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

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Back Market's key feedback

Customer Service Issues

A significant number of users report difficulties in reaching customer service, with some expressing frustration over unresponsiveness or lack of contact options. Approximately 15% of users seem to be affected by this issue.

I tried contacting customer service multiple times but received no response, leaving me frustrated and without help.

Shipping Delays

Several users have experienced delays in shipping, with express shipping not meeting promised timelines, leading to dissatisfaction. This issue affects around 10% of users.

I paid for express shipping, but my order arrived later than promised, which was very disappointing.

Payment Processing Problems

Some users face issues with payment processing, where transactions fail or are canceled without clear reasons, causing inconvenience. This problem affects about 8% of users.

I tried multiple times to complete my purchase, but my payment kept getting rejected without explanation.

Product Quality Concerns

A portion of users report receiving products that do not match the described condition, such as devices with physical damage or incorrect specifications. Approximately 12% of users encounter this issue.

I received a laptop that was supposed to be in excellent condition, but it was visibly damaged and not as described.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Swappa

Swappa receives mixed feedback, with users praising the platform for its reliable service and good deals on used tech, but criticizing the app for technical issues and poor customer service. Many users appreciate the protection Swappa offers against scams, while others express frustration with the app's functionality and support response times.

#2 RUNNER UP

Back Market

Back Market garners a mix of positive and negative reviews. Users appreciate the fast shipping, good prices, and eco-friendly approach, but some report issues with customer service and product quality. While many customers are satisfied with their purchases, others have experienced problems with order processing and device conditions.

#3 Straggler

Gazelle

Gazelle is generally well-received for its straightforward trade-in process and fair pricing. Customers appreciate the ease of selling their devices and the prompt payment, although some users have encountered issues with device grading and customer service responsiveness.

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Nuggets

Major Highlights of the Week

Fraudulent Charges

Users are experiencing unauthorized charges on their accounts long after their last purchase, with no effective way to contact customer service for resolution, leading to financial inconvenience and frustration.

I was charged years after my last purchase and couldn't contact anyone to resolve it, leaving me without access to my bank card.

Express Shipping Issues

Customers are paying for express shipping but receiving their orders later than promised, causing dissatisfaction and a demand for refunds on the shipping fees.

I paid for express shipping expecting next-day delivery, but the tracking showed a later date, and I want my money back.

Trade-In Scams

The trade-in process is being manipulated by refurbishers who damage devices and offer significantly lower counter-offers, undermining trust in the service.

I sent in my phone for a $400 offer, but they claimed it was damaged and offered only $1, calling it e-waste.

Payment Processing Failures

Users are facing repeated failures in processing payments despite having valid cards and sufficient funds, leading to frustration and abandoned purchases.

I tried multiple cards and even Apple Pay, but my order was canceled, and support was unresponsive.

Inconsistent Shipping Updates

There are discrepancies between UPS and Back Market's shipping information, causing confusion and delays in receiving orders, which affects customer confidence.

My phone's shipment was canceled by UPS, and I only got the correct tracking link after it sat in the mail for two days.

Warranty and Repair Disputes

Customers are receiving damaged products and facing challenges in getting repairs or replacements under warranty, with some warranties being voided unjustly.

My iPad arrived with a popping screen, but they blamed me for the damage and voided the warranty.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Fraudulent Charges

Express Shipping Issues

Customers are paying for express shipping but receiving their orders later than promised, causing dissatisfaction and a demand for refunds on the shipping fees.

Trade-In Scams

The trade-in process is being manipulated by refurbishers who damage devices and offer significantly lower counter-offers, undermining trust in the service.

Payment Processing Failures

Users are facing repeated failures in processing payments despite having valid cards and sufficient funds, leading to frustration and abandoned purchases.

Inconsistent Shipping Updates

There are discrepancies between UPS and Back Market's shipping information, causing confusion and delays in receiving orders, which affects customer confidence.

Warranty and Repair Disputes

Customers are receiving damaged products and facing challenges in getting repairs or replacements under warranty, with some warranties being voided unjustly.

Quotes of the week

Hear from some of the most impactful users to drive changes

Every product I have purchased so far has been in not only really good condition, but has also worked flawlessly and all this at the right price.

chasecpt600

Absolutely no way to contact them about fraud. Got a charge, years after my last purchase… trying to find out why, absolutely no way to contact them to figure it out, now my bank card is shut down, and I have no means of putting gas in my vehicle. Worst customer service ever.

Beasite

I’ve wasted so much time on this app just to get it to accept my payment. I have never had such an issue with any other website or app. My card is completely fine, there is enough balance as well and the info I put in the checkout was correct, as well. I’ve done every possible thing to fix it, including contacting the bank, still nothing. I really hope they fix this issue.

B0786

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The quotes of the week

Hear from some of the most impactful users to drive changes

Every product I have purchased so far has been in not only really good condition, but has also worked flawlessly and all this at the right price.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Back Market

Top Insights This Week

Customer Service Issues

Shipping Delays

Payment Processing Problems

Product Quality Concerns

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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