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.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This return was place on January 27, 2022. I made the purchase online through Sephora, but I used Klarna as a form of payment. I made the return at a local Sephora. The sales associate instructed me to use the card that I used as a form of payment, that’s when I told her that I use Klarna as a form of payment. She told me that I could swipe any cards and the return would know where the refund would need to go which is the Klarna, that’s when I used my phone tap which is my Apple Pay to do the return. At that point a virtual Klarna car was created, all Klarna cards associated with my Apple phone have a VISA card ending in ****. Once the transaction was complete, the sales associate stayed once again that the refund will go to Klarna automatically. Also, through trying to end this return process with Klarna I reached out to Apple Pay and also Apple support system who both stated that money do not sit on Apple Pay virtual cards the money goes back to the merchant, they do not sit on Apple Card’s. Today July 22, 2020 to Klarna is still trying to make me pay for an item I return money I do not have. That’s why I’m asking for a complete refund.

  Business Response

  Date: 07/26/2022

  Hi ******,
  
  Thank you for reaching out concerning your refund on Sephora order ********. We sincerely apologize to you for the confusion about how the refund on this order was applied, and offer an explanation. The One-Time Card was used in conjunction with a digital wallet, and since Apple Pay uses encrypted numbers on cards, any refunds issued to the wallet can be applied to any card in the wallet, which sometimes causes the refund to be applied to the incorrect card and the order it was used on.
  
  In this case, the refund was applied to a separate order [Pandora order GDX6R3C2] but we have now written off the entire balance on the main Sephora order [********] and refunded your payments of $32.80, $22.01, $22.01 and $32.80 in full back to the original method of payment [VISA ****]. Please allow 7 business days for the funds to reflect in your account.
  
  We hope you find this information helpful, and once again apologize for the stress this issue has caused on your end. Have a lovely weekend ahead!

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair 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.

  Company is not taking my information seriously. Just respond with generic emails. I have saved all emails with them and forever 21. Forever 21 has just admitted their mistake in writing and klarna refuses to acknowledge this and simply pause the payment schedule until resolved with forever 21.
  It gets really tiring repeating myself. FedEx left it at the wrong door out front. So someone either kept it or stole it. Theres a reason why I gave very specific delivery instructions to FedEx. THEY didnt follow them. Not me. Also I spoke to Ana A from forever 21 yesterday and she confirmed several things. 1. I reached out immediately for help. 2. She saw how the original agent sent the affidavit incorrectly to me so as I said, never got it. 3. When I tried telling forever one using the email provided to me, it was sent back undeliverable. She confirmed that would happen if the proper affidavit wasnt sent. 4. She pointed out they have many errors in the state of iowa with FedEx. It's a random assignment whether it's them or usps. Unfortunately, I got FedEx. 5. She confirmed using Google maps my residence is not a single dwelling. There is the possibility it was left at the wrong place. 6. She immediately sent me the affidavit and I filled it out and returned it immediately. It's beyond the 30 days now since I've been screwed around by forever 21, fedex and you. She said she is leaving all these notes with my case and apologized over and over, but cannot guarantee management will do anything now. I dont see why klarna cannot continue due to pause my payments under ALL of these factors. I was let down by 3 huge companies. You should treat your customers with more respect. I expect my payments to be paused til sorted out. If not, I will get my bank involved and if I have to, file a small claims against all of you to prove my point. I have offered you proof of my contacts with them. You didnt even bother to read

  Business Response

  Date: 07/26/2022

  Hi *****,
  
  Thank you for reaching out about your Forever21 order ********. We understand your concerns, and appreciate the feedback you have provided about the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better.
  
  As a courtesy to you, we have written off this order on our end so you do not have to pay. We also refunded your payment of $26.98 back to the original method of payment [MC 7723], please allow up to 7 business days for the funds to reflect on your end. For future reference, please be advised that Klarna is bound by the store's return policy in these investigations. As Klarna typically acts only as a payment financer, any issues concerning the actual merchandise including delivery, state of order etc. must be addressed directly with the store or the shipping agency. Klarna is not in any way responsible for the ****s or services you order or purchase from merchants, including, without limitation, the quality of such ****s and services and how and whether such ****s or services are delivered. Klarna does not provide any endorsements or guarantees for any ****s or services offered for sale on third party websites linked to the Klarna Services.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  
  
  Better Business Bureau:
  
  
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  
  
  ***** ****

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was declined purchasing power (line of credit) and told it was due to a delinquent account associated to me but had only my name in common and a similar birthday. My account up until this point was up to date. In May 2022 I was denied any information about the other account. I was told because I could not verify the info (which I obviously couldn't because it didn't belong to me), I was not privy to the information. The agent said she would 'escalate' my complaint. I received no further contact. It became clear that I was a victim of fraud. Klarna then in June sent my account to collections effecting my credit score. On July 7 I spoke to Supervisor Nicole who gave me the erroneous email address *********************, address **** ********* ****** and the collection company True Accord to which my account has been placed for collections purposes. Supervisor Jim (ID ****) verified that the information that they were given by Klarna was not me and he would 'esclate' the case to their fraud department. I have not received resolution and am not sure True Accord is a real company or a phishing entity that Klarna has negligently exposed my information and myself to. This has caused me limited access to supplies for my home business and furthermore credit denials and distress.

  Business Response

  Date: 07/26/2022

  Hi ********,
  
  Thank you for reaching out with your concerns with Klarna, and providing us with valuable feedback. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. 
  
  About the issue concerning your account, we are not at liberty to provide any more information about the details of the "related account" due to compliance laws. We have however requested that our Account Specialist department take a deeper look into this issue, and we will have a Supervisor contact you via email as soon as there is an update on this issue. Finally, TrueAccord is a debt collection agency Klarna works with and we are happy to reassure you they take the security of our customers' information very seriously as well.
  
  Kindly accept our sincere apologies for any inconvenience you have experienced on this issue, and we will reach out as soon as there is an update on the matter. Have a lovely week ahead!

  Customer Answer

  Date: 07/27/2022

  This is the same answer I have received consistently from Klarna. It does not restore my purchasing power, I never here back from this elusive 'elevation team, it does separate the two accounts until your team can finally figure out it is not me, and continues to effect my credit score due to the collection on an erroneously tagged as mine though the telephone number, address, birthdate, email address and most importantly mobile number (which you use for authentication) does not match. I should not even be typing this all over. Your response was an attempt at seeing if I would go away. This was fir noticed by me on May 19, 2022. I am not going to relent until this is resolved.

  Business Response

  Date: 08/05/2022

  Thank you for reaching back out to us ********.
  
  We currently have our Specialist team investigating the link between both accounts, and will reach back out as soon as there is an update on the issue. Kindly remain patient with us, as we work to resolve this on your behalf.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!
  

• Initial Complaint

  Date:07/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've purchased from Klarna for awhile now but didn't have a real problem with this company til now. Not ablble to access my account to make changes to my address etc. When the system prompts me to enter my phone # for a code to be sent to me, i receive the code and enter it but it turns around and prompts me to submit my email for another code which isn't highlighted in the block and doesn't get sent. I've called their number and reached a representative and they said it was a Yahoo issue and to call them which I did and they clearly stated it wasn't a yahoo issue. Called the number again and was placed on hold and then all of a sudden there was a sound like a loud horn on my phone so I hung up. This happened a few times til I just gave up. I don't feel comfortable with them having my card information for fear something will happen to my account. I owe them 2 payments. My card is on auto pay which I'm not able to do anything about since I can't resolve this issue and get access to my account. I've always been in good standing with them, Please help. Thanks

  Business Response

  Date: 07/26/2022

  Hi ******,
  
  Thank you for reaching out to us! We understand your concerns, and are happy to work with you to restore access to your account. Our systems show that you have not been able to receive verification emails from us. This can happen when spam filters have been activated, or if customers' Internet Service Providers block emails from our systems. Please keep an eye out for email communication from our Supervisor as they will be in contact with you on a priority basis to resolve this issue.
  
  We hope you find this helpful! As always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

  Customer Answer

  Date: 08/03/2022

  I am rejecting this response because: 
  
  The issue was never resolved.  This business forces you to just give up and not do business with them anymore.  They had me going in circles without any resolution to the problem.   I wanted to have access to my account.  They said changing my email might resolve this and it didn't.  When I said I wanted to change back to the original email, they said I wouldn't be able to.
  

• Initial Complaint

  Date:07/20/2022

  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.

  On7/5/2022 I was issued a refund from ****** ****** for almost 3500.00 I immediately contacted Klarna to advise them the card used to make the purchase had been compromised and closed. I requested a check be mailed. I have called and chatted but keep getting told it’s been escalated and cannot seem to get anyone to tell me where my refund is or when to expect it.

  Business Response

  Date: 07/25/2022

  Hi ******,
  
  Thank you for reaching out concerning your refund on Klarna Financing Account ********. To begin, we would like to offer our unreserved apology for how long it took to process the refund, and the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. 
  
  While refunds are typically processed automatically, direct debit refunds have to be manually reviewed and at this time, we are happy to confirm that we have issued a refund of $3488.72 as a check to your account on file. The check has been sent out on our end, but kindly allow between 14-21 business days for it to be received on your end.
  
  Once again, we hope you can accept our sincere apologies for any inconvenience you may have experienced on this issue and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

  Customer Answer

  Date: 07/25/2022

  I accept the business's response to resolve this complaint. I have just received the refund from the company. 
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:07/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend made a purchase with Eric J through Klarna on July 3rd, 2022 through my referral link. The email is *********************** and the referrals email is ***********************.
  
  The order number for Eric J is *******
  The total amount on the order is $166.31.
  
  Under the invite friends link, it states that when you share your invite link and the referred friend makes their first purchase (payment) with Klarna within 7 days, both the friend and referral get a $20 Amazon gift card.
  
  I have tried to reach out to Klarna about the referral credit on multiple attempts and was told a different department will get back and I never hear back. Getting a customer service representative to help me is useless as they just keep giving me the go around about having someone else get back to me.

  Business Response

  Date: 07/25/2022

  Hi ******,
  
  Thank you for reaching out concerning our referral rewards program. To begin, we would like to offer our unreserved apology for how long it took to process the refund, and the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. 
  
  We understand your concerns, and are happy to shed more light on the issue. As part of the Terms and Conditions for our referral program, not have created an account and/or used the Klarna app (web or native) previously however in this case, the referred customer already had a Klarna account prior to the date of their first purchase. As a result, this is considered an invalid referral which is why there was no gift card issued. We have also attached a copy of our Klarna Referral Terms and Conditions for more information on this issue. For more information, please see the Referral Requirements section of our T&C here: https://cdn.klarna.com/1.0/shared/content/legal/terms/en-US/referral
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

• Initial Complaint

  Date:07/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a refund issued to me from Ticket Master on July 5th. When the refund was never passed back to me I contacted Klarna. I was told it was their mistake and they opened a ticket to get it refunded. As of today July 20th I still have not received my refund. Contacted Klarna again today and was told there is nothing they can do I just need to wait and see if the refund is processed.

  Business Response

  Date: 07/25/2022

  Hi ******,
  
  Thank you for reaching out concerning your refund of $685.07 on Klarna Financing Account ********. To begin, we would like to offer our unreserved apology for how long it took to process the refund, and the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. 
  
  While refunds are typically processed automatically, direct debit refunds have to be manually reviewed and at this time, we are happy to confirm that we have issued a refund of $685.07 to your original method of payment [***** ****** **** account ending in  ending in ********]. Please allow up to 7 business days for the funds to populate in your account.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

• Initial Complaint

  Date:07/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14th 2022, I made a $200 payment to klarna towards an event that later ended up being canceled. klarna has collected the refund from ticketmaster and has continued to give me a excuse after excuse after returning the funds to my bank acccount. I am tired of constantly calling and doing an online chat and given the same answers. I need the refund to my bank account immediately!

  Business Response

  Date: 07/25/2022

  Hi *******,
  
  Thank you for reaching out concerning your refund of $187.97 on Klarna Financing Account 43627719. To begin, we would like to offer our unreserved apology for how long it took to process the refund, and the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. 
  
  While refunds are typically processed automatically, direct debit refunds have to be manually reviewed and at this time, we are happy to confirm that we have issued a refund of $187.97 to your original method of payment [JPMorgan Chase Bank account ending in  ending in ••••••56]. Please allow up to 7 business days for the funds to populate in your account.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

• Initial Complaint

  Date:07/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with klarna. I paid for all of my accounts. I wanted to change email addresses and asked them to transfer or merge my accounts. They said they did. Years later, I've made all my payments, and the account stops working. I asked them for three weeks to fix it. I even gave them my old email address and ask them to check it for anything. They did and told me they found nothing. Today they emailed me after closing my account, saying that I did have something under the old email address that I didn't pay. I wonder how that could be since they were supposed to have merged the accounts!!! I want my account reopened. If there is an account they failed to merge, they should give me that information, so I can pay it but not close my account because this is not my fault but theirs.

  Business Response

  Date: 07/25/2022

  Hi *****,
  
  Thank you for reaching out to Klarna regarding this issue. We understand your concerns, and are happy to shed more light on this issue.
  
  After reviewing your account, we are able to confirm that order ******** with Grow Wild nCo that was placed on 27 May 2019 using your account [**********************] was never paid in full to Klarna and was in the process of being sent to a debt collection agency. Rather than being sent to collections, Klarna covered the difference ($30.00) and cleared the debt of the order. At this time, you will not be approved to continue shopping with Klarna. We advise using an alternative payment method moving forward.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 08/01/2022

  I am rejecting this response because: I did call and request for them to merge the accounts. This is their mistake and I want it fixed.
  

  Business Response

  Date: 08/08/2022

  Thank you for reaching back out, *****. We understand your concerns, however due to the previously explained circumstances surrounding the account, at this time, you will not be approved to continue shopping with Klarna. We advise using an alternative payment method moving forward.
  As always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!
  

• Initial Complaint

  Date:07/20/2022

  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.

  I had an order for $27 (order reference # **********) canceled on 7/4 and another order for $190.70 (order reference # **********) canceled 7/5. Klarna shows the orders as refunded. I had 2 other orders and an outstanding balance of $98.07. The refund has paid the outstanding balance, but it's been 15 days and I have not received my partial refund for the remainder back to my bank acct. I contacted customer service and after an hr wait, I received no resolution. Today, customer service says 1-2 working days.
  
  My acct number is ********. I just want my funds back that I am rightfully owed. I am attaching a screenshot showing the amounts refunded, but I haven't recieved back.

  Business Response

  Date: 07/25/2022

  Hi ******,
  
  We understand your concerns about your refund of $119.63 on your Klarna Financing Account ********. To begin, we would like to offer our unreserved apology for how long it took to process the refund, and the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. 
  
  While refunds are typically processed automatically, direct debit refunds have to be manually reviewed and at this time, we are happy to confirm that we have issued a refund of $119.63 to your original method of payment [******** ***** **** account ending in  ending in ••••••**]. Please allow up to 7 business days for the funds to populate in your account.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/29/2022

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