Jewelry Stores
Pandora Jewelry LLCThis 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.
- 84 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/24/2023
Type:Service or Repair IssuesStatus: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.
they are not honoring their warranty as stated in their T&C's, my charm/extender was under the 1 yr warranty, it broke, i went in to 'exchange' it for a replacement, they said that when I purchased it it was $40.00 it is now $45.00 and they made me pay the difference EVEN though it was during the warranty period. The manager just stood there and said nothing even after i asked the sales person why is it this way and she couldn't give me a straight answer. it's the principle of the matter now that i want my $4.15 credited back to my Pandora credit card. Thank youBusiness Response
Date: 01/26/2023
Hi Candace,
Thank you for contacting Pandora Jewelry. We have received your BBB inquiry and will be happy to assist. I have sent you an email from **********@pandora.net to get more information regarding your store experience. Please reply to that email and we will be happy to file a store complaint and see how to get this resolved for you.
Kind Regards,
Customer Service TeamCustomer Answer
Date: 02/16/2023
I am rejecting this response because:I've emailed the below to Pandora Customer Service three (3) times and they still claim I"m not providing anything, but I am. EACH time its the SAME information and they claim they never get it.
Business Response
Date: 03/09/2023
Hello Candance,
Thank you for contacting Pandora. We
really appreciate you sending a copy of your receipt. We issued the
e-gift card for $5.00 to your email on March 1st. Please let me know
if you did not receive it; we will happily resend it for you.
Thank you for choosing Pandora!
Kind Regards,
Customer Experience TeamCustomer Answer
Date: 03/10/2023
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:01/24/2023
Type:Product IssuesStatus: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
Initial Complaint
Date:01/17/2023
Type:Product IssuesStatus: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 charm on 11/28/2022 For a total of $51.89 Order number *********** On 11/30/2022 the item said it was shipped, but never shipped.
On 12/5/2022 the day my item was supposed to be delivered but had not actually shipped yet, the company canceled my order and gave me a PARTIAL refund of $44.52. The original purchase amount was $51.89. They were $7.37 cents short.
On 12/6/2022 I contacted customer support about the issue, They said the remainder of the refund would be given back in 7-10 days. It was not.
On 12/20/2022 I contacted customer support again, they concluded that they would manually issue the refund and that it would be credited in 7-10 days, AGAIN, it was not.
I attached the transcript of my conversation with support and they clearly state they will be issuing the refund twice and never did.
Also in the transcript, we established the item never shipped therefore I should not be responsible for any shipping charge.Business Response
Date: 02/20/2023
Good Morning,
I apologize for any delay and confusion. At this time the shipping charges have been refunded. Please allow 5-7 business days to see this reflected in your account.
Thank you,
Lauren
Customer Answer
Date: 02/21/2023
Complaint: ********
I am rejecting this response because: There was no confusion, it was clear that you were committing *****. I contacted you enough times to get it resolved and wss lied to every time.You forced me to go up to a pandora store and buy the charm at full price rather than the black Friday price i had originally purchased. I believe my order was canceled because you didn't want to honor that price.
You have caused me great inconvenience by forcing me to contact support many times, forced me to rebuy the item at a much higher price and made me have to contact a third party just to get the rest of my money back that you stole.
Sincerely,
**** *** *****Business Response
Date: 02/21/2023
Hello ****,
I am so sorry for the inconveniences. I understand this has been a very frustrating process but I can assure you the remainder of your refund is on the way. In addition I am sending a discount code that can be used for 25% off plus free shipping on a future online order. Please look out for that code in a separate email from **********************. You are a valued customer and we will work to ensure better experiences in the future.
Kind Regards,
Lauren
Customer Answer
Date: 02/24/2023
Complaint: ********
I am rejecting this response because: How is giving me a coupon to spend MORE MONEY some sort of deal? I already had to spend $60+ at the store in person with no discount because of your company canceling my online order. Why would I even order again online after my order got canceled and it took me contacting a third party just to get all of my money back?It's like you're saying, "sorry we got caught trying to steal your money, here's a coupon so you can spend more money."
Sincerely,
**** *** *****Initial Complaint
Date:01/17/2023
Type:Product IssuesStatus: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.
Went to one of their stores to buy some charms to put on my bracelet. I brought two charms that cost about $130.00, one was a dolphin and one was a palm tree. Then I decided I wanted to get another one that was an elephant that cost around another $55.00. About three to four months later or so, the bracelet came a part and lost several of my charms. I went back to the store to get them to repair/exchange the bracelet and see if they could replace the charms that I lost. I was told that I had to purchase another bracelet and they couldn't do nothing about me losing my charms. I told them that it was negligent on Pandora's part because they are the one who made the bracelet. They said if I wanted to replace the charms I had to pay for them. I told them that was not fair. If the end of the bracelet came apart that was not secure, that is not my fault. They told me that I could purchase the safety clips to put on the bracelet. They were kind of expensive just like the charms. I told them that I was not going to pay $55 and up for a clip when I already have clips on my bracelet. Those clips are not that big. They didn't replace my charms and now both of my bracelets is turning colors while some of my beads are coming apart on the ends. I am trying to be patient about the situation but it make me feel like I want to take it to another level. My bracelet shouldn't be turning different color when it has Pandora all over it. If I am not doing something right, please let me know. I hope we can get this issue resolved. Thanks in advance for your time.Business Response
Date: 01/30/2023
Hi *****,
Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would be happy to assist. We apologize that you are having trouble with your Pandora items. We have created 2 cases for youin which you can reference. Case ******* will be for your for your lost items and case ******* will be for your warranty claim. We have sent you emails regarding both of them please reply to the emails sent from ********************** once received and we will be happy to assist.
Kind Regards,
Customer Service Team
Customer Answer
Date: 02/06/2023
Complaint: ********
I am rejecting this response because: They are asking me to look for something that they should already have in their system. They told me that they are not responsible for my items turning colors and they were not going to do anything about it. I don't have a picture of the items if it fell off my bracelet. Can you just let me know if I can process to sue them because keep going back and forth when they already said what they were not responsible for anything when it is their product. It shouldn't matter if it is 1 yr., or 3 yrs,. they should still replace or clean the item because the product is a Pandora item. Thanks in advance.
Sincerely,
***** *******Business Response
Date: 03/09/2023
Hi *****,
Thank you for contacting Pandora. We are truly sorry to hear that
you have lost your charms. Pandora’s warranty does not cover lost or stolen
items but will be happy to provide you with a discount code. This code
may be used on our website ****************
25% off code
**************************
Once again, we sincerely apologize for any inconvenience this may
have caused.
Thank you for choosing Pandora!
Kind regards,
Customer Experience TeamInitial Complaint
Date:01/16/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pandora was running a promotion - purchase a ****** 100 year anniversary bracelet and ****** the Lucky Rabbit charm and get a charm box. The charm box had a listed value of $35 or $45 (can't recall). I did not receive the box with my order. When I communicated with Pandora (via their on website text), they said that they could not help because the box was sold out and would not be restocked. They said the box had been sold out within 24 hours, and yet, they continued to sell the set with box to customers knowing that the bonus box was sold out. They should have let me know up front that the box was sold out. I would like the box or the value of the box reimbursed to me. Purchase Order No. PND17112594 and PND ********.Business Response
Date: 02/20/2023
Hello,
We're so sorry you missed out on our recent promotion. This, as all of our promotions, are while supplies lasts. This information is provided with the promotion details. Once we run out of stock unfortunately we are no longer able to send the item. Order number PND17112594 was returned and has been refunded in full. For order PND17108924 as a one time courtesy I am happy to reimburse $35.00 for the missing box. Please allow 5-7 business days to see this reflected on your account.
Thank you,
******
Initial Complaint
Date:01/13/2023
Type:Delivery IssuesStatus: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 December 15,2022 I received an email about a FREE BRACELET OFFER. You had to spend at least $150.00 to receive the bracelet. On December 17, 2022 I placed an order for $155.82 (****** ************.
I never received the bracelet, I called Pandora and asked it and was told that they were out of them and they would either send me the item or give me credit for it! As of January 13, 2023 I haven't heard anything from Pandora! I called again today and was told that my order was not enough! I wasn't told this the first time I called. If I had known that Pandora was going to defraud me in this manner I wouldn't have placed any order!! PAYPAL TRANSACTION ID: *****************Business Response
Date: 02/27/2023
Hello,
I apologize for the confusion and misinformation provided to you. Looking at your order the bracelet was not added. Upon checking out you would have gotten a pop up for your size which you more than likely did not receive since the order did not qualify for the promotional item. The qualifying spend for this item was $150.00. This must be after any discounts and excludes taxes, fees, and the purchase of gift cards. Your sub total on this order is $144.00. The taxes brought the amount you actually paid to $154.77.
I understand on first contact the chat agent provided the wrong information and for that I apologize. Under these circumstances I am happy to honor a gift card in the amount of $65.00. This information will be sent to you in a separate email.
Thank you for shopping with Pandora!
Kind Regards,
******
Initial Complaint
Date:01/10/2023
Type:Product IssuesStatus: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 order PND16795338 on 12/19/22. At the time, there was a promotion available to get a free bracelet with a purchase of a certain amount. My order qualified for the promotion and I was able to add the free item to the cart, but there was an issue that prevented me from checking out online. I called **************** for assistance and was advised that this was a known issue. The agent was able to place the order on her end, but she had to remove the free item from the bag. At the time, I was not offered any alternatives for this inconvenience. Once the order was place, I asked the agent to escalate the issue (Escalation case: ********) because I wanted to make sure I would still receive the free item. I was told I would hear back from someone within 48 hours. After not receiving a response from Pandora Jewelry, I contacted them on 1/9/23 and was told that the escalation case had been closed and that there were no more free bracelets available. The agent then asked if I was ever offered a gift card for the value of the bracelet ($85) since free items are not typically sent out and a gift card is offered instead. I advised that no one ever made that offer or suggestion despite the known order issues on 12/19/22. I was then told that the only resolution available at that time was to offer me a $20 or $25 gift card. This is not acceptable. I want the company to honor the original promotion that was available to me at the time of my order, which is a bangle valued at $85 or a gift card that covers the cost and shipping of a comparable item.Business Response
Date: 02/20/2023
Hello,
Thank you for contacting Pandora Jewelry.
We are very sorry you have missed out on our December promotional item. After further review of your claim we show you would have qualified and are happy to honor your request of a gift card. This information has been sent in a separate email.Kind Regards,
******
Customer Experience Department
PANDORA Jewelry ********Initial Complaint
Date:01/10/2023
Type:Product IssuesStatus: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.
Buyer beware, Pandora Jewelry stole from a 10th year old. In July of this year my mother purchased my daughter a stitch bangle from Pandora for her birthday in August. In October she received a new stitch charm and we went to put it in it would not close. We took it into the store in which is was purchased and got horrible service. They claimed they fixed it because it was closed but then we opened it and could not get it closed again. I was told that there was nothing they could do and I would have to contact customer service. I contacted customer service on Nov 1 and was told they should have replaced it in store. He then stated he would send me a replacement item, all I had to do was return the damaged item. Almost a month goes buy and and I don't receive anything. I was told that my item was indeed received but they had to contact the original rep for them to get a tracking number emailed to me. A few weeks go buy and I receive nothing. I call once again and I'm informed but someone else that the item was shipped to the store and since I did not pick it up it was returned. I told her that I was not aware. She then stated that she could issue me and e-gift card. At first I refused because I didn't know if the item was still available. Once I checked I told her that was fine, and how long it would take to receive this, in which she stated 24-48hrs. And what happens...nothing! I call again and speak to someone else who stated that he did see my previous conversation and he apologized but the gift card was not done because I initially said no but he did see when I agreed to it. He said he would have the refund issued asap. And guess what! It's been a week and still no gift card. I had to call again and explain everything to a two and received a case #******** and was told I would receive my item in3-5 business days. 2 weeks later I haven't receive anything and I'm calling them back! Here we are 2 months later and I have not received anything. This is unacceptable!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 reviewed your case and would like to apologize it has taken such a long time to resolve.We do have good news; We did show in our system that your order was delivered on January 28th.Please see your *** tracking number 1Z3R425V4264260933. Please let us know if there is anything further, we can assist with. We have also attached below a 15% discount code below for a future online order for the inconvenience.
Coupon Code: US15Q4-IQTV-NILE-VX45-EPGR
Kind Regards,
Customer Experience TeamInitial Complaint
Date:01/09/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pandora Jewelry, **************** ****, Syracuse, NY. ******* ***** * ******* *** **, Syracuse, NY 13204. Transaction December 20, 2022. This store refuses to show any accountability for a wrong on their part. They sold my husband a bracelet that was not supposed to be sold (they said it was supposed to be a gift with purchase). They did not produce a receipt and show no record of the purchase. My husband was traveling, in a rush and believed the receipt was put in the bag but there was no receipt given. Yet this store charged our credit card. It shows the date, amount and place of purchase on our credit card statement. The store has no record of the purchase amount on that date. The problem is that the bracelet is too big. I wanted a size smaller, which the manager said they have in stock but can not exchange the size for me without a receipt which they failed to produce. I have our credit card statement for a purchase on that day but their system shows nothing. The managers Missy and Gina refuse to make any right according to the situation. They said I need to deal with customer service. Dealing with customer service was a challenge. They were refusing to do anything without a receipt. After persisting that was a fault on their end. They gave me a return label to return the bracelet and then they would give me a gift card for the amount spent. I don't want that. I just want to make an even exchange for the right size. It was a gift. I don't understand why it's so difficult to be accountable for a mistake made by their store. They said the employee that did the transaction was seasonal and is gone. Can Pandora make a charge on your credit card with no record in their system and zero accountability? How do they charge my card without any record of it on their end? All purchases are to be made through an email which my husband gave the sales attendant. I've spend a lot of time on numerous phone calls and emails back and forth between the store and customer service.Business Response
Date: 01/18/2023
Hi ******,
Thank you for contacting Pandora Jewelry. We have received your BBB inquiry and would like to formally apologize for the inconvenience of your item and service provided. Promo items are while supplies last and at participating locations. We have reached out to the store for further assistance as we do not have this item available. We will get back to you once we get more information from the store. Thank you for your patience.
Kind Regards,
Customer Experience TeamInitial Complaint
Date:01/09/2023
Type:Product IssuesStatus: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 charm online for my existing pandora bracelet after the passing of my grandmother in April 2016. It was Pandora ************************** Bracelet Charm ******. This charm was intended to be a locket and hold a small photo. I have contacted pandora numerous times to find out how the photo is inserted into the locket. I have never been able to get a clear answer. I most recently chatted with a representative who also was unable to assist me.Business Response
Date: 02/17/2023
Hi *******,
Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry. We see that you are inquiring about charm 791737CZ, the ***** wing charm. While this charm does open the heart was not created to hold a pictures. I do apologize for the inconvenience. Please let us know if there is any further assistance we can provide.
Kind Regards,
Customer Experience TeamCustomer Answer
Date: 02/21/2023
Complaint: 18935258
I am rejecting this response because: I was initially told that this charm was a locket meant to hold a photo. What would be the purpose of a locket that opens but doesn't hold a photo? Seems fraudulent.
Sincerely,
Diamond Land
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