Not sure where to begin - never had hassle from Glasses Direct before and have purchased several pairs over the last couple of years - no real problems until I needed to return some glasses that were not suitable and chose a different pair. First of all they tell me the new glasses were sent to the lab and after not hearing anything for 5 days, I email them and 3 days later the respond to my email saying they were wrong and have now been sent to the lab....4 days later I receive the new glasses which have been made up with the WRONG prescription - nothing like the 'free' pair that came with the original returned glasses. So now, nearly 3 weeks later, I still do not have a decent pair of glasses, only the 'free' second pair. I will have to send these back and wait another 10 days or more for the correct pair - if that ever happens. Not sure what's happened to Glasses Direct but they just don't care anymore - you get slow email responses and standard 'copy and paste' replies and no attempt to placate the customer or offer any goodwill. Seriously, go to the high street and maybe spend a bit more and SAVE the hassle. AVOID this company,