Unacceptable customer service

My son played squash and damaged his only pair of glasses. As it was urgent we called around looking for the quickest way to replace his glasses. Torga Optical, Hemmingways promised us the new pair would be ready in 3 to 5 days max. It has been 10 days today, we have been in the shop 3 times and every time they promise to call and communicate back to us but today we have had NO RESPONSE. This is unacceptable and we will NEVER use or RECOMMEND them again.