Very Poor Customer Service

<p>As the “leading optometry group” in South Africa I must say the customer service is of a very poor standard as was my experience at The Glen Spec Savers.</p> <p> </p> <p>I went to have my eyes tested last week Saturday 12 November 2016 at The Glen Spec Savers. Upon my arrival at 08:45 I met some staff sitting outside the store waiting for the manager to arrive with the keys. I don’t know whom the manager is but that person only arrived at 9:30. This would be 30 minutes after the scheduled time the shop should have been opened. With no apologies tendered (rather some laughs and jokes between the staff members) to the people waiting to be assisted, the staff just entered and proceeded as there was no problem.</p> <p> </p> <p>After about another 15 minutes I was asked if I could be helped with which I explained the reason for my visit is to have my eyes tested and to get new glasses for myself. Once my information was confirmed “which was already loaded on the system due to a previous visit” I was asked to sit down and wait for the optometrist to see me. This took roughly another 20 minutes, I was eventually seen by the optometrist that took me through a series of tests that took all of 10 min. I was told that the condition of my eyes are the same. I then proceeded to the front where I was helped by a lady that was so un interested and I felt I should continuously apologise to for holding her up from doing something else more meaningful with her time. At one of my tendered apologies she merely sighed and said that it is almost time for her to have a break and therefore I made sure to limit my choices as to not hold her up any further. Then I was told that I can choose sunglasses as per the running promotion, the choices was very limited, I chose a pair but was told it can’t be changed to prescription lenses because it isn’t flat. With that I said they must just add it in without it being altered.</p> <p> </p> <p>I was told to sit down and wait whilst another lady works out a quote for me. It is now 2 hours later from the time the store should have opened. The lady then approached me with the quote telling me that she cannot finalize it because the medical aid is offline and that she would proceed to call me on Monday to finalize. Not satisfied and tired I left, looking forward to receive a call on Monday.</p> <p> </p> <p>Monday the 14th of November I got a call from a lady at 12:57. I was told that she is from Spec Savers the Glen and that she is calling regarding my quote. I was thrilled to hear from her and asked her to proceed in giving me a breakdown. I don’t recall all the detail she rambled of to me but one was that the optometrist cost was R449, why was the medical aid charged with an additional amount?</p> <p>Treatment Date<br />Dependant Name<br />Healthcare Provider<br />Account Reference<br />Account Amount<br />12-Nov-2016<br />FREDERICK A<br />PATHER S<br />D1300<br />R 555.00<br /> </p> <p>I was told that my medial aid “Tiger Brands Medical Aid Option A ”only covered R3100 of the cost of R4200 and therefore I would have to pay in a R1100. I was not at all happy with that solution and I told the lady that I was not prepared to pay in that amount. I suggested that she should cancel the quote and that I would look somewhere else.</p> <p> </p> <p>Her response “okay”</p> <p> </p> <p>The telephonic conversation took all of 54 seconds so complete, she put the phone down. My expectation was that she would offer me an alternative, maybe a “cheaper” frame etc. at the end of the day should one not look to retain a customer and look to satisfy the expectation?? I was very disappointed… I phoned back and spoke a gentle man to which I explained my frustration and he agree with me that I must please come back into the store so that we can choose a packaging that would better suit me, I agreed to come in Saturday the 19th.</p> <p> </p> <p>Saturday the 19th , I arrived at the spec savers store, walked to the front desk and stood waiting for someone to help me. There were people being helped and I stood waiting, the ladies were back and forth behind the front desk and I waited. Another lady walked in behind me and was seen to immediately, I stood waiting. No help, not even a “will be with you in a second” courtesy, I then proceeded to take a photo of the notice to which I am writing this mail. When one of the ladies saw me do this they shouted, “how can I help you sir?” I turned around and walked out.</p> <p> </p> <p>As per my mail above you can clearly see my frustration and dissatisfaction with your outlet, I am personally involved in the FMCG industry and know the value of customer service. As far as I am concerned this is a very poor reflection on a multinational optometrist organisation like yourself that pride yourself on high customer service standards, I suppose when you are number one you ultimately forget whom put you there in the first place!!</p> <p> </p>