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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.
    • 86 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:12/01/2022

      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.
      On December 24th, 2021 I purchased a bangle bracelet from Pandora Jewelry Co. I paid $598.00 (with my bank card) for a bangle with 6 charms. I also purchased 3 additional charms for my bangle 4/27/22 for $169.60 ( I have a receipt) The bangle has a defect and the wire slipped out of the ball clasp that keeps the charms secure on the bangle causing me to lose all 9 charms. Also included in the 6 charms in my initial purchase was two clips upsold to me by the sales woman to keep my charms secure on the bangle. The clips couldn't prevent the loss due to the defect in the bangle and I have photos and provided them to Pandora via an email. I loss 9 charms in total Pandora acknowledges the defect but will only give me the bangle and 3 charms a value of only $450 (only by gift card) leaving me with the loss of $317.00

      Business Response

      Date: 12/26/2022

      Business Response /* (1000, 5, 2022/12/07) */
      Good morning, Krista,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would like to formally apologize for the loss of your items. Lost items are not covered under of warranty however I do see that we have offered a one-time courtesy replacement/gift card on your bangle and 3 charms. We have also provided you 2 20% discount codes to assist with future online orders. I do apologize we are unable to provide any further replacements as this is not covered under warranty. I'm sorry for the inconvenience this has caused you.
      Kind Regards,
      Customer Experience Team

    • Initial Complaint

      Date:11/29/2022

      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 sent my assistant to the store to get me a bracelet same size and model as my bracelet, so I gave her my bracelet she went in and the lady took it from her to get the same size. Apparently, they didn't have the same size so the lady forgot to give her the bracelet so I sent her back and the manager said let me look at the camera and I'll call u guys back and they did call me (I have my phone records) she stated yes sorry we never gave ur assistant the bracelet and we will leave $150 credit on ur account just when u come in use ur phone number. I was like fine. Then few months later I sent my assistant to use the credit they told her there is no credit, so I spoke to the manager Jennifer she said ok let me go back to camera I need exact date and time which I gave her caz I had texts and my phone log from att application. She said fine she called me back said oh regional managers are on vacation till first week of Oct I said fine. I left a review so cs said call us at 800 number I did they kept on telling me Friday I'll get the email with the credit bla bla bla... already two months passed by I keep on calling them they all give me the run around. I have over 15 confirmation numbers and spoke to over 25 employees and they all give fake promises. At this point it's not about the money it's just the fact that they're providing horrible customer service instead of someone actually going back to the camera and looking for the incident

      Business Response

      Date: 01/03/2023

      Business Response /* (1000, 7, 2022/12/07) */
      Good Morning Raya,
      Thank you so much for contacting Pandora Jewelry. We have received your BBB inquiry and would like to apologize for the mistake in store. We have filed a store complaint to follow up on the store in regards to this. Are you able to provide the details provided by store stating they would provide you a store credit?
      Kind Regards,
      Customer Experience Team


      Consumer Response /* (3000, 9, 2022/12/13) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      the store had called me exactly at 4:17pm on 02/09/2022 I have a screen shot attached from AT&T
      to tell me that they will leave credit on my account and that they checked the cameras and the bracelet was never given back to my assistant. All you guys have to do go back on the camera and you will see same day FEB 9 2022 around 3 pm, I would check from 3 to 340pm see if I am lying or not
      I have a text from my assistant at 3:57pm saying they will credit you $115 and the store called me at 4:17pm so its all within an hour or so.
      All I am looking for a replacement bracelet or credit for the value of the bracelet


      Business Response /* (4000, 11, 2022/12/19) */
      Hi Raya,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and we will be happy to help. We apologize for the long processing time and for the inconvenience this has caused you. We will email you a e-gift card for the cost of your bracelet of 115.00. We will also like to offer you an online discount code of 25% for the inconvenience. Please see below code
      **************************
      Kind Regards,
      Customer Experience

    • Initial Complaint

      Date:11/15/2022

      Type:Service or Repair 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.
      My husband got me the Signature I-D Pave Bangle for our anniversary and not even a week later the bracelet had fallen off my wrist and is lost. I've tried every avenue at finding it as well as chatting with Pandora, but they refused to help or replace under their policy even though the bracelet would not stay latched! Considering the bracelet fell off my wrist daily several times within the week that I had it, I'd consider it broke!

      Business Response

      Date: 12/09/2022

      Consumer Response /* (2000, 6, 2022/11/20) */
      I'd like to close this case. Pandora made it right.

    • Initial Complaint

      Date:11/10/2022

      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 not yet received order PNDXXXXXXXX, placed on October 17. My Pandora account order history stated yesterday "awaiting carrier pickup." Today, the "delivery status is temporarily unavailable." I've emailed
      <*********@ccc.*******.***> twice to alert Pandora of the non-receipt. I received no response. I was also assigned two ticket numbers via the "Contact Us" chat on Pandora website. No response or resolution through either.

      These charms were supposed to be my mother in law's birthday present, November 15. Now, the present is late and I am disappointed in Pandora customer service.

      Business Response

      Date: 12/09/2022

      Business Response /* (1000, 5, 2022/11/15) */
      Hi Sara,
      Thank you for contacting Pandora Jewelry. We have received your BBB inquiry and would like to first apologize for the delay in your shipment. We will file a claim with UPS for you and you should receive your refund within 3-5 business days from today. Im sorry for the inconvenience and delay. Please let me know if you have any questions or concerns.
      Kind Regards,
      April

    • Initial Complaint

      Date:11/03/2022

      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.
      On 9/13/22 I purchased a ring from Pandora. It was not what I ordered and complete junk so I sent it back. Days later I didn't see a refund to my account so I filed a dispute with Pay Pal. On October 5th Pandora claimed they issued me a refund for everything but the shipping. Okay no problem. They said it may take up to 20 days for me to receive the refund. So they closed the dispute with Pal. Here it is 28 days later and no refund to my account. I called them to inquire about my refund and they said it was already processed and that I need to call Pay Pal. Pay Pal has no record of the refund.

      Business Response

      Date: 12/09/2022

      Business Response /* (1000, 7, 2022/11/14) */
      RE: We received a complaint # XXXXXXXX on your business
      External
      Inbox

      April ***** <**@pandora.net>
      Fri, Nov 11, 4:13 PM (3 days ago)
      to me, Siegfreid, Jennifer, Casey, Jamie, Tunde

      Good Morning Team,

      This has been resolved with the consumer.



      Kind Regards
      April *****
      Customer Experience Rep


      Business Response /* (1000, 8, 2022/11/11) */
      Hi Rebecca,
      Thank you for contacting Pandora. We have received your BBB Inquiry and we would like to apologize for the refund taking so long to process. We show in our records that the refund was fully processed on 11/5. Please confirm that this was resolved for you.
      Kind Regards,
      April


      Consumer Response /* (3000, 10, 2022/11/14) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Only the cost of shipping has been refunded to me, not the cost of the ring.


      Business Response /* (4000, 12, 2022/11/15) */
      Hi Rebecca,
      I do apologize for the delay. Our records had shown it processed but We submitted this again today and you will receive that refund within 3-5 business days.
      Sorry again for the inconvenience.
      Kind Regards,
      April

    • Initial Complaint

      Date:11/01/2022

      Type:Customer Service 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.
      On September 28, 2022, the store manager at Pandora in Chicago Ridge Mall Illinois had 2 security guards come to the store to escort me out, if I had not handed over my jewelry, they fixed for me free of charge because it was under warranty. The manager refused to give me the jewelry I also had cleaned here unless I had given them my bracelet/paid $35. I was on the phone with corporate (Angel) when this happened. Angel asked me to hand over my bracelet, go home and provide my receipt and email her with that information so they could try resolving this issue. As I was pulling out the mall parking lot another store manager (Jenn) called me to come in to pick up my jewelry. She apologized and stated their store receipt showed my bracelet was still under warranty and I did not owe $35. Not only have I sent several emails to Pandora Regarding this incident, but I have also spoken to Angel multiple times in which she stated someone from consumer affairs will be contacting me. I have yet to receive any type of resolution/phone for the embarrassment, miss treatment and disrespect that took place back on September 28, 2022.

      Business Response

      Date: 01/03/2023

      Business Response /* (1000, 7, 2022/11/14) */
      RE: We received a complaint # XXXXXXXX on your business
      External
      Inbox

      April ***** <**@pandora.net>
      Nov 11, 2022, 4:08 PM (3 days ago)
      to me, Siegfreid, Jennifer, Casey, Jamie, Tunde

      Good Morning Team,.

      This has been resolved for consumer.



      Kind Regards
      April *****
      Customer Experience Rep


      Business Response /* (1000, 8, 2022/11/11) */
      Hi Toni,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and would like to personally apologize for the service you have received from our store associates as well as our team regarding a response. We have reached out to the DM over this location and they seem to have been in contact with you regarding this and have also refunded the charge. Please let me know if this has not been resolved for you. Again I do apologize for the late response.
      Kind Regards,
      April


      Consumer Response /* (3000, 10, 2022/11/14) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      April, I'm not sure where you are getting your information. Nothing has happened other than what I emailed you regarding this whole incident. The simple fact that this happened way back on Sept 28 and no one from corporate office/DM contacted me like you stated they would the multiple times we spoke on the phone, shows that this company doesn't value its customers. A refund was issued for what? Maybe you have my case confused with someone else's. I had security called on me because the manager didn't believe me when I told her I didn't owe any money for them fixing my bracelet. Not only was this embarrassing to say the least, but if she had thoroughly looked at the store receipt she had, she would have seen that my bracelet was still under warranty, instead of calling police. Honestly I'm appalled at the lack of respect this company has shown. This whole experience has left a bad taste in my mouth and I seriously doubt if I'll ever
      Patronize your company ever again.


      Business Response /* (4000, 12, 2022/11/16) */
      Hi Toni,
      Thank you for your response. The refund i was referring as stated was for the charge they were charging you for repairing your item. We have reached out to the Customer manager over this location and they are telling us that the store is reaching out to you directly regarding your experience in store. If this has not happened please let me know and we will happily follow back up with them on this matter. Im very sorry for the experience you have received and apologize it has taken so long to have resolved for you.
      Kind Regards,
      April


      Consumer Response /* (4200, 14, 2022/11/16) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      April, Chicago Ridge Mall has not contacted me other than Jennifer whom I mentioned in the original email text I sent way back in Sept! The manager who called police on me has NOT reached out at all or even apologized for her error, and for calling security as if I was a threat. At this point I give up! This company has proven they could care less about paying consumers and at this point, I have decided not to spend another dime in a company who doesn't value, respect or care for its consumers. You have apologized multiple times now YET the person who was in the wrong has not contacted me nor has corporate management called to offer any type of resolution. I give up! This all has fell in death ears! Very unfortunate because not only did I like Pandora line but I've spent thousands with this company only to be treated less than valuable.


      Business Response /* (4000, 20, 2022/12/19) */
      Hi Toni,
      Thank you for contacting Pandora We have received your response and apologize you have not received a call from this location. We will be reaching out again to make sure you receive a call directly. We do sincerely apologize again and value you as a consumer. We would like to offer you a 75.00 gift card for your inconvenience.
      Kind Regards,
      Customer Experience

    • Initial Complaint

      Date:10/23/2022

      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.
      Purchased a ring for my wife, saw that it was the wrong size, tried to cancel or change order right away, wouldn't let me. Tried to contact customer service, automated chat said to just return it when I Received it. Ordered the correct size, waited. Both came in a week or two later, tried to email asking how to return the one wrong size, because was always busy during the limited phone hours. Finally called a day I had off, they said sorry its ONE DAY out of the 30 days of return. Said they could offer a gift card. Asked to speak to a manager, got disconnected. Calles back, asked if I could get it escalated, asked for a name and case number. (Victoria, case number XXXXXXX) They said they would look into it, worst case could always take the gift card. and call back or email back. Couple weeks went by. Called AGAIN. Was told sorry I was informed wrong, there are no gift cards or refunds available at all, after 30 days. I said again had I known that from the first call or before trying to return it from email I'd have been fine but now I've been strung along two months... and LIED to from two people, and NOT ONE call or email back. Nearly completely denied me a supervisor, said I'd have to wait to the next day to get a call back. New case number XXXXXXXX. This was weeks ago again now. I'm so done with being lied to and no one calling back. I have order numbers too. It's a bad refund policy but even WORSE attempt to ignore EVERYONE with a problem and just wait them out.

      Business Response

      Date: 11/11/2022

      Business Response /* (1000, 7, 2022/10/31) */
      Hi Randall,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and will be happy to help. I have reached out to our Online escalation team, and they are in the process of assisting you with the full refund on your item as a onetime courtesy. Please let me know if you need any further assistance.
      Kind Regards,
      April

    • Initial Complaint

      Date:10/20/2022

      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've had so many broken pieces over the years. There are too many now find, but with each one I notified Pandora. My daughter has had about 6 broken rings (stones missing) or the ring literally just splits in half. I've had stones fall out of my charms and Pandora has always given me a hard time.

      Business Response

      Date: 10/24/2022

      Business Response /* (1000, 5, 2022/10/24) */
      Hi Diane,
      Thank you for contacting Pandora. We have received your BBB Inquiry.
      Im sorry for the delay in response. We are still waiting for you to supply the item number in which you have that is damaged. I have sent you another email from **********@*******.***. If you could reply we will be happy to get this resolved for you.
      Kind Regards,
      April


      Consumer Response /* (3000, 7, 2022/10/24) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Pandora just sent me a follow-up today, after I submitted another "help" request a few days ago and then reported them to the BBB. Sent 4 prior emails with no response prior to today.


      Business Response /* (1000, 11, 2022/11/03) */
      Hi *****,
      All of the items submitted in your claim have been discontinued and are no longer available. We can offer a One time courtesy on 2 of the items. Please let me know which 2 items you would like to have replaced. Once this is provided we will issue a e-gift card for the value of the 2 items. We will also issue a shipping label to return the 2 items.
      Kind regards,
      *****


      Consumer Response /* (2000, 13, 2022/11/04) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I am still update but accept the outcome. Pandora is only allowing me to replace 2 items and the not the 3. I will not be fully happy until I receive my replaceable items. I sent the 2 replaceable items to Pandora on 11/4/2022.

      Consumer Response /* (3000, 19, 2022/12/02) */
      ***Document Attached***
      BBB CASE#: XXXXXXXX
      The previous complaint, case # noted above still is outstanding. I was informed that I could pick 2 other items because the items that I needed replaced were no longer in stock. I picked these items and then received another email stating the replacement items are not the items that I wanted to replace. They informed me to pick any other two items. I need to get this resolved. This has taken up so much of my time. Pandora does not stand by their products. I've noted this in my previous complaint that so many of our pieces of jewelry from Pandora have broken and I have had return issues. I will no longer buy from them, and it is a disappointment for me to say this. Thank you.


      Business Response /* (4000, 21, 2022/12/07) */
      Hi Diane,
      We would need to know which of the 2 items that are damaged that you would like to have replaced. I understand that you are supplying replacement items however that is not how our process works. Please supply which 2 items that are damaged you would like to have to have replaced and we can either exchange for the same item if it is available or we will issue you a e-gift card for the value of the items in which you can use in tore or online to make a new purchase.
      Kind Regards,
      Customer Service Team


      Consumer Response /* (4200, 23, 2022/12/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I sent another email to Pandora. I have attached it. They keep asking me the same questions over and over. This has taken up so much of my time. I just don't understand why they do not either replace my items with the items that I selected or send me a gift card. I really should be arguing for them to replace all 4 of my broken items.


      Business Response /* (4000, 25, 2022/12/09) */
      Good Evening Diane,
      We have chosen 2 of your damaged items to replace. I have sent you an email directly from Pandora. Please print out the shipping label and only return the 2 items approved to be sent back and once we receive them we will issue you a e-gift card for the value of the 2 items which is 165.00.
      Kind Regards,
      April

    • Initial Complaint

      Date:10/18/2022

      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.
      On November 22, 2021, I purchased approximately $4000 in pandora jewelry. The purchase was for an insurance claim and I ended up having to return the entire order. I have only received partial refund. I would like to receive the remainder of my refund as well as the interest rate for the credit card I used and a credit for the inconvenience this has caused. I have tried calling several times and filed a case with pandora and still have yet to hear from anyome. As a loyal customer, this is completely unacceptable.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/24) */
      Hi Adriana,
      Thank you for contacting Pandora. We have received your BBB Inquiry. We do apologize you have not received your full refund. After reviewing your order, it shows the remaining 662.50 was refunded in Aug 2022. If you do not see this refund you will need to reach out to our online team directly at XXX-XXX-XXXX or contact your bank to see why this did not process on their end. I'm sorry again for the delay in response and processing your full refund.
      Kind Regards,
      April

    • Initial Complaint

      Date:09/30/2022

      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 online order at Pandora.com When I received my order, I realized I got ALL the incorrect items shipped to me. I ordered a pandora moments heart clasp snake chain bracelet & instead received a bangle, also ordered a Lilo & stitch charm & instead got an infinity heart dangle charm with the purchase of my order I got a free clip charm which I DID NOT receive. When I contacted customer service, they informed me I had to ship the items back in order to get a full refund. I asked if they could reship the correct items and they told me I would not be receiving my free item that I had on my original order. This is so frustrating because they got my entire order wrong, and it was a huge inconvenience for me!

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 5, 2022/10/04) */
      Hi Sandy,
      Thank you for contacting Pandora Jewelry. We have received your BBB Inquiry and will be happy to assist. I see we have the online team working on this for you. We have created a case and you should receive an email directly from us on how to get this resolved for you.
      Kind Regards,
      April

    Pandora Jewelry LLC is NOT a BBB Accredited Business.

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