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:01/08/2024
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.
Went into the store 12/09/2023 , they had promotion “ spend 125$ get a $85 bangle bracelet . I spent 133$ , 2 days later 12/11/2023 bracelet breaks . I went to the store they state they no longer have the bracelet in store I would have to call consumers affairs , I called consumers affairs they tell me the store is the only ones that can exchange or work with me to replace such bracelet . I’ve tried speaking to a manager and she won’t see me . I just want the bracelet replaced ! Either same bracelet or similar ! I do not intend on spending any further moneys with Pandora because of the treatment , but I would like to be made whole !
Business Response
Date: 01/19/2024
Hello *******,

Thank you for contacting Pandora Jewelry.

We have received your compliant through BBB and would like to formally apologize for any inconveniences you have experienced. We are pleased to assist with replacing your damaged bangle, item number [592733C01].

We are able to replace the bangle in two different ways. The first being in the form of an E-Gift Card. The second being in the form of a replacement bangle.

In order to receive the e-gift or the replacement bangle we will need you to reply to this email with images of your bangle, the correct size of your bangle, as well as which option you would prefer to move forward with.

Once we receive this information, we will send you a Pre-Paid Return Shipping Label from *** to return the damaged bangle. We have to receive the damaged bangle prior to issuing your replacement.

Thank you for choosing PANDORA!

Kind Regards,
Maddison
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 01/19/2024

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 would just like an E-gift card , my email address for the label is **********************. I’ve also enclosed picture of the broken bracelet and have responded to the email Pandora sent me . Thank you for your help .

Sincerely,

******* ********
Initial Complaint
Date:01/04/2024
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.
I ordered a ring through pandora online and when I received the package , approximately 4 days later through *** , there was nothing in the package but paperwork stating what I ordered.
Business Response
Date: 01/05/2024
The customer's order was reshipped and has now been delivered on January 4th so we will not proceed with a refund for this order.
Customer Answer
Date: 01/05/2024

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. However it should be noted how unprofessionally they treat their customers.

Sincerely,

***** *******
Initial Complaint
Date:01/04/2024
Type:Customer Service 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 made my very first purchase with this company Pandora Jewelry during their Black Friday Sale. I’m an experienced shopper and read all the return details beforehand. Today, I attempt to start a return only to find out these items were Final Sale. There was NO final sale wording on products when I purchased them! There is no wording like this on my online receipt or the physical invoice that arrived with the items! I am shocked!

I asked the chat rep to show me exactly where I’d see this mysterious Final Sale wording and was not given an answer! I looked at their site, specifically for final sale items today and see the giant bold lettering/warning before the product name, that was obviously not there when I purchased, because as a first time buyer I would have never taken that risk! I am returning every item I purchased from this company because I am so shocked by this!

The order number in question is #*********** . Items: Link Chain Necklace and multiple matching dangle charms. About $195 worth of goods.
Business Response
Date: 01/12/2024
We apologize for the inconvenience you have been experiencing with this order. As stated on our website final sale items are non-refundable and are displayed as final sale before being purchased. We do not offer refunds but we can offer for you to return your items as a one-time courtesy and we can send you an e-gift card via email for your items. For the second order, we can offer a full refund since you are still within our 30-day return period but the promo bracelet would have to be returned as well to receive a full refund if not it will be deducted from the order.
Customer Answer
Date: 01/16/2024

Complaint: 21066399

I am rejecting this response because:
This company is missing the entire issue here. These items were NOT marked final sale when purchased, nor were they marked on my emailed receipt or accompanying paper receipt I received with the order. They were marked as Black Friday sale, and 40% off, but nowhere did these items read, Final Sale. As a brand new customer I would never have risked purchasing final sale. A store credit is no good when I will never return to this company. I have included a screenshot image of my cart/order where the items are listed as 40% for Black Friday sale, but not as final sale.

Sincerely,

****** ******
Business Response
Date: 01/22/2024
We have apologized for the confusion with this specific order not being displayed as final sale but we will offer a one-time courtesy refund for the return of all her items for this order.
Customer Answer
Date: 01/27/2024
This has been settled. Company reached out for an acceptable return.
Initial Complaint
Date:01/03/2024
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 picked up my package and brought it home. When I opened it there was only the free gift and gift boxes that I ordered. None of the charms were in the box. I called the company and they said I would receive the missing charms in 2 days. I never did so I called back. They stated they had placed the order on hold but would release the order. Still no order came. Called back again and they said they had to file a lost claim and they didn’t have a manager I could speak with.
Business Response
Date: 01/11/2024
We reshipped the items that were missing on December 26th and they were delivered on December 29th via UPS. The tracking number for the reshipment is: ******************. I will also attach a picture of the delivery as well but seeing that the items were delivered we cannot offer a refund for them.
Initial Complaint
Date:01/03/2024
Type:Billing 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.
Pandora's ordering system is messed up all my three orders were charged more than it supposed to. The items I ordered were 50% off, as stated on the invoice, but my final amount was more. Order ***********, the total amount should be $100. I was charged $142.32. Order *********** should be $135, I was charged $153. Order *********** should've been $100 but I was charged $120. I want the $80 over charge to be refunded to me. I also ordered the 17.5 inch starwars bracelet, but the 13.8 was somehow entered into the system. I'm hoping to have that exchanged after the difference is refunded. I had another leather bracelet that broke today all my charms dropped on the ground I'm hoping to have that replaced under warranty as well. I attached my order invoice page as well as the picture of the broken bracelet.
Customer Answer
Date: 01/29/2024
Hello, I have a complaint open number ******** with you guys. I just wanted to update my complaint. I have the broken leather bracelet replaced at our local Pandora, so that issue has been resolved. However, with the promotional discrepancies and the exchange of the starwars leather bracelet they can not process an exchange as they don't have it in their store. I also returned the Alice bracelet and the chat bubble charm and have yet to receive my refund. Please relay this message to the business. Thank you.
Business Response
Date: 01/29/2024
Hello ****,

Thank you for contacting Pandora Jewelry and please receive our apologies for any issues with your most recent orders. You have been refunded in the amount of $80 for orders ***********, *********** and ***********.

Additionally, an e-gift card was issued to you for the returned items 599120C01 and 792291C01. Please note these items were marked as final sale at the time of check out, so they were not eligible for return or exchange. Similarly, the Star Wars bracelet was also final sale therefore it is not eligible for return or exchange.

As this gift card was already issued as a courtesy, we would be happy to add the value of the Star Wars bracelet (price paid) to your gift card once we receive that item back (unfortunately, this is item is out of stock, so we are unable to provide a size exchange).

We will be in touch via email with a pre-paid label to send back item 540031C00 (Star Wars bracelet). Please note for any final sale items on future orders they will not be eligible for return or exchange, and this has been issued as a one-time courtesy.

We appreciate your patience and thank you for choosing PANDORA!

Kind Regards,
Jessie

Customer Experience Department
PANDORA Jewelry Americas
Initial Complaint
Date:12/22/2023
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.
Purchase charm 1 and half ago and the stones fell out of it. The charm is $100 too expensive to happen. It was an instore Purchase and no longer have receipt.
Business Response
Date: 01/02/2024
Hi ******,

Thank you for contacting Pandora Jewlery.

We have received your BBB complaint and we do apologize about your item. Unfortunately, we will not be able to help replace your item as it is over our warranty replacement period, and you have received a courtesy previously.
For the inconvenience, we are pleased to offer you a discount code. Please use the below code to redeem your [15%] discount from your next online purchase.

US15Q4-GCMZ-IRHI-OOP6-GNHM

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,
Pandora Jewelry- Customer Experience
Customer Answer
Date: 01/03/2024

Complaint: 21045518

I am rejecting this response because:

Sincerely,

****** *****

I paid $100 for this charm, I'm tired of buy junky jewelry that breaks from this company.
Business Response
Date: 01/09/2024
Hello ******,

Thank you for contacting Pandora Jewelry.

We do understand that the charm is $100, but as stated before our warranty policy is for one year of the purchase date. And we have previously offered you a one-time courtesy so we will not be able to replace this charm. We apologize for the inconvenience and have offered you a discount code for a future online purchase.

Thank you for choosing PANDORA!

Kind Regards,

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 01/09/2024

Complaint: 21045518

I am rejecting this response because:
I spent $100 on a charm and your company is selling defective expensive jewelry that doesn't last.
Sincerely,

****** *****
Initial Complaint
Date:12/22/2023
Type:Billing 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.
On 12.14.23, I purchased several items from Pandora online, one being an engraved charm. I had requested both side to be engraved as that was an option. I previewed before placing the order, and the name and dob was there and the other side being angel wings. When order was received, I checked several days later and noticed the item was incorrect. There was no phone number to contact anyone regarding, so I had to chat! The representative was not helpful at all, she kept expressing that this item was nonrefundable. Not looking for a refund at this time, just want to take the charm into the store and have them engraved the missing side. I was told that I can call, but not sure what there policy is. How do you not know what the store policy are, why couldn't se call the store as customer service, however she eventually provided me a 20% code, as she stated this charm was nonrefundable. Well, Yesterday I called the location in the Galleria Mall, the rep told me the engraved machine was working. I arrived about 30mins later, had to wait outside the store for additional 30mins, only to be told the machine is not working. I decided to just purchase a regular charm and use the 20% code given to me. Well, the rep didn't know how to apply it, she asked a male (assuming her manager) he looked at the email and said I never seen a code like this and turn away. I'm frustrated now, because I wait all this time and received no help. I ended making the purchase, because I didn't want to cause a seen, however my plans are returning, with all the other others that have neem purchased. Please see email of my receipt for the engraved bracelet that doesn't show any previews of what I order and the email of the code that was emailed to me. I blocked some of the numbers out
Business Response
Date: 01/02/2024
We have emailed the customer stating we will offer a refund as a one-time courtesy and explained that engravable items are final sale always and we will not offer any refunds on any final sale item moving forward. I provided a return label for the customer to have her items returned.
Customer Answer
Date: 01/03/2024

Complaint: ********

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

These are NOT the terms you and I discussed. I understand that engraved charms are not refundable. However this is an error on Pandora’s end. You all sent me a half ass engraved charm and all I wanted was this charm to be corrected! Per our conversation, you stated you would contact me when the store machine was up and running, to bring the charm I already have in to be correct! Now you send this email and a postage slip. I don’t have time to find a printer and return this mess back! I see that Pandora is full of lies!
I was willing to rebuy the engraved charm again and take my losses, once I complained and you all “supposedly “ gave me a 20% discount! You all still treated me wrong! The fact, I call the store to see if they were engraving and was told yes! Get there and stand outside for over 30mins, only to get inside to be told the machine is not working. Also, For the incorrect item you all sent me, I was promised 20% off my next purchase. Manager very rude and unhelpful! I quickly find out that was a **** because you workers told me that there was no way they can use that code.
I spent some decent money with you all going back to 2017 and this is how you all treat a customer. Is it because of my race? Or Let me guess, I’m just one out of millions that supports Pandora, I don’t make or break the company’s pockets! You don’t have to worry abt me spend another dime with you all! I will take my losses and be done. I will buy replica charms or find another alternative for memories for my daughters!

I actually wanted the charm not a refund!

Kindest Regards,
******
Business Response
Date: 01/09/2024
We apologize for the inconvenience you have been experiencing with this order. I am not sure who you spoke with regarding this issue prior but I do not see any previous cases other than the one I have created so I'm not aware of any promises made to you. I apologize for any confusion this may have caused but our policy as stated on the website is that engraved items are non-refundable. You may go in-store to engrave the other half but you would have to pay to engrave the item again. In our records we only see that one side was requested to be engraved but we are offering to issue a refund as a one-time courtesy in this case for the troubles you have been experiencing along with a discount code that can only be used online. Again we apologize for the inconvenience this has brought you, if you happen to change your mind you have till January 14th to be eligible for a refund.
Customer Answer
Date: 01/09/2024

Complaint: ********

I am rejecting this response because: I’m still a bit confused. All I want is the other side engraved as I paid for that. Why your website didn’t save the other side for engagement, only Pandora knows why. When paying for engagement, a consumer has the option to have both sides engraved and that what I wanted, you all sent me one side engraved! All I’m asking is for the store to engraved the other side that I have already paid for. But from my understanding me taking the charm into the store and having the missing side engraved is not an option? Pandora would rather pay for s&h and a full refund? Is this correct?

Sincerely,

****** *****
Business Response
Date: 01/10/2024
When the order was placed it seems that you only requested to engrave one side so on our end we only see the request for one side. You paid for the engraving but it only applied to one side so if you did choose to go instore to have it engraved again you would have to pay. Again on our end we can only offer to issue a refund for your purchase as a one-time courtesy once you have returned it but we cannot reship the item for you. You may go in store to do the engraving but it is up to your discretion.
Customer Answer
Date: 01/10/2024

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:12/20/2023
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 received a Pandora chain link bracelet with the default, catch to lock it up and it fell off my arm twice I returned it to the store, and they marked it as damaged, and received another one the next day I lost the new bracelet because the locked it, the way they built are default and they don’t stay locked and it comes off unknowingly
Business Response
Date: 12/21/2023
Hello *******

Thank you for contacting Pandora Jewelry.

We have received your response on the BBB website, and we do apologize for your lost item. Our warranty does not cover lost items, but we can offer to do a one-time courtesy since you did send in the receipt showing it was recently exchanged. You have also recently received a 25% off discount code with Free-Express shipping. Please know for future claims, you will have to fall within warranty for us to help assist.

Please find your Gift Card below which you can use both in stores and online:
Number:
xxxxxxxxx
Pin:
xxxxxx
Amount: $95

Thank you for choosing PANDORA!

Kind Regards,

Customer Experience Department
PANDORA Jewelry Americas
Initial Complaint
Date:12/19/2023
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 just purchased a custom engraved heart charm from Pandora on December 18th 2023.

I accidentally purchased the Cham which needed a small change to be done to the month. The engraving had 5/Jun/2023 but had to be 5/Jul/2023, which is the date my fiance passed away.

I immediately contacted customer service using the same online platform which was less than 5 minutes.

After chatting with the agent she stated there's nothing she can do re: the change and the terms and conditions does not allow her to cancel the order. However she can provide a 25% discount towards a new product.

I wasn't satisfied with the response so I called customer service. After talking with her supervisor she returned to me with the same lines from the previous agent.

So I requested to speak with a supervisor. The call dropped and no one never called back. So I have assumed that my call was terminated by the agent.

My main issue is... if that's the terms and conditions, before a customer makes this purchase there should be a pop-up notification indicating "the sale is final, please verify ".

Or before the order goes through, there should be a grace period which would allow a customer to make changes. Eg ******.com has a grace period to make changes to your order after its placed.
Business Response
Date: 01/02/2024
We have emailed the customer explaining we have many disclaimers on the website suggesting we do not offer refunds for engraved items as they are final sale so we cannot process a refund for this item. We also provided a 20% discount code to the customer for the inconvenience the customer has experienced.
Initial Complaint
Date:12/18/2023
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 timeless bracelet as a gift on Black Friday for my daughter but she didn’t want it. A week later I tried to return it but the store refused saying a cubic stone was missing and it was used. I told the store it was never worn and brand new still in the box with the receipt but the rep refused and told me to contact pandora customer service. I also have a snake chain brace that my husband purchased a few months ago that also broke. I’ve emailed Pandora on 5 separate occasions and called over 5 times and I’m getting the run around. I’ve spoken to at least 5 reps on the phone and they transferred me or told me to email ********************** (I did a few times)I’ve been emailing and calling pandora for over 2 weeks. A rep(Jazmin) finally responded and said Pandora customer service doesn’t process returns and she can “try” a refund request at the nearest store. This is not acceptable! I have over 10 bracelets and so many charms and jewelry I’ve purchased over the years from Pandora. I’ve spent a great deal of money with your company and I do not expect this type of service or lack thereof. I would like a refund for the pandora timeless bracelet that I purchased, my broken bracelet refunded/replaced and a store credit for the inconvenience and the lack of help from the numerous reps I spoke with.
Business Response
Date: 12/18/2023
Hello *****,

Thank you for contacting Pandora Jewelry.

We do apologize for the inconvenience; we can send out a refund request to the store that you mentioned was close to you. In our request, we are reaching out to the district team for assistance with this return. This will take a few days as communication times with the district team does vary. We can offer to help assist with your return on our end, but we can only issue an E-Gift Card here at Customer Service for the amount you paid which was $76. If you agree we will send you a pre-paid shipping label for you to return the defective bracelet to us and upon receiving the item, you will receive your Gift Card via email.

Also, for your damaged bracelet we can offer to do a warranty replacement for a Gift Card for the value of $95. Please respond to this email on how you would like to proceed.

Thank you for choosing PANDORA!

Kind Regards,

Dana
Customer Experience Department
PANDORA Jewelry Americas

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Pandora Jewelry LLC is NOT a BBB Accredited Business.