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.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

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:07/19/2023

  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.

  Good morning, I have been in contact with klarna for three months about refunding me back $352.85 for an order on Apr 6, 3:36 PM • Klarna payment. The order was never delivered but because it stated it was delivered they are declining my refund. However, I have provided what I can on my end but that's still not enough then they turn around and ask for MY BANK STATEMENTS absolutely not when they are wrong. I've been going through this process for to long but what I will not do is allow any company to steal from me. I look forward to this matter being resolved with the help of your company.

  Business Response

  Date: 07/20/2023

  Hi ********, 
  
  We appreciate your inquiry in regards to order #J32BKPQM with *****. 
  
  In your complaint you stated you have not yet received this order and would like a refund. You stated you have provided all information available to you and do not want to pay for something you have not yet received. 
  
  Looking at this order, we can confirm there were open disputes for “goods not received” but they were closed due to the store providing valid shipping information. The store stated the packages were delivered on April 13, 2023, April 14, 2023 and April 18, 2023. The order was sent with tracking number 9******************928 on April 11, 2023 via USPS, ****************** on April 10, 2023 via UPS and ********** via DHL. 
  
  If you think this is in error, please contact USPS, UPS and DHL to file a missing package claim. Once you have filed these claims please reach out directly to the store ***** and provide them with this information. From here once the store sends Klarna a refund, we adjust the order to reflect as paid and send you a refund for the installments paid. 
  
  The store did adjust the balance due from $389.78 to $352.85 so the remaining balance left to be paid is $280.88. As Klarna is just the payment provider, we cannot refund this purchase without a refund from the store. Please reach out to the store directly to receive a refund for the remaining balance. 
  
  We hope this helps! 
  
  For any future questions or concerns, we invite you to navigate the Klarna App and our FAQs. 
  
  Have a Smoooth Day!

• Initial Complaint

  Date:07/12/2023

  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.

  On June 9, 2023 i had return in store purchase that were originally charged to Klarna. I have proof of the return receipt in my hand. Klarna refuses to provide me either a fax or email where i can send this receipt. Klarna is stating they never received the refund from merchant which is incorrect, because i called merchant and klarna should have it. klarna is now charging me for items that have been RETURNED to the store merchant (coach). I am getting NO WHERE with Klarna. Klarna CAN NOT charge me for items returned to the store. The total amount of the refund was $255.89. I need help and no one is helping, keep giving me excuses and run around.

  Business Response

  Date: 07/14/2023

  Hi *******, 
  
  We appreciate your inquiry regarding returns made for Coach.com. 
  
  In your complaint you stated you made an in-store return for items with Coach.com and the store stated they sent Klarna the refund but you are not seeing this refund reflected on your account. 
  
  Looking at your account, we can confirm we received a refund from the store Coach.com for $255.89. This refund was applied to order #WXPC13WJ with Coach.com. This order total was only for $167.40 so there was a leftover refund amount for $88.49. We sent a refund of $88.49 back to your card on file, VISA ending in 4109 on June 16th, 2023. 
  
  There was an installment paid on order #WXPC13WJ with Coach.com for $41.85 that we refunded and sent back to your card on file on June 9th, 2023. We were able to see there were no disputes for returns on this order. From here you will use the refunds to pay for the remaining balances on your active orders with Coach. 
  
  We hope this helps! 
  
  For any future questions or concerns, we invite you to navigate the Klarna App and our FAQs. 
  
  Have a Smoooth Day!

• Initial Complaint

  Date:07/08/2023

  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 made three separate purchases through Klarna. I had my third installment due on June 30th, 2023. Somehow the payment declined so I added it manually using the pay triple selection since it was 3 payments. The payments were processed and posted by my bank on July 5th,3023. The payment is still not updated in the app, I reached out to customer service and the said I should send a screenshot of my bank statement where it states the payment was posted and send it to the customer service chat. I did all that then they say someone from technical support will contact me in 1-2 business days. No such contact has been made to date and the issue is still unresolved. It has also taken my purchase power away and this is because of their neglect and unprofessional behavior.

  Business Response

  Date: 07/11/2023

  Hi ******,
  
  We appreciate your inquiry regarding making payments on your active orders but they are not reflecting on your Klarna account.
  
  After reviewing your account, we were able to confirm your payment of $174.30 was processed and accepted. For Order #NRCJWM9V with Priceline.com, we processed and accepted your payment of $124.65 on July 10th, 2023. For order #******** with Airbnb, we processed and accepted your payment of $21.40 on July 10th, 2023. For order #3MN57LM6 with travelocity.com, we processed and accepted your payment of $28.25 on July 10th, 2023.
  
  Anytime you make manual payments here at Klarna, it can take anywhere from 5-10 days to be fully processed and accepted in our systems. We can confirm all payments are up to date and your account is in good standing.
  
  We hope this helps! 
  
  For any future questions or concerns, we invite you to navigate the Klarna App and our FAQs. 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 07/11/2023

  [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:07/06/2023

  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.

  March 2023 I attempted to us Klarna for a big purchase. I went through the process and my total for Amazon came out to $559.54 so I made my down payment of $134.63 to Klarna. Klarna purchased an Amazon card on my behalf, which I didn’t know they did at the time. When I went on Amazon to finish my purchase the gift card came back invalid. I called Klarna they told me to go through Amazon. I contacted Amazon and they said the card was invalid and asked where it came from. Amazon then flagged my account and closed it due to “fraud”, which put me in a bind because I used this Amazon account to purchase products for my business and they will not allow me to make a new one. Klarna now wants me to pay them the remaining balance for a gift card they purchased and I could not use and was invalid. They have also sent it over to a collection agency. I should not have to pay for something I couldn’t even use. They have not assisted me in any kind of way. They keep telling me to contact Amazon about the invalid card that Amazon could not find on their end.

  Business Response

  Date: 07/07/2023

  Hi *****,
  
  We appreciate your inquiry in regards to order #******** with Amazon.
  
  In your complaint you stated the Amazon gift card purchased through Klarna was invalid on Amazon’s end and they advised you to reach out to Klarna to resolve this issue.
  
  Looking at this order, we can confirm there was a dispute for “unauthorized purchase” but it was closed due to our specialists finding you liable for this purchase. From here no payments were made on this order which resulted in the order being sent to a debt collection agency.
  
  Due to the order being in the debt collection agencies system, we are unable to dispute this order on our end. Below we have provided you with the debt collection agency contact information.
  
  FirstSource Advantage, LLC
  Phone:###-###-####
  Email: ***********************************
  
  From here we advise you to reach out directly to them and dispute this order and have it sent back to Klarna. Once the order is back in Klarna’s system, we can better assist you with this issue.
  
  We hope this helps! 
  
  For any future questions or concerns, we invite you to navigate the Klarna App and our FAQs. 
  
  Have a Smoooth Day!
  
  

• Initial Complaint

  Date:07/05/2023

  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 received a promotional email regarding 50% off at participating retailers. Coach Outlet is one of the retailers that was participating, however, the mobile app kept taking me to the Coach Outlet landing page for Canadian customers. I tried to use this promotion via my PC and it took me to a greyed out screen. I chatted with an agent from the customer service team named Pranahav and they were extremely unhelpful , told me the offer had expired, and it was clear to me that they were going to give me the run around. I advised them it is not expired unless Klarna lied becaude the email states the promotion ends TOMORROW. July 6th 2023.
  
  I told the agent I do not want to wait 1-2 business days for a response from a specialist as this promotion ends tomorrow and they told me a specialist will be talking to me via chat as soon as possible. I agreed to speak with a specialist. The agent then left the chat and I got a notification saying a specialist will get back to me in 1-2 business days. The agent did not advise me of this and the agent knew I did not want to wait 1-2 business days due to the nature of the promotion expiring soon. This is highly unacceptable of the agent and it was clear they just did not want to do their job and chat with me anymore.
  
  I tried to restart a new chat and Klarna would not allow me to it seems I may have been blocked from chatting by that agent.
  
  I have since tried to reach out via Twitter , Facebook, etc and I was told they do not have access to customers information so I will need to reach out via chat or call Klarna.
  
  I am on the phone right now waiting for Klarna to answer I am number 52 in line...
  
  I am very displeased with my cust- service experience and will still purchase the item from Coach Outlet through Klarna tonight . I am hoping the promotion will automatically apply as the email states. If it does not apply Klarna should honor it. If Klarna does not honor it I will return it and use ZIP or Affirm for future purchases.

  Business Response

  Date: 07/06/2023

  Hi ********,
  
  We appreciate your inquiry regarding your reward for 50% off up to $25.00 off.
  
  Looking at your complaint, we can confirm you were unable to apply your reward to order #TDGH4FFL with Coach Outlet. We do apologize for this inconvenience.
  
  Right now, I can confirm your order has been placed with Coach Outlet but your payment plan has not yet been populated. Once your payment plan is populated, we will go in and remove $25.00 from the total balance due. We do not want you to miss out on this deal!
  
  We will have a supervisor reach out to you via email letting you know we removed $25.00 from the total balance due on order #TDGH4FFL with Coach Outlet. 
  
  We hope this helps! 
  
  For any future questions or concerns, we invite you to navigate the Klarna App and our FAQs. 
  
  Have a Smoooth Day!
  
  

• Initial Complaint

  Date:07/03/2023

  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.

  Order reference #********-1, Amount $81.00/01
  
  Merchant (Soft Serve Clothing) hasn't fulfilled items from December 21, 2022 and won't reply to emails anymore, said they would ship by June 30th and it's past that - assuming they went bankrupt and refuses to refund? Told Klarna about this and paused payments for for a while until it resumed and I refused to pay for items I haven't received.
  
  Their own app says I don't have to pay for my order until it's arrived. Contacted Klarna again today (07/03/23), and customer service said they couldn't help since it was sent to collections (when it shouldn't have)

  Business Response

  Date: 07/06/2023

  Hi *****,
  
  We appreciate your inquiry regarding order #********.
  
  Looking at your account, we were able to confirm there was an open dispute for “goods not received”. From here the dispute was closed due to the store stating the order would ship out on June 30th, 2023. Our specialists sent out an email to you on May 16th, 2023 informing you that the statement would be reactivated.
  
  From here since no payments were made on this order after the dispute was closed, the order was sent to the debt collection agency. From here we advise you to reach out directly to the debt collection agency and dispute this order with them and have it sent back to Klarna since you did not receive this order.
  
  Once we receive the order back in our systems, we can get this issue taken care of for you and write the order off.
  
  FirstSource Advantage, LLC
  Phone: ###-###-####
  Email: ***********************************
  
  For any future questions or concerns, we invite you to navigate the Klarna App and our FAQs. 
  
  Have a Smoooth Day!
  
  

  Customer Answer

  Date: 07/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20270842
  
  
  
  I am rejecting this response because:

  Already disputed with Firstsource Advantage, LLC on July 3, 2023 thru the dispute link provided in email they sent before this complaint was made — they have not responded at all, and calling has no “paper trail” so I will not be doing that.

  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 07/13/2023

  Hi *****, 
  
  We appreciate your inquiry regarding order #********.
  
  Here at Klarna, we are unable to reach out to the debt collection agency for customers due to security purposes. It can take anywhere from 2-3 weeks for the order to be sent back to our systems and fully processed from the debt collectors. 
  
  We advise you to wait a little and see if the order is sent back to Klarna due to you already disputing it with FirstSource Advantage, LLC on July 3, 2023 through their dispute app. We do recommend calling as it can be faster and you can talk to a live agent. 
  
  Once the order is sent back and fully processed in our systems, we can better assist you with resolving this issue. 
  
  For any future questions or concerns, we invite you to navigate the Klarna App and our FAQs. 
  
  Have a Smoooth Day! 

• Initial Complaint

  Date:06/28/2023

  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 tried to use Klarna to reserve an RV on *******. When the inquiry was not accepted by the rv owner on 6/11/23, it stated that my card was not charged, therefore no cancellation number was given. I understood it took 7-10 business days for the refund so I proceeded to make another card with my available balance for another site, at rvrentals.com. When that request was also not accepted by the owner of the rv on 6/15/23, the site stated again that no charge would be made to the one time card as well. I have waited the appropriate amount of time for a refund issuance and reached out to customer service chat support multiple times to be told I would be passed to a specialist that would reach back out to me in 1-2 days. I have still not received an email or any correspondence about a refund and it has been at least two weeks. Klarna owes me $ 272.06, I have paid off all purchases, and now have a spending power of zero.

  Business Response

  Date: 06/29/2023

  Hello ********, 
  
  We appreciate your inquiry regarding your down payments on your two canceled rvrentals orders. 
  
  We have reviewed your orders for you and typically these down payments are automatically refunded once the order is canceled. However these did not go through automatically for some reason. We have now refunded you these two down payments of $150.27 and $121.79 to your Visa card ending in 0362. Please allow up to 5-7 business days for these refunds to reflect in your account. 
  
  We hope this helps! 
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
  
  Have a Smoooth Day

  Customer Answer

  Date: 06/29/2023

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

• Initial Complaint

  Date:06/27/2023

  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.

  On February 1st 2023 I purchased a pair of shoes from the **** *******. Klarna offered a payment installment plan upon qualification. I submitted my request to Klarna and was accepted to do 4 installments of around $37.30. I completed the first two payments successfully. When I received the merchandise it was the wrong size and needed to be returned. I returned the item back to **** and received partial credit for the product excluding shipping and tax. Although Klarna was aware of the return instead of receiving a credit from them, My credit came directly from the seller (****). KLARNA WAS SUPPOSED TO PAUSE PAYMENTS AND ISSUE REFUND-
  THEY DIDNT. INSTEAD **** ISSUED CREDIT, AND I REPURCHASED ITEM IN FULL THROUGH THEM DIRECTLY
  I then used the credit provided and paid the additional cost for taxes and shipping for the repurchase of the item. Rather than using KLARNA the 3RD PARTY payment plan provider this time around. I paid for the merchandise in full directly to the seller. ( no installment plan needed).
  I received the merchandise and all was well. Klarna was fully aware of the return and repurchase of the merchandise directly through **** however they still processed a third installment and even attempted a 4th despite my multipole request for them not to. They have since refused to return my third installment payment of $37.30. I disputed with my bank and it is currently under investigation. also a provisional credit is underway. Klarna is still attempting to have me pay them fully for the merchandise even though it has already been fully paid for directly to the seller (****).
  Klarna has recently sent the account to collections and now I'm being harassed with e-mails for this fake debt. I'm in the process of purchasing a home and if this goes to my credit report I will hold Klarna responsible for the entire cost of the California home in which I am seeking.
  
  Requesting Refund by mailed check -$37.30
  Withdrawal of any collection activity.
  
  Order #*********

  Business Response

  Date: 06/28/2023

  Hello *******, 
  
  We appreciate your inquiry regarding your order ******** from ****. 
  
  We have reviewed your order and your previous interactions regarding this concern. As a payment processor, Klarna pays the merchant on your behalf whenever you place an order, and then you make payments to Klarna. When a return is made, the merchant should refund Klarna directly, so that we can then refund you based on the payments you've made. When you're refunded directly by the store, you are still responsible for the unpaid balance with Klarna.
  
  Although you used the refund from **** to repurchase items, you are essentially paying Klarna back now for the items you repurchased now. 
  
  Since your account has been sent to collections, if you would like to make a payment or learn more about your options we recommend you contact *********** *********, LLC at ###-###-#### or by email at ***********************************. 
  
  We hope this helps! 
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
  
  Have a Smoooth Day

  Customer Answer

  Date: 06/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20242920
  
  
  
  I am rejecting this response because: What you are essential asking me to do is pay for the merchandise twice. Its already been fully paid for directly with the seller. Klarna did not sale me the product and I am under no obligation to continue a purchase from you after being directly refunded by the seller and re-purchasing directly with the seller. The confusion came in when the seller processed my refund instead of Klarna as you indicated. according to your agreement with them that was their ERROR. If I paid the seller and you paid the seller, that logically means that the seller has your money. I'm not paying for the merchandise twice.

  The collection agency will be notified of this complaint, along with **** guidelines regarding collection on a frivolous debt , which is also a permissible complaint for small claims court.  
  
  
  
  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 06/30/2023

  Hello *******, 
  
  We do understand your concern regarding your order ******** from ****. 
  
  When you returned the order directly to the merchant, you were refunded the full price of the products. When you return an item, the refund should be sent to Klarna because Klarna initially payments for your item up front for the costs of your merchandise. So for this order you were only due a refund of $111.89 since this is the total amount of payments you had made. When you received the refund from **** you were then in the positive since you received the full refund from them of $149.19. 
  
  Your Klarna payments are now essentially still paying for the merchandise you bought with the amounts refunded to you. Since your payments were not received a late fee of $7 was added to the order, thus making your outstanding balance due $44.30. 
  
  Your order has now been referred to collections. Since your account has been sent to collections, if you would like to make a payment or learn more about your options we recommend you contact *********** *********, LLC at ###-###-#### or by email at *******************************.com. 
  
  We hope this helps! 
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
  
  Have a Smoooth Day

• Initial Complaint

  Date:06/27/2023

  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 contacted the company regarding an order that I hadn't received and they were attempting to collect money for it. After I filed the complaint with the company I received the order. I advised them I didn't want the order and wanted to return it. They assured me they would take care of contacting the seller with my complaint. They advised me to take photos and screen shots, which I did. I was told they were going to escalate the issue and someone would reach out to me. No one ever contacted me and now they are attempting to charge me over $400 for this item that is poor quality and I don't want.

  Business Response

  Date: 06/30/2023

  Hello *******,  
  
  We appreciate your inquiry regarding your order 6FCVN8G5 from Express Wig Braids. 
  
  We have reviewed your order and upon review we do see where the merchant informed us that this order is not eligible for a return or a refund since your merchandise was custom. The items are not eligible under their refund policy. 
  
  As Klarna is a third party payment service provider we must abide by the merchants refund policies. We would recommend reaching out to the merchant to see if they would be willing to assist further in this.
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
  
  Have a Smoooth Day!

  Customer Answer

  Date: 07/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20242163
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/25/2023

  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 made a purchase with Sephora on June 11th via klarna payment plan. I was charged the first payment of 38 dollars then my purchase was cancelled through Sephora due to the item being out of stock. I have been trying for almost 2 weeks to get my refund back from Klarna as well as to get the account that says “processing” my Sephora order to be removed from my account. I have spoken to someone on the chat twice , sent them my screenshots and also spoke on the phone 3 times and am not getting any real solution other them stating they will file a report that no one follows up with. This is very frustrating and I would like my refund. Thank you for any help you can provide.

  Business Response

  Date: 06/26/2023

  Hello ****,
  
  We appreciate your inquiry regarding your order 0LKHJJQXfrom Sephora. 
  
  We certainly understand your concern with your order not being canceled yet. We have now canceled this order for you on our end. We suggest waiting about 24-48 hours for this to fully update in our system for you. The authorization hold will fall off your account within 48 hours of cancellation, but it may take up to 5-7 business days for this to reflect on your account.  Since this authorization hold wasn't a concrete transaction, you may not see a credit on your account, rather the pending hold will simply drop off.  We hope this helps! 
   
  As always, we invite you to navigate your app or visit our FAQ for your future questions or account needs.
  
  Have a Smoooth Day!