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Business Profile

Online Retailer

BuyOnTrust

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/30/2023

    Type:Product Issues
    Status:
    Answered
    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 went online to find a place I can finance a laptop. I found this company Buyintrust. I applied and received $1750 of credit. I picked my item and paid $40 for a fee. It showed I would pick up laptop at **** *** so on the date of pickup I called ******* but they have no knowledge of this company. I tried to call the company but only a vmail saying leave your name and number but only music plays and no option to leave a message. Now it says delayed pick up. I signed a contract but I want my $40 back since I can’t talk to anyone and I think this company is a fraudulent company.

    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:08/16/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 did an application through Buyontrust to purchase some items. I was approved and everything went through. I signed the lease agreement and the status with Uown is "signed". Buyontrust now said they cannot ship items as I am a South African citizen and they do not accept Passport as valid ID. This was not mentioned before signing the agreement. Now I cannot get hold of anyone at Buyontrust and Uown say they cannot cancel the lease, I need to cancel it through Buyontrust. They don't respond to my emails nor return my phone calls.

    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:07/20/2023

    Type:Product Issues
    Status:
    Answered
    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 was offered an amount of $350 for a lease to own product. I ordered the product and was supposed to be sent an ID verification email. It took my a while to find the email as it ended up in a different folder. By the time I found it the verification process was no longer valid and my order was cancelled. The company will not answer my phone calls and closes the chat every time I try to chat with them they close the chat and will not speak to me nor will the refund me the $329 so I can repurchase the item and go through the verification process again. Even the the order was cancelled they are still saying I need to go to the police and get my identity verified, even though I was told my money would be refunded to the account once the order was cancelled and they won't do it.

    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.

    Customer Answer

    Date: 10/30/2023

     
    Complaint: 20352179

    I am rejecting this response because:they close the chat every time I try and open a chat with ******* and they will not answer or return my calls. Their response is nothing but a lie and they are trying to cover their ***** from any bad publicity. 

    Sincerely,

    ***************************************

    Business Response

    Date: 11/07/2023

    BuyOnTrust does not collect payments, manage leases, or offer approvals or denials.  This complaint is fraud as it is not a dispute with BuyOnTrust.  BuyOnTrust has not ever accepted a payment from this person.

  • Initial Complaint

    Date:07/11/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 say no credit check, but it is checking credit reports and this is advertisement malpractice. I was denied credit or a weekly payment plan as advertise. Date 07/11/2023

    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?  Also, nowhere on our site does it say there is not a credit check.

    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:03/13/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Placed and order with BuyOnTrust for Items at my local Best Buy. I no longer needed my items and requested cancellation of my order. The order was cancelled on March 10th. However, upon checking email, the order was automatically resubmitted and items are once again available for pickup at Best Buy on March 13th. I DO NOT WANT MY ORDER. I would like a refund of the amount charged upon order submittance. And I do not wish to continue to leave messages to an 800 number that no one picks up on. Stay away!

    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:07/08/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 am having an issue with the identity verification that nobody is willing to address. The company uses a software called *****. The issue is when it wants me to take a photo of my ID, well where to begin. The software is bad, terrible, just awful and I don't know how any company in their right mind is so blind to the issues. I looked up reviews of ***** on trustpilot.com and everyone seems to have the same issue and it has many 1 star ratings. The issue is that this junk software will NOT engage the focus on my phone's camera. I called buy on trust customer service twice. The representative I talked to both times who was the same person was very kind and understanding but there did not seem to be much he could do. He gave me the usual suggestions trying to troubleshoot. So I will say I AM using ****** chrome (even tried incognito and the ******* browser) and my phone is a ******* galaxy s20. So a high end phone. I have adequate lighting, no glare, flat surface, the works. However when the verification opens up the camera, it will NOT focus on the image. After it does seem like it took a decent picture, it gives no further steps. After attempting 3 times I got an email saying after a 4th failed attempt my loan would be cancelled. Well I do not want to try this junk a 4th time because it does not work! I use the native camera app on my phone and it takes ******* clear pictures. If they could simply allow someone to upload a photo like many places do, this wouldn't be an issue. However instead I am force to use this c*** software provided to them which does not work, and nobody is able to acknowledge that and help me! Please contact me via email as I am usually busy at work during the day and cannot answer the phone.

    Business Response

    Date: 07/08/2022

    Hello sir/ma'am,

    We work very hard to protect consumers against identity fraud/theft.  With over ****** customers successfully served we are very confident in our ability to detect fraud.  Unfortunately you have failed to verify that you are the person you claim to be.  We offered you three attempts to do so.  We welcome you to share this review with anybody you wish.

     

    Sincerest regards,

    Customer Answer

    Date: 07/08/2022


    Complaint: ********

    I am rejecting this response because: you are still failing to acknowledgemy issue snd brushing it off like its nothing. I am more than willing to provide any documentation necessary but nobody seems to care to tey and help me. I explained why thr 3 attempts failed over the phone and emqil. Can you read?

    Sincerely,

    *************************************

    Business Response

    Date: 07/13/2022

    As we stated before, evidence suggests you are committing fraud.  We do not support criminal activity, and work very hard to protect consumers against having their identities stolen.  For those reading along please note: we do not profit from denying applicants such as this.  However, we truly hope to earn your business in support of our efforts to serve legitimate consumers and make sure nobody is using your identity and credit to get a lease through our program.

    Customer Answer

    Date: 07/19/2022


    Complaint: ********

    I am rejecting this response because there is no evidence i am comitting fraud. Its like you are incapable of reading what i said. I even shared a link showing how terrible that verification software is. I said multiple times i will provide any documentation you need. So to say I am comitting fraud is a joke. What evidence? The evidence of me prividing my petsonal info including my social? Your customer service is a joke. I ordered the product from your compretitot, ******, and it is arriving this week. You could learn something from them, like lesrning how to read. I asked for help I dont know how many times and instead of offering help you are talking out of your rear end saying there is evidence of fraud. Ha! There is no evidence. What a joke.:

    Sincerely,

    *************************************

BuyOnTrust is NOT a BBB Accredited Business.

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