Disgusting after service - Tygervalley

This is going to be a long review. If i could give them 0 stars i would but the lowest rating is 1 star so i'll go with that. I recently visited the Tygervalley branch to get my specs sorted, in the store everything went perfectly (except for the hearing test as i was told there would be one but i was never called for it, not that i think i need it but it was explained as part of the process and i was just skipped), My boyfriend and i went on the exact same day and we were assisted by the same person. The in store service was fine but the after-service i received was actually ********** to say the least.

He received communication regarding his specs and i did not, a week had passed by today and i called to find out what was happening as i knew there would be some delay due to my medical aid being finicky about some things. Upon calling i was told the lady that assisted me was on a break and would be back within 5 minutes and that they would call me back in 10 minutes. To which i waited as i explained to the lady that i do not always check my phone as i am at work. 20 minutes had passed and i proceeded to resume work, after about almost an hour had passed (just over 45min) they called me back at the most inconvenient time. I missed the call and called them back, The lady that spoke to me told me that the medical aid approved the claim and that my glasses would arrive within the next week. To which i was already irritated as i was waiting for them to contact me to which i just put down the call after telling her that she said she would call me earlier in the week with an update and that i waited almost an hour for her to call me back and she calls me at an inconvenient time. She called me back to apologize and give me some story about the accounts lady being off and that she had to call the medical aid herself to find out about the claim (if i was told on the day i should call to speed up the process i would have). She then proceeded to tell me about how they are short staffed and thats why she took long to get back to me. She was then apologetic and asked me what they can do to fix the situation to which i responded that there is absolutely nothing spec savers can do for me but make my glasses.

I can be empathetic to being short staffed and not having the correct communications from a different department as i have worked in customer service and i understand how crazy it is this time of year but under promise and over deliver should be something everyone in customer service goes by. The entire experience i received felt like i received good service until i paid and once the money was paid i no longer mattered as a client. My boyfriend received communication and actually went to collect his specs today but i had to call for information and just had to be okay with the answer i got because atleast im getting an answer. I definitely will not be using spec savers in the future. The entire experience left a bad taste in my mouth and if the glasses were not ready for production or if my medical aid claim was still in progress i would 100% ask for a refund and cancel my order and go somewhere else.