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. has 4 locations, listed below.

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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:07/15/2022

  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 used Klarna to make a purchase though Ticket Master. The concert that I purchased tickets for was cancelled and Klarna received the refund. I made two payments of $36 each which should be refunded to me. I have used the chat, and reached out over the phone. I have been told I did have money owed to me and they did not know why it had not been refunded and that they did not have a timeline in which it would be resolved. No one seems to know how to refund my the money owed to me. It takes hours to get ahold of someone by chat and they just disable the chat quickly after responding. I have called and they hang up. I am at a loss for finding a resolution.

  Business Response

  Date: 07/21/2022

  Hi *****,
  
  Thank you for reaching out! We understand your concerns about your refund of $68.00 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 full refund of your payment of $72.00 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: 07/25/2022

  I accept the business's response to resolve this complaint. Thank you for your assistance as it would not have been resolved without you. I did receive my refund.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/15/2022

  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.

  Hi,
  I placed an order with ***** ********* using Klarna as a paid service. However, once I received the items they were all made out of polyester and my purchase was $$275.65. I was informed to communicate with the store which I did and every email was noncompliant. Finally, I was advised I could return the items I paid ***** and **** because the store would not provide a return label. My order number is ********. Klarna continues to tell me the store has closed my dispute owing me still $104.35. At this point, I also feel I should be returned my return fee due to all the back and forth and headache they are causing me. I will never use their service again.

  Business Response

  Date: 07/20/2022

  Hi ********,
  
  Thank you for reaching out concerning your ***** ********* order ********. We understand your concerns and are happy to shed more light on the issue! When a purchase is initiated, we pay the store on the customer's behalf, and allow customers the flexibility of paying us back in installments. To this end when an order is cancelled or returned, the store is expected to update the order and/or refund Klarna accordingly. When Klarna receives the update, we will then adjust the payment accordingly.
  
  We understand that you were not satisfied with the quality of the product received. As a result of this, our Resolutions team reached out to ***** ********* to investigate this on your behalf, and have provided you with an update regarding the investigation. For more context, 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.
  
  In this case, the total amount of the order was $367.54 and the store refunded $263.19. when this refund was adjusted towards the active balance on the order, it overpaid the order by $171.30 which was promptly refunded to the original method of payment. To this end, there are currently no further refunds due on this order, but you are welcome to reach out to the store to have the shipping fees refunded. Once this is done, we will happily adjust the balance on our end and refund you accordingly.
  
  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:07/15/2022

  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 name is ******* ******** ********** and I am a Klarna customer. I am reaching out in regards to my order reference #********-1 and store order reference ***********. On January 9, 2022, my fiancé and I purchased what we thought would be my wedding ring. Unfortunately, I took a couple months to be delivered after numerous issues with the seller admitting they broke the center stone and had to reorder the stones and reconstruct the ring. Once the ring arrived, it was not at all representative of the photo which led us to buy it. I immediately reached out to the seller and expressed concerns. He advised it could just be that the ring became extremely dirty after going through customs and due to the extensive travel history. Shortly thereafter, I noticed a huge black mark inside the stone and reported the issue to the merchant whose only option at the time was to return the ring to have them examine it, which could take another several months. Instead, I requested to take the ring to a local jeweler for examination at the merchant's expense and have heard nothing. I have reached out to Klarna customer service several times to report this issue, yet my efforts have proven futile. It took over a month for a supervisor (*****) to reach out to me. I advised I needed a supervisor to the last customer service agent because my payment plan showed 3 payments were overdue, yet there is an issue with this product. My payment plan no longer allows me to make monthly payments and instead is seeking total amount due. ***** advised that he could not address that issue until my merchant dispute was resolved, at which point my payments were paused, pending additional information from your disputes team. Well, unbeknownst to me, the email from your disputes team went into my spam folder and was not found until yesterday, at which point I had another email advising the dispute was closed due to non-response. Now, my account is in debt collections. I am thoroughly confused. Help!

  Business Response

  Date: 07/20/2022

  Hi *******,
  
  Thank you for reaching out concerning your **** order ********. We understand your concerns, and have noticed that one of our Supervisors has been in touch regarding this order. Currently, it has been disputed, and we will be in touch with you as soon as there is an update on the dispute. In the meantime, please exercise patience with us while we work to resolve this issue on your behalf and ensure to keep an eye out for our email communications 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!