Disappointing
I had placed my order on 24 June 2026 for Entwine ring size 24, but till today I have not received the ring which was promised first on 17 July , then on 29 July, but it is over a month n 1 week, but still not received it n on inquiring, each time I m told we will look into the matter n inform you within an hour, but even with passing days there is no concrete answer from your side . Highly dissatisfied n disappointed with your service , which is a black mark on Caratlane of a reputed company like Tata’s.
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Response from developer
We are so sorry to know about your recent experience with CaratLane.We request you to kindly share your registered contact details at customervoice@caratlane.com and we shall get in touch with you on priority.
A Premium Brand with shockingly POOR Customer Support
It’s incredibly disappointing to see such a well-established brand consistently fall short on something as basic as customer experience.
I’ve had multiple issues with both Shaya and CaratLane this year, and every single one has been exhausting to resolve. Their customer support is painfully slow and largely unresponsive. You have to chase them relentlessly just to get an update. I’m currently still following up daily for a refund that has been pending for over a month, with no meaningful resolution in sight.
What’s equally concerning is their pricing. The prices on the app seem highly inconsistent, often appearing to be inflated before a “sale” so that the discounts look more attractive than they actually are. As a customer, it leaves you questioning whether you’re getting a genuine deal at all.
Jewellery is a purchase built on trust, and unfortunately, my trust in this brand has been completely eroded. Between the poor after-sales support, endless follow-ups, delayed refunds, and questionable pricing practices, the overall experience has been extremely frustrating.
I genuinely cannot recommend shopping from Shaya or CaratLane based on my experience. There are far better brands that value both your time and your money.
I’ve had multiple issues with both Shaya and CaratLane this year, and every single one has been exhausting to resolve. Their customer support is painfully slow and largely unresponsive. You have to chase them relentlessly just to get an update. I’m currently still following up daily for a refund that has been pending for over a month, with no meaningful resolution in sight.
What’s equally concerning is their pricing. The prices on the app seem highly inconsistent, often appearing to be inflated before a “sale” so that the discounts look more attractive than they actually are. As a customer, it leaves you questioning whether you’re getting a genuine deal at all.
Jewellery is a purchase built on trust, and unfortunately, my trust in this brand has been completely eroded. Between the poor after-sales support, endless follow-ups, delayed refunds, and questionable pricing practices, the overall experience has been extremely frustrating.
I genuinely cannot recommend shopping from Shaya or CaratLane based on my experience. There are far better brands that value both your time and your money.
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Response from developer
We are so sorry to know about your recent experience with CaratLane.We request you to kindly share your registered contact details at customervoice@caratlane.com and we shall get in touch with you on priority.
Such a bad experience
Such a bad experience not receive my parcel and also not getting response from one week
No customer support
no customer service
Panipat store feedback
I had an excellent shopping experience at the CaratLane Panipat store. A special thanks to Roshni, the star sales consultant, for her exceptional product knowledge, patience, and personalized guidance throughout my purchase. She made the entire experience truly enjoyable and memorable.
I would also like to appreciate Naushad and Akash for their prompt support and assistance. Their teamwork and professionalism ensured everything was handled smoothly. My sincere compliments to the Store/Retail Manager, Dinesh, for managing the team so well and ensuring a seamless, customer-centric experience.
The entire team made me feel valued, and their dedication to customer satisfaction was evident throughout. I am extremely happy with my purchase and will certainly recommend CaratLane Panipat to my friends and family. Looking forward to visiting again soon!
I would also like to appreciate Naushad and Akash for their prompt support and assistance. Their teamwork and professionalism ensured everything was handled smoothly. My sincere compliments to the Store/Retail Manager, Dinesh, for managing the team so well and ensuring a seamless, customer-centric experience.
The entire team made me feel valued, and their dedication to customer satisfaction was evident throughout. I am extremely happy with my purchase and will certainly recommend CaratLane Panipat to my friends and family. Looking forward to visiting again soon!
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Worst app
One of the worst app, i have ordered bracelets for baby on 13th june and they given delivery date was 30th june but still i didn’t get my order, they rescheduled the date to 9th july and 4th july they have to dispatch the product but still they didn’t dispatch the product and very worst customer service, they don’t even respond to our messages and also there is no option to talk with customer care over the call. You’re not delivering products are on time, then what is the use of taking orders just shut your app and sit silently. This is my first order from the caratelane and probably this is the last purchase because there is no proper communication and they didn’t deliver products on tome. One of the worst app, don’t buy anything from this app, if you want you can visit store and purchase the products, don’t so order anything from online.
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Loved it!
I had a wonderful experience shopping at CaratLane. The pendant I purchased is absolutely beautiful, with excellent craftsmanship and a premium finish. It looks even better in person and I’m very happy with my purchase.
A special thanks to Manju from the Pimple Saudagar store for her exceptional service. She was incredibly polite, patient, and took the time to show me a variety of designs based on my preferences without any pressure. Her product knowledge and friendly approach made the entire shopping experience smooth and enjoyable. Highly recommend both the store and Manju for anyone looking for quality jewelry and excellent customer service!
A special thanks to Manju from the Pimple Saudagar store for her exceptional service. She was incredibly polite, patient, and took the time to show me a variety of designs based on my preferences without any pressure. Her product knowledge and friendly approach made the entire shopping experience smooth and enjoyable. Highly recommend both the store and Manju for anyone looking for quality jewelry and excellent customer service!
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Pathetic back-end team for refund
CaratLane back-end team would be so disappointing, I can’t even imagine. To process a refund of just ₹3000, this team has annoyed and frustrated me to the fullest. Despite following all the procedures and confirming my bank details, they haven’t processed my refund even after 40 days. These people think that the customers are fool. I don’t think CaratLane people are aware about it’s policies. I am a Crown member, eligible for premium customer service while I get pathetic service. They have harassed me in all the ways they can, just to process a refund on ₹3k. They have the expertise to “BEAT ABOUT THE BUSH”. The store manager Abhishek and staff member- Sneha of Galaxy Blue Sapphire, Gr. Noida have been trying to sort this out ASAP but they are also frustrated following up with the back-end team. Suggestion-Grow up team and stop bothering your valuable customers. Nobody is sitting to be fooled around. Underwhelmed Gurpreet Kaur
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Fraudulent practices run by customer representatives
I enrolled in CaratLane Treasure Chest Edge plan where I got scammed massively. The customer representative try to sell you such plans and misalign you on the benefits. I was told I’ll get 10th installment from CaratLane however at the end of redemption period I got to know this was only applicable for diamond jewellery and only 30% will be added if going for gold jewellery. I was shocked to know about this detail. It would have been better to invest with local jeweller rather than Caratelane.
Also my data is also hidden now of how many grams I have accumulated in 24kt gold. Which is a breach of consumer contract. The company is involved in fraudulent practices by customer representative at store has not invested in training of their resources and also doing data theft. Will never recommend in investing in any of their gold treasure chest plans. Also the making charge is 20% which is non negotiable.
Also my data is also hidden now of how many grams I have accumulated in 24kt gold. Which is a breach of consumer contract. The company is involved in fraudulent practices by customer representative at store has not invested in training of their resources and also doing data theft. Will never recommend in investing in any of their gold treasure chest plans. Also the making charge is 20% which is non negotiable.
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Good
Good
Sravya
I had been to to the Ongole caratlane store. Its been an amazing experience, every one at store is hospitable and collection is dainty. Jasmine assisted me & she had been soo patient and took care of kid too.
Poor customer service
Have been trying to reach to their customer service however there no way I have been able to connect with anyone.
Rings
The best❤️
Great Products, Terrible App
Feedback for devs / PMs:
The app froze 5 times before I could complete the payment flow; just add loaders if your backend is latent please? I had to kill and restart each time. Also the msite just straight up didn’t let me proceed to payment at all, the CTA either didn’t work or was calling an API without showing a loader (very frustrating UX imho). The mandatory load animation on app launch is annoyingly long, get rid of it / make it shorter / add a loader instead. Your collapsing header doesn’t work well at all; the header (which include the cart CTA and profile icon) only appears when you scroll ALL the way to the top of the page; it should reveal on scroll up like EVERY OTHER APP?
There’s a big block of empty space on the main marketplace landing page (which has options for Shaya / Caratlane / other marketplaces).
Sorry for the rant but please make a better product, these are such easy fixes. I understand tech teams operate in a crunch; reach out to me if you’re put of bandwidth, I’ll be happy to volunteer pro bono.
Peace V
The app froze 5 times before I could complete the payment flow; just add loaders if your backend is latent please? I had to kill and restart each time. Also the msite just straight up didn’t let me proceed to payment at all, the CTA either didn’t work or was calling an API without showing a loader (very frustrating UX imho). The mandatory load animation on app launch is annoyingly long, get rid of it / make it shorter / add a loader instead. Your collapsing header doesn’t work well at all; the header (which include the cart CTA and profile icon) only appears when you scroll ALL the way to the top of the page; it should reveal on scroll up like EVERY OTHER APP?
There’s a big block of empty space on the main marketplace landing page (which has options for Shaya / Caratlane / other marketplaces).
Sorry for the rant but please make a better product, these are such easy fixes. I understand tech teams operate in a crunch; reach out to me if you’re put of bandwidth, I’ll be happy to volunteer pro bono.
Peace V
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Refund issue
I am writing to raise a serious concern regarding my recent order cancellation and the refund process.
I had ordered a pendant and completed all 9 installments successfully. At the time of cancellation, I had a total balance of 9000 POP along with a 1000 discount applied. After canceling the order, I received a refund of only 300, while the remaining balance is not visible anywhere in the application.
This is extremely disappointing. The rest of my balance has neither been refunded nor shown in any wallet or account section, and I am also unable to place any new order using my existing balance.
If your application allows users to make payments in installments and maintain balances, there should be a proper wallet system where users can clearly see and use their refunded amounts. Currently, the lack of transparency and functionality is unacceptable.
I had ordered a pendant and completed all 9 installments successfully. At the time of cancellation, I had a total balance of 9000 POP along with a 1000 discount applied. After canceling the order, I received a refund of only 300, while the remaining balance is not visible anywhere in the application.
This is extremely disappointing. The rest of my balance has neither been refunded nor shown in any wallet or account section, and I am also unable to place any new order using my existing balance.
If your application allows users to make payments in installments and maintain balances, there should be a proper wallet system where users can clearly see and use their refunded amounts. Currently, the lack of transparency and functionality is unacceptable.
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Sravya
Best
Dissatisfied, disappointed& feel cheated
I had a great impression of Carat lane on the grounds that it’s a sister company with Tanishq and under the umbrella of TATA. I was impressed a few months ago when interacted with someone on the international team Uzair who was professional and a good salesman. But that impression was a disillusionment after today’s incident. Felt cheated and insulted. I saw a Navaratna pendant set in 14kt but lower grade diamonds but when l decided to customize it to higher grade it still gave me a good deal. So just ensure that I was making a good purchase as this was special gift for my sisters special birthday I made a live video call and was received by an agent Kalpita who was very professional and sweet. So I confirmed the price of the higher grade diamond was at 37000 Rs and mentioned that I needed a few minutes to confirm with my husband and would get back to her. She too was very kind and said she send videos and pictures so I can be sure. Within those few minutes I can max of 10 mins the price went up by 4000 Rs. So I quickly called back Kalpita who did not respond immediately due to another call which was frustrating for me as I thought there was some app glitch on my end so wanted to confirm the same with her. It upset me that she didn’t answer the phone. That was my bad I should have bee a little patient and waited but I wasn’t too sure of the price increase the longer I waited. To cut it short felt insulted that the company thought if I was desperate enough I would still purchase it at a higher price or why would the price increase in 10 mins. My impression is I am being taken for a ride. Felt insulted by the way I was dealt as when I requested Kalpita to go to higher authority they refused. Not blaming Kalpita for it but the company that has no ethics and customer respect. I choose never to go to Carat lane. The whole deal felt a distaste towards a company that I respected and thought were a customer oriented brand but to my disappointment it turned to be another company trying fleece clients. NEVER CARAT LANE AGAIN. Anyone out there who wants to shop be aware
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Ongole Caratlane
Good service Jc Rani excellent 💯ongole Caratlane store
Silver jewellery
I feel silver jewellery needs price break up, it is too high for all the silver jewellery
Disaster Experience
I am writing this email to express my deep disappointment with my recent experience with CaratLane. What was meant to be a special purchase turned out to be extremely stressful and disappointing, and I feel compelled to share the details with you.
The product I received did not match the quality/design displayed online. Damaged jewelry and used jewelry. I had an extremely disappointing and frustrating experience with CaratLane. What should have been a special purchase turned into a disaster.
This entire experience has not only caused inconvenience but has also left me frustrated and dissatisfied with the service and quality that CaratLane claims to uphold. I had chosen your brand with trust, but what I faced was nothing short of a disaster.
Considering the distress and inconvenience caused, I strongly believe that CaratLane should offer me appropriate compensation as a goodwill gesture to make up for this negative experience including the product I have paid for.
I sincerely hope you will take my feedback seriously and resolve this matter at the earliest. Otherwise, I will be left with no choice but to escalate this further and share my experience on public platforms.
I look forward to your prompt response and a fair resolution.
The product I received did not match the quality/design displayed online. Damaged jewelry and used jewelry. I had an extremely disappointing and frustrating experience with CaratLane. What should have been a special purchase turned into a disaster.
This entire experience has not only caused inconvenience but has also left me frustrated and dissatisfied with the service and quality that CaratLane claims to uphold. I had chosen your brand with trust, but what I faced was nothing short of a disaster.
Considering the distress and inconvenience caused, I strongly believe that CaratLane should offer me appropriate compensation as a goodwill gesture to make up for this negative experience including the product I have paid for.
I sincerely hope you will take my feedback seriously and resolve this matter at the earliest. Otherwise, I will be left with no choice but to escalate this further and share my experience on public platforms.
I look forward to your prompt response and a fair resolution.
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Response from developer
We are so sorry to know about your recent experience with CaratLane.We request you to kindly share your registered contact details at customervoice@caratlane.com and we shall get in touch with you on priority.
