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.