HORRIBLE SERVICE FROM KURT, SPEC SAVERS CANAL WALK

I have been using Spec Savers CANAL WALK for about 20 years now. Our whole family have weak eyesight,, and we are 100% loyal to this store. I have however,NEVER received such ********** service as I have recently at the CANAL WALK BRANCH, through staff member KURT. I came into your store over a weekend and brought my daughter's frames, that we had purchased under a year ago, a very expensive pair of frames, where the one arm literally just came loose while she was sitting and chatting to us. This frame is obviously still under warranty. Kurt said not to worry he will source a new frame. I asked him to please revert by Monday with feedback as my daughter is 16 and needs her glasses, particularly in the evenings whilst doing homework. He didn't call back on Monday like he said he would. A week later, after a hectic week at work, and me noticing my daughter's eyes getting swollen and red, I remembered her glasses and called the store. She had been keeping her contacts in her eyes till late in the evenings whilst working on homework. Kurt ONLY STARTED to source new frames AFTER I followed up nearly a week later. He said he found a new frame at a store in an outlying area and they will send it, it should take a few days. I didn't hear from him for a further 8 days. I kept calling in between and leaving messages asking for him to call me back. He never did. I spoke to Josh and Samantha and left messages with both of them for Kurt to call me. He never did. My child is suffering, struggling greatly, and all I wanted was to speak to him to follow up and to find out how long it would STILL BE. Have the courtesy to keep me informed. APPALLING SERVICE. My family spends a lot of money at that store. 0% customer service from this person. You would do yourselves a favour by hiring good staff who actually give a **** and are not just there to collect a pay check at the end of the month. I've loved this store, I NEVER had an issue, but now I'm left with a bitter taste in my mouth.