Worst service

I am extremely disappointed by the unacceptable service and poor administration I have experienced with Melins iStyle Optometrists. In January 2026, I underwent an eye test and purchased a three-month supply of contact lenses, which I paid for in full on the day. I also ordered an additional three-month supply that was not available in store at the time. I was later contacted in February and March and informed that these lenses had arrived and were ready for collection and payment.

I visited the store on three separate occasions to collect the lenses, only to be told that the contact lenses and even my prescription could not be located. After repeated wasted trips and no resolution, I informed the store that I no longer required the lenses, as I was relocating, and that I would not pay for products that had never been provided to me.

Despite never receiving the product, Melins has continued to invoice me and has repeatedly contacted me regarding an alleged outstanding amount. Even more concerning is that the matter has now been handed over to debt collectors, potentially affecting my credit record, for goods I never received. This is completely unacceptable.

Over the past seven to eight months, I have visited the store multiple times, made numerous phone calls, sent emails, and repeatedly explained the situation whenever I was contacted about the account. Each time, I was told that the complaint had been escalated to head office, yet no one has provided me with any feedback or resolution. It is astonishing that Melins can act quickly to hand a customer over to debt collectors, but cannot respond to a long-standing complaint or correct an obvious administrative error.

I expect Melins to immediately cancel this incorrect charge, remove any debt collection action related to this account, confirm in writing that my credit record has not been negatively affected, and provide an explanation as to how this situation was allowed to continue for months despite numerous complaints. Customers should not be harassed or threatened with debt collection for products they never received.