My daughter ordered a phone from back market order number 33727493 that didn't work after 2 days, was returned on the 25th of October 2023 and initially back market stated that they had received the phone back and stated they would repair, replace or refund, replied again on the 31st and stated there was nothing in the package, they then asked us to send in a police report and stated when they receive that we would get a refund after 2 days ( another lie ) they have sent another message again today 30/11/23 stating they want a police report ( already sent ) proof of handover, id, and statement of payment, it's just one thing after another and 5 weeks later, I think they drag it on so you get fed up and give in, I the parent bought the phone for my daughter for £210.09, so have lost my money and still don't have a phone, the company is probably ok unless you have a problem, can't call them can't do a live chat just have to wait for days on end for a reply. 12/12/2023 update today Not refunding the lost phone and have suspended my account so unable to speak to them anymore stating there's fraudulent activity on my account the only fraudulent activity is the company BACK MARKET so if your stupid enough to purchase from them hope you dont have any problems.