[Resolved]  Lenskart — pathetic customer care

I ordered spectacles in Lenskart store at Phoenix Mall, Chennai on 29th-Sep-2018. I eventually had to check my eye power in the store. During power checkup, the respective person had tested my eyes with various combination of lenses. I felt dizzy and uncomfortable with it and I had mentioned to him too. But he convinced me that, It adaptability issue of my eyes and it would take time. I obliged and paid for order and left the store. After a week time, I collected the product from store, and told him, I feel uncomfortable with the lens. But he convinced me to wear that specs for 1 week, resulting in Eye irritation and Red eye. I had to visit the store to exchange it. After long explanations, they accepted to exchange it and wanted to re-check my eye power. Its only after the second eye check up, they realized about the wrongly recorded eye power. They kept my specs in shelf and promised me for an earlier exchange, which would last for 2 weeks. I agreed and left.

Next week, incidentally I visited the mall, and I decided to check up on the updates of the exchange process. That's when I found out, they completely forgot about this and the specs is still there, where it was placed earlier. I was upset and the manager promised me to process it that day and would make sure, I would get my product ready in 1 week. Nothing happened. From there every week, I had to call the store to check on it, and every time, they have the same reply stating, "Its in progress". One day, I lost patience and I called the Store again, where Store manager gave his personal number to enquire and know about the order status, which was an utter waste. Because, whenever I call him, either he would be out of office on personal work or he would be busy.

After 40 days, On 18-Nov-2018, I got the call from Vinoth (lenskart employee), informing me that, they have lost the latest power card. He further asked me to visit the nearest Lenskart store, get and eye check up done and share the pic of the power card. I was upset and I had done what he asked me for. I shared the power card to him over whatsapp to his number on the same day. Then next two consecutive weeks, I again called to enquire on the status, and I was not given and appreciable response.

On 30-Nov-2018, I got pissed off. I called and enquired details for escalating the whole store. Then they found the seriousness of this, and promised me to deliver the product in 3 days. I obliged and accepted it. I checked on him on 3rd and 6th of December, still no valid information. I got pissed off, and I was intimated that my product is ready on Dec 8th. I already lost my patience. I gave the product for return on 7-Oct-18 and I get my product back on 12-Dec-18. It took approx. of 60 days, only after multiple visits and phone calls. I am totally disappointed with their reckless service. I want to escalate the higher management and se through this.

To summarize,

1. The eye check up was done by inexperienced guy, who recorded the wrong eye power.
2. I was forced to wear the defective glasses for 1 week, that resulted in eye irritation and red eye.
3. Product was given for exchange on 7-Oct-18 and the exchange process was initiated on 18-Nov-18.
4. Lost of Eye power card, as I had to visit the store again for power checkup
5. No proper communication, and had to call 4-5 times, for someone to pick up a call
6. I was promised with compensation and earlier delivery, and I was cheated.
7. Worst management and Customer care. highly reckless and no process followed.

Store details : Lenskart, Phoenix Mall, Chennai
Store Associate details : Vinoth ([protected]/[protected])
Store Manager details : Sidharth ([protected])
Order ID : #[protected]

As proof, I have the messages from Lenskart and whatsapp chat with Vinoth.