I am filing this complaint regarding an unresolved case with PureGold concerning a damaged product that was returned on 23 November.
The product was returned to the company after it was found to be damaged, and a case/ticket was raised for resolution. Since the return date, nearly two and a half months have passed, and the matter remains unresolved. Despite multiple follow-ups through email and customer care, I have not received a clear update, final resolution, or a definite timeline for closure of the case.
Although partial payments have been processed, the matter is still incomplete and the remaining amount of AED 5,900 has neither been refunded nor properly addressed. The lack of communication and delay in resolving the issue has caused unnecessary inconvenience.
The company has failed to:
• Resolve the complaint within a reasonable timeframe
• Provide a clear status update on the case
• Confirm when the pending amount will be settled
I am therefore requesting the authority’s assistance in resolving this matter and ensuring that the pending amount of AED 5,900 is processed and the case is closed without further delay.
I am prepared to provide supporting documents including purchase receipts, return confirmation dated 23 November, refund details, bank statements showing partial payments, and copies of all email correspondence.
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