Costco Optical

Disappointing customer service and lab negligence at Optical Department I visited this location around 6:00 PM to address an issue with a brand-new frame I brought in for lenses. Unfortunately, the entire experience—from the laboratory work to the customer service—fell far short of the standard expected at Costco. When I walked up to the counter, there were three employees present, two of whom were just sitting down talking and the third was assisting a member. Neither of the two sitting chatting acknowledged my presence. When I spoke up to get their attention, I was treated as an interruption rather than a member. One employee, Anna, eventually assisted me with a highly unprofessional and unhelpful attitude. The other female employee remained entirely focused on her personal cell phone, completely ignoring the counter. Even when another customer approached her for help, she finished what she was doing on her phone before finally acknowledging them. Given healthcare and HIPAA privacy standards in an optical department, seeing employees continuously distracted by personal devices at the counter is highly concerning. I took a photo documenting this continuous phone usage. The core of my issue involves severe lab negligence. The laboratory cut the lenses significantly larger than the original demo lenses. Forcing these oversized lenses into the frame created extreme, constant outward pressure. As a direct result of this incorrect sizing, the frame snapped at the metal piece, not at the screw. This was caused entirely by a laboratory error, not a faulty frame. When I calmly explained the mechanics of how the oversized lens caused the frame to break, Anna refused to offer any resolution. Instead of trying to assist or escalating the issue to a manager, she became combative and defensive. After a lot of back and forth with her, she agreed to a resolution by refunding the lenses, rather than her being helpful and offering it as a solution right away. While they did eventually process that lens refund—implicitly acknowledging the lab’s sizing error—the department still refused to take responsibility for the property their lab destroyed. I expected the high level of customer service Costco is traditionally known for, but instead faced distracted employees, zero accountability for a clear lab mistake, and a hostile environment. I hope management addresses both the laboratory quality control and the front-counter professionalism at this location.

I did the eye exam and the lens that you look through during the test was foggy. I told the optimist and she didn’t clean it, she just kept doing the test.

First time at Avondale Costco Optical. Receptionist and MA were very cordial and helpful during initial check-in and testing.but Optometrist Dr. Anna Lee was exemplary. Very professional, yet compassionate, eager and patient to help reach the best vision possible. Sylvia was a tremendous help in selecting the correct frames to hold my specific lenses and was very thorough in explaining my contact lens choices. A great experience that I would highly recommend.

Sleazy lens policy. They won’t replace lenses with a new prescription if the frames are over two years old even if it’s a frame they still carry because they’re “prone to breakage.” It’s greed. They just want people to have to buy new frames every 2 years. I have sunglasses I’ve had over 10 years, they’re not “prone to breakage” you just want to rip off more customers by making them spend money unnecessary. Shame on you Costco.

Sylvia was great help! Thank you so much for your attention