Appalling service at Somerset Mall branch

Specsavers scratched my husband's lens when replacing an arm on his glasses. They denied that they scratched it even though it is very clear that the scratches were caused by a clamp. After a fight they eventually said they will replace the lens free of charge and that they will proceed to order the lens from their lab.

This has been more than a month ago and they do not reply to enquieries about when the lens will be ready. During this whole debacle they either didn't reply to emails or took weeks to reply and in the meantime my husband is experiencing much discomfort from the scratched lens. Appalling service.