Hi guys. Thanks for having a butchers and welcome back to my Youtube channel! I’m reviewing my recent purchase from www[dot]backmarket[dot]co[dot]uk. In my personal experience I must admit their service when dealing with this incident was second to none. However, regarding what was purchased when the PC was ordered alongside the item which was actually delivered to me, this particular refurbished device did not meet my expectations in the slightest (as supplied and shipped by the 3rd party retailer). It is legitimately a text book definition of FALSE ADVERTISING. So having literally received an upright computer in supposed “excellent” condition but it being delivered with notable significant cosmetic damage to it galvanized me to review and critique the online retailer and completely tear apart the third party seller to pieces (figuratively speaking of course). Buyers *beware* – watch this before purchasing ANYTHING via this website.
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Find a full transcript below between myself and a very responsive and helpful Back Market Customer Care Representative (who initially had to deal with an extremely dissatisfied Skatalie 2.0 sending extensive messages about this incident via their ‘customer care portal’). By sharing this transcript is me being as transparent as possible and to give an insight of the level of customer service expected if you make an enquiry to this online retailer’s admin team (fun fact: they’re nonexistant).
9 December 2023
Hi, My iMac has the following problem: 1. The AC power cable (kettle lead/plug for the mains) has not been included with the monitor. Can this urgently be packed and delivered using the delivery address for this order. 2. There is a significant and very large scratch on the rear of the monitor. See image attached. Do provide an update as soon as possible to have the missing part delivered. Thanks for your help
After further inspection of the iMac in daylight and after getting a second opinion, there is permanent and significant damage to the rear of the monitor which includes scratches, chips and dents, see the images attached. The iMac can’t be switched on because the power lead is not packaged with the monitor. I would be expecting at least another discount and compensation for the missing power lead.
11 December 2023
Dear Natalie, I hope you are having a beautiful Monday. Thank you for your contacting with us. My name is Irem and I will be assisting you today. I’m sorry to hear that your package was damaged during delivery. Sellers do their best to protect fragile items, so please accept our apology. Don’t worry, you’ll still get another item or a refund! I see that even the device’s condition is Excellent, you received the device with so many scratches and these might be happened by the carriers. Before we continue, we’ll need to open an investigation with the transporter, and you’ll have to send your item back. In order to open this investigation, we’ll need you to provide us with the following documents as soon as possible: – Photo of your ID – Photos of the outside of the package with damaged parts of the package visible (if the package itself was damaged) – A photo of the label on the package with the tracking number visible – A photo of the package showing the item inside – Photos of the packaging the item was wrapped in – Photos of the damaged item. To protect you during the investigation, we suggest taking photos of the item from all angles (including any undamaged parts) Please note that after 12 days, we can’t guarantee that the investigation will still be processed by the shipping provider. After we receive these documents, we’ll organize the return of the damaged item and open the investigation with the carrier. At the end of this investigation, which can take up to 3 business days, I can offer you one of these options: 1. Send you another item similar to the one you ordered (subject to availability) 2. Refund your order in full so you can choose another item Which option would you prefer? Don’t forget, we’re here if you need us! Your satisfaction is our top priority. Best regards, Irem, Back Market Customer Care
11 December 2023
I have made a purchase of a high value litem which is damaged and has been delivered with NO Power Cable for nearly £800, which has been purchased online at www[dot]backmarket[dot]co[dot]uk. Why was the missing Power Cable not mentioned in your last message? I will have to be forced to take further action if a full refund has not been made or offered.
Dear Natalie, I hope you are having a beautiful Tuesday. Thank you for your contacting with us. My name is Irem and I will be assisting you today. Thanks for sending those photos. I took a look and I agree, you got a fair condition, not an excellent condition. I’m really sorry about this. Furthermore, I can offer you a £60 partial refund for your inconvenience. Please let me know if this works and I’ll begin the process for you. I need to say that in these kinds of issues we can offer a return as the best solution but as you are mentioning that you can’t return it the best solution is left on the above. Also, I see that you didn’t receive any charger, we can ask for a new charger from the seller if you would like. As you are not accepting, it is not a case of parcel came damaged by the shipping providers. Our hands are tight on this matter. Here for you, Kind regards, Irem, Back Market Customer Care
12 December 2023
My previous messages were sent when I have discovered the extent of the damage and when I had not tried to be impartial about this case. Thanks again for your response and for acknowledging the missing power cable. Please have this requested from the retailer and have this delivered using the delivery address. I would accept a partial refund because similar items listed on www[dot]backmarket[dot]co[dot]uk website in ‘fair’ condition, with storage of SSD 256 GB – 8GB or less, which are iMac 21,5-inch Retina (Early 2019), are priced at £690 or under (and presumably without damage to the hardware). Regarding parcel damage, I will check the packaging again and I will follow this up with photos however I am quite sure the courier can’t be to blame here, and it’s the seller @ExpressGadgetsLtd who has picked and packed a damaged item and knew about it, or picked and packed the wrong item to be sent for delivery. In both incidents this is the seller @ExpressGadgetsLtd at fault. Also I have not been able to use this item since it was delivered so do take this into consideration. Have a good day.
Dear Natalie, I hope you are having a beautiful Tuesday. Thank you for your contacting with us. My name is Irem and I will be assisting you today. For your all request has been looked for, I have concluded these answers: 1-We can accept you to return the device and receive your refund as you have right to do it, and we can offer you a %5 promo code that you can use it on your next purchase. 2-If you would like to keep the device we can offer you a £60 partial refund as it is decided according to our policies, but if this amount is looked like too small for you, I can ask the seller if they can make it more for you. According to that, we can offer %5 promo code and will be sure that your cable will be sent to you as it should be. 3- You can return your device for a replacement, and we can offer you a %5 promo code that you can use it on your next purchase. Please let me know which option that you would like to proceed with. Looking forward to your reply, I wish you a pleasant day, Irem, Back Market Customer Care
13 December 2023
Dear Natalie, I wish you are having a wonderful Wednesday. Thank you for your contacting with us. My name is Irem and I will be assisting you today. So which choice would you prefer in this case? I wish you a pleasant day, Irem, Back Market Customer Care
Hi Irem. Hope your are having a good morning. I am still certain the seller @ExpressGadgetsLtd should be accountable for this issue until it is resolved, so I would be seeking compensation from them for this inconvenience. If they can offer a further partial refund, do let me know. If they can also they have the same iMac with the same spec but in excellent condition (for the same price in stock) please can you let me know. If this can be confirmed do keep me updated. I look forward to a response.
Dear Natalie, I wish you are having a wonderful Wednesday. Thank you for your contacting with us. My name is Irem and I will be assisting you today. 1. As we are following the same process for all the cases, we have offered you the same amount of partial refund. However, I’ll do my best and will ask the seller if they are okay with more partial refund for you as well. I will inform you about the amount if it is confirmed. For the PC charger we are unable to ask a replacement charger from the seller at this moment, that’s why we will need to make you a partial refund of £30 as that you can purchase a new charger with it. Please accept this %5 promo code as a goodwill gesture that you can use it on your next purchase from our website in 30 days [discount code] 2. If you would like to return the device, the shipping cost will be provided by Back Market. But you can schedule a collection after you received the return label from us. 3. If your request will be a return, we can share the instructions with you once it is certain. Looking forward to your reply, I wish you a pleasant day, Irem, Back Market Customer Care
Hi, I have received the 5% promo code so thanks for having thia sent over so quickly. Just to say Back Market have been great here with customer support and responsiveness, but not the seller who have been very delayed to correct this issue or offer support so I look forward to your continued updates with this issue. Have a good evening Irem and I hope to get some final news soon. Regards
14 December 2023
Dear Natalie, I wish you are having a wonderful Thursday. Thank you for your contacting with us. My name is Irem and I will be assisting you today. According to all the information I have gathered, I will be informing you with them. 1. If you still would like to keep the device, we will be offering a £60 partial refund for the grade discrepancy. After we have contacted with the seller that unfortunately they are unable to offer more amount of money for the grade discrepancy. And we will be issue a £30 additional partial refund for the PC charger as well. For the missing, the AC power cable (kettle lead/plug for the mains) we can ask a reshipment for that one from the seller for you as well. 2. If you would like to return it for a full refund, we will be sharing another whole instructions for that. Please kindly forward your request so we can take further actions on it immediately. I wish you a pleasant day, Irem, Back Market Customer Care
Thank you Irem for your last message. Because of the info you have given me I would like to keep the device on this one occassion and I will have the seller post a Power Cable and have this delivered. This is provided that Back Market is: 1. offering a partial refund of £60 for the grade discrepancy 2. And also a offering a £30 additional partial refund for the missing Power Cable 3. Having a new iMac power cable kettle lead delivered. Many thanks Irem for the updates and responses about this issue.
Dear Natalie, I wish you are having a wonderful Thursday. Thank you for your prompt answer. My name is Irem and I will be assisting you today. According to your request of keeping the device, we will follow the exactly same offers we have offered for you in the above. You don’t need to provide any information for a refund, as the all refunds are made to the original payment method as you used while purchasing the device. I will be informing the seller and relevant team about your request and once I have received any information I will be keeping you updated! Please let us know if you need anything else. We would be happy to assist you with our best. I wish you a pleasant day, Irem, Back Market Customer Care
18 December 2023
Dear Natalie, I hope you are having a beautiful Monday. Thank you for your patience. My name is Irem and I will be assisting you today. I see that your replacement cable has been delivered to you successfully according to the tracking link [tracking link]. Are you having any issues with it? Please don’t hesitate to ask for help. Also, we will ask for the partial refunds from our relevant team once they are made we will be updating you. Please let us know if you need anything else. We would be happy to assist you with our best. Be aware of that your happiness and being satisfied with your purchase and from our service is our best priorities. I wish you a pleasant day, Irem, Back Market Customer Care
