ComplaintsforPandora Jewelry LLC

Jewelry Stores

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
03/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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,

******* *******
Initial Complaint
02/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I'm very disappointed with my recent order I got a ring for my one year anniversary with my wife and it was delivered today on our day but when I came from work there wasn't anything and I look at the ***** delivery and the picture is so blurry and doesn't show my house number My order number is ***********
Business response
02/02/2024
We have emailed the customer regarding this order so that we can either reship the item if it's available or we can refund the customer.
Initial Complaint
01/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to pandora on Christmas Eve. They had the special for the bracelets. I purchased two bracelets and was supposed to get a free one. The girl said "yeah that is correct" I proceeded to look for charms. And she goes "so we are out of the bracelets and we let customers pick different bracelets from the offer but we can't do that for y'all" And I asked and why can't you? So she goes YOU CAN TAKE THAT UP WITH CORPORATE IT IS THEIR FAULT! Like woah. I just politely asked. So I'm like I can't get a charm for free or something and she goes NO! It was done for others but not for us. It ain’t fair. Point blank period. I’ve been waiting around on a call back for a month now. The district manager is lying that she’s calling my phone and lying about emailing me. I can literally show my email and phone records. The supervisor I spoke to on the phone has already told me that they owe me a free bracelet because of the special they had going on. Which I know. Me and my girlfriend were discriminated against. She’s a female and so am I. As well as racism. we watched the white people pick out their free bracelets but we couldn’t get ours? We were the only black people in there at the time other than the workers. I’m fed the hell up with this. It isn’t fair at all! We didn’t deserve this! At this point I want a partial refund AND my free bracelet! I’ve tried to let them handle it but it’s obvious that they refuse to do so!
Business response
01/31/2024
Pandora customer experience has been dealing with the situation and communicating with the store team to accommodate the customer.
Hello *****,

Thank you for contacting Pandora Jewelry.

The DM said they will be contacting you today, please look out for their call. If you do miss their phone call you can contact them directly at ******@reeds.com.
Thank you for choosing PANDORA!

Kind Regards,
Brittany
Customer Experience Department
PANDORA Jewelry Americas

Hello *****,

Thank you for contacting Pandora Jewelry.

After reaching out to the District Store Team, they provided me with a contact email for the District Manager of the Pandora @ Columbiana Centre / Reeds 157 location. I have included the email below. Due their contact attempts not being successful, they have requested for you to email the District Manager directly.

District Manager Contact Info:

Name: Tina
Email: ******@reeds.com

Thank you for choosing PANDORA!
Kind Regards,
Maddison
Customer Experience Department
PANDORA Jewelry Americas

Hello *****,

Thank you for contacting Pandora Jewelry. Please allow a few business days for a response as they do travel within the region.
Thank you for choosing PANDORA!

Kind Regards,
Sabria
Customer Experience Department
PANDORA Jewelry Americas

Hi *****,

Thank you for contacting Pandora Jewlery.
We are pleased to offer you a discount code. Please use the below code to redeem your [25%+Free Express Shipping] discount from your next online purchase.

**************************
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!
Love,
Dana
Pandora Jewelry- Customer Experience
Initial Complaint
01/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought a wish bone bracelet for 125.00. They sent me another bracelet for free. The product was beautiful but way too small. I returned the product on 1-4 and it wasn't processed until 1-23. Then I still had to wait to get my refund. They sent me email yesterday stating that I was getting 29.22 back because I didn't return the free bracelet. I did return them both just like they came. Why would I keep both they don't fit. I also have problem with the second bracelet was free so why did pay 119.53 for one bracelet. I talked with customer service for 2 weeks they are working on the return. So ridiculous and. Wry bad business. I need a refund for 125.00.
Business response
01/30/2024
We apologize for the inconvenience you have been experiencing with your refund process. Items that are final sale are not refundable but in this case, we are offering a one-time courtesy refund for both items. A full refund has been issued, please allow 7 to 10 business days from today’s date to see the funds back into the original account of payment.
Customer response
01/30/2024

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary