Klarna responds as gamers fume over Xbox Series X 'debacle'
Buy now, pay later specialist Klarna has apologised after some customers experienced issues with the UK Xbox All Access pre-order launch.
The Swedish FinTech provides the financing solution for the Xbox All Access bundle available from GAME and Smyths Toys.
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Due to high demand, a number of consumers were approved for financing, but were unable to complete their orders on the retailers’ websites. And many were quick to vent spleen on Twitter.
“This happened because, in response to the high demand, the retailers ran out of stock and had to close online orders whilst consumers were part way through the checkout, or had just completed their credit applications,” Klarna said in an online statement.
“We would like to reassure consumers who have received notification that they have set up a direct debit but were unable to place their order that we are working with our retailers to ensure a satisfactory outcome for these consumers,” it added.
Some people also expressed concerns about the impact on their credit scores, when they made multiple applications due to website issues. “When a customer applies for our financing products Klarna performs a hard credit check which can impact your credit score and is visible to other lenders.”
“The further searches you can see after the initial credit check are known as quotation or soft searches and are not visible to any other lenders, just to yourself, and do not affect your credit score,” Klarna commented.
“If you are however concerned or believe you have seen more than one hard credit check, please let us know and we are happy to investigate. If an error has occurred, we will work alongside the Credit Reference Agency to ensure a hard credit check made by Klarna only appears once.”
“We recognise this has been a frustrating experience for many of our consumers. Please rest assured that we are working hard with our retailers and we are extremely sorry for any inconvenience or distress this may have caused. If any of our customers are concerned, we encourage them to please contact our customer service teams,” it concluded.
