Costco Optical

The customer service of the Optic department is not so impressive to say the least. My husband picked up my prescription eye glasses yesterday and one of them seem to have a blurry left lens. I went back today to ask for assistance. The lady looked at me after I put on the problemed pair and said she does not understand my problem! I said if the frame fits fine then it must be the lens. She took a piece of cloth to wipe off the lens, then told me it was only the glare and I should be fine. I said are you sure the fitting is correct and the focus is not off? She reluctantly checked the prescription and said it "is" correct and I should give it a few days to get used to the new glasses. Okay, fine but her attitude sucked and whatever happed to Costco's famed customer service?

Amazing experience at the optical department. Everyone was very proffesional and welcoming. Luiza was able to help me fix my daughters glasses. I am very pleased with the customer service provided highly recommend.

This is regarding the optical department, not the doctor himself/herself. I’ve been ordering my contacts from Costco for 15+ years at other locations. They’ve all been great. THIS particular location is incompetent. I brought in my RX for contacts to order. They put in the order and I went home. At home I’m looking at the receipt and the numbers don’t seem to match up. I called, they said they ordered the same thing I got last year. Still feeling uneasy, I called again.. this time it took 30 minutes to reach them. I asked if they ordered me soft lenses, they said yes. I told them I haven’t worn soft lenses in 15+ years and they need to cancel that order. Whoever I spoke with didn’t even apologize.. whose file were they looking at that they ordered me the wrong type of lenses?! Totally incompetent.. when I ordered all 3 employees at the time took a look at my RX too and still it was ordered wrong.

I went in last week to purchase new frames with a prescription. I waited for about 10 minutes to get serviced. The lady named Thien assist me with nothing, her customer service was Terrible! I got ready to check out and she's did not ask me if I had insurance so she was charging me full price. I told her I did have insurance so I gave her the my info to look me up. She recieved a error message and told me to call VSP. I called them and they gave me the authentication needed to process everything. Then Thien said it went through but nothing is being discounted. So she told me to call VSP back. So I did. Long story short I called back 3 times while my groceries were melting in my cart (was there for over an hour) all for them not to take my insurance because of their system. So my insurance told me to pay for it and they would reimburse me the the cost later. Thien was not USEFUL or helpful at all. Why does Costco hire staff members to service they customers if they do not do anything. They might as well just have Kiosks instead of staff members so we can service ourselves and be much happier with a better experience. I would definitely NOT recommend going to Costco's Optometry in Fountain Valley EVER!!!

Cathy is great! My mom and I went a couple of days ago and she was very patient with us. She offered to get glasses for us when my mom was tired from shopping, and she made cute frame recommendations that catered to our tastes. She has very good insights and is really knowledgeable. Also, 3 out of our 4 pairs were ready in 3 days! It usually takes about a week, so this was a welcome surprise.