The Bangalore District Consumer Disputes Redressal Commission has held eyewear retailer Lenskart liable for deficiency in service after an elderly couple faced persistent problems with their bifocal spectacles, despite having paid for insurance and an extended warranty.
The couple, who spent over ₹20,000 in total, experienced discomfort and a broken frame within ten days of purchase. Lenskart refused to replace or repair the glasses under warranty, instead demanding ₹1,500 for repairs, and failed to appear in court.
The Commission ordered Lenskart to replace the spectacles within 45 days or refund ₹3,299 with 8% annual interest, along with ₹3,000 compensation and ₹2,000 in litigation costs.
Commission Rebukes Lenskart’s Conduct
The Commission, comprising President Vijaykumar M. Pavale and Members V. Anuradha and Renukadevi Deshpande, found that Lenskart’s failure to honour its warranty and provide a remedy caused significant distress to the elderly complainants.
Despite repeated visits and requests, the couple received no satisfactory resolution, rendering the spectacles unusable for daily activities.
The Commission observed 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. The company’s absence from proceedings further underscored its disregard for consumer rights.
Expert Advice: Know Your Rights and Act Promptly
Consumer rights experts stress the importance of being proactive and well-informed when dealing with defective products or poor service. Legal consultant Advocate Meera Nair explains, “Consumers should always keep all purchase documents, including bills, warranty cards, and insurance papers, as these are crucial when filing complaints.
If a product is defective within the warranty period, the seller is legally obliged to repair, replace, or refund without additional charges.” Experts also recommend that consumers make all communications in writing—via email or official letters—to create a paper trail that can be used as evidence in consumer forums or courts.
Furthermore, consumer rights activist Rajesh Kumar advises, “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.
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 adds that timely escalation can prevent prolonged inconvenience and mental stress, especially for vulnerable groups like the elderly.
Experts also highlight the importance of patience and persistence. “Often, companies may delay responses hoping the consumer will give up. It is vital to follow up regularly and seek legal advice if necessary,” says Advocate Nair. She encourages consumers to share their experiences on social media or consumer complaint platforms to raise awareness and pressure companies into better service standards.
The Logical Indian’s Perspective
The Logical Indian welcomes the Commission’s decisive action in upholding consumer rights and holding a major brand accountable for its obligations. This verdict not only delivers justice to the affected couple but also sends a strong message to businesses about the importance of empathy, transparency, and ethical service.
We believe that a marketplace thrives when consumers are empowered and companies are held to high standards of accountability. As consumers, standing up for our rights is crucial in building a fairer and more just society. Have you ever encountered a similar experience with a service provider?
