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Monet Optique

Bayview Village Shopping Centre 2901 Bayview avenue, Toronto, Ontario, Canada, M2K 1E6

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Reviews Retail Optical Goods Monet Optique

Monet Optique Reviews (%countItem)

I purchased frames + lenses from Monet in 2016, after the frames breaking twice in 2017, Monet Optique by *** replaced the frames and in doing so put new, low quality, useless lenses in. I had recently changed the lenses to the highest quality lenses, but for some reason that I cannot explain, they decided to change my lenses. The lenses were SO horrible that they gave me SEVERE migraines, and my eyes have blood shot for the time that I have been forced to use them. I called Monet and discussed the matter with them, and they asked me to bring in the glasses. My daughter took them in and quite unfortunately, we were met with an EXTREMELY rude employee, who asked for "proof" that they weren't the same lenses, as if were are liars trying to scam them out of giving me free lenses. She threw the frames on the table and would not rectify the matter. There is no way to provide "proof" that they put in new lenses, except for the fact that prior to the replacement of the frames, I had incredible lenses that were a perfect fit and the prescription were perfect. Following the replacement, the lenses became EXTREMELY thick, I could not see with them at all, and I had major issues including migraines and blood shot eyes.I did not want any sort of compensation, simply to have the lenses I had back, but the employee was so incredible rude, disrespectful and dismissive that she did not even entertain that they had made an error.

Desired Outcome

I would like to be put back in the position I was in prior to my frames breaking and being replaced, and I would like to have lenses that are equal in quality to the lenses that for some reason Monet decided to discard. I do not want these low quality and cheap lenses, since they do not fulfill the purpose of having glasses - I cannot see well, and I am feeling the negative effects of reduced eye sight, a problem I did not have prior to the replacement of my glasses.

Monet Optique Response

The customer purchased the frame from us in January 2016. Between then and September 2017, as told to us by the customer, the customer's frame broke due to a defect but due to the urgency of the situation, was unable to return to our store and instead took it to another optical store that was closer to her. They were able to replace her frame under warranty. This is highly unorthodox, as the distributor of the frame company normally requires warranty issues to be resolved by the store it was initially purchased from. This complicates the matter, as we cannot account for what the other store may or may not have done with her lenses.

The customer returned to the store on September 22 to inform us that the frame had broken again due to the same defect. We replaced the frame for her promptly, inserting the lenses from her broken frame. The customer picked up her new frames with her previous lenses on October 4, but it was not until late October that the customer notified us that she was having difficulty with her vision. We asked her to come in with her glasses so we could inspect it.

The customer's daughter came in on October 30 with the glasses. After inspecting them, we found that the lenses in the frame were of a different material than what we had made for her originally, resulting in her lenses being thicker. We could not account for the origin of these lenses, but determined they were not the same lenses from her January 2016 order. The prescription was also different than the original lens we put in for her in 2016. The lenses were extremely thick and heavy. The lens we used in 2016 for her was of superior quality and precision. This only proved that we cannot be the one switch her lenses.

The daughter accused us of having changed or switched the lenses to something inferior and demanded that we replace the inferior lenses to what we had originally given her. We explained to her that as it was only the frame that was broken and the customer had not mentioned anything being wrong with her lenses, we had no reason or motive to alter/modify or otherwise replace the lenses as the customer claims. We are registered health care providers; our protocol requires us to maintain records of any and all lens orders or replacements. We have no records of replacing or remaking this customer's lenses past her initial January 2016 purchase. Furthermore, we do not stand to benefit or gain anything from replacing her lenses as it costs us money, time and labour to do so. Nor would we have any use for the lenses the customer claims we discarded, as each prescription lens is catered to each patient's unique prescription and measurements and would not work for any other customer. The lenses we inserted are the same lenses that were in her frame supplied by the other store. On principle we cannot supply new lenses to replace ones that clearly weren't provided by us, for free. We were not able to come to a resolution.

While it is disheartening that these accusations have been made, we have done our best to serve her in every capacity both from her previous purchases as well as this time. Even with the highly unusual decision to take her frames to another store for the first warranty replacement, we replaced her frame a second time in good faith, with no questions asked. Our goal is to create a positive rapport with our customers so that they may return to us in the future; replacing this customer's lenses with inferior ones works against our goals, standards and reputation.

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Address: Bayview Village Shopping Centre 2901 Bayview avenue, Toronto, Ontario, Canada, M2K 1E6

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