Sickening service at mercantile spec savers

Here’s abit of insights on your mercantile, port elizabeth branch. My child had her specs renewed around feb/march 2023. At the front desk she was told for the government selection they only have a few frames to choose from. My husband was then showen which specs to choose from and said they were basically forced to choose this specific frame. I remember her being upset because she didn’t like that frame. Long story short. The frame is now bend. My husband and daughter again went to the same optometrist to get it fixed before it breaks complete. The assistant that helped them the first round said they couldn’t have gotten the specs from their store clearly the records will show. While going to the back office my husband heard a lady shouting “you see this thing about these people receiving free glasses” then she approach my husband with a good day sir. They are now stating we did not receive the specs from them however on the frame big enough the spec saver logo is on both sides of the arms. They refused to fix it and now wants us to pay for a new frame they will give us 50% discount. You tell me does it even make sense. The frame broke exactly where it bent and it reeks of glue. The whole inside is shiny. Looks like someone made a ****oo on our expense. I am concerned!!

My 11year old will have to go to school without her specs. How is this child going to do proper school work when she can hardly see a thing!! Is this the type of service spec savers are giving their clients. Being it government selected specs or even paid specs. Would the service be the same had we paid for them. I refuse to take out a cent for a new frame. This one is on you!!