Is Pandora the worst CS ever, and what can I do?

BIGEYE

Iit seems Pandoray does not know how to communicate at all. Today, I have Customer Service a number of times and cannot get through to a CS advisor. This, it seems this is nigh on impossible. Neither does Pandora return calls when a message is left. Emails are something way ahead of its time as far as Pandora is concerned, as they don't reply to these either. I sent an email of complaint to the CS department on 06 January, and still I have not received a reply.

Now let me get down to the nitty gritty of my complaint. Pandora staff in the Edinburgh Gyle store don't know their own T&C's when it comes to eGift cards. Prior to Christmas, I spent £300 on eGift cards via the Pandora website as gifts. My wife and my son's girlfriend took time off work and made the long journey to the Pandora store at The Gyle, Edinburgh. They took with them the printed eGift cards, only to be told that these could only be used online. Paragraph 6.2 of their T&C's state "To use an eGift Card in a physical Pandora store, print a copy of the eGift Card and present it when making your store purchase". Now, that is very clear to me, so why not to your store staff.

I am absolutely peeved off that my wife has wasted her time and took a day off work. Not to mention the time, cost and hassle travelling to that store. What’s more, I have wasted time and money trying to get through to what seems to be a non-existent Customer Service.

So how can I get through to these people to resolve this issue. Anybody know an email address of someone high up, or a phone number that I can actually speak to someone?

LilElvis

BIGEYE wrote: »

Iit seems Pandoray does not know how to communicate at all. Today, I have Customer Service a number of times and cannot get through to a CS advisor. This, it seems this is nigh on impossible. Neither does Pandora return calls when a message is left. Emails are something way ahead of its time as far as Pandora is concerned, as they don't reply to these either. I sent an email of complaint to the CS department on 06 January, and still I have not received a reply.

Now let me get down to the nitty gritty of my complaint. Pandora staff in the Edinburgh Gyle store don't know their own T&C's when it comes to eGift cards. Prior to Christmas, I spent £300 on eGift cards via the Pandora website as gifts. My wife and my son's girlfriend took time off work and made the long journey to the Pandora store at The Gyle, Edinburgh. They took with them the printed eGift cards, only to be told that these could only be used online. Paragraph 6.2 of their T&C's state "To use an eGift Card in a physical Pandora store, print a copy of the eGift Card and present it when making your store purchase". Now, that is very clear to me, so why not to your store staff.

I am absolutely peeved off that my wife has wasted her time and took a day off work. Not to mention the time, cost and hassle travelling to that store. What’s more, I have wasted time and money trying to get through to what seems to be a non-existent Customer Service.

So how can I get through to these people to resolve this issue. Anybody know an email address of someone high up, or a phone number that I can actually speak to someone?

Their site does say egift cards can be used at "participating stores". Pandora stores can be run as franchises and therefore possibly why they do not all accept the cards.

Their sale ends tonight if your wife is still looking to spend her voucher.

BIGEYE

This is a pandora store and not a franchise. Their T&C's are clear as day, egifts can be used in store. I think I'll go to their store armed with t7C's and kick up.

Country_Cousin

Could you do this -


6.11 A balance on an eGift Card can be transferred to a physical Gift Card and a balance on a physical Gift Card can be transferred to an eGift Card in any PANDORA-branded UK store.


Then spend the physical gift card?

BIGEYE

can't see why not. Thanks.

Tiddlywinks

BIGEYE wrote: »

Iit seems Pandoray does not know how to communicate at all. Today, I have Customer Service a number of times and cannot get through to a CS advisor. This, it seems this is nigh on impossible. Neither does Pandora return calls when a message is left. Emails are something way ahead of its time as far as Pandora is concerned, as they don't reply to these either. I sent an email of complaint to the CS department on 06 January, and still I have not received a reply.

Now let me get down to the nitty gritty of my complaint. Pandora staff in the Edinburgh Gyle store don't know their own T&C's when it comes to eGift cards. Prior to Christmas, I spent £300 on eGift cards via the Pandora website as gifts. My wife and my son's girlfriend took time off work and made the long journey to the Pandora store at The Gyle, Edinburgh. They took with them the printed eGift cards, only to be told that these could only be used online. Paragraph 6.2 of their T&C's state "To use an eGift Card in a physical Pandora store, print a copy of the eGift Card and present it when making your store purchase". Now, that is very clear to me, so why not to your store staff.

I am absolutely peeved off that my wife has wasted her time and took a day off work. Not to mention the time, cost and hassle travelling to that store. What’s more, I have wasted time and money trying to get through to what seems to be a non-existent Customer Service.

So how can I get through to these people to resolve this issue. Anybody know an email address of someone high up, or a phone number that I can actually speak to someone?

This is from their website:

11.1 If you would like to speak to us about a Gift Card you have purchased or received, please contact the Customer Care Team by calling the Freephone number 0808 2345 431 (Mon-Fri 08:00 – 18:00) or emailing estore-uk@pandora.net.

Also, why not call the store and ask to speak with the manager? Then, if still unhappy, they could give you a head office contact number.

Or - you could post a complaint on their Facebook page.

BIGEYE

They do not answer phones, return calls or reply to emails. I have sent a letter to their head office.