Worse Repair Response Ever

My wife recently damage done her pair of Ray-Bans and after taking it back to the Sunglass Hut at The Glen, we were referred to an online repair booking system which I agreed to. After sending an email to the repair address informing them that a ***** had broken off and a lens is loose, I received a response response saying "Sorry, we cannot assist with the repairs as we cannot remove the ***** from the frame". This WEAK attempt at trying to assist is really shameful! After reading the email, I used my wife's tweezers and removed the broken ***** within 5 minutes flat!!! And this included 3 minutes of cursing! I'm disgusted....