A really frustrating experience with your canal walk branch! I should have never walked into this store!

Good day,

The service received from Spec-Savers Canal Walk is nothing short of pathetic! There is no professionalism and common courtesy! How do you run a business in this manner?

I recently had a pair of spectacles made up which costed me R10000 and I have been having endless problems trying to get simple things to happen! It has been a real disappointment dealing with your staff and canal walk branch!

1. I asked for transition lenses from the start and this was not done. When I questioned Aaron (the staff member that has been involved) I was told it was a mistake on his part. I was then told that the lenses would be remade, however I would have to pay in a discounted amount of R2000. At this point I was already unhappy as now I must pay for a mistake on your side! However, complaining got me nowhere so I agreed to pay the R2000 and get this done

2. I then re-visited your store and decided to purchase another frame rather than making any further changes to the existing pair as I did not want to be left with a spare set of lenses that are pointless without a frame. The total cost landed me around R3700, and the ask was fairly straight forward, make me a set of lenses identical to my current, with transition lenses included this time and fit into a frame I had picked out.

3. I am not sure how this was messed up, but there have been back and forth calls with Aaron and the latest was another call asking if the lenses need to be thinned? I was very clear that this is to be identical to my current set, which is thinned already, I just need the transition to be added on. I have already paid in a deposit for these changes and I am really struggling to make any headway and there is no clear indication as to when this will be completed.

I have been chasing Aaron for an update for a month now and cannot get any feedback from this branch and the cost keeps increasing for something that should have never been messed up in the first place! Guys this is terrible service from a company that is as well established as you are! I have agreed to pay in R3700 for redoing something that you missed and still cannot get this right! Can someone sort this out and get back to me urgently!!! The quote number is (q)SSCY-114348 and this was on 14/11/2019