New Look Eyewear

I dropped by here to fix my sunglasses. It’s my first time, but they are so kind. I only asked him to replace the nose pad. After fixing, I noticed that my sunglasses was tightened a screw. He is so professional. Thank you for your kind.

I've been going to Eyemax for the past 4 years. You can get your annual eye exam done in 15-20 mins. Very professional and quick (not rushed) service. 10-15% off the frames if you decide to get your glasses from them.

Thanks to the two lovely men who helped a stranger from Australia! With four weeks of my holiday to go my glasses were barely holding together and Justin and the Optometrist on duty went out of their way to fix the glasses as best they could. They lasted the rest of the trip! What kind and generous help - with no expectation of turning me into a regular customer. So if you do live in Vancouver and need to buy glasses - please consider going to them. If they offer such great service to me I imagine it will be as good or better to you!

Dr. Tracy Wong is the best, and now my favorite, optometrist! She explains every detail of what's going on and why. She was able to answer questions I had before I even had them! She is INCREDIBLY thorough and really knows what she is doing. I never knew so much about my own eye health until coming to the clinic today. Any worries I had were cleared up by her and she was very keen to follow up. I can also see super well right now and am beyond words. Dr. Tracy, you know what's up and you are absolutely fantastic!! The staff here were also super friendly. I lucked out in getting in the same day as calling for an appointment, and Dustin was so pleasant about it. I'm over the moon. 100/5 stars for being exceptional!

Good and then Bad Experience. Lost order? No follow up/ Lack of attention to customer service. Honestly I would have loved to give a higher rating for my experience there simply because I did have a great first visit there. On my first visit (16 July) , the optometrist (Dr. Tracy) as well as all the staff on that day were extremely helpful. They provided me with a lot of great advice and suggestions especially for someone who hadn’t had any previous history visiting an optometrist/ glasses shop in Canada. I was genuinely very impressed by their service and so I decided to purchase my glasses with them. With the buy 1 get 1 free discount, I decided to get a pair of prescription sunglasses and a pair of regular prescription glasses. I was told that there would be an approximate wait of 2-3 weeks (which was honestly fine to me). After 3 weeks of eager waiting around the 3rd of Aug, I finally got a call from the shop letting me know that my glasses were ready. This is when things started to go downhill. First, I did request on my first visit to be contacted by email and not by phone since I do have the tendency to not check up on my phone during work hours. This request was not met, which honestly wouldn’t have warranted this negative review if it wasn’t for what happened after. The staff that day told me that sunglasses tend to take a little longer (which is fine) and she told me to wait till the end of the week or at latest by the beginning of next week. Then came 2 weeks of no communication what so ever on what happened to my sunglasses. I finally decided that it was time to check on what was going on so I called them again on the 13 Aug. What I was told was that there was a change in management and staff so my order got lost but not to worry they had resent my order to be made and to wait for another 2 weeks. After calling them yesterday (29 Aug) they couldn’t tell me what happened to my order. What they said was something along the lines of that they couldn’t contact their supplier and so they will call me back the next day. This did not happen. It’s been more than a month. To be exact it’s approaching 2 months and nothing has been communicated whatsoever regarding orders. I feel genuinely disappointed that I’m constantly following up on something only to be told to wait more or that they don’t know. Literally only giving 2 stars because of the lovely optometrist (Dr. Tracy) experience.

The screw on my glasses fell out, and popped in to get some help. Gentleman was very helpful in getting a new fitting screw, free of charge too. Also gave my glasses a full clean. Excellent service.

This is a great eye clinic that has saved me a couple times! Dustin fixed my glasses as best he could and didn’t charge me. And when i had an unusual eye emergency recently they got me in at the end of the day to help me. Always polite and happy to help. Highly recommend!

Was visiting from out of town and needed my Oakley’s to be adjusted. Heather was extremely kind and professional. She not only adjusted the glasses but explained how the adjustments were done so I would know what to ask for in future. Thank you so much!!! Excellent service!!!

Decided to come here for an eye exam and contact lens fitting because my boyfriend had a positive experience. Unfortunately, I can’t say the same for myself. The eye exam went smoothly, and the optometrist and staff were nice and friendly. However, they didn’t have my usual brand of contact lenses (Acuvue, one of the most widely used brands on the market) in my prescription so they gave me something else to try in the meantime while they waited for the right ones to be shipped. The lenses they gave me in the meantime were also in the wrong prescription because they didn’t have the right ones in stock (they said my prescription was too specific). I waited almost 8 weeks for the right ones to be shipped, and when I called to follow up they said that the lenses would not be arriving anytime soon. I then asked for a refund as I had to spend over $100 ordering new contacts waiting for the right trial ones to be shipped and I didn’t want to keep waiting. They refused as they said that I had already taken trial lenses from them so the fitting was non-refundable. I didn’t even need the other trial lenses in the first place and they were in the wrong prescription. Anyway, I will not be returning and would not recommend for anyone looking for contacts.

Fantastic service and selection at reasonable prices. I had a pair of sunglasses custom made here and am very satisfied with my purchase. I never knew this store was part of New Look! Their associates were extremely helpful, knowledgeable, and professional. Highly recommended.