Sir,
Myself Dr. Rashi Jain visited kalyan jewellers store in Jaipur at Sen Complex on 10.07.2022 to purchase a gold chain and exchange it with my old gold.
My old Gold consisted of a gold ring weighing 4.77 gm with 98.04% purity and broken gold pieces of a ear ring which weighed 1.93gm with 97.62% purity. The weight and purity was measured at your store only before melting.
Though I came with my parents and we were following process but missed to see the gold before staff put it for melting inside. Since, we didn't calculate the total weight (6.70gm), we couldn't know about the weight discrepancy at the time of purchase at store.
After coming home, we calculated and realised that after melting the weight reduced to 6.02 gm from 6.70 gm, i.e. around 11% weight (0.68gm) reduced and purity fell down to 89%.
Reduction in purity is understandable but so much reduction in weight is impossible.
Also, would like to tell you that my father got our old gold burnt under a flame at local jewellers to have an idea of price evaluation so in that process the ear ring got broken and this is a proof that my gold could not have 11% dust weight. Also, your X ray detector telling the high purity of my gold before melting is again a proof that so much dust is not possible.
I am also a science student and in my understanding, gold being a inert metal with low surface tension can never loose so much weight during melting.
I talked about this very next day (11.07.2022) at your customer care center and my father received a call from the seller we purchased (Neetu Bhavani) and the first response to our concern was same that weight can't reduce to this extent so she asked for some time and ensured that she would call back gher 15 min. Later on that day, neither they called back nor received our calls. Next day (12.07.1997), I again called at customer care center and they again told that my father will receive a call from store and he did but this time, they told that it was all because of dust. Today (13.07.2022), my father visited the store and they simply didn't pay any heed to my father's request of showing cctv footage and told that nothing can be done.
I am really disappointed by all this sequence of events which happened to us. A middle class family visits these stores just because of trust and strict guidelines which they apparently follow.
Another matter about the gold exchange is about the policy they follow. After melting, gold weight left to 6.02 gm which was tested with x ray detector and it showed to have 89% purity so they calculated the weight of 24K gold present in that which came out to be 5.358gm but they paid us with the price of 22K gold only even after they considered the pure gold i.e. 5.358gm.
Also, due to different purity levels of our gold, they should have done the melting process separately but they didn't so so but did the combined process.
No information about any weight reduction was given to us.
Though it's impossible to justify such weight reduction but they have no interest in satisfying their customer.
Lost my money, mental peace and time.
In the hope of getting justice, in the hope of a support to fight against such giants, writing this complaint here.
Thanks.
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