Klarna | Shop now. Pay later.

User Experience Report

Week of April 14th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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Klarna | Shop now. Pay later.

Top Insights This Week

Week of April 14th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Klarna | Shop now. Pay later.'s key feedback

1

Refund Issues

A significant number of users, approximately 10%, report issues with refunds not being processed correctly, leading to financial inconvenience and frustration. This problem is exacerbated by unhelpful customer service, which fails to resolve these issues promptly.

Klarna mishandled my refund and drastically lowered my purchase power without explanation.

2

Purchase Power Reduction

Around 8% of users experience unexpected reductions in their purchase power despite maintaining timely payments, causing confusion and dissatisfaction. This issue undermines user trust in the app's reliability.

Despite paying on time, my buying power decreased unexpectedly, leaving me confused.

3

Customer Service Frustrations

Approximately 12% of users express dissatisfaction with Klarna's customer service, citing unhelpful responses and lack of resolution for their issues. This leads to a negative perception of the app's support system.

Customer service was unhelpful and failed to resolve my issue, leaving me frustrated.

4

Credit Check Concerns

About 7% of users are unhappy with Klarna's credit check policy, which they feel contradicts the app's purpose of providing flexible payment options without traditional credit constraints.

Klarna's credit checks prevented me from using the app, which defeats its purpose for those with poor credit.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Afterpay
Afterpay receives overwhelmingly positive feedback for its ease of use, convenience, and the ability to make purchases without upfront payments. Users appreciate the flexibility of payment plans and the wide range of available stores, although some report issues with customer service and account management.

#2 RUNNER UP

Affirm
Affirm is praised for its user-friendly interface and flexible payment options, allowing users to make larger purchases with manageable payments. While many users appreciate the service for its transparency and credit-building potential, some express dissatisfaction with customer service and issues with purchasing power.

#3 Straggler

Klarna | Shop now. Pay later.
Klarna receives mixed feedback, with many users praising its convenience, ease of use, and helpful budgeting features. However, some users report issues with customer service, account management, and disputes, leading to frustration and dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Afterpay
#1 Users Choice
Afterpay receives overwhelmingly positive feedback for its ease of use, convenience, and the ability to make purchases without upfront payments. Users appreciate the flexibility of payment plans and the wide range of available stores, although some report issues with customer service and account management.
Affirm
#2 Runner-up
Affirm is praised for its user-friendly interface and flexible payment options, allowing users to make larger purchases with manageable payments. While many users appreciate the service for its transparency and credit-building potential, some express dissatisfaction with customer service and issues with purchasing power.
Klarna | Shop now. Pay later.
#3 Straggler
Klarna receives mixed feedback, with many users praising its convenience, ease of use, and helpful budgeting features. However, some users report issues with customer service, account management, and disputes, leading to frustration and dissatisfaction.

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Nuggets

Major Highlights of the Week

Refund Mishandling
Klarna's refund process is flawed, leading to incorrect refund amounts and reduced purchase power for users. This issue is exacerbated by unhelpful customer service that fails to resolve disputes effectively.
After returning an item, Klarna only acknowledged part of the refund and drastically reduced my purchase power.
Purchase Power Reduction
Users experience unexplained reductions in purchase power despite timely payments, causing confusion and dissatisfaction. This undermines trust in Klarna's credit assessment process.
Despite paying on time, my buying power decreased significantly without explanation.
Customer Service Inadequacy
Klarna's customer service is perceived as unresponsive and unhelpful, particularly in resolving disputes and technical issues. This leads to frustration and a lack of trust in the service.
Customer service was unhelpful when I faced an app issue and couldn't pay the full amount owed.
Credit Check Concerns
The introduction of credit checks has alienated users who relied on Klarna for flexible payments without traditional credit scrutiny. This shift has led to dissatisfaction among users with lower credit scores.
I can't use Klarna anymore because they started doing credit checks, which defeats the purpose for me.
Merchant Dispute Issues
Klarna fails to effectively mediate disputes between users and merchants, leaving users with unresolved issues and financial losses. This lack of support damages Klarna's reputation as a reliable intermediary.
Klarna did nothing to help when a merchant refused to acknowledge a faulty item return.
App Functionality Problems
Users report technical issues with the app, such as difficulties in connecting payment methods, which hinder their ability to make purchases. These technical glitches affect the overall user experience.
The app doesn't always connect to see my cards, making it hard to use Klarna effectively.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Refund Mishandling
Klarna's refund process is flawed, leading to incorrect refund amounts and reduced purchase power for users. This issue is exacerbated by unhelpful customer service that fails to resolve disputes effectively.
Purchase Power Reduction
Users experience unexplained reductions in purchase power despite timely payments, causing confusion and dissatisfaction. This undermines trust in Klarna's credit assessment process.
Customer Service Inadequacy
Klarna's customer service is perceived as unresponsive and unhelpful, particularly in resolving disputes and technical issues. This leads to frustration and a lack of trust in the service.
Credit Check Concerns
The introduction of credit checks has alienated users who relied on Klarna for flexible payments without traditional credit scrutiny. This shift has led to dissatisfaction among users with lower credit scores.
Merchant Dispute Issues
Klarna fails to effectively mediate disputes between users and merchants, leaving users with unresolved issues and financial losses. This lack of support damages Klarna's reputation as a reliable intermediary.
App Functionality Problems
Users report technical issues with the app, such as difficulties in connecting payment methods, which hinder their ability to make purchases. These technical glitches affect the overall user experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

Klarna has been a big help for me ever since I applied. I buy tickets for football games and sports jerseys whenever I need them in a pinch. Great app, recommend for everybody with great service and payment options.
SS2MANYY
Week of April 14th, 2025
I have bought off Klarna, paid my payments on time, and my buying power went down. Now I don’t have a buying power. I don’t understand how it goes down when I made big purchases and paid on time.
baileywailey 04
Week of April 14th, 2025
Klarna was a great app & a lifesaver for low-income, single mothers to afford things, like the name-brand stuff that kids want these days! It helped me pull off 3 Christmases, but this past Xmas I wasn’t able to use it because they started doing credit checks. If I had good credit, I’d just get a credit card, not use this app.
AmyDeeRee
Week of April 14th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
Klarna has been a big help for me ever since I applied. I buy tickets for football games and sports jerseys whenever I need them in a pinch. Great app, recommend for everybody with great service and payment options.
Candice Wu
App Store
I have bought off Klarna, paid my payments on time, and my buying power went down. Now I don’t have a buying power. I don’t understand how it goes down when I made big purchases and paid on time.
Kelly Williams
Google Play
Klarna was a great app & a lifesaver for low-income, single mothers to afford things, like the name-brand stuff that kids want these days! It helped me pull off 3 Christmases, but this past Xmas I wasn’t able to use it because they started doing credit checks. If I had good credit, I’d just get a credit card, not use this app.
Koray Okumus
Google Play

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