Dishonesty, misinformation and unprofessional conduct.

This company is truly an add-ons sales company, disinterested in helping patients regain vision. Their primary concern is protecting the commissions of their oily saleswomen.

On the day I went to order my spectacles, I was prepared to pay the amount I had been quoted for. But, due to the shop's own problems with their card payment system, had to leave the shop myself, walk to a grocery store out side of the shop to withdraw money to pay. At the shop, I was able to get only 1900 at the till.

I then returned, paid the R1900 and tried (again) to pay the balance but couldn't, due to issues with the card payment system. I then was advised that I would pay the balance upon collection, which was not a problem with me at that specific time.

The very next day, at around 09h00, I called the office and let them know that I was no longer willing to have the photochromatic shades added on, and wanted to find out whether I would be able to have the add on removed. The lady with whom I was speaking did not have the information I needed, and advised that she would need to consult with her manageress first.

I gave her time to do so (PS: I was paying for the call, and was not offered to be called back, despite it being her who was not able to answer my question) and she returned, after 8 minutes, to advise that I would be able to take the add on off. She then advised that the price of the quotation had dropped, that the R1900 I had paid was in excess and that I was free to collect the differ ent between the cost of the new quote and what I had paid.

I returned to do so the week before I left the province, and had to spend 2 hours making the manageress aware of the situation (after having the same agent with whom I spoke to retract what she had said). The manager then advised, after my incessant questioning (I can only imagine what would happen for people who do not have a deep English-speaking facility or who would have fallen victim at the lady's attempts to confuse me with numbers), that she would call me on the coming Monday.

As you might imagine, this was something she said purely to cool the heat I was placing on her. I have never received my call, the call recording has not been listened to after advising that that would be the plan of action.

My grandmother then tried to collect the glasses, and was advised that I have an outstanding balance - despite all the time and money I have spent to ensure that this matter was resolved. An outstanding balance that was not paid the day I received the quote not because I did not have the money, but because the store's card payment system was not working.

The dishonesty, unprofessional conduct and misinformation I have dealt with in this case is beyond belief. This was supposed to be my third pair of glasses from the same branch, but because of this experience will ensure that, at any time someone I know wants to get glasses, I will advise for them to not go to Spec Savers - whatever branch, in whatever province.

I also intend on approaching the Ombudsman regarding this matter, as saleswomen should not be allowed to say what it is they want to, to change their word at a layer stage.