Buytogive Opiniões 44

Resposta da Buytogive

9/03/2026

Hi Wayne,

Your order was placed on 4 February. The order was later cancelled and a refund was requested, which was processed on 4 March.

You contacted us a number of times regarding this and we have reviewed the correspondence. Our records show that we responded to each of your emails through our support address where a reply was required.

We have also spoken with the supplier, Vitamins UK. Following negative feedback relating to their performance, we have taken the decision to remove them from the BuytoGive platform. They will not be reinstated unless they can demonstrate a significantly improved level of service.

We are very sorry for the inconvenience caused and appreciate you bringing the issue to our attention.

Kind regards,
Team BTG

Resposta da Buytogive

9/03/2026

Hi Wayne,

We are very sorry about this situation.

We did not receive any emails from you directly, however we appreciate that you took the time to contact Vitamins UK yourself. Unfortunately their level of service has not been good enough and, as the supplier on our platform, this reflects on BuytoGive as well.

As a result of this and other feedback we have received, we have now removed Vitamins UK from the site. They will not be allowed back onto the platform until they can demonstrate a significantly better level of service for our buyers.

Please accept our sincere apologies for the inconvenience caused. We are committed to making sure the experience on BuytoGive meets the standard our customers expect.

Kind regards, Team BTG

Resposta da Buytogive

23/02/2026

We take your concerns very seriously. However, describing our company as a scam is incorrect and potentially defamatory. We are a regulated organisation and operate in compliance with the standards set by the Fundraising Regulator.

We understand that issues can occasionally arise in any business, and when they do, we work hard to resolve them fairly and promptly. However, in this case, you have initiated a bank chargeback dispute. Once a chargeback has been opened, the funds are held by the bank and are no longer accessible to us. This means we are legally and practically unable to process a refund directly while the dispute remains active.

If you would like us to resolve this matter quickly, the chargeback must first be cancelled with your bank. Once this has been confirmed, we can immediately review the situation and arrange any appropriate refund.

Regarding your comments about reviews, it is worth noting that platforms such as Trustpilot often attract customers who are dissatisfied, while the thousands of successful transactions we process rarely result in reviews. Even major national retailers such as Marks & Spencer have low review scores despite serving millions of satisfied customers.

We would genuinely like to resolve this with you, but we need your cooperation in closing the bank dispute so that we can assist properly.

Kind regards,

BuytoGive

Resposta da Buytogive

24/02/2026

HI, Have you contacted us via the website as we have not had and email from you name) support@buytogive.co

Resposta da Buytogive

18/02/2026

Hi Sebastian,



Thanks for placing your order with us.



I can see this was placed on the 27th January and should have been dispatched within 8-10 days.



I have investigated and can see conversations with our support team occurred on the 2nd Feb and we have chased the vendor for a status update. They have advised it was due to be dispatched shortly, however as this was taking longer than expected you requested to cancel this order on the 8th. After speaking to our payment gateway, I have seen that the cancellation and refund was put through on the 9th. The transaction ID for your reference: txn_01KFNSGECC08YNR5Z9S3X0YDFR_01KH1E45X0TNBCP7EDMAJ0TE4B.



Can you please advise that you have now received your refund? If this is the case, we would greatly appreciate you editing this review as you are negatively reviewing BuytoGive as a platform, rather than the vendor VitaminsUK who your issue lies with. We have tried to resolve this issue as fast as possible after you had alerted us to the issue on the 2nd February and we will be investigating this matter internally with the vendor.



Please speak to your bank and let me know if your refund is now with you and if not I am more than happy to investigate further and feedback via email is required.

Regatds


BTG Team.

Resposta da Buytogive

Actualizada a 18/02/2026

Hi Ian,

Thank you for coming back to us.

Regarding the account issue, we will review this with our technical team. There was a login bug earlier in the year which has since been resolved. In this instance, the reason you were unable to log in is because the order was placed using guest checkout and no BuytoGive account was created.

Our customer support email address is included in the order confirmation email, and we also have a “Get in Touch” page in the footer of our website which customers use without issue. We appreciate your feedback and will review whether this could be made more prominent.

With regard to the bank dispute:

Once a chargeback or dispute is raised with the card issuer, the transaction formally enters the card scheme dispute process. At that point, the issuing bank provisionally reclaims the funds and the transaction is flagged within the payment gateway system. While it remains in that status, the original transaction cannot be processed in the normal way, including refund or fulfilment, because the funds are no longer settled and are subject to the dispute process.

This control exists to prevent duplicate outcomes, for example both a bank-processed refund and a separate merchant refund, or goods being dispatched while the payment is simultaneously being reversed through the card network. The transaction must therefore be resolved either through the bank or by closing the dispute before it can return to normal processing status.

There are therefore two possible routes from here:

The dispute continues and is resolved by your bank. If this happens, we will submit the full order record, confirmation emails and communication history so the issuing bank can make a decision based on the documented facts.

The dispute is withdrawn or closed by you. Once closed, the transaction returns to normal status and we can either request dispatch from the vendor or process a refund directly, depending on your preference.

Please let us know how you would like to proceed and we will act accordingly.

We genuinely want to resolve this properly and in line with the correct process.

Kind regards,
Team BuytoGive

Resposta da Buytogive

10/02/2026

Hi Nikki,
We have checked your order and the only message we received from you was on Monday 9th February, the same day you posted this review. This means we haven’t had much time to resolve the issue yet.
As you wrote in your email “Where the Hell is my order!”, we immediately contacted the vendor after seeing your review. They have confirmed that your order is now due to dispatch in the next few days.
The listing and our sales terms clearly state a dispatch time of 8–10 working days. Unfortunately this has been exceeded and we sincerely apologise for the delay.
To move forward quickly please let us know:

Would you like us to proceed with this order now that it is about to ship?
Or would you prefer a full refund?

However, we can also see that a chargeback has been started with your bank. To help us resolve this smoothly either way, could you please ask your bank to withdraw or cancel the chargeback? Once that is done we can process your chosen option without delay.
We would like to reassure you that we are a legitimate marketplace platform. A large percentage of the fees we charge vendors is donated to a charity chosen by the buyer. This is shown by the thousands of successful orders we have completed. Sadly less than 0.1% of orders experience teething issues like this unfortunate delay and again we apologise for any frustration caused.
Please reply to our customer service team or send a message here letting us know how you would like to proceed.
Thank you for your understanding.
Best regards
Team BuyToGive

Resposta da Buytogive

17/02/2026

Thank you - we are working hard to provide the best possible service.

Resposta da Buytogive

17/02/2026

Thank you - we are working hard to provide the best possible service.

Resposta da Buytogive

Actualizada a 3/02/2026

We’re really sorry for the delay and frustration this caused. The order was cancelled and a refund was processed, however a technical issue meant the refund was not completed as expected at that time.

We can now confirm the refund has been successfully processed and received in full. We’ve identified the cause and are working with our platform provider to ensure this does not happen again.

Thank you for your patience, and we apologise that this fell below the experience we aim to provide.

Resposta da Buytogive

29/01/2026

Having reviewed your order, I can confirm it is still within our estimated dispatch timeframe of 8–10 working days as shown on the product page. Your payment is taken at the point of purchase to secure the order, which is standard practice, and we appreciate that waiting without updates can be frustrating.

 That said, we are now actively investigating your order with the vendor to obtain a clear status update, and we will be in touch with you as soon as we have confirmation on dispatch.

If you would prefer not to wait, please let us know and we can of course, arrange a full refund immediately with the vendor. Alternatively, if you’re happy to proceed, we’ll continue to chase this and ensure you’re kept informed.

 Please respond to our support team via email at support@buytogive.co or respond to this message so we can confirm how you’d like to proceed. Our priority is resolving this quickly and fairly for you.

Resposta da Buytogive

12/01/2026

Thank you for taking the time to leave a review, and we’re very sorry for the delay and frustration you experienced.

BuytoGive is a marketplace, so orders are fulfilled directly by individual retailers rather than by us holding stock ourselves. Over the Christmas period, this particular retailer unfortunately experienced unexpected stock and fulfilment issues, which led to the delays you encountered. That said, this is not the level of service we expect.

Since becoming aware of the issue, we’ve worked closely with the retailer to resolve the underlying problems and have taken steps to prevent this from happening again. We’re confident the measures now in place will significantly improve reliability going forward, and we continue to monitor performance closely.

We work with many trusted vendors and offer millions of products across the site, and when a retailer falls short, we act quickly to address it.

We’re sorry this experience impacted your decision to support a charity through your purchase, and we genuinely appreciate you raising it so we could put safeguards in place.

Resposta da Buytogive

Actualizada a 12/01/2026

Hi John,

I’m really sorry to hear about this, that’s not the experience we want anyone to have.

Faulty items are of course covered, and we’ll either arrange a replacement or a full refund once the return is confirmed. We do respond to all support emails, so it’s possible your messages haven’t reached the correct queue or were sent outside our monitored address.

Please email support@buytogive.co with your order number and mention “Trustpilot review” in the subject line, and we’ll prioritise this immediately and get it resolved for you.

Thanks for bringing it to our attention, and again, apologies for the frustration caused.

I have also reported this internally for you.

Kevin
BuytoGive

Resposta da Buytogive

Actualizada a 7/01/2026

Official Trustpilot Response – Director Statement

We have now been able to identify this order internally.

Prior to this, we publicly requested that the reviewer provide basic order details, such as an order number, so the matter could be investigated promptly. No such details were provided via Trustpilot, and the order was therefore located following internal investigation.

The order was placed on 16 December with a clearly stated 8–10 working day dispatch timeframe, excluding weekends and UK bank holidays. When calculated correctly, taking Christmas Day, Boxing Day, and New Year’s Day into account, the stated dispatch period concluded at the end of the first working week of January.

The order was dispatched on 6 January, which we acknowledge was one working day outside the stated dispatch timeframe due to the Christmas and New Year period, when courier capacity and supplier fulfilment are routinely disrupted across the e-commerce sector. This delay was explained and apologised for. Royal Mail tracking details were provided directly to the customer upon dispatch.

What is not reflected in this review is the nature of the communications received during this period.

Over a sustained number of days, the customer sent a very high volume of emails, many of which contained extreme abusive language, personal insults, threats, and defamatory allegations directed at BuytoGive staff and the business. The content and tone of these messages went well beyond frustration about delivery and reached a level that required director involvement.

BuytoGive has a clear duty of care to its staff. As a result, these communications were formally logged and escalated to the relevant authorities in line with our safeguarding policies, and the customer was made aware of this. From that point onward, communication was limited strictly to factual delivery updates.

Despite this conduct, the order was not cancelled, payment was not retained improperly, and the product was processed, dispatched, and tracked in the normal way.

To address the specific claims raised in this review:

• Payment methods – BuytoGive does not currently accept PayPal. Many legitimate UK retailers do not. This is a commercial decision and is not indicative of risk or wrongdoing.
• Tracking – Tracking details are issued once an order is dispatched, not at the point of purchase. Tracking was supplied immediately upon dispatch.
• Delivery charges – Delivery fees are paid directly to fulfilment partners and couriers. They are not retained as profit.
• Website availability – Our website has remained live. A broken link within an email template was identified and corrected promptly once flagged.
• Customer service – The customer was responded to repeatedly, provided with updates, and ultimately supplied with dispatch and tracking information.

Claims that BuytoGive is a “scam” or a “fake charity operation” are categorically false. BuytoGive is a legitimate UK business operating transparently and in line with UK fundraising standards, and is registered with the Fundraising Regulator.

We are always willing to resolve genuine customer issues professionally and fairly. However, we will not engage with or tolerate abuse, threats, or public accusations of criminal behaviour where an order exists, has been fulfilled, and has been dispatched.

We stand by our service, our transparency, and our responsibility to protect our staff.

—
Kevin Turner
Director, BuytoGive

Resposta da Buytogive

7/01/2026

Thank you for your kind words.

Resposta da Buytogive

18/12/2025

Thank you for your comment.

We take criticism seriously, however Trustpilot reviews are intended to reflect genuine customer experiences. At this stage we are unable to identify any purchase or customer interaction linked to this review.

If you have made a purchase with BuytoGive, we would very much welcome the opportunity to look into it properly. Please reply here or contact us with your order details so we can investigate and, if there is an unresolved issue, apologise and put it right.

If no purchase has been made, we would respectfully ask that the review be reconsidered in line with Trustpilot’s guidelines.

We remain committed to treating all genuine customers fairly and resolving issues where they arise.

Resposta da Buytogive

18/12/2025

Thank you so much for taking the time to leave this review. We’re really pleased to hear everything arrived as expected and on time.

Just as importantly, thank you for being part of the BuytoGive community, people who choose to support good causes through their everyday shopping. Every purchase helps direct funding to charities without costing the shopper anything extra, and that only works because of customers like you.

We truly appreciate your support and look forward to welcoming you back.