Lenskart hands down win all awards for the WORST customer service relationship ever. I bought a pair of glasses on the 23rd of March 2019 with the Buy One Get One on Gold from a Lenskart Store in Kochi. I picked them up on the 27th of March. Within 4 days, the nose pads broke off which was quite annoying as I'd just bought the glasses.
After getting that fixed, in another 4-5 days or so one of the legs just came off, it didn't break off, in literary just fell apart. The glasses weren't cheap either it cost me 6000 RS and was their "Premium brand" John Jacobs. I took it to the store once more and was informed that they'd have to check if it will be processed under the warranty. They take my glasses and I'm left wearing my 4-year-old RayBan that had broken prior to this whole problem. Fast forward a few days and I was told I'd get a replacement which I refused as I knew the problem was with the quality of their in-house product. Upon asking for a refund the salesperson told me that it probably can be done and that they'd try. However after another week or so I was told this isn't possible and it was. An issue I'd have to take up with the customer service online.
Now begins the actual problems,
1.The number is so hard to reach, it keeps getting forwarded and getting canceled on its own all the time.
2.Once I reached them and was told the system was being updated and they had no data on the order and I must check back the next day or in an hour.
3.Finally reach them the next day and the representative told me they can't do anything about the order as it was out of the 14 day return period, (I wasn't made aware if this at the store). After talking to him for 15-20 minutes he said all he could do is escalate the issue and I said please do.
4.I get a call on the 26th of May and the customer service representative (CSR) by the name of Jason, here is how that conversation went.
CSR- Sir, we cannot give you the whole refund as it's over the 14 days return period.
Me- I wasn't made aware of this at the time of purchase.
CSR- It's in our website, it's your responsibility to have gone through it.
Me- Why would info through the information on the website when I bought it from the physical store? Isn't that the point of a store? To give direct information to the customer?
CSR- Sir, when you use any other eCommerce website do you not go through the policy document or return agreement?
Me- Yes I do, I'm a regular Amazon user and their customer service is top notch. Besides with them, I have to buy online I don't buy from the store, do I?
CSR- I'm sorry, we're not Amazon.
Me- Of course you aren't I can see that. What I want right now is a refund.
CSR- Anyways even if you did return it in the 14 day period we couldn't give you a refund because you didn't return both the frames.
Me- Why would I return the free frame that you asked me to take when it didn't have as much of an issue and no one told me to return it?
CSR- So what we can do is give you a partial refund for the partial return of the order.
Me- I don't want the partial return I want a full return, I don't mind returning the second frame either. I would have then if someone told me to.
CSR- I'm sure someone must have told you but you forgot, even if you didn't they might not remember if they did say it because it's been 2 months.
Me- Being in a service industry I think you should give the benefit of the doubt to the customer.
CSR- We don't do that.
After 15 more minutes of back and forth finally, I told him I'd take this up with consumer court and was told to do so as they would definitely not give a full refund and was well within their policy guidelines.
The whole problem I have with Lenskart is that they not only make low-quality products, market it as premium, indulge in false advertising but at the end of the day, they also treat their customers poorly. I've never had any sort of a problem with other eCommerce sites and honestly, if you never buy a Lenskart frame you should be way better off than if you do. Get the expensive Ray-Bans or other brands and they should be fine, do not fall for the Lenskart brands regardless of how premium they seem because it's not. I think we'll be much better off embracing local glass stores for the sheer understanding and care they will give you as a customer.
