Disorganized and poor service

I visited spec savers Centurion lower ground, in January and had an eye test, ordered glasses and test lenses. On collecting lenses, they were both marked for the left eye and I had no idea how to differentiate which to use on which eye. I then wore the glasses which broke 2 days after collection. I returned to spec savers, the man who assisted me assured me it was a factory fault and would order a new frame for me and call me for collection. He also put the correct stickers on the lenses and I understood it was a mistake, but now I see it's because of a lack of order or poor workflow processes in this branch. I have been waiting for the replacement frame and my contact lenses since the 16th of February. It is now March. Not a word From spec savers. I called in today only to be asked a mouthful of questions that lead me to believe the order was never placed. I was told the stock controller would call me back after her lunch break, or am still to receive said call. Very poor service from Spec savers branch. I would like a refund. I am traveling and need my spectacles but beyond that I value good customer service, and this branch fails dismissally. They are simply disorganized.