Absolutely disgraceful, the most distressing online transaction I have ever had – I have not received the sunglasses in my order. I have waited 23 days. When I ordered I used my PO Box Address and the order was accepted. I was then notified by the Freight/Courier Company - TeamGE (Tracking ########) , that they cannot deliver to a PO Box. I gave TeamGE my residential address so that the parcel could be delivered (enquiry number ########). TeamGE told me that because my home address was in a different State, that the Sender (Vision Direct) would have to authorise the change of address. I contacted Vision Direct and asked them to change my address from my PO Box to my residential address. Vision Direct told me they had submitted my new address to TeamGE and that I should contact TeamGE again to confirm the address to ensure a smooth delivery. I contacted TeamGE who told me that Vision Direct had not authorised the change of address and that they could not deliver the parcel. I contacted Vision Direct who told me that TeamGE were "unable to help to amend the address". I was offered 1. We can re-order the items for you once again and ship them once again or 2. We can cancel your purchase and process a refund back to your account. I was not clear how this would affect my entire purchase as I had a 2nd pair of glasses in transit and wanted to know what would happen if I chose one or other of the options to the 2nd pair (reading glasses) in transit as the tracking number provided was inactive. Nobody answered my question. Vision Direct contacted me again, informing me that they were again consulting with logistics regarding the delivery of the 1st delivery (sunglasses). I replied to Vision Direct that I did not understand why the 1st delivery (sunglasses) could not be delivered. Vision Direct contacted me again and told me that they do not have an answer from logistics at this time.

I contacted TeamGE and they told me that there was a fee attached to the "authorisation" as the original delivery was "Economy" and did not allow for a change of address. I understood this to mean that Vision Direct would not pay the fee to have my address changed (even though they had accepted the PO Box address as the delivery address). I asked TeamGE if I could pay to have the item delivered to my residential address, they told me I could and that they would have Sales contact me for a quote. They told me that my item would be held until this was arranged.

I contacted Vision Direct and asked them " Please do not take any further action regarding the delivery of Sunglasses, I have contacted the Courier Company directly am dealing with the parcel privately" Vision Direct replied " I confirm that we are not reaching out to the courier for instructions and our Logistics Team has been informed that you are directly contacting the courier for delivery instructions".

I have since been awaiting instruction from TeamGE as to my delivery. I contacted them today and was told that they received an email from the sender " 'As per sender request, Please arrange return to sender" and the parcel has now been returned to Vision Direct.

I would like to know why has Vision Direct requested that the parcel be returned to them when I specifically asked them not to as I was willing to pay for the delivery?

I would like to know why has no one contacted me about this considering I have paid for the contents of the parcel and have not authorised a refund?

I would like to know why no one from Vision Direct has contacted me after I phoned wanting to lodge a complaint?

I would like to know why no one from Vision Direct has contacted me in relation to the Written Complaint I lodged by email on 16th February 2024

I would like to know why a PO Box address is accepted on the Vision Direct website if there is any chance a freight company will not deliver to a PO Box.

I would like to know how to get a refund for the purchase of the sunglasses that you have reneged on supplying after I have made payment and done everything possible to try and enable delivery.

Could you please ensure this email is forwarded to the highest level of Management, I am completely and utterly dissatisfied.

(total phone calls - more than 5) (total emails - more than 25)