Spec Savers Musgrave - Pathetic Service

The only reason why I went to this branch is due to location convenience since I relocated. This branch has no customer service at all. I broke the hinge on my spec savers frames and requested a new one in mid August 2021. The service consultant Kate at Musgrave offered me a generic frame which she showed us in a packet, one would obviously assume those frames had hinges! And I agreed to have these frames. Upon receiving the frames I realised that this generic frame does not fold because it has no hinges. I complained about these cheap frames and I then requested a direct replacement of my original frame of which they sourced and confirmed that Spec Savers Woodburn in Pietermaritzburg has stock in my presence. Woodburn confirmed they would keep that frame aside and send it to Musgrave. The arrangement would be that I leave my glasses once again with Musgrave, they will await the frames to be delivered from Woodburn and thereafter send my glasses and the replacement frame to Pavillion to put together. It is now 4 weeks later and I popped in the Musgrave store requesting feedback. The staff could not pick up any order under my name, they called Kate and then I get feedback stating that Woodburn did not have stock and they ordered my frames from the supplier. Does this store not know how to give feedback??? Or is this the truth? I was told before that the supplier has discontinued my frames so how is it possible now that the supplier has stock? If they ordered it, why could the staff not pick up my name? Furthermore, the staff said the manager will escalate and give me feedback on the 1st October. I did not receive any call as of yet. I have always received good service from Spec Savers in Pietermaritzburg but Musgrave has been a total disaster.