Klarna Reviews 

I've felt let down by inconsistent customer service and dysfunctional user interface. I've always made my payments on time, up until recently, where I've had problems with my debit card. I've canceled my debit card before, for fraudulent activity that I have full reason to believe was due to not so great security in the app. I've recieved notifcations from the app that people in other countries have attempted to use my Klarna information for large purchases. While I had been able to extend due dates before because of lost, damaged, or stolen cards, I was denied that grace during the following instances in which I needed an extension. When connecting my bank account to pay for my overdue purchases, I found it extremely frustrating and tedious having to pay for every purchase individually. Still, it was better than the next time this happened, where I couldn't pay with my connected bank account at all, only because it never gave me the option. This resulted in a late fee in which I never was actually notified for. All in all, I've been a klarna user for years and have always been consistent in making my payments on time - but I'm heavily considering retiring the service completely once my balance is completely paid. Which again, the app will not offer me the option to pay the remaining $3 on my balance. Not only has the customer service chatbot never actually helped me, but the phone lines have also been extremely poor. In seeking a replacement for my physical card, I was led in circles, connected to the same people over and over that gave me absolutely zero help, reading off of the same script, even telling me that I'd been transferred to the incorrect department. After three years of using the service for thousands of dollars, Klarna is more of a headache than it is useful. It feels as if it's held together by paperclips, and with the money that it garners, it is being used for absolutely nothing to improve service. In fact, it feels as if it's only declined. I would never recommend Klarna to anyone, and would instead recommend services like Affirm, or even Afterpay instead. They are safer, with more a far more consistent customer service experience. The app is great until you have a problem. Then, you're on your own. My balance will remain at 0 until I become aware of a complete uproot of the current system.

This is my last time using this payment method. My order was cancelled 6 days ago but the money hasn't been transferred back to my account. I know the T&Cs say it can take up to 7 days but, really, what does take that long? It's a normal money transfer in Germany. This is 2024, you can do better. And add to that that the customer service is a chatbot, you can't talk to a real person. I rather stick to PayPal, which is much more reliable.

Dear Ladies and Gentlemen,

I am "extremely happy to have become a client of your company."

Today, May 18, I received a letter from your company with a payment amount of 22 euros as well as 2 penalty fees amounting to 15 euros, which is 80% of the cost of the product purchase.

As this was the first time I used your company's services (and the last), I had no idea how to pay for your services and assumed I would receive an invoice and pay it accordingly.

Instead, I received a letter with threats stating this was the final warning and immediate penalty fees. (I remind you, this is the first letter and I have not received any other correspondence, it seems overdue payment penalties are indeed your primary business.)

But that is not all!!! Even if I wanted to pay your bill, I would not be able to do so because you only provide a QR code for payment, which requires downloading an app (that does not work in Belgium!!!).

I was not offered any other payment methods. Moreover, there was no bank account information provided in the letter.

Your company does not even consider that I might not have a smartphone to scan this code.

After this, I tried to contact your support service and, after spending over an hour communicating with your chatbot, I received a response that your staff is no longer available!

I strongly recommend everyone NEVER to use the services of this company!!! I urge your company staff to contact me and provide bank details for a transfer so that I can pay your bill and never hear from you again.

Without respect,

Klarna is the perfect example of how companies get greedy after they enter the big stage. Until weeks ago, you called Klarna, after very short waiting times, you got a customer service employee on the phone. Now the phone number doesn't work. They've replaced phone calls with the dumb chatbots! What's wrong with these companies? They made more than half a billion USD in profits last year, are on the verge of a USD 20 billion IPO. And their idea is to replace humans with the stupid chatbots.

Until now I could always call and extend the due date on some purchases by 10 days! Now the chatbot tells you this is unavailable with no reason.

I'm deleting my account and the app!

update 25.5.24
On 24.5.24, 21 days after charging my credit card without a cause, KLARNA booked the money back on my Account. EMMA apologized for the error; which is the least what they could do. I spend hours in Chats, on the phone and with Emails to claim the money back.
But this is not yet the end. Meanwhile the VISA Bank blocked my card for suspicion for fraude on the KLARNA booking, which left me without credit card abroad. WORST CASE SCENARIO !

Dear Klarna,

thanks for the reply below.
Before I published the negative comment, I contacted my VISA Bank, I contacted EMMA, I got a KLARNA telefone Agent on the line, I had a chat with Nuno from KLARNA, but 5 days after the booking appeared, I have still no solid reaction, or even a money return.

You see, the reason why I am so concerned is, that KLARNA with an old credit card information from a canceled order from last year, is able to charge my credit card again with an unjustified booking.

best regards
Peter

I ordered at EMMA shop in November 2023. Like with a lot of other clients, no delivery date was matched. With a lot of digital complications I was able to cancel the order, and weeks after, I received the already paid amounts back on my Credit Card. Actually I wanted to complain about the EMMA/KLARNA process last year, but didn`t come around to do so.

Now, a half year later, KLARNA, with reference to the old EMMA order, draws again money from my Credit Card. After wasting again time on the Chatbot support of KLARNA an agent claimed that KLARNA could not do nothing about it (even though they charged my credit card) and I had to contact EMMA about it. Which I did.

Everybody should be aware of the fact that obviously KLARNA bank in cooperation with shops like EMMA can draw money from your credit card without authorization.

Data da experiência: 07 de maio de 2024

Please refrain from using Klarna in the future. It's an unreliable company with poor chatbot service. We require human assistance, not automation. It's disrespectful to have a real person as a customer while providing only automated service.

I've been dealing with Klarna for over two months due to an issue with an incompetent and untrustworthy company, Tink.de.

The product was returned on December 11th, 2023, with confirmation from DHL and a digital certificate.

Despite Tink.de's notorious reputation for poor ecommerce practices and lack of trustworthiness, as evidenced by numerous negative reviews online, Klarna continues to demand payment for a returned item.

This is completely unacceptable, and I feel Klarna is purposefully harassing me over something I neither possess nor owe.

Attempts to contact Klarna have only led to interactions with an unhelpful chatbot.

If Klarna refuses to resolve the issue with the seller, I will be compelled to publicly disclose the truth about their unethical business practices.

I had a dispute with a company called AeroFry who would not stand over their own 90 day return guarantee of damaged goods, and also their own policy on returns of products which don't meet customer expectations. This issue was taken up with Klarna who are the payment service AeroFry use. In spite of giving Klarna a very full and detailed account of the issues, all I got was the same chatbot replys saying they were there to help. I found that their help was very limited and all they done was refer me round AeroFry who didn't cooperate with me or accept responsibility for the faulty, damaged and unacceptable standard of their products. In the end they washed their hands of the matter and told me to take it up with AeroFry, even though I told them on numerous occasions that AeroFry would not respond or accept their responsibility. I informed Klarna, not to be making any payment to AeroFry since they were no longer involved in the matter, and I would deal with the issue even if it meant going through the courts. It appears to me that Klarna don't recognise British Trading Standards or Customer Rights Act 2015. The AeroFry products I received, failed on both these legal obligations. Good bye, AeroFry and Klarna.

1/31/2024 UPDATE: These people are THIEVES. Over a month after NOT receiving anything - and having the proof of that - they are continuing to charge me for items not in my possession - despite assuring me that would not happen. Their customer service representative says that: there is nothing they can do because the charges are "system generated" and they cannot transfer me to a manager or supervisor. Apparently the computer is in charge at Klarna and no one there has the ability to control it.

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Klarna is one of several places you can split a purchase price into 4 payments. That's fine if all goes well with your purchase but if you require customer service or have a return/refund situation STAY AWAY from Klarna - they DO NOT CARE ABOUT CUSTOMERS.

I ordered Christmas gifts from YETI that were shipped to the wrong address and returned to Yeti. On December 23rd Yeti emailed me confirmation of the mishap and stated they would automatically refund my purchase when they received the item (which they acknowledged receiving on December 27th). Yeti is awful to deal with themselves if you want to speak to someone but at least they emailed confirmation of what was going on. Klarna has been contacted several times to sort this out. They claim they are waiting for confirmation from Yeti - but refuse to look at the email confirmations that Yeti sent.

Their chatbot said: "If you have an email from YETI acknowledging the problem, it could indeed help expedite the process. Please use the above link to submit the email as evidence." --- The link referenced was a loop back to the chatbot and when I asked where to forward it I was connected to a live agent, who then changed the story to "If the refund will not be processed via Klarna within those 21 days, you will be receiving an email on 18 January with further instructions in order to provide additional information for our specialist team in your Klarna app." When I told the rep that this should not be taking so long I was told "let's say you haven't used Klarna for this order, but you paid the full amount with your personal card - you will not call your bank and ask them why you haven't received your refund yet." - to which I replied that I would have taken the emails from Yeti to my bank and had them charged back. Klarna's customer service response was "Klarna is not your bank, so legally we are not obligated to process a chargeback. Klarna is only able to process a refund if the store confirms one." - which, of course, they DID by email, which Klarna refuses to look at (after the chatbot said to send it as evidence to expedite the refund). Their level of concern/involvement was to then tell me "IF the refund will not be prp0cessed within 21 days, we wil email you so we can get involved."

I strongly recommend steering clear of Klarna - few people plan on having to return their items after all. Afterpay or Paypal's Pay in 4 are much better options.
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Re: Klarna response: I already wasted an enormous amount of time with Klarna customer service only to be told to wait for several weeks before you would 'get involved'. I've lodged my complaint - here. If you actually want to resolve the matter then refund my money. If you would like the confirmation from Yeti - that I made multiple attempts to give you, only to be shut down by your 'customer service' then email me and I will forward it to you. Even your reply is disingenuous.

Klarna still holding £100 for payment for goods where the order was never actually placed or confirmed by the vendor. This has been over three weeks now. After a very frustrating attempt to contact them via their so called customer service (clearly a chatbot) I finally contacted a human customer service agent who told me there was nothing he could do to help me. So far NO money refunded and no sign of getting it back. Avoid!

Problem with an order I placed, problem sorted within minutes using the chatbot. Well done Klarna 🙏

I do not wish to use Klarna. They do not subtract money from my valid card, but send me emails with bills. I had not noticed these bills and they now send me expensive reminders. I have paid in full, and want my Klarna account suspended. It's impossible to write an email to them. Although they send me bills by emails. I can only suspend my account and have my personal details erased if I wish to 10 minutes waiting for their chatbot !! Klarna make an enormous profit from sending reminders to their customers, and you cannot contact them.

After a Klarna store partner repeatedly promised a refund for an item that they didn't have in stock when they accepted my order, I raised the issue with Klarna via their chat service (the ONLY way to contact them in near real time). When you're not being shut down by the ChatBot as you type a comprehensive reply to a question, you get served with platitudes by the agents, who don't seem to be able to provide any responses of substance. It looks like I'll wait over a month for a refund and Klarna couldn't care less.

I originally didn’t understand how Klarna worked & after chatting with the chatbot I do now. I plan on using Klarna real soon for everything.

A lot of pay-in-four companies take advantage of customers, Klarna is NOT among them. I have been using their service regularly for over a year now, and I can sincerely say that I have rarely had such a good experience with a company.

Straightforward shopping and purchases, huge selection of stores eligible for use, NO HIDDEN FEES! In fact, I have *made* money using Klarna, as you are rewarded points for dollars spent that can be redeemed for gift cards for a selection of major retailers. I was able to responsibly use Klarna to repair our budget after a series of emergencies, which indirectly allowed us to improve our credit scores. (To clarify: they do not report to the credit agencies for the pay-in-four purchases, but being able to break down the everyday purchases into payments let us spend a greater portion of income to preventing and paying down debt.)

The few times I have had to contact customer service, I have had overall good experiences. My issues were always resolved to my satisfaction promptly. I will note that over the last few days, there has been a very long wait time for chat assistance, but clearly marked and easy to understand controls in the app and a well-working automated chatbot make it simple and fast to take care of common issues and questions without ever having to speak to an agent.

I rarely write reviews, but this is my second recommendation for Klarna. While many pay-in-four companies are currently being investigated for preying on consumers and charging fees, I felt it was important to make sure that my great experience with Klarna shows that there are exceptions, and that an "everybody WINS!" situation can exist amongst retailers, consumers, and financers. I appreciate having that opportunity with Klarna!

Reached out via the app and the chatbot it was much easier and quicker than I thought it would be my problem was fully understood and the agent was very knowledgeable

difficult to get hold of if you need to speak with them, explanations to questions are not clear, chatbot is impossible to re-initiate once they think its over

Updated - Perhaps a little bit hasty in the heat of frustrations, however, it was difficult to re-initiate the chat when they thought the interaction was closed. No way to continue the conversation, had to re-initiate a chat under a separate issue type.

Although not easy to understand how the payments are deducted or how the one-time card is set up at first glance, I just made my first purchase with Klarna, and it went smoothly. One major +: the chatbot pops someone immediately and always if the automated replies don't solve your issue. Also, the website is clean and devoid of visual distractions, making it easier to read than many others.

Anthony was very helpful on the online chat option.

Very quick, knowledgeable and cleared up my issue for me right away.

No complaints using Klarna for clothing/fashion purchases as well as Loan service for higher value electronic goods.

Only used customer service this once as no prior need. Phone line was easy to use and clear, option to pay over the phone via automated service. Or to hold to speak to customer service, and details of opening times, then phone cut out after this. I called on a Sunday, and it was made clear that they were closed and would be open Monday. I have used other services over the years where it wasnt clear, was lots of jumping through hoops and pressing buttons to only find that the service needed was closed.

So this was refreshing and helpful, rather stressfree. But nice to have the automated option for payments on weekends and I assume 24/7.

So I searched the site for info that may help me, and realised the online chat was in use on a Sunday. After a chatbot directed me to Anthony, he was very helpful and quick.

It was a good to use service, as I always am wary with chatbots, they vary drastically, but this setup worked well for me, being handed over to a human promptly.

Well designed and user friendly services such as sites and apps go a long way, they reduce stress for the customer and also the workers too. So that was really appreciated.

Klarnas Chatbot ( chat robot ) filters your concern then connects you directly to a live person to chat your issue. And I’m always left with a smile it’s great doing business with you Klarna your the best !

I have been with Klarna since October 2020! I have nothing but great reviews for them! I thought I had an issue with a payment double-charged but it was an oversight on my part. Jasmine with Klarna chatbot was very kind, professional and patient with me.

Klarna is the way to go if you don't have the funds up front for that major or minor purchase!

Thanks Klarna for being there for me!