Klarna in the news
Oct 2, 20204 min read

Klarna comment: Xbox final update.

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by Klarna

At Klarna, we have spent the last ten days analysing the opening of the pre-order window for the latest Xbox. There was huge demand, over ten times forecasts and we processed thousands of successful orders.

Unfortunately, for a small proportion of customers, we are disappointed to say that their experience did not meet the expectations that we set ourselves. We have apologised before, and want to reiterate that for this group of customers we are aware that the experience was disappointing and frustrating. Whilst it is of limited comfort, we have learned from the experience and have already worked alongside our partners to put in place some changes to help make sure this does not happen in the future.

We have been providing updates on here and in emails throughout the week, so now we wanted to provide a single overview for you all to reference in an attempt to clarify the situation.

This will be the final update, after which if you have any questions please reach out to our customer service team. Please take a look at the scenarios below to see where you fall, the status of your console order and the actions we have taken.

Scenario 1.

I have received all three of the following:

  • An email from either GAME or Smyths Toys confirming my order.
  • An email from Klarna confirming my purchase and details of my financing.
  • An email from Klarna confirming the set up of my direct debit.

Great news. You’re all set. You will receive your new Xbox for the November launch.

Scenario 2.

I have received:

  • An email from Klarna confirming the set up of my direct debit.

However I have not received:

  • An email from either GAME or Smyths Toys confirming my order.
  • An email from Klarna confirming my purchase and details of my financing.
  • An email notifying me that my application for Klarna Financing was declined.

Unfortunately, your application for Klarna Financing was not successfully completed and, as a result, you have not secured an Xbox All Access pre-order console. We realise that this will be a disappointment to you and we are truly sorry for the experience you have had trying to secure the latest Xbox console.

If you would like to receive updates when new stock becomes available, you can sign up for your retailers’ newsletter on their websites. When new stock becomes available, you can apply again for the Xbox All Access package with Klarna Financing.

We have cancelled the direct debit you set up when applying for the Xbox All Access package. As you applied for credit with Klarna but were unable to complete the order, and will therefore not require credit, we will be removing any records of searches which Klarna performed with credit reference agencies for this transaction. Your searches will be removed from your credit reports by 16 October. After this date, the searches won’t be visible for anyone to see when searching your credit report.

Scenario 3.

I have received:

  • An email from Klarna confirming the set up of my direct debit.
  • An email notifying me that my application for Klarna Financing was declined

However I have not received:

  • An email from either GAME or Smyths Toys confirming my order.
  • An email from Klarna confirming my purchase and details of my financing.

Unfortunately, your application for Klarna Financing was not successfully completed and, as a result, you have not secured an Xbox All Access pre-order console. We realise that this will be a disappointment to you and we are truly sorry for the experience you have had trying to secure the latest Xbox console.

If you would like to receive updates when new stock becomes available, you can sign up for your retailers’ newsletter on their websites.

We have cancelled the direct debit you set up when applying for the Xbox All Access package. However, because you applied for Klarna Financing and were declined on the basis of a credit decision, we cannot remove the hard check from your credit file. We can assure you that you will only have one search on your file and if you made any additional applications, these have been removed.

Scenario 4.

I purchased from Smyths and have received:

  • An email confirmation from both Klarna and Smyths Toys that I had successfully purchased a console.
  • I then received an email from Smyths Toys cancelling my order and an email from Klarna advising that my Fixed Sum Loan agreement has been terminated.

Smyths Toys made a mistake, but you’ll get your Xbox. Smyths Toys have already contacted you with details of how to secure your console.

What should I do if I still have a question?