My husband and I went to the Pandora store together and he bought a charm. About 20 minutes later when we got back to the car park, I noticed the charm doesn’t seem to be new as it has several scratches on it. So I decided to go back and have it changed or returned. My husband was waiting for me in the car so I was in a bit of a hurry. So I asked the same sales girl for help. She is busy serving other customers and obviously didn’t have the time to explain to me patiently what I should do. So I asked if I need to queue even to just quickly return the item. She then kept going on about it won’t be fair for others if I jump the queue because I’m no more special than others!! I literally just asked a simple question but what I got was a lecture on how to behave... I was a bit shocked, asked to speak to her manager, who was equally self-defensive and emphasized on how unfair it’d be for others in the queue. I had to tell her that’s not my point or intention to jump the queue — I just wanted to make sure I know how it works... Anyway I controlled my temper, said thank you for explaining and then joined the queue. When it comes to my turn, they said the money can only return to my husband’s bank card. I said that’s fine I have the card with me and we share the same account. They won’t take it, saying my husband had to be there with me and provide a signature. So I had to call my husband and ask him to park the car and come to the store. When I put off my phone, the staff said if you can provide another card with the same surname then it’d be fine. So I did what I was told, and had to call my husband again... The whole experience was just ridiculous. I didn’t hear any “sorry” from any of the staff for selling me a scratched charm. All I got was being LECTURED (rather than explained) how the queue works. Im not sure if they intentionally made the bank card aspect difficult for me. The staff said they have to follow “anti-money-laundry” procedure.. I can’t see why they couldn’t let me know the bank card was fine before I had to call my husband twice. I hate to admit that I didn’t feel respected or valued during this after-sales service. The staff seemed rude and offensive. It just upsets me that they seemed all so nice and helpful when they want to sell you the products, but once you paid, if you encounter any problem with the products, they won’t be as nice to help you sort it out. I talked to other customers in the queue on that day, and also read other reviews online. It made me feel a little better that I’m not the only one who had bad experience in a Pandora store. I do not think I’ll ever go in the Pandora shop in Bluewater again. I still like the brand and the nice charms, but I am truly disappointed at how the staff was trained to treat their customers. :(
