OnBuy.com: most-reported complaints
Automated analysis of 3,533 public Trustpilot reviews published 2025-12-11 to 2026-09-27. TrustScore 4.4 from 135,501 total reviews — see the Trustpilot page. Quick answer: is OnBuy.com legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, accounting for 31% of the 941 complaints identified in the analysis period. Faulty products were the second most common issue, cited in 24% of complaints, while items not as described made up 20% and showed a rising trend. Late deliveries were reported in 15% of cases, with the remaining issues comprising the rest of the complaints.
How to reach OnBuy.com
These are the contact details OnBuy.com publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address 167-169 Great Portland Street, Fifth Floor, London, W1W 5PF, GB.
The company claimed its Trustpilot profile on 2017-06-15, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 116 of 197 in Online Marketplace. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 8 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Contactong OnBuy.com”, “OnBuy.com user Reviews”, “Has anyone bought anything from onbuy.com before?”.
TrustScore over time
4.4 → 4.4 across 16 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 0.3d) · 2026-08-15 (100%, 0.3d) · 2026-08-18 (100%, 0.3d) · 2026-08-21 (100%, 0.3d) · 2026-08-24 (99%, 0.3d) · 2026-08-27 (100%, 0.3d) · 2026-09-01 (100%, 0.3d) · 2026-09-04 (100%, 0.3d) · 2026-09-07 (98%, 0.3d) · 2026-09-10 (100%, 0.3d) · 2026-09-13 (100%, 0.3d) · 2026-09-16 (100%, 0.3d) · 2026-09-20 (100%, 0.3d) · 2026-09-23 (100%, 0.3d) · 2026-09-27 (99%, 0.3d).
Severity: 20% of this company’s 941 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 3.7 days between the experience and publishing their negative review (1052 reviews record both dates).
Measured reply time: across 959 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of under a day.
Reply quality: of 959 company replies to negative reviews analysed, 54% engaged with the specific problem and 42% were generic templates.
What employees say
Employees rate OnBuy.com 2.7★ overall from 77 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2765 company-invited reviews in the recent window average 4.59★, while 180 organic (uninvited) reviews average 1.70★.
10% of its 2313 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 31% of this company’s complaints vs a 23% median across 91 ranked companies in its sector.
Review velocity: 27,885 of this company’s 135,501 Trustpilot reviews (21%) were written in the last 12 months.
What are the most common complaints about OnBuy.com?
Delivery failed
290 reports · 31% of complaintssteady“My order was not received, yet OnBuy closed my case in the seller’s favour simply because the tracking showed the parcel as “delivered”.”
The company replied on 2026-09-09: “Chris, We’re very sorry to hear that you’re unhappy with the outcome and apologise for the frustration caused. We understand your disappointment. However, we can assure you that the information and…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“only half the order was actually delivered.”
The company replied on 2026-07-21: “Peter, We appreciate you taking the time to share your detailed feedback regarding your recent order and the issues you encountered. We are truly sorry to learn about the significant inconvenience…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“Order didn't turn up which tbh may have been because of the courier Evri but had big problems getting them to agree to replace.”
The company replied on 2026-07-20: “Kevin Veasey, We are truly sorry to hear about the awful service you experienced, particularly with the undelivered order and the difficulties in getting a replacement. We understand your frustration…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Faulty product
227 reports · 24% of complaintssteady“This item is counterfeit.”
The company replied on 2026-09-21: “Alison, We are truly sorry to hear about your experience and the issues you've encountered with the item you received. We understand your frustration regarding the product's authenticity and do not…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“return the item due to poor quality.”
The company replied on 2026-09-04: “Customer, We are truly sorry to hear about the trouble you're experiencing with returning your item and the quality issues. We understand how frustrating it is to wait for a return label. We have…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Received bmw seatbelt extenders that do not work at all”
The company replied on 2026-07-20: “Steve Blakeley, We are concerned to hear about the issues with the BMW seatbelt extenders and the difficulty reaching us. We have reached out to the seller and have contacted you by email with more…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Not as described
192 reports · 20% of complaintsrising since 2026-07“This item is counterfeit.”
The company replied on 2026-09-21: “Alison, We are truly sorry to hear about your experience and the issues you've encountered with the item you received. We understand your frustration regarding the product's authenticity and do not…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Fake items being sold then you have the nerve to offer me 20% off”
The company replied on 2026-07-22: “susan muller, We are truly sorry to hear about your experience and understand your frustration regarding the item you received. We take such matters very seriously and are committed to ensuring the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Seller sent me a PC that was completely different to the original listing no GPU but there was a GPU in the listing”
The company replied on 2026-07-20: “river blake, We are truly sorry to hear about your experience with the PC you received and the significant discrepancies from the original listing. We understand your frustration regarding the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Delivery late
140 reports · 15% of complaintssteady“The original delivery estimate (17–18 July) was missed, followed by revised delivery dates of 20 July, 21 July and now 23 July”
The company replied on 2026-07-22: “Kacper Ziaja, Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and sincerely apologise for the frustration and inconvenience this has caused. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Advertising delivery within 3–5 working days and then changing it to more than a month after payment is taken is unacceptable.”
The company replied on 2026-08-11: “Tomislav Canzek, We are truly sorry to hear about your extremely disappointing experience. We understand your frustration regarding the delivery discrepancy, the lack of a proper response to your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“got invoice it said delivery date June 28 2027”
The company replied on 2026-08-12: “Mr David Foster, We are truly sorry to hear about your frustrating experience with your order and the difficulties you've faced trying to get a resolution. We understand your disappointment regarding…”
Our classifier read this reply as a template response.
Support unreachable
98 reports · 10% of complaintssteady“items have not arrived, I am unable to contact them.”
The company replied on 2026-08-17: “Mick Humpage, We are truly sorry to hear about your frustrating experience with the non-arrival of your li-ion batteries and the difficulties you've faced trying to contact us. We understand your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Im still waiting for my items i can not speak to anyone about this issue”
The company replied on 2026-07-17: “RONALD SMITH, We are very sorry to hear that you are still waiting for your items and have been unable to speak with anyone about this issue. We understand your concern and frustration. We have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“there is no way of contacting OnBuy neither”
The company replied on 2026-07-17: “Albert, We are truly sorry to hear about your frustrating experience with sellers and the difficulties you've encountered trying to contact us. We understand your disappointment regarding the lack of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
80 reports · 8% of complaintssteady“My order was not received, yet OnBuy closed my case in the seller’s favour simply because the tracking showed the parcel as “delivered”.”
The company replied on 2026-09-09: “Chris, We’re very sorry to hear that you’re unhappy with the outcome and apologise for the frustration caused. We understand your disappointment. However, we can assure you that the information and…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“The original delivery estimate (17–18 July) was missed, followed by revised delivery dates of 20 July, 21 July and now 23 July”
The company replied on 2026-07-22: “Kacper Ziaja, Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and sincerely apologise for the frustration and inconvenience this has caused. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“only half the order was actually delivered.”
The company replied on 2026-07-21: “Peter, We appreciate you taking the time to share your detailed feedback regarding your recent order and the issues you encountered. We are truly sorry to learn about the significant inconvenience…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
Compare OnBuy.com with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.