Order Date: 7 Jul
My nightmare begin at 7th July 2020 when I decided to buy myself an Oakley frame from the so-called brand Lenskart selling “AUTHENTIC” “Originals” Oakley partnered with Luxottica.
I picked up only frames as I was not convinced with their lens quality. It had some minor scuffs at edges but I accepted it as it was the last piece and got done a carl Zeiss top of line lens done for the same.
Within 2 months, the product started showing signs of poor quality where the rubber on the edges got loosened up and started slipping out of the frame. It was really surprising to me as even local frames do not give up that soon and easy. I reached out to customer care to share my concern. They asked me to share the product images to which I responded immediately.
Phase 1: The Checkup: And finally I got a call after a week from them saying I would need to submit the frames for a physical checkup, which was kind of absurd. I could see on the website, that the product was out of stock. I told them that the lenses belong to me and are specially done for this frame. I would not be able to use them without a frame. So I would need the same frame. If you would not be able to replace it, never mind I would rather use some local DIY fix for the same. The representative convinced me that it would be done shortly and we will send it back. It was quickly collected from my home.
Phase 2: The Wait: No response for roughly a week and I reached them back to know what’s happening. To my surprise, the same person told me it’s going to take roughly 3 weeks. This is where the pain started as this was my primary pair of glasses. Time passed and when I checked again, they told me it goes all the way out of the country for a check-up to Luxottica. And I was like wow, that is the next level. Are you serious? Almost a month is gone and there was no hope of the frames coming back.
Phase 3: The Acceptance: The representative stopped reaching out or responding to email. To reach customer care I had to vent my anger on social posts to get attention. And then once in a week, a person would call. So one lucky day someone did and informed that the checkup is finally complete and they agree it’s defective. Well, very convincing. What’s next? They said we will give you store credits to purchase something new. And I reminded them that I would need the same frames as the lenses are not worth without that. So if you really want to refund, refund for Both lens and frames. So they told me that we will go look across the country for those frames which I realized would not be available anymore, so I would be waiting for more.
Time passed, the same struggle. No response, no follow-up by the team. I had to keep knocking at their doors to get an update of where we are?
Phase 4: The Resolution: Someone called and said, since you have struggled for over 2 months now, let us give you a frame to keep you going until we make you wait for more for the final resolution. I was happy that the company finally realizes their mistake and trying to fix things. They asked me to pick anything in their local brands and share with lens combination, so they can place an order for the same. Spent an hour to find a pair and sent it back. Waited 3-4 days. No response on email.
She calls again and says, sorry that frame is out of stock, though it’s not. Please select something in our 999 series. So it’s basically out of stock because it’s not cheap. I lose my temper and patience and everything else I was holding in. I tell them to screw with your temporary resolution, to hell with my lenses, and let go of your OAK-fucking-LEY frames. Please refund my frame cost and let go. This was the last ever transaction with Lenskart for me OR anyone I Know.
Surprisingly, the money was sent back immediately by the evening.
I am sure the team that established the brand would have never intended to do so, but the staff does not really align with their expectation. Do they? OR is it the very value of the company that is compromised on keeping the customers going in circles and waits until they really get tired of things and settle for a resolution in favor of the company?
So now I am left with a pair of lenses without frames. A lot of wasted time and emotions over the last two months. And a load of agony towards the brand and products. And since so much time was already wasted, I thought why not pen it down to share with the people and brand owners to see what their end customers are going through.
It is not about the frames, the lens, or the cost of them. It is about the protocol of customer support. The experience is a true nightmare. I hope Luxottica understands what reputation are they building with their partners.