Disappointing after sales service

I have been a client of Torga Optical Liberty Promenade Mall for years purchased my glasses and contact lenses there several time and had quite good experience.

However the last time was not so great I did an eye test and opted for contacts which I got my order within 2 weeks no problem. I didn't wear them until a week later, with only a few hours of wearing them, the left eye (correct me if I am wrong), tore. I am a new mom I hardly wear contacts as regular as I did in 2019. So I put them away and assumed that I had taken them off incorrectly. Another week or two passes and I opened up another pack but before I wore the without wearing them I continued to to wear my glasses. I decided open another pack to replace the left eye which had tore, before I could wear it I noticed they lense has tore again so I opened another pod and the edges were rigged on my left contact.

So I opened up another one and it was the same, so on that same Sunday I went back to the branch same time with all the opened pods I put them in cases to show them what had happened and spoke to one of the consultants fair skinny guy he was working alone that Sunday and I showed him my issue. I had brought back the openned pack and the sealed right eye pack which had 5 unopened pods with my container. He said no problem he will show these to the optometrist the next day as it was late Sunday afternoon.

That whole week passed and I received no feedback from the branch, the following Monday I called in and requested to speak to the same gentleman. He told me that they had looked into the product and awaiting feedback from his manager and optometrist but it will definitely be sorted out. Midweek on that wensday he called me and told me that they had ordered a trial pair for my left eye. No problem

Another two weeks passed I received no feedback. I then went to the branch again and spoke to the same gentleman, I was just passing by and asked for an update which he said that they are still waiting. He didn't explain waiting on what but said he will contact me asap mid week, nothing from the branch. So on the forth week I called in and spoke to a lady whom checked the system and said that a trial pair had been ordered. I told her that it has now been almost a month since I returned my contacts and she said she will speak to he manager and get back to me. She took my details and I never received a call. This was the Tuesday before the lockdown and I told her I would like an update before the close down on Thursday.

NOTHING

Firstly I am very disappointed at the quality of product that I received. Secondly I am not used to such poor customer care from that branch and its sad because I had paid for everything cash on that same day I did my eye tests expecting a speedy service which usually takes less then 2 weeks not knowing that the after sales service was so bad. I understand the challenges faced due to the lock down but I returned my contacts 5 weeks before then. I would appreciate some sort of feedback because I am unable to constantly go to the branch to enquire because I have a newborn all I wanted was to be given straight answers and not be placed on hold.

Regards Zukiswa