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:21/05/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased a pair of glasses from Laurier Optical 8 Market Place, Nepean, June 17/22. I have not been able to wear these glasses since I purchased them. There have been x2 issues since I purchased the glasses. The first issue is that they never fit me properly even though I have had numerous adjustments to try and resolve this (Kingston location). The Kingston office was very helpful in trying to adjust the frames but they were not successful. I had purchased progressive lenses initially but I could not adjust to these The glasses were sent to Ottawa by the Kingston office to change back from progressive lenses to a regular lens. After this change the glasses still did not fit me properly. Still too heavy and continued to press on my head/nose. Kingston office tried to adjust them but the Manager in Kingston informed me that the problem with the glasses is that the glass is too thick. This was the problem from the beginning. The frames I purchased were a heavier frame and the glass that was repeatedly put into this frame was too thick. The glasses were again resent to Ottawa. The issues were not resolved. I cannot wear these glasses. I returned to the store in Ottawa a couple of weeks ago and was informed by their staff that the last time my glasses were sent to Ottawa they were "ground"?? The Manager in Ottawa called me after my visit to Ottawa to inform me that the Management at Head Office had directed her to inform me that if I want any more changes I have to pay for them. She never listened to my concerns. I tried to reach the Head Office repeatedly to explain the situation but they will not return my calls. Their website states "best optical experience...commitment to excellence" and their voice mails messages state they will "return your call." They never called. I paid over $600 for these glasses that I cannot wear. I am not prepared to pay any more money to this company for a poor product, repeatedly poor workmanship and poor customer service.

  Business Response

  Date: 23/05/2023

  In response to this
  complaint, please see the attachment of invoices in our system outlining
  the time frame and what was done.
  
  June 17, 2023
  Customer purchased (71-5509)
  for $620.90 – including a frame and HD Premium Progressive lenses. 
  
  July 21, 2023
  Customer was unable to adapt
  to progressive lenses and as per our warranty, the lenses were changed at no
  charge to single vision readers. And given the customer complained about the
  weight issue, the lenses were upgraded from 1.50 index (what was paid for on
  June 17, 2023) to a 1.60 index at no charge for customer satisfaction.  This represents an upgrade worth $119.00.
  
  September 29,
  2023
  Customer returned two months
  later still complaining that the lenses were too thick and the weight was an issue.  The customer was advised that she should
  consider a smaller frame to help reduce the thickness, but the customer advised
  she was unwilling to change the frames to a better size.  In order to again work towards customer satisfaction,
  the lenses were redone again, but upgrading the lenses to a 1.67 index at no
  charge.  This represents an upgrade worth
  $179.00.
  
  May 2023
  Customer returned to the Barrhaven
  location over seven months later complaining again that the glasses were too
  heavy.  The store manager advised the
  customer that we need to change the frames, as their design (heavy) and the
  lenses combined were causing the issues, or she could upgrade the lenses.  The customer was unhappy with this offer, so the
  manager called the head office and was advised that the company would wave the
  single vision lens fee ($135.00) and the customer own frame lab fee ($40.00), both
  of which were also waved on the first two upgrades, but the customer would need
  to pay the fee of $259.00, as we are now eleven months after purchase, and not
  only has the customer refused to change the frame as advised, but we have
  upgraded her lenses twice for no charge.
  
  The customer advises that she
  cannot wear these glasses, and yet there was a time lapse between the last free
  upgrade and the May visit of more than seven months.  You cannot keep a product for eleven months
  and then try to return it, especially when the company has made great effort to
  solve the problem with zero financial impact to the customer.
  
  Regarding not returning the
  customer’s call, I apologize, as I was out of town for over one week and unable
  to contact her.  I believe my co-worker
  from the office informed the customer this much when she called, and I apologize
  if this did not happen.  The offer made
  to the customer still stands, but a refund after two free redo’s and over
  eleven months is out of the question. 
  The customer has now received hundreds of dollars worth of free work
  from Laurier Optical to the value of $628.00.
  
  Offer to the Customer
  Change the frame to a smaller frame – up to a value of $379.00 – free of charge.
  Change the lenses to 1.74 index – for a fee of $259.00 – waving the single vision fee of $135.00 and the customer own frame lab fee of $40.00.
  Customer can choose either or both #1 and #2, but it will be a final redo of the glasses without any full charges moving forward.
  
  Laurier Optical now has 25
  locations and over 120 employees, and pride ourselves on excellent customer
  service to our customers, before, during and after the sale.  In this case, we have exceeded any logical expectation
  for solving a commonplace issue among glasses wearers.  Our offer to the customer will remain in effect
  until June 30th, 2023.  After
  which the customer will be required to pay full fee of any lens or frame changes,
  she may wish to make.
  
  Thank you;
  
  **** *******
  **** *********
  Laurier Optical

  Customer Answer

  Date: 23/05/2023

  
  
  Complaint: 20087491
  
  
  
  I am rejecting this response because:

  The company continues to blame the client for glasses that never fit from the first set of frames. The email to *** is the first I have had a response from Head Office who repeatedly refused to respond to my request to speak them. They never contacted me during the year to see what the ongoing issue was. They knew I was out of town and I was not in Ottawa on a regular basis. They took a very paternalistic response in telling me what my problem was without ever consultiing me as a result repeatedly made the same mistake. I am requesting a refund of $620.90 from this very unprofessional company who does not stand behind their customer service of "commitment to excellence..and the best customer experience." 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 23/05/2023

  Good afternoon;
  
  In response to the customer's request for a refund.  Laurier Optical will not be refunding the
  customer after just under a year and multiple attempts to provide customer satisfaction.  In relation to the comments by the customer.
  . .
  
  “The company
  continues to blame the client for glasses that never fit from the first set of
  frames.” The customer was
  offered an opportunity to change the frame on multiple occasions during her
  visits to Laurier Optical, all of which were declined by the customer siting
  the fact that she liked only the frame chosen and would not change the frame
  choice.  So in fact the frame choice was
  brought to the customer’s attention as a potential solution to the problem.  In fact, in my previous response, I again
  offered to change the frame at no charge, and again it has been declined.
  
  “The email to
  *** is the first I have had a response from Head Office who repeatedly refused
  to respond to my request to speak them. They never contacted me during the year
  to see what the ongoing issue was. They knew I was out of town and I was not in
  Ottawa on a regular basis.”
  This again is not
  correct.  The customer was actually served
  twice in the Kingston location by the Vice President of Sales, and you cannot
  get much more head office than that.  If
  the comment is referring to myself, I did apologize and was unable to contact
  the customer.  At the same time, the
  customer noted that the offer made for the $259.00 and the change frame was
  given by the store manager in Barrhaven at the request of the Head Office.  The customer was also told that this was the
  best the Head Office could offer. So that would be three times the customer
  basically dealt with the Head Office.
  
  “They took a
  very paternalistic response in telling me what my problem was without ever consulting
  me as a result repeatedly made the same mistake.” 
  Laurier Optical did not make
  a mistake and has tried multiple times and multiple ways to help this customer
  be satisfied.  We have changed the lenses
  and increased the index, thus reducing the thickness and weight, both times at
  no cost to the customer.  When the
  customer refuses to change the frame which is very heavy, I cannot see how the
  company is at fault for doing everything possible to make the problem resolved.
  
  “I am requesting
  a refund of $620.90 from this very unprofessional company who does not stand
  behind their customer service of "commitment to excellence. And the best
  customer experience." 
  I cannot understand how the
  customer can make this statement.  We
  changed the lenses from progressive to single vision free of charge.  We upgraded the lenses twice to reduce the
  thickness by changing the material at no charge to the customer.  We have repeatedly offered to change the frame
  and have offered to wave additional charges for the lenses and customer own
  frame charge should the customer wish to move to the 1.74 index.  We have more than surpassed any kind of customer
  service expectations that any customer should or would normally have.
  
  Again, the offer in the
  original response stands.  If the
  customer wishes to take advantage of the offer, she may do so until the close
  of business on the 30th of June 2023.
  
  Thank you;
  
  **** *******
  Laurier Optical 

  Customer Answer

  Date: 25/05/2023

  
  
  Complaint: 20087491
  
  
  
  I am rejecting this response because:

  As is evidenced from the responses from Laurier Optical the glass frames I purchased from them are heavier than other frames they sell as is evidenced by their repeated attempt to have me purchase another set of frames. I would expect that this company would have replaced the lens many months ago at a higher index to thin out the lens knowing they sold me a heavier pair of frames. I like the frames. I would appreciate it if Laurier Optical would replace the lens in the original frames I purchased from them without any further costs to me. It has been their mistake from the beginning by repeatedly putting in a heavy lens into a heavier frame and then blaming me for not being able to comfortably wear them. I will not pay any more money to this company. All I ask is that they replace the lens at the appropriate index for the frames so that I can wear them or give me a refund. They continually try to tell me what to do ie buy a new frame or pay for a thinner lens as if this is my fault vs fixing their repeated mistake of putting a heavy lens into a heavier frame.

  
  
  
  
  Sincerely,
  
  
  
  **** ****