My and my friends visit the Lenskart.com Flagship store at Kormangala on 30-Nov-2019. We place two orders in the store after confirmation from them that the price at the store is same online. Since I wanted only frames and that option was not available online we decided to buy from the store. One order was 1+1 order of eyeglasses+lenses and a powered sunglass. A separate order for only the frames costing 1960. After placing the order and paying the amount we just check online if the price for only the frame and frame+lenses is same or different. Turns out I have paid 800Rs more for only the frames at the store versus frame+lenses online. Also 1+1 order also has a difference of around 600Rs i.e. we have paid a total of 1400 Rs extra at the shop. We go back to the shop and enquire regarding this discrepancy and after much discussion (2 hours worth) they tell us that they have escalated the issue and we will get the difference back. For 1+1 order they say they will confirm that if cancellation and refund and a new order should be placed. However for the frames, since I already have collected the product from the store they will refund the difference of 800, confirmation for the same will come via customer care. We wait for the confirmation and the next day we receive a call for confirmation for either refund or return. I confirm that I would like to keep the frame and opt for the refund of the difference and they acknowledge and confirm this from their end. After this confirmation I have given the frame to another optician for the lenses costing me 3500 (this is because lenskart does not offer good quality lenses). Now the next day I receive another call from the customer care saying that they will not refund the amount but I have to place a return request to get the whole money back. This is after multiple confirmations and then giving the frames to another optician for fixing the lens. I have called the store for rectifying this twice and they have kept me on hold on the final decision and time is running out since the opticians are already in process of fixing the new lenses. My money 800 Rs is stuck at the lenskart shop and 3500 Rs is stuck at the other optician all due to incompetence and false promises offered by the lenskart staff. I have called the store twice now for an update and the guy at the store is in turn telling me that I should not have giving the frames for fixing the lenses without his confirmation from the store whereas the customer care had already given a confirmation a day before. This is sheer ridiculousness and these people really do not care a damn about customer satisfaction. I have wasted money, a lot of time and energy for this issue. I have called the store again now for a final decision and the store guy has the audacity to tell me that I should have waited for his call personally before giving the frames to the other optician for fixing the lens. This after receiving a total 3 calls from lenskart confirming regarding the refund already. This guy has changed his words multiple times, once saying that prices online are same as the shop and then changing this by saying there will always be a little difference and the difference here being Rs. 1400 for 3 products. Then he says amount will be refunded after confirmation by customer care and then saying he never said customer care will confirm but he will call. Me as a customer is to assume that I am supposed to wait for multiple calls from different people in lenskart before starting to use the product which I have already paid for, that too 800 Rs extra. I suggest people to better go to a local eyewear optician rather than lenskart. A local optician will have better lens options and less of such callousness from the store people.
