The complaint sent to lenskart is unresponsive, hence, chosen this forum to highlight the complaint.
Warrantee repair replacement for defective frame
Yahoo/Sent
debashish das chowdhury
To:[protected]@lenskart.com
21 May at 2:12 PM
Dear Sir/ Madam,
I am getting in touch with you regarding the order No --[protected], eyeglass purchased from H B Enterprises Lenskart store, Faridabad on 18.11.2017. Refer details :Golden Tortoise Rimless Rectangle Medium (Size-53) John Jacobs Supreme Steel JJ 0033-C23 Eyeglasses;Product Id 120041.
This is a rimless spectacle the glasses held by 4 pins with a tie bar. Each glass is supported by two pins with the tie bar. One of the eyeglass (left) has developed a problem of moving around the axis of the holding pin . I have taken this to lenskart store, HB enterprises and contacted Mr Mandeep singh and asked for solution.He said maybe one of the pin out of two pins on left eyeglass has come out or broken so it is moving on the axis. I asked him for replacement of frames as I feel It could be manufacturing defect ( improper fixing of tie bar and glass)and not noticed earlier. Also, as all other lenses and point of contacts are in perfect order. Further, It was noticed during examination that the point of contact with the glass and tiebar is very delicate and surprised such was not informed to us during the purchase of the eyeglass.( the actual contact of glass and frame contact neither shown nor impressed upon during purchase)
Anyway To cut the matter short I asked him to replace the frame with alternate frame so that glass can be used. He says it cannot be replaced and I have to pay full price ie Rs 4500 and take a new glass.
I find it strange that lenskart store refuses to consider repair or to take any responsibility for item sold by them. The responsibility squarely lie with them to inform the design to show the weak points to customers for proper care and if at all only one pin is dislodged or broken could cause total loss of Rs 4500. Also, it does not accept the manufacturing or quality fault and pushes everything to the customer. I think this approach if being propagated by lenskart is wrong.It erodes customer trust on the brand.Lenskart should seriously look into the design if it cannot be repaired at all then it is like some 2mm plastic pins holding the Rs 4500 pair to ransom. I request you direct the store to replace either my frame or the glass under warrantee ( whichever convenient) so I can continue to use it. I also request you to check the strength of such pins or fixing arrgt. holding the glass to keep your customer from moving elsewhere thinking they have been duped either by the store or the manufacturer. I am enclosing the photo of the pin arrgmnt just in case you need clarity. Eventhough it is under warranttee and I expect free replacement I am willing to pay some nominal amount for service charges if you so demand.
I request you look into it seriously and looking for expeditious and positive reply.
Rgds,
D D Chowdhury
[protected]
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