Lenskart Complaints & Reviews

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.

Hello
I have taken gold membership on 20 dec 2020 . As the membership lasts for 365 days
I have ordered 2 more glases and frames as we have buy1 get1 offer.
But the gold membership is added once again 354rs has been deducted from my account for gold membership.
I dont know why this has happend
Though my account has gold membership still there is a deduction.
2nd time gold membership activated on 23 aug 2021.
When a gold membership is present to the registerd number but why once again there is a deduction
Please check this issue
And let me know how can i get the amount deducted from my account

I ordered two glasses for same refractory error. But one glass had wrong power.

This is Sanjay (Registered Mobile Number : [protected])and I have been a lenskart customer for more than 6+ years. I have also referred many of my friends and relatives to shop from lenskart. Last year (January 2020) when my father-in-law visited us in Bangalore and wanted to purchase new spectacles, I suggested he should get it from lenskart and we visited HSR Layout, Bangalore store for the purchase. After a week he went back to his native in Jharkhand where the lenskart store was not present. He complained about the frame he purchased that for one leg thread was gone and screw was not going in. Due to pandemic and lockdown we were too occupied and he was not able to visit us in 2020. He visited us again in February 2021 and I visited the same lenskart store to repair this, they told me it cannot be repaired as thread was gone from inside. They raised the exchange request for the same and asked us to visit the store after a week. Even after raising multiple requests from the store, the exchange request was not approved. Then again the 2nd wave came and we all went through the bad times.

I visited the store again a couple of days back and found the frame was in the same condition and I was very angry and disappointed with it as the store manager was not able to make any fix to this one. I completely understand the one year policy from lenskart but in the past 1 year we all were stuck with pandemic travel bans and lockdowns. When we gave the frame to the store it was just 1 month after the expiry of warranty and I had expected lenskart to understand the situation we all were going through and help.

I tried online support in the last few days and was getting very different responses every time I chat but no one was able to help. With very little hope I am writing this email to get some positive response on this.

Being a customer for a long time I won't expect this kind of response. Even if we purchase a glass from a local shop they will do repair work (this is what my father-in-law was saying). i don't think I will be able to write more, please escalate this to your customer support leadership team and see what best can be done to fix this.

Reards,
Sanjay

I have purchased gaugles on 7 August 2021. Faced problem in both gaugles. Far vision was not clear. Asked for return and refund. I have sent both articles and received by Lenskart . I have made many calls. They are logging complaint but till I have not received refund.
Order I'd is [protected]
Order date, 07 August 2021

Please look into the matter and refund.
Thank you...

As i have brought a pair of glasses from lenskart store i was currently using 1 glasses from pair on 15 august i have to attend a special program i take out the new pairs there i noticed glasses have scratches on it so i complained so i got message that please visit lenskart store so lenskart store is 50 km from my home but i visited there giving my precious time there the employee was talking in a rude behavior he was behaving like i have...

Lenskart is taking abnormal time in delivery of spectacle. Lena kary expert is not advising proper frame and thereafter telling that power 8s not fitted with frame. I placed the order on 31st July 2021 but delivery of proper spectacle has not been done.

It has also been seen that there is no higher authorities to escalate the grievances of the customer which is resulting abnormal delay and no concrete action is taken which may cause embarrassing situation for the customer.

Details of the order ID are as follows-

1. [protected],
2. [protected]
3. [protected]

Please note that all the above orders have been placed which was replaced or cancelled just because of wrong advice of Lenskart expert advice over phone duly sharing the screen. Most surprising and negligence of the Lenskart representative advised the re-order the item on 12.08.2021 which was expect to deliver on or before 29.08.2021 and now today I.e. 17.08.2021, they again informed that frame is not proper and casually told me to cancel the order and reorder once again.

It is absolutely poor service is provided by LENSKART as it has completed 18 days and order is now expected to be delivered on 24.08.2021 . It is very disgusting customer grievances redressal system exit with LENSKART and no one is interesting to resolve the issue . Such situation is creating embarrassment for the customer which is not affordable. Can I assi.e that LENSKART is taking 1 month to deliver the spectacle.

VERY DISAPPOINTING CUSTOMER DEALING AND DELIVERY IS STILL EXPECTED. KINDLY HELP.

I ordered contact lenses from Lenskart website and made payment through net banking. My money got deducted but order failed but my money is not being refunded.

This is clear fraud company.
Don't buy from this website.

My self Swapnil Kokate

Hello i just brought my scratch resistant lens and frame from lenskart on 19 july 2021 within 15 days the right lens have developed scratches on it....

Dear lenskart team,
I had a worst experience with your brand as many others I also had a different image of lenskart by seeing your advertisements and promotions and when in reality I experienced it everything seems false and fake. Earlier on 7th august I went to lenskart store situated inside rajiv chowk metro station when I choosed my desired frame and lens and just enquired about the eye test at first place staff was not at all...

I have had an eye checkup from Lens kart at home. I got my new pair of glasses, I had eye pain and burning sensation in the eye. So, I spoke with the Lenskart person who visited me. He said that it was common.to have eyes pain. yesterday I had my eyes checked up and the prescription which lenskart person gave was way different. If I would have continued using the glasses. I would have lost my eyes. When I called them the answer you should...

I had purchased a spectacle with lens for my son two years back. Unfortunately the handle is broken, when I went to lenskart shop at Gorabazar, Dumdum, they inform the fram is not available and neither the lens is fitting in any frame. So I have to get a totally new set of lens and frame.
Now is this the service suport from lenskart.
Do you I have to give a fress order every two to three year I case I have broken some thing.
My son's studies are getting affected due to not able to wear the spectacles.
I would request to please resolve my issue urgently.

I have purchased 4 frames glass have became vapourised and after washing also it's not going.

When I went to store I didn't get proper feedback or proper answer from service and lack in service from store.