Terrible Service!!

Spec-Savers Greenstone Shop U121, Greenstone Mall Corner of Modderfontein Road and, Van Riebeeck Ave, Edenvale, Johannesburg, 1609 Optometrist

Urvashi Ramdhani

I am so appalled by the poor lack of communication from this store, the consultants and the Manager included, that I will not even contrribute any stars to them. I confirmed and placed my order on 1st Feb using my current frame. My eye test was very detailed regarding the specifications of lens I required due to eye surgery. The consultant Natasha never mentioned that this would be an order from overseas!!! I explained to her not only do I require them for reading, working on the computer and watching TV, I also require them for night driving. She mentioned she will prioritize my order as I had no spare lens. On 5th Feb I tracked my order via the WhatsApp message sent, and it stated currently being processed. I called the store to enquire on my order. The store manager Raschika took my call and stated she will follow up. I called again on 7th Feb and spoke to Moira. Moira called me back to say that the order was still being processed. I asked for the manager to call me. No call was received. On 9th Feb I called the store and asked for the manager. I spoke to Raschika and she then informed me that my lens was ordered from overseas!!!! This was never communicated to me!! Today, 10th Feb, 10 days after placing my order, I received a call from Raschika informing me that there is no ETA on my order. I asked them to credit me as this has been paid via my medical aid and return my frame, only to be informed that my frame was also sent overseas!!!!! This was never communicated to me and my order has not yet arrived in the country!!!!. The store was too quick to send a security measure for themselves stating they will not be responsible for any damage to my frame, but where was my notification that my frame was sent overseas??? I could have taken my order to another service provider. I have suffered severe multiple migraine headaches due to the strain on my eyes trying to use a pair of reading glasses!!! No ETA can be provided to me as to when my lens and frame will be arriving!!! So frustrating!!! I received a response to the website complaint to send my details to the wecare email address. Nobody responded to my email or contacted. The store Manager Raschika called me on 11th February to inform my glasses will be in store on 13th February. I received a call this morning from informing me now that my lens was held at customs! And what made me more upset she **** to me about my frame being sent overseas, because today when she was reminded of the conversation about refunding me and returning my frame, she stated that my frame was currently at the local lab. I am so upset regarding the lack of communication and now lies that I have to deal with. The area manager Tswelopele Madoda called me as I refused to speak to Raschika any further and stated she has requested this to be given high priority. After 13 days I still am with out my glasses and still been given the run around with conflicting nonsense stories! And my frames have been in South Africa all this time!!! I will never recommend this branch to anyone else!!!