Lenskart — Progressive specs

Address: Rajarajeshwari Nagar, Bangalore

Website: www.lenskart.com

My name is Prashanth MJ, resident of Rajarajeshwari Nagar, Bangalore and Gold Plus member of Lenskart. In fact, both my children are also Gold members and we have been giving business to Lenskart for more than a decade.

Recently in the beginning of the month on Jan 12th, I visited Rajarajeshwari Nagar Lenskart store, selected the progressive lens and requested them to prepare progressive lens specs for me as my power has little changed.

I was asked to pay Rs.3500/- which I paid in credit card in the store and the payment was successful. However, the store Manager, Ritesh and the staff were struggling to enter the order in Lenskart application and they requested me to give OTP 4 to 5 minutes which I think was very strange and I started doubting if they know what they are doing. Despite giving 4-5 times, they kept telling that their application has some issues and will be resolved the next day and they took 4-5 days for delivery of the new specs. I requested for home delivery.

After 8-9 days, one lady called me when I was in my business meeting trying to tell that they have refunded my money and Lenskart has cancelled my order. Given the limited time I had, I could not understand the reason and told her to call later so that I can speak and understand what’s the issue. No calls have been made by Lenskart since then.

I visited the store around 23rd Jan approximately (I am unable to recollect the exact date) and asked what is the reason and why have they cancelled my order without my approval and why they have not delivered the order for 12-13 days. Lenskart Manager was very rude telling that he is not responsible and he was forcing me to talk to Lenskart tech team (I have no clue who they are, where do they sit and why should a customer contact the Lenskart application tech team.). I find it strange and ridiculous for a store manager to disown his duties and asking customers to figure out with the tech team.

I was not happy and convinced with his response. Since he was not answering properly (there were other customers who also asked Ritesh telling that it is his responsibility to solve the issue), I requested the store manager to share his manager / supervisor / Bangalore head contact number. PLEASE NOTE THAT I HAVE BEEN WORKING AND WALKING AROUND SPECS WHICH IS HIGH UNSAFE FOR ME. LENSKART HAS DECLINED TO OFFER EXPLANATION AND REJECTED TO SOLVE THE ISSUE.

The store manager said “I do not have any manager, I don’t report to anyone. Whatever I say is final in Lenskart company”. I told him that was inappropriate and incorrect as everyone should have an escalation for customers to seek help. He then got some 8-9 sales staff and surrounded me and they all started abusing me with their statements. I felt very uncomfortable and unsafe in a shop like Lenskart which I have been giving business and giving lot of references to my friends and relatives. I will not hesitate to say that I might have introduced more than 50+ families to Lenskart so far who all are giving business to Lenskart.

They have my old specs and not ready to offer any service. They are telling me to visit the store again and place an order and they will try to make the specs. I visited the store many times and placed order and it is not the job and responsibility of Lenskart to answer the assault and harassment that is extended to me as a customer.

I do need to speak to Lenskart CEO or COO as I am very frustrated and living my life with out specs for nearly 25 days due to mistakes Lenskart @ Rajarajeshwarni Nagar. I also demand Lenskart to pay penalty to compensate the pain, sufferings and agony Lenskart manager and the staff put me in.

PLEASE TREAT THIS AS URENT AND TAKE IMMEDIATE ACTION AND OFFER QUICK SOLUTION.

PLEASE NOTE THAT I AM WITHOUT SPECS FOR 25 DAYS DUE TO NEGLIGENCE, RUDE BEHAVIOR AND NON-DELIVERY OF SPECS BY LENSKART.

Regards

Prashanth MJ
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