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.

Note: this is not a reflection on the brick and motor stores...this is a review on the online experience. Warning! You may think you are ordering from Pandora Canada but they will ship from US and you will pay in USD and be asked to pay customs! Items were available in Yorkville store but I did not want to pay for parking when I could go to Fairview Mall but it would not allow me to change the store for pick-up so I called and left a message. No one called me back but as it was a gift, I ordered for delivery since I would have to pay for parking anyway. Prices were shown in CAD but ended up being in USD so when I realized that it was coming from the states (even though I knew items were available here), I sent a message to customer care to stop the delivery and they never replied. Upon delivery, I was asked to pay $30 customs so I refused the shipment and it then took weeks for them to receive it and issue the refund. Due to the exchange rate and fees, I will incur an unnecessary loss and so when I was asked by Pandora for my feedback, I gave it and received a very uncaring message from Rob in customer care (ironic yes?). I will take it up with the credit card company but at the very least, there should be a pop-up message warning the customer that they are about to pay in USD and this will also serve as an alert that the items will be coming from the US. I will be very careful with all online purchases going forward but will not be giving Pandora any more of my business – I will give other gifts from companies that care about their customer's experience and show goodwill. But since I also received a bracelet as a gift, I will buy knock-off charms now which is not usually my way.

Purchased an item online about 10 days ago. Was sent an email with 30% discount today which included charm I had ordered. Called Pandora to get the price adjusted to the sale price and was advised they don't do that. Told me I could go into the store to request a refund/re-purchase and advised they do not do this online even though purchase was made online. I had placed order online so I wouldn't have to go into store and get curbside pickup due to health issues. I had also used afterpay to bill over 6 weeks online. Asked if they could still do afterpay in store but was told probably not but they couldn't tell me that either. Agent I initially spoke with tried to help by contacting her supervisor Hallie. Hallie refused to take call/speak with me as she told agent whatever she'd said, she'd advise the same thing. Asked for head office number, agent could not provide so said she'd transfer me to Hallie. Was transfered to some Spanish speaking guy who then transferred me to another "supervisor" who told me couldn't price adjust and couldn't tell me if I could still do afterpay if returning to store. Asked again for head office contact information and was advised she did not have their contact information. She told me to google it! I told her as she was supposed to be customer service for her to google it which she refused. Told me she works hard-um Yeah I also work hard for my money! Can't see a point of their "customer service" as was not helped. Not sure why they even have this department. Absolutely useless unless maybe you're giving them money! After spending over $500 the past year with this company, I will no longer purchase anything from them again! I suggest if you want to deal with a company who stands by their sales, you don't use them either. You can get the same or better items elsewhere.

Not very happy lost my bracelet wearing it for the first time . Why does it open on its own that’s not a good lock because it keeps opening. I’m not impressed!

‼️ REGARDING HILLCREST MALL LOCATION‼️ Plz beware of this place and the most unprofessional rude crazy manager that has absolutely NO idea how to deal with customers!!!! I’m so surprised that after all these negative reviews about this women she’s still there !!! She’s driving ppl crazy and instead of trying to help and ease the customer’s frustration she makes things a lot worse !!! A couple of days ago early morning I had called to speak to one of the girls for help concerning my teardrop ring that had a huge problem with the stone. Half of the stone turned black and completely fogged out, the most disturbing ugly thing to look at, especially knowing it’s not cheap and coming from Pandora! Never ever did I see a stone look that awful 😳 !!! So manager (Vinny ) 🤬answered the phone, with a nervous high strung anxiety voice right from the get go, taking my ears off.. without letting me explain the facts, without asking if I had a receipt, without asking if it’s been bought within 30 days. Starting overtaking me and saying it’s impossible for the stone to get like that and that she never experienced this before or ever had complaints like this about this ring !!! Telling me that she would only consider putting it in a tumbler for cleaning before making any further decisions. ARE U KIDDING ME ?!?! I had the reciept and it was within the 30 days !’ How DARE her speak to a customer like this, not believing the customer. Making the customer feel frustrated and like they are lying ?!?’ Instead of easing the situation making me feel at ease to come on in, and to see how she can help me , instead I was shaking from her and felt extremely nervous plus my blood pressure went sky high !!! She is the WORST manager Iv ever encountered never have I ever experienced so much anxiety !!!! Guys I’m not even joking stay AWAY !!!’ And think twice about buying the teardrop ring !! horrible stone, turns black and all fogged up within a week .. P.s : MANAGEMENT: what are u doing about this ??? There’s enough complaints about this horrible anxious crazy women !!! She should not have this job or deal with any customers period !!!! Instead of her making you money she’s making you LOSE MONEY and driving people to never come back . How is this beneficial to you all ? She thinks she knows what’s she’s doing but clear has NO idea by looking at all these negative reviews on her .. Plz think about that!!!’ So upset right now 😡

We received a promotion via email, after many attempts to call (left messages) and email, no one bothered to get back to us. Today I called the head office in Toronto and had a similar frustrating experience, lost in the phone system once and disconnected by an uncaring SABRINA in customer service.. Pandora - wow what service!!!

Very bad customs survice!!!!

I work there

worst service ever

Hello!I bought charms in Italy, Milan on 07.15, while on vacation. my charm changed color in one day. I have already left Italy for my country. it only happened with this one charm :( I'm waiting for a solution to the problem. Thanks

Terrible customer service

Custom sizing needs to be added. 5.5 can't get that size and if I get it sized by a jewier it takes the wartenty away

Horrible customer service! Between our girls and myself I have purchased thousand of dollars with Pandora! Will never step foot in any Pandora store! Actually selling all my products!

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!!!!

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 was given a silver bracelet and 3 charms. My daughter and I went to the Limeridge mall store where it was purchased. I took all of the items back . In the original bag along with a gift receipt. The manager was attiment that the recept was not from there store. The sales girl had scratched out 21 and wrote in 23. Manager insisted that her staff were not allowed to and would not do this. Manager name Maudlin. I explained it was a gift. She didnt care. Quite forceful about it not from her store. I was made to feel like i was a thief. From her tone boby language and her words. It was a retirement gift. I went out in mall and called my friend who bought it. She was sleeping as nurse working nights. After my 45 min ride back home I got text from friend. She said she just got off the phone and was given the same Treatment.. made to feel she was a crook. She was told that the manager would have to check with the sales girl to see if she did this. My friend Dawn who bought it , said the sales girl was so nice. She only wrote on receipt because it would not scann. The next day I call the store . I spoke the asst Mgr. Named Amber who apologized so many times. I said it was not up to her nor do I expect her to apologize for the bad behavior of that store Mgr. Dawn msg me today stating there is a new bracelet waiting for me. I was only wanting to change the size not to exchange for something that cost more. . I was going to buy a rose gold charm for my best friend but I will be buying her something that does not come from pandora this started on Dec 1 2022. Now another 45 min ride back to the store. Very poor service from management.

I purchased a charm for my partner in November for Christmas. I didn't realize that it was a charm she already had. I went to the Barrie location on December 27th after driving 2 hours from home to be told they're not doing returns or exchanges until the 28th. This was the only day I had to drive the 2 hours to make the exchange as I'm away the remainder of the month. I only have until the 31st of Jan to make the exchange. The staff were extremely unhelpful and there was no manager available. I've since called the store 10 times to speak with a manager and have left numerous voicemails. I still have not heard from anyon. TERRIBLE customer service!!!

Three times I have been into your Markville store to ask if they could clean my bracelet and three times they have given me an excuse. Three employees in the store with no customers on all three occasions and I am give some excuse every time, twice that I need to make an appointment (please), and today I was told we don't have any cleaning solution. I am sorry I should not have to make an appointment for simply clean a empty bracelet that has tarnished. I do not live close to the mall so I keep it in my bag so I can drop it at one of your locations. I have spent a lot of money at your company and certainly expect that your employees can clean an empty bracelet without making it a big deal. Three employees with no customers other than me. I just don't get it! Karen De Souza

Went to fairview , and we still need to wait outside until a rep is available, terrible , we can’t even look around , someone should tell them that the pandemic is over . All the other store we are able to look around and decide , we don’t always need a rep unless we ready to purchase , like smell the coffee Pandora and let know ur employee that we are in recession and they are lucky to have customers .