Poor Service and Damage to Glasses at Canal Walk Branch – Request for Resolution

On 25 November 2025, I purchased a pair of glasses under the 2-for-1 special at your Canal Walk branch. Before making the purchase, I specifically asked about the return, warranty, and repair policy and was assured that the glasses came with a 12-month warranty. On 29 May 2026, I returned to the same branch because one of the hinges on the frames had come loose. I was informed that I did not qualify for a replacement and that the store would repair the glasses instead. The assistant asked me to return at 13:00 that day. When I returned at the requested time, I was told to come back the following day as the glasses had not yet been repaired. When I returned the next day, I discovered that not only had the glasses not been repaired, but they had been damaged beyond repair. The lenses and *****s were loose inside the box. I am extremely disappointed with the service I received at the Canal Walk branch. There was a complete lack of accountability — when I asked for an explanation regarding the failed repair and the additional damage, staff simply looked at me without providing any answers or solutions. I expect this matter to be resolved urgently, including a full replacement of the damaged glasses at no cost to me.