Pandora

Initial Business Response / [redacted] (1000, 8, 2014/07/21) */ Contact Name and Title: [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: ***@pandoradeerpark.com We received the complaint dated 7-14-via mail - although the letter indicated this was the second letter, to clarify this is the only letter we have received This ad was run correctly last year in the Deer Park Town Center editionPer our franchise agreement we are not allowed to run any coupons, so we advertise in this brochure by providing the dates and restrictions of upcoming promotionsWe are also only allowed to offer nationwide promotionsWhen we first proofed this ad the following information was included: On the left side of the ad: Offer: Free single leather bracelet with $Pandora purchase Dates: July - July On the right side of the coupon: Offer: Free silver clasp bracelet with $Pandora purchase Dates: September - Pandora then added the option of customer's receiving a multi-strand cord as an option besides just the leather bracelet for the July promotion We then informed the publisher that we would like to add to our ad for the July promotion: Free single leather bracelet or multi-strand colored cord with a $Pandora purchase They responded back to ask if we want all the other information included to which we replied - yes, we are just adding the multi-strand option to the one promotion We did not see a reproof of the adThe first time we saw the new rendition of this ad was when it was publishedWe immediately worked with the center to re-sticker all unmailed brochures with the correct info, changed the information on the mall facebook and informational pages, and immediately put a sign up in our store stating that this was a publishing/proofing error that was not under our control Since that time we have shared this information with all customers entering our storeOur promotions are nationwide and we are not allowed to defer from those corporate promotional offersWe have shared the promotional dates and requirements with all customers We thoroughly understand the customer's frustration, but this was not our original adWe understood the ad to be printed the exact same as last year, but with the additional multi-strand offer attachedNo information was to be deletedCustomer service is our priority but unfortunately printing mistakes do happen and we are under a franchise agreement that indicates that we must follow company promotional directives Consumer Response / [redacted] (3000, 16, 2014/08/20) */ I was not able to respond within the allotted days due to my father in law being diagnosed with terminal cancer and just passed away last weekI am not satisfied with response at allAs I am a Pandora buying customer for myself as well as my family this coupon was falsely advertised and I want this store to uphold what the coupon promisedIt is NOT the consumers fault you had a misprint on your coupons and I as a customer received oneWhat you stated in your response is a lie This part of your response is not true!!!! " immediately put a sign up in our store stating that this was a publishing/proofing error that was not under our control." There was NO sign in your store!!! I will continue with the Revdex.com so others can see how customers are treated by advertisement if I'm not warranted the leather pandora Also, in regards to this matter, there was another complaint made by a consumer and they were getting a bracelet purchased for them by the ownerHow would that be fair if I was not able to get my bracelet due to the advertising and she did?? Business Response / [redacted] (4000, 18, 2014/08/20) */ This customer called the store this am and [redacted] had already contacted me on this oneWe are also giving her the same offerPlease have this customer contact the store so she and her friend can both pick up their bracelets Business Response / [redacted] (2000, 20, 2014/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Pandora honored the request

Pandora # my husband never said I wore them three timesI wore them once#No one said at time of purchase that I can not return them nor explained to me any return policy #I want my Money backTo exchange!!Not my fault I didn't know or was informed about return policy and sales person never said anything about it.#I was not offered to try them at store either

See attached

We are pleased to report the complaint number referenced above has been resolvedOn January 14,2016, Pear Tree Avenue, LLC issued a refund to the customer.Pear Tree Avenue, LLC determined the following after investigating the complaintOur internet access was disconnected during the customer's initial transactionThe register displayed that the credit cardhad not processedTherefore, the transaction was processed a second time.We apologize for any inconvenience this may have caused the customer.Sincerely, [redacted] Controller

We are pleased to report the complaint number referenced above has been resolvedOn January 14,2016, Pear Tree Avenue, LLC issued a refund to the customerPear Tree Avenue, LLC determined the following after investigating the complaintOur internet access was disconnected during the customer's initial transactionThe register displayed that the credit cardhad not processedTherefore, the transaction was processed a second time.We apologize for any inconvenience this may have caused the customerSincerely, [redacted] Controller

Initial Business Response / [redacted] (1000, 9, 2015/09/11) */ After researching the incident, it was found that the associate attempted to polish the tarnish then offered to soak the necklace but the customer denied further action to clean itCustomer service contacted us first regarding the issue and offered the customer a gift card for the value of the necklace or a new necklace and the customer declined and demanded a visa gift card which customer service is unable to provideCustomer service let us know that we handled the situation appropriately at the store level and that there was no further action requiredSince then customer service has offered Full refund for necklace/pendant, plus tax, totaling $in the form of a PANDORA Gift Card To replace the necklace/pendant or the option to pick any other merchandise up to $150.00, and if she fell short of the $then we gladly offer her a gift card for the differenceBoth options dependent on her returning the merchandise in question - we would provide a label of course A full refund of total purchase - upon returning the necklace/pendant, earrings and would cover tax and entire cost or all items purchased Or merchandise of her choice up to the cost of the items purchased $with the same caveat that if she fell short in merchandise we would offer her a PANDORA Gift card for the difference We have yet to hear anything back from the customer

Initial Business Response /* (1000, 8, 2014/07/21) */
Contact Name and Title: *** Owner
Contact Phone:***
Contact Email: ***
We received the complaint dated 7-14-via mail - although the letter indicated this was the second letter, to clarify
this is the only letter we have received
This ad was run correctly last year in the Deer Park Town Center editionPer our franchise agreement we are not allowed to run any coupons, so we advertise in this brochure by providing the dates and restrictions of upcoming promotionsWe are also only allowed to offer nationwide promotionsWhen we first proofed this ad the following information was included:
On the left side of the ad:
Offer: Free single leather bracelet with $Pandora purchase
Dates: July - July
On the right side of the coupon:
Offer: Free silver clasp bracelet with $Pandora purchase
Dates: September -
Pandora then added the option of customer's receiving a multi-strand cord as an option besides just the leather bracelet for the July promotion
We then informed the publisher that we would like to add to our ad for the July promotion:
Free single leather bracelet or multi-strand colored cord with a $Pandora purchase
They responded back to ask if we want all the other information included to which we replied - yes, we are just adding the multi-strand option to the one promotion
We did not see a reproof of the adThe first time we saw the new rendition of this ad was when it was publishedWe immediately worked with the center to re-sticker all unmailed brochures with the correct info, changed the information on the mall facebook and informational pages, and immediately put a sign up in our store stating that this was a publishing/proofing error that was not under our control
Since that time we have shared this information with all customers entering our storeOur promotions are nationwide and we are not allowed to defer from those corporate promotional offersWe have shared the promotional dates and requirements with all customers
We thoroughly understand the customer's frustration, but this was not our original adWe understood the ad to be printed the exact same as last year, but with the additional multi-strand offer attachedNo information was to be deletedCustomer service is our priority but unfortunately printing mistakes do happen and we are under a franchise agreement that indicates that we must follow company promotional directives
Initial Consumer Rebuttal /* (3000, 10, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with response at allAs I am a Pandora buying customer for myself as well as my family this coupon was falsely advertised and I want this store to uphold what the coupon promisedIt is NOT the consumers fault you had a misprint on your coupons and I as a customer received oneWhat you stated in your response is a lie
This part of your response is not true!!!! " immediately put a sign up in our store stating that this was a publishing/proofing error that was not under our control."
There was NO sign in your store!!! I will continue with the Revdex.com so others can see how customers are treated by advertisement if I'm not warranted the leather pandora
Final Business Response /* (4000, 14, 2014/08/18) */
We understand this customer's frustration
It's not healthy for*** to have so much anger and hostility towards us for a printing errorAs a Pandora Store we cannot give her the item she is requesting as it is against our franchise agreement
However, I will personally purchase this item for herShe may choose either a single strand leather bracelet in black, brown, champagne, red or gray OR a multi-strand bracelet in an array of assorted colors
In order to pick this up, please have her contact our Manager, *** at*** to arrange a convenient time to stop by our store
Again, we sincerely apologize for this printing error

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our assistant manager took care of her the first time she came into the store. Our scanner scans barcodes from a distance, and accidentally scanned a different barcode. This was a human error. The $ring was scanned on accident. She let me know that she made a
mistake. The customer originally walked out with a $ring instead of a $ring. The assistant manager explained all of this and made it clear. We tried to figure something out, and she was going to get the correct $ring, but wanted the $ring instead for the $price. We were unable to honor this. She refused to pay the difference, from $to $for the ring she wanted. Nowhere does it show this ring was $30. We offered her a free jewelry box and free polishing for her jewelry which she did accept. I told her we could find the ring in her size and she said no, it was fine, and left with her mother. I relayed to her what our District Manager said, and feel that offering her the jewelry box/cleaner, and offering to size her, showed good customer service

Our assistant manager took care of her the first time she came into the store.? Our scanner scans barcodes from a distance, and accidentally scanned a different barcode.? This was a human error.? The $ring was scanned on accident.? She let me know that she made a
mistake.? The customer originally walked out with a $ring instead of a $ring.? The assistant manager explained all of this and made it clear.? We tried to figure something out, and she was going to get the correct $ring, but wanted the $ring instead for the $price.? We were unable to honor this.? She refused to pay the difference, from $to $for the ring she wanted.? Nowhere does it show this ring was $30.? We offered her a free jewelry box and free polishing for her jewelry which she did accept.? I told her we could find the ring in her size and she said no, it was fine, and left with her mother.? I relayed to her what our District Manager said, and feel that offering her the jewelry box/cleaner, and offering to size her, showed good customer service.?

See attached.

We are pleased to report the complaint number referenced above has been resolved. On January 14,2016, Pear Tree Avenue, LLC issued a refund to the customer.Pear Tree Avenue, LLC determined the following after investigating the complaint. Our internet access was disconnected during the...

customer's initial transaction. The register displayed that the credit cardhad not processed. Therefore, the transaction was processed a second time.We apologize for any inconvenience this may have caused the customer.Sincerely,[redacted]Controller

PANDORA Capital City received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, the customer complains that the recently purchased earrings were not able to returned due to trying them on.PANDORA stores are happy to return or exchange items with a...

valid proof of purchase that must be presented within 30 days of purchase and the items must be as new. Please note that pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety.  The return and exchange policy is noted on both the receipt and our website www.pandora.net.At the time of the return the customer’s husband stated that she had worn the earrings two or three times and did not care for them anymore and wished to return.  Due to hygienic and safety precautions we were unable to do so.  We have reached out to the customers and offered to exchange the earrings or refund for merchandise credit as one time courtesy. PANDORA Capital City sincerely regrets any inconvenience this issue may have caused.  Please feel free to contact the store directly with any questions or concerns on this matter. Thank You,PANDORA Capital City MallMegan W[redacted]Area Manager

Initial Business Response /* (1000, 8, 2014/07/21) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pandoradeerpark.com
We received the complaint dated 7-14-14 via mail - although the letter indicated this was the second letter, to clarify...

this is the only letter we have received.
This ad was run correctly last year in the Deer Park Town Center edition. Per our franchise agreement we are not allowed to run any coupons, so we advertise in this brochure by providing the dates and restrictions of upcoming promotions. We are also only allowed to offer nationwide promotions. When we first proofed this ad the following information was included:
On the left side of the ad:
Offer: Free single leather bracelet with $100 Pandora purchase.
Dates: July 10 - July 20
On the right side of the coupon:
Offer: Free silver clasp bracelet with $100 Pandora purchase.
Dates: September 18 - 21
Pandora then added the option of customer's receiving a multi-strand cord as an option besides just the leather bracelet for the July promotion.
We then informed the publisher that we would like to add to our ad for the July promotion:
Free single leather bracelet or multi-strand colored cord with a $100 Pandora purchase.
They responded back to ask if we want all the other information included to which we replied - yes, we are just adding the multi-strand option to the one promotion.
We did not see a reproof of the ad. The first time we saw the new rendition of this ad was when it was published. We immediately worked with the center to re-sticker all unmailed brochures with the correct info, changed the information on the mall facebook and informational pages, and immediately put a sign up in our store stating that this was a publishing/proofing error that was not under our control.
Since that time we have shared this information with all customers entering our store. Our promotions are nationwide and we are not allowed to defer from those corporate promotional offers. We have shared the promotional dates and requirements with all customers.
We thoroughly understand the customer's frustration, but this was not our original ad. We understood the ad to be printed the exact same as last year, but with the additional multi-strand offer attached. No information was to be deleted. Customer service is our priority but unfortunately printing mistakes do happen and we are under a franchise agreement that indicates that we must follow company promotional directives.
Consumer Response /* (3000, 16, 2014/08/20) */
I was not able to respond within the allotted days due to my father in law being diagnosed with terminal cancer and just passed away last week. I am not satisfied with response at all. As I am a Pandora buying customer for myself as well as my family this coupon was falsely advertised and I want this store to uphold what the coupon promised. It is NOT the consumers fault you had a misprint on your coupons and I as a customer received one. What you stated in your response is a lie.
This part of your response is not true!!!! " immediately put a sign up in our store stating that this was a publishing/proofing error that was not under our control."
There was NO sign in your store!!! I will continue with the Revdex.com so others can see how customers are treated by false advertisement if I'm not warranted the leather pandora.
Also, in regards to this matter, there was another complaint made by a consumer and they were getting a bracelet purchased for them by the owner. How would that be fair if I was not able to get my bracelet due to the advertising and she did??
Business Response /* (4000, 18, 2014/08/20) */
This customer called the store this am and [redacted] had already contacted me on this one. We are also giving her the same offer. Please have this customer contact the store so she and her friend can both pick up their bracelets.
Business Response /* (2000, 20, 2014/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Pandora honored the request

Initial Business Response /* (1000, 9, 2015/09/11) */
After researching the incident, it was found that the associate attempted to polish the tarnish then offered to soak the necklace but the customer denied further action to clean it. Customer service contacted us first regarding the issue and...

offered the customer a gift card for the value of the necklace or a new necklace and the customer declined and demanded a visa gift card which customer service is unable to provide. Customer service let us know that we handled the situation appropriately at the store level and that there was no further action required. Since then customer service has offered
1. Full refund for necklace/pendant, plus tax, totaling $150.00 in the form of a PANDORA Gift Card
2. To replace the necklace/pendant or the option to pick any other merchandise up to $150.00, and if she fell short of the $150 then we gladly offer her a gift card for the difference. Both options dependent on her returning the merchandise in question - we would provide a label of course.
3. A full refund of total purchase - upon returning the necklace/pendant, earrings and would cover tax and entire cost or all items purchased.
4. Or merchandise of her choice up to the cost of the items purchased $176.76 with the same caveat that if she fell short in merchandise we would offer her a PANDORA Gift card for the difference.
We have yet to hear anything back from the customer.

Pandora # 1 my husband never said I wore them three times. I wore them once. #2 No one said at time of purchase that I can not return them nor explained to me any return policy . #3 I want my Money back. To exchange!!. Not my fault I didn't know or was informed about return policy and sales person never said anything about it.#4 I was not offered to try them at store either .

We are pleased to report the complaint number referenced above has been resolved. On January 14,2016, Pear Tree Avenue, LLC issued a refund to the customer.
Pear Tree Avenue, LLC determined the following after investigating the complaint. Our internet access was disconnected during...

the customer's initial transaction. The register displayed that the credit cardhad not processed. Therefore, the transaction was processed a second time.We apologize for any inconvenience this may have caused the customer.
Sincerely,
[redacted]Controller