[Resolved]  Lenskart — Service Comittment - Product Quality

It started with the order - [protected] along with the insurance cover paid additionally. Products were sold stating that its very flexible and good for kids. As the products were not as promised and with multiple conversations, both were finally returned with amount credited to my Lenskart Wallet, but not the amount paid for the insurance. With the money in the wallet, reordered the different products (Order id - [protected]), but there was no insurance cover in this order, which was then again raised with the customer care. I didn't want to pay for the insurance because I already paid during order [protected]. Customer care officer - Name : Abhishek Agnihotri, very much supportive obliged to the request and assured that any issue with regard to the product like breakage or scratch, they would try to resolve.

Now one of the products in the order - [protected] is broken and when reached to the customer care, they are not honouring the commitment provided by one of their own customer service representatives. Screenshot of the email was shared, but still, they are not honoring to provide a replacement. They are claiming that, scratches or breakage is not covered in their warranty, but the commitment provided by Abhishke Agnihotri to compensate the loss that would have got covered with the insurance I had taken in the earlier order. They claim that they are the escalation department. Whom should I now approach?

All the above conversations are linked to the complaint number[protected] .