Costco Optical

I recently had an UNPLEASANT EXPERIENCE at the Rancho Cucamonga Costco Optical department. When I approached the counter, there was no one ahead of me in line. Just two employees, both older women, talking to each other behind the desk. I took a ticket and waited, expecting to be helped right away. Even though they clearly saw me, they continued their conversation for a while before one of them finally came over. I explained that I wanted to check how much coverage I had under my parents' insurance so I could determine my budget for glasses. Without even asking what insurance we had, the employee immediately replied, "It doesn't refresh until next year." When I clarified that my parents had just switched to a new plan and should have available funds, she simply repeated her answer and then asked for the provider. When I told her it was VSP, she dismissed me with, "We don't take that." This response was frustrating because, in the past, the manager had personally checked my parents' insurance balance and confirmed that Costco Optical does accept VSP. It seemed clear that the employee just didn't want to take the time to help me. Overall, the interaction came across as dismissive, unhelpful, and unprofessional.

Forever costco optical customer. Tony and crew went above and beyond for me. Get cheapest glasses and contacts around and still get costco cash back? Yes everytime

Staff here in the Optical Department are awesome. I was assisted by the optical manager, Tony Vizcarra. He was just very helpful & so professional. I am a very satisfied & happy customer. Thank you, Tony, for your help & assisting me in ordering my new reading glasses.

The staff were not as welcoming as I would have hoped. They mostly just stared and stayed quiet. No one else was there, but I was asked to wait 30 minutes as a walk-in for an appointment that lasted maybe 10 minutes. Also, because there was no customer sitting in the office, you are asked to sit outside on a bench facing the checkout lines. It was quite awkward. The optometrist was great, though.

Last year I had a few of my frames lens replaced with a new RX, no issue and they came back great. So I came back a year later to transition 4 frames from prescription lenses to regular sunglasses with no prescription. This time the ladies at the desk told me it wasn’t possible and my frames were too old and damaged and they couldn’t do that. I knew they were lying so I took my frames to the Costco in Fontana to get it done, and the Fontana location gave me no problems and provided me excellent service. My frames all came back 2 weeks later looking amazing and they even cleaned them up. So I need the Costco on 4th street to do better and stop making customers go to other locations to get services done when they are more than capable of completing the order.