Business Profile

Jewelry Stores

Pandora Jewelry LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

218 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

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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:02/08/2024
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.
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
Date: 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 Answer
Date: 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
Date:02/07/2024
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.
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 Answer
Date: 02/08/2024
The receipt was in the bag which someone stole. I have my bank account statement if that’s okay.
Business Response
Date: 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 Answer
Date: 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
Date: 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
Date:02/05/2024
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 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
Date: 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
Date:02/05/2024
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 received an empty package from pandora jewelry! No help whatsoever from them! order number ***********!
Business Response
Date: 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 Answer
Date: 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
Date:02/02/2024
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'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
Date: 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
Date:01/31/2024
Type:Service or Repair 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 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
Date: 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
Date:01/26/2024
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.
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
Date: 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 Answer
Date: 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,

***** ******
Initial Complaint
Date:01/21/2024
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.
Placed online order ( PND 20019750) on 12-10-23. Purchase items were : snake chain bracelet-$100.00, and a family tree dangle charm-$85.00. At the time of my purchase all orders over $150.00 would receive a free shooting star charm bangle. Order was received on 12-13-23 but the snake chain bracelet ($100.00) was defective so the entire order was returned , including the free shooting star charm bangle which there was no charge. Tracking ID ****************** shows package was received on the dock on 12-16-23. By 12-28-23 I had yet to receive a refund so I called the customer service number (1-844-467-1333) explain the issue. After my information was verified I was told a refund would be issued. On the same date I received a credit for $8.25. I made another call questioning the credit amount because my total purchase amount was $200.26. I was told the $8.25 was the tax on the $100.00 snake chain bracelet but the remaining credit would be issued. On 12-29-23 I received another credit in the amount of $92.01. Called again and was told this was the credit for the family tree dangle charm including the tax and the $100.00 for the snake charm would be credited with 3-5 business days. On 1-3-24 I called again, Kimmie stated the $100.00 credit was showing in the system. I was issued case #********. On 1-11-24 called again and was told by Ruby the credit would be in my account that day or the next. When I asked about receiving the credit in increments she stated it is separated by unit price, taxes and shipping. As of today
1-19-24 I am stilled owed the $100.00. There is a link on the Review Submission page with a Contact Customer Service, but when I clicked and sent an email with my complaint I received a failure notice.
Business Response
Date: 01/30/2024
We apologize for the inconvenience you have been experiencing with your refund process. I have processed the remainder of your refund, please allow 7 to 10 business days from today’s date to see the funds back into the original account of payment.
Customer Answer
Date: 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,

******** ******
Initial Complaint
Date:01/17/2024
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 received two Pandora bracelets last year may 29th for my 35th birthday as a gift . Last week I went to Pandora in bayshore and lake grove inside the mall and was told I couldn’t get replacement bracelets because I had no proof of purchase. As I stated earlier they were birthday gifts and I no longer speak to the guy that bought them for me. Not only did the clasp break on the bracelets but my charms that I’ve spent 100’s of dollars on are no longer gold they tarnished . I just want my bracelets fixed or replaced I don’t even care about the charms but if I could have those replaced as well I would be grateful . Again it hasn’t been a year and my charms tarnished and broke and my bracelets clamps broke as well. I just want this to be made right fair exchange isn’t a robbery I can’t provide a email or a receipt for something that was given to me on my birthday may 29 2023. Thank you and god bless
Business Response
Date: 01/18/2024
Hello ********,

Thank you for contacting Pandora Jewelry.

We received your complaint through Better Business Bureau and apologize for your experience while visiting one of our Pandora locations.

We would like to assist with warranty replacements for item numbers [589046C01,789434C01, & 798962C01]. The warranty replacements include your bracelet with the damaged clasp, the Disney Pixar Up House dangle charm, and the rose gold hot air ballon charm.

We would also like to assist with a One-Time Courtesy Replacement for three of your tarnished items. These items will be considered a One-Time Courtesy Replacement due to tarnishing not being covered under our 1-year limited warranty.

Please reply to this email with the correct size needed for your warranty replacement bracelet with the damaged clasp, as well as the three items you would like covered under the One-Time Courtesy Replacement.

We will also need a Full Mailing Address to create a Pre-Paid Return Shipping Label for you to return the three damaged warranty items. As well as the three One-Time Courtesy Replacement items of your choice. We do have to receive the damaged items before issuing out the replacement items.

We would also like to offer you a 25% off discount code that can be used online for any future online purchase.

Thank you for choosing PANDORA!

Kind Regards,

Maddison
Customer Experience Department
PANDORA Jewelry Americas
Business Response
Date: 01/19/2024
Hello ********,

Thank you for contacting Pandora Jewelry.

We would be happy to include the second damaged bracelet in your warranty replacement. Your warranty replacement will now include the two bracelets with damaged clasps, as well the two damaged charms.

However, for the remaining charms that are tarnished, we are only able to offer replacements for 3 of them. Unfortunately, tarnishing is not covered under Pandora's 1-year limited warranty policy. We are replacing 3 tarnished items as a courtesy. We also provided a 25% discount code in the previous email, which can be used online to repurchase the remaining items that will not be included.

Please reply to this email with the correct size needed for both bracelets. As well as which 3 charms you would like to be replaced as a One-Time Courtesy.

Thank you for choosing PANDORA!

Kind Regards,

Maddison
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 01/22/2024

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:01/17/2024
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 received a free bracelet and it was poorly designed. The clasp on the bracelet is shaped like a star. With that design it gets caught to your shirt or jack when it’s long sleeve. This causes the clasp to pull open. This happened to me. Due to this I lost a $95 Marvel charm. Pandora would not cover this charm because I lost it and offered me discounts that couldnt even be used to buy another one if those charm; they are excluded from the discount. They also offered to replace the bracelet with the same bracelet. Problem is, the bracelet will still open. All I want is my charm replaced because of the faulty design of the free bracelet they gave to me. Or, a discount that can be used to buy the same charm not a full price. Telling me you can’t help or giving me a discount that does not help is unacceptable. I’ve spent too much money with this company and I am disgusted with how this is being handle. I plan to throw this bracelet in the garbage. I made sure I left a poor review on it as well. This is to prevent anyone else from loosing charms due to the poor design of the bracelet. I have several pandora bracelets and have not had a issue with loosing a charm in any one of them until I received this bracelet. Please take responsibility and stop brushing me off. I don’t want to hear I’m sorry because it’s not your money being thrown out the window. The message should be sent directly to the CEO and upper management at Pandora. It’s unacceptable and poor customer service. Your bracelet has a poor design and the latch should NOT be getting caught and opening.
Customer Answer
Date: 01/17/2024
I received contact from Pandora regarding my issue after this complaint was made to the BBB. They finally contacted me with a suitable request for a replacement. I was told that they will not sent out a replacement bracelet and they will provide me an e-gift card in the amount of $85 instead. This is the cost of the bracelet. This gift card can be used towards any item, including the pendant that was lost. They also provided me with a 10% coupon that can be used on other items. I appreciate someone finally, responding to my complaint and providing this solution. I really do like items from Pandora and this was leaving a sour taste in my mouth. It would have also prevented me from future purchases. However, someone understood my concern and responded appropriately. Per the request, I sent back the defective bracelet. I will be waiting 7 to 10 business days to receive a e-gift card.

Pandora’s quality is awesome and it was shocking that I even had this issue. While the road to get to a solution was bumpy, I am happy with the result and feel valued as a customer.

Please close the complaint.

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Pandora Jewelry LLC is NOT a BBB Accredited Business.