John Jacobs Eyewear - Lenskart john jacobs denied to claim the warranty

I have purchased a john jacobs eyewear from the john jacobs app,and now the frame is turning silver from its golden colour and there are so many green spots in the frames and there are so many ruse all over the body of the frame.I have visited the lenskart official store they agreed me to claim the warranty and replace the eyewear but when they tried to claim the warranty the order id is not in their database, so they asked me to contact joh jacobs customer service then i have called them and they didn't answered then i contacted them through whatsapp and they asked for some images i have sent that also today they messaged me that it doesn't comes under warranty whether the lenskart store manager told me that it comes under warranty and you can ask for a replacement.And the frames condition is extremely poor ,it is clearly visible.