Lenskart Complaints & Reviews

I ordered a product in lenskart and made a payment through upi and it was successful from bank end but lenskart was failed to capture it and then i raised a complaint against the transaction was asked to wait for 24hours and waited but didn't get the money in the meantime i opted for cash on delivery as it was immediate requirement for me then i again asked them dor for the update at the end they started to ask me to wait for 24 or 48 hours everytime but no update from them.

Today I visited Lenskart Khardaha branch, PIN 700118, West bengal at around 8 pm. to purchase a spectacle. But the guy present there was very casual in his approach to sell the product. I was asking about some other types of frames to choose from but he told me to find from the racks on my own. This is how this business will sustain for the long run.? What kind of customer service it is?

I baught two frames from Gorakhpur lenskart store under the scheme buy one get one free scheme with bifocal lens in one frame and singal focal in another. At that time the sales executive told me that you can change the lens in any frame any time I want, only I will have to pay for the lens. Now when I went to lenskart store the manager said that this facility is not available. I will have to buy another frame. This way I have been cheated by the lenskart store. I request all the customers not to buy anything fron the lenskart store please.

In lenscart order I have entered wrong pincode which is 380050 instead of 382350 ...so I haven't received my parcel... please do needful

I bought two specs, one from store other ordered with a power
Human error by lenskart representative - Even after providing the power number, the guy submitted incorrect power while ordering
Later after 1 hour i checked my app and i could see the mistake. I went back to store to get it corrected. They said to have sent email to cancel the product which didn't happen even after multiple follow ups and later my spces were delivered in 2 days with incorrect power

Now i went back to store told them to get the correction and reorder for new one. they sent my specs for correction with correct power. Since then the product is yet to be delivered.

When the App says its delivered on 7 th sept. I went back to store to collect it. They r unable to find the product. They sent me home saying they r unable to locate it and may have not arrived at their store or there cud be a mistake in the app and I went back home disappointed

Now the store representative is of no help at all
They dont pickup calls
They dont call back to give updates
I may have made roughly 30 calls in last 8 days now. This is worst customer service i have seen so far. I request for a refund and probably donate the specs back to them
Store - lenskart, kharadi, pune near Eon IT park

I have ordered on lenskart website i.e.www.lenskart.com on 24.August.2021 vide order number [protected] with lenskart, 2 pieces of zero power blue ray computer glasses, they claim it to be air light weight. I was not comfortable with the one product as it was heavy and creating marks on the nose so I gave a negative feedback on it, then Lenskart called me and said that they will replace it, as there are issues with this frame so I can exchange it with some other frame, he also stated that first there would be exchange order made and then after that they will collect the product from my residence and further stated that he will call me and do the follow up, but all in vain as on the next i.e. on 6th day of September 2021 one of the lenskart agent came to my residence to collect the product, when i informed him that till now i have not ordered for the exchange then he stated that it would be done once I received the mail that my product is picked up.
On 06.09.2021 my product was picked up and i have received the confirmation email also regarding the same.
Next day i contacted the lenskart chat team, they were not ale to help as they were only trained to place new order, they don't know how to handle complaints, further they have were saying that there is an error in creating the exchange so they have created the online store refund and within 24 hours the refunded amount would be reflected under store credit in my account at lenskart, but till date nothing has happened and everytime whenever I contact them, I get the same reply from them that there is an error creating the exchange and they are making a online store credit.
The time i ordered there was sale till 31.08.2021 now the rates are also increased.
I have been cheated by the lenskart, they have different face when I placed a new order and the time I asked for the replacement they change there face and values. It is important here to mention that they have collected the product within 24 hours from the time I asked for the replacement and soon after that they have made me to run from pillar to post as they are not refunding and neither creating the exchange and further they have increased their prices also.
I asked their agents also to give me the some email address or contact number where i can raise my complaint but all in vain as they have not given any information.
I am left with no other option except to seek help here.

I HAD ORDERED A JOHN JACOBS EYEGLASS ON DEC 03 2020 .The Amount of the Eyeglass was 6210, But they also persuaded me to take gold Memebrship for 700 rs.The told it will give me additional spectacles for free.I never recieved any other Specs, Also the John Jacob Specs they Provides was easily Bended and is not at all longlasting.I only used it for 3 months or somethign and then it has lost its shape and stucture.The company is using Low Grade metalls or Fake Products to Earn Lakhs of Money from Consumers.When i Vistied the nearest Lensakrt Show room they told they cant do anything about the Bends and its my Mistake.This Looters are Creating Low Grade Eyewears thats easily bendable or cannot withstand a small pressure and they are taking heavy amount of Money from Consumers.I had another eyewewar which was only just 1000 rs cost and its still stable..
Pleasse find a Solutionm to this as lenskart Looted 7000 rs from me with providing an Eyeweat that is not usable even before 6 months of Purchase...

Purchased progessive spec. Also reading spec. At the time of purchase it was orally assured that I can replace the reading spec and against that opt for progessive. Even I did not use reading spec. Due to lock down from March, 2021 could not visit the store. Last month went to store to replace reading spec. Refused for it and demanded extra money. Even progressive lense are not proper and convenience is facing for using progressive spec.

Refer order No. [protected]. I ordered glasses from Marathahalli flexi store. While placing the order I give Power specification to the representative of the store. I paid Rs 5600/ while placing order. Till date I couldn't received the article. While enquiry from customer care I was told that your lence power specification not updated till date and also payment details not updated. Now store manager Mr Shashi is saying that your order not sinked due to technical error. I am feeling cheated, also not expecting this type service from your company. Please redress my grivances and update me on my email [protected]@gmail.com.

I have purchased power glasses vide order Id [protected] dt 26 Oct 2020 alongwith aqualens lens cleaner liquid as recommended and as advised by lenscart sales team. I have been always using the dust wiping clothes given by lenscart. To my utter surprise, rust like thing started appearing on the frames as shown in the attached photos. Despite using the lens cleaning liquid I couldn't wipe it out and is in increasing trend.
In view of present covid situation I couldn't make it to the showroom Tiruvallur, Chennai 602001 and hence this.
Request Lenscart to investigate the issue resolve the issue suitably.

With regards
L C BHARATHAN

I purchased from lenskart by spectacles in October 2020. Within 2-3 months it had scratches on the lens. I had bought scratch resistant lenses. Since I was out of town from where I bought the glasses I couldn’t take it back to the showroom from where I bought the glasses. This August I visited the shop and they agreed to change the lenses. But here is the catch. The same frame is no longer available. Even though I didn’t want to go for a different frame I selected some. The lenskart Trivandrum shop told the order will be couriered to my address given. The order was placed on 19th Aug and was assured that I will get the order before 3rd Sep. From 26th Aug I keep getting message from their service partner Expressbees that will deliver the product. In the evening another message is sent saying they attempted delivery without even attempting delivery. The feedback was given instantly on the same day to Lenskart. It followed for next 4-5 days in the same manner that morning will come that order is out for delivery and evening message is sent that they attempted delivery. The number provided for delivery agent is unreachable or number doesn’t exist. I took the number from online and called mall of travancore Trivandrum lenskart showroom. The support team keeps assuring the order will be delivered and in the afternoon another lenskart team calls and ask to collect the order from expressbees warehouse which is 15 kms from my place.
I don’t know how these kinds of brands are making a mockery of the system and taking customers for a ride thinking customer support laws are not stringent in this country.

2 days ago my wife's glasses were broken, For that today I went to your shop, the employees who were working there.It was very sad to see his behavior, the things he was saying before giving the first glasses, today we are telling him by saying that we have not said this.If you cheat with customers like this then I have to take some big step.my contact number [protected]

I purchased this product from Lenskart.at 85/4, Gandhi Bazaar, Basavanagudi, Bangalore during Feb'2021. Today the glasses broke at the folding point on right side while I tried to wear it. I went to the store and asked for replacement but it was denied. I tried for resolution on the company's web site through on line chat but there again my request was denied. This glass should have served for a reasonable period but it has broken within six months because of poor quality. The web site of lenskart has displayed that all their products carry one year warranty. However, the company refused to replace or refund. As a consumer I demand at least replacement or refund of money paid i.e., around Rs.600. I couldn't locate the receipt but the store has the record of my purchase.

Yesterday i have visited your LENSKART store in MOGA but your representative there misbehaved with us. We are not accepting this type of behaviour from your side and surely we will not recommend any of my friends to visit LENSKART Store. Seriously its very Disappointing . Your representative dont know how to deal with customers .

Regards
Navdeep Singh
[protected]

I have paid the amount by debit card but it still shows payment pending

I ordered through the chat, a man confirmed my order for 4 boxes and checked stock to make sure they were available. I used my business card to pay (I am a foreign Optometrist) and assumed everything would run smoothly. Then a few days later I was called back to be told that Lenskart could not fulfill my order as they only had 2 boxes in stock. So they offered to cancel and replace an order for 2 boxes only AND that I could use the same card to pay. However, when the courier came to deliver I was told they would only accept cash (not my business card). So not only was I irritated with the cancelling of the initial order, I was further irritated by the lack of clear communication concerning the payment method to get the second order as I was misled by the representative who re-placed the order. To further my horror at this inadequate and awful customer service- when I joined a chat conversation to straighten it out I was helped by a woman named MALA SHARMA who was terrible, called me sir (I am a woman), kept repeating the same things, was very unhelpful, hard to understand and also very offensive. WORST CUSTOMER SERVICE AND EXPERIENCE EVER.

I had received a defective product Order ID [protected] where the frame and lens had a 2mm gap near the edges, post which due to Corona lockdown I requested Lenskart support to please get the defective lens replaced on the same frame Product ID 138349.
Lenskart support arranged a pickup for the defective product, and after that, I didn't get anything back from them, no replies, and the on-call executive asked me to again select a new frame (you've just got 2-3 frames with clip on JJ frames(1 piece each), you price them at 5K, that also you couldn't deliver it properly for the one I selected which atleast looked somewhat ok, is it a joke!)

My concern is, why should I keep selecting new frames for defective product shipments being done by lenskart, is it so hard to simply put a fresh piece of lens on the same frame and ship it back.

It's been more than 2 weeks, I'm struggling with multiple on-call executives to explain that the frame was picked and received by lenskart, and they reply like they can't share info on returned frame now, the best option I have got is select new frame or keep waiting till the frame is back in stock and get me notified, as if Lenskart is some 3rd party broker company taking orders for some roadside shop with zero inventory management.

If you are a genuine company - Kindly resolve this simple request to replace the defective lenses on the frame(Product ID 138349) which I have returned already as per Lenskart request and ship it back to my address.

[protected][protected][protected]

Attaching mail thread -

[protected] Forwarded message[protected]
Reused Lenses received | Shipment Code : # DK[protected]
Inbox

[protected]
Attachments
Fri, Aug 13, 6:16 PM (13 days ago)

to support

Hi Team,
I have received a defective lens fitted on JJ frame, and it seems the
lens was reused. As I can clearly see a 2mm gap near the edges.
It's completely misleading, as what's being advertised about laser
cutting tech being used at lenskart, and quality checks being made
before dispatch.
Kindly send a new properly cut lens for the left eye for the same
frame of the required specification, whether to my address or to the
nearby lenskart showroom.

Please note : I m completely aware that I can reorder another pair and
simply return these, but please try and understand that I can't keep
waiting for replacements and new frames to arrive for another week,
and especially if I'm getting re-used lenses then it's really not
worth the wait.

Frame lens issue and bill details attached.

3 Attachments

Lenskart via freshdesk.com
Fri, Aug 13, 7:35 PM (13 days ago)

to me

Dear Customer,
Greetings from Lenskart.com!
This is in reference to the query raised by you for Order ID [protected].
We sincerely apologies for the inconvenience caused.
As discussed, we have raised the request to the team to check the availability of Product ID 138349. We will update you within 24-48 hours.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Deepak
Lenskart Customer service

13232049:173330

Lenskart via freshdesk.com
Sat, Aug 14, 8:27 PM (12 days ago)

to me

Dear Customer,
Greetings from Lenskart.com!
We understand your urgency for resolution. Please be assured that we will not be leaving your concern unattended.
Kindly allow us 24-48 hours to get this resolved. Our team will keep you posted about the status update.
Thank you for the patience and cooperation.
For further assistance, please chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Deepak
Lenskart Customer Support

13232049:173330

Lenskart via freshdesk.com
Mon, Aug 16, 5:32 PM (10 days ago)

to me

Dear Customer,
Greetings from Lenskart.com!
This is in reference to the query raised by you for Order ID [protected].
At the outset, we apologise that the product could not meet your expectations and you want to return the same.
Not to worry! Lenskart provides 14 days return policy to its customers and since your product is covered under this policy, we have initiated the return request.
Here are the next steps:
- Our courier partner will now pick this product from your address within next 48 hours. We request you to keep the product packed along with accessories (if any) and the invoice. In case you do not have the invoice then please write your Name, Order ID and contact number on paper and pack it with the product.
As discussed, kindly use this link an exchange or post pick up revert back to us and we will place the exchange order on behalf of you.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.
Hope, we helped to resolve your concern. Please take a moment to rate our service on the survey link that you will receive shortly on your registered email. It will encourage us to do better!

Sincerely,
Deepak
Lenskart Customer service

13232049:173330

[protected]
Wed, Aug 18, 12:08 PM (8 days ago)

to Lenskart

Hi Deepak, Team,
As discussed on call (ticket ref[protected], the product(Order ID
[protected]) was picked up by your courier partner, kindly help place
new properly cut lenses with same power/coating on the same frame and
ship back the product(Product ID 138349) from warehouse to my address
as soon as possible.
Please make necessary escalation on such poor quality checks, and get
this shipment delivered with required quality.

Lenskart via freshdesk.com
Wed, Aug 18, 6:16 PM (8 days ago)

to me

Dear Customer,

Warm greetings from Lenskart!
This E-mail is in regard to your concern related to the Order ID [protected]. Please be informed that the same frame is out of stock, hence, we would request you to please select a new frame and share the Product ID of the same price range so that we can place the order on your behalf.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Saurav Ghosh
Lenskart Customer service

13232049:173330

[protected]
Wed, Aug 18, 8:38 PM (8 days ago)

to Lenskart

Hi Saurav, Team
The return request was placed by lenskart to replace the lenses and not the frame, kindly get in touch with required team to get the replacement, and help get it resolved.

Lenskart via freshdesk.com
Thu, Aug 19, 1:16 PM (7 days ago)

to me

Dear Customer,

Warm greetings from Lenskart!
This E-mail is in regard to your concern related to the Order ID [protected].
We have raised the request to the team to add the Store credit for the returned product. Post that we will place the exchange order on behalf of you.
Kindly allow us 24-48 hours.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Deepak
Lenskart Customer service

13232049:173330

Lenskart via freshdesk.com
Thu, Aug 19, 3:37 PM (7 days ago)

to me

Greetings from Lenskart.com!
This is in reference to the query raised by you for Order ID-[protected]
We would like to inform you that Store credit of Rs 4284 has been credited to your account to place an exchange/replacement order.
Further, we have arranged call back from Sales expert to assist you in placing an exchange/replacement order using store credit balance.
We request you to wait for next 24-48 hours and they will contact you.
For further assistance, please chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

[protected]
Thu, Aug 26, 2:21 AM (2 days ago)

to Lenskart

Hi Lenskart,
Could you please let me know when my repaired frames will be shipped back. It's been more than a week didn't heard back from you.

The return/exchange order (ID [protected]) is pending since 20/08/2021 at the DLF-1 Gurgaon store. The behaviour of staff and store incharge leaves much to be desired. It is a case of harassment and causing mental agony.

Hi Team,

I had received a defective product Order ID [protected] where the frame and lens had a 2mm gap near the edges, post which due to Corona lockdown I requested Lenskart support to please get the defective lens replaced on the same frame Product ID 138349.
Lenskart support arranged a pickup for the defective product, and after that, I didn't get anything back from them, no replies, and the on-call executive asked me to again select a new frame (you've just got 2-3 frames with clip on JJ frames(1 piece each), you price them at 5K, that also you couldn't deliver it properly for the one I selected which atleast looked somewhat ok, is it a joke!)

My concern is, why should I keep selecting new frames for defective product shipments being done by lenskart, is it so hard to simply put a fresh piece of lens on the same frame and ship it back.

It's been more than 2 weeks, I'm struggling with multiple on-call executives to explain that the frame was picked and received by lenskart, and they reply like they can't share info on returned frame now, the best option I have got is select new frame or keep waiting till the frame is back in stock and get me notified, as if Lenskart is some 3rd party broker company taking orders for some roadside shop with zero inventory management.

If you are a genuine company - Kindly resolve this simple request to replace the defective lenses on the frame(Product ID 138349) which I have returned already as per Lenskart request and ship it back to my address.

Attaching mail thread -

[protected] Forwarded message[protected]
Reused Lenses received | Shipment Code : # DK[protected]
Inbox

[protected]
Attachments
Fri, Aug 13, 6:16 PM (13 days ago)

to support

Hi Team,
I have received a defective lens fitted on JJ frame, and it seems the
lens was reused. As I can clearly see a 2mm gap near the edges.
It's completely misleading, as what's being advertised about laser
cutting tech being used at lenskart, and quality checks being made
before dispatch.
Kindly send a new properly cut lens for the left eye for the same
frame of the required specification, whether to my address or to the
nearby lenskart showroom.

Please note : I m completely aware that I can reorder another pair and
simply return these, but please try and understand that I can't keep
waiting for replacements and new frames to arrive for another week,
and especially if I'm getting re-used lenses then it's really not
worth the wait.

Frame lens issue and bill details attached.

3 Attachments

Lenskart via freshdesk.com
Fri, Aug 13, 7:35 PM (13 days ago)

to me

Dear Customer,
Greetings from Lenskart.com!
This is in reference to the query raised by you for Order ID [protected].
We sincerely apologies for the inconvenience caused.
As discussed, we have raised the request to the team to check the availability of Product ID 138349. We will update you within 24-48 hours.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Deepak
Lenskart Customer service

13232049:173330

Lenskart via freshdesk.com
Sat, Aug 14, 8:27 PM (12 days ago)

to me

Dear Customer,
Greetings from Lenskart.com!
We understand your urgency for resolution. Please be assured that we will not be leaving your concern unattended.
Kindly allow us 24-48 hours to get this resolved. Our team will keep you posted about the status update.
Thank you for the patience and cooperation.
For further assistance, please chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Deepak
Lenskart Customer Support

13232049:173330

Lenskart via freshdesk.com
Mon, Aug 16, 5:32 PM (10 days ago)

to me

Dear Customer,
Greetings from Lenskart.com!
This is in reference to the query raised by you for Order ID [protected].
At the outset, we apologise that the product could not meet your expectations and you want to return the same.
Not to worry! Lenskart provides 14 days return policy to its customers and since your product is covered under this policy, we have initiated the return request.
Here are the next steps:
- Our courier partner will now pick this product from your address within next 48 hours. We request you to keep the product packed along with accessories (if any) and the invoice. In case you do not have the invoice then please write your Name, Order ID and contact number on paper and pack it with the product.
As discussed, kindly use this link an exchange or post pick up revert back to us and we will place the exchange order on behalf of you.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.
Hope, we helped to resolve your concern. Please take a moment to rate our service on the survey link that you will receive shortly on your registered email. It will encourage us to do better!

Sincerely,
Deepak
Lenskart Customer service

13232049:173330

[protected]
Wed, Aug 18, 12:08 PM (8 days ago)

to Lenskart

Hi Deepak, Team,
As discussed on call (ticket ref[protected], the product(Order ID
[protected]) was picked up by your courier partner, kindly help place
new properly cut lenses with same power/coating on the same frame and
ship back the product(Product ID 138349) from warehouse to my address
as soon as possible.
Please make necessary escalation on such poor quality checks, and get
this shipment delivered with required quality.

Lenskart via freshdesk.com
Wed, Aug 18, 6:16 PM (8 days ago)

to me

Dear Customer,

Warm greetings from Lenskart!
This E-mail is in regard to your concern related to the Order ID [protected]. Please be informed that the same frame is out of stock, hence, we would request you to please select a new frame and share the Product ID of the same price range so that we can place the order on your behalf.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Saurav Ghosh
Lenskart Customer service

13232049:173330

[protected]
Wed, Aug 18, 8:38 PM (8 days ago)

to Lenskart

Hi Saurav, Team
The return request was placed by lenskart to replace the lenses and not the frame, kindly get in touch with required team to get the replacement, and help get it resolved.

Lenskart via freshdesk.com
Thu, Aug 19, 1:16 PM (7 days ago)

to me

Dear Customer,

Warm greetings from Lenskart!
This E-mail is in regard to your concern related to the Order ID [protected].
We have raised the request to the team to add the Store credit for the returned product. Post that we will place the exchange order on behalf of you.
Kindly allow us 24-48 hours.
For further assistance, please Chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

Sincerely,
Deepak
Lenskart Customer service

13232049:173330

Lenskart via freshdesk.com
Thu, Aug 19, 3:37 PM (7 days ago)

to me

Greetings from Lenskart.com!
This is in reference to the query raised by you for Order ID-[protected]
We would like to inform you that Store credit of Rs 4284 has been credited to your account to place an exchange/replacement order.
Further, we have arranged call back from Sales expert to assist you in placing an exchange/replacement order using store credit balance.
We request you to wait for next 24-48 hours and they will contact you.
For further assistance, please chat with us on www.lenskart.com/support (9am-9pm, all 7 days) or you may write back to us.

[protected]
Thu, Aug 26, 2:21 AM (2 days ago)

to Lenskart

Hi Lenskart,
Could you please let me know when my repaired frames will be shipped back. It's been more than a week didn't heard back from you.

I bought 2 frame with glass from lenskart showroom at deendayal nagar moradabad on 6th may 2021. The quality of the same that time was fine but now it has rust come out from the bottom of the frame.