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Khazana Jewellery — Jewellery Purchase - Gold Scheme

This is regarding Khazana Jewellery Gold Scheme. We have been loyal customers for many years and have been availing this scheme regularly. However, recently we are going through VERY disappointing experience while trying to avail benefits of the scheme at the end of the term.

My parents have joined Gold Scheme in October 2020 and paid continuously for eleven months. At present, they are unable to take jewelry in person as they are staying abroad and will be returning in November, 2021. So, they authorized their children to receive jewelry from the matured Gold Scheme on behalf of them. They submitted a signed copy authorizing their children to receive the Gold and as well provided Aadhar cards for verification. They also talked over phone with store manager and explained the situation. Despite all this, the store is insisting on providing OTP which my parents would receive on their mobile phones. Unfortunately, my parents mobiles are not working in US and they are unable to provide OTPs. We were told that the ONLY option left over for us was to receive a Cheque for the amount that we paid and forgo benefits as my parents cannot visit the store in-person.

This is really disappointing as we were not told in the beginning about these terms. We thought KHAZANA would have various options to provide BEST CUSTOMER EXPERIENCE when customers need genuine support. Moreover, despite providing identity and authorization, we were being told to forgo benefits and receive Cheque. We got to know that the process is much smoother with other Gold Jewellery shops. For the last couple of days, this whole thing caused lot of inconvenience for my parents and they are worried about their money. If we have to forgo benefits, then there is no point in the Gold scheme.

As a last resort, we are raising this complaint to seek some support. We have observed that the respect and dedication that KHAZANA exhibits to the customers before enrolling in the Gold Scheme is totally absent when customers need genuine support for reaping the benefits of the scheme, thus undermining the very purpose of the scheme.

Hope you will understand and help us with this issue.

Details of the scheme:
Par No: 30N1174 : Rs.2000/- (Per Month)
Par No: 30N1175 : Rs.4000/- (Per Month)
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    Khazana Jewellery Pvt Ltd., No. 252A, T.T.K Road, Alwarpet, Chennai, Tamil Nadu, India - 600018
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