This is a long story. TL,DR: worst customer-service experience of my life, and I wish I had never set foot in the place. My wife and I both needed new prescription eyewear, and we each wanted regular glasses and sunglasses, so 2 pairs each. We got our eye exams done and started browsing in May. My wife was repeatedly told that rimless frames were not strong enough, given we have an active toddler and the glasses might get bumped or jostled. We wandered into Hakim in Carlingwood, and they have a set of rimless that they said would hold up to the rigors of parenting. My wife loved them and said, “This is where we are buying our glasses.” She picked her sunglasses with their assistance and I set about looking for frames for myself. The selection for men was “meh” at best, but I settled on frames because my wife was so ecstatic. We were required to pay the entire $1498 cost up front, which we paid in cash. 3 or 4 days later, they called to say that the sunglasses she picked will not work with her prescription, so we went back in to find another frame. They explained why the first frame would not work with her prescription, then recommended a couple different choices – she chose one of their recommendations. 5 or 6 days later, we got another phone call – the sunglasses will not work with her prescription, again. Meanwhile, my glasses had arrived by this time, no problems. We spent almost 2 hours in the store, with our toddler, going through every set of frames they had. We had the head optometrist giving approval (or not) for each set of frames so we could be certain that the prescription will work. We finally settled on the frames, and placed the order. The glasses came in within a few days, and she was very happy to have this episode behind us. But wait, there is more ….. On our way out of the parking lot, she noticed that one of the rhinestones in the frames for her regular glasses was missing. So, we went back in, expecting that some glue and a new rhinestone were in order. Oh no ….. despite the fact that the frames have a 1 year warranty, that does not cover the rhinestones. Since we had barely left the store, they would order another frame and it would take a week for it to arrive. When it arrived, they had also found a similar frame in a different colour and showed that to my wife. Both were defective and suggested that she order a new set, WITH A DIFFERENT SET OF FRAMES. And, they refused to refund our money so we could go elsewhere. So, to clarify, the ONLY reason we bought here in the first place was because they had a set of rimless frames that my wife wanted, now she can’t have them. Further, neither the first choice nor the second choice for the sunglasses will work either. So, now we had to work on finding yet another set of frames. By this time, nearly 4 weeks has passed. She found another set of frames, got them approved by the optometrist so that they would fit her prescription, and placed the order. Now, one would think that, given the history of this order, that a RUSH would be placed on this order. Oh no. No. Over a week later, we called to inquire, and we were told that the lab was, that very minute, drilling the lenses to fit the frame, then they would be POPPED IN THE MAIL to arrive within a couple days. “They should be in the store by Weds or Thurs.” Thursday arrived, we called. Oh no. No. The glasses weren’t done yet. And given that Labour Day weekend is here, we likely won’t have them in the store until next Tuesday. Coincidentally, as I write this review, it is “next Tuesday.” Guess what?? You guessed it …..THE *** GLASSES STILL HAVE NOT LEFT THE LAB. July 21 is when Hakim Optical was given $1498. Today is September 4, and my wife is still waiting for her glasses. But wait, there is more …. During one of our previous visits, it was determined that the original set of frames for the sunglasses were about $28 more than the ones she finally settled on. There is a refund owing. When the sales clerk tried to give my wife the cash, the manager stopped the transaction, and said, “We will give her the money when the glasses are delivered.” They refused to give us the refund back in the method we paid, insisting it be on a debit or credit card. Remember we paid cash. My wife asked for the district or regional manager to call and we are still waiting. My advice: DO NOT, UNDER ANY CIRCUMSTANCES, BUY GLASSES FROM HAKIM OPTICAL. I have spent decades in sales, and customer service is my strength. Furthermore, I understand that issues arise that are beyond your control that impact the level of customer service you can reasonably offer. None of this falls in that category. They failed at every step of the way. Once they got our money, they no longer had any reason to want to deal with us. I am convinced that the fact that my glasses arrived on time was due to pure luck rather than any good management on their part.