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Business Profile

Optical Goods

Laurier Optical

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 recently purchased glasses from Laurier and have had a series of issues that need to be addressed. When I first visited the store, the only available salesperson, *****, returned from lunch later than expected (his sign said 20 minutes). After waiting for more than 30 minutes, I was finally served. When it came time to select frames, he was unhelpfulhe held a binder of options far away, flipping through it too quickly and pushing me to make an immediate decision without giving me a clear view of the prices. I had to specifically ask several times to see the prices up close before he reluctantly handed me the binder.When choosing lenses, I was told the most affordable option was not possible, so I selected the medium tier. While he entered calculations, I noticed an extra $100 was added, seemingly charging me for a higher-tier lens. This felt deceptive, as the price should have matched the selected option. After leaving, I received a call since he forgot to take important measurements for my pupil distance and temples, forcing me to return to the store for rushed measurements.Weeks later, when I picked up my glasses, they didnt fit correctlythey slid off my face regardless of head position. Despite multiple adjustments, the issue persists, and I cannot wear the glasses as they are impractical for daily use.I contacted the head office requesting a refund, they gave one response and stopped responding entirely. As a student who relies on glasses, especially for driving, this situation is unacceptable. I request a full refund as the glasses are unusable and the service I received was unsatisfactory.

  • Initial Complaint

    Date:29/01/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    On December 14th I had an eye appointment at the Kingston location. I ordered my glasses and paid in full for them. To date I have not received my glasses which is increasing difficulties with my sight. I have been told it is the fault of their courrier, their lab and just this Friday informed they have not begun work on them.I have paid approximately ****** for my appointment and glasses. I have emailed and called head office in ****** to no avail never hearing back. They have a no refund policy however, in this case I feel is warranted. I just want to be reimbursed and go elsewhere. The optician on staff had mentioned I have beginning of cataracts so the new prescription could slow the growth.Please Please help

    Customer Answer

    Date: 26/02/2024

    I have actually now finally received a total of 3 pairs. They offered to start fresh and include a pair of single vision glasses

    which I now have. Oddly enough the original pair has also been found which I will pick up this Monday.

     

    Perhaps the meer message from your office did the trick.

    Thank you for your assistance. Hopefully no one else goes through this. Almost 3 months to receive glasses.

     

    Best regards,

    ************************************;  

Laurier Optical is NOT a BBB Accredited Business.

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