Image Optometry

My old clinic used to charge me upwards of $ 500 + for glasses and lens, followed by a «complimentary» checkup. I then came across this gem and wow I’m impressed. I’ve never seen glasses at such an incredible value. The glasses brand «Nerd» resonates with university students and has that flexible frame to prevent breakage. The owner Alan greeted me with such hospitality and gave me some solid advice in regards to glasses. A+ for customer service.

I will never go back here. I have been a loyal patient for over 20years and in the recent years the quality of the practice has gone down. With other complaints, my last straw was when I found out they charged my mother $ 45 for «my own» contact perception. Unfortunately I am out of town and they can only fax the information or have you pick it up. You should not be charged to get your own information, especially if I hadn’t accidentally thrown my box away, which has all the information I would have had it myself (I wasn’t thinking something like this would happen). It’s unfortunate but the policies that have been implemented with them in the recent years makes me on the search of a new Optometrist.

I made an appointment about a month in advance, they called me less than 24 hours before I was supposed to come in to tell me that there was no doctor in at the time I had been booked for, which was a couple of hours the store is supposed to open. The lady was extremely rude and told me that they had very limited time slots available and I had to either come in at that time or my Groupon would expire. Had to skip class to come in, the doctor was nice and very efficient and told me I could use the Groupon in conjunction with my student insurance plan. However, when asking the lady at the front desk, she rudely told me that it was impossible because she didn’t know how. Upon picking from a limited selection of cheap frames, I was told there would be a $ 30 charge added to what I had already paid. When asking why, they said that it was for some sort of coating, which I declined. Little did I know, this was for anti-​reflective coating and they did not adequately explain that this was what the added fee was for. I was also informed that I would receive a call whenever my glasses and contacts were ready, but this wasn’t the case. I called in multiple times after a few weeks and nobody picked up. After a month, I dropped by the store and it turns out that they had already arrived but never bothered to contact me. I’d only recommend Image because of their great Groupon deal, but with the unprofessional service and overpriced low quality frames/​lenses, you’re better off getting your glasses elsewhere.
EDIT: It’s rather humourous that Image is unable to take a bad review and accuses my review of being fake as a defense mechanism just because they couldn’t find me in their system. My name is not in your database because I used my legal name when making an appointment. Your staff told me that the fee was $ 30, why would I make this up? Second, I did not expect to combine any promotional offers, but your employee specifically stated to me that this was possible and when I was asking another employee for clarification, I received rude retort, which is what my review is addressing, not the fact that I wasn’t able to combine offers. Perhaps better educating your employees on your fees and policies or teaching them some basic customer service skills would help prevent future poor reviews. Image’s reply just shows the lack of professionalism demonstrated and further proves my point that they care more about their reputation than their customers.