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.
89 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: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.
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.
Customer Answer
Date: 05/27/2025
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

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:05/15/2025
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
Initial Complaint
Date:05/12/2025
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.
This morning I called Pandora **************** ************** for assistance in placing a mothers day order.Pandora was offering a promotion of a free bracelet with a $135.00 purchase My cart contained 4 items that totaled more than $135.00 which made me eligible for the free bracelet.I inquired about one of the charms being engraved. **************** agent ****** informed me that I would have to take to **************** for engraving and for inconvenience she emailed me a coupon I could apply to order.I applied coupon to order and placed order not aware at time it would remove my free bracelet item. I immediately informed ****** that order number PND26461277 now only contained 4 items and not 5. She apologized and advised me to call back within an hour when order was processing. I called several times with no success then I started a chat with Zeigam which I attached script who created a case #******** and advised me that ****** his supervisor would be contacting me asap. Many hours later I still have not received a call or email. I have just received an email stating that 4 items have been shipped which prompted me to contact BBB for assistance. I asked for items not to be shipped and for me to be refunded $133.48. Now I will be inconvenienced with returning items. BBB can you please help me? Thank you
Business Response
Date: 06/02/2025
Weve apologized to the customer for the inconvenience with their order. The items have been returned, and the correct refund amount has been issued to the customer.
Initial Complaint
Date:05/06/2025
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 5-4-25 I placed an order for a ring, a polishing cloth & gift box for my Granddaughter. Promo was a free bracelet if the order was over ******. Mine totaled $136.00 before tax so I did qualify. A window popped up saying I qualified & I clicked to add it to my order. The free bracelet did not show up in the order. I tried many times! I have been in contact with **************** once yesterday and again today to no avail. Today the *** tried to tell me the polishing cloth & gift box brought my total to $136.00 but they don't count...it had to be jewelry. That is NOT what it said!!! I would really love to get the bracelet before she comes home from College.
Business Response
Date: 05/09/2025
Hi *****,
Thank you for bringing this matter to our attention, and I sincerely apologize for the frustration and confusion you've experienced. We understand how disappointing this must be, especially with the order meant as a special gift for your granddaughter.
You are absolutely right to be concernedwhen a promotion states you qualify, it should be clear and accurate. While the terms do require the qualifying total to be met with jewelry items (excluding accessories like polishing cloths and gift packaging), we understand how the messaging may have led to a different expectation.
That said, we truly want to make this right for you. We would be happy to ship the promotional bracelet directly to you. To proceed, we just need to confirm your preferred bracelet size and the correct shipping address.
We appreciate your patience and your loyalty to Pandora. Thank you again for giving us the opportunity to resolve this matter and ensure your gifting experience is a memorable one.
Warm regards,
Jade

Customer Answer
Date: 05/12/2025

Complaint: 23294000

I am rejecting this response because: I didn't want to close out this complaint simply because I don't know what size bracelets are available from Pandora. Once I'm notified, I will order the correct size & close the case. Thank you!

Sincerely,

***** *******
Initial Complaint
Date:05/06/2025
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.
Pandora offered free bracelet with $130 purchase for Mother's day -- spent $149/tax included -- did not receive free bracelet because ENGRAVINGS on 2/$50 charms 20$ a piece ($40 total) wasn't mentioned as unqualified as part of $130 marketing gimmick--tried calling with no resolution to this problem--offered to buy another charm to meet marketing gimmick was offered percentage off if I purchased something else--yes the only way to rectify is SPEND MORE MONEY--ripe off!!
Business Response
Date: 06/02/2025
We have apologized to the customer for the inconvenience related to this issue and explained that our promotion has a required purchase threshold. When that threshold is not met, the promotional item cannot be issued. However, as a courtesy, we will be providing an e-gift card for the value of the bracelet, which can be used both in-store and online.
Initial Complaint
Date:05/01/2025
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.
Product (lab grown diamond engagement ring) was bought from pandora in July 2024. Paid $2373. Realized the ring was crooked. Sent it back at the end of March 2025, knowing that Pandora has a 2 year warranty on lab grown diamond products for refund or replacement. Our REFUND was authorized by the company. Ring was sent back at the end of March 2025. We waited two weeks for our refund and never got our money. We reached out through their life chat and we were told refunds take ***** days. So we waited. Now it has been 25 days and still no refund. We called customer service multiple times just to be told they will escalate the situation which will take another 7-10 days. We never received any other communication with updates. Every time we called it was the same story from them. They arent trained to deal with the diamond products and products of this value. I spoke with a supervisor yesterday and she told me she would leave a note for the person who deals with this and would get back to me today. Today, we received a gift card with a $2100 value. We had never discussed wanting store credit, only refund to the original card of payment. The agent even confirmed our card number for the refund. Not to mention, the store credit value was not the same as the value we paid. I called once more and was told the situation would be escalated once more and we would hear back in another 5 days. We desperately just want our money back from this company that has given us horrible service. Please help us. They have our money, they have our ring, we have nothing. Weve waited so long to get this large sum of money back and Pandora is not listening to our concerns or doing their jobs. Please help us get our refund back. This was supposed to be our engagement ring and now this situation is ruining our engagement and the magic of the situation. The only thing we did wrong was trusting this company for something as important as our engagement ring.
Business Response
Date: 04/30/2025
Hello,
The customer purchased the ring through ********************'s corporate online retail store. The issue with the refund has nothing to do with our local franchise store. The customer is doing the right thing following up with ***************** It is unfortunate that the online store hasn't been able to provide a satisfactory resolution for the customer. The complaint should be directed at the corporate entity that operates the online sales.
Regards
Customer Answer
Date: 04/30/2025

Complaint: 23263765

I am rejecting this response because: I am aware that the purchase was an online purchase and I did contact Pandoras customer service. They promised a refund (back to our original card of payment even confirming the last digits of the card number with us) several times and then sent me a gift card for a lesser amount than I paid. However, I refuse to get a gift card. I want my money back to the original card of payment as per their policy that I attached in the original complaint. They are not respecting their own guarantee and not providing me with a resolution that would make me happy.
Could you please contact Pandora online customer service?

Sincerely,

******* *****
Business Response
Date: 05/09/2025
Hello *******,
First and foremost, I want to sincerely apologize for the frustration and distress this experience has causedespecially regarding something as meaningful as your engagement. We fully understand how important this purchase was, and we regret that your experience did not meet the standard of service you deserved.

I did attempt to contact you by phone to speak with you directly, but in the meantime, I wanted to ensure you received an immediate update. Weve now processed your full refund back to the original method of payment. Depending on your bank, this may take a few business days to reflect in your account.

Additionally, in acknowledgment of the inconvenience and delays you've faced, weve left $50 on the gift card that was previously issued to you. The gift card number is: ______________. While I know this does not make up for the situation, we hope it offers a small gesture of our sincere apology.

We truly appreciate your patronage with Pandora and thank you for your patience throughout this process. Should you have any further questions or need additional support, please dont hesitate to reach outwere here to help.

Warm regards,
Jade
Customer Answer
Date: 05/17/2025

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:04/16/2025
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.
I purchased a ring approximately one year ago after wearing it a couple times the stone fell out and was missing. I returned the ring theygave me an * gift card so I got another ring. Same thing happened. The stone fell out within two weeks of wearing it got another * gift card and purchased another ring. Third ring had it for less than a week. A stone fell out again. This is the third ring I purchased I do not want another ring. I wanted my money back which was only $58.30. I believe, after calling and talking several times to several representatives. I finally got a supervisor to agree to refund me my money. I do have an email stating they would refund my money from the original form of payment within five business days! I never got a refund, but I looked at my email and I got another * gift card. I explained to them I didn't want another a gift card that their products were poor quality after this happened to the third ring in a years time and they agreed to give me my refund but instead chose to give me another * gift card I have not cashed the * gift I told them to cancel it and refund me. They're ignoring me. They won't return my emails and when I call they give me the runaroundit's been going on now for two months. I simply just want my money back. I don't want their gift card. I don't want any other poor quality products. I have the email. (I'm not sure how to send it to you though)promising my money back. I just seen a place to upload my emails and I did upload them if you need any more info please let me know.
Business Response
Date: 04/21/2025
Wed like to clarify that we can only issue refunds to the original form of payment. In your case, you paid $5.30 on your debit card, which is the amount we would able to refund back to that card. The remaining balance of your purchase was paid using an e-gift card, which is why the refund was issued back to a new e-gift card. Were unable to refund amounts to your debit card that were not originally paid using it. We apologize for any confusion.
Customer Answer
Date: 04/28/2025
I added all the emails I had sent to this business. I never got replies back so I have nothing to send in their reply. They totally ignore my emails. I did send a chat message promising my money back which I never got I previously also sent you chat messages stating I would get my money back And instead they send me an E gift card when the supervisor promised to send me not an E gift card but my cash money back as I stated to the supervisor there products are poor quality when a stone fell out of three different rings that I purchased within seven months I just simply want my $58.30 Back That they promised

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Pandora Jewelry LLC is NOT a BBB Accredited Business.