Complaint

In April 2022, I went to Danneberg Optometrist for an eye test for glasses. After the eye test, I was handed a document to sign (attached) which did not contain the terms and conditions and I was informed of the amount. She (assistant) explained that this (funds) would be deducted from my savings.

In May 2022, I received the glasses plus free sunglasses however, there was an issue with the lenses and the glasses needed to go back in. On the same day 12th of May 2022, I then found that the amount for the glasses was taken from my day-today-savings plan and not from a separate plan for glasses.

I called Danneberg and informed them that I am unable to pay the amount as we could not afford it. I even asked if I could have another frame that is cheaper. I was informed that it would be discussed with management and then contacted to discuss the matter.

In June 2022, I went back to return the free sunglasses, but they refused to take it back and to date I have not taken possession of the pair of primary glasses after sending it back. I contacted my medical aid who cancelled the claim and reversed the funds. At this point, I assumed that the order had been cancelled and I was told that the management will get back to me regarding the cancellation.

To date, I still have not received a call from management to discuss this matter, however, I received an email on 20 June 2022 demanding a full settlement within 7 days and informing me that the product cannot be cancelled with no explanation or a copy of the agreed terms and conditions.

I have requested them to forward me the terms and conditions on multiple occasions, but they have not sent this to me yet. Additionally, I do not have the primary pair of glasses in my possession, and they refuse to take the sunglasses back.

I do not agree that I should pay this amount as I do not have the product firstly, and I have not signed any document binding me to pay any amount for this. Additionally, the optometrists are just point-blank refusing to accept a return without any explanation and now handed me over to Nicol, Davis & Associates and charging interest on an item I do not have.