PANDORA — Local services in Culver City

Subject: Disappointing Experience at Pandora Store, Westfield Mall Culver City

Dear Pandora Store Management,

I am writing to share my deeply disappointing experience at your Pandora store located in Westfield Mall Culver City. My recent visit to your store left me feeling frustrated and, regrettably, I cannot foresee myself returning to a Pandora store in the future.

My husband had thoughtfully purchased a beautiful bracelet for me, which unfortunately turned out to be the wrong size. With a desire to exchange it for a smaller size, I visited your store. To my dismay, the store clerk, Eugene, nearly turned me away because I did not have the original receipt with me. I understand the importance of store policies, but I believe there were alternative ways to handle this situation that would have left me with a more positive perception of Pandora as a brand.

When I inquired about the possibility of searching for the purchase information using my husband's name or phone number, Eugene initially hesitated and almost turned me away entirely. This was an unpleasant and disheartening experience. In such circumstances, I believe it is crucial to inform customers of the available options before potentially turning them away. My bracelet was brand new and had never been worn, so I was seeking a simple size exchange.

Thankfully, I reached out to my husband, who, over the phone, requested that Pandora search for the purchase details using his information. It was his brilliant idea that saved the situation and ultimately led to the successful resolution. I was able to get my bracelet resized correctly, and I can now wear it as intended. However, the initial experience has left a bitter taste in my mouth, and I can't help but feel that customer care was severely lacking.

I must express that the overall experience has left me dissatisfied and disheartened. As a result, I have reservations about ever setting foot in a Pandora store again. The essence of any brand should be the exceptional care and service provided to its customers, and this experience fell far short of that standard.

I sincerely hope that you will use my feedback to improve customer service at your store, ensuring that other customers do not encounter similar negative experiences in the...

Today I went into Pandora (Culver City) and was treated so rudely. I only wanted to do a simple size exchange for a heart clasp bracelet gifted to me by my daughter for Christmas. The woman that helped me (who's name began with a "V") had the size i wanted and even let me try it on to be sure. Then said she could not do the exchange for me because I didn't have a receipt. That would've been understandable, except she would not even look up my daughter's account to see the proof of purchase. She proceeded to tell me that my daughter had to be there in person and would not exchange the bracelet. There isn't anything in the return policy that states that the purchaser had to be present, and it seemed odd so i left the store instead of causing a scene. I called the Centry City location and the gentleman was so kind as to look up my daughter's account and place the bracelet on hold for me to pick up after explaining my experience in Culver City as he was shocked by what I had told him. I called the Culver City location back to speak to a manager only to find out that the exact same bracelet i tried on earlier was placed on hold for another customer. So very disappointed in the lack of service I received in...

I had the absolute pleasure of being assisted by Lucy during my visit to Pandora, and I cannot say enough about how exceptional she made the entire experience. From the moment I walked in, she greeted me warmly and went above and beyond to make sure I found exactly what I was looking for.

Lucy is incredibly knowledgeable about the jewelry, taking the time to explain the details, care, and options available without ever making me feel rushed or pressured. She listened carefully to what I wanted and offered thoughtful suggestions that perfectly matched my style and budget. Her professionalism, patience, and genuine enthusiasm truly stood out.

What impressed me most was how much she cared about making the experience personal. She made me feel valued as a customer, and her attention to detail ensured I left with the perfect piece.

If you’re visiting this Pandora location, I highly recommend asking for Lucy. She is a true professional who turns shopping for jewelry into a memorable and...