PANDORA UK

To whom it may concern,

I would like to raise a complaint about the service I received at one of your branch stores. Westfield Stratford centre East London, England during the Christmas period.

I know is a busy period, but I feel I need to raise a complaint as the service I received would not have me return.

My best friend and I have previously bought eachother a matching ring for our 21st birthdays.

7 years later we decided to add to our collection. Also buying other family members their gift.

Spending over £250 in store I was surprised by the service I received at the till.

I must add the service was very effective, attentive when we was deciding on our purchases.

But at check out I wanted to pay separately for my best friends ring.

When paying I didn't receive a separate receipt as requested or my ring.

So my best friend paid for my gift and other purchases and we was given one receipt and one bag with what I assumed all our purchases. We requested individual gift bags as they was presents.

When leaving as I bought a gift for my friend I said she couldn't have it until Christmas and went to take hers out of the bag. To my suprise her ring which I asked to pay separately for was not in the bag.

I ran back and went back to the security explained I didn't have all my purchases and went straight back to the till to Roberta.

She acted all fused saying no I must have then found the ring.

Gladly I left.

On Christmas day I was sad to find out I was given a 58 sized ring instead of the 52.

I have been to three stores to find that my size was not in stock.

Hamdi at Canary wharf was amazing assuring me I made the right choice in ring and to try another store.

And if I past by to let her know how I get on.

Going to Ilford and being told on my receipt the size was different to the ring I have received and I need that to be amended.

I went back to Westfield where I originally made my purchase.

Didn't seam to recognise anyone serving spoke to an amazing lady Gabriella who actually knew who I was speaking about as Roberta is pregnant asked her over.

Roberta recognised me but when I explained my issue checked her name wasn't on the receipt and denied responsibility for her mishap.

I thought not putting my friends ring and printing two separate receipts was just a mistake or hormones as she was pregnant but I don't like to accuse someone but this doesn't rest well with me how I have been treated. Gabriella reassured me that she would speak to her as she could understand my upset.

Unfortunately I have still been unable to fix my issue at get the correct size ring.

Gabriella did have a 56 but I feel a 54 elevated heart ring is the best fit for me.

I am deeply saddened not just by the service but the fact I may not be able to get a true fit.

I am happy to the lengths your team went to to try help me

But overall I feel like I should raise this concern.

I do not know if you will be able to help me get the correct size and to be frank I don't expect anyone to take this complaint seriously.

I wouldn't recommend or buy anything in store again due to this experience unfortunately.

I do not know how this can be resolved.

As I can not reserve or mange to get through to individual stores via the phone to try get the correct size I guess it is a major loss not only for my gift but the time and effort I went to to try for it I won't get back and unfortunately I may never resolve and is at a loss either way.

I hope you can understand my frustration.

And potentially look into this as I am sure this isn't the first time this may have happened at the Stratford London Westfield branch.

Regards,

Lukki

I had been struggling to find a particular bracelet and size in stock online or in a local store. I found that I could travel 2 hours to get the bracelet through click and collect as it showed in stock.

I ordered the bracelet and went to collect a few days later. The incorrect bracelet had been packed for my order and the store had never actually had the bracelet I ordered in stock at all.

The description being similar they packed this other bracelet but as soon as my refund was confirmed in store, the site shows the bracelet I ordered as being in stock for click and collect again the staff were extremely friendly and helpful and this is clearly a system error but I would warn before collecting an order that you call to confirm they have it right, especially if you are travelling. Complete and utter waste of time.