Spec-Savers Helderberg Centre - Pathetic Service

I went to Spec-Savers in Helderberg Center, Somerset West. I had my eye test on the 30th of January. First they said there was a glitch in their system, and delivery was delayed. When I got my prescription glasses I returned it a couple of days later and I was told that the frame might be a problem, and they repeated the eye test. I was told there was a slight difference in terms of the prescription but if I select a different frame, that will solve the problem.

Needless to say, I had to select a different frame which of course cost more but this is the frame that will solve my problems. I didn’t like the frame but I went with it for the sake of having glasses.

Had to wait another 2 weeks for the new glasses, and when I collected it, the receptionist placed it on my face, and I kept it on because I wanted to make sure that everything was in order. I drove home with the glasses on but realised the multi focal issue was still not resolved. I took the glasses off, and then realised that the right arm of the frame was also faulty.

I phoned them again the next day and asked to speak to the optometrist, they said he will phone me back but he never did. That’s when I phone SpecSavers Customer Services and lodged a complaint.

The optometrist phoned me approximately an hour later, and I told him my prescription is still not good. He made an appointment for me to go to the Somerset Mall branch, for a second opinion.

I went to SpecSavers Somerset Mall a couple of days later when they had a spot open. I had another eye test, and again I was told there’s a small difference with my prescription, and the multi focal line split.

It was sent back for new lenses and I was told by the optometrist at Helderberg Center that they will expedite the order, but I waited another 2 weeks, and of course I had to follow up with them.

I phoned them on Friday the 27th of March, and was told “oh yes, we received it yesterday afternoon, and we delivered it to the Somerset Mall branch, you can fetch it there.

I fitted the glasses inside the mall, and I said to the lady that it seems better, but the moment I got into my car I realised it still feels exactly the same.

I phoned the Helderberg Centre branch immediately when I got home and was told by the receptionist that she has to find out what they can do now. She said she will let me know by Monday, but I insisted that she get the optometrist to phone me back same day.

I never got a call on Friday, or Monday; so today I phoned their Customer Service again. The lady who I spoke too was very friendly, and she said that she could see from my file that I had now been waiting 2 months for my prescription glasses. I explained my issue with her, and she said she will escalate to the area manager and the area manager will phone me.

Not long after, I got a cheeky WhatsApp message from the Helderberg Centre branch telling me if I want to cancel the glasses, I must return them to the branch. No attempt to talk to the client, no call from the area manager, just another request that I drive up and down to them because they are not competent to give their clients a service that they pay for!

It would seem that their mission is to give people glasses, it’s a complete side issue if you can see with them. Absolutely no after sale service, unless you phone after them 100 times a day!!

Absolutely disgusting and pathetic service!