Hi
I purchased 2 spectacles (Vincent Chase Glasses and Polarized sunglasses Ref #[protected]) from Lenskart Chinthamani store in Chennai in July 2024 which are of inferior vision quality due to manufacturing defects.
I had got progressive lenses made for both by paying almost 20, 000 rupees. I had taken a doctor’s prescription while purchasing and was assured that all the quality control will be done and will receive high precision glasses for my daily use. However that was not the case. I was supplied with glasses which my eyes could never adjust with. The staff have very poor knowledge about progressive glass requirements and they just sell by over promising and under delivering.
Inspite of trying multiple times to use and get adjusted to new glasses and sunglasses, every time I use them, I get severe eye pain, headache and nausea. I cannot keep either of them on for more than 10 mins. This is after paying 20, 000 which is not easy money.
As I was away travelling, I was unable to go back to the store and am using my old specs till now. The Lenskart glasses are unused and in new pristine condition. I have now visited the store to complain about them. When I gave them to Deepika your store employee with the details of my issues, she readily accepted both the glasses and said they will remedied asap and asked me to come back the next day.
I went again next day and this time she changed the narrative totally - she took them both and said as its beyond 30 days, she will now lodge a warranty claim request but cannot guarantee action as their team will decide if it can be changed or not. The glasses are with the store and I was told not to wait but will receive resolution in watsapp.
The same day the claims were notified as rejected, much to my dismay after all the false promises made when I purchased as well as when I revisited to complain.
I want to express how disappointed I am with the quality of specs which are of no use to me at all. I understand there will be adjustment issues with new pair of specs but NEVER in my 30 years of wearing specs have I had severe eye pain, headache and nausea.
The staff are not knowledgeable about anything else other than to sell and make profit for the store. They do not know how to handle specific customer issues or needs like progressive lenses. I feel I have been cheated to use inferior glasses even after being out of pocket for upto 20000 rupees.
The store employee is still having both my specs and sunglasses and neither have they bother to call me to return or to update. This is the most pathetic customer service I have ever encountered.
As the glasses are totally new, unused and an absolute waste to me, I want my money to be refunded to me asap.
Verified Support
May 24, 2025
Lenskart Customer Care's response Hi Sreekala, We appreciate your patience while we investigated your concern. After checking with our team, we would like to inform you that the product has been prepared as per the prescription provided by you, and no discrepancy has been found.
We regret to inform you that a replacement or refund for this order would not be feasible, as such issues are covered under our 30-day progressive return policy. Currently, the order stands out of warranty, and we are unable to assist further in this matter.
We understand that this may not be the response you were hoping for. However, as your products are still at the store, we have asked our store team to connect with you and arrange for the home delivery of your order at the earliest.
Should you require any further assistance, please feel free to reach out.
