Mark on lens that effects vision

They don't deserve a one star - I have been a client of them since +2016 and had OK service up until now. My spectacles have a mark on them that impedes my vision (this is the second time that I have had this happen) and they tell me that the scratches on the lens is causing the issue and because of that and the fact that my spectacles are more than 2 years old they will not fix them. This is the email that I sent to them but they have not responded When I was at your store on the 22/02/2024 to complain about the mark on my left lens. At first glance you and your colleague indicated that it was the coating that was "coming off". You infomed me that as the glasses were purchased in 2021 - they were no longer under guarantee. I explained that the same issue had happened to a previous pair of my glasses and I would take this up with management. You then phone the "owner" or optometrist and after this call you told me that you had to take a photo of my glasses and send it to the person. Which you did and I had to wait for them to phone you back. I was with a friend and had to leave and you said that you will phone me as soon as you have an answer.

You did phone and I called you back whereupon you informed me that the photo had been sent to the Lab in Cape Town and they informed you to tell me as they could see "scratches" on lens in the area of the mark it was these scratches that were causing the mark to appear. You also informed me that the optometrist said that if I come into your store on Saturday and purchase a "new" pair of glasses that they would give me a discount on the new pair. I informed you that there was no way in hell that I was going to do this. I requested that you send me written confirmation that Torga would not fix my lens and the resulting email was sent.

I would like to point out the following with regard to your statement regarding the 2 year guarantee:- Your spectacles were made on 26 April 2021, it exceeds our 2 years guarantee. On this point I would like to refer you to your own "Torga's fantastic guarantees" which states "A minimum of two years manufacturer's guarantee on all materials purchased, including frames and lenses." It does not state a fixed time limit but states that a minimum of 2 year applies. It further goes on to state "We have confidence that the materials we offer will last many years, subject to reasonable care and attention." So if you are confidendent that the materials will last many years -how can you not say that my glasses are out of a 2 year guarantee?

If as claimed by the "Lab" that the scratches are causing the issues with the mark / coating - surely this issue should be wherever scratches are on my glasses? Why is it only in this spot?

I have been a customer for a few years and when the previous pair of glasses had the same issue you "fixed" them for me - but now that I have the same issue and cannot afford to get new glasses due to me been a pensioner with no medical aid you are now no longer willing to fix the problem even when your own guarantee states the your materials should last many years. I have been wearing glasses for +-40 years and scratches never caused these spots to appear except on a previous pair and this pair that I'm wearing now.

Hoping to hear from you that you will do the right thing and fix my glasses.