Ayanda M

Terrible customer service

I am writing to formally express my dissatisfaction with the service I received at your Benmore Gardens branch in Johannesburg following the collection of my glasses. I have been a loyal Mellins customer for my entire life in Cape Town, and this is the first time I have encountered such issues. Unfortunately, my experience at the Johannesburg store has been disappointing and does not reflect the standard of service I have come to expect from Mellins. Initially, there was a delay in receiving my glasses due to ordering issues. Although this caused inconvenience, I chose not to raise a complaint at the time and allowed the matter to pass. However, further issues arose upon collection of my glasses. The frame I purchased is Dolce & Gabbana, yet I was provided with a case from a different brand. Having now left the store and used the case, I find it unattractive and unsuitable. It does not align with the premium brand of the frame and is embarrassing to carry and use in public. Additionally, the lens cleaning cloth provided is of poor quality. Instead of properly cleaning the lenses, it leaves smudges, which is extremely frustrating. I am now forced to carry an alternative cloth from home, and when I am outside, I am unable to clean my glasses when needed. As a result, I will need to purchase a suitable cloth from another service provider. This situation has left me with a case that does not match the brand of my glasses and accessories that do not meet acceptable quality standards. This level of service is disappointing and inconsistent with my long-standing experience as a Mellins customer. I am extremely unhappy with the service I received at this branch, and regrettably, it has caused me to reconsider returning in the future, despite my many years of loyalty to the Mellins brand.