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Business Profile

Jewelry Stores

Pandora Jewelry LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for Pandora Jewelry LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pandora Jewelry LLC has 115 locations, listed below.

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    Customer Complaints Summary

    • 217 total complaints in the last 3 years.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/13/2022

      Type:Product Issues
      Status:
      Resolved
      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've emailed, phoned and contacted you guys multiple times to try and resolve this before I disputed the charge with my credit card company, and your organization didn't want to help me at all.

      I advised you guys on multiple occasions that I did not authorize these charges. I contacted Afterpay Customer Service, and Pandora Customer Service and neither of you wanted to assist me. I was told that my order couldn't be cancelled and to stop the shipping of the item the same day the order was placed (unauthorized transaction). Pandora Customer service told me they couldn't cancel the order because it was too late and to wait for the item to arrive and then to refuse the package so it would be returned and then a refund would be applied. I waited for the item, but no items were received, I notified Afterpay Customer Service and Pandora Customer Service of this and again you didn't assist me.

      I called UPS Canada and filed a claim, a few days later the UPS driver came to my home and asked me to sign a form saying that the package was stolen, and he assured me that by signing this form that I would receive my refund, so I signed the document. I waited a few more days and noticed that no refund was issued, so I decided to contact my credit card company and dispute the charge.

      As, I've stated over-and-over, THIS IS AN UNAUTHORIZED CHARGE and NO ITEMS WERE DELIVERED TO ME. UPS should not have left the package at the door, knowing other tenants would steal it. I AM NOT PAYING FOR THIS AT ALL, furthermore, you should have helped me when I emailed you guys 2-3 weeks ago, rather than dismissing me, treating me like ****, being prejudice and making unfounded allegations.

      Order No:# PNDCAXXXXXXXX

      Business Response

      Date: 01/03/2023

      Business Response /* (1000, 7, 2022/12/20) */
      Hi Joseph,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would be happy to help. We would like to apologize for the delay in response. We show that the refund was processed, and you should see this within 3-5 business days. We would also like to offer you a 20% discount code for the inconvenience. You can copy and paste directly into your online order.
      *******************
      Kind Regards,
      Customer Experience


      Consumer Response /* (2000, 9, 2022/12/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you!

    • Initial Complaint

      Date:12/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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 replaced a bracelet under warranty. The *** driver stole it. Pandora sent a replacements replacement bracelet and the clasp is broke. I haven't heard from them in weeks, as usual. I just want a working bracelet send to me, asap. Overnight shipping would be appreciated.

      Business Response

      Date: 12/19/2022

      Hi ****,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and we will be happy to assist. We show that your replacement order has been placed and it is scheduled for delivery for tomorrow 12/20/22 by 9pm. Please see your *** tracking number below for reference.
      1Z3R425V4264039218

      Kind Regards,
      Customer Experience

      Customer Answer

      Date: 12/21/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Ups left a message on my door. We went to claim our package and it's no where to be found.

      This happened last time with ups.

      Please resend with a different with a different delivery service.

      Business Response

      Date: 12/22/2022

      Hi ****,
      Your tracking number shows there was a sorting issue with **** Your item is still on the way please reference your *** tracking number below.
      1Z3R425V4264039218
      Kind Regards,
      April

      Customer Answer

      Date: 12/26/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      The tracking number says it is in transit. WE know that the *** driver was here and left a note. We DO NOT know where it is at this time. We have been to the store address that was listed on the note and the store says they don't have it either.

      Business Response

      Date: 02/17/2023

      Hi ****,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would be happy to assist. We have sent you an email from ************************************ Please respond to that email with the requested information and we will be happy to help.
      Kind Regards,
      Customer Experience Team

    • Initial Complaint

      Date:12/11/2022

      Type:Delivery Issues
      Status:
      Answered
      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 tried to make multiple orders online and when I do only items that are listed as on sale are canceled, they only canceled the night before they are no longer on sale every single time forcing me to pay full price the next day

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/12/13) */
      HI Mikayla,
      Thank you for contacting Pandora. We have received your BBB inquiry. With our promotional sales the inventory tends to go quickly. We do apologize that every time you place an order during a promotion it gets canceled. Please see below for a 25% off discount code for the inconvenience. You can use this toward a future online order. Just keep in mind it can not be combined with other promo offers. If you need assistance placing the order please feel free to reach out to our online team at X-XXX-XXX-XXXX.
      **************************
      Kind Regards,
      Customer Experience Team

    • Initial Complaint

      Date:12/10/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 a promtion from them where if you buy a bracelet you get 3 charms for $159. I even bought a extra charm, i received the one charm 1st then about a week later i received the 3 charms that were supposed to be bundled with the bracelet and mind you the complete order had said delivered so i called and they said oh its outta stock and i asked why does it say delivered then and the response i got was sorry sometimes we don't update the system in time so they gave me a 30%off for the inconvenience and my shipping back i then ordered another bracelet and 3 charms and even with the 30% i had to spend more money, also with this new order came a new promotion of spend $150 get a free bracelet i spent that and low and behold after i put the discount in and paid there was no bracelet in my account and the manager said before any discounts the cart must be $150 and mine came to $155 before taxes so i called when the bracelet dropped out of my cart and again i received a sorry and a 30% off coupon in which why would I wanna keep spending money with a company that can't get the orders right and nit honor their promotions...this is the 3rd order they messed up and i am already on disability so i just don't have the luxury of spending frivolously..i want the free bracelet that i was entitled to when i placed and paid for my order and it shouldn't take 5 business days to resolve like they said it would because by then supplies will be gone.

      Business Response

      Date: 01/25/2023

      Business Response /* (1000, 5, 2022/12/13) */
      Hi Melanie,
      Thank you for contacting Pandora. We have received your BBB Complaint and will be happy to help. We are sorry you are having difficulty getting this resolved. Can you please supply your PND order number and we will be happy to look into this for you.
      Kind Regards,
      April


      Business Response /* (1000, 8, 2022/12/13) */
      HI Melanie,
      Thank you for contacting Pandora. We have taken a look at your online order PNDXXXXXXXX and unfortunately you did not qualify for the free bracelet promo. The promo states it has to be a 150.00 purchase after all taxes and discounts. You used a 30% discount code which in turn made your purchase only 115.00. I do apologize for the inconvenience this has caused you. Please see terms and conditions below.
      Terms & Conditions:

      Offer available 12/8/2022 - 12/19/2022 while supplies last at participating retailers. Spend $150 or more on Pandora and receive a free sterling silver limited-edition bangle (Style #XXXXXXC01). Spend $325 or more on Pandora and receive a free 14k rose gold-plated limited-edition bangle (Style #XXXXXXC01). No substitutions. Qualifying Pandora spend must be after any discounts and excludes taxes, fees, and the purchase of gift cards. Cannot be combined with any other offers. Not valid with prior purchases. Limit 1 per person and per transaction. Void where prohibited. Bangle (Style #XXXXXXC01) must be returned with qualifying purchase or value of product ($85) will be deducted from return. Bangle (Style #XXXXXXC01) must be returned with qualifying purchase or value of product ($200) will be deducted from return. Bangles (Style #XXXXXXC01 & #XXXXXXC01) not available for individual sale. Product not for resale.

      Kind Regards,
      Customer Experience Team


      Consumer Response /* (3000, 10, 2022/12/14) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have spent over $1000 in the padt month and when i spoke to tebekah she said once the order populated she would have it sent out abd she also said that the 150 was before any discounts and she is a supervisor. It is not up to me to train their people. If they dont honor what was said i will return all of my previous orders and that will conclude my business with pandora! They can also listen to the call i had with rebekah


      Business Response /* (1000, 14, 2023/01/06) */
      Hi Melanie,

      Thank you for your response.

      I'm sorry for the confusion with your recent online orders. I was able to review the calls and although you did not qualify for the free bracelet promotion, Rebekah did say she would escalate this issue to see if your request could be honored.

      Unfortunately this request was declined. After reviewing the other ordering issues you have had as of late, I am happy to honor the price of the bracelet since it is no longer available. The $85.00 total will be added to your previously received gift card ending in 9512.

      Incase you need it again, I will be sending you a separate email with the gift card information.

      Thank you for shopping with Pandora Jewelry.

      Regards,

      Lauren
      Pandora Jewelry
      NAM Customer Experience


      Consumer Response /* (2000, 16, 2023/01/11) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you Lauren for taking the time to investigate and thank u for the $85 giftcard.

    • Initial Complaint

      Date:12/10/2022

      Type:Product Issues
      Status:
      Answered
      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 am writing today to complain About the horrible service I received at the Mall of America store. I purchased my first bracelet last year ago after losing my father to cancer and it only had a couple of charms on it to start out. And everything was fine until the clasp started acting faulty and not staying closed. It would constantly fall off my wrist whenever I did something strenuous and was wearing it on my birthday this year when it decided to fall off my wrist due to the faulty clasp. The next day after it happened I called the store about the incident and was given the run around about options on what could be done. I was told that there was a warranty over the bracelet and charms and it could be replaced, upon arriving at the store to replace it, I was told I couldn't due to the nature of the situation. I had all my receipts and etc to show proof of purchase also. And was still given the run around, I ended up leaving the store without anything I was originally told I could replace. Fast forward to last night, I go back to the location and I buy another bracelet and the the lock, I explain why I'm buying another one and was told the same thing. What is the policy? What can be done about this situation? I lost a whole bracelet and about 5/6 charms all due to the clasp not staying closed. I don't feel like that was my problem to have to replace. Especially when I was told by your employees not once but twice that It could be replaced at no charge. I chatted with customer service and was told that bc the bracelet was lost that's not covered under the warranty, well that wouldn't have been the case if the clasp wasn't faulty. I feel like this is such a grey area and that why I've been given the run around. I just want my bracelet back.

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/12/13) */
      Hi Endia,

      Thank you for contacting Pandora. We have received your BBB Inquiry. Pandora's warranty doesn't apply to lost items however if you can provide us with your receipt, we will offer you a onetime courtesy for up to 3 of your lost items. Your will receive an email directly from **********@*******.*** that you can reply back to with this information. Please let us know if we can assist you any further.

      Kind Regards,

      Customer Experience Team


      Consumer Response /* (3000, 12, 2022/12/20) */
      ***Document Attached***
      I received a response and was advise that 2. Harms would be mailed with 7-10 business days and with 24-48 hours would receive an e-gift add for the third item. But I have received the e-gift card, I called and emailed the email and nothing. I got a generic email back but nothing that addresses the e-gift card. I wonder if I will actually get the 2 charms at this rate. The customer service is horrible!


      Business Response /* (4000, 14, 2022/12/21) */
      Hi Endia,
      We are sorry for the delay in response. Your order has been placed and will ship out on 12/22/22. Please see your UPS tracking number you can use for reference. 1Z3R425VXXXXXXXXXX. The e-gift card has been emailed to you from **********@*******.***. If you do not receive this by and of business day please let us know.
      Kind regards,
      Customer Experience

    • Initial Complaint

      Date:12/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 is too expensive, and I have paid too much money. For my clasp to keep opening. Now I have lost every single pandora charm off my bracelet.

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/12/13) */
      Hi Sherisse,
      Thank you for contacting Pandora. We have received your BBB Inquiry and would be happy to assist. We have sent you two separate emails from **********@*******.***. We are requesting the information for your bracelet to do a warranty claim and also requesting receipts and information on your lost items. Pandora's warranty doesn't apply to lost items however if you can supply us with your receipt, we will offer you a one-time courtesy for up to 3 of your lost charms.
      Kind Regards,
      Customer Experience Team

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Resolved
      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 10/27/22 Pandora CS provided me UPS return label# ********XXXXXXXXXX for return of a defective charm.
      The defective charm was delivered to Pandora on 11/1/22. As of 12/7/22, my refund check of $74.90 from Pandora has still not arrived. I have submitted e-mails four different times to Pandora referencing my case, on 11/22, 11/29, 12/1, and 12/6. As on 12/7/22 I have not received a response from the company.

      The reference# of the e-mail chain is (****************************** )

      I am requesting the completion of my case by confirming and issuing the refund check of $74.90 for the defective charm that Pandora has had since 11/1/22. I have never received poorer customer service for such a simple issue, withholding a refund for over 1 month and failure to respond to e-mails just shows the disregard and disrespect Pandora has for its customers.

      Business Response

      Date: 12/13/2022

      Hi ******,

      Thank you for contacting Pandora Jewelry. We have received your BBB inquiry and will be happy to assist. We have reached out to our accounting department to see what the update is on your refund check. We will be sure to follow up with you directly once we receive feedback as to when you should receive that.

      Kind Regards,

      April

      Customer Answer

      Date: 03/29/2023



      Better Business Bureau:


      After the BBB reached out to Pandora, they were finally able to get the check to me. I am grateful that BBB keeps companies accountable.  



      Sincerely,



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

    • Initial Complaint

      Date:12/07/2022

      Type:Product Issues
      Status:
      Answered
      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 WITH PANDORA ON 11/21/2022. I RECEIVED MY PACKAGE AND THE BOX WAS DAMAGED AND THE BOX WAS BEAT UP. WORSE OF ALL WHEN I WENT TO OPEN THE BOX THERE WAS NO ITEMS IN IT!! I WAS SHIPPED AN EMPTY BOX!!! I HAVE CALLED PANDORA OVER 5 TIMES SINCE THE PACKAGE WAS DELIVERED AND ALL I HAVE RECEIVED FROM THIS COMPANY IS DISAPPOINTMENT, EXTREMELY RUDE AND UNPROFESSIONAL ASSOCIATES AND NOBODY WILLING TO ASSIST!! I HAVE WAITED FOR 2 HOURS ON THE PHONE JUST TO BE TOLD THEY CANNOT ASSIST ME AND TO TRANSFER ME TO ANOTHER DEPARTMENT WHERE I HAVE TO WAIT ANOTHER HOUR!!!!!! ALL I WANT IS A REPLACEMENT PACKAGE WHERE I CAN GO TO THE LOCATION AND PICK UP THE ITEMS THAT. I PURCHASED SINCE I DID NOT RECEIVE THEM!!!! I SHOULD BE DEALING WITH THIS INCONVENIENCE AND INCOMPETENCE OF THESE WORKERS. ISSUE ME A REPLACEMENT PACKAGE OR GIVE ME BACK MY REFUND!!!!!!!

      Business Response

      Date: 01/02/2023

      Business Response /* (1000, 5, 2022/12/13) */
      HI Monica,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry. Im sorry to hear of the poor service received by our agents. After review of your order PNDXXXXXXXX, this order has been reshipped and is expected to be delivered on 12/13. Please see your UPS tracking number 1ZRXXXXXXXXXXXXXXX. Please let us know if there are any further questions you would have and we will be happy to assist.
      Kind Regards,
      Customer Experience Team

    • Initial Complaint

      Date:12/03/2022

      Type:Product Issues
      Status:
      Answered
      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 am writing about my order I just placed. I had opened a PayPal dispute because there was two tracking numbers, one which said sent to Maryland and the other unable to pull up. I did receive the package but the bracelet in this order is very springy also and seemed opened already. The box was opened when I got it and I m not sure if this is the full order. I am waiting to see if any more items get shipped. I paid with PayPal.
      I also have a broken bracelet that keeps unclamping with wear. This is a 6.7 bangle. Unfortunately, this was part of the promotion and was free at another time. I am not sure how to proceed. The store said they cannot replace it because it was free.

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/12/12) */
      Hi *****,
      Thank you for contacting Pandora. We have received your BBB Inquiry and would be happy to help. We have sent you an email directly from **********@*******.*** to assist with your damaged item. You can also contact our online team directly at XXX-XXX-XXXX to help with the online order you are needing assistance with and they will be happy to get that resolved for you.
      Kind Regards,
      Customer Experience Team

    • Initial Complaint

      Date:12/02/2022

      Type:Product Issues
      Status:
      Answered
      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 bracelet from pandora.com during the cyber-Monday sale. Pandora sent me an email the next day stating that they were canceling one of the items from the order. I chatted in asking for reparation and was told that a 30% coupon would be sent to my email immediately. I never received the coupon. I called Pandora today and spoke to Stephanie who advised that her supervisor stated they were unable to provide the coupon that was promised to me because they "ran out" of coupons. This is extremely unethical, and I have wasted so much time going back and forth with this company

      Business Response

      Date: 12/26/2022

      Business Response /* (1000, 5, 2022/12/07) */
      Hi Adelina,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would be happy to assist. We will be more than happy to supply you the below discount code to receive 30% off your online order however this code does have an expiration date of 12/13/2022. I do apologize for the inconvenience. Please see below the 30% discount code. You can copy and paste that directly into your online order.
      ***************************
      Kind Regards,
      Customer Experience Team

    Pandora Jewelry LLC is NOT a BBB Accredited Business.

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