Critical thinking and good communication are of the highest priority to me. (Maybe that was the compensation.) But no case or cloth. The glasses did come with a mini mars and a mini galaxy sweet. I sent them 2 cases and I only got 1 in return. The glasses today never even came with a case. I received the final pair of glasses from my original order today, over 3 months later and over 2 dozen communications. I believe these frames are inferior to the original frames I sent in to be reglazed. The upshot is they did get replacement frames from a third party. I understand he works in customer services and there are limitations to what he can do within the organisation. As I said it must have been a couple of dozen emails and phone calls and much of this was chasing things up. I do feel sometimes he wanted to just placate me because I feel he could have been more pro-active then he was. We there was no way I was going to deal with Callum anymore so for the rest of the time with a couple of dozen emails and telephone calls I dealt with Alan. Good customer services there Callum, blame the customer. On further examination not only was it the wrong postcode it was also the wrong, in fact a non-existent street. Their evidence for me giving the wrong address is the details they have on THEIR system. So he was implying that it was my fault and his evidence for this was a screenshot of their system which had the wrong address on. ‘We copied the exact address you provided to us when we generated the label on Royal Mail's website and this is the address that came up when we made the label.’ A couple of emails later and walks, to no avail to my local Post Office I received an email from Callum that showed atrocious customer services where he was upset I called him disingenuous because he came across nonplussed in our conversation that based on the postage confirmation email I believed it was coming through a courier other than royal mail. The next day Callum emailed me that they had used the wrong postcode and it was that of the post office up the road. I believe the word I used in the email I sent later I called him ‘disingenuous’. I found him quite dismissive of what I was saying. I told him I thought it would come by a courier not Royal Mail because of that email I received. On the 7/6/22 I had still not received my glasses and rang up Lensology and spoke to Callum. No tracking details, no information about where they had sent my glasses which I paid them for. Please reply to this email if you do have any trouble receiving your parcel and we'll do our best to assist you.’ The courier will text/email confirmation of your delivery slot to you. ‘Your frames are being posted out today for you so you should expect these imminently. On the 31/5/22 I received and email that included these lines. They had my address from the phone conversation and I had also completed my address details on the documentation they sent me. I made my order on the 6/5/22 and a few days later sent my glasses in, using their pack with lots of information. I thought they were good value for money and I had a couple of nice frames that I had kept for over 10 years. This is some of the worst service I have received in my 50 years of life. They blamed me because they had the wrong address on their system. They lost my frames I sent them by sending to wrong address. Incompetent and now just rude! If you are contacted by Ashraf ask to deal with someone else! ” I have ended up stating "Confirm in writing my prescription including IPD or send the frames back and issue a full refund" but I've not had a reply from Ashraf since then as if he's being stubborn or something. I just want the prescription confirming in writing via email before they fit the lenses and send the glasses back in order to make sure the jpg is read properly, is this a big deal!!! Four emails later and Ashraf still wont do this! Some of the worst customer service I've ever received. I received an email stating to contact them if there is anything they can do to help, so I sent them a reply politely asking for them to please confirm my prescription and IPD measurement via email but then wow! I was dealing with a guy called Ashraf who is absolutely useless! First he wanted me to explain what IDP meant, then eventually he sent me back the photo of the prescription I sent them (not including IPD) completely defeating the point of me asking. “So everything was great, I ordered the pack, sent my frames, stated which lenses and paid the amount.
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