Specsavers Silverwater crossing (Pretoria) – Extremely Disappointing Service

I am very unhappy with the service I received from Specsavers Silver water crossing.

I ordered prescription glasses in mid-January and followed the Specsavers app, which notified me that my glasses were ready for collection. When I went to the store, I was then told that my glasses had broken and that they would need to order another pair, which would take an additional two weeks. This information was only shared when I arrived at the store, despite the app clearly stating that my order was ready.

I asked if there was any way to speed up the process, as I have already been waiting for a long time, and I was told that this was not possible.

I was given sunglasses; however, the service around this was also disappointing. I was not offered the opportunity to try them on and had to ask myself before being allowed to do so. This made the experience feel rushed and careless, especially considering the inconvenience was caused by their error.

The entire process has been frustrating and unprofessional, with poor communication and no real effort to assist or accommodate me. At this point, I am seriously considering cancelling my order, requesting a refund, and taking my business to Lensmart instead.

I expected far better service from a company like Specsavers and would appreciate feedback and a proper resolution to this matter.