Bad Service

Absolute atrocious service received from Spec-Savers Eldoraigne. When I went to pay the full co-payment on 10 February 2021 at their shop they informed me that I will have feedback as to when I can collect or expect my glasses and that I should have feedback by Friday 12 February 2021. From there I have not received any courtesy call or email to inform me what is happening in terms of the medical aid etc. I have to call them and ask what is happening and then I don't even receive a call back when they say they will. Then I am told that an email was sent which, after checking spam etc I did not receive. I would like to ask that Spec-Savers supply me with a full refund of the co-payment so that I can go to a company who will be willing to give me feedback and assistance.