“Had some really nice stuff from this company.... always followed up with an email to make sure product has been delivered etc. Never had a problem with them”
“Please do not purchase anything from this company. They are conmen. I ordered a package from them and they sent me a message saying it had been delivered. It hadn’t, so I messaged them to that effect. They said it had been signed for. I assured them neither I nor my 2 neighbours had received it and I asked to see the signature. They didn’t send it. So I asked for my money back after the statutory 30 days. They said I would get a refund. I didn’t. They just keep giving me BS replies with “a refund takes time”. Trading standards and action fraud really need to look at this firm and put them out of business.
I cannot stress enough. DO NOT GIVE YOUR MONEY TO THIS COMPANY.”
“OnBuy are a Great place to search, and often find, Great Bargains.
I've not had reason to contact CS or request returns or refunds.
I am so far, very happy - buying from them has saved me a lot of money.
Thankyou OB”
“OnBuy is a scam. Trading Standards needs to take this website down to rescue customers before they become victims of their scam . Read my story below...
Hi OnBuy,
Although I have sent numerous messages to ask OnBuy to help me to get refund for my purchases associated with orders T52VFTQ and T52SGG8, but you have failed to respond since your last email from Yhainesson on 07/10/2023.
I'm not sure whether these messages I send to you via your online form reach you. Firstly, your instructions on how to contact OnBuy are misleading. According to the instructions on your website they read, “All you have to is log into 'My Account', select the message with the seller and click 'Contact OnBuy'. However, this option is not available other than a message with heading which reads, "Write a reply to "OnBuy" & "Alivn". Even when I use this message option to reply to OnBuy, the sent message status shows the message was only sent to one recipient which in this case is the seller, "Alivn".
Therefore, because you are misleading customers by giving incorrect information on how to contact you and your lack of response, I have concluded that OnBuy deliberately tries to make it hard for customers to claim for their refunds.
Secondly, I have concluded that the seller of the all items which are advertised on OnBuy website is OnBuy itself instead of third party retailers. If these products are sold by other retailers, why OnBuy is so reluctant of helping a customer claim for a refund? The answer is OnBuy is not interested to help customer claim for a refund because is concerned that it will lose its sales revenue. In other words, OnBuy is scamming customers thinking they are buying from other retailers without realising that the seller is OnBuy itself.
I intend to publicise this message to as many media platforms as possible to raise awareness of OnBuy scam as well as make a formal complaint to the Trading Standards.
Regards,
Lilly”
“Bought a cute cat plushie that I had seen advertised elsewhere for around four times the price! Great quality, and arrived within the predicted timeframe (although the delivery did take around 3 weeks to arrive, but this was to be expected from the delivery timeframe). In regards to people not receiving great customer support from OnBuy, then OnBuy does state that it is a middleman for manufacturers and consumers to connect (hence the cheap prices). Therefore, OnBuy does not actually handle the parcel or deal with its shipping - it is simply a website that manufacturers can advertise on. However, I did get a weird email implying that my parcel had been delivered when it hadn’t (asking me if my order arrived safely, or if I am still waiting on it), and saying that I was still waiting on it resulted in me being taken to a generic “common Q&A” page, with nothing in regards to a missing parcel. However, 3 days later (and still in the delivery timeframe), my order arrived. In conclusion, I don’t think that OnBuy is completely a scam website (as implied by many reviews), but I would use it at the risk of getting a bargain that may never arrive.”
“Do not buy from this company..so I orderd what said Sketchers...
Like Really...these said shoes arrived wrapped in a bit of bubble wrap and just mesh shoes..disgusting...
I asked for.a refund but was totally ignored..
So lesson learnt...do not use this site..
It should be taken down.....
Absolute scam......”
“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”
