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.
83 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: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.
Initial Complaint
Date:09/05/2024
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.
Hello I returned order PND22598329 which shows received August 21st. Please issue my full refund of $358.81. I received all items and an agent said a full refund was issued and i have received nothing. Please issue my promised full refund
Business Response
Date: 09/06/2024
We apologize for the delayed response. We are pleased to inform you that your refund was issued today 9/6/24. Please allow 7 to 10 business days from todays date to see the funds back into the original account of payment.
Initial Complaint
Date:09/03/2024
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 am a Canadian resident who purchased a ring, protection plan, and a charm from the Pandora store in ******* last night for ****** USD (approximately ****** CAD) and wanted to return it for something else and possibly upgrade to a lab diamond ring. I spoke with customer service before heading to the store and they mentioned that I could only get it refunded from the original store of purchase or get store credit in a store in ******. I went to *********************** earlier today and they only said that they could provide the in store cost of the product in return. The store *** said that they only took returns from ******. The *** even went in office to confirm this. No where in my receipt does it mention this and even customer support never mentioned that they didnt do cross country returns from ***. When I called ***** they said they would provide store credit for the same value. Apparently that only means the same value in their store in CAD. So Ill have to be out over $100 CAD because of shady business practices by a giant jeweler. I would like to return my items and receive a refund for the full value without having to spend hours traveling to another country and losing my time, money, gas, etc. and maybe they should rethink their business practices and update their policies especially because seeing so many others with the same exact complaint as I. Very very disappointed and upset by the practices just to make a sale.
Business Response
Date: 09/12/2024
Hello ******,

Thank you for contacting Pandora Jewelry.

We have received your complaint via Better Business Bureau. We do apologize for any inconveniences you have experienced.

A formal store inquiry has been submitted on your behalf to the district store team of the Pandora @ *********************** location to see if they can assist with your request of a full refund.

Please be advised, there is no clear timeframe on when the team will reach out due to the team traveling and only reaching out once stationary.

If you do not receive any contact within 5 business days, please reply to this email letting us know so an additional inquiry can be submitted on your behalf.

Thank you for being a loyal Pandora fan, and we hope to resolve this matter as soon as possible.

Thank you for choosing PANDORA!

Kind Regards,

Maddison
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 09/17/2024
Dear ******* ******,
I hope this message finds you well. I am writing to provide an update regarding my complaint (ID ********* against Pandora Jewelry LLC.
In their response, Pandora mentioned that they would reach out to me within 5 business days regarding my request. However, as of today, I have not received any communication from them. Since the BBB had asked me to respond within 5 calendar days, I wanted to inform you of the current status and let you know that I am still awaiting their follow-up.
I appreciate your assistance in this matter and will keep you updated should I receive any communication from Pandora.
Thank you for your time and support.
Best regards,
****** *****
Customer Answer
Date: 09/17/2024

Complaint: 22224992

I am rejecting this response because:
In their response, Pandora mentioned that they would reach out to me within 5 business days regarding my request. However, as of today, I have not received any communication from them. Since the BBB had asked me to respond within 5 calendar days, I wanted to inform you of the current status and let you know that I am still awaiting their follow-up.
I appreciate your assistance in this matter and will keep you updated should I receive any communication from Pandora.
Thank you for your time and support.

Sincerely,

****** *****
Business Response
Date: 09/18/2024
Hello ******,

Thank you for contacting Pandora Jewelry.

An escalated request has been submitted on your behalf to the ******************* of the Pandora @ *********************** location.

Please allow an additional 3 business days for a response.

Thank you for your patience as we work to resolve this matter as quickly as possible.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 09/23/2024
Hello,
Id like to please reopen the case as I was awaiting a response from the company. They mentioned that they would reach out within 3 business days but it hasnt happened yet. My complaint remains unresolved.
thanks,
****** Kumar
Customer Answer
Date: 09/27/2024
Hello, I was contacted by the concerned store manager ******* this week and they were able to successfully process a refund today. Their manager and assistant manager ******** were very professional and courteous. I thank you sincerely for your help and thank Pandora and the *** Store for their customer service.
Initial Complaint
Date:08/29/2024
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.
Hello, I placed an order on 8/25 through Pandora Jewelry. They have a promotion that says that if you spend more than $300 you will get a bracelet that cost $200 and that you can choose your own style. Today 8/28 the shipping was delivered and it was missing the gift. I called pandora and they said the item is no longer available. I called and after being on the phone for over an hour they wanted to offer a credit of $80 and that doesnt cover the price of the replacement bracelet. I either want any gold bracelet or the $200 gift card so i can buy it since that's the price. they dont want to help and this is FALSE ADVERTISEMENT.
Business Response
Date: 09/06/2024
We sincerely apologize for the inconvenience you experienced with your order and our promotion. As our promotions are offered while supplies last, we are sorry that you did not receive your bracelet. To make up for this, we've emailed you a gift card with an updated amount to assist with purchasing a new bracelet, since you met the requirements of the promotion.
Initial Complaint
Date:08/28/2024
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.
On August 24, 2024 I went to the *********************** and purchased two charms at Pandora - I got a bracelet with it for free (the deal they had on). It was 1:18 PM when the transaction went through. I left the store and when I got to my destination I took it out to show my husband what I had bought my daughter for Christmas and the box was empty. I phoned the store and left a message first. Then I called back and spoke with the person that served me she told me to come in and they would replace it. I went in and she was not there. Instead the Manager came out and said they had to watch the video before they could do anything. I left my mailing address and contact details. Today, August 25 I got a call from the assistant manager indicating that they confirmed the bracelet was put into the box and something must have happened when I left the store. I asked for the manager to call me. I am sure I was scammed at the store - I did not leave the bag anywhere and when I opened it to show my husband it was packaged nicely - but no jewelry inside. I am 100% sure I was scammed at the store and it was switched out for an empty box. Could they lie to me to protect their own reputation? I would like to view the video myself or have the police review. I am wondering what options I have.
Customer Answer
Date: 09/01/2024
Receipt attached for ***** *******
Business Response
Date: 09/06/2024
Hello *****,

Thank you for contacting Pandora Jewelry.
A formal complaint has been submitted on your behalf to the district store team of the Pandora @ ************************

We apologize for any inconvenience this situation may have caused. If you do not hear from the store team within 5-7 business days, please reply to this email so we can follow up on your behalf.

Thank you for being a loyal Pandora customer. We appreciate your support and hope to continue serving you in the future.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 09/11/2024

Complaint: 22193873

I am rejecting this response because:
I have not heard from the store. The complaint has been transferred 3 times by BBB. Then I get a response saying we sent your complaint to the Halifax store and someone will contact you. To date I have not spoken to the store or seen the video. I know the sales person gave me an empty box. I would like my items replaced,
Sincerely,

***** *******
Customer Answer
Date: 09/20/2024
The response is not satisfactory. I am certain I was scammed and want to see the video. The store only responded today but has not offered for me to view the video. This has been very upsetting. It is terrible knowing I was robbed by Pandora sales agent. What are my options from here?
Business Response
Date: 10/01/2024
Hello *****,

Thank you for contacting Pandora Jewelry.

I understand your frustration and apologize for any inconveniences you have experienced throughout this process.

In order to protect the privacy of our Pandora customers and employees, we are unable to provide the security footage, however, as previously stated we are happy to issue a replacement for item number [599539C00-17].

If you would like to move forward with the process of receiving a replacement, please reply to this email with your complete mailing address, and I will process the order for you.

Once the order has been placed and processed, you will be provided with a tracking number as soon as it's available.

Thank you for being a loyal Pandora fan! We value your understanding and look forward to serving you in the future.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 10/06/2024
The issue has not been resolved. I know the sales agent stole from me. She did not put the pendants I bought or the bracelet I got with it. The business would not show me the video. I put in the complaint as I thought there could be other people that the agent stole from as well. I feel the business is covering it up. I will file a police report next.
Customer Answer
Date: 10/06/2024
The issue has not been resolved. I know the sales agent stole from me. She did not put the pendants I bought or the bracelet I got with it. The business would not show me the video. I put in the complaint as I thought there could be other people that the agent stole from as well. I feel the business is covering it up. I will file a police report next.
Initial Complaint
Date:08/26/2024
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.
We purchased a set of earrings from the Pandora Jewelry Online Store for $135.14 on August 22, ******* the time, there was a promotion where qualifying purchases included a free bracelet. We placed the order, selected the free bracelet from the available models, and chose the in-store pickup option.After completing the purchase and being charged for the earrings, we received an email stating that a portion of the order (the free bracelet) had been canceled. When we visited the pickup store, we were informed that the bracelet was out of stock. We asked if we could select a different model, but were told this wasnt possible and that we needed to contact ***************** as the order was placed online.When we reached out to ***************** we were informed that the system could not ship the item and that we were simply out of luck regarding the promotion. The only solution offered was to return the original purchase for a refund. Unfortunately, the earrings were shipped as a gift to a relative out of state, making a return impossible.All we are asking is to receive the promotional item that was offered, even if it must be at a later time, or at least be provided with a similar item. It seems unethical and misleading to run a promotion, allow customers to select a promotional item, and then refuse to fulfill it after the purchase is completed.We appreciate your prompt attention to this matter.
Customer Answer
Date: 08/26/2024
Hi, I'm providing a receipt of the purchase we did.

Filename Pandora 1 is the receipt of our purchase (for some reason Pandora's system used the name and address of the person we were sending the gift to, instead of the person who did the purchase).

I'm also attaching a proof filename Pandora 2, of how they decided to cancel the free item that was promised as a gift with purchase. This item was set for pickup at their store.

The problem is that after two calls to their *************************** de didn't offered a replacement or shipping the item at a later time.

Thanks!

**** and ***** ********
Initial Complaint
Date:08/26/2024
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 have a favorite bracelet that I bought in 2022. One of the cubic zirconia crystals fell out. I do realize that the 1 year warranty has expired. However, I called over a week and sent emails to inquire how much it would cost to have it repaired. When I have called, I have been transferred to different departments. I have encountered customer service **** who have been rude. The company has emailed me, I have responded but no one has answered my questions. I am not asking for a replacement. I just want to know if it can be repaired and how much it would cost. I only paid $95.00 for it, but it is such a beautiful bracelet.
Business Response
Date: 08/26/2024
Hello *******,

Thank you for contacting Pandora Jewelry.

We have received your complaint from the Better Business Bureau regarding item number [*********]. We apologize for any inconvenience you have experienced.

Currently, Pandora does not offer repairs for damaged items. However, we can provide a courtesy replacement since the item is outside of Pandora's 1-year limited warranty.

To proceed with the courtesy replacement, we need a few additional details from you. Please reply to this email with the following information:

Images of the item
Your complete mailing address
The size needed for the replacement

If the item is in stock in the requested size, we will issue a replacement. If it is out of stock, we will provide you with an e-gift card for the item's retail value.

Please note that to receive either the replacement or the e-gift card, you will need to return the damaged item to Pandora's ******************************* We will send you a Pre-Paid Return Shipping Label for this purpose.

Thank you for your patience throughout this process. We look forward to your response.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 08/26/2024

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:08/22/2024
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 ordered a Pandora bracelet through *****. I gave the bracelet to my daughter for her wedding. It was customized. Three days after she received the bracelet the charm that was customized fell off. The hoop that suppose to hold it on is still there but the charm is gone. I reached out to ***** and they cannot do anything due to it being through Pandora. I tried to see if I could just reorder the charm but it is not an option. I reached out to a *** from Pandora on their website and they said there was nothing they could do to help me and ordering the charm through them was not an option. They told me to email Pandora and see about getting a resolution that way. I have emailed them twice and I never received an answer. I will never buy anything from them ever again. The customer service is non existent.
Customer Answer
Date: 08/27/2024
Here is the receipt for it from *****.
Business Response
Date: 09/05/2024
We apologize for the delayed response. This bracelet was purchased at ***** and is not a Pandora item, so unfortunately, we are unable to assist with a replacement.
Initial Complaint
Date:08/22/2024
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.
The ad stated you buy the set and was showing the jewelry box. After speaking to customer service they said they ran out yet they are now selling the box by it self online. They told me they ran out Aug 18.
Business Response
Date: 08/22/2024
Hello *********,

Thank you for contacting Pandora Jewelry.

We have received your complaint submitted through the Better Business Bureau and apologize for the inconvenience caused by the issues with the villains promotional jewelry box.

Although the promotion was limited to available stock, we have coordinated with our warehouse team to secure a jewelry box for you.

Please confirm the address below for the delivery of the jewelry box. Once the address has been confirmed, we will send out your jewelry box.

Mailing Address:
6111 Monaguillo
****************
**

Please allow 7 - 10 business days for the order to be processed and received by **** Once *** has initiated delivery, we will provide you with a tracking number to monitor your shipment.

We hope you continue to be a loyal Pandora fan, and we value your continued support.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 08/23/2024

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 and will be awaiting item. I have replied and confirmed that is my address.

Sincerely,

********* *******
Initial Complaint
Date:08/07/2024
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 returned 3 items from Pandora Jewelry. These specific items were on sale but not indicated as final sale. Only final sale items may not be returned. These particular items were not indicated for final sale. They were sent back on July 2 and they were not processed until July 17 when they said they received it, my emails clearly state that I will receive a refund within five business days. On Thursday, August 1, the customer service agent Sienna on the ********************** chat stated that my returns would be processed for the items received. She processed one order, but not the other two orders. On August 3, I contacted Pandora jewelry chat, and that agent ******** then proceeded to lie to me and tell me that sale items were not to be refunded and that the last refund was a courtesy and that they could offer me a gift receipt. I have screenshots of all of these conversations and my receipts and my emails, I just want my refund. Very shady business.
Business Response
Date: 08/29/2024
We apologize for any inconvenience this may have caused in your refund process. Please note that items purchased during our end-of-summer sale were marked as final sale on our website, making them non-refundable. However, as a one-time courtesy, we will process a refund for three of your orders. In the future, please be aware that we will not be able to offer refunds or exchanges on sale items.
Customer Answer
Date: 09/04/2024
I did not receive a refund for 3 orders as stated. The shopping bag icons are refunds provided by ***** credit card as I also disputed it with them. The most recent refund was issued by Pandora following this bbb case.
Seems the combined effort of ***** credit and pandora will be fine. The response and disclosure they provided is VERY fine print. They advertise some items as final sale and other items as just sale. That is very deceptive.

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Pandora Jewelry LLC is NOT a BBB Accredited Business.