No exaggeration, WORST CUSTOMER SERVICE EVER. I took a watch to get the battery replaced; instead one of the pins from the wristband was dropped by the staff. It took over 6 weeks of back and forth to get the missing part and repair the watch (which had to be redone because it came back misaligned the first time). I could have forgiven the delay if the staff had been more helpful, and if management had not been EXTREMELY RUDE. It's shocking, since this was all their mistake to begin with. I will never go to Key West again, and neither should you.

Horrible experience. Went in to simply get my battery watch replaced and the store clerk gave my watch to another customer. Trying to get my watch back or atleast a refund/replacement. Horrible experience so far.

LMAO! I left my watch there for a new battery and came back 4 hours later to find out that it hadn’t been done. The employee was texting on her phone and said the store had been to busy to follow through with my request. Changing a battery takes 30 SECONDS!!! I will never bring my business there again. You lose.

At first glace, the employee didn't seem to acknowledge my existence. I started browsing the ray-bans and eventually i asked questions. She came to help me pick out a pair of glasses. I eventually settled with the Polaroid aviator shades. She was very nice to me, exquisite selection.

The worst store ever. I gave them my watch to Key West Ottawa. They decided to close the store and did not open yet. After month of calling other branches, finally Rideau Centre Management helped me to get back my watch. However, they did not change the battery and they refused to give me a refund. I called the head-office several time, but the responsible is always absent. Please if you face similar problems, try to Report them to Ontario Customer protection service or any similar department. Hopefully one day they can do shutdown this dishonest company.

Good sales rep but horrible manager. I bought a watch, an Alfred Sung smart watch for $200 tax included got home and my girl had previously bought me a new Smart Watch as a surprise so I went back to get a refund but they said no refund only exchange then I saw another Lacoste watch which cost an extra $60+, the sales girl was willing to give me a 10% percent off but needed approval from the manager. She called the manager and explained the situation but he blankly said no that instead I buy a less expensive watch and the remaining Balance will be a store credit because they don’t do refund. As I’m writing this they still owe me $28+ as store credit. The manager is not fit to be a manager he should look for something else to do because very soon he will be closing up for bad customer service and retention. Note- the new watch I took wasn’t even working so I have to come back again to get the battery fixed! Not a good experience at all.

The managers customer service is terrible. Staff were friendly and helpful, but the manager was rude, dismissive and unapologetic. Also; their posted hours and the time the manager choses to open are not the same. I would not recommend at all.

While on a trip to Ontario, four of my watches batteries died while I was in Ottawa. I took them to the Key West shop in the Ottawa mall to have the batteries replaced. One watch was sent to Montreal because the sale rep couldn’t get the back of the watch on. I was told the watch would be sent to my home address as i live in NS. I was asked for my full address with postal code and phone number. Two weeks later I. received a phone call from the Manage saying the watch couldn’t be fixed and come to pick it up. I explain to him what I was told and if I knew this I wouldn’t of left my watch there. After a number of weeks of back and forth, he agreed to ship my watch to my address in NS, it been three weeks and no watch. I’ve called the store and left messages for him to call me with no luck. The manager was quite disrespectful and acted like he didn’t give a dam about the customer. The only thing I can do is file a police report for theft of the watch, contact consumer report and take them to court

Staff is not very polite. They couldn't change my watche's battery which is okay but they scratch my watch and refused to admit it. DO NOT GO THERE. (And it is expensive...)

Staff is very rude i asked about a rayban model he replied with everything they have is in front of you and was so busy in chating with his friend at a business hour not a good shop i recomment never go there buy somewhere elese they do not have good models which are latest all they have is a rude staff with big mouth

I bought two pairs of glasses from this place, one had a defect and I was told that they are going to contact me in a week max to come and have them replaced. Long story short, I had to go there 4 times, speak to 2 different managers and it took them a month. The employees are nice but after the point of purchase the customer service is horrible. I don't recommend this store at all.

good selection of eye ware and watches but some of the staff was rude and kept interrupting me when i was trying to refund some glasses.

You need a pair of glasses

I recently shared a review about my bad encounter with one their manager, I got a call back from another manager who resolved my issue. Thank you I appreciate that!

I'll be back.