New Westminster Optometry Clinic - New Westminster, British Columbia

Angel C.

Our family has been customers of this eyewear store for years. Their service has generally been good, and the staff have always been polite and pleasant — something I genuinely appreciated.

This is actually the first time I’ve ever felt the need to give feedback, because I had an experience that left me quite disappointed.

I got a pair of glasses from them that felt uncomfortable from the start. I went back three times, and almost every staff member helped adjust them. Everyone was kind and tried their best, but the glasses were still not right. During my last visit just very recently, a staff member told me, “Everyone’s face is asymmetrical, so it’s difficult to adjust perfectly.” While I understand the general idea, this isn’t my first pair of glasses — I’ve worn glasses for many years, and my previous optician never said anything like that or had these issues. It honestly felt a bit unprofessional and dismissive.

It made me wonder whether more technical training might be helpful when dealing with more precise adjustments.

I first tried to leave feedback through their survey link, but it didn’t work. So I sent an email using the contact address on their website — I mentioned the broken link and shared my experience. It’s been three weeks now, and I’ve received no response at all.

On top of that, I never received any notification about the contact lenses I had ordered.

In the end, the reason I’m writing this Google review is because I gave them the chance to respond — but they never did. That silence is what ultimately made me feel disappointed enough to write publicly. I’ve decided not to return to this store.

This review isn’t written out of anger — I still appreciate the staff’s polite manner. But as a long-time customer, I feel it’s important to be honest and hope the business reflects and improves from this feedback.

***follow up previous review ***

At first, I was quite disappointed with my experience getting new glasses, and honestly felt a bit helpless about the situation. However, I was truly touched when the store manager, Kal, personally reached out to me via email. She sincerely expressed concern and genuinely hoped to make things right.

Kal welcomed me in person and patiently explained that the delay in handling my case was due to the optometrist being away on a trip. She not only apologized on behalf of the team but also went above and beyond by offering me a brand-new pair of glasses with a complimentary lens upgrade—something I truly did not expect.

Throughout the entire process, Kal was extremely attentive. She carefully explained why my previous frame was difficult to adjust and personally helped me choose a new frame that would suit me better. Her professional eye for aesthetics and thoughtful suggestions—especially regarding matching frame colors with my skin tone—made me feel both comfortable and respected.

About three weeks later, I received my new glasses. After wearing them for about a week, Kal kindly followed up again to check how I was adjusting. That level of care and thoughtful service meant a lot to me.

From an initially unpleasant experience to one filled with gratitude, I sincerely want to thank Kal and her team. Their sincerity, professionalism, and warmth restored my trust in the store, and I would be happy to return as a customer in the future.

Brigitte D.

I had an excellent experience at New Westminster Optometry Clinic! Dr. J. Thom and the team were professional, friendly, and accommodating. The entire process was smooth and efficient. Dr. Thom goes above and beyond to thoroughly address every aspect of eye health. Their thoughtful recommendations made selecting the perfect frames easier. I felt well cared for and appreciated their attention to detail. I highly recommend this clinic to anyone seeking outstanding eye care. Thank you, Dr. Thom and team!

Stephen C. O.

Recommended. Staff were fantastic, testing was a breeze, and the glasses selection met my needs. Appreciated the time and explanations I was given by the optometrist. Easy to get to from Skytrain.

Kristi N.

Once thought this place was the best ever but over the years they purchased more and more top end diagnostic equip and became so aggressive + with them having automatically rebooking patient it became very expensive. The cost was so high because of all the additional fees for extra procedures that I need to go elsewhere. I did and saved over $80 on one appointment. The new place I am going to also said I only need to go 1/2 as frequently!!! Good places done see patients as $$$$$ only.

Gökhan S.

I had an eye exam last week as part of my pilot medical check-up, and I want to extend a big thank you to Dr. Lee and Mr. Hammad. All of my tests were completed smoothly and successfully. They were both incredibly polite and attentive. The equipment was very modern and comfortable. Hammad explained each step of the process clearly and made sure everything went smoothly. Overall, it was a great experience. Thank you!

Nafia R. N.

All the doctors and people at this clinic are extremely nice and kind. Doctor Lee and Doctor Stefanovic are so professional and helpful. Definitely they are the best.

Luna V.

Doctors are great. Just not front staff. They are rude and sarcastic. As well I don’t recommend to work there management is not great!

Mel B.

Yesterday was my first time at an Optometry clinic in over 20 years. The staff was very friendly and helpful and Dr. Thom was incredibly thorough and kind. The staff made me feel at ease when I was a bit panicked and handled my nerves with understanding and empathy. It was a good experience overall and I will return.