Bad Service

I purchased two pairs of spectacles for me and my husband in August 2017,my spectacles broke in March this year, I went to spec saver Boulders on the 5/4/2018,a receptionist,a short one with deep voice,who is always very loud told me that they don't have that kind of frame anymore and I will have to pay an access of R1 100.00, I told her that I am not happy and she said I can speak to the owner but I will have to wait for the owner to see all the clients that were in the shop.I then request to make an appointment to see the owner, she said that wont be possible I will just have to come and wait for the owner to see every client.Does this mean that I am no longer an important client? I then left the spectacles together with my cell number hoping that the owner will get the message and call me but that did not happen.My husband went to fetch the spectacles the following Saturday she just gave them to him without a word.If this "Listening and understanding our patients with immediate attention and friendliness" is your pillar of professional practice,then I am afraid for your vulnerable customers.