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 has 115 locations, listed below.

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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:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase bracelet April 2023 try to return per their company policy two days later was refused as company stated not a corporate store. ********************* was told to mail the bracelet back and they provided label which I did and have all documentation its been two months waiting for full refund and I was never refunded and never heard back from the company provided you documentation of return. Horrible experience with this company all the way around as I see many others had similar issues with pandora on many different websites. Please resolve. Thank you.

  Business Response

  Date: 06/23/2023

  We have reached out to the customer letting her know the refund check had been delayed but accounting received her information to move forward with the  refund check. 

• Initial Complaint

  Date:06/23/2023

  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.

  My husband purchased three charms on Mothers Day at the Pandora in **************. The receipt was printed on Macys receipt paper which indicates that jewelry can returned in 60 days. There is apparently another part of the receipt where it stated a return policy of 30 days for Pandora, but since I initially saw the policy listed on the back of the receipt, it did not occur to me to check for a separate return police. I went to return the charms today, which was 37 days after the purchase. Because it had been seven days beyond the return policy, they would not accept the return. However, I was going based on the 60 days that was noted on the printed receipt. I called the customer service line, and they said that they can do a one time exception by just giving me a store credit but not including money we spent paying sales tax. I want a full refund based on the return policy that was printed on the receipt that we were given in the Macys store. For future receipts in that location, they should not be printed on Macys receipt paper to avoid this confusion.

  Customer Answer

  Date: 06/24/2023

  See above receipt.

  Business Response

  Date: 06/27/2023

  We apologized to the customer and offered to send her an e-gift card which will include the taxes on there for the return of her items. We also explained how Pandora and ****** are separate companies so we do carry different policies. 

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20223254
  
  I am rejecting this response because:

  The full return policy as indicated in the receipt that I was given should be honored. The offer made by Pandora was for a gift receipt for the price of the jewelry that did not include the tax. 
  A store credit should include the tax and I should also be offered a full refund.

  You explained that Pandora and ****** are separate, which I am do not argue with. However, at the time of the purchase, ****** return stickers were placed on the Pandora boxes and the receipt was printed on a ***** receipt listing the Macys return policy. The confusion is the fault of the Pandora store using this receipt paper, not the customer. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/06/2023

  We offered a gift card to the customer but since she wants her full refund, we have emailed the store where the items were purchased to receive help with that process and we reached out to the customer explaining the following steps we are going to take. We have asked that they contact the customer in order to come up with a resolution since on our end we can only offer to send a gift card for her items. 

• Initial Complaint

  Date:06/14/2023

  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.

  Very rude manager/senior sales.I bought my girlfriend a chain and charm online for her birthday and picked it up in this store last week. The chain was too long and so we went to change it for a smaller one. The lady (*****) who served us was very friendly but didnt know what to do so she asked senior staff to help. The senior staff member then refused to issue a refund and said it cant be done and was very blunt/sharp when doing so. I showed her on the Pandora website where it says to come into store and applicable refunds will be processed and she simply refused. Made my girlfriend very uncomfortable and all in all made the experience unpleasant. Will be filing an official complaint

  Business Response

  Date: 06/28/2023

  We have reached out to the customer to receive more information on the store in order to file a store complaint and to receive assistance with his exchange in-store. 

• Initial Complaint

  Date:06/02/2023

  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 bracelets and charms to pandora may 6th and they received it may 10th.was bought on april 18. said it could take 10 to 15 days for refund. have heard nothing. it was 370 dollars and odd change. just want the refund.

  Customer Answer

  Date: 06/02/2023

  THE PANDORA ORDER NUMBER IS ***********

  Business Response

  Date: 06/06/2023

  Hi,
  
  We are pleased to inform that your refund was issued today 06/06/2023. Please allow 7 to 10 business days from today’s date to see the funds back into the original account of payment.
  
  Thank you for shopping with us!
  
  Regards, 

  Lauren

  Customer Answer

  Date: 06/06/2023

  
  
  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,
  
  
  
  Joann ********

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Mothers Day gift for myself and daughter was purchased. The amount that was paid was a significant amount to pay but it was worth it since it was for a mother and daughter. A free/promotional bracelet was offered if you spent a certain amount. The ONLY reason the purchase made was so high was because of this offer. This was the reason for the matching bracelets. There was only going to be one bracelet purchased with charms. But due to the offer, the gift became even more special! I called customer service only to speak with a rude representative! Who kept telling me Im sorry for the inconvenience. There is nothing else I can do. So she reached out the her supervisor (who did not even get on the phone) and stated they can only do 15% off the order. FIFTEEN PERCENT!!!! And need I mention I was on hold for 23 minutes without so much of word from anyone! This is a disgrace to a business!! An American veteran sends a special gift to his wife and daughter and the best they can do is 15%!!! I cannot believe this! This is no way to conduct business! I am only asking for an exchange and something my daughter can wear and to enjoy the beautiful charms that go on the bracelet. Showing her love for her mother, just as I am able to show mine with my bracelet. I just want an exchange. That is all. But no one has helped me. NO ONE!!! Please read this and understand why I am so upset! I even told the representative on the phone I was making a complaint and she just ignored me and kept offering the 15%!! Like she didnt even care!!! PleaseI just want a bracelet for my daughter!

  Customer Answer

  Date: 05/19/2023

  This is a receipt for the full purchase. Everything I ordered is on here. 

  Customer Answer

  Date: 05/19/2023

  I purchased multiple items as shown here. The bracelet is on the receipt. Again, all Im asking is for a bracelet for my daughter. 

  Business Response

  Date: 05/22/2023

  Hello *****,
  Hello *****,
  
  I am so sorry for your experience with our most recent promotion. All Pandora promotions are while supplies last at participating locations with no substitutions, as stated on the promotional disclaimer. Unfortunately we no longer have stock of this bracelet in any size to switch the bracelet you've selected for a different size. I understand your frustration and we have compensated your current order with 15% off ($87.37). This does cover the cost of the free item ($85). In addition to this, I am happy to send a discount code that can be used on a future online order. Please look out for a follow up email from *********************************** with more information regarding your 20% off discount code.
  
  
  Again we apologize for any disruption this has caused you and your family and we will use your feedback toward continuing to improve the Pandora shopping experience.
  
  
  Kind Regards,
  
  
  Lauren

• Initial Complaint

  Date:04/06/2023

  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 returned an order and since the items were sent to me from different locations, I returned to 2 different locations. I received my first refund of 73.49 a day after Pandora processed the refund. The second refund of 112.69 was processed supposedly by Pandora but hasn’t reached my account. I was told it takes 3-5 days then 3 days then 3-7 days. So once it reaches the 7th day, Am I going to be told it takes up to 10 days? The first refund was processed correctly but the second wasn’t. Since it was 2 different places that issued refunds then the 2nd doesn’t know how to refund properly to paypal. I was told by one supervisor that I would get a paypal gift card. Gift card? Since when. It was charged through paypal credit. Seems as if some don’t know what they are doing and why do I get different answers? I would like my refund since I returned the items on time. Very disappointed

  Business Response

  Date: 04/19/2023

  Hello, 

  We apologize for any inconveniences. We have confirmed with PayPal and the customer, the refund has been processed as of 04/13/2023. This customer has also been provided a $25.00 Pandora gift card for the delay in service. 

  Thank you,

  Lauren

  Customer Answer

  Date: 04/19/2023

  
  
  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,
  
  
  
  Lisa **********

• Initial Complaint

  Date:04/03/2023

  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 bought a bracelet with a year warranty and multiple stones have fallen out. I've reached out to the company and the company has refused to repair it and won't get back to me regarding a replacement. The coral square location in coral springs florida has blown off multiple attempts by me to work towards a resolution and told me I need to essentially drive to all local stores to try and find the product in stock to be swapped.

  Business Response

  Date: 04/19/2023

  We have reached out to via email from ********************** to Michelle and will offer to help with a warranty replacement. 

• Initial Complaint

  Date:04/03/2023

  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 placed an order but I received the wrong bracelet, I contacted customer service but was told since it’s a last chance item it cannot get a refund or exchange. I explained to them maybe the bracelet was in the wrong place because the bracelet is a lot smaller than my others, a significant size difference I explained I can send the other back but Was told no.

  Business Response

  Date: 04/03/2023

  Hello, 

  Last chance items are final sale. This means they are not eligible for refund or exchange as stated on your receipt.  As a one time courtesy I am happy to issue a size exchange through the mail for you. Please look out for an email from [email protected] with more details on this process.

  Thank you,

  Lauren

• Initial Complaint

  Date:03/30/2023

  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.

  I purchased a ring from one of their stores in ******** 2/11/23.On 2/21/23 I had to get in touch because a stone had fallen out of the ring over the weekend.They said if I returned the ring they would send a replacement. I had to call back a few days later because they had not sent a return label. I then returned the ring within a day or so. The following week Thursday 3/3/23 I received the replacement. I had to contact Pandora again on 3/27/23 because over the weekend the stone fell out of the replacement ring.I called and was told they could offer me a replacement or a credit to purchase something else. I explained that I was not happy and that I wanted a refund. They told me because it was over the 30 day warranty that they could not offer a refund. I explained I was not happy so they referred it to a manager. I received notice today that I could not have a refund.I am upset because in the space of 45 days 4 of the days which were weekend then there was 3 more days that a return receipt was sent, then the amount of time it took for me to receive the replacement to the second ring being defective was a joke. I have lost faith in pandora products and given the situation of both items being defective in a space of 45 days I do not wish to purchase another item from Pandora.I believe that this is not the way a person should be treated when both the items sent have been bad.

  Business Response

  Date: 04/24/2023

  We were able to satisfy the customer as she accepted the gift card in return for her items. 

• Initial Complaint

  Date:03/30/2023

  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.

  I made two purchases and paid with Klarna, one was in Utah (***** **** *** ** ***** ****** ********) on January 9 with Klarna’s order reference* ********** and the other one in Las Vegas **** * ***** ******* **** ***** ***** on January 19 with Klarna’s order reference: ********** On January 30 I returned both purchases in Utah *** * *** * ***** **** **** **** ***** and I asked to the manager if they needed to submit a notification to Klarna letting them know that I (as customer) returned the items, they said no, and that the refund goes to my card (the same one that I had link to Klarna) and since it was the same there was no problem. They refunded me the amount that I already paid through Klarna, I submit the notification in Klarna’s app about my return in store so the stop charging me for the rest of my amount, and even when they asked me and I sent the ticket of my return, they start charging me for the rest of the amount. I called to their customer services, and there they told me that Pandora supposed to let Klarna know that their customer returned the items so they can refund and stop the charging, they didn’t helped me at all. When I told Pandora customers services about it, they said that it wasn’t true and denied several times. In my last call with them, the manager from Pandora in store customer service told me that when I returned the items, the sales person or the manager supposed to let Klarna know about my return so Klarna could refund me and stop charging to my account. They neither helped me and bout companies keep washing their hands. Right now, Klarna made two more charges to my bank account, taking $50 of something that I did returned months ago

  Business Response

  Date: 03/30/2023

  Good
  Morning Nicola,
  Thank
  you for contacting Pandora Jewelry. We have received your BBB inquiry and would
  like to apologize for the inconvenience of your item. Pandora Warranty states
  items in unused or original condition can be returned within 30 days of
  purchase. Your item is outside the warranty time frame and is not in new
  condition. We have requested an e-gift card for the value of your item and once
  we receive your damaged item back, we will be happy to supply that for you. We
  have also issued you a 15% discount code for the inconvenience. Again, I
  apologize we cannot issue you the refund but hope the e-gift card and discount
  will assist in a new purchase.
  Kind
  Regards,
  Customer
  Experience Team

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I’m sorry, but you don’t even got my name right and I don’t think you really read my complain, it’s not about the item which I returned in time and in conditions, it is about the fact that Pandora didn’t do the right thing with klarna about my return. I do recognize that pretty much all the time Pandora had an excellent customer service and I had a good experience with almost every one who take my calls or messages
  
  Sincerely,
  
  
  
  Priscila ******

  Business Response

  Date: 04/19/2023

  We have sent a store complaint to the store in regards to the situation so that they can help assist and reach out to the customer about the refund.