Absolutely excruciating. The process was extraordinarily difficult. So I called. A few times. I even spoke with a senior person, who talked over me constantly. I had so much time invested in this, that when I got the online part done, I shipped them my glasses as instructed. My glasses are typical, nothing special. Then the waiting, I called and spoke with someone in th lab who said the glasses were sent back to me, that the box hadn't even been opened. Very frustrating. Then more waiting and hoping to get my existing frames back. A real nightmare and very bad use of my time with nothing in exchange. Today I just tried another one of these online lens replacement companies. It was smooth and painless.