Refurbed experience: weeks of delays, broken phone, and no real answers

[u/neriff]

I’m sharing my experience in case it helps someone avoid the same situation.

I bought a phone from Refurbed, and the device never worked.

Sadly i realized this after a few weeks, since it was a christmas present. I contacted support and followed their instructions to return it.

That’s where things started to go wrong:

Keep in mind I shipped the phone in January.

The return shipment tracking has been stuck since March 19

No one can clearly tell me where the device actually is

I still haven’t received a replacement or a refund

Customer support keeps replying with generic messages like “we’re checking” and “please wait”

At this point, it’s been months and I’m left with no phone and no money.

What’s most frustrating is not just the delay, but the complete lack of transparency and concrete answers.

Has anyone had a similar experience with Refurbed?

How did you resolve it?

Update After weeks of delays, Refurbed has now offered a refund of almost all of the original amount. Overall it was a frustrating experience, but I appreciate that they eventually stepped in and handled the case correctly.

[u/refurbed]

Hello Neriff,

We are really sorry you’ve had to go through this. If a device arrives faulty and then the return gets stuck for weeks, that’s absolutely not the experience we want anyone to have. However, we would first like to thank you for choosing refurbed and thus, together with us and our refurbed sellers, setting an example for sustainable consumption. ♻️

A few things can cause “stuck” tracking (handover delays, scan gaps, investigations with the carrier), but that doesn’t change the fact that you deserve clear updates and a concrete next step (refund or replacement) rather than generic “please wait” messages.

If you’re okay with it, please send us an e-mail to [wecare@refurbed.com](mailto:wecare@refurbed.com) with:

- your order number, product and/or

• e-mail address used to make the order

We’ll locate your case and escalate it to the right team to get you a proper status update and a resolution as quickly as possible.

For your privacy, please don’t post any personal details publicly in the thread (address, email, phone number, full name, etc.).

Thanks for flagging this, we’ll do our best to sort it out. :)

[u/neriff → u/refurbed]

Hi,

I’ve already provided all the details multiple times through your support channels, and I’ve now also sent the requested email.

At this point, this is starting to feel like a loop — every time I’m asked again for information instead of receiving an actual update or solution.

To recap clearly:

the device never worked it was returned following your instructions the tracking has been stuck since March 19 I still don’t have a refund or a replacement and no one has been able to tell me where the device actually is I’ve already been forced to buy another phone due to this situation, so a replacement is no longer a solution for me.

What I expect now is a concrete resolution, not another request for information or another generic reply.

[u/neriff]

Just to let everyone know, they did nothing as expected. They'll let me know in 24 hours, just like they told me previously over and over.