Avoid Vision Works - Fourways Mall

Extremely disappointing and unprofessional service.

I was given trial contact lenses by the optometrist (25 May), who clearly explained which lens was for my left and right eye, based on the differing prescriptions. After confirming that I was happy with the lenses, I asked him to order six boxes for each eye.

When I went to collect the order (on 28 May), I noticed that the boxes were not labelled to indicate which was for the left eye and which was for the right — and more concerningly, both boxes had the exact same prescription. I raised this with the lady who was assisting me, who responded vaguely and said, “Sometimes that’s just how the optometrist works it out.” I took the boxes home but quickly realised that the prescriptions didn’t make sense (as the trial lenses had different prescriptions). I called the store to query this and was then told that the optometrist had ordered the correct lenses, but the supplier had delivered the wrong ones. I was assured that the correct lenses would arrive the next day (29 May).

No one contacted me. On Tuesday, 3 June, I followed up in the morning and was told I would be called back. That call never came. I phoned again in the afternoon, and only then was I informed that the supplier had no stock. I was also told — for the first time — that the store could not proceed until I returned the incorrect boxes. This had never been communicated to me.

Later that day, the optometrist himself called, saying he would collect the lenses directly from the supplier (despite the earlier claim that there was no stock) and would deliver them to my home that evening to spare me the drive to Fourways Mall. He did not deliver the lenses. He then assured me he would deliver them the following morning, 4 June, before the store opened. This also did not happen.

As of today, I have still not received the correct lenses — despite having paid in full. The repeated failure to communicate clearly, the shifting explanations, and the lack of follow-through demonstrate a serious lack of professionalism and accountability. I will not be using this store again and will strongly discourage others from doing so.