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

2,611 total complaints in the last 3 years.
980 complaints closed in the last 12 months.

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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:03/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
World Master Card has failed to credit me for my purchase from *********************
Business Response
Date: 03/06/2025
Hello ****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** ***** (R8BR2478).

We have processed the refunds accordingly but if these have not been received as of date, please contact your bank directly for better assistance at this time as we are not partnered with **********. Thank you and have a great day.
Customer Answer
Date: 03/06/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23003763

I am rejecting this response because: kindly let me know what bank I need to check with.

Regards,

**** **********
Business Response
Date: 03/07/2025
****,
You will need to contact the bank associated with your Mastercard connected to the card ending in 6254.
Initial Complaint
Date:03/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pantsuit from Stylewe and was paying though klarna. I received the suit on 01-30-25. The suit was returned Stylewe received it on 02-05-25. Klarna continue taking money out of my account. Two payments were taken out. I informed Stylewe that I was wanting a refund was told klarna is going to give me a refund. I have been going back and forth with the two companies. On today 03-04-25 I received a refund of ten dollars.
Business Response
Date: 03/04/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Stylewe (B908T4R8).

We have reviewed your concern regarding your refunded order. The merchant refunded $120.99, and you made two payments totaling $73.99 ($36.99 and $37.00). The partial refund left a balance of $26.98 which was taken out of your made payment. The remaining $47.01 was then refunded back to your original form of payment. Please provide a return receipt if you believe the correct amount was not returned to you. Thank you.
Customer Answer
Date: 03/17/2025
Ok
Not understanding how they can take my money and give some not all of my refund
The only proof I have is my bank statement.
Customer Answer
Date: 03/18/2025
****** ****** <****************************>
Attachments
11:20 AM (2 hours ago)
to Better
Business Response
Date: 03/18/2025
******,

The provided screenshot shows the $37.00 and $10.01 adjustments/refunds. There are no further actions needed.
Customer Answer
Date: 03/18/2025
Klarna took ***** from my account now they are telling me that I owe them 26.00
Not understanding why.
Customer Answer
Date: 03/18/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23017995

I am rejecting this response because:
Klarna took ***** from my account now they are telling me that I owe them 26.00
Not understanding why.

Regards,

****** ******
Business Response
Date: 03/19/2025
******,

Please review the attached screenshot. There are no additional refunds due to you or any payments due from you. If you are expecting a full refund of the $73.99 rather than $47.01, please contact the merchant for the remaining $26.98. Thank you.
Initial Complaint
Date:03/03/2025
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.
On November 2nd, I received an email promotional offer from Klarna. It stated that if you spent $35 or more and chose ***** *** at Checkout to pay later you would get $5.00 off. I set up Klarna though ***** *** and the only option it gave me was a Klarna card. The terms and stipulations (which I have attached) did not state this would disqualify me from the promo. I received my order confirmation from Sephora and Klarna. It did not include the $5 off. I contacted Klarna immediately, they said it was nothing they could do but escalate it to a "special team". 4 months later, they have denied every CS request I've had "escalated" because they claim the promo doesn't apply to Klarna cards. I have shown them their own email repeatedly. And these people have put me through the ringer for 4 months over 5 measly dollars. They are pathetic. Especially since I have a high spending amount approved due to years of service with them. I hope it was worth this hassle and losing a customer forever...over $5. Shame on you!
Business Response
Date: 03/04/2025
Hello *****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (********).

We have reviewed your concern and previously we have explained the promo did not apply to using your Klarna Card via ***** *** as this is a whole different Klarna product that regular Pay in 4. As a courtesy, we credited the order on February 13. This took the order from $120.42 to $115.42. There are no additional asjustments due. Thank you and have a great day.
Customer Answer
Date: 03/05/2025
I accept the business's response to resolve this complaint. I see the $5 was finally credited after endless chats and emails going back 3 months. Ridiculous.

Regards,

***** ****
Initial Complaint
Date:03/01/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Klarna has taken a payment from my bank account yesterday, at the sum of $183.27. This purchase says it was through *******, I did not make this purchase at ******* nor did I use Klarna to make any purchases. This is completely absurd since this is the second time that I have had issues with Klarna, taking payments with the wrong amount and then saying that the payment was not made and now taking a payment of something I havent even ordered.
Business Response
Date: 03/03/2025
Hello Josee,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* CA (LSH72DH6).

If you believe that this order is Unauthorized, we recommend placing the order under dispute in your Klarna app. You are welcome to follow the prompts below.

Access the Klarna App:

Open the Klarna app on their mobile device.
Locate the Order:

Navigate to the "Purchases" section to find the specific order they wish to dispute.

Initiate a Dispute:

Select the order and look for the option to report an issue or dispute the purchase. This option is typically available within the order details.

Follow the Prompts:

Follow the on-screen instructions to specify that the dispute is due to an unauthorized purchase. The app will guide them through the necessary steps to submit the dispute.

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

Customer Answer
Date: 03/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23007921

I am rejecting this response because: it is inadequate that this company is able to take payments out of my account without any authorization, this amount has nothing to do with me making a purchase, this is an issue on their end. I should be compensate for their mistake since this put me in rears with upcoming bills. This is completely irresponsible from them and should not happen. I will not recommend Klarna to anyone nor will I be using them in the future

Regards,

***** ********
Initial Complaint
Date:02/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Once again about Klarna, I use the Klarna ***** app to pay the purchase something in **** store. I did however, returned that to the store **** did not get the money back and the store **** has the item that I return and also provide me that they did receive the that Klarna did receive the return
Business Response
Date: 03/03/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Nke (ZWW5VBQL).

We have reviewed your concern regarding your returned order. Please provide more detail regarding the return. How much was the return? Also please provide a close up of the receipt showing the return amount and the destination of the refund. Once received, we will take a deeper look into the matter. Thank you.
Customer Answer
Date: 03/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23002330

I am rejecting this response because:

Its because the problem wasnt resolved Klarna as you can see the two photos of the return, And Klarna statement asking for a payment of $17.38 which supposed to be a return I have the receipt receipts that I returned the item I should not be paying for that so I need this to be resolved. Its not fair for the other customer. getting **** So please help me out resolve this to this company cause *** been trying calling them. Talk to the customer service three times and they still telling me that I have to pay for it nor the **** store is telling me that they receive the payment payments so they have nothing to do with it except Klarna
Business Response
Date: 03/03/2025
******,
Please provide the Klarna Reference for the order, the original order total, the order date, the refund total and please provide more detail as to what card was presented at the point of return (6753 is shown on the receipt). There is one return dispute found on your November 16 **** order, ZWW5VBQL, but the one-time card used for the purchase ends in 0845, not the listed 6753. We have not received a refund for any **** orders from what we can see.
Customer Answer
Date: 03/03/2025
This is my original receipt before I made a returns. I use Klarna through ***** Pay and this is what ***** Pay card shows and thats what **** store refunded.
Customer Answer
Date: 03/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23002330

I am rejecting this response because: This is my original receipt before I made a returns. I use Klarna through ***** Pay and this is what ***** Pay card shows and thats what **** store refunded.

Regards,

****** ******
Business Response
Date: 03/04/2025
******,

A refund of $17.38 has been processed back to your original form of payment. Please allow 1-7 business days to see this reflected on your end. Thank you and have a great day.
Initial Complaint
Date:02/27/2025
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.
Hi, I purchased a mattress topper from *************. I used the payment Klarna to order it and paid $0 to start and would make monthly payments after that. I returned the item and the return never reflected on my account. I didn’t need a refund since I paid $0 I just needed it reflected on my account that it was returned and then taken off my account. Instead I was told repeatedly that ********* had refunded me outside of Klarna and they wouldn’t take it off my Klarna account. Then they finally said they refunded it to an order from **** ****** I don’t even know if I’m keeping the **** ***** order and now they won’t do anything to help. I told them if I return it, **** ***** is not going to refund the ********* order and they said we will deal with it later. This is an unacceptable way to handle business and I would like help dealing with them since I have no Credit Card Company to contact about this since it went through Klarna. Thanks for any help!
Business Response
Date: 02/28/2025
Hello *********,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order ********.

We have reviewed this matter and this was correctly addressed. We are unable to reroute the refund being sent to the original one-time card due to ******s end-to-end encryption, meaning the merchant's refund was not able to be matched up with the order it came from. If you choose to return the **** ***** order, we will adjust the ********* order as needed. Due to the **** ***** order being refunded when you have not made a return, we are unable to remove the balance for that as well as the intended ********* order. As a courtesy we have applied a $30 credit towards the order for the trouble. Your remaining balance for the ********* order that is being paid for the **** ***** order is, $87.42 at this time. Again, if you decide to return the other order, we will refund accordingly. Thank you and have a great weekend.
Customer Answer
Date: 02/28/2025
I accept the business's response to resolve this complaint.

Regards,

********* ****
Initial Complaint
Date:02/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a product from a company and made my payments through Klarna. I returned the product in December 2024 - and provided proof to Klarna that the product was returned and received by company. I have been awaiting my refund from Klarna since January 14th and Klarna will not refund my money.
Business Response
Date: 02/27/2025
Hello ********** -
Klarna is in receipt of your complaint, ********, in regards to order ******** with ******.
After reviewing the evidence you provided showing that Nadula has received the return, Klarna has determined that you should not be held liable for this order.
Your payments of $26.61, $26.62, $26.62 and $26.62 have been refunded as of February 27th, 2025. Please allow 5-7 days for these funds to populate in your account.
There is no further action required on your end.
Thank you for your time and have a wonderful day!
Initial Complaint
Date:02/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used Klarna's pay later option to purchase a coffee table that was listed in partnership with Klarna. I made an initial down payment of $60+ toward the $130 balance. The coffee table never arrived and I contacted the merchant, EP ***** Boutigue and received no response repeatedly, and they have since shut their website down. Klarna is refusing to refund my money, and repeatedly asking for proof of correspondence of which I cannot provide because it is a fake merchant that they are advertising and working with. I have sent as much as I possibly can to assist them but I am at the end of the line and still have not been refunded my money
Business Response
Date: 02/26/2025
Hello *****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order, 42M1F0WQ.

We have reviewed this matter and at this time your payments of $32.49 and $32.50 have been returned to their original forms of payment. Please allow 1-7 days to see this reflected on your end. We hope this addresses your concerns at this time. Have a great day.
Customer Answer
Date: 02/26/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22992587

I am rejecting this response because: I just got off the phone with Klarna and they are stating that if they can still re open the case and charge me the full amount. I would like a written documentation stating that this case is CLOSED and they forfeit their ability to reopen the case and change me the full amount.

Regards,

***** ******
Business Response
Date: 02/27/2025
*****,

The order is already closed and refunded. Have a great day.
Customer Answer
Date: 02/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22992587

I am rejecting this response because:
As stated, I would like written confirmation on this.

Regards,

***** ******
Initial Complaint
Date:02/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a balance with klarna that was sent off to a debt collection agency for payment collection and I paid them off and handled my debt to klarna on June 10th 2023 for a total of $1809.12 .
Now two years later January 2025 I received an email from Klarna stating I owe them $1107.59 when I havent used Klarna for any new purchases and Klarna states this balance is due for the previous account that was settled with the debt collection agency. I contacted the debt collection agency and confirmed the balance had been handled and submitted evidence to Klarna but the only response from Klarna that I continue to receive is that they are looking into the issue and to bare with them. There is no communication unless I ask for updates and there have been no updates.
This issue has been going on for almost 3 months with no end in sight or real responses as to what is going on with the balance. This is a huge discrepancy and Klarna needs to handle this issue appropriately. The debt collection agency confirmed payment to Klarna.
Business Response
Date: 02/25/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Etsy (XL6J7KSV).

We have reviewed your concern and at this time we have forwarded this to the appropriate team to have looked into. We will update you once there is one. Thank you.
Initial Complaint
Date:02/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 28, 2024, I placed an order with ***** using Klarna as my payment method. The order was split into two shipments:***** Package: Delivered on December 10, 2024, to my complete address and left at my apartment door.SpeedEx Package: Marked as delivered on December 10, 2024, but never received.
Upon noticing that my SpeedEx package was missing, I reviewed my Ring camera footage, which confirmed that only the ***** package was delivered. After speaking with my neighbors and checking my building, I reported the issue to *****.
Upon further investigation, I discovered that SpeedEx delivered the package to my buildings vestibule not my apartment (4H), which was clearly provided in my shipping details.This improper delivery resulted in my package being stolen. I attempted to pause my payments with Klarna while resolving the issue, but Klarna refused, stating that the package was delivered per SpeedExs records.
However, Klarna is ignoring the fact that the delivery was incomplete and not to the correct location.
Why This is a Problem:
1.***** & SpeedEx failed to deliver my package to the correct address (my apartment). Delivering to a shared vestibule in an apartment building is not secure and goes against proper delivery protocols.
2.Klarna is forcing me to pay for an item I never received due to a delivery error beyond my control.
3.Neither company has provided a resolution, leaving me financially responsible for someone elses mistake.
Resolution Sought:
Klarna must pause or cancel the outstanding balance related to this missing package.I expect a fair resolution, as I should not have to pay for an item I never received due to SHEINs courier failing to deliver i
t Klarna to cancel the remaining payments for the missing package.I have proof supporting my claim, including my Ring camera footage, SpeedExs delivery photo, and my communication attempts with both companies.
If this matter is not resolved fairly, I will escalate it further.
Business Response
Date: 02/25/2025
Hello Jowen,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (F3VKGT07).

We have reviewed your concern regarding your order JVKRL4WV. When you placed a dispute on the order, we reached out to the merchant. They then provided us with valid tracking details and this is not covered within our buyer's protection program. You can find the tracking listed below. We have found no reason to hold the merchant responsible for the order.

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

Klarna is only the payment processor therefore we are not responsible for any shipping and handling of any goods or services. Our disputes team has investigated and resolved this matter. You will need to contact the merchant and/or carrier for further assistance. The remaining balance of $125.64 remains owed on the order. Thank you and have a great day.
Customer Answer
Date: 03/04/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22982494

I am rejecting this response because: I have been unable to get into contact with ***** and speeded yet you all claim to have spoken to them and resolved this issued I will again provide screenshots of my communications with ***** in which they were only providing generic responses and also how can I be held liable for something that was not delivered to the the correct address

Regards,

***** ******

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Klarna Inc. is NOT a BBB Accredited Business.