I am filing this formal complaint against Affirm Holdings, Inc. and Grailed LLC for their failure to provide adequate consumer protection, negligent customer service practices, and refusal to resolve a legitimate dispute involving a $700 purchase that was not received due to shipping carrier error.CASE DETAILS:* Affirm Loan ID: NT6K-ZJ77* Grailed Listing ID: 82498543* Purchase Amount: $700 (expensive designer jacket)* Date of Purchase: 08.11.2025* Shipping Carrier: UPS SUMMARY OF EVENTS: 1. Grailed’s Failure to Provide Merchant Support: I purchased a $700 designer jacket through Grailed. The item was shipped via UPS, but UPS misreported the delivery status. Despite providing clear evidence-UPS submitted a blurry image of someone's legs as "proof of delivery" that did not match my address-Grailed customer service refused to open a tracer with UPS or provide any meaningful assistance.2. Affirm’s Systematic Failure in Dispute Resolution: Over 6 weeks, Affirm repeatedly reopened and closed the same dispute three times-each with copy-paste responses claiming "tracking number proves delivery." Customer service, including a supervisor named Brandon, ignored the photographic evidence of delivery fraud and failed to follow standard dispute investigation procedures. Despite a perfect record with 70 past successful purchases, Affirm refused to escalate my case or take my evidence seriously.CONSUMER HARM:* Loss of $700 for merchandise never received* Hours spent dealing with unhelpful customer service* Emotional distress from being dismissed despite clear evidence* Damage to my credit relationship due to Affirm’s mishandlingVIOLATIONS OF CONSUMER PROTECTION LAWS:Affirm:* Failure to conduct reasonable dispute investigations per Buy Now Pay Later regulations* Deceptive messaging and disregard for submitted evidence* Violation of Fair Credit Reporting Act dispute resolution requirementsGrailed:* Refusal to assist with legitimate shipping disputes* Abdication of merchant responsibility for facilitating shipment and resolutionWARNING TO OTHER CONSUMERS: Both Affirm and Grailed offer no meaningful protection or customer service. Their processes favor merchants over buyers, and public marketing claims about consumer support are misleading.
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