AS
Abigail S

1 reviews | Active since Apr 2023

31 Jan 2024, 14:28

Spec-Savers Summer "Special" not worth it

I went to Spec-Savers Baywest 2 weeks ago and after my eye test needed to get new frames and prescription lenses. I opted for the "Buy 1 Get 1 Summer Promotion" but instead of choosing to get a free pair of sunglasses, I chose to get a second pair of spectacles. I chose a black sticker frame as my first pair and because there were no other options I liked, I chose a gold sticker frame which became the frame I would pay for as it is of higher value then the black sticker frame, and the black sticker frame would become my ‘free’ pair. The consultant took me through the quotes for both these pairs and told me to check the line items clearly showing 2x lenses and that the quotes included 2x anti-glare treatments (which was indicated with a code 1.5 FSV …), both quotes included these 4x line items and the second free pair quote totalled to R0 - all good and well - I thought I was getting 2x different frame spectacles with identical lenses and anti-glare treatments. I went to collect my glasses yesterday and there was a clear difference on lenses between my gold pair and the black pair, and I said to a different consultant I can clearly see a difference when looking through the lenses. After reviewing the quotes again, the new consultant explained to me that the free pair (black sticker) does not include the anti-glare but it is actually an anti-scratch treatment, and if I wanted this pair to include anti-glare I will need to pay an additional R900+. I feel like I was misled by the first consultant saying the line items on the quote for the second pair was anti-glare. The code on this line item also started with 1.5 FSV but had different end digits. So how am I to know as a customer the difference when checking and signing off the quotes? I feel they put this cheaper anti-scratch treatment on the quote for my free pair, in the hopes that I would not notice the difference when I came to collect. The funny thing is if I had opted to get a single frame and completely ignore the 'special', I would have had to pay for anti-glare AND anti-scratch additionally but at no point did I request anti-scratch. I feel there is something fishy going on and they either don’t know their item codes when compiling quotes OR they are creating the pretence that you are getting anti-glare but putting the cheaper anti-scratch code on the quotes. I told the new consultant I do not want to pay for the ‘free’ pair to have the anti-glare treatment added because the principle of the matter is I thought I was getting this for free. He said he would speak to his manager and call me but this was yesterday afternoon and it is already 2pm the following day. If I had known it was going to be such a rigmarole I would have just ignored the ‘special’ and paid for my original cheaper black sticker frame including the anti-glare and saved about R3000. Lets see if they ever call me back…

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Replies (1)
Spec-Savers SA
Spec-Savers SA's reply31 Jan 2024, 16:11
Official
Dear Abigail.

Thank you for having taken the time in bringing your matter to our attention. We have a Spec-Savers representative standing by to step in to attend to your matter with the utmost urgency and be in direct contact with you. 

Thank you and Kind regards
 The Spec-Savers Team