I had a horrible experience with the manager (Young Guy) I will never come back to this store. I called and made a complaint to corporate, and I was told I would have a response withing 24-48 hours. Customer service at the corporate level is horrible also. Abby which is the Area Manager at of Lexington is the only one that communicate back on the ugly situation which the St. Matthews cops came. I came in to get a bracelet (which I have several) cleaned. While there, I was looking at rings, and they had a promotion, but when it was time to pay they were going to overcharged me. I asked for a manager and this young kid came over and told me that the sign that was above the display didn't read like that. I said no that isn't what it says. I took a picture of the sign, and asked him his name, and he stated I'm not telling you. I went to take his picture so I could have at least something to show corporate and that is when he smacked my hand with my phone in it, and told me to leave the mall. He then proceeded to go to the front of the store, and told me that I couldn't leave. He shoved me, and I told him to keep his hands off of me. He had no right touching my phone, or shoving me. I made a report with Mall security and then the St. Matthews police were called. He told his staff to call Mall security. I stood outside of the store, and the whole staff was laughing. I left and walked outside and flagged down the Mall security guard. They are the ones that called the police. After speaking to Mall security and the police, they both advise me to make sure I filed a complaint against the store. I have tried for over a month to get a response, and the only one that has talked with me about the accident is Abby the area manager. She stated that they are all being retrained. I received a call one time from the owner, stating she would call me back, and that NEVER happened. I reached out another time calling the store asking for her and they stated she wasn't there. I will NEVER step foot in the store, and I have told many people my experience and they will not be shopping there either. The owner apparently isn't concern how her employees treat a very long time customer, which I have brought many things throughout the years in that store. Sad, Pandora corporate office, and the owner doesn't care about their customers. If I could they wouldn't even get a one for service. I would not recommend this store to anyone! I will also be following a complaint with the Better Business Bureau.

I went in to buy a new link/clasp for my bracelet that was bought at this store in January 2022. There are 2 on my bracelet that have broken. They said they could not give me new ones, because it was more than a year since purchase (18 months) I said I was there to buy them. They said the only way to get new ones is to buy a whole new bracelet. I left and found what I needed on Amazon.

The customer-facing experience was incredible. Well worth the price and travel time. Love ❤️ the new engraving option.

Salesperson with dark long curly hair, I think Aseal? Was extremely knowledgeable and patient with me. Awesome customer service!

This was my third time going into a Pandora to shop for my wife. It was around 11am and everything was fine until an older gentleman started shouting and complaining that he wasn’t getting service - even though the associates were busy with other people. Everyone was waiting in line patiently, but this guy decided to make a scene and claimed it was because he was black. Besides that, would go there again!

I am writing this to express my sincere gratitude to the entire staff of Pandora Louisville! I love treating myself to Pandora Jewelry and a little extra help in choosing what is just right goes a long way. The team at this location is so in sync and they exceeded my expectations immensely for my latest purchase. My go to's are always a nice bracelet because I love to layer my jewelry but this visit I was shown some earrings to change it up. I actually really needed a new pair of stud earrings and the best thing about the ones I ended up with is they can go from day to night without a hitch! I do not think that if this cute staff weren't so knowledgable I would've went this route but I am so glad I did! They are just as beautiful as the people that helped me select them! The Square Sparkle Halo Studs for the win! Thank you Pandora Louisville!

This place had such top notch service, they really made me feel so special, especially the beautiful exotic sales girl with the long curly brown hair!!! 10/10 recommend this store.

Clean well managed shop, we recieved excellent service from a lovely member of staff. We visited here due to my bracelet as it kept coming apart (I thought it might just be me) but when the assistant saw the problem she went above and beyond service, she exchanged my bracelet and safety clasps. It was such good service we also brought another item. I would definitely return 😁

Great staff. Wife loves their jewelry

Really like this place in the mall if i want to give a present to my wife they alway have what u wants and the staffs alway friendly love it

My wife and I were there and there was no issue with the languaje wall

Absolute worst customer service I have seen in a LONG time. The disregard of standing customers is just amazing. Stood waiting in the store for atleast 20 mins and not 1 representative said a mumbling word. I had to finally ask "do I need to take a number or sit on the floor until I'm called" no one said "Welcome to Pandora, someone will be right with you" just simple customer service skills that 1 would have learned in middle school.... I'm not sure how this place is still open... never coming again!!!

Love the service and of course the charms. They helped me pick out some amazing pieces along with building my bracelets.

I arrived at the store at 11:12. All associates were taken so I waited my turn. I was next in line. I was the only one walking around in the store for 15 minutes. A family walked in after me, the manager skipped over me and took them because she was bilingual. So after 25 minutes have passed of me standing there, another associate tries to assist me, I told her I wanted a personal engraved charm, she stated she couldn’t help me, only the manager could do that. We I went back to waiting. At this point it’s been 35 minutes, people are still coming in after me and getting helped first. The manager then looks at me and asks me if I needed help. I told her that I was told she was the only one who could do the engraving. She looked surprised as if that wasn’t true and told me she would help me as soon as she could. I walked out the store at 11:52 not assisted at all.

The Asian 👧, from Lexington, Kentucky, at the St. Matthews Mall in Louisville, Kentucky was the extremely nice and considerate and extremely helpful. (January 3, 2022)

I have ordered from Pandora twice now. 1st order came with a missing charm. They did make it right and sent the missing charm. Things happen I get it. I placed another order a few months later and paid for gift bags and cards for each item and never received those! I emailed to let them know that I paid for gift bags and cards for each item and that they could send me the bags or refund the money.....either way didn't matter to me. I never received a response, gift bags, or refunded my money. Although it wasn't a lot of money it is still something I paid for and did not receive. For them to not respond at all just shows me how much they care abt their customers.

Amazing quality and craftmans ship. Everything is so detailed. My wife loved the bracelet with the 3 charms I ordered her. At the store for pickup the staff was very friendly and knowable. They said it comes with a 1 year warranty. Definitely will be back for more beautiful gifts

Great products! Reasonable price!!!

Disappointing. Careless staff. We stopped by for a bracelet and asked for a price. We liked it and after trying different sizes we went to register to pay. Suddenly they gave us higher price. A manager came and did not even apologize for their mistake.

It was great little bit of a line on valentine's day but went pretty fast

The in store experience was good but my Pandora bracelet is now turning. It was silver and shiny to begin with now it has a dull yellow tint to it. I'm very disappointed and I will not be purchasing jewelry from Pandora anymore. I'm wondering if there is any type of warranty on this bracelet

Friendly staff very helpful l will shop there again

I went in not really knowing what I really wanted, well the store manager Noah treated me so well. He acted like he had known me forever. So he showed me the disney stuff and I fell in love. So thanks to him and his kind staff I made a Disney bracelet and was put on thier call list to see when new products come out!!

I shop at this Pandora location all the time and the staff always exceed my expectations. They go above and beyond to meet my needs, are knowledgeable and make me feel special with their friendly demeanor. I recommend this location to everyone I know!

Perfect Mother in-law gift that never leaves you without a great holiday gift for all holidays or any occasion for that matter! Perfect for those busy individuals always scrambling last minute having to settle on a gift...you know who you are...

Picked up a bracelet and some charms for my wife from an online order and everyone there seemed to be in a bit of a bad mood, the jewelry was cute though and my wife loved it

Kennedy was awesome. She was knowledgeable and patient.

Very friendly and knowledgeable team that made great recommendations. Thank you for helping me pick out the perfect gift. Great experience, I highly recommend!!!

Wonderful selection on everything. Always have something I’m looking for. Workers are helpful and down to earth. Answer all my questions and help make suggestions. The store is clean and well kept. My go-to stop every time I’m at the mall!!!

Rating Pandora is an easy 5 stars for me. Every time I go into the store, whether I’m just browsing at the new items or coming in to purchase something, the staff have always made me feel more than welcomed and very comfortable. They keep conversation going as if we’ve been friends forever!! The staff are beyond kind and I love how they take care of me!!!

Great experience. Kaitlyn was THE BEST.

Just needed to pick up an item that was ordered online. The young lady at the head of the line who worked there was rude when I asked where I pick up an online order. She said you have to stand in line? Her tone and disposition was very unprofessional. The last time I had an online order placed and there was a line I was told to go right in and pick it up. I won’t be going back and I want a full refund! Horrible customer service!!

My girlfriend went in to potentially buy a ring for herself and the associate looked at her and refused to let my girlfriend try on the ring because she didn’t know the size that she was and because she didn’t think she could buy it.