New Look Eyewear

**Update** Manager did call and apologized for my treatment. It sounds like this is not the treatment that is accepted for customers, for the over all store.
I appreciate the call.
Thank you.

TERRIBLY rude receptionists enforcing I can't use my old prescription to buy new frames acted like a couple of Sherrifs enforcing a law.
Both spoke down to me, over spoke me when I was talking.
I was trying to understand the logic. They would willingly repair my broken glasses with the old prescription, but refuse to sell new frames because my prescription is "expired" and I must get a new exam done (they have no optomitrist either by the way)
I didn't understand it, I didn't understand why it wasn't my discretion. I was in their before and given the option to use an old prescription and signed a waiver.
Fine and all if this is the new policy, but to be treated with such disrespectful attitude.
No thank you!
OptiCanada took care of me amazingly, got my new frames with my old prescription, and zero attitude.
Never will I go back to them!
I would like an apology from them for the harsh attitude and treatment from the 2 receptionists on Monday Jan 8th 2024!
They also hung up on me when I called to tell them the 5 other places I called allowed me to use my old prescription.
Question is, is this actually a strict policy or were they just letting their ego get to them? Over 10yrs, I had been seeing them for my glasses. Disappointed EX customer.

This place is a joke, they are so rude. They have no clue about Customer service. Will never go back here and will make sure no friends or family ever go here.

My experience at Tillicum Mall’s New Look Eyewear was exceptional, beginning with Dr. Darroch’s professional exam.
Once I returned to the front of the store, I found myself wondering what was so uplifting about this store. I finally understood it was because the atmosphere was so convivial… and the staff so obviously enjoyed their jobs – how unusual!
I hadn’t planned to shop for frames that same day, but I found myself being drawn in by the interesting selection.
I tried on several pairs before being approached by the store manager, Kirsten, a very personable and knowledgable lady. Kristen is absolutely the right person to manage the store as her experience and up-to-date fashion sense shows through right away. She was determined to make sure I was comfortable with my decision and leave happy.
I couldn’t have asked for anything more and I will be a return customer for many years to come.

Staff were understanding, timely, and accommodating when assisting me with faulty glasses I purchased somewhere else.

I’ll be sure to shop at Newlook eyewear in the near future as they have an abundant selection of inexpensive yet very high quality eyewear.

Omar is the guy for glasses in Victoria. Loved his customer service and he was nothing but helpful getting me set up with my first pair of glasses. This guy deserves a raise!

Great service provided by Omar the assistant manager! Super helpful and friendly, gets you the best deal available. Highly recommend

Excellent service one-stop shopping. The optometrist, Justin Darroch, was very thorough, helpful, informative and a pleasure to deal with. The ladies, Shila and Kirsten, we’re also very sweet and helpful.
I will be back!
Jane Brown

They have become my go to optical store. I have always received fast professional and excellent service.

Great place for virtual scanning, and eye check up, good deals on frames and friendly staff
May be ask for a cup of coffee while waiting your eye exam results

Worth visiting!

Omar was amazing! Such a personable, helpful and clear person to talk to, he goes the extra mile with a smile and made the process easy and efficient.

I messed up my dates for hubby and I and the staff fit us in a full schedule. Everyone was super professional, and happy to help us out. Tons of knowlage about the glasses, as well as super clean store. We will definitely be back and will recommend.

Went there unsure of what style I wanted, but Omar helped me pick out a bunch of frames and narrow down what I like. He was so positive and helpful that I left feeling very confident and excited. Great service!

Great first experience! And thanks to the BOGO deal going on I saved about 400 dollars and got 2 awesome new pairs of glasses from a very broad selection which I absolutely love. Excellent interactions with very friendly staff also. Kirsten is the bomb.com. Will edit to add photos once I've got both pairs.

Went in to ask about eyeglass cleaning spray, and the receptionist not only cleaned my glasses but gave me a small bottle of cleaner for free. I am above impressed. Great service and they seem really nice.

The owner and staff were very accommodating and friendly. Above and beyond service. After getting cataract surgery they replaced the lenses for me and helped me pick out the best pair of frames for myself. Very kind, caring and patient with myself as I am a senior. Would highly recommend.

Catherine is great. Great place. Only problem is this short dark haired gal is really lazy. Otherwise top notch.

Excellent service! Walked in at my appointment time, had a great interaction with every single staff member there and the optometrist was thorough and friendly! Thanks so much for making me feel welcome and relaxed. Clean, Covid friendly and respectful.

Max is brilliant! I brought in my very damaged frames, the temple was badly twisted, the lens was out and the wire that holds the lens in was broken. I thought my frames were done-skies, but thought I should bring them into New Look just in case there was any hope in reviving them. Max spent at least half an hour working his magic. When I got them back I was so amazed that they were aligned and in perfect shape again, and cleaned so well! They were not only totally fixed, they feel great to wear again. I'm so impressed! I've been a customer at the Tillicum Mall optical store, now New Look, for years and I highly recommend you seek out Max there for your optical expert needs. All the other staff are super nice too BTW.

The very friendly staff at New Look Eyewear helped me to figure out what was troubling my vision. With a very thorough examination they determined my needed prescription and sent me away with brand new glasses and clear vision in the same day. All while cheerfully following the covid guidelines. I would send my own mother there. Thankyou new look

Very friendly and professional staff. From the moment I walked in I was greeted with a smile and excellent service. They take covid cleaning
Very seriously. Every single one of
the staff members made me feel comfortable. You could see that everyone working there works very hard and enjoys what they do! Thanks again will be coming back for sure:)

Love dealing with Max. But the manger. A lovely woman I just had the privilege of dealing with is a handful and very frontal in her communication skills. I will not be dealing with her for any reason again. Just be careful of the encounter it can be ugly. Cheers.

Lary and the entire team at Visions Optical are amazing! They have helped myself and my family for the past year and always go above and beyond! Lary is a wizard and has saved my partners glasses multiple times with his clumsy breaks! I would recommend this place to anyone and everyone! 5 stars all the way!

This review is definitely overdue as I went to Visions Optical at Tillicum Mall in Victoria, BC back in August (2019) -

As a kid, I always wanted braces (been there, done that) AND glasses.

Well, my childhood wish came true and at 36 years old - I got fitted for my 1st pair of eyeglasses to help improve my vision with astigmatism that I didn't even know I had!

I was apprehensive about this new and sudden change as I would be wearing an accessory on my face for the world to see. I was reassured and felt so well supported by Lary Sparks, Eyewear Consultant who took the time to help me find the perfect pair of glasses that were best suited for my face and that represented my likes and style! I had called ahead of time before arriving to Visions Optical and Lary so kindly had about 20 pairs of glasses ready for me to try on as I had mentioned what I was looking for over the phone.

I am beyond impressed with the outstanding customer service I received from Lary and for how I was put at ease during this new experience!

Thank you SO much Lary and a BIG shout out to you for helping me restore my vision and my confidence.additionally, for also saving me money by informing me of the 2 for 1 deal on certain frames! It was a win-win all around!

I also want to acknowledge how two other helpful staff members (a male and female - sorry that I can't recall your names) assisted me with exchanging my two pairs of transitions to regular lenses as I really didn't prefer the tinted option afterall. I was pleasantly surprised how this was covered by the warranty and I didn't have to pay extra for this unexpected request.

Overall, I highly recommend Visions Optical for your vision needs - the team there are truly professional, they are extremely knowledgeable and super friendly! I felt so well cared for and in such a genuine way!

Thank you again Visions Optical!

Most sincerely,
Leifa - a very happy customer!

I was very disappointed with there service when my wife purchased her lens. She went there by herself with frames it ended up costing 300dollars I was not entirely happy about this she told me though all the extras that they gave her and that she bought anti scratch lens and if they get scratched they would replace them.today when we went in today for the scratch we were told that it wasn’t a manufacturer’s defect which doesn’t make sense why would you sell a lens and tell people it would be replaced if scratched but has to be manufacture defect doesn’t make sense to me very frustrating over priced and bad customer service seemed like they didn’t care when they told me this

Went in at a quarter to closing time and the sales rep without hesitation helped me adjust my glasses after I sat on them the night before. He was super helpful and professional, while also being very kind throughout the whole process. Definitely recommend this place for repairs if need be

Went to, get an eye exam and expected quick service for my new ' uncomplicated' glasses/lenses.

I will never go back to this store, and recommend the Optometrist if he doesn't own this location that he leaves before his reputation is negatively asssociated with the store

I would like to start with the positives:
1. The Optometrist was thorough.
2. The Optometrist staff processed the eye exam directly to my insurance $105
3. The first sales person who was a younger man, listened to my concerns.

The negative

1. When I sat down with the sales assistant (older fellow) TOLD me I needed $800 progressives, (this was an option according to the Optometrist). I said 'NO, I don't have $800 to spend on glasses, and that I would buy readers separately to, save $$'. He told me 'NO, that this is what the Optometrist has ordered and there are NO OTHER OPTIONS'. I asked him for my prescription back and that I would do some research and come back (I wouldn't have come back and he knew it). After he got that I wasn't buying progressives and wasted my time arguing why I needed them (if I had $800- I understand the convenience of progresssives but they are very pricey) he processed the 2 for 1 (regular prescription and a pair of readers). The older sales associate didn't tell me that the order was being completed in Montreal and will take 2 weeks. And AFTER ADDING the blue tinting to my bill after I said 'I DIDNT WANT THE TINTING (a last try to put something by on me to increase the sale)

2. I expected that my glasses would be ready in 2 days, as per STORE MARKETING. The staff told me my prescription was uncomplicated. I was told about the 2 week processing time after I spent forever trying to pick out frames in their limited selection.

3. The 2 for 1 promotion glasses are cheaply made. I chose a pair of these for my readers and had no option but to buy designer frames due to the cheaply made 2 for 1 frames.

4. All glasses that you try on in store are the glasses you receive, they do not carry 'new' frames- you get the floor model that everyone else has been trying on.

I went to this store expecting to receive professional, quick service. I left feeling like I had been taken advantage of, if my husband was there, I don't think I would have received the bullying that I received to buy the $800 progressives. I will never go back.

Please note, customers are more likely to tell their friends of bad service they receive than good service.

Really disappointed in Visions. Was a loyal customer both for eye exams and glasses. Booked an appointment by phone, confirming the cost of the exam. When I arrived for my exam, they attempted to charge me nearly double. $95 instead of the $50 that I had confirmed. I politly explained that I had confirmed the cost when I booked - nobody had called me to inform me of the change (and save me the hour drive each way). Shady! I will encourage friends and family to take their business elsewhere.

Friendly, fast, and professional. Dr Klar especially, is an exceptional optometrist who saw me on short notice and was extremely helpful.

Will definitely be my go to place for both glasses and optometrist needs.

From start to finish, I felt like a valued customer.from Lary and a new employee from Quebec (sorry I can't remember your name) to the optometrist Dr. Klar, it was an enjoyable experience. I ordered 2 pairs and was told that it would take 2 weeks. I got a call after waiting only 11 days, that my glasses were ready for pick up. I was very pleased. Thank you. It was my first time at Visions, but it won't be my last.

Terrible service! Phone in advance to ensure they could make new lenses for my readers. Oh yes they had 1 set of blanks, we even measured my existing frames in millimeters! Yes they could make them no issues, I asked if Tuesday would be ok, YES Tuesday! Went in today and guess what no one to cut the lenses that oh ya! They couldn’t find the lenses either not that they looked very hard. Very disappointed. He couldn’t even be bothered to offer an option to do the lenses another day, it would have been disappointing but at least to know when a tech was scheduled! But nope nothing! We have been clients of Vision Optical for 20 years! 6 family members who will not be returning!

Like most people my experience here was terrible. Waiting 3 weeks for my glasses. No apology. Awful customer service. I'll never go back.