Consumer complaint received 2023-05-10
Company: Affirm Holdings, Inc
State: WA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
I purchased a watch from XXXX jewelry on XX/XX/XXXX. My loan was approved through Affirm on XX/XX/XXXX. XXXX confirm and shipped on XX/XX/XXXX with a tracking number # XXXX. On XX/XX/XXXX is was supposed to be delivered but never arrived and was supposed to be signed for. I reached out to XXXX and followed their instructions which resulted in them filing an insurance claim after I made a Police Report. The owner emailed me that the claim was approved and he would send a replacement or refund when the check arrived. The replacement was shipped XX/XX/XXXX tracking # XXXX XXXX XXXX. I received the watch XX/XX/XXXX which I signed for. I could not get the watch appraised in 3 days time per their return policy, as it is a XXXX week process. I explained to XXXX they then sent a return slip, I printed and sent the watch back XX/XX/XXXX tracking # XXXX. XXXX received the watch XX/XX/XXXX. XXXX refuses to send me a refund and Affirm will not send a refund based off me receiving the replacement watch that was returned. Stating that because the first watch was lost I can not get a refund for the replacement watch that was confirmed returned. I have submitted all correspondence between XXXX and myself. I have provided all documents proving I am in the right for my refund for what I have paid on the watch. XXXX jewelry is non responsive to any communication from me which makes it even more serious that I am being scammed out of thousands of dollars. I contacted XXXX jewelry when the item stated that it was delivered and I had not received it nor was in delivered to my apartment building. XXXX jewelry never offered a refund or replacement watch until their insurance claim was approved. Please see email from XXXX about insurance claim approval. Once the were issued a check for the lost watch they offered a refund or replacement in which I opted for the replacement. Upon receiving the replacement I took it to XXXX XXXX to get authenticated since I was spending XXXX on a used item. The certification papers looked sketchy as the ink was fading and in need of a new cartridge. I was told by XXXX XXXX and multiple jewelry companies that authentication and appraisal would take XXXX weeks as the watch would need to be taken apart. XXXX stated that their policy is 3 days to return and I could not get an extension. I never requested a time frame so I don't understand why they stated that I requested 30 days. ( All communication between XXXX and myself is uploaded. ) XXXX then sent a return slip and I put the watch in the mail the next day. XXXX is now profiling me in their response stating that this is fraud and I am trying to get a free watch when I just want what I paid for and now a refund as they have received their produce back. I have to right to get anything I purchase appraised. I have never made a police report prior to this so where is the pattern coming from? I work hard from everything I have and pay for what I want. I am appalled that a corporation would attack a customer in this nature. This is absurd. XXXX is making a lot of accusatory statements in their response with no proof of anything. I have yet to see any proof about their insurance " denial '' since that is why they are using that a reason to not send my refund now, I have not seen proof of communication between XXXX and XXXX about the signature. I signed for the only watch that was delivered, the replacement watch. XXXX is using the signature for the replacement watch to claim I signed for the first XXXX. I have yet to see any communication with XXXX and the detective either. I'd like to see proof of all that they are stating as I have submitted all evidence that they in fact not being honest about it.

Company response to consumer: Closed with explanation