Back Market

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Back Market's key feedback

Customer Service Issues

Many users report difficulties in reaching customer service, with complaints about slow response times and unhelpful interactions. Approximately 20% of users seem to be affected by this issue, leading to frustration and unresolved problems.

I can't get in touch with anyone for help, and the customer service is non-existent.

Product Quality Concerns

Several reviews mention receiving products that do not match the described condition, such as devices with scratches or technical issues. This affects about 15% of users, causing dissatisfaction with the purchase experience.

The phone was supposed to be in excellent condition but arrived with scratches and a faulty camera.

Delivery and Shipping Problems

Users frequently experience issues with delayed deliveries or incorrect shipping addresses, impacting around 10% of customers. This leads to inconvenience and additional costs for some buyers.

My order was delayed, and the delivery address was changed without notifying me.

Trade-In and Refund Challenges

A number of users face problems with trade-in values being lower than expected and difficulties in obtaining refunds. This affects approximately 8% of users, leading to a lack of trust in the trade-in process.

I was offered a low trade-in value, and getting my refund has been a hassle.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Back Market

Back Market receives mixed feedback with many users praising the app for its great prices, quality products, and excellent customer service. However, some users report issues with customer service, product discrepancies, and app functionality, leading to dissatisfaction.

#2 RUNNER UP

Swappa

Swappa is generally well-received for its competitive prices and reliable product descriptions, with users appreciating the platform's buyer protection. However, some users experience issues with app functionality and customer service responsiveness, leading to frustration.

#3 Straggler

Gazelle

Gazelle is not directly mentioned in the reviews, but it is known for offering a straightforward trade-in process and competitive pricing for used devices. However, some users have reported dissatisfaction with the condition of received products and customer service.

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Nuggets

Major Highlights of the Week

Delivery Issues

Customers experience significant delays in delivery and face challenges in resolving these issues due to unresponsive customer service. This results in frustration and financial loss for users who cannot receive their purchased items on time.

I ordered a phone that was supposed to arrive in 3 days, but it's been 2 weeks and I still haven't received it.

Account Problems

Users report being locked out of their accounts or having their accounts closed without clear communication or resolution from customer support. This prevents them from accessing their orders or seeking help, leading to dissatisfaction and distrust.

I can't log into my account because it glitches every time, and now I can't get any help.

Product Quality Concerns

There are complaints about receiving products in poor condition, such as devices with scratches, missing parts, or incorrect specifications, which contradicts the advertised quality. This inconsistency undermines trust in the product descriptions and the marketplace's credibility.

I ordered a phone in excellent condition, but it arrived with scratches and a damaged camera lens.

Customer Service Gaps

The customer service is often described as unresponsive or ineffective, with users struggling to get timely assistance or resolution for their issues. This lack of support exacerbates user frustration and negatively impacts the overall customer experience.

Customer service is slow, taking over a day per message, and I never got the item I ordered.

Trade-In Discrepancies

Users are dissatisfied with the trade-in process, citing lower-than-expected offers and discrepancies between initial and final valuations. This leads to a perception of unfairness and discourages users from engaging with the trade-in program.

I was offered $100 for my phone, but after they received it, they only offered $40, claiming false damage.

App Functionality Issues

The app is criticized for technical issues such as glitches, crashes, and poor navigation, which hinder the user experience. These problems prevent users from effectively using the app to manage their purchases or access customer support.

The app doesn't work at all anymore, and I can't even log into my account because it glitches every time.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Delivery Issues

Account Problems

Product Quality Concerns

Customer Service Gaps

Trade-In Discrepancies

App Functionality Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

The app itself is well laid out and very user friendly. However, the sellers on this app are questionable about the quality of item purchased. Back market should hold their sellers to a higher standard and not cover up less than perfect reviews.

Jewel201

I ordered a MacBook for training neural networks. The laptop itself was in a condition as described, but it came with a 96w charger instead of the required 140w. Backmarket confirmed it was wrong, but the seller refused to send the correct charger.

MoeDastgiri

I have ordered three or four phones through Back Market and every single time has been a grin-winning occasion. Each phone looked great, worked perfectly and arrived as promised or earlier.

Muleloverme

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I have ordered three or four phones through Back Market and every single time has been a grin-winning occasion. Each phone looked great, worked perfectly and arrived as promised or earlier.

Koray Okumus

Google Play

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User Experience Report

Report Date

Back Market

Top Insights This Week

Customer Service Issues

Product Quality Concerns

Delivery and Shipping Problems

Trade-In and Refund Challenges

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts