Optik Avenue Optometristes

I just visited the Westmount boutique and I had one of the worst customer service experience I have had in years. I came in, having had lunch down the street, hoping to find a pair of glasses. I was greeted by a woman with dark hair and round-ish glasses. She kindly asked me what I was looking for and I told her I was looking for frames. Seeing as she was busy with another customer, I asked if I could try on some glasses. She acquiesced and offered to get me a tray as soon as she was done entering something on the computer. A blonde woman came in shortly thereafter and as soon as she saw that I was alone, she asked the other consultant if I had been served and she answered that I was trying on some frames and that I was OK. Since I was alone and since I wasn’t ready to commit to anything, I was taking pictures of myself wearing the glasses in order to keep a record of what I tried on and where. The blonde consultant asked the other consultant why I was taking pictures and if she could put away my selection when I was clearly not done. Then, she turned to me and asked if she could put the glasses away. I said that I was not done trying the styles, but that one of the frames on the counter was mine and another was too small, so she could essentially put that one back. I could tell something was bothering her, so I asked her if she had a problem with me trying on these frames by myself, seeing as the consultant was busy. So, she asked me if I was in the store taking pictures of the glasses and taking down the style numbers in order to then go elsewhere or order them online. She started essentially accusing me of not having the intention to buy and just went on about how people now come in, take pics and buy online. I tried to explain that I was there shopping and that my intention was to buy in store, but to compare prices before buying. I also explained that I didn’t see what the problem was seeing as I had been to two other opticians, tried on glasses and was given a card with style numbers and prices in order to be able to follow-up. This is a thing normal stores will do for you. There is no obligation to purchase once you walk into a store; I shouldn’t even had to justify the fact that I didn’t want to buy without shopping around first. I calmly explained that it was normal to shop around and compare prices and that the fact being spoken to in a condescending and accusatory tone wouldn’t give me any incentive to come back and purchase anything. She was uninterested and walked away to tend to the other customer who was already being taken care of. The other consultant tried to smoothe things over, but I told her I was really not satisfied. I’m really angry now that I am home. I’m an almost 40 year old professional and was essentially scolded and spoken down to by someone who basically didn’t even give me a chance as a customer and I have to wonder if the fact that I came in and engaged the salesperson in French was a trigger for her. When she came in, she was talking about me to the other salesclerk in English and it was as if she thought I couldn’t understand what she was saying about me. You gotta wonder what about me doesn’t even qualify as being worthy of being a potential customer and in those moments you start questioning many things and yeah, maybe I’m wrong, but I definitely think there was a bias against me and whether it was a linguistic one or a generational one, there was one. I understand the retail world is changing and that people do “do” what she was accusing me of doing, but this is the new normal and in order to keep customers coming back, you have to position your business as having an edge over competitors and when you don’t want that to affect your profit margin, you invest in quality customer service in order to keep people coming into the store. A miss all around. Never again. Byeee.

Mr.Toulch found me my perfect pair of glasses over the years ,and frames. I have sent friends there and they were very happy. My glasses just broke so i will be heading over. Years ago when i was a poor student he gave me a substitute pair until mine were ready. I hope he's still there.

Horrible service. Dr Medoff is great but the front of house staff is rude and unhelpful. I have ordered my contact lenses from there for a couple of years now and then all of a sudden they don't have my file. They didn't call me back and now I am without lenses. Then they blamed me because they didn't have mu pone number! Is it not as simple as taking a customer's name and number down when they call? Don't blame the customer when clearly your system and procedures are at fault.... They rung back after seeing this post and apologized for the experience.

I have been going to Harry Toulch on Westmount for 6 years now. This year, I scheduled an appointment, got COVID, forgot I had an appointment, and got a call from their receptionist that morning to confirm my appointment the afternoon. I called back and told her I needed to cancel because I had COVID, and was really sorry I forgot to cancel. For the life of me I cannot remember the dear receptionist's name, but she talked to me way longer than she needed just to reassure me all will be well, not to worry about my appointment -- and even said to call and ask for (her name) if ever I needed a cheer up message. It was customer service that went above and beyond. I have never met her, and I wish my COVID riddled mind didn't forget her name. I think they hired such a stellar person to be in their in-house staff, and I hope she gets a bonus or a raise. Thank you, lovely receptionist. And all the optometrists I had in the past six years were fantastic, and there's a reason why I'm a loyal customer!

Great store and stylish high quality frames Nice staff ??

Great and friendly service, nice selection of high quality frames, and the glasses were ready after only a few days! I highly recommend this place

The receptionist is super rude. When I asked her about my PD, she rudely replied that I have to buy my glasses from them to get my PD. I did my entire eye exam there, but still they refused to give my PD as I supposed to buy the glasses online.

Amazing place! The staff is very friendly and helpful. The service to get lenses on a chosen frame is quick. You can even get an eye exam there and the machines are all new. I was a client of them when it was know as 21/20 and I've been going there for at least 20 years. Never had a problem.