Costco Optical

I had a very disappointing experience at Costco Optical. I ordered two pairs of glasses, and after waiting seven working days, I was called to pick them up. At the front desk, I immediately noticed quality issues with both pairs. One frame had visible scratches, and the other pair had scratches on the lenses. They took them back and said the issues would be fixed. Later, I received separate calls on different days to pick up each pair again. Unfortunately, both glasses still had quality problems. Once again, they were taken back. The third time I went to pick them up, I waited almost an hour in the queue. There is supposedly a separate counter for prepaid product pickup, but no staff was present there. Even after multiple requests, no one came to assist. Overall, this was a very frustrating experience. Repeated quality issues, long wait times, and poor customer service made this visit extremely unpleasant. The location seems understaffed, and quality control is clearly lacking. I expected much better from Costco Optical.

We called prior to walking in, and they told us we could walk in and didn’t need an appointment at all. We asked again to make sure if we’d need an appointment, and they assured us we could just walk in, so we told them we were on our way. Then we got to the Costco and they were on break, so we talked to the gentleman that was running the glasses station, and he also reaffirmed we did not need an appointment. So we waited an hour for them to come back from break. We walked in asking to do an eye check, and they said we’d need an appointment. We explained that we’d already called, but they asked which phone number we called. We called the Costco, and they said it was the wrong number and dismissed our multiple attempts to make an appointment. They were rude and didn’t take any accountability or show any understanding for the misinformation they knew was being spread.

Shout out to Marian! She treated me with so much kindness and patience over the phone when I wanted to schedule eye exams for my family. There was a technical difficulty with checking my vision insurance, and she remained so patient and respectful throughout the multiple attempts it took to find my insurance. I really appreciate how she did her best to update me on my insurance on the same day I called, and she took the time to address all of my questions thoroughly as well. Thank you so much, Marian! You're awesome. :)

She couldn't fill my prescription but still charged me $115. Very surprised she's at Costco. I've never had a problem with them until now. If you have bad eyes don't go here. She can't help you but will take your money.

My son already had a prescription from his doctor and we have a good used frame. The lady from the store kept telling me I need to buy a frame from them and refused to allow us to buy just the lenses, which would cost $50 plus $25 service for not buying their frame ($75 total). It’s a waste of time. They just want to maximize their profit.