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.

  886 N High St Ste 200 Columbus, OH 43215-6303

• 

  Klarna Inc.

  800 N High St Ste 400 Columbus, OH 43215-1430

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

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:02/22/2023

  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 device from ****** **** thru Klarna I bought one on my debit card ,and I bought one thru Klarna. The one from Klarna was for me.. the other one was for a friend. I returned the one I bought thru Klarna. I contacted the company ****** **** they received the merchandise back. I have the tracking number as well ,and messages that I sent it back. Klarna keeps giving me the run around about my funds. Instead of them properly doing their job they keep trying get money out of me for no reason. They have horrible service.

  Business Response

  Date: 02/24/2023

  Hello ********,
  
  We appreciate your inquiry regarding your return on order ******** with ****** **** ***.
  
  As a third party payment provider Klarna pays for your order upfront and payments are made back to Klarna. When a return is made we rely on the merchant to provide the refund directly to Klarna so we can adjust your order accordingly and repay you based on any payment made.
  
  Our Resolution Specialists reached out to you in regards to gathering further information on this return. They initially reached out on January 10th, 2023 and received no reply back and thus the dispute was closed. Then on February 10th, 2023 the Resolution Specialists reached out via email and requested more information regarding your return. Since this order was made utilizing a "one-time card" we needed some additional information which is not shared with us as this merchant is not partnered with us. The dispute was then closed because you did not agree to providing any more information regarding this return. 
  
  On December 7th, 2022 we received a refund of $41 from the merchant and this was applied to the outstanding balance of your order. As we have not received any further refund for this order from the merchant the current outstanding balance for this order remains at $199. In this case we recommend reaching out to the merchant directly for further clarification on this refund. 
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
  
  Have a Smoooth Day! 

• Initial Complaint

  Date:02/22/2023

  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 Christmas tree from Lowe's using Klarna in late November 2022. The Christmas tree was porch pirated while I was sick in the hospital and Lowe's refused to do anything about it. I contacted Klarna and they refused to help. I then went to my bank and opened a dispute to recover funds from Klarna. My bank recovered the funds then Klarna charged my card again for the full amount. I want my money back, enough with the generic auto generated "customer service" responses. if Klarna fails to act I will file another dispute with my bank and block them from any future transactions.

  Business Response

  Date: 02/22/2023

  Hello ****, 
  
  We appreciate your inquiry regarding your order J3NF4X7G with Lowes not being received. We certainly understand the frustration regarding your package being stolen! 
  
  As a third party payment provider we rely on the merchant to first provide us a refund for the merchandise so we can then repay you based on the payments made. According to our Terms for Klarna Shopping Service, Klarna is not responsible for the delivery or shipping of of a product. 
  
  We do undertand this has been frustrating and as a one-time courtesy we have written this purchase off and refunded you. Your payment of $129.41 will be refunded directly to your Visa card ending in 7104. Please allow 5-10 business days for this refund to reflect in your account. 
  
  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:02/20/2023

  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 items from ****** *** ****** on January 11 and used Klarna to pay for the items. There were 3 of the items that did not fit so I returned them through ***** ******* which usually refunds money the same day. ****** *** ****** has acknowledged they received the items and a refund was sent to Klarna. I have contacted Klarna on several occasions. They just continue to tell me to be patient that they are working on the issue. It has been almost two months and I have yet to receive my refund.

  Business Response

  Date: 02/22/2023

  Hello *****, 
  
  We appreciate your inquiry regarding your return on order ******** with ****** * ******. 
  
  Our Resolution Specialists have received the evidence your provided and have been attempting to contact the merchant regarding your refund. When a return flag is placed on an order our Resolution Specialists can contact the merchant on your behalf and request more information from them on your return. We do allow the merchant a certain time frame in which to rectify the order and refund us properly. We have reviewed this order and the corresponding dispute raised and the merchant has until February 25th, 2023 to reply to our request. If they do not reply by then, our Resolution Specialists will reach out via email to you and provide you with a refund. We thank you for your patience as we work on remedying this issue for you. 
  
  We hope this helps! 
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
   
  Have a Smoooth Day!

  Customer Answer

  Date: 03/01/2023

  Klarna stated that if they did not get a response from scrubs and beyond by February 25th that they would issue a credit for the return. The uploaded receipt I provided shows that scrubs and beyond received the return and is attempting to refund klarna but klarna has still refused to issue the credit to my balance owed. Today is March 1st and I still have not received a refund. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/07/2023

  Hello *****,
  
  We appreciate your inquiry regarding your order ******** with Scrubs & Beyond. 
  
  We have reached out to our Resolution Specialists for you since the merchant never replied to our request for more information regarding your return. We have now registered this return for the full amount of $140.35. Your refund of $35.08 will go back to your Mastercard ending in ****. Please allow 5-7 business days for this refund to reflect in your account. 
  
  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:02/20/2023

  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.

  So I've been using this service for years. In July of 2022 I made a purchase of about $200 from a company called diptique and used klarna as my method of payment. I never received the order and it just showed up and pending status for several months. I started contacting klarna in about October of 2022 to see if they could refund my down payment and cancel the transaction after I never received it and they never started billing me because the order was never completed by the vendor and they assured me that they were going to fix it and cancel the order. Needless to say, it never got canceled and still was pending in the beginning of January 2023. I contacted them again and was assured that it would be cancelled Instead of canceling it they released the order so I have to pay the other three payments on an order that was placed 6 months ago and never shipped to me. Paid one of the payments and contacted them again and asked them why they didn't cancel it but instead started making me pay the other payments on a order they know I never received. The vendor doesn't even have a record of any order at all. To this day it is still pending and they're holding my two payments. I cannot seem to get them to cancel this order And give me my money back. Now it's been seven or eight months that they've been holding my money. I don't even know what to do. The vendor can't help me because they don't even have a record of any order at all because they never filled the order. I've contacted them three times in all three times I was assured I would be getting my money back but it's still hasn't happened. It's useless to continue to contact customer service and be told the same thing again and again and again with no results. I even asked for a manager but of course never got an email or call back. Since this has happened and they're essentially holding my money for goods I never received on a order that was never filled by the vendor, I started using a different service for the most part.

  Business Response

  Date: 02/22/2023

  Hello ********, 
  
  We appreciate your inquiry regarding your order FZ08C1VG with diptyque not being received. 
  
  On February 13th, 2023 this order was refunded and written off because our Resolution Specialists did not receive a reply from the merchant regarding your order. Your two payments of $35 were refunded to your Visa card ending in **** on February 13th, 2023. Please allow 5-10 business days for these funds to reflect in your account.
  
  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:02/19/2023

  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.

  They don't refund you for items that were returned. They tell you to take it up with merchant when merchant even shows its been refunded back to Klarna. They charge cards without authorization that aren't even a payment method on the account. I removed a card that belonged to someone else I used for a few payments until I got my new card. I changed payment method to new card took their card off and they charged the old card not even in my payment methods anymore and hasn't been for awhile. I contacted them through chat since that's only way to try to get in touch with them and they try lying and saying the old card is still on account as secondary when it's not. I showed them no it's not I only have one card and they still say they can perform charges on any card they want without authorization.

  Business Response

  Date: 02/24/2023

  Hello *****,
  
  We appreciate your inquiry regarding your payment on order ******** with *******. 
  
  We will have a supervisor reach out to you via email in regards to this as soon as possible. 
  
  Have a Smoooth Day! 

• Initial Complaint

  Date:02/18/2023

  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 pair of hiking shoes from ******* with the option to use Klarna. I chose this option, as I have done in the past. However, this time ******* charged me in full and Klarna also charged me. I contacted Klarna immediately after the order was placed. I told them to back out the payment. He said I would have to provide proof of payment from my bank. I did but then said I had to contact Salomon. I called ******* customer service, they said they could not help me. Now I am paying for the same shoes twice. All I want is for Klarna to remove the payment plan and refund my money on their end.

  Business Response

  Date: 02/21/2023

  Hello *******,
  
  We appreciate your concern regarding your order ******** with *******. 
  
  As a third party payment service provider we do rely on the merchant to update an order if the order is canceled or otherwise refunded. We do understand this order may have been charged by the merchant as well but since this order is an active purchase, in order to cancel this you would need to reach out directly to the merchant. You may contact them via email at [email protected]. 
  
  We have also raised a flag on this order. This will pause your statement temporarily for you to contact the merchant to cancel this order. Please keep an eye out for an email from [email protected] in case Disputes Resolution needs additional info or has an update for you. The email may end up in a junk or spam folder so please watch out! They will handle all communication regarding this issue from here on out via email.
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
   
  Have a Smoooth Day!

  Customer Answer

  Date: 03/03/2023

  I asked to have this transaction backed out while it still said pending on your side. When I contacted them, they have no idea what I am talking about.  You don't show that the order was delivered and I have proved that I paid for this pair two times now.  You are leaving the consumer between two very large companies. You would have better luck calling ******* because I am going to get an agent again.  This is unreasonable.  As I see it, Klarna and ******* know the agreement between you.  Nobody wants to accept responsibility for this and I am just left dangling. 

  I am truly hope the BBB see's this is a no win situation for the consumer.  There is a total breakdown in your process.  I want my $20.00 and I want the agreement removed. On my end, I will never use your app again.  This has turned into an expensive time consuming problem
  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/09/2023

  Hi *******, 
  
  We appreciate your inquiry regarding your order ******** with *******. 
  
  Looking at the screenshots provided, we were able to confirm that you were charged by the store ******* and are still being charged by Klarna. As a one-time courtesy, we went ahead and wrote off this order. From here the order will show as completed with no balance due. 
  
  We also sent a refund of $20.86 back to the card on file on March 9th, 2023. Please allow 5-7 days for the funds to appear in your account. We don't think you should pay for the same order twice. I hope we were able to resolve your issue and apologize for any inconvenience this has caused. 
  
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
  
  
  Have a Smoooth Day!

• Initial Complaint

  Date:02/17/2023

  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 have an item from **** I tried to purchase, but it was canceled 24Jan23. I contacted **** to verify the item was sent to Klarna as canceled. I have contacted Klarna countless times (at least 8 separate times) and I have been told 4 separate times that they have escalated the issue, only to find out that I was lied to all 4 times, as it was not possible to escalate that item in their computers. They will not allow me to speak with a manager or supervisor. I am simple asking for this item to be removed from my klarna account, and to stop counting against my money total borrowed in the account. I was told to wait 10 days for this item to clear from 24Jan23, and it never cleared. I called back on 08Feb23 and was Guaranteed it be removed within 3 business days, but it was still not corrected. I called again 15Feb23, and that was when I was informed that it had not actually been escalated, although it was pushed through to the manager, and stated I needed to wait longer. The only info I have received at all, is when I contact them, after that they mark it resolved on their side, and never follow up.

  Business Response

  Date: 02/21/2023

  Hello *****, 
  
  We appreciate your inquiry regarding the cancellation of your order ******** with ****. 
  
  We understand how frustrating it has been to not have your order canceled; especially when you have raised this concern multiple times with our agents. We have submitted some feedback for these agents on your behalf. We thank you for your feedback. 
  
  We have now canceled this order for you on our end. Please wait about 24-48 hours for this to fully update in our system for you. The authorization hold will fall off your account within 48 hours of cancellation, but it may take up to 5-7 business days for this to reflect on your account.  Since this authorization hold wasn't a concrete transaction, you may not see a credit on your account, rather the pending hold will simply drop off.
  
  For any future questions, we invite you to navigate the Klarna app and our FAQs!
   
  Have a Smoooth Day!

  Customer Answer

  Date: 02/23/2023

  The initial issue was to clear the item from my account, but the bigger issue is the companies policies and not allowing the agents to fix the matter. Had the company allowed more control of the issue and needs to take responsibility at a higher level then the agents who took the call. The agents are not at fault, they are simply doing what Klarna has instructed them to do, Klarna needs to take responsibility at their policy making level and make changes to better help customers in the future. The only reason this matter was even noticed was because of the complaint outside of their control, had I gone through Klarna complaint process it would have never been addressed, as the process goes through the same channels as the technical issue. I had voiced this concern to every agent I spoke with as well, and even tried to find contact info for a supervisor or corporate, but the only route to get more help was this way. This is the major issue, no accountability on the company.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:02/17/2023

  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 returned a jacket October 26 2022 with **** tracking number **********************. Payments were deducted from my bank account with Klarna of $65.67 every two weeks. ***** ***** states that they didn’t receive the jacket back and Klarna is not reimbursing my money back and threatening to keep deducting it from my account. After several phone calls to Klarna, ***** ***** customer service (Representative ****) and **** no one can help me resolve this matter. Original order number is ********. I am looking for my reimbursement of $65.67 and not to be charged for a jacket that I returned.

  Business Response

  Date: 02/17/2023

  Hello *******,
  
  
  We appreciate your inquiry regarding your order ******** with ***** *****. We are sorry to hear you are experiencing issues with your return. 
  
  
  As a third party payment service provider Klarna first pays the merchant upfront for the costs of your order then you subsequently pay Klarna back based on the payment plan agreed upon. As a third party we have limitations in regards to providing refunds. We are unable to provide a refund to you if the merchant does not refund Klarna first. 
  
  
  The merchant had informed us they had not received your return and thus has not initiated a refund back to Klarna. If you have received confirmation from the merchant that your return was received please submit a screenshot to our Resolution Specialists. As we have not received a refund from the merchant your invoice was reinstated. 
  
  
  For more information or to contact the merchant we suggest reaching out via email at [email protected]. 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: 02/17/2023

  I should not have to pay for something that I returned.  I attached the ***** ***** return shipping label to the package which was placed in the **** box. I am no longer liable for the item as ***** ***** owns the shipping label. I am not authorizing Klarna to deduct any payments from my account & I want my refund of $65.67. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:02/16/2023

  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.

  Klarna is falsely charging me money that i do not owe. I put in a dispute about the discrepancy and i received an email with more incorrect info. the way i see it they are not trying to resolve my issue. instead they are changing up numbers to make it seem like i owe more than i do. they sent me an invalid link on my email saying if i disagree... send a screenshot.

  Business Response

  Date: 02/17/2023

  Hello ******, 
  
  We appreciate your inquiry regarding your order ******** with ***** ***********. 
  
  We have contacted ***** *********** regarding this incorrect invoice, who informed us that the total order amount for this order is $3999.00. This is the total amount financed according to the first initial email sent to you on June 19th, 2021. Since this is a "pay over 36 months'' payment plan, the order is subject to interest. Your APR for this purchase is 9.99%. According to the Truth in Lending Disclosure; the total amount you will have paid when you have made all scheduled payments is $4644.62. You are on track to have your total balance, with interest included, actually total $4502.11. As you have currently made payments totaling $2451.38 there is still an open balance of $2050.73 left to pay. 
  
  If you believe this to be incorrect please provide evidence detailing the amount you believe you should be charged and why you believe the statement is inaccurate. We would be happy to look further into this for you but as it stands currently this order is correct. 
  
  We hope this helps!
  
  Have a Smoooth Day!

  Customer Answer

  Date: 06/12/2023

  Well this is the third complaint that I have made against Klarna and have hade zero response. they refuse to respond to my complaints and now my bill is at $273. Klarna is purposely and fraudulently placing me further and further in debt. I will do everything within my power to fight this Klarna... just know that. I have tried many times to resolve this issue to no avail. A+ rating? I hope people check ****** reviews before even thinking about using Klarna. I AM HOPING THAT THE BBB CAN AT LEAST PLACE ALL OF MY COMPLAINTS AGAINST KLARNA TOGETHER... SINCE THEY CAN BASICALLY GET AWAY WITH ROBBING THEIR CUSTOMERS. AT LEAST OTHERS CAN SEE WHAT I'VE GONE THROUGH.

  Business Response

  Date: 06/12/2023

  Hello ******, 
  
  We certainly appreciate your inquiry regarding your Klarna orders. 
  
  We have reviewed your account and are able to see where none of your orders have been overcharged and are being billed correctly. 
  
  For your order ******** with ******** *****, your payment from May 6th, 2023 was not made to we retried on May 9th, 2023. When this payment was not made it was added onto the next installment due on June 6th, 2023 totaling $183.34. We would require a payment now of at least $278.51 by June 23rd, 2023 to avoid going delinquent. 
  
  When a payment fails multiple times it is automatically added onto the next installment. We do not have the ability to reverse the statement and reinstate your payment plan to what it was before the failed payments. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  Have a Smoooth Day!

  Customer Answer

  Date: 06/12/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/16/2023

  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.

  January 1st 2023, I made purchase through Klarna for an item purchased off ************. After making my purchase I received a confirmation and a shipping email. A few weeks past and I'm being bombarded with Klarna notifications stating my second payment is due. I'm puzzled because I thought I don't have a payment due, until I saw the item by pressing on purchase info. I've realized it's been almost a month and I hadn't received my package. ************ IGNORED my emails to customer service and Klarna isn't properly investigating ************ to figure out where my package is. I've called and called Klarna as well as chat and emailed, let them know I have not received a package. Both companies have ignored my request. I'm being SCAMMED! THIS HAS DISRUPTED MY SLEEP AND PEACE. IM EXPERIENCING PAIN AND SUFFERING. I am stuck paying for an item I haven't received and both companies just want me to roll-over and just forget while they greedily steal funds from hard working people.

  Business Response

  Date: 02/17/2023

  Hello *****,
  
  We appreciate your inquiry in regards to your order ******** with ************. We are sorry to hear you are experiencing difficulties with your purchase. 
  
  We have reviewed the purchase and the evidence provided to our Resolution Specialists and, as a one-time courtesy, have written off this order as of February 16th, 2023. You will be receiving two repayments of $15.40 each, back to your Mastercard ending in ****. Please allow 5-7 business days for this to reflect in your account.
  
  We hope this helps!
  
  Have a Smoooth Day!

  Customer Answer

  Date: 02/17/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *****