Unhappy client

A week ago i went to the Clearwater branch as my daughter's spec's had lost a tample only to be turned back by their staff member saying i need to go back to the branch where i purchased the spec's how sick is that and does this mean that if I'm in Upington and my spec's needs special care i must go to Joburg where i bought them as other branches cannot help/assist your own patients? I was also there to do a new pair for myself and opted for Torga opticals after hearing the nonsense from your people. If you running a government entity where people are not serviced you will close shop sooner or later.