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:09/08/2025

  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 placed the order through Klarna for ****** the total was 81.27 It was supposed to be delivered September 2 but due to the ****** driver placing my items outside in the mail area it was stolen. I contacted ****** and they assured me that they were going to refund me back 74.52 fast-forward today, September 7, I contact ****** asking was my payment refunded and they told me yes it was refunded September 2 back to Klarna so Icontacted customer service live chat and ask have they received my refund back first I was told no then I looked at my information And they put that it couldn’t be loaded back to the original car for the refund for some reason so I asked and they gave me no answer so I told them so where is my refund? Where is my money and I was told that the 74.52 klarna use it to pay off some of the balance that I have and I said wait what and she said yes we paid off some you have I said no one ever told me anything normally when you get a refund from Klarna they send you an email which I never got Iasked her why not she couldn’t give me an answer. I didn’t say no one informed me that you guys were going to take my money and Pay payment that was not due. I never consented to that. I was never asked. I never got an email and I would have known nothing about this if I never would have checked up on it myself so I told her the balance for ****** is still on my account at Klarna because they decided to take the refund money And pay off other balance so I’m stuck with the ****** bill and pay for product that I never received. That was the whole reason why I got a refund and they took it upon themselves to take the refund money and pay off some items that I had which was not due I asked where? in the policy and I got no they stole my money and I want it back. When a refund is issued back to Klarna, they are supposed to email you and let you know that you have received your email and Never even got that not a confirmation.

  Business Response

  Date: 09/11/2025

  Hello, 
  
  
  This is in response to BBB complaint ********. 
  
  
  The customer had a feature called "faster refunds" enabled which allows customer to receive their refunds fast by putting the funds into their Klarna Balance account. Funds in the Klarna Balance can be used to make new purchases or to make payments on existing orders. 
  
  
  The customer could have used the funds to make payments towards the ****** order in question, however, their next payments that were due were for ****** and *******. 
  
  
  We have included an attachment showing the activity from the Klarna Balance. 
  
  
  However, after a review of the customer's interaction with our customer service team, they repeatedly provided inconsistent and inaccurate information. 
  
  
  Due to the poor handling of this case, the remaining amount of the ****** order has been written off. We will not attempt to collect anymore payments on that order. 

• Initial Complaint

  Date:09/07/2025

  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.

  Topped up 50 usd on 08/29/2025 thinking I could use the money instantly and on almost any purchase. Once I tried to use it, thing says I need to add a card, and more money. Once I added 10 extra usd, says my card is invalid followed by prepaid cards not accepted. My card is not a prepaid card, and support keeps telling me otherwise. Can't get my money back, no matter what, can't even charge back. This site is a scam, and they know it

  Customer Answer

  Date: 09/09/2025

  
  
  ***** ******* <*********************************>
  Attachments
  1:25 PM (28 minutes ago)
  to disputeresolution
  
  
  These screenshots are of me trying to use klarna, of what the app says in order to use my credit (which I was never able to use), me talking to support and when I tried to use my credit. The other screenshot is of my attempts to communicate a resolution with klarna, none of which were helpful or successful. If need more, let me know and I'll try to send more. Thanks. 
  80136460D637A 

  Business Response

  Date: 09/12/2025

  Hello *****,
  
  Klarna is in receipt of your complaint 23851835. We appreciate your inquiry regarding your Klarna Balance.
  
  We understand your concerns regarding your Klarna Balance and would be happy to look into this for you. At this time, in the **, customers cannot withdraw their balance or transfer into their personal bank account. You can use your Klarna balance account to pay for orders placed with Klarna partnered stores. To use a Klarna Balance account at checkout, you can follow these steps:
  
  - Select Klarna Balance as Payment Method: During the checkout process, Klarna balance will appear as a payment option under "Pay Now." Customers can choose this option to make purchases directly from their Klarna balance account.
  
  - Confirm Purchase: Once the Klarna balance is selected and the purchase is confirmed, the money will be deducted from the Klarna balance account.
  
  - Sufficient Funds Requirement: If there are insufficient funds in the Klarna balance, the option will be greyed out and cannot be selected.
  
  - Settling Invoices: Customers can also use their ********************** balance to settle invoices in the Klarna App. If the available balance is not enough to cover the full amount, split settlements are offered, meaning the remaining amount will be charged to another payment method.
  
  -Requirements: The Klarna Balance is not able to be used by purchasing gift cards or creating one-time cards.
  
  Thank you and have a great day.

  Customer Answer

  Date: 09/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23851835
  
  I am rejecting this response because:

  1. Why have the option to "pay with credits", but no further option to explore your options or even signaling what you're agreeing to. It's simple to say "Oh, yeah let me just use my credits", but then turn a blind eye when a person wants to use them. It should be made more clear that you need certain things in order to use said credit. 

  2. All of the things listed have already been known, as I spoke to support quite a few times. I charged back the 10 dollars, why not the 50? Seems to me like your app is failing, as support told me that they were having trouble with the app around 2 weeks ago, and that's why I couldn't use my money. Do you all just decide to take money and fix your app when it's failing? 

  3. Why not make things more understandable? Before or during the adding of money, why not put a disclaimer? "Before adding credits, you must first read on how me may steal your money if you don't know how to use Klarna" for example. It'd be much simpler if you told your customers that you had strict ********************** usage, and that you can only buy one thing and owe much more than what you were wanting to spend.

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

  Customer Answer

  Date: 09/12/2025

  It is clear that they only have an automated machine answering these as I saw that the same message was basically sent. They explained that I needed to use a trusted seller, but I did, multiple times in fact, and still no results. It's clear that they don't want to give me my money since they know they're in the wrong. I've contacted them multiple times now, all saying that I need to wait days if not weeks, and still nothing works. I just want my money back, and never use this service again

• Initial Complaint

  Date:09/06/2025

  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 added money to my Corna balance. I am unable to use my car balance and they will not refund me my money. I have complaints for months and they are not giving me an option to send my money back to my bank account. It’s fraud you’re not even allowing me to. Get my money refunded

  Business Response

  Date: 09/11/2025

  Hello *******,

  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Balance.
  
  We understand your concerns regarding your Klarna Balance and would be happy to look into this for you. At this time, in the US, customers cannot withdraw their balance or transfer into their personal bank account. You can use your Klarna balance account to pay for orders placed with Klarna partnered stores. To use a Klarna Balance account at checkout, you can follow these steps:
  
  - Select Klarna Balance as Payment Method: During the checkout process, Klarna balance will appear as a payment option under "Pay Now." Customers can choose this option to make purchases directly from their Klarna balance account.
  
  - Confirm Purchase: Once the Klarna balance is selected and the purchase is confirmed, the money will be deducted from the Klarna balance account.
  
  - Sufficient Funds Requirement: If there are insufficient funds in the Klarna balance, the option will be greyed out and cannot be selected.
  
  - Settling Invoices: Customers can also use their Klarna balance to settle invoices in the Klarna App. If the available balance is not enough to cover the full amount, split settlements are offered, meaning the remaining amount will be charged to another payment method.
  
  -Requirements: The Klarna Balance is not able to be used by purchasing gift cards or creating one-time cards.
  
  Thank you and have a great day.

  Customer Answer

  Date: 09/11/2025

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

• Initial Complaint

  Date:09/06/2025

  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 ordered an air bnb through the app got a refund the money came off my debit card but went back to the Klarna app when I tired to get the money out of the Klarna account I was informed that I couldnt I am in **************** trying to get my uncle that died body shipped to *********** so we can bury him and that money was for my hotel I may end up sleeping outside on the ground bc I cant get my money back.

  It was never told to me that if I make a payment through their app that I couldnt get my money back if it was refunded. I am in a different state and dont have anymore money bc all the extra money I had needed to go towards another hotel bc I couldnt get my money back. I have talked to the workers there 2 days straight with no way to get my money back. I have not ate anything bc all my money has to go to another room that I had to be out of by 11 this morning and it is 3:50 and Im still sitting outside trying to get my money to get this room for another night. When I tried to chat with a supervisor they never responded and when I call the employees will not let me speak with a supervisor.

  Customer Answer

  Date: 09/09/2025

  23849885 **********, ******* ******** Klarna Inc. 09/6/25 09/06/2025 Pending initial BBB review **********, *********
  wereceived email from consumer with 5
  attachments
  I sent in a complaint yesterday for Klarna my name is ******* ********** and I wanted to update the complaint I filed. I still have not been able to get my money. I can not get in touch with a supervisor and Ive been calling and chatting with the agents since Friday. I had to sleep outside Saturday when I tried to use the balance in the Klarna account to buy food it would not let me it kept trying to charge my debit card but I dont have any money in the account. Ive enclosed all the emails Ive received from calling and talking to someone but still nothing has been done. I cant buy any food or shelter. I have not ate since 9 am on Saturday morning. Ive called and explained everything to the agents and they are sympathetic but cant do anything. Ive tried to reach a supervisor countless times and can not get in contact with one.  It was not told to me if I made a payment through them I would not receive my refund back to my bank account but I would receive it to the Klarna. I am concerned that if I dont get the money I will miss my flight Monday morning and I will be stuck in a state I know nothing about and have no family here.
  <image59.png>
  
  
  
  
  Sent from my iPhone

  Business Response

  Date: 09/11/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your refund being sent to your Klarna Balance.
  
  At this time we are able to see you have successfully begun to use your Klarna Balance. You can continue to use your balance to pay on orders or to place a new orders with a partnered merchant. Please note the order must be within your available balance. Thank you and have a great day.

  Customer Answer

  Date: 09/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23849885
  
  I am rejecting this response because: even when I try to use the remaining balance I can not. I could not use the balance when I needed it and had to sleep outside in a different state because I could not use my balance and even not I can not use my remaining balance this app takes people money and even thought it says the policy is that I can use my balance the agent told me that if it wasnt 35 or more I could not use the balance but it does not say that in the policy. I have screenshots of my conversation I sent what I could but I have more. 
  
  Regards,
  
  ******* **********

  Business Response

  Date: 09/17/2025

  *******,

  We understand your concerns regarding your Klarna Balance and would be happy to look into this for you. At this time, in the **, customers cannot withdraw their balance or transfer into their personal bank account. You can use your Klarna balance account to pay for orders placed with Klarna partnered stores. To use a Klarna Balance account at checkout, you can follow these steps:
  
  - Select Klarna Balance as Payment Method: During the checkout process, Klarna balance will appear as a payment option under "Pay Now." Customers can choose this option to make purchases directly from their Klarna balance account.
  
  - Confirm Purchase: Once the Klarna balance is selected and the purchase is confirmed, the money will be deducted from the Klarna balance account.
  
  - Sufficient Funds Requirement: If there are insufficient funds in the Klarna balance, the option will be greyed out and cannot be selected.
  
  - Settling Invoices: Customers can also use their ********************** balance to settle invoices in the Klarna App. If the available balance is not enough to cover the full amount, split settlements are offered, meaning the remaining amount will be charged to another payment method.

  -Requirements: The Klarna Balance is not able to be used by purchasing gift cards or creating one-time cards.

  Thank you and have a great day.
  
  

• Initial Complaint

  Date:09/05/2025

  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 changed my debit card info and I still had one payment left of $.62. I tried to make the payment when they notified me it was due, the payment consistently failed on their end. Not mine. I figured I would try again later and I did. Every time, it wouldnt work. Eventually I called Klarna and they told me that their system does not accept payments under a dollar. They told me that they already sold off the debt and that if wanted my account fixed that I would have to contact the debt collector. They should have fixed this on their end. This is their issue, not mine. I tried to make the payment. Several times. I called and asked them for resolution and they told me to call the debt collector This is not my job, its not even legal for them to sell office $.62 debt. They need to fix my account because this was an issue on their end. This never shouldve happened because this was their system that did this. I did everything I was supposed to do. Youre not going to assign me another job because you cant do yours. Fix my account without delay.

  Business Response

  Date: 09/08/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (6753S3ZQ).
  
  We have reviewed your concern regarding your overdue balance of $0.62. At this time the debt has been waived and no longer owed. Your purchase power will restore within 5 business days. Thank you and have a great day.

• Initial Complaint

  Date:09/04/2025

  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.

  Klarna stole my money:
  
  1. I created an account with Klarna, so I could buy tools from **** *****
  2. I transferred $400.00 dollars from my debit card to my Klarna Wallet
  3. I tried to purchse tools from **** ***** and was declined by Klarna's creditor
  4. Filed a complaint with Klarna customer service and requested my money back, and Klarna said is not possible to return the $400.00 dollars
  5. Tried to dispute the $400.00 dollars with my bank and failed
  6. Requested my $400.00 dollars from Klarna again, and Klarna said no, is not possible, they told me to try to make a purchase again, and got declined again
  7. I have screenshots of all the conversations and have documents that I got declined
  8. My money is stuck in my Klarna wallet, and I am not able to get it back.

  Business Response

  Date: 09/08/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Balance.
  
  We understand that you're reaching out in regards to having the $400.00 that you deposited into your Klarna Balance refunded -we're happy to provide some additional information for you. Funds deposited to your Klarna Balance are meant to be used for goods/services that are ordered through Klarna, or applied to any existing outstanding balances that you have with Klarna. The funds that are added to your Klarna Balance are nonrefundable and also cannot be redeemed for cash.
  
  You can view the Klarna Balance Terms and Conditions here: ****************************************************************************************************************************
  
  To use these funds, you will need to make an order with a partnered merchant. You can find the partnered stores here, **********************************************************. You are not able to make any one-time cards or purchase gift cards with this balance. We hope that this information is helpful and we hope that you have a wonderful rest of your day!

  Customer Answer

  Date: 09/08/2025

  I am rejecting this response because I get rejected every time I have tried to make a purchase. I want my money in my Klarna wallet to be returned to me immediately. A law suit is going to be necessary if I don't get my money back. I attached the reason why I get rejected every time. My money is being stolen by Klarna and I will not let that happen.  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 09/11/2025

  ******,

  The Klarna Balance is nonrefundable. Please review our previous response on how to use the balance. We hav reviewed your purchase attempts and you have tried to create one-time cards. As previously stated these and gift cards are not able to be used when using your balance. You must either make a partnered store order or make an one-time card and pay the down payment with your card. The remaining balance can then be paid via your Klarna Balance.

  
  

  Customer Answer

  Date: 09/11/2025

  A gift card is not the only purchase I attempted, there were several attempts to purchase different items from partner vendors. This is the last request to get my money back. Expect a lawsuit from me after this last attempt. In addition, will be collecting signatures and start Class Action Lawsuit after this last attempt. 
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 09/11/2025

  ******,

  We previously stated in our initial response that you are not able to make any one-time cards or purchase gift cards with this balance. All of the purchase attempts show as ' Klarna single-use card', which is our one-time card.You can review our partnered merchants here: ***********************************************************

• Initial Complaint

  Date:09/04/2025

  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.

  On July 27th of 2025 I placed an order with Aipas Bikes for an M2 pro model. The bike claimed to use ******* ***** battery cells and to be ** certified. Both of these claims have been proven false by multiple sources including the ** lab themselves. ** is currently pursuing action against *****. I first contacted ***** who said the bike could be returned if I paid shipping plus a $250 restocking fee. I then attempted to raise a consumer protection case with Klarna for significant deviation. Klarna left this listed as a return for 3 weeks although I contacted them many times and asked them to change it to a significant deviation case. Needless to say, Klarna waited 21 days for Aipas to give a refund and when they did not, Klarna just declined the case and told me to contact Aipas. It seems that Klarnas claim of consumer protection is worthless. If I had this to do again I would have paid with my credit card so I would have the option to raise a charge back myself instead of waiting for Klarna to do something they obviously cannot manage to do.

  Customer Answer

  Date: 09/05/2025

  From: ***** ***** <********************************>
  Date: Thu, Sep 4, 2025 at 7:54 PM
  Subject: Evidence for 23840170
  To: <**********************************************************************************************>

  Business Response

  Date: 09/08/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Aipas Bikes (LBN5KKRF).
  
  We have reviewed your concern and you will need to arrange a return with the merchant. When the dispute is placed, all consumers have 21 days for the matter to be resolve amongst them and the merchant. If it is not self resolved in the app, it escalates for our Dispute Resolutions team to help resolve the dispute. The merchant will need to process a refund but it appears you still have the merchandise and the return window has passed by. We are not able to waive the balance. Please contact the merchant to have the battery repalced or send the full order back at this time. Thank you.

  Customer Answer

  Date: 09/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23840170
  
  I am rejecting this response because: The merchant is not willing to accept the returns as they say that the batteries were correct when they were shipped. They have been caught by multiple people using cheaper batteries than advertised and this is a documented issue at this time. They are avoiding customer complaints to get out of this issue. Klarna states that their consumer protection will cover significant deviations from the advertised product and it is now obvious that the will not. Please be cautious if you plan to use Klarna for a future purchase. This has also been well documented on Reddit pages mentioning Klarna consumer protection. Do your research before purchasing through them. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 09/11/2025

  *****,

  The merchant stated the correct battery was sent out at the time of the purchase as they have recently changed their battery supplier. We are not able to provide a refund until the merchant does so. If you return the item as received, you can open a new dispute and provide all evidence. If the return window has closed, you will need to continue payment as the battery mentioned is the battery advertised. Thank you.

  Customer Answer

  Date: 09/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23840170
  
  I am rejecting this response because: The battery mentioned is not the battery advertised. They did not advertise that they changed battery vendors until people started realizing they did not get the advertised battery. I don't understand how a company like Klarna can believe this....
  
  Regards,
  
  ***** *****

  Business Response

  Date: 09/11/2025

  *****,

  You are welcome to contact customer service to open a new dispute but ultimately you will need to return what was received for further assistance. Thank you.

• Initial Complaint

  Date:09/04/2025

  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.

  This item from **** was returned and I explained to the customer ***resentative on the online chat that I no longer had access to that card and COULD not get access to it. I asked if it could go to my preferred card which was the card on file. I was told no problem which you will see on the screenshots I attached below. Then I get notifications that it was refunded to the other card that I told them not to use. Now the *** on the phone said that was misinformation and there was nothing they can do. I would like my refund removed from the 7620 and put on my preferred card ASAP. IT is not my fault nor problem that they are not trained properly. Thank you.

  Business Response

  Date: 09/05/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (233X019G).
  
  We have reviewed your concern regarding the $84.92 refund. We are not able to reroute a refund from a different card than what the charge came from. If you no longer have the card, your bank should still be able to process it back to the new card. If you no longer have the account, you will need to contact the bank to have the funds located and issued another way. We understand this is not ideal but again we are not able to reroute a refund from where it originally came from. Thank you.

• Initial Complaint

  Date:09/04/2025

  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.

  Ive been trying to reach this company for a long time and when I try to Report a problem on the site as instructed, it continues to act as if it is loading and never does. I have used Klarna for a lot of purchases and have never had any issues, it when I do, I am not able to reach anyone and that is frustrating.

  The company CESTLAVIE-******** is fraudulently taking orders and the company doesnt exist at all. I have disputed this with my bank letting them know of this and I want Klarna to stop any and all future payments to this company I made a purchase with.

  I really wish someone would call me back regarding this because I do not want to pay for a purchase I will never receive.

  Klarna needs a customer service number to be reached at because this is more than ridiculous.

  Business Response

  Date: 09/04/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Cestlavie New York (B3MK1LSN).
  
  To file a dispute on the order, you have a few other options other than self reporting in the app. You can use the app to contact our customer service department via the chat feature. They will be able to proceed with opening your dispute and asking the initial questions to get the order paused and investigated. If you would not like to chat to do this, you can also give us a call using **************. Thank you and have a great day.

  Customer Answer

  Date: 09/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23838396
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:09/04/2025

  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 hair wig from ** **** and used Klarna as my payment options on 7/14/25. I received my order on 7/28/25. I opened the package of the wig and realized that there was an awful smell present that was a fishy smell. I then proceeded to wash the wig to see if the smell would leave the hair and that didn’t work. After a couple days the hair still reaped of a horrendous fish smell and was unable to be used in addition to shedding.

  Next, I visited the Klarna app on my phone to see what my options were to return/exchange the wig. The steps in the Klarna app advised the customer to reach out directly to the seller for any questions.

  I emailed ** **** on 7/31/25 explaining to them that the hair wig was not manageable, it had a smelly fish scent and it was shedding uncontrollably. ** **** emailed me back on 8/1/25 apologizing and stating that after workers customize the wigs that some maybe left after in the beginning. I explained and provided pictures of how after one brush the hair was shedding and that it was no way the wig could be used confidently with the smell and shedding.

  The seller offered to refund $20 when the total wig price is $200.62. I did not want money back , instead I wanted to return the wig due to me being unable to use it in any way. No resolution was made and Klarna decided that from the evidence gathered from ** **** that their decision stood and I could not receive a refund.

  I received an email on 9/2/25 from Klarna and the next day attempted to reach out via chat. The customer service agent did not let me explain my issue regarding the return and immediately responded via chat informing me that I was unable to return the item based off the sellers response and information provided.

  Business Response

  Date: 09/05/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ** **** (********).
  
  The merchant responded stating, "After receiving the wig, the customer contacted us and reported experiencing slight hair loss. After verification, we confirmed that the product sent to the customer was acceptable and explained that slight hair loss is normal. While we inspect each product before shipping, individual experience may vary depending on factors such as care, styling, and frequency of use. Our wigs have received many positive reviews and are guaranteed to be of good quality. However, to reassure the customer, we offered a partial refund, but the customer did not agree.According to our return policy, if the customer is not satisfied with the wig within 30 days of receipt, the wig can be returned free of charge in new condition. Used or damaged wigs are not returnable or exchangeable. The product received was not defective, damaged, or incorrect."
  
  Klarna is not able to process a refund unless the merchant does so. The return window of 30 days is no longer available but you are welcome to contact them still to review your options of resolution. The dispute was correctly closed and we are not able to waive the balance of this order. Thank you.

  Customer Answer

  Date: 09/05/2025

  I was within the 30 days of return/exchange when I reached out to the merchant. The hair wig is still in the same condition received, unworn due to the insane amounts of shedding and foul fish odor. I am unable to wear the hair wig and $20 is not a suitable refund for a wig that cost over $200. The next option would be for exchange due to the wig having a foul fish odor and shedding. 

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

  Business Response

  Date: 09/05/2025

  ********,

  We are not able to waive the balance. Please contact the merchant for further assistance.