Trust Score 86/100 · 5 sources · 372,190 reviews · updated 16 Oct 2026
Back Market reviews
In short
Is Back Market legit?
Customers rate Back Market 4.5 out of 5 on Trustpilot from 20,027 reviews, with 83% giving five stars and 7.5% giving one star. The Google Play and App Store ratings are 4.68 and 4.64, but those mostly reflect the app. Sitejabber is much lower at 2.94 from 1,554 reviews, and BBB shows an A+ grade alongside 1,001 complaints in 3 years.
Trust Score 86/100 from 372,190 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 372,190
As of 16 Oct 2026 · How we score
AI summary
Customers rate Back Market 4.5 out of 5 on Trustpilot from 20,027 reviews, with 83% giving five stars and 7.5% giving one star. The Google Play and App Store ratings are 4.68 and 4.64, but those mostly reflect the app. Sitejabber is much lower at 2.94 from 1,554 reviews, and BBB shows an A+ grade alongside 1,001 complaints in 3 years.
- Customers report devices arriving in better condition than the listed grade. Several say a 'good' item looked brand new. Trustpilot and BBB reviewers say this most often. Trustpilot
- Customers report big savings versus buying new. Phrases like 'basically new for half the price' and 'great value' appear often. About 83% of Trustpilot and Google Play ratings are five stars. Trustpilot
- Customers report fast delivery and good packaging in many orders. Some say the item arrived a day early or in 3 to 4 days. Trustpilot
- Repeat buyers are common. Several say they have bought three or more phones or laptops and would buy again. Trustpilot
- Customers report the trade-in and selling process as easy. Some say payment arrived about 3 days after sending the old phone. Trustpilot
- Customers report warranty claims being denied. Back Market or the seller often cites 'accidental damage' or cosmetic marks. Reviewers say no real diagnostics were done. This is the most serious theme on BBB and Sitejabber. BBB
- Customers report slow or stuck refunds and hard returns. Examples include a £714 refund unpaid after 5 weeks, a refund delayed past the promised date, and a help page that loops without a return option. Google Play
- Customers report wrong, missing or lost items. Examples include the wrong colour MacBook sent twice, an empty box, a battery pack instead of an iPhone, and parcels lost by carriers. Trustpilot
- Customers report devices that were defective or worse than the stated grade. Reported problems include battery health below expectations, scratched screens, carrier-locked phones and faults within months. BBB
- Customers report slow or unhelpful support. Complaints include replies taking 18 hours, chatbot-only help and agents who 'ghost' the customer. BBB
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 4.5 / 5 | 20,027 | 16 Oct 2026 |
| App Store | 4.6 / 5 | 174,223 | 16 Oct 2026 |
| Google Play | 4.7 / 5 | 175,495 | 16 Oct 2026 |
| Sitejabber | 2.9 / 5 | 1,554 | 16 Oct 2026 |
| BBB | 4.2 / 5 | 891 | 16 Oct 2026 |
Delivery, returns
and support
How is Back Market delivery?
Delivery is mixed but mostly positive. Many customers report quick, well-packed orders, and one reports arrival in 3 to 4 days. Others report delayed orders, lost parcels (GLS and FedEx are named), tracking numbers that went nowhere and a business address that could not be delivered to. The data gives no firm standard delivery time.
How do Back Market returns work?
Customers have returned items and received refunds, and some praise the updates they got. Others report refunds that take weeks, because the refund waits until the seller confirms receipt. One reviewer mentions a 30 day return window and a warranty repair that ran past it. Several report a help flow that loops without offering a return.
How is Back Market customer support?
Support experiences are split. Some customers call it friendly, prompt and efficient. A larger group of negative reviews describe long gaps between replies, chatbot-only chats and unresolved claims. Customers also say issues often get fixed only after they escalate publicly on BBB.
How is Back Market quality?
Most customers say quality matches or beats the grade they paid for, especially at the higher condition tiers. Complaints centre on battery health (75% to 86% capacity reported), faults appearing within weeks or months, and locked or mismatched devices. Back Market sells items from third-party refurbishers, so quality varies by seller. A Trustpilot reviewer notes the 80% battery guarantee is a minimum.
What customers say
about Back Market
I’ve bought 3 laptops on BM and have been completely blown away each time. Always better condition than described and super powerful, well refurbished devices.
no refund phone no response email £714 a joke 5 weeks
Back Market is not honoring their 12 month warranty. They claim the screen defect is considered "accidental damage" and is therefore excluded from coverage.
Buy them. Basically new for half the price. WORTH IT
Commande d’un iPhone 17 pro j’ai une batterie externe à la place et le SAV est terrible pour obtenir ne serait-ce qu’un remboursement
Back Market denied my warranty claim without performing any real technical diagnostics.
Questions about
Back Market
Is Back Market legit?
Yes, customers report receiving real devices and many are repeat buyers. Trustpilot shows 4.5 from 20,027 reviews and BBB gives an A+ grade. BBB also lists 1,001 complaints in 3 years and Sitejabber is 2.94 from 1,554 reviews. Some customers report scams, fraud and stolen-IMEI cases.
How long does Back Market delivery take?
The data gives no standard delivery time. Many customers report fast delivery, and one says 3 to 4 days. Others report delays, lost parcels and a package that stalled for over a week.
Can I return Back Market phones and laptops?
Yes, customers report returning devices for refunds and swaps. Refunds usually wait until the seller receives the item. Some report waiting 10 days to 5 weeks or struggling to start a return.
Does Back Market reply to bad reviews?
Sometimes. Reply rates are 49% on BBB, 44.6% on Google Play, 12.5% on Trustpilot and 1.3% on Sitejabber. Replies are polite and templated, and they often ask for an order number.
Is Back Market worth the price?
Most customers say yes, with comments like 'basically new for half the price'. A minority say some listings cost more than buying new, and one reviewer compared a MacBook Air unfavourably to Apple's retail price. Warranty disputes and defects can cut the value for some buyers.
Ask the agent
about Back Market
Try one of these:
Sources
- 516,590
- 41,360
- 3333
- 2242
- 11,502
Brand replied to 13% of reviews
As of 16 Oct 2026
- 5146,403
- 416,310
- 34,657
- 21,452
- 16,654
Brand replied to 45% of reviews
As of 16 Oct 2026
- 51,048
- 472
- 316
- 229
- 1385
Brand replied to 1% of reviews
As of 16 Oct 2026
Brand replied to 49% of reviews
BBB grade A+, 1001 complaints in 3 years
As of 16 Oct 2026
Trust checks
Checks
Something wrong here?
Tell us and we'll respond within 72 hours. If you represent Back Market, you can claim this page.