Pandora Customer Service and Order System Caused Me Financial Loss

I am writing regarding a problem I experienced with an online order placed through the Pandora website.

On July 25, 2026, I attempted to purchase a bracelet and charms from the Pandora online store. I added the discounted items to my shopping cart, entered my card details, and completed the payment process. The website displayed a message stating that "your order has been confirmed," and the order also appeared in my account with the status "Order Created."

However, I later learned that my bank had not completed the payment because the 3D Secure verification was not approved. Since the Pandora website continued to show my order as successfully created for several days, I had no reason to believe that the payment had failed. I did not receive any clear error message or warning informing me that my order had been canceled because of the unsuccessful payment. I even received a Pandora Club reminder related to my shopping cart, which further reinforced my belief that everything was progressing normally.

When I eventually realized there was a problem, I contacted Pandora Customer Service. I was able to reach a representative only once, and I was informed that my order had been canceled because the payment had not been approved.

After that, I tried calling customer service four or five more times, but each time I waited approximately 10 to 15 minutes without ever reaching a representative.

During this delay, the promotional campaign ended. As a result, I had no choice but to purchase the same bracelet and charms again at the regular price, paying approximately ₺1,500 more than I would have paid during the promotion. In addition, I had to give my gift later than planned because of this issue.

I believe I suffered financial loss because Pandora's system continued to display my first order as "Order Created" for several days without providing any warning that the payment had failed. The lack of clear communication, together with the difficulty in reaching customer service, prevented me from taking timely action while the promotion was still valid.

I respectfully request that Pandora reimburse the approximately ₺1,500 difference between the original promotional price and the amount I ultimately had to pay. If a direct refund is not possible, I kindly request a gift card, voucher, or store credit of equivalent value as a fair resolution to this matter.

I also encourage Pandora to improve its order status notifications and customer support accessibility so that other customers do not experience similar confusion and financial loss in the future.

Thank you for your attention to this matter. I look forward to your response and a fair resolution.