Lenskart Complaints & Reviews

Name: jyoti ghosh
Address: 14/1, kailash bose lane, howrah - 711101

Company against whom i’m filling the complaint: ‘lenskart.com’

Details about the bad service: it all started with an eyeglass (I. E. Carrera 1103/v large (Size 56) matte black 3) which my wife wanted to buy for me as a gift on the eve of diwali 2019. She wanted to go with ‘lenskart.com’as they were offering a 50% cash back voucher on the purchase amount (I. E. I was supposed to get the voucher via an email after 60 days from the date i receive the product at my address). The product worth of rs. 6, 822 after all the discounts and as per the offer i was supposed to get a cash back voucher worth of rs. 3, 411. It was a good deal for us, so my wife placed the order on 16th of october 2019 on ‘cash on delivery’ (Order no. [protected]) the order was supposed to be delivered at my address by 22nd of october 2019 but it never reached me, neither i got any call from the delivery team. When i called their customer care team to check the status of my order, i was told that the order was sent back to their warehouse. When i asked them about the reason, they failed to provide one. The customer care agent categorically replied saying: “i can’t see any notes by the delivery people to state why the product was sent back to the warehouse”. I was also been advised to place a whole new order as there was nothing ‘lenskart’ could do with the existing order. Funny thing is, their phone app doesn’t really show the correct status of the order. Till date it shows on ‘dispatchced’ status on my ‘lenskart’ mobile app (I. E. Screenshot attached). So a person doesn’t really get the clear picture about his/her order status. Hence, i had no choice but to place another order with the same product on 30th october 2019 (Order no. [protected]) on ‘cash on delivery’. Within less than 15 days my second order worth rs. 6, 878 for the same item. Anyhow, this time around i was told that my order was placed on an urgent category and they will try and dispatch this within 24 hrs. My situation was looked after by a female person named ‘sakshi’ and she was the one who committed to deliver the order asap. But this order also didn’t reach me, rather it didn’t even get dispatched in 7 days, forget about 24 hrs. I made several calls to lenskart customer care and spoke to ‘sakshi’ since 30th october 2019 to check on the status of my oder and for next 3-4 days i was told that their are trying to get it dispatched by ‘end of the day’ but it never happened. Then, on 4th of november when i called their customer care gain to know what’s going on with my order i was told that due to some technical issue this order couldn’t be processed and i need to place another order again. I was so frustrated by this i end up hanging up the call and the agent i was speaking to (I. E. Can’t really recall his name), audacious enough to cancel my order without even seeking my permission. Moreover, the agent went ahead and cancelled my order without even realising that it was eligible for the 50% diwali cash back offer and at the time of cancellation the offer was already been taken off by ‘lenskart’ since diwali was over. I had to make another call to ‘lenskart’ customer care to escalate this matter and end speaking to one of their supervisors named ‘mamta’. I was given an assurance by her that my matter will be investigated and based on the results i’ll be given a resolution within 48 hrs. Fortunately, i did get a response this time around from her and eventually, i was given a confirmation via an email by one of their agents named ‘riya’ that i’m going to get the 50% diwali cash back offer in my new upcoming order (I. E. Screenshot attached). Upon receiving the confirmation i made my 3rd & final order with the same product on 6th of november (Order no. [protected]) on ‘cash on delivery’ worth of rs. 6, 878. Surprisingly, this time around after placing my 3rd order i got a call from ‘lenskart’ saying my order is not eligible for ‘cash on delivery’ and i need to make a payment upfront to get it dispatched. I was shocked to get such response because firstly, my last 2 orders were placed on ‘cash on delivery for the same product without any issues and secondly, if a product is not eligible for ‘cash on delivery’ option why would the payment options list ‘cash on delivery’ as one of the payment modes? (I. E. Screenshot attached). It would sound stupid and illogical to any literate person. It just goes to show that either ‘lenskart’ people are not in sync with their own applications or their are lying about they are misleading their customers with incorrect information. Nevertheless, i requested the agent to give me some time to make the payment online as it was out of station and travelling. However, this order has also been cancelled without any prior intimation or specific reason, rather, i wasn’t even told that it’ll be cancelled. On 07-nov-2019, at 7:12 pm i received the cancellation email but the email doesn’t state the reason (I. E. Email attached below) when i replied to that asking why it’s been cancelled, i didn’t get any response. Once i’m back at my hometown, i again had to call ‘lenskart’ customer care (I don’t even know how many countless no. Of times i had to be on call for an eyeglass) to speak to their supervisor ‘mamta’ who handled my situation last time around but ended up speaking to an agent named ‘vidyut’ as ‘mamta’ was on off. I had to explain my situation from scratch to him (It was so frustrating to explain my situation from scratch everything to a new agent) and he after checking previous previous records with his supervisor said that i’m still eligible for the 50% diwali cash back offer but i need to place another order (4th time!!!) and he later on the call connected me to another agent in sales department named ‘khushboo’ to place it. I’ve had enough of lenskart services by now & wanted to give it a final try. I was even ready to pay upfront this time around with my debit card to avoid any further inconvenience but the sales agent khushboo said: ‘sorry sir the product which you’re looking for is out of stock right now’ and she started to up sell another product similar to this. I was furious because before calling the customer care i saw this product available in lenskart mobile app and moreover the previous agent named ‘vidyut’ also was unaware of the product availability before connecting the call to the sales agent named ‘kushboo’. I’m also in a doubt whether ‘lenskart company’ internationally has taken the product off just to increase the demand, take advantage of the situation and eventually end up selling it in a much higher price (I. E. The latest price quoted rs. 7, 900). My experience with ‘lenskart’ has also left me sceptical about the diwali offer and i begin to wonder whether they actually wanted me to have that? Their act clearly made me believe that either they want me to buy this product at a much higher price (I. E. Rs. 7, 900) without that diwali offer which i was eligible for initially or they don’t want me to get it at all along with the offer. What’s more frustrating is that it’s been 1 month and i never got my wife’s diwali gift.

I’m raising this complaint to make the government aware of such companies with such cheap marketing strategies who only wants to make profit at any cost. I’m also going to spread this across social media to make people aware of this.

* all the correspondence related to this have been attached to this email.

Thanks & regards,

Jyoti ghosh

M: +91- [protected]

...

On 07-nov-2019, at 7:18 pm, jyoti ghosh wrote:

Why this has been cancelled?

...

On 07-nov-2019, at 7:12 pm, lenskart wrote:

Dear customer,

Warm greetings from lenskart.com!

Thank you for giving this opportunity to assist you.

This is with reference to your order #[protected].

We wish to inform you that as per the records the order stands cancelled. Also, we can arrange a callback from order assistance team within 24 hours in case you are looking for any further purchase. Please revert for any further clarification required.

Please get back to us for any further assistance and query and do not hesitate to share your thoughts and feedback with us at any time. We are here for you.

Thanking you,
Lenskart support team
...
On 07-nov-2019, at 12:01 pm, jyoti ghosh wrote:

Hi mamta,

Thank you for the confirmation email. I did speak to one of your agent named ‘riya’ about it last evening & she confirmed that i’m going to get the 50% cash back offer on the new oder (See her her below).

Upon receiving her confirmation, i’ve placed a new order (Id: [protected]) with the similar product (Id: 123676) yesterday evening & hopefully this time around i get the order as per the scheduled delivery date.

I would request you to look into this to avoid any further issues.

Thanks & regards,

J ghosh

M. +91- [protected]

...

On 07-nov-2019, at 12:34 am, lenskart wrote:

Your opinion matters

Dear j. Ghosh1110,

Let us know what you think – help us improve your experience
As a valued lenskart customer, your views on our services are extremely important for us. Our records indicate that you recently contacted lenskart with reference to ticket #9883488. It is our goal to provide you with a superlative experience and would appreciate it, if you would complete our survey to tell us what you think.

Your feedback, time and thoughts are greatly appreciated.

https://www.surveymonkey.com/r/N6TL3TL?a=9883488&b=Lenskart in/out calls&cust=mamta deswal&d=sumit. [protected]@lenskart. Mobi

— — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — —

Please do not reply to this e-mail. Lenskart.com will use your responses together with existing data to improve our services. We may contact you further to discuss your responses.

Please note, this survey is not a formal complaint channel. The information you provide in this survey will not be used to investigate a specific complaint. If you wish to make a complaint, contact customer services to speak with a customer experience specialist.

...

On 06-nov-2019, at 11:21 pm, lenskart wrote:

Dear,

We have replied to your ticket, id - 9883488.

We hope that we were able to address your email in a timely manner. Should you need any further information regarding this ticket, please do not hesitate to contact us. We hope that we may continue to rely on your valued business.

Sincerely,

Lenskart support team

...

On 06-nov-2019, at 5:35 pm, lenskart wrote:

[order reference #[protected]]

Good evening,

We wish to inform you that you will be receiving 50% cashback gift voucher under the diwali offer once you will be placing the new order. The cashback would be given according to the amount of the previous order only ([protected]).

Please get back to us for any further assistance and query and do not hesitate to share your thoughts and feedback with us at any time. We are here for you.

Thanking you,
Riya
Resolution officer

...

From: lenskart
Date: 6 november 2019 at 3:37:17 pm ist
To: j. [protected]@icloud.com
Subject: re: [protected]: order status
Reply-to: lenskart

[order reference #[protected]]

Good afternoon,

We wish to inform you that our concerned team tried reaching you at your given contact number but there was no response from your side.

Further, we request you to share your convenient time and alternate contact number, so we can arrange a callback for you. The callback will be arranged to ensure better assistance and on-the-spot query resolution. This was in regards to the last order cancellation and assistance for placing new order against the same.

Please get back to us for any further assistance and query and do not hesitate to share your thoughts and feedback with us at any time. We are here for you.

Thanking you,
Mamta
Resolution officer

Sir,
Incimpetant optometrist are there in the showromms in guwahati. I placed an order for powe glass. They checked my power and i placed the order. But after receiving the lenses i found the glass as bifocals type where as i order for progressive. So i went again to complain and they checked my powe again and the power again changed. Again when i receive the lenses, i found the same peoblem.
Please help.
Debabrata das barman
Guwahati. Assam.
Contact no.[protected]

Dear team,

It has been more than 50 days that i have raised an issue/ticket at lenskart, rmall (Mulund) for the replacement of glasses that i purchased from delhi.
The glasses became hazy and yellowish after few days o[censored]se.
The service at mulund is so pathetic and unacceptable that i still did not get my glasses back.

The store manager amit gaikwad is just making false promises stating that it will be done in 3-4 days. Today was the 6th or 7th time that i personally went into the store asking for the replacement but to no avail. He is making the same excuse about some pending approval for the last 5 weeks.

Whats even more disgusting that he constantly says that he will call to give me the update, but his call never arrives.

I would like quick resolution to this issue. Please help.

The issue that i have experienced was: i have gold membership on [protected].

I have selected 1+1 glasses from vincent chase.

Gold membership is not getting applied on second pair. Shop person called area manager and he gave codes.

No codes were actually working

Shop person told me to buy other gold membership on new number.. This is rubbish.. We paid 600 for gold membership and...

Sir.
Im submitting the complaint again because i am not getting any response against my last complaint.
October 15th i got parcel of 2 spectacles from lenskart. Then returned it. Then after inspection at october 28th lenskart issued my refund. And according to their rules they will refund it on the debit card i used within 10 days. Today is 11th day. I have checked my bank account more than 10 times in last 24 hours.

Im not getting my refund of 2600 rs. 2600 rs is a student like me is too much.
Please please solve this. Please.

My order was made by the phone no [protected]

I order two spectacles and returned it because of power issue. Lenskart issued refund at 28th october and promised me i will get my refund within 7-10 days in the debit card with which i made payment.
Today is 10th day. I still not get my refund.
I checked my bank account too, i still didnt get any kind of refund. 2600 rs for a student like me is too much. Please help me. I beg u!!
My lenskart id is active with this phone no [protected]

I visited lenskart siliguri and the sales girl in the shop was the worst ever . She was abusing screaming shouting calling me names banging the tables and pussing chairs around . It was the worst sales person i ever met . She was abusing me calling names and when i questioned her on why shes being so rude and abnoucious shes telling me that i boughy some ### frame for her to put lense in and that im a cheap person and i shouldnt be comming to lensekart if i cant affort a new frame she was making coments about my upbringing and my manarisms when it all crossed a limit i demanded to talk to the manager then i was told that hes out of station and there was no one encharge .the lady was also being rude with other customers around .let alone be polinte she was being so angry at evrything and screeming at me . Even when her coligues interviened she was still screaming at me It was one of the worst experiances i ever had . I do undestand that people hav there own issues that they face in life and it must be difficult at times but i dont want that any other people who visit lenskart siliguri who visit there outlet to face any of what i faced . All i want is if you all can give her a strict warning to her . So that ypur comapnies name dosnt get defaced after all she is represent your company . Directly or indirectly .

I have ordered two boxes of contact lenses from lenskart store on 29.10.2019 and expected delivery was 01.10.2019 but till today there is no status for the same and after reaching out as customer care they have no answer and days that the item is not available at warehouse..
The order was required urgently but I am helpless

Order I'd no - [protected]

I have 2 eyeglasses of lenskart and all of them have same frame. One of the frame got breakage with just opening it. And within 3 months of purchase.

I am sure breakage was not due any manual force. When i mailed them, they told that breakage don't cover under warranty.

I also visited store and they replied same that this is not cover under warranty.

So within 3 months, frame hinges broken without any accident or force.

I suggest all, don't go with lenskart for frame quality. And their warranty is only for attracting people.

I have bought two spectacles of john jacobs but i can't wear it inspite of investing 6500 rs... Their fitting problem is seems to be permanent.. I go to the lenskart for a solution... They fixed the problem but when i come to my room the same problem appears.. Then i called lenskart and they told me your power is 0.5 more than the power boundary range of these spectacles... Then why they don't tell me at first?? 6500 rs is not a small amount for spectacles... I need some solution...

Sir,

I still have problem (My head aches while working on desktop in normal distance) with the specs that i have purchased 7/8 months ago.
When i complained first time in 15-20 days they took back the specs from me and returned in 2/3 days claiming to have repaired/rectified the specs. But, with the prolonged compliant, i again approached them in 8-10 days when they did not respond properly saying the specs had no problem and that i needed to get made another one for reading purpose only

With the head ache continuing using the specs at computer, i would like to go for a new one from somewhere else. I thought i would lodge a complaint with you against lenskart, airoli, navi mumbai (Contact no. [protected]) for putting me in big trouble and not resolving the problem.

The problem is so severe that i feel very uncomfortable. My eye, forehead and upper portion of my rear neck ache at whichever angle i try in front of the desktop.

Please look into it and do the needful.

With thanks in anticipation,
Yours truly,

(Joseph c k | [protected])
[protected]@gmail.com

Hello team,

I had visited lenskart store yesterday morning 11am at tembinaka thane west branch and i purchased it from same branch only. Store executive has taken some pics of broken frame. The frame is broken at right side and also have crack on right side bottom of frame. Request you to please check this on urgent basis as i have eye sight problem and provide new frame on priority basis as this is product quality issue. Later on i have called more than 10 times to speak with store executive ms. Devshree in evening 7.30 pm but not a single person is receiving call. Store ececutive told me to call back us around 7.30 8 pm so when i called them no one is receiving my calls. From your team what type of comments i got yesterday is "within an hour we will will respond / update you through call" but since morning i am running behind you / your team to get proper update but still no proper response from your side. I had purchased specs 9 months back and it damaged and it is in warranty but not getting any proper update from your end. They are even not receiving any phone calls with my phone number and then i called them with another number they received it within 3 rings. They make false promises and you are not undrstand the situation of customer. Please check this nd confirm asap.
Ticket has been raised for the same.
Ticket number : 9773287
Order number : [protected]

I had sent sent so many mails to team but not receiving revert as well.

I have visited one of the Lenskart showrooms when I visited hometown (INDIA) in UP, Lucknow Gomti Nagar Patrakarpuram store for the eye testing and to order the specs for myself and the optometrist in the store tested my eyes and I don't know how she is recruited in such a good company as she didn't have any of the knowledge regarding the testing and zero communication skill, she gave me the wrong figures for my refractive errors eye vision and asked me to order the eyeglasses and such a bad response from the employee optometrist as no knowledge of the eye test, I would score her service 0/10, kindly send message to the concern employee ridiculous employees hired by Lenskart.

I have recently purchased two spectacles for my family from lenskart shahid nagar, bhubaneswar (Order no[protected]. During the purchase the sales representative promised us free repair and delivery during any problem related to the spectacles. The frame supplied by the seller is so fragile that it broke within 24 hours of delivery. The frame has been given to the seller for necessary corrective action. Now even after 1 month, the seller has not returned the spectacles. Even after so many phone calls, the concerned store is not giving any positive response. After several follow-ups, the franchise has agreed for the delivery with an extra cost of rs 500. This is my first experience with lenskart &experience is so frustrating. Lenskart is considered as one of the most renowned brand. But the customer support is really bad. Even the quality of the material is substandard. They failed to deliver their promises. This is not the kind of value for money what i m looking for. I would like to draw the attention of the senior management of lenskart to look into this. I will not recommend others to choose lenskart in future.

I have 4 eyeglasses of lenskart and all of them have same frame. One of the frame got breakage with just opening it. I am sure breakage was not due any manual force. When i mailed them, they told that breakage don't cover under warranty. As per them i have no other option just to buy a new eyeglass. Although i have blu lenses in that frame which are proper.

I have purchased 2 Oakley frames at your Store located at Inorbit Mall, Vashi via Order Ref.:[protected] dated 15th September 2018. The said products were under 2 years warranty. Within 6 months of the purchase one of the frames was showing durability issues... that is, the frame become loose and getting dropped lower on the nose... and also one of the rubber grips on the frame got split at one edge and keep on giving away.. that led to the hair getting tangled and pulled. I took the said problematic frame to the lensekart show room from where i brought it and explained my issue. I pointed out that the product is under warranty and asked her to raise a replacement request. The sales person said, replacement is not possible/necessary and instead she took it for repairing. When i was prompted to collect the item, i was disappointed that the rubber grip was not replaced and she said the spare part was not available so i have to just cut off the split edge and use it! It never solved the problem but i continued managing. Again for the second time i took the product for fixing when one if the lenses dropped off because the think hair like wire that was holding the lense snapped. Again the same sales person took it in for fixing and again when i enquired about replacement she rejected my request and was rude in her interaction too. When I got the item after fixing i noticed that the job was shabbily don't the end of the frame wire was protruding at one spot which was rubbing against my skin at the side of my eye. When i was describing this to a salesman at another lenskart show room, he suggested me to ask for a replacement request since the product is still under warranty period. He instructed me to return the product with its original cases and i did so. This happened about two months before. After that less than a month back i got a call from the Inorbit lensekart store that my service request regarding the Oakley frame is ready and i will get a confirmation call the next... which never happened. I waited for few more days and visited the store for any development. The personal at the store couldn't give me a proper reply or explanation on my service request status. I had to return without knowing what's happening. Yesterday I called the store again and enquired about my issue. They said the they have information that product ( don't know if it's a total replacement or fixed one) was sent to the store a month back but they haven't received it yet!!! Today i got a call from the store asking for the OTP sent to me... i shared it with them.. From what the person told me, I understand they are issuing me a lenskart store credit!!!

I want know what in the name of god happening with this pathetic customer care?! I am 50 years old in artist profession and i need my glasses very badly. I had been managing with my old spectacles all this time and I cannot tolerate this nonsensical attitude by lenskart people anymore. I bought an expensive frame and i just cannot let go of my hard earned money being taken for granted by lenskart. I demand an immediate redressing on this issue and also some responsible written communication from the concerned technical/ administrative personnel from lensekart. If this issue is going to drag without any proper action, I have just one last option to report this to consumer court.

Saraswathi Mudaliar
[protected]

I went to lenskart store at attapur, i ordered 2 spects with frame +lenskart blu lenses. The amount i paid is 4628. After coming home i saw the same frame+lenskart blue lenses in lenskart.com app, the cost was only 2084.
The store took more money from me and i am the gold member in lenskart.com. Please refund my money if the cost is less than what i paid.

I ordered 2 specs of brand vincent chase vagabond with thin lens (British optics brand as told by lenskart) for both the specs from lenskart store.

When i went to the store for ordering eye glasses, lenkart associates were insisting me to go for thin lens because of my high power.

When i asked for the brand name they told indian brand. When i asked again which brand specifically, they told british optics. What kind of foolishness is this!!

They told the index of this thin lens brand is 1.74 which is quite less than 0.2 of international brand ultra thin lens (Little costlier). So i thought if i opt for thin lens it will be thinner and light weight than my currrent one which is blue ray cut lens with almost same power which i got it from lenskart only 2 years back.

When i talked with one more lenskart associate, he told index of thin lens is 1.6 and not 1.74 and they were confusing me.

This clearly shows that how lenskart is fooling customers.

Lenskart associates itself dont know what kind of products they are selling to the customers and they are not in sync with information of the products. How can they expect customers to buy it without knowing the product completely??

Since my power is little high i wanted to go for thin lens and thinking that it would make make some difference for the huge amount i'm paying.

I paid 6, 308.00 rs in total for both the specs having thin lens and ordered it in the store and gave home delivery option.

This involves extra 2k compared to normal blue cut lens and also lenskart membership card of rs 600 which i'm never going to use it for the rest of my life!!

Despite all this, when the specs got delivered and when i tried, i was utterly disappointed and shocked.

There was not even a small difference in the thickness of the lens. Unfortunately, thickness of the ordered lens is more than the current one. This is for sure not a thin lens and appeared to be normal blue cut lens with cheap quality for which i paid 2k extra and got cheated.

I called the lenskart store from where i got it and complained about the issue and asked for complete refund.

I was arguing how can i validate the index of the specs for me to believe it. He lighlty said there is no instrument as such, and he sent me the order summary where it was written 'bluecut fully loaded anti glare thin lens'.

If thats the case anything can be written on the order and easily fool customers. And also the box in which the specs were enclosed, there was no where mention of 'thin lens' on it. This is pathetic!!

Complaints does not end here. One more was on my way.

When i went through the order summary and saw the power prescription, there was one more shocking news to me. Both the specs had wrong prescription for the left eye. I even got head ache for wearing it all day.

When one of the lenskart associate was entering prescription details from the one which i had got, i cross checked with her, she told she has entered all the details correctly.

Lenskart has delivered specs with wrong prescription and with wrong index. How can this be acceptable? I did not expect this from lenskart brand.

This clearly shows lenskart's negligence level and not caring about customer's eyes.


I need refund for my product after all the above incidents that has happened to me.

Please do the needful.

Very bad and worst kind of experience.!!!

Lost trust on lenskart completely.
Will never suggest anyone to buy from lenskart!!

Hi,

It has been just 8 months that this piece of product made me visit your andheri west store twice.

Even after purchasing product from lenskart for 2nd time the satisfaction is nil.

After promising me the best quality frame and some blue lenses i purchased the product considering the brand, service and so called offer which eventually made me to take the decision.

The worth of this product is totally 0 as after purchasing first i visited andheri west amboli store for some screw came out within 3 months and after it was fixed and again false promise made that there wont be any problem but, i started facing problem again then my right lense just came out of frame and dropped on floor which made me visit the store again last week. I told the store sales person im really facing bitter experience with the product and need replacement. He casually told that they have raised the complaint and would revert me or call me in 24hrs. It has been more than 72 hours no one bothered to inform me the status. I asked the store manager if he wants me raise complain he told its not required.

Finally im left with no option but to write this to you when the right lense again dropped on floor and chip of lense came out. I'm also attaching pictures of it.

Request you to promote some genuine and ethical service offers rather than just fooling customers with 999 offer if such bad is the product.

Hope ill get to see some action only if you value loyal customers who has trusted and purchased from lenskart time and again.

Name : harshranjit singh
Number: [protected]
Order #[protected]

Thank you.

I use the specs occasionally, but really let down with the quality. After spending so much money (More 5000rs and occasionally use) still got the frame which was of very poor quality. Guess won't be able to trust lenskart or oakley and will keep this in mind in future purchases or referring some one to buy frames.
Check the picture of the frames that too after using it very sparsely. You can verify this by the colour or general look is the same but it shape has worsen very badly. Note the alignment of earpiece and gap between them.

Very bad customer experience!!!

Naved
[protected]