I purchased a phone from BackMarket on 10/17/23. I received the phone and after about 3 months or so, it started powering off and back on randomly. The phone had a one year warranty, but I didn't realize that I had to send the phone in first. I didnt have another device to use while I sent that one back in, so it took me some time to be able to buy another device so that I wouldn't be without a phone. I finally sent my device back in on 6/24/24. I wiped all of my information off the phone, package my phone up carefully, with additional bubble wrap, etc to ensure that it would arrive in good condition back to BackMarket. I received a message through the app a couple days later stating they received an empty box, asking me if I forgot to put the phone in the box. Thankfully, I packaged my phone at my job and I have it all on video. I have the video of when the UPS guy came and picked it from my job because he makes regular, daily, drop offs and pickups from us because we are a very popular retail establishment. I sent them the video of me packing it and when the UPS driver left out of the store with the package. Despite me sending this to them, they (multiple customer service agents) continued to send me requests for a document that I should have been given when I handed over the package. I continued to refer to the video documentation and explaining that I didn't take it to a shipping facility and we never have any problems with shipping items from my store. My back and forth communications have been going on for 2 weeks now. I have asked on multiple occasions for a manager to call me, but nothing. I woke up this morning and all of a sudden, I have an email from BackMarket stating that fraud has been suspected on my BackMarket account and it has been suspended. So now, I have zero access to my account to be able to reference my order, the conversations I've had regarding my missing phone, and I still have no phone nor any money for my phone. I have my tracking number of where I sent it back but everything else is in the BackMarket account.

At this point, I feel that BackMarket is a scam. They have taken my money, someone has my phone, and I am not being compensated despite doing my due diligence in trying to simply get a phone repaired that I had for less than an year and started showing issues within a few months of purchase.

There isn't a number for me to call. Everything has to be communicated through the app (which I no longer have access to) or this email that I received this morning regarding the suspected fraud.