[Resolved]  Lenskart — auto reschedule of home eye test appointment and misinformation by customer care executives

Address:	Hyderabad, Andhra Pradesh, 500003
Website:	www.lenskart.com

My mother is a terminally ill patient and is bedridden. She requested for an eye checkup and i booked one for 23rd april on 21st april and made payment through neft transfer, but after the payment was successful, the link did not go back to your website but showed server error. As i was keen that my mother have her eye checkup, i again made a payment through your online payment gateway, but this time too the same thing happened. The order numbers are [protected] and [protected].
I called the customer care on saturday and the executive informed that yes there are two confirmed orders. I requested him to cancel one, but he said that as it is too late, i could that next day morning. I got [protected] order canceled and this time the executive also confirmed that yes there are two confirmed orders. She cancelled [protected] and stated that the het executive would come in the evening between 5-7 pm. Yesterday, 23rd april, when i called the customer care to find out when the executive is coming for home eye test, the person stated that my order is not confirmed! How does a confirmed order become pending?
He then stated that he can reschedule the order to 24th april morning 9-11 slot. Later the same evening, i received a message stating that the home eye test executive had tried to contact me, but failed. I received no call or my phone does not show any missed call, which means they just wrote that comment to avoid making the call and conveniently putting the blame on the customer. Moreover, if the customer care executive said that the order being in pending status was not acted upon, then how can the het executive call me. Someone is telling lies or doing malpractice.
Today, 24th april, when i called customer care at around 9:30 am, to my horror, i found that lenskart on its own has rescheduled the home eye test (Het) slot from 24th april to 25th april! I again asked the customer care executive to check the recorded conversation or check with the person i spoke yesterday, and she then confirmed, yes i was right it was scheduled today and i would soon get a call. But at 10:30 am when i called, another executive told me that the appointment has been rescheduled. What nonsense is this?
The customer care executives are saying contradictory things. What kind of a useless system this is. Who is going to pay for the inconvenience caused to my mother?
I would like an explanation for this gross irregularity.