Reviews

Review Details

• Review fromTia H

  Date: 05/18/2022

  1 star

  Tia H

  Date: 05/18/2022

  I ordered an item through wayfair and used them. The item took to long to be delivered and I canceled the item. ***** told me they sent the item back, and I never got it. I contacted afterpay and explained. They had already taken *************************************************** less than 10 days before starting payments again. I contacted wayfair they assured me it was in the warehouse they just needed two days to confirm since the order was canceled in time. AFTER pay said they have noting to do with if an item was not shipped and refused to hold back from charging me. I provided tracking numbers to show I did not get it and they still said I had to pay even if I did not get the item. How can they charge you for an item you did not get when wayfair said the item was still in their warehouse. They will not let you speak to anyone, and will not help. Fed ex was more helpful than them. They want me to pay for the item in full, and trust they will refund me later. How can they be in business when they charge you for items not received and tell you it is not their problem. I want my refund from them now.
  

  Afterpay, Inc.

  Date: 06/02/2022

  Thank you for getting in touch regarding your Wayfair order discrepancy. Our customer experience team has reached out to you to help address your concerns.?Afterpay is a budgeting service that is used to divide approved orders into four installments. The agreement between Afterpay and our customer (according to our Installment Agreement) is that we will pay for the cost of your approved order, and in turn, you pay us back over four installments. The only way for a refund to be issued back to your Afterpay account is if the merchant initiates it on their end.Until then, your Afterpay Installment plan remains in place, as we are not able to adjust your payment schedule on the basis of an expected refund. However, if you're expecting a refund and have an upcoming payment, this article shows how to change your payment schedule https://help.afterpay.com/hc/en-us/articles/900005454683-Self-Serve-Notify-of-Return-Push-Back This will help provide you and the merchant with more time to resolve the return/refund. Once the return is processed by the merchant and the refund is communicated by the merchant to Afterpay- it automatically drops through to us and your Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward.?We regret any inconvenience this may have caused and welcome you to reply if you have any questions or concerns.?Sincerely,Afterpay Team

• Review fromChiquita P

  Date: 05/15/2022

  2 stars

  Chiquita P

  Date: 05/15/2022

  I have never had a problem with afterpay until today. I have made several purchases with them and paid then all off with no problem. It says I have 600 to use. I tries to make a 300 dollar purchase and all of a sudden they can't approve my purchase. Like wtf. Is this how you treat customers who ha e good payment history. I'm about to cancel my account and go with someone else. Truly disappointed
  

  Afterpay, Inc.

  Date: 06/02/2022

  Thank you for getting in touch with us regarding your recent experience with Afterpay.It is important to note that Afterpay does not approve 100% of orders. We are a budgeting service, committed to promoting responsible spending. Our system was carefully and strategically structured to help fulfill this goal, along with mitigating issues in an attempt to protect our customers. We completely rely on our system to determine order approvals.while we do not have the ability to manually approve orders or override our system engine, our system does make a fresh assessment each time that you attempt an order with us.?Additional information on Afterpays commitment to responsible spending can be found through this link - https://www.afterpay.com/responsible-spending.We appreciate your understanding and thank you for your support.Sincerely,Afterpay Team

• Review fromErika R

  Date: 05/14/2022

  1 star

  Erika R

  Date: 05/14/2022

  Horrible every time to try to move a payment they freeze my account recently I had them remove the freeze ordered items maid to payments didn't try to move payments until yesterday and they won't let me move payments till my next payday and they keep freezing my account
  

  Afterpay, Inc.

  Date: 06/02/2022

  Thank you for getting in touch with us regarding your recent experience with Afterpay. Our customer support team has been in contact with you to help address your concerns.Afterpay is committed to promoting responsible spending and financial wellness. Our services have protocols and limitations in place to help create a safe and positive experience for customers. As such, there may be restrictions to prevent customers from experiencing difficulties from financial strain and hardships.?Understanding circumstances can change and that customers may need additional support with their payment arrangements, Afterpay provides customers with the ability to push out their payments on their own for added flexibility or flexible payment options if they are having difficulties making payments on their due dates.Additional information is available through these links https://help.afterpay.com/hc/en-us/articles/360044314071-Can-I-change-the-date-a-payment-is-due-https://help.afterpay.com/hc/en-us/articles/************-Difficulty-paying-on-time-or-facing-financial-hardship-Following a routine review of our database, we spotted that you have opened multiple accounts with us. Per our Terms of Service, customers are only always allowed one account.Our customer support team reached out to you to further clarify the steps you will need to take to access your account once more. We invite you to reply if you have any questions or concerns.Sincerely,Afterpay Team

• Review fromMarcie M

  Date: 05/13/2022

  1 star

  Marcie M

  Date: 05/13/2022

  Horrible company. No one can help with any problems. There literally is no customer service. No way to email or call. Do not use after pay!
  

  Afterpay, Inc.

  Date: 06/02/2022

  We appreciate your feedback and regret to hear that youve had a poor experience with our service. Our customer support team has been in contact with you to ensure your concerns are properly addressed.Afterpay has a help center available to ensure our customers get the support they need. Here, you can find articles that provide customers with the various ways they can reach us if they need support - https://help.afterpay.com/hc/en-us/articles/360000739343-Can-I-send-you-guys-a-message-This and other helpful resources can be found by visiting https://help.afterpay.com/hc/en-us.We invite you to reply if you have any questions or concerns.Sincerely,Afterpay Team

• Review fromCarol B

  Date: 05/11/2022

  1 star

  Carol B

  Date: 05/11/2022

  Afterpay will not return my money to my credit card on file. I have the email stating from them they need my bank information to refund my money or I wont get my refund. A different customer service agent sent an email stating they have not refunded my money because the item was charged back to my credit card. It was charged back because the store didn't refund my money to them so they told my credit card it was a legit sale and closed the dispute.They did nothing to get my refund for me so I called the store and got my refund which went to afterpay. Now the customer service agent is saying my refund went to my charge back so I am not due a refund. I would give them a zero rating.
  

  Afterpay, Inc.

  Date: 06/02/2022

  Thank you for contacting us regarding your refund discrepancy with your Ulta order. Our customer experience team has contacted you to ensure your concerns are properly resolved. Our system is structured to automatically transact activity based on the Afterpay Installment Agreement. According to the agreement, we will pay merchants up front for the cost of approved orders, and customers will pay us back on the due dates outlined in the payment schedule. Since we pay for your order in full at the time of approving it, the merchant is responsible for issuing a refund back to Afterpay when warranted. If any Afterpay order goes unpaid as outlined in the payment schedule (either by chargeback or delinquent payments), the account will become restricted, preventing the ability to make new purchases until the outstanding payments are resolved. In this case, when you filed a disputes claim with your bank, your bank filed a chargeback against Afterpay. When this happened, the installments that you paid were reversed. As a result, this automatically prompted an account restriction since these funds are outstanding with Afterpay. You may resolve the account restriction by reversing the chargeback with your bank by canceling the dispute's claim. Canceling your disputed claim is the fastest way to resolve it. Our customer support team has reached out to you to assist with your concerns and provide you with the necessary steps to expedite the reinstatement review of your Afterpay account. We invite you to reply when you have a moment. Sincerely, Afterpay Team

• Review fromJones J

  Date: 05/09/2022

  1 star

  Jones J

  Date: 05/09/2022

  Beware that if you reside in the ** and want to buy something from a foreign website where the foreign company is selling the goods in USD you will not be able to use AfterPay. I discovered this after repeatedly trying to purchased an item from a ******** website using AfterPay. The transaction would go to AfterPay and then back to the store but never complete. I finally noticed that AfterPay was applying a currency exchange discount to the transaction as if the purchase was being made in ******** dollars rather and USD so of course when the transaction got back to the store the purchase amount was not correct and the store would not accept it. I tried over a period of 6 days to get the AfterPay customer service reps to even understand what was happening but they were unable to grasp the point. I notified the merchant who was going to attempt to resolve it as well. Bottom line, I could not use AfterPay for the transaction and used an alternate method. AfterPay needs to fix the assumptions they have in the coding for international transactions - trying to convert USD to USD is just plain stupid.
  

  Afterpay, Inc.

  Date: 05/11/2022

  We appreciate your feedback and regret the difficulty you are experiencing with your Afterpay account and our service.?Upon reviewing your account, we can see you are a ** consumer who was attempting to make a purchase with a ******** merchant. Please note, that Afterpay is primarily available for shopping in the country of residence. However, for online shopping, you can shop from some specific stores in **, ******, ***, and CA. We are continually refreshing our list of participating stores. Merchants available in your region and who may be offering cross-border shopping can be found through this link - ?https://www.afterpay.com/en-CA/categories ?Afterpay has a dedicated support team to help answer any questions or concerns our consumers may have regarding their Afterpay account or our service. For additional information about our Cross Border functionality, please refer to the link here - https://help.afterpay.com/hc/en-us/articles/360026033891-What-is-Cross-Border-Trade-We regret any confusion and hope the information provides clarification on the Afterpay service.Sincerely,Afterpay Team

• Review fromEmily P

  Date: 05/08/2022

  1 star

  Emily P

  Date: 05/08/2022

  It should be illegal to have such terrible customer service and s***** macro responses. They refuse to help me do the simplest task.
  

  Afterpay, Inc.

  Date: 05/11/2022

  Thank you for getting in touch and providing your feedback regarding your recent experience with our service. Our customer support team has been in contact with you to help address your concerns.?You may request to close your Afterpay account at any time by contacting us at ****************************** If you owe any payments to Afterpay, Afterpay will not close your Account until that payment has been made, but we may limit your ability to make additional transactions using your account. This is to ensure your account can be closed once all payments have been made.As a reminder, consumers are only permitted one active account within the Afterpay system at all times. By using the services, consumers must adhere to Afterpay's terms-of-service, agreeing they will not and will not assist or enable others to use an Afterpay account that belongs to another person for themselves or on behalf of another person.Our customer support team has provided you with additional information regarding your account closure request and the steps you needed to complete your request.We appreciate your understanding and invite you to reply if you have any questions or concerns.Sincerely,Afterpay Team