Pandora Jewellery Regional Office

I am a customer who has purchased a few items from your website for my mother for mother's day, and for my wife. I am extremely upset with the service I have received. I have been lied to on multiple occasions and was not notified of anything in the process. Upon receiving my order I was surprised to see some items not delivered, and some items that were not even the correct ones. As a first time buyer from your company, I am a most definitely a last. I purchased several items from your online site from your mother's day collection. When I received my gifts there 2 items missing; one of which I was charged for and was not even on my receipt. I was dumbfounded to see how this could be missed. I had one charm that did not fit the bracelets at all (apparently it's made for a different bracelet). I called the customer service line and after waiting one hour on hold, I got someone to answer. This is where I got really frustrated. I spoke to the representative where she told me that one of my charms (the angel one ) was sold out and it is for that reason I did not receive it and there was no indication on the website that it was sold out. How can you sell a product you no longer have in stock. The representative said that she refunded that charm for me. This problem was semi fixed because now it would take 3-5 business days for me to get my money back to then wait another 7-10 business days to receive my gift for my wife. I explained to her that my owl charm was not shipped and I did not receive it. She said that she would ship it for me and it would come within 7-10 business days. I explained to her that I ordered the things I wanted well before the recommended date on your website this was not my mistake, why should my loved ones not receive their gifts on time. It should be sent with express shipping. This representative literally gave me false information as she told me due to the COVID-19 Pandemic that Pandora no longer offers express shipping. The Pandora website clearly states that express shipping is a feature that Pandora offers for an additional cost! So why was I lied to? I continued I asked her if I wished to return my Moon Charm could I go to a Canada Post box and drop it off there. She stated no it would have to be with UPS and I would have to go to a UPS store to drop it off. Your website states that returns may be done by Canada Post outlet if I would like to return my product by mail. What I also don't understand is that I need to risk my safety by leaving my house for mistakes made by your company and why I am always receiving mixed information. I have been trying to change my email on file for two weeks to receive some kind of estimated date/ tracking information for my purchase and I have received no answer. I was transferred to a supervisor and waited on hold for an additional 2 hours. This has to be the literally the worst customer service I have ever experienced in my life. I have wasted my entire day waiting on hold and to be kicked off the phone when your customer service line closed. To wait two hours on hold for a supervisor is pretty interesting - it really comes to show how busy they are and I don't think that's a good sign. I would like to return my entire purchase immediately - your website says that I need some kind of authorization. I would like to request a call from a supervisor as soon as this message is read. I will do my part in packing placing the purchased items in a Canada post box and have it shipped to the labelled address on the return label. But I wish to receive a call for authorization as soon as possible please.

My sister ordered jewelry from you for Mother’s Day (online order) on May 1, 2020. She was aware of the information that was posted on your website in regards to Mother's Day shipping deadline cutoffs in order to receive the order on time. We understand that service may be slower due to the current COVID situation, however, we would have assumed that this was taken into consideration when those order dates were posted online on your website. It is truly disappointing when a company is baiting customers into making purchases and to capitalize on Mother’s Day when they cannot follow through with their promises. The order was placed on May 1, 2020, which was FIVE DAYS prior to the shipping cutoff that was posted by Pandora for standard shipping to Ontario, in order "to ensure your gift arrives before Mother's Day". Yet you made empty promises to customers that you cannot back up. Our order was shipped on May 6 from Memphis. How did the company expect it to arrive to Toronto in 2 days, given that there's no weekend deliveries, so that means it should have arrived by May 8 for Mother's Day on May 10. By the way, she did NOT receive the items by Mother's day. Additionally, she emailed your company and the response from employee “MyRanda” came across as extremely rude & didn’t address the false delivery times. The response stated that you’re a “non-essential business” in capital letters. This was a horrible experience and horrible customer service. The LEAST you could have done was to try and come across as empathetic in your email response and apologize for the incorrect timeline you communicated to your customers. Don't blame the courier's judgement. You’ve lost loyal customers.

I'm trying to get ahold of a representative via email for over a week now. I was sold a broken bracelet before Christmas and no one seems to want to answer me to replace it!!!!

worst service ever

Very bad customs survice!!!!