unsatisfied customer,

URGENT!!!!!!!

The MANAGER Spec Savers Tygervalley

I would like to place a formal complaint and need this escalated urgently.

I have been a spec savers customers for a number of years and have never received such bad service/ continuing bad service.

I had my annual eye test on the 24th of January 2019 with my daughter, i was advised that my daughters glasses and my sample contacts (as i needed stronger contacts) would be ordered and i will receive a call once received.

I followed up after two weeks via phone (06 February) to just find out if anything had arrived , as i know normally it takes two weeks, but nothing yet. so i waited further. approximately a week later i was contacted and advised that my daughters glasses where ready for collection, i went the Friday to collect my daughters glasses and queried about when my contacts will arrive, i was just told that they hadn't received it yet.

on the 25th February , already a month since my eye test, i phoned again to ask where are my contacts. they said they would look and get back to me as there was still nothing . I received a followup call a day later saying the the order was placed on the system but someone didn't press a button so it was never submitted!!!

so after a month of asking, no one ever really followed up and only then did they determine it was never even ordered. I was told i can collect some other samples which could work in the mean time , this was a -5:00 and -6: 00 and it was NOT the air optics which i always us. I knew this will not work as my current contacts are a -5:25 and -5-75. and i couldn't risk discarding my last pair of contacts as i need to drive and work. I was then told it shouldn't take long for the contacts to arrive and i was told that the optometrist had ordered it herself personally.

since then my husband has made a further 4 calls to the tygervalley store asking for feedback , but there is always an excuse. the last was that they had received my right eye contact but not my left !!!

My eyes are under tremendous strain as i do not have left over contacts of my previous batch as i have been waiting on my new samples before ordering again.

It is almost 3 months and i have still not received my SAMPLES, this is terrible service. This is ridiculous and i am at my wits end, i actually don't know how to proceed as there is always an excuse from tyrgervalley spec savers offices but never any results!!!!

i urgently want this escalated and i want answers as my eyes cannot take this strain!!!

I await your urgent response.

Jenine Bessesen/ Hedley Bessesen ********** 08 / ********** 101