Ordered varifocals in a basic frame, they sent out a defective frame. I returned them for repair or replacement as they advised at my cost. They returned over a week later in a worse state than before. After numerous emails they just keep replying that I need to return them again for repair/replacement or refund but inform me I can't have refund on lenses only frame. Their customer service for such a large company is rubbish and once you've paid for your glasses your stuck with them including twisted bent frames, unless of course you want to part with more money for a frame upgrade and take your chance they arrive undamaged!