Terrible Quality and Customer Service

I am writing to formally raise a complaint regarding both the quality of a Pandora ring purchased for my daughter, as well as the unacceptable customer service she received at the Pandora Walmer Park store.

The ring was purchased from Pandora Tygervalley on 26 April 2026 (receipt attached/below). Less than six months after purchase, the centre stone fell out of the ring.

On 7 October 2026, my daughter visited the Pandora Walmer Park branch to enquire about a replacement. The staff member on duty advised her that the ring could be exchanged. As the same ring was not available in her size, she was informed that she could select another item of equal value or pay in the difference should she choose a more expensive item. She was also encouraged to take some time to decide how she wished to proceed.

My daughter returned to the store on 17 October 2026, where she was assisted by the Store Clerk, Jolene Du Preez. After explaining that she had previously visited on 7 October regarding the exchange, the ring was measured, and Jolene stated that it was a size 50. She then provided my daughter with the same ring in a size 50. However, the replacement ring was clearly too small and would not fit her finger.

Jolene subsequently inspected the stamp inside the original ring, which clearly indicates a size 52. A copy of the original proof of purchase was then obtained from Cape Town, confirming that the ring purchased was indeed a size 52.

Despite this, Jolene alleged that the ring had been altered. When questioned, she acknowledged that she did not possess either the expertise or technical knowledge required to verify whether the ring had been altered, yet continued to insist that this was the case.

When my daughter asked why the position taken on 17 October differed from the advice provided on 7 October, she was informed that "the policy had changed." However, no explanation could be provided as to what policy had changed or when such change had taken effect.

The interaction then became increasingly unprofessional, culminating in a sarcastic remark suggesting that they should "fly to Cape Town" to return the ring to the branch where it had originally been purchased.

Product Quality Concerns

Jewelry is intended to be worn under normal day-to-day conditions. It is concerning that a ring costing what Pandora jewelry does would lose its center stone within such a short period of ownership.

In addition, the ring has lost its original round shape and has become noticeably oval. While some wear over time may be expected, this level of deformation within a few months appears excessive and raises questions regarding the quality and durability of the product.

Customer Service Concerns

What is particularly disappointing is the manner in which my daughter was treated. Her integrity was effectively questioned through allegations that she had altered the ring and was being untruthful about its history. Such accusations should never be made without evidence, especially when the employee concerned has already acknowledged that they do not possess the expertise to make such a determination.

Furthermore, the contradictory information provided between 7 October and 17 October, combined with the dismissive and sarcastic attitude displayed during the interaction, falls far short of the level of customer service one would expect from an international brand such as Pandora.

Having subsequently read numerous reviews relating specifically to the Walmer Park branch, it is concerning to see similar complaints regarding customer service being raised by other customers. This suggests that our experience may not be an isolated incident.

Resolution Requested Given that the ring lost its centre stone within less than six months of normal use, and considering the concerns regarding the product's apparent structural integrity, I request that Pandora provide one of the following remedies: 1. A replacement ring in the correct size (Size 52); or 2. A full refund of the purchase price. In addition, I request a formal response regarding the handling of this matter at the Walmer Park branch, including clarification of the policy that was allegedly changed between 7 October and 17 October 2026. I trust that Pandora will honour its commitment to product quality and customer satisfaction by resolving this matter fairly and promptly.

Looking forward to your response.