Pure Gold Jewellers
Reviews and Complaints

This mail is regarding a complaint for lying about the weight of the gold, charging incorrectly at Pure Gold Duty Free abudhabi Terminal 3.

I made a gold purchase at Pure Gold Abudhabhi airport duty free shop on 6th july between 9 to 10pm.

Gold chain - weight told by sales person is 27gram

Gold bracelet - weight told by sales person is 20.5gram

Together I was charged 17280AED.

I got the bills after 2 days where weight was not mentioned and after requesting them to mention it weight was mentioned like

Chain -17gram

Bracelet - 14 gram

And I weighed it at my place and it is same as mentioned here (Chain -17gram

Bracelet - 14 gram)

I was lied about the weight and As you can see in the above receipt

I was charged more for mentioned weight.

If it includes tax and making charges also I dont think making charge and tax would be 100% of gold rate.

@PG-CustomerCare_

Is it a mistake from your side? Or the item bill is swapped?

I want the detailed information.

What was the gold rate on 6th July. 2023.

If you have added making charges what is that amount?

If you have added VAT or TAX what is that amount.

You can not simply say we cant give any information just per piece we sell like that.

If you are not cheating then provide all the information.

And also I dont know the name of the sales person But he was an Indian Mallu guy

From the receipt and time you can find I guess.

This is a clear fraud just lying about the weight and not sharing the bill on spot sharing later. Is it your strategy to cheat customers?

I need a clarification on this and Want solution for the fraud happened.

Purchased a gold ring and gold bracelet from Pure Gold Abu Dhabi airport. The gold rate is 4times the market value. I requested immediate return and refund while I was at the airport within 30 minutes of my purchase. Initially they denied but later assured that if I email the customer care they will accept the return even if it takes more than a year. It has been only 3 days since my purchase. I want to return both the products for an entire refund. I have repeatedly emailed the customer care.

I purchased a Gold bracelet at Pure Gold jewellers at Abu Dhabi airport Terminal 1 on 13th Nov 2022. I was told it would be 25 gms and was charged $1549.21 USD (5689 UAE dirham). I was told the receipt would be sent to my email as I was in a hurry to catch the connecting flight to chennai but didn't get the receipt. I have written twice to their customer service email till now and didnt get any response. Also I got the weight checked in India and it weighs just 13 grama which is not even close to 25 grams and they have charged me almost the double amount. This is totally fraud.

Purchased the 22k neck chain on 11 July 2020 on my trip to Amsterdam (cost 1314 AED). Stored at my home until I returned to my wife in Bangkok on 24th Oct 2020. Very happy with the gift but unfortunately the lock did not work.

Stored again until we returned to Amsterdam together on 14 June 2022 (due to corona procedures) and passed by Abu Dhabi airport. Presented the chain to Pure Gold shop staff and we were informed that repair was not possible and they advised that it could be done in Netherlands with only adding a spring inside the lock.

Visit the Juwelshop in Vlaardingen and were informed that the lock COULD not be repaired and only be replaced. (cost 110 Euro). We were informed that the chain was very sensitive and to wear only on special ocasions (popcorn style). This information was new to us and I had never purchased it if had been informed by Pure Gold.

Very bad experience and service by Pure Gold and a good lesson learned to us.

I have purchased diamond ear rings from pure gold Abu Dhabi airport , it is such a scam. The studs won’t screw in and I am scared it will fall off when I wear them . They are absolutely useless to me

Hi

We have purchased 24 C gold at Abudabi airport on 11-Mar-2022 and please find invoices attached.

For two items, we have paid AED16100 which is $4384 USD using Bofa account.

Items weights are

1) 15.880 grams

2) 14.60 grams

Grams $ $ Amount

15.88 62 984.56

14.61 62 905.82

Total 1890.38

even if you take marking charges and wastage it cannot be $4384. I Clearly see you guys have charged more when passengers are in a rush to catch the connecting flights.

My ring is being cracked and need help for repair in India Pune city pls help me with your repair centre's as I tried with all the jeweller and as per them platinum can be changed or repaired only with the jeweller where you have bought the thing need to get it repaired

I have purchased a half carat ring last october at puregold yas mall. And the people there are very accommodating and their services were outstanding. So, I am satisfied with how puregold staff assisted me. I went to puregold marina mall today january 1, 2020 at 6:15pm to buy diamond earrings. But the womans service was not at all good. She was so rude and she didn't approach me to offer her assistance. She even mentioned "these are diamonds" as if I dont know. She told me the price and bangs the calculator. As if I dont have th3 decency to buy. She should be in a training on how to deal with customers

I purchased a diamond jewellery worth 6000 aed from pure gold their invoice says life time exchange possible against same even while selling they promised that.
I am getting married so i wanted to change the same for new i sent for evaluation the same product after 2 months of chasing them they say they cant find the invoice in the system so they cant exchange it
I have submitted original invoice with the certificates and product
Very disappointed and feel cheated for the amount

I buy a gold ring from your duty free Abu Dhabi shop but I think it was not up to the market or any other rate around the world.
I was surprised when I check online the rate . I was in a hurry to caught my next flight.
So I don't realized because I believe in the duty free shops in airport.
Sorry but I am really sad after that experience.
Please check into the matter and let me know.

I purchased a ring on 05th October, and noticed after I parted with the payment, that there was an offer advertised for free pearl necklace, and 250 dirham voucher with your purchase. I was told when I queried this that the 250 credit was only with gold purchases, and the only pearl necklace they could offer was a damaged one, to which I declined. I requested a refund of the 250 Durham, as it did not specify this was only with gold purchases, and they could not offer me a necklace.

Hi there

On the 7th September I purchased a Diamond tennis bracelet from your store at the Gold Souk in Dubai (see attached documentation). I dealt with a man whom was the store manager I believe whom said he had worked there for a very long time.
I was assured that what I purchased was of Diamond quality VS however since I have returned to New Zealand I have had the bracelet valued and inspected for insurance purposes and the clarity of the diamonds are actually I1-I2! this is significantly different from what I was assured I was buying and what was written on the certificate.

I was a tourist visiting Dubai and I am aware of the seriousness of actions like this hence the reason I purchased it from Dubai in the first place as I was assured of the regulations involving gold and diamond authenticity.

I have attached all the documentation including the bracelets certificate card which was supplied to me at the store and a copy of what I have just received regarding the bracelets actual true clarity etc.

I will await your prompt response before taking this officially further as I can assure you I will. I am very unhappy about this. This was a very special purchase for me and quite frankly I have been taken advantage of.

Please let me know if you need any further information or copies of the actual receipts.

Regards

Briar Ferguson
briar.[protected]@mbauckland.co.nz

Dear Team,
I have been trying to get a receipt for my ring that was purchased from pure gold Kiosk in Sahara Center. It's been over a month since I've contacted your Sahara branch. They refuse to get back to me on the same.
Attached is a picture of the ring and the certificate for the same.
Kindly contact me on [protected]. I am highly displeased by your after sales services. Kindly try to turn this experience around so I can continue to be a patron of your brand. Please note the number registered for the bill is [protected] registered to Neil George. And many purchases were made under this registration.
Thanking you,
Elige Botros

i was in the store of puregold city center suhar yesterday the indian guy assist me...im looking for diamond ring because my sister in defferent country want to buy a ring so i was the one to look and buy my sister will send money to pay...
so after the indian assist me and my sister in videocall she told us she allready choose a ring..she said she will think if she send money or what...
before i left the shop the indian ask me if i will get that ring i said im also waiting to my sister to decide so he get my number and i give my number i told him i will come back same day or tomorrow.
today in the morning im waiting the puregold to call me at 4pm they did
indian:hello is this is _____
me:yes is this is a puregold
he said yes and he ask me if im still want to get the diamond i said i was waiting for ur call because i dont have any number of puregold so i just want to say my sister still not send money to me thats why im not coming back...
he ask if he still keep or display the ring i said maybe better to display...i hear a shouting voice come from him he said madam next time dont lie..i was shock when he said that i ask him what? why im lie to u..he said im giving a rong number because he search the name of my number...well im giving him a bussness number because my personal number is not my everyday use...i told him if i give a rong number u will not reach me...then he keep telling me dont lie to them...omg...i told him im not lying to u why i will do that u talk to me on the same number i give to u...if im giving a rong number u will not contacting me.then he keep shouting...and he pointing me im wasting his time he comparing me for his job because im also working as sale..
first im giving a correct number thats why he call me
second we are working as a sale what ever sitwasyon u will never shouted the costumer
third u dont have right to judge a costumer u say im liar because of my number
what if my sister send money now i will not buy that ring anymore because of your rude attitude indian gay!

Dear M/s Puregold,

Good Day.

I am writing to complain my experience about the service and the quality of your product in Dubai Mall Branch.

First of all, i want to give a highlight in this complain to the behavior of one of your Sales person named "Adel" for being rude and raising his voice when speaking with the Customer.

1st Product (got on April and the diamond fell down twice within month of July)
- I got an engagement ring from Puregold Dubai Mall and the stone fell down which i am not aware of. I asked our office boy to search around the office and luckily, he got it back. i have it repaired in Dubai Mall Branch. i am checking the ring from time to time whenever i am wearing it and notice that again, the diamond is moving, so i brought it back to the store and showed to this "Adel" and he is insisting that the ring was ok. i showed the ring to another sales person, and when he moved it, the diamond fell from the ring. Please highlight that i felt in his reaction when i was showing the ring to the other sales man, is that he was irritated and his brows was raising little bit. My initial reaction to this is that i got angry to "Mr. Adel" and telling him i came here with this complaint and you are insisting that there is nothing wrong with the ring. what if i lost it and did not find anymore? are you going to replace it? so Dubai Mall Branch accepted it and repaired. When one guy called me that the ring is available to collect, i had an argument again when i told him to make sure that the ring is really okay and he is telling me that maybe i have a hard job that's why the diamond keeps on falling. (what does he meant with i have a hard job?). I asked the name of the person with whom i am speaking with and he said his name was Adel.
- Please understand my side that this is an engagement ring where ladies should not be removing this even we wash dishes or whatever. in my case, i always remove when i reach home and still this is happening.

2nd product:
I got this ring from Puregold souk in Deira. and have it repaired twice (the last receipt of the repair is attached). This is the latest repair i had in Dubai Mall Branch. I brought the ring last Nov. 8 and told me that they will call me within 3 days to collect the ring and nobody called me so i went last thrusday to collect in but then when Adel gave me the ring, the missing diamond was not replaced. My friend already reacted knowing that i am always going to the shop for repairs of my rings. She told to this Adel that they have to check the items because they quality is very bad. Then this Adel tell us in return with irritated voice that "i am already helping you. i will send back to the Workshop and i am not the one who receive this." as a customer, we will speak in general that once we told him to check it doesnt mean only him. it is for the whole store. i repliead to him that it is not help from your side. this is your responsibility to assist us. and he raised his voice to me saying that i am helping you right? is it not help? i got so angry with how he is communicating with us and told him that he should not raise his voice to the customer.

This behavior is totally not acceptable so i got the name of this person. he did it not only once but this is the third time. as much as possible i am trying to avoid this guy but everytime i am coming to the store, he is the only available person. I am requesting Puregold to please educate your staff in dealing with your Customers whatever Nationality, quantity or values of the jewelry purchased from the store. I really have a bad experience in your store.

Thank you and hoping that Puregold will make a necessary action in this regard. maybe if this incident will happen again i will not be able to stop myself to complain in the Cosumer's Rights.

DESIRABLE RESOLUTION IN MY COMPLAINT:
1. educate the Puregold staff
2. to repair my rings whereas, i can use it without removing and any fear that the diamond will get detach

Thank you and have a good day.

Gerlie Lee ([protected])

Hi,

I purchased a gold chain and a ring from Abu Dhabi Airport's Pure Gold store.
They charged me ~700 Dirhams ($200) more than what the gold costs.
After repeated emails to customercare, there is no response from the company. Very unprofessional experience and I feel cheated.Never buy gold or anything from this store.

I have the receipt and products with me. I also have evidence of all emails sent to this company's email : [protected]@pugold.com

I ordered online and received my order of a pendant theres a promo only if u order you will receive a chainwith pearl and diamond. As i received it im so dissappointed that it is only a big pearl and silver chain it is different on the said promotion online. Please call me im in dubai or email me. If i can return back the free and change it. please make action about it.
Email me at [protected]@yahoo.com

Dear team,

My wife visited the store in mirdif city centre on 2/5/2018 and was insulted by one of the staff called Dina and the manager called Amr who stood there asking her what she did with her ring and if it was gold or not. Frankly the staff don't have the right to ask if it is gold or not and talk to her in this disrespectful manner when all she wanted was for the brand to polish her rings. I then went and asked for the area managers (Haidar) number which the manger did give me and called him to find out that he is just as bad as the staff at the shop. They estimated the ring at 60 AED biased on just looking at it and did not show me any price list to confirm the charge. I then went to a pure gold in Sharjah and was quoted 45 AED to polish it, at that point I was just not sure how you do business in your shops but there is a lot of inconsistency with you staff and prices. I asked the area manager to waive the 60 AED charge as a good gesture to which he refused, I then asked for the regional managers number and he told me he would send it via WhatsApp but never did. until today I have not received a call from the shop or the manager to know the status of my wife's ring, this is unacceptable for a brand like yours to treat there guests in this manner. Another issue is that when I first bought the ring I was told that it would be free for life polishing and now they say its not the case as the policy has changed, well policy has to change for new buyers and not for guests who have bought before the policy changed.

Regards
Mohammed Qazamel
+[protected]

Hello this is Santhosh from sharjah rolla pure gold jewellers. 04.05.2018 I purchased a diamond jevels with the amount of Aed 1.304.45 worth. At the same time sales executive Mr.tamal assured for exchanging the products of the same value with in 30 days.
For the reason I need some changes in the ornaments which one I buy.they assure to give the ornament in 05.05.2018.
Next day I decided to replace a ornament( diamond) with gold for same amount ( sales executive says within 30 days they can change with gold and whatever) I believed the guys.
I went to shop for exchanging the product they are treating like a begger Manager Mr.sulaiman even they are not ready to face me and he saying from other counter take 70 percentage cash back .( even I didn't touch my ornament . the ornament still in his workshop) within 24 hours they changed his words and treating like a begger . even Mr.sulaiman is not ready to face me and he does not apologised me they treatme like a begged in the front of other customers. Completely cheater this puregold jewellers.

I bought gold and gave them for repair at the same time but they say they do not have any jewelry and they gave it to me which I don't even have it nor the reset just the ID card of the dimond and it cost 2, 662dhs on 32/2/2018 and when i call them bcak they say we will talk to u at 2 min but then nothing and they ignore my calls, i will call Police after words if there us no solution to it
Thank you