To,
(1) Lenskart Solutions Private Limited
Registered Office
W-123, Greater Kailash Part-2
New Delhi 110048, India
preetig@valyoo.in
(2) Lenskart Solutions Private Limited(East)
EN Block, Sector V, Bidhannagar,
Kolkata, West Bengal 700091
(3) Vinod Verma
Order #1220648802
Sirs,
I am in receipt of your following email dated 1 May 2020, 20:46 and noted the content.
In this context, it is replied that your response - made on behalf of Lenskart Solutions Private Limited - does not address or resolve the long standing issue of this customer. Your reply stated "50% off on 2nd pair with Gold Membership" - which was never the agreement of this customer. The communications made by this customer emphasised this difficulty. Since 50% off on 2nd pair was not the part of the agreement of the customer, so there is no reasonability to refer it. 2. Moreover, your statement that, “this new ticket is not an escalation to the previous ticket” is full of unprincipled conduct on your part that denies same escalation notice already admitted by another Resolution Officer of your company, as he noticed this customer that “the concern is already assigned to the escalation desk of Lenskart, ” refer the reply of Lenskart dated Sun, 19 Apr at 10:07 AM. Also the face of the communication dated 18 April 2020 subjected Notice for unreasonable resolution….; accordingly you have converted this new ticket against old ticket: 10832856 in response to a forwarded email of said notice.
This customer therefore, questions your professionalism, as your prejudicial act ignores the fact that this customer first communicated Lenskart on dated Thu, 9 Apr at 1:47 AM, soon after a payment of Rs.6588 was made to your company for the intended order of the customer but it was learnt that your sales representative Saurabh Ganguly placed a wrong order contrary to the wish and against the agreement of the customer, accordingly, said Resolution Officer has suggested the customer “to cancel this purchase as gold membership was added without the consent, so that the customer can place an order for single eyeglass.”
Therefore this customer regrets to inform Lenskart that -
I. This customer has raised his difficulties with the hope and expectation to get a reasonable solution from the Lenskart support system. But the Lenskart support agents have ignored to render reasonable solutions to the customer as they did not address genuine difficulties caused by Lenskart Sales Agents to this customer.
II. That the wrongful order of Normal Corridor Progressive with 50% off on 2nd pair with Gold Membership was processed by Lenskart sales representative Saurabh Ganguly, the said order was not according to the agreement of this customer but with improper intention said Lenskart sales representative processed it. But the Lenskart support agents have ignored to resolve it even when the recorded conversations have been provided and available with this customer.
III. That said wrongful order is tricked and a forced sale processed by said sales representative, is trained by Lenskart. This very sale deprives natural rights of this customer to buy one eyeglass at 30% discounted rate in Rs. 5880, all inclusive, and Rs. 708 to get one eyeglass free, as the Gold membership was added by said sales representative without the agreement and consent of the customer, the 50% off on 2nd pair is not the agreement of this customer. But the Lenskart support agents have ignored to address it for the customer.
IV. That the Lenskart support agents have failed to appreciate the assurance of said sales representative to make necessary modifications in the order up to the agreement and satisfaction of this customer when the recorded conversations have been provided and available with this customer.
In the above stated facts and circumstances, as there is prejudice and no reasonable support available at your end for this customer, this customer sends this reply in final form and waits to see your action to conclude the case.
Thanking you,
Soumendra Nath Thakur
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Later (Updates):
On Tue, 5 May 2020 at 16:48, Lenskart support@lenskart.com wrote:
Dear Soumendra, Warm Greetings From Lenskart! This e-mail is in reference to the concern raised to our Higher Management. Order reference # 1220648802. We deeply regret the inconvenience caused. We never want our customers to experience anything like this and we really understand the plight that you have gone through. As per our telephonic conversation, we have taken an exceptional approval for providing the same order with the lens package up-gradation as "Wide corridor progressive". On your request, you are looking for a home visit from our executive for knowing the features of upgraded lenses, due to COVID-19 epidemic our home visit services are not operational. Hence we have suggested you to write us back on the same email so that this ticket will be re-open and we may continue further. Further, we really appreciate you for writing on highest escalation desk via which we came to know about this and we will definitely going to do detailed investigations and training to avoid such inconveniences in future. While we respect your rights as a citizen at the same time would like to assure that we are also an integral part of the same society and we all make mistakes which are unintentional in nature, we learn and thus become flawless. So, we request you to give us an opportunity to correct ourselves and serve you again. Regards, Rohit Rathor Team Lenskart
On Mon, 4 May at 9:42 PM, Lenskart support@lenskart.com wrote:
Hi Soumendra, we really apologize for the inconvenience caused to you. We will get back to you in the next 24 hour.
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Update 11 June 2020
Dear Mr. Karan Kumar,
I have received two sets of spectacles as ordered by you on behalf of me, tried them, and found that I have been able to adjust my views from the very beginning of using it, it takes about 10-20 milliseconds for my brain to focus some mid-range objects to make them shap. Prima Facie it seems these spectacles suit me without such trouble.
I have studies about progressive lenses from various sources, and my trial with them gains confidence in me.
Hope the above text conveys well about the products delivered.
Thanks & regards
Soumendra Nath Thakur
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On Wed, 10 Jun 2020 at 20:39, Lenskart support@lenskart.com wrote:
Dear Soumendra, Warm Greetings From Lenskart! This e-mail is in reference to the concern raised on Facebook. Order reference-1221038425. As per the update received from our logistics team, your order has been successfully delivered to you. We hope we’ve managed to meet your expectations and we do get another chance to serve you again in the future. We request you to kindly let us know if you are satisfied with the delivered products so that we can proceed ahead with the required course of action. We appreciate your patience in this matter. Regards, Karan Kumar Team Lenskart.
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Final update 12 June 2020:
On Fri, 12 Jun, 2020, 9:25 AM Soumendra Nath Thakur, po..............@gmail.com wrote:
Dear Mr. Karan Kumar,
Order ref. - 1221038425.
This is in reference to your email dated 11 June 2020 that ultimately asks me to confirm my consent to close the ticket concerned at your end, besides appreciating my good experience with the products delivered. So the following message conveys my asked confirmation.
There is a saying, "all well what ends well." So let us together cherish that wellness and move forward towards a likely pleasurable future.
Hope the above message addresses asked confirmation.
Thank you,
Soumendra Nath Thakur.