Poor Customer Services - SepcSavers

Dear John Perkins, CEO of Spec-Savers

I am writing this email to bring to your attention the lack of proper service I received that your organization, SpecSavers is providing to its customers. I visited the Bluff Towers SpecSavers on the 27th March to get my eyeglasses made and till today, 6th April, I haven’t received them yet. I am highly disappointed by the lack of professionalism shown by your organization or processes towards such an essential aspect of your customers' lives. I am not blaming the staff but your unagile processes or business model.

Eyeglasses are not just a cosmetic accessory but a critical need for many customers, including me, who rely on them to drive, read, and even perform day to day tasks. Hence it becomes imperative that you understand the significance of prompt service in this industry. Your failure to move with the times is impacting your customer experience and is highly unacceptable.

As a long-standing customer of your brand, I urge you to take this matter seriously and review your current business model. If that means hiring more employees or adding an additional cost to the price tag, so be it. The objective should be to provide high-quality service with a shorter turnaround time . Customers like me are not concerned about the price factor but look for service that caters to their needs satisfactorily.

I hope you will immediately take steps to rectify the situation and ensure that other customers do not face such difficulties in the future. Your prompt action and intervention will undoubtedly enhance your reputation as a trusted customer-centric brand.

Thanking you in advance for your attention and immediate action.

Yours sincerely,

Sibusiso Mkwa****