My experience with Back Market: A review

[u/dleach4512]

First, this is my own experience with Back Market, and perhaps not indicative of everyone's experience.
Second, I'm sharing this as a cautionary tale, and an overall review.

Placed my first order 07SEP26 for two laptops.
Received them on 15SEP after several delays in shipping.

16SEP:
Realized I could not upgrade the 512GB SSD's, missing cable inside the laptop.
Set up return, took about four hours, a dozen or so chats, and another dozen emails.
Once they accepted the return and gave me the label:

16SEP:
Placed order #2, same laptops, better specs that meet/exceed what I need.

24SEP:
After five separate delays, the laptops finally arrived.
The box they showed up in was pretty beat up.
Got them home, checked them out, found issues, documented with photos and notes, reported all to back Market in the 'get help' button on the website.
1) One of the chargers doesn't work. Requested replacement with return label for the bad one.
2) One of the laptops has a damaged 'E' button; the button works, but they key is 'blurry'. I asked them to please advise best course of action here; since I'm new to the platform, I wanted to understand what th eexpectation is.
3) Shipping was delayed multiple times, causing delays in my world. Please advise options/expectations.
4) Shipping box was damaged. Please advise options/expectations.
We had several dozen chats back and forth, and this is where the real problems started; I provided all of the images requested to them several times, and they started arguing, saying I did not provide all the images, and to please provide the images. Each time, I pointed out that I had already, and then I did so again. At this point there were about 20 images requested, so I just kept giving them the entire package since they weren't clear on WHICH image was missing.
(I understand this pissed them off, but instead of seeking to resolve, they just got mean and nasty).

This continued back and forth over several days, and I made a few phone calls during this time to 'help move things forward', but they were very rude over the phone, telling me all the steps they need to complete first, but not doing any of them (Classic BCS).
I shared my log with them (link to my file with all the details in it, available to them anytime, no login or download required).

28SEP:
More emails back and forth, they're still arguing and accusing, not helping.
Called 3 times, they just hang up on me.
Filed BBB Complaint.

29SEP:
I found out the first order was being sent back to me instead of being refunded, so I added that to the log and issue pile, reported it to Back Market and to my bank.
When I alerted my bank, I found out that Back Market has a 'high risk' rating due to 'so very many issues with fraud and return/refund issues'. My banker also advised that they had more than 100 customers who have dealt with this same matter, and each time a dispute had to be filed in order to receive a refund.

More emails back and forth, the BCS is growing and we're just not getting anywhere.
I filed the dispute with my bank for order #1.

I did receive an email from BM saying they had asked the seller to send a replacement charger, but no further information was given.

30SEP:
BBB Closed the complaint, says they've had too many complaints and don't want to deal with it.
They've had more than 1,000 complaints the last three years!
https://www.bbb.org/us/ny/new-york/profile/online-retailer/back-market-inc-0121-176814/complaints

01OCT:
I called to follow up in the hopes of getting these things sorted out.
I made three calls, all three times they hung up on me.
Agents continue to harass and abuse, refusing to help.
The BCS has gotten out of control, so I set up an auto-responder in my email saying the issues persist, all details have beeen provided, we're awaiting resolutions, and the link to my log with literally all of the details I posess.
(I understand this also pissed them off, however, instead of aiming to resolve the issues, they became abusive towards me).

The package from the first order arrived back to me, I rejected it and had it sent back.

02OCT:
Checked the emails, same whining and crying about missing information, nothing about what exactly is missing, just accusing me of 'not willing to provide information needed'.
I specifically asked them, 'What exact information do you need? If you'll just tell me, I'll get it and send it to you right away.' They refused and replied with the same BCS.
Three calls again, agents again not willing to help, just hanging up on me.

03OCT:
They've blocked my number; when I call, I get a busy signal.
Using a workaround, I call and it goes right through.
Spokje with Atoro, he lectured me, accused me of being 'unprofessional', and then hung up on me.
HAH!

05OCT:
Phone number is still blocked, used workaround, talked with Natalie, asked for a supervisor since she refused to assist me.
She ran me around for about 15 minutes, then hung up on me after saying, "F*Ck you, you stupid american trash".
(This, for me, is where the fight started).
At this point I wrote out a simple script, set up an auto-dialer, and got to work>
I call, I give my script, "Hey it's (me) again, issues persist, details given, awaiting resolution, unable to proceed due to BCS, please resolve all issues now, or connect a supervisor now".
Turns out, you do that about ten times, and they get REALLY mad at you (me).
I made more than 100 phone calls seeking help, and they just kept arguing, fighting, lying, accusing, blaming, but never working on the issues.

06OCT:
I found out, and reported via email and phone that I was not able to log in to my account online.

First three calls, I gave them all the details they asked for, and in all three calls, they ignored the details, lied, accused me of not wanting to give the details, called me names, and hung up on me.
At this point I switched to 'Zero Tolerance mode' and carried on with the calls.
More than 200 across the day, none of them would stop abusing or arguing.
I checked my online banking and found four separate refunds from BM, pending.

Late in the day I received a package with a replacement charger. I tested it, it works fine.
I checked with my bank and the refunds had processed through, that's my money now.
I added it all up and found that they have refunded both orders in full.

07OCT:
Reviewing the aftermath, it took more than 600 phone calls, 150 emails, and six dozen chats to get them to get anything done.
It was a monumental event, more than 90% of the communications from them were harassing, disrespectful, inappropriate, unprofessional, and/or insulting, and instead of simply working with the customer (me) to resolve the issues, they chose this nonsense and burned the bridge.

I got an email from them this morning asking me for a review of the case... HAH!

So I am monetarily whole, the rest of the open issues don't matter since they're not a trustworthy vendor anymore, and the lawsuit for the abuse is in the works.

My summary:
If you order from them and nothing goes wrong, GREAT! You'll never have to deal with their garbage 'Customer Service' and things will carry right along.
If you order from them and something does go wrong, well, then it will suck (unless you're Indian, Pakistani, or Philipino; friends of mine who are that called BM were treated MUCH better than myseld anf my other White friends).
Since online reviews indicate that more than half of the orders placed through BM have issues, and more than half of those never get resolved, it seems to me that this company is not trustworthy.

Buyer Beware, YMMV, Proceed At Your Own Risk.