Complaints
Last updated: Oct 9, 2026
If something has gone wrong, we want to know so we can put it right. Your feedback also helps us improve.
How to complain
- Use our contact form and choose "Make a complaint"; or
- write to us at .
Please include:
- your name and the email address on your account;
- your order number, if your complaint is about an order;
- what went wrong and when; and
- what you'd like us to do to put it right.
What happens next
- Within 2 business days: we'll acknowledge your complaint.
- Within 14 days: we aim to look into your complaint and resolve it. If it's going to take longer, we'll tell you why and keep you updated.
- If you're not happy with our response: reply and ask for your complaint to be escalated. A manager will review it and give you our final response.
Complaints about weekly payments or loan offers
- Weekly payment plans: tell us about any problem with your weekly payment plan. If it's something our payments partner needs to deal with, we'll tell you and help you reach them.
- Loan offers: PAPA YES isn't a lender. If your complaint is about a loan or a lender, please contact the lender directly. If it's about how our website handled your application, tell us.
Other places you can go
You can contact a consumer protection agency at any time, including while we're looking into your complaint.
- Florida: Florida Attorney General or the Florida Department of Agriculture and Consumer Services
- Texas: Texas Attorney General, Consumer Protection Division
- California: California Attorney General or the California Department of Consumer Affairs
- Privacy complaints in California: California Privacy Protection Agency
- Anywhere in the US: the Federal Trade Commission, or for problems with consumer credit or payment products, the Consumer Financial Protection Bureau
Making a complaint doesn't affect your legal rights.