I want my spectacles

Very disappointing experience from Spec-Sever Springs Mall.

I've done my glasses and eye tests there, after a year my glasses broke. The part of the frame that put together the lens onto the frame came loose.

When i took the glasses in to Spec-Saver in Springs Mall, the attendant advise that the same model of the frame will be ordered, and that the lenses from my broken frame will be transferred onto the new frame. therefore i will only pay R250.00 labor.

Two weeks passed, no feedback. I then went to the branch to follow up on the progress, only to be told they still haven't ordered the frame. Some sweet lady then took the file and order the frame straight away.

Two days after, i have received a call from the Springs mall branch, and i was told that the manufacture of my current frame is out of stock or the same frame may have been phased out. therefore the solution would be to choose another frame and everything else will be done via insurance, and upon collection i will pay the amount of R500. i don't know whether this amount was for the lenses or excess? i don't know. No insurance terms were given or disclosed when i initially purchase the spectacles.

To my surprise, they phoned my wife two days after, and advise that for them to proceed with the insurance claim, an upfront payment of R500 is required. "But initially this amount were supposed to be paid upon collection. When my wife ask questions towards this, and since there was no sense on it. She was told that their Head Office Requires that we make this upfront payment before the insurance claim can be logged.

Well i say bull****, i don't care about Spec-Saver Head office. i just want my glasses and that Excess will only be paid upon collection. it is still within my rights to reject or accept the outcomes of the insurance claim. What this branch did is total exploitation on customers.

I am very disappointed with Spec-Saver, and if this is how they work, you will never see me there and i will recommend other individuals to look for alternative optometrist.

This issue hasn't been resolved, i am still stuck with the piece of **** spectacles that they were long supposed to replace or fixed months ago.

This happened between March and April 2019.