Review Worst customer care

Worst experience of my life...

I went in for my appointment on 13 March 2021. I was told my glasses would be ready by 27/03/2021 and due to the Liberty Mall branch being closed, I would need to collect from Maritzburg arch.

I went into the store to fetch my glasses on 1 April 2021.

I paid for the optic blue tint to be added onto my main pair but when I went in for the fitting both the optometrist assisting (Duncan) and I could not see any blue tint. I then took just my sunglasses and left based on the agreement that Duncan would check on the blue tint in abit and let me know via a phone call.

He did not call.
I called Spec Savers 3 times yesterday (7 April 2021) to find out if this issue with my glasses has been rectified and each time I had to repeat my story and leave my number for Duncan to call me back. Its now almost 10pm on 8 April 2021 and still no call from him.

Clearly after sales care (especially once paid for in full) is non existent. Duncan did not bother to pick up the phone and inform me as to what exactly is happening with my glasses. Did he not have a minute to spare? He gets a 0 from me for customer service skills. His incompetence and arrogance to not keep me informed despite numerous attempts by me to find out, it appauling and a disgrace to the brand.

I then get an email regarding an online appointment for 5pm booked with Duncan Russouw, the person who could not call set an appointment without consulting with me first or even having the decency to ask me if the time was fine. I only saw this email after 5pm as I don't check my emails by the minute - not very many of us do especially when we also work full time jobs and check our personal emails at our leisure. Once again - what level of professionalism is this apart from it being an email? There was no consultation with me to confirm any appointment, online or otherwise. There was no call back to inform me if my initial enquiry was even sorted out. But I get an email regarding an online appointment for 5pm (outside of business hours). I left my contact number for him 3 times, but he refused to call me back to date. What was the point of the staff asking for my number?

I am frustrated and highly annoyed with this. I have literally been begging for answers and still have none. I am also going to contact my medical aid and inform them about doing business with your franchise as my glasses have been paid for by medical aid and the cash portion by myself. This leaves me feeling robbed right now as what I have paid for cannot be delivered.

Never again will i use spec savers liberty mall or spec savers anywhere.

The chatomer service is a 0.
Delivery of the actual glasses is a 0. Overall level of satisfaction is a 0.