Back Market - Deutschland Reviews 

Misleading listing, battery issue, and poor customer support

I ordered an iPhone advertised in “Terrific” condition with a new battery. According to Back Market’s own standards, “Terrific” devices should only have very light micro-scratches not visible from 20 cm.

The phone I received has a clearly visible scratch/chip around the camera, which does not meet the “Terrific” condition at all. On top of that, the device was supposed to have a new battery, yet it arrived with 741 battery charge cycles, which clearly contradicts that claim.

What made the experience even worse was the customer service. There was no consistent or genuinely helpful support — every reply came from a different person, the responses felt automated and generic, and I kept having to explain the same issue repeatedly. Instead of feeling supported, it felt like communicating with bots.

I paid extra for a higher condition grade and accurate product information, but what I received did not match what was advertised. I am now trying to get my money back, and the process has been unnecessarily slow and frustrating due to the lack of proper customer support.

I ordered an iPhone for Christmas (that was sent through a delivery company called Chronopost). There was no way to adequately track the package, and it ended up showing up a day early, when I wasn't home. I received two emails: first, the parcel was reported by the delivery person as undeliverable because I was not there, but then five minutes later an email came that it was delivered to a neighbour. No listing of which neighbour. No physical note left for me.

I was home 30 minutes after this and asked every neighbour, none of whom had the parcel. Note that I know all my neighbours and have lived in this house for 6 years (Berlin). I have never had a problem with packages before.

I contacted Back Market immediately and the customer service people did get back to me, at first with boilerplate messages, which I guess is to be expected. Long story short, it took 4 days to get any concrete help from a higher up on the service level, where an investigation was finally started and I was refunded my money. I wanted a new phone sent, but it was Christmas time, and the seller was already sold out of the model I ordered. I was given a full refund without any further hassle.

The time pressure of this being a Christmas present was very frustrating and disappointing in the end. I do think that the customer service team did the best they could, given the likely heavy workloads, especially at the holiday time of year.

But I would never order through this company again as long as the delivery policies are so unsatisfactory. It would be a good idea to add a higher shipping option that actually assures the expensive parcels are delivered to the recipient. I would have paid a little more for this. As it is, I was forced to order through another company to ensure that I got the phone in time for Christmas, and that company did offer delivery with ID and signature.

At any rate, this experience was very disappointing. I wanted to warn others about the possibility of issues with delivery, not something you want to worry about with expensive products.

Because of the help from the costumer service team in the end and the refund being given promptly, I have given an extra star.

Everything is according to the description

iPhone 13 mini. Just like new, perfect condition.

works perfectly

Bought an iPhone 15Plus in the 2nd best condition category with a new battery, no real visible usage marks or problems after 5months of usage so far. Will consider backmarket again. Great price for great tech.

I received a refurbished iPhone 14 from this company in August 2025. Initially the phone functioned as expected and I was overall satisfied with the product. In November 2025 I was caught out in a light rain with my phone in my pocket and water was able to get into the camera lenses and internal system which damaged it to the point of not being able to turn on. As this is not something that happens with new phones, or other refurbished phones I have used previously (including non-water resistant phones), I can only understand it as a defect of the phone. My expectation for any phone being sold is that it may not survive being submersed in water, but should reasonably be able to tolerate a lightly rainy day without significant impairment. I requested compensation and was denied, as they did not deem this to be a reasonable expectation for the use of a phone they are selling. I therefore will not be purchasing from this company again, and would recommend others not buy from this company as their products are not trustworthy.

Buying pre-loved tech on Backmarket is easy, according to g your defined specs and satisfactory.

The products come as described in the marketplace, payment options save and deliveries as fast as advertised.

All in all buying experience that's not default from big shopping portals like Amazon.

I paid extra for the "new battery" option, but received a battery with 697 cycles that's two years old. That's around 70% of an iPhone's battery life used already. In an old battery. BackMarket calls this "new" because it charges to 100%, but that's completely misleading. A new battery has essentially zero cycles.

When I complained, support defended their definition without acknowledging the real problem. This feels as close to a scam as you can get. Now I have been charged extra for a new battery that simply isn't new.

Misleading definitions that defy common sense in order not to have to deliver on your promises sets a sleazily low bar. Will not buy again.

I bought a new phone, the delivery was fast and the phone is flawless. I am very satisfied.
I sold my old device, but the payment arrived in my account only 12 days later than promised. Needless to say, I was not satisfied. Therefore, for me it’s only worth 4 stars.

The packaging was safe. Good product.

Disappointing experience. Poor customer service, questions are not being properly answered. Just generated sweet talk. Received a phone were the battery is crap. I depend on a phone for work so sending in the new one was out of the question. Offered 2 legitimate solutions in order not to be without a phone for probably what would have been at least 4 days. But all is a no no regardless of the Garantie that you supposedly have with them. Very sad. Well the story does not end. The old phone I had also bought at Back Market. Got a quote for the old one when I bought the new one which was acceptable considering the phone had no scratches, dents and it was fully functional. I received a quote back which was a joke. From the supposedly 300 Euro original quote I was told I was only going to get 130 Euros. Even if i put that the phone was damaged I still would have gotten more money. So basically the old phone I had bought from them was already a piece of crap. Additionally I found out that Back Market works with sub companies. So Back Market’s customer care was absolute horrible and completely Inefficient. Again only sweet talk … yes we are going to help you and speak to the company which sold your phone. This went on for weeks. Nothing ever happened. Since there is a deadline for when you can accept there offer, they kept me “on hold” until the deadline was over and I had to take the 130 Euro original no money at all. Advise to all. Do not use them.

Very satisfied - ordered 3 iPhones and 1 Apple Watch over the 5 past years. Of course, quality varies a lot on such platforms (all my items had the same quality category; Apple Watch had 100% battery life and was first used only a couple weeks before - one of the iPhones had 85% battery life and scratches on the display). If you are not expecting a brand new device, the price advantage is great. Would recommend!

Very satisfied. The item arrived in perfect condition!

quick delivery, impeccable phone. feels like new. at a third of the price.

Smooth ordering experience. Fast delivery with good packaging. Product is like newly bought. No fake promises, whatever was mentioned on the site was 100%true. I also appreciate the effort of the seller Coolkk. Thank you, wonderful experience. Will buy again!

I bought. À iPhone 15 pro max it really in good condition
I really like it

This is the second time I bought a phone from backmarket. Both times excellent product received. Thank you! Highly recommend!

It was very fast, all as described and till now no problems