[Resolved]  Lenskart — Frustrating journey with my order ([protected]) because of wrong address provided by support team and no kind of support

Address:	New Delhi
Website:	Lenskart App

Hi,

My father recently went through Cataract surgery. I ordered an eye glass for my father from Lenskart app. We uploaded all the information in the application (prescription, PD) and made the payment. We selected the nearest Lenskart shop address so that my father can go and check the eye glass in the shop and in case of issue it can be fixed there. App was not showing any issue in the order (order id: [protected]) and provided the date of delivery on 19th December 2022.

On 19th December 2022, the date we were expecting the delivery, I got a call from Lenskart support that the PD (pupil distance) is not uploaded. Fine, we accepted that there could be some glitch in the application. So, we provided the PD information over email. Now, there was duplicate order created (Order Id: [protected]) and the previous order was cancelled. Everything was done by the support team. Even for this order we asked to get it delivered at Lenskart shop so that my father can get the issue fixed, if there will be any, in the glass.

Now, on 22 December 2022 I got a call from the delivery guy asking for the delivery. I told just deliver at the shop we will collect from there. Delivery guy reached the shop and shop refused to accept the order. Now the delivery person called me again saying they are not accepting the order and we are taking back the parcel to warehouse.

Meanwhile, I contacted with Lenskart chat support asking to change the address. They refused to help saying we need to get it done from the delivery partner. I even asked to any email or number where I can escalate the issue. Chat support told me this is the highest level of support we can provide.

On 23rd December, I tried to update the address on tracker.narvar.com. But that site was throwing the error multiple times. I called the same delivery guy and asked if he can deliver to the address if I provide one. He gave his mobile to his superior and we had a talk. I asked for any solution to change the address. He started talking rudely first, so I asked why are you talking so rudely. I am trying to find a solution so that I can get the parcel. He calmed a bit and told me there is no way I can get the parcel now. I need to forget about my parcel. I will be returned. If I need this parcel, I need to provide the ID proof of the address provided in the parcel. I asked him, how can I provide shop address ID proof. It is Lenskart shop address. He told me, if I can't he won't be able to deliver this and it will be returned.

Now I called again to Lenskart customer support number. I explained the issue again to the support executive. I asked, if he can change the address to my home address. He asked for the order id and told me that he is redirecting to the other team. I said fine. I waited then I started hearing automated message to select the number and the call got disconnected.

Right after that I got another call from Lenskart from some sales lady asking, I am surfing through the Lenskart app how can she support me in buying the order. I said, I am not trying to buy order. I am trying to reach support team for an issue. She told me to explain the issue and I did. Now she also told me that she is transferring the call to support team. Same thing happened again. She redirected, I started hearing automated message and the call got disconnected.

It's been so frustrating journey so far with Lenskart. I admired Lenskart a lot with the level of service I received in Bangalore. But this one is so frustrating that I don't know what to do. I don't know whom to reachout. Everyone is simply refusing to help.

My father went through Cataract surgery and I needed this spect as soon as possible so that he can validate with Doctor again. Here, it's not only getting delayed but I have to talk with a lot of irresponsible people with no intent to solve the problem.

I am raising this concern because I couldn't find any way to reach out to their higherups and point out their irresponsibility and lack in their service.

I have even emailed to their support team but didn't hear back from them yet. Please help me in solving this issue.

Thank you!