Our family went to Eye-Magination for glasses for ...

Our family went to Eye-Magination for glasses for many years between appx. 2006 and 2015. The service and quality used to be good, but we've had bad experiences the last two times we went. When I got my last pair of progressives about two years ago, they were made incorrectly and I needed to remove my glasses in order to read (unlike with prior pairs of progressives). As a result, I lost those glasses when I removed them on the train to read and accidentally got off without them. So I went to Eye-Magination in September for a new exam and ordered a new pair of glasses. After I hadn't heard from them for three weeks, I called the store to find out that the frames I ordered were no longer available, but no one had bothered to check that when I ordered them or, more importantly, call to tell me that for three weeks, and I had to call them to find out. Then I went back to the store (a half-hour drive for me) to choose new frames and reorder the glasses. Again, after not hearing anything for almost three weeks, I called to find out that the glasses had been ready for several days, yet no one had called to let me know. After I picked up the glasses and wore them for a week or so, I realized that I wasn't able to read signs at a distance as well as I could with a 3 year old pair of glasses I still had. So I drove back to the store with the glasses and was told by Lou that the prescription had been written incorrectly for one of the lenses. He sent them back to the lab to be redone. Guess what? I never heard from them again until I called a few weeks later to inquire, and once again, found that the glasses were ready, but no one had called me. And when my wife went to pick them up -- a full 3 months after I had my exam and first ordered them -- Lou denied that any mistake had been made with the prescription or by the lab, telling her something about how "they took away the minuses" and that the problem had to do with aging. Really???
I don't know what's happened to Eye-Magination, but it's disappointing. It used to be a good store and every member of my family has gotten glasses there, with no problems in the earlier years. But this experience was ridiculous and extremely unprofessional, and we won't be returning again.