The worst customer experience. Customer service takes almost a week to respond despite giving them a chance to resolve the matter. Loyalty to store since 2012 despite moving 35 miles away. I wasted 4 trips to store. Ordered frames that didn't turn up and was called to come to store and select, I was then told frames selected on their site will take 12 weeks to arrive. Reluctantly selected a brand I didn't like and requested a refund the next day.I was told they only do refunds on Friday's. After insisting on getting a refund, 10 days after the refund money still not refunded. Called to query but staff said I will need to contact my bank, bank said refund definitely hasn't been done. Customer service never pick up calls or respond to emails. Staff only took interest to investigate after I repeatedly called the store. Later told there must have been an error on the day and asked to visit the store again for them to re process the refund. This is the 1st time I have ever left a negative feedback and the last time I will ever use your company. Some of the staff were great. Use Vision Express at your own risk!