Horrible Service from Northgate Branch

To whom it may concern

My wife and I visited Spec Savers Northgate Branch on Sunday the 5th of January 2020 for an eye test as we are both due for a new set of glasses, and with the Summer Promotions Specsavers has to offer, we gladly made use of this as being a customer of Specsavers for over 10 Years.

Upon our arrival, our details were captured and the pre eye screening was done by the person behind the counter, even thou he struggled entering the data correctly but so far so good!

As I used Specsavers all my life, I know more or less what to expect when an eye test is performed, usually it takes around 30min – 45minutes. This weekend, we received revolting service from the above.

The eye test I received was basically a 5 minute chat with a 5 minute test with the most outdated equipment, and the optometrist only used a pair of eye test glasses to perform the testing. It was done so rushed that I felt like she had many other customers waiting and needed to do this quickly, as I also believed that they are fully booked.

Also when my wife asked her (she was the second patient for the day) why does she not use the eye test machine, the optometrist said that she prefer using the glasses as its quicker?, again this shows evidence of someone that just want to get through the day.

I stood up and walked with the prescribed lenses that’s now attached to this glasses and said to the optometrist that the glasses is making me nauseas and that I would not be able to wear this permanently. Her responds was that because I did choose the red block on my test, (red and green test), my eyes will get used to it.

Furthermore, after the testing, the gentlemen behind the counter said that I can choose a pair of glasses to a certain value as the medical aid only covers R1686 – R507, leaving me with R1179 to spend on a frame and lenses. He wasn’t sure if the R1686 is for one member of all of us? Not sure if this person only started his job on that day, as he was clueless on working the system, understanding the promotion and assisting us making a sound choice to get the most value. I phoned my medical aid and they confirmed that the eye test is separate that they will cover apart from the R1686 I can spend on lenses and frame.

Why did the gentlemen not phone them to make sure?

I also mentioned to him that I don’t mind paying in a bit, as long as I get a proper frame as it’s an investment for another 2 years towards the health of my eyes.

After I chose a blue sticker frame and sunglasses, he worked out that I will need to pay in R2600??? When I got a cheaper pair, with cheaper sunglasses, I still needed to pay in R2300? This does not make sense and he was unable to assist here? he even mention that because it’s a “BIG AMOUNT”, i need to give a deposit before they will even start? My very first time that I needed to pay a deposit for glasses to be made.

The worst part of it all, my wife was told that she is not allowed to choose from the sunglasses as she must take a pair of normal spectacles and they will put sunglass lenses in it, and even worst, she needed to pay in R900. Her frame value was only R799. Not sure how he even got to that number.

We asked them to give us our prescription and we will go elsewhere as even their stock were very limited to choose from.

I decided to get a second opinion and got my eyes tested again at Specsavers Douglasdale as I couldn’t trust what was given from Specsavers Northgate.

With a friendly handshake from start from Mr Moodley, a proper consultation with state of the art equipment, and proper service from the lady behind the counter, I really felt like they invested their time to go through all the necessary testing and going through all the frames explaining each etc.

He also assisted me getting the right frame shaped for my face type, he measured my eyes and did some adjustments etc. At the end of the day I am only paying in R385. That is far better than what I got from Northgate?

He compared the two eye test done yesterday with today’s one, and its way out. The one is out with2 lenses and the other with more than 3 lenses? How is that even possible? The prescription from yesterday were completely off, and he advised me that he would not recommend going for the prescription that I received yesterday from Specsavers Northgate as it will worsen my eyes. I phoned the medical aid and reported the issue as well and they advised me that Specsavers Northgate has already submitted the claim and was processed? For what? A 10mintue eye test that is inaccurate?????? How is that even possible that one optometrist from Specsavers Northgate can get it so wrong??????

We will not visit Specsavers Northgate again as we had to pay for a new eye test to be done, R507 for a 10 minute test is ridiculous ending up paying double because someone does not know how to do their job, I would like to request that Specsavers Northgate refund the money we paid unnecessarily to my medical aid.

I am pleading that this manner will be investigated and feedback given.

Regards Rohan