Reliance Jewels — Complaint regarding wrong order design and delivery delay from Reliance Jewels Store

Dear Team,

I am writing this letter to express my disappointment and register my complaint for making a wrong design, asking customers to compromise with made jewelry, poor customer service and delayed delivery.

I would urge you to go through my order receipt & timelines and find out the reason behind such a callous execution of the order taken 3 months back which was to be delivered by the end of October.

I purchased 4 items (Long Necklace, Short Necklace, Mangtika and Earrings) on 15 September 2022 from Reliance Jewels AB Road Indore. The exact requirements were communicated to the team present at that time. After careful consideration on the approximate weight of each item, weight for whole jewelry was decided and initial payment was processed. We paid a total amount of Rs 375000 as advance to book the jewelry and freeze the gold rate. At the time of booking, it was conveyed to us that jewelry will be ready in 25-30 working days i.e. before Diwali.

On 14th October, I got the wrong design for a short necklace. Much to my disappointment, the choker necklace design was totally different from what I ordered. When I discussed it with the manager, he agreed on the design change and assured me that it will be changed. I don't understand when the wrong choker design was sent for correction because the correct choker was not made even after one month or even till 3 December 2022.

Still I cooperated with your staff present at the store and they reordered the design in November and the process got stuck in weight variation which went from 15-17 gms as estimated while ordering to 24 gms.

1. Long Necklace

*Requirement: Length increase in exact same long necklace with same pendant design
*Estimated Weight increase: 41-43 gms

* First Order Update: Long necklace piece came with 2-3 changes. It was oxidized however I ordered a different finish. Weight of the necklace increased to 48 gms.

* Final Order Update: Oxidized finish was changed to what I wanted. Again as it was looking ok I adjusted with weight increase and those 2-3 changes and agreed.

2. Short Necklace (Chokar)

*Requirement: Center design to be same as long necklace center

*Estimated Weight increase: 15-17 gms

* First Order Update: On 14 October, a jewelry pic was sent to me to check the design specification which was wrong. Sent the feedback on change of center design. No update on the wrong design. Reason given was the ordered chokar design cannot be made in 15-17 gms. It can only be made in 19-20 gms. Had to give specifications again to remake it. Mr. Aman took the remake order, shared CAD design and forwarded the requirement.

* Final Order Update: I got a call from reliance jewels employee that the Short necklace cannot be made in 19-20 gms. It will be made in 24 gms. I requested to change the chokar and choose from available jewelry at Reliance Jewels store. Selected different piece. Asked your employee to match the finish of the small necklace with the long necklace.
He called me the next day and objected to change the finish without billing. I was asked to bill the changed design (available at your store) however I have already billed and paid 3/4th of total amount.

3. Mangtika

*Requirement: Center design to be same as long necklace center. White bead same as shown in other mangtika
*Estimated Weight increase: 6-7 gms

* Final Order Update: Center design was different from what I ordered.
Red kundan was placed instead of white bead.
Due to the time crunch, I accepted the changes.

4. Earrings

*Requirement: Center design to be same as long necklace center
*Estimated Weight increase: 6-7 gms

* Final Order Update: Earrings of previous small necklace were given. Due to the time crunch, I agreed as it was not making much of a difference just the size change.

After clear communication of my requirements each and every time to Reliance employees present at the store, now I don’t have any capacity to deal with Reliance Jewels. I cannot handle the mental pressure of:

1. Compromising on the jewelry design because you have made the wrong design and I cannot give 25 more days to give the order again. Nor do I have much time, my wedding is in December.

2. Forcefully changing my choices (of my wedding jewelry) because Reliance Jewels is unable to provide correct design which they promised on and took order of without excess weight variation and design change

3. Half Heartedly exploring your store jewelry and adjusting to the jewelry available at your store

I did not expect such service from esteemed companies like Reliance Jewels. I have never seen such ignorant business practices where the customer is adjusting with all your jewelry mistakes and a company like reliance is asking customer to adjust more and more in terms of providing solutions. This exhausting process of ordering jewelry at your store, not getting the correct design, changing the jewelry from available items not only troubled me mentally but also hampered my experience and ruined the Reliance image for me.

I demand that you honor your 100% satisfaction guarantee and provide us with Gold brick with gold rate we freezed on 15 September 2022. This is the least you can do to service a distressed customer. I am enclosing screenshots of communication and images for your reference.

I would appreciate your prompt attention and request immediate action on this matter. Looking forward to get the result from Reliance Jewels as soon as possible.

Thanks & Regards

Sanghmitra Wankhade
Regional Business Development Manager
Aditya Birla Group