Extremely bad attitude from Lucille and lack of customer service

In September 2023, i had new glasses done for my son. Here is the process: My son went for an eye test, i was then advised that the glasses are free but because his lenses needed to be taken for thinning there will be an amount of R1300 to be paid. the order was placed and when glasses were ready for collection i received an sms and went to collect and pay the R1300.

Beginning of November 2023, my son was playing at school and one side of the lenses came off. When we came back from holiday i contacted Specsavers Sea point - Artem, i was advised to bring them in. Lucille said she will forward me a quote on email.

A day later i received the qoute and asked if it can be charged under medical aid she said no. i then asked her to go ahead and place and order and send banking details. 2 days later i sent an email checking if the order has been placed, there was no response. few days later i decided to call following up on the order, Lucille arrogantly told me i have not sent a proof of payment therefore the order has not been placed.

So i asked her why did she not inform me about this on email because the last time i paid on collection. her response was that "Unfortunately that is the process" i said i hear and understand the process you're telling me about, but why only now? should you have responded to my email and informed me of the process we wouldn't be having this conversation and i would have made the payment 2 weeks ago.

Her response was that she is not going to repeat herself, if i am not happy with the process i must take it up with management.