Image Optometry in Canada - Locations, Hours, Flyers

Horror Show | by Tanya  on Dec 01, 2017

To save time, this is the letter I sent to Image Optometry about my experience: I had an appointment yesterday, November 30th with Dr. Wong at your 716 West Broadway location. The exam was fine, and the staff was friendly. It got uncomfortable when the staff kept showing me ladies glasses when I wanted a men's frame and I made that very clear. They would not take no for an answer and I was cornered into trying on many pairs of the women's glasses which I felt very uncomfortable with. I was there with my partner and am I very clearly gay and was not interested in the women's glasses. They assured me that I am in fact a woman, I thanked them for that, as I am aware. I persuaded them to let me buy the men's pair. When it came time to pay they told me it was $598.83, at that time I had to inquire about the free pair that was supposed to come with the exam. They waved me over to a corner and said those are the free ones. Okay, I pick one out, luckily with no help. I was not given any lens options, just told the total. This being my 1st pair of prescription glasses I did not know any better. My frames came out to $250 and the lenses where $258.98 for a prescription of OD: -0.50 OS: -0.50. I was still feeling uncomfortable with the sales experience so we paid and got out of there. As soon as I got home I looked online and found the same pair of glasses $100 less then what I paid. I called them within half an hour of my purchase and asked if they would honour the advertised prices online, they said no and they said they didn't believe I found a cheaper price. I told them I could send them the advertisement but they said they would still not honour the price. I then asked to cancel the order. This is when things got ugly. They said no, we can't we already submitted the order to the lab. I explained that I had just left the store 30 mins ago and I was quite sure if they tried the lab would cancel the order as the glasses were certainly not yet in production. They got Dr. Wong on the phone. He told me that once the order goes in that the lab charges them, he explained that was the labs policy and that there was no way to back out the order from the labs system. He even insisted I call the lab to verify that information and to inquire myself. I did just that, and I was told that since it was past the Ontario administration office hours that the order would not be started that day and they could in fact back the order out of the system but Image Optical had to give consent. He told me he would contact them and someone would get back to me. I called Image Optical after not hearing from the and it was almost 6pm and closing time. Dr. Wong got on the phone and became belligerent, saying that they would send me a lawyers letter explaining why they won't refund or cancel the order. That he would "love to see the price I found", he demanded I send him pictures. He was downright rude and offensive. I tried to explain that if he had no intention of cancelling my order then why would he give me the labs phone number and asked me to call them? If he would not honour and advertised price then why would he want to see the websites with the prices? I have posted them on Yelp if you are interested in seeing them.