Reviews of Custom Lens Xpress (Optics Shop)

Eric

The customer service was phenomenon, my sister and I were able to get our glasses very fast and the people there was super helpful and nice. This is the best place to get your glasses 100%.

Claudia Rocco

I have been going to custom lens express for 8+ years. I have gotten so many people to switch over to them and they have never been disappointed. The owners along with the staff have always been so helpful and they have the best prices on glasses/ contacts. I took my dad for an eye test today and saw all the measures they were taking to keep the place clean and safe from covid 19. We were impressed as always.

gord whalen

Gave me incorrect prescrition .Left glasses for 5 weeks in office ,and never corrected prescription .Ended up having WALMART change the lenses .Cost me $260.00 more . My brand new glasses cost $520.00 and honestly left me feeling like it was my fault. Never returned phone calls and I actually had to go back 4 times. HORRRIBLE EXPERIENCE.

Terry Proveau

Dawn and DJ are great. We have bought our families glasses from them for at least 10 years or more. Always great value, lots of frames to choose from and excellent service and warranty if anything is not right. Highlt recommended!

Robert Renaud

We have been dealing with Custom Lens Express since they opened 14-15 years ago and have been throroughly satisfied with each and every pair of glasses we've bought. Their selection and above-and-beyond personal service have us coming back year after year.

A Stockwell

Visited for the first time last week and I will return every time I need glasses or contacts. Great selection of eye glasses, exceptional and extremely quick customer service, friendly staff, Thank you, Thank you!

Susan Fluellon

Walked in at the end of the year, which is their busiest time, and had my glasses the very next day. Great service.

Eryn Valin

Great place and a great selection! Have gone here a few times and have left satisfied every time!

Malcolm Sanderson

Extremely disappointed in the customer service displayed at this business. I purchased glasses here 4 months ago, and they double billed my insurance coverage (my plan and my attached family member) After multiple emails and calls to this business and 4 months passing, it is still not resolved and my family member is still unable to get glasses for themselves elsewhere due to being falsely billed. Every attempt to bring this to the business owners attention was met with a dismissive attitude and the clear inability or care to resolve their mistake. Get your glasses elsewhere.

Phil Cheevers

They did not honor warranty when lenses kept falling out. I was a regular customer but with the new management, I will go elsewhere and encourage others to do so as well.

Trina

Ive been going here for my glasses and contact lenses for over 3 years now. Amazing service, incredible product and prices !!

Katrina Fewster

WOW! Never had such a great experience finding my glasses. The team at custom lenses was incredibly helpful and focused on the importance of my vision over making a sale. BUT make a sale they did as well as a lifetime custom for my family and I. I Couldn't imagine buying my glasses anywhere else, GREAT JOB! Keep up the good work! Edit: Love this pair better than the last, great suggestion! My dog ate my glasses twice and they repaired or replaced them in less than 30 min wait time!! So quick and friendly, YAY I can see again ❤️

DarkLady Panther

We came in today to replace my child's lost glasses. We had the absolute best experience. Everyone that works there is very friendly, knowledgeable and really goes above and beyond for their customers! My child had glasses within an hour which was amazing! Thankyou! 10/10 recommend!

Jim Beattie

They send your glasses to a mail order place coatings are garbage with normal cleaning.

Jaz Belleville

The best service I've ever ever had! An AMAZING selection of all kinds of glasses, sunglasses and safety glasses! DJ is a super sweet guy and always works with you for the best fit and price!

T. S.

I have been going here for 2 years now, and each time I go I recieve outstanding customer service. I was able to get an updated eye exam that also checked for any signs of glaucoma, as well as friendly help and advice when choosing frames for my new glasses. I did the 3-for-1. I got an eye exam, a new pair of designer frames, and a year supply of prescription conctacts (with solution and new contact case) all for just over 400 bucks. Of course I just HAD to choose the 275 dollar frames hahaha. I highly recommend this place. The place is owned by a family, who is very genuine, and down to earth and honest. They all gave their opinions on a few frames I tried on, stating whether the frame was too heavy, too thick, didn't look right, etc. I tried on a few pairs and soon found perfect ones!! I love them!!! The staff is friendly, patient and kind, they know all about bifocal glasses,and even assisted my mother with discussing her vision problems, as well as new lense types they have now for bifocal lenses. I highly recommend going here, especially for the kind service you get everytime. The environment is clean, organized, well lit, and they have walls of different frames and styles, so you will definitely find something you like! Tips" If you're on a specific budget, ask the staff what frames are in your price range, as they will assist you and give you feedback on the best selection. If you need an eye exam, book ahead (call in) and allow time to be set aside for you so you're guaranteed a spot, as they do get busy. If you don't know what you're looking for, ask the staff! they can recommend frames / styles / shapes that are best suited to your facial structure, and will gladly be of help. Overall, 5/5 stars! I will be retuning here in a few years when I need an updated prescription and new glasses!

Sandy P

I was recommended this place by my fiancé, he raved about them and had been using them for years. I tried them out and the staff are friendly but the quality of the products are sub par. I bought sunglasses that were supposed to be designer and I paid extra for them to be polarized. The coating started to peel off within weeks of receiving them. I would have thought for the price the polarization process would have been embedded in the lense. I’ve had dollar store polarized sunglasses that didn’t peel. Now in fairness I never mentioned this to them because I was moving, so I’m not sure if they would have rectified the issue. I have bought 3 pairs of glasses from them and 2 seemed to be alright. I won’t be using them again or recommending them anymore because I simply don’t feel the quality is there. I should have known that 3 pairs for the price of one is too good a deal so something has to give - my guess, the quality. Buyer Beware!

hedface may

Rylee is excellent. I have bought three pairs of glasses here.

Jenn Ritchie

Had a great experience. DJ and staff are Very friendly and helpful. My entire family left with glasses and sunglasses. All very happy and prices are great. Drug plans accepted.

Gary Petit-Frere

Very fast efficient service

tiea rudyk

Let me just start out by saying how amazing my experience was from start to finish. I called and they where able to get me and my family appointments that worked around my working hours. They where great from the moment we walked in. As my husband was getting his eye exam I was able to browse through the LARGE selection of glasses. Their staff was close by to answer questions and give advice, but not to close that I felt they where trying to pressure me into something that I maybe didn't want. When it came time have my own eye exam the eye Dr. was great she was able to answer all of my questions and was able to decrease the concern I had from previous visits with other eye Drs. They made the process so easy and so fast. They quoted me a week turn around time and it was actually less than that. I was able to pick up my families glasses and they went over each pair to ensure they fit and everything. My glasses where better than I expected. I LOVED each pair and they where better than when I had originally picked them out. I am going to go back because I noticed a screw was loose on my one pair of frames but I am positive it wont be an issue as nothing else has been. They where fantastic and I cant wait to go back when I am ready for new glasses. I have now sent 2 friends down and I hope their experiences are as good as mine was. Looking forward to coming back! I highly recommend heading down for your glasses needs.

Natalie Radovanovic

My first experience at Custom Lens Xpress was excellent, exceptional customer service and highly recommend! I went in for an eye exam and new pair of glasses and I am very happy with my overall experience and the product!

Damiano D

Staff was super friendly and helpful. I broke my glasses and needed a new pair asap. They seemed fairly busy but the staff seemed dedicated to helping me out and were able to get a pair made within an hour for me. Great service

Jessica Cyr

They have a great selection available, and such wonderful service. I live in Niagara Falls, and still choose to go back. A very welcome and friendly environment.

Chiedu Natasha

I have been waiting for 2wks to get feedback on the price of my glasses. I went there and picked out frames two weeks ago and have not received any feedback. You can't even get a hold of anyone at the store when you call. Also, when you leave messages no one returns your call. I went back into the store and they were very apologetic towards there new telephone system and since then, they have fixed there system and you can now reach them via phone. Also, they apologized for the lack of communication. I accepted their apology and now I'm hoping to continue to receive great customer service for the duration of the wearing of the glasses. Really great frames just picked them up today. Owners were very kind and professional. I will definitely go back.

Shari Hill

Horrible customer service and lack of professionalism dealings with customers....

Hannah Upham

Staff were super friendly and helpful! Got my eye exam and new glasses within 3 hours!! Never had service that quick and awesome.

D Cap

Top notch service!! Great glasses

Jenna Wade

Never again! If you like to waste your time getting the run around and making repeated visits to the store then this is the place for you...I heard horror stories about this place but still tried it because it was in a convenient location. Even went back after a not so great service experience last year. It's a family run business and despite the ridiculous unorganization of the place overall, the son and mother are friendly and kind, which is why I even gave it a second chance....the husband (or one who actually owns the place as he will tell you) is one of the biggest pompous jerks I have ever dealt with in customer service (keeping in character, I'm sure he will have a smart comment to this review as to how each issue is mine)...just because insurance is paying for the product, doesn't mean the customer deserves to be treated like they are getting something for free and are in the way of that final check...everyone I know has had issues at this place...EVERYONE! Do yourself a favour and go to one of the many other places in the city...

david jones

My wife and I are new to Niagara and was pleasently surprised by their service. They booked us an eye exam on site made our glasses within an hour and even sent us home with a Halloween treat of chocolate glasses. They did our insurance billing for us. We will be back!

J Q Concepts

Wonderful service and great selection of frames we found here. Riley is really pleasant to work with and is knowledgeable and his assistance is invaluable. We have recommended friends and family to give this company a try. Single vision lenses are done in-house so very expedient. Progressive lenses are a great price. We will be coming back for sure.

Murray Miles

This has been, without a doubt, the most frustrating retail experience I've ever had. I went to the store on July 16 with my prescription and selected a frame. I was told that the glasses would be ready in circa two weeks, at which point I would receive a call. When there was no call after three weeks, I 'phoned the store. (It's not easy to get through to a person. Most of the time there is an answering machine. Seldom does anybody call back.) In any case, I did get through finally and was told that the glasses had come in but had been sent back to the lab because the lenses were the wrong size. (I was not told that the lenses that came in were a standard size and were cut to the wrong size on the premises. That only came out later.) I waited another two weeks and finally got a call that the glasses had come in. I went to the store only to discover that the lenses had again (!) been cut to the wrong size despite clear instructions regarding the correct dimensions. Two more weeks passed. When the new lenses came in (it had now been six weeks since I'd placed my order), I was invited to come to the store with my present glasses to make sure that, this time, the lenses were cut to the right size. I did so (although I don't really have time for this sort of thing) and received a call the next day that the glasses were ready. When I went to the store and tried them, I found that they were defective. I wear progressive lenses, and with the new glasses I had to turn my head a little to the side to bring fine print into focus. Someone had somehow bungled the prescription. (I suspect they deal with a low-cost lab that is unreliable.) They offered to try again, but at that point I was so fed up that I insisted that the payment of my insurer (which, unbeknownst to me, they had received at the time I placed the order) be reversed so I could go and order glasses elsewhere. That's what I intend to do now. It was a mistake to try a new service provider when I'd always had such a good experience with my old one. The price was lower than what I've paid in the past, and now I think I understand why. But the customer service aspect of this experience was the worst part. It's hard to through to a person in the store. Promises to call and update you are broken. (I don't want to name the individual I dealt with. I only hope the other sales people are more reliable.) They did, however, reverse the charges to my insurer, as promised, so I can now go to another store. (But they didn't call me to tell me they had done so, despite promising.) Ah, well. Chalk it up to experience!

Jess M

Very disappointed in the level of service from Custom Lens Xpress as of recently. They used to be the best in the business. Not anymore, it seems. been going here for over 10 years and the owner/staff were always very welcoming and customer-focused. Those days are over as I called & emailed numerous times to pick up my glasses and they went unanswered. When I finally picked up, the owner (male) rudely told me that I should have dropped off both sets of my glasses at once, even though I needed one pair for work. I cannot work 12-hour shifts without glasses. He continued to argue with me even after I explained that I need one pair so I could not leave both pairs. Not only did I have to chase them to pick up my glasses, but they also forgot the blue light blocker for them, which I paid extra for. I work on a computer 12-hours a day and no blue light blocker. I get that businesses are struggling during COVID times but that's not an excuse for poor service and rudeness to customers. As stated by another person on Facebook reviews, it is a family business and the wife & son are both fantastic. The husband seems to be very arrogant and rude for some unknown reason. The business has been successful for many years because of the wife and son. Would be a shame for the crochety husband to come in and ruin the once-thriving business!

Keith W

This is my second time buying glasses here service has been great and staff is always willing to help. Would recommend buying glasses here.

Danielle Knox

We had such a pleasant shopping experience here, A quaint family owned and operated business nestled right in the heart of Ridley square. Knowledgeable professional optometrists that are kind and calm and make one feel at ease. People that are very kind, trustworthy, knowledgeable and understanding it is rare to find and professionally exceptional. Highest regards

Dana Brown

This place is GREAT! They have so many options and the staff are so helpful and accommodating. Tons of options for every budget and great deals! Would recommend to anyone!

Gitu Dave

Highly recommended. Custom Lens Xpress always does a great job, with awesome customer service and friendly attitude.

john Smith

BEST place for glasses by far!!! If you ever need an eye exam they fit you in same week which is super convenient. Also the service is by far the best part, make sure you ask for Rylee. He is always smiling, in a good mood, and is very reasonable and honest. He is the only person I will buy glasses from. You guys have a customer for life!!

Lynn Kenney

Custom Lens is a great place to purchase your eyeglasses from. They offer a large variety of frames. Their customer service is exceptional! The shop is set to high standards to protect you against Covid. You will not be disappointed with this great business.

Marina Marr

Had the most amazing experience at Custom Lens Express. I was treated very well by all the employees. They went above and beyond to make sure all my needs were met. The glasses I purchased are just perfect for my face . Thank you for a wonderful customer experience where we do matter.

Carlos Carvalho

Wow made appointment for sat 1030am for wife daughter and myself had it written down after talking to young guy on the phone there to only show up after getting up after late night and driving 30 minutes to be told we were not booked I was so mad very bad customer service lost are business ????????

JO-ANN Schwartz

These people are fantastic. They helped me out when I broke my frames, excellent service. We will always use them for glasses and eye exams .

Olena David

I've been coming here for years now mostly for contacts, but this year I've switched over to glasses. There are lots of styles to choose from. I'm very happy with my choice.The staff are super friendly and always helpful and caring. I've brought both my children ( 8 and 11) in for eye exams yearly and they both had a great experiences. I would recommend custom lens express to anybody.

Mandi Skura

Best service I've ever had for glasses. My husband and I were both able to get glasses and sunglasses for a great price. They are so friendly and knowledgeable. We won't go anywhere else for glasses.

Christopher Bruchmann

Everybody at Custom Lens Xpress is helpful and very friendly. I couldn't be happier with my experience with them. First rate service!!!!

Jo-Ann Del Duca

The staff is amazing. I highly recommend this place for ALL your glasses needs.

D Mann

Excellent price! Excellent service! Turnaround time was a little longer than expected but well worth the price! Same quality lens at an affordable price (compared to other stores in St. Catharines). Would highly recommend. Staff was polite and friendly. Very Covid concious compared to most stores. They cut new lenses into my frames in just a few minutes.

Syd Morse

Extremely professional and attentative customer service. They have a genuine care and understanding of their customers. Prices are far below larger chain retailers and still maintain quality products and prompt, efficient service, to say the least. They took us in after store had closed, allowed my daughter to take her time to find her perfect glasses all the while as they help and guided her choice. Did not make her wait for her new glasses as he had them ready before we had even left. And knowing we had no benefit coverage, guided and helped us with covering the cost through selection process. Really made my 8 year old feel special and excited about her new and first pair of glasses and added the extra lttle things to help ease the transition into new glasses for her.. truly an amazing business and real genuine customer service.

Audrey Baskin

Have gone back 5 times with lens falling out, Still waiting to get them back again

S Martin

My experience was Very expensive at this store !!

Laura Cicchino

Terrible Customer Service I purchased glasses from here and had an overall good experience, so I decided to look into getting contacts. I talked to DJ in person about them and he said to email in my prescription. I've sent at least 8 emails, called multiple times, talked to at least 3 different people and have yet to hear back about ordering a sample pair of contacts. Terrible service. I will not be going back and I'll most definitely be taking my business elsewhere.

Jenine Williston

Amazing service! They take good care of their customers and stand behind their product. I recommend this company to Anyone. Also they have a great selection:)

Jason Guay

I have been going here for years. They are always professional and accommodating with a large selection of glasses. Jennifer, Olivia, and Madison all agree this is are go to place for glasses. Thanks!