Complaints

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

close

Find a Location

Affirm.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/11/2022

  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 had a dispute against Ghostbed and Affirm in December of 2021. Doing the dispute, Affirm acknowledged that I would not be marked late while the dispute was pending. Ghostbed finally made a refund to Affirm for $6223.38 on February 21,2022. I opened another dispute because they did not refund me all the items returned to them. However, I still paid Affirm $900 on February 28th, more than the monthly payments of $******. On March 12th, another $849.99. April 27th, $******. On June 1st ******. During this time, they closed the dispute stating ******** refused to refund any more. So I continued to pay $590 on July 28th and a final payment of ****** on Aug 15th. Affirm reported to the credit bureau Experian that I was 30 days late in July and August although I had been paying more than the monthly payment during my dispute phase. As of today, September 11th, they are still reporting two late payments and a balance of $171.71. I do not owe this company anything. In fact, I over paid because I did show proof that I returned every item to Ghostbed. To prevent my credit report from being ruin. I reluctantly paid Affirm. However, my credit report is still ruin because they claimed I was late in July and August despite the disputes and overpayments to resolve this matter. At least be truthful. They are claiming I never paid in August although They are showing that payment made with a zero balance. I do not see how they can provide fraudulent information like this. Experian accepted their stance that I still owe them and I am two months behind. So I am bringing this to BBB in hopes someone would lol over my case and do the right thing. My credit score dropped 55 points over this.

  

  Business Response

  Date: 09/27/2022

  Thank you for the opportunity to respond to Ms. ******** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding the credit reporting of her loan.
  
  Affirm's records indicate that ****************** obtained loan M97R-LY22 on November 3, 2021 for a purchase of $11,086.85 with Ghostbed. This loan had a 0% APR, down payment of $586.85, and 18 monthly payments of $583.33.
  
  ****************** contacted Affirm. on December 3, 2022 to report that she had returned her order, and was expecting a full refund. Affirm requested additional details from ******************, and proceeded with opening an official merchant dispute on this same date. Affirm collected evidence from both parties, and ultimately closed the dispute in merchant favor on January 20, 2022. During the dispute, the merchant made Affirm aware of outstanding chargebacks on ********************** purchases that needed to be resolved before a refund could be issued. On February 21, 2022, Affirm advised ****************** that a partial refund of $6,223.38 had been applied to the loan, per the merchant's confirmation based on their policies.
  
  On August 15, 2022, ****************** contacted Affirm to dispute the credit reporting of her loan, as late payments had been reported. She was advised at this time that the reporting was accurate, and could not be adjusted.
  
  To provide clarification on the reporting of this loan, Affirm would like to provide the following breakdown of ********************** repayment history:
  
  12/3/21 Due date; satisfied in full with a payment of $583.33 on 12/3/21
  1/3/21 Due date; satisfied in full with a payment of $900 on 2/28/22 (30 days late). $583.33 went towards January due date, $316.67 was applied to February due date
  2/3/21 Due date; partially satisfied ($316.67) on 2/28/22, partially satisfied on 3/12/22 with a payment of $849.99 (30 days late). $266.66 went towards February due date, $583.33 was applied to March due date
  3/3/21 Due date; fully satisfied on 3/12/22
  4/3/21 Due date; fully satisfied on 4/27/22 with a payment of $583.33
  5/3/21 Due date; fully satisfied on 6/1/22 with a payment of $583.33
  6/3/21 Due date; fully satisfied on 7/28/22 with a payment of $590.00 (30 days late)
  7/3/21 Due date; fully satisfied on 8/15/21 with a payment of $172.71 (30 days late)
  ****************** received all payment reminders and delinquency notifications to the email address and phone number on file. Affirm can confirm that no late payments were reported for ****************** while her dispute was ongoing, between December 14, 2021 and January 20, 2022. No other disputes were opened on this loan, and ****************** remained responsible for making timely payments while the loan had a balance due.
  
  Please note, Affirm simply manages the financing of customer purchases, and all matters of order fulfillment, including refunds are returns, are subject to the policies of the merchant. If ****************** has additional questions regarding additional refunds owed, she is encouraged to reach out to the merchant directly.
  
  As a one time courtesy, Affirm has taken steps to remove this loan from reporting. ****************** can expect to see these changes updated on her credit report in the coming days. In the event that ****************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:09/11/2022

  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 am trying to prequalify for a phone through visible but affirm is auto rejecting my application because my credit is frozen except its not. All that Im asking affirm to do is at least consider my application. I have a really good feeling that once they actually see my credit report and score they will want me as a customer. But until then Im stuck because they think my reports are (still) frozen which they are not. So please just fix this bug/misunderstanding because Id really like to use your services. I have a 800+ FICO.

  

  Business Response

  Date: 09/26/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concern regarding his recent loan application with Affirm. 
  
  Affirm records indicate that ****************** created his Affirm account on September 11, 2022. He currently has no active or previously active loans on his Affirm account. 
  
  On September 12, 2022, ****************** reached out stating that he was receiving a message when he attempted to apply for a loan with Affirm advising that his credit score was frozen or locked and that he would have to lift this freeze in order to continue applying for an Affirm loan. Affirm followed up with ****************** via email on the same date and advised that he will have to use a different payment method at checkout as Affirm was unable to verify his account. 
  
  ****************** called in later that day and spoke to an Affirm ******** Care agent about his attempted application. ****************** attempted to recreate the issue while on the phone with the Care agent but stated that he was able to get through to the application step without receiving the message that his credit was frozen. Affirm records indicate that ****************** was able to be approved for a loan on September 12, 2022 but as he did not confirm the loan, it has not been processed. 
  
  Additionally, please understand that Affirm does not discriminate against any prohibited factors, such as race, color, religion, marital status, national origin, age, gender or ***. None of these factors play a part in Affirm's automated algorithm that determines the creditworthiness of our applicants and in no way do these factors affect a customers purchase total or loan terms.
  
  In the event that ****************** has any further questions, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else. 

• Initial Complaint

  Date:09/11/2022

  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 Received an email today Sept. ******* Alerting me that my dispute has been Resolved. Dispute Reason Cancellation or Return Not Processed Affirm has reviewed the evidence provided in connection with this dispute and has determined that I am Responsible for the loan. Remove from Collections Loan ID R6Z9-12RF I'm Reaching out about this loan as it is Not my Responsibility to Pay for a Loan of $3,500. when I Returned the Damaged Scooter Back to the Merchant ************** to his Home Address which he advise me to do so along with All Photos, Evidence, including Shipping Charges of $547.43 Shipped out to his Personal Home Address. *****, BEHAR ********************************************************************************* *************, Advised me Not to ship out to the Company ********** Tracking # 1ZY6805A4246446003 SCOOTER (Estimated Delivery) April 15,2022 Valued at $3,500.00 ************** received the photos I sent to him which he asked me to send to him, he said he was going to open up a claim with Fed-X for Reimbursement. The Shipment Came to ****** Delivered to a wrong address, my neighbors , which was poorly packaged upon arrival. I was not home at the time the Scooter was delivered yet when I saw the packaging I was not impressed, box was badly worned. Inside the box ,the battery was outside, wires exposed. I immediately contacted the Merchant about this he advise me to use duck tape temporarily that he would send me instructions on how to fix this. I was able to test the scooter for one hour the first day. The following weekend when I decided to take it out to load into my vehicle it would not start, so I called **************,expained the problem to him, he suggested I take photos to send to him by text messaging which I did so. This was when he said to me, ship the Scooter Back to him, he will Pay for the Shipping Charges, to let him know the Cost which came out to be $547.43 with a copy I emailed to ********** This Man gave me his Word, Promising to pay me back which he never did so.

  

  Business Response

  Date: 09/26/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding the outcome of her merchant dispute. 
  
  Affirm records indicate that ****************** Atom trike LLC loan R6Z9-12RF processed on February 28, 2022 in the amount of $3,50**** with ****% APR. The agreed-upon repayment terms were for 12 monthly payments of $291.67 on the 28th of each month. There was one payment of $291.67 made on April 5, 2022. 
  
  On April 18, 2022, ****************** reached out to Affirm and advised that the product she had ordered had arrived damaged and that it had been sent back to the merchant for a refund. Affirm responded to ****************** on April 19, 2022 and requested that she provide more context and details into the issue. ****************** followed up and and stated that the product was having issues with the battery and speed and that she had not taken a photo of the product before sending it back, but provided a photo of her return shipping information with UPS. 
  
  Affirm opened an official dispute on April 19, 2022. When a dispute is opened, Affirm gives both the merchants and customers 15 days to submit any relevant evidence. The merchant reached out to Affirm and advised that ****************** had originally sent the product back for repairs, but upon seeing the repair costs, she requested a full refund. The merchant stated that the product was custom-made and that it could not be returned for a full refund, but could be repaired in which the merchant would cover the return shipping cost. 
  
  Due to a technical error on Affirms end, the dispute was not reviewed until September 10, 2022. Affirm resolved the dispute on this date in favor of the merchant and followed up with ****************** to advise of the resolution. Please note that Affirm is simply the financier of a purchase, and all refunds are subject to the policies of the merchant. As Affirm has found the merchant to be working within their policies, ****************** has been deemed ineligible for a refund by Affirm. 
  
  Affirm reached out to ****************** on September 11, 2022 and advised her that we have deleted this loan from her credit report due to the delay in resolution. Affirm apologizes for any inconvenience or confusion this delay may have caused. ******************' loan is currently being held by Affirms third-party collections partner, ******* (formerly known as Debsty). If ****************** would like to make a payment, she may reach out to ******* by calling **************. 
  
  In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email. 

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18009119
  
  I am rejecting this response because: I'm not responsible  for  this payment loan as I had submitted  to the merchant all evidence  of the scooter which was damaged.  Photos were submitted  upon request to the Merchant and to Affirm also along with a tracking number . I was told by the Merchant to ship out to his home address not the Company **********. The Merchant has the scooter in his possession which I paid for the shipping charges of over $500. he promised to reimburse  me back. I'm asking for Affir to Release my name free and clear of thus loan I'm not responsible  for immediately.  All evidence pertaining  to this  I have . The Merchant,  and Affirm Providing evidence I could not upload. Yet Available. 

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

   

  

  Business Response

  Date: 10/05/2022

  Thank you for the opportunity to respond to ****************** BBB rebuttal, which states her concern regarding the dispute resolution for her Affirm loan. 
  
  Please note that all refunds, returns, and cancellations are subject to the policies of the merchant. ********** LLC advised Affirm during the dispute that the product had been sent back to them for repairs. As this order was custom-made, it is not eligible for a refund per ********** LLC as it cannot be resold. ********** additionally confirmed that they would pay for the return shipping after the repair. 
  
  Affirm requests that ******************' please reach out to the merchant directly to work toward a resolution. In the event that ****************** has any further questions or concerns, we encourage her to reach out directly via email. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18009119
  
  I am rejecting this response because:I chose Not to accept the Scooter for Repairs. It was Shipped Back to the Merchant due to Damange only. i chose Not to have Repaired even though it was Custom Made. I had explained this to the Merchant due to the huge Shipping cost the weight of the scooter of over $500,00 he promised to pay upon Receipt of the returned Scooter, yet he has not paid me anything. The Scooter is in his possession, shipped out to his own personal afddress, instead of the Company Atom Trike. I'm asking for my name to be free and clear from charges I'm Not Responsible for.I have emailed and explained to the Merchant and will send another email to him that it is his Responsibility to Release to Affirm that he owns the scooter , as this was my Agreement to him. I did Not Agree to Repairs. I told him to keep the Scooter I did Not want it. If anything was to go wrong once Repaired I would Not be able to afford Shipping Charges. The fact the Merchant said he was going to pay Shipping ******** was Not true at all, Those were his words, I Never agreed upon with hi. The Mechant owes me over$500.00 Shipping Charges.

  I'm Asking Affirm, to Please Release me from this huge debt of $3,500.00 and to Please Clear my name of this debt A.S.S.P. I will send an email to the Merchant about the Shipping Charges he owes to me, and to let Affirm know that the Scooter is in his possession
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/10/2022

  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.

  On July 28th, 2022 I took out a loan of $5000 with Affirm. I purchased 2 1st class tickets to ******* through a travel company called Expedia. After not receiving my iteneray after a couple of days, I contacted Affirm who, in turn, told me to contact Expedia. I contacted Expedia via chat online and requested my itinerary. Expedia informed me they did not have any information on airline reservations by way of the travel agent verifying this by looking up my account. Furthermore, she suggested that I tell Affirm to cancel the order. This is all in the official transcript of our conversation with Expedia. I sent this information to Affirm 3 times, and every time I would receive a form letter that did address any of my questions or acknowledging the transcript I provided. I never received the tickets. I paid for them out of my own pocket, of which I have proof. Unfortunately, they choose to ignore my requests for proof, and send me an email informing me that the matter is closed and I have to pay them 5K. I have repeatedly asked for their proof that this money was spent, and why they didn't cancel this order as Expedia suggested suggested. Furthermore it was extremely difficult to get any help or answers.

  

  Business Response

  Date: 09/26/2022

  Thank you for the opportunity to respond to ****************** BBB complaint, which states her frustration with her Affirm loan with Expedia and her request for a billing adjustment.
  
  Affirm's records indicate that loan ****-QKD5 was processed on July 28, 2022, with Expedia in the amount of $5,000. ************** agreed to repayment terms of 3 monthly installments of ******** at an APR of *****%. The loan has not received any payments and is currently overdue for August 28, 2022. 
  
  ************** contacted Affirm ************* on July 30, 2022, to report issues with her purchase with Expedia. She provided a document showing the chat log with the merchant on July 31, 2022, but no concrete evidence that a refund was due as the text did not clearly indicate the conversation was with Expedia. The Affirm ************* team followed up with her on August 02, 2022 as well as August 06, 2022 and requested additional evidence. 
  
  Unfortunately, ************** did not submit any evidence or documentation requested and on September 01, 2022, the team resolved in the issue in the merchant's favor. Please note that Affirm requires specific evidence from the merchant showing that a customer's loans are due to be refunded with a specified amount in order to process any due refunds. Since the team did not receive any evidence from **************, they were unable to determine that this loan is eligible to be refunded. 
  
  As a courtesy, the team escalated her case to the payment processor on September 06, 2022 and advised ************** that the case could take up to 90 days to resolve. The team also advised ************** that she remains responsible for her loan and the repayment terms during this investigation.
  
  Please note, ************** remains responsible for making all remaining payments on this loan unless a full refund is issued by the merchant or the processor errs in her favor. Loan payment details can be reviewed by logging into her Affirm account. 
  
  In the event that ************** has any further questions or concerns, Affirm encourages her to reach out directly via email.

• Initial Complaint

  Date:09/10/2022

  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.

  I received a notification this company Affirm was on my credit 4 times. I have never heard of this company also do not have any written contract or agreement with this company. These are fraud account. I have not received any letters of bills from this company. I am requesting this removed from my credit asap . I am also requesting a legal contract with a wet signature of the person who setup or applied for these accounts. I only want original documents NO print outs of this false information. These items are to be removed from my credit & i would like a full investigation sent to me .

  

  Business Response

  Date: 09/26/2022

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed her complaint, which states that Affirm is reporting on her credit report but she never authorized or opened an account with Affirm. 
  
  Affirm records indicate that ************************ obtained 3 loans on this Affirm account. 
  
  Loan KQIJ-KOBV on December 7, 2021 for a purchase with Tributo in the amount of $236.00. The agreed upon loan terms are *****% Annual Percentage Rate (APR) and 6 biweekly payments of $32.57. This loan charged off to Affirms third party collections agency on September 5, 2022 to **********. For any questions or to schedule payments they can be reached at *************.
  
  Loan 079M-02FP on September 30, 2021 for a purchase with Amazon in the amount of $100.00. The agreed upon loan terms are *****% Annual Percentage Rate (APR) and 12 biweekly payments of $9.69. This loan was charged off on August 28, 2022 to Affirm. Payments can be made to Affirm by logging into your Affirm account and then choosing this loan. Once chosen you will see a blue Make Payment button where if clicked you can make a payment. Payments made take 1 business day to process. She can also call Affirm to make a payment and one of our representatives can assist. She may call ************ between the hours of 7AM to 10PM CT seven days a week.
  
  Loan HU4C-FLGO on September 8, 2021 for a purchase with Target in the amount of $183.50. The agreed upon loan terms are *****% Annual Percentage Rate (APR), and 12 biweekly payments of $17.78. This loan charged off to Affirms third party collections agency on September 5, 2022 to **********. For any questions or to schedule payments they can be reached at *************.
  
  Affirm has reviewed her account and it does not show any other requests on this concern with fraudulent activity. Affirm has opened an Unauthorized Activity case as of September 26, 2022. ****************** should have received an email from Affirms account Safety Team requesting her to please complete the Affirm Affidavit for them to further investigate this claim. 
  
  Please note that until the completed Affidavit is received *** ******* remains responsible for these loans. 
  
  In the event she has any further questions or concerns, we encourage her to reach out to https://helpcenter.affirm.com/us/s/article/something-else

• Initial Complaint

  Date:09/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Affirm on 9/5/2022 as my phone number was unlinked to my account . After speaking two multiple representatives I was informed that my account was updated and my phone number has been relinked and that I will receive a confirmation email. I still have not received a confirmation email and I am unable to login using my phone number. I have payments that are coming up and I do not want to miss them as well as I would like to have access to continue purchasing.

  

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed ******************** complaint, which states his concern regarding his request to update the phone number associated with his Affirm account. 
  
  Affirm records indicate that **************** reached out on September 5, 2022 to update the phone number associated with his account so that he could log in and make payments on his loans. Affirm advised that he would receive an email containing a link where he would be asked to provide identifying documentation. Please note that a customers phone number is a crucial aspect of their Affirm login credentials, and Affirm therefore takes the procedures to update this information seriously in order to protect customer information. 
  
  **************** followed up with Affirm on September 10, 2022 as he had not received the email with the submission link. **************** was advised that it may take 3-5 business days for the link to be sent and reviewed. **************** called in again on September 13, 2022, and an Affirm ******** Care agent was able to link the correct phone number to his Affirm account. The last 4 digits of the number currently on the Affirm account is -6820. 
  
  If this number is not correct, Affirm requests that **************** reaches out by calling ***************** days a week from 7am - 10pm CT. In the event that **************** has any further questions, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else or by calling the number above. 

• Initial Complaint

  Date:09/09/2022

  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 was on my Amazon account last night when I tried to get a bassinet through affirm and it asked me my income, I ACCIDENTALLY clicked $500 and I got declined for the loan because i do not meet income eligibility. I have used affirm several times and never had an issue and now I am unable to get anything with affirm. Please help me fix this issue i rely on affirm heavily, its a great platform im so disappointed this has happened. I need to be able to use my account , I always pay on time and dont have many loans running at a time. I shouldnt be declined for any reason whatsoever

  

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding her recent loan application declinations. 
  
  Affirm records indicate that ************** applied for a loan through Amazon on September 1, 2022. ************** received a declination for this application and the subsequent applications because they exceed the amount of outstanding credit Affirm could offer ************** at that time based on the information Affirm received from *************** 
  
  On September 19, 2022, ************** called in to Affirm and stated that she believed this declination was because she had incorrectly entered her yearly income. The Affirm ******** Care agent updated **************** reported income on her Affirm account and advised her to try applying again at a later time. 
  
  The following day, ************** applied for another loan with Affirm and received an approval. Please note that Affirm considers each transaction separately, the amount that a customer can borrow from ********************** will be dependent on the information that Affirm has at the given time. Affirm considers many factors when determining whether we can approve a customers loan request such as the details of their loan request, their credit history, and their repayment history with Affirm if applicable.
  
  In the event that ************** has any further questions, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiance and I arrived to our destination hotel the Staybridge HD, in ********,**. to find that the King room we ordered was not available to us.We were given a room with 2 full bed which were too small making sleeping very very uncomfortable with knee and back issues.The staff were really very friendly and accommodating but that didn't solve the bedding issue.I'm asking for a price adjustment.Please respond accordingly, regarding my refund deduction for hotel accommodations.Thank you *************************

  

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed **************** complaint, which states his concern regarding his request for a partial refund due to a change in his hotel reservation. 
  
  Affirm records indicate that **************** Priceline loan 7KL5-**** processed on April 22, 2022 in the amount of $2,204.34 with *****% APR. The agreed-upon repayment terms were for 6 monthly payments of $397.90 on the 22nd of each month. 
  
  On August 19, 2022, **************** reached out and stated that when he had arrived at this destination, the hotel did not provide him with the correct room that he had booked via Priceline. Affirm followed up with **************** and requested additional information and context into the issue he was experiencing in order to determine if he was eligible for a dispute. 
  
  **************** responded on August 21, 2022 stating that he had been communicating with Priceline regarding a partial refund since the booking was not properly fulfilled but that he had not heard back from them in weeks. Affirm opened a courtesy dispute and reached out to Priceline directly for any clarification on whether they had reached a decision. 
  
  Priceline issued a partial refund of $260.62 back toward **************** loan on September 17, 2022. Affirm then refunded **************** in the amount of $51.53 on September 22, 2022 back to his original payment method. If this is not the refund that **************** was expecting, Affirm requests that he reach out by calling ***************** days a week from 7am - 10pm CT.
  
  **************** loan is now settled and he is no longer responsible for repayment. In the event that **************** has any further questions or concerns, we encourage him to reach out directly via email or by calling the number above. 

  Customer Answer

  Date: 09/23/2022

  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:09/09/2022

  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 found a hair vendor on this app called Shop who uses Affirm as a payment option. The hair vendor is ChicoAmorhairco. The hair took almost a month to arrive, the sellers communication was lacking and the hair I received wasnt what was stated on the vendors site. The hair ordered was a frontal and 3 bundles 613 (receipts attached) which was said to be 100% donor hair unprocessed. What I got felt and looked like Barbie **** hair. I have a medical condition called alopecia and wear wigs due to it. I installed the hair only adding a spray tent to the lace to match my skin complexion and within 8 days of installing the wig the frontal was balding right in the front. I never added any chemicals nor did I apply a lot of heat as the hair was straight hair. I reached out to the vendor immediately and almost 21 days later if not 30 did I finally receive a response from the vendor saying that this was the first time its happened and shes never gotten any complaints about the hair. I sent pictures which are also included, I wanted to return the hair and not be held accountable for payment of the hair as it was unwearable and **** hair like. The vendor then tried to offer new hair however, why would I want more potential bad quality hair. So, I went to go through Affirm to help handle the situation and they ended up siding with the vendor because they still want their money but I again dont want to get more hair from a vendor I am unhappy with. I have a medical condition where I dont have hair and depend on wigs to live life. This was false advertisement on the vendor and poor decision on Affirm who isnt for their customers but all for profit. But in my case Im not just any customer I have a medical condition that makes me not have my natural hair so I depend on good quality hair which I assumed I was purchasing due to what was stated on the vendors site. I still have the hair because I took it out the day I emailed the vendor letting her know my frontal was balding.

  

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond to Ms. ****** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern regarding the resolution for her merchant dispute. 
  
  Affirm records indicate that Ms. ****** ChicAmourHair.co loan B42R-FHJ4 processed on May 22, 2022 in the amount of $405.00 with ****% APR. The agreed-upon repayment terms were for 3 biweekly payments of $101.25, with a down payment of $101.25 that was submitted on May 20, 2022. No additional payments have been made toward this loan. 
  
  On June 24, 2022, ************** reached out stating that the quality of her order was not what she was expecting and that the merchant was being unresponsive. ************** stated that she had followed the merchants instructions for installation of the product, but that it had begun shedding not long after using the product. Affirm requested that ************** provide more information and context into the issue she was experiencing in order to determine whether or not she was eligible for a merchant dispute. 
  
  ************** reached back out on July 3, 2022 and advised that she could no longer access some of her communication with the merchant to provide to Affirm, but that she had last reached out on June 14, 2022. Affirm opened an official dispute for Ms. ****** loan on July 5, 2022. When an official dispute is opened, Affirm gives both the merchants and the customer 15 days to respond with any relevant evidence. 
  
  The merchant reached out to Affirm and advised that their policy states that they do not accept returns for products that have been altered and will instead offer an exchange. The merchant stated that they had offered ************** an exchange, per their policy, but the offer was declined. Please note that Affirm is simply the financier of a purchase, and therefore all returns and refunds are subject to the policies of the merchant themselves. 
  
  As a result of the investigation, Affirm determined that the merchant was working within their policy by offering to exchange the product for **************. The dispute was then resolved in favor of the merchant on July 28, 2022. Affirm followed up with ************** directly via email to advise her of this decision and provide an explanation on why it was resolved as such. 
  
  ************** followed up on September 3, 2022 disputing the resolution. Affirm reached back out to her on September 14, 2022 and reiterated that the merchant is following their policy and that ************** remains responsible for repayment until the merchant issues any refunds. 
  
  In the event that ************** has any further questions or concerns, we encourage her to reach out directly via email.

  Customer Answer

  Date: 09/24/2022

   
  Complaint: 18005282
  
  I am rejecting this response because:
  
  

  The vendor should issue the money back that was paid to her to Affirm, the quality of the hair is unsatisfactory. Affirm is only wanting me to accept what they offered because they want the revenue from my purchase. Affirm has shady people not selling what is described on the site. Ive been going through this for too long. I dont want to pay for something I am unhappy with and I dont want replacement hair from the vendor because the quality is terrible. 

  Sincerely,
  

  
  *************************

  

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond to ************** BBB Rebuttal, which states her frustration with the previous response and her recent Merchant Dispute case regarding loan B42R-FHJ4.  
  
  As previously informed, the case was resolved in favor of the merchant. Affirm found that the merchant was working within their policies and the decision was final.
  
  Please note that Affirm simply manages the financing  purchases. Order fulfillment and any returns/refunds are subject to the merchants policies. Affirms dispute process ultimately relies on the nature of these policies.  To that end, Affirm is unable to resolve this dispute in ************** favor. At this time  she remains responsible for the remaining payment due on this loan at the agreed upon terms unless the merchant issues a full refund. 
  
  At this time, Affirm kindly advises ************** to reach out to the merchant directly for further resolution. 
  
  In the event that ************** has any further questions or concerns, Affirm encourages her to reach out to via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18005282
  
  I am rejecting this response because: The merchant should be contacted by Affirm and request the money. Affirm also charged of the order. I did not agree to that either. This seems real shady. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered several items, though affirm. which the customer service people cant communicate clearly.It used to be based in **********, now your talking to a person who cant communicate.sad affirm, has gone with cheap customer service

  

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond to Mr. ******* BBB complaint. Affirm has reviewed ******************** complaint, which states his concern regarding Affirms communication with him regarding an issue he is experiencing with his Affirm loan. 
  
  Affirm records indicate that **************** has several currently open loans with Affirm. **************** has recently reached out to Affirm regarding his Virtual Card loan 8HR6-0X4D with SP FEATURE.COM, which was processed on August 29, 2022 in the amount of $287.00 with *****% APR. The agreed-upon repayment terms were for 12 monthly installments of $27.98 on the 29th of each month. A payment of $50.00 was made on September 6, 2022. 
  
  On September 7, 2022, **************** reached out to Affirm and advised that he wanted to initiate a dispute for this loan. On September 8, 2022 Affirm requested that **************** provide additional information and context into the situation, such as when he last heard from the merchant and what were the details of the issue. **************** replied and stated that he had reached out to the merchant, but had not heard back from them nor had he received any order confirmation number for his purchase. 
  
  Affirm responded and requested more detailed information in order to determine if Mr. ******* loan is eligible for a dispute. **************** responded with a copy of his order confirmation email from the merchant, containing his order confirmation number and his billing/shipping address. 
  
  **************** called in to Affirm on September 9, 2022 to ask about his dispute. Please note that Affirm is simply the financier of a purchase, and all shipping, refunds, and cancellation are subject to the policies of the merchant. Affirm asks that **************** reach out directly to the merchant in order to work toward a resolution. 
  
  If **************** has any screenshots or PDFs of his attempt to communicate with the merchant, even if they did not respond, Affirm asks that he send them to Affirm with a reference to his case ID [********]. ********************** additionally requests any copies of shipping or tracking information he has been provided and a screenshot or PDF of his original order confirmation. These documents can be sent as a reply to Affirms previous request sent on September 8, 2022. 
  
  If this is not the issue that **************** is referring to, Affirm asks that he please reach out to us directly via https://helpcenter.affirm.com/us/s/article/something-else or by calling Affirm at ***************** days a week from 7am - 10pm CT.