[Resolved]  Lenskart — defective oakley frame

Address:

A-8, RH-2, Sector-6, Vashi, Navi Mumbai, 400703

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]