Convenience fees

To, The National Consumer Helpline (NCH) Department of Consumer Affairs, Government of India ​Subject: Complaint against Lenskart for levying improper Convenience Fee despite active Pro Membership and dishonoring a refund commitment. ​Respected Sir/Madam, ​I am writing to lodge a formal complaint against Lenskart regarding unfair trade practices, the imposition of unjustified hidden charges, and non-fulfillment of a promised refund. ​1. Details of the Case: • ​Customer Name: [Hanjala Ansari] • ​Registered Mobile Number: [[protected]] • ​Registered Email ID: [[protected]@gmail.com] • ​Order ID: [[protected]] • ​Order Date: [12 September 2026] • ​Convenience Fee Charged: ₹[199 ] ​2. Grounds for Complaint: • ​Imposition of Hidden/Unjustified Fee: I hold an active Lenskart Pro Membership, which promises exclusive member benefits and zero extra hassle. Despite this membership, an additional "Convenience Fee" was added to my order without proper justification. • ​Refusal of Committed Refund: Upon contacting Lenskart Customer Support regarding this incorrect charge, the representative initially assured me that the Convenience Fee would be refunded to my original payment source. However, later, the support team went back on their word and explicitly denied the refund. ​Charging extra fees under the guise of "convenience" to a paid Pro Member—coupled with dishonoring a clear customer support commitment—constitutes an unfair trade practice and deficient customer service under the Consumer Protection Act, 2019. ​3. Relief Sought: I request the intervention of the National Consumer Helpline to direct Lenskart to: 1. ​Immediately issue a full refund of the illegally charged Convenience Fee to my account. 2. ​Ensure transparency in billing for all Lenskart Pro Members moving forward. ​I have attached the necessary proof, including my order invoice, proof of active Pro Membership, and screenshots of the customer support chat/email confirming the refund denial. ​Thank you for your assistance and prompt action. ​Sincerely, ​Name: [HanjalaAnsari] Contact Number: [[protected]] Address: [Mohalla kot kala kasba pihani district Hardoi ] Date: September 19, 2026