Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  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.

  Hi mybname is *** *** I checked last payment on my card , it's shows they charged me 21 dollars two time in same time on my card. Can you please check . I'll send you screenshot. Thankyou

  

  Business Response

  Date: 02/24/2025

  Thank you for getting in touch with Afterpay regarding the customers payment discrepancy with **********************. Our customer experience team has reached out to the customer  to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  In the customers case, they placed an order toRubble **************** and selected Afterpay as the payment method. As a result, the total cost of their order was split into four installments and the customer is being debited every two weeks until all four payments are completed. 
  
  We have been in contact with the customer to confirm how their payments were applied and invite them to respond to our email directly if there are further questions or concerns.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 02/24/2025

  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:02/20/2025

  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 made a purchase at fragrance .com ising their website to make the payment .i made a ***** payment to finish the total of ******. The item was due two weeks ago and has never been received. I disputed it with after pay that the item has not been recieved and the tracking stops on feb 17 and says its delayed with no further information . Now after pay sends me the same information and tells me the dispute is over and pay them a ******. I dont have the purchase . They sent mw the same tracking that says its delayed with no futher info. I have never not paid them but they are trying to ******* me out of my money **** dont have any product

  

  Business Response

  Date: 02/24/2025

  Thank you for contacting Afterpay regarding the customers concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to the customer on 2/21/2025 using the email address provided in their complaint to assist with their request. We ask that they reply so our team can further assist with their concern. 
  
  Afterpay customer support is available 7 days a week. Customers can submit a support ticket through our *********** at *************************************.
  
  Afterpay will continue to work with the customer until their issue is resolved. 
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:02/20/2025

  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.

  On February 12th, I made a purchase on ThredUp using Afterpay. Afterpay charged me twice for the order, and of course I sent an email to support to get a refund for the accidental charge. They told me it was ThredUps responsibility to pay me back, so I reached out to ThredUp and they informed me that the double charge was in fact on Afterpays end and was their responsibility to pay back. I have been emailing support for Afterpay back and forth for 8 days, opening new disputes that they close without issuing a refund. They insist that because the order was shipped, that I cannot receive a refund for the accidental double charge. I want it resolved before I have paid them ***** as opposed to the ***** I have already been wrongfully charged.

  

  Business Response

  Date: 02/21/2025

  Thank you for getting in touch with Afterpay regarding the customer's order with ThredUp. Our customer experience team has reached out to the customer to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpays system to void the order. This notice then prompts the system to process the refund to the designated order.
   
  In reviewing the customers account, ********************** confirmed that the refund notice from ThredUp to void their order was not received, delaying the refund process. On 2/21/2025, a void was processed to their account, prompting our system to cancel their installments and issue a refund to their card on file. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:02/20/2025

  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.

  2-20-25 Accept legal documents Why wouldn't your divorce papers signed/stamped by the judge to go back to your name not be good enough to get your name changed at this company. They want an old license (which in ** they take all old license) or a birth certificate. I will NOT scan or mail my birth certificate to anyone. This is the stupidest thing I have heard of. I have loans that I have changed and never had a problem.

  

  Business Response

  Date: 02/25/2025

  Thank you for contacting Afterpay regarding the customers concerns regarding updating the name on their Afterpay account. At this time we can confirm that a complaint experience specialist reached out to the customer on 02/24/2025. On 02/25/2025, the name on their Afterpay account was updated. 
  
  We appreciate the opportunity to address the customers concerns.
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:02/20/2025

  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.

  Fraud account was opened in my name, fraudulent charge in my name for an account that I did not open. No contact from the business after repeated requests. Identity takeover, unlawful use of a credit device. Failure to close account after notification of theft and fraud.

  

  Business Response

  Date: 02/21/2025

  Thank you for contacting Afterpay regarding the customer's recent experience concerning unauthorized orders that they attempted to resolve. Our support team has been in contact with the customer to ensure their concerns are addressed.
  
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming. Our investigations team advised the customer to check with anyone that is authorized or may have access to their account, as in many instances it is a family member that has used their Afterpay account to make a purchase. 
  
  The customer may wish to report the matter to the Police ****************************** Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
   
  Our investigations team has reviewed the information provided and has provided the customer with some additional actions they can take going forward.
  
  Sincerely, 
  The Afterpay Team 
  

• Initial Complaint

  Date:02/20/2025

  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 a computer from ******* through a third party December 13th 2024. I decided I did not want the computer so I shipped the computer back on December 26th 2024. The company received the computer on December 28th 2024. I have yet to receive my refund and I'm getting the runaround from afterpay they put my refund on a bogus of credit card number ending in 6051 which is already expired I cannot get my refund and I would like a check mailed to me at my address and the amount listed above.

  

  Business Response

  Date: 02/25/2025

  Thank you for getting in touch with Afterpay regarding the customers return and refund concerns related to their ******* purchase. Our Customer Experience team has emailed the customer using the email address provided in their complaint to assist with their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, the customer can follow this link -****************************************************************.
  
  The customer can also refer to the merchants website for information on how the merchant handles returns and refunds. The merchant, *******, has their return and refund policies available on their website via this link - **********************************;
  
  In reviewing the customer's account, ********************** can confirm that the customer placed an order with ******* on 12/13/2024. Thereafter, on 12/20/2024, ******* processed a refund to Afterpay and the customers associated order. The refund was applied to the orders installments starting from the last installment and working backward. The customer can review the details of their order via their Afterpay account. If the customer has further return and refund questions regarding their ******* order, Afterpay recommends that the customer get in contact with ******* directly as they have control over these matters.
  
  Afterpay has provided this information to the customer via email. We appreciate the opportunity to assist the customer regarding their concerns. 
  
  Sincerely,
  
  The Afterpay Team

• Initial Complaint

  Date:02/20/2025

  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.

  Not able to cancel my account with **********************. I have no outstanding balance, etc. Literally, no customer service. Texting with non human repeatedly. When trying to cancel acvount, unable to toggle cancel button. Also, when texting customer service, a response is generated from me (supposedly) that states Never mind. What the heck? Can not delete or change my payment info either. Not right. I do not feel comfortable with my personal info/card there. Just want to cancel my account but they are not allowing it. This is crazy.

  

  Business Response

  Date: 02/21/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns about their account. 
  
  Customers can manage their account via the ********************** website or app. For more information, customers can refer to our help center from this link - ***************************************************************************************.
  
  Afterpay has reached out to the customer using the email provided in their complaint to assist them with their request and provide them with this information.
  
  The customer is invited to reply if they have any questions. 
  
  Sincerely,
  The Afterpay Team
  
  

• Initial Complaint

  Date:02/20/2025

  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.

  Ok so I found Afterpay to be a scam they take ur money and their cut and pay other scam sites that never deliver or get the order I placed an order to 30 bucks paid the first payment out of 110 the company then gave me the run around about delivery of said item. So Afterpay then washes their hands of the whole thing they are a scam through and through. And deal with other scam sites so as to wash their hands of it all. Its a good scam too the fact they are still in business shows how much they dont care about you as a customer. Of course a scam company isnt going to get back to you on a return as its a scam yet Afterpay still keeps taking your money. Im filling a suit against them for fraud and willfully taking customers money. I just want a refund and then they cannot pay the other company its not that hard you have to protect your customers youre the one that allowed an obviously fraud company use your service so it is their responsibility to make it right.

  

  Business Response

  Date: 02/21/2025

  Thank you for getting in touch with Afterpay regarding the customers refund request with the merchant, Sparkly Roses. Our customer experience team has reached out to them to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - *********************************************************************;
  
  On 02/19/2025, our customer experience team submitted a dispute with ************* in an effort to help them resolve the customers refund concerns. Any response or action provided by Sparkly Roses through the dispute raised will be communicated to them  through the Afterpay order in their Afterpay account. 
  
  ********************** asks that the customer continue to work with Sparkly Roses directly or wait for their response to the dispute. We hope they can resolve this matter with Sparkly Roses for a successful outcome.
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:02/20/2025

  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.

  We cant talk to a human being to help with our account and Im tired of waiting for them to respond in the app saying its faster but its not and when you change your phone number they say you doing fraud no I have a new number.

  

  Business Response

  Date: 02/21/2025

  Thank you for contacting Afterpay regarding the customers concerns about their account.
  
  ********************** has reached out to the customer on 2/20/2025 and followed up with them on 2/21/2025 to assist with their request. The customer has been asked to provide further information so that our team can address their concerns.
  We ask that the customer respond with the information requested so that our team can provide them with further support.
  
  Afterpay will continue to be in contact with the customer to assist them with their concerns.
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:02/20/2025

  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 have been notified of at least 3 refunds from 3 different vendors who I used Afterpay with. Afterpay has yet to actually issue me the refund, totaling approx. $500.

  

  Business Response

  Date: 02/26/2025

  Thank you for getting in touch with Afterpay regarding the customers refund concerns related to their purchases. Our Customer Experience team has emailed the customer using the email provided in their complaint to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its Pay-in-4 product. Additionally, upon eligibility, Afterpay customers may have the option to use ******************************************** to finance their purchase, payable to Afterpay on a 6 or 12 month loan term for its Pay Monthly product.
  
  As outlined in the Afterpay Installment Agreement and the Afterpay Loan Agreement, merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies.
  
  For information on the Afterpay Installment Agreement, customers can follow this link - ****************************************************************. For information on the Afterpay Loan Agreement, customers can refer to this link - *********************************************************.
  
  Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. Once the merchants refund is received, the refund is processed to the designated Afterpay account and applied to the associated order starting from the last installment and working backward.
  
  In reviewing the customers account and the details they have provided, Afterpay can confirm that the customer has recently placed orders with the following merchants: ** ***** Services **** **** & Bow, and ******* Brand. Afterpay can also confirm the following:
  
  For the customers order with ** ***** ******************** *** placed on 1/4/2025, Afterpays records reflect that the merchant processed a partial refund to Afterpay for the order. As the customer has raised further refund concerns about their order, Afterpay submitted a dispute with ** ***** Services *** on 2/21/2025 in an effort to help them resolve the customers additional refund concerns. Any response or action provided by the merchant, ** ***** Services **** in response to the dispute will be communicated to the customer through the ********************** order in their Afterpay account. 
  
  For the customers order with **** & Bow placed on 11/29/2024, the merchant, **** & Bow, processed a refund to Afterpay on 2/17/2025. The refund from **** & Bow was applied towards the installments for the customer's associated order with this merchant. Funds from the customer's initial payments towards their **** & Bow order have been processed back to the customer's card on file on 2/17/2025.
  
  For the customers order with ******* Brand placed on 12/28/2024, the merchant, ******* Brand, processed a refund to Afterpay on 2/7/2025. ******* Brands refund was applied towards the customers associated order and the orders installments.
  
  An email has been sent to the customer to provide them with this information and additional details regarding their account.
  
  We appreciate the opportunity to address the customers refund concerns.
  
  Sincerely,
  
  The Afterpay Team