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.

If you've experienced an issue

Submit a Complaint

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:08/25/2023
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.
Another in store issue, another bracelet broke out of warranty by 2 days took to store to see if an exception would be made they said no. It's the heart clasp snake chain bracelet size 7.9. I'm so over spending money on this jewelry for it to just break or fall off.
Customer Answer
Date: 08/25/2023
Another defective item
Customer Answer
Date: 08/29/2023
Another defective broken item from pandora
Customer Answer
Date: 08/30/2023
Copy of receipt
Customer Answer
Date: 08/30/2023
Sent copy of receipt
Business Response
Date: 09/07/2023
I have sent the customer an email requesting a picture of the bracelet and explained that she will also need to ship the item to us before we can place any orders for her. Once we receive the picture we will email her the return label.
Customer Answer
Date: 09/12/2023
Sending pictures of bracelet to receive a new one.
Initial Complaint
Date:08/14/2023
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 bought a bracelet and charms 8 months ago as Christmas gift for my 20-year-old daughter. It is stretched almost 2cm (almost an inch) and kept falling off her wrist. The charms are all tarnished lightly. I brought it to the store and asked for a replacement. The store manager in ******* California ****** refused to honor the 1 year warranty and told me the metal bracelet is stretched almost an inch due to excessive force. It is the most ridiculous explanation I have ever heard. How could anyone stretch a metal bracelet an inch, if not defect product to begin with. I would have asked for refund if there was not a beloved meaning behind the gift
Business Response
Date: 08/17/2023
We have reached out the consumer. Offered to replace the bracelet per warranty and offered to do a one-time courtesy for the charms she said are tarnished. case number *******
Initial Complaint
Date:08/14/2023
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.
On day 06/15/2023 I made a purchase on store nmero: ****** transaction: *****. I come back on 08/11/2023 to make a return on items that I got double from a gift. Employee told me that I cant return them because It passed a month on return policy. I talk to a manager name: ***** at location **************************************************************************. I explained the situation on my return items he said that he can do an exception for this one time return. ***** asked for my account ******************** information and when he looked to my account he said that he can not return it after he said he can do an exception. This is unprofessional coming from a manager to a customer. I would like to file a complaint against this location and their unprofessional staff by ***** and his racism treatment. I would need an apology from them and process my return. After that I would proceed on closing my account with ******************** after many years of customer service.
Business Response
Date: 08/25/2023
We apologized to the customer and explained that we have sent an email to the district manager of that store so that they can contact her regarding the issue and help process the return.
Customer Answer
Date: 08/27/2023

Complaint: 20460461

I am rejecting this response because: I have not been contact by Pandora store yet.

Sincerely,

**** ******** *****
Business Response
Date: 09/15/2023
We apologize for the delay in this process but we have escalated the situation to the District Manager of the store to help assist so that they can reach out to you and come up with a resolution.
Customer Answer
Date: 09/17/2023
I will need the call from management by Monday. That would be the ending day of answer approval from bbb. Last time Pandora net said that management will contact me but they never did. So Im still on a wait on what theyre resolution will be.
Business Response
Date: 10/17/2023
As we explained in the past in order to return items within the store to receive a full refund they have to be within 30 days of purchase and in unworn condition. The store originally was going to try to help assist with the return of one charm until it was explained that the return was for all items which is when they denied the return. We have offered to send the customer a check for all items as a one time courtesy once they have been returned and verified by us, this process can usually take ***** weeks.
Initial Complaint
Date:08/10/2023
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 bought a bracelet online and returned it via ***. It was received by Pandora July 21. Since I heard nothing from them after a week or so I contacted them via chat. I was told that the sale was a final sale. I informed them that it was NOT marked final sale, there was nothing on the website saying that and nothing in the order confirmation email I received. The customer service agent told me to wait a little longer. A week later I chatted the same agent who told me that it hadn't yet been long enough but he did see the return marked as refund in progress. I have copies of the chat transcripts. A day later I received an email stating that I was being given a gift card with no explanation of why I was not receiving the refund back to my original form of payment as expected. I replied to the email twice and was never contacted. I called and spoke to ****** and then ****** and they both kept reciting the same story that the bracelet was final sale and they were offering me the gift card as a "one time courtesy". I continued to explain that the website did not show anything about final sale nor did the order confirmation note that. I told them that before making the purchase I actually read their return policy because I was not sure the bracelet would fit and wanted to be sure I could return it. If the website had noted "final sale" I would NEVER have purchased it. ****** continued to apologize for the confusion (what confusion, this is fraud!) but insisted she could do nothing but offer me the gift card and a 20% discount. I told her that this was not acceptable as I never intend to purchase from this company again so the gift card and discount are useless. She said she would send in a request to "escalate it" and I should call back again after 72 hours. There was no indication of the bracelet being final sale. I am owed the full refund returned to the original form of payment.
Customer Answer
Date: 08/10/2023
These are transcripts of the 2 times I"ve chatted with *******, the Pandora customer service ****
Business Response
Date: 08/24/2023
Hi *****,

Thank you for reaching out with your concerns. I apologize for your disappointment. For clarity item number B801987, purchased in order PND18480733 on July 1st of 2023, was part of our October 2022 Holiday drop. This item has been inactive since the end of 2022, and therefore can be marked as last chance or final sale by location. Per Pandora's policy, last chance/ final sale items are not eligible for return, refund, nor exchange.

Please see more on our return policy here: ****************************************************************************

This item is marked final sale on our site, and is discounted on your order confirmation form. Full price for this set is $205.00, you paid $101.99. As we understand your circumstance, we have extended a one time courtesy Pandora gift card for the amount of the returned order since we are not able to issue a refund back to the original form of payment as well as a 20% off discount code for any inconveniences.

I hope this helps in your understanding.

Kind Regards,

Lauren
Customer Answer
Date: 08/26/2023

Complaint: 20446127

I am rejecting this response because your website did not have this item labeled as final sale. Yes, the item was discounted, but there was no indication that it was final sale. I never would have purchased it with the understanding that I would be unable to return it. Before my purchase I read your return policy and thoroughly checked for any language indicating final sale. There was nothing! Perhaps it was the company's intention to have it marked as final sale, but someone messed up because it definitely did not say that. Now I know to stay away from disreputable companies like Pandora, Lesson learned.

Sincerely,

***** *******
Business Response
Date: 09/18/2023
Hi *****,

Again I apologize for any misunderstanding however our offer still stands, we can only issue the gift card as a one time courtesy for your returned final sale item. Per Pandora's policy, last chance/ final sale items are not eligible for return, refund, nor exchange and was marked as such at the time of your purchase.

I'm so sorry for any inconveniences this has caused you.

Kind Regards,

******
Initial Complaint
Date:08/04/2023
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 the Pandora Reflexions Bracelet which came with a charm a nd i purchased 2 other Charms for the Bracelet. All 3 Charms have been lost the clasps do not hold. The clasps were always coming open. There is some type of defect with Charms. I called Pandora yesterday to no avail .
Business Response
Date: 08/17/2023
reached out to consumer via email and started a case, case number *******. Will offer to replace her bracelet if there is a defect with the bracelet. Unfortunately, our warranty doesn't cover lost items, but we can offer a 25% discount code for the inconvenience.
Customer Answer
Date: 08/17/2023

Complaint: 20421936

I am rejecting this response because: There isnt a defect with my Bracelet. The Charms to the Bracelet are the issue. 3 Charms is a lot to lose there has to be a defect with the Charms clasp

Sincerely,

******* ******
Business Response
Date: 08/18/2023
We apologized for the loss of her items, but our warranty doesn't cover lost items. We have issued a 25% discount code to the consumer and offered to replace her bracelet in which she sent her information that was needed to in order for it to be replaced with pictures as well.
Initial Complaint
Date:08/03/2023
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 have notre received a response to this email. Attached are pictures of the bracelet.

Hello Jacqueline,

Thank you for contacting Pandora Jewelry. I am so sorry to hear that your charms were still on bracelet when was sent it. Unfortunaley, the process is to remove any charms that aren't being replaced and I think in this case there was miscommunication. I'm gathering from your email response, your charms were suppose to be replaced as well from your order, is that correct?

The one time courtesy was placed for the bracelet only and not the charms and that is where the information left out your charms on the order replacing only the bracelet and not the charms.

The great news is now you have cleared that up we will be able to issue a e-gift card for the charms and you can expect to receive the gift card in 3-5 business day. Again, I'm so sorry about the miscommunication on your case but we always aim to make sure we do our best to resolve our customer's issues by gathering all the information and treating our customers as the jewels they are. I appreciate you so much for replying to the emails so we were able to assist in resolving your issue.

Jacqueline, I greatly appreciate you being a loyal Pandora Jewelry customer and will have issue resolved within the next 3-5 business days. If you have any other questions or concerns please feel free to reply to this email for assistance. Until then, I hope you have a great rest of your evening and will be speaking with you soon.

Thank you for choosing PANDORA!

Kind Regards,

Shametra
Customer Experience Department
PANDORA Jewelry Americas
Bureau Response
Date: 08/03/2023
Complaint Handler
Pandora Jewelry LLC

**** ****** ****** ** *** *
******** ** *****

Dear Complaint Handler:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/2/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

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: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Jacqueline ********

**** ****** * **
******** ** *****

Daytime Phone: ###-###-####
E-mail: *************************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:

I have notre received a response to this email. Attached are pictures of the bracelet.

Hello Jacqueline,

Thank you for contacting Pandora Jewelry. I am so sorry to hear that your charms were still on bracelet when was sent it. Unfortunaley, the process is to remove any charms that aren't being replaced and I think in this case there was miscommunication. I'm gathering from your email response, your charms were suppose to be replaced as well from your order, is that correct?

The one time courtesy was placed for the bracelet only and not the charms and that is where the information left out your charms on the order replacing only the bracelet and not the charms.

The great news is now you have cleared that up we will be able to issue a e-gift card for the charms and you can expect to receive the gift card in 3-5 business day. Again, I'm so sorry about the miscommunication on your case but we always aim to make sure we do our best to resolve our customer's issues by gathering all the information and treating our customers as the jewels they are. I appreciate you so much for replying to the emails so we were able to assist in resolving your issue.

Jacqueline, I greatly appreciate you being a loyal Pandora Jewelry customer and will have issue resolved within the next 3-5 business days. If you have any other questions or concerns please feel free to reply to this email for assistance. Until then, I hope you have a great rest of your evening and will be speaking with you soon.

Thank you for choosing PANDORA!

Kind Regards,

Shametra
Customer Experience Department
PANDORA Jewelry Americas

Desired Settlement:
Replacement

Bureau Response
Date: 08/03/2023
Jacqueline ********

**** ****** * **
******** *** *****

Dear Jacqueline ********:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/2/2023 against Pandora Jewelry LLC. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Business Response
Date: 08/03/2023
Hello Jacqueline,
Originally your claim was opened for a bracelet only. This is the reason for the previously provided gift card amount as that was the only item approved for return. At this time we have extended the one time courtesy offer to include the additional 4 items sent. Your gift card ending in 4901 now has a total amount of $148.14. Please note for future reference your one time courtesy is now dissolved and we will not be able to assist with any other out of policy occurrence's.
We appreciate your understanding and sincerely apologize for any misunderstandings or delays.
Thank you for shopping with Pandora Jewelry.
Kind Regards,
Lauren
Bureau Response
Date: 08/04/2023
Jacqueline ********

**** ****** * **
********** *****

Dear Jacqueline ********:

This message is in regard to your complaint submitted on 8/2/2023 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: 20###-###-####1

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

Hello Jacqueline,
Originally your claim was opened for a bracelet only. This is the reason for the previously provided gift card amount as that was the only item approved for return. At this time we have extended the one time courtesy offer to include the additional 4 items sent. Your gift card ending in **** now has a total amount of $148.14. Please note for future reference your one time courtesy is now dissolved and we will not be able to assist with any other out of policy occurrence's.
We appreciate your understanding and sincerely apologize for any misunderstandings or delays.
Thank you for shopping with Pandora Jewelry.
Kind Regards,
Lauren
Bureau Response
Date: 08/09/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Re: ID * ******** - Jacqueline ********

Dear Complaint Handler:

Thank you for your recent response to Jacqueline ********. 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: 08/09/2023
Jacqueline ********

**** ****** * **
******* ** ***** -

Re: ID * ********* Pandora Jewelry LLC

Dear Jacqueline ********,

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: ###-###-####
Customer Answer
Date: 08/09/2023
I’m sorry I missed your earlier message. I will accept the gift card. When will it be sent?
Bureau Response
Date: 08/10/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Dear Complaint Handler:

This message is in regard to a complaint submitted to the BBB about your business on 8/2/2023 by Jacqueline ********. This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

I’m sorry I missed your earlier message. I will accept the gift card. When will it be sent?
Bureau Response
Date: 08/22/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Dear Complaint Handler:

This message is in regard to a complaint submitted to the BBB about your business on 8/2/2023 by Jacqueline ********. This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

This is a reminder that you have not responded to the consumersadditional correspondence in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

I’m sorry I missed your earlier message. I will accept the gift card. When will it be sent?
Business Response
Date: 08/23/2023
Hello,
Your existing gift card ending in **** was updated on 8/3/2023 with the additional funds. I am sending you a follow-up email now with the full card information in the event you need it again.
Regards,
Lauren
Bureau Response
Date: 08/23/2023
Jacqueline ********

**** ****** * **
********** *****

Dear Jacqueline ********:

This message is in regard to your complaint submitted on 8/2/2023 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: 20###-###-####1

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

Hello,
Your existing gift card ending in **** was updated on 8/3/2023 with the additional funds. I am sending you a follow-up email now with the full card information in the event you need it again.
Regards,
Lauren
Bureau Response
Date: 08/28/2023
Complaint Handler
Pandora Jewelry LLC **** ****** ****** ** *** *
******** ** *****

Re: ID * ******** - Jacqueline ********

Dear Complaint Handler:

Thank you for your recent response to Jacqueline ********. 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: 08/28/2023
Jacqueline ********

**** ****** * **
******* ** *****

Re: ID * ********* Pandora Jewelry LLC

Dear Jacqueline ********,

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:08/03/2023
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.
Replacement of bracelet was sent with the incorrect size and the (60) pendant is now missing and they say they cannot replace it. This is a special 60th birthday gift and I do not expect to pay for this pendant that is now missing since this was a gift. They told me that they explained in the email not to send extra items but they didn't specifically say what items they were talking about and I also didn't understand what they meant. They need to be more specific when they say "extra items". So right now they are going to look for the returned bracelet that I sent and see if they find the pendant otherwise I expect them to replace it even though they say they won't. This is not fair to me since this was a birthday gift to me. I expect this to be resolved.
Business Response
Date: 08/03/2023
We replaced the bracelet for the correct size as spoken upon yesterday and for the extra item the customer sent we will try to pull the package if it is still in the warehouse to send it back to her.
Business Response
Date: 08/03/2023
We were able to pull the package and we have shipped the charm back to the customer through ***. We have emailed the customer separately with the tracking number and some elaboration for future references so that this does not occur again.
Customer Answer
Date: 08/03/2023

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:07/31/2023
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.
This is the second BBB complaint I have filed against your company for faulty jewelry that I have purchased. I have also spoken with your online chat representatives who said they would escalate the matter I have had with jewelry breaking for no reason within 6 months of having it and told at the stores that I can't trade it for another. I have also spoken with the representative about several bracelets (2) that have opened on their own and fallen off my wrist for not apparent reasoning. For your merchandise to cost so much I am expecting longevity in the wearing of my purchases of which I worked hard to treat myself to for special occassions. For example one 6 months ago one of my birthday bracelets mysteriously fell off my arm either in an airport or **** transport. It was full of charms that reflected my birthday and things that represent my personality and age Milestone (50th birthday), the (***) sign, the ** with a ruby in it, another charm with a ruby in it, the British Lion, the hulk, the headphones, music symbol ball, the metalic RED HEART, and so many others. You can easily check my online account and confirm each of these purchases of exactly what I am speaking of. I am heart broken!! I love my pandora purchases because it reflects the things that I can do for myself and took my mind away from other depressing things like smoking. My rings have also broken for no reason or missing stones in them. I have one ring that broke in a small plastic back if you would like pictures I will be more than happy to show them to you. I need to hear from someone immediately regarding this matter.
Customer Answer
Date: 07/31/2023
I have 11 more receipts to show as clarification of my dispute and complaint. Please let me know how to send the rest.
Thank you,
****** ******-*******
**********
Customer Answer
Date: 07/31/2023
I have 6 more to provide.
Customer Answer
Date: 07/31/2023
There are 15 receipts in total to confirm my dispute and complaint. I recently replaced the *** symbol and another charm that was on the bracelet that mysteriously unclasped and fell off my risk.
Customer Answer
Date: 07/31/2023
all 15 receipts submitted and uploaded.
Business Response
Date: 08/03/2023
We have emailed the customer to provide some information on which items needed replacing as well as explained that only items under the year of warranty can be replaced. If there are items outside the year we can offer to replace 3 items as a one-time courtesy. Once she responds to the email our customer service department sent her we can assist with the replacements.
Customer Answer
Date: 08/03/2023

Complaint: 20399141

I am rejecting this response because: it is not clear to me of what they mean by 3 items I have well over 5 items including charms, my birthday bracelet and a broken ring that I have disputed. That bracelet meant the world to me! I provided you with receipts and will send pictures when I get off work but say "3 items" what does that mean? Does that mean you're only gonna replace my bracelet (size 20 I believe) and only 2 charms and that's it? I traveled and purchased several charms from different states because I am a loyal customer or was a loyal customer until now.

Sincerely,

****** *******
Business Response
Date: 09/15/2023
We explained to the customer that we could only replace up to 3 items as a one-time courtesy since they are lost and with Pandora's policy we do not cover lost items. We have placed an order already for the three items which included the bracelet and two charms.
Customer Answer
Date: 09/17/2023
The jewelry that the company sent (e.g, bracelet and two charms) did not cover the $1k I spent. There are many customers who have gone through the same heartbreak ?? and still continue to experience faulty bracelets with fault clasps that just pop open for no reason. I thank Pandora for replacing an extra small portion of the what i spent.
Customer Answer
Date: 09/18/2023
I have 2 other bracelet that keeps falling off my arm due to the clasp. Can I mail them to you and you replace them?
Business Response
Date: 09/18/2023
We have sent an email to the customer so that she can reply with the information needed to see if we can approve a replacement for both.
Initial Complaint
Date:07/24/2023
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 tried to reach Pandora several times and I was unsuccessful. I finally received a response several weeks later. I let them know the issue that I had which was that I visited the Pandora in Rio De Janiero. I purchased a charm for what I was told was 127 Real. When I checked my credit card account, I saw that I was charged $127 USD. I tried to contact Pandora about this and I was told that that is the correct amount. I explained to them that the seller there told me otherwise. I was trying to dispute the charge.

Then, they offered to provide me 10% coupon for shopping online. I never shop Pandora online. I always visit the store. And if I show you all the charms that I have, you will see that none of them are over $75. I would never spend that much for a charm willingly!

I asked if they could apply the coupon to the purchase and they said no. They have not been willing to work with me given the incorrect information I was provided.
Bureau Response
Date: 07/31/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
********* ** *****

Dear Complaint Handler:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/21/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Samita ****** We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.



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: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Samita *****

, ** *****

Daytime Phone: ###-###-####
E-mail: ******************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:

I tried to reach Pandora several times and I was unsuccessful. I finally received a response several weeks later. I let them know the issue that I had which was that I visited the Pandora in Rio De Janiero. I purchased a charm for what I was told was 127 Real. When I checked my credit card account, I saw that I was charged $127 USD. I tried to contact Pandora about this and I was told that that is the correct amount. I explained to them that the seller there told me otherwise. I was trying to dispute the charge.

Then, they offered to provide me 10% coupon for shopping online. I never shop Pandora online. I always visit the store. And if I show you all the charms that I have, you will see that none of them are over $75. I would never spend that much for a charm willingly!

I asked if they could apply the coupon to the purchase and they said no. They have not been willing to work with me given the incorrect information I was provided.

Desired Settlement:
Refund

Additional Comments from Consumer:

I did not receive a receipt but attached shows that I was charged to my card.
Business Response
Date: 08/03/2023
We have emailed the customer requesting a receipt in order to proceed with offering a return onto a gift card as a one time courtesy. We have also offered the customer a 25% off discount with free shipping that she can use online for the inconvenience.
Bureau Response
Date: 08/03/2023
Samita *****

,** *****

Dear Samita *****:

This message is in regard to your complaint submitted on 7/21/2023 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: 20###-###-####0

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

We have emailed the customer requesting a receipt in order to proceed with offering a return onto a gift card as a one time courtesy. We have also offered the customer a 25% off discount with free shipping that she can use online for the inconvenience.
Customer Answer
Date: 08/04/2023

Complaint: ********

I am rejecting this response because: I have asked numerous times if they can only acknowledge a coupon, then it be used on this item. I have repeatedly advised that I was provided with the incorrect information when I was purchasing the item. If they cannot provide me a refund, it would be kind of them to provide me with the difference of the discount they are providing. You are talking about maybe $20. I'm not sure why Pandora is making a big deal over $20! You have such expensive jewelry and high business! Would $20 really affect this company? Is it really worth going back and forth with a loyal customer for?

Sincerely,

Samita *****
Bureau Response
Date: 08/04/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Dear Complaint Handler:

This message is in regard to a complaint submitted to the BBB about your business on 7/21/2023 by Samita ****** This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

Complaint: ********

I am rejecting this response because: I have asked numerous times if they can only acknowledge a coupon, then it be used on this item. I have repeatedly advised that I was provided with the incorrect information when I was purchasing the item. If they cannot provide me a refund, it would be kind of them to provide me with the difference of the discount they are providing. You are talking about maybe $20. I'm not sure why Pandora is making a big deal over $20! You have such expensive jewelry and high business! Would $20 really affect this company? Is it really worth going back and forth with a loyal customer for?

Sincerely,

Samita *****
Bureau Response
Date: 08/04/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Dear Complaint Handler:

This message is in regard to a complaint submitted to the BBB about your business on 7/21/2023 by Samita ****** This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

Complaint: ********

I am rejecting this response because: I have asked numerous times if they can only acknowledge a coupon, then it be used on this item. I have repeatedly advised that I was provided with the incorrect information when I was purchasing the item. If they cannot provide me a refund, it would be kind of them to provide me with the difference of the discount they are providing. You are talking about maybe $20. I'm not sure why Pandora is making a big deal over $20! You have such expensive jewelry and high business! Would $20 really affect this company? Is it really worth going back and forth with a loyal customer for?

Sincerely,

Samita *****
Bureau Response
Date: 08/09/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Dear Complaint Handler:

This message is in regard to a complaint submitted to the BBB about your business on 7/21/2023 by Samita ****** This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

This is a reminder that you have not responded to the consumersadditional correspondence in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

Complaint: ********

I am rejecting this response because: I have asked numerous times if they can only acknowledge a coupon, then it be used on this item. I have repeatedly advised that I was provided with the incorrect information when I was purchasing the item. If they cannot provide me a refund, it would be kind of them to provide me with the difference of the discount they are providing. You are talking about maybe $20. I'm not sure why Pandora is making a big deal over $20! You have such expensive jewelry and high business! Would $20 really affect this company? Is it really worth going back and forth with a loyal customer for?

Sincerely,

Samita *****
Bureau Response
Date: 08/22/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Dear Complaint Handler:

This message is in regard to a complaint submitted to the BBB about your business on 7/21/2023 by Samita ****** This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

Complaint: ********

I am rejecting this response because: I have asked numerous times if they can only acknowledge a coupon, then it be used on this item. I have repeatedly advised that I was provided with the incorrect information when I was purchasing the item. If they cannot provide me a refund, it would be kind of them to provide me with the difference of the discount they are providing. You are talking about maybe $20. I'm not sure why Pandora is making a big deal over $20! You have such expensive jewelry and high business! Would $20 really affect this company? Is it really worth going back and forth with a loyal customer for?

Sincerely,

Samita *****
Business Response
Date: 08/22/2023
We have asked the customer several times to provide a receipt from the purchase to confirm which item was purchased in order to assure accuracy. The customer does not have the receipt but we have explained to the customer the only way we can proceed with the claim is to have proof of purchase. We offered to give the customer a refund as a one-time courtesy onto a gift card but again we need the receipt to move forward so we offered a 20% discount code that she does not want.
Bureau Response
Date: 08/23/2023
Samita *****

,** *****

Dear Samita *****:

This message is in regard to your complaint submitted on 7/21/2023 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: 20###-###-####0

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

We have asked the customer several times to provide a receipt from the purchase to confirm which item was purchased in order to assure accuracy. The customer does not have the receipt but we have explained to the customer the only way we can proceed with the claim is to have proof of purchase. We offered to give the customer a refund as a one-time courtesy onto a gift card but again we need the receipt to move forward so we offered a 20% discount code that she does not want.
Bureau Response
Date: 08/28/2023
Complaint Handler
Pandora Jewelry LLC
**** ****** ****** ** *** *
******** ** *****

Re: ID * ******** - Samita *****

Dear Complaint Handler:

Thank you for your recent response to Samita ****** 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: 08/28/2023
Samita *****

** *****

Re: ID * ********- Pandora Jewelry LLC

Dear Samita *****,

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:07/07/2023
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 placed 3 separate orders with Pandora due to sizing issues. They do not have an exchange policy, so I was forced to return and repurchase until the sizing was correct. After receiving the correct size, it was poor quality and broke within 2 weeks. At that point, I decided to return every item due to quality issues. They sent me a label, and I returned everything that I had purchased. As of today, they have only issued refunds for 2 rings, the bracelet, and the earrings. I am still missing a refund amount of $120.38 for 1 ring. I spoke with customer service and provided all details, at which point they told me it was an issue with my financial institution and they refunded everything. This cannot be true, as the emails show the difference of the ring that they failed to refund back.
Business Response
Date: 07/18/2023
Hello *****,
I apologize for the inconveniences of your online orders. At this time I can confirm all three orders (PND17903943, PND18017867, and PND18068443) have been refunded in full.
If there are any further discrepancies please contact your bank associated with card ending in 9994 for further assistance.
Thank you for shopping with Pandora Jewelry.
Kind Regards,
Lauren

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