I don't want to be critical but in this instance I have to be. On Dec 21st 2021 I ordered replacement lens for a pair of my own Silhouette rimless frames from the Trowbridge Branch in Wiltshire. After about 6-weeks I called to find out why I had not received my glasses. I was told that 3 sets of lens, manufactured by a company by the name of Optimum had been rejected by VE due to a chip/scratches etc. I found this barely believable. I asked why Optimum were providing the lenses as I had purchased a varifocal high quality lens that I understood would be from Rodenstock or Hoya etc, in other words a well-known brand. So why were VE using a different manufacturer? The reason I was given was that my frames could not take what they called "out of range lens". Now my prescription is fairly standard and that type of frame I had been using for a very long time without issues. A number of calls were made along with emails to get to the bottom of this. I was concerned that the Optimum company that had apparently supplied 3 sets of inferior lenses and so I contacted Optimum. I explained the position to a woman that could not care less and who put the phone down on me without showing one word of concern or even uttering an apology. According to the Trowbridge Manager, who has done his best to help, the issue apparently was due to an incorrect PC issue! The result of this issue is that today, after 9 weeks waiting the glasses have been delivered to me. I have requested from VE some kind of proof as to what really happened at their end and email proof to me has been promised on two occasions. To date 23/02/2022 I have received nothing, not even a response to the email sent to the Trowbridge branch and apart from verbal apologies I have not received anything in writing. Quite frankly, until I receive some proof of what transpired I am doubtful of the story I have been told. On the plus side, the first set of replacement lenses to another frame were fine and I have now been promised a free Silhouette frame and lenses when I return to the UK as a result of the fiasco. I would also add that the Optician who examined my sight was extremely good. In hindsight should have gone to my local independent optician - quite possibly yes.