Poor customer care

In December 2017 I went to Specsavers in Tygervalley and paid cash for an eye test and new spectacles while they were running a promotion. In January I went back as the frames were flimsy and had it re adjusted. The supervisor I think called Karen was called , as I mentioned I was not comfortable with the frames. They felt flimsy and very fragile. She said that I could come back anytime it needed adjusting. In March the same thing happened and I went back. Again the assistant adjusted the frame and called the same supervisor and she said the next time it happens , she would take it in and get advice from someone as the frame seemed faulty. I pointed out that the glasses are readers and hang around my neck . I do not balance it on my head and was it still attached to the string I purchased from them at the time of the transaction. At the beginning of May I again went back and again the glasses were adjusted. On Sunday 17th of June I went back and a very nice lady with red hair politely offered to adjust the frame for me . I mentioned that I was not happy to keep coming back as the frame was very flimsy and It still had the attachment to support it hanging around my neck. She said that she had to first consult the supervisor. I mentioned that it was the same lady I had spoken to each time I came in as they always seemed to have to call her. She was very defensive and said that it was impossible to be her as she was not there that long. She was not very friendly and seemed to have a defence barrier up. She was not interested in my explanation and said that she wears her glasses on her head and it stretches it a bit. She felt it was me damaging the glasses. I pointed out that it is hung around my neck. The red string I purchased with the glasses was still attached. She then loudly said but I take it off and put it back on and it is damaging the glasses. I explained it was reading glasses and I have to move it off my face when I am not reading or use it for work. I pointed out that readers do get taken off when one is not reading. She said that they were not replacing the frame This being said without checking when I received it. It was six months ago and surely my previous interactions with her must have been noted somewhere. No checks were made. I felt very un -comfortable about the condescending manner I was being addressed. She then turned her back and walked away without further apologies or explanation. I did not feel very good. The other lady politely said she would adjust the arm and was very nice towards me. She left and came back and the arm had broken while she tried to fix it. I felt very bad for her after her kind intention. She said she would replace the frame. I heard nothing after this On Thursday 21st June I called to find out if my spectacles were ready and the lady who answered could not find the glasses. She called me back a few moments later and said that it was in the drawer with a note. Nothing had been done. I was then told to come in and choose a new frame.I went in on Friday 22 nd after 5pm. I found a frame and the person who helped me was kind and polite. I was told I could wait but I offered to come back on the next day , Saturday 23rd not wanting to put too much pressure on the process. I went back today and the glasses could not be found. I offered to come back. Luckily 10 minutes later I received a call as it was found.

I am really disappointed about my experience with the frame not being replaced in the first place as there is a warantee on the it. I did not enjoy being made to feel that I had done something wrong when I was addressed in a condescending tone when speaking to the supervisor about my concerns with my frame on my visit. She should have checked at first on her system when I purchased the frame and made a proffesional decision. I don't think I want to go back to Spec savers as it leaves a bad taste in my mouth.