Torga Optical
Unclaimed Business
|1.9|28 Reviews (last 12 months)|This business does not respond to reviews
Torga Optical
Unclaimed Business
|1.9
28 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Torga Optical receives sharply divided feedback across its branches. Customers consistently praise individual optometrists and front-desk staff for warmth, patience and going the extra mile, particularly around driver's licence certificates and thorough eye examinations. However, a recurring theme is dissatisfaction with lens and frame quality, prescription accuracy, undisclosed costs, and aggressive billing practices. Many shoppers describe being handed over to attorneys or chased for payments despite valid medical aid claims, while others mention poor communication, staff turnover, and reluctance to honour refunds or warranty requests.
Performance(last 12 months):
Trustindex Rating
2.7NPS Score
-37Unlikely
TrustIndex
2.7
NPS Score
-37
Recommended: Unlikely
Review Distribution
1.9|28 Reviews
Sep '25 - Aug '26
Recent reviews (28)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceSF
Sharon F
1 reviews | Active since Aug 2024
27 May 2026, 15:35
Eyewear cancellation
I'm very upset. Last month 27th April I went for the first time to them for glasses. After the eye test I chose a frame and they told me I can pay off in 3 months but I have to pay half of the amount before they can start processing. So I gave a deposit of R500. Today I decided that I won't be able to continue with the payment in 3 months time because it's too expensive R4607. So I've asked them to cancel and explained my reason. So I've been told I won't get my money back since the eye test is R600 I still owe them R100 because of the cancellation. If I was going to continue with the glasses they was going to give me discount of R300. They never explained to me about cancellations and the eye test is R600, I mean they just decide to tell me that now only because I want to cancel. It's not right to just take R500 from a client without informing the client before time about cancellations. And I've even been told I won't get my eye test description until I pay the R100😡😡😡What am I to do now? Because I can't just let my money go like this so I have to take this matter further. 😡😡😡
Helpful (0)
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Sharon F
1 reviews | Active since Aug 2024
27 May 2026, 15:35
Eyewear cancellation
I'm very upset. Last month 27th April I went for the first time to them for glasses. After the eye test I chose a frame and they told me I can pay off in 3 months but I have to pay half of the amount before they can start processing. So I gave a deposit of R500. Today I decided that I won't be able to continue with the payment in 3 months time because it's too expensive R4607. So I've asked them to cancel and explained my reason. So I've been told I won't get my money back since the eye test is R600 I still owe them R100 because of the cancellation. If I was going to continue with the glasses they was going to give me discount of R300. They never explained to me about cancellations and the eye test is R600, I mean they just decide to tell me that now only because I want to cancel. It's not right to just take R500 from a client without informing the client before time about cancellations. And I've even been told I won't get my eye test description until I pay the R100😡😡😡What am I to do now? Because I can't just let my money go like this so I have to take this matter further. 😡😡😡
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Replies (0)SB
Shwetha B
1 reviews | Active since Feb 2022
18 May 2026, 18:43
Cannot Optout if marketing campaigns!
They make it so difficult to opt out of their marketing SMSs. Nothing more frustrating. I’ve tried using their “contact us” method on the website and nobody responds, I’ve tried finding ways to opt out myself and was successful once but they continued contacting me even after I opted out. Honestly pushed me away from the entire brand itself, nothing more annoying than receiving SMSs constantly with something that just isn’t relevant to me at that point.
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Shwetha B
1 reviews | Active since Feb 2022
18 May 2026, 18:43
Cannot Optout if marketing campaigns!
They make it so difficult to opt out of their marketing SMSs. Nothing more frustrating. I’ve tried using their “contact us” method on the website and nobody responds, I’ve tried finding ways to opt out myself and was successful once but they continued contacting me even after I opted out. Honestly pushed me away from the entire brand itself, nothing more annoying than receiving SMSs constantly with something that just isn’t relevant to me at that point.
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Replies (0)sN
sunita N
1 reviews | Active since Oct 2016
18 May 2026, 14:32
Disappointed!
I visited the Eastrand store today and was very disappointed. A certificate for drivers license clearance cost R150. The other optometrists at the Eastrand mall charged R100. However Eastrand store requested the amount of R150 with no valid explanation This was for a pensioner. When I requested a receipt it took awhile to be processed.
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sunita N
1 reviews | Active since Oct 2016
18 May 2026, 14:32
Disappointed!
I visited the Eastrand store today and was very disappointed. A certificate for drivers license clearance cost R150. The other optometrists at the Eastrand mall charged R100. However Eastrand store requested the amount of R150 with no valid explanation This was for a pensioner. When I requested a receipt it took awhile to be processed.
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Replies (0)EB
Ethan B
1 reviews | Active since Dec 2025
15 May 2026, 15:59
The Most Thorough Eye Test I Have Ever Had"
I had been getting headaches for months. The optometrist did a full digital scan, retinal imaging, and detailed pressure test. Turns out my prescription had changed significantly. New lenses arrived in four days and the headaches are completely gone. Brilliant, thorough care.
Helpful (0)
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Ethan B
1 reviews | Active since Dec 2025
15 May 2026, 15:59
The Most Thorough Eye Test I Have Ever Had"
I had been getting headaches for months. The optometrist did a full digital scan, retinal imaging, and detailed pressure test. Turns out my prescription had changed significantly. New lenses arrived in four days and the headaches are completely gone. Brilliant, thorough care.
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Replies (0)DN
D N
1 reviews | Active since Jan 2021
2 May 2026, 23:07
Faulty Glasses, Misleading Sales, and Poor Service at Torga Optical
I purchased rimless reading glasses from Torga Optical Clearwater Mall and from the very beginning they were not right. The lenses were unpolished on the sides and I did notice that the glasses were bouncing on my desk, and when I complained, staff bent the nose pads, which only caused the glasses to slip down my nose and said the glasses come unpolished. A pair, from someone I know, came polished, so I knew this was not true. At the Rosebank branch, I pointed out that the lenses were bent and uneven, with one higher than the other, and that the glasses were bouncing on the desk. Staff bent the arms unevenly and then told me to go back to Clearwater Mall, claiming they didn’t have the tools to fix it. At Clearwater Mall, when I tried to explain, the lady spoke over me saying she “knows everything,” instead of listening to what I had to say. I was given conflicting explanations — sometimes they said they would fix the glasses, other times they spoke about making a new pair. When I collected them, the glasses had scratches, cracks at the drill holes, and one arm was weak and loose. My doctor, a specialist, confirmed the faults — skew lenses, poor drilling, drill flares, scratches, and cracks, and even examined them under the microscope — and even gave me a letter to hand to Torga Optical Clearwater stating this. Despite this, I was told to give them another chance and promised a new pair. What I received was handed over with dirty, yellowed nose pads, clearly not new. This entire process has been unprofessional and dismissive. Staff were rude, grumbling about work, and insisting there was “nothing wrong.” I have wasted significant time, travel and petrol costs on repeated trips, from January through to 02 May 2026, as well as time away from my work and studies — all for reading glasses that should have been correct from the start. To make matters worse, when I first purchased my glasses, I was never told about the promotion offering a second pair free. I was deciding between two pairs — the frameless reading glasses and a small oval full‑frame pair. Even the senior manager was involved in advising me which looked right for my face, yet no one mentioned the free pair until my mother noticed it and asked about it. Only then did staff admit I could have chosen the frameless as reading glasses and the other as sunglasses. This lack of disclosure is unacceptable. I have photos showing the scratches, cracks, bent lenses as well as the letter from my doctor. These can be provided to Head Office if required. I do not want another pair. I want my money back. Quality inspections should have caught these faults, and customers should not be misled or made to run back and forth for defective products. Torga Optical needs to take accountability for poor workmanship, misleading sales practices, and the time and costs they have forced me to bear.
Helpful (0)
|Replies (0)DN
D N
1 reviews | Active since Jan 2021
2 May 2026, 23:07
Faulty Glasses, Misleading Sales, and Poor Service at Torga Optical
I purchased rimless reading glasses from Torga Optical Clearwater Mall and from the very beginning they were not right. The lenses were unpolished on the sides and I did notice that the glasses were bouncing on my desk, and when I complained, staff bent the nose pads, which only caused the glasses to slip down my nose and said the glasses come unpolished. A pair, from someone I know, came polished, so I knew this was not true. At the Rosebank branch, I pointed out that the lenses were bent and uneven, with one higher than the other, and that the glasses were bouncing on the desk. Staff bent the arms unevenly and then told me to go back to Clearwater Mall, claiming they didn’t have the tools to fix it. At Clearwater Mall, when I tried to explain, the lady spoke over me saying she “knows everything,” instead of listening to what I had to say. I was given conflicting explanations — sometimes they said they would fix the glasses, other times they spoke about making a new pair. When I collected them, the glasses had scratches, cracks at the drill holes, and one arm was weak and loose. My doctor, a specialist, confirmed the faults — skew lenses, poor drilling, drill flares, scratches, and cracks, and even examined them under the microscope — and even gave me a letter to hand to Torga Optical Clearwater stating this. Despite this, I was told to give them another chance and promised a new pair. What I received was handed over with dirty, yellowed nose pads, clearly not new. This entire process has been unprofessional and dismissive. Staff were rude, grumbling about work, and insisting there was “nothing wrong.” I have wasted significant time, travel and petrol costs on repeated trips, from January through to 02 May 2026, as well as time away from my work and studies — all for reading glasses that should have been correct from the start. To make matters worse, when I first purchased my glasses, I was never told about the promotion offering a second pair free. I was deciding between two pairs — the frameless reading glasses and a small oval full‑frame pair. Even the senior manager was involved in advising me which looked right for my face, yet no one mentioned the free pair until my mother noticed it and asked about it. Only then did staff admit I could have chosen the frameless as reading glasses and the other as sunglasses. This lack of disclosure is unacceptable. I have photos showing the scratches, cracks, bent lenses as well as the letter from my doctor. These can be provided to Head Office if required. I do not want another pair. I want my money back. Quality inspections should have caught these faults, and customers should not be misled or made to run back and forth for defective products. Torga Optical needs to take accountability for poor workmanship, misleading sales practices, and the time and costs they have forced me to bear.
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Replies (0)TM
Tshilidzi M
1 reviews | Active since Jan 2021
28 Mar 2026, 04:07
Poor communication and service
I am very disappointed by Torga Optical Carnival City and lack of clear communication. I went to Torga for eye test and glasses. I am diabetic and needed prescribed glasses . I was advised about specification of my lenses but not the cost implications. I was also not advised about the prices of frames. I was tasked to pick any two frames from their special. I was only aware that I picked up expensive frames by default when I went to pick up my glasses. Torga used all my medical aid funds. I paid plus 15k for glasses .Torga overcharged me and very expensive.
Helpful (0)
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Tshilidzi M
1 reviews | Active since Jan 2021
28 Mar 2026, 04:07
Poor communication and service
I am very disappointed by Torga Optical Carnival City and lack of clear communication. I went to Torga for eye test and glasses. I am diabetic and needed prescribed glasses . I was advised about specification of my lenses but not the cost implications. I was also not advised about the prices of frames. I was tasked to pick any two frames from their special. I was only aware that I picked up expensive frames by default when I went to pick up my glasses. Torga used all my medical aid funds. I paid plus 15k for glasses .Torga overcharged me and very expensive.
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Replies (0)LL
Lerato L
1 reviews | Active since Aug 2024
13 Mar 2026, 17:16
Excellent Service
Such great service and efficiency from the Optometrist and all the staff at Torga Optical Mall of the North. The will serve you with a smile and such warmth! I’m so thankful for their kindness and hospitality 🤏🏽
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Lerato L
1 reviews | Active since Aug 2024
13 Mar 2026, 17:16
Excellent Service
Such great service and efficiency from the Optometrist and all the staff at Torga Optical Mall of the North. The will serve you with a smile and such warmth! I’m so thankful for their kindness and hospitality 🤏🏽
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Replies (0)BH
Busi H
1 reviews | Active since Oct 2023
11 Feb 2026, 21:43
Arrogant and dishonest customer service
I visited the store last week Tuesday for an eye test and new glasses as my ones broke. Was told I’d receive them on the Friday of the same week. This week on Tuesday, I gave them a call to find out where my glasses are, only then do they tell me that one of the lenses has cracked and will need to be fixed. I reminded the lady that it was them that put the time lines for delivery and failed. I had to do the follow up without them calling me to let me know of the delay. I need my glasses, had explained this when I went in for the eye test. I asked for a refund and miraculously my glasses were going to be ready the next day. I explained that I was not going to be around/available and had set my schedule around their time frames for delivery, asked for a refund to go consult another optometrist whose transparent, honest and delivers basic customer service. They refused. I contacted Customer care and they responded with an email saying they’re still going to find out what happened…they didn’t come back to me. Next thing, I get a message saying the claim has been processed. How arrogant that they’d go ahead and force this sale on me even when I asked for a refund. They don’t care about my experience but care for getting their money and moving on. I still want my refund so I can start the whole process again with another optometrist. I’ve been a customer of theirs for so many years and this is the treatment I get.
Helpful (0)
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Busi H
1 reviews | Active since Oct 2023
11 Feb 2026, 21:43
Arrogant and dishonest customer service
I visited the store last week Tuesday for an eye test and new glasses as my ones broke. Was told I’d receive them on the Friday of the same week. This week on Tuesday, I gave them a call to find out where my glasses are, only then do they tell me that one of the lenses has cracked and will need to be fixed. I reminded the lady that it was them that put the time lines for delivery and failed. I had to do the follow up without them calling me to let me know of the delay. I need my glasses, had explained this when I went in for the eye test. I asked for a refund and miraculously my glasses were going to be ready the next day. I explained that I was not going to be around/available and had set my schedule around their time frames for delivery, asked for a refund to go consult another optometrist whose transparent, honest and delivers basic customer service. They refused. I contacted Customer care and they responded with an email saying they’re still going to find out what happened…they didn’t come back to me. Next thing, I get a message saying the claim has been processed. How arrogant that they’d go ahead and force this sale on me even when I asked for a refund. They don’t care about my experience but care for getting their money and moving on. I still want my refund so I can start the whole process again with another optometrist. I’ve been a customer of theirs for so many years and this is the treatment I get.
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