Frustrating Service

Dear Specsavers

I am sending this mail out of pure frustration regarding the ********** service that I have received from Spec Savers Canal Walk.

A few weeks ago I went to Specsavers Canal Walk wanting a prescription lens for my sunglasses. I informed the sales assistant, Wesley, that I am going on a trip shortly and need the sunglasses for the trip. He informed me that it will take between 5 to 7 days so it will be back in time.

A few days later I received a call saying that the glasses were ready. Upon returning to the store I was assisted by Heidi but quickly realised that they have made a mess off it and the sunglasses were definitely not what I wanted. (Bear in mind that I have explained what I wanted and was guaranteed by Wesley that I will get what I want). I explained to Heidi this is not what I wanted and explained to her that I need it for a trip which was coming up soon. Heidi responded by saying that she will send the glasses back and I will have it in time for my trip ( which was within the 5 - 7 day period).

After the stipulated period passed, I went to the store and enquired about the sunglasses. I was informed that the glasses were not there and there is nothing that they can do about it because the lab is closed. After three weeks of having the glasses they were not able to stick to the schedule that they gave me. Also, it meant that glasses that I especially made for my trip I won't have due to the incompetence of the Specsavers Canal Walk staff. I was informed that I will only get the "wrong" lenses two days after I leave South Africa and the correct ones almost a week later. I will then be able to just switch the lenses.

Two days later the "wrong" lenses were sent to me and I needed to get someone to fetch it and ship it to me while I am abroad. The sunglasses were not ideal or what I wanted but what could I do as everyone in Spec Savers were really sorry that it happened and I just needed to accept that.

Days later the lenses that I ordered 3 weeks ago arrived. I once again asked someone to fetch it for me and send it to me. I have now taken the lenses to a sunglass boutique like I was advised to switch the lenses and the feedback I received was that THE LENSES DO NOT FIT THE FRAME. Uuggghhh!!! What a bunch of *****s that work at Specsavers Canal Walk. I regret ever putting my foot in Spec Savers Canal Walk and would never go back there. This is so frustrating. I payed for a service and was guaranteed that I would get it. When I didn get it the people involved just shrugged up their shoulders and said sorry.

This is an upsetting and frustrating matter and the responsible people needs to be taken to task.

I do not want someone from Spec Savers Canal Walk to phone me and apologize. If an area manager or someone higher than Heidi or Wesley can't contact me than I am not interested in a response.

I desire feedback on how this matter will be resolved and what is the recomendation of how i proceed with this matter.