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I purchased a Pandora double leather bracelet with a silver clasp at the Frankfurt Duty Free on June 14th 2014. After arriving home to Dubrovnik, Croatia, I realized the clasp was broken and the bracelet could not be closed properly nor worn.

Since Pandora has a rep in Dubrovnik I went to him and was advised that I need to proceed through Germany since it was purchased there. After contacting Pandora Germany I was advised by Mr. Petersen that they can't help me and I need to go through Croatia since I live there. I was already annoyed but went to the rep in Dubrovnik one more time, he called his provider and was one more time advised they are not able to help me.

I was shocked with both replies, specially having in mind that Pandora has a one year warranty and is a serious and big company.

After this experience I do not trust them any more and will be telling all my friends not to purchase any of the products since Pandora is not a customer oriented company and could not care less for their clients.

Monetary Loss: $44.

Location: Dubrovnik, Dubrovnik

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Guest

They don't have an international warranty. Go to another store, tell them you got it as a gift, don't have a receipt, and just need a new one. As long as it's a manufacturer's defect they should replace it.

Guest
reply icon Replying to comment of Guest-843420

Nope, doesn't work like that! I was given a phone number to call and they emailed me a shipping label to send it to them through UPS and they would look at it and decide to send me another one.

This process could take 10-15 days after they receive it. I was told all locations have the capability of doing a return, but some just chose not to do it. I guess they can use the pick-and chose method to decide if they want to take it back or exchange it for you. It appears to me they are throwing it off on Pandora instead of taking the responsibility of doing it themselves.

Possibly afraid of not getting credit for it. Which is very poor customer service.

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