Complaints

This profile includes complaints for Klarna Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Klarna Inc.

  800 N High St Ste 400 Columbus, OH 43215-1430

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here we are again ... trying to figure out what's going on with my refund. I'm going to explain this as simple as I can. Purchased a pair of **** Shox sneakers from **** on June 27th, 2025 for a total of $74.89. The Klarna reference number for that purchase is L31578DR. I returned returned the shoes the very next day on June 28th, 2025 and I reported the return in the Klarna app. On June 30th, Klarna sent me an email that showed the return received but the refund was sent back to A TOTALLY DIFFERENT **** ORDER FROM APRIL. My refund was sent back to Klarna order L471V0RW. And from looking at that order, I had already been refunded from something else back in May 1st for *****. But ... I'm still waiting for a my $74.89 refund. The email that Klarna sent me on June 30th said I received a refund within 7 days. It's been almost TWO WEEKS and I haven't received anything. Please look at the attachments that I'm sending with this complaint. It shows EVERYTHING. I'm also attaching the receipts. Where is my refund?

  Business Response

  Date: 07/17/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (********).
  
  We have refunded your payment of $19.72 to its original form of payment. Please allow 1-7 business days to see this reflected. The order is now settled and no further payment is required. Have a great day.

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed and order with a company.I received thr wrong item.Contacted the company got sent a shipping label. Packaged up the wrong item. Sent it back Then I get an email from them saying they will not refund for me my order to contact the financial institution( Klarna)I contact Klarna to dispute the transaction. I send them screenshots of everything And a couple hours later they said it was denied cause I didnt provide proof and that I returned it to the store when I never once said that and even provided all the shipping information and have sent all the screenshots of proof in the email Multiple times.I returned the item via *** and it was delivered back to company and signed for by their receiver. Your employee ******* from the Dispute team did not even acknowledge anything anything and just straight up ignored everything and lied to not do his job properly. *** 1Z0V069A9034444478

  Business Response

  Date: 07/15/2025

  Hello *******,
  
  Klarna is in receipt of your complaint 23584519 . We appreciate your inquiry regarding the order with Lego (GL813R5X).
  
  
  Your return dispute was initially ruled in favor of the merchant. However, on June 14th, 2025 the case was reviewed again and the specialist team reversed that decision and wrote off the order. The next time you open the Klarna app, that orders should show as completed with $0.00 left to pay. So we will not attempt to collect anymore payment on this order.

• Initial Complaint

  Date:07/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked multiple times to close my account but due to their policy that once a dispute has been created, they cannot close or prevent my account from further purchases. Another purchase was done without my consent on July 10, 2025. I need my Klarna account closed permanently.

  Business Response

  Date: 07/15/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna account. 

  We have reviewed your concern and we are able to verify the account using ********************** is no longer active. As the account is closed, we have limited ability to review anything pertaining it. There are no active orders on that account or it would have not been deleted. Thank you and have a great day.

  
  

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* De La ****

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I RETURNED AN **** TO ********* AND THEY CONFIRMED THEY GOT MY RETURNED **** AND REFUMDED BUT I WENT THROUGH KLARNA FINANCING TO PURCHASE THE **** KLARNA NOW TELLING ME THEY DONT HAVE CONFIRMATION OF RETURN AND I HAVE NO REFUND FROM THEM WHICH MEANS IT SHOWS I AM OWING ON THE **** STILL

  Business Response

  Date: 07/15/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Lagos (0R1S59DV).
  
  We have reviewed your concern and the merchant has processed a full refund as of July 10. The order is no longer active or requiring payment. Thank you and have a great day.

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with the merchant Velurra on April 21, 2025 consisting of two pairs of Pool Pillow Comfort Slides, one black and one brown that I used klarna to pay for which were $49.95 a piece totaling $64.80. I received 3 emails from the merchant Velurra back to back confirming my order and also stating that my items were on the way with tracking information which showed not actual information but only a link to track the package which I thought was weird. I know that they were coming from over seas and thought maybe they do their tracking differently and I know they could take a while to receive.

  At the end of May when I didnt receive my items and I had made my first payment I emailed the merchant at ******************* (the email that is give to contact merchant on website) trying to inquire about the whereabouts of my items. I got no response so I tried to contact klarna which all they had me do was fill out a form for cancelled or missing items on the order which the order was never cancelled. They asked for screenshots of the order, the email cancellation (which it was never cancelled) and proof that I reached out to the merchant which I did and let them know it not about a cancellation I never received my items. They said that they would pause my payments for 21 days to see it I could get a reply form the merchant to resolve the issues which I never received an email back from the merchant.

  June 16 I was sent an email to inform me that my payments would resume even though I still hadnt received my items. I called the *** *** and spoke with a representative and informed him of my issues which he escalated it and made it clear that it was a problem with the merchant, and at this time I had emailed the merchant a second time and still didnt get a response. The representative informed me that they would pause the payment again so that they may reach out to the merchant to resolve the issue. Full explanation in attachment!

  Customer Answer

  Date: 07/11/2025

  From: '******* *********' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Fri, Jul 11, 2025 at 2:11 PM
  Subject: Reference Number 23581602
  To: ******************************************************** <********************************************************>
  
  
  
  
  Hello, 
  
  
  my name is ******* ********* and I just submitted a complaint about Klarna INC. As stated in the complaint there are basically giving me the run around about a merchant that they work with. Addition to me providing all the information that they asked for multiple times. July 10th I spoke with a representative that I explain that the email that i was given to send the require evidence to wasnt working and then the representative (who was very rude by the way) said that they did receive the message I sent voicing my frustration about the email not working and suggested that the email file was maybe too big so that could be an issue as to why the email wasnt going through. So I sent eveything separately to the email that was given and didnt receive an email stating that any of the emails failed to send so today at 1:50 pm I receive an another email with a new representatives name stating that I need to send the evidence required or they will unpause the loan again. It seems to me that there no one in that call center all the way over in ***** (because thats where they have chosen to out source their call center work instead of in *****************) that can handle this and or they do not care and dont want to resolve the issue. Ive included screenshots of my emails yesterday where I emailed them twice and the second time I emailed everything separately. Also the new email I received today. Thank you, and if there is anything you need from me please let me know.
  
  
  Get Outlook for iOS

  Business Response

  Date: 07/15/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Venurra (FWLQZJ5X).
  
  We have reviewed your concern and at this time your order has been fully refunded. Your payment of $22.54 has been refunded. Please allow 1-7 days for this to reflect on your end. We hope this addresses your concerns in full. Thank you and have a great day.

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently was a victim of fraud on my bank account which resulted in me getting a new bank account number as well as a new card number. I have most of my bills set up on autopay and I totally forgot to update Klarna with the new card number. I have used Klarna forever and I have never had any issues.

  This morning I noticed a notification that the payment of $275.02 declined and it dawned on me that I forgot to put the new card number on file. I went in to make the payment and the system was advising me to make the full payment. I then called and chatted and advised the *** that I only needed to take care of the payment as I had just recieved a notification not even 30 minutes ago that the payment was not successful.

  I asked if she could take the payment with my new card and explained with happened with my bank as well as I could provide documentation from my bank regarding the fraud and she (****) absolutely would not do anything to assist. She offered financial hardship and I advised that it is not hardship-I just have a new card from my bank and need to use it instead. I can make the monthly payments. I do not want this going on my credit. I do not understand why Klarna is being so harsh all because I did not upload the new card. I have autopay with all of my bills and I just simply forgot.

  She states that she sent a complaint to the 'specialist team' and someone would email me. She could not give an ***. I declined the hardship b/c it is not a hardship. I want to pay the $275.03 that you guys tried to pull from the old card today and put the correct card on file please. I was told that even a manager does not have the authorization to override the system to allow me to pay, which does not make any sense to me. Especially when you were debiting the payment just today-I call within 30 mins, and that quick you say-I have to pay the entire thing, which I am unable to. The fraud situation caused alot of stress-i was stuck out of town with no funds and now this. Help!

  Business Response

  Date: 07/15/2025

  Hello Queena,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ********* (7RCQM88G).
  
  We have reviewed your concern and at this time your order is no longer able to be placed on a payment plan. There is currently a financial hardship on the order, pausing the full balance being due until August 10. The payment failed the following times:
  
  May 10 - Asking that a card be linked to the order ($89.34)
  May 13 - Asking that a card be linked to the order ($89.34)
  May 16 - Payment combined to June and $7 fee added ($185.68)
  June 10 - Payment failed; combined to July; fee removed ($268.02)
  June 24 - Advising on July 10 due date and $7 fee ($275.02)
  
  Once the payment was still not made on July 10 for the combined months, the order defaulted and became due in full. Again, this order is not able to be placed on another plan. If not paid in full once the hardship is over, the order will be forwarded to collections. We are not able to further assist with the matter. Thank you.

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Klarna for years now and I noticed when to make a purchase that my totals for what I owe on my side and what it was showing when I went to apply for the bi-weekly loans did not match. I asked the company why this happened and they stated there was another account in my name. Which shouldn't happen, because this is credit based I shouldnt have multiple accounts in the same name.

  Items were purchased for $480.00 to ********* which I did not buy. They linked the accounts without informing me but were charging my primary account? I told them this is fraud, this person used my email and klarna to purchase the items and I reached out to ********* and the order number is not in my name they only used klarna to buy it and I can't get any information on the fraud purchase so I can only deal with klarna.

  klarna is refusing to remove the linked account and credit back anything taken from me. they never contacted me every not once to verify if this account was in fact mind for one. how they even allowed this account to be created considering i already have an account is a complete lack of security on their part.

  they kept telling me to check on my side all but fix the problem and not investigate.

  I accused them of having workers there creating accounts in customers information because i find it extremely odd i have no access to see this account but its linked to me.

  Business Response

  Date: 07/15/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your account being linked to another Klarna account. 
  
  
  When an account is created, a number of checks are run to ensure it is a unique account that is not associated with another consumer. When there are a lot of similar attributes, it raises flags as a potential duplicate account. 
  
  
  Your account has been reviewed by our specialists team on July 11th and has been submitted to be unlinked. This process takes 2-3 weeks to complete.

  Customer Answer

  Date: 07/22/2025

  I dont understand why it took them all of 2 seconds to link my account and without confirming it with me at all. But its gonna take them 2-3 weeks to undue what they did and its affecting me as a consumer on how i can even use my current account. Thats is really unacceptable. I want it dine immediately. Its should be very simple. 
  
  
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 07/31/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your account being linked to another Klarna account. 
  
  
  The accounts have been unlinked and we can see that you have been able to make successful purchases again. Your latest order was from July 30th, 2025.

  Customer Answer

  Date: 07/31/2025

  I accept the business's response to resolve this complaint. I can see now the account is no longer linked. That shouldve have never happened. 
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 8, 2025, I attempted to make a purchase at Lazy Cat Yarn (LCY) (****************************) via the Klarna app for $231.25 + $40.42 interest, to be paid off over 12 months. When I tried to ?c?omplete the purchase [Order: 22MHR7TC (Payment reference: **********)], the app crashed. I immediately received an email from *** notifying me that the purchase had been unsuccessful (attached).]Because Klarna's FAQs explicitly say that it can take a week for cancelled or unsuccessful transactions to be removed (attached), I waited a few days (Feb. 13) to Report A Problem. Following their instructions, I notified LCY that Klarna would be contacting them and received a prompt response that she would confirm that the order had been unsuccessful.Since then, I have been charged 2 payments (on Mar. 8 & Apr. 8) and tried twice to communicate with Klarna's **************** (attached). In both cases the representative told me that they would open an investigation and be in contact via email. To date, I have only received a single email (attached) requesting the same information already submitted via the app. I responded to their email and never heard back. In late April I finally discovered via the Klarna app that my refund request was denied: "Payment resumed as we were? unable to verify the evidence you? provided. Please contact? ******************* directly? for a prompt resolution.?" But when I contacted the store, ******* at *** responded (May 7) that Klarna had never contacted her about the purchase (attached). After the third unsuccessful attempt to resolve the matter following Klarna's instructions, I went to my credit union, filed a complaint, and deactivated my debit card. Klarna continues to send me messages demanding payment for a purchase that wasn't ******* resolve the issue fully, I expect Klarna to remove the "purchase" from my record, correct any issues with my credit score, and refund the two payments that were taken in March and April.

  Business Response

  Date: 07/10/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Lazy Cat Yarn (22MHR7TC).
  
  We have reviewed your concern and your previous disputes. At this time we have refunded your 2 made payments to their original form of payment. Please allow those 1-7 days to reflect on your end. The order is now settled and no further payment is due. We hope this has now resolved all of your concerns. Thank you and have a great day.

  Customer Answer

  Date: 07/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase using a Klarna one-time credit card that I am still paying for. The website that the card was used at was a fraudulent website. No items were received. I have opened two separate disputes with Klarna and they are refusing to refund my money. They are stating that a the fraudulent company may have sent me the refund directly. I stated on multiple occasions that the fraudulent merchant stated they were going to send a refund and never did. They offered to send the order again but they have yet to provide tracking numbers for the first order. The site no longer exists as it was a scam. Klarna has interpreted that to be that they are sending me a refund even though the card information they have on file is Klarna information. They are most likely ripping customers off by receiving the refunds and not refunding customers.

  Business Response

  Date: 07/10/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding order #5T2H2G6N.
  
  We have reviewed your concern and your previous disputes. At this time we have refunded your 3 made payments to their original form of payment. Please allow those 1-7 days to reflect on your end. The order is now settled and no further payment is due. We hope this has now resolved all of your concerns. Thank you and have a great day.

  Customer Answer

  Date: 07/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Klarna charged me for an order with new balance that did not process. On the phone an agent told me if I submitted screenshots they could take it off processing and the chat agent ***** refused today. New balance confirmed they dont have the order

  Business Response

  Date: 07/10/2025

  
  Hello Vallyn,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with New Balance (6VM47F48).
  
  We have reviewed your concern and at this time the order has now been canceled. Please allow this up to 7 business days to release. The order is no longer pending - no further payment is due. Thank you and have a great day.

  Customer Answer

  Date: 07/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****