David A.
Unresponsive if something goes wrong
I made an offer on an item from "Pawn 1 Hillyard" on the buya platform and it was accepted. I then paid for the item online at the agreed upon price. Then without any communication from "Pawn 1 Hillyard" the purchase was cancelled. I emailed the shop, but have received no response. I then made another identical offer, as I read online that sometimes purchases are automatically cancelled if the billing and shipping address do not match (fraud prevention). My second offer was rejected, and the item is still for sale. I cannot seem to leave a review about this purchase as it was cancelled. If they accepted the offer by mistake, I would like them to admit that, and be given the opportunity to leave a review about their mistake so that other buyers are warned. It was not "out of stock" because the item is still for sale. The Buya website says there is a 100 percent customer satisfaction guarantee, but this experience is not meeting that. I have ordered through Buya before and found some good deals, but when I emailed Buya (email found in FAQ on their website) last week about this issue, there has been no response from them after 7 days. Buya.com is run by Bravo Systems. Their phone number is 888.407.6287 I called Bravo systems, and the representative was not aware of what Buya.com was. She asked a supervisor about it, and the supervisor confirmed that buya.com was a part of Bravo systems. She then said she would take a message and have someone call me back, and she gave me a number for Bravo sales, which was 725.888.4070 When I tried calling sales the number was blocked or not working. In summary, it seems buya.com is basically unresponsive to all issues, and the pawn shops are a mixed bag. You may be able to find a good pawn shop through buya, but in my experience no one at buya.com will be stepping in to help if there is an issue.
Response from BuyaAug 27, 2025
Hi David, We sincerely apologize for the frustrating experience you've had—this is not the level of service we aim to deliver. Your detailed feedback is extremely helpful. Buya.com is a marketplace that connects buyers with independently owned retail partners. While each shop is responsible for its own inventory and order processing, our team absolutely wants to support customers when issues arise—especially when it involves confusion or lack of follow-through. We're sorry you didn’t receive a timely response to your email inquiry. That’s not acceptable, and we’re actively working to improve our responsiveness and support processes. We also appreciate your note about our phone support—it’s clear we need to ensure better internal alignment when it comes to Buya-specific inquiries, and we’re addressing that immediately. Situations like orders being cancelled after payment—without explanation—are rare but impactful, and we understand how frustrating that is. While fraud prevention protocols may sometimes trigger automatic actions, they should never leave customers without clarity or follow-up. We’d like to personally review what happened and make it right if we can. Please reach out to our escalations team at [email protected] (with subject line: ATTN: Escalation – Cancelled Order) so we can look into your order details, offer a resolution, and—at minimum—make sure your voice is heard. Thank you again for your past support, and we hope we can restore your confidence in Buya. — The Buya Team