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Pure Gold Jewellers review: I purchased a 22 carat gold bracelet, its weight is 4.89 gm only (less than half weight as per what I have paid) and you charged me 2689 AED

Diksha Thakre of CH

Nov 21, 2023 5:07 am EST

Verified customer

Resolved

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On 12th November 2023 I purchased a gold bracelet in Abu Dhabi International airport from Pure Gold (ABU DHABI DUTY FREE KIOSK T3). The salesman told me that its weight is 11.5 gm and the price told by him seemed ok to me and I paid 2689 AED by my credit card from India. At that time I was not given invoice, the salesman asked my email id and told me that it will be sent by email. Next day as I received invoice I noticed that weight and making charges are not mentioned in the receipt. I went to a famous jewelry shop in Nagpur(India) and I found weight is only 4.89 gm. I wrote to your customer care to give the complete break down of price of gold, weight and making charges in 2689 AED, but they are saying that it is unique piece. This is really disappointing that such a reputed gold shop like Pure Gold at Abu Dhabi International Airport can do such fraudulent scams with their valuable customers. I want the refund of extra money immediately. Incase of no appropriate action I shall reach out to the appropriate authority in the UAE and India.

Claimed loss: 1600 AED

Desired outcome: Kindly return extra money which is around 1600 AED that you have charged on this gold purchase. Provide complete breakdown of weight, making charges for 2689 AED. Stop doing such scams with you valuable customers.

Pure Gold Jewellers - I purchased a 22 carat gold bracelet, its weight is 4.89 gm only (less than half weight as per what I have paid) and you charged me 2689 AED - Photo 1

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Pure Gold Jewellers response

Nov 23, 2023 12:50 am EST

Pure Gold Jewellers customer support contacts

Phone numbers

+971 527 956 414

+971 527 952 730

Address

39th Floor, HDS Business Centre, Cluster M, Jumeirah Lake Towers, Dubai, AE

Website

pugold.com

File a complaint Write a review

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Dear Sir/ Ma'am,

Greetings from Pure Gold Jewellers!

We apologize for the inconvenience caused to you.

Please send us an email at customercare@pugold.com and we will try to resolve this matter at the earliest.

As a goodwill gesture I kindly request you to refund the extra amount you have charged me on this item.

This complaint is not resolved yet, I didn't receive any refund from Pure Gold.

Pure Gold Jewellers response

Dec 08, 2023 5:57 am EST

Pure Gold Jewellers customer support contacts

Phone numbers

+971 527 956 414

+971 527 952 730

Address

39th Floor, HDS Business Centre, Cluster M, Jumeirah Lake Towers, Dubai, AE

Website

pugold.com

File a complaint Write a review

View all Pure Gold Jewellers contacts

Dear Ms. Diksha,

Greetings, and hope you're doing well!

Further to our ongoing conversation over email, we once again reiterate that we are able to offer you either a 100% refund in return for the item that you purchased, or a 15% refund that would allow you to retain the item with you.

We appreciate your understanding on this and are happy to support you to reach a satisfactory conclusion to your issue with us. Please feel free to reach out to us to take this further!

Regards,

Customer Care,

Pure Gold Jewellers

Hi,

I appreciate your prompt response and the effort made by your team to address my concerns. However, after careful consideration of the proposed 15% refund on the total invoice, I find it to be insufficient given the circumstances.

As previously discussed, the item in question was charged double the amount compared to what its actual cost. While I understand the challenges faced, I believe a 25% refund on the total invoice is a more justifiable resolution to compensate for the inconvenience caused.

I kindly request that the senior management reevaluates the offer and considers this adjusted percentage as a fair and reasonable resolution. I value your commitment to customer satisfaction and hope we can reach a mutually agreeable solution.

Thank you for your attention to this matter. I look forward to your prompt response.

Best regards,

Diksha Thakre

Pure Gold Jewellers response

Mar 15, 2024 3:58 am EDT

Pure Gold Jewellers customer support contacts

Phone numbers

+971 527 956 414

+971 527 952 730

Address

39th Floor, HDS Business Centre, Cluster M, Jumeirah Lake Towers, Dubai, AE

Website

pugold.com

File a complaint Write a review

View all Pure Gold Jewellers contacts

Hi Diksha,

Greetings.

We have initiated the refund from our end, as confirmed by our accounts department. The funds should be credited to the card you used for the original purchase. Please contact your bank directly if you have further questions regarding the timing of the refund.

Regards,

Customer Care,

Pure Gold Jewellers

Hi,

I have received the refund. Thank you so much for your attention to this matter and your assistance in processing it. We can close this complaint.

Pure Gold Jewellers response

Apr 15, 2024 1:44 am EDT

Pure Gold Jewellers customer support contacts

Phone numbers

+971 527 956 414

+971 527 952 730

Address

39th Floor, HDS Business Centre, Cluster M, Jumeirah Lake Towers, Dubai, AE

Website

pugold.com

File a complaint Write a review

View all Pure Gold Jewellers contacts

Dear Diksha,

This issue has been resolved, so kindly remove it.

Regards,

Customer Care,

Pure Gold Jewellers

Resolved

This complaint has been resolved automatically due to user's inactivity.

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More phone numbers

Pure Gold Jewellers emails

customercare@pugold.com

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support

pugold@pugold.com

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Pure Gold Jewellers address

39th Floor, HDS Business Centre, Cluster M, Jumeirah Lake Towers, Dubai, United Arab Emirates

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