Find a reputable business?

Complaints and Resolutions

Afterpay US, Inc. complaints

Read Complaints File Complaint View Full Report

600 California Street, Suite 15-001
San Francisco, CA 94108 | Get Directions

(855) 289-6014

http://www.afterpay.com

File a complaint in less than 5 minutes!

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

File Complaint

Total Amount in Dispute:
$5,875.00

Total Amount Settled:
$1,419.00

Complaint Experience

98%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

40 complaints against Afterpay US, Inc. closed in last 3 years.

Complaints	Type of response
9	Making a full refund, as the consumer requested
0	Making a partial refund
22	Agreed to make an adjustment
0	Refusing to make an adjustment
9	Refuse to adjust, relying on terms of agreement
0	Unanswered

40 complaints against Afterpay US, Inc.

Sort by

4/15/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $20.00 Amount Settled: $0.00

Customer Complaint

4/4/2024

I have been trying to get in touch with this company to get a refund on overpayment for merchandise. They are only reachable on social media and they don't respond in a timely manner if at all. Resolution Sought Respond to my concerns and refund the overpayment

Company Response

4/8/2024

Thank you for contacting Afterpay regarding Mr. Matthews' concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to Phyllis on 04/08/2024 using the email address in their complaint to assist with their request. We ask that they reply so our team can further assist with their concern. Afterpay customer support is available 7 days a week. Customers can submit a support ticket through our Help Center at https://help.afterpay.com. Afterpay will continue to work with Phyllis until their issue is resolved. Sincerely, The Afterpay Team

Customer Rebuttal

4/9/2024

I submitted several emails through the afterpay website, no response was received. I also reached out through the facebook messenger app. A customer service rep did contact me. However after two hours of unsuccessful verfications the rep attempted to escalate to a senior rep, this never happened and I have not heard from this company since

Company Final Response

4/10/2024

Thank you for raising Phyllis’ remaining concerns to Afterpay. Our teams are working diligently to address customer inquiries in a timely manner. At this time, we can confirm that we have attempted to reach out to Phyllis using the email address provided in their complaint, matthepa@gmail.com, on 04/08/2024 and 04/10/2024. We ask that they please respond to our team with the order number and additional details on their concerns. If they are unable to locate our emails to them, they are welcome to submit a new support ticket through our Help Center at https://help.afterpay.com or send a message to us through their Afterpay App. Sincerely, The Afterpay Team

4/14/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $60.00 Amount Settled: $60.00

Customer Complaint

3/27/2024

I received an email from them telling ME MY BALANCE IS 0 AND PAYMENTS WOULD BE REFUNDED INSTEAD THEY CHARGED ME! Resolution Sought Fix it.

Company Response

4/1/2024

Thank you for getting in touch with Afterpay regarding Deidre's refund concern with their Jerome Alexander Cosmetics purchase. Our customer experience team has reached out to Deidre to address their concerns. Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, Afterpay will pay merchants for the cost of approved orders upfront and in turn, the customer pays Afterpay back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). Until the merchant issues a refund to the Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule. In reviewing Deidre's account, Afterpay can confirm that the refund has been processed to their order. On 3/20/2024, a refund for $30.52 was issued to the card on file. The funds will clear in 5-7 business days depending on their financial institution. Afterpay appreciates their patience while waiting for the merchant to process the refund. Sincerely, The Afterpay Team

Load More Complaints

First Name:

Last Name:

Email Address:

Password:

Are you: Male Female

Profile