Bangalore Consumer Court orders Lenskart to refund and compensate an elderly couple after denying repair of faulty glasses under warranty. The case highlights the need for ethical service and consumer awareness.
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KARNATAKA: The Bangalore District Consumer Disputes Redressal Commission said that eyewear company Lenskart gave poor service. An elderly couple faced many problems with their bifocal glasses, even though they had paid extra for insurance and extended warranty.
The couple spent more than Rs 20,000 in total, but within ten days, the frame broke and the glasses were uncomfortable.
Even though the couple went to Lenskart and asked for repair or replacement under warranty, the company refused. Instead, they asked for Rs 1,500 for the repair. Lenskart also did not attend the court hearing.
The Commission, led by President Vijaykumar M. Pavale and Members V. Anuradha and Renukadevi Deshpande, gave its final order. Lenskart must replace the spectacles within 45 days or refund Rs 3,299, with 8% yearly interest. Also, the company must pay Rs 3,000 as compensation and Rs 2,000 for legal costs.
The Commission said Lenskart’s actions caused big trouble for the elderly couple. Even after many visits and requests, the couple got no solution.
The Commission clearly said that Lenskart’s refusal to repair or replace the defective product during the warranty period amounted to unethical business practice and a clear violation of the Consumer Protection Act, 2019.
It also noted that the company didn’t even come to the court, which showed it did not care about customer rights.
Legal expert Advocate Meera Nair advised people to know their rights.
She said:
“Consumers should always keep all purchase documents, including bills, warranty cards, and insurance papers, as these are crucial when filing complaints.”
She also added:
“If a product is defective within the warranty period, the seller is legally obliged to repair, replace, or refund without additional charges.”
She suggested that consumers should always communicate in writing—like by email or letter—so they have proper proof in case of complaints.
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Consumer rights activist Rajesh Kumar gave more advice:
“If the seller is unresponsive or refuses to honour the warranty, consumers should escalate the matter to the District Consumer Forum without delay. The Consumer Protection Act, 2019, provides a simplified and cost-effective mechanism to resolve such disputes.”
He also pointed out:
“Many consumers hesitate to take legal action due to lack of awareness or fear of lengthy procedures, but these forums are designed to be accessible and consumer-friendly.”
He said that acting early is important to avoid long-term trouble and stress, especially for older people.
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Advocate Meera Nair also explained that:
“Often, companies may delay responses hoping the consumer will give up. It is vital to follow up regularly and seek legal advice if necessary.”
She advised:
“Share their experiences on social media or consumer complaint platforms to raise awareness and pressure companies into better service standards.”
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