BAD EXPERIENCE IN CENTURION SPEC-SAVERS

i went to spec-savers Centurion a month or 2 i was returned back because i did not have an appointment so i left and came after honouring their request the second time i went i was received by this older woman with a chubby body that lady if management is not careful they will end up closing business... as i said it is a 1-2 months ago i already had eye tests done somewhere i only needed the frame because where i tested they didn't have what i was looking for so i went to centurion spec savers the lady told me that if the medical aid is not paying for what I want; top-up is a *****, the option she gave me was to pay cash for what i was looking for which i didn't as i couldn't afford to pay full amount .....the reason i am writing is to find out the criteria centurion using in terms of their customer care, do they help those who are rude and behave as they wish to those who are polite? i am saying that because my colleague went there yesterday the very same lady did the same thing but unfortunately this time around my colleague was ready for her( in terms of behaviour) and she was helped and without having an appointment, my challenge is that should i be rude for me to receive attention in spec-savers Centurion?