Disappointed

Hi, I went to torga optical in Newcastle over a month ago for contact lenses, it is now 4 weeks later and they still haven't sent my trials. When I went in to ask about them, the receptionist told me that it takes long to come because they are free! But I am a paying customer, my eye test was not free. How ridiculous is this policy, contact lenses are a matter of urgency and this is their attitude. After my trials I will have to purchase them for long term use, I bet those will come within a few days because I'll be paying for them. This is so unprofessional. I never expected this from such a well-known, huge company.