I first went to the eye academy because their frames are much nicer, with more prestigious brands and attractive modern styles than the average high street shop. All staff was very amiable and willing to serve well but not all were very well trained. I also feel things take too long when it comes to preparing glasses. For example replacing lenses on a exisiting frame should not take two weeks (when you have to wear contacts instead or don't have a spare pair) - I had to ask for a quicker turnaround, which they did in two days in the end. I was also surprised that for returning customers they wanted me to sign disclaimers in case they break the glasses frames that came from their own shop originally... you usually get this request if the frames were sold esewhere. In the end they forgot to execute on that. Additionally I don't think the price was very competitive when replacing lenses only; charging for additional re-glazing didn't seem appropriate to me (especially when the glasses were originally done 18 months before in the same shop and undamaged). Last but not least I had to phone back as they had kept my prescription and I needed it for future reference, and I also asked them to send me a receipt for what I spent as I only got a credit card receipt which doesn't work for private health insurance (they could easily ask the customer whether they need a copy of the invoice there and then). So maybe a check list on paperwork transactions would be good for staff training.