Highly Disappointed Client

I moved form Johannesburg to East London in January 2019. I had my eyes tested at Execuspecs Vincent Park In April. The last time I had my eyes tested was last year in JHB at Optom-eyez [they are based in Fourways]. I was very nervous at first to make a booking at Execuspecs as they are a franchiser and my previous experience with a franchiser was also not pleasant at all. My appointment at Execuspecs was not even an hour long if i had to time it I would say I was with the Optometrist just under 15 minutes. I asked for contact lenses and I informed the optometrist and the team that I am very picky when it comes to my frames. In fact I only wear Jimmy Choo frames. The Optometrist said "if you send us the frame details then we can source them for you and if you get a quote from another place then we can try and match it" . The next day I emailed the frame details etc. I also sent it to my old optometrist Optom-eyez and they sent a quote back the same day. A week went by and no contact or response on my email from Execuspecs. I went in to their store to check if my test contact lenses have arrived and I followed up if they received my email. They then told me that they ordered the frame.... Now at this point I was very lost as a client because:

1. How do I know if they ordered the correct frame? 2. How much is the frame? 3. What if the frame is not what i have sent them, specially since no one responded to my mail?

I told them that I received a quote from Optom-eyez and would forward it to them to have a look. Up until today. No response. I than decided based on my experience and the absent service from Execuspecs that I would take the frame from Optom-eyez. I then asked Optom-eyez to contact Execuspecs and get my prescription.

Optom-eyez then let me know that the prescription is far weaker than my current prescription??????????? NOW PLEASE TELL ME.... BESIDES THE BAD SERVICE DID I PAY ALMOST R500 FOR A OLD WEAKER PRESCRIPTION?????

I am very disappointed. I will never suggest or refer ANYONE to Execuspecs again.

As part of your service offering you promise a "Price Match Promise" this was not in my opinion handled in a manner that shows that you have serious interest.

Also, your eye test??? this test is still what was practised 10 years ago.... I suggest you test the existing lenses of a new client and then do the test. But to just do a quick FLY through eye test is very naive. I am so sorry that I am being so harsh because the optometrist is really sweet. But from a market perspective - this is where your private competitors have a competitive advantage.

I bought my frame cash for R6000 [lenses included] from Optom-eyez yesterday and I had to spend R250 on courier costs. I am sure Execuspecs could have matched this offer. If only the customer experience and communication was done better . Please use this complaint as a learning tool. How many other customers have this same problem of lack of communication - or are we too busy at Execuspecs to care about prompt service and communication. Regards S