Complaints

This profile includes complaints for Affirm.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Affirm.com

  650 California St Fl 12 San Francisco, CA 94108-2716

  
• 

  Affirm Canada Holdings Ltd.

  1565 Carling Avenue, Suite 400 Ottawa, ON K1Z 8R1

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:02/03/2025

  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.

  On November 25, 2024 I ordered a drone from a company called flight elf. The company appeared to be based in ********** based on their website . The drone shipped the next day from ****************. I received it on November 30, 2024. Because you cannot fly the drone without Taking a course with the ***, I did not fly the drone for the first time until December 5, after I achieved FCC licensure to fly the drone. On the first flight, the computer malfunctioned and drove the drone into the ground, causing it to break into several pieces. It was no longer functional at all. I Attempted to find contact information for the company to enact the warranty, and there was no way to contact them except for a contact form on their website. I submitted that form on December 5 and nothing seemed to happen. I did not get any confirmation of my submission and I did not get anything in my email saying that they received the form. A week later I did not getany response from them so I submitted the form again. There was no phone number or email or any other way to contact them on the website. On December 16, I reached out to Affirm as I had not made a payment yet and explained what happened and that I thought the company was fraudulent. On their social media page there are numerous complaints about malfunctioning drones and no way to contact them. I filed a dispute for payment with Affirm on December 17. I heard nothing at all until January 16 where someone named ******* told me to send more documentation. The very next morning she contacted me again and said my case was closed because there was a 30 day return policy with flight elf. had already explained to her that I had the drone for six weeks and no one would contact me and there was no way to know how to send back The drone. I contacted Affirm again on 1/17 and someone named ***** said he would escalate my case for review and I would hear from them in 3 to 5 days. Two weeks later, I am hearing nothing.

  

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern regarding not receiving a refund for a broken drone.
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22892202
  
  I am rejecting this response because:

   

  I have been told by this business at least three times now that they will respond within 3 to 5 business days and they never do.
  

  Since I only have five days to respond to their position, I dont have any faith that they are going to resolve my complaint within that timeframe.
  

  I am asking for a full refund including what I have already paid to them. I do not let my account go delinquent and I keep making their payments but they are just not responding to me. This has been going on since December 17, the date my original complaint was made. I have provided countless items of documentation and they keep telling me they will respond in 3 to 5 days and they never do.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/03/2025

  Type:Billing 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 February 1, 2025, I was applying for a loan with Affirm. It gave me three payment plans, and I selected the plan, but did not complete the transnsaction. I did this twice. The third time, I completed the trnsaction, agreeing to a $141.00 downpayment.I later checked my bank account and saw that three transactions of $141.00. I immediately contacted Affirm. I explained to the ***resentative that the first two transactions I did not complete, so I should not have funds deducted. My bank account shows that the final transaction posted as finalized to my account and the other two $141.00 payments still show pending. I tried to get an explanation of why I was charged, when I had not completed the transaction. The ***resentative then said they could not cancel the transaction until after the merchant processing time and then if the transactions weren't processed then, being February 22, 2025, 3-5 business days after that. I told her that was not acceptable as I never should have been charged. The *** hung up on **** then called back and reached another ***resentative. He said the same thing. When I asked why were the transactions processed when I did not complete the application. I was hung up again. The ***resentative did call back and he stated he accidentally hung up on me. He said there was nothing he could do. I asked for a supervisor, who finally listened and she said she cancelled the two transactions, but it will not show on my bank until bank processes it. My bank said no refunds show yet, and if it was done, it should show by tomorrow after they reconcile today's transactions tonight. These payments overdrew my bank account and if this transaction doesn't show by then, at least two other payments to other creditors will be returned as ***. There are payments to other creditors that are due today and over the next few days that have not yet posted, so I will updated this complaint once I obbtain that information.

  Customer Answer

  Date: 02/12/2025

  As for Affirm, the transactions finally dropped off from my account based on the time limit of my bank gives for finalizing transactions. According to my bank, they did not receive any cancellation on the transactions from Affirm. 

• Initial Complaint

  Date:02/03/2025

  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 made a loan for $600.58 through affirm for a purchase that was returned to the merchant on November 11, 2024. The merchant confirmed receipt of the returned item & acknowledged a refund was due but had a problem processing the refund so I reached out to Affirm for help. Affirm accepted my case and a dispute was opened on Dec. 19, 2024. Since that time I cannot get an update on the dispute status from Affirm. I've provided all verification to Affirm confirming that the merchant was trying to process the refund (which caused Affirm to accept my case to file a dispute). NOW I'm told by the merchant that Affirm processed a chargeback on Dec. 20, 2024 (a day after my dispute was opened) but Affirm claims they did not take the money back from the merchant however they refuse to provide the current status of the dispute that I filed (they keep telling me the issue is under review). I also sent a copy of the email to Affirm from the merchant saying Affirm processed the chargeback on Dec. 20th. I speak to supervisors at Affirm when I call who say they've escalated the issue but I never hear from Affirm (I have to contact them on the dispute status). These supervisors also say that this is unusual for the case to not have a status update and that there is no other level of escalation available to me! My problem is that Affirm shows that I owe the $600.58 loan amount but the merchant provided an email saying Affirm took the money back that Affirm refuses to confirm or deny! Basically, I am on the hook for a $600.58 loan with Affirm for returned merchandise where the merchant says Affirm took the money back from them and Affirm refuses to provide me with a status update on if this is true! I am also concerned that this will have a negative impact on my credit rating! I don't want a $600.58 debt reflected on my account with ********************** that I do not owe! I told them that I would file a complaint with the BBB but they didn't seem to care!

  

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to respond to Ms. **** BBB complaint. Affirm has reviewed Ms. **** complaint, which involves her concern regarding a return not processed.
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. *** has any further questions or concerns, we encourage her to reach out to ****************************************************.
  

• Initial Complaint

  Date:02/03/2025

  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.

  Fraudulent charges made against my account. ********************** wont cancel charges. The business appears that made the charge is *****. And affirm is refusing to do anything about it

  

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to respond to Mr. ********** BBB complaint. Affirm has reviewed Mr. ********** complaint, which involves his concern regarding fraudulent charges on this Affirm account. 
  At this time, Affirm is currently investigating his complaint and will provide a follow up to his email on file within 3-5 business days.
  In the event Mr. ********* has any further questions or concerns, we encourage him to reach out to ****************************************************.
  

• Initial Complaint

  Date:02/03/2025

  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.

  Dear Affirm,I am writing to appeal the recent decision regarding my dispute with Byte Aligners (Case ID: *********. After reviewing the situation and evidence, I believe the decision was made without fully considering the facts. I respectfully request a re-evaluation.Background:1.Failure to Fulfill Order: I never received my full treatment aligners despite Bytes commitment to deliver within 2-3 weeks of December 8, 2024. They failed to meet this timeline or provide updates.2.Bytes Halt on Sales / Breach of Contract: Byte halted sales on October 4, 2024, as stated in their Field Safety Notice. This action affects their ability to fulfill orders and questions their claim that my aligners were manufactured and ************ Tracking Information Provided: Byte failed to provide tracking for the alleged shipment of my aligners, further undermining their claim that the aligners were in process.4.Regulatory Issues: Bytes Field Safety Notice admits operational and regulatory failures, acknowledging they cannot adequately assess patient conditions and may be selling aligners to unsuitable candidates. This violates health and safety standards.5.Breach of Contract: Byte stated they halted sales on October 4, 2024, but also claimed the aligners were manufactured after that date, which is contradictory and breaches their obligation to fulfill my order.Affirm Violations:1. Failure to Protect Consumer Rights:Affirm is obligated to protect customers from merchants who fail to deliver products or services.2. Inadequate Dispute Investigation:Affirms decision seems to rely solely on Bytes response without proper verification of facts. This lack of thorough investigation undermines their credibility in dispute resolution.3. Violations of Fair Credit Practices:Under consumer protection laws like the Fair Credit Billing Act (FCBA) or similar statutes, Affirm must assist customers in resolving disputes over non-delivery of goods.

  

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to Ms. ***** BBB complaint. Affirm has reviewed Ms. ***** complaint, which involves her concern regarding wanting another look at her loan dispute.
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the eventMs. Gray has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:02/02/2025

  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 bought four items from *******, three kids tablets and a gaming chair for $201.14 interest rates included. The tablets all had problems, not turning on to not charging so I returned them to ******* for full refunds of $97.32 and $48.66 for a total of $145.98. Two tablets in one box and one alone. , the chair cost $55.16 and I had already paid $105.96 which is $50.80 over the cost of the chair. They sent $46.93 to my account minus the interest which was okay but they refused to return the money for the three tablets, said it didn't belong to me. The store issued affirm a full refund but they said I have to get it from the store. I have emails from both ******* and Affirm stating they sent and received the refund.

  

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to Ms. ********** BBB complaint. Affirm has reviewed Ms. ********** complaint, which involves her concern regarding a missing refund for a return she made. 
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. ****************** any further questions or concerns, we encourage her to reach out to ****************************************************.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22890277
  
  I am rejecting this response because: originally I owed $201.14, I paid down $50.28 then two payments of $27.84 which was a total of $105.96. That left a balance of $95.18. I returned two tablets for a refund of $97.32 and one for a refund of $48.66 for a grand total of $145.98 no interest fees included. The chair including taxes and finance fees was $55.16 which was was paid in full from the $105.96 already paid.which left a balance of $50.80. From the over payment of the one item left on ticket (gaming chair)...they put two payments of $27.84 and $19.09, a total of $46.93 back in my account. The price of the chair $55.16 and $46.93 comes to $102.09 ... That was fine since that is all I owed. But once they received the $145.98 they stated that my account was paid in full...if ******* returned that amount how do they get to keep it since I have returned the merchandise, I asked to apply it to my other account but they said they owed me nothing because the account had been cleared with the refund... how I have nothing to replace the tablets. My balance was $95.18, once they got the refund they owed me $50.80 !!
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/02/2025

  Type:Billing 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.

  Affirm says I have an account.I did not apply for account.They cannot tell me IF a card was mailed to me.They cannot give me an account #.I do not have or want an ********************** account.

  

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern regarding having an Affirm account she did not request.
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. ****** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:02/02/2025

  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 am not liable for this debt with affirm. i do not have a contract with affirm they did not provide the original contract as requested. delete this from my credit report

  

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to Ms. ******* BBB complaint. Affirm has reviewed Ms. ******* complaint, which involves her concern regarding not being liable for debt on her account.
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. *************** any further questions or concerns, we encourage her to reach out to ****************************************************.
  

• Initial Complaint

  Date:02/01/2025

  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 used Affirm around December 6th to purchase a projector from a company called **********. I never received it. I have emails from ********** acknowledging same. I paid one out of 4 installments to Affirm. I have asked that I receive a refund as I have not received an item and I am not repurchasing said item. Affirm states that I owe them money! I have received no proof that I received my purchase because I did not! I am being harassed by them now.

  

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to Ms. *************** BBB complaint. Affirm has reviewed Ms. *************** complaint, which involves her concern regarding a purchase she did not receive.
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. ************** has any further questions or concerns, we encourage her to reach out to ****************************************************.

• Initial Complaint

  Date:02/01/2025

  Type:Billing 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.

  They keep my full amount of my order and I paid 3 payments one for ***** and ***** and ***** - and I miss Dec 2024 for income problems anyway they keep the total a mount ****** when it should be ****** and when I try to have them show the payments I paid they don't also they keep trying to make me pay two payments a month when it should be one payment a month thank you for your time

  

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which involves her concern regarding payments for her Affirm loan.
  At this time, Affirm is currently investigating her complaint and will provide a follow up to her email on file within 3-5 business days.
  In the event Ms. ******* has any further questions or concerns, we encourage her to reach out to ****************************************************.