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.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

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:05/08/2023

  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 offers rewards, (used to be gift cards) now the rewards are offers in exchange for points accrued by using pay in 4 for purchases. I redeemed the off for $10 off $20 on March 27, 2023, according to the fine print agreement I must use the reward once claimed within 30 days. (see supporting document 1A). So I used the reward or a least tried to by going through the Klarna app and clicking the link and not expecting to see the discount come off the Overstock retailer's invoice (the discount is applied by Klarna when using Klarna as payment) so I paid by Klarna payment option but no discount was applied and I was charged on my debit card the full amount. Order was placed April 15, 2023(see supporting document 1B) well within 30 days. Now after many emails with the dispute department and requesting a manager, along with calling customer service twice and was referred to the dispute department, I am including the image of the original offer redeem by date of April 27, 2023 (see support document **) having redeemed on March 27, 2023. Klarna dispute department is saying the reward expired March 31, 2023 so I had only 4 days to apply the reward but the agreement states 30 days. The people I have emailed and talked to obviously do not have an understanding of how these new rewards work, I am only asking for my $10 refund which I believe would not break Klarna's bank. I will go elsewhere if I cannot get this reward refund of $10.

  Business Response

  Date: 05/09/2023

  Hi ****, 
  
  We appreciate your inquiry in regards to your order with *********, order ********. We understand that you had a $10.00 Klarna Deal that was not applied to the order. 
  
  We have gone ahead and issued a refund of $10.00 to Visa card ending **** today, May 09, 2023. Please allow 5-10 business days for these funds to settle into your account. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day! 
  

  Customer Answer

  Date: 05/09/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:05/08/2023

  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 love Klarna but I've found that I've slowed down using the service because I keep having issues. On March 10th, I made a purchase on Klarna with ******. The Klarna order number is ********. Then I made a return from that order and my final total was $12.58. I paid it in full. But then I ended up making another return from that order and I was supposed to receive a refund of $5.76 and it was supposed to go back to my card ending in 1709. This happened on March 29th. I never received my refund. The problem is - THAT CARD IS NO LONGER ACTIVE. It had fraud activity and I had to get a new card. I've already checked my bank statements and it doesn't reflect any refund from Klarna in that amount. That's only ONE issue but another issue is I'm having an issue with another item that I purchased so Amazon issued me a refund. The Klarna order number is B56N8K3K-1 for 101.64 from Amazon. That order is from September 29th, 2022. Again, that refund is supposed to go back to the card ending in 1709 and I DON'T HAVE THAT CARD. It's the same bank account, just a different card. Amazon just issued the refund today (5/8/2023) so I don't even think Klarna has been updated with the refund information YET but since I never received my refund from the ****** order, I wanted to file this and make sure that I get my refunds. Klarna's website clearly states "If after 14 days you have not received a refund, or your original form of payment is associated with a now closed bank account or credit card, chat our Customer Service." I just wanna make sure I get what's owed to me.

  Business Response

  Date: 05/08/2023

  Hi *******, 
  
  We appreciate your inquiry in regards to your order with ******, order ******** and your order with ******, order ********. We understand that you have not received any refunds for these orders and your card ending in 1790 is no longer active. 
  
  Order LRV1W7KF- Refunds of $3.03 and $2.73 were issued to Mastercard ending in **** on March 29, 2023. If the bank account associated with that card is still open, the bank can and will accept the refund. We will send you a separate email with the ARN numbers to provide to your bank to locate these funds. 
  
  Order B56N8K3K- As you stated ****** just issued a refund today, May 08, 2023, we have not received any refund for the order. Once ****** refunds the order, it will automatically be applied and any overpaid balance will be issued back to you. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 05/08/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/07/2023

  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 used Klarna to pay for merchandise worth $722.28 from *********** I did not receive the package that *** said they delivered on March 23, 2023, 12:07pm. ***, ******, Klarna all denied the claim, only with the basis of an electronic statement stating **** GPS delivered to the right address. And the statement of the driver who is very notorious in losing packages here in our neighborhood (I caught this driver twice, delivering to the wrong address). I have a stronger evidence of a cctv footage showing no *** delivered that date and time they said they did. Klarna and ****** closed the claim in favor of *** and now is asking me on to pay on May 12 the merchandise I did not receive. We are now going in circles because ****** wants me to escalate the complaint with Klarna, and Klarna wants me to find resolution with ******, but both have closed the investigation, that is scamming. I do not know what to do, the only facts I know is that I DID NOT RECEIVE THE PACKAGE and I will not pay for something I do not have. Attached here is the cctv screenshot of everyone who came in contact with my cctv. My cctv does not miss any movement. Only ****** delivered that day. Also attached are conversations with Klarna and ****** and the *** tracking showing the day they allegedly delivered. All three, ******, Klarna, and *** are washing their hands on what happened. They based their decision only with the attached proof of delivery, no pictures, no video, no signature from ***. That is so unfair to me as a customer. I just want Klarna to stop asking me to pay for merchandise I did no receive or ****** to refund the money!

  Business Response

  Date: 05/08/2023

  Hi ********, 
  
  We appreciate your inquiry in regards to your order with ******, order ********. We understand that you never received this order. 
  
  Klarna has no direct contact with any physical goods nor do we have access to certain information regarding shipment. Typically, the store or the shipping carrier would ultimately be responsible for issues regarding lost or stolen packages. As a courtesy, we have gone ahead and written off the order balance and you are no longer responsible for payments towards the order! Since your payments have been disputed with your bank and have chargebacks issued against them, these funds should be returned to you by your bank. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 05/08/2023

  I accept the business's response to resolve this complaint. But I do honestly hope that moving forward, Klarna would have a better resolution process in place other than copy and paste responses. Thank you! 
  
  
  

  Regards,
  
  
  
  ********

• Initial Complaint

  Date:05/06/2023

  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 on March 25th for $47.74 using Klarna’s pay in 4. My order reference is ********. The merchant shipped my purchased according to the tracking to Kentucky. I live in New York. The has told me because it’s delivered i have to contact my local post office. Kentucky is over 11 hours away from New York. There is nothing my local post office will do. I reached out to Klarna for assistance. I provided Klarna with proof i provided the correct address, proof it was delivered in Kentucky and every other correspondence the have asked for. Klarna has told me that because the merchant has it listed as delivered there’s nothing they can do because they don’t interfere with “bad transactions”. Clearly i haven’t received what i purchased. And while it isn’t a large sum of money, it isn’t right that a merchant can clearly ship items incorrectly and I’m stuck footing the bill for something i didn’t receive. If i used any other payment method i would have been refunded weeks ago.

  Business Response

  Date: 05/08/2023

  Hi ******,
  
  We appreciate your inquiry in regards to your order with ***************, order ********. We understand that you never received this order, as it was shipped and delivered to the incorrect state. 
  
  We have gone ahead and written off the remaining order balance of $11.94 and refunded your payments! Refunds of $11.94 and $11.93 have been issued to Visa card ending in **** and a refund of $11.93 has been issued to Visa card ending in **** today, May 08, 2023. Please allow 5-10 business days for these funds to settle in your account. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 05/08/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/05/2023

  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 really don’t understand how klarna gets away with these kinds of practices.
  
  I’ve been on and off the phone with klarna for the past month concerning fraudulent purchases being made on my account. As these accounts were being “reviewed” for investigation, my bank advised me to also remove
  and get new card numbers. Today lo and behold I see a charge for $67.55 on a NEW card that was shipped to me that has NEVER even been used yet and they also had the audacity to add a late fee of $7 dollars to that as well as if they didn’t just help themselves to my money in my account. When I contacted them asking how was this even possible and how could they do such a thing. I was told that the case would AGAIN be “escalated” to their specialty department.
  
  I asked them to review a fraudulent charge that was made on my account that was unknowingly charging my account for $381.00 from what is listed as “unknown” in my account, they reviewed the charge and the only thing I got in my email was “ we can not take liability for this, payments will resume.” After several days of me calling and asking questions I’ve asking information on the store that I so called made this purchase from, only to be told that “no details would be provided on this merchant” No paper work was sent to me via email, no receipts or any documents. Just that their investigation of over.
  
  I’ve been using klarna for 3 years now, and I am highly disappointed in the recent turn in buisness structure.

  Business Response

  Date: 05/08/2023

  Hi *****, 
  
  We appreciate your inquiry in regards to your order with **********, order ********. We understand that this order was disputed with us as being unauthorized. 
  
  The details on this order were sent to our Specialist team to investigate. Upon further investigation, they have determined that the disputed statements are legitimate and you will remain liable for payments. For more information, or if you have any further questions or concerns, please refer to the email sent by [email protected].
  
  Due to the nature of the issue and the confidentiality of the investigation, we are unable to view any further details. All questions, comments and concerns must be directed to the email sent by safety, as that is the team with the requested information. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

• Initial Complaint

  Date:05/05/2023

  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 had 2 separate returns with Klarna to ****** in Millenia mall Orlando , Florida I reported the 2 returns to Klarna with receipt, store numbers and all of the required information that Klarna instructed on 4/12/23 and since I have had no resolution and am having to pay Klarna for a return I made to the store. I would like this money refunded back.

  Business Response

  Date: 05/08/2023

  Hi *******, 
  
  We appreciate your inquiry in regards to your orders with ******, order ******** and ********. We understand that you returned both of these orders, but have not received a refund. 
  
  After looking into this, we have found that when ****** issued a refund of $108.63 for order ********,, they issued it to order ******** with ********. Since $0.00 of the $108.63 was used due to the ******** order being canceled,  you are still due a refund of $108.63.
  
  We have forwarded this case to the team here that deals with over-refunded cards. They will issue the refund of $108.63 to you directly. They will first attempt to refund the stored card on your Klarna account, and if that is unsuccessful, they will issue you a check in the amount of $108.63. Please keep an eye on your inbox for any updates from them, as they will email you once the refund has been processed.
  
  As for order ********, it looks like the return is still in progress, which means we have not received any refund from ******. Since you no longer have the return receipt, we would advise that you reach out to ****** directly for more information regarding your refund. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 05/08/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* ******

  Customer Answer

  Date: 05/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20023880
  
  
  
  I am rejecting this response because: The refund was never given and I am still paying this charge even though Klarna said this would be refunded weeks ago. Another charge is still being charged and I will dispute these with my bank if not fixed by Klarna.

  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 05/22/2023

  Hi *******,
  
  As a courtesy, order ******** with Macy’s, has been written off and fully refunded. Refunds of $27.16, $27.16, and $27.15 have been issued to Visa card ensign in **** today, May 22, 2023. Please allow 5-10 business days for these funds to settle in your account. 
  
  As a courtesy, order ******** with Macy’s, has been written off and fully refunded. Refunds of $70.02 and $70.02  have been issued to Visa card ensign in **** today, May 22, 2023. Please allow 5-10 business days for these funds to settle in your account. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day! 
  
  

• Initial Complaint

  Date:05/05/2023

  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.

  The way Klarna handles disputes should be LITERALLY BE illegal. I have been in contact with them since MARCH 8th at least… and about 20x more after that to get some type of resolution… I never received a package that my fiancé ordered from saks fifth back IN FEB… I’ve been in contact with saks fifth for the package missing as I was told by a Klarna rep to do and NO one is willing to help me… They have closed an investigation on an item I have not received and resuming payments instead of having the merchant either refund or reissue item with signed delivery especially with how much I paid the answer is always you need to talk to the merchant they are the only ones who can help….

  Then why did one of YOUR reps in the beginning tell me that a resolution would be made whether you guys did it or not…. WELL it’s pretty hard to do so when no one answers or they hang up on you… or you have someone just OUTRIGHT unwilling to help!!

  I then paid my first 2 payments which were a total of 142.98 and made a charge back as that’s what I was TOLD to do from Klarna rep to do since saks fifth is unwilling to do anything…. NOW I get another email that I need to pay again for an Item that I still have yet to receive and now I owe the full total AGAIN of 423.57 because KLARNA decided to tack on a late fee for something that was out of my control… WHILE my payments were paused…

  I have been thrown through the ringers from both companies… to be told when I first called Klarna that SOMETHING would be done…. this is literally a SCAM for both companies to get the most out of you and NEVER help you…

  then you’re told to do a charge back for the item not received and now being told to PAY AGAIN what a complete waste of time talking to anyone and being reassured that it would be handled and taken care of…

  Business Response

  Date: 05/05/2023

  Hi ********,
  
  We appreciate your inquiry regarding your order with **** ***** ******, order ********. We understand that you never received the order. 
  
  Klarna has no direct contact with any physical goods nor do we have access to certain information regarding shipment. Typically, the store or the shipping carrier would ultimately be responsible for issues regarding lost or stolen packages. 
  
  As a courtesy, we have written off the order balance and you are no longer responsible for payments. Since your payment of $142.98 was disputed with your bank and has a chargeback issued against it, these funds will be returned to you by your bank. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 05/05/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:05/05/2023

  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 made several payments to Klarna on 4/28 and per the site, payments were processed and applied to my orders however no deduction from my checking account. On 5/1 $255.36 was deducted from my checking account and Klarna stated that they have no record of deduction and will escalate the matter. No one has contacted me to resolve at this time. The customer service representative by chat refused to provide assistance.

  Business Response

  Date: 05/05/2023

  Hi Crystal 
  
  We appreciate your inquiry in regards to a payment of $255.36 on May 01, 2023. We understand that you made several payments towards orders on April 28, 2023. After looking into this, it looks like you used our Pay Multiple option; making a large lump sum payment that will be applied to the corresponding orders. 
  
  Order ********- we received a payment of $6.17 on May 04, 2023
  Order ********- we received a payment of $84.50 on May 04, 2023
  Order ********- we received a payment of $10.81 on May 04, 2023
  Order *********- we received a payment of $8.34 on May 04, 2023
  Order ********- we received a payment of $69.58 on May 04, 2023
  Order ********- we received a payment of $11.98 on May 04, 2023
  Order ********- we received a payment of $39.73 on May 04, 2023
  Order ********- we received a payment of $19.45 on May 04, 2023
  
  Since these were all ACH payments, they take up to 10 business days to process in our system, even if the funds are withdrawn from your account. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 05/09/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/04/2023

  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 had an issue with Klarna automatic payment being processed. I contacted klarna in February and they assured me the issue was resolved. I found out in March of 2023 it was not. I called customer service and was assured it was being escalated and the automated payments would be fixed. Come to find out today nothing was done and my debt was sent to a collector. I do not feel it’s fair for my credit score to suffer due to an internal problem with their system. My current checking account and debit card is saved in my klarna account.

  Business Response

  Date: 05/11/2023

  Hello ******,

  We appreciate your inquiry regarding the order with ***** ***** ************* We reviewed the order and previous interactions and were able to see that you believe these issues to stem from auto pay not properly working which then caused multiple failed payments which ultimately led to the order to then be sent to collections. 
  
  The order has been successfully removed from collections and returned to Klarna today, May 11th, 2023. You should now be able to access this order within the Klarna app or website.

  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 

• Initial Complaint

  Date:05/03/2023

  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.

  Klarna keeps charging me for an item I never received. When i dispute it they close the case and tell me because the tracking number says delivered, that must mean it was, yet they never can provide me actual POD. A tracking number that says delivered can not be POD , this doesn't prove anything. The package could have been stolen from the shipping company, delivered to the wrong place etc. Yet, each time I ask, Klarna continues to fail to provide any photo or signature. Klarna then responds that i need to contact the shipping company *********. Yet when I contact ********* they refuse to investigate. The only person who is suffering here is ME, because Klarna is giving me the runaround since the new year.
  
  I purchased shipping insurance with this item FOR THIS REASON! Yet, Klarna sends me the same email each month, its like there is no actual human sense being applied to the issue. This has been going on for months. Klara customer service reps continue to now threaten me with collection for something I NEVER got. Their dispute process is FLAWED

  Business Response

  Date: 05/04/2023

  Hi ***, 
  
  We appreciate your inquiry in regards to your order with **** ********, order ********. We understand that you never received this order, but are still being charged. 
  
  Klarna has no direct contact with any physical goods nor do we have access to certain information regarding shipment. Typically, the store or the shipping carrier would ultimately be responsible for issues regarding lost or stolen packages. 
  
  As a courtesy, we have written off the order and refunded your payment. A refund of  $75.07 has been issued  to Visa card ending in **** today, May 04, 2023. Please allow 5-10  business days for these funds to reflect in your account.
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 05/04/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  *** ********