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

  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:07/18/2022

  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.

  Purchased a one time use card from Klarna to make a purchase at ******. Order was cancelled within minutes after purchase. The one time use card was never authorized by ******. The transaction was 7/5/22. Klarna has not refunded the money withdrawn from my checking account despite numerous chat sessions with Klarna representatives. The last person I chatted with stated he would escalate the problem to a supervisor.
  Order number: ORDER # ******************* 
  It has now been two weeks and I have heard nothing from Klarna regarding the refund of my money even though the card was never used.
  Klarna order reference number is: ********

  Business Response

  Date: 07/22/2022

  Hi *******,
  
  Thank you for reaching out regarding ****** order ********. We understand your concerns, and hope to shed more light on the status of this order. Klarna typically allows up to 14 business days for orders to be cancelled by the store before being able to manually adjust it on our end. At this time however we can confirm that the order has been cancelled and as a result your payment of $110.03 has been refunded to your original method of payment [VISA ****]. Please allow up to 7 business days for the funds to show up 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: 07/25/2022

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

• Initial Complaint

  Date:07/18/2022

  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 purchased a wig through Klarna where the funds are given to HongKung Ossilee Trading.
  I received a wig that was just unacceptable, it was smelling like urine, cats, and other things I can’t even describe. It’s just plain nasty and disgusting. I believe in fair plain customer service and have not received that.
  I emailed Klarna and Ossilee to resolve the matter. I was told by Ossilee to just wash the wig as a resolution. I asked for a return label but they would not provide one. I’ve emailed constantly to ask for a resolution to this matter but never did receive one.

  Business Response

  Date: 07/22/2022

  Hi *****,
  
  Thank you for reaching out about your HONGKONG OSSILEE TRADING LIMITED 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. 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 goods or services you order or purchase from merchants, including, without limitation, the quality of such goods and services and how and whether such goods or services are delivered. Klarna does not provide any endorsements or guarantees for any goods or services offered for sale on third party websites linked to the Klarna Services. We also show that you reported the issues in-app, but our system did not receive the requested follow up information to pursue the investigation further.
  
  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:07/18/2022

  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 placed an order at ************ on Oct.15 2021,order#********* for$76.47 paying with Klarna.I returned the full order shortly after but at that time i also had to close my bank account because of fraud.In turn i forwarded my new account info to Klarna but they instead said they refunded the refund to the old account in the amounts of 19.11 and $51.36.After numerous calls and emails to Klarna starting in Nov.2021 i was told i would get a check instead.Still waiting.After 10+emails later i am still being told the same thing about a receiving a check.Klarna can see that i didnt receive the refund that was sent to the closed account but they still wont give my money back.I have all the correspondence between Klarna and i and each one states that they are sending a check or theyve already sent it.Calling and texting is getting me nowhere.******** received the items the end of Oct.2021 but Klarna refuses to give me my refund.Klarna says they issued my refund to the original payment method but as i stated before to them that account was closed.The order reference # for this transaction with Klarna is **********.I dont know how to upload the emails but i'll try if its needed.Thank you.

  Business Response

  Date: 07/22/2022

  Hi *******,
  
  Thank you for reaching out regarding your refunds on ******** ********** order ********. We understand your concerns, and are happy to shed more light on this issue. When a refund is due on an order, we reverse the payments the customer made towards their Klarna order, back to the original method of payment. In the event that a customer's account is no longer in use, two scenarios play out:
  
  1. The customer's bank rejects the refund, and we then send a check to the customer's address on file.
  2. The customer's bank accepts the refund, regardless of the status of the account. In these situations, we ask that the customer reach out to their bank for more information about their refund.
  
  In this case, the second scenario is the situation of your refunds of $19.11 & $51.36. This means that your bank has accepted these refunds however as a courtesy, we recently had a check of $51.36 re-issued to your address on file. We have also put in another check request for the refund of $19.11 as well, to the same address. Our check requests are processed on a bi-weekly basis so please allow between 14-28 business days for the more recent check to be received on your end, and between 14-21 days for the $51.36 check to be received as well.
  
  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: 07/25/2022

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

• Initial Complaint

  Date:07/18/2022

  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.

  Since Jan 2022 I have been trying to get a refund from Klarna for a ring that I purchased from **** *** ***. I have call Klarna over 50 times since then to get my money refunded bach to me. All they do is state that they will escalate and weeks and weeks go by without and correspondence. On Apirl 6th they refunded $116 and $309 into my checking account and I was still owed $786. That money was to be returned to another that my husband made payments. I informed them that this account was closed and there was no way for me to get my money back. After 2 months of yelling on the phone with Klarna they said that the refund was not processed because the account was closed which was what I told them and that they would be mailing me a check,. Since June 7th I have been waiting for a check. I put a downpayment on another item and lose my $100 becuase I never got the balance of my money. The told me after more phone calls that a check was sent out on June 23 and it would take 2 -3 weeks. Here we are July 18 and still no check. I called Klarna again today and they said it is once again in escalations. This company is a complete fraud and I have had a nervous breakdown from all of the phone calls and lies. This moeny is for an anniversary ring that I my husband wanted to purchase for me and it has turned into (*word rejected*) Please assist in this matter. My case number is *******. Thank you

  Business Response

  Date: 07/22/2022

  Hi ******,
  
  Thank you for reaching out regarding your refunds on Klarna Financing Account ending in ****. We are truly sorry for the delay in getting these refunds processed, and are grateful for the valuable feedback you provided about the level of service you have received on our end. 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.
  
  Our systems do show that refunds of $209.00 and $100.00 were attempted to the ******* *** **** account ending in ••••** which failed, but we can confirm that a check for $309.00 has since been mailed out to your address on file. Kindly allow between 14-21 business days for the check 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

  They have been lying and  telling me for months that they are sending me a check. They owe me $786. as is in the letter attached. They are a scam!!!!!!!! 
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 07/29/2022

  Thank you for reaching back out ******!
  
  Upon further review, we do show that two other attempted refunds [in the amount of $284.00 and $193.00] bouned as well! We have now requested that additional checks be sent for these amounts, and with the check of $309.00 already processed, this brings the total check refunds you are expecting to $786.00. Please allow between 14 - 21 business days for the checks to be processed and delivered accordingly.
  
  Kindly accept our apologies for the delay in getting this processed, and any oversight on our end as it was not our intention to mislead you in any way. Have a wonderful weekend ahead!

  Customer Answer

  Date: 11/02/2022

  Klarna owes me $786.00 for a return back from January 2022. They still have not refunded me the money and every time it's lies and lies. I am tired at this point. They are a total scam.

  Business Response

  Date: 11/10/2022

  Hi ******, 
  
  We appreciate your response in regards to order ******** from Klarna!
  
  We’re sorry to hear that you’re still waiting on the entire refund. We mailed two checks in August to the address on file.
  
  The first check of $309 was mailed on August 1, 2022. We’re able to see that it has not been cashed.
  
  We sent another check for $284 on August 31, 2022. This check has not also been cashed.
  
  We’ve begun processing those checks again so you will have new ones issued to you as well as another check for $193, totaling the full amount of $786 that you’re looking for. Our Account Specialists will email you with tracking information for the checks as well. Please allow 2 business days to receive that information.
  
  We hope this helps!
  
  Have a Smoooth Day!

• Initial Complaint

  Date:07/18/2022

  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 used Klarna to purchase an order from SUGOI mart on may 14th 2022. The order was for $70 dollars and order number is **********. I never received the order and I even contacted the company in Japan about the order. I notified Klarna that I never received the item and told them that I even had already contacted the company. The company in Japan said that it would take up to six months for my item To be received. The company stated that it showed it would take up to six months because I went by a different shipping . Only one shipping showed when I made the order with them no other options were available. Nor did it show that it would take up to six months to receive my product. I’ll let Klarna know all of this and even provided showing that on the company’s website, But it did not show about taking up to six months to receive my item. Klarna contacted the company and Klarna put down that my item was delivered to me. I never received the item and I even had proof that the company didn’t show that it would take up to six months. So now Klarna is taking money out even though I never received the item and I don’t even know how many more months it’s going to take before I ever receive it. Plus Klarna put down that it was delivered. I try talking to Klarna and now they’re just being really rude about the situation. And they’re taking their money out of my account to pay for something I never got. I would like my order canceled and my money refunded to my account. Klarna is the one I went through to pay for this order and the company deals with Klarna about the payments not me.

  Business Response

  Date: 07/21/2022

  Hi *******,
  
  Thank you for reaching out about your Sugoi Mart 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, and refunded your payment of $52.50 to the original method of payment [VISA ****]. Please allow up to 7 business days for the funds to reflect in your account. 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 goods or services you order or purchase from merchants, including, without limitation, the quality of such goods and services and how and whether such goods or services are delivered. Klarna does not provide any endorsements or guarantees for any goods 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!

• Initial Complaint

  Date:07/17/2022

  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.

  On 6/26 the following order was canceled from the store and they noticed Klarna of this. Klarna sent me an email stating they would refund the amount of $156.45 back to my discover since the order was canceled. Since I never received the refund within the specified timeframe I had opened up a dispute through my bank. The dispute was closed due to Klarna finials refunding me the $156.45 but on the Klarna app it shows I was refunded twice and I owe $156.45 because the dispute was open. The credit card company has closed the dispute and reversed the second credit. I’d like for you to look into this and remove the balance due on my account. I only got the refund in the amount of $156.45 once not twice so I should not owe anything and the dispute has been closed through my bank so that second credit should’ve been reversed meaning I should not have a balance due.
  
  The order reference number is # **********

  Business Response

  Date: 07/21/2022

  Hi *******,
  
  Thank you for reaching out concerning ******* order ********. Our systems now show that the initial chargeback of $156.45 which means the balance has now been resolved and there is nothing left to pay! Please feel free to confirm this in-app as well. 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!

  Business Response

  Date: 07/29/2022

  Hi *******,
  
  Thank you for reaching back out! We have reset the balance on the order and it should reflect as paid on your end now!
  Have a lovely weekend.

  Customer Answer

  Date: 08/01/2022

  
  
  I accept the business's response to resolve this complaint but I would now also want to have my Klarna account closed. 
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/17/2022

  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 made a purchase from Rainbow Shops and returned to items on 13 June 2022. I contacted Klarna to pause payment. Rainbow Shops received the items on 5 July 2022. A Fedex supervisor called Rainbow Shops to verify they received the return and Rainbow Shops verified. They stated at the time they were doing the return for refund. Upon checking 15 July 2022, nothing had been refunded, so I called Klarna informing them of this. A representative from Klarna told me that if Rainbow Shops does not refund, I will be responsible for paying them. I told him this is not so. The store has indicated several times to several people they had the items back. A manager from Rainbow Shops lied on the 15th and said she had to redo the refund because the first one did not go through. I called back hours later to find that now Rainbow Shops s saying supervisor is looking over the paperwork to do the refund. Klarna told me I need to keep calling Rainbow Shops and I told Klarna I did not because now it is their job to get their money back from Rainbow Shops. Rainbow Shops has merchandise and wont refund Klarna. Klarna is now trying to say that I am liable for Rainbow Shops not refunding the money back to them. Klarna is threating to charge my card and this is a no go. Klarna needs to fix this issue with Rainbow Shops.

  Business Response

  Date: 07/21/2022

  Hi ********,
  
  Thank you for reaching out regarding your Rainbow Shops order ********. We understand your concerns, and are happy to shed more light on the issue. At this time, we can confirm that the store has refunded $41.48 towards the balance on the order which was $48.86 which left a balance of $7.38 to be paid. As a courtesy, we removed this outstanding balance so you no longer have to pay on this order and can consider it closed!
  
  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:07/16/2022

  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.

  This is for an order placed back in May for a 1800 Flowers in the amount of 67.82 Order #**********. The order was put under Klarna 4 payment plan for 16.95 from May 3- June 14 which has been paid off. On July 16 checking status I see that this crooked slimey company is trying to get a 5th payment for 33.92 stating that the 67.82 purchase is 101.74 when it is not and that my card will be charged 33.92 on JULY 29? Why is Klarna such frauds. How can try to get more money for an order that is already paid off and change the amount for the purchase. I have contacted 1800 flowers regarding the issue and they just told me to contact Klarna after being on a 45 mins hold. Horrible companies they both are. I was not even able to speak with Klarna rep as their hold time was 95 mins? What disgusting and unsatisfying service. Please BBB I hope you can assist with this ridiculous matter with these companies that I will never or ever use nor recommend. I am a single mom with a child with autism and chronic disease of my own and feel extremely overwhelmed and taking advantage of dealing with such a detrimental issues affecting my health as this not my first complaint against Klarna or 1800 Flowers. Please assist. Thank you

  Business Response

  Date: 07/21/2022

  Hi *******,
  
  Thank you for reaching out regarding 1800 Flowers order ********. We understand your concerns and are happy to shed more light on the issue.
  
  On 14 June 2022, we recorded your final payment of $16.96 which completed payments on this order. Subsequently however [On 14 July 2022 to be precise], your bank contested [also known as chargebacks] your last two payments of $16.96 each [$16.96 * 2 = $33.92] which caused the payments to be withdrawn from the Klarna order, and as a result created a new debt in that amount of $33.92. This is therefore not an additional charge, as with the contested charges you have only paid total amount paid towards the order minus the contested charges [$67.82 - $33.92]= $33.90 towards this order. For more information about the contested charges, please reach out to your bank using the following information:
  
  $16.96 originally paid on 31 May 2022 but contested on 14 Jul 2022; Acquirer Reference Number ************************
  $16.96 originally paid on 14 June 2022 but contested on 14 Jul 2022; Acquirer Reference Number ************************
  
  The Acquirer reference numbers we provided may help them locate the charges if needed. 
  
  Finally, we see that a dispute has been placed on the order on our end [you can see this in the Klarna app] citing "incorrect invoice". Our system will send out an email requesting further evidence to investigate this issue but in the meantime this dispute pauses the billing until 28 July 2022 so you do not have to worry about being charged for this order right away! This gives you some time to inquire more about the chargebacks from your bank as necessary.
  
  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!