IRIS, Tillcum Mall
Is IRIS more concerned about profit margin than customer satisfaction? It certainly appears so to me. I am a single mom and have very little to spend on myself.
I finally spend the time and money to purchase much needed glasses from IRIS store at Tillicum Mall inVictoria, BC.
My budget was $400 but by time they finished razzle dazzling me with promises I spent over $1000. I was told there was a no risk guarantee and that my satisfaction was first priority.
Instead, I now have a pair of glasses I cannot see out of and the store has no intention of fixing them or refunding my money. Why? Because they have a policy that says they don’t have to if they don’t want to. I have been called names, ridiculed for complaining, and made to cry.
I highly recommend and urge consumers to think carefully before giving any money to IRIS in their community. We need to stop unfair business practices!!!
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When you and I spoke last week I confirmed for the final time that I am completely unsatisfied with the glasses I have purchased from your store.
I have requested several times that the glasses be sent back and the lenses corrected. You have not permitted this to be done therefore I am now asking that you provide me with a full refund. Please let me know, in writing, the dates and times you are available to meet so I can make arrangements to have the glasses returned to you. I have attempted to bring them in but staff informed me that they are not permitted to assist me, only you can. I am now on a project that has me traveling the province and providing training sessions. My time and availability is limited.
A recap of my experience to date:
v In June I had my eyes examined and paid for a prescription. I have asked several times for an official copy of the prescription and have been denied without adequate reasons provided.
v I explained that my primary purpose for glasses is to reduce the eye strain experienced during working on the computer and while reading/writing. I explained the nature of my work and the need to have full peripheral vision and the ability to toggle back and forth between computer and written documents for the purpose of research and data analysis. I came prepared to purchase reading glasses but was hopeful that a prescription could be made to permit both reading and computer work to be done. My last set of glasses, (purchased from IRIS), were worn all the time, whether I was reading, driving or working on the computer. They were one lens with one view that met all three needs.
v It was explained to me in June and again recently by you that my prescription had changed so significantly that I could no longer function with one view and required 3 separate views or 3 separate pairs of glasses – I could not understand this and asked for technical clarification – instead I received a pep talk and told that my eyes had aged and ‘we all get older eventually’ and that the sooner I embrace the need for progressive lenses the better – I questioned this again because I function well in most activities other than reading fine print like you see on pill bottles. You told me that ‘the sooner I embrace the need for progressive lenses the better because my eyes are able to adjust quicker now than later on with a stronger lens’. This rationale made a bit of sense to me.
v I was recommended to purchase progressive lenses and told they were a huge convenience and that all your clients are amazed at how well they work because IRIS produces only the highest quality. I was told that it could take a couple weeks (a short time) to adjust to and that IRIS staff would work with me to ensure satisfaction. It was sold to me as a No Risk Guarantee – prior to making my purchase, my daughter and I were told on 3 separate occasions by 3 separate people at IRIS that if I was not successful in adjusting to progressives or did not like them for any reason, I could have the lenses changed to something that worked. I trusted what I was told and made the purchase, even though it was $600 more than I originally intended to spend.
v July 16th I picked up my new glasses with excitement and after a few quick adjustments and some general usage information I was off to enjoy my amazing purchase that was promised to meet all and every need. Within a few days I was back at the store asking for assistance to understand how they work as I was experiencing major dizziness when walking or moving about and having difficulty judging distances for stepping up or down curbs or walking down any stairs. The staff member was encouraging and helpful and off I went in good faith that things would continue to improve on a daily basis and that very soon my brain and eyes would suddenly ‘click’ and my entire vision would ‘open up’.
v As you know, I have come to the store for adjustments and have called in with questions weekly because I cannot see with these glasses. I cannot read with them and I cannot see my computer with them. My naked eye can perform both tasks better. Wearing the glasses to perform either task creates a lot of eye strain, I get headaches, I still experience vision waves, I cannot use my peripheral vision, I still cannot judge distances and cannot park my car without risking an accident.
v I requested to see the Optometrist to review the prescription and discuss alternative solutions and confirm the prescription is accurate – this was denied and instead I was encouraged to bring in my old set of glasses so you could get the prescription information from them and give us both a fuller understanding. I complied with this request and returned to your store for another meeting with you. After examining both sets of glasses you declared that the prescription provided me by the optometrist accurate and then did some more adjustments to the frame of my new glasses. I left the store puzzled and unsatisfied as I had not received answers to my technical questions. I wanted to know what was different between the two prescriptions.
v I telephoned and left a message for you to call and provide me with the technical details of each prescription. I received no call back. I telephoned again and left a message for you and specifically asked for the prescription information. I received a voice message from you saying you called, butno information was provided on the message. I came to the store to seek you out but you were not in and the sales person told me that no one was permitted to assist me other than you. I asked for a copy of the prescription document from my file and was told the file could not be located.
v You and I have talked on phone and in person about the transitions not functioning well. I have been squinting all the time as the lenses do not get dark enough to provide adequate protection from bright sun. It was my understanding that I spent the extra dollars to get the best quality of transition possible. It was my expectation that they would do all the things the sales person told me and my daughter – that the transition lens I was purchasing was superior quality and would replace the need to ever wear sun glasses. This of course has proven to be a very inaccurate claim. Each time you and I talk about them you give me another reason that the glasses didn’t work that day. Some of the examples I can recall are ‘the weather changes can affect them so some days they will not work at all’ – ‘in some places like Arizona, transitions work poorly’ – ‘some of my friends must have stronger lenses than me which could account for them being much darker’. If I had been told at the time of purchase that transitions do not work all the time and sometimes not at all well or that it was dependant on stronger prescriptions ………. I would never have chosen to purchase them, and I certainly would not have spent the additional dollars involved to ensure I had the highest quality of the transition choices! On my last visit to you to discuss this, you showed me my next option to consider which is to have a set of clip on sun glass lenses designed specially to fit my frame and the cost would only be $200 more. Oh my goodness!! Why should I pay more? I was sold something that does not work correctly. I have made several comparisons with several people with transition lenses. In every single case, their lenses are working better than mine. When I tell you this your response is that I need to stop talking to negative people. You have to know that such a response isoffensive and unkind.
v You made me cry on the phone at work one day in front of several coworkers when you suggested that I was being uncooperative and resistant to conforming to progressives. This cannot be further from the truth. I have had my glasses on constantly. I go on my dog walks to the park with them on, I drive with them on, I try as often as possible to work with them on. I have gone online trying to find positive, encouraging, how to use information. I have complied with every thing you have instructed me to do and have kept a positive outlook, expecting them to work.
v Recently you suggested it might take me several more weeks if not months before my vision ‘suddenly opens up’ and I can see correctly. This new information has made me very sad to hear. I came to your store in good faith, expecting to have glasses for business purposes well before my business travel started in September. Tomorrow it will be the start of September and my glasses do not function for the purposes they were purchased.
v Last week, in a final attempt to seek out a solution, I called you to ask another technical question, this time I wanted to explore whether I needed to upgrade to a lens that offered a larger corridor and the maximum mm drop. I asked you to confirm the specifications on my particular set of glasses. Your immediate response was to curtly say ‘I don’t know who you have been talking to ……we use only the best quality of lenses……’. I assured you my call was not intended to put you on the defense. You did not provide me the answers to my questions, you never do. It always ends up the same, I’m left feeling bullied.
Bottom Line is this – I want my money back so I can go to a small local optometrist who will take a positive approach to ensuring I get what I pay for – which is improved vision for working on my computer and reading volumes of data. He won’t sell me on features that cost extra and don’t do what is claimed.
Please email me back with your available dates to receive the glasses back. Please do not call me. I feel it is in both our interests that we communicate in writing from now on.
I look forward to a speedy reply.
Name and address withheld by editor
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
December 2nd, 2009 at 11:59 pm
Business is not everything, customer service is more important!! If you treat your customer nicely, he or she will come back and shop there again!!
February 4th, 2010 at 3:45 am
I work in the industry in Victoria BC and I deal with many MANY unsatisfied customers from Iris. The common theme I see with them is OVER selling the customers into progressives that do not benefit them. If your Rx doesn’t include certain elements it doesn’t warrant certain expensive lenses they push on every customer. As a matter of fact over selling you can actually restrict your field of vision.
Many people get pulled into they hype of them saying “we’re the best and thats why we cost so much” when in reality most places in town carry Essilor lenses and Essilor is the parent company of Nikon. Explain that?
Next time make sure you shop around and get a few different opinions. As well get the satisfaction guarantee and REFUND policy in writing. In the brochure they give you with your purchase it states in extremely fine print that there is NO return policy whatsoever.
May 11th, 2010 at 3:34 pm
IRIS optician @ Tillicum Mall in Saanich, BC said I had a very small piece of metal in my eye but that it wasn’t going to be a problem. I phoned back and said I wanted a second opinion and referral to an opthamalogist. I went into the store and spoke to an employee who said they wouldn’t refer me. They want me to come back and see their other optician — This DOES NOT satisfy me at All. I will never do business there again. I intend on writing them a letter to let them know.
May 24th, 2010 at 11:30 pm
I know what you are going through.I order glasses for my son, paid for it. 2 hours later my wife inform me that I made the wrong choice of glasses and I asked to have a refund. They kindly told me to kiss my butt.
So I’m going to talk to head office and demand my refund and if I don’t get it I will create such a
sh*t storm that it will cost them more in bad press and lost sales then the cost of the lens.
August 23rd, 2010 at 10:05 pm
Anybody have had a bad experience dealing with the Iris Optometry group?
I had my eyes check by one of their doctors. After leaving the clinic, I realized that I was not given any prescription. So I phone the office back and they mentioned that they do not give out prescriptions. Ok fine. I go to my optician, thinking they can have me sign a release of medical records, and then fax my prescription. Well, this is where Iris started to play games by giving my optician a fax number that didn’t work (and insisting that it is fine). I phoned the office again and they said they didn’t fax prescriptions. I had to go to the office to fill a records release. Even then I had to come back to get my prescription. I cannot understand how a clinic with such malicious business practices can still survive. The law in BC states that optometrists are to give out prescriptions, free of charge, without the patient asking for it. Clearly this is in violation of the law. Later on checking with the Better Business Bureau, I find that there have been a number of complaints against Iris in BC. They are not a member of BBB. Lesson learned here: Beware of Iris and you should too.
January 26th, 2011 at 2:45 am
You wrote – Quote “Is IRIS more concerned about profit margin than customer satisfaction? It certainly appears so to me.” My answer is definitely YES! I personally filed a complaint to the BBB regarding IRIS The Visual Group in Tsawwassen BC at 1202B 56 St Delta, BC V4L2A4 after they promised me I would be reimbursed by the Government for the expense of my prescription (I told them I could cover the cost of frames but being on Disability could not pay the full $800.00 for my glasses) They assured me I would get MOST of my money back from the Gov. if I could borrow money to pay for my lenses. They LIED. They later admitted they know this isn’t the Gov’s policy. Which left me stuck having to pay back money I did not have, other than for food and medication not covered by Gov. So I was stuck in a nightmare for months, trying to get help. I did get $100.00 back from the Blue Cross FINALLY after IRIS Group in Tsawwassen tried to steal my cheque and cash it in MY name. Cindy, the horrible bitch who works as manager there, called and yelled at me…ignorantly accusing ME of trying to cash two cheques…harassing me in my home. She finally called back laughing, saying it was all some mistake…that someone in their office had tried to cash my cheque. It was suppose to be sent to ME in the mail. She laughed it off…after screaming at me and treating me like some criminal, NOT one damn apology….EVER. I had to finally go down to their office to get my cheque…which they wouldn’t get to me. They are liars and big time scammers and Cindy is an abusive bitch from hell. Don’t ever have anything to do with IRIS The Visual Group in Tsawwassen BC at 1202B 56 St Delta, BC You WILL be very sorry. Karma will definitely be a bitch for her and her bossman in Ladner BC. Beware customers!!!!
August 10th, 2011 at 8:45 pm
I have spent thousands at the sunglass hut, the most expensive sunglasses i bought where almost 400 for maui jims, Not even a year later the screws fell out of the lens. i went back and asked them for help, They told me to write a email to maui jims. so meaning to say why would i buy from them i should buy direct from maui jims. Sun Glass hut sucks, i will never go back. i proceeded down the mall in West Vancouver to Iris where my prescriptions are from, I told them of my dilemma they took my glasses from me, inspected them and found that the other lens was starting to crack. they offered to send them to maui jims for me for a measley 25 dollar shipping fee. They called me today to tell me that maui jims replaced them for free AND I DIDNT EVEN BUY THEM FROM IRIS. They arent a cheap eye wear company but give awesome polite professional service and they stand behind their product, Sold by them or some one else. you cant beat that!, Its true you get what you pay for from them, NOT the sunglass hut!
September 1st, 2011 at 8:13 pm
I had an absolutely lousy experience with IRIS in Langford and on Fort Street. First off – I am native and so my eye exam is supposed to be completely covered by my medical insurance. The first time I went to IRIS a few years ago, I got suckered out of money because they did a bunch of extra tests that DIA does not pay for and then billed me for it. This time they got a little snotty when I asked to opt out of the exam. I expect that they get a commission for the extra exams. Then they told me that they were giving me a $100 cash rebate on certain frames. I later discovered with my husband by doing some research that they jacked up the price of the frames by exactly 100 — from what those frames sell for elsewhere, and *give it back*. Some Deal? Seems like a scam to me. Their staff act like chipper happy morons who can’t seem to answer a straight question. It took me asking them plainly several times over and over to get them to tell me EXACTLY how much money I was paying for frames and lenses. Then they were supposed to send my glasses to Fort Street to pick up. But they screwed up and sent the glasses back from Fort Street – delaying my ability to get the glasses quickly by 2 days. They also lied about what was happening… It’s odd — the first thing that the sales associates do is lie when dealing with customers instead of simply copping to the truth and apologizing… I will never do business with these people again, and I would suggest that ALL native people avoid using this establishment… it’s clear that they do not value the extra business that comes from treating customers fairly, honestly and decently…. I will make one exception to my comments. The ONE part of the process that I actually found was worthwhile was the actual eye exam with the Doctor…. He was competent, professional and decent. It’s a shame that he works for such a shoddy outfit.
September 4th, 2011 at 11:52 pm
July 2010 I purchased one pair of glasses at the Wonderland store in London, Ontario last year. Cost over $1000 dollars. The girl that helped me with was great and good customer service. After I ordered my glasses I didn’t hear back and called in to find out that the girl that helped me was no longer with the company.
At first they couldn’t find my order and the new girl was abrupt, rude and rushed me out, about a week later they found my new glasses, for the first few weeks I felt disorientated and had a headache I returned to the store to find my perscription was off, the lenses were warped. So they reordered them and for the next few months they seemed ok but had to return several times for tightening and adjusting meeting a new person each time.
Approx. the next January I was sitting next to my daughter and kept adjusting my glasses and she took a closer look to find out one of the screws was missing on the side. And the glasses were scratched.
i took them back to Wonderland Store to find a new set of people very nice lady said she just bought the store and was more than delighted to help me, as glasses were still under warranty she checked my glasses and stated she would reorder a whole new pair.
I received the new glasses, Unfortunately they dont fit right and I am adjusting these glasses all the time. They are loose and its outside the year since I purchased them. Funny thing I mention this to my daughter who took closer look at glasses and noted scratches on glasses in same place (not sure if its me or just the frames were replaced). The most annoying thing since they were replace is the nose rest the one on my left side I can see it all the time. Its like looking over a white smudge.
I thought alot about going back to store but thought I would write to head office and ask advice of what I should do. I paid alot for these glasses and I feel glasses should last more than a year.
When I returned to the store I found out yet again the person who claimed to purchase the store was let go as she was only an employee. And had replaced my glasses with the same pair she never placed another order.
I have constantly asked for money back, complained to head office and they dont care they got my money and now ignore me.
DO NOT BUY GLASSES FROM IRIS
October 24th, 2011 at 2:13 am
Thank you so much for these comments. I am going to school to become an Optician in the fall, and I wanted to look online to investigate which companies would be the best to work for. I know I wouldn’t be passionate helping costumers at IRIS if I was cheating them in some way, only concerned with making profits even if it means hurting people.
I would appreciate it if anyone knows about other companies like Costco for instance, that are good optical alternative locations to work at.
October 24th, 2011 at 5:43 pm
I just purchased TWO pair of glasses from Iris. They were going to cost $2300+ tax. after checking about the competition would build the same for less than $1000 but using inhouse lense brand..go figure
April 9th, 2012 at 7:17 pm
Why are you people not shopping online?
Step 1. get your prescription from Iris. I have never had a problem getting my Rx in person from an Iris store. If one store won’t give it to you, go to a different store, they have a networked database that can be accessed by any store.
Step 2. Order frames and lenses at clearly.ca. I paid less than 100 dollars total. I am going to order Rx sunglasses from there soon too.
Step 3. Watch the CBC Marketplace documentary about this very subject on cbc.ca
May 12th, 2012 at 10:04 pm
IRIS has the worst customer service ever! (IRIS in Richmond Centre, BC)
I just wish I was able to see that before I paid for my service there! All they cared about was making money instead of caring about customer retention at all.
I just got my first contact lens fitting there and I can tell from the first trial pair that they didn’t care at all that I haven’t found a comfortable lenses and just wanted me to buy them right away. I have to literally push them to get more trials (which is the purpose of paying for a contact lens fitting in the first place).
The fitter was 30min late for appointment and the receptionist was very rude and said “you can always reschedule your appointment and come back another time”. Nobody including the late fitter & optometrist there was apologetic in anyway (A basic ‘Sorry for your wait’ was not received).
Walked away w/o finding the correct lenses after all
August 1st, 2012 at 12:23 pm
I am struggling with IRIS right now. They just can’t seem to get it right. They are trying but I don’t think their people are that knowledgeable and all they seem programmed to do it up-sell to next level of glasses.
They were the only place where I could get the frames that I wanted so I went with them. The first women I dealt with, at Hillside mall was so pushy (and had listening problems), I didn’t feel comfortable dealing with her. I ended up at another location. Now I’m on my third set of lenses and it’s still not right and all they can do is tell me to go into the next level of lenses for an additional $350. I don’t think so! If I’m this annoyed already, I would be furious if I paid the extra and they still couldn’t get it right. I need progressives but the ranges seem screwed-up and I have to move my head all over to see stuff and I have no peripheral vision. Just a big disappointment. I’m thinking I’m just going to have to deal with it until my insurance will chip in for another set again. Then I will go somewhere other than IRIS.
August 8th, 2012 at 2:45 pm
I didn’t even get as far as the eye exam at Iris in Olds Alberta. I realized that something was wrong early on in the appointment, when the receptionist didn’t know how to do the billing, as I’m on disibility. Then her family piled in and she proceeded to play with the kids. I not only needed a routine exam but one for diabetes as well and when I had asked, I was told to let the optometrist know of which I did when I finally got into the exam room. She then told me that she couldn’t do a routine exam but would do the diabetes exam, when before I had also been told that they couldn’t bill me for both exams in one day. I asked about that and was told not to worry about it when I left. I haven’t been that angry in a long time and will never go back. i have a feeling since they finally authorized one exam, that they kept the governments’ money and I lost my one appointment that I get per year paid…bloody thieves
November 27th, 2015 at 8:30 pm
I want to let you know i am disgusted with the customer service of this company. Until I left and went to Image Optometry did I know that I was paying approximately 10X (yes 10 times!) for products that weren’t even brand name like at Image. I have been a client for about 10 yrs now. Myself and my 3 kids have always bought our glasses here. My 4 yr old got his first pair about 3 months ago and the glasses have been garbage. I have been in 7 times for adjustments. And now since they won’t stay on his face there are scratches on one lens. Today I came in and asked for a new pair and the sales person refused to exchange to a new set after I complained about having to come in every other week. These frames are terrible but according to her it is policy. After 10 yrs and 4 of us coming I am disappointed to let you know I will not be coming back again. I was very comfortable with your store until this. And I am going to tell my extended family and friends on Facebook and Twitter that a company such as yours wasn’t willing to replace a pair of children’s glasses for an unhappy customer.