Pandora — Local services in Gilbert

I had bought a sentimental gift anniversary at this location. I bought him a necklace and a customized engraved charm along with the care plan. After a week of wear the charm was discolored into a deep gray and it had white spots on it. The necklace was not showered with, slept in, nor kept in sunlight areas. It was kept in the Pandora box in the closet. I went to go try to exchange the charm and walked in and explained everything to a worker named Nicole ;employee number was 231244 .The first thing I was asked was if I had purchased the Pandora cleaning kit. It had been barely a week that this charm was warm and it wasn’t even considerably. This right off the bat gave very sales person behavior. I told the employee no but that it shouldn’t be the condition the charm is in within a week. She then cleaned my charm and it now is a rusted red color at the ends. She asked me if I bought the care package which I did but it includes a one time replacement and I didn’t want to use that if it’s been only a week and already looked so awful. That’s flat out a defective product. Nicole basically told me that the item was damaged and that it was our fault because the charm made contact with the skin and at times it has residue of things like lotion. If this was the case then why didn’t the chain discolor as well. She told me I couldn’t return or replace it bc it was my fault and it’s damaged. She said I’d have to wait a year and a day from the original purchase date to be able to swap it out with the Protection program. Till then it wasn’t covered by warranty. This quality is not what I paid for. Tarnish within a week is crazy. There was an employee right next to Nicole who I now know is the store manager and he said nothing and never stepped in. This is all very much commission based actions. Pandora Stan Tan, get your act together. You’re no better than a Zales. I will no longer be purchasing from here nor recommending pandora, especially this location. Your online support may be great but what the point of no one can go and purchase in person. This is not my first negative encounter with this store but I left feeling upset enough that I finally left a review. DM’s and Regional mangers, get this store in check. If it weren’t for your customers you...

Upon walking in both sales consultants were with other clients. My girlfriend and myself waited patiently while they assisted them. One sales rep, the one closest to us completely ignored us while the other went out of her way to say that she would be with us momentarily. We were in no rush. The other rep Kaitlin with an i finished up first. I asked to see all the rings they carried in 18k plated gold she said they only had 14k and then when I showed her my current rings she said that’s 18k gold plated as if she was correcting me? So when I said yes that’s what I was interested in seeing she then asked me for my rings size. I was aware that pandora is currently slowly fazing out their gold inventory so I asked to see anything they had. This upset Kaitlin as she went on to rudely say that every ring size was in a different location. We all know the size of your store. It is very small. And in the end you carried about 20 gold rings. When I was confused if I wanted one with more gems or a more simple one her response was sharp as she stated “you clearly are going to think it’s too much every time you look at it so why look at it any further.” I let Kaitlin know from the minute I walked in that I was looking to return two rings I was wearing and looking to purchase a few more, more expensive ones. She didn’t let me know until I was ready to check out that I couldn’t return the ones I was wearing, which is fine if that’s store policy and it was disclosed to me when I first mentioned it. But the smirk and smug remark said it all. We were treated so unfair that the other sales rep tried to chime in and lighting up the mood on a few occasions, she was sweet and clearly saw what was unfolding. I’ve been a sales consultant for 10 years and I treat all my customers with the upmost respect. As a successful business I’m sure you already know that your employees set you aside from all the other competition. And this is not someone you should have...

I typically do not write reviews but I felt like I needed to describe the experience I had at the Pandora Santan Village store so that this hopefully doesn’t happen to anyone else. I went into the store the other day with my boyfriend to exchange a bracelet he had purchased for me, which happened to have broken. We had visited the Chandler shop prior and the staff there had stated that we were able to do this exchange. We walk in and are soon helped by Amal, the store manager. Immediately upon interacting with her, I could tell she was judging us. I’m not sure if it was the way we looked or it was our age or whatever, but her attitude was extremely judgmental and standoffish. She explained to us that the way the bracelet had broken was a “wear and tear” and therefore did not fall under their exchange policy. When we told her that the Chandler store did not tell us this, she said she “couldn’t speak for the Chandler store” and then walked away from us to get one of her employees to help us. Just unprofessional. The entire time, Amal’s tone and attitude was really not welcoming nor friendly. It was extremely disappointing considering my boyfriend and I love Pandora and have purchased many times from them in the past. She eventually passed us onto her assistant manager (I wanna say her name is Christina) and she was a lot more friendly and understanding. She was very gracious and offered to give us a one time exception to their exchange policy. Now, I don’t expect to always be excused for something that is in their policy, however I expect someone, especially the store manager, to be more understanding and helpful, and perhaps offer a different solution, instead of just being rude and passing us off to someone else. Hopefully the store manager does not treat all her customers this way because I would hate to come to the Santan Village store again if...