Well it would seem that even 2 years on the Customer Service at Optical Express has not got any better - I have the same problem at the moment and in a nutshell their Customer Service is the worst I have ever encountered in my life - they ignore you, they dont even read your letters, and their response's well lets just say my 9 year old daughter could put together a better response than Optical Express. I will be making a complaint via the General Optical Council as surely in this day and age company's cannot continue in this way. Quite frankly I am surprised they are still in business.