Buytogive 

Resposta da Buytogive

Actualizada a 9/12/2025

Hi Tina,

Thank you for your message. I just want to clarify something so we can help you properly.

Our system shows the following:

Order 1095903 from Feel The Difference
Placed 21 November, due for delivery today
Tracking number: VF960182557GB

We have checked everything on our side and our team have reviewed all logs. We cannot see any contact with our customer service team from you, nor any mention of a return.

Because BuytoGive is a marketplace, similar to Amazon, orders are fulfilled directly by each vendor. If a customer contacts a vendor privately rather than contacting us through the platform, we are not always aware of those conversations. This can sometimes lead to confusion if feedback is left before we have a chance to help.

To make sure we resolve this correctly, could you please confirm whether you contacted the vendor directly, and if so who you spoke to?

We are always happy to help, but we can only step in when we are contacted through the proper channels.

Thank you for your understanding.

Hi Tina,

Thank you for your message. We are sorry you felt offended, that was not our intention at all. We asked for clarification simply because we want to resolve this properly for you.

At the moment, we do not have any record on our system of a refund request or any contact made with our customer service team. As a marketplace, similar to Amazon, orders are fulfilled directly by each vendor, so if a customer contacts a vendor privately rather than contacting us through the platform, we are not notified.

This is why we asked whether you had spoken to the vendor directly, so we could trace the conversation and ensure the correct process is followed. We were not questioning your honesty, only trying to understand which route your message went through so we can help you quickly.

If you could confirm who you contacted and when, we will look into this immediately and make sure the issue is resolved for you.

Thank you for your patience, and we are here to help.

BuytoGive Customer Care Team

Resposta da Buytogive

5/12/2025

Thank you Amelia, very kind.

Resposta da Buytogive

5/12/2025

Many thanks for your kind words.

Resposta da Buytogive

Actualizada a 18/12/2025

Naturally, we take all comments very seriously, however we are beginning to see a small number of reviews that we cannot match to any genuine customer orders. We are not suggesting wrongdoing, but we do want to make sure every review is legitimate. Please could you provide your order number so we can investigate properly and respond?
NO PROOF OF PURCHASE SUPPLIED AFTER REQUEST… We have asked a number of one-star reviewers, including here, to provide order details so we can investigate and resolve any genuine issue. In several cases, no response or proof of purchase has been provided.

BuytoGive is a UK platform that enables everyday shopping to generate funding for charities at no extra cost to the customer. We take real customer issues seriously and always seek to resolve them fairly and transparently.

Resposta da Buytogive

5/12/2025

Thanks for you kind words.

Resposta da Buytogive

Actualizada a 27/11/2025

BuytoGive is a marketplace, not the seller of the goods, and as soon as you reported the non-delivery we raised this with the vendor, Vitamins UK, and authorised your refund. We remained in contact with them throughout to ensure this was actioned.

However, once you raised a chargeback, the situation moved outside our control. Under UK financial law, including the Payment Services Regulations 2017, any payment processor regulated by the Financial Conduct Authority (FCA) is required to freeze the transaction and block all refunds until the bank completes its investigation. Ryft, like every FCA-regulated provider, must follow this process. No merchant or marketplace in the UK has the legal ability to override it.

Any FCA-regulated payment provider or your own bank will confirm this. These regulations exist to protect consumers and to prevent double refunds, where a customer could receive both a chargeback and a merchant refund. Because of this statutory freeze, refunds are legally disabled during an active chargeback.

You were informed of this clearly and accurately. Publicly stating that we “refused to refund you”, when doing so is legally impossible during a bank dispute, is not only incorrect but unfair. Making accusations of dishonesty based on a misunderstanding of regulated financial processes does not reflect the facts.

Once your bank closes the chargeback, the refund we authorised will release automatically. We have acted correctly at every stage and in full compliance with UK financial regulations, and we will not be commenting further.

Resposta da Buytogive

Actualizada a 18/12/2025

Hi Jane - Can you please give us your order number? We can then investigate why this has not happened.
NO PROOF OF PURCHASE SUPPLIED AFTER REQUEST… We have asked you to provide order details so we can investigate, however no response has been received.

We have seen several one-star reviews follow this same pattern, where no evidence of a purchase is provided. BuytoGive supports charities through everyday shopping and takes genuine customer issues seriously, but without proof of purchase we are unable to take this further.

Resposta da Buytogive

Actualizada a 24/11/2025

Thank you for your review.
Order 987566 was dispatched on 10 November with a 3–5 working day delivery service, and the item’s description clearly states delivery may take up to 7 working days. Your review and support request were submitted on 15 November, four working days into the delivery period**.

Hi Mr Parker,

Although the order was progressing exactly as expected, you informed the vendor that you now wished to cancel, and we are making sure your refund is processed as quickly as possible.

As you may know, BuytoGive exists to create donations for charities and good causes through everyday purchasing. We truly appreciate every customer who supports that mission, and we understand delays can be frustrating. However, it is important to clarify that the information shared in your review does not reflect the full sequence of events or the communication that took place.

The vendor confirmed the item was awaiting new stock, and they apologised for the short delay. This is a normal part of marketplace retail, and had you wished to wait, the order would have been fulfilled. Instead, you chose to cancel, which of course is completely your right, and we acted immediately to support that request.

We always review vendor performance carefully, and customer feedback genuinely helps us maintain our standards. At the same time, we do feel it is only fair to note that this situation was being resolved quickly, and there was no need for such a strong public allegation so early in the process.

Despite this, we wish you well, and your refund is being completed as requested.

BuytoGive Support Team

Resposta da Buytogive

Actualizada a 16/11/2025

Hi there,

We’ve looked into this and can’t find any order under your name, so we’d really like to get to the bottom of what’s happened. Please could you email us at support@buytogive.co
so we can investigate properly?

Also, just to clarify — we never ask buyers to make a donation. Every donation you see on our site comes directly from our own funds on each sale, not from our customers. It’s possible there’s been some confusion, and we’d love the chance to clear that up for you.

Thank you,
The BuytoGive Team

As of 16 November, we still haven’t heard from you. There is no order in your name and you haven’t replied to any request for information. Leaving a negative review without providing any details to back it up is not only misleading, it harms a business that donates to charities with every sale. If this review was posted in error, we ask that you correct

Resposta da Buytogive

17/01/2025

Thank you for your feedback. To clarify, our website has not disappeared; it has been replaced with a holding page while we prepare to relaunch in April this year with an exciting new platform featuring over 10 million products. Throughout this process, we have remained fully operational and available via our contact forms, continuing to assist all customers.

If you have any specific concerns or inquiries, we’d be happy to help.