On 1/23/11, I attempted to purchase eyeglasses during Lensway.com’s “All Frames $38” sale. The pair that I had selected apparently was overlooked on their website and retail for $128. I called and was on hold for 2 ½ hours. Finally spoke with a rep and was told that only certain frames were on sale. I told her that wasn’t what the email said. She cross referenced, and found that all frames were on sale. She suggested that I put an order thru for another frame, and then put the correct frame number in the notes. I wasn’t confident that the change would happen. She then suggested I buy the $128 frames, and they’d rebate the difference between $38 and $128. Still not confident. I left a message for a supervisor. Two days later on 1/25/11, no one called back. I again called, and left another message for supervisor, I was told her name is “Candy.” Finally received a call on 1/26 from Candy. I expressed the issues that I had. She told me she’d honor the $38 for the frames, and proceeded to take my order. She confirmed I needed to have the shipping address changed. She confirmed all was set, and I would be charged $53.05. I received an email with order number 32281738, paid, for $76.30 and shipping to my old address. Then, I received another email with order number 32281751, paid, for $149.80. I called Lensway and spoke with a rep that indicated -1738 had been cancelled. She confirmed that -1751 was intact. She also authorized because of all the issues, she would reduce my cost to zero – thereby comping my order. She said I would receive my order by Friday, February 4, that they would still expedite shipping. On 1/31, I checked the website to see the status. I called Lensway and left a message for Candy via a representative. Amazingly, there is never a supervisor available when I call and ask for one. I called again 2/1, and asked for Candy. I left her a voicemail on her system. On 2/2, before lunch, I checked the website and it shows ready for shipment. I called and spoke with a rep that indicated they had already shipped via Postal Service ground and would arrive in 3 to 5 business days. I again left a message for Candy. On 2/2 at 6pm (PST) I called and asked to speak to Candy. She wasn’t available. The rep took my name/info and said she’d pass it along. I asked her who Candy’s supervisor was, and was told it was Elizabeth G. I asked to speak with her, and told she wasn’t available. I asked for Elizabeth’s voicemail. I was then transferred to Candy’s voicemail. I pressed Zero enough times that I reached the general voicemail that indicated Lensway was open till 7pm. Guess they close early on Wednesdays. I left my name – spelling it clearly – and requested a manager, someone higher up than Candy to call me back. And, I wait...