Paid for merchandise I have not received

On the 9th January 2020 I took my frames to Spec-Savers Rosebank to get new lenses put into the frames which I supp****. They told me it would take no more than 10 days. After 10 days when I hadn't heard from them I followed up in-store and they couldn't find my glasses and they told me that they would arrive on Friday 24th of January. They never arrived and I followed up with an email on the Tuesday 28th January to the email account at Specsavers Rosebank Mall <***>, which they never responded, later that day I tried contacting the head office and got no response and then sent a follow up email to the head office about my experience. Eventually I was able to speak to the store manager (Sean) at the Rosebank Mall shop and he appologised and said the lenses were scratched and they had sent them back (none of this was communicated with me). I asked him to please return my frames and refund me and I would rather go somewhere else. He said he would then phone me later that day and confirm, which he never did. On Friday 31 January I still hadn't heard from Sean so I phoned at 12:10 and left a message as he was not available, Sean phoned me back at 14:08 and told me the labs that make the lenses had sent my glasses to Durbanville by mistake and to rectify the problem they would offer me a pair of subscription sunglasses free of charge (which was not free it was just part of their promotion) and they would refund me the money and my glasses would arrive on Monday the 3rd February. I still hadn't heard anything on Monday so I went in to the shop and choose my 'free frames', and find out about my glasses. The lady working at the till was busy rubbing lotion into her feet on the counter while serving me which is both disgusting and unhygienic, she took the frames I chose but didn't take my details. Today (Wednesday 5th February) I phoned at 10:17am and they still don't know where my glasses are.

SpecSavers was very quick to take my money and withdraw funds from my Discovery savings but can't deliver. I want my glasses back and a full refund. I also want the 'free' sunglasses that were promised to me.