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Sally-Ann Zulch

1 reviews | Active since Apr 2018

06 Sept 2018, 15:30

Terrible service Specsavers Fairbridge

I was extremely disappointed in Specsavers Fairbridge Mall in Brackenfell. I booked a Free Eye test so that I could purchase Contact Lenses, I took a half day off work and drove from Stellenbosch to Brackenfell in order to get my eyes tested and to place my order. When I arrived I said I was doing the free test and needed to order the lenses only to be told there is no free eye test and they didn't know what I was talking about. I explained the advert on the specsavers website that said Free eye test or R500 off.. The lady went to the back to go check and then came back and said no I need to pay for the eye test and the Lenses and it only applies to glasses or frames. I explained I had driven a long way and was upset that there was this confusion and they I wasn't asking for free glasses or lenses but just the actual eye test and I was happy to spend money on the lenses only for the optometrist to respond and say they it does cost her because she had to study 5 years to give the test.. It was extremely frustrating and embarrassing asking for a free eye test with other customers in the store.. I look like the horrible cheap person when I just wanted what I booked.. In my mind the advert was not clear enough explaining the terms and conditions of the free eye test!! A simple apology for the confusion would have been appreciated or at least ask me to sit down and show me the promotion options etc... I was really upset by the way the staff responded and really didn't care about the inconvenience. I highlighted that I was more then happy to spend money on the lenses and I did not go there just for a freebie.. But I will definitely not be in a hurry to return to Specsavers anytime soon

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Replies (10)
Spec-Savers SA
Spec-Savers SA's reply06 Sept 2018, 15:57
Official

Dear Sally-Ann,

Thank you for taking the time to bring your matter to our attention. Unfortunately, the R500 off or free eye test offer is only for spectacles and does not include contact lenses, you can view the terms and conditions here: https://www.specsavers.co.za/offer/r500-off-or-free-eye-test

We will be sending your complaint regarding the service to our representative to look in to urgently.

Thank You & Kind Regards

Spec-Savers Team

SZ
Sally-Ann Zulch's update07 Sept 2018, 07:35
Reviewer Update
Thank you for your response, I think the misleading part of this promotion adverti*****t is the word "or", I was under the impression that you could choose between the R500 off "OR" a Free eye test. "R500 OFF or FREE Eye Test For a limited time only, get R500 OFF your Frame or Lens Enhancements or choose to get a FREE Eye Test instead." Firstly the staff did not even know about this promotion, they asked me to show them the advert and they went to the back of the store for look for information on it, completely shocked that I asked for a FREE eye test, after showing the advert and them researching further into it they insisted there was no such thing as a free eye test and it was R500 or be deducted off spectacles only. I explained I had especially taken off work and driven from Stellenbosch to Brackenfell and was going to order lenses on this same visit and didn't just simply want a free eye test and I wasn't asking for free glasses etc, the test doesn't have a cost as such to it.. It is a service. I am completely shocked and disappointed that the response was that she studied 5 years and it cost her a lot, I completely respect the profession especially since they assisted with my poor vision, but they completely missed my point regarding the free service over free products. I honestly can't understand how Specsavers can't seem to understand the confusion! I feel like a ******** asking for something for free.
Spec-Savers SA
Spec-Savers SA's reply07 Sept 2018, 08:33
Official

We have sent your matter through to our marketing department as well to bring this to their attention regarding the wording.

We truly appreciate that you have brought this to our attention. We have our representative investigating to have your matter sorted out.

Thank You & Kind Regards

Spec-Savers Team

Spec-Savers SA
Spec-Savers SA's reply07 Sept 2018, 08:34
Official

We have sent your matter through to our marketing department as well to bring this to their attention regarding the wording.

We truly appreciate that you have brought this to our attention. We have our representative investigating to have your matter sorted out.

Thank You & Kind Regards

Spec-Savers Team

SZ
Sally-Ann Zulch's update07 Sept 2018, 09:57
Reviewer Update
Thank you for your response. Desiree from Fairbridge phoned me and we discussed the confusion and incident. Thank you Desiree for the understanding and assistance.
Spec-Savers SA
Spec-Savers SA's reply07 Sept 2018, 10:00
Official

Thank you so much for the feedback.

You must have a lovely day further!

Kind Regards

Spec-Savers Team

SZ
Sally-Ann Zulch's update10 Sept 2018, 15:03
Reviewer Update
I am completely astonished with the blatant lies and poor service. After receiving a lovely phone call from Desiree from Specsavers Fairbridge, inviting me back for a Free Eye test and assuring me that the staff will be informed of my visit and I would be assisted by a different optometrist. Upon arriving at Specsavers we told the receptionist my name and that I was there for the FREE eye test, she said there isn't a free eye test, I then asked her to please phone Desiree about it as she had arranged this with me, after the phone call I asked her if everything was in order and she confirmed. I had a lovely experience with the Optometrist and she told me she would arrange a free trial of contact lenses before my purchase. She told me the cost of the contact lenses will be just under R500 for a three month supply or six months supply for one eye. Before leaving 5ye store I asked if I need to pay for anything, contact lenses etc.. I was told no money was due and I could pay for lenses after my free trial. Today I get a phone call saying I need to pay for the Eye Test and they will rather give me ONE MONTH free contact lenses. Eye test will cost R495.00. Why on earth would I agree to return to the store to pay for the Eye test?? I do no appreciate being told that I was obviously mistaken and misunderstood her when she invited me back to the store for the FREE eye test. Please can a representative from head office contact me to discuss this further.
Spec-Savers SA
Spec-Savers SA's reply10 Sept 2018, 15:16
Official

Thank you so much for this update. We have now escalated this to the head office area manager to attend to immediately.

SZ
Sally-Ann Zulch's update20 Sept 2018, 12:23
Reviewer Update
As of yet I have not heard from head office,as per the last message above. I have sent 3 emails to the Manager at the Brackenfell Specsavers and no response, I eventually phoned to ask for assistance as the sample Lenses where not suitable. I was told by Desiree that I choose to not u nderstand and I just want to argue. Simply because I asked for her to respond to my email and confirm that the strength lenses I received are correct. I even offered to return the second sample set as the strength of the first brand was the same to try a strong strength. Overall I just can't believe that this is how Specsavers treats people,purposefully avoiding emails and then being so extremely rude over the phone.
Spec-Savers SA
Spec-Savers SA's reply20 Sept 2018, 12:40
Official

The head office area manager representative of the store will be in contact with you. Thank you for this update.

Thank You & Kind Regards

Spec-Savers Team