Bad Service from Candice: Somerset West Specsaver

I went to Specsaver Somerset West to ask for assistance with my frame as it has been 4 months having them and there seems to be an issue with the frame. I was informed that they would be assessed and either an insurance claim would be done or a the frame would be fixed. 7 Days later and I had not received any feedback so I went into the Specsaver practice inside Checkers. When I inquired about my specs I was asked what needed to be done with them. I was taken aback because they had, had them for 7 days without any contact to me and only when I return to get some feedback I am being asked whats the issue with them.

I then explained the issue and I was informed that an assessment was done and that there was no findings with the specs. So in accordance to Candice and team there was nothing wrong with the specs however they offered to replace the frame provided that I pay 20% of the cost. I asked why I was expected to make a payment after being provided with a frame that was not fine to begin with and I was told it was because I had them for 4 months. I then informed them that I had been in KZN and I didnt recieve assistance there becuase Specsaver does not share a database so I had to return to Cape Town for this issue. Candice and her team said that they did not find any faults with my specs and when I asked for a technical report that details the type of assessment that was done, I was told that they would not give me one as the assessment was done with her eyes. So I asked for a hand written assessment report and she did not give me one. Candice was present to witness all of this and backed the technician for not wanting to provide me with a report.

I need the report so that I can claim for compensation with my medical aid and I was unable to do so resulting in me having to make a payment in cash. I need this sorted out and an apology sent to me for the poor service and unprofessional behaviour of the staff who refused to give me an assessment report and infringed on my consumer rights.