Spec-Savers Fairbridge Brackenfell | Shocking Customer Service

Spec-Savers South Africa

To whom it may concern, i have been a loyal customer of the spec-savers brand for around 16 years, with amazing service from your PE and CPT branches alike.

I recently had my annual eye test done at Spec Savers Fairbridge Brackenfell, after which my prescriptions were decreased, i used the trial contact lenses given for a few days which felt relatively fine at first.

I proceeded to order 3 months supply of the daily contact lenses from Contact Lens Club after some further consultation with the branch. After a few days use i had discovered that the prescription given by the optician was in fact incorrect as my vision continued to blur with the newly purchased lenses. I contacted the store to discuss, where i was met with pure disrespect and disregard for the issue at hand.

I have reverted back to my previous script which fits comfortably and my vision is clear and contact use comfortable.

I am shocked at the level of rudeness from the receptionist whom i contacted 3 times today in order to speak to the optician. After being promised twice that the optician would call me back twice, i called for the third time after 5pm. I have subsequently been informed that the branch takes no responsibility for the aforementioned even though the prescription came from the optician. I understand that ordering the lenses was my choice, unfortunately this was done based on the test done by your healthcare professionals.

It is shocking to say the least that a life long customer has not been assisted, no management intervention and no suggestion on a recourse will be taken as per the reception lady to whom i spoke. There was not even an offer to redo an eye test (not that i ever want to return to this branch).

I am horrified by the experience and the brand image created by the team at Spec-Savers Fairbridge after the amazing service i have had from multiple other outlets across the country.

I do hope that the receptionist will be taken to task for her careless and very argumentative attitude over the phone. Representing a national company, surely there are guidelines as to how one handles customers on the phone and in person.

I sincerely hope that no person who is cash strapped, without a medical aid or unable to afford being exposed to such poor practices and unable to afford buying replacements out of their own pocket will visit this store. If they are unable to purchase replacements in cash in the future, what is the stores suggestion for the mistakes they made during the diagnosis? Sight is after all a gift, one that we must pay for.

Spec-Savers South Africa thank you for the great service over the years, but i will never return to your branches after this super front end attack from your reception team and refusal from the management team to even assist or call me back and no form of recourse offered.

Shocking shocking shocking to say the least.

@Specsavers - FairbridgeMall, Brackenfell, CapeTown