Pandora

I recently purchased 5 identical charms (yellow mini Muranos) in the June sale. Each and every one is flawed. I should have guessed, as the other mini Muranos were not on sale, so Pandora would have been well aware that there was an issue with the yellow ones. Still they kept selling them. I contacted customer service a week ago about these charms… Read more

and so far have not had a reply. Maybe they cannot keep up with all the complaints flooding in about poor product quality? The only thing worse than selling rubbish is not accepting responsibility for it without undue delay. I know that I can and will get my money back, but that is not the point.

It was my first time buying from pandora and I got two items from there for which one of was a silver bracelet, I thought I don't need to check for any damages because it's new so I brought, one week later before I was going to wear it to a special place I said I'll check just in case only to find 3 scratches, so obv this was the last one in my… Read more

size so I had to go to another store, and they told me I can't exchange it because I cannot resell because of these damages, which for some reason it was my fault, but it's not I brought this so I expect it to be brand new, so I ever return it or keep it. This really p*ssed me off because it should be very new not like someone else has used it. I am really disappointed and I'm very happy with my other item as this one is new (NO SCRATCHES). But what questions me is how can a new bracelet already be done for. Also fun fact, do not buy gold plated things from pandora as it will wear down, only but silver sterling and make sure to check it.

Absolutely disgusting service. I rang and asked them to put an evil eye charm aside. She said it was the last one and held it for me. I had to catch the tram in on my lunch break. Got there and it was something completely different. All she could say was “ohhh sorry” and moved to next customer. DISGUSTING SERVICE. Would have given zero if I could

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.

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

Outstanding Customer Service from Breanne in Hurstville store – Breanne the manager at Hurstville, exceeded beyond my expectations! She was super helpful and very prompt with getting things done, she went online and checked back to 1 year ago where I purchased a bracelet for my daughter, found the receipt online and gave me a brand new one. I also had a bracelet with a gift receipt that needed to be changed.… Read more

I got another bracelet with a charm. I was super happy with her customer service and yes this was on Boxing Day! 5 star service for me!!!

Paid $10 each for 2 extra gift boxes for 2 charms that were separate gifts. All charms came in one box. No one picked up the phone on the customer line (I rang twice til it just hung up ) I sent an email and got one reply , but after that, I got no more replies. I am very unhappy with the outcome. Very poor service in so many ways - so no more pandora for me. Show details

I just bought a gift at the Pandora store in Broadway Shopping Centre and had a very disappointing experience. I was charged $91, but only after the payment went through did the staff realise that the engraving machine wasn’t working. They processed a refund to my card, but I was told it could take several days for the money to come back. So now… Read more

I’m left without the product and without access to the money I paid, which means I can’t even buy an alternative gift in the meantime. Very frustrating and disappointing customer service!!!

It’s unreasonable that you are unable to make any changes to sizing within hours of ordering online and before warehouse processing. Especially for the cost of a custom engraved bracelet that cannot be exchanged. There is no information on the product page about sizing and adding more charms means you will need to size up. Considering the cost, this is poor service! Show details

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

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.