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Dear Sir / Madam,
I am really disappointed and have a deep regret with a purchase I made today at your Pure Gold, Abu Dhabi Duty free, Terminal A. My experience was dissatisfied and really concerning and hence I feel compelled to bring it to your attention.
I paid 23,699 AED for 22K 33.1 gram gold jewellery which actually costs 11,188 AED @ 338 actual gold price on 20th March 2025 at Abu Dhabi duty free Airport for 22K. Is it not an absolute rip off! I feel very much cheated by the Pure gold jewellers who are taking advantage of a traveller’s short transit time.
During my transit at Abu Dhabi while travelling from London, I wanted to buy a gift for my niece who is getting married and it is a really big purchase. I noticed a significant discrepancy in the pricing of gold. I was charged almost double the actual price, which is not only unacceptable but seems to take advantage of travellers in a hurry. There was no clear breakdown of making charges or the price per gram, leaving me feeling misled and overcharged. I have travelled through Dubai in the past and have bought similar gold jewellery but never felt ripped off like this one. I was never charged making charges same as gold price like this one.
As a international transit hub which is duty free that operates in such a high-traffic, trusted environment, I expected a much higher standard of service for any business especially Gold jewellers. Unfortunately, my experience felt more like a scam than a reputable transaction. I believe this kind of practice is not only unethical but also detrimental to your brand’s reputation.
I request an immediate investigation into this matter and a detailed explanation of the charges levied on my purchase. Furthermore, I urge you to address these practices to prevent other customers from experiencing the same issues.
I look forward to your prompt response and a satisfactory resolution.
Claimed loss: 12,511 AED
Desired outcome: Please resolve my issue and refund me the claimed money or I’m travelling back to Abu Dhabi on 1st week of April 2025.Please take the product back and give all my hard-earned money back. If I don’t get my money refunded back and I will explore all options including social media to bring it to attention of all travellers to Abudhabi airport.
Invoice date: 21/03/2025
Invoice number :[protected]
Customer ID: PUG-CUST-[protected]
Thanks
Kind regards,
R
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My complaint is not resolved yet.
Sub: Refund: [protected] / ADDF
Dear Sir / Madam,
I have returned the jewel to your shop Pure gold at Abu Dhabi airport in person from where I've purchased it. Please see below the email chain with complaint and refund request sent to Pure gold customer service on the same day of purchase 21st March 2025 and further emails on 24th March 2025. You should refund the money 100% ASAP without any deduction or whatsoever.
Until today , I have not received any response from your customer service to my refund request despite I have sent you emails from 21st March the same day of purchase,24th March and 7th April 2025. After my phone call to your customer service on 7th April 2025, I have received only an acknowledgement email.
You haven’t refunded my money and not responded to my complaints despite I had handed over the jewel to your shop Pure gold at Abu Dhabi airport in person on 07th April 2025 from where I've purchased it.
Please see below the email chain with complaint and refund request sent to Pure gold customer service on the same day of purchase, complaints sent to you through email on the following dates:
1) 21st March 2025 – same day of purchase and further emails on
2) 24th March 2025,
3) 25th March
4) 27th March,
5) 07th Apr 2025
6) 08th April 2025
07) 12th April 2025
You should refund the money 100% ASAP without any deduction or whatsoever.
If you try to cheat the customers coming to Abu Dhabi airport, it will severely damage the reputation of not only gold & jewellery shops in Abu Dhabi airport but it will drastically affect the sales of all other shops in Abu Dhabi airport and people from Western countries won't come to Abu Dhabi airport and inside the city for shopping, etc., which definitely Abu Dhabi Airport Authority and the Ministry of Economy in the UAE won't like it and therefore they won't allow you to damage the Abudhabi's reputation on travel, airport experience and shopping.
If you don't refund 100% (I've requested refund on the same day) immediately I’ll raise complaints with the Consumer complaints, airport's Guest Experience Team / Customer Care Team, consumer complaints, definitely Abu Dhabi Airport Authority and the Ministry of Economy in the UAE.
Best Regards,
Ram
Dear Sir / Madam,
You haven't refunded my money even after nearly 46 days, I had returned the jewel to your shop Pure gold at Abu Dhabi airport in person on 07th April 2025 from where I've purchased it. There is no response to my emails till date.
Please see below the email chain with complaint and refund request sent to Pure gold customer service on the same day of purchase, complaints sent to you through email on the following dates:
1) 21st March 2025 – same day of purchase and further emails on
2) 24th March 2025,
3) 25th March
4) 27th March,
5) 07th Apr 2025
6) 08th April 2025
07) 12th April 2025
08) 27th April 2025
09) 4th May 2025
After trying to reach the customer service phone on numerous occasions, I managed to speak Ms.Sudhikshaa on two occasions on 7th April and 5th May 2025 who tells me the same lie that refund is under progress even though I was told it will take only 5 to 7 days for refund when I returned the jewel.
You should refund the money 100% ASAP without any deduction or whatsoever.
If you try to cheat the customers coming to Abu Dhabi airport, it will severely damage the reputation of not only gold & jewellery shops in Abu Dhabi airport but it will drastically affect the sales of all other shops in Abu Dhabi airport and people from Western countries won't come to Abu Dhabi airport and inside the city for shopping, etc., which definitely Abu Dhabi Airport Authority and the Ministry of Economy in the UAE won't like it and therefore they won't allow you to damage the Abudhabi's reputation on travel, airport experience and shopping.
If you don't refund 100% (I've requested refund on the same day) immediately I’ll pursue complaints with the Consumer complaints, airport's Guest Experience Team / Customer Care Team, consumer complaints, definitely Abu Dhabi Airport Authority and the Ministry of Economy in the UAE.
You should make 100% refund to my HSBC UK card using which I have paid for the jewel.
Best Regards,
Ram
Dear Sir / Madam,
You haven't refunded my money even after nearly 50 days, I had returned the jewel to your shop Pure gold at Abu Dhabi airport in person on 07th April 2025 from where I've purchased it. There is no response to my emails till date.
Please see below the email chain with complaint and refund request sent to Pure gold customer service on the same day of purchase, complaints sent to you through email on the following dates:
1) 21st March 2025 – same day of purchase and further emails on
2) 24th March 2025,
3) 25th March
4) 27th March,
5) 07th Apr 2025
6) 08th April 2025
07) 12th April 2025
08) 27th April 2025
09) 4th May 2025
After trying to reach the customer service phone on numerous occasions, I managed to speak Ms.Sudhikshaa on two occasions on 7th April and 5th May 2025 who tells me the same lie that refund is under progress even though I was told it will take only 5 to 7 days for refund when I returned the jewel.
You should refund the money 100% ASAP without any deduction or whatsoever.
If you try to cheat the customers coming to Abu Dhabi airport, it will severely damage the reputation of not only gold & jewellery shops in Abu Dhabi airport but it will drastically affect the sales of all other shops in Abu Dhabi airport and people from Western countries won't come to Abu Dhabi airport and inside the city for shopping, etc., which definitely Abu Dhabi Airport Authority and the Ministry of Economy in the UAE won't like it and therefore they won't allow you to damage the Abudhabi's reputation on travel, airport experience and shopping.
If you don't refund 100% (I've requested refund on the same day) immediately I’ll pursue complaints with the Consumer complaints, airport's Guest Experience Team / Customer Care Team, consumer complaints, definitely Abu Dhabi Airport Authority and the Ministry of Economy in the UAE.
You should make 100% refund to my HSBC UK card using which I have paid for the jewel.
Best Regards,
Ram
