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:12/07/2022

  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 placed an order with ******* 11/21 and paid with Afterpay. There were delivery issues with this order as one item wasn't delivered and I received a refund of $15.75. However, two more items were cancelled (on 11/25) from this same order (order#*******-60769641) and were never even delivered. I have contacted Afterpay multiple times, disputed this more than once, provided proof that I did not owe this money (It has already been paid in full to Afterpay) that I never received the items and Afterpay keeps giving me the runaround about not being able to contact ******* regarding the refund, when it was never charged. The charges fell off after 10days. I am owed around $70 from Afterpay and not one single person I have emailed (which is 4 different c.s. reps) can give me a reason as to why I have yet to receive my money back. Afterpay steals your money and blames it on the merchant. BEWARE.

  

  Business Response

  Date: 12/13/2022

  Thank you for contacting us regarding Ms. *********************** ******* purchase. Our Customer Experience manager reached out to ****************** to address 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, 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. Additional information can be found through this link - https://www.afterpay.com/en-US/installment-agreement
  
  An important note is that merchants take full responsibility for their return and refund policies. Until the merchant issues a refund back to Afterpay, our customer remains responsible for paying the outstanding installments.
  
  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 Ms. ******** account, we confirmed that the refund notice from the merchant to void her order was not received until 12/11/22, delaying the refund process. Once received, our system was automatically prompted to initiate a refund of $68.25 back to her card on file.
   
  We appreciate her patience while waiting for the refund to process.
  
  Sincerely,
  The Afterpay Team

  Customer Answer

  Date: 12/14/2022

  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:12/07/2022

  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 placed an order on Afterpay and ended up returning the item in store to apply a discount and repurchase sans Afterpay. The money originally borrowed from Afterpay was returned by the merchant but Afterpay refuses to process the return and give me my money back. At this point I have paid double for the product and neither Afterpay nor Napa (the merchant) have provided a solution. They just go back and forth putting the blame on eachother. I have provided Afterpay with bank statements and return receipts but they will not help me. I just want my money back. I have attached the same information below. One photo is of my bank transactions showing the return and repurchase on my own card. The other is of the return receipt. The return money was put back on my card so I could repurchase it in the same transaction. Napa shouldve return the money to Afterpay and Afterpay shouldve processed the return correctly.

  

  Business Response

  Date: 12/13/2022

  Thank you for getting in touch with us regarding ***************************** refund with Napa Auto Parts. Our customer experience team has reached out to ****************** to address 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, our customers pay us back over four installments. Our partnered retailers take full ownership over return and refund policies if one is needed.

  
  Normally, when refunds are processed, merchants send the refund directly to the Afterpay order, which would prompt Afterpay to reduce the remaining balance you owe or prompt Afterpay to refund the installments you've paid. 

  
  However, in ********************** case, she has confirmed she received a refund directly to her debit card for the returned items. Since the refund was applied by the merchant to her card directly, her payment schedule remains unchanged because Afterpay's system has not been told to adjust the amount owed based on her refund. As a result, the Afterpay order continues to process the scheduled payments as outlined in the installment agreement.

  
  The money she received from Napa Auto Parts should then be used to pay the remainder of her order with Afterpay.

  
  We invite ****************** to reach out to Afterpay if she has any questions or concerns.

  
  Sincerely, 
  The Afterpay Team
  

  
  

• Initial Complaint

  Date:12/07/2022

  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.

  Made a transaction on November 17th and paid the first two payments of 74.75$ totalling ******. Tracking information was delayed right before it got to my location and never left. I tried disputing with the bank, the site, afterpay, and the shop App but nothing is happening except a generalized email response. Called the number for the business which stated his site was copied with all his information and the site sablehubs.com was a scam and to dispute the charges. Never got the item and I should not have to pay for the item. Seems like the site and the afterpay website are two different items as well. Afterpay is not helping at all.

  

  Business Response

  Date: 12/12/2022

  Thank you for contacting us and making us aware of this issue. We regret to hear about ******************* experience. Our Customer Experience manager has reached out to ************** to address his concerns. 
  
  Afterpay has a dedicated team that performs due diligence on our partnered retailers to determine their business practices and the level of risk to our business and our customers. Our investigations team is reviewing the details of his account and the reported activity. An update will be provided once the investigation is complete. 
  
  Our customer experience team will remain in contact with ************** to ensure his concerns are properly resolved. We appreciate his patience during this time and invite him to reply if he has any questions or concerns. 
  
  Sincerely, 
  The Afterpay Team

  Customer Answer

  Date: 12/13/2022

  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:12/07/2022

  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.

  Nov 25,2022. 539.93$ . Bought a item through the Afterpay app that I then cancelled on Dec 1, 2022 and they have not refunded me my money

  

  Business Response

  Date: 12/13/2022

  Thank you for getting in touch with us regarding *********************************** recent refund request. Our customer support team has contacted ********************** to assist with 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 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 ************************ case, a refund of $539.93 was issued to his Afterpay order on 12/13/2022. This canceled his remaining installments and refunded his initial payment of $134.73.
  
  If ********************** has any further questions regarding his requested refund we refer him to our customer service for additional information. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  Dear BBB, I need your help please as Im not getting any responses from Afterpay. On 12/4/22 ( Sunday) I tried to place an order through World Market for some ornaments, the total off the order was $98.28 - at check out I selected After Pay as the form of payment. while processing the payment the message from world market stated Incomplete we are not able to process order at this time please try again .. So I did as I thought maybe there was a server error but same issue occurred now twice with same message incomplete, we are not able to process order at this time . Next thing I noticed was that both tries of the order were now showing up twice in my after pay account / Application each totaling $98.28 to world market with both first payment dates of $24.57 due on Dec 19th. I emailed Afterpay explaining that the orders didnt go through twice but yet charges are reflected in my account. I received an email from someone by name ****** just stating thanks for letting us know about your duplicate orders and its best I reach out to merchant or file a complaints. This is very frustrating because Afterpay should be able to see on their end that the order never went through. I contacted world market who were ***** helpful, customer support stated they see no activity or active orders and that Unfortunately they cant provide me with anything since orders NEVER went through, that Afterpay should be releasing these fees as they should be able to confirm orders never went through since they didnt bill after pay for anything. Here I am now trying to speak to someone and get help with no luck. I have submitted a dispute there their App but its really frustrating and stressful because it keeps asking to upload documents or proof but I have nothing since orders never went through. I cant speak to a person at aftey pay and their customer service has Ignored all my follow up emails to try and speak to someone. I dont want to pay for orders not processed.

  

  Business Response

  Date: 12/12/2022

  Thank you for getting in touch regarding *********************** order discrepancy with her purchase to World Market. Our customer support team has been in contact with ************** to address her 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 her order was not received delaying the refund process. Afterpay was able to confirm with World Marker that a cancellation was needed and refunds for $98.28 were applied to her Afterpay orders ultimately canceling her installments. 

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

  
  Sincerely, 
  Afterpay Team
  

  
  

  Customer Answer

  Date: 12/12/2022

  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:12/07/2022

  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.

  Their website was hacked and my debit card information was used to make two fraudulent purchases. I asked them to remove them from my account and they have refused. They stated that the name and address on the purchases are my name and even though the hackers used my name they used an address that Ive never used so their investigation proves I didnt make the purchases yet they are saying I have to pay for them. The purchases were made on 12/3/22 and the order numbers are ************ and ************.

  

  Business Response

  Date: 12/13/2022

  Thank you for contacting us and making us aware of this issue. We regret to hear about Ms. ********************************* experience. Our investigations team is in contact with ****************** to help address her concerns. 
  
  We empathize with Ms. ******** situation and acknowledge that fraudulent activity of any sort is alarming and violating. Fraudulent activity is an unfortunate widespread issue that impacts all Institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity.
  
  Please know that we take these matters very seriously and work hard to secure our customer's personal information as much as we reasonably can. For more information, please refer to our Privacy Policy. https://www.afterpay.com/privacy-policy.
  
  ****************** may wish to report the matter to the Police https://www.usa.gov/online-safety. Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  
  Our investigations team is reviewing the details of her account and the reported activity. Once the investigation is complete, our team will provide her with an outcome. 
  
  In the meantime, we appreciate her patience and invite her to reply if she has any questions or concerns. 
  
  Sincerely,
  The Afterpay Team

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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.

  On November 18th, I placed an order for a PlayStation 5 on a website called "Mackover", using Afterpay as my method of payment. After about a week, I had not recieved any word on my shipment or a tracking number. The website that I placed the order through seemed inconsistent and went by the name "Dewlex" on Afterpay, so on November 30th, I decided to go ahead and contact Afterpay to cancel my order because I couldn't get in touch with ********. I'm suspecting I was scammed by that website. I let Afterpay know that I didn't receive my purchase and since it had not even shipped yet, asked if they could assist me in cancelling my order and getting a refund. Since the 30th of November, I have been trying to solve this dispute to no avail. Afterpay does not have a phone number you can contact them with, so I have been steadily corresponding with them by email. December 2nd, Afterpay charged me a second installation payment of $129 even though I had told them I did not receive my shipment and had no hard proof that my order even existed. In my latest email from them, there must have been some miscommunication because they said I claimed that I didn't place the order, and that it must have been someone on my phone; however, that's not the truth and I feel as if they are using this as an excuse to not ***** me my refund. I was told by multiple people to contact the BBB and I have exhausted all of my options so here I am. Please let me know if you need any additional information. Many thanks for your time.

  

  Business Response

  Date: 12/12/2022

  Thank you for contacting us and making us aware of this issue. We regret to hear about ********************* experience. Our Customer Experience manager has reached out to Mr. ***** to address his concerns. 
  
  Afterpay has a dedicated team that performs due diligence on our partnered retailers to determine their business practices and the level of risk to our business and our customers. Our investigations team is reviewing the details of his account and the reported activity. An update will be provided once the investigation is complete. 
  
  Our customer experience team will remain in contact with Mr. ***** to ensure his concerns are properly resolved. We appreciate his patience during this time.
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  Date:12/06/2022

  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.

  On December 3rd 2022, there was an offer on Ulta Beauty for $15 to your Afterpay account, if you made a purchase of $35 or more, and paid with afterpay. Because of this offer, I placed an order. I used the button on the offer, there was no code and little information on terms and conditions. I checked back and I didn't see any mention of this promo in my account or on my order, so I reached out to both Ulta and Afterpay. I provided screenshots of the offer and record of my order as proof of qualification, yet **** stated Afterpay must apply the credit to the Afterpay account. As of now, Afterpay has refused to honor this promotion for me, as well as many other customers, as found evident by a quick ****** search and a read of a lengthy Reddit thread. The order total, before tax, was $44.99, afterpay was used, the order was placed on the date, as shown in all order and promotion screenshots

  

  Business Response

  Date: 12/12/2022

  Thank you for contacting us regarding Ms. *************************** recent experience with Afterpay. Our customer support team has been in contact with ******************** to ensure her concerns are properly addressed.

  
  Afterpay can partner with merchants to offer promotions for select customers. These promotions are typically only available for a limited time for customers who meet the criteria. On 12/03/2022 Afterpay offered $15 off online purchases of $35 or more. This promotion automatically applied to the customers order if they met the criteria at the time of purchase. If the customer did not meet requirements their order would be approved without any additional discounts. 

  
  Unfortunately, we experienced an unforeseen technical error and the promotion failed to apply to several customers. Our team has since identified the error and manually applied any failed discounts to orders on 12/10/2022. 

  
  Our customer experience analyst has reached out to ****************** to ensure her that her promotional discount has been applied. 
  We invite her to reply if she has additional questions or concerns. 

  
  Sincerely, 
  Afterpay Team 

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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 November 10th I placed an order with Bed Bath and Beyond using the afterpay service, which breaks the payment into 4 segments which get paid biweekly. The Sorelle Changing Table was $129.99, broken into three $30 payments and one payment of $29.99. On November 10th, I paid the first installment. On November 11th, I received an email from Bed Bath and Beyond telling me my order was cancelled. I didn't see this reflected in my afterpay account, but waited a few days to see if that changed. On November 18th, I filed an inquiry regarding the cancelation with afterpay and received a notice that they were waiting to hear back from Bed Bath and Beyond. I had already reached out to Bed Bath and Beyond, who said that they had informed Afterpay of the cancelation. I then recieved a vague email from afterpay saying that my account would be rectified on December 6th. Today is that date and it is past business hours and no refund for my $60 in payments has been given. I am frustrated that they keep charging me for an item I never received.

  

  Business Response

  Date: 12/13/2022

  Thank you for contacting us regarding ********************************* Bed Bath & Beyond 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. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront 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.
  
  An important note is that merchants take full responsibility for their return and refund policies. Until the merchant issues a refund back to Afterpay, our customer remains responsible for paying the outstanding installments.
  
  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 12/6/22, delaying the refund process. Once received, our system was automatically prompted to initiate a refund back to her card on file.
   
  We appreciate her patience while waiting for the refund to process.
  
  Sincerely,
  The Afterpay Team

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and since I have received my refund find that this resolution is satisfactory to me.
  I would like to note that I provided screenshots of reaching out to the business directly, and was informed by Bed Bath and Beyond that a notice was sent to afterpay before 12/6, so I don't really know what caused the delay and have a hard time trusting either business moving forward.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  Type:Order 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 submitted an issue on December 4, 2022 (see below for issue submitted) and once submitted it stated that I would hear from AfterPay within 24 hours. It has now almost been 48 hours and I have not received any communication from AfterPay. This is extremely frustrating and disappointing as a customer and my back account has been charged $ ****** a total of 3 times. Please respond to my submission below asap. I tried to purchase the ****** small reclaimed pine farmhouse storage cabinet however it could not be finalized by World Market. The total of $630.31 is now showing up a total of three times on AfterPay Online # ************, Online # ************, and Online # ************ and three payments of $****** were deducted from my checking accounts today, December 4, 2022. Please cancel all orders and payments for World Market that were made on December 4, 2022 as they are all for the same item and none of them were finalized by World Market.

  

  Business Response

  Date: 12/13/2022

  Thank you for getting in touch regarding *************************** order discrepancy with her purchase to World Market. Our customer support team has been in contact with ************** to address her 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 her order was not received delaying the refund process. Afterpay was able to confirm with World Market that a cancellation was needed and a refund was applied to her Afterpay orders ultimately canceling her installments and refunding their initial payments.

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

  
  Sincerely, 
  Afterpay Team