1 /5 Ashley judd: I’ve been a loyal Pandora customer for over 10 years and even worked for the company for about a year. I own so many pieces that I’ve honestly lost count. In all that time, I’ve never had a reason to return or replace anything, which I’ve always found impressive.
Unfortunately, that changed with a recent visit to the store. I went in to discuss a necklace I bought for my daughter about two months ago. The clasp has been getting stuck, and I wanted to see about getting it checked under the manufacturer warranty.
The associate who helped me was immediately dismissive. She hesitated to even touch the necklace, then looked it over and told me it looked “beat up.” She questioned if my daughter was showering with it on. I explained that she’s one year old, and I bathe her, plus she only wears it when we go out.
The associate then looked up my account and said, “Well, you said you purchased a month ago, but it was actually two months,” and that she’d have to get manager approval for a warranty replacement. I said that was fine and went to browse Disney charms while I waited.
She returned and repeated that they wouldn’t replace the necklace because, in her opinion, it looked “beat up” and more than the clasp was damaged. I guess she was referring to a few scratches on the necklace—I’m not really sure, but it certainly hasn’t been mishandled. I’ve attached pictures for reference so others can judge for themselves.
I asked what exactly she meant by “beat up” since the necklace has only been gently used. At that point, I requested the number to corporate and let her know I’d be calling after Memorial Day.
What bothers me most isn’t just the refusal to replace the item, it’s the condescending attitude and lack of empathy or willingness to help, especially after the loyalty and money I’ve poured into this brand over the years. And then she assumed I would still make a purchase after all that? Absolutely not. I left the store feeling extremely disappointed and disrespected.
Pandora, I expected better.
