Consumer complaint received 2026-06-08 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: NY

Complaint narrative:
I financed a furniture purchase through Affirm and subsequently filed a dispute after receiving merchandise that was defective upon delivery. The defect was reported to the merchant, XXXX XXXX XXXX, within 24 hours of delivery. The merchant initially characterized the issues as cosmetic and attributable to transit ; however, a third-party technician retained by the merchant subsequently determined that the defect was the result of inadequate structural support and could not be repaired. Despite these findings, the merchant refused to provide a refund and instead offered either a credit representing only a small fraction of the purchase price or a replacement from a new manufacturer that would not be available for approximately eight months. Because I believed I had substantial evidence supporting my dispute, I promptly initiated a claim with Affirm and attempted to provide supporting documentation. During the dispute process, I repeatedly encountered technical errors with Affirm 's evidence-upload portal indicating that my files were too large, despite multiple attempts to resize files, change formats, and use different browsers. Because I was unable to successfully upload my evidence through the portal, I contacted Affirm and was instructed to submit my documentation by email instead. I complied with those instructions and provided extensive supporting evidence, including photographs, correspondence with the merchant, documentation of the technician 's findings, and a detailed written summary of the events. The merchant 's own technician concluded that the defect was the result of a manufacturing issue and could not be repaired, yet I have never received a clear explanation as to why this evidence was insufficient to support my dispute. Despite providing substantial documentation, the dispute was resolved in favor of the merchant. I have previously used Affirm on two occasions and paid both loans in full without incident. Prior to this matter, I had never experienced a dispute or issue with an Affirm-financed purchase. My history reflects that I am a responsible customer who takes financial obligations seriously and would not have initiated a dispute without substantial supporting evidence and a genuine belief that the merchandise was defective. My concern is not only the outcome, but also the dispute process itself. I made every reasonable effort to provide evidence supporting my claim, followed the instructions provided by Affirm, and complied with all requests for documentation. Yet I have no clear understanding of how the evidence was evaluated or how the dispute determination was reached. In addition, I received communications indicating that payments were paused while the dispute was under review. I relied on those representations in good faith. I am now concerned about potential payment obligations, fees, interest, delinquency status, or negative credit reporting related to the period during which the dispute was pending.

Company response to consumer: Closed with explanation