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

  630 Old Country Rd Garden City, NY 11530-3467

• 

  Pandora Jewelry LLC

  960 Willis Ave Albertson, NY 11507-1954

• 

  Pandora Jewelry LLC

  9015 Queens Blvd. Queens Center Mall Elmhurst, NY 11373

• 

  Pandora Jewelry LLC

  2000 Route 38 Cherry Hill Mall Cherry Hill, NJ 08002-2100

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:01/06/2023

  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.

  Pandora bracelet and 1 charm purchased online as a gift on 11/8/2022. On 1/6/2023, went to the store because the bracelet was not staying closed. I was informed this was a malfunction with the manufacture and they could not help me. I conducted an online chat and was informed they could only send me an e-gift card and there was nothing more they could help me with. I asked why I could not return/exchange to the store I was told I could not because the merchandise was purchased online. This is not my first bad experience with this company and their product. I do not want a e-gift card I want my original method of payment refunded. There is a bracelet and 5 charms that need to be reimbursed. The customer service of this company is extremely unsatisfactory.

  Business Response

  Date: 01/31/2023

  Hello, 

  I apologize for your poor experience. Which Pandora location did you visit? Please provide the receipts or your online order number to see how we can further assist you.

  Thank you,

  Lauren 

• Initial Complaint

  Date:01/05/2023

  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 reached out to Pandora on 12/20/22 and described how my bracelet and charms were tarnished although the store swore by these white Pandora bags to keep their jewelry in. It did not and does not work. **************** responded that they would replace the bracelet and two charms.I responded I was not interested in any more Pandora jewelry due to tarnishing and asked for a refund of at least 70%of what was paid. I am completely disappointed that my family bought into the Pandora jewelry rhetoric. They spent over $1,000 on my jewelry only to have it tarnish, the Pandora retail stores have tried to clean a number of times and it DOES NOT work. It is unacceptable that as large as this company is the jewelry tarnished so badly. I was asked to send in pictures and I did but they are NOT willing to provide any type of refund. This jewelry is horrible and to not warranty their product beyond a year is unbelievable. I responded to the email they sent and ***** in customer service advised they could not provide a refund. I feel as though due to such a terrible product, I should be entitled to some sort of refund, period. I have plenty of other jewelry that does not tarnish at all but yet this jewelry does the only one that looks terrible.The company is ripping hard working people off and that is not acceptable. I respectfully ask again for a refund.

  Business Response

  Date: 01/12/2023

  Hi ******,
  We want to apologize that you are not happy with our products. We appreciate that you have been a loyal Pandora customer. Unfortunately, we do not cover tarnished items under our warranty, and our refund policy states that items have to be in unused original condition and returned within ******************************** the pictures you sent if you can provide proof of purchase within the last year we can look into a refund as a one time courtesy. If you aren't able to provide receipts as a one time courtesy we can look into a issuing a Gift card option for 6 of your items in the picture as well as replacing 4 the bracelet and 3 charms which was originally offered to you.
  Kind Regards,
  Customer Experience Team

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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 purchased items online from Pandora; however, I returned two items from the online order to the local return store on 12/3. On the day of the return, December 3rd, I spent an hour in the store explaining to the representative their return policy and process. The representative finally processed my return; however, I have yet to receive credit for the returned items. I have contacted Pandora corporate via phone calls, emails, and online chats at least 50 times since about a week after the return without resolution. The last email correspondence was on 12/21 after which I was advised about contact/resolution within 1-3 business days. I emailed them again on 12/29 since I never received a response and I still haven't gotten a response. I haven't revisited the store because of my personal life and work schedule; however, I have called the store at least 50 times and they NEVER answer the phone. I even noted this to the online chat, email and phone representatives. I have exhausted so much time in trying to resolve this issue that it is beyond ridiculous. I have returned the items and met all of their return expectations. I just want my refund. I have attached a copy of the in-store receipt I was provided when I returned the items to the store on 12/3 and the recent email correspondences. I regret that I'm unable to provide you with the chat transcriptions and the call log history since most of the calls were made from my work phone.

  Business Response

  Date: 02/02/2023

  Good Morning ****,

  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would be happy to assist. We have filed a store complaint and are waiting to hear from the store regarding your refund. We are sorry for the inconvenience you have endured waiting on your refund. We would also like to provide for you a 20% discount you can use toward a future online order. You will receive that in a email from **********************. We thank you for your patience.

  Kind Regards,

  Customer Experience Team

   

  Customer Answer

  Date: 02/06/2023

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

  The method for which the store used to process the return WAS NOT correct.  I've explained to Pandora a million times that the store rep had me to activate a virtual payment card that was never used for the purchase.  I contacted them multiple times and they even stated to me that they weren't showing that the store registered the return.  If their corporate resolution department, which is a joke, doesn't show that the jewelry was returned, how could a return have been properly processed.  

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

  Business Response

  Date: 03/07/2023

  Hello, 

  I apologize for the confusion. We have been able to confirm with ****** your refund has been processed as of 2/27/2023 in the amount of $78.65. I'm sorry as there was an error on the stores end in attempting to provide the refund for more than what was paid, this is the reason for the delay. The two items you've returned were purchased at a discounted price. This is what you have now been refunded for. If you have any further questions or concerns regarding this matter, please contact ****** directly as the funds have now been released and there is no further actions for us to take.

  Kind Regards, 

  ******

  Customer Answer

  Date: 03/07/2023

  
  
  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:01/03/2023

  Type:Customer Service 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.

  On November 11, 2022, I placed an online order #************** at Pandora, ********* ****** Store (********************************************************************************.The item purchased by credit card is a value of $75.00 CAD + tax, for a total of $84.00.I picked up the merchandise as instructed at this location and a few days later took the merchandise to this store for a refund. I was informed that because I ordered online the item for refund must go by Canada Post to Pandora's office in Ontario. I was provided an RMA (return merchandise authorization) to be returned through Canada Post. I mailed the item with the Canada Post label including the order receipt and received Canada Post tracking # ****************.I first called Pandora on Dec 11, 2022, and the rep. provided a reference # but I never received any call or email. I called a total of 5 times, on the last call the rep. stated the returned item was not received. I have the Canada Post confirmation the item was delivered on Nov. 28, 2022, and a signature was provided by the Pandora receiver.I went to Canada Post where the item was shipped and they suggested I contact the BBB, as Pandora is not forthcoming, because of the delivery confirmation with a receiver's signature.SEE BELOW: ORDER DETAILS & CANADA POST DELIVERYORDER DETAILS:Order Number:*************Order Date:2022-11-12

  Customer Answer

  Date: 01/25/2023

  THANK YOU, I HAVE RECEIVED A REFUND FROM PANDORA!!

• Initial Complaint

  Date:01/03/2023

  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.

  Hello,We were looking to make a return for an item that was purchased as a Christmas gift. However we were denied the return, with the sales person telling us that the ring had been worn. Which it was not, and we were basically being called liars at the counter. This disrespectful and untrue. Being a retail manager you look to take care of your customer not insult by calling them a liar. I have attached a photo of the receipt. And we are looking to have this refunded.The item is a ring with the value being $124.30 with taxes. From such large company the disrespect was shocking.

  Business Response

  Date: 01/13/2023

  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 directly from ************************************ Please provide the requested information and we will be happy to follow up with this store location and get this resolved.
  Kind Regards,
  Customer Experience
  

  Customer Answer

  Date: 01/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have replied to the email sent, hopefully will be able to get a quicker response time than the original email sent on December 27th.

  Business Response

  Date: 01/18/2023

  Hi *******,
  We have submitted your refund request to the customer manager that is over this location for assistance. We should hear back within ***** hours. Im sorry for the delay in response we will make sure this gets resolved as quick as possible for you.
  Kind regards,
  Customer Experience Team

• Initial Complaint

  Date:01/03/2023

  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.

  I purchased a charm in September 2022 - Order number - PND15485919. After about a month or so the painting/coloring started to chip. I spoke with a representative that informed me it was covered under warranty. All I had to do was send the damaged charm back, and once it was received, I'd get a replacement. The charm was sent back and relieved on Dec. 13, 2022 (Tracking: 1Z 095 F70 **** ****). I emailed back twice asking about the replacement and didn't receive a response. On Jan 2, 2022, I called again, this time a **** ************************ informed me with warranties they don't send replacements but an e-gift card. I was told I'd receive the e-gift card by the **** After not receiving it, I chatted in and yet another rep told me that the "request" for a GC can take 5 business days. There's no way to expedite the request (seeing as I've been waiting on this since Dec. 13). I asked to speak with a supervisor and this can only be done over the phone. Overall, I was told three different things by three separate reps and they don't have an escalation process. And only one rep gave me a case number (********), they can't seem to find my other communications. This is the worst customer service experience and ******************** CLEARLY does not train their reps ********** would like my e-gift card expedited and sent to me by EOD Jan 3, 2022, and to be contacted by the business.

  Customer Answer

  Date: 01/13/2023

  After reaching out to the company THREE more times I was finally able to get an E-gft card sent. It should not take this much effort on a customers side to get a replacement item/e-gift card sent. They also never responded on the BBB so truly they do not care about their customers or their experience. The supervisor I spoke with, ******, was the only person who took the time to understand my issue and took steps to resolve it.

• Initial Complaint

  Date:01/02/2023

  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 December 15, 2022 I went to the Pandora store located inside ********* **** to purchase charms for my bracelets. However, I left the store & noticed shorty after that 1 of my bracelets wasn't in my box. Therefore, I went back to the store to inquire about it. The associate that was assisting me asked me if she put it back in my box & I advised her that I have all my other bracelets except that 1. Then the associates began looking for my missing Pandora Me bracelet that had 4 charms attached to it but they couldn't find it so I asked if they could view the cameras all the associates including the sales leads stated they didn't know how only the store manager knows how to work the camera. One of the associates called the store manager on her phone & informed her of the situation & when I spoke with her on the phone she advised me that she can view the cameras for me as requested but I will have to wait until the next day when she comes in. The next day she called me & told me she viewed the cameras & didn't see where my bracelet went once it got to the edge of the counter so I asked her could she look under the counter & she stated it wasn't there & stated that maybe a customer came in behind me, kicked it & picked it up. However, that answer didn't set right with me because she was extremely unprofessional accusing me of trying to scam them, not having any sense of urgency to assist in actually finding my $400+ bracelet that I just purchased. This lead to me contacting Hobart police department to file a lost/stolen police report. When Officer ****** arrived I advised him of the situation he went to Pandora viewed their cameras & found my bracelet under the counter as I stated it maybe & I have been asking for them to check under it all along. Nevertheless, I called customer service to file a complaint & the rep advised me that a district manager will be contacting me within 48hrs. It has been over 2weeks & I have yet to hear from someone in regards to this matter.

  Business Response

  Date: 01/18/2023

  Hi *******,
  
  We have received your BBB inquiry and would like to apologize for the poor service you received at one of our stores. We have reached out to this team, and we are happy to hear that they have been in contact with you. We have also sent you an email from [email protected] providing you a 50.00 e-gift card for the inconvenience. We thank you for your patience and understanding. Please let us know if you do not receive the email. Thank you for being a loyal customer.
  
  Kind Regards,
  
  Customer Experience Team
  

• Initial Complaint

  Date:12/30/2022

  Type:Delivery 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.

  Ordered on December 28, 2022. Paid for next day shipping. Pandora guarantee says that if you order by 1PM order will be delivered next day. Today is December 30, 2022. Pandora still hasn't even mailed out the item yet. So my occasion is ruined as there are no gifts. I cant go to the party as i cant go empty handed. I contacted customer service (the apology department apparently) and i was told all they can do is take the expedited shipping charges off. Bu they are so very sorry. As if i can take their being sorry to the party instead of the items i bought. **************** i did not receive. only apologies. And they also said any refund would take **** business days. Which should be illegal. When you order they take your money instantly, but then when they s**** up you have to have your money tied up to their system for over 2 weeks.

  Business Response

  Date: 01/31/2023

  Hello, 

  I apologize for all the inconveniences you have encountered with your delayed online order. At this time I do see the order has been shipped, returned, and refunded in full as of 1/4/2023. In a separate email I have sent you a discount code that you may use at your leisure on a future online order.

  Regards, 

  Lauren

  Customer Answer

  Date: 02/06/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:12/29/2022

  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 two items as a Christmas gift to my wife. I ended up having to return one of the two gifts 1 week after purchase. When I returned it it was refunded for less than what I paid and I was informed because the value on the day was less than the day I paid for it that's what I get back in return. I would like the full cost of what I paid returned

  Business Response

  Date: 01/06/2023

  Hi ****,
  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry. We would like to apologize for the inconvenience of your full refund not being applied. We see your receipt of purchase is attached, Can you please supply the receipt for the return and we will be happy to follow up with the store in regards to your refund to get this resolved for you.
  Kind Regards
  Customer Experience Team

• Initial Complaint

  Date:12/28/2022

  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.

  On 12/16/22 I made an online purchase for pick up at Chicago Ridge store. The promo was if you purchase $150 you receive a Pandora Moments Sparkling Snowflake Clasp Bangle value $85. At the time order was placed it did say it was available. Order # ***********. I waited for email confirmation for when order was ready for pick and I did not receive until 12/23/22 saying only part of my order was ready and that the free item had been canceled. I tried calling the store and left messages and still have not heard back. When I picked up item on the 23rd they could not provide me with any info on how I can get my free item. I have tried calling the Customer Service Line 855-922-2600 three different times with waiting periods of longer than 30 minutes, got disconnected then finally someone answered they said that I needed to speak with someone in the ECON dept and transferred me again eventually disconnected. I believe this is deceptive advertising to get you to spend and should be more clear on email communications or more responsive on how to receive items. This was going to be a Christmas present and I had to go get something else. This has been a terrible buying experience and had they not falsely advertised I, the consumer could have been better prepared.

  Business Response

  Date: 01/31/2023

  Hello,

  We apologize for the inconvenience you have experienced with our most recent promotion. At this time I see you have been refunded as of 12/30/2022. For future reference all PANDORA promotions are while supplies last at participating locations. If a location ran out of promotional items prior to the sale ending date, they would now be considered a non-participating location for that specific promotion. 

  Thank you,

  Lauren