Pandora Jewelry — Local services in Katy

I went with a friend who purchased a couple of charms as gifts for kids. I was told that since it was over $135, I qualified for the free promotional gift which was a bracelet. I didn't realize until after I got home that the free gift wasn’t in the bag (nor was it on my receipt). I called the store to see if I would still be eligible to get the free gift and was told yes and that all I needed to do is bring my receipt. Because of my work schedule and store distance from my home, I couldn’t return it until the weekend. Due to the busyness of the mall, staff was limiting entry to only a few customers at a time. While in line, a worker asked if I was there for pick up or to shop and I explained that I was just there to get the free item that I was not given a couple days before. I waited in line about 25 mins before going in the store and once inside I waited about 10 mins for someone to assist. When it was my turn, I once again explained that the worker had made a mistake and didn’t give me the free bracelet item and that’s all I needed. The worker went to the back and returned with confirmation that she could give me the bracelet but had to do a return on the items. I told her that I didn’t bring the items because I’m not returning them, and all I was told is to bring a receipt. She said it wasn’t a problem and that she would scan the bar code on the charms they have in store and do a full return. I then explained that I didn’t pay for the charms, a friend paid as a gift and I did not have that particular credit card with me. She insisted that it wasn’t a problem. I tried on a couple of different sized bracelets and chose the larger one to have a little more room on my wrist. The associate then scanned the bracelet and began to package it up. I should’ve asked more questions because once she “returned the items”, my friends card was credited back which meant I then had to “repurchase” the items. The associate looked at me, turned the iPad toward me and says, “you just have to enter your card again. I looked at the associate and told her “I told you that I didn’t have that form of payment.” She just stared blankly and replied “oh”, I had no other choice than to use my own card to pay—which takes away from my friend paying for the gift in the first place! About 20 mins later, while sitting at the food court, I decided to look at the bracelet. I’m glad I did because I realized the associate gave me the wrong size!!! So I had to go get back in line for another 20 mins just to exchange it! This experience made me just want to stay away...

Heartbroken by My Experience at Pandora

I never imagined I’d leave a Pandora store so upset.

Pandora has always been a brand I admired—not just for its beautiful jewelry, but for the way it made people feel special. But today, that image was shattered.

I walked in with a simple request: to exchange a gifted item for something I didn’t already own. It was gifted to me for my first Mother’s Day, but I already owned the charm. So I thought, I’ll just exchange it. Simple enough. It was supposed to be a happy moment. Instead, I was met with hostility and terrible customer service by someone named Steph. She spoke to me with no care at all- saying she couldn’t exchange my item, dismissing me, and refusing to help in any way. Her behavior was very unprofessional and not at all helpful. And then she had the audacity to say as I was walking out upset “I was just trying to help you”. Seems as though she has help and driving away customers confused with one another.

I came with a receipt, a new item, and just wanting a simple exchange. I've never experienced such humiliation in a store before. What hurts the most is how powerless and belittled I felt in that moment. I left not just disappointed, but deeply hurt.

I truly hope Pandora’s management sees this and takes it seriously. This isn’t about an exchange anymore—it’s about dignity and respect. Please reach out to me. I need someone at Pandora to hear what happened, because no customer should ever be made to...

this girl named abby was being rude and having attitude for no reason towards me and my mom. she looked like she wasn’t trying to help, and slowly got mad because my mom took only couple of seconds to look at the charm she wanted look, when i asked her if she was okay she said yes and left and went to cashier and stared saying stuff to her coworkers which they looked at us and told one of her coworkers to come help us instead which i don’t see what we did wrong, people like abby shouldn’t be working retail if they aren’t going to be patient & nice. but the girl that told her to help us was really sweet,...