Unprofessional and Prescribing glasses not needed.

In late 2020 my wife and I went to Sorieta Roos to have our eyes tested where after she prescribed spectacles to both of us. Our medical aid did not cover the spectacles, and we had to pay for the spectacles out of our own pocket. After the payment was made, it took more than 2 months for us to receive our spectacles. We, as the clients, had to phone them constantly to follow up on the status over this entire period because we were just not contacted by anyone to give us any updates or to let us know when the spectacles were ready. After some inquiry, it was discovered that the spectacle was filed under the incorrect name.

We proceeded to collect the spectacles and I tested mine for almost two weeks and found that it caused me to have blurry vision around the edges and this fatigued my eyes throughout the day. I contacted Sorieta's office, and they told me I will have to come in again. On the follow-up appointment, she tested my eyes again and prescribed single focal lenses this time. I left the spectacles in a case with her.

These single focal lenses were cheaper than the previous lenses, but upon inquiry, Sorieta informed me that she cannot refund me the difference as she cannot carry that risk. I felt that this was very unfair but decided to leave it even when I got the cheaper spectacles and had to pay for the more expensive lenses due to Sorieta's own incompetence. She just negated all risks to clients for errors she might make during this process.

I collected the new spectacles a few weeks later and it appeared they have lost the original case that I have left with them. When I asked them for my case, the admin staff immediately told me that the frame that I chose did not come with a case as it would not fit, making me out to be a ****. I kept insisting that I did hand my spectacles in with a case and that I will need a case again. After some searching, they found a different case and gave it to me.

I wore the new lenses the next day and within one day it caused me to have migraines and nausea. I immediately phoned Sorieta to inform her that these lenses were even worse than the previous ones. I was advised to come in again the next week on Monday, I told them that I cannot commit to Monday as I have work responsibilities but that I would inform them of my availability. The next Wednesday I have sent the office an email to let them know I will be available the next day. I was then informed that Sorieta has already left the office to go on holiday and will attend to the matter as soon as she is back on 5 January 2021. I rep**** that it would have been helpful to know that she was going on leave because in knowing that I could have made alternative arrangements. Again, the blame was just put on me for not coming when they told me to come. By this time, I was feeling very frustrated by the services rendered to me and I discussed this in an e-mail on 9 December 2020. On 11 December 2020, they told me that they have addressed this matter with Sorieta and that she will personally phone me when she is back.

By 23 February 2021, I have still not heard anything back from her, which was no surprise given the fact that I have not received any service prior. I had my spectacles returned to be refunded as she clearly was not interested in helping me.

Only on 2 March 2021, did I receive an e-mail response regarding the refund from Sorieta, where she just immediately got defensive and said that I can take the script to another specialist and that she will not refund me. My spectacle is still with her and I have not been refunded.

Not once did Sorieta try to apologize for the lack of service and that I, the client, got neglected out of gross incompetence.

Sorieta took no responsibility for the mistakes that she made and is not willing to assist clients even more so after she gets money out of them. I do not want to deal with Sorieta any further, as I do not trust her as a professional as she failed twice in prescribing the correct lenses. Sorieta's service delivery is terrible, and I have no confidence that it will get resolved any time soon, in fact, two entire months have passed without any further contact for her whilst she is still in possession of the spectacles.