A 1.6-star rating on Trustpilot. Seriously. And it's not just a few grumpy customers, the Better Business Bureau has logged over 1,000 complaints against Pandora in the last three years alone. If you're dealing with a green-tinged charm, a delivery that never showed up, or customer service that just doesn't seem to care, you're in the right place. Popular complaints constantly flag their terrible customer service and major problems with product quality. It's beyond frustrating when a brand you trusted for a special gift lets you down so badly. We get it. Official site: Visit Pandora
Best ways to complain to Pandora
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| Phone | 1-855-922-2600 (Mon-Sat, 9am-6pm EST) | For urgent issues or when you absolutely need to speak to a person (and have time to wait on hold). |
| Live Chat | Available on their website (Mon-Sat, 9am-6pm EST) | Good for getting a transcript of your conversation. Proof is everything when they don't follow through. |
| Contact Form | Available 24/7 on their support page | Best for non-urgent issues or when you need to attach photos of that faulty bracelet or tarnished ring. |
| Social Media | Tag @PANDORA_NA on X (Twitter) | For public complaints. Sometimes a little public shame is the only thing that gets a fast response. |
⏱️ Estimated Response Times from Pandora After Complaining
Immediate to 48 hours, but honestly, getting a useful answer can feel like an eternity.
| Method | Expected Wait Time |
|---|---|
| Phone | Immediate to 30 minutes (hold time can be brutal) |
| 24 to 48 hours (often a generic template response first) | |
| Chat | 5 to 20 minutes (if you can get past the bot) |
🔍 Tips to Get a Quicker Response from a Complaint
- Call right when they open at 9 AM EST to avoid the midday rush.
- Have your order number, photos, and any previous communication ready before you contact them.
- Use their Live Chat so you have a written record of everything they promise (or don't promise).
- If you get a generic email response, reply immediately asking for your case to be escalated to a manager.
How to Escalate Your Complaint
If Pandora is ignoring you or refusing to help, don't give up. Your first step should be to ask for a supervisor on the phone or in chat. If that goes nowhere, it's time to go external. The Better Business Bureau (BBB) is a solid next step. You file a complaint on their website, and they formally reach out to Pandora on your behalf. The BBB process works, but prepare to wait. Pandora usually responds after a nudge or two from them. For unresolved payments, filing a chargeback with your credit card company is often the quickest way to get your money back. Just explain the situation and provide your evidence (like emails or photos).
Email Template to Complain to Pandora
Subject: Formal Complaint: Unresolved Issue with Order #[Your Order Number]
I am writing again to resolve an issue with my recent order, as my previous attempt to contact customer service on [Date] was unsuccessful.
On [Date of Purchase], I bought a [Item Name]. Unfortunately, [clearly describe the problem, e.g., 'the clasp broke after two days,' or 'the item arrived damaged']. This was a gift, and frankly, the poor quality and the time I've had to spend chasing this is incredibly disappointing.
To resolve this, I require a full refund of [$Amount] to my original payment method. I also expect a prepaid shipping label to return the defective item.
If I do not receive a confirmation of this refund within 3 business days, my next step will be to file a chargeback with my bank and post my experience on public review sites.
Thank you for your prompt attention to this matter.
[Your Name]
Additional Helpful Tips to get Your Complaint Resolved
- The second you feel the conversation is going nowhere, politely say, 'I'd like to speak with a supervisor, please.' Don't wait for them to offer.
- After any phone call, immediately send a follow-up email summarizing what was discussed and what was promised. 'Per our conversation, you agreed to...' This creates a paper trail they can't ignore.
- Take your complaint public. Post on their Facebook page or tag @PANDORA_NA on X (formerly Twitter) with your order number. One user on BBB mentioned they only got a response after tweeting a picture of their tarnished charm.
Let Pine AI Help Raise the Complaint to Pandora
Tired of Pandora's support chat bot giving you the runaround about a faulty bracelet? Or being on hold for twenty minutes just to get disconnected? Sound familiar? Pine AI can handle the frustrating back-and-forth for you. We send the emails, follow up, and deal with the persistent pushback so you don't have to waste your time or energy. No more wasted lunch breaks trying to get a simple refund. Let us handle the headache.
Frequently Asked Questions about Pandora Complaint Filing
What if Pandora doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving Pandora?
Is this the right phone number to contact Pandora?
What's the easiest way to cancel an order with Pandora?
Is it better to complain online or in-store?
Why did my Pandora charm turn my skin green?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
