Contact Lenses - Mellins don't have a clue how to manage these orders!

After the Fourways Crossing branch repeatedly forgot to order my contact lenses (this had happened every month and half for the last six occasions), I was advised that it would be more efficient to order through the online store.

I placed and PAID for my online order on the 6th October. I then received an email stating that they required me to have an eye test before they dispatched my contact lenses as my previous eye test was over a year ago. Fair enough.

The first available appointment I could get was the 21 October which I duly attended and was given the all clear to continue with my contact lenses.

I tried to follow up on my online order today only to be told that I would need to place a new order as the prescription in my right eye had changed. When I enquired as to what would happen with my current outstanding order and the payment I had made I was met with "I'm not sure. I'll have to get someone to phone you back." I received this response no less than 3 times today - twice from the call centre and once from the customer complaints department. Needless to say I have yet to receive a response. Taking a person's money and failing to provide the paid for good or service is theft or ***** is it not? Especially when no feedback is provided.

Surely good service is not rocket science?! Apparently customer feedback and decent customer service is not part of the Mellins i-Style groups vision and mission statements.