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

  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

  Mount Hope Ave. Rockaway Mall Rockaway, NJ 07866

• 

  Pandora Jewelry LLC

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

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:04/23/2025

  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 received a diamond ring as a gift. The diamond has become loose, and their return policy is an "e gift card" to then use to purchase a replacement. The ring I want is no longer available to replace and I have no faith in their products or warranty. I do not wish to purchase another item from them. I want to return the ring and receive a full refund back on the card it was originally purchased with.

  Customer Answer

  Date: 04/23/2025

  Please see attached photos.

  thank you 

  Business Response

  Date: 04/23/2025

  Hi *****, 
  
  We are responding to your complaint made via Better Business Bureau. Thank you for reaching out and giving us the opportunity to address your concerns. Were truly sorry to hear about the issue with your diamond ring, and we understand how disappointing it must be to discover that the diamond has become loose. Please accept our sincerest apologies for any inconvenience this has caused.
  We would like to reassure you that your ring is covered under our two-year warranty for diamonds, which provides a replacement of the same item or, if that item is no longer in stock at our corporate warehouse, an e-gift card for the full value. In this case, we regret to inform you that the ring is currently not available in our inventory, which is why an e-gift card is being offered instead.
  Wed also like to take this opportunity to clarify our return policy: items are only eligible for a refund to the original form of payment within ********************************** new and unused condition. As your request falls outside of this window, the warranty policy is being applied.
  To ensure a positive resolution, we will include the applicable taxes as a courtesy, bringing the total value of the gift card to $3,140.25.
  A prepaid shipping label has been attached to this message for your convenience. Once we receive the returned ring, we will expedite the processing of your e-gift card so that you wont have to wait the standard 710 business days.
  We truly appreciate your understanding and patience, and we remain committed to ensuring that your experience with Pandora is a positive one.
  
  Kind Regards,
  
  ******
  Customer Experience Department
  PANDORA Jewelry Americas 

  Customer Answer

  Date: 06/05/2025

  I need to re open this complaint I have still not received my refund. 

  Customer Answer

  Date: 06/05/2025

  I need to re open this complaint I have still not received my refund. 

  Business Response

  Date: 06/17/2025

  We're truly sorry for the delay youve experienced in receiving your e-gift card and for the frustration this has caused. Your e-gift card has now been issued and should arrive in your inbox shortly. If you do not receive it within the next 24 hours, please let us know and well ensure its sent to you right away.

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ring approximately one year ago after wearing it a couple times the stone fell out and was missing. I returned the ring theygave me an * gift card so I got another ring. Same thing happened. The stone fell out within two weeks of wearing it got another * gift card and purchased another ring. Third ring had it for less than a week. A stone fell out again. This is the third ring I purchased I do not want another ring. I wanted my money back which was only $58.30. I believe, after calling and talking several times to several representatives. I finally got a supervisor to agree to refund me my money. I do have an email stating they would refund my money from the original form of payment within five business days! I never got a refund, but I looked at my email and I got another * gift card. I explained to them I didn't want another a gift card that their products were poor quality after this happened to the third ring in a years time and they agreed to give me my refund but instead chose to give me another * gift card I have not cashed the * gift I told them to cancel it and refund me. They're ignoring me. They won't return my emails and when I call they give me the runaroundit's been going on now for two months. I simply just want my money back. I don't want their gift card. I don't want any other poor quality products. I have the email. (I'm not sure how to send it to you though)promising my money back. I just seen a place to upload my emails and I did upload them if you need any more info please let me know.

  Business Response

  Date: 04/21/2025

  Wed like to clarify that we can only issue refunds to the original form of payment. In your case, you paid $5.30 on your debit card, which is the amount we would able to refund back to that card. The remaining balance of your purchase was paid using an e-gift card, which is why the refund was issued back to a new e-gift card. Were unable to refund amounts to your debit card that were not originally paid using it. We apologize for any confusion. 

  Customer Answer

  Date: 04/28/2025

  I added all the emails I had sent to this business. I never got replies back so I have nothing to send in their reply. They totally ignore my emails. I did send a chat message promising my money back which I never got I previously also sent you chat messages stating I would get my money back And instead they send me an E gift card when the supervisor promised to send me not an E gift card but my cash money back as I stated to the supervisor there products are poor quality when a stone fell out of three different rings that I purchased within seven months I just simply want my $58.30 Back That they promised

• Initial Complaint

  Date:04/08/2025

  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.

  I ordered a ring on march 20th. It was supposed to be delivered on march 26th but I received an empty package . I contacted pandora on march 26th but never received a response.

  Business Response

  Date: 04/14/2025

  We have refunded the customer as a one-time courtesy for this order. 

  Customer Answer

  Date: 04/14/2025

   
  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:04/02/2025

  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.

  My Husband bought me a ring for my birthday from pandora ******* I came in to exchange 4/1/25 the ring due to the fact that I dont like silver jewelry i only wear gold just my preference. The employee had me give her my ring , in its original packaging even in the bag it came in with as well as the receipt and assisted me with finding an exchange to my liking , she tried to get me to buy things out of my budget as I didnt want to spend more than the return offered. I picked a ring under the return amount and she didnt seem happy about that only to take my birthday gift the original silver ring to her manager and come back with a sticky note with a phone number on it and tell me the ring had wear and tear so they couldnt take it back as they couldnt resell it . Beyond Discrimination at this point because I never put the ring on ! Never took it out the box. I opened it for my birthday and closed it. It never left the packaging. They sell the same rings that they have people try on all day to you and then blame you for wear and tear if you dont buy the protection plan they throw at you. The ring came with wear and tear and now Im being blamed for it. now I have to wait for a shipping label and 7-10 days for a refund when this service should have been provided in store without discrimination? beyond disappointing I will be speaking out about this.

  Business Response

  Date: 04/07/2025

  Hi ******, 
  
  Thank you for contacting Pandora Jewelry. We are responding to your complaint submitted via the Better Business Bureau.
  Thank you for bringing your concerns to our attention. We sincerely apologize for the experience you had at our store and understand your frustration. Please be assured that we take this matter seriously.
  We have submitted an official store complaint to the District Manager who oversees the operations of the store. The complaint has been forwarded along with the images you provided, and we have requested their assistance in facilitating the return or exchange of your ring as soon as possible.
  We will continue to monitor the situation closely and ensure that your issue is addressed promptly. If theres anything else we can do in the meantime, please dont hesitate to reach out.
  Thank you for your patience, and we hope to resolve this matter to your satisfaction quickly.
  Thank you for choosing PANDORA!
  
  Kind Regards,
  
  ******
  Customer Experience Department
  PANDORA Jewelry Americas 

• Initial Complaint

  Date:03/18/2025

  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 bracelets and charms are discolored. I contacted the company support page and I was sent an email ** a case number. I uploaded photos and they said someone will get back with me. A month later and still no response. I sent another email and nothing. I spent entirely too much money for my jewelry to be sitting there looking ugly.

  Business Response

  Date: 03/19/2025

  Hi *****,
  
  Thank you for contacting PANDORA Jewelry. We're responding to your complaint made via Better Business Bureau. We apologize for the delay with our response.
  Please receive our apologies for the inconvenience with your item. PANDORA warrants all of its products purchased through an authorized retailer for a period of one year. This limited warranty does not apply to damages caused by accident, wear & tear, or use of non-PANDORA products with Pandora items.
  
  Although tarnishing is not a covered condition of under our warranty, we are happy to offer you a One Time Courtesy Replacement of up to 10 items total. To proceed please reply to this email with the following information, as the picture shows multiple items: 
  
  Each item number (or official Pandora name) (including size if applicable) 
  
  Once we receive this information, we will email you a pre-paid shipping label. Please place your PANDORA item in a padded envelope or a small box and send it back to us for exchange or replacement.
  
  If your item is in stock, we will place an order for the item(s). Please note this order may take 7-10 business days to process/ship and will not have automatic shipping notifications (delivery will require a signature). If you need tracking information, we recommend contacting our team 5-7 business days after receiving your return label so we can provide an update on the order.
  
  However, if the item is retired or out of stock you will be notified via email when you receive your return label. For retired or out-of-stock items, Pandora will provide an e-gift card for the retail value (not including taxes). This e-gift card will arrive via email after the return of your item has been processed at our warehouse. E-gift cards do not expire and can be used in stores or online.
  
  Thank you for choosing PANDORA! 
  
  Kind Regards,
  ******
  Customer Experience Department
  ********************** Americas 

• Initial Complaint

  Date:03/11/2025

  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 received a Celestial Heart Clasp Bangle for Christmas. For one I didn't know it was final sale-they added that after the purchase. I woke up and the bangle was broken. the heart part was gone. this the 2nd bracelet I have received that was trash and you guys don't want to do anything about it. I gave y'all a 2nd chance. **** and Ani replace all their bracelet.

  Business Response

  Date: 03/11/2025

  Hi *******,
  
  Thank you for contacting PANDORA Jewelry. We are responding to your complaint made via Better Business Bureau. We are sorry for the inconvenience with your bracelet. Under the Limited 1-Year Warranty, Pandora provides replacements for damaged items within 1 Year of purchase regardless of purchase price.
  We are pleased to help with the process of your warranty replacement of item number - #******C01-19
  The replacement will be issued only after the return of your item(s) using the provided *** label, typically within 7-10 business days.
  Attached to this email you will find the pre-paid Return Shipping Label from ***. Please click on the attachment to retrieve the label and print it out. Once you print the label, paste or tape it on the outside of a padded envelope or a small box. 
  Please do not include notes or additional items in your package as it can possibly be discarded.
  Keep in mind that if your item is not packed in a box or bubble padded envelope, the jewelry could get lost in the mail. Once you have your package ready, please take it to a *** store.
  Find The *** Store Location Near You
  Thank you for choosing PANDORA!
  Kind Regards,
  ******
  Customer Experience Department
  PANDORA Jewelry Americas 

  Customer Answer

  Date: 03/17/2025

  Pandora sent me a return label to send back my broke bracelet.  I sent it back on friday ups. 

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "last-chance" item I did not know was nort returnable. I have purchased 4 lab-grown diamond pieces and am a VERY loyal Pandora customer.

  Business Response

  Date: 03/04/2025

  Hello,

  Our customer, Will, had previously contacted us in November regarding a final sale item. During that time, we made Will aware that all "Last Chance" and sale items are final sale and cannot be returned or exchanged. As a one-time courtesy, we allowed an exchange for him in November.

  
  However, Will reached out again yesterday, requesting to return a "Last Chance" item. We informed him that, in accordance with our return policy, "Last Chance" and sale items are final sale and, therefore, cannot be returned or exchanged.

  
  Please note, our return policy is clearly stated at the bottom of every receipt and is also available on our website. As such, we regret to inform you that we will be unable to process an exchange or return for this item. I have also included a copy of our return policy attached. 

  
  Thank you for your understanding.

  Kind regards,

  Pandora

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23012206
  
  I am rejecting this response because:

   

  The associates in-store were pushy and did NOT explain the policy. Can I please return this item OR exchange? 
  
  Sincerely,
  
  Will *********

• Initial Complaint

  Date:03/03/2025

  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.

  Monday feb 17th at the Pandora in California Adventure, KAYLA R took my brand new Pandora Moments Disney bracelet and broke the end off of it, and then wrapped it and boxed it to hike the fact she broke it. I have contacted both Disney and Pandora multiple times and they refuse to rectify the THEFT by their employee. The bracelet was a birthday gift worn less than 2 full days. It had been inspected the previous evening IN pandora downtown Disney. I want the bracelet exchanged

  Business Response

  Date: 03/11/2025

  Hi *******, 
  
  Thank you for contacting Pandora Jewelry. We are responding to your complaint made via Better Business Bureau.
  We are truly sorry to hear about the experience you've had with us, and we sincerely apologize for any frustration this may have caused. We absolutely want to make this right for you.
  To help us proceed with a replacement, we would just need to identify your bracelet. Unfortunately, the pictures you provided don’t clearly show the clasp design, and the item number on the receipt is a bit difficult to read due to the circle annotation.
  Could you kindly send us some additional pictures, especially of the outside of the clasp? It would also be helpful if you could let us know the size of the bracelet. Once we have this information, we'll be happy to send you a pre-paid return shipping label so you can send the bracelet back to us. If we have the replacement in stock, we’ll get it sent out to you with expedited shipping. If it’s out of stock, we’ll gladly offer you an e-gift card as a solution.
  We truly appreciate your understanding and patience, and we are committed to resolving this for you as quickly as possible.
  Thank you for choosing PANDORA!
  
  Kind Regards,
  
  Sabria
  Customer Experience Department
  PANDORA Jewelry Americas 

• Initial Complaint

  Date:02/25/2025

  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.

  Purchased e-gift card 12/24/24. Received email stating order was being processed & would be notified when available. Never rcvd anything. Contacted Pandora's CS, *** said process could take 1- 24hrs. Never rcvd email stating order was processed. 12/27, called CS, was told order had been completed. ***orted I never rcvd email w/card info. *** said there was "no email listed on the order". Was told e-card info could be emailed, **** a plain email stating per my request email was a resend of my e-gift card. 1/18/25, ******************* mother went into a Pandora store. At the register was told e-gift card only had $5.94 available. 1/19/25, contacted Pandora, informed them of issue. *** said card had been used 1/8/25-$196, ***************************** Pointed out e-card was only $250. Things did not make sense. Case escalated to management. Case****5867. 1/20/25, called CS, was told matter was still being investigated. 1/24/25, called, spoke w/******, asked for management regarding email rcvd that further spotlighted issues w/this e-gift card. ****** rptd online purchase 1/3/25. Told her purchase was not made by me, or my ************************** was supposed to be investigating matter. ****** said she could see original email & sent it to me. Asked why this email was not sent to me on 12/27/24, instead of receiving a plain text email which seemed odd. ****** escalated for further investigation. Case***9395.2/17/25, called to speak w/manager. Was told management was still working on finding out what happened with the PIN & the issue with my card. Was advised I would be contacted. Nothing yet.Pandora knows there was an issue w/the processing of my e-gift card purchase (someone provided the PIN to another individual), they ***orted they saw delivery address of online purchase made w/the e-gift card and have been investigating the matter since 12/27/24? Shows the lack of respect Pandora has for customers. I paid $250 for a product I did not receive.

  Business Response

  Date: 03/14/2025

  We have apologized to the customer for the delay on getting this issue resolved. We have provided the customer with a new e-gift card as a courtesy. 

• Initial Complaint

  Date:02/24/2025

  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 have purchased 3 lab grown diamond bracelets and one lab grown diamond ring.I did not get any diamond certificates for any of these! I would like these mailed to me, as well as the receipts. Otherwise, I want to return them.I want to also return the ring. I tried to last week at the *********************** store, but they claimed I had to return it to *********,**, where I purchased it.Can I please return the ring? It is within 30 days! I purchased it Jan. 25.

  Business Response

  Date: 03/18/2025

  Hello,

    Pandora has mailed a copy of the certificates and box to the customer using *** tracking ******************. This situation has been handled. 

   

  Kind regards,

  Pandora