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:06/13/2025

  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.

  Ordered item through Klarna from ******* ****. May 6
  Item was too small….
  Return item ….May 9
  For some reason ******* **** credit 55.and some change
  Now Klarna want me to pay the difference but I returned it
  Klarna want me to contact ******* **** but when I go to the site it dont have any record of me ordering anything now I have a balance due and Klarna don’t help this is what they say.
  I need to contact merchant
  Can’t use ******* **** site I have no information from the order

  Business Response

  Date: 06/24/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* **** (********).
  
  At this time we have removed the remaining balance. The order is no longer due and you have no active orders on your profile. We hope this addresses your concerns in full. Thank you and have a great day.

• Initial Complaint

  Date:06/13/2025

  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 use Klarna from time to time for purchases. I used them about a month ago for a purchase through ************** for $48.59 and paid it in payments. During this time I received an additional charge for $59.95 for a purchase never made that didnt go through successfully so I contacted Klarna 2x about this charge with no help, because they kept trying to charge and it didnt go through so I reached out to my bank and they stopped payment with Klarna but shortly after I did that Klarna changed the name on the purchase and it went through successfully, I contacted my bank again and they sent me a new debit card and I filed a loss claim. I then start receiving attempts again to charge the same amount but it hasnt gone through. Its for the same amount and so I reached out to Klarna and filed a complaint with them and they said the attempts would stop but they keep trying to charge the same amount. I just want this resolved and the charge for $59.95 to be taken off ny account.

  Business Response

  Date: 06/16/2025

  Hello ***,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ************** (00CQ77KB).
  
  We have reviewed your concern and this is not a case of fraud. When you made your purchase on April 21, you signed up for a membership in which is $59.95. The merchant responded to your dispute with the following statement and evidence (attached), leading to the 'unauthorized purchase' dispute being closed and the charge being deemed legitimate. 
  
  'Member has an active subscription membership with ************** s as of 04/21/2025. A copy of the terms of service they agreed to have been attached for your reference and highlighted for convenience regarding the charge that occurred on 5/11/25. On this date the consumer received a digital member credit for use on her ************** account to be used toward a future order. Should the consumer have additional questions related to the membership they enrolled in, we encourage them to contact immediately for additional information and assistance regarding their refund request and status of their VIP membership account.

  Customer Answer

  Date: 06/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23465314
  
  I am rejecting this response because: why wasnt this shared prior to this complaint. And I never authorized this membership through Klarna so why is Klarna charging and its already been successfully paid, so why is Klarna attempting and reattempting the charge? I would like to cancel any membership I have and I would like Klarna to stop attempting the same charge. Also, do better communicating. 
  
  Regards,
  
  *** ******

  Business Response

  Date: 06/16/2025

  ***,

  You will need to contact the merchant directly to cancel. Thank you.

• Initial Complaint

  Date:06/12/2025

  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 initiated a refund on may 26 for $25.15 which I had received by there was also another refund for $29.98 that was initiated the same day which I did not receive in 12+ days. I have contacted 2 times already and they said it would take 7-10 business days (its been 12 and ongoing). So Im just looking for my refund and more money because of false information and advertising.

  Business Response

  Date: 06/16/2025

  Hello Mohd,

  Klarna is in receipt of your complaint 23461738. Please provide the name, email and telephone number associated to the account in question. None of the information used to place this complaint brings up an active account with Klarna. Thank you.
  
  
  
  

  Customer Answer

  Date: 06/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23461738
  The klarna account's name is Ifrath nasar, email is [email protected], and number is 9172462371

  Business Response

  Date: 06/24/2025

  Would you like to wait 6-8 weeks for a check to come through the mail or would you like the $29.98 to be applied to active balances such as Shein order ($13.29) and Fashion Nova ($20.39)? If you would like the failed refund credited, we can cover both orders mentioned, meaning a credit of $33.68 would be applied.

  Customer Answer

  Date: 06/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23461738
  
  
  
  I am rejecting this response because: this caused me to fall behind on bills I was supposed to pay and I think I deserve more compensation than just this I’d probably settle if you guys cleared or credited my whole SHEIN order 0452433331 which has 53.39$ as the balance left.
  
  
  
  Regards,
  
  
  
  Mohd Abu Nasar

• Initial Complaint

  Date:06/12/2025

  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 purchased tickets through Ticketmaster for a ***** **** concert and used Klarna for my payment portal so that it could be broken up into increments. Theconcert was canceled. Ticketmaster informed me that a refund would be issued within 14 to 21 days via the original method of payment, it has beenover 21 days. Ticketmaster is saying that the refund has been processed through on their end to Klarna. Klarna is telling me that they have notreceived any kind of notification from Ticketmaster that my money needs to be refunded and they are denying me my refund of $404.56. I have been back-and-forth with both companies for the last 23 days trying to figure out how to get my money back. To help.

  Business Response

  Date: 06/16/2025

  Hello Caroline,
  
  Klarna is in receipt of your complaint 23459980. We appreciate your inquiry regarding the order with Ticketmaster (M1QGJW2Z).
  
  We have reviewed this matter and at this time this is currently disputed. We have escalated this matter at this time and it will be handled by our Dispute Resolution team. They are now 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. We hope this addresses your concerns for the time being. Have a great day.

• Initial Complaint

  Date:06/11/2025

  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 had made a Klarna profile over a year ago and never have made a purchase on it ever. I caught a transaction on my bank statement that said $100 was taken from Klarna. I call them to dispute the matter and they refuse address my concern and saying there is nothing they can do to give me my money back even tho there was no purchase made at all since I caught it as soon as it happened. They told me even if I delete the profile I they are still going to keep the $100 and they will do absolutely nothing! All representatives could give a c*** about helping me. I brought the situation to my bank and they said this happens all the time with Klarna and advised to close my card a dispute the Klarna charges. Very predatory program. How does someone hack my Klarna account and add money to it from my card that was on file and do NOTHING? On top of the fact that I caught the fraudsters before the could keep adding more and more money let alone start making purchases. Basically saying oh welllthe money is ours now and nothing you can do. I see this business getting sued by thousands and going under the tank in a few years. ******** business!

  Business Response

  Date: 06/16/2025

  Hello Alana,
  
  Klarna is in receipt of your complaint 23457410. We appreciate your inquiry regarding your Klarna Balance.
  
  We have review your concern regarding the $100 deposited into your Klarna Balance at this time. Please note that funds deposited to your Klarna Balance are meant to be used for goods/services that are ordered through Klarna, or applied to any existing outstanding balances that you have with Klarna. The funds that are added to your Klarna Balance are nonrefundable and also cannot be redeemed for cash.
  
  You can view the Klarna Balance Terms and Conditions here: https://cdn.klarna.com/1.0/shared/content/legal/terms/en-US/klarna-balance?_gl=1*gv8m9t*_gcl_au*Njk3NTcyOTY3LjE3MjU5ODc3MzI.
  
  We are able to see that you have an available Purchase Power, therefore the funds in your Klarna Balance are to be used for any upcoming purchases, the installments due on any active order or payments due on future transactions.
  
  We hope that this information is helpful and we hope that you have a wonderful rest of your day!

  Customer Answer

  Date: 06/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23457410
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  Alana Samuels

• Initial Complaint

  Date:06/11/2025

  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 put $280 on a Klarna card was going to use for flight I did not book the flight I then cancelled the Klarna card and asked that my money be refunded back to my debit card for$280. I have been told since 5/21 that I would receive it back in 7 days I still haven’t received anything as of 6/11. I’m only being told it’s been sent to special team and I would get email still no email or response.

  Business Response

  Date: 06/16/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Balance funds not being placed back after a canceled order.
  
  At this time we see this has been placed back into your Klarna Balance. We also see you stated you would like to withdraw these funds. Please note funds deposited or refunded to your Klarna Balance are meant to be used for goods/services that are ordered through Klarna, or applied to any existing outstanding balances that you have with Klarna. The funds are nonrefundable and also cannot be redeemed for cash.
  
  You can view the Klarna Balance Terms and Conditions here: ****************************************************************************************************************************
  
  Therefore we consider this complaint to be resolved as the $280.00 was placed back into your Klarna Balance and available for use. Thank you and have a great day.

  Customer Answer

  Date: 06/16/2025

  I have not been able to use the Klara Card to make any purchases I have tried 3times I’m sending proof of purchase that I had to pay out of pocket at the store when trying to check out customer service was not able to do it either. The $280 is still showing where the put it back on a Klara card I was promised a full refund to my debit card not a Klara card I just want my refund of thier card I’m not able to use it and do not wish to continue this service with them.

  I’m unable to send my receipt it’s saying file to big however it was emailed to Klara for proof of out of pocket purchase 

  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:06/10/2025

  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.

  Unbeknownst to me my ***** was taken out of my bank account from a company through klarna. I NEVER authorized the payments. I contacted fablectics they apologized and issued the refund IMMEDIATELY. I called klarna and they are refusing to issue my refund. They are only offering to give me store credit and since I never authorized these payments (not for purchases) I want my money back and not on the site.

  Business Response

  Date: 06/16/2025

  Hello Savannah,
  
  Klarna is in receipt of your complaint 23451490. We appreciate your inquiry regarding refunds from your  order with Fabletics.
  
  We have reviewed your concern and it appears all 3 refunds from the merchant were refunded to your Klarna Balance on June 10. These funds have since been used to fund your outstanding orders and place a new one. We have attached your Klarna Balance history for confirmation. This complaint is now considered to be resolved. Thank you and have a great day.

• Initial Complaint

  Date:06/09/2025

  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.

  Filing a complaint against Klarna every month has been a regular thing. Because they insist on NOT refunding me when I return items. My refunds never process. When you try to speak to customer service, they don't help. So I have to file a complaint in order for someone from Corporate to get my refunds. That's unacceptable and I'm tired of it. So as soon as I send this complaint, I'm sending a complaint to the Attorney General as well to figure out why this is such a common thing with Klarna. But here we are - I purchased a pair of **** Shoes from ************************************** on March 27, 2025 and returned them the same day. Klarna reference #BBDJQ54L. The amount was $80.24. I reported the return to Klarna and it's been almost 2 weeks and I have not been refunded by Klarna. The original receipt and return receipt will be attached to this complaint. I want my refund!

  Business Response

  Date: 06/10/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Burlington (BBDJQ54L).
  
  We have reviewed your concern and we are able to provide more information at this time. When a one-time card is added to your Apple Wallet that needs to be refunded, the store is not able to see the card details due to Apple's encryption. This causes the refund to be applied to an incorrect one-time card/order or the refund is not able to be matched up with an order at all. At that point, the full order amount is processed to your personal card, no matter how much was paid towards the order. 
  
  As of today, June 10, we have processed a refund of $80.24 to your card on file. Being you have only paid $21.06 out of $81.24 ($1 service fee), you will need to pay the balance off with the funds that were sent to you today. This would leave you with the refunded amount that you actually paid towards the order. We hope this addresses your concerns in full at this time. Thank you and have a great day.

  Customer Answer

  Date: 06/10/2025

  [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 got an email today (after sending the complaint) notifying me of a refund. So this is considered resolved.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/08/2025

  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.

  ******** offered pay in four option with Klarna on orders over $35. I placed an order for $36.25, yet instead of being charged the 25% of the order I was charged everything, plus an extra $5. I have tried to resolve this and have been hung up on, yelled at by your supervisors, and I even reached out to Klarna and was told this is on ********. When using the Klarna screen it even says it will only charge 25% of the order that day and 25% every 2 weeks after, yet ******** is claiming they have no clue of what their payment partners are doing. Klarna insists that ******** has to process all orders and payments that they are just a third party. So, someone is lying to consumers and stealing additional funds from their bank accounts. Klarna takes none of the blame and is not willing to help at all.

  Business Response

  Date: 06/10/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with ********.
  
  We have reviewed your concern and none of the orders were over $35.00. These orders were not approved to be Pay in 4 orders. These were paid in full at the time of checkout. There are no additional payments required for those orders specifically. We will attach a screenshot in reference to the 4 ******** orders placed on June 7. We hope this addresses your concerns. Have a great day.

  Customer Answer

  Date: 06/10/2025

  When ordering on ******** the only requirement states “order must be over 35.” To ensure I met this requirement I ****** ******, ordering from 3 stores to ensure I met the minimum. Had there been anything that stated “must be from the same restaurant” I would not have placed the two additional ****** **** orders. At the time of checkout my order total was $36.25, the option to split into 4 25% payments was shown on screen and I accepted that. My order did in fact meet the $35 threshold and had Klarna or ******** stated explicitly it cannot be used on ********** I would not used Klarna, or even ordered at all.  

  I have attached a photo for you showing that NO WHERE on the Klarna / ******** screen does it state that the order cannot be a **********, it just states the order. When I placed my ********** I made sure to do it at the same time I placed my first order so it fell under one purchase. My orders will clearly show you I placed it at the same time as well. 
  

  But not including the information regarding **********ing you are committing consumer fraud. You are luring people into using Klarna then because you do not state the full requirements, you are then taking the funds immediately. This is a FTC offense and actually opens you up to a class action. 

  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 06/12/2025

  ******,

  We analyze each order individually and the orders were low amounts. We are not able to reverse this as the orders are already settled and paid in full. Thank you.

• Initial Complaint

  Date:06/07/2025

  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.

  Klarna Refund Not Reflected After Amazon Returns

  Request for Help Dear Better Business Bureau,

  Im reaching out kindly and sincerely to ask for your help with a refund issue Ive been trying to fix for what now feels like an eternity. Ive spent so much energy and over 48 hours of Apple Screen Time attempting to resolve this between Klarna and ******, but I keep getting sent in circles and feel completely stuck. 

  The Problem:I placed several Amazon orders using Klarnas one-time virtual card. Some items didnt work out, so I returned them. ****** confirmed they received the returns and processed the refunds but Klarna has not updated my account to reflect those refunds. Because of that, Im still being billed for items I no longer have.

  What Ive Tried:

  I contacted ******, who said the refunds were sent to Klarna.

  I contacted Klarna, who said they didnt receive them.

  Ive gone back and forth between both, but still no resolution.Despite my patience and effort, I feel like Im invisible in this. I keep explaining, but I cant seem to get clear answers or suppo

  Why Im Asking for Help:There are many orders, which makes it hard to figure out exactly how much Klarna still owes me. Ive tried to track it all, but Im just one person dealing with two large companies. Its overwhelming.

  All Im asking is for Klarna to update my account with the refunds ****** confirmed. Im not seeking more than whats fair.

   Contact Information:Name: ******* ****** Email: *********************** Phone: ************ (text preferred due to anxiety; please avoid phone calls unless necessary)

  Order Details: Klarna and Amazon order numbers can be provided upon request.

  Thank you so much for your time and all that the BBB does to help people like me feel heard.

  Im hopeful you can help bring a fair and peaceful resolution to this frustrating situation.

  With appreciation,

  ******* ******  

  Business Response

  Date: 06/18/2025

  Hello Caitlyn,
  
  Klarna is in receipt of your complaint 23437273. We appreciate your inquiry regarding the orders with Amazon.
  
  We have reviewed your concern and we have not received a refund for your various active Amazon orders. Please specify which refund was applied to which Klarna order. The last 4 that refunds were processed to would also be helpful in this situation. As we have not received the refunds on our end, it is hard to assist with getting those settled. We are able to see past Amazon orders such as 08CMBZDP and W3SWPDLD that were recently refunded. If those refunds were applied to those orders, you were refunded at this time. Once we have more information in regard to the refund amounts, the last 4 they were sent to and the Klarna reference of the specific Amazon order, we are able to assist better. Thank you.