My spectacles

To Whom It May Concern,

I am extremely frustrated and disappointed with the service I have received regarding my glasses. I first consulted at your Carnival Mall branch on 14 October 2024, seeking glasses for laptop use due to my sensitivity to lighting. Since my medical aid did not have sufficient funds, I opted to pay cash.

I was initially told I could collect the glasses and that I had a 7-day window to return them if there were any issues. Unfortunately, the glasses were pulling, so I booked an appointment and returned them on 8 November to have the lenses adjusted. I was assured the process would take one to two weeks.

On 19 November, concerned about the delay, I called to follow up. To my shock, the person who answered sounded clueless and claimed the system showed I had already collected the glasses. This raised serious concerns about whether my glasses had even been sent back for the requested adjustments.

When I asked for my previous lens prescription, I was given the same one issued at my first consultation. Now, after finally receiving the glasses, I have been told to wear them for a week to allow my eyes to adjust. However, they still feel uncomfortable and "pull," making me doubt that any adjustments were actually made.

Adding to my frustration, when I asked why I was not called to collect the glasses, one staff member admitted she didn’t even know when the glasses arrived!

This lack of communication, apparent disorganization, and failure to address my needs have left me feeling deeply dissatisfied. I am now questioning the quality of the service and the adjustments made to my glasses, which I paid for in good faith.

I expect an urgent response to this matter and a resolution that includes: 1. A detailed explanation of what adjustments were made to the glasses. 2. Confirmation of whether the glasses were actually returned to be refitted. 3. A review of your processes to ensure such poor service does not recur.

I hope this issue can be resolved promptly, as I am currently unable to use the glasses confidently for their intended purpose.