Lack of service from Sunglass Hut

I visited Sunglass Hut in Cavendish Square in March this year to get a quote on a lens replacement for my scratched Ray-Ban lenses. They gave me the email address of their repair centre and assured me they would assist. In fact, they assured me that they would collect my sunglasses directly from me! I emailed their repair centre towards the end of March, following which they sent me a form for completion and requested photos of my sunglasses - all of which I duly emailed back to them. I have since emailed them 3 more times asking for feedback and a quote for lens replacment, all to no avail. My husband and I have bought numerous pairs of sunglasses from Sunglass Hut and are loyal customers. Deeply disappointed in their utter lack of service :-(