Scammed out of £150 by Pandora

accountingqueen123

My mum recently ordered a gold Pandora charm bracelet and three charms for my sister's birthday. When the order arrived, only the charms were in the box and the bracelet was missing. The packaging didn't appear to be damaged so I can only assume Pandora is at fault here. When we contacted customer service, we were told that, as it had been more than 48 hours since delivery, there was nothing they could do and this was simply their policy. However, after reviewing Pandora's T&Cs, I couldn't find any mention of this policy and noticed this clause:

10.1 Supplier acknowledges and agrees that Customer is relying on Supplier’s quality assurance systems and that, therefore, Customer is not obliged to inspect or take samples of the Products on or after delivery, except that Customer shall carry out a routine check of the outermost packaging of the Products delivered to it for readily apparent defects or shortages.

Surely this means that the customer should not be liable in this scenario?! When we spoke to customer service, they gave us the email address for the complaints team so we reached out and received a blank email in response. This is entirely unacceptable for a huge company like Pandora. Is there anything I can do?

jaybeetoo

How did you pay for the item?

Brie

isn't there 14 days from delivery (or ordering?) to return an online order for a full refund?  Distance selling regulations I think??

jon81uk

Brie said:

isn't there 14 days from delivery (or ordering?) to return an online order for a full refund?  Distance selling regulations I think??

Well you can't return an item not received unfortuantly.

the_lunatic_is_in_my_head

There isn’t any time period to make such a claim.

You have to push back and try to complain higher up, or pop in to a store, staff there might be more helpful.

Beyond this it’s letter before action and small claims (they are unlikely to go to court for £150).

caprikid1

Unfortunately you were scammed at the point you placed the order with Pandora !.

m0bov

Lba and then mcol. How did you pay?

Ergates

accountingqueen123 said:

When we contacted customer service, we were told that, as it had been more than 48 hours since delivery, there was nothing they could do and this was simply their policy.

This is nonsense.   In fact, it's such absurdly egregious nonsense that I suspect that the person you spoke to either doesn't understand the processes, or has misunderstood what you were saying to them.

Very obviously, a company cannot simply put in place a policy that says "If an incomplete order is not reported within 48 hours then we don't have to do anything about it".

accountingqueen123 said:

Surely this means that the customer should not be liable in this scenario?! 

It does.  But, it's also irrelevant - the customer is not liable in this scenario *regardless* of what their T&Cs state, because their T&Cs cannot supersede your rights.

accountingqueen123 said:

they gave us the email address for the complaints team so we reached out and received a blank email in response. This is entirely unacceptable for a huge company like Pandora. Is there anything I can do?

Escalate.  You could try contacting customer service any/or their complaints department again - you might get someone more helpful.  As suggested - you could pop into a physical store (if that's convenient).  

You could contact the CEO :  https://www.!!!!!!/s.php?id=ceo-12000 has the details

Pollycat

caprikid1 said:

Unfortunately you were scammed at the point you placed the order with Pandora !.

I think that's a bit harsh and un-called for.

It's a brand that a lot of people buy and although it's not really my cup of tea (I prefer older hallmarked silver jewellery) it's up to the individual whether they buy Pandora or not.

I personally wouldn't buy from a high street jewellery chain but a lot of people do.
It's called personal choice.

I hope the OP manages to get this resolved and comes back to update us.