[Resolved]  Tanishq — Gold exchange policy not communicated before making the bill

Address:

Kolkata, West Bengal, 700019

Bill No:GHL/CM/559
Date of purchase: 15th April 2017
Store: Tanishq, Titan company limited, Mukti World Complex, Gariahat Road, LeelaRoy Sarani Kolakata
Subject: Sales executive’s mistake caused us loss of money - Requesting senior official’s intervention
Problems faced
• No transparency in billing procedure.
• Policies of Tanishq not communicated at all.
• Lack of integrity of words. What was committed was not the end result.
• Horrible customer service.
• Managerial staff paid no attention to the issue
• Detailed bill was not given even upon request
I had purchased gold bangles and ear rings from Tanishq, Mukti world, Kolkata on 15th April 2017. The sales executive that attended to us is Mr. Abhijit Dutta.
We exchanged three gold items of non-Tanishq gold. And Mr.Abhijith Dutta had checked the purity as well.
1. Necklace – 20.28kt
2. Chain - Hallmark
3. Bangles - 21.81kt
On enquiring about the exchange policy Mr.Abhijith Dutta confirmed that the hallmark gold will get the exchange rate as per the date of purchase gold rate. No other Tanishq policy was mentioned to us.
Irrespective of the chain purity 8% of the gold weight was reduced on the total gold amount. This was not communicated to us. After melting the purity of the melted gold of 21.8kt was considered for hallmark chain. This resulted in money loss for us.
Mr.Abhijit Dutta had not given the exact numbers of the transaction upon repeated requests. The gold amount that we had exchanged was more than the bangles that we chose. This was held until the karigar closed the section and left the office. After this he had suggested that we buy some ornament to close the bill. He had rushed to finished transaction even when it was not the rush hour.
Mr.Abhijit Dutta had not let us do the calculation before the bill and took the pen away to finish his work. After this he made the bill.
After we did the maths of the amount by ourselves the numbers did not match to the amount that was committed to us. So we went back to Tanishq store, Mukti world, Kolkata on 21st April 2017.
We had asked for detailed bill and asked about the transaction details. Then we were redirected to floor manager Ms. Piyali Dey. She had implemented all these false strategies.

False strategy 1:
They had started out saying Mr.Abhijit Dutta is an experienced person and he can’t do a transaction in the way it was done to us.
Reality: On confrontation Mr.Abhijith Dutta had agreed that he did not mention the Tanishq exchange policies to us. He had agreed that it caused financial loss but he can’t do anything about it.
False strategy 2:
Since we were a new Tanishq constumer we were not aware of it. Otherwise the old Tanishq constumers will know.
Reality: Even upon repeated requests the transaction numbers were not given to us.
False strategy 3:
Upon the next purchase of the gold to the same amount of the gold that we bought they offered to reduce 20% of the making charges. They would write it down to us and said only next transaction they would do it.
False Strategy 4:
When we asked to exchange the item with another item Mr.Abhijith Dutta said that 4 staff members are looking for the original bill which is needed for us to make the exchange and they could not find it.
False strategy 5:
There was rush in the store and hence the policies were not explained. This was not true either.
The Store manager, Mr.Avijit Chatterjee paid almost no attention to issue and did not make any attempt to sort the issue.
1. Our request for exchanging the Tanishq ornament with the gold that we exchanged with was also denied.
2. Our request of exchanging the Tanishq ornament with a gold coin was also denied.
Mr.Abhijit Dutta apologised and said that it was his mistake and we should consider it and let it go. And upon next purchase at the same store he would give us a better price.
No effort from the store manager was made to resolve the issue. He sent a packet of sweets through his staff when we were leaving the store which we refused to take.
This breaks our trust in the brand of Tanishq and the Moral values that Tata Groups maintain. There is no accountability from the sales person and managerial staff.
We are totally disappointed with the Tanishq experience and shall not make any more purchases personally and shall not refer any friends to the group.