Criticism rages against Klarna after several reports

Klarna, one of Sweden’s largest payment services, has once again found itself in trouble after a stream of reports from upset customers. The service is marketed as a safe and secure payment method, but many consumers feel cheated when they discover that companies that offer Klarna as a payment option turn out to be rogue online stores.

During the month of August, it was reported that Klarna was available as a payment method on 23 out of 41 sites that had been reported to the Swedish Consumer Agency, it reports SVT.

These sites are often involved in dropshipping, where poor quality products are shipped to customers. The dissatisfaction among consumers is palpable, as many want to return the goods but are met with obstacles from the companies.

Christine Fransholmconsumer advisor at Sweden’s consumers, believes that Klarna has a large part in the problem.

– Klarna is seen as security. When Klarna is available as a payment recipient, consumers think the site is serious, she tells the TV channel.

But this perceived security has led to many being misled and now directing their frustration at Klarna.

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Criticized for lack of responsibility

Several reports have also been directed directly at Klarna, where customers complain about the lack of responsibility on the part of the company. Although Klarna has the opportunity to intervene when an item has not been delivered or if the purchase does not meet the customer’s expectations, many feel that they do not get the help they need.

– Consumers who have not received help from the company have turned to Klarna. Then Klarna has not taken its part in the dispute by, for example, paying back the money or removing payment requirements,” says Christine Fransholm.

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Recurring problems

The problem is not new for Klarna. SVT reported earlier this year that the Swedish Consumer Agency has received hundreds of complaints against Klarna in recent years.

In 2021, the Swedish Consumer Agency received 155 reports against Klarna, of which 42 concerned customer service. In 2022, 22 out of a total of 111 reports were about the same area, and last year 149 out of 200 reports against the company were related to customer service.

Joel Hedinpress officer at Klarna, they then reply that the number of complaints should then be put in relation to the number of purchases made with Klarna.

– The number of complaints for every million purchases handled via Klarna has decreased from 45 to 12 between 2018 and 2022. Our ambition is to have one hundred percent satisfied customers. Having said that, we are not yet at the finish line, he wrote to SVT in an email.

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