Complaints

This profile includes complaints for Pandora Jewelry LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pandora Jewelry LLC

  250 W Pratt Street Baltimore, MD 21201

• 

  Pandora Jewelry LLC

  P.O. Box 2549 Columbia, MD 21045

• 

  Pandora Jewelry LLC

  8671 Robert Fulton Drive Columbia, MD 21046

• 

  Pandora Jewelry LLC

  75 Middlesex Tpke Burlington, MA 01803-5389

• 

  Pandora Jewelry LLC

  1245 Worcester Street Unit 2040 Natick, MA 01760-1515

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into Pandora on May 3 purchase a engrave braclet while there was presented with the recent sale offer of spending $125 you get a free braclet which I move forward with ******** has only been less than a week today is May 7th and my braclet has tarnished which the sales representative advised it will not. I called to notify my disappointment with the product and was advised that if I wear perfume or lotion it will tarnish quicker.I then explained tgis was never told before purchase and my sister and I braclet had now turned color she stated it was nothing they can do about it and a refund will not be giving. Per receipt it says 30days we are on day 4 why can I not be refunded

  Business Response

  Date: 05/10/2024

  Hello Shamandi, 
  
  Thank you for contacting Pandora Jewelry.
   
  We have received your complaint through the Better Business Bureau and apologize for any inconveniences you have experienced with your item. 
  
  I understand that you would like to receive a refund for the promotional bangle you received on May 3rd, due to the item tarnishing. 
  
  Unfortunately, at this time your item is not eligible for a full refund, due to the item not meeting our 30-day return and exchange policy. The policy applies to items that have been purchased within 30-days and are in unworn and original condition. Due to your item not meeting all of the requirements, a full refund cannot be issued. 
  
  However, we are able to offer a One-Time Courtesy Replacement in the form of an E-Gift Card for the retail value of the item. Please be advised, we will need to receive the original damaged item prior to issuing the e-gift card. 
  
  This will be considered a one-time courtesy due to tarnishing not be covered under the 1-year limited warranty. A one-time courtesy means, in the future if you have any Pandora items that fall outside of the 1-year limited warranty policy and get damaged in any way, unfortunately, those items will not be eligible for assistance or replacements. 
  
  We would also like to offer a 25% discount code that can be used online alongside the e-gift card towards repurchasing an item at a discounted price. 
  
  If you would like to move forward with the process of receiving the one-time courtesy e-gift card for the retail value of the item and the 25% discount code, please reply to this email with the following information: 
  
  - Complete Mailing Address
  - Images of the Item
  
  Once the above information has been received, we will provide you with a Pre-Paid Return Shipping Label to return the tarnished bangle for the one-time courtesy e-gift and discount code. 
   
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  Maddison
  
  Customer Experience Department
  PANDORA Jewelry Americas 

• Initial Complaint

  Date:05/03/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order online (order #PND21635285) with this company 4/25/2024. The order was for 2 item #******CZ clear pave clip charms, and pandora jewelry cleaning kit. Package arrived 1/02/2024. Company sent out the cleaning kit but they decided to keep the two charm pave clips that i ordered and are refusing to send a replacement or refund my money, said they have to file a complaint with *** nothing about making it right with me, very unethical. If they dont resolve this situation and make it right i will never do business with this company again. its a shame because i really liked their items and rewards programs.

  Customer Answer

  Date: 05/08/2024

  Hi, im writing to let you know that company has contacted me and issued a full refund for items. Im satisfied with their response. Thank you very much!

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Pandora bracelet and charms totaling over $500. When I received the package, *** delivered a damaged package that was soaking wet. The bracelet and charms were fine but the gift boxes were destroyed and had disintegrated from water. Called customer service who advised they would note the issue, file a complaint for a damaged package and I would receive an email in 3 days to notify me if they could send a new gift box. I was clear that I just needed a box. The bracelet and charms were fine. I also advised if they couldnt get me a box then I would make it work. *** shows up the next day and takes the package back telling me they need everything. I did not receive any notification that my entire order needed returned. I needed this gift for a retirement party 7 days later and was willing to skip the box if it meant I wouldnt have a gift at all. Called customer service again who advised that because a claim with *** was filed there was nothing to be done but I would get my money back in up to 10 business days. I guess I could have reordered everything and prayed it would make it in time but who has a spare $500 sitting around anymore. Plus what if it didnt make it in time. I guess I could have chose expedited shipping, on my dime of course. The *** even tried to speak to a supervisor who said basically sorry about my luck. When I requested to speak to a supervisor, they were too busy to speak with me. Basically they could do nothing for me regarding a ***lacement. They were unwilling to ship a ***lacement and now I have 7 days to find a ***lacement gift for a once in a lifetime retirement party. Sadly I just wanted the customized bracelet, to do business with a company that has zero concern for their customers satisfaction.

  Business Response

  Date: 05/06/2024

  We were able to reship the customer their order and it was delivered on April 29th. 

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a pandora that consistently fell off my wrist a few years ago. The Columbia MD store replaced it once because of the faulty clamp. Last year the replacement started to ****************. By this time I had a full charm bracelet, charms purchased from store and ******(charms only this complaint isnt about the charms) I went into the ********* store and they sold me a clamp that was supposed to keep the bracelet in she stated my item was no longer under warranty. I purchase the clamp and returned it because my bracelet would still unsnap and just be hanging with the chain clamp she sold me. It was horrible, I returned it. A few weeks later my bracelet fell off my wrist and I didnt realize it over last summer 23. This year my husband decided to replace it as one of my birthday gifts after I told him I didnt want another because the jewelry is faulty, I never had a problem with any of my ******* bracelets. The sales lady in the Towson store convinced him that the bracelet that she sold him with the heart clamp doesnt fall off. That was purchased with 3 charms for my birthday and it is **********, the bracelet is gone. Wasted money! I am so upset. The jewelry is nice but it is mot quality. I should mot have to worry about my jewelry falling off my wrist like that. Im so upset and the first one I purchased as a gift to myself but this one was a gift to me from my spouse. I just wish he would of listened to me and stayed away from pandora. I want to be compensated in some way for all this loss outside of having to contact our homeowner insurance. This is insane. This is obviously marked up and branded well cheap jewelry from ***** or something, angry customer! Spent well over 600 dollars on these purchase including my charms not purchased from this store. I want our money back for ***** purchases for their faulty jewelry! I have attached some of my receipts and I am still looking for more because my husband purchased another charm for Valentines Day 24 the number below doesnt include this charm. I have nothing to show for over &600 spent on this jewelry!

  Business Response

  Date: 04/02/2024

  Hi ******,
  
  Thank you for contacting PANDORA Jewelry.
  
  We have received your complaint from the Better Business Bureau. We sincerely apologize for the loss of your item(s). PANDORAs 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 PANDORAs one-year limited warranty in the following link: *********************************************************************************************************************************
  
  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 ************************ and cannot be combined with any other offers.
  
  Please reply to this email if you would like to receive the 25% Discount Code. 
  
  Thank you for choosing Pandora Jewelry!
  
  Kind Regards,
  
  Maddison
  Customer Experience Department
  PANDORA jewelry Americas 

  Business Response

  Date: 04/03/2024

  Hello ******, 
  
  Thank you for contacting Pandora Jewelry.
  
  We are glad to hear that the item has been recovered. Unfortunately, we are unable to offer a full refund as the item does not meet Pandora's refund policy requirements. In order to receive a full refund, the item has to be in original and unworn condition, as well as within 30 days of purchase. 
  
  Due to the item being outside of Pandora's refund policy, we can offer 2 options as a form of replacement. 
  
  The 1st option would be to replace the item with an E-Gift Card for the retail value of the item. The 2nd options would be to receive a replacement bracelet if the item is in stock at our warehouse. 
  
  We would also still like to offer the 25% discount code that can be used online towards a future purchase. 
  
  Please reply to this email letting us know which option you would like to move forward with. 
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  Maddison
  
  Customer Experience Department
  PANDORA Jewelry Americas 

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a final sale item, but when I received it, it was broken. I immediately called them to notify them. The person on the phone said just use the return label to send it back. I did just that, I sent it back to them. They dont want to give me my money back and instead sent me an Electronic gift card, which I believe you have to use at Pandora. If I purchased something that was broken Initially, before It reached its destination, i dont want to buy it again. I would like my money back please. Thank you.

  Business Response

  Date: 04/08/2024

  We apologized to the customer and offered to refund her to the original form of payment as a one-time courtesy. We explained that with FINAL SALE items exchanges, returns or refunds are not allowed online or in-store which is why we offered the e-gift card initially and for any future final sale purchases we will not refund the customer. 

  Customer Answer

  Date: 04/08/2024

   
  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

  Date:03/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made my first purchase at a Pandora store while on vacation in ********* on February 2nd, 2024. I purchased the Triple Crossover Pave Gold ring for $125 plus tax. It was advertised as gold plated. Within the first week of wearing the ring I noticed the gold plating off the back appeared as if it was starting the come off. The gold plating was severely worn off the back within TWO WEEKS of wearing the ring. I contacted Pandora via phone as I do not have a location near me. I was told this was not typical of Pandora's quality and was offered a one-time warranty exchange. They emailed me a form to fill out and weeks later I was told that I could only be offered a gift card for the amount and the ring would not be exchanged. I checked their website and the same ring has now INCREASED in price, meaning I will have to pay more money to exchange the ring. With this being my first Pandora purchase why would I want to spend more money on the same ring when the ring I currently have was ruined in two weeks? I was either sold a defective item or it is not possible that this ring was gold plated. I followed all of the care instructions properly and this was not a result of my doings. It is not March 19th, 2024 and I am still out of my money with NO ring! At this point I would just like for my money to be returned as customer service is non responsive and I have called and emailed multiple times.

  Customer Answer

  Date: 03/22/2024

  I have attached receipts with proof of purchase date, thank you.

  Business Response

  Date: 03/22/2024

  Hello *******, 
  
  Thank you for contacting Pandora Jewelry.
  
  We have received your complaint through the Better Business Bureau and apologize for any inconveniences you have experienced with your item. 
  
  I understand that you would like to receive either an exchange for the exact same ring or a full refund for the item. 
  
  Unfortunately, at this time we are not able to offer an exchange for the exact same ring due to the item is currently out of stock at our warehouse. Your item is also not eligible for a full refund, due to the item not meeting our 30-day return and exchange policy. The policy applies to items that have been purchased within 30-days and are in unworn and original condition. 
  
  However, we are able to offer a One-Time Courtesy Replacement in the form of an E-Gift Card for the retail value of the item. Please be advised, we will need to receive the original damaged item prior to issuing the e-gift card. 
  
  This will be considered a one-time courtesy due to tarnishing not be covered under the 1-year limited warranty. A one-time courtesy means, in the future if you have any Pandora items that fall outside of the 1-year limited warranty policy and get damaged in any way, unfortunately, those items will not be eligible for assistance or replacements. 
  
  We would also like to offer a 25% discount code that can be used online alongside the e-gift card towards repurchasing the item at a discounted price. 
  
  If you would like to move forward with the process of receiving the e-gift card and the 25% discount code, please reply to this email confirming. 
   
  Thank you for choosing PANDORA!
  
  Kind Regards,
  Maddison
  
  Customer Experience Department
  PANDORA Jewelry Americas 

  Business Response

  Date: 03/25/2024

  Due to the customer's item not meeting the requirements to receive a full refund, we have offered the customer an e-gift card for the entire amount of her purchase (including taxes), as well as a 25% discount code w/ free shipping. Below you will find the response to the customer's request for a full refund. 

   

  Hello *******, 
  
  Thank you for contacting Pandora Jewelry.
  
  Unfortunately, at this time we are only able to offer the One-Time Courtesy Replacement in the form of an E-Gift Card. 
  
  The item is not in unworn or original condition. It has also been recorded that you have worn the item during periods of time where you have washed your hands. Per our Care/ Maintenace guide, we do advise to remove all jewelry prior to coming into contact with waters and oils, as this can damaged the item. 
  
  I do apologize for the inconveniences and frustrations you have experienced throughout this process, but unfortunately, this is the only option we are able to provide due to the item being outside of the warranty requirements. 
  
  We will provide you with an e-gift card for the value of your purchase (including taxes), as well as a 25% discount code w/ Free shipping that can be used online. 
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  
  Maddison
  Customer Experience Department
  PANDORA Jewelry Americas 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21454761
  
  I am rejecting this response because:

  Pandora does not care about taking care of their customers. Instead they have showed they scam hardworking customers out of their money by advertising expensive products that are ruined in days and then blaming the customer for their lack of quality. I spent $137 on this ring and was only able to wear it for a few days before I noticed the gold coming off of it. After explaining to Pandora my ring was ruined in days they did not try to make things right and only offered me a gift card with a coupon code if I returned the ring. I take good care of my rings and have several other rings by different brands that have no issues. The ring was not as advertised. Gold plating is supposed to be high quality and made to last years, not days. The customer service at ******************** has even noted that the condition of my ring is not up to their quality and this should not have happened. I clearly was sold a defective item or a used one. They admitted they were wrong and still want to keep my money. This is completely unacceptable and I have never been treated so poorly by a business. I simply want to return my ring for a full refund due to terrible customer service and not being given the product I was promised. Now I am out of $137. I hope Pandora will learn to take responsibility for their mistakes and treat their customers better. 

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

  Business Response

  Date: 03/27/2024

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

  Unfortunately, at this time we are only able to offer the One-Time Courtesy Replacement in the form of an E-Gift Card due to the item not meeting the requirements to receive a full refund. 

  We would be happy to assist with a One-Time Courtesy E-Gift Card for the full amount you paid for the item. This means the gift card will have a balance that reflects the entire amount paid, including taxes.
  
  We are also still offering a 25% discount code w/ free express shipping that can be used towards a future online purchase.   
  
  If you would like to move forward with this offer, please reply to this email.

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

   

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21454761
  
  I am rejecting this response because:

  Pandora failed to provide an adequate product as advertised and kept my money. Their solution intends to place the blame and responsibility on the customer. It should be ********************* responsibility to take care of the item and not keep the customers money if they sold an item that became damaged due to quality not as advertised or possibly selling a used item instead of a brand new one. Pandoras representatives have claimed that my product should not have had the gold plating come off in as little as a few days and this is not typical of their quality, yet they are only offering a gift card and want to keep my money. Pandora should not be allowed to say oh well, thats on you after they sell a crappy product that becomes damaged due to their low quality and keep their customers money. If you dont provide the item as promised you shouldnt be allowed to keep a customers money.

  Ive also went on the reviews for this product on Pandoras website and low quality seems to be an issue. Other customers are claiming the gold is wearing off. Seems to be an issue with the quality that Pandora needs to get under control. Dont advertise gold rings to people for high prices and when they are ruined in days blame your customers. Do better.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 04/01/2024

   
  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. I am willing to accept the offer of a gift card for $137.19 with complementary shipping to return the product and repurchase, plus the 25% discount code. Thank you for your help in resolving this matter.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/01/2024

  Hi *******,
  
  Thank you for contacting PANDORA Jewelry.
  
  We are pleased to help with the process of your One-Time Courtesy Replacement of item number [169057C01-54] in the form of an e-gift card.
  
  Please note this e-gift card will only be issued 7-10 business days after your item has been received and processed. 
  
  Attached you will find the Pre-paid Return Shipping Label from ***; you will need to click on the attachment to retrieve the label. Once you print the label, please paste it on the outside of a padded envelope or a small box.
  
  Keep in mind that if your item is not packed in a box or bubble padded envelope, the jewelry could get lost in the mail. Once you have your package ready, please take it to a *** store.
  
  Please do not include notes or additional items in your package as it can possibly be discarded.
  
  If for any reason you are unable to retrieve the label attached to this email, please call us at ************ (M-F 8:30 AM- 6:00 PM EST) for further assistance. Thank you for choosing PANDORA!
  
  Kind Regards,
  Maddison
  Customer Experience Department
  
  ********************** Americas

   

  Thank you for contacting Pandora Jewellery. 
  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. 
  Discount Code: US25EX-TE7U-H5UF-PEN7-LSG9
  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, ****** X Pandora, Star War X Pandora, Marvel X Pandora, Diamonds by Pandora, 14K Gold Collections, and ***** ****** X Pandora orders.
  
  Thank you for choosing Pandora!
  Love, 
  Maddison
  Pandora Jewelry- Customer Experience

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Pandora moments red leather bracelet on January 15th order number PND20791795. I called Pandora customer service on January 17th regarding the return process because the bracelet was too big for my wrist. I received an email with a return shipping label. I returned the bracelet and received confirmation from *** that it was delivered on February 15th at 12:16 pm by pandora representative ***** at the dock. I have made several calls to Pandora regarding my refund and I have not received any resolution from any of the customer service representatives. ******************** website states it takes 5-7 business days for a refund once the item is received. The representatives informed me that is incorrect and it will take 3-4 weeks for processing, which contradicts what is listed on the website. I am beyond disappointed and frustrated that it's been a month that Pandora has received my return and no refund to date. I was told a supervisor would be in contact with me, I received no return call from anyone which has left me with my only option to file this complaint. I would like a resolution to my issue and my concerns addressed. Attached is the return receipt with the tracking information. I am seeking a refund as soon as possible. Thank you.

  Business Response

  Date: 03/21/2024

  Hello *******,

  We do apologize for the delay with your refund. As of 3/18/2024, a refund has been issued to the original method of payment. Please let us know if you need further assistance.

  Kind regards,

  Jade

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.