Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went for an eye exam. Was told I should never have been prescribed the glasses I have been wearing for over 5 years now - progressive bifocals. I have astigmatism in my right eye. I have had glasses since high school from which I graduated in 1982. I was given a new prescription, telling me that I do not need to wear glasses for everyday use, only for seeing distances. I was given another appointment to have my eyes dilated as was told I have cataracts and she needed to see the extent for a referral to an eye surgeon. I went for this test. Then I was called to pick up my new glasses. I tried them on in the store and told them they are not the right glasses as I could not see clearly through them. Everything was oversized and blurry. The two ladies behind the counter said well that is what the doctor said you needed and told me it would take 2 weeks for my eyes to adjust to the new prescription. This made no sense, since apparently I do not need to wear for everyday use. And never in all my years of wearing glasses have I been told my eyes would need 2 weeks to adjust in order to see through them. It is hard to do my job, working at computer all day long without glasses to read fine print. I made another appointment to discuss this issue. I had to book a day off to do this. Now I am told the doctor is sick and no idea when I will be seen. This is affecting my job, my life, and my income. It would be greatly appreciated to know what I can do about all of this. I have already paid for my glasses which are of no use to me and my eyes are sore from straining to read and do my job.

  Business Response

  Date: 17/10/2023

  The glasses were made according to the prescription given by doctor. First step is to come for a follow up with the doctor and there is no fee for follow up. If a new prescription is provided by them, we can redo the lenses as per the updated prescription with no charges. The doctor isn't coming to Downtown location of Hakim but is going to Hakim at polo park on Saturday and next Wednesday. We understand that the patient doesn't want to go to the other location. So, once we will know when the doctor is coming to this location, we will call the patient ASAP. 

  Customer Answer

  Date: 18/10/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because: **** **** ** ***** ********* I was told the doctor was sick and that is why my follow up as they call it was cancelled. It is not a follow up as they would have booked this after I received the glasses and they did not. I had to call them and again tell them the glasses are not correct and I can't see. How is the doctor too sick to go to the Portage Ave downtown location but can go to the Polo Park location???

  They are making this difficult on  me. How can I go somewhere else when I am having a hard time reading things. Even writing this response takes time because I have too close to the screen to see the words.
  
  
  
  Sincerely,
  
  
  
  Audrey ********* ******

   

  November 2, 2023:Good afternoon,
  
  Yes, I believe the complaint has been resolved. I am only waiting for a call to pick up my new prescription glasses.
  
  Thank you kindly.
  
  Sincerely,
  
  Christine ******
  *************

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning my spectacle got bent a little, so I called them and checked if they provide repair services. After checking I went into the store to get my specs aligned. The lady at the front counter checked the frame and handed it over to the other lady, who was at the back of the store to check and fix the alignment.
  
  Moments later she came from back of the store and declared the specs to be broken. The specs was only slightly bend and not at all broken plus I heard a snap sound while the specs was with lady at the back of the store.
  
  Then I was offered to buy a new piece for *** CAD. When I told them the specs was not broken they bluntly denied the claim and mentioned it was broken. I have been using specs for over 20 years, I know my glasses.
  
  **** ** **** ***** ******** ******** ** **** ********* ** *** ***** ** ******* ** ******** * ******* *** **** ******** *** ******** ** **** ******** *** ****** ** *** * *** ***** **** ***** ****** Luckily I was wearing another specs and could drive back home.
  
  Even if it was broken by mistake they should have come clean about it and we could have discussed a resolution. I expect a resolution in the case. Please intervene. Why should I have to pay for *** CAD for something I did not do. This is unfair and causing a lot of stress.