Lenskart — Damaged lenses while pickup. NO resolution for 2 weeks.

Address: Shop No 142, 1st, Phoenix Market City, Mall, next to Raymonds Showroom, Indira Gandhi Nagar, Velachery, Chennai, Tamil Nadu 600042

I own a Lenskart Air frame from 2021, and recently on 18th Aug 2026, I've ordered a lens replacement on my frame. I ordered Owndays Japan BLU+iShield+Photochromatic non-breakable lenses. I picked up the order from Phoenix Whitefield Bengaluru store on 27th Aug 2026. I used the glasses for 1 day and on 28th Aug, the lenses broke from the punch hole part of my rimless frame. Later the Lenskart store in Phoenix, Chennai confirmed that it was a manufacturing defect. So, I placed an exchange order for lens replacement on 29th Aug at Lenskart store in Phoenix, Chennai. They took 5 days to fulfill this order and I went to Phoenix Chennai store to pick up my glasses on 3rd Sep 2026. To my surprise, the lenses were already broken at pickup, now at a different point. This is highly non-acceptable, how can lenses break without use and that too non-breakable lens.

The store asked me to not raise a complaint and told me that they will send the order back to the lab internally and fix the issue and will give back my lenses after two days. I told them that I have lost faith in the quality of Lenskart and don't want a replacement, I want full refund for my order and don't want any more engagement with this company and store. They refused my request and told me that they can't issue a refund and can only exchange it. The store manager kept on saying me "give me two days sir, just two days, and I will fix this and give your glasses back". I agreed with him and accepted his request to wait for two days.

I called the store after two days, i.e., 5th Sep 2026. The store manager said, which I anticipated already and that is why not agreeing to it earlier, "we need some two more days sir to fix this", I called again after two days, i.e., on 7th Sep 2026, the order was still not ready.

Today when I writing this, i.e., 9th Sep, 7 days have been passed and I still don't have my glasses back. Now the store also stopped responding.

This is such a bad experience and and distaste with Lenskart that I will never ever again buy anything from this pathetic company which doesn't have a basic respect for customers. I will also ask my family (who all use Lenskart products) to stop using them and switch to other better options in the market.

I requested a full refund for my order with the customer care and they also refused it, the store also refused it. I don't even have my fames back which I own.

With this complaint, I request a full refund for my order and compensation for my inconvenience caused to me by Lenskart. I am in trouble for last two weeks due to Lenskart.