ComplaintsforAffirm.com

• Initial Complaint

  10/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a purchase from a website using affirm to pay. The next day I received an email stating the item was not in stock and the order was canceled. Affirm would not acknowledge this and confirmed the loan. I contacted the merchant and they sent me proof that they had refunded my order in full. I forwarded the email to affirm and they refuse to cancel my loan or refund what Ive already paid. Ive contacted multiple times but they just close the case and do not make any adjustments. I reviewed them and they said they are working on it but its been several weeks since I was refunded and all communications I receive from affirm state that the case is closed and they dont care. I want my money back because the loan was not used. I should not be charged any interest for this because its not my fault they wont cancel the order.

  

  Business response

  11/03/2021

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed Ms. ******** complaint, which states her concern regarding her loan for an order that has been canceled by the merchant.
  
  Affirm records indicate that Ms. ******** loan O7CO-9D42 processed on October 7, 2021 for $359.84, for 6 monthly payments of $55.53 and a *****% APR. ****************** paid the required down payment in the amount of $53.98 on October 3, 2021.
  
  ****************** reached out to Affirm on October 6, 2021 stating that the merchant, Target, did not have an item in the order in stock and that the order was canceled and should be refunded. Affirm did not see any refunds issued toward Ms. ******** loan, and informed ****************** that Affirm needs to receive the refund from the merchant first.
  
  ****************** forwarded documentation showing that Target had confirmed a refund was to be issued toward her Virtual Card loan. However, as no refund had shown up on Affirms end yet, ****************** was advised that Affirm cannot issue a refund yet, but if the merchant did not capture all of the funds by the processing cutoff date, the loan will be refunded.
  
  Affirm reached out to Target directly on October 20, ************************************************************************** ******** loan. Target responded on the same day stating that the order was canceled and the loan is due a refund. Due to an error, ********************** case was closed and no action was taken on the loan. Affirm would like to sincerely apologize for any inconvenience this error may have caused.
  
  On October 29, 2021, the loan was refunded in full as the merchant had not captured the funds on the Virtual Card before the processing cutoff date of October 28, 2021. ****************** was refunded for her down payment in the amount of $53.98 and the loan now has a $0.00 remaining balance due.
  
  In the event that ****************** has any further questions or concerns, we encourage them to reach out directly via email.

  Customer response

  11/04/2021

  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.
  On October 3rd I made the purchase with an Affirm loan but it was immediately canceled because of the items not being on stock. Affirm refunded me on October 30th. Even though the refund took almost a month to process, it has been received in full at this time which was my requested outcome. Thank you so much for your assistance with this matter. I appreciate Affirm for doing the right thing in making sure the error was corrected.

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

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  According to 15 USC 1692c (2), I am invoking my specified remedy to have the account balance zeroed out and have all payments remitted to the bank account on file. It is evident that your agency has made a conscious effort of being willfully non-compliant to abide by federal law. Corporate policy does not and will never supersede federal law. The complete disregard of the law and my rights will NOT be tolerated. I will give 15 days from the date of receipt of this letter as a courtesy for officers/employees/agents/CFOS at your agency (Affirm) to review the documents I have provided. It would be in the best interest of Affirms legal department to do their due diligence and to settle this matter privately. Pursuant to Title 15 Chapter 41, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges. If you are not aware, sum means the whole amount.

  

  Business response

  11/04/2021

  Thank you for the opportunity to respond to **************** BBB complaint. Affirm has reviewed ****************** complaint, which states her concern with being incorrectly billed for her Affirm loans.
  
  Affirm records indicate that ****************** loan SCXN-6DHV processed on December 18, 2020 for $2,796.28, for 6 monthly payments of $504.44 and a *****% APR. **************** other Affirm loan E30U-K9CA processed on March 26, 2021 for $3,498.00, for 12 monthly payments of $337.63 and a *****% APR.
  
  Per **************** Truth-in-Lending Disclosure for her loan E30U-K9CA, which is signed during checkout, she agreed to pay a finance charge of $553.58, an amount that was estimated based on the merchant processing her order by March 23, 2021. This finance charge has not changed, and the amount is correct on **************** Affirm account.
  
  Additionally, per **************** Truth-in-Lending Disclosure for her other loan, SCXN-6DHV, she agreed to pay a finance charge of $230.39. When **************** loan SCXN-6DHV processed, this finance charge was adjusted to the amount of $209.49. Please note that in the Truth-in-Lending Disclosure, ************** was informed that this finance charge was an estimate based on the merchant processing her order on November 9, 2020, and that her actual finance charge will not be more than that dollar amount.
  
  ************** has made all of her payments for loan SCXN-6DHV and the loan was settled on May 22, 2021 after making five payments of $504.44 and one payment of $432.69. As for loan E30U-K9CA, ************** is currently overdue for her payment due on October 26, 2021 in the amount of $337.63 and has thus far made six payments of $337.63.
  
  Affirm records show that ************** has not reached out directly since an email correspondence regarding her AutoPay for loan SCXN-6DHV on January 21, 2021.
  
  In the event that ************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else. 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Someone fraudulently took out a loan in my name although my credit is supposed to be on freeze. It has had a negative impact on my credit report. I notified the company six weeks ago. Nothing to date has been done. I am being told they are looking into it. No one is doing anything! And my credit score has dropped as a result. Youre not able to speak to a person who is handling this case. Only the person who answers the phone to verify your account, Which I do not have because it is not my loan.

  

  Business response

  11/05/2021

  Thank you for the opportunity to respond to Ms. *********** BBB complaint. Affirm has reviewed **************************** complaint, which states her concern regarding the Affirm account opened in her name.
  
  Ms. *********** Affirm account was opened on February 1, 2019. There were three active loans on Ms. *********** account: Loan NDXT-115Q, which was processed in the amount of $629.20 with *****% APR; Loan 2LFM-1CSH, which was processed in the amount of $507.00 with *****% APR; and Loan UPBH-GO9Q, which was processed in the amount of $240.00 with ******% APR.
  
  Per Affirm records, ************************ reached out to Affirm on September 27, 2021 stating that she did not recognize the Affirm account or the loans on the account. An Unauthorized Activity case was opened so that Affirm could begin investigating the matter further. ************************ reached out again on October 11, 2021 asking for an update regarding the Unauthorized Activity case.
  
  Affirm completed the investigation into Ms. *********** Unauthorized Activity case on October 25, 2021 and found that ************************ is not responsible for the loans on the Affirm account opened in her name. ************************ received a follow up from Affirm the same day informing her of this resolution and that her credit reporting has been adjusted following the case findings.
  
  In the event that ************************ has any further questions or concerns, we encourage them to reach out directly via email.

  Customer response

  11/06/2021

  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

  10/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Affirm is unwilling to work on me with payment deferrals due to financial hardship on multiple lines of credit, accounts will go into delinquency and business will not work our payment arrangement with me. Loan ID: *********

  

  Business response

  11/04/2021

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states his concern regarding payment deferrals for his loan.
  
  Affirm records indicate that ******************** loan PFW6-WYBH processed on November 4, 2020 for $1,060.92, for 12 monthly payments of $103.42 and a *****% APR. ****************** made two payments toward his loan in 2020 - the first payment was on December 4, 2020 in the amount of $103.42 and the second payment was on December 31, 2020 in the amount of $103.42.
  
  ****************** then had a payment deferral issued toward loan PFW6-WYBH on February 7, 2021. ****************** did not make another payment to his loan until April 4, 2021 in the amount of $103.42. ****************** then had two more payment deferrals on this loan, the first being on May 1, 2021 and the second being issued on June 15, 2021. The last payment ****************** made toward this loan was on August 4, 2021 in the amount of $103.42.
  
  ******************** loan is currently overdue in the amount of $206.84, which is for the payments due on September 4, 2021 and October 4, 2021. ****************** has no previous contact with Affirm, per Affirm records. Affirm asks that ****************** please reach out directly in order to speak with a ******** Care agent regarding payment deferrals and to answer any questions ****************** may have.
  
  In the event that ****************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else. 

  Customer response

  11/05/2021

   
  Complaint: 16039660
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  all Im asking is they lump the total into one reasonable payment, Im having a rough time with being out of work, I have contacted them and requested payment assistance and am given the run around. I will gladly agree to pay off the remaining balance if it can all be lumped into one payment.

  

  Business response

  11/12/2021

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states his concern regarding payment deferrals for his loan.
  
  Affirm's records indicate that ******************** loan PFW6-WYBH processed on November 4, 2020 for $1,060.92, for 12 monthly payments of $103.42 and a *****% APR. ****************** made two payments toward his loan in 2020 - the first payment was on December 4, 2020 in the amount of $103.42 and the second payment was on December 31, 2020 in the amount of $103.42.
  
  ******************** loan is currently overdue in the amount of $310.26, which is for the payments due on September 4, 2021, October 4, 2021, and November 4, 2021. Please note that Affirm does not offer any options for debt settlement/negotiation. In addition, Affirm is unable to negotiate loan terms or restructure debt from the original agreement.
  
  Affirm asks that ****************** please reach out directly in order to speak with a ******** Care agent by calling ***************** days a week from 7 am - 10 pm CT regarding payment deferrals and to answer any questions ****************** may have.
  
  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.

  Customer response

  11/12/2021

   
  Complaint: 16039660
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  i have made multiple attempts and just get out on hold, someone needs to call me at ************ and talk about lumping all my open accounts into one so I can pay it off. I have suffered financial hardship due to covid 19 reducing my work hours and they refuse to defer payment. I have spoken to an attorney and plan to dispute all negative credit hits. They crushed my credit score down to a 539 and dont care about their customers. Definitely not doing business with Affirm ever again. All other financing services(Sezzle,after pay, klarn, quad pay) is willing to work with me, but not affirm. My place employer will no longer use affirm to purchase power tools and equipment as well. Bad business, horrible company. 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 20, 2019, I purchased a peloton via Affirm financing. I paid $4,584.93. On December 19, 2010, I paid $980 of the amount due. On December 25, 2019, I paid $702. On January 17, 2020, I paid $2,902.93. At that point, the loan was paid off in full. I had $0 balance. Because of the Peloton recall, I returned my treadmill on October 2, 2021. Peloton refunded Affirm that day in the amount of $4,353.70. I called on Monday October 4 and was told I would see the refund in three days. I called on Friday October 8, and was told that I would see the refund by Tuesday. On Tuesday October 12, I called and was told that it takes 7 to 10 business days and that I would see the refund by Friday. I called on Friday October 15 and was told that they can't issue a refund and that is has to be returned via check and that a check would be issued Monday October 18. I emailed them today to verify the check was sent and now they claim I'm not due a refund except $231.

  

  Business response

  11/04/2021

  Thank you for the opportunity to respond to ************************** BBB complaint. Affirm has reviewed ************************** complaint, which states her concern regarding the refund for her Peloton loan.
  
  Affirm records indicate that ************************** loan D2G9-RCLU processed on November 20, 2019 for $4,584.93, for 39 monthly payments of $117.56 and a ****% APR. ********************** made three payments on her Peloton loan with Affirm. The first payment was on December 19, 2019 in the amount of $98****, the second payment was on December 25, 2019 in the amount of $702.00, and the third payment was on January 17, 2020 in the amount of $2,902.93. This final payment settled the loan.
  
  On October 2, 2021, Ms. ********** loan was issued a partial refund by the merchant in the amount of $4,353.70. Due to the age of her payments, ********************** was due her refund in the form of a check. ********************** followed up with Affirm on October 5, 2021 to ask for more information regarding her refund. Affirm would like to sincerely apologize as it was not immediately disclosed to ********************** that she was due a refund in the form of a check.
  
  ********************** received a follow up on October 15, 2021 to ask her to confirm her mailing address for the refund check. ********************** did not respond to the message and Affirm followed up with her again on October 19, 2021 to break down the refund amount provided by the merchant, advising that the merchant had not issued a full refund, only a partial refund.
  
  Affirm followed up with ********************** on October 24, 2021 to advise her that she is due a refund check in the amount of $4,353.70 and to expect the check to arrive at the mailing address on Ms. ********** Affirm account within 16 business days.
  
  In the event that ********************** has any further questions or concerns, we encourage them to reach out directly via email.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.1. AFFIRM *** bal. $1,119.00 Acct # AYBW****

  

  Business response

  11/02/2021

  Thank you for the opportunity to respond to ********************** BBB complaint. Affirm has reviewed ********************** complaint, which states his concern with a fraudulent account and loan opened in his name. 
  
  Affirm records indicate that ********************** loan AYBW-JU9C processed on January 31, 2018 for $1,470.59, for 12 monthly payments of $139.77 and a *****% APR. The first payment for Mr. ******** loan was made on March 1, 2018 in the amount of $139.77. The next payment was made on April 2, 2018 in the amount of $139.77. A payment was then attempted on May 4, 2018, but failed. Another payment was successfully made on the same day in the amount of $139.77. Two more failed payments were attempted on June 5, 2018 and September 7, 2018. 
  
  ****************** reached out to Affirm on September 17, 2018 to ask loan specific questions relating to loan AYBW-JU9C. The final payment made toward loan AYBW-JU9C was on September 23, 2018 in the amount of $140.00. When a payment is 120 days overdue, an Affirm loan will be charged off and may be sent to a third-party collections agency. 
  
  No more payments were made toward the loan and on October 30, 2018, the loan was charged off to Affirms third-party collections partner, **********. ****************** may contact ********** directly if he wishes to make a payment toward this loan. They can be reached at **************. 
  
  Please note that, other than the reach out on September 17, 2018, Affirm has not had any direct contact with ****************** regarding this loan. Affirm asks that he please reach out to us directly so that we can properly investigate the matter further. 
  
  In the event that ****************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never had an Affirm account. I am either a victim of ID theft or they are reporting negative items to extort money from someone with otherwise great credit. This negligence, on the part of Affirm, has a financial impact on my ability to refinance my home. I am taking pricing hits as a direct result of their fraudulent information. They make it impossible to call and dispute this directly with them, as I have tried.My expectations are that I be contacted immediately and this fraud corrected.Affirm has a responsibility to report accurate information to the credit reporting agency. Affirm should have safeguards in place to protect against this type of fraud. As it appears that some payments have been made on this account in the past and those payments did not come from an account with my name on it. Also, I have never received the product that was financed through Affirm so the shipping address would not have match my credit report.This needs to be corrected!

  

  Business response

  11/02/2021

  Thank you for the opportunity to respond to ******************** BBB complaint. Affirm has reviewed ******************** complaint, which states his concern with the unauthorized account and loan that was opened in his name. 
  
  Affirm records indicate that ******************** loan R72C-DCV0 processed on November 17, 2020 for $2,669.65, for 12 monthly payments of $222.47 and a ****% APR. The first six monthly payments due for loan R72C-DCV0 were paid on time and in full. The last payment made toward Mr. ******* loan was on May 17, 2021. When a payment is 120 days overdue, an Affirm loan will be charged off and may be sent to a third-party collections agency.
  
  Mr. ******* loan was charged off on October 16, 2021 to Affirms third-party collections partner, **********, as there have been no payments made since May 17, 2021. **************** may contact ********** directly if he wishes to make a payment on the loan. They can be reached at **************. 
  
  Please note that Affirm did not receive any direct contact from **************** prior to the submission of this complaint. Affirm asks that **************** please contact Affirm so that an investigation into the matter may be opened and reviewed.
  
  In the event that **************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else. 

• Initial Complaint

  10/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased pre-ordered items from Big Apple Collect on July 5th, 2021 and paid it off on August 5 - When I ordered I was told I would get them by September 6, then they changed the date to September 27, then October and now November. I asked for refund and merchant states they will refund only 75%. Contacted Affirm on Oct. 2 and they opened a dispute and now sent me a letter it's over 60 days, and they can't accept my dispute. So I received nothing, paid Affirm and they are going to let this merchant keep my money for nothing. Worst of all is the items have been all over the place since September. So Affirm allows merchants to sell items the merchant doesn't send you and then want to keep 25% of your money. Again, I received nothing. I want my money back.

  

  Business response

  11/03/2021

   

  Thank you for the opportunity to respond to ******************' BBB complaint. Affirm has reviewed *****************' complaint, which states her concern with delays in the shipping of her pre-ordered product obtained with an Affirm loan.
  
  

   

   

   

  Affirm's records indicate that loan YH9N-E4Y6 processed on July 6, 2021, in the amount of $75.98 with ********************* The agreed upon repayment terms of the loan were 4 biweekly payments of $19.00 at 0% APR. Prior to fully processing, the loan received a refund of $8.44. This amount was applied to the principal balance of the loan on July 3rd, 2021. ****************** settled the loan in full with her final payment of $29.54 submitted on August 5, 2021.
  
  On October 1, 2021, ****************** contacted the Affirm ************* team to report that the shipping of her pre-ordered items had been delayed and that the merchant would impose a cancellation fee if the order was cancelled. The Affirm ************* team followed up on October 2nd, this communication noted that they could not guarantee a dispute could be opened due to the purchase being outside the 60 day window for dispute. ****************** followed up to this communication on October 3rd, 2021. ****************** did not receive follow up from the Affirm ************* team until October 17th, 2021. Affirm would like to apologize for this delay in responding to ******************. In this response, the Affirm ************* team explained that the purchase was not eligible for dispute as it was made outside the 60 day dispute window.
  
  Please note, Affirm handles the financing portion of the transaction, the merchant handles the fulfillment of the order including all returns, refunds and cancellations. These are always subject to the merchants policies and procedures. Once a merchant processes a refund, Affirm will credit the loan balance for the amount of the refund.
  
  As ****************** has reported not receiving the items from her order Affirm has opened a courtesy dispute on her behalf. In these instances, Affirm attempts to work with both the merchant and customer to come to a satisfactory resolution in conformance with the terms of the merchant's return policy. 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 order issues. The Affirm ************* team emailed ****************** on November 3, 2021, to request additional information for their investigation process. Affirm would like to thank ****************** for her continued patience throughout this process and apologize for any inconvenience or frustration caused. At this time Affirm encourages ****************** to follow up directly to the email sent on November 3rd.
  
  In the event that ****************** has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

  Customer response

  11/03/2021

   
  Complaint: 16033354
  
  I am rejecting this response because: When I went to my email there was only an email from Affirm, saying they were looking into it but I could not respond. Furthermore, I used Affirm and selected a store which they have on their list of stores. This store is taking money and is not sending the items. If you look at this stores reviews, you will see that 100% of all the people who post a review have NOT recevied any items. Had Affirm not had this store as one of their stores, I would have never selected them. I believe that Affirm should not permit this store, Big Apple Collect to do business through Affirm if they are taking the money and sending you nothing. The store takes your order, makes sure that you can't get the order within the 60 days that Affirm gives you to dispute and then the buyer is screwed by Affirm and the store. 

  If Affirm is going to have this store as one of it's stores where you can use Affirm then I believe it is Affirms responsibility to ensure that Affirm customers like myself are not robbed of their money as I have been. I ordered in July, had paid the account by August 5 and today, November 3rd, 89 days after I paid the order and 109 days since I placed the order and I have nothing. I am out $80. I am an Affirm customer who bought from an ********************** approved store. I would have never found this store, had it not been for Affirm - so while Affirm wants to say, we just process the money, the merchant is responsible for the merchandise, that is incorrect - again, I would have never ordered from this company if they did not accept Affirm.

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

  

  Business response

  11/12/2021

  Thank you for the opportunity to respond to ********************** BBB rebuttal. Affirm has reviewed ********************* rebuttal, which states her concern regarding the merchant dispute for her Affirm loan.
  
  Affirm's records indicate that loan YH9N-E4Y6 processed on July 6, 2021, in the amount of $75.98 with ********************* The agreed upon repayment terms of the loan were 4 biweekly payments of $19.00 at 0% APR. Prior to fully processing, the loan received a refund of $8.44. This amount was applied to the principal balance of the loan on July 3rd, 2021. ****************** settled the loan in full with her final payment of $29.54 submitted on August 5, 2021.
  
  Please note, Affirm handles the financing portion of the transaction, the merchant handles the fulfillment of the order including all returns, refunds and cancellations. These are always subject to the merchants policies and procedures. Once a merchant processes a refund, Affirm will credit the loan balance for the amount of the refund.
  
  Affirm has opened a courtesy dispute with the merchant on ********************** behalf as of November 3, 2021. ****************** received a follow up from Affirm requesting additional documentation for the dispute and she has acknowledged receipt of this follow up. Affirm gives merchants and customers 15 days after a dispute is opened to provide any evidence that *** be relevant to the dispute. Affirm asks that ****************** please respond to the email sent to her regarding this dispute with any of the request information within this timeframe.
  
  Additionally, ****************** expressed her dissatisfaction with the merchant, BIG APPLE COLLECT. Affirm has flagged this merchant to the appropriate team for review. Affirm would like to thank ****************** for her feedback. 
  
  In the event that ****************** has any further questions, we encourage her to reach out to Affirm via email.

• Initial Complaint

  10/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered furniture from ************* (Who I also filed a complaint against) On August 4th of 2021. The order number *******. I financed this furniture through affirm Loan ID# **********. The amount $2,503.39. The order date was 10/05/2021-and was never delivered. I contacted AFFIRM to let them know that my furniture was never received on that date. I filed a dispute with them-I sent them evidence throughout 16 days supporting the fact that I never received my furniture. Begged with them to credit my loan because I ordered the furniture so I had furniture for my sons memorial who passed away. I sent them emails every day that showed my furniture had never even showed up at the delivery companies address. Well, today I received an email from AFFIRM stating that they made a decision based on the evidence that I am responsible. I NEVER received my furniture! How can I be held accountable for the payment? Funny that you told me I was responsible the day before my first payment was due!

  

  Business response

  11/02/2021

  Thank you for the opportunity to respond to ****************' BBB complaint. Affirm has reviewed ****************' complaint, which states his concern with delays encountered with the shipping of his order obtained with an Affirm loan.
  
  Affirm's records indicate that **************** submitted loan application ZC65-O9BR with *************** on August 4, 2021. Per Affirm policy, the loan processed on September 17, 2021 for $2,353.40, after the merchant completed processing and shipping the order. The agreed upon repayment terms of the loan are 12 installments of $229.42 at *****% APR with payments due on the seventeenth of each month. Affirm received **************** first payment of $229.42 on October 16, 2021.
  
  On September 30, 2021, **************** contacted Affirm to report they were yet to receive the items ordered. The Affirm ************* team followed up that same day to provide an overview of the dispute process and request evidence from **************** to initiate the dispute. The dispute was officially opened on October 1, 2021.
  
  Please note, Affirm handles the payment portion of the transaction, the merchant handles the fulfillment of the order which includes returns, refunds, and cancellations, these are always subject to the merchants policy. 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 order issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Once a merchant processes a refund, Affirm will credit the loan balance for the amount of the refund.

  On October 16, 2021, the dispute was officially resolved in favor of the merchant. The Affirm ************* team followed up with **************** to explain that despite the delays encountered with the shipping of his order, they had received documentation from the merchant confirming that they are abiding by their policies as they pertain to ****************' order. This communication also encouraged **************** to continue working with the merchant directly as all returns and refunds are subject to the merchants policies. Affirm would like to offer our condolences to **************** along with apologizing for any frustration or inconvienece caused during this difficult time.

  In the event that **************** has any further questions or concerns, we encourage them to reach out directly via email.

   

• Initial Complaint

  10/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 12th of 2021 I placed an order with Manhattan home design my order number for the product is #*****. I purchased the couch using affirm and I payed $1,999 plus shipping. The couch that I purchased was a all genuine Antique Aniline leather Chesterfield Sofa Three Seater. (31H x 85W x 21D). After a long wait I received the couch on October 7, 2021, Tracking #************. The couch I received was a completely different couch. The couch I received is 2 different colors, it is not fully leather, it is a 2 seater, it is a completely different design, and there are scratches and pen writing all over the couch. In the beginning I thought that it was just sent by mistake, but after numerous call and emails I get no response. I strongly believe that I was scammed and MHD tricked me in to paying $1,999 for a damaged and completely different couch. I get no response and no answers, it seems like if the whole company disappeared. Can someone please help me! I dont know what to do!!

  

  Business response

  11/01/2021

  Thank you for the opportunity to respond to ****************** BBB complaint. Affirm has reviewed ****************** complaint, which states his concern with receiving an incorrect and damaged item from his order obtained with an Affirm loan.
  
  Affirm records indicate that loan MMQX-0QLH processed with ********************* on April 13, 2021, in the amount of $3,294.42. The loan required a down payment amount of $890.17 that was successfully submitted by ************** on April 12, 2021. The agreed upon repayment terms of the loan are 12 installments of $234. 42 due on the 13th of each month. The loan is currently in good standing.
  
  Please note, Affirm has not received contact from ************** prior to the submission of this complaint. Affirm is able to assist with a dispute for loan MMQX-0QLH on ****************** behalf. In these instances, Affirm attempts to work with both the merchant and customer to come to a satisfactory resolution in conformance with the terms of the merchant's return policy. 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 order issues. However, Affirm's decisions are ultimately subject to the merchant's policies. Once a merchant processes a refund, Affirm will credit the loan balance for the amount of the refund.
  
  Affirm's policy states that if ************** has been unable to resolve the matter with the merchant we recommend contacting us within 60 days of receiving her loan confirmation so we can investigate and open a dispute on his behalf. Although this loan is outside of our 60 day dispute window, Affirm would like to encourage ************** to contact the Affirm ************* team directly, so they can reach out to the merchant as a courtesy and then follow up with **************.
  
  In the event that ************* has any further questions, we encourage them to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

*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. ↩