1 reviews | Active since Oct 2020
Bad customer service Spec Savers Westgate Mall
Last year in August, I took my daughter to Spec-Savers Westgate Mall after her teacher raised a concern that she was struggling to see. The optometrist who assisted us, Tshepo, examined her and told me that everything was fine.
This year, her teacher raised the same concern again, so I took her to Leratong Hospital. Yesterday, the hospital gave me a referral letter to take to Spec-Savers for glasses. The doctors advised that she needs glasses as soon as possible.
Today, I went to Spec-Savers, but I was told that they could not assist me and that I should come back in August. Alternatively, I was told that I could pay R1,300 for the lenses and then pay separately for the frame.
I have been a loyal client of Spec-Savers for many years, so I am very disappointed with this experience. Considering that the hospital has indicated that my daughter urgently needs glasses, I do not feel that this is fair. Unfortunately, this has left me feeling that the customer service I received was poor.
Thank you for sharing your concerns with us. We understand your frustration and appreciate the opportunity to clarify the situation. As discussed during our telephone conversation, your daughter's previous Kids Right to Good Sight appointment was conducted in August last year. Unfortunately, the program's guidelines state a child can qualify yearly for a free pair of glasses through the initiative, which is why she is not yet eligible and will only qualify again in August. We understand that your daughter has recently been assessed elsewhere and has been advised that she requires glasses. While we are unable to provide another pair through the Kids Right to Good Sight program before the eligibility period has elapsed, the branch did offer you the option of purchasing spectacles privately should you wish to obtain them sooner. We value your loyalty and are sorry that this has caused disappointment. Our intention was not to refuse assistance, but rather to ensure that the program's eligibility criteria are app**** consistently and fairly to all participants.
Warmest regards
The Spec-Savers Team
Thank you for sharing your concerns with us. We understand your frustration and appreciate the opportunity to clarify the situation. As discussed during our telephone conversation, your daughter's previous Kids Right to Good Sight appointment was conducted in August last year. Unfortunately, the program's guidelines state a child can qualify yearly for a free pair of glasses through the initiative, which is why she is not yet eligible and will only qualify again in August. We understand that your daughter has recently been assessed elsewhere and has been advised that she requires glasses. While we are unable to provide another pair through the Kids Right to Good Sight program before the eligibility period has elapsed, the branch did offer you the option of purchasing spectacles privately should you wish to obtain them sooner. We value your loyalty and are sorry that this has caused disappointment. Our intention was not to refuse assistance, but rather to ensure that the program's eligibility criteria are app**** consistently and fairly to all participants.
Warmest regards
The Spec-Savers Team