Costco Optical

The doctor was good and very efficient during the examination. However, I was not happy with the billing services, as they were not transparent. I have two insurance plans (one through me and one through my husband), and in the past the optical department has always been able to use both insurances for the exam and bill us accordingly. Frankly, that’s why we pay for both plans. In this case, only one insurance was used, and I was asked to pay out of pocket for the lens examination instead of having the second insurance applied. When I asked about this, I was told to submit the remaining balance to my insurance myself, which is an unnecessary hassle.

The optometrist was great, quick to get to me and very professional. The “store” side was an absolute joke. I stood there with no customers in the area for 35 min waiting for help. The two gentleman who I guess worked there just sat there talking about how customers can’t tell the difference from men or women’s glasses. When I finally approached and asked when the staff got off lunch he just sat there and said ahh.. we can help.. I just walked out like I said a joke at best!!

I've also had not-so-great experiences recently. I've had to ask for my benefits and ask educated questions to understand my own expenses. Today, I went with my daughter to ask about getting a new pair of glasses. I waited 20 minutes for the number on the board to advance, and it never advanced, and I was the only one on the floor waiting to be helped. When I approached the counter, two ladies were chatting with each other and didn't acknowledge me at all. Then, another employee came over to the counter and stood in front of me without acknowledging me either. I left without asking any questions because, truly, that's never happened to me before at any Costco where I'm completely ignored when I'm the only customer around. Additionally, getting into optometry is a hassle because you have to enter the facility and then find a way to get past all the busy lines of people purchasing groceries. I almost got elbowed by someone who turned around really fast when I was walking past the customers paying for groceries.

Optical department (not the independent Optometrist) inside Costco @ Savi Ranch. I've been using Costco for my eye care for over 15 years. Their prices for frames, lenses, and contacts are unbeatable. They have a good selection as well. They recently did a remodel (2023) and replaced their service counter with individual stations. Not sure if that'll make them more or less efficient than before. Before, customers were *supposed* to grab a service ticket and be helped in that order. Problem was, most customers would never grab a ticket and the employees would assist whoever they felt like helping. So I've easily watched countless people who arrived after me get help before I did...which is aggravating and frustrating. I hope they've set up a better system now because I'm headed there soon.

My Mom had a great experience with the people at the Optical Department. She hasn't gotten a new pair of glasses in sometime and was due for a new pair. Sean was our primary representative and was very kind and patient when it came to the questions she had. We ended up getting several pairs for her that would assist with everyday needs. Thanks again for all your help Sean.