Terrible Pandora service-Waterfront branch

Hi

I had a terrible experience at the Waterfront branch when I had to refund a charm that I purchased as a gift. On the 9th May 2024 just after 10am, I purchased a charm as a gift and the sales assistant on duty at that time was very helpful and I had an amazing experience. On the 11 May 2024, I had to refund the charm as it does not go on the “Pandora Me” bracelet and they did not have anything that I liked, in store so I decided to purchase online since there is a variety. The same consultant assisted without hesitation. She had to call a more superior person to assist with the refund(whom I assume was the manager). The manager came to assist, did not acknowledge me AT ALL, she asked the assistant why I don’t choose a different charm , to which the assistant responded that I do not see anything that I like. She then asked if I have the same card that I used to purchase otherwise it will be a problem. I explained to her that I know the process and it will not be a problem, she reiterated and I eventually got upset and told her that I work with these things everyday. She then proceeded to do the refund, gave my receipt and said I can leave.

I was disgusted at the service I received. I have purchased at the Tygervalley branch on several occasions but I always received the best service. For someone who is in a superior role, she needs to get some training on customer service and people skills.