Pandora Jewelry — Local services in Vernon Hills

I came in today because one of the jewels on the heart part of my ring fell. I bought this ring on April of this year so it has only been 3 months. The employee told me that she would have to talk to her manager first. She comes back and says that her manager says it cannot be replaced because the ring has been worn already and is slightly distorted. The ring does not even look “slightly” distorted at all. I told her I would understand that if the jewel that fell off was on the band part of the ring because the heart part of the ring is unaffected by distortions in the band by the way it was made. As you can see in the picture, the jewel that fell was not affected by the “slight” distortion. She calls for her manager (Alessandra) who tells me the same thing and I tried to explain my reason again. She also tells me that it costs $30 to repair one stone, but according to the US Pandora website, Pandora DOES NOT repair jewelry. I also told her that I went to the Pleasant Prairie location and they were willing to replace my ring, but they did not have my size available. I was actually advised to go to another location that may have the size available and this location was the next closest to my house. The manager says that apparently both stores process things differently. But wait a minute, just because it is a different location with different management and owner, you still have to uphold the same warranty policy set forth by Pandora. The manager then says “you can go ahead a write a complaint if you want”. Mind you, not once did I threaten to say I’m going to make a complaint to your boss/owner, she just immediately says it right off the bat. Well here is the complaint. For a manager to feel so comfortably to tell a customer to write a complaint so easily must mean you do not care because your boss/the owner will not do anything. At that point, I just said I’m leaving and walked away. Also, I bought a care plan for the ring. The manager tells me that whoever sold it to me might not have explained the terms properly because it does not kick in till 1 year and 1 day. I said actually you were the one who sold me the care plan and this incident is a manufacturer defect that is within 1 year of purchase not from wear and tear. The care plan is designed for out-of-warranty manufacturing defect and wear and tear.

UPDATE: I went back to the Pleasant Prairie location on a different day and they happened to have my size available. They replaced my ring with absolutely no issues or hassle like this Hawthorn/Vernon Hills location. I am going to continue shopping at Pandora just not at the Hawthorn/Vernon Hills location. I see a lot of negative reviews about the customer service from other customers on here. It’s no wonder because the manager who is hiring them, Alessandra N., has terrible customer service. From a person who is in a leadership position, “great job” on handling the...

I have a couple items from Pandora most are gifts from my daughters. This year for mothers day my eldest gave me 3 charms. One fell apart within one month, it had a hanging black bead. I went to the Vernon Hills (Hawthorne) location and spoke with Cristina the manager. She said it was bought at Rosemont outlet so I had to go there. I went home and read the warranty info in their booklet. I returned the next day and had to explain their policy to her. I told her Rosemont outlet was from same owner as Hawthorne store. She said yes but I still had to go back to Rosemont. I told her that in the booklet it doesn't state that. It pretty much says Pandora will fix or replace unless its authenticity is questionable. She printed out the receipt as my daughter obviously didn't give it to me bcz it was a gift. She finally said she would send to get fixed at no charge. When I received the call that my charm was back in Hawthorne I was excited. But that ended the moment I seen my charm. It was dull, the charm fell in the toilet while I was cleaning it. I'm right handed and my charm bracelet is on my left hand. So my left hand was on the tank the whole time. I told her I wasn't satisfied with the repair. She said "I don't understand you wanted it fixed so we fixed it for free, I don't understand what you want now" I asked her, would you put that dull charm on your bracelet? She didn't reply. I told her I don't want anything free. But per your warranty I have to be satisfied. So I told her, you work here not me. Satisfy me. She ended up exchanging the charm for one of equal value. That charm was poorly made and I had to go through hell to get my warranty applied. These are not $10 charms. Pandora should really take note of these kind of complaints. I had to read the warranty and fight to get it applied to my charm. The brochure doesn't state outlets vs non outlets. It states "Pandora" it states if its authenticity is questionable. That's logical, BUT she printed out my daughters receipt using my daughters cell no. The only reason she bought those in Rosemont is bcz she took me to eat at Sugar Factory in Rosemont for Mothers Day. I was dealing with the Store Manager, Cristina. TERRIBLE...

Although this was first experience ever buying jewelry apart from watches, I wanted to congratulate this location for receiving Julianne D as a transfer.

From the start, she was excellent! She tour guided me to just what I had in mind! Coming from the service industry, I hadn't met anyone who was able to have such a professional demeanor yet demonstrate such great personal interest and conversational flow as Julianne. She was both sweet, nice, and funny at the same time!

I came in fresh from the gym and expected to be looked at funny, but she was uber adept to help me out from the beginning. I have walked into a Porsche dealership with my card basically flying out of my pocket, but felt shunned by their restraint, likely due to my young age. Walked straight into Audi that same day and made a purchase, while still feeling displeased by the way the other store made me feel.

5 stars for Julienne for treating me like a guest! She has great potential, and I will come back solely for her kindness and...