Ovi (Tottenham Court Road) is a thief Ovi, the Tottenham Court Road store manager I am told, is a lying, thieving, gaslighting charletan. He first messed up my order, ordering me lenses 100% made from the chemical I expressly and repeatedly discussed with him I am severely allergic to. This was a fact I had discussed at length with an older white man serving there, and two younger women, who had also assisted me in the weeks immediately prior in choosing allergy safe for me frames. Ovi having ordered me unsuitable lenses, evwntually conceded they were wrong. We then discussed at length the lens types available, I did research on these, and I identified one which might potentiallysuit. Seconds later, we had a 10-15 min conversation about lens coating materials, during which I insisted multiple times I would mot be able toproceed with confirming an order without explicit information as to what the lens coatings comprised chemically, so as not to include my chemical allergen. He made notes of the same on the computer terminal in front of him at the time (which I didn't see) and he then said he was away on Monday, but would call the lab on Tuesdaytomakr further enquiries as agreed as towhatthe lens coating was made of, and would call to let me know then. Having not heard for yet another week, and the phone set to always just automatically hang up on all calls,I stopped by the store yetagain to see whatthw lab had said. He then informed me that he had placed an order, not at all to even my original specifications, without consulting me about the same. Reminding him ad nauseum about this, he proceeded to lie tomy face repeatedly, gaslight me repeatedly anout myallergies, and refused to refund my order. I advised that as they did not correctly fulfil my order, then could not fulfil it, then would not attempt to fulfil it, I would need toinstead go elsewhwre topurchase glasses instead, which he repeatedly agreed I should do. As agreed, I did so and have had no problems elsewhere - it's even much much easier. Ovi now keeps insisting that as store manager he "cannot" refund my order anytime I speak to him, but insists I " call back" then "visit again" then " call back" on multiple occasions on a broken record loop. He is now insisting that he won't refund my order and is insisting on deducting a fee for the second set of lenses he ordered without my request/permission/consent and in express contradiction of my order as paid for. He is now "unavailable", " uncontactable" and says none of his staff / colleagues have authorityto refund my order either. I am now being held hostage by having to attend their store in person as many days as humanly possible to try to get my refund put through. Absolutely insane nightmare. Avoid like the plagueand go literally ANYWHERE else. Such a shame, as the older white guy serving customers up front in the glasses section is a dream to get assistance fromin choosing frames. Impossible to get the store to follow through or respect their legal obligations though. Ovi is a criminal here. Ref: 377527 Date of experience: August 02, 2024