So, the 5 stars is for BackMarket. I ordered a Premium quality S23, and it got shipped out super fast, which was great, but the condition that arrived was far from Premium. I got onto the chat right away, and the customer support agreed it wasn't up to snuff. I opted for a refund, because my trust was shaken, but then I pivoted and went for the express replacement – I was sent a new Premium device within 2 days, and could send the old one back once I'd confirmed the replacement was okay, all without being charged. Fortunately, the replacement was in fact Premium (thumbs up to the different provider!), and I sent the old phone back. That's been received, and everything is now settled.
I'm loving my new phone – massive, massive upgrade from my Motorola G31. After the poor quality control of the first phone sent out, I was really wary of sticking with BackMarket, but the options open to me were really good, customer support was very quick to respond and resolve, and I got loads of updates at every step of the process. Given how they handled a not-so-great situation, I would absolutely buy from here again, and would recommend to others.