Hi. my name is FRANCISC and I want to let you know what happened to me with the VisionExp store in Westfield Stratford. on 07.01.2023 I went to the store and asked if they could help me with 5 pairs of reading glasses and for how long? (3 pairs for my wife and 2 pairs for me). they said yes they can help me and that it takes 14 days! I was pleasantly surprised. my wife and I received an appointment for 4pm. I did the eye test, chose the types of frames and paid the sum of £213 for me and £285 for my wife. I repeat once more, I insisted with the question of how long it takes to receive all the pairs of glasses and they told me 14 days! the first unpleasant surprise was when, after I paid and wanted to leave, my wife asked me if I checked if the receipts were in the folder and what to see? there was no receipt inside. I ask Mr. Muhammed where the receipts are, he looks in the leaflet and says: sorry! in the end he puts my receipts (and you will see why I told you the story with the receipts) in the folder and we leave. on 09.01.2023 I receive a text message from VisionExp telling me that our order is in progress. on 10.01.2023 I received another message telling me that my wife and I each have a pair of glasses ready. we went for glasses the following week and picked up a pair. then I received another message on 19.01.2023 telling me that my wife's second pair of glasses are ready to be picked up. OK. we go to the store and the surprise: the glasses were made for distance, not for close reading, which is why I refused the glasses. they placed the order again for my wife. this was on 29.01.2023. on 07.02.2023 I receive a text message telling me again that a pair of glasses for me and one for my wife are ready to be picked up. and this is where the disaster begins: none of the people I talked to at the store knew how many pairs of glasses I picked up and when. one told me that all the pairs were raised, another told me that there were only two... DISASTER!!! they asked me when I picked up and how many pairs? they asked me for the receipts, they looked and told me that I picked up all the pairs, that is 2. I told them to take a closer look at the receipts because there are 5 pairs of glasses and not 2 as they say. they looked again and said, yes it is, but we don't understand what happened. I asked to speak to a supervisor and a gentleman came who knew a little better than the others but was also beside the point. they didn't understand how many pairs of glasses I picked up and when? I told him that he should know that in the first place, but he was completely airy. when I saw that no one knew what was going on, I asked to speak to the store manager and another senior manager, but... obviously they don't have a phone number from the bosses and since it's Sunday, they can't be bothered. I then asked them to give me an email address where I could make a complaint and they gave me this: 194@visionexpress.com. after I asked to make a complaint, they showed me the screen from the computer where it was said that the 3rd pair of glasses of the wife was sent by the factory a week ago but it has not arrived at the store but that it will do its best to come in a week. of course I asked how can a pair of glasses take more than a week from the factory to the store? they said they don't know. the surprise was when they told me that someone…. stopped my order (saying me or my wife) and that the order must be redone. and I asked him: who stopped the order that I or my wife did not? in the end he redid the order for me and my wife's glasses were supposed to arrive...as they had been sent for 7 days as they told me. well, if you think it's over, you're wrong. on 15.02.2023 I received a text message to go pick up my glasses and then I thought that we would also pick up my wife's glasses which "were on the way" already for 14 days. today 18.02.2023 I went to the store to pick up the glasses and the surprise again: my last pair of glasses were ready but my wife's glasses...were in the factory still in progress! so they lied to me again! the glasses were not sent as they told me! I asked them why they told me at first that it takes 14 days? that it's been 1 and a half months and I STILL haven't taken off my wife's last pair of glasses. SHAME!!! my score for this store is:0!!! I do not recommend it to anyone and especially when you order several pairs of glasses. I don't order anything from this store anymore. In conclusion, I want to tell you that today I made the complaint to the email address given by the gentleman who I assume is a supervisor and what I suspected from the beginning came true. this email address is not valid! I hope that someone from the management of VISIONEXPRESS will read this message and take action.