[Resolved]  Kalyan Jewellers — regarding gold necklace, order number 386464

Address:560103

Hi, I did online shopping yesterday date December 2nd, 2019 from https://www.candere.com/, for the gold necklace - NIDHRA TUSHI KYRA GOLD NECKLACE, Style No: KCGN076 in Yellow Gold 22K 3.8 Grams, Order number 386464, At the time of purchase, their website shows the price of Rs. 17, 039.00 including insurance amount. I paid the same and completed the purchase, the same amount got deducted from my account and I got a confirmation email as well about my purchase citing product name, image and amount paid from candere.

The next day i.e, today December 3rd, 2019, I got a call from Kalyan jewelers with number +[protected], and the lady started talking about my order and informed me that due to technical glitch they are not able to find the product details and there is variation in price. They asked me to pay more to get my order delivered, they were not ready to take responsibility of the technical glitch which happened from their side, at the end, I told over call please cancel the order and initiate the refund.

I waited for a couple of hours but did not get an email for a refund, at the end, I logged in to candere site and chatted with customer care. I did chat with Hetal, Mansi, Neha. They kept on changing the operator over the chat window. I asked them what is an issue with my order, initially they said you have paid amount and there is nothing else to pay. Then I enquire about the call which I got to pay more, the lady Hetal changed the operator and assigned to Mansi. I asked her the same question to her, and she told payment was not captured because of technical glitch and asked me to share the proof of payment. When I did the share the proof (bank email for amount debit and a confirmation email from candere), by this time Manci changed the operator and handed chat to Neha. After giving all the proofs of my purchase, they informed me that because of some technical glitch from their side they could not capture the order details, and If I pay more they will proceed with the order. By this time their website shows the price of the product is Rs. 18, 932.

When I told them being an online user I can not edit the price money before paying and since this fault happened from their side they should bear the responsibility and continue with the order. But they are forcing me to either cancel the order or pay extra to get the product.

Kindly help me in this issue. There are other questions that arise from this incident, maybe tomorrow they might say again price has changed today and give us extra money, this is a fraud.
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Dec 4, 2019
Complaint marked as Resolved 
Hi, a company representative called me yesterday i.e., on December 3rd, 2019, and asked me what is the issue I am facing and to whom I did contact/communicated for the same. After my explanation of the issue, the representative said it's a technical glitch, but they are ready now to process my order without any extra payment and told me that I'd get an email for the same. The next day that is today December 4th, 2019, I received an email stating that they have processed my order and It is in manufacturing status. However, I saw they have changed some of product details. I ordered a necklace of 22K gold but the recent update was showing it would be an 18k gold. I pointed out the same to the representative via email medium, and they corrected it right away. Hoping to get the product delivered with the same quality as I expected.
Complaint comments 

Comments

ONLINE PAYMENTS portal not working. Facing problem to make payments.For every purchase they are insisting on Insurence which is very disgusting. Kindly do needful

Yours faithfully,
N. Periyasamy
Sirkali
[protected]
[protected]@yahoo.com
Wrongly i have payment one of my scheme amount to your [protected]@hdfc account.i want to refund my amount to my account.i have already completed it.from. Bhubaneswar branch i have a scheme id.i have already mailed with screen shot attachment.bt no response, not single mail from your side.my register phone number-[protected]

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