Sieff Optometrist / Optifin - Pathetic Service / Product

I ordered glasses from Sieff Optometrist / Optifin. I received my glasses on the 15th of March (late according to their delivery day and time), when I opened the casing the glasses was in there but the one nose piece with the ***** was lying loose inside the casing and when I actually took the glasses out the frame was bend. I send an email to them on the same day and I'm still awaiting feedback, currently I'm paying for something that is broken. I have tried to phone them numerous times and holding on the line for like an half an hour before someone actually answers. They answered today after numerous phone calls. They can't tell me as to when the glasses will be picked up again, how long it's going to take and when I will be able to receive them again. I really think this is pathetic service!!! I want answers!!!