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:12/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 charm on November 22 from Pandora jewelry that was supposed to be for my daughter‘s birthday on November 28. I paid $20 extra to expedite shipping. I entered my correct home address when I checked out as a guest with Pandora. Somehow my item was delivered to an old address that I had on file with Pandora which I no longer live at. I called Pandora as soon as I saw the tracking information which was first on Friday, November 24. I tried to get my delivery address corrected or get my item canceled and refunded but I was told by Pandora that they could not make any changes and that I had to contact *** in order to change the address. I called *** twice and they referred me back to Pandora. I spoke with Pandora again on Saturday November 25 and again they told me there was nothing they could do, that I had to wait for the item to be delivered even though they knew it was going to the wrong address. They said once it was delivered to the wrong address that I could file a claim to receive my money back. I just chatted with a Pandora expert on their website and they said it would take 3 to 8 days to receive a response back from *** and filing a Claim to receive a full refund. Their customer service is horrible and I should not have to wait this long for a full refund especially when I contacted Pandora two days after the purchase, and at that time, *** did not even have my package by that date. Pandora should have been able to correct this from the beginning when I first called and not make their customers wait this long for an error That was not my fault. I am looking for a full refund ASAP.

• Initial Complaint

  Date:11/27/2023

  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 tried to place an order today 11/24 for a ring for my mom. PANDORA’s website resulted in an error message about my method of payment. I tried to place it again and the same error occurred. I then went ahead and bought a ring from Kay Jewelers instead and had no problem. An hour later Pandora charged my bank $66.73 so I called their customer service line for a refund. Their customer service rep said she didn’t see an order and it was most likely a pending charge that would fall off. I asked her logically why there would be a pending charge from their company if there was NO order. She tried to explain what pending charges were, which was nonsense. I asked for a manager and waited an hour to speak to someone. I was transferred to a “Tatiana” who was not a manager and very rudely told me if there was no order there was nothing they could do. I asked her if there was no order why there was a pending charge on my Chase Bank account from their company and she said she didn’t know but it would most likely fall off in 5 business days. I asked to speak to someone above her as it was apparent she was not in management the way the call was being handled, and she took my phone number and said a manager would call me within 72 hours. I would like my $66.73 back and I will not ever go to this website in the future. I am just sitting here waiting to see if a SECOND charge for the same amount pops up since I tried to place the order twice and received an error both times on their website before moving on to buy from Kay’s.

  Customer Answer

  Date: 11/27/2023

  Hello,

  There are now THREE charges, please update my complaint to include this new information.
  

  I appreciate your help as no purchase was made.

  Thank you

  Business Response

  Date: 11/27/2023

  Hi Sarah, 

  I am so sorry for the confusion with your online order attempts. At this time I can see all three attempts did fail. An authorization hold was placed however each have been released so currently you should not be missing funds. If you are not seeing this on your end, please contact your bank for further assistance. 

  Regards, 

  Lauren

  Pandora Jewelry Customer Experience

  Customer Answer

  Date: 11/28/2023

  Hi BBB Team,

   

  Pandora went ahead and resolved the issue by refunding the three charges so I believe I’m all good here. Thanks for your help.

  Sarah

  Bureau Response

  Date: 11/28/2023

  Complaint Handler
  Pandora Jewelry LLC 
  
  **** ****** ****** ** *** *
  ********* ** *****
   
  
  
  
  Dear Complaint Handler:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 11/24/2023 by Sarah ********. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  

  Hi BBB Team,

   

  Pandora went ahead and resolved the issue by refunding the three charges so I believe I’m all good here. Thanks for your help.

  Sarah

• Initial Complaint

  Date:11/27/2023

  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.

  Pandora has stolen money from me. They had me return a product and have not released the money since I purchased it. So now they have the product AND my money. They keep attempting to send me coupons or checks passive aggressively in the wrong amount ($40) instead of the nearly $110 they are stealing from me.

  Customer Answer

  Date: 12/14/2023

  I have already submitted this multiple times to both Pandora and **** ** *******. Pandora is evil and has suspended communication with me so long I can't even get a refund from ****. They are doing this on purpose to hoard my money.

  Business Response

  Date: 12/15/2023

  Hello *********, 
  
  Thank you for contacting Pandora Jewelry.
  
  We sent a refund request to our accounting Department at the end of October, it does take about 8-10 weeks for the check to be issued to the customer. We have reached out to the team for the status of your check. Once we receive that information, we can update you. Your check will be the total of $96.30 for items 398914c00 and 590200-45 both at $45 each and the taxes that we received. We have also previously issued you a gift card which you can keep for the inconvenience. 
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  
  Dana
  Customer Experience Department
  PANDORA Jewelry Americas why here...

• Initial Complaint

  Date:10/30/2023

  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.

  a set of rings were purchased on 6/10/23 from Pandora Jewelry and on 10/16/23 I returned to the store because the items were extremely tarnished. The store attempted to clean the items and returned them to me in the same condition stating that was wear and tear and there was nothing they can do. I contacted the corporate office via email and received an automated response that someone would contact me within 24-48 hours and I have yet to hear from anyone. I wasn't requesting my money back but a simple exchange given the jewelry was less than 6 months old. There is no signage in the store or online that states the jewelry will possibly tarnish after 4 months.

  Business Response

  Date: 10/31/2023

  We have emailed the customer to inform her we will be replacing both rings as a one-time courtesy and sent her a return label so that she can return the items. 

  Bureau Response

  Date: 10/31/2023

  Nilda ******
  
  **** ******* ******
  ************ *****
  
  
  
  
  
  Dear Nilda ******:
  
  
  
  This message is in regard to your complaint submitted on 10/30/2023 against Pandora Jewelry LLC.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Pandora Jewelry LLC. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  We have emailed the customer to inform her we will be replacing both rings as a one-time courtesy and sent her a return label so that she can return the items. 

  Bureau Response

  Date: 11/05/2023

  Complaint Handler
  Pandora Jewelry LLC **** ****** ****** ** *** *
  ******** ** *****
  
  
  
  
  
  
  Re: ID * ******** - Nilda ******
  
  
  
  Dear Complaint Handler:
  
  
  
  Thank you for your recent response to Nilda ******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 11/05/2023

  Nilda ******
  
  **** ******* ******
  ********* ** *****  
  
  
  
  
  
  Re: ID * ********- Pandora Jewelry LLC
  
  
  
  Dear Nilda ******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  

• Initial Complaint

  Date:09/29/2023

  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 went to the store to exchange a charm that I received as a gift because it broke. I was told that it was passed it’s warranty time and the most they can do is give me 10% off a new one. This warranty policy is a SCAM ! 10% off of a $65 charm and she will take the damaged one as well. I was told to contact customer service for a different solution where all I received was the calls being disconnected 4 times. These items are NOT cheap and each time you buy something out of the store it’s over $100 the company needs to be more considerate of the people that are keeping their business afloat. Without us customers you would be nothing.

  Business Response

  Date: 10/02/2023

  We have emailed the customer to respond with more information on her item so that we can offer to do a replacement on our end. 

• Initial Complaint

  Date:09/27/2023

  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’ve purchased a bracelet for my daughter’s birthday and noticed that she lost all of her charms throughout the months. I thought she was just being a teen and misplaced the charms until she told me that they just come right off the bracelet. I went to pandora and they gave me the number to corporate to get a new bracelet because it is defective. I called pandora many times and waited on the phone for over an hour every time. I was told twice that the replacement would be sent out however we never received it. Supposedly the mail service misplaced the package so they shipped out a new one however it has been over a month and still have yet to receive the replacement. At this point i lost out on hundreds of dollars because my daughter lost all of her charms due to the bracelet being defective. Also, no one in corporate is helping at all. I only received one email from them and that was a month ago. I call and i get placed on hold for hours. It is like having another job. Today, I was on the phone for over 3 hours waiting to hear from someone! This is ridiculous and unacceptable. Not only that I didn’t get compensated for this unacceptable service. It’s a shame because I recommended pandora to a lot of family and friends and to think that they do nothing about their customer’s dissatisfaction is very disappointing. Also, I wanted to mention this complaint is regarding pandora corporate location. I did not know where they are located so I chose any location from the drop down list. I purchased all my charms/bracelets from pandora at 2300 Lincoln hwy langhorne PA 19047

  Business Response

  Date: 09/27/2023

  We offered to re-order the bracelet for the customer and it looks like an order was submitted on Sept 21st, I will send the tracking information for the customer once it becomes available. We also offered a 25% discount code that she can use on any future purchases for the inconvenience she received with this process. 

  Customer Answer

  Date: 10/01/2023

  
  
  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:09/25/2023

  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 jewelry items at the store in the *****, a chain bracelet, necklace and charms on April 26, 2023. They did not wear well, tarnished almost immediately and I noticed pitting starting to occur inside of the links of the chains, even though I followed all of the recommendations of the store. I first took them to the store and they said I could purchase a cleaning kit that did not help. They still get black much faster than any other silver jewelry I own. I called the customer service 800 number on July 21, and was told that I would get a return label or pouch from their ******************************** if I sent them a copy of the receipt and my contact information. I did this immediately. I was told that the ****************************** could only be reached by email because their phones were down. Two months later, their phones are still down. I have emailed them several times with the information requested and called the *********************************************** any information about returning the merchandise. I even signed up for a Pandora credit card when I made the purchase and have since paid that off. Very frustrating and unfair of this company.

  Customer Answer

  Date: 09/26/2023

  I want to return all of the defective merchandise and receive a full refund for $342.95 that I was told by the business that they would do.

  Business Response

  Date: 09/27/2023

  Since the items are past 30 days and have tarnished we explained to the customer a full refund would not be possible but we offered for the customer to select three of his items that he'd like returned in exchange for an e-gift card as a one time courtesy. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20649405
  
  I am rejecting this response because:

  No, I don't agree with this. What do I need a gift card for to buy more of the garbage you sell? There was no warranty when I first made this complaint. You said I would get a return label to send the merchandise back and you would refund the purchase. I've been waiting for months for you to send the return label. That was the agreement. It was a contract and you're breeching it because all of a sudden now you say this is your policy. I think you're saying that now because so many people are complaining about this junk recycled silver you make your garbage jewelry with. If you don't like it you can pay a lawyer to see me in court. I don't have to pay any court costs so it's very easy for me to file in small claims court. I've done it many times and I always win. You will lose. And I also closed your credit card account because I don't ever want anything else from this company.

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

  Business Response

  Date: 10/17/2023

  We have reached out to the customer explaining that since the items are past 30 days and have been worn we can only issue a gift card for the return of his items as a one-time courtesy. We explained there has always been a warranty with our products we just don't cover tarnishing under that warranty. We offered for the customer to send back all items instead of just 3 to receive a gift card for them so I sent out the return label so he can send his items back and once we receive them we'll issue the gift card. 

• Initial Complaint

  Date:09/21/2023

  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 returned some items over a year ago to Pandora and I still have not received my reimbursement. I have contacted the company for months and everyone, I have spoken to refer me to a second level tech support that aways claim that the money was returned to my ****** account. On 1 occasion, someone from the company contacted me and explained that he I've discovered the issue which seemed that a breakdown in communication has stopped me from being refunded. He also alleged that the system does showed a refund through ******, but that does also show under closer investigation to be an error. He started that I will receive a gift card from them with the amount of $283.08. Since, the claim was opened 4 months after the order original date. As of right now, my money is no where to be found and whenever I try to communicate with them I always get the same answer and/or the chat drops. I need help to get my money back.

  Business Response

  Date: 10/10/2023

  Hello, 
  
  
  Thank you for contacting Pandora Jewelry.
  
  We are very sorry for the delay in resolution. For future reference Pandora has a 30 day return policy. Final sale, promotional, or free items are not eligible for return. Due to the 6 month time lapse between when order PND14383576 was placed and when the return was completed, you are no longer eligible for a refund as the system will not process.
  
  I apologize for the misinformation you have been provided during this exchange. As a one time courtesy here is a Pandora gift card of equal value in the amount of $283.08 which is the amount of the order. This can be used online at ***************************, and in our US Pandora stores. 

  [Card information provided in a separate email]

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

   

• Initial Complaint

  Date:09/11/2023

  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.

  Returned another defective broken item promised to have refund in egiftcard nothing this has been going on since July 14th 2023. Getting the run around everytime I call they just escalate.

  Customer Answer

  Date: 09/11/2023

  No it's a different complaint 

  Customer Answer

  Date: 09/11/2023

  No it's a different complaint 

  Business Response

  Date: 09/19/2023

  Hello *****, 

  the funds for your return have been provided on the same gift  card (ending in 2247) which is associated with the other returns on the same order under Y100043133. 

  Please give us a call if you need the full card number and pin. 

  Regards, 

  Lauren

  Customer Answer

  Date: 09/21/2023

  The giftcard is from 2022 and has a 0 balance on there. I sent the charm back July 2023

  Business Response

  Date: 09/21/2023

  Hi ******, 

  As previously stated there is a balance of $63.60 on card ending in 2247 to cover the balance of the July 2023 return. Please look out for a follow-up email with the credentials for you to access this.

  Thank you,

  ******

  Customer Answer

  Date: 09/22/2023

  Thank you just saw email for giftcard 

  Customer Answer

  Date: 09/27/2023

  It's resolved 

• Initial Complaint

  Date:08/31/2023

  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 purchase a ring in April 2023 when I was on vacation from Pandora, a month later the stone fell out, I called there customer service sent them in copies of my receipt and the picture of the ring, the company emailed me a return label I shipped it back as per there request. The company received it on 7/24/23 I calle 2 weeks later the advise they received the item it should take 7-10 days before I get a new item. well to this day still nothing. I keep calling and it's always the answer I'm sorry we'll look into it. I they gave me a number for there customer experience ************ hr ****** I called at 2:15 it said they were closed. I called again yesterday and they said we are very busy now you can call back. I called back the orig customer service number ************ and the same store were sorry, now I they gave me a new case number ********, my orig case number is ******** I just want my ring or the money back. They said we are going to send you a email for 25% off a new purchase didn't get that email either. I am so very upset this company put a bad tase in my mouth that I don't want to shop with them anymore. Right now they have my ring and my money. No one can give me a answer but I'm sorry .

  Business Response

  Date: 09/13/2023

  Hello *********, 
  
  Thank you for contacting Pandora Jewelry.
  
  We apologize for the inconvenience. Your warranty return was shipped out to you with tracking number 1Z3R425V4265124927 on 7/26 it was left at a Pickup point at Advance Auto Parts 1183 N ************************************. it was there for a few weeks before it was sent back to us on 8/18. Our packages are only delivered once there is someone home to sign for it. I called you on 9/6 and left a voicemail so we could talk about this issue. We can offer to resend you the warranty replacement or a Gift Card with the retail value of $95. You will not be able to get a refund as your item is outside of the return policy period. You can respond to this email or give us a call at ************ with how you would like to proceed. We can also send you the discount code for 25% off your next online purchase once you respond. 
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  
  ****
  Customer Experience Department
  PANDORA Jewelry Americas