Vision Works Nigel- Angelo Mall

I am writing to formally lodge a complaint regarding the extremely poor service I have received from your branch over the past nine weeks. What should have been a simple and straightforward process of receiving my spectacles has turned into an exhausting, frustrating, and completely unacceptable experience.

Despite having paid in full, I am still waiting for my glasses after almost nine weeks. The only “updates” I receive are excuses — including being told that the people responsible are “in Dubai” and therefore nothing can be done. At no point has anyone taken accountability, offered a proper explanation, or even apologised for the delay.

In addition to the delay, the behaviour of your staff has been consistently unprofessional. The lady behind the counter has shown no interest in assisting clients. Her attitude makes it feel as though customers are an irritation rather than a priority. I have had to follow up repeatedly, and every time I am met with indifference and no real effort to resolve the issue.

What shocked me most was the complete disregard for the clients in the store. On my last visit, Vodacom staff from next door walked in, and instead of assisting the customers who had been waiting, the ladies behind the counter immediately prioritised chatting with them. I stood there, along with a shop full of clients, listening for almost 15 minutes while Vision Works staff and Vodacom staff discussed how they were going to pay for their Uber rides home. This was done loudly, casually, and with zero concern for the customers waiting to be helped.

This level of service is unacceptable for any business, especially one dealing with healthcare-related products. Clients should not be treated as an afterthought while staff engage in personal conversations and social visits.

I expect the following immediately:

- A clear and honest update on the status of my spectacles - A firm completion date - An apology for the delay and the unprofessional conduct - Accountability from the staff involved

If this matter is not resolved promptly, I will have no choice but to escalate it further.

I trust that you will treat this complaint with the seriousness it deserves.