Lenskart Solutions Private Limited, a popular online retailer of eyewear, offers a wide range of products including eyeglasses, sunglasses, and contact lenses. It also has a network of eyewear stores in India, UAE, and Singapore.
However, if you are as a customer, not satisfied with your purchase or experience any issues with the products or services, you can register a complaint with Lenskart. If the problems are not resolved, you can also escalate the complaint to the higher authorities.
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Some of the most frequent complaints regarding Lenskart’s products and services:
- Incorrect Prescriptions: Received glasses or contact lenses with inaccurate prescriptions, causing blurry vision or headaches.
- Defective Products: Arrived damaged products, with scratches on lenses, broken frames, or other quality control issues including a warranty dispute.
- Delays in Delivery: Delays beyond the promised timeframe or refund for order cancellation.
- Premium Subscription: Disputes regarding payment, quality of products, booking an appointment, or services under the Gold/other premium services including subscription fees, hidden charges, or billing.
- Poor Customer Service: Report unsatisfactory experiences with customer service representatives, including long wait times, inability to resolve issues or rude behaviour.
If you experience any of these problems (or others), follow the levels to register a complaint to Lenskart and consumer protection authorities.
Level 1: Customer Support, Lenskart
Time: 24×7
| Lenskart | Customer Support |
|---|---|
| Helpline Number | +919999899998 |
| Lenskart Complaint Number | 1800111111 |
| WhatsApp Number | +918447821891 |
| support@lenskart.com | |
| Online Support | Click to Contact Lenskart |
The first step is to contact Lenskart customer service and explain your problem or grievance. You can contact them through any of the above-given helplines or the following channels:
- Customer Care Number: Call the Lenskart customer service number at 1800111111 (10 AM to 8 PM, Monday to Sunday)
- Online: Chat with them on the Lenskart app or visit the ‘Support’ or ‘Contact Us’ section of the Lenskart website.
- Email: Send a detailed email explaining your issue to Lenskart’s customer support at support@lenskart.com
Please note: For any return or refund, you should wait 7 to 14 days (or as specified by Lenskart). If not resolved, then you may proceed with further action by approaching the support team.
In your complaint, provide your order number, product details, and supporting documents such as bills, photos, etc. While not the most formal, you can sometimes get attention by voicing your concerns on Lenskart’s social media pages.
Still, not resolved? You may escalate the unresolved complaint at level 2.
Level 2: Head of Customer Service, Lenskart
Time:10 AM to 8 PM, Monday to Sunday
| Designation | Grievance Officer (CS Head), Lenskart |
|---|---|
| Phone Number | +919999899998 |
| customergrievances@lenskart.in | |
| Lenskart Service Center | Click to Contact |
If you are not happy with the response or resolution provided by Lenskart customer service, you can escalate your complaint to the next level.
You can email Lenskart with the complete order, reference/ticket number of the previous complaint, and contact information at customergrievances@lenskart.in (Business hours: 10 AM to 8 PM)
Lenskart will acknowledge your complaint within 24 hours and try to resolve it within 48 hours.
Note: For any disputes regarding privacy violations or IPR rights, you can escalate the complaint to the appointed Grievance Officer for Lenskart by sending an email.
Not satisfied with the final resolution? You can register a consumer complaint to higher authorities.
Level 3: Consumer Commission
If you are facing consumer disputes related to your Lenskart purchases, including eyeglasses, sunglasses, contact lenses, and related accessories, or issues with product/service quality, breaches of consumer rights, warranty concerns, or questionable business practices, you should address your complaints to the Consumer Protection Forum of the Department of Consumer Affairs under the Ministry of Consumer Affairs, Food and Public Distribution, which ensures general consumer rights and protections.
You can file a complaint against Lenskart to:
For issues specifically related to compliance with regulations concerning optical products, such as standards for quality, safety, or service quality offered by Lenskart, you can approach the Bureau of Indian Standards (BIS).
Level 4: Legal Action
If efforts to settle a grievance with Lenskart or to obtain a satisfactory outcome through the Consumer Forum are unsuccessful, you might consider pursuing legal action. The following options and regulatory authorities are accessible:
- Attempt to resolve the dispute with Lenskart internally via arbitration or mediation.
- For business or trade conflicts with Lenskart regarding unfair competition, you may approach the Competition Commission of India (CCI).
- To start legal proceedings, you can use the E-Filing system for filing a case online with the appropriate High or District Court.
Consult with a legal professional or lawyer before taking any legal steps to ensure you are well-informed about the applicable laws and procedures. A qualified legal expert can guide your specific situation, helping to navigate the complexities of the legal system.
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