I received a reminder that my eye test was due. I selected two appointments that would be acceptable, each one was a week apart. I received a telephone call from the company confirming my first choice. When I arrived (five minutes early) I was told that there would be a five minute delay. Twenty minutesafter the 'appointed time, when I enquired about my 'appointment', I was told that there 'were still some people in front of me.' Then I was asked if I would like to come back later. I have osteo arthritis in my knees - it hurts to walk, to sit, it hurts to stand. It has to be born with commitment. I am only 53, and find it embarrasing to declare a ' disability', . Unnecessary pain caused by these people and their company is driven by their impersonal and unprofessional application of their business ethos. In an ICT survey, they asked if I would compare them to Waitrose, to Marks and Spencer. I think it would not be too harsh to compare them to the local Poundshopdiscount mart.