Poor service received over sunglass replacement

I recently went for an eye test to renew my drivers license. I needed slightly stronger lenses and was told that I it was more cost effective to get new frames than to use my current frames. In the past my sunglasses were a brand called Infinity with a wrap-around lens and was told I cannot use them with the new lenses I required, so I went with the next closest thing, a pair of Police glasses. I had the sun glasses for a few weeks and then 2 Fridays ago holding them in my hand in its case, they cracked for some or other reason. I returned the lenses first thing at 9 am on Mon the 17th, I was told I would be informed that afternoon what the outcome would be. I have called a few times now and communicated over email and still waiting to hear when they will be ready for collection. I was called on Mon the 24 to say that they will be replaced and they will let me know when I can collect, I said I didnt want these glasses and wanted a different pair and they said that option is not available to me. I feel its not good customer service from the branch concerned, who told me they can only speak to the supplier only via email - I find this odd as in the 21st century the supplier should know how NB customer service is. My Infinity pair I hold in my hand every time I get out of the car when I am not wearing them and they just in a material bag with a draw string, I have had these for over 5 yrs and the frame has never cracked.