Vision works Northgate (Terrible service)

I have never had such a horrible experience with getting prescription glasses in my life .I have had to constantly call Vision Works Northgate to find out why I have not got my glasses or any communication with regards to that and the lady I spoke to keeps on saying" I am in a call tracing your order i will call you back after this call" and she never gets back to me till the following day , I called over and over again and she is still giving me the same response .Its really frustrating when they cant even tell you what exactly is the hold up and when will it be sorted , I want my refund and I wont ever go back to Vision works , i never had this issue for years with Specsaver and im going back there