Complaints

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

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  Pandora Jewelry LLC

  250 W Pratt Street Baltimore, MD 21201

• 

  Pandora Jewelry LLC

  250 Granite St Braintree, MA 02184-2804

• 

  Pandora Jewelry LLC

  1701 Sunrise Highway South Shore Mall Bay Shore, NY 11706-6091

• 

  Pandora Jewelry LLC

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

• 

  Pandora Jewelry LLC

  1080 N Bridge St Chillicothe, OH 45601-1789

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:10/10/2024

  Type:Sales and Advertising 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.

  Pandora online website is convoluted and does not clearly state only one promotional offer is allowed per purchase. It does not also show you that once you complete your order that it is taken out a promotional offer. Additionally, it does not give you the option to choose which promotional offer you would prefer to give you a choice if only one offer is allowed. Misleading the customer to believe they are getting what they think they are ordering Additionally, I ordered engraved items. They were done correctly, but they were not as advertised as you could not see the inscription well and it was not centered correctly.They will not refund my money, even though it was their error and advertisement Where they are also not willing to swap the offer that chose to give me over the free bracelet promotion so that I could put these charms on. I want a full refund of these items.I have been complaining to them well within 30 days of the order and the complaints started on September 11 was my first inquiry letting them know that it was not home to review the order and then on September 20. I contacted them via telephone and was told a supervisor would call me back Without a response, I followed up with an email on September 22 and another email on October 3 or without a response and I contacted them again today I finally reached a supervisor and was told they could not honor the bracelet even though I was willing to give up the 10% promotion that kicked out the free bracelet offer and they could not offer me a full refund In reviewing their reviews, I am not the only person that has had this issue. Several people have the same complaint that their website is not clear and does not allow you to pick your promotions.But when you do engraving, there are all kinds of boxes that warn you if you make a mistake in the engraving, its not refundable

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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 bought a diamond pendent online from Pandora *********** on August 15, 2024 I received it from Pandora on August 18, 2024 I returned it for a refund with the return shipping label *********** was received by Pandora on August 17, 2024 The refund was supposed to be applied in 3 to 5 business days I have contacted Pandora 3 times, and they have escalated the return request two separate ******** has now been 14 business days since they received my return, and I still do not have my refund.I just want my return so I can buy the birthday present for my wife as was my original intent.I have attached pictures of all of the documentation for the invoice, item and return policy, and the receipt of the return by Pandora.

  Business Response

  Date: 10/17/2024

  Hello,

  The customer has been refunded as October ********. Customer can expect to see the refund issued on original payment method in 5-7 business days.

  Customer Answer

  Date: 10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/01/2024

  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.

  Order Date: 4/11/2024 Order number: PND21537756 Item: Band of Asymmetric Stars Ring and gift packaging. Total price for item: $57.73 I purchased this item for my girlfriend on 4/11/2024 and after receiving it, I decided it wasnt worth keeping due to it being so sharp that it cut my girlfriends finger really badly. I initiated a return right away, followed the companys return instructions to the letter, and sent the item back through *** Ground. Its been multiple months so I contacted pandora about my refund and now they are saying that it never arrived. I took the package to *** and they either didnt ship it or they lost it so now Im being held responsible for it not arriving. Ive reached out to customer service multiple timesvia email, phone, and chatand each time, I was either met with unhelpful responses or no response at all. Its now been 6 months and I am still out $57.73, with no sign of a refund.This has been one of the worst online shopping experiences Ive ever had. Its unacceptable that a company would delay or avoid refunding its customers after following all return policies. I feel like Im being given the runaround, and no one at the company is taking ***************** this point, Im considering disputing the charge with my bank or reporting this issue to consumer protection agencies. I will never shop here again, and I very strongly advise others to avoid this company unless they want to risk losing their money.

  Customer Answer

  Date: 10/01/2024

  *** never gave me any type of receipt 

  Business Response

  Date: 10/10/2024

  We apologized to the customer for the delay in their refund and explained that no refund had been processed due to a lack of movement on the tracking number. Additionally, by the time the customer contacted us, the items were outside of the 30-day return window, making them ineligible for a refund. However, as a one-time courtesy, we offered the customer an e-gift card, which can be used either in-store or online. We also clarified that moving forward, returned items must be received by us and within the return window to qualify for a refund.

  
  

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22358245
  
  I am rejecting this response because:
  No where did I get told that due to being out of 30 days I would not be eligible to get a refund. I was going to exchange this for another product so neither of us would be out any money but after how I have been treated, ignored and led on, I do not want a store credit or e gift card as I will not be shopping at this store any time in the future. How they have handled this is extremely unprofessional and I would like the money refunded back to my card that I made the payment with. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service 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.

  I purchased a $3,000 Pandora ring by Ecom on 9/16/24. (Order no.pnd22891737) It was sent to me by over night *** tracking no. 1zr569372995526515. The package arrived with no ring. I immediately called Pandora and was told that they would file a case. (No. ********). After talking with many very rude and not helpful customer service **** I was eventually transferred to ******** ******. She informed me that they would be filing a claim with *** and would not have a resolution until the *** claim was settled. On September 26 ******** informed me that *** had accepted the claim. She also told me that I didnt get a ring in my package because the ring was sold out. She was to call me back on 9/27/24 with a resolution. At this time shes not called me back, will not respond to my emails and will not accept my calls. Credit card charge has been disputed but I was informed that Pandora has not responded to their request for a response to my dispute. I feel like I am being lied to and feel that Pandora Jewelry is lying tome. I dont know where to turn.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a online order from pandora jewelry online they a promotion then they send a wrong items I went to returned and now they want me to return one the promotion items they never explained to me they I shave to returned they took 75 dollar ***** form my money

  Business Response

  Date: 10/17/2024

  Hello, 

  We have spoke with the customer several times. Our first conversation, customer claimed her order was "lost", and we advised for her to make a claim with the carrier due to on our end the order has been delivered. Once we mentioned to customer she had to make a claim, she proceeded with a new call later that day. She spoke with a new agent, and claimed she now just "missing an item". We proceeded with a reshipment, and reshipped her a new item. 2 weeks later,  customer reach back out because she returns the item asking for a refund. We advise her that because she did not return her promotional item, the value of the promotional item will be deducted from the refund. Customer tells agent she will be keeping the promotional item.

  We are more than glad to assist with honoring a refund for customer, customer will have to ship back the promo bracelet. If customer decides to move foward, we will have to issue a return label.

• Initial Complaint

  Date:09/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from Pandora my scheduled delivery was supposed to be on 9/12. The moment ***** sent me pictures saying it was delivered I called both **************************** saying that is not my home. They have been giving me the run around and saying it would take 7-10 days when their ************ said 24/48 hours. All I want at this point is my money back for its I never received.

  Business Response

  Date: 10/15/2024

  We have refunded the customer as a courtesy for this lost order. 

  Customer Answer

  Date: 10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some items from Pandora during a promotion where you spend a certain dollar amount, and you get to pick a free bracelet. When I received my order the free bracelet was not included, even though I chose one prior to finalizing my order., When I reached out to customer service, they said they they gave me a 10% discount on my order instead (without my approval), and removed my free bracelet from the order. The customer service person stated that I was given the option to remove the discount and still receive my free bracelet. I do not recall ever seeing an option to remove any credit, nor do I remember being provided one, even though it is on the final receipt emailed to me. The promo was for a free bracelet and I would not have spent as much money as I did because the free bracelet is worth more than the 10%. I was told that they could not fix the issue because the promo was over. This was false advertising and the terms of the promo I agreed to should have been honored and not switched without my permission or knowledge.

  Customer Answer

  Date: 09/17/2024

  I have uploaded the receipt for my purchase the best that I could as the email version is long.  I also included the promo that I was using at the time 

  Business Response

  Date: 09/26/2024

  We have apologized to customer regarding this issue and explained that many of our promotions can not be combined with other offers such as coupons or discount codes. Since the customer qualified for the promo even after discounts were applied we will offer an e-gift card as a one-time courtesy. 

  Customer Answer

  Date: 09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a terrible experience in at a particular location in *******. I attempted to exchange a bracelet that I received as a gift as it was too small. The young lady called her boss and spoke to her in another language for me not to understand. She then handed the bracelet back to me and told me that it could not be exchanged to a bigger size because it was given to me as a gift. I mean to be so rude and contact your superior and speak a different language?I then called customer service to explain my situation. I was told that I would receive an email to explain my experience and a 15% coupon for my poor experience. It had been 2 weeks, and I reached out to customer service and was told again to wait for an email. I am not sure what the problem is, but I am just trying to exchange a bracelet that I received for my 50th birthday, however it was too small. I would not expect Pandora to treat their customers a bit better as the product is expensive. This is my first Pandora bracelet, and it will most like be my last. What a terrible, unexpected experience.

  Business Response

  Date: 09/18/2024

  Hello ****, 
  
  Thank you for contacting Pandora Jewelry.
   We have received your complaint via Better Business Bureau. We sincerely apologize for the inconveniences you've faced with your in-store exchange for your bracelet.
   
  Were here to help you with an exchange for the gifted item that is the incorrect size. To proceed, we kindly ask for the following information:
  - Complete Mailing Address
  - Clear Images of Item 
  - Correct Size Needed for Exchange
  
  Once we have this information, we will send you a Pre-Paid Return Shipping Label from *** to return the incorrectly sized item. If we have the bracelet in the correct size in stock, well arrange for a replacement. If not, we will issue an e-gift card for the item's value, which you can use to purchase the correct size either in-store or online. 
  
  For your convenience, heres a link to Pandora's sizing guide to help you determine your correct size: 
  
  *************************************************************************************
  
  I look forward to receiving your reply so we can resolve this for you as soon as possible. 
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  Maddison
  
  Customer Experience Department
  PANDORA Jewelry Americas 

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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.

  Pandora makes too much money to get over on their customers. My husband purchased $500 worth of jewelry for me. During that time, Pandora was offering a free bracelet with a purchase of $125. During the online checkout process, you were offered multiple free bracelets to choose from. I chose the bracelet that I liked and proceeded to checkout.The next day, I received an email stating that an item in my order had been canceled. The item that was canceled was the free bracelet. My husband and I called customer service to see why the bracelet was canceled. The representative stated that she didn't see an order for the bracelet. I said that's because it was canceled. I had to send proof of the email stating that my order was canceled. Sending an email was crazy to me, as if I had to lie about anything. I sent the email to the representative to "prove" that I actually received the email regarding the canceled bracelet.Their resolution to this problem was giving me 15% off my next "online" order. 15% doesn't compare to a free bracelet. I decided to contact customer service again to see if I could get a better resolution. The representative stated that it was only while supplies last and they didn't have another bracelet. If that's the case, why did I receive two different bracelets earlier that week when I made separate purchases? There were several options to choose from. I received multiple emails after the cancelation of the bracelet I selected reminding me that the free bracelet promotion would be ending in a couple of days. Don't continue to push the promotion if all bracelets are sold out. My bracelet was canceled on 9/7/2024. I received and email promoting the free bracelet on 9/8/2024. I've attached documentation supporting both. This experience has left me feeling frustrated and undervalued as a customer. ********************'s handling of the situation seems inconsistent and unfair, especially considering the significant amount we spent on jewelry.

  Business Response

  Date: 10/07/2024

  We apologized to the customer, explaining that our promotions are typically while supplies last, and while some items may sell out online, they may still be available in-store, or vice versa. As a one-time courtesy, we offered to send a gift card for the value of the bracelet the customer had selected.

  Customer Answer

  Date: 10/07/2024

   
  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.  In store and online purchases should not differ.  If an item is sold out in store, you are offered another item.  Online purchases should be the same. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/09/2024

  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 placed on order today for the purpose of using the free bracelet promotion. My shopping bag included the free item. The screen where I verified the shipping address and entered my gift card confirmed that I had 3 items. When I submitted the order the final confirmation screen did not have the free bracelet included. I called customer service where they refused to cancel my order that was just placed within the last 5 minutes OR to send me the free bracelet that was missing. They representative did confirm on the recorded line that the purchase qualified for the free bracelet, but that they would "look into it." I am out of a $70 bracelet that was the whole basis for my purchase. These are unfair and deceptive business practices.

  Customer Answer

  Date: 09/14/2024

  I was supposed to get an update on the free bracelet I was supposed to receive in 3-5 business days.  That timeline has passed. No update.  Today I called.  No update.  Still missing 70 dollar bracelet.  

  Business Response

  Date: 09/23/2024

  We apologized to the customer regarding this issue and as a courtesy we offered to send an e-gift card for the value of the bracelet that would have been sent to the customer. 

  Business Response

  Date: 10/15/2024

  The customer was sent an e-gift card on September 23rd and it was already used for another order placed on 10/11.