PANDORA — Local services in Fairfax

I usually go to this store often with my bestfriend and would not have any problems. Although, on 4/30/2025, my bestfriend wanted to try out a bracelet in her size. While she was trying it on, the lady who assisted us, Pinkie, an older middle eastern woman said that there was a promotion of spending at least $130, you can get a free bracelet. I don’t know if that is her actual name or not, I couldn’t really tell since the environment is very overstimulating due to her pressuring about the promotion. She did not specify what bracelet it is and due to that my bestfriend and I thought that if we spend $130 we can get the bracelet that my bestfriend has been wanting. My bestfriend asks the lady three times pointing at the bracelet that she has been wanting, and asking her if it still applies to the $130 bracelet. Pinkie replies “yes” every single time. Since she was pressuring my friend into following the promotion and everything, she took almost up to one hour with us which made me feel very uncomfortable to the point that I didn’t feel like talking anymore. Once, my friend is about to pay, Pinkie goes “Just making sure it’s going to cost more than $300” This made us even more confused. She then FINALLY shows us the ACTUAL bracelet that was going to be free with the promotion and we disliked it so much. Due to my friend being under pressure by her, she goes ahead and just buys the two charms that cost up to $140 thinking that she would’ve gotten the bracelet she wanted for free. Later on, I knew my friend did not like that and didn’t know what to do in this situation, so I went in there again by myself to confront the lady. I requested a refund for my friend, she tries to argue with me about getting the physical card, even though my friend paid with her apple pay and I had her phone on me just in case I needed it. I said she paid with apple pay and Pinkie kept going back and forth with me acting all confused stating, “I thought she paid with her card.” My bestfriend even asked before she paid if they took apple pay and Pinkie replied “yes we do.” Once she finally refunds one charm and the free bracelet, Pinkie states, “I think your friend was just confused with the bracelet and promotion thing.” This made me frustrated and as a younger adult I am more mature enough than her to try to initiate anything. I then tell her the reasoning to what we thought the promotion was about and stating all the questions that we asked if the bracelet my friend wanted was applied to the promotion, then proceeding to tell her own words and actions that she replied “yes” to all those questions. Between my confrontation, she kept denying all of her actions and blaming it on “miscommunication.”

I am very unsatisfied with her actions throughout this whole experience. Her communication was awful and I will never be having an interaction with her again. It felt like she was trying to scam us. Blaming the situation on miscommunication is very immature of her due to the fact that her job is meant to have good communication skills with the customers without pressuring them into buying...

Beware!! Depending on who's working, this location refuses to accept exchanges if you're wearing the merchandise you want to exchange (this includes charms), regardless of the condition/age of the item. For some background, 3 weeks ago I went to this location to exchange a charm that I got because I wasn't happy with my choice. The charm had been purchased within 24 hours of my returning it, and as long as I showed my receipt, the worker at this location had no problems with it and allowed me to exchange.

Fast forward to earlier this week, I experienced a similar situation where I purchased a charm and within 24 hours I wasn't happy (I'm indecisive). I returned to the Fair Oaks location expecting the same experience as last time, only to be told they aren't allowed to accept "used" products without original packaging for exchange. I told the two women, who weren't the same employees who helped me a few weeks ago, that the charm was less than 24 hours old and that I wasn't even given a box (I bought the charm at Tyson's) and didn't have a way to transport the charm besides putting it on my bracelet. Most importantly, I told them that I exchanged something that was "used" at this very location a few weeks ago. They didn't seem to acknowledge what I was saying.

The woman behind the counter was extremely rude to me and told me that because I was wearing the charm on my bracelet it was considered used and they couldn't sell it, and kept repeating "i'm just trying to follow the policy." The other employee tries to tell me that I "could've scratched it in 24 hours." Then the first woman, to my astonishment, says "if you don't want something you shouldn't wear it." I was speechless and simply had to walk out of the store to calm myself.

I drove back to Tyson's that same day and guess what? They exchanged it with no questions asked, they didn't even ask for a receipt since I have an account with them. Clearly the workers at Fair Oaks aren't trained on their own policies and most likely don't accept exchanges or returns on "used" items because Fair Oaks is a dying mall, and this location probably can't handle taking even more stock when they're already struggling to sell anything as it is....

I’m leaving this review to express my disappointment with the customer service I received today, June 9, 2025, regarding an online order placed for same-day store pickup at your Fair Oaks location.

After placing my order, I received an email stating it would be ready within two hours. However, three hours passed without a confirmation that it was ready for pickup, so I called the store at approximately 2:02 PM to check on the status.

Unfortunately, the associate who answered the phone was extremely unprofessional and dismissive. When I inquired about my order, she responded with, “Well, did you get a confirmation email?” in a rude tone. I explained that I had not, but it had been over three hours and I just wanted to confirm the status. Instead of offering assistance, she responded with “Well wait for the email.”

What made the situation worse was that she and another employee, whom I overheard being referred to as “Monica,” were audibly laughing while I was still on the line. When I asked for her name, three separate times, she finally told me her name was “Daniya” or “Jania,” but only after realizing I intended to file a complaint. I don’t even think that was her real name, given her hesitation and demeanor.

After all of this, she finally checked on the order and confirmed it was ready, indicating that I could have picked it up earlier had she simply taken a moment to assist me properly in the first place.

This level of customer service is unacceptable. I have already submitted a complaint to corporate, but I strongly urge you to review the conduct of the employees working during that time and take appropriate action. Based on the number of similar reviews, it’s clear that this location needs improvement in both staff training and overall customer...