Complaints

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:07/16/2025

  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.

  Requested a payment arrangement to hold off payments for 14 days. Arrangements were made. I made my scheduled payments under the arrangements. 3 days later, they withdrew another payment from my bank account causing my account to go negative and costing me additional overdraft fees. I cannot have a company taking money out of my account whenever they feel like it without notice or authorization. I contacted them to find out what is going on because Autopay had been disabled, and I didn't authorize any additional transactions. I was told that they still had the right to debit my account for the missed payments during my payment extension/arrangements. I was not told about any of this when the arrangements were made, if I were, I would never had agreed to those terms. I was under the impression that payments were on hold until the new scheduled date. So I then proceeded to request to revoke any and all authorization to debit my bank account any further only to be denied, and told about some clause in the contract. I have never heard of any company being to able to deny a request to revoke authorization. I want my request honored. Please help.

  Business Response

  Date: 07/18/2025

  Good Evening,

   

  We have reached out to our mutual customer directly.

   

  Thank you,

   

  Katapult Team

• Initial Complaint

  Date:06/30/2025

  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 used Katapult before and I paid off the needed loan however the moment I was about to pay off the loan, they sold the loan to a collection agency and has told me to pay ***** USD, three times more than my settlement. This is unprofessional and I cannot access my own account on ********************

  Business Response

  Date: 07/18/2025

  Good evening

  Were sorry to hear you're experiencing issues with your sold lease. Please note that we no longer manage your agreement after it has been sold. We recommend contacting ************************ directly regarding your lease and any payments owed.

  
  For specific details about your sold lease, please reach out to the new holder:

  
  ************************
  *************************
  ******** ********
  ****** ************
  ****** ************************************
  ****** ****** ******* ******* * ** ** * ** ***

  
  They will be able to assist you with your account and provide the necessary guidance.

  Thank you, 

  Katapult Team

  
  

• Initial Complaint

  Date:06/24/2025

  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.

  Katapults app has been broken for weeks it crashes on both Android and iOS. The website seems to be the only thing that works but shows incorrect information it shows old leases as still active despite me already paying them off and all the order numbers are null theyre not even there anymore. Id like to be able to track everything on my phone so I can actually make timely payments and Im also worried this could hurt my credit due to their system errors.I just want them to fix the technical issues, correct my account to show the one and only lease payments I have right now not old ones I already pay for, and confirm no negative credit reporting will happen because of this.

  Business Response

  Date: 07/17/2025

  Hi **** ******,
  
  Thank you for sharing your experience. I understand how frustrating this situation must be. Ive sent you an email requesting to schedule a callplease let me know a convenient time or the best way to connect so we can review your account and explore possible options.
  
  Looking forward to helping resolve this issue.
  
  ****
  Katapult Customer Relations Manager

• Initial Complaint

  Date:04/07/2025

  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.

  It's been close to one month since BestBuy issued Katapult a refund on my behalf and I have yet to receive it from Katapult. This back and forth with their "special services team" is absurd and uncalled for. I will NEVER do business with this company again. An absolutely ridiculous way of doing business.

  Business Response

  Date: 04/09/2025

  Thank you for reaching out to us at Katapult. We have received your complaint and want to assure you that we take your concerns seriously.
  
  Our team will follow up with you directly to address your issue and provide any necessary support. Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter.
  
  If you have any further questions in the meantime, please feel free to reach out.
  
  Best regards,

  KATAPULT

  
  

• Initial Complaint

  Date:03/31/2025

  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 used this company to get a new laptop. I did however i returned the laptop and I notified this company that i have conducted this return. The have a refund of ******, and ***** to my debit card. i have made contact with this company and I was told by them that I should get my refund by today. However I received nothing, so i made contact with them and told them that i was suppose to get a refund today. Now I am been told it had to get moved up to another team. ALL I WANT IS MY MONEY BACK, I AM GOING TO BEHIND ON MY BILLS. PLEASE HELP THIS IS INSANE.

  Business Response

  Date: 04/09/2025

  Thank you for reaching out to us at Katapult. We have received your complaint and want to assure you that we take your concerns seriously.

  
  Our team will follow up with you directly to address your issue and provide any necessary support. Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter.
  If you have any further questions in the meantime, please feel free to reach out.

  
  Best regards,

   

  KATAPULT TEAM

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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 dont really know exact amount it showed only late payments with no amount and its holding strong on my credit report however I have never used or heard of this company until I seen it on report and then I put extra security on my phone to help and its shows its a breach in security on my phone

  Business Response

  Date: 04/09/2025

  Good Evening,

   

  We will partner with our mutual customer directly.

  THank you

  ******************** Team

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  First off let me say I am TRULY disappointed in this company as a first time user. I signed up for their services because I was referred by a friend who lives in the same building. I got my keys about a month ago I had to graduate school before I could move. I just graduated school and I moved officially in my apartment this past Tuesday the 18th of March because I wasnt set to move out until the 15th but I needed a few extra days due to work. I got pre approved for 850 dollars with this company. When I tried to place an order I was denied because the address didnt match. I went ahead to try and request an address update: *** sent over my passport, my social security card and my lease. Initially I received an email saying that my address wasnt valid. I sent an email responding then I called. I then heard feedback saying that the apartment number wasnt on the lease which (I dont make the lease I have no control over and I didnt notice it myself ) it also has the leasing companies information if they need to call and verify. I went to my agent and she literally only added the apartment number to the lease.they had a list of multiple documents you can use so I also went and did an address change with ****. (If thats not the best form of verification then I dont know what is. I had to use my debit card for verification for this as well. Ive spoken with two supervisors and they werent willing to help me( *****) . All Im trying to do is update an address this shouldnt be this hard I just want to order a bed. They didnt even ask for address verification when I signed up . And the only reason I used the old address is because my name is not attached to this address yet seeing I have just moved in. The passport , the lease, the **** form and the social security card is still not enough? What more can I do to prove to you that I moved this is an inconvenience and its actually unacceptable.I am currently sleeping on the floor in my home. DISAPPOINTED

  Business Response

  Date: 03/21/2025

  Good Morning 

  We are writing to acknowledge the review of the recent complaint submitted to the Better Business Bureau. We appreciate the opportunity to address this matter.

  Regrettably, we are unable to perform updates on the profile in question due to our policy regarding the validation of personal identifying information. For privacy and security reasons, we must prioritize the protection of our users' data.

  We kindly request the closure of this complaint, as it relates to sensitive information that we cannot modify without proper validation.

  
  Thank you for your understanding.

  Katapult Team

   

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   All I want to do is update my address on my profile I have provided yall with multiple ways to verify my information. I even have yall my leasing companies information my lease my address all of that. Like why are **** not helping me as a company. I just want to update my address. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 05/29/2025

  Hello, 
  
  This issue has been resolved with our customer directly.

  Thank you,

   

  Katapult Team

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   This hadnt been resolved at all, I was removed from the platform and never ever to make a purchase although I proved I am who I say I am and that is my new address. My number doesnt even work anymore. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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.

  The transaction was on 2/21/2023 fir ******. I submitted a copy of my payments totaling $655.70 a difference of $17.28. I understood that was my balance was paid and with the remaining amount not paid, I was charged interest and additional fees for not paying since 12/22/2023, I never received a written notice or a phone call from Katapult. and on 3/18/2025, I was notified that I had a claim from the Empire Group ****************** they would not give me their contact information nor send me any details on why they were collecting the $789.00 that they stated I owed, and they threatened me by, "see you in court". I am all for taking care of my debts, but this was paid and settled in my mind. No opportunities to resolve were given, except they wanted payment in full and used my katapult information as a threat they know where I live, work, etc. This is not a way of doing business by threatening court/legal action when this is the first phone call I received in regard to this notice.

  Business Response

  Date: 03/21/2025

  Hello,

  
  We sincerely value customer feedback and appreciate the chance to address any concerns. We are currently reviewing the details of the complaint and will reach out to the customer directly to gather more information. Our aim is to achieve a satisfactory resolution that meets their needs.

  
  At Katapult, we strive to deliver a seamless and positive experience for all our customers. We understand that there may have been an issue that prompted this complaint, and we are dedicated to resolving it promptly and effectively.

  
  Thank you for bringing this matter to our attention.

  
  Sincerely,

  Katapult Customer Relations Team

• Initial Complaint

  Date:02/18/2025

  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 have been a customer of ******************** for many years, I had a return to make because I wasnt satisfied with the merchandise so I did a return. Now twice ***** has attempted to deliver my return to Katapults returns and both days nobody has been there. Now my merchandise is gone and I dont know what to do. I demand to be released from my lease since its the fault of Katapult not being there and not my fault.

  Business Response

  Date: 02/19/2025

  HELLO, 

   

  THIS ISSUE HAS BEEN RESOLVED WITH OUR CUSTOMER DIRECTLY.

   

  THANK YOU,

   

  KATAPULT

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  Date:02/11/2025

  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.

  Ive used Katapult. I made a lease with them through new egg since there portal for **** *** wasnt working. I used the card that was generated on **** *** instead of new egg. I ended up canceling and I went to **** *** to return the product. I reached out and they said sorrry sir. **** was bought from new egg you bought the **** *** item with another card. Its impossible to use ours on another site. NOT TRUE. I did it and it worked fine. But I already returned the item. And now they want to charge me. Ive called twice. And both times Ive gotten back the same c*** And gotten back the same email saying Thank you for contacting Katapult. **** email is to inform you that your Cancellation request was not approved by ******. Also Unfortunately, your Cancellation request has been denied.Reason for denial: Merchant has not processed refund HOW WOULD THEY PROCESS A REFUND ON AN ITEM I NEVER BOUGHT THROUGH THERE SITE!! **** is infuriating. Because how can you not see that money was returned from that lease?? I need help. Its driving me crazy. And I will not pay anymore towards this crap!! If I knew this was going to be this difficult. I wouldnt have dont it at all!! I need help!

  Business Response

  Date: 02/13/2025

  Good Morning,

  This complaint has been resolved with our customer directly.

  Thank you,

   

  Katapult Team