I placed an order (14/01/23) for glasses which arrived about 2 weeks after being placed. They had clearly installed the wrong lenses (1.5index) rather than what I order (1.6). The lenses were noticeably thick and sticking out the thick rim of the glasses. I have the same glasses in a different colour so I know exactly what the lens should look like. I emailed the customer service team as their telephone number simply refers you to email them. They replied and asked me to send some pictures which I did (I sent them comparison pictures, my old frame of same model and their frame). I am certain they supplied the wrong index lenses and charged me for something they didn’t supply. They replied on a Friday at 16:59 stating it is best to send the glasses back to their lab for inspection and that they would refund postage of £3.95 (maximum). I immediately replied asking them to review the pictures they asked me to send as what would be the point of asking for them! And told them that the postage they are willing to reimburse will not cover the cost of sending the glasses back with the right compensation in the event of loss or damage in transit. I reiterated that I had sent them comparison pictures and asked them to consider those and let me know if in their view there was an issue. I was trying to avoid having to incur further cost in the event they say they are correct and having to pay further shipping costs. I received a reply not dealing with my queries fully but just saying it is best our lab looks at it - if there was an error they would rectify. They again mentioned they would reimburse £3.95 maximum postage. A little fed up with having to email and waiting significant time for a reply, I proceeded to call the opticians that operated from the 180 Marsh Road address – Kanzaria Opticians and asked to speak to The Glasses Co. team. I was put through to them and spoke to them and they eventually did agree to increase the cost of postage they would reimburse to full (Special Delivery). They still insisted on the return of the glasses before they could assess if there was an issue. With respect, it is quite possible for an optician to check the pictures which are clear and resolve the issue there and then. They refused to do that eventually they agreed to show the images to their manager and for that manager to reply to me by email the following day. I just cannot understand why they would ask for pictures and then ignore them and ask for the return to the lab. I have found them to be very evasive in replying to my queries. I have since read that others have had similar issues with their lenses being supplied with thicker lenses than they paid for. My prescription is quite low but I always go for 1.6 index lenses and I guess they knew they could get away with 1.5 index but the issue is I have the same glasses and so immediately noticed the difference. So this is not a one-off issue. They will cut corners where they can. They then sent me the glasses back with the correct 1.6 index lenses except that now there was a hairline crack in the rim of the frame. So again, I had to send the glasses back – they then replaced the frame under warranty, and I received my glasses for the 3rd time – only to open the package and find the glasses broken at the rim in 2 places. This time frustrated that 2 months on I had not had the glasses I order, I asked for a full refund. They refunded me partially via original payment method and partially via PayPal. PayPal charged me a fee which meant the total refund I received was less than I paid, effectively, I had lost out. I emailed them but have since been ignored. I have also included my order number (#17507) as I know when they have replied to negative feedback – their standard response is ‘we have been unable to find your order’, oddly they never have that issue find order when they receive positive feedback. So, I now I have no glasses and I am out of pocket. Avoid this place, they might be a few pounds cheaper but factor in the hassle after sale and you’re better off looking elsewhere. As I mentioned before, I’ve had the same glasses and never had an issue, so I don’t know if they are supply quality items.