Burnaby Orthopaedic and Mastectomy

Spoke to C and gave measurements to him for our compression socks. A while later, I find that our socks are falling down. He admits that he measured incorrectly, though doesn't take back all of the socks that were incorrectly measured. The reason behind this is because one of the pairs were worn. How do you know that the socks don't fit if you don't try them on? It's also a lot of trouble to keep going back and forth as their hours after work aren't the greatest - have flagged this up to them. I also called L to see if something else can be done and I don't hear back from him. Better customer experience is a recommendation and also better communication skills as I've had to follow up several times and it's been very time consuming. How can you make your experience easier for your customers? It's not been easy at all. One of their receptionists also gave out incorrect information which I had also flagged to let them know that it's important to give out accurate info. Their response to me wasn't customer centric. The person didn't give any alternatives even when I asked several times for options of who to escalate this to. They state in the reply that there are no returns/refunds, though how do you know that the socks will fit if you don't wear them? The response was that customers will know within 10 minutes of trying them on whether they will fit - which by the way, was not explained to us when we purchased the socks or in their receipt. That piece of info. suddenly came up without us being informed. The story on their end changes saying that they did not measure incorrectly even though they initially said that they did? Very confusing. It's not a great experience if you want to encourage customer loyalty and feedback. They have also taken a very long time to get back to me which is not a good experience.

I can’t thank these people enough. After a year of pain and mis-diagnosis, 30 minutes answering Charles’ questions produced almost instant relief with my new inserts. I highly recommend these people as they know what they’re talking about. Thanks again for such great service

Pam and her staff were very professional and helpful. They were able to fit my son with a shoulder brace within a week. Thanks Pam and Charles.

Great service & very professional. After a traumatic knee injury, I was having such issues being mobile & just wasn't able to take care of matters in my day-to-day life easily. The team at Burnaby Orthopaedic was able to help me get fitted for a right leg brace & it was a wonderful experience. It really helped me to be able to get back on track & living life to its fullest again!

They worked with me to make sure the insole fit properly and didn't just abandon or forget me after it was done. I appreciate how much they kept caring after it was done that it was perfect. Thank you.