Complaint Details

Status	:	Closed
Complaint No	:	0054912/2015
Category	:	Consumer Goods
Date	:	07-11-2015
Subject Line	:	Service Failure as per company policies for Reverse Pick up and Refund
Complainant	:	Johny Fernandes
Address	:	B603, Bharta Tower Co-Op Hsg Society, Majiwada Village Rd, Majiwada Thane (w)
Complainee	:	LensKart.com
Address	:

Complaint Details
My Order No. 1203790566. I had requested for a replacement due to size issues. I did make my request within 1 hour of receiving the product via courier. I was told by the executive via LensKart Happy to Help Chat that as per policies there is no exchange instead I should return both the products for which I would receive an online credit and after receiving the credit I can place a new order. As per policies customer has to report any issues regarding the product within 72 hours which I adhered to. A request for reverse pick up was made by the LensKart Executive via chat, I received an sms on Oct 26 2015 at 15:45 stating the reverse pick up for my order # 1203790566 has been arranged via Parcelled Ref ID BN19997491, No pick up was done until November 3rd 2015 when I received a call from LensKart Customer care +91 1133013900 the executive promised me he would call back within an hour and resolve my issue but unfortunately no call came in. Finally I decided to get in touch with LensKart Customer Care once again via Online Chat (a copy of the entire chat is attached herewith). Toady Nov 7th 2015 the courier company comes to My door step for the reverse pick up. NO CALL FROM YOUR LENSKART CUSTOMER CARE AS PROMISED, NO RESOLUTION TO MY COMPLAINT ...DOES THIS SAY THAT RULES, POLICIES AND PROCEDURES ARE ONLY APPLICABLE TO CUSTOMERS... INCASE OF A PRE-PAID ORDER THEN WHO CARES... This incident clearly states that all policies and procedures stated by the company are online applicable to the Customers, incase if I had to fail to report my issue within the stipulated time would LensKart accept my apologies and consider my request..?????

Replies