Specsaver brits mall making us pay for a free service

I visited specsaver brits mall on the 20th of October with my now 7 year old daughter for an eye test appointment. We did everything and the optometrist recommended a pair of spectacles for her.

There's a colored lady at the reception who then quoted me R600 for frame n lenses. When I asked about the free eye test n glasses for kids offer she told me that it has ended. I then told her that the lady who I made an appointment with did not tell me that, she even asked for birth certificate.

That's when she agreed to discount everything and said to me money will be paid by the lady who made an appointment for me. Fast forward, 2 weeks later I got an sms that my daughters spectacles have arrived. I went to collect on the 16th of November, when I got to the store they tell me that my daughter's spectacles are missing. They will arrange with wonderpark lab and call me the next day to come n collect. To date I have not received any call. Can this issue please be escalated because it is as if the store want to make me pay for a service that was advertised to be free.