Poor service

Formal Complaint – Eye Test & Spectacles Service at South Coast Mall Branch

I am writing to formally complain about the service I received at your South Coast Mall branch regarding a recent eye test and new spectacles.

*What happened:* 1. *Eye Test & Prescription Change* I attended the branch for an eye test on 28 April 2026. I informed the technician that I have eye degeneration and that I needed an updated test as I hadn’t changed my glasses in 2 years. The test was completed and my prescription was changed.

2. *Issue with Lens Fitting Timeline* I was initially told that when the lenses arrived, I would need to leave my current glasses for 1 hour to have the new lenses fitted. The receptionist later called to say they needed my glasses for a full week. I explained this was not possible as I rely on my current glasses to see. After explaining my situation, the branch agreed to fit them the same day. I appreciate that this was resolved quickly.

3. *Poor Vision with New Spectacles* Since receiving the new spectacles, I have been unable to see properly. I returned to the South Coast Mall branch to raise this concern. The technician was extremely rude and appeared irritated when I explained I could not see with the new glasses. I felt dismissed and was offered no help or alternative solutions to resolve the issue.

*Why this matters:* I am on a government pension and do not have the funds to pay for another eye test or spectacles elsewhere. I paid R3027. I re**** on Specsavers to provide a correct prescription and professional aftercare, especially given my eye degeneration.

*What I am requesting:* 1. A re-check of my eyes and prescription by a different optometrist, at no additional cost. 2. A respectful review of my new spectacles to determine why I cannot see properly. 3. A resolution that allows me to have functional glasses, either through re-making the lenses correctly or adjusting the prescription.

I value clear communication and professional service. I would appreciate a response within 7 days outlining how you plan to resolve this.

Thank you for taking this seriously.