Specsavers Optical Group review: An inappropriate text message with transcript

I received a phone message with transcript on Monday 11 November 2024 at 17:11hrs, the text read as -

“Hi sexy at Ripley, just leave a voice message to Colin It's confirm your appointment tomorrow at 11:40 but it's not due till the 22nd this month As As you are, you're not due till the 22nd so normally the NHS will find your site passport with you being early. I just want to make you aware out.…”

The text transcript took me by surprise at first because of the opening comments, but then realised it was probably an in-house thing between two people. Nevertheless it begged me to question the professionalism of how the establishment conducted business.
I completed a contact form right away outlining my concerns.
A person telephoned me at 09:05hrs 12 November 2024. Not sure of her name, but understood she would deal with any complaints received by head office.
Unfortunately she was unapologetic saying that the person calling me the day before would not address a customer in such a manner and said it must have been a misheard text. I tried to explain that the transcript was quite specific, but she ignored that fact with quite a tone to her voice that was not helpful. I was frustrated with the call so asked for the head office address. She said that she could give me this but the complaint would only be directed to her, implying that there would be no point in complaining.
I pointed out that that there had been no mention of an apology.
She then apologised, without any sincerity and hung up on me.
I am an elderly person and main carer for a family member who is 81 years old. I need to have good eyesight to continue driving to hospital appointments and other medical facilities. My eyes have deteriorated over the past year and therefore need an eye test.
I would like to think that my appointments with Specsavers are carried out in a professional manner and that any other goings on do not compromise this.
I am not a prude, but I do not want to be implicated in any ‘office goings on’ by association. I trust you can be sympathetic dealing with my complaint.
Kind regards
Colin Leighton