PANDORA — Local services in Abington Township

COUNT YOUR OWN CHARMS BEFORE YOU GET YOUR BRACELET CLEANED AT THE PANDORA STORE IN THE WILLOW GROVE MALL Today is 11/30/23, I took my bracelet to be cleaned at the Pandora Store-Willow Grove Mall on 7/27/23. When I picked up my bracelet, my "Friends Are Like Family" charm was missing. I asked the girl who waited on me, where was my charm and she said it was not on my bracelet when I dropped it off. From the beginning: When I decided to take my bracelet to get it cleaned, I took it from the box, to my purse, then straight to the Pandora Store. All of the charms were on my bracelet (I rarely wear it). Go to the counter and the girl that waited on me was to count my charms. I gave her my bracelet she said AROUND, and then the number of charms and DID NOT take a picture of my bracelet in front of me. I did not count the charms as I felt like I could TRUST Pandora, so I turned and left Pandora to walk the mall until my bracelet was ready for pickup. It took 45 minutes to clean. When I returned to pickup my bracelet, the girl came from the back with the charms laid out on the tray, then she started to put the charms back on the bracelet. At this time I asked her about my charm and this is when she said it was never on the bracelet. She DID NOT provide the picture of the charms that she was suppose to take when I dropped my bracelet off. So I submitted a few complaints. For the past few months, from July-November 2023, I have submitted one complaint by email, and called the customer service phone number. Most of the time I was on hold but during this time span was able to speak with at least three people. When I called 11/30 the female I spoke to said, the camera was pulled and the charm was not there. This is a lie. (My word against their lies) Remind you, in three months no one contacted me about this finding? I found out about the so called camera being pulled when I called in again about my complaint. If the cameras were pulled and there was no charm on the bracelet wouldn't the Store Manager or a representative reach out and let the customer know? Undermine the customer? I am very disappointed in Pandora Store-Willow Grove Mall, and will not be purchasing anything else from any of the Pandora stores. I have informed, and will continue to inform, my family and friends of my negative experience of when I dropped my bracelet off for a simple cleaning at the Pandora Store-Willow Grove Mall so that this won't happen to them. After all this, they still have not tried to...

Every time I come here I wonder the hiring qualifications. The first time I went the employee didn’t understand the bag needless to say I bagged my own merchandise. TODAY was THEE ultimate worst. My husband decided to get me a necklace and charm. He tells me to show the sales associate the one I wanted which I did. She proceeded to take out two additional chains and two additional charms. 🤔 I clearly showed her the picture but whatever I pick up the chain and ask the inches I believe the chain I showed her initially was 17 inches. She says the chain is 45 (I’m thinking she thought I said how much) I repeat the question again and she repeats her answer, so I look at my husband and ask if maybe I’m asking the wrong question. Another sales associate overheard the whole conversation and inserted herself asking what the question was. When I ask her guess what she says? You guessed it..45 my husband says, “She is asking you the inches.) She replied, “Thats the centimeters” online the company goes by inches 🤔 Whatever I hand the first associate the necklace and charm I want, you know the one from the picture. My husband goes to pay while I’m looking around the store. We leave the mall. I reach my home which is 25-30 minutes away, and the wrong charm is on the necklace in the box. Not the one from the pic, most definitely not the one that was handed to the sales associate. I call the store asking to speak to the manager. The person announces they are the manager. I let her know everything that transpired. Her response was we will exchange it free of charge 😂😂. I mean if I returned something doesn’t the company do that anyway. She then says since there is a price difference there isn’t much they can do. HUH??? Side note the charm they changed my husband for was $20 more. I explained to her again that I don’t live that close and this mistake was your sales associate fault. She puts me on hold, comes back and says she had to get an approval…THE MANAGER had to get an approval to offer me 10%. The same 10% you can get for signing up for their emails. I typically buy Pandora for gifts to others today was my first piece. It’s safe to say it’s my last and it’s being returned for a full refund. This company clearly needs more training all the way...

Horrible experience. I got to the store when it opened and waited in line for 15 minutes before a customer (not an employee) told me and another customer that we were in the repair only line. Keep in mind that there were no signs present. I get in the second line and wait an hour to get into the store. I get it, it is Christmas and COVID has had an impact. But wow, I was surprised that no employee ever came out to help facilitate the line and mention that they were low on inventory. I was ready and had my charm selected as well as 2 additional charms as a back up in case they were out. The store employee was poorly trained and had never heard of any of the charms....at one point she even handed me the catalogue and asked if I could find the charm for her. The associate brought over a handful of charms and said "this is what we have left"....this was a horrible experience of poor store management and poor employee training. I had someone reach out to me who works with the owner. This is a franchisee owned store and maybe that explains why the owner or store manager could not take the time to contact me directly. The lady who contacted me let me know that this was a learning opportunity for the store employees.....at the expense of my time and frustration....How dare she assume that my time and frustration was supposed to be worth the upside of this being a teaching moment. I would suggest trying to find a corporate store as the incompetence at this location goes several levels up the...