IRIS Optometrists and Opticians

I normally go to the Iris in Caulfield, West Vancouver, and receive excellent service from everyone there. Today, however, I was having a bit of an emergency and popped into this one by my work to see if they had any samples that were close to my prescription. I can't speak for the optometrist, but the man at the front desk was more unhelpful than I could have ever imagined. He was determined to get me out of the store, and offered me zero assistance. I can understand when there are no sample available (it was a long shot), but this was very frustrating.

Just had a wonderful experience working with John being fitted with Nikon's high index lenses. I found John to be extremely thorough and knowledgeable and wouldn't hesitate to recommend his services.

Went to get a pair of prescription glasses. Sepideh was very welcoming. She was very patient and helpful during the selection process and made the whole experience enjoyable and pleasant. Highly recommended.

I had initially wrote a different complaint but I have to change it to update my experience. I just tried calling Iris's regional office to complain which requires a code to leave voice mail and I tried sending them a message through their webpage but I got a notice that said "we cannot receive your message, that's all we know". This is the letter I tired sending to Iris: I would like to lodge two complaints against Iris. First of all I just tried to call your Langley regional office as I am in Vancouver and I tried to leave a message in your "general mail box" but it wanted me to punch in a particular code to leave the message...so really not a general mail box. The second is more infuriating. It is concerning your 788 West Broadway location. I just got shorted on a refund after defects, mistakes and waiting. I have had excellent experiences up until this point and I really like the frame offerings at Iris, specifically Oakley. I am very active and need very durable glasses and they seem to be the most durable and until my most recent experience the most comfortable. I had selected the Meta link frames priced at $270. However, the lenses were more expensive then another store I was looking at so they offered me a $125 coupon to make up the difference. Great. However, the metalink frames have a pretty significant design flaw that becomes apparent after many hours of wear. The "Unobtanium" on the arms had little pieces that dug into my ear making for a very uncomfortable wear (Imagine a pebble in your shoe that you cannot get out...but on your ear). They were very helpful in trying different frames but it became apparent that this was a design flaw. So, as much as I liked how the Metalink frames looked and I wanted to try new and different frames we decided to reorder the same frames I have been wearing for many years (Oakley Carbon plates). However, there was a delay in sending out the frames so they decided to use my old frames to measure out the new lenses. Even though I was stuck wearing the very uncomfortable Metalink frames for weeks, fair enough. Today (dec 30 2020) I got a call that they had discontinued my size in the carbon plate frames so they would have to put my new lenses in my old frames and refund the price of my metalink frames. However, they had put the coupon in the computer as combined lens/frame deal not as a price match so they only refunded me $148. I tried to discuss this with them which quickly devolved into an argument. From my perspective, I experienced very uncomfortable defects and mistakes which I rolled with -- defects and mistakes happen -- but then after weeks of waiting and wearing very uncomfortable glasses and not actually getting new glasses, not getting the full refund for the frames was the final straw I left very frustrated and angry with my experience.

Top customer service. All of the staff are very professional and caring. I highly recommend this office to anyone, of any age. I am more than happy and pleased with my experience here. Thank you IRIS Optometrists and Opticians for your amazing customer service!

I was given a thorough eye exam by Dr. Le at the Broadway store because I had cloudy vision in one eye. She arranged an appointment for one hour later with the Retinal Care people at VGH Eye Care Centre. I was given laser treatment in both eyes by Dr.(?) Weaver (it took about 2 minutes). From entering Iris to leaving The Eye Centre took 2 -1/2 hours. I had not realized how badly my vision had deteriorated until I was outside and could see more clearly than I had in decades. I am very grateful.

Hi there, I just want to let you know that the service and welcoming care today at Iris was exceptional. Thank you for your personal touch, your warm and welcoming presence. I always appreciate the time you take to help me understand the state of my eyes and my vision. I also want to commend John your staff person for his patience, his precise measuring and ensuring the glasses, I chose were a good fit. He was very personable and professional. Overall today, at Iris, was an absolute treat, and delight. Thank you so very much1 Warm regards, Kimberley

Excellent eye doctor. Thorough, educational, kind. The first year I took the script and bought glasses online as they did not have the frames I wanted. They kindly fitted them to my face. Went back for my annual follow up exam and to purchase prescription sunglasses. Sent me out to see the frames when my pupils were dilated. I couldn't see a thing and was mildly dizzy and nauseous. I should have probably just sat down with my eyes closed and come back another time. Decided on a frame and then found out the price. Extremely expensive frame and lenses ($700+ for prescription sunglasses). I told them I would let them know if I wanted them. Got called multiple, multiple times by staff asking when I would be back because they had already processed my insurance and didn't want to have to resubmit. I told them I would let them know if I wanted them. I haven't been back. I will eventually need to go to get prescription eye wear but not about to make a $700 purchase when I can't see what I am buying.