That's a rubbish response from Pandora, just telling you to take it up with the store. Don't they care if a store is presenting the brand in a bad light?
As a rule I am really mixed on Pandora's customer service. I think the whole franchise set-up is a cop-out as it means that it's really hard to get either the store or Pandora itself to take responsibility for any mistakes: they put it on each other.It's annoying that when a piece of jewellery breaks you can't just get a replacement - the store personnel aren't trained to assess it, so you have to wait 4 weeks for it to be sent off to HQ. Ridiculous.
However, when I've had issues with my jewellery, in most cases Pandora have actually been quite good. I was once sold the wrong size bracelet and when I complained to the store, they just gave me a free bracelet in the correct size, without asking for the old one back. I also just had a bracelet break outside of warranty and I e-mailed and complained and they said to send it to their HQ and they'd replace it for free.