Over 3 months to complete order. They lost my frames I sent them by sending to wrong address. They blamed me because they had the wrong address on their system. You decide. This is some of the worst service I have received in my 50 years of life. Not the worst but up there near the top. I thought they were good value for money and I had a couple of nice frames that I had kept for over 10 years. I made my order on the 6/5/22 and a few days later sent my glasses in, using their pack with lots of information. They had my address from the phone conversation and I had also completed my address details on the documentation they sent me. On the 31/5/22 I received and email that included these lines- ‘Your frames are being posted out today for you so you should expect these imminently. The courier will text/email confirmation of your delivery slot to you. Please reply to this email if you do have any trouble receiving your parcel and we'll do our best to assist you.’ No tracking details, no information about where they had sent my glasses which I paid them for. On the 7/6/22 I had still not received my glasses and rang up Lensology and spoke to Callum. He said he would look into this. I told him I thought it would come by a courier not Royal Mail because of that email I received. I found him quite dismissive of what I was saying. I believe the word I used in the email I sent later I called him ‘disingenuous’. He really didn’t like that. The next day Callum emailed me that they had used the wrong postcode and it was that of the post office up the road. A couple of emails later and walks, to no avail to my local Post Office I received an email from Callum that showed atrocious customer services where he was upset I called him disingenuous because he came across nonplussed in our conversation that based on the postage confirmation email I believed it was coming through a courier other than royal mail. His email included this line. ‘We copied the exact address you provided to us when we generated the label on Royal Mail's website and this is the address that came up when we made the label.’ So he was implying that it was my fault and his evidence for this was a screenshot of their system which had the wrong address on. Their evidence for me giving the wrong address is the details they have on THEIR system. On further examination not only was it the wrong postcode it was also the wrong, in fact a non-existent street. Good customer services there Callum, blame the customer. That’ll win them over. We there was no way I was going to deal with Callum anymore so for the rest of the time with a couple of dozen emails and telephone calls I dealt with Alan. Alan’s customer services were very good. He listened, was empathetic etc. I do feel sometimes he wanted to just placate me because I feel he could have been more pro-active then he was. As I said it must have been a couple of dozen emails and phone calls and much of this was chasing things up. I can’t fault him more than that though. I understand he works in customer services and there are limitations to what he can do within the organisation. The upshot is they did get replacement frames from a third party. I believe these frames are inferior to the original frames I sent in to be reglazed. I received the final pair of glasses from my original order today, over 3 months later and over 2 dozen communications. I never received any compensation. The glasses today never even came with a case. I sent them 2 cases and I only got 1 in return. The glasses did come with a mini mars and a mini galaxy sweet. (Maybe that was the compensation.) But no case or cloth. I fully understand things go wrong. Critical thinking and good communication are of the highest priority to me. What is important is how a company deals with something when it does go wrong and this company came up very, very short. Personally I wouldn’t touch them with a barge pole. I look forward to Lensology’s response to this which for many of the complaints here seem quite curt and defensive. Probably Callum. Alan hopefully you end up working somewhere who deserves your level of service. BUYER BEWARE