Be Careful of Spec Savers Omissions

My wife damaged the frame on her specs and took them back to Specsavers Bergbron for repair under insurance. She was informed that there is a co-payment of 20%. As she had not been told about this when she bought the specs, she objected. The manager of the shop then proceeded to belittle her in front of a shop full of people. My wife, who is a pensioner, walked out in tears. I then went up to Spec Savers and confronted them. They convince you to buy the more expensive frames because it includes insurance. However, there is no mention of a co-payment until you claim. Even while I was in the shop they could not present anything that mentioned the co-payment.(Spec Savers website now mentions this but it is a new offer) The actual amount is not important. I believe it is a mis-representation and dishonesty by omission. More important is the belittling and embarrassing of a client, even more so a senior citizen. I contacted Spec Savers head office who spoke to the Bergbron branch. They contacted me but have not changed their position. Spec Savers will not see us or our extended family again.