Verified Support
May 19, 2019
Lenskart Customer Care's response Dear Customer, we apologise for the inconvenience caused. As discussed, we request you to kindly allow us some time so that we can investigate the matter from our end and soon we will give you the next update on this.
Jun 01, 2019
Updated by satishprasannan After almost a month of talking to their customer support, they've kept repeating the same excuse that they've shipped the order. The fact is, the product has been out of stock ever since my payment was taken. It looks like they've created a bogus shipment to show order fulfillment. As noted in these forums, many other customers have faced similar issues. So this isn't a first with them.
Rather than offering a replacement or refund for an order that wasn't fulfilled, they had the audacity to tell me that they'll offer the best discount on my next order. This is again, a common practise with them as other customers who've claimed for warranty of substandard quality products have received a similar response from them.
When I asked about evidence of shipment, they claim that the only evidence they have is cctv footage, which isn't credible evidence as a cctv clipping doesn't prove that it is my order that's being shipped.
While I didn't notice anything suspicious with the external packet, which is what I also informed bluedart when I enquired with them, there was no lenskart tape or seals on the boxes inside. Their empty shipment form suggests there should have been a lenskart seal on the box as well as brand packaging. When asked about this, they've failed to provide any explanation as to why there was no seal.
From my understanding, either they didn't have item in stock and they've created a bogus shipment, which is most likely as the product has been out of stock since order date. Or someone in their team of has messed up, and they're actively trying to cover this up while ensuring they're not at a loss.This is definitely a company where customers shouldn't be buying anything of higher value as its better off shopping at a local optician's store. Saving a few hundred rupees by shopping on their website isn't worth the hassle if something goes wrong.
I've been patient with their support team so far and have given them an opportunity to resolve this by sending me a replacement instead of a refund. But they've failed to provide a positive resolution yet.
Jun 04, 2019
Updated by satishprasannan On Sunday, June 2, I received a call from someone within the company who was very rude and informed me they can't help me with this matter because I informed bluedart that I didn't notice anything suspicious on the outer packet.
When I asked about evidence of the item being handed over to bluedart, he denied having any information as such but continuously insisted that they couldn't have made a mistake. When I enquired as to why the internal boxes weren't sealed as mentioned on the form, they failed to offer any response.
Also when asked about why the item has been out of stock indefinitely from the point my payment was taken, they didn't provide a satisfactory response to this either.
They've dragged this for over 30 days and have not offered a replacement or a refund.
I am at a total loss without the product I ordered or my money. Kindly help me in this regard.
