Poor service @ Carletonville

<p>I received my glasses in 2015 which I was very happy with the service and glasses, until one of the nose supports broke in January 2016. I was in Durban at that time and went to a Spec-Savers there. I was told they can't fix it, but the frame is still under warranty and I must contact the shop where I got it, which I did. I was told that they'll phone me back and advise accordingly. Weeks later I phoned, to be told that they'll send a frame to one of the shops in Durban, and will advise me where to go. We were moving back to Carletonville after being in Durban for 4 months, and took my glasses in for replacement middle March 2016. To save costs, I authorized Spec-Savers Carletonville to transfer the lenses from the old frame to the new frame, even though the shape was different. About 2 weeks later I received my glasses, lenses not put in professionally since there were gaps between the frame and lenses, but I accepted it since I needed my glasses. Strike 1 for poor customer service and no feedback.</p> <p>I took my children for eye tests in 2016. My daughter got her glasses in August 2016 (at age 11) under the 'Kids right to sight' program. I then took my son also for his eye test, which was also done under the 'Kids right to sight' program, since he was 12. I was promised excercises for his eyes, since he's got one eye going skew, but other than that he's eyes were perfect.</p> <p>I've enquired in November 2016 about contact lenses when my dog 'ate' my glasses, and I was informed that they'll order a trial pair for me. I've also reminded the optician about the excercises for my son.</p> <p>Since then I've phoned and visited the shop more than 4 times to enquire about my contact lenses. Some time ago I also received a phonecall from Spec-Savers. The gentlemen claimed to be from headoffice and he is following up on the service received at Carletonville branch and if I received my trial pair of contact lenses. I told him that nobody phoned or followed up, nor did I receive the trial pair. Strike 2!</p> <p>As Murphy goes, my daughter's glasses broke yesterday - the metal attachment to the hinge pulled out of the earpiece. I took it to Spec-savers Carletonville only to be told they can't assist me. Reasons being, (1) my daughter is now too old to be assisted under the 'Kids right to sight' program since she's too old, and (2) the glasses are irrepairable. I found this funny since my son could be assisted last year when he was 12 and I fixed it myself this morning with a drop of Qbond! Surely it's not the perfect solution to stick it, but my daughter as able to go to school and able to read/write without struggling to see. Strike 3!</p> <p>Furthermore, I was told that my trial pair of contact lenses was never ordered, and they are not going to order it for me now since my eye test is due in 3 months and I'll not be able to use the contacts for long. Question, what's the use of a trial pair of contacts? Is it not to see if you'll cope with contacts, and surely disposable contacts are made not to last more than 30 days. Thus by the time my eye test is due I would've been able to tell the optician that I want contacts or new glasses. I wanted to see if I'll cope with it and if my eyes will adjust to it. I did use contact lenses years ago, but I requested about a trial pair since I assumed the condition of my eyes could've changed in the meantime. Strike 4!</p> <p>I requested how much a child's frame will cost, which I was told nothing is available and that the specific frame my daughter chose last year is not made anymore. They were going to let me know today if there's any solution to my problem, but haven't received any yet (although I do realise today still has some hours to go till it's over).</p> <p>When I said to the ladies I'd be very supprised if I do get a call, I was told that they can only supply me with an answer if they get an answer, with lots of attitude I might add. The optician asked why I say that, I rep**** by saying I'm still waiting for someone to phone me about my trial pair of contact, and still waiting for the excercises. </p> <p>The reply ... I'm sorry but I'm busy and have lots of kids to attend to.</p>