SPECSAVER SOUTHGATE ONLINE BOOKING TOOL UTTERLY USELESS

when you walk into specsavers they insist you can only make an appt online. making an appt online is UTTERLY USELESS!!!!! made an appt for my son - online appt - at specsavers southgate, in the beginning i wondered why i could get an appt date and time so easily as all the other the specsavers were fully booked for at least 3 days in a row. this should have been a sign. you walk in and no one even looks like they really want to work there let alone help you. i called them 1hr before my appt to confirm the online booking made and advise that his granny was bringing him in and he didnt have his ID with him, the guy advised that i can email copies through which i DID!!! Grany brought my son in and no one could find the booking which was done online, after back and forth, they find the booking and then they advise she needs the ID for my son, grany is advised this as well from the supervisor so she leaves, gets called back by the guy who know about the ID copies, then they proceed to take another 40 mins to advise whether there are benefits on the medical aid, note the time now 16h10, appt booked for 15h30, other customers walk in after them and get served, while they wait for the lady to confirm medical benefits. at 16h20 i called grany and told her to leave this is unacceptable, at this point they call my son up for the screening, and then the eye test to follow. optometrist advised that his eye script has marginally changed and we dont need glasses. in the meantime while they receive this horrific service i escalated them directly to specsavers as well. i receive a phone call from the manager of the store to apologise and yet tell me off in a *** way that the grany walked out the store WE HAVE IT ON CAMERA.... yes of course she did as your supervisor told no ID no service, she left....... and last time i looked i am the client, worst apology EVER!!!!