Complaint order nr D4730F-B Specsavers Upington

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding an incident that occurred at your Upington branch on 18/032026

I handed in my sunglasses to have the lenses replaced. Approximately 45 minutes later, I was contacted by staff and informed that my sunglasses frame had been broken while in their care.

When I returned to the store to address the matter, I was extremely disappointed by both the response and attitude of the staff. There was no acknowledgement of responsibility, no apology, and no attempt to resolve the situation. Instead, I was simply told that I had brought the item in “at my own risk,” and that the store would not repair or replace the damaged sunglasses.

As a loyal customer of Specsavers since 2016, I find this response unacceptable.

In terms of the Consumer Protection Act 68 of 2008, service providers are required to exercise reasonable care and skill when handling a customer’s property. Furthermore, goods must be returned in the same condition in which they were received. The damage to my sunglasses occurred while they were under the control of your staff, and the refusal to take responsibility is inconsistent with these legal obligations.

I therefore formally request that Specsavers:

Replace my damaged sunglasses with an equivalent pair; or Compensate me for the full value of the item.

If this matter is not resolved promptly, I will have no option but to escalate it to the National Consumer Commission for further investigation.

I trust that this matter will receive the urgent attention it deserves, and I look forward to your response.