Consumer complaint received 2025-07-31 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Affirm Holdings, Inc
State: PA

Complaint narrative:
While my husband and I were on vacation in Hawaii, we went to breakfast and once we were done we walked back to our hotel and when we walked by the XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX there was a young girl standing outside who struck up a conversation with us and asked if I would like a free eye treatment, so I thought why not and went in she applied a serum that helped with dark circles under the eye and puffiness. I was impressed with the serum so I purchased some of it. She then told me that because of my purchase I would receive a free facial and asked if I could come back that afternoon to receive it. I told her I could and went back that afternoon where they did a red light therapy that helped with my complexion. I again was impressed and they said that I could purchase the red light as well the blue light and could finance it with Affirm and then asked if they could borrow my phone to see if I qualified. I gave them my phone and they proceeded to use the information from my drivers license to apply for the loan. They then came back and told me I was approved and that It would be XXXX amount monthly. They took the items out of the plastic and put them in a bag and sent me on my way. No paperwork, receipts, or anything. After I got back to the hotel, I had a bad case of buyers remorse and decided I would return them the next day but when I went back there was no one in the shop, so I decided I would go back the next day again no one was there. I went back on Thursday ( we were leaving to come back home on Saturday XXXX ) and XXXX XXXX, the XXXX, who gave me the treatment was there and proceeded to tell me that she was dealing with a flood situation and would not allow me entrance to the building and rushed to close the door and said she would call me but never took any phone # or anything so she never called me back. We went back Friday and they were still closed and no one was there. I had to take the items back home with me. When I arrived home I had a box of more facial products waiting for me, so I took that opportunity to put the items they would not take back into the box with the other unopened products and I returned them to the address that they came from. Shortly there after I got an email saying that I owed $ XXXX so I called explained I returned the items and therefore should not owe any monies for products I no longer had. Affirm told me that they can not cancel the loan and that I had to contact the company with which the products came from. So I attempted to call them multiple times and all I get is an answering service who says that they will have someone call me back from the spa but no one ever calls you back. So here I am 4 months later with a loan for products I no longer have that I am responsible to pay for or it will effect my credit it. I have tried multiple times to dispute the loan and Affirm just tells me based on the documentation they received from XXXX XXXX XXXX ( or XXXX XXXX  as they answer the phone with ) I am still responsible for the loan and they have a no refund or return policy which I never received any paperwork for. Also I never signed any documents either so if there is a signature they forged it because I did not sign anything. I don't know how you could be responsible for a loan for products you don't even have nor how can you have a no return policy for items that are XXXX 's of thousands of dollars. I even called them and said if I have to pay for this loan then I wanted the items returned to me and they have yet to do that either.

Company response to consumer: Closed with explanation