Shocking Service -

I reached out to your business regarding my account and the bad service I have received. Unfortunately I am left with no choice but to express my dissatisfaction with the service Specsavers has provided and take legal action if this remains unresolved.

-During early 2024 I visited your Specsavers branch, to have an eye test (as per special Specsavers was running at the time. It was determined that I am in urgent need of Multi focal glasses. - At the time Specsavers was running a special, free eye test and if you ordered prescription spectacles you qualified for a free pair of sunglasses. - I requested a quote for reading glasses, which was provided at the time. -I have full medical aid which at the time and to date has a savings account which accumulates annually with balance of over R40K that is available, and is still available. -The idea behind it was that all costs could be covered by Medical Aid, and no extra costs to my personal pocket, otherwise I would not place the order. - A request was placed at the Specsavers Branch with your receptionist in ***amas to contact Medihelp and see if my Medical Aid would cover an additional pair of prescription sunglasses as there were more than ample funds available in the Savings Account. - The receptionist confirmed that she had been in contact and that there would be absolutely no extra costs to myself and the Medical Aid would cover everything. - It was agreed that I would place the order for 1 Bifocal normal day to day Spectacles and 1 Multifocal pair of Sunglasses, due to the information that I had received from your ***amas Branch receptionist/admin person. There would be no additional costs to my personal pocket. - On a return visit to finalise the fitting of the lenses, I was informed that there was a delay and my order had not been processed. The receptionist/admin lady had ****** money and committed *****, neglected orders and had left without notice. She was missing and nowhere to be found. At the time a case had been opened against her by Specsavers. -On the same day my order was confirmed and processed after a very lengthy period of time, which costs me half a day out of office. This should've been a 15 min process. At the time there was no idictaion from Specsavres that anything had changed with regards to costs and claims via medical aid. I was working on the infomrtaion provided to me by Specsavres, as per my request. - After 3 weeks I received a notification via SMS that I can come collect my reading glasses, but my sunglasses order was not yet complete. I travelled from Augrabies and took time off work to arrive at your ***amas branch only to find that the shop was closed. This was midweek and just after I received notification. This cost me fuel, time away from work. This is unacceptable and Specsavers needs to pick up the travelling costs, and my wages for the 2 hours of work I missed for the day, due to the misinformation that I had been sent. - A week later I phoned the ***amas branch after receiving another SMS to collect my order. There was no answer after several attempts. I then contacted the Upington branch to hear if ***amas is open before I travel and receive the same fate as the previous time, fuel costs and time away from work for no reason. The lady in Upington infomred me that the shop should be open and that she would make cell phone contact directly with the admin person running the shop. She informed me that she had made contact and that the shop was open, so I could go and collect my order. On arrival I found the shop closed and nobody available. I made contact with the Upington branch while waiting and was infomred that they have tried to contact the admin person in charge of the shop but they can no longer get a hold of her. I then had to travel back again to Augrabies after not receiving my order, having for the second time incurred additional costs personally, due to the incomptetence of Specsavers. - On my 3rd visit I finally received my reading glasses but no sunglasses. This after having received messages on numerous occasions that my order for both was ready for collection. - 2 weeks later I was contacted to say that my sunglasses have arrived and I can come and collect them. This happened uneventfully and I received them. On collection I was infomred that I need to pay additional costs of R9700-00. - I have received conflicting invoices, 1 of R9700-00 and then another as per email sent from Jomarie van Aarde on the 16/05.2024 of R7090-00. Jomarie had indicated that I had been billed incorrectly and the correct amount is R7090-00. Please check your records.

To sum up: - The receptionist/admin person was *********** and informed me with the incorrect infomrtaion that was vital to me confirming the order. The receptionist was caught *****ing and had commited ***** during the period that my order had been placed. This is purely the fault of Specsavers staff and the Employer. As a customer I can't be held accountable for the competency and honesty of Specsavers staff. - I was infomred that there would be no additional costs by Specsavers. Again a fault of Specasvers and the staff employed at the time. - I travelled to ***amas on 2 occasions for no reason, due to SMS messages sent to me by Specsavers saying I can come and collect my order........... incurring fuel and work related costs. Again complete incompetenmce of Specsavers. Travel costs from Augrabies 120km in total at R4-84p/km and 4,5 hours out of work at R145 p/hour. - Specsavers Invoicing and admin process is flawed, with conflicting Invoices. Which one is correct? R9700-00 or the R7090-00 amount. Again a Specsavers fault. - The special at the time included a free pair of Sunglasses if you ordered a pair of prescription glasses. I have not received this and no equivalent discount or value has been given to my account for the "free sunglasses" Again a fault of Specsavers. Surely if you are running this special the customer should receive the benefits of such a special. - I had been in contact on several occasions telephonically to address the situation and was informed that this had been resolved. Clearly this is not the case.

In conclusion: - Specsavers needs to be held accountable for all the incompetence that has been incurred by the customer, meaning myself. Specsavers is accountable for their staff and the service they provide. - Specsavers needs to resolve the issue with the Medical Aid and the misinformation provided to me regarding what costs I would have incurred prior to my confirmation of the order. - Specsavers need to discount the unnecessary costs incurred by myself at AA rates for fuel and hours away from work. - Specsaverts needs to verify what the correct invouce is and clear up the conflict in the invoices that have been issued. - Specsavers needs to either credit my account for the free sunglasses promised as per the special running at the time or provide me with this free pair of sunglasses. - Specsavers needs to take upon themselves to resolve the dispute with my Medical Aid and claim the funds directly however they choose to. There are more than sufficient funds available in the Medical Aid savings account. - Specsavers needs to ensure that there is no credit listing that will reflect in a negative manner towards my credit score.