Following is my first and probably last experience with Lenskart.com
On-line site is OK, a bit confusing - the frames keep scrolling too fast and at random which kind of gave me a headache but that was maybe because I was in need of eyeglasses.:-)
Ordering and delivery was hassle free, packaging was good.
I had ordered 2 reading glasses, had issue with one of the frames as the fit was not comfortable so initiated the return, this is where the trouble starts.
Looks like the no-questions asked customer friendly policy is what they advertise it to be. At least I did not find it friendly.
I wanted to return one of glasses, but the customer rep. told me that I cannot get a credit card refund - it’HAS’ to be a store credit - there goes the friendliness out of the window
A store credit which can be used only at their on-line site and not even at their franchise stores.
A store credit which EXPIRES! I fail to understand, its my money that you have not returned how can you just say that now we don’t owe it to you or you have to set reminders for yourself to request the customer support team to’please’ extend my store credit - I need more time to make up my mind and buy something that I don’t want from your on-line store.
As per the rep, I could get a credit card refund’ONLY’ if a return both glasses, ‘please. I have already started using the other eyeglasses - please don’t take it away. I will get headaches’ but’NO’ we have to go by the customer’friendly’ return policy of Lenskart - so I had to give in and asked him to initiate the return for both my eyeglasses.
Well it does not end here, customer service rep. was prompt to mention that we are still not sure if you will get credit card refund as that’FINAL’ decision is still pending with some’committee’ which sits in some head office.
Oh by the way they have trained their service reps. well on key words. as soon as the rep. saw the word’unhappy’, I got a prompt response.
"We sincerely apologize for the way you are feeling right now. Your feedback is extremely crucial and the same shall be shared with the relevant authorities in order to bring changes, wherever possible. We do look forward to turn around your negative experience into a happy one."
So the nail biting wait starts. will it be Credit Card refund or a useless Store Credit and my money goes down the drain.
Whatever it turns out to be. after this experience I will definitely think twice before visiting lenskart.com or recommending it to someone.
Order# 1206282181