Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,606 total complaints in the last 3 years.
989 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/27/2022
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.
5/20/2022: I see a charge on my Klarna account from Amazon for $363.15 with the following order reference ID
*********** I dispute the charge because I did not place this order, and I did not receive this item. I contacted Amazon, and they have no record of this order, and it does not appear on my Amazon account or on my son's Amazon account that is tied together as a family plan. I do not have sufficient info for Amazon to trace as they need a number that appears on the credit card statement that I do not have.
5/23/2022: I received a refund from Klarna for this disputed charge of $363.15.
5/24/2022: Klarna RE-POST the charge from Amazon for the same amount of $363.15; this time, the order reference ID is *********** On or about 5/24/2022, I contacted Klarna again, and another dispute was open. I once again provided all the information they asked for, such as whether or not I contacted the Vendor and when (I provided that info several times along with the chat transcript from Amazon). I was told everything would be resolved by the end of June. The end of June rolled around, and I received an email that they closed the dispute because they did not receive the required information from me and that payments would resume.
Again, contacted Klarna and was assured they would take care of it, and opened another dispute. This cycle continues several times from May to current; where I have to contact Klarna and they can only open a dispute, only to have the dispute closed out, saying they didn't receive the required info (although they were provided all the info requested).
11/16/2022: The latest dispute opened.
11/25/2022: Get an email saying they closed out the dispute, that they cannot take liability for this charge, and that they will resume payment.
I can never speak to someone from the disputes dept. and no one replies when you reply to the email sent by the disputes rep.
I did NOT make this transaction and will not pay for something I did not do.
Business Response
Date: 12/02/2022
Hi *****,

We appreciate your inquiry!

We'll have a Supervisor reach out to you shortly!

Have a Smoooth Day!
Initial Complaint
Date:11/27/2022
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.
Klarna was having a promotion with ************** where if you spend over $150 using Klarna pay in 4 payments. Klarna would make your 4th payment. Well I completed my 3 on time payments and I waited for klarna to pay my last payment I even confirmed with customer service he told me to don’t worry about it klarna will pay it. Well now klarna has not paid it and has sent my balance to collections for the final
Payment of $71. I want klarna to remove the collections from my credit report and 0 out my balance
Business Response
Date: 12/02/2022
Hi *********,

We appreciate your inquiry!

We'll have a Supervisor reach out to you shortly!

Have a Smoooth Day!
Customer Answer
Date: 12/02/2022
I accept the business's response to resolve this complaint.

Regards,

********* ********
please contact me at ###-###-####

thank you
Customer Answer
Date: 12/06/2022
From: ******* **** <********************>Date: Mon, Dec 5, 2022 at 5:03 PMSubject: Re: Reopen compliant 18468653To: [email protected] <[email protected]>Here’s my email receipt On Mon, Dec 5, 2022 at 12:27 PM ******* **** <********************> wrote:BBB complaint # 18468653HelloI need to reopen this case due to Klarna reached out to me but closed the case saying my purchase wasn’t made online. Yet in fact the purchase was made online and I entitled to the $71 promotion to my Klarna account. Even on the Klarna app it says I shopped on Finishline.com. Thank you********* ******************************
Business Response
Date: 12/12/2022
Hi *********,

We appreciate your response!

We’re currently investigating the issue. We’d like to thank you for waiting as we investigate this issue further. We’ll contact you via email with the results from our investigation.

Have a Smoooth Day!
Initial Complaint
Date:11/27/2022
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 used Klarna before a few months ago and I had ended up getting sick and out of work being able to not make any payments at all. When I was able to make the payments finish. I was returning to do another purchase but kept getting declined. I feel as if that isn’t fair. I couldn’t make the payments cause I was sick and also it was so hard trying to get an extension on the payments.
Business Response
Date: 12/02/2022
Hi ********,

We appreciate your inquiry!

We'll have a Supervisor reach out to you shortly!

Have a Smoooth Day!
Initial Complaint
Date:11/27/2022
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 Nov 26th 2022 i was putting in a order at Joan.com for there black friday deals. Klarna offered a 50 deal to use there site Klarna.com. you get 50.00 off your total order. my order came to 233.71 at Joans. minus the 50 at klarna.com the order came to 183.71. what a deal! thats what i thought anyway!! I drove all the way to my bank in the evening time in the cold to put the 200 in my bank. to cover the order. i went to finish the order at klarna.com it went threw back to joans website. when it got back it said ( sorry ) CSRF Token mismatch ? strange to see that!. i looked at my cart everything i order was still in my cart. i went back to klarna.com there was no order. back to joans no order. checked my bank the money was taken 183.71. i got hold of customer service she had no clue what a token mismatch was and was going on about Klarna.com takes 25% of the order money. i told her they took the whole amount of the order. she asked if i had a confirmation code for the order i did not get one in my email. there is no trace of orders and my money was taken!! she said i could get my money back in 1 to 7days. i explained to her this was a one time deal beings it was black friday deal. and they took my money. how am i too get this deal now. it will be over before 7 days!! it also states in the What should i do area! that if you pay in full which i did! then you can establish credit. they also denied me for that! my credit is good! they pretty much did not care about my situation or about taking my money ! they are a terrible un-sympathetic company and i believe they rip people off without remorse! how to ruin my kids Christmas !! will not trust them again ! nor will i recommend this company ever!!
Business Response
Date: 12/02/2022
Hi *****,

We appreciate your inquiry!

We'll have a Supervisor reach out to you shortly!

Have a Smoooth Day!
Initial Complaint
Date:11/26/2022
Type:Customer Service 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 was able to pause my payments one last time for 30 days but I have 4 orders on my account that I was told I could not pause any longer. This was not the case when I contacted klarna almost a month ago. They told me all orders would be available for pause one last time. I am begging with mlarna to please help me out with my 4 reaminding orders to please pause for 30 days so that I can collect the money and pay them. I have all intentions of paying my balances but I cannot do so at this present time.

Orders are:

**********
H4L33RP4-1

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

All I’m looking for is a one last courtesy.
Business Response
Date: 12/02/2022
Hi ****,

We appreciate your inquiry!

We'll have a Supervisor reach out to you shortly!

Have a Smoooth Day!
Initial Complaint
Date:11/26/2022
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 use Klarna to make purchases which i returned some was suppose to get refunds.for a number of transactions but they never did.I reached out to them several times and was informed issue has being escalated and some one shld reach out to me .but no one did .I have being going back and forth with them and no resolution.they have simply refused to give me my money back .the uploaded attachment with the green highlights am suppose to get the money for
Business Response
Date: 12/02/2022
Hi *****,

We appreciate your inquiry!

We'll have a Supervisor reach out to you shortly!

Have a Smoooth Day!
Initial Complaint
Date:11/25/2022
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 originally did Klarna to make a purchase from.Chic Me. I used the site as I was insure of if this was legit.
I purchased. Never got the product. Told them to not bother sending the product. They never responded. I made 2 payments . I requested a refund since the stuff never came and I canceled it. klarna says they spoke with the business and says that I got the stuff they sent. I havent gotten a thing from them and dont want it after someone I know recieved items from them and it was trash. I want a full refund for what was paid . and I want the harrashing emails saying the same things to stop as they are ignoring what I reported to them.
purchase was made early Oct. 2022.
Business Response
Date: 12/02/2022

Hi ******,

We appreciate your inquiry regarding your order ********** from ChicMe!

We’re sorry to hear that you’ve experienced issues with the order! We always want to know when there’s something wrong with your order.

Klarna provides financing for the order and pays the merchant upfront. We don’t handle anything relating to merchandise or shipping. Any issues with merchandise or shipping needs to be resolved by the merchant. We’ve designed a dispute process where our Resolution Specialist will be able to review any issues.

In cases where goods are not received, we’ll request information from you and then attempt to contact the merchant. After the Resolution Specialist contacts the merchant, the merchant has an opportunity to provide supporting documentation that the order was shipped. We require merchants to provide tracking information on shipped products. This is our main piece of evidence.

Once an item states that it has been delivered, we are no longer able to hold the merchant liable for the order. As the merchant provided valid tracking information, we would normally suggest filing a claim with the carrier.

We’ve already performed a write off on the order meaning we’ve taken responsibility for the order. This was a one time courtesy. We’ve also refunded the payments made towards the order. For more information regarding your refund, please review the email sent on November 28, 2022.

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:11/25/2022
Type:Customer Service 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 Klarna on 11/25/2022 because I was unable to make a purchase. It said I had a failed payment, which I was more than happy to pay, however I could not find the failed payment. It took THREE chats and so many lies before I finally got an agent to tell me that I accidentally made an order under a different email. No problem, I'll pay it. I added my card to that order to make the payment. However, I Can not process the payment. I contacted klarna AGAIN and was told that the payment was with a debt collector true accord. No problem, I call them to make the payment and they tell me that they no longer have the debt. I contact klarna back again and they tell me that's incorrect. All this over 17.88. There is no way to speak with an actual human and the customer service is awful.
Business Response
Date: 12/02/2022
Hi *******,

We appreciate you reaching out regarding your order ********** from ****.

We’re sorry to hear you’ve had some difficulty in trying to pay for the order. We’d like to apologize if there was any miscommunication. We use similar responses to ensure clarity.

We’ve removed the remaining balance on the account. There is nothing left to pay on the order. You’ll be able to make orders as soon as you would like.

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: 12/03/2022
it still says I have a failed
payment and in the process of trying to get this resolved my line of credit has been lowered from 700
dollars to 400 dollars. In addition no one from Klarna has reached out to me. If they did they would know it’s not resolved
Regards,

******* *****
Business Response
Date: 12/14/2022
Hi *******,

We’ll have a supervisor contact you!

Have a Smoooth Day!
Initial Complaint
Date:11/25/2022
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 an award for being a good customer with Klarna but they have changed their reward system where I usually select ****** for the gift card this time it was other sites I really didn't frequent. I did need to purchase a flight for the 27th of November and saw a website called *********** ********. I booked a flight and after it went through the date was incorrect. I'm not sure how that happened but I tried to call *********** ******** and the number does not work. I have reached out via email and nothing. No response. I reached out to klarna for assistance with canceling so I can switch the flight to the correct day and they told me to keep trying to contact the company. Upon reading reviews about *********** ******** others state the same thing there is no way to contact this company. I even made an attempt to challenge Klarna for advertising and pushing rewards for this company who seems to be participating in fraudulent and misleading practices. I had to pay for a rental since I couldnt get help from Klarna and *********** ********
Business Response
Date: 12/02/2022
Hi *****,

We appreciate you contacting us in regards to your order ********** from *********** ********! We’re sorry to hear that you need to cancel your flight.

We’d like to let you know that Klarna utilizes an in-app browser. This means that you’re able to access any website from the Klarna app. Using an in-app browser does not mean we promote or prefer customers to use one company over another.

We do have partnered merchants with Klarna. These merchants are companies that have proven themselves to Klarna by ensuring great customer service and product delivery. *********** ******** is viewed as a partnered merchant with Klarna.

Klarna is a third party payment provider. We provide funding for the purchase and pay the merchant upfront. We do not cancel or modify orders. Any requests for modifying or canceling an order need to be addressed by the merchant.

The booking confirmation will have the necessary information regarding contacting the merchant and if there is a cancellation fee. Customers are responsible for cancellation fees and any other fees associated with canceling the flight. If the flight is non-refundable, Klarna will not be refunding and canceling the order.

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: 12/05/2022
there is no way for me to contact them which was in my original complaint. The number is not a working number and that’s the only number to reach them. If f you check the reviews everyone says the same thing there is no way to contact this company. I have called numerous times and the number doesn’t work and I have emailed and no response.
Klarna also has a duty to its consumers like myself that the businesses they represent on their site are reputable businesses as well. This wasn’t a website I looked up on my own this was an rewards offer KLARNA promoted. Let’s please work on a better resolution than just an “Oh well” actually research that company yourself, try to call them and get ahold of someone! The responsibility isn’t on me if the information provided isn’t legit. I did my part trying to cancel within the allotted time frame. Please treat me as a consumer and not just another stream of revenue.

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

Regards,

***** ******
Business Response
Date: 12/14/2022
Hi *****,

We’re sorry to hear you’re still experiencing issues with contacting *********** ********.

We’ve placed a dispute flag on the order. Our Resolution Specialists will look further into the issue. You’ll receive an email from our Resolution Specialists requesting information regarding the order. Please provide all the pieces they ask for.

After they have all pieces of information, and with permission, we will attempt to contact the store on your behalf.

Once we get a response, we will be able to come to a resolution and we will be able to offer this resolution to you!

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: 12/14/2022
I accept the business's response to resolve this complaint. My acceptance of this is contingent upon the outcome. There hasn’t been an official resolution so as of now it is pending. I will update as soon as a resolution is finalized.

Regards,

***** ******
Business Response
Date: 01/20/2023
Hello *****,

We appreciate your inquiry regarding your order ******** with *********** ********.

This merchant did reply to our request for further information regarding your flight through our Resolution Specialists. They forwarded us a copy of the email confirmation you were sent when you first placed your order. In this confirmation there is a link in which you may contact the merchant directly through their own website.

Since Klarna is a third party payment service we must comply with the merchants refund policy. As per the dispute directly with the merchant, the airline did not receive any notification within the specified time frame of cancelation. You were advised at the time of booking that the flight was nonrefundable There were other options of contacting the merchant rather than phone thus we must stand by the merchant's refusal to refund this based on their terms and conditions. You may view their terms and conditions here:

https://www.*******************.com/terms-and-conditions

Klarna will not be refunding or canceling this order.

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!

Customer Answer
Date: 01/20/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18462950

I am rejecting this response because: I tried all methods phone email and filing a report and I didn’t want it refunded at the time I wanted it changed to the correct date and they gave me no reply and to this day STILL HAVENT responded…I’m now moving forward to report you both to the attorney general and will continue to escalate this matter until it is resolved in an ethical way…other complaints of Klarna and *********** ******** participating in shady and unethical business practices will be enough to get their attention. Same issues SAME complaints for *********** ********.

Regards,

***** ******
Initial Complaint
Date:11/24/2022
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 or about September 22, 2022, I purchased an item in the amount of $128.00 from Free People using Klarna. On or about September 28, 2022, I registered the return with Klarna. On October 1, 2022, I mailed the return to Free People. On October 1, 2022, Free People returned the total amount of the purchase to Klarna with an invoice number. On October 14, 2022, Free People received the return and marked it “returned” on my customer account page.
On November 18, 2022, I received an email from Klarna’s Dispute Resolution team indicating that they contacted Free People regarding an order which was different than the order # I have with Free People. Additionally, the email requested “a valid proof of postage or tracking number with an itemized list of goods returned.” I responded with the documents requested. On November 23, I received another document request asking for the same materials. I complied. Klarna has threatened to restart my payment plan on the item I returned that the merchant marked returned. I would like some help resolving this issue as I am getting nowhere dealing with Klarna alone.
Business Response
Date: 12/02/2022
Hi ******,

We appreciate your inquiry regarding your order ********** from Free People!

We’ve sent an email letting you know that the Klarna dispute has been closed from your end. We’ve issued a refund of $32.00 to your Mastercard ending in ****. The refund was issued on September 28. Occasionally it can take a week for the refund to process. We’re able to see that it has been successfully refunded.

We hope this helps!

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!

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Klarna Inc. is NOT a BBB Accredited Business.