“I ordered pair of converse trainers that did not arrive. Having pursued this, 2 pairs arrived. Very pleased with them so kept both. Naturally charged for both, but credit card statement showed 3 charges. I messaged the seller initially in early October and further messages to them covered all details and photo of 3 payments. Seller simply ignoring ongoing messages. Complained to OnBuy who say the seller is ignoring their request for an explanation. Will pursue but never buy from OnBuy again.”
“I have purchased a fitness watch over two week now , and I just can't get my delivery. They told me that it is was delivered but I didn't get any goods, and they refuse to address my complain.”
“OnBuy and TCMall Store deserve zero and should be avoided at all cost.
I placed an order for a new steam iron with OnBuy on 18 October 2023 and paid £28.47.
The item arrived in only the manufacturer’s packaging – no external wrapping for postage. The box had previously been opened and it was damaged. Μy name and address label had been stuck over the label bearing the details of a previous recipient. Royal Mail had put a sticker on the box to say that they had taken delivery of the box in this condition.
The iron itself had previously been used and the water tank contained condensation. A used electrical item had therefore been repackaged and sold as new.
I immediately asked to return the goods on 21 October 2023. The seller, TCMall Store, attempted to negotiate a price reduction so that I would keep the iron, first of £5, then of £14, which I rejected. I did not want second hand electrical goods. On 24 October 2023 they apologised for delivering a used item. Therefore, they have conceded their mistake. Their reply further stated that they would arrange for collection of the iron and provide me with a full refund if I did not want to keep it.
I confirmed that I did not want to keep the iron but after that heard nothing further from the seller.
I then contacted OnBuy. They say they have not been able to contact the seller either. On 12 November 2023, OnBuy’s customer support, asked me to return the item to the returns address given using the cheapest tracked service and they would refund the order and postage costs. Owing to the size and weight of the package, the only available tracking option cost £16.45.
I returned the item on 13 November 2023 and sent a clear copy of the proof of postage with the tracking number, as requested, but despite contacting OnBuy to ask about my refund, I have heard nothing.
Therefore, I am now £44.92 out of pocket.
I feel that OnBuy hosts dishonest sellers and has also not behaved honestly or fairly towards me.”
“Id give them zero starts if it was an option, they say the parcel was delivered, but it was left far away from the house, nearly a kilometer away in an unsecure location, it went missing, actually there was no proof of delivery, Onbuy have done nothing to resolve the issue, shop anywhere else as this company will give no support if you have a problem.”
“Very bad experience. Went to check out after adding two items to basket and after choosing payment method and getting so far I got an error message so i tried to check out using a different payment method and got the same error. I have now been charged twice for an order that is still in my basket. No order confirmation or any orders showing in my account. You CANNOT contact OnBuy at all The only way is to click on orders to raise any issue. Obviously I have no orders. Have now lost money. Trying to get it back but impossible”
“Very poor , below poor , item did not arrive , retailer said it was delivered and signed for , I asked for a copy of the signed delivery to which they then tell me they do not have a copy ! They advised I would receive a refund , the refund has not happened , I chased again and was advised I have to request a refund ! No option to request a refund , Onbuy protection has not replied , Therefore you are not covered , there is no protection , do not trust the company as they have zero customer service , I have started my complaint with trading standards and advise everyone to do the same”
“Ordered Gillette razors the one I was replacing was still much sharper than the ones they sent which were fake and different from what they sent. Better to get from trusted retailers”
“Purchased replacement heads for electric toothbrush on 26/07/2023. Item never arrived. Asked OnBuy to deal with the matter. They said the seller does not respond to their emails and the case will be referred to OnBuy Protection. As per 02/11/2023 the case is still not resolved. OnBuy has stopped responding to my reminders. There is no option to give 'zero' rating hence 'one'”
“Buying from Onbuy may lose what you paid
Order the 6pk BRITA Maxtra+ Water Filter Cartridges and paid at Onbuy on 18/8/2023. Seller sent the item to wrong address. I asked the seller to resent the item but no response from the seller. I asked Onbuy to follow-up and Onbuy have sent ‘case to dispute’ team and nothing for month. Keep sending email to Onbuy to ask the status and no respone.
Their buyer protection is pointless. I would NOT recommend Onbuy.com.”
“Do not buy from here! Same as others, I bought something, used guest checkout and got no email confirmation of my order or account details online. As they have no contact details available now there is no way of contacting the seller or onbuy to tell them my item was defective. Seems like a scam!”
“Excellent prices,very smooth shopping process, deliveries typically well before the advertised latest delivery. It is wonderful that there are UK business which clearly strive for greatness and OnBuy is most definitely one of them.”
“Bought a Nintendo Switch OLED via clearpay, £285. No email confirmation, no shipping info, no way to contact OnBuy or even the seller. I figured this place was too good to be true, absolute scumbags. These guys have bots to put all of their reviews on trust pilot, now have to get ClearPay to resolve the matter with which they are currently working on. If you enjoy bargains, but absolutely cannot spare money to waste, DO NOT SHOP HERE. These guys are pricks”
“Placed an order with the understanding it'd take a couple of weeks but took just over a month to the point where I was constantly messaging and getting robot responses. Sent me a faulty product in the end and now they're ignoring my messages. I'd avoid like the plague.”
“Do not use this company, they allow scam company to operate and sell fake products from their website and do nothing about it. I brought a scooter from Easypay via the OnBuy website and it was a fake from Chine, being sold as a British brand. I highlighted this with evidence (i even informed the real company) and OnBuy have none nothing!”
“Don’t understand how this onbuy ever got a 4star trust pilot rating as still not received my item and no contact with onbuy etc
This was my first and last time using ONBUY”
