Lunetterie New Look - Côte-des-Neiges

WORST CUSTOMER SERVICE EVER ! Super unorganized team who doesn't follow through with file changes and cannot for the life of them speak english. I am never going back there again, it is honestly the worst customer service I have ever received. i have been a client there for over 5 years and they still cannot find my file. People are spending thousands of dollars in your store and you cannot even book them an appointment.

Called for an appointment and they took me immediately so I can fix my prescription sun glasses. Very curtious and friendly staff. Professionnal service and I am very satisfied of the repair job they did to save my glasses. They even ajusted my other pair for free even though I didn't buy them there. Fair prices overall. I will definitely return for my other eye care services. A+ New Look CDN! Thank you!

I was there a few days and it was ok. Amy wee examined my eyes and I felt she was a bit in a hurry. I expected more patience and concentration. Also, customers are charged for 7$ extra on top of the exam fee. It is called covid fee!!!!???? The question is why ordinary people have to pay this. It is not their fault that we are having difficult time. I think government of China is faulty. Claim theses 7$ extra fee to "Consulat de la Chine à Montréal". They have to pay not us.

I call the store and spoke in English, the french man obvious from France who answer the call got upset, and said "un autre anglais" placed me on hold... at first i didn't think much of it. It was when i actually went in to store how bad their customer service was. The time that I went, there was a lady at the front desk who spoken french from France and was the most condescending person there. None of her co workers spoke up when this was happen. She refused to speak English with me and when i pretend i didn't speak french she walked away and send someone else. The thing i can't understand is why do you have people working there would clearly don't want to serve the English community. The mess up part is, the store is located in the heart of Cote Des Neiges, surrounded by MANY nationalities who only speak English. So Why would put condescending workers, who OPENLY MOCK English customers?

I first saw Dr.Amy Wee back in January, the only negative there was that she informed me I didn’t have a condition that I do in fact have and spent 15 years with a specialist. But overall it was fine, and she told me if i have an issue with my prescription to come back. The prescription was weaker than my old one of 7 years, that was already weak and blurry but I decided to trust it and order glasses off the same website ive been using for 5+ pairs of glasses that always came out perfect. But the prescription was too weak. The first time I went back it, I made an appointment and the staffing implied I would be seeing Dr.Wee. It wasn’t with her, but with their staff. The man who served me was incredibly rude and short with me the entire time. He never checked my new glasses, just only had me put on the device that holds the glass to see if the prescription was blurry. So he informed me I'd have to make an appointment with Dr.Wee. I asked if I could book online after he ignored my availability and said I couldn't do so because on the website you can’t book with a specific Dr. I guess nobody trained him on how New look’s website works. Corona happened and that was canceled. So I made a new appointment with Dr.Wee for the weekend recently. Friday comes and New Look calls asking me why I have to come in, I explained and then Dr.Wee said I am not to see her I am to see the Optician to check my glasses. I explained that I’ve already come down to do that but they wanted me to book with her. She said come in on a day when the Optician and herself was there instead Day of new appointment Dr. Amy Wee comes out and just states “Well first of all those glasses are way too small for your face”, but i was wearing my old glasses that i could see perfectly out of for 5 years only till recently when my sight has gotten worse. The same glasses she saw in January and didn’t say there was an issue with then. Dr. Wee was the one who measured both my old glasses and the new glasses, and the Optician never touched them. Dr. Wee is a “trained” Optometrist and isn’t a trained Optician, as the owners of New Look points on another google review. So she isn’t trained on how to tell if they are made correctly. After she tells me “they don’t pass” she told me to go into her office and she will explain why when I walk it feels warped. I told her I don’t have that feeling at all and that the glasses are just blurry. She replied with “No”, as if my lived experience is wrong. She then told me my old prescription is too strong, and that I need a weaker one. We go back and forth with me telling her both prescriptions are blurry and I want to see clearly. Then she tells me I need to pick if I want a prescription that is too strong or one that wont give me headaches. She also tells me it's impossible to see clearly, and because I guessed the 20/20 line correctly I then have 20/20 vision despite it being quite blurry as well as how she has better then average eyesight and only she can see clearly and everyone else has blurry vision. She then said she will just give me my older ‘too strong’ prescription and she can’t do anything else for me. She then writes down the wrong ‘old’ prescription because she isn’t an Optician but an Optometrist and can’t actually tell what prescription a pair of glasses are by looking at them. Both prescriptions give me headaches because they are blurry and strain my eyes. We go to leave, and she tells me if I have an issue with this one and want to come back she will have to charge me because I am taking up a lot of time. I guess my time and money for bad service is meaningless Being an Optometrist means using your personal judgment a lot and making sure you understand what your patient is saying with the results. Her Judgment is clearly off, not sure if because she hates her job or what. But quite honestly I don't think Ms. Wee graduated from uni after my experience with her.