"I ordered my glasses and after waiting 2 weeks to recieve them, the focal point was off and needed to be returned to have it corrected. They said it would be a rush priority order but it still took 2 further weeks to arrive. I recieved the glasses and the focal point was ok this time.
After wearing for 1 week the tight arm became loose to the point of falling off so i went back to the store and was informed no one eoukd be able to help me as no one capable was in that day. The clerk told me I could go online to find a store in my town and they would fix it for me. I went online but that was not the truth. I needed to go back to the same store where I purchased them. So the following week I went back to where I purchased them and they tightened the arm for me.
I had to travel 45 minutes to get to this location so I asked her if this will happen again and her response was that it is common for the arms to come loose and that some customers come back every week or 2 to have them tightened.

Never have I had such a bad experience with my glass order. I asked if i could get a refund and they said no. Its not like i had these glasses for a longer time.
I would NEVER recommend Bonlook.

"

"Best experience with an optimetrist called Dede"

"Why do I need to wait 2 weeks for my glasses?
When I bought it, they said in 10 days it will be ready and you’ll call me. After 15 days, nothing, no emails, no calls and the lady said probably 15 workdays ( 3 weeks). If it won’t be ready next week I want my money back. "

"Simple.
They called me to let me know they lost my glasses but they refused to replace them due t reasons they only know.
Promised wait time you will need to keep your fingers crossed if they come close to it.
Avoid."

"I want to write this so people know about the good experiences with Bonlook! I was searching for oversized, prescription glasses with blue light blocking, and I couldn't find the style anywhere except for Bonlook (the Sonia). I saw all of the poor customer service reviews and was initially deterred, but I just loved the Sonia style so I decided to risk it.
My initial order arrived within a week, but unfortunately the glasses were the wrong style. I immediately emailed Bonlook customer service and they responded within 8 hours that they put in an expedited order for the correct glasses. I had the correct glasses within another week, and they are my favorite glasses I have EVER owned (and I've been wearing glasses since elementary school). They are at least the same quality as Warby Parker and the style is even better than I thought online. "

"lets make it easy
1 - found branch paid glasses in full
2- waited 4 weeks, had to call to find out the glasses were ready
3 - after 1 week, faulty glasses, need to be returned
4- 4 more weeks , a couple of emails .. always have to call to get updates .. lines are ALWAYS BUSY .. of course, they deal in ****.
5- called on the day i was to get my new glasses , i was told THEY WERE SENT BACK AGAIN - NO CALL - NO EMAIL - NO NOTICE
6- I had enough, wanted a refund , was told go to the branch
7- Getting excuses , they will refund me remotely. How ? It was a debit card
8- Had to call customer service, explain the sales guy everything above, and say GET ME MY F@#$NG REFUND NOW
9- Only because I am twice the size of the sales guy who was obviously REALLY NERVOUS .. did he pick up 3 phones and finally got "authorization"

results - Glasses from "Bonlook" .. ****
customer server : almost non-existant
Time spent - almost 3 months
"

"When ordering glasses online, customer service is essential. I live in a city where there is no "brick and mortar" BonLook store, so my only options are phone and email. Phone lines consistently have wait times over half an hour. And they don't respond to emails, other than to say they are looking into it or to suggest going into a store (even if there isn't one in the province where you live). I ordered glasses from BonLook, and after a month I decided I didn't like the colour. I was a day or two past the 30-day trial period. I asked if I could keep the same frame, but change to a different colour (so use the same lenses). They refused to budge at all, even when I offered to pay for the new frame (it's my lenses that are really expensive, the frames were relatively inexpensive). This is disappointing compared to other companies that offer a one-year return policy or just generally are more inclined to adjust the rules to keep customers satisfied and willing to continue doing business in the future.
Then, after another two months (I barely wore the glasses) I noticed a very bad scratch on the lens. This is unusual, as I've only worn them a couple times and kept them in a case. My other glasses I've had for almost three years and I'm much rougher with, and they haven't scratched like that (some small tiny surface scratches, very minor. But the BonLook glasses are hard to see through). I purchased the top of the line lenses with all the coatings and extra thin, so I sent an email 6 weeks ago (they guarantee their lenses for a year). Haven't heard anything. Zip. Nada.
I would NEVER purchase glasses online from this company again. If you can visit a store, sure. But as an online company, it's horrible. "

"My experience at Bonlook was amazing. The customer service was excellent in the stores. Aleni was an amazing rep. at the Sherway location.
The product is great. I got two pairs of stylish glasses for under $400. They even come in stylish boxes. Only negative was trying to call the stores b/c you have to go through a central calling station which doesn't work too well. Will definitely go back to get sunglasses and I highly recommend them."

"Terrible customer service - they processed my credit card order but there was a mistake in my order (I forgot to give them my photo for my pupilary distance measurement). After over a month without receiving anything other than an email in my junk mail, I finally found their email comm stating that I need to contact customer service. They take your $$$ but don't ever call/text to tell you your order is on hold? Wow. If I hadn't searched heavily, they would have just pocketed my money without ever rendering the service. NOT impressed and now terrified that the glasses I receive will be of poor quality (after reading all these reviews!). Ugg... 1607879 order number, Dec. 20 at 12:35AM purchase date. "

"I regret purchasing glasses from Bonlook and I will never purchase from them again. The quality of their frames is poor. Within 3 months of purchasing them, I needed to get them replaced. When the optician placed an order for new frames, it took a very long time to receive. How long does it take to ship a single set of frames to an individual store? Do not purchase from Bonlook, they may be cheaper, but you get what you pay for. They have a poor selection of frames, as well, compared to other eyeglass companies."

"" Been waiting over a month for one pair of glasses for my wife who cannot drive without them.. was told by the customer service Rep that there is nothing they can do the store can offer a $20.00 credit with her order. They had the pair of glasses at the Square one location and then were returned without my wife knowing anything that they were doing not even a phone call or email up until today we are still waiting. I think this is totally unfair as a customer to be waiting this long for a pair of glasses without being compensated for it a $20.00 refund is unacceptable worst service ever. Whatever you do go to a real store if you want glasses not this place"

"Don't waste your money buying these low quality products. The service is even worst than the glasses."

"As a careful American consumer, if I'm to purchase eyeglasses from Canada, I'll make sure I'm covered if I need to return. I bought glasses during a Black Friday promotion. Received them weeks later. They look TERRIBLE in comparison to the virtual try-on. I returned them & expect my full refund, which never arrived. I called, waited on hold for 25 mins, gave up. I got thru 2 days later, when a woman told me I only qualify for STORE CREDIT because it was a final sale. Which is total "

"Ordered 3 pairs of progressives. Waited almost a month, then got told 2/3 didn’t pass inspection and I had to wait another 2-4 weeks.. then got a weird refund with no explanation and I’m assuming no glasses either. Why is this company in business. Stay far far away. "

"Worst service! They make you pay the total in advance or else the glasses are not processed. They tell you 10 to 15 days . After 3 weeks still not delivered. You send emails , No response from them.

The WORST CO. to do business with for glasses. Pay a little more if you have to but DON'T GET THEM DONE BY BONLOOK"