Consumer complaint received 2025-01-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Affirm Holdings, Inc
State: LA

Complaint narrative:
I was seeking to purchase a plastic XXXX XXXX from XXXX XXXX. I measured my dog  and made the purchase online for a XXXX XXXX XXXX XXXX. I made the purchase through a company they do business with Affirm. XXXX XXXX  called me to confirm the order and at the time of the call the representative at XXXX XXXX told me that my dog was in between sizes so I needed to order the XXXX XXXX XXXXXXXX. When the XXXX  arrived it was large enough for a human and not feasible to bury in a small size backyard. The casket was far too large for my small XXXX dog. I had to return the XXXX. I was advised by XXXX that I had to order the smaller size before they would send me a return label to send the other XXXX  back. I did that and they charged me a {$180.00} fee on a {$390.00} purchase indicating that it was a 30 % restock fee. When I received the second XXXX  it was not the right color. I ordered pink and I received an almond XXXX and the XXXX  sides were not secure allowing bugs to get all over the dog prior to burial. When I called to complain about the XXXX being the wrong size and being poor quality, I was advised that the company sometimes makes mistakes but that if I needed to return the casket it would be another 30 % restock fee. 

This was approximately ten days after the dog passed away, so I had to bury the animal. Then instead of receiving one bill from Affirm I was then sent two bills for the same amount every month totaling over XXXX dollars far more than the {$32.00} I agreed to pay. The company advised that XXXX did not refund the entire first invoice so they were not able to combine the bills into one I would have to make two payments.

I did not agree to make two separate account payments for XXXX XXXX. The owner of XXXX XXXX is not willing to take responsibility for the errors that his staff caused through their recommendations. They also have no interest in making sure that the consumer actually gets what they ordered no what they accidentally sent. I have never had an experience where a simple {$300.00} plastic box ends up being a purchase of over {$600.00} dollars. It seems like these two companies are working together to misdirect consumers because they can not see the actual purchase prior to making it and then refusing to assist with resolution of problems. 

I quite simply asked this company to combine the actual cost of the XXXX  and whatever restock fees this company placed on the account, and they refuse to do this charging additional interest for two separate accounts. The company also indicated at the time of purchase that there was no interest and XXXX XXXX is indicating that they did not bill the amount Affirm is charging they added interest. I have not been able to get an invoice from either company showing what the actual charges are for. They are billing for the initial XXXX  that was returned and showing only a partial refund. The entire first invoice should be refunded and the restock fee should be billed as that not as the initial XXXX  which was returned to XXXX.

Company response to consumer: Closed with explanation