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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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.

Initial Complaint
Date:08/03/2024
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.
Placed order on 6/27/24, Contacted Pandora 6/11/24 because *** indicated my order was left at an access point I went there and was advised my package was not there. On the tracing number the last update was that it was left at that location. Pandora took all this time (almost a month) to let me know my case is closed (even though *** closed the case 7.12.24) due to the fact they confirmed it was delivered to the drop off location. Between Pandora and *** no one can tell me who the package was given to. I contacted Pandora again today because I placed the order through them and not *** so they should be helping me solve this issue. However, the response given was the same response that's getting us nowhere, it was delivered to the access point so they can do nothing. An access point is not a direct delivery to me, it means nothing. I now have to contact and try to resolve this with ***. Of course that was ***etting because their rep gave me the same responses Pandora gave me. They look at the tracking number its easy for everyone to tell me it was left at that location however, no one has my signature or can prove that I actually received it. So what are they basing their answers on? I have never had an issue with *** leaving packages they decided to take it to that access point because it needed a signature which I did not provide since I never received it, the package was lost. I am responsible for paying over $400 for that order but neither company wants to take action and correct this issue and properly track and investigate. I keep getting the same bs responses that it was left there. Where is the signature proof of delivery? And why am I left to do the foot work. I ordered from Pandora not *** this is something they should investigate properly and handle. The funny thing is the delivery date provided by *** was 7/10/2024. I work in the city in the Bronx to be precise I was nowhere near my home to accept delivery and I can prove that with my work timesheet.
Business Response
Date: 08/26/2024
We apologize for the inconvenience you’ve experienced with your order. Typically, we ask our customers to file a claim when an order is lost because *** requires information directly from the receiver to investigate. Now that the claim has been closed, we can proceed with refunding your order.
Customer Answer
Date: 08/26/2024

Complaint: ********

I am rejecting this response because:
At this point there is no need for a refund. *** was finally able to locate my package which I picked up. It was frustrating because *** was originally called to place the claim they closed the case the following day stating the package was delivered (which clearly was not delivered) at that time they left me with no other solution. I’m glad they were able to track it down and I received my charms.

Sincerely,

******* ********
Business Response
Date: 08/28/2024
The customer has confirmed the receipt of her package. this case can now be closed. Thank you for shopping with Pandora Jewelry!
Customer Answer
Date: 08/29/2024

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:07/01/2024
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.
On June 26, 2024, I purchased two bracelets online to give as gifts. I was unsure whether the items would fit the people I was buying them for, so I checked the Returns tab located on the item descriptions page. Despite the item being a final sale item, the Returns Tab read: "Free and easy returns within 30 days, online or in-store. Prepaid return label included." No exceptions are mentioned for final sale items. With this in mind, I made my purchase. Unfortunately, the items were too large, despite my attempt to follow the sizing guidelines. I called my local store on June 28, 2024, and asked if I could exchange an online item at their store for a different size. The store representative explained that there are no returns or exchanges on final sale items. I explained their website did not explain that under the returns tab found with the final sale item. I called their headquarters phone number at the suggestion of the store representative and spoke to ******. ****** repeated what the store representative had already told me, and refused to help me with a simple exchange for a different size. I believe this is a deceitful business practice on Pandora's part where the consumer is led to believe they will be able to return or exchange even final sale items only to be presented with a completely different policy after the purchase has been made. I would like to suggest that Pandora Jewelry reflect the appropriate return/exchange policy on their website with each final sale item for clarity to their customers. Unfortunately, due to their unwillingness to help me and the deceitful nature of their website, I no longer desire an exchange but a full refund instead.
Business Response
Date: 07/09/2024
We apologize for the inconvenience you have experienced with your order. As previously mentioned, final sale items are non-returnable, as stated on our website before checkout. While we are unable to issue a full refund, we can offer you an e-gift card as a one-time courtesy. Once your items are returned to us, we will send the e-gift card to your email.
Initial Complaint
Date:06/27/2024
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.
I placed an order online with Pandora yesterday and at the beginning of the order it mentioned an additional 10% off with a code
I went through the order process and ordered 20 items but at no time during the process was there a place on the web site to enter the code. I went through the process carefully and suddenly the order was activated. I called and also chatted on line with Pandora. Told that nothing can be done. No refund no discount no returns allowed. Over the last 10’years I have ordered 100s of their products. I do not plan to deal with them if this is not resolved
I believe it to be an error on their web site order process
Business Response
Date: 07/02/2024
We apologize for any inconvenience caused regarding your order. Unfortunately, we are unable to apply the 10% discount, since the code needed to be applied before the order was processed, and the promotion for the extra 10% has now ended. However, as a gesture, we would like to offer you a 10% discount code that you can use towards your next purchase with us. Please let us know if there is anything else we can assist you with.
Customer Answer
Date: 07/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me however given the fact that this process has gone on long enough
Pandora does not operate in good faith. I actually placed another order yesterday only because I wanted to purchase a Jasmine bracelet for my Neice with the same name.
I will take my comments to social media and end my relationship with this company

Sincerely,

****** *******
Initial Complaint
Date:06/24/2024
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.
Order Number: PND22151938 Order Date:2024-06-16 I am writing about the ORDER NUMBER directly above. The TWO earring sets that I bought were final sale. I was going to give on set to each of my nieces for their college and high school graduations. HOWEVER, Pandora falsely advertised BOTH earring sets. In actuality, the earring are much smaller than they were represented in the advertising. Due to their small size these earring are for young girls NOT for adult women! I would have NEVER bought these small earrings if it were not for Pandora's misrepresentation particularly the pictures of models wearing them. I've purchased from Pandora online or in the store before and I NEVER had an issue like this in the past. Also, I NEVER received the second gift bag I paid for! Please see the transcript of the conversation that I had with a Pandora representative on June 20, when I received the earrings. Also enclosed screen shots of Pandora's advertisement and pictures of how each pair of earrings look on my ear. SEE HOW SMALL THEY ARE? I would like to return both pairs of earrings, and the gift bag that was mailed and I will not use. I request that Pandora refund my Klarna account for any/all amounts that have been paid to Pandora and "close" this transaction with Klarna. As of today, 6/22/2024, the amount that Pandora charged my Klarna account was $29.05. PLEASE MAKE THIS RIGHT!
Business Response
Date: 07/09/2024
We apologize for the inconvenience you have experienced with your order and that the items did not meet your expectations. As previously mentioned, final sale items are non-returnable, as stated on our website before checkout. While we are unable to issue a full refund, we can offer you an e-gift card as a one-time courtesy. Once your items are returned to us, we will send the e-gift card to your email. If you need further assistance with this process, please let us know. Additionally, for the experience you have had, we would like to offer you a discount code, which will be sent to your email.
Initial Complaint
Date:06/24/2024
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.
This was a birthday gift for my daughter her father bought it and put it into her name on 9/3/2022 don't know who was helping but getting a large bangle bracelet for a 110 pound gymnast was ridiculous. We went in there about a week later and they would not change it out for the same one in her size. We purchased a bunch of charms to go on it but would not get her the right size. Went back on 6/22/2023 within the one year and it would not stay clasped. It was a defect and the person there said they cannot replace it because they do not sell and offered no recourse. Feeling upset about this I contacted another store who informed me that they should have warranty it out and they they still carry this bracelet. We have paid thousands for items at this store and the inflexibility of exchanging this for the same price if they did not have it or allowing her a different size that would fit her is ridiculous. Also being lied to about our remedies within the 1 year period prevented us from being able to do anything. I want a $300 credit for her to purchase a bracelet to accommodate the $800 worth of charms we paid for. The additional amount for time and inconvenience of this situation.
Business Response
Date: 06/28/2024
Hi *****,

Thank you for contacting PANDORA Jewelry.

We are pleased to help with the process of your replacement of item number 586543-19 in the form of an e-gift card $200.00. Please note: The e-gift card will be issued only after the return of your item(s) using the provided *** label, typically within 7-10 business days.

Attached to this email you will find a Pre-paid Return Shipping Label from ***. Click on the attachment to open the *** label. Once you open it you can print the label and 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
We are also pleased to offer you a discount code. Please use the below code to redeem your 20% discount from your next online purchase.

US20Q4-IWGI-4T66-2N5Q-AHDZ
Please remember that the coupon code is valid online only at ******************************************** cannot be redeemed in-store. It cannot be combined with any other offers and excludes Last Chance items, Holiday Giftsets, ****** X Pandora, Star War X Pandora, Marvel X Pandora, Diamonds by Pandora, 14K Gold Collections, Essence Collections, and Engraving fee on orders.

The Pandora Cares Extended Warranty will continue if you purchase the same item number. However, should the gift card be used to purchase a different item, the Pandora Cares Extended Warranty should be canceled. Please contact ************** for further assistance.

If for any reason you are unable to retrieve the label attached to this email, please call us at ************ (M-F 8:30 AM- 6:00 PM EST) for further assistance. Thank you for choosing PANDORA!

Kind Regards,
***
Customer Experience Department
********************** Americas
Business Response
Date: 07/01/2024
Hi *****,

Thank you for contacting PANDORA Jewelry.

We are pleased to help with the process of your replacement of item number 586543-19 in the form of an e-gift card $200.00. Please note: The e-gift card will be issued only after the return of your item(s) using the provided *** label, typically within 7-10 business days.

Attached to this email you will find a Pre-paid Return Shipping Label from ***. Click on the attachment to open the *** label. Once you open it you can print the label and 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

The Pandora Cares Extended Warranty will continue if you purchase the same item number. However, should the gift card be used to purchase a different item, the Pandora Cares Extended Warranty should be canceled. Please contact ************** for further assistance.

If for any reason you are unable to retrieve the label attached to this email, please call us at ************ (M-F 8:30 AM- 6:00 PM EST) for further assistance. Thank you for choosing PANDORA!

Kind Regards,
***
Customer Experience Department

********************** Americas
Customer Answer
Date: 07/02/2024

Complaint: 21884581

I am rejecting this response because:

Sincerely,

***** ******
Business Response
Date: 07/03/2024
Hello *****,

Thank you for contacting Pandora Jewelry.

We are very sorry we have no stock of your replacement item. Here is a Pandora gift card of equal value in the amount of $200.00 This can be used online at ***************************, and in our US Pandora stores.

Card Details
Card Number XXXX-XXXX-XXXX-3248
Pin XXXX
Status Activated
Card Activation Date Jul 3, 2024

Thank you for choosing PANDORA!

Kind Regards,
***

Customer Experience Department
PANDORA Jewelry Americas
Initial Complaint
Date:06/17/2024
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.
So on may 30 I made an order with Pandora order # *********** and was shipped thru ups the order is marked as delivered on 06/07/2024 but I never received so i contacted them because even ups when I ask them about the picture when they drop my package at my house they don’t have any picture or proof of delivery…. I contacted Pandora and ups and none of them give me any answer I count with a camera on my house and I already told them that no one deliver a package that day …. I want my money or my package
Business Response
Date: 07/02/2024
We apologize for the inconvenience regarding your order. We have received your refund request; however, we are unable to process it at this time due to a dispute initiated by you. Once the dispute is resolved, we will proceed with the refund as requested. Please feel free to reach out if you have any further questions or need assistance regarding this matter.
Initial Complaint
Date:06/14/2024
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.
When my thumb ring just suddenly broke in half in April 2024, I contacted Pandoras customer service and they sent me a prepaid label to return the ring to them, promising an exchange. When I hadnt received any communication in almost a month I emailed asking about the status of my ring and was sent an email from a different representative telling me that they show a credit almost 5 years ago and I need to provide them with proof of purchase to get my exchange. I then called and spent almost an hour with yet another representative who, after talking about what might have happened, years ago, we decided that since I had to change sizes for my ring, that I may have returned one and kept one. However, she said she has no record of it on the online side, and was transferring me to yet another agent on the store side of Pandoras corporate offices, to escalate the process, and so they could look it up. Instead of being transferred to an agent , who was told what was happening, as I requested, I was put back into the original loop of press 1 for this, press 2 for ******* this date, no one has bothered to follow up with me or contact me in any way. I still have no ring, even though I sent them a broken ring. I want my replacement ring, as promised, or a refund not a credit, as I will not be shopping with Pandora ever again, and will make sure anyone I talk to knows about the horrible and accusatory way I was mishandled.
Business Response
Date: 06/18/2024
Hello *****,

Thank you for reaching out to Pandora Jewelry.

We have received your Better Business Bureau Complaint and sincerely apologize for any inconvenience caused during this process.

We have confirmed the delivery of your damaged ring, which was shipped on May 2nd with tracking number 1Z095F709031207370.

To assist you with a replacement, we kindly ask for some information. Please respond to this email with the size required for your replacement. Once we receive this information, we will promptly check our inventory. If the item is available, we will proceed with shipping the replacement. If it is out of stock, we will issue an e-gift card equivalent to the retail value of the item. Please note that the item is not eligible for a refund, as refunds are only applicable within 30 days of purchase and require the item to be in its original, unworn condition.

As a gesture of apology for the inconvenience caused, we would like to offer you a 20% discount code that can be used towards a future online purchase.

We look forward to your response.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 06/18/2024

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, provided Pandora actually does what they say they will do. Since they have reneged on their promise previously, I am a bit wary.

Sincerely,

***** *****
Customer Answer
Date: 07/09/2024
Dear BBB,
First, I'd like to thank you very much for getting Pandora to agree (again!) to send me a replacement ring for the damaged ring I returned to them, using the pre paid label they sent me.
Unfortunately, since they reached out to me on June 18th, asking for my ring size, as per the resolution they promised both you and me, they have neither returned my follow up communication, nor have they sent me the ring they had promised " in 5-7 business days".
I would like to reopen this complaint, since, Pandora repeatedly does not keep their promises.
With great appreciation for all you do.
***** *****
Complaint # ********
Customer Answer
Date: 07/11/2024
Hi *******,
Sorry; Im in ***** visiting my son.
I sent them my ring size on June 18th, as soon as they emailed me. It is 8 1/2.
I appreciate your follow up.
***** Russo
Business Response
Date: 07/12/2024
Hi *****,

Thank you for contacting Pandora Jewelry. Your recent order has shipped with *** tracking number {1Z3R425V4266994147}.

*** has attempted to deliver your package with no success. The package is currently being held at an access point near you. Please visit the location below by July 19th, 2024, to retrieve your package. We have included the access point information below for your viewing.

For any additional questions regarding your order, please contact us at ************ (M-F 8:30a-6p EST).

Thank you for choosing Pandora Jewelry!

Kind Regards,
Maddison
Customer Experience Department

********************** Americas
Customer Answer
Date: 07/16/2024

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. It is unfortunate that I needed to provide such extensive and constant follow up, in order to get the replacement ring, promised to me, by this company, months ago.

Sincerely,

***** *****
Initial Complaint
Date:05/23/2024
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 was in the ******* and went to Pandora ********** in ****** and bought earrings and a necklace set. I specifically asked if I could return to any store in the ** and they said YES. I bought these on May 12, 2024 and tried to return them on May 19th to the store at ******** in **************** (Pandora); was told they could not take them back as they were on different systems due to another country.Called customer service 3x, kept being told a district manager was calling me but no one has; each time I call I have to wait 40 minutes. I am within the return period and want my money back! I feel totally lied to by Pandora. The set is new and I should be able to return this for a REFUND.
Business Response
Date: 05/29/2024
Hello *******,

Thank you for contacting Pandora Jewelry.

We apologize for any inconvenience you have experienced regarding your refund request.

Unfortunately, customer experience does not have the ability to issue full refunds to the original form of payment, as this action can only be completed in store. Due to this reason, a formal refund request has been submitted to the ******************* of the Pandora @ **********************. An additional request was submitted on your behalf to ensure this matter gets resolved.

Please be aware, if the store is unable to assist with a refund, customer experience can assist with a refund in the form of an e-gift card.

In order to receive the e-gift card you will need to return the unwanted item/s, as well as the free promotional bangle you received. Pandora will provide you with a Pre-Paid Return Shipping Label to complete the return. Once we received the item/s, they will be received and processed by our warehouse department and that process can take 2-3 business days to be completed. Once the item has been received and processed, your e-gift card will be issued to your email address within 7-10 business days.

We would also like to offer a 25% discount code for the inconvenience you have experienced. Once we receive a response from the *******************, we will provide you with an update.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 05/29/2024

Complaint: 21747282

I am rejecting this response because: I was clearly told that I was able to get a refund so I find this response to be lacking. Additionally, customer service asked the district manager team to call me multiple times even before I filed this complaint and NO ONE EVER CALLED.
I want a true refund of my dollars.

Sincerely,

******* *******
Business Response
Date: 06/03/2024
Hello *******,

Thank you for contacting Pandora Jewelry.

We have received an update from our ******************* regarding your refund request, and they are happy to assist with a full refund for your purchase.

In order to move forward with the process of receiving the refund, we do need to receive the items prior. We will provide you with a Pre-Paid Return Shipping Label to return the items, however, in order to create a label, we will need a complete mailing address from you.

Once we have received the items, we will communicate with the store team at the Pandora @ ****************;and they will reach out to you via phone, to complete the refund. This way, you will not have to travel to the store to complete the process. Unfortunately, the Pandora @ ********************** is unable to assist with this refund and that is why the Pandora @ *********** will assist instead.

Please reply to this email with a complete mailing address to start the process of your refund request.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 06/04/2024

Complaint: 21747282

Well, once this is all executed and I get my money back I will be ok with this response, but I haven't seen any follow up from customer services such as sending the label they discussed.

Id like to hold this open until I get the refund on my account, then we can close if IF and when I get the money back

Sincerely,

******* *******
Business Response
Date: 06/05/2024
Hi *******,

Thank you for contacting PANDORA Jewelry.

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.

As for returning the items prior to receiving the refund, if the refund occurred in store, it would still take 5-7 business days for the funds to reflect in your account.

It is policy that we have to receive all items prior to issuing any form or refund or replacement. Once your items have been received and processed by our warehouse department, we will communicate with the store team, and they will personally contact you to issue the refund. If you are more comfortable going into the store, we can reach out to see if that is a possibility.
Find The *** Store Location Near You

Thank you for choosing PANDORA!
Kind Regards,
Maddison

Customer Experience Department
PANDORA jewelry Americas
Business Response
Date: 06/13/2024
We have attached the requested file that contains the Pre-Paid Return Shiping Label provided to the customer by ******************** for the customer to return the unwanted items.
Customer Answer
Date: 06/14/2024

Complaint: 21747282

I am rejecting this response because:
I thought we had agreed on a full refund and then I get an email from customer service talking about a gift card!!! I DO NOT want a gift card: we had agreed on a full refund. I shipped my items back and expect a full refund. Why is this person talking about a gift card? I sure hope this is a mistake!!! Dealing with Pandora has been awful!!!!!!!!!!!!!

Pandora ************* Thu, Jun 13, 4:26?PM (17 hours ago)
Hi *******,

Thank you for contacting PANDORA Jewelry.

As for returning the items prior to receiving the electronic gift card for your items, it looks like your items will arrive to our warehouse on Monday evening.

It is policy that we have to receive all items prior to issuing any form or refund or replacement. Once your items have been received and processed by our warehouse department, we will send you the *** via email within 48 business from the confirmation date.

Thank you for choosing PANDORA!
Kind Regards,
*****

Customer Experience Department
PANDORA jewelry Americas
Customer Answer
Date: 06/14/2024
Every time I try to call them I am on hold for more than 30 min; they are so awful to deal with; I will never shop at Pandora again. I get different answers from different ***** its ridiculous!!
Customer Answer
Date: 06/14/2024
Yes I got the email and mailed it back; they now confirmed to me they will issue the refund once they get it and contact the store. I want to leave this complaint open until the time that I get a full refund as they promised. Thank you.
Business Response
Date: 06/18/2024
Hello *******,

Thank you for contacting Pandora Jewelry.

We have received your package, delivered by *** on June 17th, 2024. Currently, we await verification of the returned items by our returns department. Upon verification, we will promptly notify the *** of the Pandora @ *********** to proceed with the refund process.

Thank you for choosing PANDORA!

Kind Regards,
Maddison

Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 06/18/2024

Complaint: 21747282

I am rejecting this response because the money has not yet been refunded; once it is refunded, we can close the case! still waiting for the money!

Sincerely,

******* *******
Customer Answer
Date: 06/21/2024
NO I have not yet received the Money!!

They received the items back but I have yet to be contacted to receive my money back!!
Business Response
Date: 06/28/2024
Thank you for contacting Pandora Jewelry.
A full refund of $229.58 has been issued to the customer's original payment method as of June 24, 2024.
The customer has returned the requested inventory and Pandora has fulfilled the customer's refund request.
Kind Regard,
Maddison
Customer Experience Department
PANDORA Jewelry Americas
Customer Answer
Date: 07/01/2024

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. It was way too hard to get a refund, but I finally did.

Sincerely,

******* *******
Initial Complaint
Date:05/17/2024
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.
05/16/2024 Made a purchase on 04/20/24 At pandora and they refused to return my money on 05/15/24 when I returned product (money was pending on account) then stopped resulting in me having to miss work and costing me more money called this morning and was belittled and given the run around because the color of my skin they have there product and have stolen my funds
Business Response
Date: 05/28/2024
Hi *****,

Thank you for contacting PANDORA Jewelry.

We do apologize for any inconveniences that you have experience regarding your in-store refund. We would be happy to communicate with the ******************* of the returned location to assist with this matter.

Please reply to this email with the following information and we will be happy to work with the Pandora store that accepted your return to process your refund:

Name of return location
Copy of original purchase receipt
Copy of refund receipt
Image of item(s)
Phone number
Mailing address

I look forward to receiving the information requested. Once the information has been received, a formal store inquiry will be submitted to the ******************* of the Pandora location to assist with processing your refund.

Thank you for choosing PANDORA!

Kind Regards,
Maddison
Customer Experience Department
PANDORA jewelry Americas
Initial Complaint
Date:05/14/2024
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.
My husband purchased a bracelet that came with two spacers and a charm for mother's Day for me and bought two additional charms this bracelet is supposed to be 7.9 in and it is barely 7.5 in when I called to complain I had to call back three times then it is so inconvenient you have to return it via the mail you cannot go to the Pandora store because it is a franchise for $400 this is ridiculous the bracelet is too small but I want to keep the charms and get another bracelet it should be very easy to do that and it seems like I can't get the correct information on how to do that I would like somebody to make it easy for me to just return this bracelet and swap it out for another one without having to jump through hoops this is ruined my mother's Day definitely it not even being gold for $400 customer service should be better when I got the bracelet it didn't even tell me how to open it to put the charms on no instructions and no receipt included in the box I would like a phone call back I would like an easy transaction to switch this out for a bracelet that would fit my wrist actually and to not be inconvenienced in doing so the customer service is horrible.
Business Response
Date: 05/17/2024
We apologized to the customer and sent them an email to get more details in order to provide them with an exchange for their bracelet.

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