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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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    Customer Complaints Summary

    • 218 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:12/19/2024

      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.
      I received an email offer from Pandora to purchase $140 worth of merchandise and receive a free bracelet valued at $90. I placed the online order and received confirmation from my credit card. However, an hour later I received an alert saying the entire order has been cancelled, with exception of 1 item. I contacted customer service and the representative told me that I could not speak with a supervisor and there was nothing I can do. She told me to go back online and make the purchase again to receive the items and that my card would be refunded within 7 days. This is fraud and false advertising. I don't have additional funds to make a new order, nor the time due to it being Christmas gift for my children

      Business Response

      Date: 01/08/2025

      We have apologized to the customer for the cancellation of their items and explained that once items are cancelled we cannot offer to reship because a refund is automatically processed. We have sent the customer a 15% discount code and an e-gift card for the amount of the free item they were supposed to receieve as a courtesy. 

    • Initial Complaint

      Date:12/19/2024

      Type:Sales and Advertising 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 12/17/24 I made an online purchase. Pandora had a promotion that you get a free bracelet when making a purchase of $135+, which I met the requirement. Pandora also gave me a 15% off birthday reward. I applied the reward, my cart still said that I would get the free bracelet. After submitting the order, my cart was then adjusted and bracelet removed. I chatted with a customer service *****, that apologized and stated I will receive a gift card for $85 for the inconvenience within the hour. Four hours later I noticed I never received the gift card. I chatted again. The second ***** stated that they could see that eight card was approved but it can sometimes take a few days to receive the email. I save both transcripts. On 12/18/24 I received an email stating that my total was reduced below the requirement after applying the birthday reward they provided me. Therefore giving 15% off coupon. I chatted again. The ***** told first told me I will get the gift card in a few days, then came back to say it was denied and they will not honor what the prior *****s promised me. No where did it say if I use the birthday reward I would not get the bracelet. Non of the customer service *****s advised me of this either. Now it is too late to adjust the order. The ***** stated I can return and repurchase, but of course the promotion is ending. Not to mention extremely inconvienent to me. I have never seen a business that offers you something and take it back. Very distasteful and poor customer service.

      Business Response

      Date: 12/19/2024

      Hello LaReca, 

      Thank you for contacting Pandora Jewelry. We have received your complaint via Better Business Bureau. 
      We sincerely apologize for any confusion regarding the resolution of your case. We truly value your feedback and appreciate the opportunity to address your concerns.
      After reviewing your situation, we would like to clarify that the minimum spend requirement must be met after any discounts have been applied. We understand this may have caused some misunderstanding, and we apologize for any inconvenience this has caused.
      However, as the gift card was already promised to you, we would like to honor our commitment. As a one-time courtesy, we will provide you with an $85 gift card, which can be found below:

       
      Card Number 6003920740752063
      Pin ****
      Status Activated 12/19/2024
      This gift card may be used at any US Pandora store or on our website ***************************

      We appreciate your understanding in this matter, and we hope this gesture helps resolve your concern. If you have any further questions or need assistance, please don't hesitate to reach out.
      Thank you for your continued support, and we look forward to serving you.
      Thank you for choosing PANDORA!

      Kind Regards,
      ******
      Customer Experience Department
      PANDORA Jewelry Americas 

    • Initial Complaint

      Date:12/18/2024

      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 01/25/24 I purchased a Red ************* Murano Glass Dangle Charm. Last week my wife noticed that the Red Heart had fallen off the charm. I contacted the seller this morning and chatted with a representative named *******. After several attempts he said he could not find my order number and to email my documentation to Pandora. He also told me to call ************ which I did several times but was never connected with a representative. There is a one year warranty on the charms so I am anxious to get this resolved before it expires.

      Business Response

      Date: 12/30/2024

      Hi ******,

      Thank you for contacting PANDORA Jewelry. We have received your complaint via Better Business Bureau. We are very sorry for the delay in processing your warranty claim. 
      We are pleased to help with the process of your replacement of item number - #******C01
      Please note: The replacement will be issued only after the return of your item(s) using the provided *** label. We have requested expedited shipping for this replacement charm.
       
      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 

      Business Response

      Date: 01/02/2025

      The return label was attached to the original email sent to the customer.

    • Initial Complaint

      Date:12/16/2024

      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 very disappointed in pandora. I started buying from them about two years ago, so I am relatively new customer. I purchase birthday gifts for my daughter. (Her birthday is Christmas Eve). Last year on ************ I purchased her the firefly charm among other things. Within a year the stone in the firefly fell out. For her birthday I asked to get her bracelet cleaned. I took her bracelet and noticed the stone was gone. She said it had fallen out while ago. I asked Pandora if they could fix it and since it was now Dec and I had purchased in Nov they would not replace the stone but stated I could rebuy it and I would need all the parts. Ridiculous for a know issue this piece. My daughters boyfriend also purchased her a promise ring from Pandora and it didnt fit her. Within 30 days I took it back for her to exchange for a new size since he had purchased a size too big. They stated they would not exchange because it appeared to be worn. I told them she tried to wear it for a day but it was too big. They said I would have to call and fill out a form to request an approval to exchange. Her boyfriend was pretty upset too. The customer service here is just so poor. Im really disappointed

      Business Response

      Date: 01/17/2025

      Hello *******,

      Thank you for contacting Pandora Jewelry. We've received your complaint via Better Business Bureau. 
      We want to sincerely apologize for the inconvenience you've experienced with your jewelry. We completely understand how disappointing it must be when items don't meet expectations, especially when they hold special meaning like a promise ring and a cherished charm. Please know that we are committed to making this right for you.
      As a one-time courtesy, we would like to offer you a replacement of both the promise ring and the firefly charm. To proceed with this, could you kindly provide us with photos of the items in question, as well as your full shipping address? Once we have these details, we will provide you with a Pre-paid Return Label for you to send them to us for replacement.
      Again, we apologize for the trouble this has caused, and we truly appreciate your understanding. We are eager to resolve this for you and ensure youre completely satisfied.
      Thank you for your patience, and we look forward to hearing from you soon.
      Thank you for choosing PANDORA!

      Kind Regards,
      ******
      Customer Experience Department
      PANDORA Jewelry Americas 

    • Initial Complaint

      Date:12/16/2024

      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.
      Purchase a couple of items from Pandora for my wife and product is completely ruined. Went numerous time bought more cleaning products for it as the claim will fix it and no it just made worst.

      Customer Answer

      Date: 12/17/2024

      Prodigals tarnish for the amount of money that we spent on this product and them to guaranteed that the product won’t get bad like it did and then for us to take it to the jewelry shop, then clean it and for them to look at until there’s nothing that they can do after we spent over $400 on their product Well the clarification do we need. I refuse to acknowledge it. They refuse to take accountability for it and it’s like oh OK here just spent another $95 on the charm here just spent another hundred dollars on a bracelet. That’s not customer service.

      Business Response

      Date: 01/02/2025

      We have apologized to the customer for this issue, offered to replace four of their items as a one-time courtesy, and clarified that tarnishing is not covered under our warranty.

      Customer Answer

      Date: 01/02/2025

       

      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,



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

      Customer Answer

      Date: 01/02/2025

      So there going to replace 4 items I will accept that. How will this take place

    • Initial Complaint

      Date:12/16/2024

      Type:Billing 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.
      Transaction date, 11 3024 fraudulent order was placed on my account use my credit card. I contacted Pandora several times to let them know this. I asked him to stop the shipment to cancel the order to reroute the shipment. I even offered to have a ride it to my house and I would return it. Needless to say nothing was done, and I received a confirmation that the thief was successful and received his product I even got approved for delivery with a picture from ***. I asked him to contact *** and have them sub the shipment because *** would not let me do it since I was not the shipper I was ignored and they basically told me just to deal with my bank. Total value was $270 plus expedited shipping drove my account negative. I had several damages to catch up on bills Pandora did not hear at all that you said who cares your bank will refund you. I asked to have somebody contact me. I have yet to hear from anybody. They had told me there was notes on my order and that should be good enough.

      Business Response

      Date: 01/02/2025

      We sincerely apologize for the experience youve had regarding this fraudulent order. Typically, once an order is placed and shipped, address changes cannot be made, though we do our best to intercept orders when possible. Unfortunately, there are instances where *** is unable to catch the package in time, and it is delivered.

      Since the order has now been delivered, we recommend reaching out to your bank to initiate a dispute. This will allow the refund process to be handled promptly through their channels. We apologize for any inconvenience this may have caused, if you need further assistance, please dont hesitate to reach out.




      Customer Answer

      Date: 01/02/2025

       
      Complaint: 22691403

      I am rejecting this response because: This is the generic response I received from the Chat line and the **** which tells me Pandora is not taking this complaint serious, we have reached out to our back. What I am asking is for monetary response from Pandora, because we contacted within seconds of receipt of order confirmation, therefore had not shipped yet and we were also told that the shipement was stopped which was a lie!!!

      Sincerely,

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

      Customer Answer

      Date: 01/06/2025

      Have not heard back from Pandora

    • Initial Complaint

      Date:12/05/2024

      Type:Sales and Advertising 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 today that included a gift. I was able to select the gold bracelet with a size of 6.7. When the order was paid I received and email with confirmation that didnt include the gift. I called and escalated the call and spoke to Junior employee number ***** and he advised me there was a discount on the order that removed the gift after it processed. I advised I didnt add any discount. The supervisor advised me that the system will process the order with the gift but remove it once payment is processed once the system recognizes it isnt eligible. I advised that is FRAUD. If Im seeing all the items at check out and then pay then your system removed the item without warning or advising me there is an issue that is fraud. Im believing Im going to get what the checkout is advising and if other wise its FRAUD. I would like my gift to be honored and sent. I will escalate this with my bank for fraud if this is not rectified. Also the supervisor was on the call mocking my accent and not making any sense. I would like the call listened to and a callback

      Business Response

      Date: 12/12/2024

      We sincerely apologize for the inconvenience regarding your order and the removal of your bracelet. A discount was applied to your order because you created an account, but unfortunately, this caused the bracelet to be removed as it did not qualify for the discount. We also apologize for the service you received from our customer service team and want to assure you that we are taking steps to ensure this does not happen again.

      On December 5th, we issued an e-gift card for the value of the bracelet so that you can repurchase the item or select another item of your choice. If you have any further questions or need assistance, please dont hesitate to reach out to us.

    • Initial Complaint

      Date:12/05/2024

      Type:Sales and Advertising 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 11/15/24, I made a purchase of $337.82 at the store located at *****************************************************************************************. My total purchase was $337.82; on 12/3 I received an email sharing 50% off statewide Cyber Monday; immediately called the store in which they responded they wld not make adjustment, proceeded to call Consumer Affairs and was advised they *** reach out to Ops manager for a refund and wld follow up with me; had not heard anything back, so called again this morning and was advised I could have returned and repurchased, but that was not shared with me previously and now the sale has ended; I was told by by ******* and her manager ***** (both of which are in Consumer Affairs); they wld not review refund further. The difference in price is approximately $60 plus dollars

      Business Response

      Date: 12/09/2024

      Hello *****,
       
      Thank you for contacting Pandora Jewelry.

      We have received your complaint through the Better Business Bureau, and we sincerely apologize for any inconvenience you have encountered during this process.
       
      Regrettably, as per our policy, price adjustments cannot be applied to items purchased before any promotions are announced. Since your items were purchased on November 15th and the 50% off Black Friday sale began on November 29th, the items purchased on November 15th are ineligible for this promotion, as the sale began two weeks after your purchase.

      We truly value you as a customer and appreciate your understanding. As a gesture of goodwill, we would like to offer you a 20% discount code for a future online purchase.
       
      If you would like to receive the discount code, please reply to this email, and it will be sent to you within 24 hours of your response.
       
      Thank you for your continued support and understanding.
      Thank you for choosing PANDORA!

      Kind Regards,
      ******
      Customer Experience Department
      PANDORA Jewelry Americas 

    • Initial Complaint

      Date:12/03/2024

      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.
      Order # ***********

      On November 20th, I purchased this item online and chose size 1 for pickup at a nearby store. I arrive to pick it up on the store only to find out it’s too small and I needed a size 2. I inform the sales representative and he said it’s final sale let me ask a manager. The manager, never approached me, never made eye contact and simple said “It’s final sale, nothing we can do, it is what it is”.

      The sales rep provided me a customer service number to call for a resolution, he assured me they would be able to help. The number provided was ###-###-#### and to my surprise it had prompts but after you select an option it’s dead air. I googled the number to Pandora and called ###-###-#### and spoke to a representative who provided me a case #******** and said she cannot do anything except provide me a discount code for a future purchase!

      I completely understand its final sale and I am not asking for a refund, but if the item doesn’t fit it should be available to exchange for a bigger size. The online size description is inaccurate. No one has compassion or empathy in this situation! I genuinely feel I donated my hard earned money to Pandora! The item is smaller than usual compared to my other three bracelets, please see the attached photos.

      I am hoping you would be available to assist me.

      I have emailed the Pandora team on Nov 22, 2024 and no response yet.

      Business Response

      Date: 12/30/2024

      Hello ******, 

      Thank you for contacting ******* Jewelry. We are responding to your complaint made via Better Business Bureau. 
      We are truly sorry for any frustration this situation has caused you. We completely understand how disappointing it can be when an item doesn’t meet expectations, and we sincerely apologize for any inconvenience this may have caused.
      While our policy does state that bangle sales are final, we want to do our best to make this right for you. Although we no longer have the bangle available for exchange, we’d like to offer you a one-time courtesy of a $35 e-gift card to use toward a future purchase with us.
      If you'd like to proceed, please feel free to send the bangle back to us, and once we receive it, we’ll issue the e-gift card as a gesture of our appreciation for your understanding.
      We truly value your business and hope this solution is helpful. If you have any questions or need assistance with the return process, please don’t hesitate to reach out. We’re here to help!
      Thank you for choosing *******!

      Kind Regards,

      ******
      Customer Experience Department
      ******* Jewelry Americas 

      Customer Answer

      Date: 01/02/2025



      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.  I will return the item for an e-gift card as advised. 



      Sincerely,



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

    • Initial Complaint

      Date:12/03/2024

      Type:Product Issues
      Status:
      Unanswered
      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 PNDCA02561880 on 11/20/2024, I received the wrong size fo rSparkling Pink Bow Ring that's out of stock in-store and online. I brought it up to a live agent and was told I would receive a 10% coupon, why would I spend more money as opposed to rectifying the situation at hand? This was purchased as a gift. I ordered a 4.5 and I received a 5. It seems a bit money-hungry opposed to an actual resolution. Not to mention the FINAL SALE - Domed Golden Heart Ring has turned my finger green, Pandora has gone downhill and all they have to offer is a 10% discount you can already get or a gift card. I would like my money returned how it was paid.

      Customer Answer

      Date: 12/03/2024

      Pandora sent me an email to repurchase the ring, despite sending me the incorrect size and despite the ring being OUT OF STOCK. 

    Pandora Jewelry LLC is NOT a BBB Accredited Business.

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