Disappointing experience at Spec-Savers Mall@Reds.

Disappointing experience at Spec-Savers Mall@Reds.

I received both a WhatsApp message and a call informing me that my glasses were ready for collection. Based on that, I made the trip to the store—only to be told on arrival that I could not be assisted because their internet was down. No prior warning, no courtesy message, nothing. Just a shrug and the suggestion that I “wait,” with zero indication of how long the issue would take to resolve.

What made this worse was the clear lack of professionalism from staff. From their own conversations, it sounded like this wasn’t some unexpected outage but potentially something as basic as not paying or running out of data. Either way, completely unacceptable for a business that relies on system access to function.

I left, but returned shortly after to ask if they could at least call me once they were back online—something they didn’t even think to offer upfront. I was told they would, but when I asked them to confirm my details, it became clear they hadn’t even taken my name. When I pointed this out, I was told they couldn’t access my details because the system was down… which raises the obvious question: how exactly were they planning to contact me?

I was then asked to provide my details manually—something that should have been handled properly from the start.

I escalated the matter to customer care, who confirmed that the branch should have proactively contacted me to tell me not to come in due to their system issues. They apologised—unlike the branch staff, who showed little interest in resolving the situation and instead displayed a dismissive attitude.

Over an hour later, I still hadn’t received any call back from the branch, which only confirms that waiting, as they suggested, would have been a complete waste of time.