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:02/14/2024

  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.

  I ordered a washer online on consumercenses.com, so I thought. I received an invoice #***** from Consumercenses.com. I financed through Affirm for a total of $314.99. When I received the loan info from Affirm they listed the merchant as The Pure Bag. They paid that vendor. I received an email days later from the Pure Bag stating their email had been hacked and they did not use Affirm. I tried to contact/reply so they would cancel my order, so I could cancel the Affirm loan. I received no reply. I tried to find contact information for Consumercenses.com but couldn't. I then tried numerous times contacting Affirm. They told me they'd already paid The Pure Bag and wouldn't cancel the loan unless the merchant refunded them. I tried to upload documents to show what happened, their links in the dispute page wouldn't work. I contacted them about this. They suggested I go right back to the dispute site and upload documents. Which I am still unable to do. I am frustrated with Consumercenses.com, the Pure Bag for not contacting me back, they were hacked I get that, but getting no resolution with Affirm and therefore frustrated with them. I dont want to pay for something I never received. All I have is an invoice email from Consumercenses.com, an email from the Pure Bag saying they were hacked, and Affirm loan saying I have to pay this unless they receive a refund from the merchant.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to ************************ BBB complaint. Affirm has reviewed ************************ complaint, which involves her concern that she did not receive the product associated with her Affirm loan. 
  
  Affirm records indicate that ************************ The Pure Bag loan (ID AJPT-EDOT) was processed on February 5, 2024 in the amount of $314.99. ******************** agreed to make 4 biweekly installment payments of $78.75 and the loan APR is 0.0%. No payments have been made towards the loan to date. 
  
  On February 14, 2024, ******************** contacted Affirm via the *********** to report an issue with her purchase, stating that the original merchant that they tried to make a purchase with was hacked and the order would not be completed. On February 19, 2024, ******************** sent documentation to support her claim via email. 
  
  On February 24, 2024, the Affirm ************* team followed up with ******************** to advise that a merchant dispute claim was opened to investigate her claim further. When a dispute is opened, Affirm allows both the customer and merchant 15 days to submit any relevant evidence. Affirm then allows another 15 days to review the submitted documentation.
  
  At this time, ******************** has until March 10, 2024 to provide any further information regarding her claim. At the end of the evidence collection period, Affirm will review the evidence provided by both parties and provide an adjudication to ******************** via email and the Secure Messaging Portal. If the dispute is found in ************************ favor, the loan will be refunded in full. If the dispute is found in favor of the merchant, ******************** will remain responsible for the balance of her loan. 
  
  In the event ******************** has any further questions or concerns, we encourage her to reach out to 
  **********************************************************;

  Customer Answer

  Date: 03/01/2024

  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:02/14/2024

  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.

  Affirm was used as a third party to purchase an item and the item was not received and the seller was refunded and now refused to refund me. For over 2 months Ive contacted Affirm to reach out to the seller since they refused to talk to me every time that I called them they wont answer my call but when calling from a different number they would tell me the manager isnt available. I forwarded the email from *** that the merchant Bulleyes sneaker store has been paid for the lost item. Affirm refused to helped and as they now still deducting money from my bank. They only concern as the profit that theyre making and not interested in solving my issues.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to Mr. *********** BBB complaint. Affirm has reviewed his complaint which states that he did not receive his order from Bullseye Sneaker Boutique, and he is not happy with the dispute process with Affirm. 
  
  Affirm's records indicate that loan B9KY-MEEG was confirmed on December 22, 2023 with the merchant Bullseye Sneaker Boutique in the amount of $214.99. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $37.52. 
  
  Affirm received contact from ************************ on January 3, 2024, when he called in to explain that he had not yet received his order from the merchant. He stated that he would like to dispute the loan and after the call Affirm followed up with further details needed. He was advised on January 4, 2024, that his request would be escalated with the evidence he had sent in. 
  
  Affirm requested further evidence needed on January 9th, January 22nd, and February 6th, 2024. On February 6, 2024, a dispute was opened on the loan and ************************ was advised that the dispute had been opened.
  
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. The evidence due date for this dispute was February 21, 2024.  
  Affirm contacted Mr. **************** on February 22, *************************************************************************************** the merchants favor due to not receiving substantial evidence to support his claim. 
  
  Please note, Affirm manages the financing of the purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds the loan, they are still responsible for repayment. 
  
  We apologize for any frustration this situation may have caused for her. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.
  
  

• Initial Complaint

  Date:02/14/2024

  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 January 22, 2024 I returned a Dreamcloud mattress (loan A9CD-YRA4) that was paid for in full through Affirm. I notified them and received an email on January 22, 2024 notifying me my refund had been processed in the total amount paid of $970.92 to the original payments. I contacted Affirm via the customer service number informing them I no longer had one of the cards, ending in 9376, and requested they refund the amount of $116.67 to a card on file I do have ending in 9291 or in the form of a check.From January 22, 2024 I have reached out multiple times and even spoke with a few managers: none of them seem to understand the issue and insist that they have to refund to the original payment though that payment is no longer available. I sent an email to Affirm support seeking resolution to this issue and never heard back.The resolution I seek is the money back that I paid for an item that was returned.

  

  Business Response

  Date: 03/01/2024

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed her complaint which states she still has not received the refund for her Dreamcloud loan.  
  
  Affirm's records indicate that loan A9CD-YRA4 was processed on March 14, 2023 in the amount of $970.92. This loan has terms of 0.00% Annual Percentage Rate (APR) and 6 monthly payments of $116.67 due on the 14th of each month. This loan received a full refund of $970.92 on January 22, 2024. 
  
  She called in on January 22, 2024, and asked Affirm what will happen with her refund. The Affirm agent explained that the refund will be processed back to the original form of payment however she informed Affirm that the original payment method is no longer open. The Affirm agent went into further detail on next steps and explained that we would escalate the request for review.  
  
  On January 24, 2024, Affirm followed up via secure message and explained that after further review, we were able to confirm with our payment processor that the following refunds were successful. Affirm then provided her the reference number of ********* to provide to her bank for the $116.67 amount. These Unique numbers will allow her bank to locate these payments.
  
  As for the refund check that is due to her for $270.92, Affirm has checked in with our Customer Refunds team on a status update. The check for $270.92 experienced a technical issue and was delayed in being processed. Affirm sincerely apologizes for this delay. 
  
  As of March 1, 2024, Affirm is processing and getting check number ****** ready to be sent out. The check once mailed will arrive within 7-10 business days. 
  
  We apologize for any frustration this situation may have caused for ************. In the event that they have any additional questions, we ask for them to contact Affirm directly via email.
  
  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21291956
  
  I am rejecting this response because: 

  I went into my banking institution and met with the Branch Manager: after explaining the situation, she confirmed there is NO WAY to access an account or debit card that is no longer active, especially when Affirm only has the last 4 numbers.  She stated the company that issued the refund would have to retract the payment and send it to an open account.  She verified with colleagues that there was nothing to be done with the confirmation number provided by Affirm.

  I have received the following as a refund from the $970.92 amount due:
  $116.67 returned to card ending in 5623 -account still open
  $466.66 returned to card ending 9291 -account still open

  I am very dissatisfied with the length of time it is taking to send the $270.92 check and not being communicated with about a delay. And that all of this could have been avoided if Affirm would LISTEN and expand on a script that does not help in a situation such as this-the inability to access the remaining $116.67 sent to a card ending in 9376 which is no longer accessible. 

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

  

  Business Response

  Date: 03/11/2024

  Thank you for the opportunity to respond to **************** BBB rebuttal complaint. Affirm has reviewed her complaint which states she still has not received the refund for her Dreamcloud loan and has not been able to access the other refunds provided.
  
  As of March 11, 2024, Affirm has reviewed her concern again on the refunds that were processed back to her bank account. Again, ********************** shows they were successful and provided her the reference number of ********* to provide to her bank for the $116.67 amount. Additionally, in order for Affirm to assist further with this, we need a letter from her financial institution on their official letterhead stating they are unable to locate the refund. Please note to include the card number and the amount on the letter. Once this is received, we will be more than happy to assist in investigating this further for ************.
  
  As for the refund check that is due to her for $270.92, Affirm has checked in with our Customer Refunds team on a status update. They have advised that the check reflects it has been received and cashed. 
  
  We apologize for any frustration this situation may have caused for ************. In the event that she has any further questions, Affirm encourages her to reach out directly through ****************************************************.
  
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21291956
  
  I am rejecting this response because: ************ is still investigating this alleged deposit and it will take up to two more weeks before they have an answer.  Once the investigation is closed, they would be able to submit official documentation.  Affirm will have to wait for the investigation to be complete before receiving any official documentation from them.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/14/2024

  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.

  Im having problems with them to closed my account its paid in full and they dont want to closed my account I purchased some iPods 3rd generation through ******* third party but I got the loan from Affrim my package was damage so ******* return the money back full refund. All I want is my account closed.

  

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to respond to Ms. ******* BBB complaint regarding wanting to close her Affirm account. 
  
  **********************'s records indicate that loan W6H5-3LS3 was processed on January 22, 2024 for a purchase with the merchant, ******** in the amount of $217.58. This loan has terms of *****% Annual Percentage Rate (APR) and 6 monthly payments of $40.15 due on the 22nd of each month. 
  
  Affirm received contact from her on January 31, 2024 and on the same day we requested that she please send evidence to further review and investigate her claim. Affirm did not receive any evidence from her. 
  
  On February 4, 2024, ******* processed a full refund to the loan for $217.58. On February 12, 2024, **************** called Affirm asking for the account to be closed. At the time of the call the Affirm agent advised correctly that due to the final transaction on the loan being February 4, 2024, we must wait 30 days from that date to be able to close the account. That would put the account on March 4, 2024, to be closed. 
  
  If she calls on March 4, 2024, Affirm will be happy to help her close her account. 
  
  We apologize for any frustration this may have caused. In the event that she has any further questions, Affirm encourage her to reach out to Affirm via ************************************************************
  
  

• Initial Complaint

  Date:02/13/2024

  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 returned an item that I financed through Affirm. I made 2 installment payments before returning. Affirm claims they refunded both installment payments to my bank. But my bank only shows one payment was credited equal to $57.74. Should have received an additional $57.74 for a total of $105.48. Case# ********

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity in responding to ************************ BBB complaint. Affirm has reviewed her complaint which states her concern with the duration of time it took for a refund to be processed towards her loan.
  
  Affirm's records indicate that on January 15, 2024, ******************** obtained loan ABG6-OK6W for a purchase with the merchant, Evertone Skin in the amount of $210.94. She agreed to loan terms of 0% Annual Percentage Rate (APR), down payment of $52.74 and three bi-weekly payments of $52.73. ******************** completed the down payment and first installment.
  
  On February 11, 2024, the merchant provided a full refund towards the loan. Affirm refunded the payments she previously made back to her original payment method. On February 13, 2024, ******************** contacted Affirm inquiring about the refund and indicated she only received one of the payments. Affirm sent her an email confirming the refund and advised it may take 3-10 business days to process. On February 14, 2024, ******************** sent Affirm an email confirming she received the refund of the second payment.
  
  We apologize for any frustration this situation may have caused for. ********************. In the event that she has any additional questions, we ask for her to contact Affirm directly via email.

• Initial Complaint

  Date:02/13/2024

  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 the debt with Affirm, I have never had a contract or written agreement with Affirm and have never recorded a copy when requested.

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity in responding to ******************** BBB complaint. Affirm has reviewed his complaint which states his request to delete a loan from his credit report.
  
  Affirm's records indicate that on November 15, 2022, **************** obtained loan TQ0D-OX3S with the merchant, Walmart.com for $585.28. He agreed to loan terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $57.06.
  
  Mr, ****** completed his first two payments. Thereafter, no payments were received and the loan charged off on June 13, 2023, due to having a past due balance for more than 120 day. The loan was sent to Affirm's partnered, third-party debt collector, ***********. They can be reached by calling **************.
  
  On February 11, 2024, Affirm received an FCRA dispute in which **************** claimed the information being reported to the credit bureaus was inaccurate. Affirm closed the dispute and confirmed the information being reported to the credit bureaus was accurate.
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on Affirms Terms of Use and Privacy Policy as well as ******************** Loan Agreement which he consented to and approved when he obtained Affirms loan. More information on Affirm's Terms of Service can be found here: **************************************. Affirm respectfully declines his request to delete loan TQ0D-OX3S from his credit report.
  
  Affirm also saw that **************** has not contacted Affirm directly prior to this BBB complaint regarding unauthorized activity concerns. If **************** believes the loan is unauthorized, she is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her input and information. To do so, please see the following link: ******************************************************************************************************************;
  
  In the event that **************** has any additional questions, we ask for him to contact Affirm directly via ****************************************************.

• Initial Complaint

  Date:02/13/2024

  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 was recently denied for a major purchase due to the inaccurate information that Affirm is reporting to the credit bureau. My credit report shows that I have been delinquent from November 2022 - March 2023. This is very incorrect and it's like pulling teeth to get someone on the line who understands what my actual complaint is. They keep asking me for a loan id although I have no idea which loan is showing late in the past. The first rep that I spoke with on the phone stated that they have no access to credit reports, and I needed to call the bureau. I explained that I needed to get confirmation directly from Affirm, since they are reporting it. She then transferred me to a manager who attempted to filter through all of my previous loans and could not find the issue that I am facing. I then attempted to chat with a rep, who told me that Affirm was not credit experts and that I needed to contact the bureau. She then went on to tell me that she would refer the request to another team who would reach out to me via email in 3-5 days. I have disputed this information before and it keeps coming back as verified. I need to know what exactly is being shown as verification, and why is it such a secret that I cannot see this so called late for 5 months information. I am requesting that this credit damaging information be removed from my credit report immediately.

  

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity to respond to **************' BBB complaint. Affirm has reviewed **************' complaint, which involves her concerns that her Affirm loan is not being reported accurately to the credit bureau. 
  
  Affirm records indicate that **************' CheapOair Packages loan (ID ********** was processed on December 13, 2021 in the amount of $699.17. ************** agreed to make 12 monthly installment payments of $64.07 and a loan APR of *****%. A down payment of $41.98 was required,  which you successfully submitted on December 8, 2021. Loan payments were due on the 9th of each month between January 13, 2022 and December 13, 2022. You made the following payments towards the loan: $64.07 on February 3, 2022; $64.07 on February 17, 2022; $64.07 on April 7, 2022; $64.07 on April 19, 2022; $64.07 on June 2, 2022; $64.07 on July 1, 2022; $64.07 on August 3, 2022; $64.07 on August 19, 2022; $64.07 on December 1, 2022; $64.07 on December 29, 2022; $65.00 on February 26, 2023; and $63.09 on March 2, 2023. 
  
  The payment due on September 13, 2022 was more than 60 days overdue before it was satisfied on December 1, 2022. The payment due on October 13, 2022 was more than 60 days overdue before it was satisfied on December 29, 2022. As a result, the loan has been reported as being over 60 days overdue on two occasions. The loan is now reporting as paid in full. 
  
  ************** contacted Affirm previously on October 6, 2023 via mailed letter for insight into her loan's credit reporting. An Affirm agent provided this payment history via email on October 7, 2023. ************** again contacted Affirm on February 13, 2024 via chat and on February 14, 2024 via phone call to request additional insight into the credit reporting associated with her loan. Affirm would like to apologize for any inconvenience and/or confusion that the agents may have caused as they were not able to provide the insight that ************** was requesting. 
  
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, Affirm has confirmed that all credit reporting is accurate and will have to respectfully decline **************' request to remove credit reporting for her loan ID *********. 
  
  In the event ************** has any further questions or concerns, we encourage her to reach out to **********************************************************;

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21286960
  
  I am rejecting this response. 
  
  ***************************

• Initial Complaint

  Date:02/13/2024

  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.

  I tried buying tickets for ********************** using Affirm as the payment method. The order appeared to go through, and I got charged for the down payment. Except I didn't get a confirmation email from **************. My Affirm loan was confirmed and the status said "Merchant Processing". I waited a couple of days, and when I called ************** with an order number that Affirm gave me via Online Chat, they said that the order didn't exist, in fact the order number Affirm gave me was 14 numbers long, when the real order numbers for ************** are 15 numbers long. When I tell Affirm that the merchant cannot find my order, all they tell me is to wait for it to process, but since the merchant does not have that order, it will never process. Affirm will not issue me a refund even though I have explained all parts of this issue.

  

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity in responding to ************************* BBB complaint. Affirm has reviewed their  complaint which states they have a loan that needs to be canceled that was never processed on the merchant's end. 
  Affirm's records indicate that loan 7N09-03SZ was confirmed on February 6, 2024 for a purchase with the merchant, SeaWorld Parks and Entertainment, in the amount of $802.64. This loan has terms of *****% Annual Percentage Rate (APR) and 12 monthly payments of $30.1 due on the 6th of each month.
  *********************** contacted Affirm on several occasions from February 6th to February 15th, 2024. They requested to know through Affirs chat service, why the loan did not show it had been processed yet. Additionally, as time went on the loan was not found within the merchants system per their speaking with the merchant. Affirm reviewed and within the first 3 days of the loan reflecting it was still in processing, we advised that the loan was still being processed by the merchant. *********************** asked when it would process as the merchant stated they did not have an order from Affirm. 
  On February 15, 2024, we requested details from both parties to see if the loan could be canceled. We did not hear from the merchant until February 28, 2024. Affirm has requested as of February 29, 2024, that the merch provide further details as what was given was not substantial. As soon as Affirm hears back from the merchant with further details we will be in direct contact with ***********************. 
  We apologize for any frustration this situation may have caused for them. In the event that they have any additional questions, we ask for them to contact Affirm directly via email.
  
  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21286790
  
  I am rejecting this response because: It has been about a month since the loan was approved but the merchant does not have any information about this purchase. Something happened between the Affirm website and the merchant's website that prevented the order from being processed at the time of my purchase. I have been given differing answers from many agents at Affirm, most of which promised to resolve this issue within 3-5 days, which has not happened. It does not sound difficult to pick up the phone and call the merchant (I did it, and was answered by a real person in less than 2 minutes). Waiting weeks for a written reply from them is not acceptable given that I paid over $800 as a down payment. I need my refund now!

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

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to respond to ****************** BBB rebuttal which involves his concern that he has not received the refund he is expecting for a canceled order. 
  
  At this time, Affirm can confirm that loan 7N09-03SZ has been successfully voided as of March 7, 2024. As a result, ****************** down payment of $802.64 has been refunded to the **** ending in *3156.
  
  Affirm thanks ************** for his patience with this matter. In the event that ************** has any further questions, Affirm encourages him to reach out directly through **********************************************************;
  
  

  Customer Answer

  Date: 03/08/2024

  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, as I have seen that the order was cancelled and the refund is on its way back to me.

  However, I still believe it took much longer than any other business I have ever dealt with and would not do business with them again, thus avoiding possible trouble.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/13/2024

  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.

  I ordered shoes from Chaco.com and upon arrival the shoes were too small. I returned the shoes but in doing so the shoes were no longer in stock. Called Chaco and and spoke to ******* that confirmed they received the shoes and that Chaco processed the return. I never received the new shoes as they were canceled and I never received a refund either.

  

  Business Response

  Date: 02/27/2024

  Thank you for the opportunity in responding to ********************** BBB complaint. Affirm has reviewed her complaint which states her request of a refund towards her loan by a merchant.
  
  Affirm's records indicate that on December 6, 2023, ****************** obtained loan FCXP-GPVL for a purchase with the merchant, Chaco in the amount of $91.98. She agreed to loan terms  of 0% Annual Percentage Rate (APR) and four bi-weekly payments of $23.00. She paid off the loan on February 3, 2024.
  
  Prior to receiving ********************** BBB complaint, Affirm has received no communication from her with regards to her request. Affirm is currently reviewing the documentation she sent supporting her claim. Affirm will reach out to ****************** directly when more information becomes available.
  
  Affirm's obligation as an intermediary for disputes is to conduct an investigation to determine if the merchant is working within their policies and procedures to address issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Affirm is only able to apply any applicable refund towards a loan once confirmed by a merchant.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that she has any questions in the interim, we ask for her to contact Affirm directly via ****************************************************.
  
  

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21285022
  
  I am  waiting for further action on their behalf with an outcome 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/04/2024

  Thank you for the opportunity in responding to ********************** BBB rebuttal complaint. Affirm has reviewed her complaint which states her request a refund towards a loan she is disputing with a merchant.
  
  On February 27, 2024, Affirm sent ****************** an email advising her that a dispute was opened with the merchant on her behalf, to determine if any refunds are owed towards the loan. Her request is currently being reviewed and Affirm will contact her directly when there is a resolution.
  
  We apologize for any frustration this situation may have caused for ******************. In the event that she has any questions in the interim, we ask for her to contact Affirm directly via email.

  Customer Answer

  Date: 03/04/2024

  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:02/12/2024

  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 am deeply dissatisfied with Affirm's handling of my account regarding a financed amount of $949.99, which was associated with items that were subsequently returned. This charge relates to a purchase made on December 2nd, 2023, with two items returned in January 2024. Despite my numerous attempts to resolve this matter directly with Affirm, I have encountered unhelpful responses. Their suggestion to open a dispute case led to its closure without clear reasons provided. Additionally, my request for assistance from a US-based customer service representative was denied. I am filing this complaint to highlight Affirm's questionable business practices, which seem to mislead consumers.

  

  Business Response

  Date: 02/28/2024

  Thank he for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed his complaint, which states his concern regarding the refund for his returned items.
  Affirm records indicate that his Sleep Galleria, LLC loan 1Y2B-O953 processed on December 4, 2023 in the amount of $1,407.20 with *****% APR. The agreed-upon repayment terms were for 12 monthly payments of $137.18 on the 4th of each month. A partial refund was issued in the amount of $195.00 on December 5, 2023.
  On December 12, 2023, ****************** reached out to Affirm and advised that he was having issues with shipping delays for his order and the merchant was not offering assistance. Please note that Affirm is simply the financier of a purchase and order fulfillment and delivery is the responsibility of the shipper and courier.
  ****************** followed up on January 4, 2024 and advised that he had refused the delivery for some of the items in the order as he had already purchased the product elsewhere due to the shipping delays. Affirm responded to him the same day and provided him a link to be able to access information on merchant disputes and request one be opened. Affirm later advised ****************** on February 12, 2024 that the merchants website indicates that there may be extended delays that affect shipping and that all sales are final. As a reminder, all refunds and returns are subject to the policies of the merchant.
  As of February 27, 2024, ****************** should have received a request for further evidence from Affirm via our secure message portal. Affirm has also contacted Sleep Galleria, LLC to gain further insight into his concern. Additionally, a dispute was opened the same day. 
  Please note that when a merchant dispute is opened, both the merchant and the customer have 15 calendar days to submit their evidence. Once the 15 days are over, an additional 15 days is provided for investigation into the claim. The evidence due date for this loan is March 13, 2024.
  Should he choose to provide Affirm with any of the requested documentation, he can send it directly to *************************************** with a reference to his case ID ******** or he may reply to the secure message sent on February 27, 2024.
  In the event that he has any further questions or concerns, we encourage him to reach out directly via email.