I have been seeing Specsavers for eye tests since 2015 and also been on their contact lens subscription from 2016, as well as making multiple glasses purchases over the years. As I only wear contacts at the weekend or on occasions, I opted for one box of lenses to be delivered every 3 months. I moved address in April 2021 and had two separate appointments booked in store around the same for an eye test and a contact lense check up so I asked them to update my address details on the system. I believed it was done because the address was changed on my prescription card. Due to covid over the past couple years, I have been wearing contacts less and less so I only realised I hadn't received a lens delivery for some time when I had ran out of my current supply - this was January 2022. Therefore 3 of my deliveries were missing between April and January. I contacted customer service who told me that unfortunately my address details were not updated on the system and could possibly be due to an issue with transferring data when they updated their software/system around April 2021. This was escalated to my local store where someone called me back and offered a refund for one box of lenses, despite the fact that I was out of pocket for 3 boxes. I asked if their deliveries came with tracking numbers which they don't so there was no way of knowing whether or not my lenses were delivered to my previous address or not. I admit it is an error on my part for not noticing that my lenses weren't delivered earlier however Specsavers should have taken responsibility for not updating my address details properly on their side. As they refused to refund the other two boxes or send replacements, I have decided to cancel my subscription with Specsavers and will no longer be using their services in the future. It is a shame as I haven't had any other issues in the past 6 years but it's clear that they don't care for customer loyalty.