ComplaintsforKlarna Inc.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing to formally request a reversal of the charge for my Air ****** 1 Retro High OG Court Purple 2.0 purchase, order number *********. The order refund was denied, yet the company has admittedplease see the attached emailthat the shoes were mistakenly delivered to the wrong address. Despite several attempts to resolve this issue over the past few months, I have yet to receive any further assistance or resolution.I have been actively trying to contact your team to resolve this matter, but my efforts have unfortunately been unsuccessful. As per your email, it was acknowledged that the delivery error was on your end, and since the item was not delivered to me, I kindly request that you reverse the charge for this order.Please review the attached correspondence, which clearly states the mistake in the delivery process, and take immediate action to reverse the charge. I trust this issue will be resolved as soon as possible, and I appreciate your prompt attention to this matter.Thank you for your time, and I look forward to hearing from you soon regarding the reversal.

  

  Business response

  11/13/2024

  Hi ******* - 
  
  Klarna is in receipt of your complaint, ********, in regards to order 70HRQ270 with GOAT. 
  
  Thank you for the screenshot from ********************* confirming that the shoes were delivered to the incorrect address. We do not believe that you should have to pay for something that you did not receive, so this has been closed in your favor as of November 13th, 2024. 
  
  Here is a breakdown of how your refunds have been issued: 
  
  - $82.13 was issued to the **** ending in 8566, 
  - $82.13 was issued to the **** ending in 8566, 
  - $82.13 was issued to the **** ending in 8566 & 
  - $82.13 was issued to the **** ending in 8566. 
  
  Please allow 5-7 days for these funds to populate in your account. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;
  
  

  Customer response

  11/13/2024

  I want to approve this, but I want to make sure they refunded to the right ***** mine ends in 6956 not the one listed. If it is that one, then we are set! :) 

  Customer response

  11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22542296
  
  I am rejecting this response because: 

   

  I want to approve this, but I want to make sure they refunded to the right ***** mine ends in 6956 not the one listed. If it is that one, then we are set! :) 
  
  Regards,
  
  ******* ********

  Customer response

  11/13/2024

  Disregard, this has been resolved. 

• Initial Complaint

  11/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is a payment on my Klarna account from February that I do not recognize. Someone used my info and account without my permission. I never received those items either. Therefore, the charges need to be removed from my account and name immediately. Klarna has a buyers protection policy, which needs to be followed in this case. I appreciate your timely response and attention to this matter.

  

  Business response

  11/13/2024

  Hello Jakyra,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (09L4JFDP).
  
  We have reviewed your concern regarding this purchase being unauthorized. After further review there were previous 'goods not received' disputes and these were closed due to the merchant providing valid tracking. All of the shipping details match what has been provided to the BBB as well. With this purchase being from February, we are unable to dispute this as an 'unauthorized purchase' because it was not reported as such in time. We understand this is not ideal but we are unable to assist with this order. Please contact ********** to get this debt handled using **************. Have a great day.

  Customer response

  11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22537444
  
  I am rejecting this response because: I did report in time. klarna dragged it out until this month. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Klarna to make a purchase through Golf Galaxy. After receiving my item it didnt work as well as I thought. So i started a return through klarna which klarna paused my payments and I was forced to return this item in store. After returning the item, i provided proof of the receipt and provided chat logs and emails from Golf galaxy confirming that this item has been returned. All of this information has been provided 5 or 6 times to the Klarna ****************************** and i would never receive a response back or they would tell me i was missing information that wasn't missing and just deny my claim. During my last dispute with klarna I was told in the customer chat that the reason they keep denying my claim is cause golf galaxy hasn't sent them their money back and it was my responsibility to get the money returned to them. I have called golf galaxy and they told me the money was sent back to them. The next day klarna resumed my payments and instantly put me in default, I reached out to customer service and asked why my payments have not been restarted and i would make the payments while i tried to help sort the issue out but was told they couldn't do that and i had to pay the full balance up front. Now its showing my account was sent a collection agency. This has all happened within a week This is completely unfair and extremely dishonest and predatory!

  

  Business response

  11/13/2024

  Hello ******,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Golf Galaxy (G39F8WQS).
  
  We have reviewed your previous disputes with Klarna. Our Disputes Resolutions team was not able to retrieve all the needed information from you to rule the return dispute in your favor. The provided return receipt did not show the destination of the refund as the one-time card ending in 2767 has not been received. This order has now been sent to ***********, who now handles the debt for the order. You will need to provide valid proof that the funds were returned to Klarna. Without a valid receipt, we are unable to assist in the matter. We hope this addresses your concerns. Have a great day.

  Customer response

  11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22533340
  
  I am rejecting this response because: i provided proof of it being returned to klarna.  The email from golf galaxy stated they would be sending it back to you.  Even then you all are the ones who paused the payments for an extended amount of time and prevented me from making any payments. Now that you unpaused them and instantly sent my account to collections
  
  Regards,
  
  ****** *****

  Customer response

  11/13/2024

  The only proof that i have is from golf galaxy stating several times that the money has been returned to the original payment method klarna 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 9th I made a purchase for ****** through the Klarna pay in 4 services. It was a total of $207.02 I made the first two payments on time through their automatic charge system. On November 6th my third payment was due and my card was declined due to insufficient funds. The app told me it would try again on the 15 or I could pay it that same day with a different card. I tried again with my card a few more times and it told me they could not use that card. I got emails from my banks saying it was declined. I used another card to make the payment that day. The next day I got a email saying my original card was charged after they said they couldn't charge it and refused it. Customer service says my money cannot be given back to me because it's an automatic system despite them initially saying the card could not be charged/would not be charged again until the 15th. I don't appreciate that they charged both cards and took my money. I did not accidentally make 2 payments, they took my money after refusing it.

  

  Business response

  11/12/2024

  Hi ********* - 
  
  Klarna is in receipt of your complaint, ********, in regards to the two charges of $51.76 that went through on order ******** with ******.
  
  Under normal circumstances we would not be able to issue a refund for payments that were manually submitted, but because you were informed that you first payment attempt failed and then made the payment with a second card, we have issued a refund of $51.76 back to the VISA ending in **** as of November 12th, 2024. Please allow 5-7 days for these funds to populate in your account. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ****************** 
  
  

  Customer response

  11/13/2024

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

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/4/24 my email address was hacked and the hackers were able to use those credentials to log into my Klarna account and were able to use a one time card to make $390 worth of purchases at a website called ********************. I had to open multiple disputes, each time they were denied and was told i need to reopen a dispute and i would be contacted. i attempted to call customer service, had the worst time trying to get ahold of a live person. finally did, was told my case would be reopened and escalated. again denied. finally on November 5th the case was sent to the "internal team" where i have been left on read overnight multiple times. i cannot open a new chat and cannot reach customer service by phone. i cannot get a straight answer from any of the people that i have interacted with. i have provided more than enough proof from the merchant that the services were bought from. in fact the charges that are listed on this one time card do not even add up to the charges that Klarna says i owe.

  

  Business response

  11/13/2024

  Hi ******** - 
  Klarna is in receipt of your complaint, in regards to an unauthorized purchased that was placed on your account. 
  Due to the extended wait on getting this resolved, we have removed the balance of $232.85 from the order as of November 13th, 2024. This order will now reflect as complete in your account with a balance of $0.00. There is no further action needed from you. 
  The payment of $100.50 that was made on October 4th, 2024 was disputed with your bank on October 7th, 2024. When a transaction is disputed, the funds are pulled from Klarna by your bank. From here, the bank is responsible for crediting the funds to your account. If you have any questions about how your money will be issued back to you, please contact your bank directly as Klarna is no longer in possession of the funds. 
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer response

  11/13/2024

  [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

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have placed an order through ******** and utilized Klarna payment method for $601.24 Klarna has refused to assist me with the merchant and pause my payments until the issue has been resolved. The 2 pop up tents does not work and missing 7 component parts.

  

  Business response

  11/11/2024

  Hello Zaria,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Temu (Z2N4NGG6). 
  
  After reviewing your order we can see the order has not been placed under any disputes, however as of today November 11th, 2024 the order has been placed under a faulty goods dispute.  Please rest assured, you will not receive any payment reminders as the statement will remain paused whilst we investigate further. We will contact you when we have an update regarding your query or should we require further information.
  
  So, to review, you reached out to us about a concern for your order. We disputed this order and paused your payments for 21 days. This gives the store time to complete the dispute process on their end and also gives you time to follow up with the store if any issues arise. Be on the lookout for an email from Klarna requesting evidence regarding your order. Youll need to complete this in order for Klarna to take any further action.
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  

  Customer response

  11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22529529
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ****

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 5th, 2024. I made a one time card on Klarna. I checked out on ********** with it ending in "****" for $46.45 in total, I had to cancel some items and reorder new ones. I tried to check out and that card kept getting declined. It shouldn't have been processed/charged. Later on, I made a second card ending in "****" for $46.00 and ordered a few items. That card DID go through. However, I am still getting charged for the first one. I tried speaking to about 3 different customer service agents at Klarna and none were able to help me and gave me the run around. I spoke to Amazon customer service and they say for security reasons, they do not send emails with card information (not even the last 4 digits). "Payment declined for card number ending in XXXX" only shows up on the ****** ***/website UNTIL you change the payment method. However, I have emails stating that card was declined. Both cards have the same order number but you cannot pay for the same order with 2 separate cards at once and both have been charged. I would like to have the card fully refunded plus service charge. I was not able to solve this through Klarnas customer service and every single representative told me different things. Usually klarna refunds the amount immediately, but this time it was giving me difficulty.

  

  Business response

  11/11/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (********). 
  
  After reviewing your order we can see the store has not updated the status of this order to reflect as canceled, however, as a courtesy on behalf of Klarna the remaining balance of $22.50 has been written off and $23.50 refunded back to your Visa ending in ****. These funds should reflect in your bank account within the next 5-7 business days. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  

  Customer response

  11/13/2024

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

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number CTNFMM8P. On 9/22/24 I made a purchased of $135. 00 for a pair of **** sneakers, using Klarnas pay in four as my form of Payment. My first payment of $36.75 was drafted on 9/22/24. The merchant was. (Haus of rose BTQ) who was actually featured on Klarnas app. After making the purchase and not receiving any type of confirmation of the actual purchase, this immediately sent up a red flag. I decided to contact Klarna when my merchandise was not delivered on 9/25/24. After attempting to contact the merchant all attempts failed. I did a short investigation of web surfing to confirm the validity of the merchant. I found out they were no longer in existence Ive been scammed! I immediately contacted Klarna regarding the situation of the non existing merchant that was featured on their app and filed a dispute, In turn my three future payments of $32.85 were paused for twenty days pending investigation. On 10/16/24 Klarna sent me an email requesting additional information. Such as the order number, description of merchandise, tracking information and a link to the website. All of which does not exist. I m confused, How can I provide information on an order that was never created, processed or received . I explained this to Klarna on the initial phone call. To say the least I was perplexed when I received this particular email asking for this information. On 10/16/24 the dispute was denied and I re-disputed it with a representative via phone and I was told that someone would contact me via phone , unfortunately this never occurred, instead I received another email requesting the same information I described previously. Once again I responded with a link to the website and explained the store no longer exists. On 10/29/24 the dispute was denied for a second time. Id like a refund of my initial payment and dissolution of future payments. Dispute # s ******* and *******. Thank you

  

  Business response

  11/06/2024

  Hello *******,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order CTNFMM8P.
  
  We have reviewed your 'goods not received' dispute. At this time we have refunded your payment of $36.75. The order is no longer active or owed. Please allow 1-7 business days to receive the refund from us. We hope this addresses your concerns at this time. Have a great day.

  Customer response

  11/06/2024

  [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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a package that I didnt receive from ******* that I purchased through KLARNA. ******* gave me the refund back maybe a month ago and I got my card changed and KLARNA has not given me my refund because my card changed. Their customer service is in existent or very very slow. Mind you this is a $600 order. Not a small amount that they are keeping from me. All I have to do is give them my new card number which has my same account number and its taking forever for them to get back to me. I need this done ASAP. I need my money back this is ridiculous

  

  Business response

  11/05/2024

  Hello ****** - 
  
  Klarna is in receipt of your complaint, ********, in regards to your refund for order SRMFVNPJ with Sephora. 
  
  After reviewing this order, we are able to confirm that Klarna attempted to issue the refund back to the card on file on October 16th, 2024, but it did not process through our automated system due to the card being inactive as you mentioned. 
  
  An agent reached out to you via chat as of November 5th, 2024 to confirm the billing address on file is correct and that is the address that the check can be sent to. Please respond to this chat at your earliest convenience so the agent can finish requesting the check with Klarna's Accounting Department. 
  
  Once this is complete, please allow up to 30 business days for the check to arrive. It may not take this long, but we like to take holidays & any potential delays with the post office into consideration when providing this timeframe. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;

• Initial Complaint

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 26, 2024 placed an order with ********* for a Balenciaga yellow burning unity hoodie in the amount of $1,590.00 before taxes. The amount with taxes was $1,731.11 under order number **************. This order was shipped by *********** under tracking number ET494457265CA. I signed up for text message alerts with my cell phone number. On September 03, 2024 I received a text message alert saying my package was delivered. I reached out to ****** as soon as I got the alert to ask them who was my package delivered to as I was at work in **************** (I live in ********). They informed me the **** delivered my package and to look for it when I got home from work. I got off work at 4:30 went home and look throughout the building for my package. No package was there. I contracted ****** and told them. they did an investigation and told me the **** said they left it in the hallway and that's satisfaction for their delivery. I informed them I don't live in the hallway I live at 3A and why would they leave it there. I contact the payment merchant KLARNA to dispute this. It is now November 2024 and still no package and my initial payment to KLARNA is in the air. I've asked multiple times when will the investigation be over no one has an answer. This is very unfair. ***************************** are both crooks. I wouldn't recommend using them at all.

  

  Business response

  11/06/2024

  Hello *******,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with SSENSE (DVW7R39M).
  
  We have reviewed your 'goods not received' dispute for your order DVW7R39M, with SSENSE. When you placed a dispute on the order, we reached out to the merchant. They then provided us with valid tracking. This is proper protocol to have the dispute closed in the merchant's favor. You can find the tracking listed below. We have found no reason to hold the merchant responsible for the order. 
  
  ***********************************************************************

  
  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 this matter. You will need to contact the merchant and/or carrier for further assistance. The order remains owed at this time. We hope this addresses your concerns. Have a great day.

  Customer response

  11/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22511973
  
  I am rejecting this response because: They are siding with a company who cannot prove they delivered any package to myself. I was at home when this package was delivered. When I received a text message with the message saying the package was delivered I called SSENSE. ****** told me to look for it when I get off. This is unsatisfactory service as I did not as the seller to use the *********** then ****. For a seller to tell you to look for a package which they delivered to a lobby is unacceptable practice. Why would you side with a merchant when your job is to project the customer who used your service as payment. What rights does the customer has. The **** could have said they delivered it and kept it. Who signed for it? Not myself as I was at work in *****************
  
  Regards,
  
  ******* *******

  

  Business response

  11/13/2024

  *******,

   

  We understand this dispute outcome is not ideal but again, we are not responsible with shipping and handling. The merchant has provided valid tracking. At this time you will need to further dispute this amongst the merchant and/or carrier. At this time, the order remains owed. Thank you.

  Customer response

  11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22511973
  
  I am rejecting this response because: You're claiming they provided tracking proof but we verbally told you that **** left it downstairs in the hallway so how does that satisfy as adequate delivery? 

   

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

*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. ↩