Costco Optical

The vision center at Heather Ridge deserves a negative star rating. The customer service is rude and disorganized. When my number was called the woman started to help me but a customer came up to her to pick up glasses and she left me to help him. She told me to wait at her table which I did and when she finished with him the person with the number after me approached her and she started to help her. When I said something she just ignored me. She kept me waiting 20 mins until I finally left. I will never go there again.

Extremely disappointed with my experience at Costco Optical. From the moment I walked in, I felt unwelcome. The service was disorganized, with representatives more focused on pushing through customers than providing assistance. Ian, in particular, was unhelpful and dismissive. Despite having insurance coverage, I encountered resistance and misinformation about my benefits. To top it off, my order was sent to the wrong location, causing endless delays and frustration. Despite numerous attempts to rectify the situation, the lack of communication and accountability from Costco Optical has left me feeling incredibly frustrated. I would not recommend their services to anyone.

Took 45 minutes to pick up pre-paid pair of frames. I was #15 when they were on #12 at the time. They got to #13 and just stopped calling numbers. I kept waiting at the pre-paid pick up line and no one ever bothers to come by. Why is there even a separate pick up line if no one is there to process pick ups (which literally only takes about 2 minutes)?! I’m never getting anything optometry related at Costco.

The service I received warrants NEGATIVE stars. I went to Costco Optical on Heather Ridge to get my glasses. I ordered two pairs of glasses for reading and one for distance. they called me to tell me two of the glasses were ready. the two glasses that were ready were the two frames I had purchased at Costco. One was supposed to be for distance and one for reading. I had also brought in my own frames and that was supposed to be another pair of reading glasses. first, I had to wait about 45 minutes to even talk to anyone. when my number was called, I asked the lady about my third pair of glasses and why there was a delay. she said you canceled the order. I insisted I had not, and she was basically a deer in headlights. the manager took a look and said something about the lab having sent them back due to the lines having been drawn on the lenses were incorrect, so they simply removed the lines and resent them to the lab. That issue was addressed... I was not happy, but had an answer other than you canceled the order!! by the way, when I asked where my frames were if I canceled the order, she had no answer other than she did not have my frames. I confirmed with her that the two glasses I got were one for distance and one for reading. she confirmed. I also asked about my distance glasses and if they did indeed have the transitions capability I had requested and paid for. She looked at my order and said no, no transitions, and that if I use them for driving, transitions make no sense because they won't change color in the car because they need direct sun to transition. this woman confirmed that one of the glasses was the reading and one for driving. I used my distance pair to look around and things were not right, I was told that it could just be a new prescription and that I may have to get used to them a bit. I used my new distance glasses to drive and it was absolutely awful; everything was fuzzy and hard to see. I tried for days to 'get used' to my new prescription, but it was impossible; so I decided to go back to my doctor to tell her how awful the new prescription was. luckily, today, I went and picked up my last pair of glasses. an extremely helpful and the only knowledgeable person I have met at Costco Optical in Laguna Niguel, told me that the glasses I picked up today are the distance ones and that the two I picked up before were, in fact, both reading glasses. I tried my glasses to drive home and they are in fact transitions. I could've killed someone driving around in reading glasses and having been told that I should try them for a few days to get used to my new prescription. I find the staff I have interacted with -except Jonathan -thus far at the optical department at best inept. I would never order my glasses here again. thank you Johnathon for your courtesy, knowledge, and help.

I have mixed feelings at Laguna Niguel location. I first came here a month ago and specifically picked close to 8pm to avoid crowds. I was the only customer at the Optical Dept and the service was great. Yesterday, I went again during similar hour and there were 4 numbers ahead of me so went inside shopping to kill time. By the time I returned, I was the next number to call. There were 2 staff members and both were serving customers. I thought this wouldn't take long. However when one of the staff finished serving her customer she didn't call the next number. Instead she just helped two different customers standing at the counter. I told her that I was waiting for her to call the next number, she said I had to wait for the other staff. I just left.