Late order/bad customer care.

After many years of using Spec savers and being happy with the service I received from mall @Reds branch, I made the mistake of using spec savers Olympus Village.

Got my eye test done on the 17th of September and still haven't received my order. I have had to call them twice to get the status of my order and just get excuses. The last call on the 5th of October I was told they would be ready by today (October 9th). I made it clear I am traveling out of country today and need my order completed. I still have not received my order or a phone call to even give me an update. The best part is that the first debit order has already been taken from my account!

I would like a full refund or I would like my order moved to another branch.