Extremely poor service

Dear Spec-Savers

Wow what a experience I had with your Brackenfell store. I booked my son's appointment for 15:30 as part of your Kids Right to Good Sight project. We have waited 3 weeks for this appointment. I mistakenly went to the Fairbridge Mall branch before my appointment time (note these branches are less than 1km from each other) the ladies at the Fairbridge branch called Brackenfell branch immediately and notified them I am on my way so I might be literally 2min late. Note I have a new born in the car as well thus the ladies assisted my by calling them ahead of my appointment. It was literally 15:33 when the Brackenfell branch called me (by this time I was in the parking lot) telling me sorry my appointment has been cancelled. I explained to the lady I am in at the Centre on my way and she refused and bluntly said well a walk has been assisted and I should've been at the appointment 10min earlier. I mentioned to her that none of the comms mentioned that I needed to be there 10 min before my appointment and yet she refused. I asked for a email to where I could lay a complaint and I was told to find it on Google. This is extremely poor service. You as a brand pledge to making a lasting difference in the lives on young children yet my son has to wait another 4 weeks(total Of 7 weeks) to be assisted and in the meantime can't see. I cannot believe that being literally 3mim late and at the center allows. For this to happen. You as a brand might have the dedication to improve lives but you Brackenfell branch has not such intent or compassion.

Please look into this branch as your values and mission don't align