Pandora Collections
Complaint 128234 Details

I ordered a bracelet and two charms as a Christmas present for my daughter. When she opened the gift on Christmas Day she realised straight away that it was a fake item - imagine how disappointed she felt and how devastated I felt for giving her a cheap fake as a present!! Immediately after the holidays, I e-mailed Pandora to explain - they responded very quickly explaining that I should send details of the items I hadn't received...I replied with a further explanation about the problem and requesting again, a full refund. This went on for a few more weeks until eventually they got the message and responded with the following:

"Hi, how are you? First of all, we are so sorry for any inconvenience. Our billing department is working on your refund process, it will take little time. Our billing department is working on your refund process and has notified the bank. It will take little time for the bank to complete the refund process for your transaction. Because of all the steps involved; for instance, the merchant bank takes money back to card organization, then card organization takes money back to your card issuing bank, finally the issuing bank takes the money back to your card account. Every step will need time. Meanwhile, Saturday & Sunday are not the working day for the bank, so the credit card refund normally takes 1-2 billing cycle. Please be little patient and thank you so much for your understanding.

I have received a similar response each time I contact them to find out when I shall receive the refund.

The website is very cleverly designed to mislead the consumer into believing it is bona fide - it is not until you get to the payment receipt and shipping confirmation that you realise that the goods are being dispatched from China. I really don't think that I shall ever see my refund (GBP82).

ShannyB