Shocking...

I have never had such poor customer service in my life. My mother paid 50% of her glasses as this is requested before they can begin making them. Assuming they were ready as the payment was made months ago, I called them to arrange to pay the balance and collect the glasses. They had no record of the payment, when they eventually tracked it down (another company deals with their payments), they then advised the glasses havent been made and they have also lost a measurement so my mother would have to go in again. all of this back and forth via phone was a weeks worth - shocking! I then requested a refund and we will go elsewhere to which I was told that my mother would be liable for the consult. I am fed up!