[Resolved]  Lenskart — Product not provided despite advance payment

Address:	New Delhi, Vadodara, Gujarat
Website:	lenskart.com

I had visited the Lenskart store at Genda Circle in Baroda, Gujarat on 6th May 2022 and booked a progressive lens glasses. My order number is Order: # [protected]. I was suggested to buy their membership for 2 years which allowed me to get another pair of extra glasses in the said amount of Rs. 6308. I paid Rs. 6308 for the two products mentioned below and I was assured a home delivery of products by 14th May:

Vincent Chase 152471
Size : Narrow-133 mm
Black Tortoise Full Rim Cat Eye
Normal Corridor Progressive Lens Package
Progressive Blue Ray Blocker for PC / Phone users

and

Vincent Chase VC 149052
Size : Medium-137 mm
Black Transparent Full Rim Geometric
Normal Corridor Progressive LF Lens Package
Photo-Chromatic Coating (For Power below 6)

While booking the order I had mentioned that I would be traveling out of the country by 16th May 2022 and I was assured by the store that I would receive both my glasses by 14th May 2022. I received the Vincent Chase VC 149052 soon after in 2-3 days. However, I have not received the Vincent Chase 152471.

Since past few days I had been getting sms on my registered mobile number about the product delivery happening on that particular day but I did not receive the product till date. I made several calls to Lenskart customer care and I was assured that my product was dispatched and I would soon receive it. I was getting stressed because of the delay as I wanted the glasses before leaving the country on my trip. On 14th May I got a sms that my glasses have been delivered whereas I had not got them. I panicked and called Lenskart customer care and they took down the complaint. But within an hour the complaint was closed stating that the product has been delivered. I made a call once again and asked customer care why my ticket was closed and I requested to talk to their supervisor. The supervisor told me that they will have to conduct an investigation as their delivery partner claims to have delivered the product (all this without any proof of receipt or signature from the customer). The supervisor said that he needed time to conduct the investigation of 3 working days. I demanded for a refund or a quick delivery of my product as I was leaving for my trip and could not wait for 3 days. But he told me that it was not possible before the investigation. However, today even before the investigation has begun the supervisor has closed my complaint without any further clarifications.

This whole transaction has caused me a lot of stress due to constant follow up, loss of money, and trust in a leading brand that is cheating its customers along with its delivery partner.