Titan Eye Plus - Complaint Against Titan Eyeplus for MisSelling Warranty Denial and Lack of Transparency

I purchased high-refractive index eye glasses with rimless frames from Shoppers Stop, South City Kolkata, on **/**/****. The product was billed at ₹**,*** (Bill Memo Number: ****************), which was beyond my budget. However, I opted for this product based on the explicit assurance by the store's sales executive that it came with a comprehensive warranty, including coverage for lens scratches and frame durability.

Recently, I noticed two significant issues:

Scratches on the lenses that impair vision, unrelated to mishandling or negligence.
Defect in the rimless frame, where it fell apart without any mishandling during normal use. Being myopic with -** power, this issue posed a serious risk to my vision and safety.
I reached out to Titan Eyeplus customer care to claim the warranty, but my claim was rejected with the following reasoning:

"Breakages or scratches are not covered under warranty. Therefore, it cannot be taken under warranty."

This response is completely contradictory to the information provided at the time of purchase. The sales executive at the store clearly mentioned that lens scratches were covered under the warranty and that the rimless frame was designed for durability and would be covered for defects. This assurance was a primary reason for my purchase decision.

Additional Issues with Titan Eyeplus Customer Support:

Lack of Transparency in Escalation:

Titan Eyeplus does not provide the details of a customer appellate authority or any higher escalation matrix for grievances.
All calls and queries are redirected to cs@titaneyeplus.com, which responds with denials without any direct conversation or clarification.
Inadequate Communication:

WhatsApp chats are closed without any communication or resolution of the concerns raised.
The call support team merely states that "Our backend team will respond in the next *-* working days," but they do not review the case or provide any meaningful assistance.
Case Closure Without Resolution:

The backend team denies claims without addressing the specific concerns, such as warranty coverage promised during the sale or reviewing the nature of the defects. This behavior is unprofessional and erodes customer trust.
Key Points of the Complaint:

Mis-Selling at Store:
The sales executive explicitly assured me that lens scratches and rimless frame durability were covered under the warranty, which influenced my decision to purchase a higher-priced product. If this warranty does not exist, it constitutes mis-selling and a breach of consumer trust.

Warranty Denial:

The denial of warranty for lens scratches directly contradicts the warranty terms conveyed at the time of purchase.
The defect in the rimless frame, which fell apart without mishandling, clearly indicates poor product durability and should be covered under the warranty.
Serious Safety Risk:
As a myopic individual with -** power, the failure of the frame poses a significant risk to my vision and safety, which makes the denial of warranty unacceptable.

Customer Service Failures:

There is no clear escalation path or appellate authority to address grievances.
Poor communication through email, WhatsApp, and calls indicates a lack of commitment to resolving customer concerns.
No Proper Quality Assessment:
Titan Eyeplus claims that the defects are not manufacturing issues but has failed to provide detailed evidence or a report from their quality team supporting this conclusion.

Resolution Sought:

Replacement or repair of the lenses and rimless frame under the warranty terms promised at the time of purchase.
An explanation for the discrepancy between the store's verbal assurances and the current warranty denial.
A transparent escalation process with a clearly defined appellate authority for customer grievances.
Measures to ensure customers are not misled regarding warranty terms in the future.
Supporting Information:

Store Name: Shoppers Stop, South City Kolkata
Bill Memo Number: ****************
Date of Purchase: **/**/****
Amount Paid: ₹**,***