Unprofessional staff and lack of clarity

I would like to report the unprofessional treatment I am currently receiving at SpecSavers Musgrave branch. I bought glasses a while back and they have been phoning me to collect and pay the balance on my glasses.

On Tuesday I went to pay and collect. After a long wait, they gave me one pair of glasses which for some reason is falling on my face. They told me to phone the next day to find out from one of the consultants as to where she put my outstanding pair of glasses. I asked the lady why am I the one who is supposed to phone and not the other way around.

Indeed no one phoned yesterday to update me. I phoned the branch and the lady who answered the phone told me that they cannot find the pair and they are still looking for it. I asked her, when can I expect feedback about the decision on my pair as I cannot do anything without the tinted glasses since I have changed to the new ones. She said the other pair that I am phoning for feedback was free. Meaning from my point of view, I should not be bothering them about this pair since it was a freebie. I paid for this pair R799. If it was not for the additional pair, I could have gone elsewhere.

She said someone will phone me by close of business yesterday and no one did. They are soo unprofessional and undermining. They do not see the need to provide feedback and yet they are very effective in recruiting people to come and change glasses.