Formal Complaint – Unacceptable Service and Gross Negligence at Spec-Savers Canal Walk

Formal Complaint – Unacceptable Service and Gross Negligence at Spec-Savers Canal Walk I am writing to express my extreme dissatisfaction and frustration with the shockingly poor level of service and ongoing incompetence I have experienced at Spec-Savers Canal Walk regarding my prescription reading glasses. In December, I underwent my annual eye test and was advised that I required new reading glasses. The optometrist recommended bifocals, which I explicitly refused, stating clearly—more than once—that I do not want any form of bifocal lenses, due to past negative experiences. Despite my unambiguous instruction, the optometrist proceeded to order the incorrect lenses that specifically said I did not want. When I received the notification that my glasses were ready, I went to collect them, only to discover that “office lenses” had been made instead of standard reading glasses. Not only was the prescription incorrect, but the lenses were also completely out of focus. Astonishingly, I was told to “take them home and try them out,” with the assurance that the lenses would be replaced if they did not work. I was then informed I needed to pay an excess—an absolutely unacceptable demand considering the lenses were incorrectly ordered and unusable, particularly with the left lens being completely out of focus. After a full month of standing my ground and refusing to pay for glasses that were not what I requested and could not be used, the optometrist finally acknowledged the error and agreed to replace the lenses with the original request: basic reading glasses, no add-ons. Weeks later, I returned to collect the supposedly corrected glasses, only to discover yet again that the left lens was out of focus. The optometrist admitted fault and confirmed he had once again ordered the wrong lens. The glasses were sent away a second time. By February, I was finally contacted to collect the repaired glasses. To my disbelief, I was then told I now needed to pay almost R2,000 for tinting and additional frame costs. This was completely baffling, as none of these charges were ever mentioned—not when I collected the previous pair, wore them for a week, nor at any point during this prolonged ordeal. What makes this even more unacceptable is that in November I purchased hearing aids from the same store for R27,000. I was advised that, based on my loyalty points from that purchase and previous loyalty points, there was nothing outstanding. Yet suddenly, without explanation, new charges appeared. I am absolutely appalled by the level of service, the repeated mistakes, the lack of accountability, and the ********* behaviour demonstrated by Spec-Savers Canal Walk. At this point, I have completely lost confidence in both the optometry and audiology services at this branch. On principle, I will never use them again. I strongly advise all customers who continue to deal with this store to insist on everything being provided in writing. Based on my experience, this branch operates in a manner that is both careless and *********, with hidden add‑ons and after-the-fact charges that only appear when collecting your order. I expect this complaint to be taken seriously and addressed with the urgency it deserves.