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.

Charles and Jeff were so helpful and quick to fit my compression socks! Wish I would have gotten them sooner. Very professional and easy to deal with. Will be back for sure!

My daughter and I had an excellent experience at Burnaby Orthopaedic. Charles, the pedorthist, assisted us with fitting my daughter with a custom knee brace following an injury to her PCL. I really appreciated that he provided us with education about the injury, comprehensive info about the function of the brace, and assistance with making an insurance claim. I think Charles gave me a better understanding about my daughter’s injury than our physio and our orthopaedic specialist combined! Charles was professional, friendly and courteous. If I could give a rating higher than 5 stars, I wouldn’t hesitate! Thanks Charles!

I limped in after injuring my knee. My doctor had suggested getting a brace. I had no idea what I was looking for. Charles had some time between appointments. He took his time to understand the injury, he took some measurements and got me set up with the brace I needed. Highly recommended! Don't gamble, see a professional.

I have very hard to fit feet. Jeff worked with me patiently and persistently until we found the specialized footwear that met all my needs. I would recommend him and this place in a heartbeat.

I tore my achilles and was prescribed an aircast boot for recovery. I went to another location to purchase the item and was in alot of pain trying to fit it at home. I called right before closing and spoke with Jeff at Burnaby Orthopaedic & Mastectomy who was so kind & professional, and invited me into the location to help fit the boot. I was worried I wouldn't make it in before closing, but Jeff was generous enough to wait in case I was late. Jeff was very gentle and informative when fitting the boot and now I am on my road to recovery thanks to him. I wish I had gone to this business first, but now I know for the future!

The service I received was exceptionally fantastic. I was visiting (from another province) my daughter in Burnaby and I left my aircast boot at home because both myself and my physiotherapist back home thought my foot was okay to be out of the boot. After walking around for several days it became apparent that I needed to be back in the boot.This company was able to supply it for me and even to deliver it to me because I had no way of getting to them and my daughter couldn’t get to them either because of her work hours. I applaud the compassion that drives this company forward. Thank you so very much!

Charles went above the call of duty by taking time from his lunch break to assist my friend in the adjustment of the knee brace. His professionalism and patience in explaining how to remove and put on the knee brace properly was not only informative but very much appreciated. At the same time, even though I have not worn my knee brace for several years, Charles re-adjusted my brace to fit properly since I required the brace for current activities. The brace fitted perfectly following the readjustment. We are grateful to Charles for his thoughtfulness and attention given to us.Linda

Charles was very professional to help me. Answered all my questions and gave me information about how to use my benefits.

I’ve used Burnaby Orthopaedic and Mastectomy for a cast upgrade that has helped speed up my recovery dramatically. Due to favouring my left leg, my previously injured right leg was beginning to suffer a lot. Jeff, my favourite pro there, got me set up with an off-loading knee brace that has allowed me to keep weight off my left leg and keep healing at a quick pace. I honestly cannot express how impressed I am with the knowledge, quick helpful service and consideration I enjoyed there. It’s nice to know that some people are still doing things right. They also helped my wife with some gear for a shoulder problem.I can recommend Burnaby O&M 100% with a clear conscience and after dealing with them, I know you will as well.