Spec-Savers The Bridge Greenarces Port Elizabeth

Good evening. I trust this finds you well.

I am writing to express my disappointment with the service I received at Specsavers, Greenarces The Bridge, Port Elizabeth specifically from the consultant Kaylee. On 29 January 2025, Wednesday. I visited the store to select new frames and lenses.

Unfortunately, Kaylee was impatient and dismissive throughout the entire process. When I asked her to check my medical aid coverage for the frame, she was rude and unhelpful. She also made unprofessional comments about my appearance, stating that a particular frame "wouldn't look good" on me because I have a "big face."

Furthermore, Kaylee failed to educate me about the additional cost of the lenses, making me feel uninformed and belittled. When I opted for the zero-pay option, she was unclear about the process and became impatient.

I was puzzled by Kaylee's impatience, as I arrived 5 minutes before my scheduled 3:30 appointment. I believed I was being respectful of her time and the appointment schedule. I'm unsure if the frame selection process took longer than expected or if it was nearing the end of her shift, but I don't appreciate being treated rudely. As a customer, I expect a professional and respectful attitude, regardless of the time of day or the complexity of the task.

I am extremely dissatisfied with the service I received from Kaylee and Specsavers. I expect a higher level of professionalism, respect, and customer care from a reputable optometrist.

Furthermore, I intend to escalate this matter by submitting a formal complaint directly to Specsavers' Head Office. I expect a thorough investigation and resolution to this incident, and for Kaylee to be held accountable for her unprofessional behavior. In my opinion, her actions demonstrate that she is not suited for a customer-facing role and would be better placed in a back-office position.

I would appreciate it if the manager from Specsavers The Bridge, PE could contact me to discuss this matter further and provide a resolution.

I look forward to hearing from you soon and finding a resolution to this unacceptable experience.

Kind regards

Noxolo Mali