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:11/22/2022

  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.

  Are used Klarna for a third-party payment app. I had attempted to make two different purchases on this day. One purchase was canceled and was never charged by ******. I have provided proof of this to the company multiple times. The other charge was for a heater I did purchase, I was charged by the company for that order and the company is also charging me for what they say is the canceled order. ****** went back through their records and proved that it isn’t for the cancel order. In fact it’s for the same heater they have already charged me for and I have paid off. Klarna is refusing to issue a refund for the partial payment they have taken for this eater twice. They are refusing to investigate on their end and see where they made the mistake. Even with all the proof from ******. I have sent them repeatedly. They are trying to make me pay For the exact same heater two different times instead of looking at their records and seeing where they made an error. They will not listen to me all day. Repeatedly say is ****** is at fault ****** took payment for the order which they are claiming is a car stereo and a very small plug-in heater, which is the order that was canceled. That is not what the ****** records show this payment was for . I don’t know what else to do. I just know I don’t wanna pay for the same heater twice because they made a mistake and they refuse to fix it.

  Business Response

  Date: 11/28/2022

  Hi ***,
  
  We appreciate your inquiry regarding order ********** from ******.
  
  We’re sorry to hear that your order was canceled! Typically when an order is canceled, the order is just closed.
  
  In this case, the One Time Card that was used for the order was charged. In these cases, we’ll need the funds back from the store before we’re able to close out the order. Our Resolution Specialists are currently investigating the issue. They’ll update you via email shortly once they’ve reached a conclusion.
  
  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: 11/29/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is the same song and dance I keep getting from you. I’m aware the card was charged. However, what I can’t seem to get you to acknowledge or even look into. It seems is the fact that the card was charged for the heater I bought after this order was declined. Which I’m being charged for twice through your company so now I’m wondering if I should go dispute that charge instead.
  
  
  
  Regards,
  
  
  
  *** ****

  Business Response

  Date: 12/09/2022

  Hi ***,
  
  We appreciate your reply!
  
  Our service is providing funds for customers. We finance the order and pay the merchant upfront for the merchandise. In this case, the Klarna service was provided. We paid the merchant and the merchant received the funds. We’ve not received repayment for the funds used.
  
  We’ve removed the balance and refunded the payment made to us as a one time courtesy. Your refund of $16.76 can take up to 7 days to reflect into your account depending on your financial institution.
  
  Have a Smoooth Day!

• Initial Complaint

  Date:11/22/2022

  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 made a return to ******* on September 14, 2022 for an order in the amount of $63.15. Klarna’s system wrongly registered that as a return on an entirely different order, that was for a much smaller amount $33.74. So Klarna pocketed the balance of $29.41 on that order. After numerous emails and manually submitting proof of the refund at *******, Klarna finally acknowledged their own mistake of issuing a refund on the wrong order. However, AFTER they acknowledged their mistake, when I followed up after a month of no response, another agent fraudulently claimed that they had no proof of the refund of the ******* order, and proceeded to create a fake order on the account for $78.93 adding the initial installment of $15.78 that they initially refunded when I manually registered the refund (which they should have refunded because they owed it to me), and started wrongfully charging me in installments for that order starting on November 8, and then again on November 22, even though I contacted them on November 1st, November 8th AND November 15 to alert them of their mistake and to ask them to not charge me fraudulently. On November 21st I received an email from their agent saying she would be pausing the installments until their system could correct their mistake so that I am “not charged again until I receive [my] refund— which they said they cannot give me a time frame for and presumably could take months. However, the following day, on November 22nd, Klarna once again wrongfully charged me another installment on the order that was fraudulently created in the first place. To date, Klarna has fraudulently charged me $57.88 on an order I returned 68 days ago, even though I have reached out to them almost 20 times over a period of two months. What is more, they still have not paused collecting installments and will do so again on December 6, and I am totally helpless to stop it. No amount of sending proof or explaining the situation in intricate detail makes a difference.

  Business Response

  Date: 11/28/2022

  Hi *******,
  
  We’ll have a Supervisor reach out to you shortly!
  
  
  Have a Smoooth Day!
  
  

• Initial Complaint

  Date:11/22/2022

  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 placed an order with *********** on 11/4/22, order #*********** for $710.76. On 11/8 two items were cancelled due to them being back ordered. I have attached an image below showing the confirmation email with the cancelled items. My order total dropped to $673.82 because of the cancellations.
  
  I then proceeded to return the whole order which *********** refunded me the full $673.82, but I was still left with a Klarna balance of $36.94. I reached out to *********** and they provided me a billing page from them to Klarna which shows they have only charged Klarna the captured amount.
  
  That $673.82 was then refunded back as you can also see on the billing statement, so I should have a $0 balance.
  
  They never charged you guys the full $710.76 because two items were cancelled. For some reason your system has not updated this and it needs to be fixed. *********** told me that you guys need to fix this on your end and suggested I send the billing page which I have also attached.
  
  I’m not sure why Klarna is not refunding the cancelled items and is still saying I owe that money. I never received the items, they were cancelled before shipment, so this needs to be fixed promptly. Please refund the remaining $36.94 that I do not owe.

  Business Response

  Date: 11/28/2022

  Hi ******,
  
  We’ll have a Supervisor reach out to you shortly!
  
  Have a Smoooth Day!
  
  

• Initial Complaint

  Date:11/22/2022

  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 did an in store purchase at ********** using Klarna. I made a return in store on October 10, 2022. I still have yet to receive my refund. I’ve spoke to Klarna several times to get my refund. I get different stories every time I call. Initially they kept telling me the issue was with the merchant and my bank which was not true. Now the latest representative said “ The refund is on the wrong account. The order number is ******** for the amount of 325.50 added on October 12th. “ Nobody there is trained to help. I still don’t have a refund in route. There was no supervisor to speak to. I have received two over draft fees from my bank because Klarna was still pulling payments. Klarna is the worst !!

  Business Response

  Date: 11/28/2022

  Hi ********,
  
  We’ll have a Supervisor reach out to you shortly!
  
  Have a Smoooth Day!
  
  

• Initial Complaint

  Date:11/22/2022

  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 placed an order on 11-10-2022 using the Klarna app for $91.17 and paid up front $45.00. On 11-11-2022 Klarna charged my card for $45.00. On 11-11-2022 the order was cancelled and the merchant confirmed that nothing had been charged on in card for the payment. Klarna is saying that they still haven't been refunded from the merchant, so they can't send me my money back. I have proof, and they have proof that they weren't even charged for the order because it was cancelled and still refuse to send me money back. It's now 11-22-2022, and I've spoken to multiple customer service agents that are all giving me the run around and asking for more information when they have it all.

  Business Response

  Date: 11/28/2022

  Hi *******,
  
  We appreciate your inquiry regarding your order ********** from *******.
  
  Klarna uses a One Time Card for the orders. After an order is placed and the one time card is charged, the billing process with Klarna begins. If there’s an issue and the merchant cannot fulfill the order, the merchant needs to refund the one time card.
  
  Occasionally the merchant will just send an email canceling confirmation, this will work as sufficient evidence and we’ll be able to cancel the order.
  
  The order from ******* has been canceled, and the refund has been issued.
  
  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:11/22/2022

  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 used klarna to finance an ***** from the company *****. I never received my product and went back and forth with ***** themselves. They were, at the time going through major legal changes within their company and often would not reply for well over a month or even two. I finally filed a dispute with klarna in which took a very long process but after almost a year I finally won and was able to get a refund.
  
  In my klarna history there are message after message about the return, dispute and my refund. Since I rightfully filed a dispute for something I never once had possession of but was paying on I have been unable to use my klarna.
  
  This morning a “manager” told me it was because I was credited back fees and I need to pay them! 1. The fees were credited back because it was a product I never got and the dispute took almost a year so I refused to pay for something I never received. 2. I owe their company nothing! I have used them for years with no problem but because I disputed something legally within my rights since I did not get it they are attempting to punish me. They made every excuse to not give me my $300+ dollars back and now this! They are even still trying to claim I owe them money for a product I never got and told me MONTHS ago it was “escalated” and then was told it was removed but now I’m being punished for removing fees FOR SOMETHING I NEVER GOT!

  Business Response

  Date: 11/28/2022

  Hi *******, 
  
  We appreciate your inquiry regarding your Klarna Account! We’re sorry to hear that you haven’t been able to make any purchases.
  
  We’d like to let you know that the order from ***** has been closed and does not require any sort of payment. No late fees need to be repaid or are open. Once we’ve removed a late fee from your account, it no longer applies to the balance and will not require payment.
  
  There are no late fees on the account. There are no active orders at this time. If you would like to make a purchase with Klarna, we welcome you to.
  
  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

  I am rejecting this response because: 
  
  I CANNOT make a purchase! For almost a year now I get an error and your managers tell me I owe money and that’s why!
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 12/14/2022

  Hi *******,
  
  We appreciate your reply!
  
  We’re able to see that there was one attempted purchase on November 28, 2022. We’d recommend trying to create a new purchase.
  
  Each purchase is a new decision. Just because you’ve been denied in the past, does not mean you’ll be denied in the future.
  
  With Klarna, you’re able to create a pay in 4 plan, interest free. You can create a payment plan for as low as $10 and as high as $1000!
  
  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 wish you guys would understand I can’t because I CONSTANTLY get an error! Is there someone jI could call?
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:11/22/2022

  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 made a return back in September and Klarna never processed the refund. I keep getting the run around in which they are investigating, then was told to go back to the store after a month even though I provided a receipt of proof of my return. After several frustrating calls and emails they claim the return was made to the wrong card and were still investigating. It has been two more weeks and still no answers. The same card they provided to make the purchase was the same card the return was processed to. I called again and now have to wait 6 business days to get a call back from a supervisor! This return was done at the ****** store September 24th. I have no sneakers and no refund.

  Business Response

  Date: 11/28/2022

  Hi *******,
  
  We appreciate your inquiry regarding your order ********** from ******!
  
  Typically when a refund comes in, the funds are applied to the One Time Card that was used for the order. On some occasions, the funds can be applied to a different order on your account.
  
  
  We were able to see that the refund of $200 was applied to order ******** from **********. This order was only for $110. The refund was used for the balance of the order. The refund was larger than the purchase, so we will be issuing a check refund for the remaining balance of $90.
  
  Please allow one week for the check to process and an additional two weeks for the check to arrive. We will be using the address on file for the refund, if this is not correct please contact us at your earliest convenience. The check may arrive sooner depending on local postal service.
  
  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:11/21/2022

  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 made a purchase at ********** for $449.40 for barstools. I did not like the barstools and returned them. ****** processed my return on Friday 11/11 for $449.40. I can even see in the Klarna app they have received the "refund"/"credit" from ******, however, Klarna refuses to give the credit to me and take the charges for the order off. They still have me set up to pay them back $449.40 over 4 payments. I have contacted Klarna now on 3 separate occasions to help fix this and I have been told something is wrong and they need to refer this to a specialist and someone will get back to me. Nobody from Klarna has ever gotten back to me.

  Business Response

  Date: 11/25/2022

  Hi ******,
  
  We appreciate your inquiry regarding your order ********** from ******.
  
  Refunds with Klarna Cards are returned to your payment method on file, as the Klarna Card is a charge card. We weren’t successful in returning the funds to your payment method, and have issued a check to the address on file. The check can then be used to pay the balance on the statement.
  
  The statement is temporarily paused to allow you some time to receive the check. 
  
  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:11/21/2022

  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.

  Klarna/******* approved me back in 2021 according to my credit report, and I have completed several orders and payments ontime throughout the past year and a half. During June - August

  Business Response

  Date: 11/25/2022

  Hi ******,
  
  We appreciate your inquiry!
  
  
  We’re sorry to hear about your denied purchase!
  
  Each purchase goes through a program which determines whether we’re able to approve financing for the purchase. Klarna looks at factors such as your credit history, your payment history with Klarna, and other things on your credit report. 
  
  Just because you’ve been approved in the past does not always mean you will be approved in the future. It also applies to the purchases being denied.
  
  Pay in 4 purchases do not reflect on your credit report. 
  
  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:11/20/2022

  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 charges my checking account 43.6) the store canceled it and klarna refused to refund me or cancel the pending charge
  
  I have a proof of cancellation

  Business Response

  Date: 11/25/2022

  Hi *****,
  
  We will have a Supervisor reach out to you shortly regarding your order from Express.
  
  
  Have a Smoooth Day!