Reliance Jewels — Crown Diamond ring

Address:

Viviana Mall, Thane, Mumbai

My fiance and I visited the Reliance Jewels store in Viviana Mall, Mumbai on 09/10/2021 to look for rings for the purpose of our engagement which is on 21st Nov 2021 from Pune. We selected two rings, however the sizes were not available at the time in the store. The store told us that they will arrange the same rings as per our desired sizes and deliver us well within our date of engagement. So we paid an advance of INR 50000/-.

Later on we decided to buy some more jewelry and we visited your Aishwaryam One Mall, Pune store along with our family members on 17 Oct 2021. We have finalized one diamond necklace set, gold earrings & necklace. Further found some good designs on the male rings section, hence decided to finalize one and cancel the ring which we had finalized in the Mumbai Store. We contacted your mumbai store and your pune store employees had a word with them regarding the arrangement as well. To our convenience we requested to get the other (female ring) directly to Mumbai, so that we will take deliveries at once. We paid around INR 1 Lakhs in the Pune Store after utilising the INR 50000/- credit note. The total purchase was over 2 Lakhs.

Few points to highlight, it was really difficult for us to coordinate between the Mumbai store and the Pune store as if it's our job. Please let us know whether Reliance Jewel is a single brand or store wise it becomes different brands.

Further, we were informed that the order of our ring was cancelled because we utilised the credit note and it went back. This was not highlighted to us when we were at your Pune store. Then we requested to bring the ring and committed that we will take the delivery of the ring from Mumbai as there was no sync between your stores and it seemed Mumbai store was not willing to make the arrangement for sending the ring to Pune. We still agreed thinking not to ruin our day as my fiance loved that ring and was very excited about it.

Finally, we were informed from the Mumbai Store that the ring had arrived. Then we realized that they ordered the wrong ring. Again we asked them to bring our selected ring. Few days back the employee informed us that the size is not available and we won't be able to deliver the ring.

Please answer why it was committed to us in the first place if the store was not going to deliver the ring. It was a lot for us to go through the friction between your two stores. Now when our date is so close, given that the diwali holidays are there, we are really struggling. Now unwillingly we will have to compromise with something else. And it has ruined our day.

Now I don't want to ever shop with Reliance Jewel considering there is no sensitivity for customer's situation/empathy. I was under the impression that your brand gives importance to customer satisfaction. It seems I was completely wrong. Please give me an explanation that in the whole process where our fault was. Even after paying, you are not able to deliver to your commitments.