topic Re: Eye glasses from Costco in Community Chat

Eye glasses from Costco

lulu2 — Mon, 14 Aug 2017 00:15:33 GMT

This past week my ophthalmologist prescribed a mild prescription for TV/movie watching. His office sells eyeglasses but they are expensive. They have a habit of showing you only designer frames. Recently I read Costco was a good place to get glasses.

I took my prescription to one that is about 10-15 minutes from us. I told the girl I wasn't interested in anything fancy as they were not something I'd be wearing on a regular basis. She directed me to the frames that were under $75. (there was a great selection) I chose a navy pair, navy & white stripe arms, with no frame on the bottom. I was measured and given a (good) price and told they'd be ready in 10 days. (8/17)

Saturday (surprisingly) I received a call my glasses were ready. I didn't feel well so my husband said he'd pick them up as he needed to go to Costco.

You can imagine my surprise when I opened the case and saw a pair of heavy, black, designer glasses. (clearly my receipt stated the color and make of my glasses) So, I had to get myself dressed and back I went.

There were 2 ladies working, one was the one who waited on me last week. (she was busy) I told the other girl my husband had just picked these up and they were not mine. She looked at me as if I had a third eye, and said, "He picked them up today?" She wanted to know how I knew they were not mine? I showed her the frames I'd chosen and said the others were designer frames and a good deal more expensive. Then there was the problem I could not see a thing through them.

By now the other woman was free and came over and asked who'd dispensed these glasses? I told her I did not know. (but there were just 2 people working so you didn't need to be Sherlock Holmes) My glasses were in the cabinet. (in a navy & white stripe case) They made me feel like it was my fault my husband had been given the wrong glasses.

No gee, we're sorry for the mistake. Offer me a $10 gift card. (no doubt I'd spend more than $10 to use it)

Re: Eye glasses from Costco

Kachina624 — Mon, 14 Aug 2017 00:03:03 GMT

I went in there with my prescription in my pocket all ready to select some new glasses. The girls who worked there, 3 or 4, were so busy gossiping and giggling they didn't have time to help customers. I looked at the frames, saw nothing I liked and walked out. Went to a discount shop in the same parking lot and had my glasses made the same day from a nice selection of frames.

Re: Eye glasses from Costco

deepwaterdotter — Mon, 14 Aug 2017 00:09:05 GMT

As a Costco member, I hope you report your experiences to the Costco corporate office. Knowing about poor service will enable the company to improve the customer experience.

Re: Eye glasses from Costco

Annabellethecat66 — Mon, 14 Aug 2017 00:09:25 GMT

@lulu2 Most companies these days don't care about customer satisfaction.

When you have companies giving discounts and money to NEW customers, that tells you something about how they value their other customers.

I've always been someone who tells the powers that be about a problem. I do it in a courteous way but I don't believe in complaining just to be doing it.

I've had a few companies make me feel like they appreciate my input but it's fewer these days than ever. It's as if they're saying, 'you don't like it here....go somewhere else' (which I usually do).

I used to shop a lot at Costco but I haven't been in there in a few years (only because it's easier to just go to a smaller store and I don't need a lot).

I used to get all of my glasses (as did my husband and daughter) at Costco and had no problem. However, that was a long time ago.

Re: Eye glasses from Costco

tansy — Mon, 14 Aug 2017 00:14:26 GMT

I would have stopped at the membership desk on my way out and complained if the experience upset me. You still have a pair of glasses that were a good price for you.

Re: Eye glasses from Costco

Annabellethecat66 — Mon, 14 Aug 2017 00:25:46 GMT

I forgot to say one day last week my sister and I were eating at a well known restaurant (they have several in the area with different names). Her daughter has worked for one of the other affiliates as a bar tender for around 17 years, everyone knows her daughter.

So it was lunch time and the place was packed...suddenly the smoke alarm sang out...then it stopped...then again...this went on for at least 20 minutes. It was so loud and disruptive.

My sister said if that had happened where her daughter worked they'd have offered some kind of desert or discount on their food. She said it had happened before and that's what they did.

These people didn't even apologize to the customers.

Re: Eye glasses from Costco

JeanLouiseFinch — Mon, 14 Aug 2017 00:44:30 GMT

Sorry for your disappointment but people do make mistakes sometimes. We've been getting eyeglasses from Costco for years and have always received excellent customer service. I'm actually kind of surprised that they would allow your husband to pick up your eyeglasses. We always have to pick up our own glasses so we can try them on, to check the fit, make any adjustments if needed, and to make sure you can see well. It would have been better if you would have just gone yourself, in the first place, or postponed it to another day when you were feeling better.

Re: Eye glasses from Costco

phoenixbrd — Mon, 14 Aug 2017 00:54:31 GMT

@lulu2 Sorry you had a bad experience at Costco. We have been members at our local Costco and have had nothing but exceptional customer service. Many of the people who work there have been there for many years and we know each other enough to feel like they are more than acquaintances. We often ask questions regarding technology of the person who runs that department. We've known him for over the last 15 years. Employees seem to stay and like where they work. I hope that your incident does not color the overall impression of Costco. Unfortunately, one unpleasant encounter with customer service can create an overall impression of a store. Our experiences have been stellar and we are pleased to be members at our local Costco.

Re: Eye glasses from Costco

Burnsite — Mon, 14 Aug 2017 00:57:29 GMT

Hello, lulu,

I had a bad experience with Costco optical a few years ago. They were pretty surly when I tried to return the glasses because, as far as I could tell, the prescription was wrong. I am back to working with either Lenscrafters or my eye doctor's optometrist. The one thing about glasses is that I need them to see through.

I was intimidated enough by the reaction of the eye-glass concession that I crept over to the regular Costco Customer Service. But they told me it was a concession, not provided by Costco itself, and I had to go back. When I came back, they did finally give me a refund on glasses that didn't fit my prescription.

Money isn't everything--I won't be back there.

Re: Eye glasses from Costco

Wsmom — Mon, 14 Aug 2017 00:59:19 GMT

They have comment cards as you leave. I can assure you if you fill that out and send it in that the managers are informed of complaints. You can even call the store and talk to that department's manager to complain. I just had a prescription filled and they shorted me some pills. I will call tomorrow to staighten it out, go pick up the ones I got shorted. Total pain in the butt to go back but In no way do I expect any kind of gift card for my trouble.

Re: Eye glasses from Costco

kivah — Mon, 14 Aug 2017 01:18:26 GMT

Years ago, I went to Costco for tri-focal eye glasses. When I put them on at the counter, I had trouble seeing -- and there was a customer standing next to me - and he said I have to get used to them. Stupidly, I left with them. It took a while and I did get used to them. A few months later, I went to an optometrist and he said my prescription was incorrect. I would NEVER buy glasses again from Costco - although many people have good results. They do seem unprofessional there.

Re: Eye glasses from Costco

lulu2 — Mon, 14 Aug 2017 01:20:30 GMT

Thank you all for your comments.

I do agree it would have been better if I'd gone to pick up my glasses. My husband was going there so he thought he was doing me a favor. Truthfully, unlike at my opthalmologist's office, the sales person did very little to fit my glasses. She had me look in, while she held it, something that looked like a View Master. Nothing more.

When my glasses were located, rubber-banded around the case was the receipt which stated the make and color of the glasses. The SA should have read it and checked to see the glasses in the case matched the description. My husband never saw that receipt. He had the register transaction receipt.

Live and learn.

Again, thanks for taking the time to respond.

Re: Eye glasses from Costco

VaBelle35 — Mon, 14 Aug 2017 01:32:48 GMT

I've been going to Costco for the last few years because I went to the optometrist in my doctor's office and they made my prescription wrong. Similar to as posted above I was told to "get used to them." It turned out that when they corrected them for computer distance, they didn't need to as my doctor had already corrected them for that. So they were overcorrected.

I appealed my case to VSP (the insurance I was using at the time) and they allowed me to get lenses made at no charge).

The only problem I had at Costco is that when my glasses were made, they put them in the wrong case and they were sent to California. They tracked them down and had them overnighted to the store and I was able to pick them up the next day.

Stuff happens everywhere, not just at Costco.

Re: Eye glasses from Costco

mac116 — Mon, 14 Aug 2017 01:53:22 GMT

Our experience with Costco Optical was totally different. My husband and I have been getting our glasses there for years. When we took in our new prescriptions, the optician mentioned that his seemed SO different from his previous one. We shrugged, picked out frames, and waited for them to be ready. My husband knew that they were not right. Costco suggested that we double check with our eye doctor. Long story short...the eye doctor wrote down the Rx WRONG!! We should have listened to the Costco optician. They quickly remade the right glasses.

Re: Eye glasses from Costco

drizzellla — Mon, 14 Aug 2017 02:41:38 GMT

I made the mistake of going to Costco for eyeglasses. I heard they were reasonable and good.

Oh Boy - was I mistaken. I got my eyes examined and my prescription. I picked out some frames, weren't thrilled with them but they were OK. The clerk could not find the insurance company that would pay for my glasses. I walked out of the eye Doctor's office 5 minutes before this and had no problem with the insurance.

I kept telling the clerk that if the insurance was no problem 5 minutes ago, it should be no problem now. She could care less. She said my insurance wasn't any good.

She did not care and wanted to go back to doing nothing. I made note to self and NEVER go to Costco for glasses.

Re: Eye glasses from Costco

GemsNBeauty — Mon, 14 Aug 2017 03:59:00 GMT

That is disheartening to have received someone else's glasses @lulu2. It was a pain for you to have to go back and pick up your correct glasses. I think I would have stopped at the desk on the way out, as well as fill out one of their comment forms (they normally have them located near the exit) for customer requests or comments.

I've just had a great experience with Costo Optical Department. I worried that something could go wrong, but all went well. I always think if there is ever an issue with anything, Costco stands behind their products. The fitting went fine, ( I thought), but I did find some discomfort around the ears after wearing the glasses about a week. I ended up stopping at the Optical Dept at another local Costco where I was doing some shopping. The optician was more than happy to help. He spent about 10 minutes fitting me and making adjustments he wasn't satisfied until they were perfect. I guess the first person that fit me, didn't do such a great job. They are absolutely perfect and I am a happy camper. I probably saved about $200 over similar frames I was looking at, at the optical store.

I guess there can be sub-par sales people in any store, but I do think management likes to hear about issues in order to correct them. Hopefully you are enjoying your new glasses!

Re: Eye glasses from Costco

lulu2 — Mon, 14 Aug 2017 05:42:34 GMT

When I returned to pick up my glasses, there was no fitting. Neither of the women asked me to try the glasses on. The case was opened and I was asked if these were my glasses.

Re: Eye glasses from Costco

Group 5 minus 1 — Mon, 14 Aug 2017 12:20:58 GMT

Got eyeglasses from Costco ONCE. Really disappointed! Poor service and the technicians were not well trained.

Re: Eye glasses from Costco

DecorDiva — Mon, 14 Aug 2017 12:30:17 GMT

I have a complicated prescription so I go to a particular optician. The last time I needed glasses, I looked high and low for a frame I liked (need the nosepads, so that elimates a lot of glasses). I finally found some frames at Costco and after insurance, they were $40. The only thing is there is no warranty on them.

Re: Eye glasses from Costco

drizzellla — Mon, 14 Aug 2017 12:34:35 GMT

@lulu2 wrote:
When I returned to pick up my glasses, there was no fitting. Neither of the women asked me to try the glasses on. The case was opened and I was asked if these were my glasses.

That is so wrong. I hope they fit you.