We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Financing

Katapult

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financing.

Complaints

Customer Complaints Summary

  • 54 total complaints in the last 3 years.
  • 26 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/07/2025

    Type:Product Issues
    Status:
    Answered
    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.
    It's been close to one month since BestBuy issued Katapult a refund on my behalf and I have yet to receive it from Katapult. This back and forth with their "special services team" is absurd and uncalled for. I will NEVER do business with this company again. An absolutely ridiculous way of doing business.

    Business Response

    Date: 04/09/2025

    Thank you for reaching out to us at Katapult. We have received your complaint and want to assure you that we take your concerns seriously.

    Our team will follow up with you directly to address your issue and provide any necessary support. Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter.

    If you have any further questions in the meantime, please feel free to reach out.

    Best regards,

    KATAPULT


  • Initial Complaint

    Date:03/31/2025

    Type:Product Issues
    Status:
    Answered
    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 this company to get a new laptop. I did however i returned the laptop and I notified this company that i have conducted this return. The have a refund of ******, and ***** to my debit card. i have made contact with this company and I was told by them that I should get my refund by today. However I received nothing, so i made contact with them and told them that i was suppose to get a refund today. Now I am been told it had to get moved up to another team. ALL I WANT IS MY MONEY BACK, I AM GOING TO BEHIND ON MY BILLS. PLEASE HELP THIS IS INSANE.

    Business Response

    Date: 04/09/2025

    Thank you for reaching out to us at Katapult. We have received your complaint and want to assure you that we take your concerns seriously.


    Our team will follow up with you directly to address your issue and provide any necessary support. Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter.
    If you have any further questions in the meantime, please feel free to reach out.


    Best regards,

     

    KATAPULT TEAM

  • Initial Complaint

    Date:03/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 dont really know exact amount it showed only late payments with no amount and its holding strong on my credit report however I have never used or heard of this company until I seen it on report and then I put extra security on my phone to help and its shows its a breach in security on my phone

    Business Response

    Date: 04/09/2025

    Good Evening,

     

    We will partner with our mutual customer directly.

    THank you

    ******************** Team

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The transaction was on 2/21/2023 fir ******. I submitted a copy of my payments totaling $655.70 a difference of $17.28. I understood that was my balance was paid and with the remaining amount not paid, I was charged interest and additional fees for not paying since 12/22/2023, I never received a written notice or a phone call from Katapult. and on 3/18/2025, I was notified that I had a claim from the Empire Group ****************** they would not give me their contact information nor send me any details on why they were collecting the $789.00 that they stated I owed, and they threatened me by, "see you in court". I am all for taking care of my debts, but this was paid and settled in my mind. No opportunities to resolve were given, except they wanted payment in full and used my katapult information as a threat they know where I live, work, etc. This is not a way of doing business by threatening court/legal action when this is the first phone call I received in regard to this notice.

    Business Response

    Date: 03/21/2025

    Hello,


    We sincerely value customer feedback and appreciate the chance to address any concerns. We are currently reviewing the details of the complaint and will reach out to the customer directly to gather more information. Our aim is to achieve a satisfactory resolution that meets their needs.


    At Katapult, we strive to deliver a seamless and positive experience for all our customers. We understand that there may have been an issue that prompted this complaint, and we are dedicated to resolving it promptly and effectively.


    Thank you for bringing this matter to our attention.


    Sincerely,

    Katapult Customer Relations Team

  • Initial Complaint

    Date:02/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have been a customer of ******************** for many years, I had a return to make because I wasnt satisfied with the merchandise so I did a return. Now twice ***** has attempted to deliver my return to Katapults returns and both days nobody has been there. Now my merchandise is gone and I dont know what to do. I demand to be released from my lease since its the fault of Katapult not being there and not my fault.

    Business Response

    Date: 02/19/2025

    HELLO, 

     

    THIS ISSUE HAS BEEN RESOLVED WITH OUR CUSTOMER DIRECTLY.

     

    THANK YOU,

     

    KATAPULT

    Customer Answer

    Date: 02/20/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    **** ****



     

  • Initial Complaint

    Date:02/11/2025

    Type:Product Issues
    Status:
    Answered
    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 used Katapult. I made a lease with them through new egg since there portal for **** *** wasnt working. I used the card that was generated on **** *** instead of new egg. I ended up canceling and I went to **** *** to return the product. I reached out and they said sorrry sir. **** was bought from new egg you bought the **** *** item with another card. Its impossible to use ours on another site. NOT TRUE. I did it and it worked fine. But I already returned the item. And now they want to charge me. Ive called twice. And both times Ive gotten back the same c*** And gotten back the same email saying Thank you for contacting Katapult. **** email is to inform you that your Cancellation request was not approved by ******. Also Unfortunately, your Cancellation request has been denied.Reason for denial: Merchant has not processed refund HOW WOULD THEY PROCESS A REFUND ON AN ITEM I NEVER BOUGHT THROUGH THERE SITE!! **** is infuriating. Because how can you not see that money was returned from that lease?? I need help. Its driving me crazy. And I will not pay anymore towards this crap!! If I knew this was going to be this difficult. I wouldnt have dont it at all!! I need help!

    Business Response

    Date: 02/13/2025

    Good Morning,

    This complaint has been resolved with our customer directly.

    Thank you,

     

    Katapult Team

  • Initial Complaint

    Date:02/06/2025

    Type:Billing Issues
    Status:
    Resolved
    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 have been a loyal customer of ******************** since 2020, consistently making my payments on time and even paying off loans ahead of schedule. Despite my positive payment history, I recently discovered that a balance of $187.23 and $466.15 was sent to a third-party collection agency without prior resolution attempts. I have been unable to reach the third-party agency and would like to settle this matter directly with Katapult.I request that Katapult pull the debt from the third-party collector and allow me to pay off the balance directly. Given my long-standing good standing with Katapult, I believe this is a fair resolution and would appreciate their cooperation in addressing this matter promptly.

    Business Response

    Date: 02/06/2025

    ********* *********, 

    Thank you for reaching out to us. We would like to acknowledge that Katapult has received your BBB complaint. Our team is committed to addressing your concerns, and we will be in touch shortly to schedule a call.

    We appreciate the opportunity to partner with you in finding a resolution to this matter.

    Best regards,

    Katapult Team

    Customer Answer

    Date: 02/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:09/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tried contacting the company numerous times via chat, email and phone and received no help at all, the chat never seems to be working, email says undeliverable even though Im copying the address and the phone always clicks off. I wanted to settle my payments thru the actual company but now its sent to collections, with a company Im not 100% their legitimateI had to ask them several times before they produced a letter. I would like the charges brought out of collections since I tried several times to contact the company with no luck. I would like to pay Katapult directly. Thank you.

    Business Response

    Date: 09/18/2024

    Good evening,**** *******,

    My name is *********. I am the *************** and Customer Relations Manager with ********************.  I am writing to request a call to discuss the BBB complaint # ******** that was recently forwarded to me.

    It is important for us to address this matter promptly and ensure that we fully understand any concerns you may have regarding your Katapult lease purchase agreement. I believe that a discussion will provide us with the opportunity to clarify any misunderstandings, explore potential resolutions, and determine the best course of action moving forward.

    I would greatly appreciate the opportunity to speak with you at your earliest convenience. Please let me know a few dates and times that work for you, and I will do my best to accommodate your schedule.

    My hours of operation are Tuesday thru Friday, 10 AM CST to 3PM CST.

    Thank you for your attention to this matter. I look forward to our conversation and working together to resolve this issue amicably.

    Katapult Team

  • Initial Complaint

    Date:08/16/2024

    Type:Billing Issues
    Status:
    Answered
    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 am writing in response to correspondence I received claiming that I owe a balance of $2,025.00 to Katapult. I firmly dispute this debt as it is based on false information.The lease from Katapult incorrectly states that a couch was never returned. This is false. The couch in question was, in fact, refunded January 12, 2022 | 08:35 PM EST. Furthermore, all other items listed in the lease have been paid off in full.Given these facts, I do not owe any outstanding balance to Katapult.I hereby formally dispute this alleged debt and demand that:This false information be immediately removed from my account.No negative information be reported to any credit bureaus regarding this matter.All collection efforts cease immediately.As per my rights under the Fair Debt Collection Practices Act, I request NO FURTHER CONTACT REGARDING THIS MATTER. Any future communication, except to notify me that collection efforts have ceased or that legal action will be taken, is a violation of the ******

    Business Response

    Date: 08/13/2024

    Please be advised that you have contacted the wrong agency.  *********** does not collect for a company called  Katapult.  Nor does it have an account for this consumer. 

    Business Response

    Date: 08/28/2024

    Hello ***************************,

    I hope this message finds you well. I am writing to acknowledge that we have received your complaint filed with the Better Business Bureau regarding your Katapult order in March of 2021, under Complaint ID: ********.


    After carefully reviewing the details you provided and examining the attached photos, we can confirm that the order was indeed closed and resolved with the balances as indicated in the photos back in April of 2021. Additionally, our investigation uncovered that a secondary lease was opened by you, which we believe aligns with the balances provided. We would like to schedule a call to discuss the specifics of this lease further.


    It is imperative for us to promptly address any concerns you may have regarding your Katapult lease purchase agreement. We believe that an open discussion will allow us to clarify any misunderstandings, explore potential solutions, and determine the best way forward.


    I would appreciate the opportunity to speak with you at your earliest convenience. My hours of operation are Monday through Friday, from 10 AM to 3 PM CST. Please provide me with a few dates and times that suit your schedule, and I will make every effort to accommodate your availability.


    I look forward to the possibility of resolving this matter amicably and to your satisfaction. Thank you for your attention to this issue.


    Warm regards,

     

    Katapult Team

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    07/29/24 I have paid off three loans through Katapult. All before due. Over 1200 dollars of loans. It shows 1900 approved. I went to do a purchase was was denied. Yet I have paid off each loan early. They gave me no explanation and stated that they would look into it. I believe they were upset due to me paying over three of five loans early.

    Business Response

    Date: 08/12/2024

    Good Evening, 

    We will review and follow-up with our mutual customer directly.

    Thank you,

    ******************** Team

Katapult is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.