Business Profile

Jewelry Stores

Pandora Jewelry LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/03/2025
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.
I ordered a ring from pandora on December 2 this is the order number: #PND24037428 the first order was lost so I was offered a refund or a reshipment, and I took the reshipment which was given on December 8. Later on, I wanted to return this item and before I did I contacted pandora customer support and asked if I would get a refund to my payment method if I did return it. I was told I would so I started the return process. I went in store for my first return attempt and was told I would have to return it through mail because it was a reship which did not make sense to me but okay I returned it through mail. I contacted pandora today and was told I could not receive a refund because my item was FINAL SALE, but as a one time courtesy I can get a giftcard. I was shocked at the scamming behavior of this company. When I purchased the ring it was never marked FINAL SALE it was just on sale. I talked to two customer service representatives online who told me I could return it for a refund to my original payment method, but for some odd reason they did not know my item was FINAL SALE? Well that's because it was never FINAL SALE to begin with. Even when I went in store to return the ring I was not told my item was FINAL SALE. I checked the transcript that I downloaded from the live chat to verify that I was told I could receive a refund the agent that I spoke to today also confirmed I was told that. I even went to check my browsing history and if you check the ring on their site it says FINAL SALE now but when I looked at my browsing history it did not say FINAL SALE around the time I bought it. I have come to BBB to get a FULL REFUND before I just dispute this absurdity with my bank.
Business Response
Date: 01/13/2025
We have emailed the customer to inform them that we have issued a refund as a one-time courtesy and clarified that final sale items are typically non-refundable and non-exchangeable.
Initial Complaint
Date:01/03/2025
Type:Delivery Issues
Status:
UnansweredMore 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.
They promised delivery by Christmas Eve which is why I ordered from this company. They then pulled a bait and switch and took my money while delivering the product after Christmas. They offered no remedy for this issue and clearly lied about the delivery time in order to make a sale.
Initial Complaint
Date:01/03/2025
Type:Billing Issues
Status:
UnansweredMore 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.
Requesting consideration for eligibility for the current online promotion, despite having made two separate purchases instead of one. Due to an issue with the website, I was unable to complete my intended purchase in a single transaction. Here are the details of my purchases: Order 1: PND24343917 placed on 12/10/2024 Order 2: PND24343668 placed on 12/10/2024 I encountered technical issues during the checkout process, which resulted in the necessity to split my purchase into two separate transactions within minutes of each other. I have otherwise met all the promotion criteria i sent an email to their customer service last dec 15 but no one responded
Initial Complaint
Date:01/03/2025
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.
I bought a ring from Pandora for my daughter. They were supposed to have it delivered by ****** It never got delivered. My daughter did not get the ring
Customer Answer
Date: 01/06/2025
I don't have the receipt they didn't give me a receipt
Customer Answer
Date: 01/06/2025
They didn't give me a receipt
Customer Answer
Date: 01/06/2025
This is the only receipt I have I want a replacement ring and I want my money back
Customer Answer
Date: 01/06/2025
I want a free replacement ring and I want my money back a full refund
Customer Answer
Date: 01/06/2025
I want a replacement ring and I want my money back a full refund
Business Response
Date: 01/08/2025
Hello ******,

Thank you for contacting Pandora Jewelry. We received your complaint via Better Business Bureau. We sincerely apologize for the inconvenience caused by the non-receipt of your ring. We understand how frustrating this must be, and we truly appreciate your patience.

We want to let you know that a replacement ring has been reshipped to you via ****** The tracking number for your shipment is ************, and it is out for delivery today.

We hope this resolves the issue promptly, and we thank you again for your understanding. Should you have any further questions or concerns, please do not hesitate to reach out to us.
Thank you for choosing PANDORA!

Kind Regards,
******
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 01/08/2025

Complaint: 22759064

I am rejecting this response because:

Sincerely,

****** *********
Customer Answer
Date: 01/09/2025
Because there not helping me
Customer Answer
Date: 01/09/2025

Complaint: 22759064

I am rejecting this response because:

Sincerely,

****** ********* because it took so long for my daughter to get the ring I want my money back $66.78
Business Response
Date: 01/13/2025
Hello ******,

Thank you for contacting Pandora Jewelry. We sincerely apologize for the inconvenience you experienced with your order. We want to let you know that the reshipment of your item was successfully delivered on Wednesday, January 8, 2025, at 5:31 PM.

As per our policy, we are unable to process a refund without the return of the ring. However, as a gesture of goodwill and to make up for the inconvenience, we would be happy to offer you a $10 e-gift card that you can use on a future purchase.
Card Number 6003921592432211
Pin ****
Status Activated
Card Activation Date Jan 13, 2025
Please let us know if you have any further questions or concerns.

Thank you for your understanding and patience.

Kind Regards,

******
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 01/13/2025

Complaint: 22759064

I am rejecting this response because:

Sincerely,

****** ********* I want my money back
Initial Complaint
Date:01/02/2025
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 purchased a pair of earrings in November 2023 and one of the stones fell out. After several attempts of trying to contact customer service to request a replacement, I went to the local store. I was put in contact with someone and given a case number. I received a response which instructed me to send them the defective earrings and they would send me a gift card for $60 since they no longer had the earrings in stock. I returned the earrings, and, after several emails, they provided me with the gift card information. When I tried to use the gift card online, I received a message that there was a zero balance on the card. Again, I contacted them several times with no response. Now I am without the original earrings and no refund/exchange.
Customer Answer
Date: 01/06/2025
I have attached the email correspondences with Pandora since August 6, 2024.
Business Response
Date: 01/08/2025
Hello *******,

Thank you for contacting Pandora Jewelry. We received your complaint via Better Business Bureau. Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced regarding the gift card and the overall situation. We understand how frustrating this must have been and truly appreciate your patience as we worked to resolve it.

We are pleased to inform you that the issue with your gift card balance has now been fully resolved. We have issued a new gift card for $60, and you should be able to use it without any further issues.

Again, we apologize for the frustration this caused and thank you for your understanding. If you have any other questions or concerns, please do not hesitate to reach out. We value your feedback and are committed to ensuring a better experience moving forward.

Card Number: 6003927156411263
Pin Number: 1370
Status: Activated 01/08/2025

Thank you for choosing PANDORA!

Kind Regards,
******
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 01/13/2025
Yes, this matter has been resolved. They sent communication to me which included an apology and a new gift card. I used the gift card and my purchase was successful. Thank you for your assistance in resolving this matter.
Initial Complaint
Date:01/02/2025
Type:Sales and Advertising 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 recently purchased a Pandora charm based on THE PICTURE that was provided. It was FINAL SALE from $60 i paid $17.98!I immediately hit pay and i was good to go!I received my charm but it WAS NOT the picture that i purchased. I looked at my ofer form and it shows a clmpletely different picture BUT DESCRIPTION was what was given to me. When i looked up product number from MY ORDER FORM it says it doesnt ******** i look up on pandora site where i made original purchase, and the pictured charm i thought i purchased, WAS BACK REGULAR PRICE. Now Pandoras telling me i should have read the description. How does that make sense when the DESCRIPTION isnt the picture? How am i supposed to know which is the right jnformation or not? Is the picture right? Is the description right? Loke ***? And who goes on Pandora website TO READ how something would LOOK on your bracelet? On top of that they WONT just give me what i paid for they said they would refund me and i would have to purchase the charm I wanted and pay $60. Are you kidding me? I feel they falsly advertised ON PURPOSE TWO separate items and then extorted me for more money. Ugh i have pictures and emails NOBODY has emailed me at all. Please note: i ordered Dec 15 received it a few days ago so i can have it BEFORE CHRISTMAS, and even if i did order it wouldnt be here in time.
Business Response
Date: 01/09/2025
We have emailed the customer to apologize for the experience she has had regarding this issue. As a resolution, we offered to send an e-gift card for the original price of the charm, not the sale price, so she can still purchase an item now that the sale has ended and the charm is no longer available. We also explained that when items sell out, it is beyond our control to stop it or ensure the item can still be sent.
Initial Complaint
Date:12/31/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 20, 2024 I bought two rings for my wife in Size 8. Unfortunately, my wife is size 7 so they fit too lose. On December 30, 2024 I went to the Pandora store in **************** they said that they are not able to exchange them because I had already exchanged these rings according to the system and this can only be done once. I definitely have NOT returned or exchanged these rings never, ever. The Sales Lead in the store said she could not do it, and that I needed to talk to one of the other two managers but they are BOTH out for an undetermined time and dont know when they will return. They want me to go back in a couple of weeks to see if someone can help me. This is not acceptable for me. I need these rings exchanged for the right size asap. Thanks.
Customer Answer
Date: 01/06/2025
My issue had been resolved to my satisfaction. I went to the store and a different manager was creative enough to help me do the exchange. Kudos to ****** for her competency. They definitely need to provide more training to their employees. Thanks.
Initial Complaint
Date:12/27/2024
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.
Case Number ******** I did an online purchase with in-store pick up. I pick my order at the ******** location.When i got there i told the gentleman that assist me that someone else in my family already bought that item so I need to change it for a different charm. He say he can not do an even exchange the same day, I would have to cancel and buy the items I want since there is a 3 day waiting period for exchange. And if I return it I will not get the sale.He recommended i wait 3 days and then bring it back for am exchange.Waited the 3 days like i was informed went to a different pendora for an exchange i was told the sale price will not be honored and I would have to pay the difference for the new item. I requested my money back and I was told since I don't have the physical card they can't help me to go back to the store where I pick up my item.I went back to Aventura they would not ****** the price or refund my money and told me to contact customer service as it's an online items and I would need to mail it back. I was not given a box nor a return label. Which i explain to the store, there response was well we can't help you.I tried calling the number they gave me, and waited on hold for over an 1 hour before giving up on 3 different days. I have wasted several hours of my time on hold and driving to your store to get a resolution with no luck.I am very disappointed, and expected way better customer care. All i want to do is get my money back, so I won't have to deal with your company again. This will be my last attempt before I call my credit card and disputes the charges. As I email the company with no response.Airplane, **************** Dangle Charm $52.50 Item Number: 799435C01 Size: one size Color: Pink Metal Color: Sterling silver Quantity: 1.00 Original Unit Price: $75.00
Business Response
Date: 01/13/2025
We have emailed the customer to apologize for the inconvenience and the runaround they experienced while trying to exchange their item. In the email, we explained that orders purchased online cannot be exchanged in-store and can only be returned online. Additionally, we provided the customer with a return shipping label to facilitate the return, allowing them to receive a refund once the item is returned.
Initial Complaint
Date:12/20/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct 23, I contacted Pandora because a ring I bought (Disney Villains Evil Queen **** Item # ******C01) gem fell off a week after I purchased it.I contacted Pandora and they sent me a return label on Nov 7. The case number that was given to me was Case ********.I then took the ring and the return label, and shipped it back to Pandora for a replacement.On 12/2, I received the replacement and it was very damaged. It was bent to the side with the main gemstone off. I had not even removed it from the small bag it came in.On 12/5 I talked to a customer service agent over chat and they did offer me a refund. And they emailed me a email to reply to, and I did.On 12/12, still have no response.On 12/13, I still have no response and I ask them for updates.on 12/19, I still have no response and I go to their chat feature and I am told to call ************, and a new case number ********.I am getting tired in going around in circles and I decided to just file a complaint. I have attached all the email communications and the pictures I had sent to them as evidence. At this time, I just want a refund and not a replacement.
Business Response
Date: 01/02/2025
Hello *******,

Thank you for contacting Pandora Jewelry. We received your complaint made via Better Business Bureau. Thank you for sharing your feedback with us. We are truly sorry to hear about the condition in which you received your replacement ring and deeply apologize for the delay in our response. We understand how frustrating this experience must have been, and we sincerely regret any inconvenience caused.

To resolve this matter as quickly as possible, we are providing a new return label for you to mail the damaged replacement back to us. Once we receive the item, we will issue an e-gift card for $120 USD. This amount includes $95 for the value of the ring, plus an additional $25 to compensate for the inconvenience youve experienced.

We value your business and are committed to ensuring your satisfaction. Please dont hesitate to reach out with any further questions or concerns. We truly appreciate your understanding and patience as we work to make this right.
Thank you for choosing PANDORA!

Kind Regards,

******
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 01/07/2025
Hi,
I feel like it got resolved but they did state they were going to send my a return label for the product but I have still have not received that.
Customer Answer
Date: 01/07/2025
Hi there,
I apologize I did receive the label to return. Thank you for making this easy to resolve.
Customer Answer
Date: 02/10/2025
Good Afternoon,
I had closed this case because Pandora had email me on Jan 2 with the a return label and a statement saying they would send me a e-gift card. The ring was returned, attached when it was delivered and I have yet to receive the gift card. I have not heard back from Pandora and I would like to reopen the case if need be.
Business Response
Date: 02/11/2025
The gift card has been sent to the customer. The case timed out due to inactivity from the customer as the return label was sent on 1/2/2025 and item not received at the warehouse until 1/22/2025.
Customer Answer
Date: 02/11/2025
Good Morning,

As of today, they have sent the gift card to me.
This process was long but I am glad that BBB speed it up a bit. Thank you so much!
This case was resolved by them sending me a e gift card that contained the refund of the product.
Initial Complaint
Date:12/19/2024
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 of a bracelet and three charms for my cousin (who lives in the state of **********) as a surprise birthday gift on ********. The total of my order was a little under $250.00. With the purchase I was yo receive a free gift, which was the Celestial Heart Clasp Bangle ($85.00). Unfortunately I am a working woman who doesn't get off work until late in the evening. I go to pick my gift up today 12/18/24 and was told by the young lady in the store my gift was canceled. I wasn't aware that I had 24 to 72 hrs to pick it up. Heres the thing there was no way to split the shipment, the birthday gift goes to ********** and yhe free gift be shipped to me in ********. So the young lady in the Pandora store gave me customer service number to call and see if I can still get my free gift. I have literally been on hold for 51 minutes and 33 seconds and counting. I chatted with a young lady online that simply told me in so many words, "too bad you should have picked the item up on time." I'm thoroughly disappointed in Pandora, the amount of money I have spent with them over the past 11yrs and to receive this slap in the face. All I wanted was my free gift and all I have been offered is a h*** no, try again.
Business Response
Date: 01/02/2025
We have apologized to the customer for this issue and, as a courtesy, emailed them an e-gift card for the value of the free item, as it is now out of stock.

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Pandora Jewelry LLC is NOT a BBB Accredited Business.