[Resolved] Tanishq Gold Jewellery — Unhelpful authorities / Disrespectful Treatment / Inability to sort out small issue
SCF 97, Rajguru Market,
Date of Purchase : 11/09/2010
Item Purchased : Diamond Earrings (18K / 3.450 gm) & Gold Bracelet For Men (22K / 61.060 gm)
Item Code : 501163STKABA06 (Price paid Rs.34,558.37) & 511160BEGGAA00 (Price paid Rs. 1,34,623.56)
THE EXPERIENCE : -
I went to the store with my parents to purchase a necklace & earring set with the belief that it will be better than buying hallmark jewellery from our usual local jewellers as Tanishq brand comes with better quality, Unique product and better customer care assurance. I did not know then how soon this misconception of mine was to be cleared and the learning I took from this experience would serve me for life.
Dissatisfied with the variety I told my father that I would like to check out our usual jewellers too. My mum bought a pair of diamond earrings and dad bought a bracelet for himself now that we were in the store. At the time of the payment because my father is well known in the area and with a reputation of always keeping his debts cleared; the store manager was more than happy to give the things to him on credit basis. He asked for the mode of payment in reply to which my father checked with him if cheque would be acceptable and he said yes.
The next day I received my brand new platinum plus credit card. I called the store to check if credit cards are accepted and if we can settle our debt with my credit card instead and the employees said yes. My father went to the store and reconfirmed this statement before depositing the cheque in my account. I went to settle the debt on 15/09/2010.
As the employees were trying to charge my card the owner / manager Mr. Sumit arrived and informed us that we can’t change our mode of payment. I told him that my father has already deposited the amount in my account and I dont have a cheque book so it would have to be my credit card. He went on from being rude to ruder stating that he cant accept that. I told him I would speak to his accounts department and explain our problem to which he replied he is the accounts department and his answer is no. Never once he offered to call his head office and try to make a request on our behalf that if something can be done. Furthermore he put on his sunglasses in the middle of our conversation and would not look at us straight when we were talking to him.
I went home and called customer care with a firm faith that though Mr. Sumit refused to help but the higher authorities would surely help as I wanted to make the full payment and how does it matter which way as long as they get the money. The customer care executive was very understanding and promised to get the higher management to talk to me.
In the mean time my father was out trying to arrange another cheque to get this matter over with and he called and told me he has handed the cheque over. I called and informed the store to not bank the cheque as their customer care was trying to sort out my issue. By now I was so ticked off by their unhelpful nature I only wanted to settle by my card. They said they will wait for the result and I waited for the higher authorities to contact me. I received the call on 16/09/2010 from Mr. Mayank who was as helpful as Mr. Sumit. Important questions I asked and answers I got are as follows:
1. Why didn’t the employees inform my dad that he should be sure of his mode of payment as their iron-clad system (or their management for that matter) deems it even more important than the payment itself?
*Answer was that they never said it could be changed either.
2. What is the reason behind this so called store/brand policy because if you allow us to exchange the product within the 7 days of purchase why can’t we change the mode of payment (as the actual payment would still be made only once the cheque gets cleared at a later date)?
*Answer was that the policy is made by others he doesn’t know the logic behind it; he can only follow it.
Only solution he could come up with was that we buy the same items at the current higher rate of gold on the date of the payment by credit card so the only ones to suffer would be us the customers. I suggested that I would like to just return the items as my parents hadn’t even started using them and be over with this to which I got to know that the store had already banked our cheque against my warning. I am still waiting for Mr. Mayank to revert back and confirm that they would accept the items back and we can stop the payment on the cheque.
LESSON LEARNED :
I wish to clarify the reason I was inclined to write this complaint is not for the management to wake up and apologize for the stupidest policy I ever heard of. I am no longer mad with the store manager and the incompetency of the employees. I am seriously surprised that the higher authorities also barely have any power or may be the desire to understand customer issues. I would like to appreciate the customer care executive Miss Yasmin who could teach a thing or two about how to talk with customers to both Mr. Sumit and Mr. Mayank. She reverted back in record time, was forever polite & called back to check if the authorities had gotten in touch.
The reason I wrote this complaint is to warn all the other people like me who believe in the brand name. Sometimes it’s better to listen to our parents and go to the local stores who would treat you with care and value your relation. Unlike Tanishq who on one hand sent request to my parents to join their anuttara membership after their purchases in the past and on the other hand could not sort out such a small issue to our satisfaction. Never again will I set foot in any of the Tanishq stores as long as I live. And would ensure I warn off as may people as possible as never before a brand has disappointed me so much. Tanishq is the real life example of the proverb ‘Naam bade aur darshan chote.’
Complaint marked as Resolved Aug 13, 2020