Specsavers Wesgate Mall

I went to have my 2 yearly eye test done and choose my frames at specsavers wesgate mall. The lady that assisted me with the frames advised there is an amount due as my medical aid did not cover every which I was totally fine with but she advised that I can pay the amount the next time I'm there to collect and that she will send the job off to the lab to have the lenses put in. Two weeks later I call the store and the person I spoke to said the lab is still busy with y spectacle and I will be notified once done. Another two weeks pass and then I decided to go in to the store and lo and behold my frames are still laying there and was never sent to the lab... So now they tell me that I had to pay atleast 50% of the balance before they can send it to the lab. So my question is why did the initial employee tell me this and the person that I spoke to on the phone also did not advise me of this... I have been following up from my side all the time and I don't get any feedback. The last time I was there they said they going to send it off as urgen but the manager or whoever she is was very lax and laid back about this whole situation. I called again and was told a long story of the fact that it is public holidays and whatever. I work in a customer service environment also and when I know that when the organization messes up that I need to go over and beyond my means to get the issue sorted but specsavers westgate mall just don't care. Since I was last there I had to call and follow up even after I asked them to keep me in the loop but nothing from them.... My current spectacles is very outdated and is causing me to have headaches but hey specsavers wesgate mall is not having it. I feel I want to cancel this whole thing and they must reverse the claim and pay me back the amount I paid for the specs.