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Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

This profile includes complaints for Klarna Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Klarna Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 2,688 total complaints in the last 3 years.
    • 1,004 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2025

      Type:Billing Issues
      Status:
      Answered
      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 4/9/25 I was scammed by an airline travel website that routed my entire transaction through at least three different companies. I went to the website fly-scanner.com to search for airfare for myself and my four children from Salt Lake City airport to Atlanta, GA airport for May 2025. The website is an aggregate site similar to popular sites like ********* or *******, it just scans all the airlines with the cheapest flights and fares, and then gives you a list of options to pick from. Each of those options is a different website that will take you to book the airline tickets.

      The fare that I clicked on took me to a website called faresoflights.com where I proceeded to check out and book the flights operated by ***** ********. When I clicked submit to book the tickets using my $565 Klarna card for which this dispute is about, I never actually received any sort of airline tickets in my email or 6-character confirmation number from the airlines. About five minutes later, I got a suspicioius email from cheapflightservice.com that I would receive my tickets within 4 weeks.

      Then within a couple minutes after I got a call from someone with an Indian accent claiming that I needed to pay them more money on top of the 565 for a total of $600 that covered “fees”. He said I had to reply to the email that I agree and I would receive a receipt within 24 hours and airline tickets within a week of my travel dates.

      Everything at that point was very weird and I was feeling very skeptical. I waited about three or four days and then called and emailed asking for a full refund and then I didn’t trust their service and felt like it was a scam. They emailed emailed me a confirmation that I would be refunded within 15 days. This company is an absolute scam and rips people off. I am now almost 15 days into this with no refund

      . I tried to report this 3 times to Klarna and they continually close my dispute and reopen my payment plan. I have frozen their transactions with my bank.

      Business Response

      Date: 04/28/2025

      ******,

      For clarification, there will not be a refund as this has been disputed. It will be returned to you once the dispute process has concluded. The order is no longer active or due at this time. Thank you. 

      Customer Answer

      Date: 04/28/2025

      Your system tried to charge me AGAIN today. I want my first payment refunded immediately. You have all the evidence you asked for. The company scammed me, ignored my request for refund, and threatened to block my number if I called again.  Your own Klarna agents told me ok the phone I am protected by Klarna’s Purchase Protection Guarantee. I want a refund ASAP.


      Regards,

      ****** ********

    • Initial Complaint

      Date:04/21/2025

      Type:Billing Issues
      Status:
      Answered
      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.

      March 7, 2025 I used Klarna to finance a $189 purchase from ******* **** for two wigs advertised as “ready to wear.”

      When they arrived, they required significant customization and were unusable for my needs. I returned them via USPS at the Kirkwood, MO location (*** * ******** ** *** ***) using the self-service kiosk. A USPS clerk confirmed I didn’t need to reprint the label, even though it didn’t scan properly.

      While I no longer have the tracking receipt, I submitted substantial evidence of the return.

      Despite this, Klarna denied my dispute, claiming no valid proof was received. ******* **** customer service responses have been filled with typos and lacked professionalism, making me question the legitimacy of their investigation.

      I am demanding that Klarna cancel the remaining payments immediately, as I no longer have the items and followed through with returning them properly.

      Business Response

      Date: 04/21/2025

      Dear ****, 

      Klarna is in receipt of your complaint ********, in regards to a return that was made for order ******** with ***********. 

      In your complaint you stated that despite returning the two items two weeks ago, it has not been received by the merchant due to a labeling issue and your order has not been credited for the returned items. 

      As of April 21st, 2025, the remaining balance of $141.75 has been removed and your down payment of $47.25 has been refunded. Please allow 5-7 days for these funds to populate in your account. 

      This order will now reflect as complete in your Klarna account with a balance of $0.00, and you are no longer responsible for the previous balance owed. 

      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 ******************

    • Initial Complaint

      Date:04/17/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      1/23/25 I received a bag that I purchased from a seller named ************* on **** website. I made purchase through Klarna. I returned the bag via **** ****** ***** ******** on 1/25/25 I provided the tracking number and shipping company to the seller, *************, to **** and to Klarna so that they can all be aware. Since then, I have sent message to BBB for ****, I was told by BBB that they could not reach anyone from **** and there is nothing they could do and I should reach out to Klarna. I have again, reached out to Klarna and ****. **** told me they could do nothing about it because it's all in Klarna's hands now and for me to reach out to Klarna. Klarna asked me for the same information again (trk # and Carrier) I provided it to them again. As of today 4/17/25, Klarna has advised me they have to charge me for the item because the they can NOT track the item and the amount of $74.51 will come out of my bank account within the next 8 days. It seems that no one wants to take the blame of either the seller not wanting to refund my money or whatever could have happened to that package. No one seems to know but I have to be charged for it. Why am I being charged for items that I NOT in my possession? Why would I pay the USPS for this item to be returned to NOT have my money refunded? I have provided proof to all who asked me for it. I am still holding on to Receipts showing that I paid for the item to be returned to seller named ************* on **** . Why am I being charged? Is there anyone that can help ? This item was sent off 1/25/2025 via USPS. Once again the receipts are attached. Thanks

      Business Response

      Date: 04/21/2025

      Hello *******,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (********).

      At this time we have refunded your two payments to their original form of payment. Please allow 1-7 days for that to reflect on your end. The order is no longer owed. We hope this addresses your concerns. Have a great day.

      Customer Answer

      Date: 04/21/2025

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

      Regards,

      ******* ******

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Multiple accounts opened under my name without my permission. And being reported to credit bureau as negative and destroying my credit and affecting other accounts I have because of negative reporting. Ive contacted them for the last 3 months and been given the run and told they were going to get back to me and havent at this point its fraud what they are doing. The info they have matches nothing of mine the phone number / email Ive never had.

      Business Response

      Date: 04/16/2025

      Hello ****** - 

      Klarna is in receipt of your complaint, ********, in regards to credit inquiries that you are seeing on your credit report that you do not recognize. 

      After reviewing our systems, we are able to confirm that there is no Klarna account associated with the email address or phone number that was provided in your complaint. 

      From here, it would be best to dispute the inquiry directly with **********, and provide all evidence of fraudulent activity to them. You can also reference this response and inform ********** that you have a $0.00 balance with Klarna. 

      Its good to know that Klarna does not affect your credit score. You can view more about this in our FAQs here: ********************************************************************************************************************************

      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 ***************************************************************.

      Customer Answer

      Date: 04/16/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23210346

      I am rejecting this response because: 

      when I spoke to your customer service team its under the fraudulent email ************************* You guys are responsible for this and the negative reporting that has hurt my credit in multiple ways 

      Regards,

      ****** ********

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 money into my klarna account for an item to buy. After I made the purchase with *****, they informed me that the item was out of stock and would take 15 business days for them to get the item back in stock plus the time to Ship it to me. So i cancelled the order and asked for a refund from Klarna and they said it would all go back to my checking account. So after waiting 7 days like they said it would take there was still $95.00 dollars in my Klarna account and they refuse to send it back to my original account

      Business Response

      Date: 04/16/2025

      Hello *******,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the $95.00 that was deposited into your Klarna Balance account.

      We understand that you're reaching out in regards to having the $95.00 that you deposited into your Klarna Balance refunded - I'm 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: ********************


      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!

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i placed an order on ********* and i returned it and still didn't get my money back. it's been several weeks. the order arrived 3/15 and their website states their return policy is that you can return the item within 14 days of receipt. they approved my return and sent me a label on 3/16. i sent it out on 3/29 the 14th day after receiving. they received their product back on 4/1. their policy on their site states to allow 7 business days for refund to be processed. their email is in contradiction of that, it says 5-10 business days. it doesn't matter, today is 4/15 the 10th business day and they are still ignoring my emails. the last email was from 4 days ago she said she would confirm with their return center and get back to me- still haven't heard anything. i attached screenshots and photos of all the information needed to process my refund including their website policy, emails to me, tracking information, order delivery date and time. at this time, as my financial institution klarna must step in and get my money back as i do not have patience and energy to go back and forth with people who clearly do not care to refund me.

      Business Response

      Date: 04/21/2025

      Hello *****,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (********).

      We have reviewed your concern and as of April 17, we received a full refund from the merchant. They refunded $160.00 and as of today, we have refunded the remaining $3.73. You will receive your full payment of $40.93 within 1-7 days. The order is now settled. Thank you and have a great day.

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Resolved
      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 product from ******** and they automatically put me on a subscription for renewals that I knew nothing about. So when they sent out a notice to refill part of the order on the subscription I went to the site talk to them and canceled the subscription and that order was never sent out it was canceled. But it was still built through klarna.

      So I contacted klarna to dispute the amount . And that's dispute specialist Ezdra (supposed to be) keep asking me for the internal message that was sent to Free Bird which I do not have a copy of because it was on the website internally to submit.

      I showed where the order was canceled as well as I never received it and it's still trying to give me households telling me if I do not give the other information they're going to reinstate the charges although I did not receive the product.

      Business Response

      Date: 04/16/2025

      Hello ******* - 

      Klarna is in receipt of your complaint, ********, in regards to a subscription that was automatically renewed using your Klarna Card and has since been cancelled with no items being received. 

      We are happy to inform you that the balance of $26.62 has been removed from your account as of April 16th, 2025. 

      This order will now reflect as complete in your Klarna account with a balance of $0.00 and you are no longer responsible for the previous balance owed. 

      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 ***************************************************************.

      Customer Answer

      Date: 04/16/2025

      [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.] And it is sad that you have to go through Better Business to make them do what they supposed to do without the agent get in an attitude. The same thing I submitted to you was submitted to them but he wanted to give me hassles. Thank You Better Business Bureau for being there for the consumers

      Better Business Bureau:

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

      Regards,

      ******* *******

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 ticket and it was issued with the wrong name. As well, I am disabled and they refuse to allow me to have an assigned seat for Korean Air in advance and that may put me in a bad seating situation for the longest leg of my flight. I have spoken to customer care and they initiated cancellation but its just sitting there while I am still being charged for a ticket I paid and purchased **************** and not getting the refund I requested. Klarna *** called me to harass me after explaining to them Ihad started the cancellation process on 3/31/25 and got a confirmation email that showed It took 24 hours. They never cancelled my flight and what recourse do I have when they said they would. But instead of opening the dispute and using my evidence Klarna still billing me as if I did not make the aware. Then your debitng from my account and giving me negative reviews that effect my overall status. If you charging my account and causingme an overdraft fee for a returned product then Im not able to use that money to pay for the other account. Its double jeopardy and not customer service.

      Business Response

      Date: 04/16/2025

      Hello MaZoe,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Alternative Air (N40MT0ZJ).

      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. We hope this addresses your concerns for the time being. Have a great day.

    • Initial Complaint

      Date:04/14/2025

      Type:Billing Issues
      Status:
      Answered
      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 did not authorize a payment for 889 for ******* through Klarna. I am unsure if someone hacked my phone or something was stolen and someone charged my account. They denied my claim 2 times because it was shipped out which has nothing to do with any viability. Now they want me to pay 580 dollars for an unauthorized purchase which I also cannot afford and they are forcing me to pay this all of a sudden as a lump sum payment.

      Business Response

      Date: 04/16/2025

      Hello ***** - 

      Klarna is in receipt of your complaint, ********, in regards to a purchase on your account with ******* in the amount of $889.74. 

      After reviewing this order, we are able to confirm that it has been investigated by Klarna’s Safety Department on two occasions. They have determined that the disputed statement is legitimate and you will remain liable for payments. 

      Please note that Customer Service does not handle Unauthorized Purchase reports. These are handled by Klarna’s Safety Department and we are unable to override their decision. 

      For more information, or if you have any further questions or concerns, please refer to the email sent by *********************

      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 ******************

      Customer Answer

      Date: 04/21/2025

      Please lower monthly payment as cannot afford and now have to pay a purchase that was unauthorized.

    • Initial Complaint

      Date:04/14/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I made a purchase from ***** on March 21st in the amount of $148.36 using Klarna. I received a notification that my order will arrive late due to high volume, I attempted to cancel but it was too late. My package was marked delivered on March 27th. However I did not relieve my package. It was delivered to somewhere other than my front door. I went ahead and filed a claim with Klarna, Shein, and FedEx. Klarna refuses to help me.

      Although a refund was promised if I file a police report, it was not honored. When I sent that same screenshot to he Klarna rep, he said it was "miscommunication". How can a representative promising a refund be miscommunication? They sent me to contact Shein. ***** refuses to help me and promised an investigation. However their investigation went no further than simply clicking the tracking number that says the item was delivered. Ofcourse the package says delivered, rather than "stolen". The tracking is not going to say "FedEx didn't follow delivery instructions and negligently dropped your package in an incorrect public area".

      It was a one sided investigation and they did not reach out to me to view my evidence of not receiving the package. They told me to reach out to FedEx. FedEx told me they closed my ticket, although I didn't receive any response from them either. my ticket remains blank. No emails from FedEx are in my spam, trash, anywhere. Again, a one sided investigation with no effort to reach out to me. However, FedEx was negligent in delivering the item and leaving it in an incorrect area and failed to follow delivery instructions.

      Klarna and ***** both promise customer and buyer protection. But when it comes down to if, its complete bluff. Both suggest filing a police report, and upon doing so... both companies refused to take the report seriously. No effort made to help loyal customers that give them thousands of dollars of business.

      Customer Answer

      Date: 04/15/2025

      Hello, I'm not sure how to proceed here, but the company and I resolved the matter. 

      Business Response

      Date: 04/15/2025

      Hello *******,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (********).


      We have reviewed your concern regarding your order ********, with *****. When you placed a dispute on the order, we reached out to the merchant. They then provided us with valid tracking and this is not covered within our buyer's protection program. As a courtesy, a previous agent has cleared your 3 remaing payments ($111.27).


      Klarna is only the payment processor therefore we are not responsible for any shipping and handling of any goods or services. Our disputes team has investigated and resolved the matter. We hope this addresses your concerns. Thank you and have a great day.

      Customer Answer

      Date: 04/15/2025


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

      Hello, I'm not sure how to proceed here, but the company and I resolved the matter

      Regards,

      ******* ******

    Klarna Inc. is NOT a BBB Accredited Business.

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