In this era of extreme completion god knows how these people at Lenskart even have a blind eye towards Customer Service and User Experience. This is regarding my Order # 1201255023. To begin with their sizing tool on their website is simply a piece of crap. As per the sizing tool I was suggested to buy small size but since I know my structure I decided to go for the medium size to avoid returns.
I bought a frame under the "First Frame Free" offer where you have to only pay for the lenses. So I ordered a frame and paid Rs.990 for the lenses. I was content with the fast delivery and quality of the product they sent. But even the medium frame that they sent turned out to be small for my size so I decided to return it in exchange for a larger size. In order to return it I was advised to drop it at my nearest Blue Dart office which convenient and they posted a credit of Rs. 990 in my Lenskart account.
The nightmare begins: I visit their "First Frame Free" section and I don’t see a larger size of the same frame that I ordered. In Fact, there is no large size at all in the "First Frame Free" section. So I decided to contact Customer Service through their online chat support, the first guy didn’t even understand what I was trying to say. I kept repeatedly saying that what should I do to order the larger size of the same frame that I bought and he kept repeating "visit the first frame free section".
Ridiculous ain’t it? How would I have ordered the frame in the first place if I weren’t aware of the "FIRST FRAME FREE" section. I told him that I don’t see any large frames at all in the section and he replied back saying the same thing. I disconnected the session and tried to reconnect with someone else. I was in the queue and after waiting for 20 mins when I get a response from their customer rep that person ends the session while I am typing. Then I decided to call them but couldn’t get through and was put on wait.
A day later I tried going back to their chat support and got connected with a rep and after posting the question waited for over 25 mins without any response and I pinged again the rep disconnected the session. Now I have my money stuck with Lenskart and the only way to utilize it would be if I decide to go for paid frame and will be forced to buy something between Rs. 3000 - 5000. I am now forced to spend Rs. 5000 because these nutcases don’t have a large frame available with their offer and they don’t have the courtesy to return my money when they fail to meet the service they have promised.
I have been shopping online for over a decade now and this is my worst experience that I have ever had. A very flawed business model run by idiots and here to make money by fooling people instead of by providing good service.