Formal complaint regarding customer service and product quality

Dear Pandora Customer Service,

I am writing to formally express my dissatisfaction with both the service I recently received at one of your stores (Walmer branch Port Elizabeth) , as well as a quality issue with an engagement ring purchased from your brand.

Firstly, I was extremely disappointed by the behavior of one of your staff members during my visit. The interaction was unprofessional and came across as rude and dismissive. As a customer, I expect to be treated with courtesy and respect, especially when making or inquiring about a meaningful purchase such as an engagement ring. The stuff member insisted that I went swimming with my engagement ring after me telling her several times that I don't swim nor even set my feet in sea or pool water.

Secondly, I have noticed a concerning discoloration in my engagement ring, which was purchased not long ago (July 2025). Given Pandora’s reputation for quality and craftsmanship, this issue is both unexpected and unacceptable. The ring holds significant sentimental value, and I am disappointed that its condition has deteriorated so quickly.

I would appreciate it if you could investigate both matters. Specifically, I would like:

An explanation and appropriate action regarding the staff member’s conduct.

Guidance on how this product issue will be resolved, whether through repair, replacement, or refund.

Please let me know the next steps as soon as possible. I can provide proof of purchase and any additional details if required.

I look forward to your prompt response and a satisfactory resolution. I hope to hear from you ASAP as this is my 5th time reaching out!