7 August 2025 - I placed an online order for £164.94. 12 August - they contacted me by email asking for a copy of my prescription, which I sent the same day.29 August - Silence for 3 weeks. I emailed them asking for an update, reminding them that their website indicates that glasses would be dispatched within 3 to 5 working days and more complex prescriptions taking up to 14 days.29 August - they emailed to explain that the clock started ticking on 14 August and not 7 August, followed by further silence.9 September (i.e. 5 weeks after the initial order) - I emailed them requesting that my order is cancelled and requested a refund.10 September - they emailed confirming the cancelled order and the processing of the refund.19 September - I emailed them chasing my refund. No reply.23 September - I emailed them chasing my refund. No reply.25 September - I emailed them chasing my refund. No reply.29 September - I emailed them chasing my refund. No reply.29 September - Dispute raised via bank (PayPal)9 October - No progress and I have not received my refund i.e. 2 months after initial order.According to the company's website glasses would be dispatched within 3 to 5 working days and more complex prescriptions taking up to 14 days. There's nothing accurate about that.Shocking customer service, worse customer experience, very poor communications and of course no performance whatsoever. They took my money and failed to return it. That is not only dishonest but it is stealing.Doesn't this put you off online transactions. The time and the effort you have to put in to either receive the item or obtain a refund. I'm out-of-pocket £164.94. My conclusion is that this company is a sham and a scam. Beware!
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