No response after 2 reminders!

On Tuesday, 19 October I phoned Optique optometrists in Somerset West. I spoke to a lady by the name of Melanie. After explaining to her that the wind had swept my spectacles off my face the previous week I asked her to please send me a quotation for replacement spectacles which we would have to replace through our insurance. Melanie still ask me if she should put the quotation on a letterhead before emailing it to me. She took down my name and contact number, and said that she will email it to me. On Wednesday, 20 October I phoned again to ask if Melanie had sent the quotation since I haven't received anything yet. Melanie's only reply was as follows: “I know I have to send it to you. Our mail is down.” I was so flabbergasted that I did not know how to respond to her reply but at the same time decided that I would not ask her for a commitment but would wait for her to respond when she did not respond I thanked her and disconnected. Needless to say I did not receive any emails or messages from Melanie or any of the staff at Optique Somerset West. I phoned Optique Somerset West again on Monday 25 October, and a lady by the name of Heidi answered the phone. I explained to her that Melanie took my details the previous week to which Heidi responded that she recalls Melanie having taken the message down and that Melanie was on another call right at that moment, but that she would pass the message onto Melanie so that she could send me the quotation. As of yet I still have not received any notification, message or communications from Melanie. I am currently without any spectacles and struggle to read and drive without them since I have astigmatism. Strictly speaking it would make more sense to go to another optometrist and go through the eye test again and get myself a whole new pair of glasses from another optometrist. However, our insurance would only cover up to a certain amount, and I am convinced that optic is the most affordable eyewear in our region. It is with sadness that I have to report this and complain about the current lack of service, since my initial experience with optic Somerset West was a great one. Now, however, I am being left disappointed in the commitment to follow up with their clients. I doubt that a quotation could take such a long time to obtain and compile - it should take less time than taking on a brand new client who has to go through the eye test, fitting and payment procedures.