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

  P.O. Box 2549 Columbia, MD 21045

• 

  Pandora Jewelry LLC

  8671 Robert Fulton Drive Columbia, MD 21046

• 

  Pandora Jewelry LLC

  75 Middlesex Tpke Burlington, MA 01803-5389

• 

  Pandora Jewelry LLC

  1245 Worcester Street Unit 2040 Natick, MA 01760-1515

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:07/14/2025

  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.

  My husband bought me an anniversary gift from this business, but I did not like the style nor the type of metal it was. The saleperson who he bought this from assured him multiple times he could make a return if I did not like it. When we went in to make the return, we were told the shop did not take returns. There were no signs posted anywhere in the shop stating no returns, and we explained that the associate had assured him before he paid that returns would be accepted. The only thing in writing from the shop stating no returns was on the receipt which was only received after money had already been given to the shop. The shop has refused to accept my return despite the misinformation given at the time of the purchase.

  Customer Answer

  Date: 07/16/2025

  I have attached images of the digital receipt provided. As you can see, the receipt states no refunds but this is the only thing in writing that states this, and the receipt is only given once payment is received. There are no signs in the stores, and the employees tell their customers that they take refunds.

  I want to also clarify that this is an authorized pandora retailer that is an independent jewelry store. Not a pandora corporate store. In my original complaint I provided their information. My complaint is not against pandora corporate but against this independent jewelry store who is selling pandora items.

  Business Response

  Date: 07/17/2025

  Hi ******,
  
  Thank you for contacting PANDORA Jewelry. 
  We are pleased to help with the process of your Refund Request of item number - [163651C01-60] in the form of a check.
  
  Due to the item being purchased at an Authorized Retailer, you will be unable to return to a Pandora location to receive a full refund. However, we are able to assist here in Customer Experience with processing your refund in the form of a check. 
  
  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 and place your item inside. 
  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
  Important: 
  The check refund process takes approximately 68 weeks to complete.
  Once your return is received and processed by our warehouse, youll receive a confirmation email when your check request is submitted to our accounting team.
   
  There wont be any further updates until the check arrives by mail, so please keep an eye out.
  
  Thank you for choosing PANDORA!
  Kind Regards,
  Maddison
  
  Customer Experience Department
  PANDORA Jewelry Americas 
  
  Your Pandora Jewelry Case Number: 09845971 

  Customer Answer

  Date: 07/19/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:07/07/2025

  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.

  during a sale by the business I bought two bracelets (order PND24982179 on 12/27) as a birthday gift to replace my mom's old and worm out bracelets they were supposed to be a one size "M" and one "L" but when it was time to wrap them for her birthday they both turned out to be size S which was too small even without charms they wouldn't even fit her. on 2/2 I went to my local store at the ************* to do an exchange for the correct items. I thought it'll be easy but no I was told they couldn't help me that because it was an online order i would have to contact them through the phone or their website. that same day I call them and a less than helpful agent said that because they were "on sale" they were considered final sale , which I would have understood if they items were the correct ones but it wasn't my mistake. I hopped in on their website and chatted with another agent, after explaining everything again she against mentioned the final sale part but was more willing to help she was going to escalate the issue with their support team a provided me with a case number (( ********)) and said to check on my email for updates. later that day she emailed me saying that she would give me a refund back to my original payment method and it would take 7-10 to process. I thought that would be the end of it. the last week of February we welcomed our newborn son and I honestly didn't not have mind for anything else I never double checked if the refund went through. then days before mother's day when we were at the mall with my wife and kid and went into their store to browse for charms, that's when I remember and went into my account and backtrack to see if a refund ever happened but couldn't not find anything, checked my email and aside from the original email of the matter it had hed pure promotional emails. I reached twice and they never replied.

  Business Response

  Date: 07/21/2025

  We apologize for the delay in our response and for the error you experienced with your order. A refund has been issued, and the amount should be reflected in your account within 710 business days. 

• Initial Complaint

  Date:06/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pandora has immensely unhelpful customer service. I recently moved and tried to change my shipping address immediately after purchasing when I realized it was wrong. The shipping label hadn't even been created yet. They said that they would not change my shipping address and I would have to do it with the carrier. They said they could only do something if it was **** request a return and then refund. I tried to change my address with ***, but they said that Pandora would have to change it and wouldn't let me do so. After going back and forth, finally just requested a refund and this has put me off of using Pandora for the future.

  Business Response

  Date: 07/14/2025

  We sincerely apologize for the inconvenience you experienced while trying to update your shipping address. Please know that once an order is placed, we are typically unable to modify the shipping address. In some cases, we are able to submit a request to cancel the order or attempt to make changes through the carrier, such as **** but these changes are not always guaranteed once the item has shipped.
  

  We understand how frustrating this can be and apologize for any confusion or inconvenience this may have caused. We can confirm that your order has already been refunded.

• Initial Complaint

  Date:06/14/2025

  Type:Product 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.

  On May 16, 2025 I made a purchase of a necklace and earring jewelry set from Pandora jewelers in ******** *********. I paid $175,tax included for the items. When I was making my purchase, the employee assured me that I would be able to return the jewelry set if I did not like it and encouraged me to hold onto my receipt to do so I went into the store today to facilitate the return of the jewelry set and was informed by the employee that I was unable to doso. they noted that the jewelry set was discounted and for that reason I would not be able to have a refund or receive any store . This contradicts what the employee told me when I was purchasing the set. In addition to this, there is no indication of a discount on my receipt and I was unaware that I was purchasing a discounted item on May 16. Due to this, I am now stuck with a jewelry set worth $175 that I will not wear and the money wasted.

  Business Response

  Date: 07/14/2025

  Hi,
  Thank you for contacting PANDORA Jewelry.
  We are pleased to help with the process of your replacement of item number B802597 in the form of an e-gift card ($166.60 USD). 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,
  Rasheeah
  Customer Experience Department
  
  ********************** Americas
  
  Your Pandora Jewelry Case Number: 09702085

• Initial Complaint

  Date:05/27/2025

  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.

  Yes the order was made online. I. Will send receipt to joceline@mwco. bbb. 
  org. I cant get it to attach from my email .

   I made the purchase May 2nd online but didnt receive it, I called Pandora and they sent a second package of identical purchase stating, it sometimes happens . 
  then it finally came Friday Mau 9, The purchase was too small , I needed a bigger bracelet , therefore I called again to return purchase , then on Monday the replacement order arrived . I called Pandora , she told me to return both packages for full refund . Was not charged for 2 nd package . 
  i had already made appointment for *** to pick up 1st package . Driver  arrived at 10:54 I gave him both packages to return .Return labels applied as they were in packages. 
  One package made it back , on my Pandora site it states partial return . 
  the second package was lost , last known location was Caledon On marked as delayed. you can see this on *** tracking number .

  yThe first package tracking number is 1z91x94r9104826383. 
  I cant get answers or help from either *** or Pandora. I cant get my Refund . I did not lose the second package!! *** did . 
  Thank you 

  M. E . Fontaine 

   

  Customer Answer

  Date: 05/27/2025

  I returned 2 packages via ***** May12th @ 10:54am . Packages were picked up at my doorstep. I tracked them on 13th but Pandora only received 1 package, the tracking number 1z91x94r9104865162 was delayed in ******* On . Packages were being returned toPandora ************************************************************* I have contacted *** several times and emailed, called Pandora to get my refund of ****** order number PNDCA02843820. *** is no help , just give well be calling you. Pandora will not refund my money until they receive the 2 nd or lost package. I did not lose the package , *** lost it in Caledon On .May 13th, at 7:43 .Pandora can see this with tracking number. But neither Company is helping or doing anything to support me or solving the issues. Im out ****** due to these Companies who dont care!! They are doing nothing, refusing my refund . Pandora must have insurance on them and will have better luck with *** to solve this matter, than Iam having I have also filed a complaint against *** , complaint number ********. The 1st package was delivered to Pandora on May14th. 2nd package lost . Both packages were together when driver picked them up at my door.

  Business Response

  Date: 06/02/2025

  We apologized to the customer for the inconvenience they experienced with this order and their order was refunded on May 28th.

  Customer Answer

  Date: 06/02/2025

   
  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,
  
  ****** ********

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online pickup order on Thursday 5/8 for pickup on Friday 5/9. I sent my fianc to pick up my order on Friday. I had an engraving charm in that order that I planned to get engraved for Mothers Day. My fianc asked about engraving the charm and instead of having my fianc pay the $20 additional for the charm she forced him to pay for the entire order with the engraving, lying to him telling him thats what had to be done. She then lied again telling him that she cancelled my order already (without my permission) and made him put it on his credit card when he did not plan on paying for it because he thought it was already paid for, it was. My fianc then called me telling me she already cancelled my order (it was not) and that he had to pay for it (she already charged him) I then called the store to speak to the representative and she refused to give me her name or a customer service number to call stating that it was on my receipt. I then ******* the customer service line and spoke to a representative from there and they let me know that the order was not cancelled and asked me to call the store back to request the cancellation of my order so that I could get my $300 back. I got off the phone with them and called back the store and I spoke to the same representative at the store I asked her if my money was going to be refunded and she said she spoke to her IT department to try and cancel it. I asked for her name again and she let me know that it was ******, I then asked to speak to her manager to sort it out and she let me know that she was the manager and that I could not speak to anyone else. At the end of the day me and me fianc were charged over $600 for a $300 order that I already paid for prior to pick up. My fianc was manipulated and tricked so that this woman would get the commission off of this order. I find that extremely sketchy and it just felt like a scam. We should not be put into financial hardship for a Mothers Day gift.

  Business Response

  Date: 06/03/2025

  We apologized for the experience the customer had in the store, and one of our team members filed a store complaint on their behalf. A full refund was issued on May 9th for the original pickup order.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23344993
  
  No one ever reached back out regarding this matter and its been weeks. I should have never been charged twice. 
  

• Initial Complaint

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding my order (#PND26553193), which I placed as a late Mothers Day gift. Times have been financially difficult, so I was grateful to take advantage of your promotion offering a free bracelet with purchase.Unfortunately, although I received an email stating the order was delivered, it never arrived at my home. Ive checked thoroughly and confirmed it was not mistakenly accepted or placed elsewhere. I contacted customer service hoping for help, but unfortunately, I was not provided with a satisfactory resolution.I am extremely frustrated and disappointed by this experience. Given the circumstances, I am requesting a full refund for this missing order.I hope this can be resolved promptly. Thank you for your understanding.

  Business Response

  Date: 06/02/2025

  We apologized to the customer for the experience they had with their order, and a refund was issued on May 19th for the lost order.

• Initial Complaint

  Date:05/14/2025

  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.

  Dear Pandora Customer Service,I am reaching out regarding my recent order (#PND26553253), which I placed as part of your Mothers Day promotionspend $275 and receive a free bracelet. I was looking forward to receiving this special gift, but unfortunately, there has been a significant issue.According to the delivery notification, my package was delivered to an address in **************. However, as you can verify in the order details, my correct shipping address is in ************. I immediately contacted customer service for assistance, but I have not received any helpful resolution.This experience has been both frustrating and disappointing. I would like to request a full refund for this order so I can complete my purchase in person. Additionally, I believe compensation is warranted for the inconvenience and the missed opportunity to gift something special on time.I appreciate your prompt attention to this matter and look forward to your resolution.

  Business Response

  Date: 06/03/2025

  We have apologized for the inconvenience the customer experienced with this order, and a full refund was issued on May 17, 2025.

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/11/25 I placed an order under the email *********************** phone number ************, order number PND26540225. This order qualified for the free 14k gold plated bracelet, however I was not provided the option to get the bracelet. I picked my order up and asked I'm store in which they confirmed the bracelets were still available online as well as in store but I would have to return my order and repurchase but I had to wait 24, hours to make the return. Which was an inconvenience. I am requesting the free bracelet be shipped to me. My order total was 804. 64

  Business Response

  Date: 05/15/2025

  Hi ******, 
  
  Thank you for contacting Pandora Jewelry and thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience youve experienced regarding the promotional bangle that was not received with your order. We understand how disappointing this must be and are committed to resolving the issue promptly.
  
  We would be happy to ship the promotional bangle to you. To proceed, we kindly ask that you confirm your preferred size so we can ensure a proper fit. The bangle is available in the following sizes:
  6.7 inches (17 cm)
  7.5 inches (19 cm)
  8.3 inches (21 cm)
  Once we receive your size confirmation, we will begin processing your shipment right away.
  
  Again, we truly apologize for any inconvenience this may have caused and appreciate your patience and understanding. We look forward to resolving this for you as quickly as possible.
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  
  ******
  Customer Experience Department
  PANDORA Jewelry Americas 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23317656
  
  Thank you ******. 8.3 inches (21 cm) bracelet would be the size I need. Shipped to *************************************************************
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/19/2025

  Hi ******, 
  
  Thank you for contacting Pandora Jewelry.
  Unfortunately, the specific size you requested for the bangle is currently out of stock at our corporate warehouse, and we are unable to fulfill that order with a physical product.
  
  To make this right, we have issued you an e-gift card for $225 which is the full retail value of the bangle. This gift card can be used toward any purchase on our official website or at any Pandora retail store, giving you the flexibility to choose from a wide selection of our current offerings.
  
  We also want to let you know that the Radiating Heart Clasp Bangle does appear to be available for online orders through our website. However, please note that our online inventory is separate from our corporate warehouse stock, and sometimes availability can vary between the two.
  
  Again, we truly regret the inconvenience and appreciate your understanding. If theres anything more we can do to assist, please dont hesitate to reach out.
  
  Gift Card Information Below:
   
  Card Number ****************
  Pin ****
  Status Activated 5/19/2025
  
  Thank you for choosing PANDORA!
  
  Kind Regards,
  
  ******
  Customer Experience Department
  PANDORA Jewelry Americas 

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company engages in false advertising and fake promotional promises. In short, I was scammed. Promotion included a free bangle bracelet with my purchase. When checking out the bracelet was added to my cart. However, when I later checked on the order, the bracelet was not included. This was a gift for my deceased boyfriends mother. It is embarrassing that the charms were sent without the bracelet. If I had known that the bracelet would not be included, I would have selected a different gift. In fact, I would have waited to purchase the gift as the recipients birthday is not for another month but for the fact that I wanted to partake in the free bangle promotion. I have screen shots evidencing that the bracelet was included in my cart at checkout but only later removed after payment and finalization of the order. Absolutely disgusting business practices from a major corporation!

  Business Response

  Date: 06/03/2025

  We have apologized to the customer for their experience with this order and have offered to send an e-gift card for the value of the promotional bracelet. Although the customer qualified for the promotion, the bracelet may have been excluded due to limited availability, as the offer is while supplies last.

  Customer Answer

  Date: 06/04/2025

  This company has never apologized as claimed! Instead, at the time I spent over an hour with customer service who just gaslit me and refused to escalate my claim.  I was told that I would be contacted by the company, which until today and, response to this complaint, a month later I  have never heard back from this company.  While a gift card is better than nothing, the bracelet was for a birthday gift.  The birthday has now passed so I am not sure when and or if I would use a gift card.  However as stated it is better than nothing but would still like an apology