I ordered a home trial on the 12th Sept, on the 20th Sept I contacted them as the trial had not arrived and was told there are delays due to customs requirements. The trial finally arrived on the 23rd Sept. The trial was returned on the 27th Sept and received by them on the 1st Oct. On the 5th Oct they told me the trial hadn’t been returned and they had charged me. I sent them the tracking details showing that they had received the trial back on the 1st Oct. They apologised told me they would refund the trial cost, as they had received it back, and said that they charge for the trial if it isn’t returned within 21 days of it being sent. I pointed out to them that the trial arrived back with them on day 20, and that the only reason it took this long was due to the custom delay when the trial was sent out, and that I would expect them to be aware of these delays by now and make allowances for it. On the 7th October the £577 was taken from my bank account leaving me overdrawn. I contacted them again, to express how unhappy I am with this, and to tell them I will find out the overdraft costs and I will expect them to reimburse me. I received a reply telling me the trial hadn’t reached their warehouse, but that they would refund me the £577 as a gesture of goodwill! I explained that they had already told me they had received the trial back as confirmed in a previous email from them, I have also told them, I will issue a small claim if they don’t pay the bank charges, as these have been occurred solely because of their incompetence. Just to add insult to injury I have also just received a marketing email from them trying to encourage me to buy glasses from them. I realise that these are automated, but you would think they would have enough sense to turn these off when there is an ongoing dispute. It’s safe to say there is no chance whatsoever of me purchasing glasses from them. I will update this review on when I receive the refund and what happens with the bank charges.