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.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  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:04/07/2025

  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 has been a whole Ordeal on KLARNAI I place and order for some tires 5 months ago or more. I have told you guys to dispute this multiple times . I retuned the tires to simple tire with the label they provided me and previously sent you guys all the documentation. The simple tire store is extremely incompetent if they wanted to refund me they would have they say they cant find the tires in the warehouse. How could they loose something they made me return. I read Klarnas Buyer protection, The issue is, IS soo hard to To start a claim with them, The process is give the buyer 21 days to respond. The first time , I did this with KLARNA, the seller never responded. and the closed the claim, Then I was told they had to do it again, is been over 21 days again, and the chat is absolutely incompetent. they theyll me they have to wait 21 again, But is been 21 claims, since I raised the CLAIM from 2/5/25. Clearly I have hit a rabit hole of incompetence, From simple tire and KLARNA. I have previously provide *** the documentation and Tracking as well as return labels Please have someone competent look into my case KLARNA order #4FGXGPTF

  Business Response

  Date: 04/08/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Simple Tire (4FGXGPTF).
  
  At this time this is disputed and will be handled by our Dispute Resolution team. They are waiting for the merchant to respond to your dispute. We are unable to expedite this process. You will be updated via email from Disputes Resolutions once they have either concluded the investigation or need any additional information from you. In the meantime the payments are paused. Thank you and have a great day.

  Customer Answer

  Date: 04/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23171667
  
  I am rejecting this response because: they have not said or dont anything new, they are basically just telling me to wait. I been waiting for 4 months, this is unacceptable 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/07/2025

  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 was trying to purchase an order through Bed, ****, and Beyond, also known as Overstock. During checkout, you have the option to pay in installments through Klarna. When going to the website, they suggested using the Klarna app, which caused multiple orders. I was able to cancel them with Bed, Bath, and Beyond (Overstock), but it is still showing as a purchase. They were suppose to be monthly payments, but they put all of the payments *********** bank charged me a courtesy pay fee (overdraft fee) for each transaction, and will not reverse them.

  Business Response

  Date: 04/07/2025

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with Overstock.
  
  We understand that there are charges/holds on your account from ********************** that you would like released. We would like to offer some clarification as to how our charges/authorization holds work when using Klarna. As part of our approval process, we conduct a pre-authorization hold on your specified card to ensure it is not being used fraudulently. 
  
  The charge/pre-authorization is immediately voided or reversed by Klarna if the order is denied or canceled, which means that the funds should not be withheld from your account. Processing times to reverse charges/pre-authorization holds vary by bank but we suggest waiting 1-7 business days as this is common times for many banking institutions.
  
  It appears you made multiple attempts at the purchase rather directly or indirectly as multiple orders and charges were created. These have since been canceled by the merchant in our system. Those charges have since been reversed. You have a zero balance with Klarna and we are not able to assist with the fees related to your bank. Thank you and have a great day.

  Customer Answer

  Date: 04/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23169955
  
  I am rejecting this response because:  I have bills that are due to come in, and I will accrue additional overdraft fees at $27.00 each. My account is in the negative and will continue to be negative with all of the charges. If nothing else, I am asking that the 3 charges of $51.57 be reversed IMMEDIATELY! If you can reverse the set up fee immediately, then why can you not reverse the other 3 charges, which by the way, were suppose to be a monthly charge, and not charged all at once.
  
  Regards,
  
  ********* ********

  Business Response

  Date: 04/08/2025

  *********,

  Klarna has refunded a single payment of $51.57 immediately when the order was canceled April 7. The other two charges were not accepted by Klarna therefore we do not have the funds to return. You will need to dispute this with your bank. We have attached the charges at this time. Thank you and have a great day.

  Business Response

  Date: 04/08/2025

  *********,

  Klarna has refunded a single payment of $51.57 immediately when the order was canceled April 7. The other two charges were not accepted by Klarna therefore we do not have the funds to return. You will need to dispute this with your bank. We have attached the charges at this time. Thank you and have a great day.

  
  

  Customer Answer

  Date: 04/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23169955
  
  I am rejecting this response because: I reached out to my bank and they reversed one of the overdraft fees. They told me I would need to recover the rest from Klarna. If this cannot be done, I will file a civil small claims lawsuit.
  
  Regards,
  
  ********* ********

  Business Response

  Date: 04/09/2025

  *********,

   

  We are not able to assist with fees in relation to your financial institution as we have shown these payments were rejected or refunded. Thank you.

  Customer Answer

  Date: 04/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23169955
  
  I am rejecting this response because: Attached are the documents showing the 3 charges on my account at $51.57.
  
  Regards,
  
  ********* ********

  Business Response

  Date: 04/09/2025

  *********,

  We have provided all of the information we have at this time. Klarna does not have the funds therefore your bank will need to dispute those on your end. We are not able to further assist with this matter. Thank you.

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service 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 my third time filing a complaint against Klarna, to no avail. I have contacted customer service for the last three months regarding issues such as being unable to update my contact number, to rude CS agents, to recently contacting regarding my payment pause ending on my accounts. I have chatted with Klarna a total of seven times in the last two weeks, requesting escalation, as I am out of the country in the hospital, and would not be able to deposit any funds in my account prior to the due date of my accounts on April 10th. I have received no assistance, and one of the ***s ********* told me to just allow my banking account to be overdrawn in order to make the payments. I challenged this as why would a *** suggest a vulnerable physically ill customer create more debt? I have been told on seven occasions by seven different ***s, that my concerns were escalated and I would be contacted within 48 hours, it has been months for the Initial complaint and weeks for this last complaint, and I have not been contacted by anyone from the escalation team! This is unacceptable !

  Business Response

  Date: 04/07/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your active orders being charged again soon.
  
  We have reviewed your concern and at this time your payments have been paused on a financial hardship for the third and final time. As we do understand you are not able to deposit money into the said account, we are not able to pause the order a fourth time. Your orders will attempt multiple times, days apart. Due to the order being placed on three 30 day pauses, we are unable to assist with pushing the due date back any further. We understand this is not ideal but it is accurate to our policies. All upcoming, failed or successful payments will be communicated via email. Thank you and have a great day.

  Customer Answer

  Date: 04/07/2025

  The response did not address the concerns I have had for the last 3 months relating to the lies told by the ***** I have never received an email follow up from the escalation team, no one ever addressed my complaint about the phone number change, and today the generic reply, failed to detail the amounts of the charges which will be attempted etc... 
  
  Regards,
  
  ****** ****

  Business Response

  Date: 04/08/2025

  ******,

  To update your number, you will need to complete this in the app as customer service is not able to change this on your behalf. Open the Klarna App:
  Click on your profile icon located in the upper left-hand corner. Navigate to Account Settings: Scroll down to the ************** and click on Account info and address. Update Phone Number: Click on Phone number. Click Add number to add and verify the new number. Once the new number is verified, delete the old phone number.

  We do apologize for your customer service experience. As a courtesy we have cleared two of your five active orders. This would include your **** order, ********, for the remaining balance of $$16.98. The other order is *****, ********, for $17.40. Your three remaining active orders are due as followed: $39.35 for **** (********) due 4/21, $33.86 for ****** (********) due 4/23 and lastly $11.41 for ****** (********) due 4/22. We hope this addresses your concerns in full at this time. Thank you and have a great day.

  Customer Answer

  Date: 05/30/2025

  Once again, I have to formally file a complaint in order to receive any assistance. There has been an
  ongoing issue with lies being told by Klarna reps, and my requests my escalation going
  unanswered. My accounts were placed on a pause due to a medical issue. I was advised via chat that
  my pause ended on April 21st, and that no payment would be attempted before that time, however,
  an attempt was made on April 15th. I contacted Klarna, and was told a mistake had been made, I
  requested to be set up on a monthly repayment plan for all of the accounts, since I was still in the
  hospital. The agent failed to help me with this, and claimed that I would need to agree to the
  repayment plan before the could advise me of the when the repayment plan would start or the
  amount of the plan. I explain that this was unacceptable as I could not commit to a repayment plan
  without knowing if I would be able to afford the repayment, or when the repayment would begin.
  The agent refused to provide that information, and despite me requesting to have the issue
  escalated, the agent disconnected the chat without providing the information nor placing a pause on
  my account. Keep in mind, I am still in hospital, so to have to continue to chat about this is
  extremely frustrating. Needless to say, I was never contacted by any member o the escalation team.
  I then chatted back with another rep, and another 30 day pause was placed on my account, as I was
  still waiting for contact from the escalation team in order to receive information as to terms of the
  repayment plan.

  
  On May 22nd, I chatted back to request an update on my complaint and to also find out when my
  pause would end, and when my payments would resume. The rep advised me that my payments
  would not resume until after the 24th, and that I would be notified of my payment dates after the
  24th. Keeping in line with the substandard and misinformation provided for the last 6 months, once
  again, the information provided was not true, as when I checked my email, I received failed
  payment attempts dated on the 22nd of May! On the 23rd of May, I chatted with Syed Abul, who
  advised that the rep I chatted with on the 22nd, made a mistake when he told that the payments
  would not resume until after the 24th. At that point, I requested escalation as I no longer trusted the
  information being provided by the reps. The rep Syed refused to escalate my concern. I asked more
  than 11 times for him to escalate my concern, which he refused to do. He then claimed that he was
  placing another pause on my account and that I would be contacted by a member of the escalation
  team in 48 hours. It is no surprise that more than 84 hours later, I still have not been contacted.

  This is absolutely ridiculous! I am a vulnerable customer, and the hassle I have had to go through to
  receive proper assistance from Klarna reps has been deplorable. Each time I chat, I am lied to, and
  provided false information, despite me requesting escalations, no one ever follows up with me. I am
  tired of the false promises and generic responses, claiming my concerns will be addressed. I have
  been lied to multiple times, payments have been attempted to be withdrawn on dates on different
  dates than I was advised.

  I WANT HELP NOW!!!!! AND I WANT ANSWERS AS TO WHY I
  HAVE BEEN LIED TO ABOUT REPAYMENT DATES, AND WHY DESPITE MY MUTPLE
  REQUESTS FOR HELP FROM A MEMBER OF THE ESCALATION TEAM, I STILL HAVE
  NOT BEEN CONTACTED?

   

  Customer Answer

  Date: 05/30/2025

  Once again, I have to formally file a complaint in order to receive any assistance. There has been an
  ongoing issue with lies being told by Klarna reps, and my requests my escalation going
  unanswered. My accounts were placed on a pause due to a medical issue. I was advised via chat that
  my pause ended on April 21st, and that no payment would be attempted before that time, however,
  an attempt was made on April 15th. I contacted Klarna, and was told a mistake had been made, I
  requested to be set up on a monthly repayment plan for all of the accounts, since I was still in the
  hospital. The agent failed to help me with this, and claimed that I would need to agree to the
  repayment plan before the could advise me of the when the repayment plan would start or the
  amount of the plan. I explain that this was unacceptable as I could not commit to a repayment plan
  without knowing if I would be able to afford the repayment, or when the repayment would begin.
  The agent refused to provide that information, and despite me requesting to have the issue
  escalated, the agent disconnected the chat without providing the information nor placing a pause on
  my account. Keep in mind, I am still in hospital, so to have to continue to chat about this is
  extremely frustrating. Needless to say, I was never contacted by any member o the escalation team.
  I then chatted back with another rep, and another 30 day pause was placed on my account, as I was
  still waiting for contact from the escalation team in order to receive information as to terms of the
  repayment plan.

  
  On May 22nd, I chatted back to request an update on my complaint and to also find out when my
  pause would end, and when my payments would resume. The rep advised me that my payments
  would not resume until after the 24th, and that I would be notified of my payment dates after the
  24th. Keeping in line with the substandard and misinformation provided for the last 6 months, once
  again, the information provided was not true, as when I checked my email, I received failed
  payment attempts dated on the 22nd of May! On the 23rd of May, I chatted with Syed Abul, who
  advised that the rep I chatted with on the 22nd, made a mistake when he told that the payments
  would not resume until after the 24th. At that point, I requested escalation as I no longer trusted the
  information being provided by the reps. The rep Syed refused to escalate my concern. I asked more
  than 11 times for him to escalate my concern, which he refused to do. He then claimed that he was
  placing another pause on my account and that I would be contacted by a member of the escalation
  team in 48 hours. It is no surprise that more than 84 hours later, I still have not been contacted.

  This is absolutely ridiculous! I am a vulnerable customer, and the hassle I have had to go through to
  receive proper assistance from Klarna reps has been deplorable. Each time I chat, I am lied to, and
  provided false information, despite me requesting escalations, no one ever follows up with me. I am
  tired of the false promises and generic responses, claiming my concerns will be addressed. I have
  been lied to multiple times, payments have been attempted to be withdrawn on dates on different
  dates than I was advised.

  I WANT HELP NOW!!!!! AND I WANT ANSWERS AS TO WHY I
  HAVE BEEN LIED TO ABOUT REPAYMENT DATES, AND WHY DESPITE MY MUTPLE
  REQUESTS FOR HELP FROM A MEMBER OF THE ESCALATION TEAM, I STILL HAVE
  NOT BEEN CONTACTED?

   

  Business Response

  Date: 06/02/2025

  Monica,

  Your 3 active orders are currently paused. We are not able to refund any payments. Please note your hold last 30 days. Once it is over, you are emailed an updated payment plan. 

• Initial Complaint

  Date:04/07/2025

  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.

  One purchase should be one charge , I get hit with 4 charge ?

  Business Response

  Date: 04/07/2025

  Hello Ali,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****************** (RP524BJ7).
  
  After reviewing your order we can see this order was placed on April 7th, 2025, however this order was later canceled the same day. You may have noticed an authorization hold placed on your account for the order, however is immediately voided or reversed by Klarna, which means that the funds should not be withheld from your account. Processing times to remove pre-authorization holds vary by bank. 
  
  Please note that authorization holds are simply pending and should never post as a charge. This means that the authorization reversal will not reflect as a refund. The pending amount will simply be released from pending and fall off of your bank statements. If the pending hold is no longer visible on your account that means that the authorization hold was successfully released.
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
  
  

• Initial Complaint

  Date:04/05/2025

  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 purchased a pair of jeans from what I now realize is a fake internet shop using your company’s pay-in-4 option on February 12, 2025. I have attempted multiple times to reach out and get this canceled and refunded as I never will receive this item. Even the fake tracking I received from the “shop” says my order was returned to them on March 4th. I am extremely frustrated that your company supports fraud in this manner.

  Business Response

  Date: 04/07/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your order, ********.
  
  We have reviewed your concern and the previous disputes for this order. At this time we have waived the order as a courtesy. To compensate we have credited your Klarna Balance with $40.00. You are able to use these funds to pay on active orders or to place a new order with a partnered merchant. The order is no longer active or due. Thank you and have a great day.

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:04/05/2025

  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 would like to file a complaint against the company Klarna, due to not allowing me to pause my payment for 30 days and preventing me from having further interactions with agents. For the last week I have been requesting to have my payment paused due to having medical bills to pay but all **** stated I could no longer pause payments, as I exceeded the time with the hardship program. However, my daughter has received extentions numerous times, even a month ago. I would like to add that I sent multiple messages today, with no response or the option to speak with one. I am very upset. I've tried to make payments when I can but I have excessive obligations. I hope this matter can be resolved.

  Business Response

  Date: 04/07/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (287J5FR8).
  
  We have reviewed the matter and we have learned that the order you are wanting to pause has exceeded the allowed financial hardships. All term loans orders are allowed three 90 days courtesy pauses. As this order is from December 2022, we are not able to assist with pausing the order any longer as it has received six financial hardship pauses. Thank you and have a great day.

  Customer Answer

  Date: 04/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23164431
  
  I am rejecting this response because: 
  I only requested one last extention for 30 days, due to medical bills, along with other excessive obligations. 
  Regards,
  
  ****** ******

  Business Response

  Date: 04/07/2025

  ******,

  We understand your request but we are not able to grant it at this time due to order exhausting the financial hardship program limit. Thank you.

• Initial Complaint

  Date:04/05/2025

  Type:Customer Service 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 am writing to file a complaint against ********* regarding my recent purchase of an AC swamp cooler for $151, which has turned out to be defective and is leaking. I have tried multiple times to contact SP Punovo about this issue, but their response has been extremely poor, and they dont seem to understand the severity of the matter. I would like to return the product, but they keep rejecting my return request simply because it was opened from the box, even though it is still in good condition aside from the leak. I believe they should take accountability for this situation and issue a refund.

  I purchased the cooler through Klarna, relying on their protection for a peace of mind, but now Klarna is also rejecting my dispute resolution despite my providing ample proof of my purchase. They claim its up to the merchant, which feels incredibly unfair. As a loyal customer, I expected better treatment from both SP Punovo and Klarna. I hope this complaint will help resolve the issue, as this has been ongoing for two months now, and I feel scammed by SP Punovo. This was shipped with ****** shipping and below I provided the tracking number.

  Business Response

  Date: 04/08/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your order, PXZ046FH. 
  
  We have reviewed your dispute and this is currently disputed again at this time. The previous disputes were closed due to the provided response of the merchant. They stated they are not able to accept a return that is not in the original packaging. We are unable to override their policy in regards to this. As there is a new dispute, a new investigation is held. You will be updated if a new outcome has been determined based upon any possible new evidence. Thank you and have a great day.

  Customer Answer

  Date: 04/08/2025

  Reject Business Response:  you are indicating you do not consider the matter resolved. Klarna had a buyer protection with this purchase. Thats why I tested out this product. How else would I know if this would work or not???

  Customer Answer

  Date: 04/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23164424
  
  I am rejecting this response because: Reject Business Response:  you are indicating you do not consider the matter resolved. Klarna had a buyer protection with this purchase. Thats why I tested out this product. How else would I know if this would work or not???
  
  Regards,
  
  **** ****

  Business Response

  Date: 04/09/2025

  ****,

   

  Your dispute was denied as the merchant does not accept returns that are not in the original packaging. We are not able to override this matter. Thank you.

  Customer Answer

  Date: 04/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23164424
  
  I am rejecting this response because: 
  They are not going by their buyer protection guidelines and its upsetting how they know I received a not working product  and how I have to deal with it regardless is so upsetting and the dont care at all. Im not paying this and Im filing a dispute with my bank institution. 
  Regards,
  
  **** ****

• Initial Complaint

  Date:04/05/2025

  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 ordered an product and I never received it, I trying get my refund back

  Customer Answer

  Date: 04/07/2025

  Consumer called BBB - this is about DHGate - separate order - 3.2.25 $49.88 

  Business Response

  Date: 04/07/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with DH Gate (PFWLK8GR).
  
  We have reviewed your concern and at this time the 1st dispute is active. This means the order was paused, giving you time to address the matter with the merchant before being escalated. As the dispute does not seem resolved, we have escalated it at this time. The merchant has 14 days to respond and once they do, you will be updated via email by our Disputes Resolutions team. Thank you and have a great day.

  Customer Answer

  Date: 04/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  I want my refund, I had contact you about this issue I never received the item I got proof from **** stating the package was sent to the wrong address 
  Complaint: 23164311
  
  I am rejecting this response because: 
  
  Regards, I want my refund I never received the package and also I gave  ,you an letter as evidence saying that the package got send too the wrong address you can contact the **** number that was left it been almost 2 months I still didn't receive no refund, the only way this will be resolved if you give me refund back 
  
  ****** ******

  Business Response

  Date: 04/22/2025

  ******,

  The order has been refunded. Your payments will be returned to your original form of payment in 1-7 days. The order is no longer owed. Thank you and have a great day.

• Initial Complaint

  Date:04/05/2025

  Type:Product 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 1/10/25, I ordered a wig from the 'company' ******** who had a wig advertisement on Instagram. I used my Klarna account to make the wig purchase by using the four payments option provided by Klarna. I requested a refund with Klarna after receiving a package from ******** that contained socks instead of a wig.

  A few days later, I received two other packages from ******** that had the same tracking number as the original package sent. I could tell that the other packages also didn't contain a wig by just looking at the size of the package and feel of the package, so I didn't open them. I intended on sending all three packages back to ********, but the sender address listed on the packages is a location in the middle of nowhere.

  I made it aware to Klarna about the issue and requested a refund because their policy states that customers are eligible for a refund if the item received significantly deviates from the item ordered, which applies to my case.

  Klarna paused my payments to 'investigate'. I provided Klarna with evidence showing that I was scammed and that they are connected to a scamming website. I provided the same tracking that was available on ********'s website, my Klarna account and on all three packages. I also showed Klarna the socks I received from the opened package. I told Klarna that I could send a video opening the other two packages to show that they are not a wig either.

  Klarna told me that they couldn't verify the evidence I sent them and to reach out to the company ********, who are clearly scammers. Klarna resumed my payments. Klarna did not resolve my issue or took my report for a scammer company seriously. I have currently paid three out of the four payments and I refuse to pay the fourth.

  Business Response

  Date: 04/10/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******** **** (********).
  
  We have reviewed your concern. At this time your order has been fully refunded and the order is no longer owed. Please allow 1-7 days for your refunds to reflect to the original form of payment. Thank you and have a great day.

  Customer Answer

  Date: 04/10/2025

  I accept the business' response to resolve this complaint. Thanks for assisting and addressing my concerns and issues with this claim.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/04/2025

  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.

  I made two purchases with two different cards and two different loan IDs how ********************** at Forever 21. I was refunded originally to the original card on Klarna (different last four digits and different loan id since the purchases were separate. Forever 21 just added the refunded purchase to a different forever ************************************************************************************ Im pretty sure that is highly illegal to give a refund then revoke the refund then add it to a completely different purchase and Klarna is allowing it. They have also kept refunds from me even when I sent in all the proof I returned an item and ignore me in emails then send me emails with the wrong information. The refund back was to your **** of 7012 and another (4 digits card) then when I explained that those arent my cards those are Klarna cards they send me a ridiculous email full of lies and mistakes.

  Business Response

  Date: 04/12/2025

  Hi ***** - 
  
  Klarna is in receipt of your complaint ********, related to two refunds from Forever 21 that were applied to your account. 
  
  ********************** is always looking for ways to better serve our customers in the future, and we take your feedback very seriously. The One-Time Card was used in conjunction with Apple Pay, and since Apple Pay uses encrypted numbers on cards, any refunds issued to the wallet can be applied to any card in the wallet, including other One-Time Cards. This can cause the refund to be applied to the incorrect card and the order it was used on, as it has with this case. We are sorry for the confusion of the refund placement. As this is an issue on Apple Pay's end, we are not able to prevent this from happening.
  
  After reviewing your account, we can confirm that the two refunds of $13.14 and $49.90 were issued to order 6D6LZ34Q, a different one-time card order. These refunds were used to pay the order in full, and after the refunds were applied, this caused an overpaid balance of $11.43 (the first installment you paid), which was then refunded back to you. 
  
  After the refunds were issued and your first installment was paid, there was still an overpaid balance of $17.32 that was refunded back to the primary card on your Klarna account. 
  
  As you have been refunded in full; partially to a different one-time card order and partially back to your personal card, there is no further refund due from Klarna at this time. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.