Lenskart — Excess amount charged - refund not received

Address:

Lenskart Solutions Private Limited Connaught Place K 26, Ground Floor New Delhi, DL 110001 India Level 1: [email protected], [email protected] Leve

On 14th January, I placed a return request for an order and received a refund for this return of INR 1512 as store credits on 24th January, to be redeemed against a new exchange order that was to be placed by me.

On 24th January, after I placed this new exchange order (#[protected]), I was charged an excess amount of INR 338, which was not supposed to be charged.

On 24th and 25th January, I contacted the customer care team to get a refund of this excess amount of INR 338.

On 27th January, I spoke to Harsh Raj from the customer care team over the phone, who acknowledged that this amount of INR 338 should not have been charged. He informed me that I would have to cancel the order to get the refund of INR 338 back to the source account, and the remaining amount of INR 1512 as store credits, and then place another order for this excess amount of INR 338 to be offset via a gift card. I agreed to the same and asked him to stop the shipment immediately and initiate a refund of the said amount at the earliest. He said that the shipment of the exchange order would be stopped by the end of the day on 29th January and the refund of INR 338 would be refunded back to the source bank account by the end of the day of 8th February along with the store credits of INR 1512.

On 28th January, however, the shipment was delivered to me and even if I want to return this order myself it is showing me on the Lenskart App that I would only receive a refund of INR 338 and not the store credits worth INR 1512.

On 28th and 29th January, I tried to contact the customer care team again via email but they failed to provide any resolution.

I urgently require my eyeglasses and this back and forth has been nothing short of harassment.

Expected Resolution: Kindly help me in getting a refund of the excess amount of INR 338 that I have paid back to my source account only.

Relevant screenshots and documents are attached.