My daughter received a ring for graduation and needed to exchange the size. She wanted the EXACT same ring in another size. She was told that they could only exchange or refund rings purchased from that store. This ring was purchased at the Galleria. I searched the return policy online and it is as follows PANDORA stores are happy to exchange any items purchased from any PANDORA store. A valid proof of purchase must be present within 30 days of purchase and the items must be as new. Any items for exchange without a receipt may, at our discretion, be exchanged at the current price. I call to speak with a manager who informed me that the store was independently owned and basically created their own rules. As the conversation progressed I am told that the Galleria has the same policy because they have the same owner. I said, "so, you are telling me that my daughter can not exchange a ring for another size at your store when the internet clearly says that Pandora policy is that she can AND it was purchased at a store that is owned by the SAME person"! She lets me know that is correct, but will not give any contact info for the owner or anyone above him. I will be calling the corporate headquarters first thing in the morning.

My husband and I came up with a great idea to buy myself, my mother and MIL Pandora bracelets about 5-6 years ago. Since that time, we have purchased 6 bracelets and countless charms as gifts for birthdays, mother's day, Christmas, etc. We have literally spent $800-$1500 EVERY year as gifts and my other family members in California and KY have also shopped their Pandora stores to buy charms as gifts for family members to help build out the bracelets since we made gift buying so easy by purchasing the starter bracelets. When we first purchased the original 3 bracelets, we were told that if the gift recipients wanted something different, all they needed to do was go into their local store, explain the item was a gift and they could exchange. This in fact was done by my MIL in Louisville on a visit where my family spent the holiday with them. They have now shopped at that store for years. For Christmas 2017, my MIL sent me 2 charms that I wished to exchange. She was not satisfied with the selection at the Mall of St Matthews store, so she told me to exchange if I wished something different. The charms I wanted to exchange were purchased at the authorized Pandora store at 5000 Shelbyville Rd,, Louisville KY. I wanted to give the Summit store we shop at time to restock after Christmas. So on Jan 11, my husband and I went into the Summit Pandora where we ALWAYS shop and said I wanted to swap out with different charms and presented the receipt. The mgr, who was petite with long brown hair informed me that the store was independently owned and they do not allow exchanges. I let her know what I have been told in the past (at this very store from the beginning years ago) and she said since the item was purchase elsewhere, they could not allow an exchange. I told her we have shopped there for years, several times each year and have literally spent thousands of dollars at this store. I then advised her that if the Summit Pandora would not allow an exchange of charms (by the way, we likely would have purchase additional items since my birthday and anniversary are in January), then this "independently owned and operated store" has lost our business forever. Birmingham has at least 2 stores (at the Galleria and Jared) that are about the same distance from our home . We will be choosing to do business with which ever store allows us to exchange our gift charms from the Mall of St Matthews Pandora store. No longer will we shop at the Summit Pandora, but we will take every opportunity to share our experience with others.

I went into Pandora at the Summit right before Christmas. I was looking for a piece of jewelry for my 16yr old daughter. I had no clue what to get her (that she would actually like). The store manager, Carlanda, was so helpful and took the time to help me find the perfect piece. My daughter was so happy on Christmas Morning to see her new necklace!

Horrible Customer Service I recently posted a review on the Summit location in Birmingham, Al. I removed the review thinking management would become better. I was wrong and this is the reason for the repost. Earlier this month my wife’s Pandora bracelet broke. I checked the website and it stated repairs are to be taken into the store. I went to this location. I was told by the manager via an employee that the information was not true. I needed to contact customer service, this was a Sunday. I contacted customer service and was told the information was correct to go into the store. I contacted the store manager directly and went back and forth with her via text. Finally I contacted the cooperate office and was given a number to call. The cooperate contact was able to resolve the issue with a gift card, because the original bracelet was not in stock. I informed the store manager and she stated I needed to work with them from now on. I stated after this experience I probably would not be purchasing Pandora jewelry. She stated that probably for the best. (The reason for the repost) On 12/12/2022, my wife went into the store to use the gift card. She tried on a bracelet and made the purchase. She did not immediately wear the bracelet as she has 3. On my birthday 12/30 she decided to were the bracelet. When she placed the charms on it they fell off. She decided this bracelet was not for her. We contacted this location to inquire about exchange. We was told that we would need either an email address or receipt. Also, the bracelet must not have been worn. After resolving the communication mix up with the first representative. We told the person on the phone ok. We went into the store today 12/31 to exchange the bracelet. The first representative handed the return off to the assistant store manager Brook. My wife began looking for a replacement. She looked at the bracelet and clasp, then had another associate look at it. Brook looked at us and stated she cannot take the bracelet back because it’s been worn. We informed her that this was not possible. She stated that there was a mark around the clasp area. We informed her that the only time the bracelet was put on was in the store during purchase. She told us she could not exchange it because of the mark and if she did she could loose her job. I stated in the store that people need to make sure they look at their jewelry before they by it, because it may show sign of it being worn. Brook told me she was going to contact security. (I am hoping that the store has video to prove this). After being treated like a criminals, treated like as if we were lying, treated as if we were trying to steal, and treated as if we were trying to cause a commotion, we left the store and contacted the cooperate office via email again.

I’m sad to report the horrible customer service I experienced Nov 19th, 2022 at the Galleria Pandora Jewelry store. The associates over looked waiting customers and when I attempted to speak with the manager Ms Cynthia it was clear she lacked the professionalism, leadership and customer services skills to managing any establishment.

Locked the door 20 minutes prior to closing. They did have customers in the store but 20 minutes seems way too early and I only needed to come in and pay for a charm. I checked online to make sure it was in stock.

Love this location and it’s wonderful staff that helped me choose the perfect charms for my loved ones this holiday season!

FYI this store is closed ! They just let all their employees go without any notice! They own the one in galleria too so I won’t be surprised if they close too! Companies really don’t care I guess!

The staff was very welcoming (which that's their job) but were also very helpful...If your looking to add to your collection visit this location...

Service, location and store was awesome I wish I can put 10 🌟

Beautiful bright clean store and was greeted warmly. I had called ahead to ask them to hold a bracelet as I wanted to exchange one I had bought recently to a smaller size. Sadly, the sales associate that had put aside the bracelet the day before did not check the clasp. The sales associate that helped me was honest about the clasp being slightly faulty and even though I could have exchanged my bracelet and taken that one, she recommended against it and did everything she could to try to accommodate me. Unfortunately I didn’t have enough of a remaining balance on my Pandora card to make the exchange. She even tried increasing my credit limit but to no avail. I gave 4 stars because I wasn’t able to exchange my bracelet, and I feel that for a high ticket item (it was a diamonds by Pandora bangle), they should have had better stock. But she was very nice and spent a lot of time with me to try to come up with a solution. I still recommend this store!

I had the bad experience ever is my first time writing a review, but i have to do this, i came today to try to return something and this lady supposedly the manager was so rude and honestly sound racist, and even told her and she just laugh and say “have a good day” not because you said that, means your being nice, she was jusy shutting my mouth and there was another lady, saying she was going to call someone to take me out of the store like if i was doing bad or crazy, i love pandora and everything but the people they have is so wrong, specifically the managers are there to help not to be this rude, Terrible Service!!!