Tanishq — unethical behavior by tanishq gold souk team as they have taken my earring and are neither responding not returning

Dear Team

I have a Golden Harvest scheme in which I have invested in Gurgaon Gold Souk branch. The sales girl Ms Jyoti made numerous calls (atleast 50) when the scheme got matured this year and I went to buy on 14th Sep'18. When I went there Ms Jyoti was busy with some other customer and asked another sales person to attend to my requirement. The moment I sat down to look at things, he offered me to get the jewellery that I was wearing clean as they were having some free cleaning up camp. After he said so, I gave him my pair of earrings, one bangle and one ring. After almost 1.5 hrs, after when I got through with what I had to purchase, I got my stuff which he had taken to clean. I immediately saw that one of the diamonds from my earring was missing. I got this into their notice and they again took that earring away from me. After another 45 mins, they said that it is taking time to repair and we will get it delivered at your office. After 2-3 hrs, someone from their showroom came to deliver it. I didnt open it then thinking it is fine now. On 16th Sep I took it out to wear it but again that diamond fell down from the earring which means it was never repaired fully. I immediately messaged Ms Jyoti who said it to send it back to the showroom again for repair. I sent it back to their showroom after 2-3 days and since then it has been lying there and I have not been given correct feedback.

1) First I was told that we are sending it to our workshop where it be repaired

2) Then I was told that the earring has INVISIBLE SETTING because of which there workshop is unable to repair it and it has been sent to their Hosur workshop. She also said that your earring has loose settings. For which I replied that I have been wearing this for last so many years and how come only one earring has loose setting as the 2nd earring was fine.

3) Then I was told that even their Hosur Workshop is unable to repair it as they cant make or repair such Invisible setting earring (which I found very strange as the earing is very simple and biggest jewellery giant of India is unable to repair a simple earring).

4) Suddenly Ms Jyoti along with Mr Deepak (claiming to be the manager of Gold Souk branch) started enquiring about the bill of the earrings. I told them that I have got this from Dubai and I dont have the bill with me.

5) They still insisted on getting a copy of the bill. I confirmed to them that I dont have access to the bill for another 1.5 months as the bill is at my parent's place and they are currently out of station.

6) Once I confirmed this, Mr Deepak started asking about the price of the earrings, which sounded little strange. Till then everything was fine. I confirmed that the price was in the range of INR 60, 000-65, 000 and I have purchased it 8-10 years back.

7) After this Ms Jyoti started avoiding my calls and messages. Neither did any of them call to confirm the status or inform me when I called. Infact, for the last few days, Ms Jyoti is not evening taking my calls or responding to the messages.

8) I had no other option but to warn them that I will be taking a legal action if this issue does not get resolved.

9) Once Ms Jyti picked up the call but said she is not aware of the status. She promised to call back but she DIDN'T.

10) Today, I had send them warning messages as I was not receiving any revert from them that I will be reporting this to Police.

11) I have purchased these earrings with my hard earned money and it costed me INR 60, 000-65, 000 around 8-10 years back.

12) Till now they have been claiming that it is not repairable and their Hosur workshop has returned it back confirming this is not repairable.

13) After my warning message, I got a call from Ms Jyoti's no but Mr Deepak spoke( who says is the manage of the showroom) that their workshop has asked them to return the earring as they have found a vendor who can repair it. This is quite strange as the workshop which found it irreparable and returned it, has suddenly found a vendor who can repair it. I inquired howcome they have found a vendor who can repair it for which he very rudely replied he does not know about it.

14) On asking him, by when it will be repaired, he says he doesnt have any idea. When I insisted that he should send me a mail by marking his senior in copy, he said I cant send you confirmatory mail. On further insistence, he said he will be able to get the status by evening then he will see.

15) When I asked why Ms Jyoti is not responding to my calls. For which he said that she was busy handling customers. I infact told him that before she used to make 50 phone calls to invite us to redeem the scheme. But she can not pick up the call to solve customer's grievance. To which again he replied very rudely.

16) I also said that I will in any case put the complaint. For which he again replied that "you can complaint wherever you want to, I cant stop you" and again very rudely.

My problem is that instead of solving a customer's grievance, they are misbehaving, not replying. This is quite an aberration from Tata Group who believes in customer service at any cost. I have been investing in Tanishq's scheme for long and have been a regular customer of Tanishq Gold souk. I never expected such a behavior and treatment.

I request to please intervene and resolve my issue so that I am able to get my repaired earring soon. Also, I would request to please take suitable action against both these people as they have mis guided, mis behaved with me. I am afraid that either they have misplaced my earring or they may even change the diamonds of my earrings. Needless to say that I will never be going back to this showroom again and may not even have the courage to continue with Tanishq any more as both these people have made me loose confidence in Tanishq. I hope that with your suitable action in this case will make me rebuild the confidence.

Looking forward to positive reply soonest.

Thanks!
Aarti