Image Optometry

I like this place a lot. The girl in the counter remembers my name and greets me like I’m part of the family. Honestly I’ve had nothing but good memories of this place. From the customer service, to the quality designer brands and local brands, this place is sure to bring a smile on your face

I’ll give them two stars rather than one because I did like the eye doctor and did twice receive free glasses with an eye exam there years ago, but my wife did recently have an experience there similar to the other reviewer, that after the exam, she was told glasses for her prescription were not free, but an additional $ 300 because they said upgrading to high index lenses was the only option with her prescription (single vision, –8 power).
If you really want a FREE pair of glasses with your exam, you should go there knowing that:
— you should pick your glasses and ask the cost with the lenses, etc, BEFORE you pay for or have your exam. They will probably say it depends on your prescription, but you should have an idea of what that is unless you’re getting glasses for the first time. There are only certain frames that are free, and only low power prescriptions. It would be great if they put the policy in writing.
— I found out after that they have two websites where they sell glasses —
and
— they will show you the glasses2go website in the store, where the only option if you have a –8 power prescription is the $ 299 upgrade to 1.74 high index lenses. If you look at the same frames on the 38dollarglasses website, put in the same prescription, it will let you choose a $ 49 upgrade to 1.59 index lenses as well. Just know that 1.74 is not the only option out there for you with a higher power prescription. It might very well be the only option the retail store is willing to sell you though, and that is their prerogative I suppose, but I think it’s rather deceitful. It’s your prerogative to choose to purchase glasses and have your exam elsewhere then too.
— you’ll have to refuse any other coating, etc options they push, as any good salesperson would.
I hope the company makes their ‘free glasses’ policy and its restrictions clear by putting it in writing on their website and having staff explain it, and have you read and sign a copy of the policy and its restrictions _​before_​you pay for your exam. I would be happy to change this review to 5 stars if they do that.
PS — If you are coming to Unilocal after a bad experience there, email their headoffice right away. They resolved our recent issue to my satisfaction at least, but the whole situation could have easily been avoided.

I phoned to make an appointment and the woman who answered asked me what I needed and I explained I needed my eyes tested to get new contacts and new lenses in my frames.
She explained that I could come in for an eye test and to bring my glasses because the fee covered a free pair and I could opt to just have lenses put into my frames. I go for my appointment and get my eyes tested then I’m told my prescription isn’t covered under the free pair of glasses and my prescription is too high — wouldn’t the person answering the phone know the details behind the free pair of glasses? She certainly didn’t inform me that it was within a certain range that the free glasses were included. If she had I would have already known it was too high and would have not opt for it.
I also find out that my eye test I just got wont allow me to get contacts — its a separate fee, separate appointment. I was so annoyed by this time — so I have to pay more money to get another test? Never did she tell me this on the phone either! If I had known this I would have just got a test done for contacts since I wear them everyday. So now I’ve paid $ 89 for an eye test and I’ll have to pay more for my contact test and lenses then the actual contacts.
I have never had two separate tests done in order to get contacts and lenses. I’m beginning to wonder if this is just a way to get people to pay for another service. I will have to do some research on this now.
I decided to contact the company on their website and they sent me a nice terse message back saying that I obviously don’t value their doctors and that I can take my business elsewhere. I guess they don’t care about customer service and training their employees to give the correct information out to the public while making an appointment.
I feel ripped off and mislead by this company and completely disrespected as a paying customer on top of it all.
I’ve now read a few reviews on this company — including ones in the USA and it seems they don’t care about customer service. I certainly hope that if someone uses this company they ask a lot of questions and use this review to protect themselves against being mislead into their ‘free’ glasses offer.
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update: and their comment on my review was the exact email they sent back to me — awesome customer service. I will be going to the BBB now.
the company’s extremely professional ‘customer service” representative has brought my point home — ridiculing a customer’s intelligence is very professional indeed/​never did I want or ask for something for free/​if my review had been properly read you would have understood my complaint against the company’s business practices/​I explained what I needed to the person who answered the phone so that is how they knew what I needed from my appointment. I will be certain to let anyone know this company is a waste of money and energy and that their company’s representative is rude and an equal waste of time.