Products not received!

Products not received!

I am absolutely appalled by this experience.

I ordered three pairs of glasses from the store on Fahrenheitstraat 579 in The Hague with a confirmed pick-up date of 2 December. I even received an email on 30 November stating my glasses were ready. But when I arrived on 2 December, the store was shut down and completely gutted for renovation. A casual note on the door said it would remain closed until 19 December — and unbelievably, there was ZERO information about where customers were supposed to collect their already-paid-for orders.

This is a massive, completely uncommunicated three-week delay, and the fact that nobody thought to notify customers is beyond irresponsible. Since then, we have called customer service and multiple nearby stores countless times. No one has ever called us back. Not once. The level of disregard is honestly astonishing.

I needed my glasses before a holiday trip, and instead I’m left scrambling, without the products I paid for and without any updates or assistance. For a company of this size, this behavior is absolutely unacceptable. It feels like customers are treated as an afterthought — or not considered at all.

At this point, I’m actively exploring how to cancel my order and order glasses somewhere else, because this experience has been nothing short of infuriating.

I strongly advise others to think twice before ordering here.

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