On Friday 12th April, I took what I expected to be a simple trip to Vision Express, Huddersfield with a Student Beans discount code for a free eye test and a generous 30% discount on glasses. https://www.studentbeans.com/student-discount/uk/vision-express I had previously confirmed over the phone that the store stocked the Tom Ford glasses I was interested in and that my discount code would be applicable in-store. These are not cheap glasses and the store I was to buy them from stood to receive a decent amount of money from me even with the discount applied. Unfortunately, what followed was a cascade of misinformation and customer service mishaps that left me completely disillusioned. Upon completing my eye test in the store, I presented my discount code, only to be abruptly informed that it was valid online only—a perplexing assertion given that the code included a free eye test, which one obviously cannot redeem online. I reluctantly paid for the eye test, feeling deceived. To add insult to injury, the glasses I wanted were not in stock, and the staff showed no interest in helping me locate a pair or order them in. Which I initially accepted as just the way things were. Further attempts to resolve these issues were met with a bewildering lack of consistency and competence. Despite assurances that I would be contacted to discuss the situation, I found myself having to initiate every follow-up. The customer service advisors I spoke with seemed untrained and unprepared to handle my queries, repeatedly insisting that I was mistaken about the terms of the offer—even requiring me to send a copy of the voucher to prove its validity. One advisor I spoke to was quite helpful and clearly did his best to help me out, but he was being misinformed by his colleagues: I was told that this offer didn’t apply to me as I’m not under 18 which is not the case as per the terms and conditions of the offer. They agreed to refund the price of the eye test. And the resolution was to use another code on another website that allowed 30% of the glasses online rather than in store. The promised follow-up from a team leader was delayed and, when it did come, was dismissively rushed. His sole focus was to process a refund for the eye test only, and he expressed no interest in addressing the root of my complaints or in ensuring such issues would not recur. He indicated that any further action would have to wait until he was back in the office, prolonging the resolution even further. If I had had an apology today I would have probably accepted this and moved on, ordering my glasses however I had to follow up myself today and had an interaction with another advisor who re-iterated I was wrong about my insistence that the initial code could be used in-store and was told again it was online only. I feel the way I have been made to feel about myself, the way I’ve had so much time wasted: I would expect at least some attempt at potentially remedying the situation whether through an actual meaningful apology for all of this or helping me get to a store so I can make sure the glasses I want to buy are right for me. At this point for all the time I’ve had to waste and the experience I’ve had, I would be expecting some form of material apology from the company. Each interaction has been a testament to a disorganized system and a flagrant disregard for customer experience. I’ve been repeatedly told I’m wrong, based on conflicting information provided by the company’s own staff. The link I provided from Student Beans clearly outlines the in-store applicability of the code, contradicting what I was told in multiple interactions. This ordeal has not only wasted my time but has also significantly eroded my trust in Vision Express. It is disheartening and unacceptable to be shuffled around, misinformed, and ultimately dismissed in this manner. A company of this stature should be capable of much better, and I hope this feedback prompts a serious reconsideration of their customer service protocols.