Backmarket

User Experience Report

February 14-23, 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 Backmarket's key feedback

Refund Issues

Many users report difficulties in obtaining refunds for faulty or incorrect items, leading to frustration and distrust. This issue is compounded by poor customer service responses.

Customer Service Issues

Many users report difficulties in obtaining refunds for faulty or incorrect items, leading to frustration and distrust. This issue is compounded by poor customer service responses.

Product Quality Concerns

Users express frustration with the lack of effective customer service, particularly in resolving issues with orders and product quality. This results in negative experiences and loss of trust.

Language Settings

There are numerous complaints about the high prices of refurbished items, which are sometimes close to or exceed the cost of new products. This perception of poor value affects customer satisfaction.

Nuggets

Major Highlights of the Week

Currency Options

Expand currency options to include more international currencies like CAD$. This will enhance user experience for international customers and potentially increase sales.

Customer Service Issues

Improve customer service response times and resolution processes. Consider implementing a more robust support system to handle complaints efficiently and maintain customer trust.

Product Quality Concerns

Ensure rigorous quality checks for refurbished products to prevent issues like faulty devices being sent to customers. This will help in maintaining product reliability and customer satisfaction.

Language Settings

Allow users to change language settings independently of their region. This will cater to multilingual users and improve accessibility for non-native speakers.

Refund and Return Process

Streamline the refund and return process to make it more user-friendly and transparent. This will help in reducing customer frustration and improve overall satisfaction.

Pricing Strategy

Re-evaluate pricing strategy to ensure competitive pricing compared to new products. This will help in attracting more customers looking for value in refurbished items.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Currency Options

Expand currency options to include more international currencies like CAD$. This will enhance user experience for international customers and potentially increase sales.

Customer Service Issues

Improve customer service response times and resolution processes. Consider implementing a more robust support system to handle complaints efficiently and maintain customer trust.

Product Quality Concerns

Ensure rigorous quality checks for refurbished products to prevent issues like faulty devices being sent to customers. This will help in maintaining product reliability and customer satisfaction.

Language Settings

Allow users to change language settings independently of their region. This will cater to multilingual users and improve accessibility for non-native speakers.

Refund and Return Process

Streamline the refund and return process to make it more user-friendly and transparent. This will help in reducing customer frustration and improve overall satisfaction.

Pricing Strategy

Re-evaluate pricing strategy to ensure competitive pricing compared to new products. This will help in attracting more customers looking for value in refurbished items.

Quotes of the week

Hear from some of the most impactful users to drive changes

I bought a phone in excellent condition from Back Market, but it got locked by Samsung due to the seller's mistake. After sending it back for repairs, they returned a completely different, lower-quality phone. Despite requesting a refund, they sent me another phone without my consent, dragging this issue out for three weeks! This whole situation has caused me to cancel my plans, including a holiday. I’ve been left without a functioning phone and feel completely let down. Avoid Back Market at all costs.

App Store

I ordered a phone off this app, arrived with a screen defect and when I returned the device to the seller they refused a refund and refused to repair or replace my clearly defected device, this isn't backmarkets fault as it's the seller (mobile crazy limited) that is causing the issues, however when trying to contact backmarket about this they never addressed the issue and never resolved it. There is supposed to be a 12 month free warranty which came with my device and they are refusing to fix this.

Google Play

I ordered a note 20 ultra 512 GB. I received a note 20 ultra 128 GB. This is especially frustrating because I only ordered this from Back Market because it had the storage and model of phone I wanted. Unfortunately my first experience with Back Market is not good and will not be ordering from them again.

Google Play

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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

Koray Okumus

Google Play

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User Experience Report

Backmarket

Top Insights This Week

Refund Issues

Customer Service Issues

Product Quality Concerns

Language Settings

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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