Customer

I have waited for a week for this parcel. You have failed at every single opportunity to deliver this to me.

You have not attempted it, your drivers have been, they have no-where near the delivery location. The delivery photos are all wrong and inaccurate, I have tried on numerous occasions to get through to you, you have a phone number that is ONLY automated, with NO option to speak to anyone. I have tried reaching out via social media, the on site platform I made the purchase on, everything short of contacting the seller. Which I will now include in this thread.

This follows several emails to you regarding this matter and the total failure by DHL, I need you to actually do something about this, I will no longer be accepting scripted replies and inaction.

If anyone of you feel that this is acceptable behaviour or service by any standard, you are sorely mistaken.

Absolute failure all round, have used Back Market many times previously always, always great. This time however, unbelievably poor customer service via their in app chat service, scripted replies at best, no ownership, like none. Passing everything back to the customer to chase, escalate, beg, for a resolution. It’s been a week of constant back and forth, no phone received, money taken, no customer focused solutions to help, I will be taking this further. I think it’s appalling to treat any customer this way in 2026. Purchase was made through Best4Tech UK.

This is the second online order I’ve placed with EJ in the last few months. For a much sort after watch as a gift. First order was supposedly “delivered” by lacklustre DX security delivery. They lied about even attempting delivery let alone making it, this went on for 3 weeks. I had to take the initiative at every turn as EJ lacked the interest to want to actively resolve the situation. No suggestions, no advice or solutions, I was just left to wait until I took the decision to cancel the order. That was one birthday missed, second most recent order, arrived, DEAD! The watch was beautiful, but basically a paperweight, not working, took it in store post lockdown only to be told it could take up to a month to fix, this was the last one in stock so couldn’t get the same piece replaced. Didn’t see anything else worth getting and again as a gift, you get what you know the person receiving the gift wants! So again another birthday ruined! No apology, no gesture offered, nothing! I’ve been an EJ customer for 12 years!! From engagement ring to wedding band, push present and anniversaries, I’ve always sort to give them my custom. In store there is only one staff member in the Leicester highcross store I would wish to engage with in a sale, always goes above and beyond, but these online failures and lack of any initiative by staff in store have left me a very unhappy customer, twice around and several hundred pounds in, albeit refunded, but that’s not the outcome we were after. Seriously disappointed customer here EJ.