Consumer complaint received 2021-05-15
Company: Affirm Holdings, Inc
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
Dear Sir or Madam, I purchased a King bed from XXXX in XX/XX/2021. The King mattress, the All-In-One Foundation specifically designed for this mattress and free pillows were delivered on XX/XX/2021. 

I was given a 101 day free trial. I returned the order after 33 days since the bed was stiff. XXXX, a vendor that works for XXXX that picks up returned products, picked up the King mattress and All-in-One Foundation on XX/XX/2021. 

XXXX states in various emails that product returns are processed within 30 days. I have not been issued a credit for this return 2.5 months later. Moreover, the tentative amount of the refund is not correct. 

This is a simple issue. I purchased a King bed. A bed includes a mattress and a foundation and XXXX  via their vendor picked-up the King mattress and the foundation on XX/XX/XXXX. I should receive a credit or refund for the original amount paid for the mattress and foundation of {$1800.00}. 

XXXX has calculated a tentative credit but has not processed the credit. The tentative credit is for {$1500.00}. The tentative credit is incorrect for three reasons : - It excludes sales taxes of {$120.00}. I should receive a full credit for all sales taxes on returned products. 
- They did not issue a credit for the All-In-One Foundation of {$340.00} less the promotional discount of {$110.00} or {$240.00}. They claim that they disclose on their website that they do not offer a credit for returned foundations. I spoke to a representative from the Consumer Finance Protection Bureau about this issue to get his thoughts before filing this complaint. My thinking was that I purchased an expensive bed and if it comes with an All-in-One foundation specifically designed for their mattress, then it is reasonable to assume that the foundation is part of the bed. The representative from the CFPB agreed with me and recommended that I also file a complaint with the Federal Trade Commission. In addition, XXXX picked up both the mattress and the foundation. If their vendor picked up a product I had purchased they should provide me with a credit for a product that I do not own. Alternatively, XXXX should instruct XXXX, their vendor, not to pick-up foundations. 
- They attempt to charge me {$90.00} for " Free '' pillows even though I did not order them. They miscalculated the amount, but XXXX should not be charging me for " Free '' pillows simply because a customer returns a bed. Notice how they refer to " Free '' pillows twice in their order confirmation e-mail. 

In the meantime, over the last three months Affirm, the financial institution that finances XXXX sales, has been sending me past due notices. I purchased a product and I returned it. I should receive a full credit for the return. Before I returned the product I made two {$77.00} payments to Affirm. I should receive a refund of {$150.00} from Affirm since I returned the product. I have spoken to a half dozen individuals from Affirm, including supervisors over the last three months. They refuse to address the issue. 

Please see email from XXXX, XXXX Finance Manager, on her calculation of the tentative credit that has the issues described above. After the number 4, the Finance Manager states that the timing of the refunds depends on the financial institution leading me to think that Affirm has not processed this credit promptly. 

Please also email of order confirmation email received from XXXX on XX/XX/XXXX : To summarize, the amount of the credit for the return of the mattress and foundation should be {$1800.00} and the refund amount should be processed immediately since we are way past the 30 days maximum it takes to process a return. Affirm needs to refund {$150.00} to me as soon as possible. 

Please call me at XXXX XXXX XXXX if you have any questions or need further clarification. 

XXXX XXXX Finance Manager e-mail : Good Afternoon XXXX, Thank you for your prompt response. 

I also see that you are keeping your 2 XXXX for a special rate of {$85.00}. Terrific. We hope you are enjoying them. We will simply deduct that from your refund amount. 

Please allow up to 30 business days maximum for your refund, in the amount of {$1500.00} to fully process back to your account. You will receive an email confirmation once it's been completed. 

1. The XXXX Luxe Mattress - King- {$2200.00} 2. Promotional Discount- $ XXXX XXXX. Ghost Pillows - {$90.00} 4. Total Refund Amount - {$1500.00} * We issue our refunds within 30 business days or less depends on the financial institution ( which excludes weekend/non-business days ) from the time the Returns Department. 

As per our terms, promotional discounts originally received at the time of purchase are always applied towards the mattress, including the 25-50 % off adjustable base discount, and are reflected as such in the refund amount. 
Terms link : XXXX : XXXX Order confirmation email from XXXX : From : XXXX  XXXX Sent : Wednesday, XX/XX/2021 XXXX XXXX  To : XXXX XXXX Subject : Order # XXXX confirmed XXXX XXXX # XXXX Thank you for your purchase! 

Hi XXXX, we're getting your order ready to be shipped. We will notify you when it has been sent. 

View your order or Visit our store Order summary GhostPillow - Shredded ( 2-Pack ) 1 FREEPILLOWS ( - {$170.00} ) {$170.00} Free XXXX All-in-One Foundation 1 King  XXXX ( - {$110.00} ) {$340.00} {$230.00} XXXX  XXXX  XXXX XXXX  XXXX ( - {$740.00} ) {$2200.00} {$1500.00} Subtotal {$1700.00} Shipping {$0.00} Taxes {$120.00} Total {$1800.00} USD You saved {$1000.00}

Company response to consumer: Closed with explanation