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December 2023 by Henry L.
I am not the type to air complaints, but I had a horrid experience shopping here. Please see below:1) I came in to purchase the Disney 100 series as an anniversary gift, and the product seemed fine. There were no issues, and the reps were courteous, but...2) When we returned home we discovered there was an issue with the product. Specifically the clasp wasn't working properly, so we brought the item in. As soon as we mentioned exchanges and returns the expressions on the employee's face changed. They took the item away and started trying to repair it without telling us anything. Transparency is not their strong suit. After waiting over half an hour while they went back and forth to figure out what to do, they finally decided to issue us another item and return the defect item under warranty policy. The whole process sucked the joy out of this experience, which was supposed to be meaningful for my wife and I. We weren't satisfied with this decision but went with it anyway.3) At home, upon looking at the item closely we discovered scuffs on the back of Mickey's head (see photos) and knew it must have been damaged in the shipping process or from people trying the bracelet on (you'll notice that the employees here do not handle the jewelry with care. In fact they had dropped my Winnie the Pooh charm on the glass / table several times, but I was already too drained to say anything about it).4) When I took the item back to be returned, I explained what happened. Nora went back and forth from the front to back office. After half an hour she told me they could only issue store credit since this item was issued under warranty. We went back and forth for maybe 15 minutes. My point was they were not honoring their return policy (up to Jan 28 2024), and there was no transparency. Customer service had been bad the day we came in for the return. They took the item to the back several times in order to "polish" it. I suspect they sell items even if it is not in new condition. We didn't even get a chance to examine the product properly, otherwise we would have seen the scuffs. Nora's point was that the item is outside of their control when it left the store. This was frustrating because the way they worded the situation suggested we had damaged the product, when in fact it was likely damaged in store, or during manufacturing / shipping. 5) Eventually Nora did issue the refund, which took her 40 seconds, whereas the whole process of checking and debating took about an hour. I am thankful that Nora handled this situation gracefully, but question the integrity and customer service quality of this specific location.In short, people writing reviews on this store are mostly telling the facts. The reps are not transparent, and they are likely under pressure from management to use various tactics, to avoid exchange and/or refunds, for the sake of sales. This is a real pity, because Pandora actually makes some cool items. My advice is to stay away from this store. If you do need to come in, inspect the product very carefully before making any payments, and make the reps go through their return policy very carefully with you. Shoppers beware: you may come in with a smile and the hope of buying something pretty for your loved one, but that smile, kindness, and enthusiasm will absolutely not be reciprocated.
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November 2023 by Jul W.
Poor customer service. I stood behind a few people who were lined up in front of the register waiting for help. When employee came out of the backroom, she ignored the people in line and went up to other shoppers elsewhere in the store to ask them if they needed help. When the employee walked past me and I told her that I was waiting in line for help, she didn't seem to care. The manager noticed the exchange, but also didn't care. This is not the first time that I've been in the store and felt the employees were rude and less than helpful.
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October 2023 by Marion A.
Terrible costumer service! Don't come here.Recently, my 11-year-old daughter received a pair of earrings valued at $150 as a birthday gift. Unfortunately, upon closer inspection, we discovered a malfunction in the clasp of the earrings.To address this issue, I visited the Pandora store located at Valley Fair in Santa Clara. There, I had the opportunity to interact with one of the staff members and store manager Michelle. Regrettably, my experience with her was far from satisfactory. Not only did she decline my request for an exchange, but she also displayed a level of rudeness that left me disheartened.
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September 2023 by Katie Z.
I would give zero stars if that's possible! I was here to exchange a different length of my bracelet. They just made me feel not being welcome here, since they are tooooo busy! I was pretty upset, I ended up return the bracelet. Pandora need to improve their customer service.
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August 2023 by evelyn v
rude lady horrible customer service ignored us and did not help at all lol maybe she shouldn’t work there <3
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July 2023 by James C
We waited in line (like always) but once we entered no one helped us. We were pretty much ignored at first. While the customers behind us were helped right away. Then the employees acted like they didn't know who let us in or how we got there. When we did get some assistance, this young lady actually brought over earrings in her HAND, not in the tray. We have purchased many things from Pandora over the years. Never going back to this location. From now on we go to Macy's
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June 2023 by Syanne Patton
Thank you so much, Jessica! She made me and my best friend's visit very smooth and helpful. It was a very professional and supportive way of being sized for an engagement ring! Thank you!
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May 2023 by Michelle R.
The sales person Tania C was a bit rude. I went to exchange a bracelet size and she was rude about it and got upset. Made me return the whole purchase and redo the transaction so she could get her commission. Avoid this location and please go to the Oakridge Mall location, their customer service is so much better.
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March 2023 by Jesus H.
Went inside pandora to purchase a gift. I was helped by a young asian woman, i don't know where to begin she was lacking everything from a-z. Maybe she hates her job or just having a bad day or so I thought. A couple days ago i walked in to exchange a gift for a bigger size and walked in to the two same workers a young Latina women and the asian women i asked if i can exchange a product and the asian girl looks in disgust to her coworker and says can you take that. I dont know why she has this job if shes not going to have good service.
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March 2023 by Namchin Dechingavaa
They treat their customers like thieves. Don’t even show the products out of the glass counter, don’t give any chance to hold it before deciding to buy and disrespect someone who asked about the cheaper ones.
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March 2023 by Viri L.
When I first went in, staff member was not very welcoming. Decided to go back closer to closing time, asked if they had time to clean my jewelry (they could've said no and it would've been fine) they took it to the back, came back within 2 minutes. They obviously did not clean it, they were still dirty. They normally clean my jewelry in front of me and this time they took them to the back.
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January 2023 by Tracey L.
Of course, we all shop at Pandora for charms, bracelets, and more. But I have never seen a jewelry box in the store. So, I gave it a try and asked the clerk, and she pointed toward two of the cutest pink boxes. The inside is a soft velvet, with a lot of compartments. There's a top shelf as well as a bottom area. And, of course, I couldn't dare leave without purchasing a pair of earnings in rose gold. And with my total purchase, I was gifted with a charm bracelet. Happy Girl!!
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November 2022 by Emilia Kendrick
I wanted to share my experience with Liz and Ashley Z. Both of these individuals create such a warm and welcoming atmosphere in the store. I have had horrible interactions at the store in the past, which made me not want to shop at this location. But in complete honesty, if these two individuals could be the only ones to help me pick out my jewelry, I would come here all the time. These two people are so kind and sweet. They make me feel welcome and cared for. Please, if you go in ask these two people and I am sure you will have the best experience. Liz made me feel cared for as she showed me all the charms. She really made sure I was getting a charm that was perfect for my bracelet. She did not make me feel rushed. She treated me like a friend for sure. Ashley also showed me charms when I went a previous time. She made jokes and interacted with my mother and I as we shopped. She was very patient and made me feel welcome. Whenever I shop here, I am only shopping with these two people. They deserve recognition.
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October 2022 by Vy N.
I bought a bracelet last week and decided that I would want a refund/exchange for maybe another item because my mom wasn't satisfied with the bracelet. We left it in the box and everything for less than a WEEK from when we purchased it and did not touch or wear it because we knew we wanted to return. I came back 5 days later and requested a refund but they claimed that they can't because the bracelet looks like it was worn. That's bull. The salesperson Jaime L decides to sell us an old scratched up one and claims that we have 30 DAYS TO RETURN IT. She never mention anything else and made it seem picture perfect with their "policy" but realistically it seems like they're trying to scam you. How are you going to say 30 days but I came back less than a week and you refused to help and refund my money. I explained to them that we never even worn it (because we didn't. I'm not a broke bum and wouldn't demand money for no reason but because I am being honest I was extremely upset). They even compared it to the one they let customers try on and compared it to mine that has been supposedly been "WORN". The salesperson that sold me the bracelet was there too and she acted as if she didn't know anything. It would be nice if the management and sales associate would be more truthful and helpful towards their customers. I felt neglected and frustrated so I had to contact customer service and file a case. Please do better because this is unacceptable. This is not about the money, it is just the fact that they're being dishonest with their policy that can honestly create bigger consequences later on if they continue to profit off customers like this.
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October 2022 by Binh Truong
The worst Pandora store service, I have ever been. I came here many many times before drop down a review online.Be aware that this store will not accept your return happily. Unless, the returned are still inside Pandora sealed zip package or the store is short of that item. I purchased charms from other stores without sealed zip package (of course), I also did not look too closed to the condition at the time of purchasing. I understand that in store charms cannot avoid of minor scratches (not worn down scratches) because they have been tried on many many times by different customers before someone finally bought it. This store manager took a long time to inspect the item to see if there are any scratches on the charms then she unwillingly accept the return.I visited the store again on SUNDAY. They closed one section of the store to "check on inventory". Charms stored in that section cannot be taken out to try on. Sale associate asked me to come back on Monday if I really want to see them. WOW!This store doesn't care about customer services at all. They don't even care about sales.Such horrible experiences with this store.
