Horrible customer service and inferior product

My husband bought me some heart earnings for my birthday. The clasp of one of the earnings was faulty and would not close. I did not even get to put them on . . . .

He sent them an email explaining and asking what the return policy is and was told that he could not return it as he had to ensure they were in working order within 48 hours of the delivery.

We live in Herm****, Western Cape a far way away from any sort of big stores and he had it delivered in advance, checked the correct items were delivered and closed the box. He gave it to me yesterday ( 18 March ) on my birthday and the clasp is broken/ faulty.

I called the head office and spoke to someone who just stated that its thier policy. I said that it is ******* according to the consumer act to not accept returns. I was then told to hold for a manager.

The manager never came to the phone, the employee helping me said that they would collect the item and send it off for testing and then put in a "warranty" claim as the product is damaged.

I explained how angered and upset I was at having to lose my temper and then aked why this was not offered to us in the first place and was met with silence. I said I was angry and wanted to speak to the manager and not just an employee, I was once again put on hold. To which the employee came back to me saying that the manager was busy and could not speak to me but would call me back. To this, I said maybe it is best that we keep this on an email trail, was reading my email address to the employee who was not writing it down correctly only to hear the manager in the background saying "we have her email address?" . . . .

This was my birthday present . . . . What an absolute disappointment. At this point, we would just like our money back to Pandora SA, but we have learned our lesson and, rather support the small local independent guys.