Specsavers Gateway - In need of Staff training

I have been a customer for many years now and this is the first time I was disappointed in the customer service. I collected my glasses and wore them the next morning. Whilst wearing them the frame snapped. I immediately went online and via the online chat made them aware of the problem. They said that a representative would call but no one did. I called as soon as they opened and the receptionist said that I should bring the glasses back to the store. I took the glasses back that afternoon and explained. The receptionist said that the frame was not in stock and they will order one but they not going to hold on to the broken pair, that I should bring the glasses back when the frame is in stock and thereafter they will transfer the lenses. I expressed my frustration that it would be very inconvenient to do so and asked to speak to someone else. Thereafter, they looked for another frame without even asking me if I wanted that frame. The customer service was very poor and training for staff is definitely needed.