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:03/08/2023

  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 name is ****** *******, and I purchased a bracelet on 02/23/2023. This item was $128.40, however this item is a defect! It was designed poorly! As the clasp of the bracelet opens on it owns. Therefore, the bracelet was lost. I wish I would have read the reviews on this item before I purchased it. I would like a refund but Pandora told me because I lost it!!! That’s not covered under warranty. I just don’t understand

  Business Response

  Date: 03/09/2023

  Hello ******,
  Thank you for contacting Pandora Jewelry. We received your
  BBB inquiry and will be happy to assist. We have sent you an email to request
  more information regarding your lost item. If you could kindly respond directly
  to the email from ********************** with the requested information, we will be happy to move forward.  
  
  Thank you for choosing Pandora!
  
  Kind Regards,
  Customer Experience Team

  Customer Answer

  Date: 03/10/2023

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

  This company emailed me and said genre was nothing that could be done, because the bracelet is no longer in my possession. If the bracelet was designed better , it would not be falling off my wrist in the first place 

  Business Response

  Date: 03/15/2023

  Good Morning ******,
  Thank you for contacting Pandora Jewelry. We are sorry to hear about your lost item. Please respond to the email sent to you from **********************. Once your information is provided, we will be happy to see how we can assist.
  Kind Regards,
  Customer Experience Team

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number *********** Was placed on 2/14/23 and said to be out for delivery on 2/17/23. The driver came to my home and claimed the package was not on the truck although the tracking showed otherwise. I filed a complaint with *** and opened and investigation. On Sunday I called pandora and informed them of this incident and they sent out a replacement. On Friday 2/24/23 I spoke with supervisor Michelle as the tracking for the replacement was showing “ returned to sender “. After trying to bribe me with a 10% off discount she advised me that a refund was processed for the order as the items were being returned and I would receive my money back within 5 days. On Sunday I called back because I did not receive any email in regards to the refund and was advised that it was never processed. Michelle was not in the office which led me to have to call in ANOTHER day and was still given the run around. Monday afternoon Michelle told me she’d be calling me back Tuesday afternoon with her supervisor in regards to the refund. I did NOT receive that call. It is now Wednesday 3/1/2023 and I am still getting the run around about my refund. The replacement order was never delivered to me and is still showing returned to sender. I am out of my money as well as the items I purchased.

  Business Response

  Date: 03/02/2023

  Hello, 

  Thank you for reaching out. 

  We apologize for the difficulties you have endured trying to receive your order. We've noticed this is a trend and appreciate you for your continued support of the brand. Due to the inconveniences we are happy to issue your refund but please note for future reference a *** claim must be filed, and the investigation must be completed in your favor to receive a refund or reshipment of your items. I am also happy to see we have many stores in your area so please feel free to visit us in person as well! Here is a link to our store locator if needed: ****************

  Thank you for shopping with Pandora Jewelry!

  Kind Regards, 

  Lauren

  Customer Answer

  Date: 03/03/2023

  
  
  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. A claim was in fact filed by me for this matter as well. Please refund thank you. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/17/2023

  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.

  Hi. I purchase a Pandora bracelet as a Christmas gift in November of 2022. The gift recipient of this bracelet just came in town last week because she wasn't able to come to town for Christmas. The bracelet is to small. I contacted a customer service representative to see if I can exchange the bracelet, I was told no. The representative didn't try to go " above and beyond" to try and contact a supervisor to find a resolution just " NO, our rerurn policy is thirty days" So, I have this bracelet that is too small and all of these 9 charms, that cost me up to $ 100 a piece , but no bracelet to put them on. I just want to exchange the bracelet. I can pay a difference if needed. Thank you!

  Business Response

  Date: 02/17/2023

  Hi ********,
  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would be happy to help. We have emailed you a warranty email from ***********************************. Please respond to that email with the requested information, and we will be happy to see how we can assist as a one-time courtesy.
  Kind Regards,
  Customer Experience Team

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the serramonte location to pick up an online order. The girl Jordan that helped me was so rude and inattentive. This is not the customer service you’d expect from pandora. She asked for my name and ID and walked away right after. She didn’t even check my identification and then proceeded to open my box of jewelry. I did not like that she was raising my jewelry up high so I asked her to lower it and then she had a weird look. Her nails are also long and square and I didn’t want that to scratch my jewelry, especially since I am very gentle with my jewelry I would hate if someone else ruined it with their clanky chunky nails. They pointed all over the place when she move her hands and she also knocked my jewelry over. So I was wondering why I was standing there for so long and I just kindly reminded her that I’d paid for them already. And she gave my an irritated look and said “yeah I just need a signature” while moving the jewelry further away from me, like I was going to walk out with it. Walk out with the jewelry I pre paid for? Pandora is this how you train your employees to customer service??

  Business Response

  Date: 02/28/2023

  Hi Linda,

  Thank you for contacting Pandora Jewelry. We have received your BBB inquiry and will be happy to help. We would like to apologize for the customer service provided in store. We have reached out to the District manager that is over this location to make sure this gets addressed. We strive in providing great customer service and will make sure the proper training is provided to make sure this does not happen again in the future.

  Please see below an online discount code for 15% off a future online order for the inconvenience of the service provided.

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

  Kind Regard,

  Customer Experience Team

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is denying my return because they have "proof" that I wore the item. They in fact do not have proof, the items are not worn, and their decision is most likely on the basis of race.

  Business Response

  Date: 02/17/2023

  Hi ****,
  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and will be happy to assist. We are sorry to hear the store refused your refund. We have reached out to the Customer manager that is over this location, and they are happy to report that you can take your items into the store for a refund. I am sorry for any inconvenience this has caused.Please let us know if you would need any further assistance.
  Kind Regards,
  April

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service 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 over 800.00 dollars worth of damaged goods i am currently on the phone with customer service they are not helping i do not want money back i want my items back a lot of them is gifts and sentimental its no way I am not walking away from that much damage property i have 2 bracelets and 16 charms and one ring this is unacceptable i do desk work I don’t be in any chemicals but soap and water i have all the items still for proof I also still have a bracelet,3 pair of earrings and a chain that fairly new but is okay so I am not looking for cash i love pandora they have turned so bad its not over 5 years old i believe the cleaner kit i got from you guys did it either way they should have not turned Thanks For Your Time

  Business Response

  Date: 02/17/2023

  Hi *****,
  Thank you for contacting Pandora Jewelry. We have received
  your BBB Inquiry, and we will be happy to see how we can assist. You should
  receive an email from **********************.
  Please reply to that email with the requested information and we will be happy
  to review your case.
  Kind Regards,
  Customer Experience Team

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am a long time customer and I have well over 700.00 to 800.00 dollars worth of tarnish products their products are not suppose to turn colors it's not like I want my money back I want my charms and bracelets but its no way I am going take their response that is way to much money and a lot of my charms are sentimental 
  
  
  
  Sincerely,
  
   
  
  ***** *****

  Business Response

  Date: 02/28/2023

  Hi *****,

  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would be happy to help. We have sent you an email  from **********************. Please respond directly with the information requested and we will be happy to help.

  Kind Regards,

  Customer Experience Team

• Initial Complaint

  Date:02/06/2023

  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.

  Date of transaction Dec 1 2022 Amount $81.57 Purchase charm never arrived. Tracking info says awaiting pick up from carrier. Attempted to contact customer service via email several times throughout December 2022/January 2023 to get a status update or more information on the delayed order. They never responded to any of my communications.Jan 28th called and requested refund. Was told that I will receive a email confirmation for the refund within 2 business days and refund within 5 business days. Have not received email confirmation nor refund. What can I do to get my money back? This company is horrible and should be investigated.

  Business Response

  Date: 02/15/2023

  Hello,

  We apologize for the delay and inconvenience of not receiving your refund. We have issued the refund within our system however you have filed a dispute with your credit card on this purchase causing a hold on the funds. At this time the chargeback has been approved and you will need to contact your bank for more information. 

  Kind Regards, 

  Lauren

• Initial Complaint

  Date:02/03/2023

  Type:Delivery 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.

  Ordered 1/27/23. Standard shipping is listed as DELIVERS in 2-4 buisness days. Today 2/1/23 the 3rd buisness day still with no tracking information I contacted a service rep for an update. Now all of a sudden it takes 3-6 days to process order first the 2-4 buisness days to ship. Yet what I read and what anybody can go on the website and read RIGHT now is STANDARD SHIPPING DELIVERSSS in 2-4 buisness days. They also have an example that if you want your order by valentines day you have to order hy 2/08 which in fact is ONLY 4 buisness days leaving no extra time for 3-6 days of processing. My friends birthday party where I planned on presenting her with the charms is on friday I left 5 buisness days to receive the order which was supposed to be MORE than enough. I told rep I need to cancel the order as it wont arrive in time and ill just attempt to go in store to find the charms and was told I can not even tho the charms have not even left their warehouse. I was directed to contact the carrier AFTER they ship and refuse the order. Who knows how long it would take me to get a refund and let alone now Im going to the party empty handed if I couldnt find rhe charms in person. This is completely unacceptable customer service especially for the amount these little pendants cost. Stop false advertising just to hold on to our money as long as you can!

  Business Response

  Date: 02/03/2023

  Hello, 

  We are very sorry for the delay in receiving your online order. Unfortunately sever weather conditions in ******, ** is causing production delays as this is where our distribution center is located. We are working diligently to get back on track to get the affected orders out as soon as possible. We apologize for any inconveniences this has caused you.

  Thank you for your patience, 

  ******

  Customer Answer

  Date: 02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: The excuse I was giving from your customer service representative was not severe weather it was processing alone takes 3-6 days now its severe weather. Sounds like Pandora.net just advertises what sounds good then comes up with whatever excuse they want to after. Had shipping estimates been properly labeled I could of made an informed decision on whether I had time to order online or I had to go in store, you did not give me that right, very disappointing!
  
  
  

  Business Response

  Date: 02/07/2023

  Hello, 
  
  I apologize for your disappointment and the misinformation provided to you by one of our agents. We will review our training regarding these unprecedented circumstances for better communication in the future. Unfortunately with the local carriers as well as our warehouse having to shutdown due to the sever weather conditions in ******,***** last week we were not able to get the orders to our customers in our normal timeframe. At this time your order has been shipped and delivered via *** tracking number ******************. If you are needing further assistance regarding this order please feel free to reach out to us directly at ************.

  Thank you for shopping with Pandora Jewelry.

  Regards, 

  ******

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

  
  

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online purchase and was given a free bracelet. The free bracelet is advertised to hold a value of a certain amount. Well I never opened the bracelet it was in its original packaging and I decided to give the bracelet and some additional charms as a gift. I noticed the ball that is used to close the bracelet was missing. After going into the store and calling over 5 times I was told there was nothing they could do for me because free items don't hold any value. Then one gentleman placed me on hold and offered to email me a 20 or 30% off coupon but I never received that either. Since this was taking place around Christmas hold times were too long to keep calling back. I am highly disappointed because I really like these gifts but Pandora has to have the same warranty for all their products. You should stand behind everything that you put out there. To say on your sight spend X amount of dollars for a bracelet that is a $85 dollar value and then when something is wrong with it you tell the customer find an independent jeweler to fix it for you because we can't do anything. My order number was PND14785839 order fulfilled on 5/6/2022. I bought this for my mother and had everything shipped to her except the free bracelet. I picked it ** in store at the Burlington, ** location inside the mall.

  Business Response

  Date: 01/31/2023

  Hello, 

  I apologize for the confusion, an update in our policies will be provided to all parties involved. 

  All Pandora items have a one year warranty covering manufacture defects. I have sent you a separate email to properly complete a warranty claim with us.

  Thank you for shopping with Pandora. 

  Kind Regards, 

  Lauren

• Initial Complaint

  Date:01/24/2023

  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 placed an order on 01/05 (Order #***********) and it was automatically canceled by Pandora after 3 days because it wasn't picked up within that time frame. However, as of today 01/24 the funds in my credit card have yet to be released by Pandora. I went to the store to get the issue resolved and they informed me that I have to contact customer service. (1855-922-2600) I have been trying to get in touch with the representative for days now to no avail. Nobody ever answers the phone at the Customer Service Center. I tried to file a dispute with my credit card, but that not possible either since the payment hasn't posted yet and its only a temporarily "hold" by Pandora. Disputes with credit card companies can only be filed after the transaction has posted. So, store cannot help me, credit card company cannot help me, Pandora customer service never answers the phone. What is this? Are they thieves? I need the funds in my credit card to be released ASAP. This is unacceptable and an abuse.

  Business Response

  Date: 01/31/2023

  Hello, 

  I'm sorry your order was cancelled and you do not see the refund. On our end your card was never charged which makes me believe what your seeing could be an authorization hold. These should roll off on their own after 3 days but if you are still seeing this hold you will need to contact your bank for further support. 

  Thank you,

  Lauren