Pure Gold Jewellers
Reviews and Complaints

The customer experience is average. However, the problem with this store is the discriminatory and ad-hoc pricing on their jewelry items when compared with pricing around the in other shops in the Emirates. When complaints about the overcharge, the customer care takes its own sweet time to respond and refuses to give a break-up of the pricing involved. Given their pathetic and 3rd grade rating, they have marked their shop as "permanently closed" for Google Reviews. This reflects the dishonest nature of their business with the intent to loot unsuspecting travelers transiting through Abu Dhabi, who rely on the reputation of the Emirates for respectable and honest business dealings. I request the authorities in the Emirates to take a closer look at the business dealings of this egregiously dishonest company and take suitable action.

On 28 Jul 2024, I visited Pure Gold shop in Abu Dhabi airport at terminal C. I really wanted to buy a gift and surprise my family. The sales person mentioned that they offer the best prices and purity. There is no way we get the same purity in India. I did buy 2 items with them, trusting them completely. They gave me tips to save 10% and I had to run to a different store to get 10% discount. I was one of the last passengers to board the flight, doing all this juggling. I came to India, only to realize that I can get the same purity in India, but also I was charged exorbitantly and I have been charged 1260USD more than what I would have bought the same thing in India for. I am really concerned that I was cheated and I over payed for it. I would like to return the items and get a refund or get a refund of the extra amount charged which is 1260USD.

They chage me $830US and when i realise after 10 minutes i went back but there manager says we can't take back. We don't have have any authority and which type of manager they have i email them and they just making me go round and round on email they want me to send gold back from Australia that is not possible I told them this thing again and again but they don't care.

Why didn’t your manager take gold back at store when I was there for 12+ hrs at Abu Dhabi airport I told him take the gold back he admit he miss lead us and sale gold for extra $$$ but he doesn’t have authority to take gold back.

On 8th April 2024, while transiting through Abu Dhabi airport we purchased some gold ornaments. During billing we were charged an exorbitant price by salesman 2161 which was not what was quoted to us. We were quoted AED 275.97 for 24 Carat gold and AED 252.97 for 22 Carat gold per gram. Trusting that we would have been charged correctly and also believing that dealings in Abu Dhabi would be honest I paid the full amount as billed by the sales man 2161. Moreover its around 3am in the morning and being tired from travel I could not double check the price billed

Recently I came across reviews on Pure Gold in Google where several customers have complained about overcharging and scamming customers (passengers) and I checked my invoice and was surprised that the below following prices were charged for the gold I purchased.

21 Carat gold - AED 439.94 to 449.32 per gram
24 Carat gold - AED 599.22

Even with making charges included the price I was billed is ridiculous and a rip off and a scam.

Contacted Pure Gold at [protected]@pugold.com but as expected there is no reply.

I am not sure whether the top management is aware of the happenings.

I am posting this on this board with the hope that they would notice this scam and do justice

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

I had purchased a diamond pendant. 53c in abudhabi airport duty free shop on 10th January 2025 for AED 5999. After returning to USA I noticed its lab grown diamond instead of natural diamond. I was not updated during my purchase that the diamond that I purchased was lab grown.
I would have got natural diamond for similar price in India. I trusted Abu Dhabi is a safe country to buy gold/ diamond but I was sold lab grown diamond without informing me for higher price where as I was looking only for natural diamond.
I am not able to reach pure gold jewellers customer care and they are not responding to emails. Highly disappointed with the purchase.
I would like to return this item and get a refund.

Abu Dhabi international airport terminal 3 Pure Gold Jeweler y store. December 18,2024 brought 2 hold bangles 22 carrot with plain gold no stones nothing. The price for gram told 290 AED and charged 200 dollars per gram. The weight is 31.70 got charged 21799 AED. They scammed me so bad . Cheated and took 3000 USD more. The sales person Janaki is the cheater. She is the most dishonest salesperson I ever met. I thought Abu Dhabi is a safe country and they are honest people but got disappointed with their cheating. Kindly airport officials should take care of these scum bags

I am writing to express my deep dissatisfaction with a recent purchase I made at your Abu Dhabi Airport branch. My experience was both disappointing and concerning, and I feel compelled to bring it to your attention.

During my visit, 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 travelers in a hurry. The lack of transparency in the billing process added to my frustration. There was no clear breakdown of making charges or the price per gram, leaving me feeling misled and overcharged.

As a business that operates in such a high-traffic, trusted environment, I expected a much higher standard of service. 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.

I paid 3662 for 6.25 gram gold which is actually cost 1844 @ 295 actual gold price on 20 oct 2024.

Hi Manager "Network Pure gold Jewellers",

I have purchased a gold chain and a bracelet, total weight (12.18 gm and 6.66 gm) 18.84 grams on 24th September, 2024.
This costed me a total of 11,308 AED. And after calculating per gram price for 22K is costing me 600.45 AED.

I went through the Abu Dhabi gold prices online and it shows the price as below:
22K gold: AED 295.25 per gram
This shows that I have been doubly charged for the gold I bought.

Apart from this the sales person also told me that if I use my credit card, I will get an extra 7% discount which also I didn't received.

I am also sending the bills and receipt, please return my money as soon as possible to the credit card I used.

Please find the attachment.

Regards,
Ashish

On SEP- 15th I have purchased 24.15 gms of gold bangles in abu dhabi airport terminal A during transit .Attached customer bill copy for same. Amount of 24 gm gold will be within between 7800 to 7900 but I have charged double the amount 14498 AED I had trusted and in hurry of transit and in happiness of buying gift for family I didn't cross verify amount he charged me this is ridiculous and can't be accepted that too happening in middle of the airport where they follow all rules

On SEP- 15th I have purchased 24.15 gms of gold bangles in abu dhabi airport terminal A during transit Attached customer bill copy for same.

Amount of 24 gm gold will be within between 7800 to 7900 but I have charged double the amount 14498 AED could you please check and update me on the in correct billing and revert back amount at earliest on the attached bank copy

I have sent mail to [protected]@puregold.com

On July 15, 2024, while I was at Abu Dhabi airport, I thought of buying a special gift for my kids and visited the Puregold shop. I asked the sales manager about a gold chain, and he assured me that they offered the best prices in the market. He showed me the chain and pendant and mentioned that it was the best deal of the day. I made the purchase, but when I got home and did the calculations, I realized that I had been overcharged by 200% compared to the market price on July 15, 2024. I couldn't help but feel like they may have taken advantage of me as an international traveler, possibly noticing my connecting flight time pressure and timezone difference.

I have raised this concern with Pure Gold [protected]@pugold.com, waiting for their solution in action.

On 16 June 2024 while I was at Abu Dhabi airport I decided to roam a little and came the Pure Gold shop. While looking for jewelry when I asked the salesman about the rate of 22carat gold he told it is Near to 6200 in INR. He conveyed to me this value in INR as I am an Indian. Thinking of it as a good deal I bought some selected jewelry. After buying when I sat down and did the calculations I found out that they have charges me near to 200% of the current rate of the day which he had told me. When I went back to them and asked them about the scam, they told me they only charged what was written. Then I asked why didn’t they tell me the exact pricing properly, they said nothing. Then I asked them to return the item and give me a a refund, they told me they can’t do that as bill is made already. Then I showed them that they have misspelled my name in the bill, to which they replied it is not an issue and only invoice number matters and asked me to raise a complaint.

I bought chain necklace and bracelet from Pure Gold in Abu Dhabi Airport. I realized they charged me double than the actual gold price when I was about to board to flight. They charge me extra AED 5575 (usd 1519) and when I called them they said that they can not do anything and dont have any authority, and they asked me to raise a complaint to their customer service. The customer service is also not responded. How come they sell gold higher than market price. I want them to refund it fully since it is kind of scam/fraud. Also, it is not mentioned the making charges, so basically you just increase the price by ourselves.

Hi, on my flight from India to Abu Dhabi, I purchased a diamond pendant from pure gold and because I wasn't able to connect to the Internet, I asked them what the conversion price was. The pendent was 1399 and I assumed they just charged me for the pendant ( around 520+euros) and the chain, but turns out they charged me an extra 699 euros on it. And I don't know why?. Even with the VAT, or taxes nothing accounts to 50% increase of bill in mu purchase. I feel cheated and really Disappointed as i believed the sales people to be trustworthy enough. I need my money back.

I hope this email finds you well. I recently made a purchase of two gold chains at the Pure Gold store located in Abu Dhabi Airport. Unfortunately, I am writing to express my dissatisfaction and disappointment with the entire purchasing experience.

Upon closer inspection, I discovered discrepancies in the information provided to me

-> The salesperson claimed there would be no international transaction fees on my credit card, but when I reviewed the exchange rate, I found that additional charges close to 200 CAD were applied.

-> I was not informed about making charges, which, upon further investigation, turned out to be a substantial 50% of the overall cost. These making charges were not included in the bill, significantly inflating the final price.

-> After comparing the overall gold rate, I found that it is approximately three times higher than the market value in comparison to India.

I urgently request a return and a full refund for both products. I have emailed customer care but still got no response. Your immediate attention to this issue is appreciated.

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.

I bought a diamond ring on 11th of October 2023 and a day right after my purchase I changed my mind and wanted to get another item with lower amount so they said no you can’t if you wanted to change then it has to be with the same amount of money.

I was told by the sales team in Ajman City Center Store that if it is not used then I can refund 100% and based on this I told them I want to refund, the company deducted 30% of the amount although I didn’t use the ring and it was brand new with the same packaging.

On 9th Oct'23 I purchased a wristlet in Abu Dhabi International airport from Pure Gold Company. The salesman told me that its weight is 12.5 gm and the price told by him seemed ok to me and I paid 3299 Dirham by my debit cards from India. I was a wheelchair passenger and I purchased at around 7-15 pm whereas my flight was at 9 pm. So I did not check weight in a hurry. Moreover I have faith on all gold shops in UAE. 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 of wristlet is only 6 gm instead of 2.5 gm. I went to a famous jewellery shop in Kolkata and I found weight is only 6 gm. I wrote to your customer care to give break up of price of gold, making charge and VAT if any in 3299 Dirham, but they are repeatedly saying that it is unique piece, its value is 3299 Dirham. The salesman told me that MC is 25% of gold price. So he charged me on 12.5 gm gold instead of 6 gm gold. I want the extra money back immediately. Otherwise I'll complain to appropriate authority in UAE.

This is regarding the Pure Gold Jewelers in Abu Dhabi airport Terminal 1. Where I was travelling to Canada via Abu dhabi and purchased a necklace which is of less weight but overcharged finally. I visited the store on 8th October 2023 around 7.36AM and selected and item and meanwhile the announcement has been given for my flight and the sales lady saw my rush moment and said she will email my receipt.

Then i paid the amount said and came home later i saw i was charged 5989 AED for 10gms 21K gold.Later i mailed them for invoice and they have sent me a fraud invoice where there is no weight, karat, signatures etc. Please go through the issue and do the needful for me.

On October 6 2023,i bought earrings on Abu Dhabhi Airport. The shopkeeper sold us the product stating 9.5 + grams (by seeing the label). But in reality today after checking, it is just 4.7 grams (but we paid 679 euros) and we were purely fooled. Additionally he stated that, he will be send invoice in E-mail. But even still awaiting for the invoice from the team in email.

I would like to know,how to return this product. I am seriously dissatisfied with the product and looking for your support or refund as soon as possible.

I am skeptical about the quality of product now...

Did anyone found a solution with this retailer...?

On 28/8/2022 I bought jewellery at terminal 3 Abu Dhabi international airport, which is known by the name of "Pure gold Jewellers". I was lied to about the purity and the weight of the gold. I was also insisted on paying using my bank card since I wanted to pay by cash. The sales person did not provide me with the invoice at the same time, instead told me it would be emailed.

I received the invoice after a couple of days and there was no mention of the weight of the product and it also showed as 22 CT instead of 24. I took the jewellery to get it checked by a local goldsmith and it was valued at £900.00 with a combined weight of 27.3 grams. I was charged £2815.98 by the outlet.

I wrote to their customer care department asking if there was an error in billing since I was charged more than three times the price of gold on that day in Abu Dhabi. I was ignored and sent an email again as a reminder.

Pure gold jewellers denied there was any error. Since then, I have been communicating with them through email and they agreed to give me a 10% refund as a good will gesture without acceptance of fault only when I mentioned reporting them to the police. I waited for a year in order to return it personally but it has not been possible for me and I wouldn't want to send the jewellery via courier as I am not able to trust the firm if I will be issued with a refund.

I asked them to refund me only the overcharged amount since I was unable to take it personally as I am not a frequent flyer and they agreed to refund 15 % without acceptance of fault. I extended them a final opportunity before I start legal proceedings against the firm but they have ignored the opportunity to settle the dispute amicably.

I have checked their reviews on Google and other places and the "modus operandi" is similar to several other vulnerable customers /travellers to whom they have been selling goods fraudulently. Travellers who are in a rush to catch the connecting flight are the victims.

I have been charged a lot for buying 40 grams of gold - which is the advised amount to buy duty-free from Pure Gold Jewellery.

They didn't still email me the invoice and there are a lot of Google reviews and complaints against them. I was not aware since I wanted to get my connecting flight.

I have raised a dispute about the transaction. I have been a sincere and loyal customer and I have been scammed seriously for over 22800 AED. Please help me out.

They refused to give me a receipt and invoice.