Reliance Jewels — Complaint - Refund Process in reliance Jewel

Address: New Delhi, Delhi, 110005

Website: www.reliancejewels.net

Dear Sir / Mam,
I bought diamond ring from Reliance 2 year back and wanted to return as the diamond was coming out, previously also we have lost diamond and got it repaired on making payment. We have the original bill and diamond jewellery certificate. We visited your Karol Bagh brand on 31st December but your team refused to return on weekend and ask us to come from Monday to Friday, which is not in your policy.
We again visited today, 27th Jan 2017, with all the required papers but today again they refuse to process refund as they require cancel cheque on name of owner on invoice.
The bills are on my name and I wanted the refund to be done in my wife’s account. We provided identity proof and requested to refund money on my wife’s account (for which we provided cheque and also identity proof). But they refused to do and insisted refund only in account of Owner. I also suggested to take written confirmation or authority letter to transfer fund on my wife name but they not only refuse to do refund and were extremely rude to tell us to go back and come some other time.
We cross checked return policy from your Gurgaon store as well and they confirmed that refund can be done on showing identity proof of both person and confirmation letter from owner (ie. Myself). We also checked on company website where it has asked for bill as ownership proof or confirmation letter in absence or bill. We again asked Karol bagh team to re consider and facilitate refund to avoid waste of time and problem for us to come again and again but the team was extremely adamant and non-cooperative. They clearly refused to support even after other store are and website is confirming the possibility.
We asked both the store manager to share contact number of any senior who can take decision and resolve as to avoid visit again but again they refuse to share any contact number and have asked us to drop mail to customer service which does not full fill our purpose as we do not want to come again from so far.
This was really very embarrassing and harassing to see staff not cooperating and adamant nature even when there was a process and way out.
Your store team is openly cheating and making false statement. They are not following policy and process of your company. They are rude, ill-mannered, lack of any empathy for flexibility. There is no support process for customer. There is no mechanism for immediate help. There is also lack of transparency.
Even after knowing the process and possibility we were made to go back without processing refund.
We request both store managers (Rajeev and Gaurav) to share contact number of any senior manager who can take decision and resolve the issue but both refuse to share any contact detail of any senior and made us return without processing refund.
I'm very upset by this pathetic and non-standard service provided by such a big brand Reliance.

If RELIANCE will treat their customer's like this I'm sure the company will loose it's credibility among the customer, I personally won't suggest anybody to buy Reliance Jewels.

Will like to request the brand look into it and suggest what is the further action or support which a company like Reliance will do for its customer.