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

  250 Granite St Braintree, MA 02184-2804

• 

  Pandora Jewelry LLC

  1701 Sunrise Highway South Shore Mall Bay Shore, NY 11706-6091

• 

  Pandora Jewelry LLC

  8500 Essington Ave Bc Connector # Bc 17 Philadelphia, PA 19153-3755

• 

  Pandora Jewelry LLC

  1080 N Bridge St Chillicothe, OH 45601-1789

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:12/27/2022

  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.

  For Christmas this year (December 25th, 2022) I received the square halo ring from pandora as a promise ring from my partner.
  Just 2 days after receiving the ring (on December 27th, 2022) there is already a gem missing from the band of the ring. Upset that there is already issues, I went to my local pandora (location: ****** **** in Oshawa Ontario, CA) and showed them the ring.
  
  The manager told me the ring was compromised, and that I had "squished" the ring, it was no longer the same shape, and that it would not fall inline with warranty.
  I asked what could be done about this, because I had only been wearing the ring for 2 days, and had not done anything to damage the ring. I took it off to shower, wash my hands, and while sleeping to prevent this from happening.
  
  After asking what could be done, The manager told me that I definitely didnt receive this ring for Christmas, that I was lying, and have had this ring for a while, and that I was trying to get a new one for free under the warranty, and was told to leave the store.
  
  I'm now stuck with a damaged ring promise ring and a low self esteem after being in this store.
  I'm so disappointed and discouraged about going back to the store to deal with this.
  Since I've only had the ring for two days, I expect them to honour the 30 warranty and replace my ring.

  Business Response

  Date: 02/01/2023

  Good Morning ****,

  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and will be happy to help. We have sent you an email from **********@pandora.net to assist with your warranty claim. Please reply to that email directly and we will be happy to help with your replacement. We are sorry for the inconvenience of the experience received in store.

  Kind Regards,

  Customer Experience Team

• Initial Complaint

  Date:12/27/2022

  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.

  After trying to place an online order for several days my order finally went thru on Friday 12/23. On Saturday I went to pick up my order after driving an hour to get there to find out the store closed for the day I tried reaching customer service but after 20 minutes on hold I hung up. So much for getting the two Christmas presents I had ordered. On Monday I received an email that my order was canceled I called the store and the sales rep who answered was rude and told me to call customer service. I proceeded to call customer service and after a half hour I was told my order would not be canceled and I could pick it Tuesday evening (today 12/27). So before I drove another hour I called to make sure the store was open and was told they were closing at 3:30 instead of the normal time so I leave work to get there only to find out my order was canceled again. The sales rep was no help and her response was it wasn't her fault and wanted me to repay for an order that was already paid for. I work in customer service and have for over 30 years. The customer service I have received from your company has been awful. I proceeded to call your customer service number again to be told they would give me a code for 10% off to replace my order. The 10% doesn't even cover the discount from the coupon I used. I now have two presents that were ruined thanks to your company and the awful customer service along with a refund l have to wait for since you canceled the order. As for the discount I was to receive by email to replace my order I have yet to get.

  Business Response

  Date: 01/31/2023

  Hello, 

  I am so sorry for your poor ordering experience. We have filed a store complaint to get more information and improve future shopping experiences. At this time I see you have been provided and were able to use the gift card issued to you for the inconveniences. Thank you for shopping with Pandora Jewelry.

  Kind Regards, 

  Lauren

• Initial Complaint

  Date:12/23/2022

  Type:Billing 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 Christmas items yesterday online at 11:22 AM for pick up at your store in Northlake mall in Charlotte North Carolina. I never received an email confirming that my items were ready for pick up, so I drove to the store at around 6:30 PM. there was a line specifically for online orders, and the young lady named diamond, who was a sales lead was extremely rude and indifferent. When I arrived at the store and provided my order number, the order had not been picked. She came back to me numerous times, noting that the bracelet that I ordered and paid for online was not in stock, even though the item was available
  at the time that my online order was placed. I asked her numerous times which of the rose gold bracelets were in stock. She shrugged her shoulders and said that I would have to tell her which bracelet I wanted to look at. three times she came back to me and advised that the item that I selected was not available. My mother attended the store with me and attempted to engage her about her pregnancy in order to Soften her demeanor, but she continued to be curt and rude. There was a sale running online and I ended up having to get a refund for the bracelet that I ordered and purchased another bracelet at a higher price. When I inquired with her about the sales price being accommodated, she shrugged her shoulders and advised that I would need to contact customer service about my online order. In addition, I would have to wait 7 to 10 days to be refunded for the bracelet that I already paid for. My experience at the store was reprehensible to say the least. I am confused as to why there is an availability for store pick up if the order is not going to be picked until I arrive at the store almost 8 hours later to retrieve my paid for items, I would also like to be compensated for the pricing difference. Your expedient response will be greatly appreciated.

  Business Response

  Date: 02/27/2023

  Hi Joyce,
  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and will be happy to assist. We are sorry for the delay in response. We have reached out to the district manager that oversees this location, and they have attempted to get in contact with you. We have sent you an email directly from ********************** for the best day and time to have them reach out again for you to help this get resolved. We thank you for your patience.
  Kind Regards,
  Customer Experience Team

• Initial Complaint

  Date:12/23/2022

  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 December 22nd I made an online purchase for pick-up at the Bayshore Pandora Store. The email promotion guaranteed that the order could be picked up within 4 hours if ordered before December 24th, unfortunately I did not get my order pick-up confirmation until 5:55PM at which I went directly to the store.
  Upon arrival to the store there was a sign on the door that the store had closed at 4:30PM that day and would reopen the following day at 10AM.
  Prior to going to the store I called and there was no voicemail notice that the store had closed early not was it noted in my email.
  In addition to it being zero degrees outside we were also in the midst of a snowstorm so be notified that I could pick-up my order when in reality the store was not opened is upsetting.

  Business Response

  Date: 01/31/2023

  Hi ** ******,
  Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would like to apologize for the inconvenience you endured with the store not being open. We will like to follow up with this store directly. Please provide the PND order number as well as the exact location of the Bayshore location you picked up your purchase. Please also provide the date you went to the store and that it was closed early. Once we receive all details we will follow up with the store for a resolution. We are sorry again for the inconvenience.
  Kind Regards,
  Customer Experience Rep

• Initial Complaint

  Date:12/21/2022

  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 placed an order on pandora website for in store pick up. To go there twice to see a sign saying it's closed until further notice. The company is allowing orders to be placed when the store is closed, and no one is communicating with costumers regarding refunds. It's Christmas time and people are coming and lined up for their orders they placed online and have questions. This is a problem and costumers won't get items on time and aren't offered refunds or alternatives. This is by far very unprofessional, and no transparency is provided at all.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 7, 2023/01/03) */
  Hello Leandra,
  
  Thank you for contacting PANDORA Jewelry through the Better Business Bureau.
  
  We sincerely apologize for your unpleasant experience at one of our store locations. Which location was this? Please know that we have heard you and we will reach out to our team in that area to ensure proper training of the parties involved in the situation: also, we will log this complaint into our corporate records once we know the location. You've also mentioned you placed an online order for in store pick-up. Please provide your order number for reference.
  
  If you have more information including date and time of your visit, it will help us to follow up with the store to ensure we take actions towards this situation. We appreciate your feedback and would love to hear how we can improve this experience for you.
  
  Thank you for contacting PANDORA!
  
  Kind Regards,
  
  Lauren
  Customer Experience Department
  PANDORA jewelry Americas

• Initial Complaint

  Date:12/21/2022

  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 placed my order 11/26/22, order# PNDXXXXXXXX, payment was taken from my account immediately and posted 11/30/22. I received a shipment email 11/28/22 for shipment thru Lasership tracking# 1SCZIJXXXXXLQE but it has never updated and still to this day only states the carrier is awaiting the package from the seller since 11/28 at 4:57am and I have not received anything. I've contacted Pandora thru the online chat several times 12/12/22, 12/14/22, 12/1622 and 12/20/22 and each time each rep acknowledged the issue of no package actually shipped and stated it was being escalated, could not provide any real season of what's going on other than a shipment issue. Each follow up stated that nothing was previously escalated or handled and my last contact 12/20 i stayed online over an hour for rep Jarvis to "make sure this is handled today for me" and at the end of the conversation stated my reship confirmation email was on the way to me for next day shipping.... I've received nothing other than an email for 20% off my next order and that was yesterday at 8:06am mst. This was a Christmas gift that will not be here on time and should have been after over 3 weeks. I want a full refund of the $294.57 paid for these items never received and never shipped.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Hello Jorge,
  
  I am so sorry for the inconveniences you have experienced with your online order. this has been addressed with all parties involved for future success. At this time I do see your order has been reshipped with UPS tracking number 1ZRXXXXXXXXXXXXXXX and will arrive tomorrow, just in time for Christmas! Again I am so sorry for all the delays and wish you and your family a very merry holiday season.
  
  Kindest Regards,
  
  Lauren
  
  
  Consumer Response /* (2000, 7, 2022/12/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Items arrived just before Christmas. Thank you

• Initial Complaint

  Date:12/19/2022

  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.

  We recently made an online purchase #*********** with Pandora as a holiday gift. When I (we) tried to immediately (within minutes) update the shipping address on the website to my current mailing address, Seller refused to make the change. As a result, I did not receive the package and have yet to receive the items I paid for. I believe that I have a valid claim under the Illinois Consumer Fraud and Deceptive Business Practices Act (815 ILCS 505/1 et seq.). This law provides protection for consumers against deceptive or fraudulent business practices, and I believe that the seller's refusal to update the shipping address constitutes a deceptive and unreasonable business practice. Equally, the order was apparently shipped to the State of Florida. I believe that I have a valid claim under Florida state law, specifically under the Florida Deceptive and Unfair Trade Practices Act (FDUTPA) (F.S. 501.201 et seq.). This law provides protection for consumers against deceptive or unfair business practices, and I believe that the seller's refusal to update the shipping address constitutes an unfair
  business practice. I request that the BBB issue a chargeback for the full amount of the transaction. Please let me know if you need any additional information or documentation to support my request. The order was charm bracelets which will, obviously, will not make it as holiday gifts. Thank you for your attention to this matter.

  Business Response

  Date: 01/25/2023

  Good Day,
  
  
  
  Unfortunately once an order is entered, our system does not allow for changes. There has been no deception as the original shipping information on the order is what was provided to us by the customer. As of December 13th, 2022 the customer has been refunded in the full amount of $178.92 for the order that was not received. We apologize for any inconveniences this has caused.
  
  
  
  Kind Regards,
  
  
  
  Lauren
  

• Initial Complaint

  Date:12/17/2022

  Type:Billing 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.

  Reached out to Pandora on 12/14 as an item I purchased almost a month prior had not arrived yet. They promised at 30% off coupon and refund on my items. The coupon I received was not valid and not for the correct discount. Reached out again and was told I would not be receiving a coupon for the correct amount.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Hello,
  
  I am so sorry for the inconveniences you have experienced with your online order. this has been addressed with all parties involved for future success. At this time I do see your order has been refunded and a new coupon code has been emailed to you. I am so sorry with the confusion of the 30% off offer as those are no longer active. I am happy to offer another 25% off in addition to the one you have already received with the same disclaimers. Please keep in mind they can only be used one at a time.
  
  CODE: **************************
  
  I am so sorry for all the confusion and wish you and your family a very merry holiday season.
  
  Kindest Regards,
  
  Lauren

• Initial Complaint

  Date:12/16/2022

  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 placed an online order on 11/27/2022 attempting to stay ahead of the Christmas rush. I have been reaching out communicating with their online virtual auto response regarding the status of my order and am continuously referred to delivery status that states awaiting delivery on one end with an order date of 11/30/2022 while my actual receipt confirms I placed my online order on 11/27/2022. I have never had this problem with pandora and after reading all of the BBB complaints I am concerned about being robbed. I used my pandora credit credit issued by synchrony bank who has already sent me a bill for items I have not received. I tried contacting customer service 5 different occasions however no one ever picks up the phone. As I am writing this complaint, I remain on hold for a total time now of 27 minutes. I would like a full refund as I have not received my order and know at this time, I am more than likely not going to get it. Customer service is poor, and Pandora need to figure out a better way to handle orders and communicate with customers.
  My tracking number is PSCXXXXXC5C71
  Indicates shipper created label on 11/30/2022@ 8:31am, package not yet received. My order number is PNDXXXXXXXX. Please make this make sense. Please refund my purchase by reversing charges applied to my synchrony bank Pandora credit card.

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 7, 2022/12/22) */
  Hello,
  
  I am so sorry for the inconveniences you have experienced with your online order. this has been addressed with all parties involved for future success. At this time, I do see your order has been delivered. More information seen here:
  https://di.customer.concise.io/shipmentTracking/PSCXXXXXC5C71
  
  Again, I am so sorry for all the delays and wish you and your family a very Merry holiday season.
  
  
  
  Kindest Regards,
  
  
  
  Lauren

• Initial Complaint

  Date:12/14/2022

  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 November 22, 2022 I ordered a few charms during a sale online. I noticed around December 7th that I haven't received my items. I kept checking my email and all I seen was it was shipped through a company I never heard of called Pandorin. Everyday I checked the estimated delivery date, it changed. I was on hold waiting for a customer service representative for several days holding on almost an hour. When I finally got to someone he stated that my order was going to be escalated when he clearly could see that my order was never delivered. At this point I'm starting to think I got scammed. When I called again I was not able to reach a representative. I never had this problem before and now I'm having a very difficult time. I want my items because they are Christmas gifts and now I'm not sure if I will even receive them. So unprofessional of this company.
  

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 7, 2022/12/22) */
  Hello,
  
  I am so sorry for the inconveniences you have experienced with your online order. this has been addressed with all parties involved for future success. At this time I do see your order has been reshipped. We will get this shipped as soon as we can. Please use the following discount code for 20% off a future order. Please keep in mind this can only be used online, and cannot be combined with any other offers.
  
  CODE: **************************
  
  I am so sorry for all the confusion and wish you and your family a very merry holiday season.
  
  Kindest Regards,
  
  Lauren