My partner and I went to the Metrotown location yesterday at approximately 3:30pm (Nov 28th) and our main purpose was to get a store credit for the gift that my partner received. The gift receipt that we received from the friend states that exchanges can be processed at any Pandora store in Canada with original/gift receipt. Furthermore, it states merchandise being returned to a Pandora store other than where it was purchased, store credit will be issued. Upon seeing the receipt, the staff member assisting us told us that we cannot receive a refund (which we understand because we do not have the original receipt, just the gift receipt) and that we can only do an exchange rather than receiving a store credit. We asked the staff member for store credit rather than an exchange or full refund but they stated that it was not allowed because we did not purchase from their location. We wanted to better understand why store credit is not allowed because the original gift receipt states that we can return for store credit. During this conversation, a different staff member near by (dressed in a grey tshirt, long dark hair, female working near the till by the inventory room door) continuously looked over to us with an affect that appeared to be judgemental. While the original staff member was explaining, the dark hair staff member interrupted (while they were still assisting another customer). The dark haired staff member stated that we can only do an exchange and because we do not have the original purchase receipt. In order to get a store credit or money back, we need the original receipt. They also suggested that we ask our friend (who has the original receipt) to come to the store to get the store credit with us. It sounds quite absurd that they would make such suggestion. Ask the friend who purchased our gift to go back to a store with us just to do get a store credit.... Furthermore, the dark haired staff told us that if we get a store credit with our gift receipt that is basically us simply taking money. During the entire conversation, the dark haired staff's tone was not friendly whatsoever and had no friendly facial affect either. Is that what customer service has come to these days? At the same time as our conversation with the dark haired staff, the original staff member went to consult with their manager. They returned and told us that the manager agreed to just let us have the store credit because "they are too busy to deal with this right now." It is quite interesting to me that the store manager would say such a thing and they would deem helping and explaining the situation to a customer to be perhaps - annoying? I understand that it was the Sunday right after Black Friday, but perhaps the manager can suggest for us to come back another time or wait a certain amount of time so they can come to us and explain the situation. We then also found out a very important piece of information, this specific store is not a franchise branch - rather, they are privately owned so the policy works slightly different. Wouldn't it be a good idea to lead with that? My partner and I did not want to deal with the staff or this specific store anymore and we decided to quickly pick out a couple of rings. On a positive note though, the original staff member that assisted us remained calm and helpful since our initial interaction. They were apologetic and were patient with us when we looked for some rings. Ultimately, staff are very unfriendly (except for the staff that helped us, according to our receipt their name might be Amanda) and steer clear from this location. If you absolutely need to purchase from this store, ask about the gift receipt and return/exchange policy when purchasing from this store.

I couldn’t believe the poor service and disorganisation when I visited the store today. I wasn’t greeted when I entered and was not acknowledged during the five minutes I waited for my turn (I wasn’t bother by the short wait, to be clear). A girl (Chloe) came over after that time and wasn’t particularly friendly. I was picking up an online order so she took me to the checkout counter and pulled out a jumbled container of online orders. Literally a bin of about 35-40 small boxes with recipes tied on with elastics, all jumbled together—ridiculous! I had to stand their while she slowly checked each recipe name individually because there was no system whatsoever. Aftery a few minutes and as I was getting a bit frustrated, I politely suggested that they would benefit from a better order pickup system. She replied, “No, there isn’t room.” ?! I said, “You couldn’t easily put these in alphabetical order in the bin and it would save you (and customers, duh!) tons of time.” She ignored me. She finally found it and, I kid you not, it was the very last one… She took the receipt, marked the order as collected, and handed me that same unmarked box with the elastic band. I had to then ask her for a box and to wrap it nicely with a bag and tissue (as they do for all in-store customers) even though we had selected that option online at checkout. She was thoroughly irritated by the ‘trouble’ at that point and didn’t acknowledge me again while I was there, even when I said thanks before leaving. Horrible service! Do better Pandora.

I have to wait in line same with people who are buying from the store. I order online pick up and have to wait 2 hours in line for me to get my order. They should have accomodated a separate line for pick up. I ordered in there site for convenience ending lining up.😡😡 the sales associate is rude, not accomodating and in rush of helping me in my inquiry. I asked her to if i could change the size of my bracelet that i'd pick up, instead she said that i have to return first the item and have to purchase again through online order. It doesn't make sense at all!!! I just want to get a different size, same type of bracelet again!!! So i decided not to get a new size since its really a hassle. She just hand me the bracelet and chain with small ziploc bag where it was stored. I asked her if I can get a bag. She just gave me the bag and had to put the items by myself. What a great customer service!!! I felt like she does not want to cater me at all. 😡😡😡😡

DO NOT shop at the Metrotown Pandora! They are tricky and manipulative. We were visiting Canada from the States. On 7/24/22, We bought 4 charms and 1 necklace including a red maple leaf Canada charm from the McArthurGlen store in Richmond BC. This Canada charm cost $90 Canadian dollars and it was not on sale. Salesperson from this store said we can return or exchange within 30 days. My daughter tried the charm on her bracelet (which she was not wearing only kept delicately in her purse because we were out doing activities). After we paid, she kept this charm on her bracelet, so we didn’t get a box for this charm. My daughter likes to collect Pandora charms from all the places she visited. The next day, 7/25/22, literally less than 24 hours later, we visited Pandora at Metrotown and was helped by a middle-aged lady. My daughter found another Canada charm she liked better. Salesperson was friendly until we told her we want to exchange from the one we bought yesterday. She said right away that she was not sure if she could do that. I told her that the salesperson from the other store said we can return or exchange within 30 days. She called her manager named Sang (not sure if that’s even her real name and wouldn’t provide her last name) over. Sang asked for my receipt. Sang and the salesperson secretively stepped away from us to the back wall of the store and whispered together for about 20 seconds. BE AWARE-this became manipulative! They came back and Sang said we can exchange. THEN she said but that charm we bought yesterday was on my daughter’s bracelet so it’s considered used so she couldn’t exchange it for us. ARE YOU KIDDING ME? My daughter was not wearing her bracelet! She was only taking it out to see how the other charms from your store would look on her bracelet. She tried 3 charms from your store! So, are those 3 charms from your store considered used too? They wouldn’t listen to what we had to say or explain. Their intention/plot was to prevent exchange or returns period! Terrible customer service…very unprofessional! Wish I could give zero stars! We’ve been to so many Pandora stores in North America including Hawaii and have never experienced this kind of low-class service. Very sad and disappointed that Pandora hired such manipulative employees to represent your store and your brand!!!

Clean and light shopping floor. Shopping space is comfortable. Employee is basically nice and friendly, but not everyone. Price is good with discounts. Check out speed is normal. Credit cards accepted. Mall public restrooms available nearby. Free mall parking lot available.

I walked in and there was a handful of free workers, I wasn’t greeted by anyone. The girls were just talking to each other and I knew they saw me because there was clear eye contact as I need help when I couldn’t find the item I wanted myself. When I asked for help, I showed two screenshots from the pandora website of necklaces that I wanted. She had to ask another employee. One of the items wasn’t in stock and then turned out the other one only comes in a set now. She didn’t tell me the price about the set until I asked, and after that she also didn’t suggest any other products. She transferred me to another employee. She did not ask me if I wanted to try on the necklace like other people I saw were. When I asked to see other heart necklaces instead of showing me she just gave me a catalogue. The reason this made me even more upset was because if the other items I wanted weren’t the same as in the catalogue/were sold out, why would you not just show me the ones that are in stock

Terrible customer service at this location. Went in to look as they are having a sale and was not approached or greeted by any of the employees. Walked around the store multiple times and not one single person came up to see if I needed help. Can understand if they were busy with other customers, but there were 4 employees doing nothing... either just standing near a wall or talking amongst themselves. Even stood right next to two employees while I was browsing the showcases and was ignored. Was even worse to see customers who came in after me being helped while I was still yet to be acknowledged! I was planning on exchanging a gift I received with something new but with the poor customer service I will be heading over to the Richmond Centre location, who go above and beyond in their services. Will not be coming back to the Metrotown location ever again, whoever was working on 12/30/2019 all need to be retrained at customer service.

I don’t usually leave review but experience is always great at this store, few weeks ago I believe Manveen helped me out and she was great as were the other associates. Some of these negative reviews are from some real entitled people, just by waiting in the line I’ve seen these customers make some absolutely insane and deranged remarks to the workers at this store, I’m surprised they’re able to keep their calm and handle it effectively, the way my experience went here, I’m more than inclined to believe these negative reviews are from really entitled and straight up idiotic customers who think the world revolves around them.

Bought earrings online for pickup, waited 3 hours from placing my order (email said to give the store 4 hours to prepare) and went back to the store to take a chance at picking it up earlier if possible only to be told by associate I can't get it yet... but if I cancel my online order and placed an order in store, I can get it right away. I called customer service if I can cancel my order only to be told it's impossible, it can only be done if I don't pickup my order after 3 days. This is so absurd, Tiana. I appreciate you showing me the earrings prior to purchasing, but to not have compassion for customers just picking up 2 small items? Even if you're busy, you could've gave me an estimate time to come back, but you didn't. Your first solution was you wanted me to cancel it when I already paid for it online. I work in the service industry, and this is how you spoil the customers experience. Sad to say, I am not picking it up anymore and just cancelling this order. Corporate must investigate this branch asap as I'm not the only one with a bad experience.

Worst experience ever…The assistant manager I don’t know what’s her name was so rude …. I came back to return two charms which I bought just 20 mins ago and she said I cannot return it because I didn’t have box for it …. Well the salesgirl offered me to put the charms on my bracelet and see how it looks like ….so I just left like that …. Literally they can’t return the charms which I bought 20 mins ago….The assistant manager attitude was really bad … I am from Winnipeg so there is no way I can get my refund back ? If there is any policy like this it should be in formed when I paid for it …

My experience was really very bad. I bought bracelet 2 weeks ago. I told the lady over there to link my receipt with my email address and she took my email but did not link my receipt with my email. I went there to return the bracelet i asked her for my email and there was nothing. She did not do anything on that day. My money goes waste now. I recommend not to go there. Their customer service is very bad. Infact they don't ask the customer whenever there will be any replacement or return. When is the question of buying they treat you politely.

Best word to describe this location: rude. My partner and i went into the store today to look for a gift for my sister. We were not greeted at all, the person who came in behind us was immediately greeted and offered help. We then had to go ask at the front counter for assistance from one of the two girls who were just sitting there (one of which was just on her phone). The girl who was helping us was extremely rude and unprofessional, hard to believe that the service we received wasn’t due to the way we looked based on how they served the man who entered after us. I ended up purchasing a charm, but will be returning it because i am utterly appalled by the lack of customer care and would rather they not have my business at all.

Ordered a pair of earrings online and picked it up in store, it was suppose to be a present for my friend and my friend didn’t like it, went back to the store next day and hopefully can exchange to something she likes and the sales was saying the earring was worn and can’t do any exchange or refund….. we literally just took it out from the bag and looked at it for 5 mins, I just feel like the sales was being condescending the whole time and didn’t want to help me because she was too busy chatting with another sales… end up visiting another Pandora store and they were able to help me do an exchange… I will never come to Metrotown Pandora again.

What kind of store doesn't have cleaning service everyday. You know not all the time im not busy. Or maybe the staffs feel to lazy to clean the DIRTY bracelet . They'll should have a free cleaning service everyday because the materials looks like the quality they use is cheap one , i don't wear it everyday but still gets dirty. It's really not worth it for $100+

I never write reviews because I am usually a pretty chill person, but I can't stay silent on this one. Incredibly rude sales staff at this location. There were 3 sales staff, one appeared to be very new and the other had really short brown hair who was helping another customer. But whoever was the employee/manager with mid length dark hair (seemed like she was training the new employee) working today Sunday, May 22, 2022 at around 1245pm. You need a course on leadership essentials and customer service. I have worked in retail in my early years for lux brands and never treated a paying customer the way she did with me. I calmy explained the situation to her and right away responded with a very defensive attitude towards an adequate return. She engaged and started with a combative argument at once and put words in my mouth. She even said, "honey that's the jewelley business". To the management/owner who may read this, it might be time to invest in training your employees with seminars and courses in treating paying customers with respect and effective communication and maybe, your reviews will improve. This is the worst retail customer service I've received.

Last time I shopped here the staff were excellent and today when I went I found them horrible and not helpful at all … I also don’t like their attitudes acting like I am a thief as well as I explained I need to exchange a new bracelet because it doesn’t seem to click tight properly and the girl said they have to inspect it to see if I can. I told her it hasn’t even been worn and she still says they need to look at it to decide. I’m don’t shopping at this location.

My daughter and I came in to pick out a graduation gift for her. The staff was very friendly as soon as we walked in. I only wish the staff knew a little bit more knowledge about the product. I understand its not genuine jewellery so it's not surprising. My daughter loves her charm bracelet though. We will visit again

No staff. Long waiting. 7 customers and 2 sales people. Designs are good but overpriced plus taxes not worth at all.

Long wait to get inside, but was definitely worth it. Was able to pick up $400 worth of gifts for my wife.

Came here a couple weeks ago. Very unprofessional and poor customer service. We were not greeted when we entered the store. The dangling charm broke off from my niece's bracelet. The sales associate told us it is our fault it broke and that they can't help us as their store is just a retail shop so we have to find our own jewelry store to fix it.

I visited the Pandora store in Metrotown today and unfortunately had a less than satisfactory experience. I arrived 20 minutes before closing time, and despite there being two staff members inside with a couple of customers, they blocked the door so no one could access it. I decided to wait in line and politely inquired if they were still accepting customers, given that the closing time was 9 pm. The staff seemed uncertain and took about 20 minutes to decide if they were willing to assist me. This delayed service and lack of clear communication left me feeling disappointed. I believe that such situations should be handled more efficiently and professionally. I hope this feedback can contribute to improving the overall customer experience at the store.

They could definitely have a lot more professionalism in terms of customer service. I came in to exchange as I received the same gift twice, only to tell me they are refusing to do so the day after Boxing Day, and while I understand this, it was communicated rudely. I hope next time I come back their service is better. I was really hoping to take a look at a dragon necklace they offer as I have the matching ring and see it in person, (I’ve been looking at it online for a month) but the look on the woman’s face told me she didn’t want me to enter the store. It was wholly unwelcoming, embarrassing, rude beyond belief, and I only hope no more customers who are looking for a pleasant experience, a gift for themselves or a loved one, are treated this way.

I am deeply dissatisfied with the customer service I received. Despite arriving 20 minutes before closing time, I was denied entry due to staff being occupied with just two customers. The lack of willingness to assist and the extended wait until closing time was both frustrating and unacceptable. I urge the store to address these issues promptly for an improved customer experience.

Aimee was so sweet and professional in helping me and my girlfriend find a ring - we left buying matching earrings and a bracelet for her too because of her knowledge in jewelry and overall amazing customer service.

Zara helped me so much I really appreciate that!!! One hour was with me and also was very patient! I have no words just the best!!!

The girl who helped me today was really sweet. Thank you for your wonderful service.

I got my bracelet here!

Very busy store, even weekdays. The first time I went I dealt with Gina, she was friendly but she was not able to help me with my size change request as she couldn't find the correct bracelet size. Second time, another lady helped me (I think she's Brazilian?), so nice and friendly, gave me helpful suggestions on the size and how to take care of the bracelet.

Visited Pandora Metrotown on November 6, 2021 and had an amazing experience here. We were welcomed and helped by Angel the manager of the store. She was very knowledgeable (no doubt!), kind and patient with us and even with some ‘not-so-nice’ customers wanting to get in the store while they were at max occupancy. We were looking for a basic chain and a simple pendant while having absolutely no idea what Pandora has to offer. Angel was very nice to answer all of our questions in a professional and attentive manner. She also did a great job sanitizing, packing the products and setting up the account for us. We couldn’t find the pendant we wanted but Angel really did her best to give us all options possible. She deserves a raise or a promotion whatsoever! Overall an excellent experience. Awesome customer service! We left happy with our purchase and will come back if we ever look for other jewelry items. Angel really brought us to Pandora 😊 Thank you!

Customer service un-professional and was just overall very rude towards me despite me trying to be as polite as I can when trying to ask about my bracelet

This is my second time shopping at Pandora and their customer service was good. The sales rep. who helped me had a lot of patience as I tried a few different rings with different sizes. I wished they could have promoted their other products as well but it was fine. I knew what I wanted and I got it. The ring that I chose was a wishbone heart-shaped rose-gold ring and it was super cute. Overall, a satisfactory experience.

Been here x2 in the past month to pick up online orders both times staff was busy with other customers which is fine, but they don't greet and acknowledge customers when they walk and just ignore them. No doubt this store must lose a ton of revenue due to horrible and rude employees

I was waiting in the metrotown store for more than 20 minutes for someone to attend me, and when the advisors got free they began to attend to people who had clearly arrived after me. I prefer not to buy anything

Had an exceptional visit to the Metrotown store today. 2 lovely young girls assisted my husband and I. One even gave me a hair tie so I could try things on easier. The store was clean, well stocked and very bright. (Maybe turn the heat down though. Holy it was hot in there…🥵) Thanks girls for helping me spend my husbands money….LOL

Sales staff were rude, didn't even bat an eye when I stood there standing still for about 5-10 minutes. Then afterwards, I had two orders, the same item but one had a 15% discount. They processed the wrong order # and I specifically stated the situation with it. The sales person that assisted me didn't even listen and continued to process the correct one. Disappointed for sure.

I am really disappointed! The girls working there are to show you their products but they struggle with customer service. They don't know how to use different types of payment. I have a Metrotown gift card and they told me that they don't take this kind of gift cards. My husband just arrived with my Pandora bag in one hand and my Metropolis gift card in the other (he had to pay with his credit card) I am really surprised because according to Metropolis at Metrotown they are part of the project. Please Pandora management give some orientation to your employees. I hope you can fix this situation Thanks

The website was sold out of a particular charm that I was interested in, so I went into the store to pick it up. I wanted to buy a few charms, but one that was shown to me by the salesperson was tarnished and I asked if they had a different one as this is a gift. I was told that I could buy a cleaning cloth and clean it myself. Because of this poor service I left and will not be buying from Pandora at all. This was my first experience with them and will not be supporting this company in future.