Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase a couple of items from Pandora for my wife and product is completely ruined. Went numerous time bought more cleaning products for it as the claim will fix it and no it just made worst.

  Customer response

  12/17/2024

  Prodigals tarnish for the amount of money that we spent on this product and them to guaranteed that the product won’t get bad like it did and then for us to take it to the jewelry shop, then clean it and for them to look at until there’s nothing that they can do after we spent over $400 on their product Well the clarification do we need. I refuse to acknowledge it. They refuse to take accountability for it and it’s like oh OK here just spent another $95 on the charm here just spent another hundred dollars on a bracelet. That’s not customer service.

  Business response

  01/02/2025

  We have apologized to the customer for this issue, offered to replace four of their items as a one-time courtesy, and clarified that tarnishing is not covered under our warranty.

  Customer response

  01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

  Customer response

  01/02/2025

  So there going to replace 4 items I will accept that. How will this take place

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order # *********** On November 20th, I purchased this item online and chose size 1 for pickup at a nearby store. I arrive to pick it up on the store only to find out it’s too small and I needed a size 2. I inform the sales representative and he said it’s final sale let me ask a manager. The manager, never approached me, never made eye contact and simple said “It’s final sale, nothing we can do, it is what it is”. The sales rep provided me a customer service number to call for a resolution, he assured me they would be able to help. The number provided was ###-###-#### and to my surprise it had prompts but after you select an option it’s dead air. I googled the number to Pandora and called ###-###-#### and spoke to a representative who provided me a case #******** and said she cannot do anything except provide me a discount code for a future purchase! I completely understand its final sale and I am not asking for a refund, but if the item doesn’t fit it should be available to exchange for a bigger size. The online size description is inaccurate. No one has compassion or empathy in this situation! I genuinely feel I donated my hard earned money to Pandora! The item is smaller than usual compared to my other three bracelets, please see the attached photos. I am hoping you would be available to assist me. I have emailed the Pandora team on Nov 22, 2024 and no response yet.

  Business response

  12/30/2024

  Hello ******, 
  
  Thank you for contacting ******* Jewelry. We are responding to your complaint made via Better Business Bureau. 
  We are truly sorry for any frustration this situation has caused you. We completely understand how disappointing it can be when an item doesn’t meet expectations, and we sincerely apologize for any inconvenience this may have caused.
  While our policy does state that bangle sales are final, we want to do our best to make this right for you. Although we no longer have the bangle available for exchange, we’d like to offer you a one-time courtesy of a $35 e-gift card to use toward a future purchase with us.
  If you'd like to proceed, please feel free to send the bangle back to us, and once we receive it, we’ll issue the e-gift card as a gesture of our appreciation for your understanding.
  We truly value your business and hope this solution is helpful. If you have any questions or need assistance with the return process, please don’t hesitate to reach out. We’re here to help!
  Thank you for choosing *******!
  
  Kind Regards,
  
  ******
  Customer Experience Department
  ******* Jewelry Americas 

  Customer response

  01/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will return the item for an e-gift card as advised. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Placed order on 6/27/24, Contacted Pandora 6/11/24 because *** indicated my order was left at an access point I went there and was advised my package was not there. On the tracing number the last update was that it was left at that location. Pandora took all this time (almost a month) to let me know my case is closed (even though *** closed the case 7.12.24) due to the fact they confirmed it was delivered to the drop off location. Between Pandora and *** no one can tell me who the package was given to. I contacted Pandora again today because I placed the order through them and not *** so they should be helping me solve this issue. However, the response given was the same response that's getting us nowhere, it was delivered to the access point so they can do nothing. An access point is not a direct delivery to me, it means nothing. I now have to contact and try to resolve this with ***. Of course that was ***etting because their rep gave me the same responses Pandora gave me. They look at the tracking number its easy for everyone to tell me it was left at that location however, no one has my signature or can prove that I actually received it. So what are they basing their answers on? I have never had an issue with *** leaving packages they decided to take it to that access point because it needed a signature which I did not provide since I never received it, the package was lost. I am responsible for paying over $400 for that order but neither company wants to take action and correct this issue and properly track and investigate. I keep getting the same bs responses that it was left there. Where is the signature proof of delivery? And why am I left to do the foot work. I ordered from Pandora not *** this is something they should investigate properly and handle. The funny thing is the delivery date provided by *** was 7/10/2024. I work in the city in the Bronx to be precise I was nowhere near my home to accept delivery and I can prove that with my work timesheet.

  Business response

  08/26/2024

  We apologize for the inconvenience you’ve experienced with your order. Typically, we ask our customers to file a claim when an order is lost because *** requires information directly from the receiver to investigate. Now that the claim has been closed, we can proceed with refunding your order.

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  At this point there is no need for a refund. *** was finally able to locate my package which I picked up. It was frustrating because *** was originally called to place the claim they closed the case the following day stating the package was delivered (which clearly was not delivered) at that time they left me with no other solution. I’m glad they were able to track it down and I received my charms. 
  

  
  Sincerely,
  
  ******* ********

  Business response

  08/28/2024

  The customer has confirmed the receipt of her package. this case can now be closed. Thank you for shopping with Pandora Jewelry!

  Customer response

  08/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The purchase was made in Honolulu in the amount of $65.00 US$. This was purchased as a gift for me. The purchaser made all attempts to find out if this item had been recorded as purchased but the information was not available at the store. I contacted Pandora regarding the duplicate charm and was advised that if I followed through on returning the unused, new item to their warehouse, I would receive a refund. I stated that the purchase was made in the US but I was a Canadian citizen. I told them that I would access a US store to repurchase and that the refund should come in the currency in which the transaction was processed. I was given a refund of $70.00 Canadian which should have been closer to $85.00 with exchange. This is an unacceptable return policy. I realize the amount is very small but it is the principle of the transaction that should be taken into account. I have been a loyal and rather extensive Pandora consumer in the past. I have now received three emails stating that they would get back to me with 1 - 3 business days but have received no further response. I trust that you will be able to work on my behalf to provide a satisfactory response.

  Business response

  03/04/2024

  Hello *******, 
  
  
  Thank you for contacting Pandora Jewelry.
  
  
  We do apologize for the delay in our response. We have reviewed your request and would be happy to assist further.
   
  You received an e-gift card that has a value of $70.00CAN to reflect the Canadian retail value of the charm you returned as a warranty exchange. A warranty exchange only reflects the retail value of the item returned.
  
  If you would like to receive the full amount paid, please reply to this email with an image of your Pandora receipt showing proof of purchase. Once we receive this image, we will review the information and reply with how we are able to proceed. 
  
  
  
  Thank you for choosing PANDORA!
  
  
  Kind Regards,
  
  
  Maddison
  Customer Experience Department
  PANDORA Jewelry Americas 

  Business response

  03/04/2024

  We have reviewed the customer's receipt, and the customer has been issued a full refund for the amount of paid. The refund has been processed in the form of an E-Gift Card. The customer has received the E-Gift Card with the funds reflecting the amount paid. 

  Customer response

  03/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Rempel

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 17, 2023 I purchased two charms for $199.34 from Pandora in Costa Mesa, CA as a gift. I attempted to return the charms to the store I purchased them from twice. I was told by the store salespeople that the charms could not be returned due to an error message of "transaction failed violation of law" although I was clearly still in the return window. They made me feel like a criminal when I had done nothing wrong but try to return an item. I am not sure what this error message means but the store would not return the charms. I spoke to several managers who were also confused by this error message that came up in their system. The managers also did not know how to proceed with the return and refused to return the charms as well. So I am out of $200 due to Pandora not knowing how to return their own items. I have called Pandora numerous times to resolve this and have even filed a complaint with the Corporate office and still have not received a response from anyone. How can Pandora do business this way?

  Business response

  02/21/2024

  Hello *******, 
  
  Thank you for contacting Pandora Jewelry.

  
  
  We have received your complaint through Better Business Bureau and apologize for your experience while visiting one of our Pandora locations. 
  
  I understand you would like a full refund for the charms with item numbers [782591C01 & 781728CZ]. 
  
  We are pleased to offer a refund in the form of an e-gift card for the value of $199.34. We would also like to offer a 15% discount code to be used online, for the inconveniences you have experienced. 
  
  In order for the gift card to be issued we have to receive the charms you would like to return prior. Due to the purchase occurring during a promotional time period, we would also need to receive the promotional bracelet included with the purchase. 
  
  Please be advised, if you do not want to receive the refund in the form of a e-gift card, we are more than happy to work with our accounting department to issue the refund in the form of a check. If you would like to move forward with the check option, please be aware, the processing time frame could take anywhere from 8-10 weeks. 
  
  Please reply to this email letting us know which option you would like to proceed with. Once we receive the requested information, we will provide a Pre-Paid Return Shipping label from *** for you to return the items.
  
  Once again, we do apologize for the inconveniences that you have experienced but are glad that we are able to assist. 
   
  
  
  Thank you for choosing PANDORA!
  
  
  Kind Regards,
  
  Maddison
  Customer Experience Department
  PANDORA Jewelry Americas 

  Customer response

  02/29/2024

  I would like to respond to Pandora's offer for the return of the two bracelet charms I purchased.  I am requesting to get my money back for the return once the charms have been brought back to the store. On my receipt it states that if I return the items in the original condition by January 28, 2024, I can receive a full refund or an exchange.  I attempted to return the charms on January 14, 2024 as shown in the attached document.  I was not able to return the charms due an error message in Pandora's system.  I do not feel it is in good faith for the customer to have to wait 8-10 weeks for Pandora to send a check for the purchase that would have been returned within the allotted time displayed on the sales receipt. Pandora should abide by their sales contract and return my money upon the return of the items. After several attempts to return the charms for a refund, it does not appear that Pandora will refund me the money once the charms are in their possession.  I would like to know what documents I will be provided to ensure that I will be refunded the money I paid for the charms. 

  Business response

  03/04/2024

  Hello *******, 
  
  
  Thank you for contacting Pandora Jewelry.
  
  
  We understand you would like to move forward with a full refund completed in store. We have reached out to the District Store Team of the South Coast Plaza location, and they will be contacting you to assist with the process of your full refund. We do apologize for any inconveniences you have experienced throughout this situation. Please look out for an email or phone call from the store to rectify this situation.
  
  We would also like to offer you a discount code. Please use the below code to redeem your [25%] discount from your next online purchase. 
  
  Discount Code: **************************
  
  
  Please remember that the coupon code is valid online only at **************** cannot be redeemed in-store. It cannot be combined with any other offers and excludes Last Chance items, Holiday Giftsets, Disney X Pandora, Star War X Pandora, Marvel X Pandora, Diamonds by Pandora, 14K Gold Collections, and Keith Haring X Pandora orders.
   
  
  
  Thank you for choosing PANDORA!
  
  
  Kind Regards,
  
  
  Maddison
  Customer Experience Department
  PANDORA Jewelry Americas 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom this may concern I made a purchase online at Pandora on February 5th, the order supposedly got delivered on the 8th by the mailman and placed inside of a flower pot that I do not own or have, instead of my mailbox. Now I’m having trouble getting a refund back from Pandora after reporting I never received the items I purchased.

  Business response

  02/19/2024

  We apologize for the inconvenience you have been experiencing with your order. It looks like one of our agents was able to issue a refund for your order yesterday, please allow 7 to 10 business days from today’s date to see the funds back into the original account of payment.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I received an empty package from pandora jewelry! I was told that my refund was processed, but I haven’t received any type of confirmation email nor refund from them so I believe I was lied to here is my order number ***********. And here’s the items that I ordered Elevated Red Heart Ring and the elevated red heart necklace which my total was $196.84!

  Business response

  02/08/2024

  We apologize for the inconvenience you have been experiencing with your order, it looks like a refund was issued on 2/7/2024. Please allow 7 to 10 business days from the refund date to see the funds back into the original account of payment.

  Customer response

  02/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Saturday Feb 3rd was when I purchased the item at Pandora Jewelry. I put the item in my cubby dressing room before work. I went back after work and it was gone. Someone stole it. I need a refund from Pandora. There is a blog out there that is informing people that Pandora will do a refund if you can provide a valid proof of purchase within 60 days. I called customer support to affirm this and I was told I was incorrect meanwhile I see it on multiple websites. On their own website, it says they do not give refunds. But I was misinformed by other websites and Pandora should have more control over what policies are being put out there on the internet. This is false advertisement. I want a refund for the item I bought. I made an account with Pandora with my email: ******************. They should have my purchase on record with that account.

  Customer response

  02/08/2024

  The receipt was in the bag which someone stole. I have my bank account statement if that’s okay.

  Business response

  02/08/2024

  Hi *******,
  
  Thank you for contacting PANDORA Jewelry.
  
  We sincerely apologize for the loss of your item(s). PANDORA’s limited warranty does not apply to lost or stolen merchandise and does not entitle replacements or refunds for lost or stolen items.
  
  Please find more information about PANDORA’s lost or stolen merchandise exclusion below: 

  3. Exclusions and Limitations
  This warranty applies only to Products purchased through authorized PANDORA distribution channels, unless otherwise prohibited by law. Because PANDORA cannot vouch for the authenticity of products purchased through unauthorized channels nor the quality control procedures of the retailers in those channels, this warranty is not available for Products purchased from unauthorized sellers. This warranty does not cover lost or stolen items or defects or damage due to normal wear and tear or caused by accident, abuse, misuse, misapplication, or use of non-PANDORA products together with PANDORA Products. Attaching non-PANDORA charms may damage PANDORA bracelets. Stretching of PANDORA chains and bracelets is not considered a defect in materials or workmanship. Do not expose PANDORA Products to harsh chemicals or environments, as they can alter the appearance of the Product. These include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Please refer to the PRODUCT USE & CARE instructions for additional information on caring for and protecting your PANDORA Product. Failure to follow these instructions may constitute abuse, misuse, or misapplication of your PANDORA Product.
  
  We appreciate your understanding and continued support of the Pandora Jewelry brand. I would like to offer you a [25]% off discount code for a future online purchase. Please keep in mind this code can only be used upon checkout online at PANDORA.NET, and cannot be combined with any other offers.
  
  DISCOUNT CODE: USQ425-TE5G-OG2Y-LRAE-K4WE
  
  Thank you for choosing Pandora Jewelry!
  
  Kind Regards,
  
  Maddison
  Customer Experience Department
  PANDORA jewelry Americas 

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I deserve a full refund on the bracelet. I worked really hard to save up money to buy it for my boyfriend for Valentine’s Day. I can’t afford to buy another one at a discounted rate. I understand it’s no one’s fault if any it’s mine for trusting coworkers wouldn’t steal. I loved the bracelet and I loved my customer experience inside the store when purchasing. I want to continue to be a Pandora customer but if this is how you treat your first time customers I cant imagine how you treat your lifetime customers. There is false advertisement out there on the internet about your lost and stolen policy. It’s not fair that they won’t accept any responsibility for the wildfire that’s spreading. I’m sure I’m not the only customer who hasn’t had this complaint before. I’m asking for you to give me the exception please. As a first time customer who saved up money to buy their first bracelet here at your store, Pandora. 
  
  Sincerely,
  
  ******* *****

  Business response

  02/09/2024

  Thank you for contacting Pandora Jewelry. 

  We do apologize for the inconveniences you have experienced. We are not affiliated with the website you are referencing, and it has been reported. Our official website is us.pandora.net, and if you would like to view our official warranty policy, please visit us.pandora.net/warranty.  

  We have provided two discount codes for you use towards repurchasing the item that was stolen. Once again, we do apologize for what occurred and appreciate your understanding and continued support. 

  Thank you for choosing Pandora Jewelry!

  Kinds Regards, 

  Maddison

  Customer Experience Department
  PANDORA jewelry Americas 

   

   

   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two bracelets online from Pandora Jewelry's on 12/23/23, and returned one of the bracelets (Heart Shaped T-Bracelet) and was delivered to their warehouse on 1/11/24. I called and spoke with three different customers service representatives, it was confirmed that they received the bracelet, and was also told three different dates when I would receive the refund of $213.50.

  Business response

  02/06/2024

  We apologize for the inconvenience you have been experiencing with your return. It looks like one of our agents were able to successfully issue a refund on February 5th, please allow 7 to 10 business days from today’s date to see the funds back into the original account of payment.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an empty package from pandora jewelry! No help whatsoever from them! order number ***********!

  Business response

  02/06/2024

  We apologize for the inconvenience you have been experiencing with your package but it looks like one of our agents have refunded your order on February 5th.  Please allow 7 to 10 business days from today’s date to see the funds back into the original account of payment.

  Customer response

  02/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩