Lenskart - Cashback credits not refunded

I am filing this complaint against Lenskart for their unethical practices, refusal to resolve a technical issue, and causing unnecessary delays that appear intentional. Despite repeated follow-ups and assurances, they have failed to process my LK Cash refund (Lenskart wallet cashback) for over four days. I suspect this is part of a broader scheme designed to prevent customers from utilizing their cashback credits, forcing them to pay the full amount instead. Their repeated delays, excuses, and lack of accountability have caused me significant emotional distress and mental harassment.

Detailed Description of the Issue:

*. On **th December night, I placed an order of * eyeglasses and * sunglass (Order ID: **********), totalling to an amount of Rs.*,*** plus redeemed LK Cash credits worth Rs.*,*** from Lenskart wallet. Due to a technical glitch on Lenskart’s platform, the payment failed, and my order status was marked “On Hold.” While no amount was debited from my card, the Rs.*,*** LK Cash was deducted from my wallet, leaving me unable to use it for any future orders.

*. Upon contacting Lenskart’s support team, I was informed that the order must be canceled to process the LK Cash refund. However, the cancellation and refund process has been delayed deliberately. Here is the timeline of events:
- On **st December, I was promised that the issue would be resolved by **nd December.
- On **nd December, a senior official assured me the issue would be resolved by **rd December.
- On **rd December, I received * emails, one stating the resolution timeline has now been extended to **th December and the other said it has been extended to **th December.


Why this is a Malpractice?
*. Deliberate Delays: Technical glitches in wallet systems like LK Cash can typically be resolved within a day unless banks are involved. In this case, as no banks are involved, and the wallet is Lenskart's own system. The delay by Lenskart here is either due to sheer negligence or intentional malpractice.
*. Misleading Advertising: Lenskart encouraged me to upgrade to “Lenskart Gold MAX” by paying Rs.*** to receive cashback on purchases which they term it "LK Cash" benefits. However, they are now preventing me from using the cashback they promised by withelding in the name of technical glitch, which is clear evidence of misleading advertising.
*. Coercion: By blocking LK Cash redemption, Lenskart is forcing customers to abandon their credits and make payments in full. This behavior is deceptive and violates customer trust.
*. Lack of Accountability: Lenskart’s support team has failed to honor their commitments and continues to provide excuses instead of solutions.


Demands and Request for Action:
*. Immediate Refund: Lenskart should be directed to immediately refund the Rs.*,*** LK Cash and ensure that all discounts and offers applied to the original order are honored. The products should also remain available for reorder at the original price of Rs.*,***.
*. Strict Action: I request the Consumer Court to investigate this matter thoroughly and take strict action against Lenskart for their unethical practices. Such malpractices exploit customer trust and create unnecessary financial and emotional distress.
*. Prevent Future Incidents: Lenskart should be mandated to improve their processes, provide timely resolutions, and ensure transparency in their cashback and wallet systems.
*. Compensation for Harassment: I request compensation for the mental harassment and emotional trauma caused by Lenskart’s continuous stalling and lack of resolution. This has consumed significant amount of my time throughout these days.

I have been a loyal customer of Lenskart for over * years, and this experience has left me completely disheartened. This is not just about the cashback I lost, it is about the harassment, emotional stress, and unethical practices I have endured at the hands of a trusted brand. I have been forced to follow up repeatedly, only to face empty promises and excuses.