Frame complaint

I’m extremely disappointed with the service I’ve received from Torga Optical Lakeside. After several attempts to contact them regarding an issue with my glasses, I eventually had to send my mother to return the faulty frame on my behalf.

I then received a call from a consultant named Wandile, who questioned me about a missing piece from the frame — something I was completely unaware had even come off. I was shocked when he blamed the issue on "negligence" without properly investigating the matter, even though the glasses were never dropped or mishandled. The frame is still under its one-year warranty, yet I was told there's nothing they can do.

Wandile told me to call back, but since then, none of my calls have been answered — not by the Lakeside branch, the customer care line, or even the head office. I’ve left multiple messages and received no response at all.

It’s unacceptable that a R3000 frame (excluding lenses) can just lose a piece without being dropped, and instead of inspecting whether it was a quality or manufacturing issue (like weak glue), they immediately blame the customer.

I’m left with a broken frame, no assistance, and no way to escalate my complaint. This experience shows a serious lack of accountability and poor customer service from Torga Optical.