Pandora

I would like to share my recent experience with Pandora in Sydney. Firstly, I would like to sincerely thank the manager at the Pandora store located at the Queen Victoria Building (QVB). I unfortunately don’t remember his name, but he assisted me on Saturday morning (around 11–11:30am), 21 February 2026. He was extremely professional, patient and… Read more

solution-focused. I truly appreciate the way he handled my situation.

Two years ago, I had my bracelet clasp replaced and was sold a safety chain at the Pandora store in QVB because my bracelet was opening frequently. Since then, I hadn’t added any new charms.

Recently, I received two charms as a Valentine’s gift, purchased overseas. However, due to the safety chain that had been installed, I was unable to add the new charms.

Earlier that same morning, I visited the Pandora store at Broadway Shopping Centre seeking assistance. Unfortunately, the experience there was disappointing. I was told there was nothing that could be done and that I should return to the original store. I did not feel there was much effort made to explore possible solutions, and as someone whose English is not perfect, I felt uncomfortable and not fully supported.

Feeling frustrated, I then went to the QVB store. The manager reviewed my bracelet carefully and explained the technical issue clearly. Although he initially confirmed what the other store had said regarding warranty limitations, he listened to my explanation — that the issue originated from the previous modification done in-store years ago — and showed genuine understanding.

Even though the charms were purchased overseas and I did not have the physical invoice (only a bank statement record), he made a goodwill decision and offered an exchange. This was greatly appreciated, especially since the item was outside warranty conditions.

He also advised me that the safety chain originally sold to me was not the most appropriate option and recommended a better alternative moving forward. His knowledge and experience (he mentioned having worked many years with Pandora) were very evident.

Because of him, my issue was resolved and my confidence in the brand was restored.

However, I would also like to provide constructive feedback: for a premium jewellery brand, it would be beneficial to have a clearer maintenance or repair support structure. Customers should not feel they must seek external repair services for issues connected to in-store modifications.

In summary: ⭐ 10/10 for the manager at QVB — outstanding service. ⭐ Very disappointed with the service experience at Broadway. ⭐ I hope Pandora considers improving its after-sales repair support.

Thank you again to the QVB manager for turning a frustrating situation into a positive one.

Love the product. Spent a good sum on items. Asked if there would be any Valetines Day offers coming up. Told definitely no. Few days after purchase special offer advertised. I get its business but flattened my overall excitement to finally having a charm bracelet. Show details

I recently purchased an engraved bracelet from Pandora. When we received it, we noticed it didn’t quite meet our personal expectations, and the description on the website wasn’t detailed enough. I contacted customer service and explained the issue… Read more

to Aebhin. While I’m definitely a bit impatient—especially so close to Christmas—Aebhin responded professionally and managed to organise an exchange, which my partner and I were very happy with. We decided to go with a smaller engraving (which I would recommend), and the replacement item was made with much nicer quality. This was about two weeks before Christmas, so I understand that things can feel rushed and customer service responses may be slightly slower during such a busy time. You can’t reach them by phone, but they do respond within a reasonable timeframe. If you’re impatient like me, you might feel a bit nervous waiting—but in the end, everything was resolved well. We received a new product and were able to exchange it, even though engraved items are usually non-returnable. I’m very happy with Aebhin’s service and the final product. It’s also clear how busy Pandora is over the Christmas period (just try visiting a store!), so the response time of around three business days is very fair. I would purchase from here again. Thank you so much.

Amazing quality products I must be honest but....I tried to return a promise ring given to me by an ex, which I didn't get to wear more than about 10 times. It looked brand new. After 2 months of getting it, I wanted to return it but lost the gift receipt and was met with the simple answer 'no'. It was disheartening as I am now left with jewellery I cannot use and wish this was better managed Show details

Respect – I had a problem with the bracelet I bought from the Pandora store in Colonnades, Adelaide, south Australia. I spoke to the staff who were very polite but unable to help me. I spoke to the manager on the 24/01/2025. Her name is Lindsay and she listened to me with respect and genuine interest. Thank you Lindsay for your kindness. I have been dealing… Read more

with this store for many years and will certainly recommend it to family and friends. Kind regards Ivy Morgan

Fantastic customer service from an online sale – Pandora is an amazing company to deal with, they handled my query with outstanding customer service and promptness, giving me a wonderful outcome, very happy with their online staff members, Shama and Tina, Thank you Show details

NEVER BUY ONLINE from Pandora. EVER. I have tried to return a charm and bracelet received at Christmas. I went in store to exchange it to be told it can't be done instore but only online. I went through the idiotic process of having both items returned by post only to have the charm only refunded by way of gift card. NOT the bracelet, which… Read more

was the most expensive item. The phone lines for Pandora don't work. Live Chat doesn't work. The only option to follow up is via email, which is now being ignored. 



Anyone reading this I urge you to lodge a complaint to the ACCC via their online portal (it's only takes a few minutes). Pandora ABN is 22 126 737 399

They have already been reported for refund issues in 2019, which was followed up again in August 2025. Seems they have some more homework to do. I would love ACCC to have enough noise to look into this again. 



It's not good enough Pandora, you advertise as a luxury brand which should come with luxury service (or any form of service for that matter).

Bought a bracelet here for a girls 18th and was assured I could exchange it if need be, needed a smaller one and went back, was told they had no stock and had to pay an extra 40 for something else the same . Funnily enough they have plenty of stock in store according to their website. Salesgirl obviously wanted comission. Avoid this place Show details

Pandora Fountain Gate. Unprofessional service and behaviour. Customer Service were extremely disappointing. Knox City Store was helpful and repacked my gift but unable to issue a gift receipt. Show details

I have always really loved Pandora jewellery, having many charms,bracelets,necklaces as well as earrings. Many were gifts as well as my purchases and what I thought beautiful sterling silver items with the guarantee that they were pure sterling silver. Today I decided to sell some of my Pandora jewellery at Adelaide exchange so I could purchase… Read more

new items. I was horrified to discover when the jewellers tested the Pandora jewellery that some was not genuine silver. Considering the cost of the items I had bought it left me very disappointed and I definitely will not purchase anymore. Definitely won't recommend Pandora to anyone. Overpriced and not all genuine silver.

Saw a sale advertised online regarding an extra 20% off sales, so I decided to order 3 items. When I checked out, it looks like 20% was indeed taken off (see screenshot), but the total does not reflect that. I used the Help button to let Pandora know and received an automated message saying they will get back to me. I have not heard from them at… Read more

all.

Please be careful when you order from them. I do believe many people saw the discount being applied, and checked out thereafter, even though the total was actually wrong. Pandora was notified of this error, however did not act on this. Will never purchase from them again.

Bought and paid for a online gift card, 20th December 2025 to be emailed to a email recipient, quoted 24 hours delay. They acknowledged it was paid, but was never sent. My bank has refunded me in full, have bought a few times and never a problem, will never buy again. Pity i have to give a 1 star rating.

I went to Shellharbour store today having to line up out the front of the store as it was very busy,finally got to go in greeted by a lady in the doorway asking what i wanted to look at,i said sale items Charms she said there over there in two cabnets i looked & waited half an hour or more to be greeted & severed by one of there assistance while… Read more

my daughter with autism waited outside for me.No one approached me what so ever as they let more customers into the store i was invisable.I am so disgusted i have not stopped thinking about it all day today. Thanks for making my day a [Content Removed] experience.

Emailed them regarding sizing on an item in there Black Friday sale, didn’t get back to me correctly till after the sale had ended. When I asked them to match the price I originally enquired about I was told no the sale had ended, but it’s on them to get back to me in a timely manner…. Not days later!!! Disgusting customer service, won’t be… Read more

looking at this store again. Don’t recommend at all, clearly only interested in making a $$$ not keeping the customer happy.

My online order error regarding packaging only became apparent after payment. There appears to be no way of remediating error before shipment, no one has responded to my messages. Embarrassing for pandora as they could have made an extra sale. Online shopping site glitchy and doesn’t offer variations when making multiple orders. Very disappointing when no one answers call or responds to multiple messages. Show details

My Experience with Pandora I’m really disappointed with the service I received from Pandora. I was gifted a bracelet from my son and his family about two years ago, and it means a lot to me. Unfortunately, the bracelet broke — and because we no longer have the receipt, Pandora told me they can’t help at all. I understand policies, but it feels… Read more

like they only care if you can prove the purchase, not about the customer or the sentimental value of their products. For a brand as well-known and expensive as Pandora, I expected more understanding, support, or at least some kind of reasonable solution. Instead, I left feeling that they’re only focused on money, not on customer care.

Very disappointed.

The manager of warring mall Farnoosh offered me free to take everything after business hours on the day I made my purchase and mentioned that he had done this several times before. In my opinion, you should be very careful when choosing managers — don’t appoint just anyone as a manager.

I bought a pair of stacking rings for my daughter’s birthday in April. By early July, one of the rings had lost a zirconia and became misshapen. When we contacted the company, they immediately blamed my daughter, even though she wore both rings the same way and only one was damaged. They also insisted she shouldn’t sleep with the rings on because… Read more

“heat” could change their shape, which didn’t make sense to me.

After I pushed back, they eventually agreed to exchange the ring, but the whole experience was disappointing. Unfortunately, their response has made it clear that they’ve lost two customers.

I recently ordered 4 bracelets and while I was looking forward to receiving them, I was disappointed to find that they were sent in 2 boxes, 2 bracelets in each box. I was expecting each bracelet to be packaged individually, especially since they are gifts. Receiving them in this manner felt impersonal and inconvenient, and it does not reflect… Read more

the quality or care I hoped for when placing the order.

I wanted to share this feedback in hopes it will be taken into consideration for future orders. I realise that there is an option on the page (somewhere???) for individual pacakaging but perhaps it needs to be in better placed because i didnt see it. Maybe reach out to the customer to confirm they want them sent in this way, this would have been good customer service. Especially i ordered 4 bracelets!

I will have to think about purchasing Pandora again in future, just dissapointed.

Poor quality. I purchased my wife a Pandora bracelet and charms as a gift and the clasp on the bracelet lasted one week. They replaced the bracelet straight away this time we got two weeks out of the clasp before it broke also.  My wife is totally turned off Pandora now due to the extreme Poor quality. She said she’s too scared to even wear it so… Read more

what is the point !?  I think that a Facebook page with no review section and no way to send a message is a telling sign of the lack of confidence in a company’s own product. I rang their head office in Australia and they simply advised to take back to store and exchange or get a refund and spend the money elsewhere.

I bought the small dangle earrings that come with the pretty butterfly dangle charms well my kids bought them for me anyway for a start I cannot even get them round the earlobe without any charms on it and for a finish as soon as I first tried to put the first one on obviously with the charm as this was the way it was supposed to be worn the… Read more

butterfly flung straight off and down the bathroom drain so I probably cannot take them back as one’s missing omg they cost my kids $100 and they were so excited to get them for me now I can’t even wear them let alone with a charm the sales woman said she managed to get more than one charm on there how I do not know was probably just a lie to get me to buy them. Also I was just getting my bracelet out to see if maybe I could use the other butterfly on and am horrified to see this perfectly stored item has started to go black! Bought from the store at Erina fair nsw Truly would give them no stars if possible

Poor quality item and the staff are "it must be from somewhere else!" My daughter, visiting from Sweden, bought me a "sterling silver" (I use that reference VERY loosely) pendant and chain from their BNE city store. The clasp eroded as did the pendant. The staff consistently try to claim it is pure silver. It's not. It started eroding after 2… Read more

weeks and I always took it off before swimming or showering. Also the engraving looked like it had been done by a blind man. It's cheap, sub standard quality and definitely not worth the hefty price tag.

I was just in Highpoint Pandora store the most rude & obnoxious sales person I have ever met. Walked in I was the only one atm, she was on the phone, I waited at the Font desk , she then serves another customer that walked in after me! that customer said to her I’ll wait if you want to serve that lady & she replied oh no don’t worry she’ll hv to… Read more

wait! Rude ! waited more than 5 min & another staff that was on break helped me. There was no apology to say I’m be with you in a second nothing ! I’ll never set foot into this store again! Rude Behaviour of that staff.

Mean staff – Booragoon Westfield pandora, extremely rude and mean staff, i understand there is policy's in place but they could be nicer about explaining them. My ring my partner got me broke and has sentimental value and I explained that when asking about the warranty as I only has the ring for a couple months. Staff said that i cant keep the old ring and… Read more

that there is no point in keeping it because it's broken. I understand if im not able to keep it, but the two staff were both extremely rude and belittled me because I asked about keeping the ring. They made me feel stupid and were horrible to me infront of other customers. Pandora should hire genuinely nice understanding people instead of extremely disrespectful staff.