Complaints

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.

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchase a bird from PetSmart using Afterpay on 12/03/2022 and days later the bird got sick and died so I went back to get a refund on the bird on 12/07/2022. In the screenshots below it shows the day the bird was purchased which was $899 and then when it was refunded for $899 on 12/07/2022. I have not received any of the money back and have been charged my second payment for Afterpay , totaling my amount to $492 that I have payed for a bird that i got a refund for because it was sick. I was told by Afterpay to contact PetSmart and I was told by PetSmart that I had to contact Afterpay. I am at a loss towards what to do. It is the holidays and I am being charged for something I do not have anymore and was returned to PetSmart.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting us and making us aware of this issue. We are sorry to hear about ********************************* PetSmart order.
  
  We can only check if somebody holds an account with us or discuss an account with an individual directly or with the individuals authorization. We ask the individual to get in touch with us directly with this request or provide us evidence of ********************** authority to act on behalf of the individual.
  
  We appreciate their understanding.
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On December 12th 2022, I trie placing an order using Afterpay on the Bed Bath and Beyond website. When I tried to submit the order, I was told that the order had failed, yet I was still charged by Afterpay. I reached out to Bed Bath and Beyond and was told that the charge was an authorization hold and that it would disappear in a few days, so I tried ordering again, and was subsequently charged by Afterpay two more times. Each order was for the amount of CAD$152.54 and I was charged this amount three times in total for three separate orders that were never completed (the Afterpay order numbers are: ************, ************, and#************). I reached out to Afterpay, who told me that they couldn't help me and to reach out to the merchant directly. I reached out to the merchant, and they told me to contact Afterpay as they did not have access the the information needed to help, since the orders were never completed and there were no order numbers created on their end. I once again reached out to Afterpay and they were adamant that there was nothing they could do, and they were not helpful in solving the issue at all and did not seem interested in finding a solution.

  

  Business Response

  Date: 12/28/2022

  Thank you for getting in touch regarding ********************** order discrepancy with his purchases to Bed, Bath, and Beyond. Our customer support team has been in contact with **************** to address his concerns. 

  
  Afterpay refunds are processed systematically, and in the event that an order is approved through Afterpay but unsuccessful with our partnered retailer, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund.
  
  In reviewing Mr. ******* account, we confirmed that the refund notice from the merchant to void his order was not received delaying the refund process. Afterpay was able to confirm with Bed, Bath, and Beyond that a cancellation was needed and a refund for $152.54  was applied to his Afterpay orders ultimately canceling his installments and refunding his initial payments of $38.14. 

  
  We appreciate his patience while waiting for the merchant to process his refund and invite him to reply if he has any questions or concerns. 

  
  Sincerely, 
  Afterpay Team
  

  
  

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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'm gonna try to explain this the best way I can.1. Afterpay Order #************ (Merchant order #***********) - Saturday December 17th, I placed an order with Sephora.com. Total cost was *****. However, IMMEDIATELY after I hit the submit button, I realized that my computer had put in the WRONG shipping address. I called Sephora and the rep told me that she couldn't change the address but she could cancel the order and I could re-order. So the order was canceled. However, even though the order was canceled, Afterpay still hasn't processed the refund for the cancelation. I will attach a screenshot showing this order was canceled.2. Afterpay Order #************ (Merchant order #***********) - This is ANOTHER Sephora order for ***** that I placed on December 17th. This is the order that I placed AFTER I canceled the previous order. This is the order with the CORRECT shipping address. I've received and kept this order!3. Afterpay Order #************ (Merchant Order #***********) - This is ANOTHER Sephora order that I placed on December 15th for a Valentino Uomo Cologne. Total cost of ***** (all of these orders are ***** and maybe that's why this happened ...) But on December 20th, I RETURNED this order back to the store. Again, I will attach a picture of my return receipt.Here's what happened - The CANCELED order; Afterpay Order #************ STILL has NOT been refunded. However, on December 21, I received an email from Afterpay stating that Order #************ had been refunded! WHY? That's the order that I kept. The CANCELED order is the one that was supposed to be refunded. And now, I'm STILL waiting on Afterpay Order #************ to be refunded. And I've already made my first payment of ***** on that order. I'm due a refund! Did Afterpay refund the wrong order? Because I don't understand why Afterpay would refund an order that I kept but the canceled and returned orders are still active? I think someone from Afterpay needs to call me. Attachments below.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting us regarding *************************** concern with her Sephora purchase. Our customer experience manager has reached out to ****************** to address her concerns. 
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. Our Installment Agreement outlines that we will pay merchants for the cost of approved orders up front, and in turn, our customers pay us back over four installments to satisfy the amount that was paid upfront. 
  
  When you return an item in-store we will apply a return credit to your Afterpay account. To do this, our system looks back over your recent purchase history to find a purchase made at the same merchant. Often this will be the exact purchase you have returned, however, if you shop frequently with Afterpay at the same store the return credit may be applied to a different order number than you were expecting.
  
  You will ultimately only pay Afterpay for the number of goods that you have kept, although that amount may be split up across orders in a different way than you expected. You still owe money on the order you returned because the funds were credited to a different order. Ultimately, the customer nets out whole in this scenario and has not lost any money - its just distributed differently.
  
  Our customer experience manager has reached out to ****************** to further clarify how her refund has been processed. We invite her to reply when she has a moment.
  
  Sincerely,
  The Afterpay Team

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 12/16/22 I placed an order with JCPenny using the finance service AfterPay. JCPenney sent me an email cancelling my order due to the item not being in stock. The original amount of the order is $508.71 but by using the AfterPay *************** my first payment they took out of my bank account is $127.18. After providing AfterPay several emails showing proof that the item was cancelled and them taking the $127.18 out of my bank account they keep giving me the run around and not refunding me my money. My resolution is to get my $127.18 refunded back to my bank account and cancel all future payments on this item as JCPenny has cancelled the order due to the item not being in stock. After this I will never use this service again.

  

  Business Response

  Date: 12/28/2022

  Thank you for contacting us regarding ******************************* *************** purchase. Our Customer Experience manager has reached out to ****************** to address her concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. Our Installment Agreement outlines that we will pay merchants for the cost of approved orders up front, and in turn, our customers pay us back over four installments to satisfy the amount that was paid upfront. 
  
  In the event that an order is approved through Afterpay but canceled with our partnered retailer, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund.
  
  In reviewing ******************** account, we confirmed that the refund notice from the merchant to void her order was not received until 12/26/22, delaying the refund process. ******************** order has been resolved.
  
  We appreciate her patience while waiting for the refund to process.
  
  Sincerely,
  The Afterpay Team

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have advised AfterPay the following:

  Thank you ********** appreciate your acknowledgement of this frustrating experience. I would suggest that everyone who worked on this case be educated on how to address customer concerns when proof has been provided. Everyone who handled my case gave me the run around and provided the same response no matter what information or screen shot I provided. Thats unacceptable and very unprofessional . However thank you for the information I will reach out to the BBB and provide an update letting them know the issue has been resolved.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made a purchase from ******* through Afterpay on November 25,2022. I did not receive part of my order so i canceled that and what i did receive i returned to the store. ******* showed me where all of the money was refunded but Afterpay still had me scheduled for upcoming payments, so I reached out to Afterpay and provided them with screenshots from ******* showing that the full order was returned so all future payments should be canceled. They disagreed and said I will still have to pay the order in full and not only that they also have a duplicate order for the exact same products and same amount and are refusing to cancel those payments as well. This is criminal and I cannot understand how i am being double charged for items I canceled and returned while also providing them with proof of items being canceled and refunded. The order I disputed with Afterpay is ************.

  

  Business Response

  Date: 12/28/2022

  Thank you for getting in touch with us regarding Ms. ***************************** recent refund request. Our customer support team has contacted ********************** to assist with her concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, you pay us back over four installments. When the customer initiates a return the merchant sends the funds back to their Afterpay account. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  In Ms. ********** case, a refund of $42.10 was issued by ******* to her Afterpay order on 12/14/2022. This canceled her last installment and reduced her third to $38.84
  
  If ********************** has any further questions regarding her requested refund we refer her to ******* customer service for additional information. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Attempted to purchase a hoodie of ssense for the amount of ***** through Afterpay, the website keeps saying authorization failed when I used the Afterpay card info but Afterpay charged the first payment of ***** and was put on bi weekly payments for an item Im not receiving

  

  Business Response

  Date: 12/28/2022

  Thank you for getting in touch regarding Mr. *************** order discrepancy with his purchase to SSense. Our customer support team has been in contact with ************** to address his concerns. 

  
  Afterpay refunds are processed systematically, and in the event that an order is approved through Afterpay but unsuccessful with our partnered retailer, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund.
  
  In reviewing ****************** account, we confirmed that the refund notice from the merchant to void his order was not received delaying the refund process. Afterpay was able to confirm with SSense that a cancellation was needed and a refund for $96.50  was applied to his Afterpay order ultimately canceling his installments and refunding his initial payment of $24.13. 

  
  We appreciate his patience while waiting for the merchant to process his refund and invite him to reply if he has any questions or concerns. 

  
  Sincerely, 
  Afterpay Team
  

  
  

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on 10/4 which had to be returned because the picture didn't match what I received and was still charged for shipping. I most recently made another purchase on 11/6 which is order number *********. I was forced to use the prior refund to purchase. The pictures again don't align with what was advertised on the website. I then discovered the sneakers were counterfit and being sold as a real sneaker. I am no longer interested in working with Goat. GOAT has committed to providing authentic merchandising. I am requesting a full refund. AfterPay has not responded with real help and they dont have a phone number I simply want my funds to be sent to my PayPal account. I purchased via afterpay and paid with my Paypal debit card for a portion of the hefty price tag which is $300+. I have provided countless pictures, email threads and various screenshots that prove the sneaker has been returned and that is is FAKE!!!. I want my money back. This is robbery!!

  

  Business Response

  Date: 12/28/2022

  Thank you for contacting us regarding Mr. ************ GOAT purchase. Our customer support manager has reached out to **************** to address his concerns. 
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments.According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders up front and in turn, our customers pay us back over four installments. Per the agreement, merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Our partnered retailers take full ownership over their shipment,return and refund policies.
  
  Afterpay does not have visibility into our merchants' inventories and shipping activities. Our team is also unable to make changes to existing orders or assist with returns. **************** will need to contact the merchant to further assist with his concerns.
  
  Additional information on the merchants return policy can be found through this link - ****************************************************************************************************
  
  Afterpay is not able to override the merchant store policy or manually refund an order. This is all handled by the merchant. The installment agreement remains in place in the event store credit is issued as we will need to collect the funds that were paid upfront for their purchase as outlined in the Installment Agreement. 
  
  We appreciate this is not the response he was hoping for, and hope he is able to resolve his concerns with the merchant with a successful outcome. 
  
  Sincerely, 
  Afterpay Team

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18630593
  
  I am rejecting this response because:

  I Have successfully returned the item and I have also shown pictures of the counterfeit shoes that was sent to me. I have let after payno and they are aligning themselves with predatory retailers that are lying to people
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/09/2023

  We appreciate Mr. ******* feedback and acknowledge this was not the outcome he was hoping for. Afterpay is not able to override ****************** policy or manually refund an order. This is all handled by the merchant. 
  As confirmed by Mr. ******* attachment of his conversation with GOAT, the merchant will review and resolve his concerns according to their store policy. The merchant has stated, Per your request, we will refund you in full amount once your return is received and evaluated back in our warehouse. But since you used GOAT credit to purchase this shoe, your refund will be issued in a form of GOAT credit.
  The installment agreement remains in place in the event store credit is issued as we will need to collect the funds that were paid upfront for their purchase as outlined in the Installment Agreement. 
  
  We appreciate his understanding and hope he is able to resolve his concerns with the merchant with a successful outcome. 
  Sincerely, 
  Afterpay Team
  
  

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18630593
  
  I am rejecting this response because the business sent me counterfit shoes. Why would any individual want a store credit from a company that already has sent counterfit shoes. Afterpay- you cant expect people to use your service if you dont vouch for them and allow them to be treated this way.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had an order placed on November 20th of this year for a store pick up. Picked up item same day and found out it wasnt what I needed and returned it the same day. Here I am a month later still waiting on my refund while also still being charged for the product. There needs to be some type of customer service to help with this issue. *** already disputed this charge and ** still waiting for my money back

  

  Business Response

  Date: 12/28/2022

  Thank you for contacting us regarding ***************************** concern with her ******* purchase. Our Customer Experience manager has reached out to Ms. ***** to address her concerns. 
  
  Afterpay refunds are processed systematically, and in the event that an order is approved through Afterpay but canceled with our partnered retailer, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund. Until the merchant issues a refund back to Afterpay, our customer remains responsible for paying the outstanding installments.
   
  In reviewing Ms. ****** account, we confirmed that the refund notice from the merchant to void her order was not communicated from the merchant's system to Afterpay. On 12/28/22, a refund was issued to her account. 
   
  We appreciate Ms. ****** patience while waiting for the refund to process and invite her to reply if she has any questions or concerns. 
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have 2 remaining payments with afterpay, and they are refusing to accept my payment because my debit card expires in 2 MONTHS. I don't have a new debit card because my current one is still valid. They will also not let me provide my bank information as a different way to pay. So they are refusing payment from a valid card with enough funds for no reason. So I will be charged late fees basically until I get a new card 2 months from now. This is a scam. I have their money and want to be done with this and never use them again, but I can't get anyone to talk to me. They don't respond to emails or messages on ********* and there is no phone number. AVOID THIS COMPANY AT ALL COSTS. I have verified with my bank that my card is valid and should not be declined for any reason.

  

  Business Response

  Date: 12/28/2022

  Thank you for contacting us regarding ***************************** Afterpay account. Our Customer Support team has been in contact with **************** to help address her concerns.

  
  The card you are using with Afterpay must be a ***** Mastercard, or AMEX issued in your country of residence (we dont accept pre-paid cards) and must have an expiry date of more than 8 weeks.

  
  In reviewing ****************** account, we confirmed the card on file was due to expire in less than the required 8-week period. As a result, her payment was not processed by our system.

  
  Our support team has been in contact with **************** to ensure her Afterpay account and payments are not negatively impacted. We invite her to reply when she has a moment should she need additional assistance.

  
  Sincerely,
  The Afterpay Team

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Afterpay charged me the first payment ($21.75) of a 4-part installment plan for a white gold industries order that never went through. White gold industries (seller) has confirmed that I have no order with them through Afterpay.

  

  Business Response

  Date: 12/28/2022

  Thank you for getting in touch regarding Mr. **************** order discrepancy with his purchase to ********************** Our customer support team has been in contact with **************** to address his concerns. 

  
  Afterpay refunds are processed systematically, and in the event that an order is approved through Afterpay but unsuccessful with our partnered retailer, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund.
  
  In reviewing Mr. ******* account, we confirmed that the refund notice from the merchant to void his order was not received delaying the refund process. Afterpay was able to confirm with ********************* that a cancellation was needed and a refund of $87.00 was applied to his Afterpay order ultimately canceling his installments and refunding his initial payment of $21.75. 

  
  We appreciate his patience while waiting for the merchant to process his refund and invite him to reply if he has any questions or concerns. 

  
  Sincerely, 
  Afterpay Team