[Resolved]  Lenskart — late delivery, defective eyeglasses & deficiency in services

Address:

Faridabad, Haryana

I had placed an order for two eye glasses a) brown tortoise full way
B) matte gunmetal black half rim, vide # [protected] dated 22/10/2017 from lens kart rajnagar ghaziabad store & made a payment of rs 11424/- there only.

Against the same i recd a mail from the company that the same will be delivered by 3/11/2017. On 3/11/2017, when i didnt recd any information regarding delivery of my order, i called at the store & was told that they haven't recd the product from the warehouse yet.

On 4/11/2017, i called at customer support & aired my grievance. The executive assured me that the delivery of the same will be done in two three days. Also she assured me that i will be compensated for the delay. A ticket #4869727 was created by her.

On 7/11/2017, i got an sms to collect my order from the store. On reaching there, when i recd my order & upon checking the same, i found problem in vision from matte gunmetal black half rim eyeglasses, (Images were seen tilted) which i informed the staff over there.

Upon checking the same he told me that there is some fault in making of the lenses & also assured me to get the same rectified from the company at the earliest, to which i agreed.
Next day on 8/11/2017, i called at your customer support & aired my grievance. Subsequently a ticket #4891902 was created by the executive. She also told me that store credit for 50% of the bill value will be given as delay compensation & the same is under approval.

On 9/11/2017, i got a mail from your end confirming a store credit of rs 1558/-

Within in minutes i got a call from your store asking me to confirm the otp that i must have recd on my phone. I asked the reason for the otp to which he he told me that in order to rectify the problem the eyeglasses are to be replaced by a fresh order & for the same you have recd the store credit & this credit is to be used for placing new order & also told me that the same is their internal process only.

Now, i again called the customer service executive to get the status of my pending store credits, but was astonished to hear that the same have been lapsed, reason being i have returned the order that i haven't done.

Again after complaining to customer care deptt, they were adamant that since i have returned the order there is no point to issue store credits. However after many calls they confirmed store credits of around 1200 to be given instead of 5500.

Again, on 21/11/2017, when i went to store to collect my matte gunmetal black half rim eyeglasses, on checking i found the vision blurred from my left eye. I immediately complained for the same to the staff over there. They suggested me to select another frame citing reason that the problem could be because of the frame.

I again complained for the same at their customer care executive.
She again told me that since i have returned the order then there is no question of any compensation. However after much arguments she offered me a compensation of 300 store credits.

The same glass has been returned to the company twice due to company's fault & the company is treating the same as i am deliberately returning the product.

Now even after one & a half month i am unable to get my glasses even after paying advance

Now can any one please tell, if there is any manufacturing fault in the product & have been highlighted right during the time of delivery, rather the store itself acknowledged the fault & kept the same with them to get it rectified, then where is the question of returning the product arises? Returning means that i don't want the same & would like for the refund to which i have never opted for.

One point is clear that i have not returned the product & it is the duty of the company to replace the faulty product at their end, so there is no question to lapse my store credits. The company should give me the same as earlier promised.

When the company is at fault then why should i suffer? If i was to return my order then why should i return only one eye glass & order for the same again? The company is obliged to get the fault rectified by any how.

Thanks
Mritunjay sharma