Review Time
Kustom charged us incorrectly due to a system bug. Despite acknowledging the error in writing, we have waited 12 days without receiving the refund or even a confirmed date. Customer service only offers excuses. Very unprofessional handling of merchant funds.
UPDATE (Feb 5, 2026): After posting this review, the 150 NOK refund has finally been processed. However, it took nearly 3 weeks of constant, manual follow-up from our side to resolve a simple, acknowledged system error.
While the issue is now settled, it is disappointing that a payment partner requires this much pressure to fix their own mistake. I am updating this to reflect that the money was returned, but the initial experience remains poor due to the excessive time and effort wasted on our end.
Kustom charged us incorrectly due to a system bug. Despite acknowledging the error in writing, we have waited 12 days without receiving the refund or even a confirmed date. Customer service only offers excuses. Very unprofessional handling of merchant funds.UPDATE (Feb 5, 2026): After posting this review, the 150 NOK refund has finally been processed. However, it took nearly 3 weeks of constant, manual follow-up from our side to resolve a simple, acknowledged system error.While the issue is now settled, it is disappointing that a payment partner requires this much pressure to fix their own mistake. I am updating this to reflect that the money was returned, but the initial experience remains poor due to the excessive time and effort wasted on our end.
We’ve been trying to integrate Custom Checkout for our store for over two weeks, and this has been one of the worst support experiences I’ve ever had.The checkout initially worked perfectly, then suddenly stopped with a 403 error for no reason. I contacted support immediately — one person said one thing, another said something completely different, and a third agent in chat gave a third explanation. After countless emails, promises to “look into it,” and even a phone call, they finally refused to activate the checkout, without giving any clear or logical reason.We lost nearly two weeks, had to delay our store launch, and could not move forward with our sales because of their inconsistency and lack of professionalism. What’s worse, everything worked at the beginning — which means that if this had happened after launch, we would have lost real customers and revenue.Extremely poor service, unreliable communication, and zero accountability. If you value your time and your business, stay far away from this company.
This is an absolute disaster! Everything went to hell after the forced migration from Klarna to Kustom. We've been bleeding money and time for months, all because Kustom can't handle basic payouts. Our bank clearly states these are SWIFT payments, incurring €6 fees per transaction, but Kustom's 'support' is either clueless or deliberately unhelpful, insisting they're sending SEPA payments that should be free of charge. We've wasted countless hours and a significant amount of money trying to get a straight answer or a solution, but Kustom's incompetence is astounding. We demand a resolution and a full refund for all the fees we've been forced to pay due to their botched migration and abysmal service. Avoid Kustom at all costs!"
Be careful about this company..!!!When they switched from Klarna to a custom payment method, they stopped making payments to us, and we haven’t received anything since July 2025. As a medium-sized website(Etnomat), we rely heavily on these payments to operate. Despite their numerous and often irrelevant document requests, we provided everything they asked for. However, their responses have been dismissive and unhelpful, almost as if they’re joking. We’ve sent countless emails and contacted their support multiple times, but they continue to withhold our funds without providing any valid reason.If they’re holding our money like this, I can only imagine they might be doing the same to others. Based on the comments I’ve read, it seems like a pattern. Holding onto other people’s money like this could make them extremely wealthy or allow them to misuse the funds.I strongly advise against becoming involved with this company. If anyone needs further clarification, I’m happy to provide more details. Rest assured, we will be taking legal action against them
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Kustom is a fintech company offering one of Europe’s leading checkout solutions. With efficient and customizable products, we help merchants tailor their checkout to fit their shoppers’ needs. By gathering innovative and scalable features, Kustom ensures high conversion rates and drives repeat purchases. Today, Kustom has 24,000 connected merchants with sales in over 170 countries.See more
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