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:05/21/2025

  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.

  I returned an item I purchased to **** ***** ****** online. I chatted with **** Customer Service, and they confirmed the item was returned and provided me with the refund transaction number. Klarna is the third party vendor I used to pay for the purchase. Usually Klarna will be notified by the retailer directly of a return, and Klarna will refund the customer. Because I used a different return shipping label and not the one associated with the returned item, Klarna cannot confirm the return even though I have provided them with the **** refund transaction number and screenshots of my chats. They want proof of my sending the item back which I cannot provide them, but we know that **** received the item because they processed it as returned. I need **** to communicate this return transaction directly to Klarna so that I can be refunded my $1466.44. Despite the proof I have provided Klarna, they will not refund me and have reactivated the automatic payments with interest for an item I no longer have. Thank you for your help. Date of purchase is 12/27/24. I received proof of return from **** on 3/25/25 and provided the refund transaction number on that date.

  Business Response

  Date: 05/28/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** ***** ****** (********).
  
  We have reviewed your concern and at this time the merchant has not processed a return credit back to Klarna for this order. We have re-disputed this matter on your behalf.  At this time this 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.

  Customer Answer

  Date: 05/28/2025

  I appreciate the response. Because Klarna did not accept my initial appeal with the details **** provided me, I do not want this case closed until **** has provided Klarna with the specific information Klarna says it needs. I have contacted **** directly to do exactly that. If they don't, I will open a BBB claim for them as well. I am not paying $1400 for an item I do not have in my possession.
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 05/29/2025

  ******,

  Thank you for your response. This will now be handled by Disputes Resolutions. 

  Customer Answer

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/21/2025

  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 USED KLARNA AS MY PAYMENT METHOD, AND I HAVE PAID ***** OFF IN FULL AND I HAVE MADE ALL THOSE OTHER PAYMENTS TO THEM. MY PACKAGES WERE STOLEN OFF MY PORCH! I HAVE BEEN IN TOUCH WITH THE POST MASTER AND HE FILED A 72 HOUR INVESTIGATION. THE FINDINGS WERE MY STUFF WAS STOLEN. I HAVE CAMERAS NOW. I HAVE TAKEN EVRRY MEASURE TO RESOLVE THIS. KLARNA HAS BEEN GIVING ME THE RUNAROUD SINCE APRIL 23, 2025... I NEED HELP. **** GAVE ME A REFUND AND KLARNA TOOK MY MONEY! THEY REFUNDED ME $2.72, AND TOOK THE REST OF MY MONEY AND I NEVER RECEIVED MY ITEMS! THATS WRONG! NOW THEY ARE TRYING TO DENY ME MY MINEY ALL TOGETHER! I JUST WANT MY 80 DOLLARS BACK...

  Business Response

  Date: 05/28/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with ***** (********) and **** (********).
  
  We have looked into this matter and it appears ***** has already processed a return credit of $40.08 to the order. You paid $30.08 as a $10 Klarna deal was used. The $30.08 was processed to your Klarna Balance as you have 'faster refunds' toggled on in the app. Please turn that off if you would like all future refunds to return to their original form of payment. Please note your Klarna Balance is not able to be withdrawn and is meant for new purchases and to pay due invoices. 
  
  The **** order credited with $25.39 out of $30.00 total. You made an initial payment of $7.50 and the refund caused an overpayment as the new total was only $4.61. A refund of $2.89 was returned to your via your Klarna Balance as well. There are no additional refunds or credits due to these two orders. Thank you and have a great day.

  Customer Answer

  Date: 06/02/2025

  ***********
  They are continuing to charge me money, and they keep denying my returns...saying g not enough evidence.
  
  
  
  
  
  

  Business Response

  Date: 06/02/2025

  *****a,

  The balance did not change as you were refunded to your Klarna Balance, not your card. As you were compensated via credit (klarna balance), no additional refunds are due. Again, if you wish to be refunded to your card for future returns, please toggle off the faster refund option in the app. Thank you.

  Customer Answer

  Date: 06/05/2025

  I am rejecting this response because: I am still being charged through KLARNA!! THIS IS A OUTRAGE. I HAVE DONE EVERYTHING IM SUPPOSED TO DO AND THEY HAVE TAKEN AND TAKEN MONEY FROM ME! I GOT MY DISPUTE BACK WITH SHEIN AND THEY PUT IT ON THIER KLARNA CASH! ICANNOT EVEN USE IT! WONT GIVE IT BACK AND THEY TOOK 10 DOLLARS FROM ME
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/20/2025

  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 pressured into a sales purchase and when I got home I tried to cancel the order with the shop but they wouldn't take the cancellation. I notified Klarna and told them to stop the transactions, that I was pressured and the product felt fake and they refused to cancel the order even though it was unfulfilled. They said to contact again when I got the order and we could cancel it.

  I did as instructed but when I received the order but they would not cancel it. I then brought the item back to the store, returned the unoepend box that was received to my house, videod myself returning it to the store with no signs of the tape being broken etc and left it at the front desk who said she would return it.

  Klarna then would not credit me the month back that I paid and said I still owed the full balance. I shared the images of me returning the item and then they said the company said the item was not returnable. The company then kept my product and I was never given it back and I told them they did not have it to give back to me and Klarna needed to refund me.

  I found with them for dozens of weeks saying I did as told and returned the product right away and that I didn't even have the item anymore. Now, I just received a collection notice for the item. Klarna should have cancelled this order the day the order was placed when I asked them to.

  I did everything I should have and now am responsible somehow for a product that I immediately tried to cancel and one that I then returned unopened to the store that I don't even have possession of. No one will help me.

  I even paid a few payments towards this balance while I was trying to work through this with them.

   

  Business Response

  Date: 05/28/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ********************* (Q2ZVS98F).
  
  We have reviewed your concern regarding this order and the merchant did not provide a refund for the order. As this is an order from 2021, we are not able to dispute the matter to investigate once more. The order has been sent to collections and we are not able to further assist with the matter. Please contact **** Accord for more information regarding the order repayment. Thank you and have a great day.

  Customer Answer

  Date: 06/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23357273
  
  I am rejecting this response because: 
  I returned the items and notified Klarna items were returned.  Their error in processing is not my error.  I was not aware they did not resolve this matter and it is their mishandling that sent it to collections when I should not have owed any funds.  Klarna needs to pull the item out of collections as it was their error that sent it there.  

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

• Initial Complaint

  Date:05/20/2025

  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.

  To Whom It May Concerned,
  I am writing to formally lodge a complaint regarding the handling of my account with Klarna, Inc. Despite my efforts to resolve this matter, I have encountered several issues that remain unresolved.
  On November 23, 2024, I called Klarna, Inc. and made a payment via phone in the amount of $129.11 which was retrieved from my account from **** ******* ****** ***** on November 23, 2024, with an authorization #****** the same day.
  I asked customer service what was the final payment which I was informed of $586.00 and can I submitted the payment by MONEY ORDER not personal check. The customer service told me no personnel that I understood and then I was told no money order. I called back a few minutes later and was informed that I can send an MONEY ORDER. The same day I purchased an MONEY ORDER in the amount of $587.00 on 23 November 2024 and registered on the same day. I also place my Social Security Number on It and could not understand why they did not post to my account as a final payment.
  Additionally, I explicitly requested the closure of my account. However, I have recently discovered that my final payment was not posted to my account, and Klarna, Inc. has continued to add interest to the account that I had asked to be closed. However, the MONEY ORDER WAS CASH AND THE NUMBER ON THE STAMP TO AN ACCOUNT ********** BOX ******, ELECTRONICALLY DEPOSITED ********, DATE ********.
  This situation is causing me significant inconvenience and financial strain. I kindly request that
  you:
  1. Immediately post the final payment to my account. 2. Cease any further interest charges on the account. 3. Confirm the closure of my account as per my initial
  request.
  I expect a prompt resolution to this matter. Please contact me at your earliest convenience to confirm that these actions have been taken. I can be reached at ###-###-#### or via email at *******************************.
  KLARNA, INC informed me by later that they are adding interests for an account that should have been closed before the end of November 30, 2024.
  Thank you for your immediate attention to this matter.
  Attachments are as follows:
  a) Letter Dated January 8, 2025, ****** ******** ****** ******** ****** with attachments b) **** ******* ****** ***** Statement Period 10/15/20-11/14/25 Statement of Account
  for **** *************** ) USPS Tracking # Columbus OH 430-30 November 2024 PM 1 1, Article Number # **** **** **** **** **** **, Going to Klarna Inc, *** * **** *** *** **** ********* ** ***** versus side with return to **** **************** **** ****** ***** ** *****
  d) Product Tracking & Reporting. Tracking Number: **** **** **** **** **** **. This
  item was delivered on 11/30/2024 at 15:31:00
  e) Postal Money Order # *********** for $15.00 to retrieve the Money Order with my
  Social Security for the final payment and also shown that it was cash to account #**********, Electronically Deposited ******** Date: ******** 
  f) The Letter from Klarna, Inc. stated after 3 attempts to add on interests to an account that
  should have been closed. I receiving emails on my phone every other day.
  Sincerely, **** *************** **** *************** ***** ******* ** ***** ** *****
  Email: ****************************** 
  Phone: ###-###-####
  USPS TRACKINGS ** ***

  Business Response

  Date: 05/21/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (********).
  
  We have reviewed you concern and at this time your **** order is now paid in full. There are no additional payments due. We hope this fully addresses your concerns at this time. Thank you.

  Customer Answer

  Date: 06/13/2025

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

• Initial Complaint

  Date:05/19/2025

  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.

  Dear Klarna Support Team,
  
  I am writing to urgently report an ongoing and unresolved case of identity theft involving your platform.

  A Klarna account was fraudulently opened in my name without my knowledge or consent. I have never signed up for Klarna and only discovered the account after being alerted to suspicious activity.
  

  
  I originally contacted your support team in August 2023 to report the fraud. Despite sending multiple emails, I have received no confirmation that the issue has been addressed, and the fraudulent account is still active.

  It is now May 2025, and this situation remains unresolved.
  
  Because of this, my credit and ability to apply for legitimate financial services have been negatively impacted. I am extremely frustrated and disappointed in Klarna’s lack of response, and I will not be held responsible for any activity or debt associated with this unauthorized account.

  
  I am requesting the following immediately:
  

  • The fraudulent account be closed and removed from all records.
  

  • Written confirmation that I am not liable for any transactions.
  

  • A direct response from a fraud or compliance specialist.

  
  
  If I do not receive a timely resolution, I will move forward with the media coverage and the local newspapers company. I’ve already contacted local media who are prepared to report on this issue if it continues to be ignored.
  
  Please respond within 48 hours. I can be reached at ###-###-####

  Business Response

  Date: 05/20/2025

  Hello *******,

  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding an account that is said to be fraudulent.

  We understand your concern with this matter. Please provide more information such as your date of birth, billing address and telephone number and any other correspondence or screenshots so we can locate the account in question. Once received, we will look into this matter further. Thank you.

   

• Initial Complaint

  Date:05/19/2025

  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 an item online from ******** using Klarna via ***** ***. I decided to return the item and initiated the return in the Klarna app. I was told to return the item by 4/23/2025 which I did. The issue is that I had another Klarna order for ********* and the refund was applied to that order, not ****. I was refunded 40.43 for the ********* order. Klarna is calling it a mismatch refund and now I am expected to pay the remaining amount for the **** item i already returned ($71). I told Klarna that I am not responsible for the refund mismatch and that I am willing to refund the 40.43 so that it can be applied to the correct order because I am not paying for something I already returned. They told me it is out of their hands and declined my request to speak with a supervisor. All I want is for them to correct their mistake because I am not paying $71 for an item I don’t have.

  Business Response

  Date: 05/20/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (********). 
  
  After reviewing your order we can see the refund for the order was incorrectly applied to another order on your account. One-Time Card was used in conjunction with ***** ***, and since ***** *** 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 ***** ***'s end, we are not able to prevent this from happening.
  
  Essentially you are paying for your Walgreens order on your Belk statement, so you can rest assured that the amount you are paying is the same amount you would be paying if the refund was applied to the correct order. 
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
  
  

  Customer Answer

  Date: 05/20/2025

  ************
  
  
  I have already spoken with ***** *** and they do not have that capability. And if they did, why would another company be able to determine where a refund is applied? Once again, that is an error on Klarna’s part. In addition, I will not be paying the same amount that was refunded as there is a current $71 balance for the order when I was refunded $40. It is NOT the same as paying the Walgreens order. If this was done properly I should have received a $25 refund because thats the initial and only payment made towards the item. I have offered multiple times to send the $40 back so that Klarna can apply it to the correct order. In no way is it okay to expect a customer to pay for your company’s mistake. This is not fair as I followed all the proper steps but am being expected to literally pay for someone else’s error. I have also requested to speak to a supervisor 4 times and asked for a corporate phone number. Both of those requests were ignored. I don't care if you have to create a $40 charge so that I can send the money back and it can be appropriately applied. But i am not paying $71 for someone else’s negligence. It is not my responsibility especially when i have provided a reasonable solution. 

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

• Initial Complaint

  Date:05/19/2025

  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.

  Complaint Against: Klarna, Inc.
  Ref. No: ******** Purchase Date: January 17, 2025
  Amount Paid: $888 (paid in full)
  
  I filed a dispute with Klarna on May 5, 2025, after receiving a product from **** that was not as advertised and lacked pharmaceutical efficacy. I provided all required information, including an explanation of what was received, proof of misrepresentation, and merchant communication.
  
  Under the Fair Credit Billing Act (15 U.S. Code § 1666), Klarna is obligated to resolve disputes, regardless of merchant response. Instead, Klarna delayed action and on Day 14 requested redundant information I had already submitted.
  
  Klarna continues to misrepresent the law, falsely claiming I must wait for the merchant to issue a refund. Klarna’s internal “dispute limits” do not override federal law. **** has an F rating with the BBB and a record of unresolved complaints. Klarna is enabling this misconduct by refusing to act.
  
  Resolution Requested:
  – Full refund of $888
  – Written acknowledgment Klarna must comply with federal law
  – Formal apology for delay and misrepresentation
  
  ***** ******** ********************** ###-###-####

  Business Response

  Date: 05/20/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (********).
  
  At this time we have reviewed your concern in regard to your dispute. From your provided documentation, the merchant is stating you will need to close your Klarna dispute to receive further assistance. This is not within our policy as merchants are able to process refunds and followup with claims while orders are disputed. At this time we have re-disputed the order to contact the merchant again for more information in regard to the complaint.
  
  Our Disputes Resolutions team will be contacting you via email once there is a response. This has been escalated therefore the merchant is able to respond to the new dispute right away, given they have a certain amount of days to respond. We are not able to expedite this part of the process. Thank you and have a great day.

  Customer Answer

  Date: 05/20/2025

  ******************
  According to Klarna's own guidelines, merchants are permitted to process refunds during an active dispute; there is no requirement for the customer to close the dispute beforehand. Klarna's dispute process allows for the merchant to issue a refund without the need for the dispute to be closed. ([Klarna][1])
  
  Furthermore, under the Fair Credit Billing Act (15 U.S. Code § 1666), Klarna is obligated to resolve billing disputes promptly, regardless of the merchant's actions. 

  The delay in processing my refund is solely due to ****** non-compliance, which Klarna is now enabling by not enforcing its own policies.
  
  I urge Klarna to uphold its legal and policy obligations by processing my refund immediately. Failure to do so will compel me to file formal complaints with the Consumer Financial Protection Bureau (CFPB), Federal Trade Commission (FTC), my financial institution, and the Attorney General's Office.
  
  Sincerely,
  ***** ********
  
  **** ************************************************************ *********** * ****** ***
  
  
  

   

  Business Response

  Date: 05/21/2025

  *****,

  This is our standard dispute process. You will be emailed once there is more information. If you would like a faster refund, contact the merchant and let them know to process the refund.

• Initial Complaint

  Date:05/18/2025

  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.

  Klarna gave me a 300$ credit for purchases. Plus I added 50$ of my own money to the balance. Klarna is not letting purchases go through. Also they are not letting me access the 50$ I put on the account. I called customer service twice and they are saying I can't make the purchase so the money I put on the card can't be used for anything. I asked for a refund of my money and they are refusing this. Why have a 50$ credit from me when they are preventing me from access to this. This is fraud! And false pretences.

  Business Response

  Date: 05/19/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Balance.
  
  We understand that you're reaching out in regards to having the $50.00 that you deposited into your Klarna Balance refunded - we're happy to provide some additional information for you.
  
  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: ****************************************************************************************************************************
  
  At this time you are not approved for any payment plans due to personal credit history. To use these funds, you will need to make a Pay Now order, meaning there is not a payment plan. This is able to be done by making a purchase no greater than $50.00 with a partnered merchant. If the purchase is more than $50, you are able to add the exact amount that is over $50 and that will get your order purchased and the Klarna Balance fully cleared out. To identify a partnered merchant, a pink 'K' is placed on the merchant's logo. You are able to review those here: *********************************************************** Thank you and have a great day.

  Business Response

  Date: 05/19/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Balance.
  
  We understand that you're reaching out in regards to having the $50.00 that you deposited into your Klarna Balance refunded - we're happy to provide some additional information for you.
  
  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: ****************************************************************************************************************************
  
  At this time you are not approved for any payment plans due to personal credit history. To use these funds, you will need to make a Pay Now order, meaning there is not a payment plan. This is able to be done by making a purchase no greater than $50.00 with a partnered merchant. If the purchase is more than $50, you are able to add the exact amount that is over $50 and that will get your order purchased and the Klarna Balance fully cleared out. To identify a partnered merchant, a pink 'K' is placed on the merchant's logo. You are able to review those here: *********************************************************** Thank you and have a great day.

• Initial Complaint

  Date:05/17/2025

  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.

  On February 27 I purchased 3 pillows from Homegoods ( ***********, ** ) Totaling $79.94 through thr Klarna App. March 2, I returned all 3 pillows to Homegoods w/the Reciept (*********, **) I went directly to the store, returned it and got my receipt which the computers can read the original transaction and find the paper trail of the return transaction.. whenever I have a return to Amazon and I've used Klarna my money is back immediately which tells me Klarna won't play games with ****** or their customers.

  After a while, I noticed that my money did not go through so I reached out to Klarna and they said that they weren't aware of it . I had to email ********* to email me proof of the return which they gladly did and let me know that they have issues with Klarna being transparent and giving back money. Klarna and I spoke with someone at length and they told me that someone would call me and request proof of my receipts The gentleman on the phone at the time could not take the information..

  I have an email from Klarna saying I have reported a return March 29 which is 27 days after I did the return, it says I pause my payments and they're waiting for the return to be processed. I reached out again to them in April and it says they are reviewing my case. I have uploaded and sent them every receipt as documented proof and today on May 17, they are saying they refunded me $50.83 from another transaction that makes absolutely no sense is not tied to the HomeGoods total of $79. 94 , and they have turned off the pause and want me to continue to pay the remaining balance of $39.98 of products that I don't even have and we're returned on March 2. Purchase & Returns leave a transaction & Auth # w/date , Time & location. They are dishonest by acting as if I have not done the return even when I've submitted documentation of the Reciepts via email , The credit of $50.83 from a blue mercury could only mean I created a card and didn't use it within 24 hours .

  Business Response

  Date: 05/19/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Home Goods (3TJC6GK1).
  
  After researching, we see that the refund meant for this order was issued to your order 410TNLD1 with Blue Mercury. When the refund was issued by the store, it was directly issued to the virtual card connected to your virtual wallet. Therefore, the refund was issued to the latest created virtual card at the date and time of the refund, which was used for a different order.
  
  Since order 410TNLD1 was canceled out, it generated an over refund of $50.83 which was processed on March 10. We can confirm that the due refund has been issued to the card linked to your Klarna profile at the date and time the refund was processed. No additional refunds are due as it cleared your Blue Mercury order and the over refund amount was refunded directly to your card. The $50.83 is to be applied to your Home Goods order and the remaining amount is to pay for the Blue Mercury order. We consider this matter resolved and no additional refunds are due. Thank you.

  Customer Answer

  Date: 05/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23345559
  
  I am rejecting this response because: 
  
  Regards,

  Klarna is dishonest, Ashish cust rep.stated in his email to me 5/21 that the refund of $***** for order 3JTC6GK1 was refunded to me on the order 410TNLD1 which was a card that was created March 3rd  @5:57pm for  $35 that was CANCELLED & never ******** can a refund of $ *****. be credited to my account that ********************** stated Homegoods usually registers returns in 8 days when the return happened on March 2, 2025 @ 4:02 pm AUTH#****** & Approved ************. And yet after sending KLARNA the Email from HOMEGOODS w/ proof of receipt of a return On March 2, 2025, then lie and say HOMEGOODS Accepted my RETURN on May 17 Which falls 2 days Conveniently after The timeframe that I would be able to return it ( MAY 15th) Which then they would say I returned it too late I forfeit my credit they are lying.  Transaction 410TNLD1 was a Klarna card I created for $35 to be used in Bluemercury on May 3 that was canceled, So when they say they credited me $***** for a $35 Klarna card that was canceled is dishonest in lying.

   They want to profit off of my $***** that I clearly returned on March 2 to the *********, **********, HomeGoods. ********* has the 3  pillows that are returned per proof of the return receipt while Klarna Is lying saying the $ ***** was credited to a $35 card I created  that was never utilized for Bluemercury that I cancelled. Its dishonest, stealing money And Speaks to their lack of ethical standards. I can guarantee you I am not the only person they have done this too. Im just the person that is fighting to get my money back From an unethical company that has no Standards .Interestingly enough, I purchased several things from ****** totaling $76.83 Thursday, May 15 and had to make a return a few days later I was not required to report it on the app However, klarna quickly refunded me $19.14 For the return item and my new total was $58.79, Its evident Klarna will not mess with ****** or its customers because they know ****** is quick to refund Money and will not cause any issues with ****** or their customers when it comes to refunding their money because they know if ****** cut them off it would hurt their business. 

  ***** *****-******

  Business Response

  Date: 05/27/2025

  *****,

  This was correctly refunded as previously explained. You are welcome to give our customer service team a call using ************** if you will like to further discuss this matter. Thank you.

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23345559
  
  I am rejecting this response because: 

    Klarna, is not acknowledging with proof of a receipt emailed to me documenting The return was done on March 2,  They have commingled two different orders! 
     ORDER #3TJC6GK1 HOMEGOODS
    MADE ON FEB 27 & RETURNED MARCH 2 w/RECIEPT of the purchase and return from HomeGoods w/ receipt.
    KLARNA  Is lying and saying the return was done on May 17 which is two days After that window of time for me to return the pillows.  
  Order# ***TNLD1 was a in store card I Created to be used on MARCH 3rd for $35.0 in Bluemercury that I canceled and never used. Yet if you look at what they are saying and they put on my app, they credited me $79.94 For that order that was $35 that was never utilized and was canceled. First, why would a company credit me $79.94 for a Card I created for $35 for a completely different company that was canceled and never used. Its illogical.
    Theyre getting annoyed that Im emailing them, but they refuse to acknowledge that they are lying and trying to cover up the fact that they dont want to give me my money back and want to continue to charge me even after HomeGoods has emailed the receipt to me and I forwarded it Onto Klarna As proof, which ironically they really dont need because I already told them when I place an order with Amazon which I did recently and had to return one item. I never have to go on my app and report the return ****** quickly put some money back into the card that I created on Klarna, and its refunded to me quickly . I did send an email to Klarna letting them know they never struggle with giving money back from a return from ****** when their card is used because they know that ****** would drop them quickly if they ever gave their customers and issue with refunding their money and trying to lie they would lose that platform and it would hurt their business tremendously . Klarna Just keep saying that I can call them and we can discuss it Which is the message I got on the BBB response to just give them a call. Im done talking with Klarna. They owe me my money and theyre about to charge me another $19.98 for products that I do not have and they were returned on March 2. I cannot pay $79.94, ********* has their product back. They got it within three days and Klarna is holding onto my money the first two payments and not willing to be honest and have some integrity and give me my money back for the first two payments. They owe me May 30. Theyre trying to charge me the third installment and its not right. I need someone to advocate for me. Please help. 

  
  Regards,
  
  ***** *****-******

  Customer Answer

  Date: 05/29/2025

  To whom it may concern,

   I am not clear as to the response I am getting w/all the documentation I have sent in . Klarna is NOT providing any documented proof that I have been credited & its not on my bank statements.

   I've uploaded multiple times proof of the purchase receipts the returned receipt and Klarna being misleading telling me they credit me $79.94 on a canceled card. There was never utilized for $35 for Bluemercury which is another order. It makes absolutely no sense. ********* has supplied via email and I've uploaded it here on this app proof that it I returned the 3 pillows Totaling $79.94. There is documented proof and I don't understand why I'm not being supported and chlorine is not being held accountable for lying. They're blatantly lying.

   And the only option they're giving me is to call their customer service, which is a runaround circus of nonsense because that's how I started this process. I called them. I explained it to someone explaining it doesn't mean anything because they then tell me someone will email me within a week to get proof I've already been down this road and I have done it and I submitted Proof of the purchase and the return and proof that they're mingling two different orders. I don't see the disconnect how anyone does not understand understanding that they are stealing my money.

  Business Response

  Date: 05/30/2025

  *****,

  The order was already refunded correctly. As a courtesy we have written off the remaining balance of all of your orders ($65.94). No additional refunds or credits are due. There are no active orders on your account. Have a great weekend.

• Initial Complaint

  Date:05/16/2025

  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 used Klarna to make a purchase though **********. I wanted to return the item to ********** and they informed me that to return the item myself and they would reimburse me the shipping cost but the cost could not exceed the cost of the item itself which was $135 and the shipping cost was $400.

  I filed a claim with KLARNA 3 times and they keep telling me I need to handle it with ********** when they are telling me it’s already been a chargeback but Klarna has not provided me with any credit or refund.

  Business Response

  Date: 05/19/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ********** (********).
  
  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 as they have 14 days to do so. 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.

  Customer Answer

  Date: 05/19/2025

  The company keeps telling me to check with them for the chargeback and no charge back has been given. 
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 05/20/2025

  ******,

  This is being handled by our Disputes Resolutions team. Once they receive a response from the merchant they will email you directly in which you can provide any additional information and/or evidence if need be. Thank you.

  Customer Answer

  Date: 05/20/2025

  They are asking me to reach out to company for status of refund and chargeback but company is telling me to wait on other company  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 05/21/2025

  ******,

  This is currently disputed and our Disputes Resolutions team is waiting on a response from the merchant. Once they have one, they will further the dispute communication via email. Thank you.