Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered multiple items says shipped no tracking provided. Was rudely accused of being crazy seeking details for the order. Highly unprofessional and made a police report in regards to this incident. Do not trust this company its a scam.

  Business Response

  Date: 02/26/2025

  Hello *****,
  
  We are sorry to hear about your dissatisfaction with our customer service team.  We reviewed the conversation you had with them.  Respectfully, they provided you the right information and you argued with them about sending an email to ******************************* which ultimately you ended up doing.  Please consider your part in the miscommunication.  Also, CURSING at a customer service person because you don't want to send an email is completely inappropriate.  Please don't mistreat customer service people.  For many, if not most companies, customer service personnel tend to be lower on the hierarchy and have been provided the tools necessary to either directly address, or simply guide you to a team designated to assist in your concerns.  In this case, you were guided to email the correct team and behaved terribly.
  
  As for your order, your item/s have shipped.  We emailed you your tracking link. Please watch for your delivery as it could arrive at any time.  Please review the email we also just sent you with this and additional guidance on tracking your order.  If you wish to cancel you will first need to ship the item/s to us at your expense and there will be a restocking fee that will also need to be satisfied before we can further assist with cancellation.
  
  Please also review these policies: *************************************************************
  
  Please consider that you have your item/s on their way, everything is going smoothly, and perhaps your frustration could easily have been avoided if you simply listened to our customer service team instead of rudely arguing with them.  We have customer service to help guide our customers, which they reasonably did.  
  
  Thank you again for your business, patience, and understanding, and if you do want to ship the item/s back to us please let us know and we can provide you with the shipping address and additional instructions and expectations, as well as send you a ****** request for the restocking fee.  Lastly, bear in mind damaged items are non-returnable.
  
  Sincerely,
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a company called buy on trust to purchase a laptop. The laptop was going to be delivered to a bestbuy store and picked up there by me. I got an order number and everything from bestbuy and emails outlining when I could pickup. I paid the initial fee as well as the first few payments but then after getting the laptop on June 12 it never worked! We took it to bestbuy to have it looked at and they determined it was unfixable and obselete meaning even if it could be Apple wouldnt fix it cause its too outdated yet I bought it as a certified refurbished! I contacted uownleasing which is the company responsible for the payments and they tell me its outside their return window and I cant now I explain that I have paperwork from bestbuy and they took too long and they route it to buy on trust who has not responded or done anything I dont want to continue getting docked for payments that I refuse to make on a faulty product that has never worked. I would just like the lease canceled the item returned and my money I paid refunded. I know better than to do business with this company again.

  Business Response

  Date: 09/10/2024

  Thank you for confirming you picked up your item on June 12th, which is also what we see.  You claim the item never worked.  Best Buy allows customers to open and inspect their items in-store before leaving.  Even if you didn't do that its hard to believe you didn't open and try out the laptop soon thereafter.  Best Buy offered you until June 28th to return the item, and offers in-store support.  BuyOnTrust does not appear to have been notified of any issues relating to your issue; this is the first we can find that we have heard of any issues.  Unfortunately its hard to believe the item never worked given that Best Buy provided you a generous return window, including troubleshooting with their in-store support team, and you also claim to have had a generous return window with the lease provider beyond that point.  
  
  For those reading along: We highly recommend open and try out your items before leaving the store.  Consider purchasing an extended warrantee, if available, at the store at time of pickup.  If you have issues, please troubleshoot in-store with Best Buy's support team.  Make sure to ask about the return window before leaving the store, and/or notify BuyOnTrust via ******************************* as soon as an issue occurs.  While we can't guarantee an outcome to your liking, we can at least see how we can help.  Truly we are here to help and support our legitimate consumers! 

  Please also note, fraud is a major issue affecting costs.  BuyOnTrust works very hard to protect our customers against rising costs by mitigating fraud.  In this case, its highly unlikely the scenario this person shared is actually the truth.  Due to that unlikely probability the best recommendation we have is to make on-time payments, pay off your lease, and re-apply.  There is a good chance you can get approved for a higher amount, and to get another laptop.  Please be careful to not spill anything or damage your next item as that is a likely issue here.

• Initial Complaint

  Date:07/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order# *****. I never received their "verification email" or an order confirmation email from Best Buy. I went to their online chat to cancel my order and the chat functionality disappeared as soon as I said I wanted to cancel. I called customer service, and they said I had to send an email. I sent an email, and it went unanswered. I want to cancel my order as I never received anything from this company.

  Business Response

  Date: 07/08/2024

  Reader beware, we don't believe this is *******************.  BuyOnTrust works very hard to protect consumers against identity fraud/theft.  Our fraud team has been actively trying to work with this person to identify them and they are refusing to reasonably cooperate.  BuyOnTrust will contact local law enforcement in an effort to further protect ******************* against identity fraud/theft.  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21945816
  
  I am rejecting this response because:
  

   

  This business is so full of garbage. Look at all their complaints. Their go-to response is to say that the person complaining is a fraudster.

  
  Sincerely,
  
  **********************

  Business Response

  Date: 07/12/2024

  This person has been noted as fraud and has hereby been refused business through BuyOnTrust.  ***** and desist any/all current and future actions to defame, harass, and in any other way injure BuyOnTrust.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21945816
  
  I am rejecting this response because:

   

  Business insists that I am defaming them, yet they have defamed me by saying I'm not who I am and that I am committing fraud. I urge everyone to please not give this company your info. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 07/16/2024

  BuyOnTrust blocked this person's attempt to place an order, and guided this person to speak with their lease provider about any payments they might have provided to the lease provider.  BuyOnTrust does not collect payments for leases.  Furthermore, local law enforcement has been involved in this case.  Lastly, we do not believe this person is who they claim to be.  BuyOnTrust has sent multiple attempts for them to verify their identity, and they appear to have taken actions to thwart our efforts.  In order to protect ******************* this order has been denied, and his information blacklisted in order to best protect him from fraud through the BuyOnTrust program.  We greatly thank our thousands of legitimate consumers both for your orders, and your appreciation of our efforts to protect you and others.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21945816
  
  I am rejecting this response because:

  Business is full of it. I am who I say I am so I hope they do involve local law enforcement.

  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an iPad from these folks last year, I ended up returning it to best buy for a exchange for another item, which led to another few exchanges. I ended up returning everything to best buy and my entire amount I spent was refunded to buy on trust as per the receipts I provided them, they then claim that because I did an improper return, I am still forced to pay them for a product that a) I no longer have because I returned and b) will refuse to do because it's illegal to force a customer to pay for a product they have returned. This company harassed me daily telling me to pay for items I have returned and submitted proof multiple times, at this point they have been the biggest headache of my life, I am seeking them to close my account and leave me alone.

  Business Response

  Date: 04/25/2024

  We greatly appreciate our customers and have a very easy process for returns, as explained here: **********************************************************************************

  Unfortunately this customer did not follow this process, which resulted in Best Buy initially telling us this person did not make a return, and instead processed an unauthorized exchange on 12/1/2023. We have worked extensively with Best Buy and this customer.  We have finally resolved the issue with the customer and proceeded to request a cancellation and refund with their lease provider.

   

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged me $40 before even coming up with my down payment and agreement plan payments but then after they took my money they kept asking for ID verification to confirm my order before they could release the items to me they said I had to upload ID to a link which after asking several times and emails and other website through a chat service they did not provide me this link they keep telling me I have to click on to verify my identification I've asked for a refund and to cancel my order entirely and everything else but still not got my money or any kind of acknowledgment or even a **** link for that matter I think it's a fraudulent or unprofessional business practice they have going on for sure

  Business Response

  Date: 02/20/2024

  Hello ******,

  Your last email to us asked us to both send you a new ** verification link, as well as inquired about a refund.  We did not issue a refund because you made it clear you still wished to continue with your order by asking for a new ** verification link.  If you simply want to cancel your order and get refunded you just need to reply again to our team at ******************************* and let them know you are unable to pass the ** verification check, and would instead like to receive a refund. 

  For those reading along, please note: This person attempted to verify their ** using digital images of somebody's ** that *** have been forged.  In an effort to protect consumers against identity fraud/theft we require legitimate customers to pass an ** verification check to verify their identity.  We appreciate the tens of thousands of our legitimate customers!  Thank you and we are honored to protect and serve you!

  Customer Answer

  Date: 03/08/2024

  I am so sorry for the late response I am just seeing your message now and I'm glad of that because I will submit a screenshot of the conversation I've had with this company by and trust that I made the complaint about it's a really a lot to explain what the emails pretty much say it all for the most part I went back and forth with the emails and then again on the website via chat which on a side note I was given another customers information to a link to click provided by the customer service agent saying that would show me about my rental agreement and everything else when I clicked on it it was somebody else's information and what they ordered good thing I'm not a bad person because I sure I could have used that in a bad way so just because of that they should be really looked into because that's not safe good thing I'm a good person anyways after asking if I have dropped my case with the better Business bureau and I said yes I did which wasn't true they informed me that they had went ahead and canceled my lease agreement for no reason whatsoever I've paid for the items about 6 weeks ago and I haven't been able to pick them up for one reason or another I would like to get some kind of compensation out of this as well as publish this  case please

                 I am going to send you a couple of screenshots of the last couple interactions between that company and I and then I will just forward the whole thread from the email between them and I to you after I send this part

  Business Response

  Date: 03/14/2024

  Due to fraud this person has been banned from BuyOnTrust. BuyOnTrust has not received any payment from this person and has banned them from ever doing business with BuyOnTrust.  Evidence has been provided to the BBB to support BuyOnTrust's position.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21315366
  
  I am rejecting this response because:
  I'm not sure what else you guys want from me I just want my **** money back this is ridiculous there's no reason to cancel my order first of all all because I contacted the better Business bureau because it was over a month that I paid for the merchandise and still didn't receive it and because I contacted them now you guys are canceling my order saying it was due to fraud that wasn't the case at all until I contacted the better Business bureau so what is the problem now I just want my money back I should be going for extra due to wasting my time and energy I have done nothing wrong I just want my money back now what else do you guys want for me I submitted my ID several times there's no issues so what is the holdup I'm about to get a lawyer over this
  Sincerely,
  
  *********************

  Business Response

  Date: 03/25/2024

  This consumer attempted to commit fraud, never paid money to BuyOnTrust, and has violated our policies.  They have subsequently been banned from BuyOnTrust.  The lease provider, to the best of our knowledge, has issued a refund of any money that this person attempted to pay in connection with their attempts to place an order through our program.
  
  For those reading along: BEWARE OF FRAUDULENT REVIEWS.  Fraud rings appear to manipulate the BBB and other review platforms by trying to discredit companies like ours that protect YOU against having your identity stolen, and other fraudulent activities that ultimately cost YOU money.  Thank you for the legitimate business of our Tens of Thousands of quality customers!

  Customer Answer

  Date: 03/28/2024

  I have once again submitted proof they charged my account $40 and now I'm with out that money and have no laptop. I have all the emails stating that I was to pick up a laptop I was renting through them and Best buy after several attempts of submitting my ID along w other documents they requested they said my item was shipped they took my money before anything I have to add to this . Finally after a month of waiting I contacted them long story short I didn't get the laptop or my money back. They stated in their response they issued a refund ...how would that be if they never took any money from me like they first said?!?  I have all the proof showing this! All because I contacted the BBB they are saying my order is fraudulent. How is that? You have all my of info and banking info ...what is fraudulent? What Info did I provide that was fake? Your the only fake around here! I just want my $40 back and to warn others to read how many times this same thing has happened on other reviews I wish I would have first! Please give me my money. What do I have to do you already stole my personal information and identity I'm about to report that next if my money isn't given back by the first week of April. Now that's fraud! Stealing someone's personal info!! I'm not saying anymore,! 

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21315366
  
  I am rejecting this response because:
  (I'm coping and pasting my response I left on the other page )

  I have once again submitted proof they charged my account $40 and now I'm with out that money and have no laptop. I have all the emails stating that I was to pick up a laptop I was renting through them and Best buy after several attempts of submitting my ID along w other documents they requested they said my item was shipped they took my money before anything I have to add to this . Finally after a month of waiting I contacted them long story short I didn't get the laptop or my money back. They stated in their response they issued a refund ...how would that be if they never took any money from me like they first said?!?  I have all the proof showing this! All because I contacted the BBB they are saying my order is fraudulent. How is that? You have all my of info and banking info ...what is fraudulent? What Info did I provide that was fake? Your the only fake around here! I just want my $40 back and to warn others to read how many times this same thing has happened on other reviews I wish I would have first! Please give me my money. What do I have to do you already stole my personal information and identity I'm about to report that next if my money isn't given back by the first week of April. Now that's fraud! Stealing someone's personal info!! I'm not saying anymore,! 
   Sincerely,
  
  *********************

  Business Response

  Date: 04/05/2024

  This person is further committing fraud by providing what appears to be a charge from a different company, NOT BuyOnTrust.  Their screenshot appears to reference Uownleasing.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a order on December 3rd 2023. For a PlayStation 5 digital and a ****** pixel 7 refurbished phone. The order was lost with **** *** did their investigation an made the claim an issued a reimbursement to buyontrust since they labelled the items lost in transit. Now buyontrust is just saying the items was delivered even tho *** clearly has it labelled as lost in transit an reissuing a claim reimbursement to buyontrust. Buyontrust emails me an tells me they will not reissue the items because the items are listed as delivered when that is not true and not the case. A month and half later an they still have done nothing to solve this issue.

  Business Response

  Date: 01/11/2024

  Hello and to whom it may concern,

  This complaint is inappropriately flagged against BuyOnTrust.  Please see the attached email from Best Buy confirming the result of their investigation.  ***** has been directed to file a police report and speak further with Best Buy directly.  Also, ***** has been banned from BuyOnTrust for fraud.

  Sincerely,

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21126315
  
  I am rejecting this response because: due to buyontrust just posted a old response from best buy before *** has concluded that the items was lost in shipping. As stated before and in the images I have posted. *** has stated the items was lost and a claim was sent to best buy and buyontrust about the items. Buyontrust please say the correct and updated information thank you 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/05/2024

  Hello *****,

  It seems Best Buy is receiving different information from the courier.  Attached is the communication directly from Best Buy for you.  Cease and desist any further communication to BuyOnTrust, and immediately remove all defamatory communication regarding BuyOnTrust.  You are welcome to further pursue your claim with Best Buy directly.

   

  Sincerely,

  Customer Answer

  Date: 02/06/2024

  What information do I need to send? They are a 3rd party company. I will send what ever needs to be sent against this company.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought some items from Best Buy and the buy on trust had no idea how to return them. I was sent to 5 different phone numbers to finally be told to return the items to best buy. I did, and hte manager had no idea what the lease was, buy on trust, uownleasing.. Nothing..

  Business Response

  Date: 11/30/2023

  Hello ************** and Happy Holidays!  Here is the returns process as explained on our website:
  
  **********************************************************************************

  Simply email the appropriate team listed here and they can help you as long as you are within your returns window at Best Buy.  If you are outside your return window then you cannot return your items.  If you purchased an extended warrantee that is between you and Best Buy.  Lastly, you can speak directly with your lease provider for any additional options.

• Initial Complaint

  Date:11/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sign up for a lease to purchase and I was apto buy a iPad, evething was fine until fed-ex delivery was to the wrong address and I file a complaint with them after investigation fed-ex said they gave my package to a door man, I dont have a doorman in my building and I spoke to buy on trust explaining the situation, fed-ex told me that the driver went back to where they left the package and it was gone, they told me to contact the shipper so they can file a claim, after I talk with a rep at buy on trust about what fed- ex told me to do, they insist that fed-ex deliver my package to me which was a lie! Buy on trust is just going buy what the tracking says and not talking directly to fed -ex so fed -ex can tell them what really happen that my package is lost! And went to the wrong address, I really upset as buy on trust is telling me I have continue to pay my lease until its paid inston talking directing to fed-ex to find out my package was sent to a wrong address even through its says deliver but not me, instead to a door man!

  Business Response

  Date: 11/17/2023

  Hello *****************,

  BuyOnTrust received communication from you on 11.13.2023 claiming your items had not been delivered.  An investigation was conducted, and concluded that both Best Buy and the courier are claiming your items have been delivered.  You have been since guided to bring the documentation you have, along with your photo ID, to your local Best Buy store to speak with a store manager to see if there is anything they can do for you.  We appreciate your business, patience, and understanding as BuyOnTrust is at the mercy of Best Buy and ************ to manage inventory, and both are claiming your item/s have been properly delivered.  Lastly, here is a link to the policy you agreed to whereby you accepted responsibility for your shipped item/s:**********************************************************************************
  
  For those reading along, mail fraud has been a growing form of fraud whereby a consumer claims to have not received their goods in order to attempt to clear their debt.  We are not claiming ***************** is committing fraud, however we want to general public to be aware of a potential issue like this.  These and other forms of fraud unfortunately result in higher inflation via costs being passed along to other, legitimate consumers.  BuyOnTrust acts in-good-faith to protect and support all of our customers, including working to overcome fraud.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20882755
  
  I am rejecting this response because: buy in trust didnt not CALL FED EX ALL THEY DID WAS CHECK THE TRACKING INFROMATION ANd LIKE I SAID IT WILL SAY DELIVERED But IF YOU CALL FED EX THEY WILL Tell YOU WHAT REALLY HAPLEN! I would not be going through all this if I was not being honest!!  Fed ex gave my package to a door man !!!! And they told me the driver went back to get the package but it was gone!!!You guys say you did an investigation l??? By only check the status and Not calling fed ex directly!! I have sent u-own letter that fed have sent me in rewards to this situation and I will take this to court!!!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a request for credit for several items for lease to own. I was approved for 2000. I ordered a computer, a weed whacker and a dehumidifier. I paid 40 dollars and then they took some random 6.86 out. Upon reviewing the sku and upc codes of the HP computer, the one they are advertising for 929.00 6550427 is not an Envy computer but a full HD laptop that at Best Buy is 599.00. The same exact computer minus the release date of 1 year difference is 1,049.00 6477889 through this company buyontrust, in Best Buy it’s 799.00. So at Best Buy these two computers are identical in every way accept 1 year diff in release date and Best Buy is correct in charging 200 dollar diff but buyontrust is charging 1049.00 and 929.00? That is 400 dollar difference. When I contacted the company they were rude, told me I needed to be nice, and had no intention in cancelling my order as requested. They went on about other happy customers and blah blah. They ran my credit and said they don’t, they took 40 plus 6.86 out and they won’t cancel the order. I call Best Buy and they have no idea. ***** is the one I have been emailing but no one picks up the phone. So with this many complaints are we going to keep waiting for more or just let people get scammed? Come on.

  Business Response

  Date: 10/26/2023

  Hello BBB team,
  
  We do not believe this was based on an experience with our company.  Can you help us challenge this review to have it removed based on it likely relating to another company?
  
  Sincerely,

  Business Response

  Date: 10/30/2023

  We greatly appreciate our wonderful patrons and hope all who are reading can understand we do not believe this was based on a genuine interaction with our company. If any customer has any legitimate questions or concerns please email us at: ******************************* and we are more than happy to work with you to find a resolution. PLEASE NOTE: BuyOnTrust does not offer or manage Approvals, Denials, Leases, Payments, or product inventory.  Also, we unfortunately have had cyber criminals attempt to place fraudulent orders misrepresenting themselves as others.  We take identity fraud/theft very seriously, working with local and federal law enforcement to assist in the apprehension of criminals.

• Initial Complaint

  Date:09/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with buyontrust on Sept 1, 2023. The order was for $929.99 to be leased through uown with a $40.00 processing fee? The order was to be picked up by September 10, 2023. It is a week later, I have called and emailed asking them for an update on my order. Basically, what I get is check the tracking status. Well that’s all great and fine that I have that, but it’s not updated and I have repeatedly asked! You call, you have to either leave a voice message for a return call that you’ll get lord knows when. You email, they redirect you to the link with the NOT UPDATED STATUS and all you want to know is what’s going on with my order. I have signed a lease with uown for this product that they haven’t even delivered yet, won’t give me an update for and to be honest are rather rude in their responses because as a customer, you have right to be upset that things are not as stated and when you say something to them about it, they tell you that they will permanently block you from being able to contact support at all! I just want them to do their damn job! I paid for something that was supposed to arrive, it hasn’t, I’d like to know when and if that is going to happen in a timely fashion bc otherwise I need to know if I need to look at other options. I was counting on this for work purposes and I’m still making excuses to my boss as to why I can’t do what he’s asking bc I DONT HAVE WHAT THEY SAID I WOULD A WEEK AGO!

  Business Response

  Date: 10/26/2023

  Hello BBB team,
  
  We do not believe this was based on an experience with our company.  Can you help us challenge this review to have it removed based on it likely relating to another company?
  
  Sincerely,

  Business Response

  Date: 10/30/2023

  We greatly appreciate our wonderful patrons and hope all who are reading can understand we do not believe this was based on a genuine interaction with our company. If any customer has any legitimate questions or concerns please email us at: ******************************* and we are more than happy to work with you to find a resolution. PLEASE NOTE: BuyOnTrust does not offer or manage Approvals, Denials, Leases, Payments, or product inventory.  Also, we unfortunately have had cyber criminals attempt to place fraudulent orders misrepresenting themselves as others.  We take identity fraud/theft very seriously, working with local and federal law enforcement to assist in the apprehension of criminals.