Back Market

User Experience Report

Week of April 2nd, 2025

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 dissatisfaction with customer service, citing slow response times and unhelpful interactions. Approximately 15% of users express frustration with the lack of effective communication and resolution of their issues.

Customer service is a joke! It takes days to get a response, and their answers are unhelpful.

Product Quality Concerns

A significant number of users are unhappy with the quality of the products received, often finding them not as described. Around 20% of users mention receiving items in worse condition than expected, leading to disappointment.

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

Refund and Return Challenges

Users frequently encounter difficulties with the refund and return process, with complaints about delays and inadequate compensation. Approximately 10% of users express dissatisfaction with the handling of returns and refunds.

I returned a faulty phone, but the refund process has been a nightmare, and I'm still waiting for my money.

App Functionality Problems

Some users experience issues with the app's functionality, including problems with navigation and transaction processing. About 5% of users report technical difficulties that hinder their shopping experience.

The app keeps freezing, and I can't complete my purchase, which is very frustrating.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Swappa

Swappa receives high praise for its reliable service, with users appreciating the ease of buying and selling electronics. Many users commend the platform for its transparency and the assurance that devices are not stolen or blacklisted. However, some users express dissatisfaction with the app's functionality compared to the website.

#2 RUNNER UP

Back Market

Back Market garners mixed feedback, with many users praising the quality and affordability of refurbished products, as well as the customer service. However, some users express frustration over misleading pricing and issues with trade-ins and returns, indicating a need for improved transparency and communication.

#3 Straggler

Decluttr

Decluttr is criticized for offering low prices for items, with many users feeling undervalued for their products. While the app is noted for its ease of use, the dissatisfaction with payment amounts and customer service issues overshadow the positive aspects, leading to a generally negative perception.

Nuggets

Major Highlights of the Week

Trade-In Issues

Customers face significant challenges with the trade-in process, including receiving lower offers than expected and issues with device assessments. This has led to dissatisfaction and distrust in the trade-in service.

I sent my old phone for exchange, and without even looking at it, they dropped the price offer significantly.

Customer Service Delays

There are frequent complaints about slow and ineffective customer service, with users experiencing long wait times for responses and unresolved issues. This has resulted in frustration and a negative perception of the support team.

Customer service takes days to respond, and their answers are often unhelpful.

Refund Complications

Users report difficulties in obtaining refunds, with some experiencing long delays or being denied refunds altogether. This has caused significant inconvenience and dissatisfaction among customers.

I never received my refund after returning a faulty device, and customer service was unhelpful.

Device Condition Discrepancies

There are numerous reports of devices being received in worse condition than advertised, leading to customer disappointment and mistrust. This issue undermines the credibility of the product grading system.

The phone I received was supposed to be in excellent condition but had several scratches and issues.

App Functionality Problems

Users experience technical issues with the app, such as difficulty in completing purchases and navigating the interface. These problems hinder the overall user experience and deter potential buyers.

The app keeps freezing, and I can't complete my purchase.

Warranty and Insurance Challenges

Customers face obstacles when trying to use warranties or insurance, often being denied coverage due to minor issues. This has led to frustration and a lack of confidence in the protection plans offered.

My warranty claim was denied due to a small crack, even though it was unrelated to the issue.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Trade-In Issues

Customer Service Delays

Refund Complications

Users report difficulties in obtaining refunds, with some experiencing long delays or being denied refunds altogether. This has caused significant inconvenience and dissatisfaction among customers.

Device Condition Discrepancies

App Functionality Problems

Users experience technical issues with the app, such as difficulty in completing purchases and navigating the interface. These problems hinder the overall user experience and deter potential buyers.

Warranty and Insurance Challenges

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered an iPhone 12 in excellent condition for $250 and was sent an iPhone Mini. This mix-up was frustrating and needs to be addressed to improve customer satisfaction.

Back Market Buyer

Week of April 2nd, 2025

I bought a phone sold as 'good battery' and 'network unlocked'. It came with a shockingly bad battery and locked to Vodafone, who couldn't unlock it since I wasn't actually their customer. The charging port is also faulty, it keeps beeping at me saying there is moisture when there isn't.

A Google user

Week of April 2nd, 2025

I purchased a pixel 8 pro only in 'fair condition' the lowest of grades available to me. It arrived almost faultless apart from the slightest, entirely insignificant scratch. Extremely impressed and it beat used auction prices that don't come with warranty!

A Google user

Week of April 2nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I ordered an iPhone 12 in excellent condition for $250 and was sent an iPhone Mini. This mix-up was frustrating and needs to be addressed to improve customer satisfaction.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Back Market

Top Insights This Week

Customer Service Issues

Product Quality Concerns

Refund and Return Challenges

App Functionality Problems

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