Pandora Jewelry — Local services in Douglasville

I purchased a Pandora bracelet online for my mother Thanksgiving weekend. I presented it to her for Christmas and when we placed it on her wrist something was wrong with the clasp so it didn't close. Because of where I reside demographically, my first opportunity to carry it to a Pandora came about 3 weeks after Christmas. When I arrived to the store a lovely associate named Lauren assisted me initially. Trying to close it herself and being unable to, she passed it to her manager, Erica, to give it a try. While waiting, Lauren kindly explained what my options were in regards to having a replacement ordered, or carrying it to a corporate store. That was fine for me either way. The manager, Erica, who had the bracelet in her possession came out with a pliers and began bending a piece of the inside of the clasp in her attempt to fix it. Erica then broke a small piece of the clasp off and proceeded to tell me the bracelet was beyond repair and too bent to have it covered by the manufacturer's warranty. I explained to Erica that we all just watched her break the piece off and she should take accountability for the bracelet now being unable to be repaired. Erica, now having an attitude, proceeded to tell me that people come into her store all of the time with pieces that they have broken themselves and instead wanted Pandora to cover the cost of the repair. I explained to Erica what "people do" had nothing to do with me. I had brought in a brand new, never worn, bracelet and instead of her taking accountability for what she had done (though it may have been accidental) she was now copping an attitude and blaming me. Seeing the direction in which Erica was now going, my fiancee' had began video recording the exchange between us. Erica began to calm down slightly with the camera on her but then began trying to reattach the piece she had broken off from the clasp while explaining to me that I could go to corporate. I asked for a the manager and she told me that she was the store manager, who was authorized to try and repair the bracelet and then proceeded to tell me "this is the thanks I get for trying to help". I told Erica I would go to corporate and realizing that she was trying to reattach the broken piece I asked for my bracelet back. Erica then told me "you'll get it back in a second when I'm done". I told Erica that it was my bracelet, that I paid for, at this point she had already broken it, and I wanted it back now. She handed the bracelet over and my fiancee' and I both let her know that she lacked integrity and customer service skills, and was a horrible example for her staff in dealing with the public. I have made a formal complaint against this nasty individual and pray that no one else has to experience what I did. Unfortunately for Pandora, Erica is a harrowing representation of...

Very unprofessional and rude service. I walked to the soo and there were only two other customers in the store but i saw three employees. Two employees were assisting the customers and third employee in black shirt and pants told me someone would be with me and continued to play with the customers kid. After 15 min waiting at the door and now 4 people behind me.. one gentleman finished his sale and walked out… as i was about to walk in another lady with glasses said… again someone will be with you. Now… only one customer in the store , three employees but 4 customers waiting outside. The lady in all blk sees the line is getting restless so she whispers( like i couldn’t hear her) can you take her… and the young lady says it loud enough “ nope I’m off”. You would think they were short staffed… but the lady goes in the back and gets two other girls to come out and help 30 min later. When i come in the lady was rushing me… when i asked for specific charms she would tell me they were out… she didn’t even want to show me the tray! I knew they had it because i saw the lady show the previous customer. So, i asked if they had a specific charm and she said no… so i had to say….”well can you look to see if another store have it?!” So she huffs and puffs and grab her tablet. The next location that had it was about an hour drive. So i told her i would have to go to get it there… but when i asked her about another charm, without looking she told me she was pretty sure it could get it where i was going. I thought that was rude and i told her. I asked could she call them before i drive sn hour away. She came out and showed me her phone and said it was no answer. So i googled it in front of her and she was calling the wrong number. I say all of this BAD EXPERIENCE AND CUSTOMER SERVICE… to say…. I drove an hour and ten min in traffic to town center… which was very professional, polite and patient…. And spent my 600.00s. With a store that was actually busier but was very professional and welcoming. I shouldn’t have had to drive an hour away for good service to spend money when the same store is 10 mins from my house. If you can see my name in the computer…you would know I’ve spent several thousands of dollars with pandora…. This location…....

I am writing this review to express my dissatisfaction with the treatment my wife and I received at the Pandora store located in Arbor Place Mall in Douglasville, GA. On the evening of Friday/February 14, 2025, we arrived at the store at approximately 7:47 PM, intending to make a purchase. When we approached the entrance, we were stopped by the manager, who informed us that we could not enter the store because they “stopped letting customers in at 7:50 PM.”

At the time, the store's gate had not yet been lowered, and we showed the manager the time on our phones, which confirmed that we were well within the store's operating hours. Despite this, she ignored the fact that she had made a mistake with the time and still refused to allow us entry. The manager then explained that her employees were “busy checking out other customers and needed to leave on time at 8:00 PM.” This explanation was not only unreasonable but was also delivered in a rude and obnoxious tone. I was completely shocked as I intended to make a pricey purchase for my wife’s Valentine’s Day gift. We explained to the manager that already had the items picked out and wanted to purchase in store rather than waiting for a shipment if purchased online.

As we turned to leave, the manager yelled, "Have a good night and come back tomorrow," knowing that we were upset by her refusal to let us enter the store. In an attempt to address the situation, I alerted mall security, who spoke with the manager, but we were still denied entry. When I told the manager I would be filing a complaint with corporate, she responded by shouting, "This is not corporate, this is a franchise," further highlighting her unprofessional behavior.

This experience was not only frustrating but also deeply disappointing, as it left us feeling disrespected and unvalued as customers. The manager's conduct was completely unwarranted and her refusal to acknowledge her mistake or make any effort to resolve the situation was...