Sorry this is a bit long!
To put this into perspective (deliberate pun) my eyesight is really quite poor so I need glasses to function - i.e. I can't read, drive, use a smartphone or computer etc. without them.
Ordered a new pair from Boots a few months ago - I went to collect them on the appointed day and after 20 minutes looking for them was told that they had been sent back (to Zeiss) because they had failed quality checks.
Due to collect them again today, only to find that the store number just rings continuously and then to realise that Boots had closed all their optician stores from 24th March. Apparently they were supposed to contact anyone with an order in process to arrange delivery - but they didn't contact me.
Phoned the central Boots optician number - the first message on the IVR is that this number is only for booking - for order queries you should phone the store. (Pointless and incorrect)
I decided to hang on on the central number and got through to a human who told me the manufacturers were checking them and sending directly. When I queried this as mine were coming from Zeiss he paused and then said he wasn't sure but he thought these were going to a central point for checking and dispatch.
He also couldn't find my order on his system, apparently because it's a European order not a UK one.
I know this is difficult for everyone at present - but shouldn't companies have sorted their processes before furloughing their staff? I've spent over £600 on glasses (complex prescription) and could really do with confirmation that I will get them in the near future. If they can't sort a consistent message across their IVR and website, can't put a message on their store phone number, can't trace my order, and have failed to contact me in the way they promised, I really don't have much confidence.