Costco Optical

The worst customer service ever, I got a pair of lens for my own frame two weeks ago and they are not working for me and went back to Costco for a refund but one the the associate said they don’t a refund RX lenses and refused for a refund. She brushed me off and tell me that I need to talk to the manger?! When the Costco policy is I can return for any unsatisfactory reason?!

I have been getting my family's eye exams from this Costco for years, and I have only great things to say about the Dr.s. They're really professional and great with my 2 young boys. That being said, their office staff leaves much to be desired. Apparently, it was too difficult to call VSP to get confirmation I had insurance. One of my boys could not get "materials" until Nov; however, 3 separate VSP reps confirmed he was eligible for the exam coverage. When I informed the office of this information, she wanted me to have printed proof when I came in. This is not something a patient could provide, so I suggested she reach out herself. An hour later,she told me, "they verbally confirmed her side, and they wouldn't cover the exam." At this point, it was too late to cancel my son's appointment because it was the following morning and we already organized a missing school day so I felt I had no choice but to go and pay out of pocket. (VSP confirmed they will reimburse me,) At the office visit, prior to the exam, I tried once more to see if she will reach out to VSP while I was there, and I got back an attitude-filled response; she already reached out and they said what she told me already. I asked to see the fax confirming this information, and she huffed about that's not what they do. She then proceeded to appear very busy and ignored anymore verbal inquiries. I wish I could have thrown the clipboard at her and stormed off, I was so disgusted and frustrated with her lack of empathy and poor customer service. Again, the Dr. Was amazing with my boys, but I don't think I will be back to this office. My advice for VSP users is to make sure your "materials" and exam coverage line up perfectly, or this could be you.

Surprised at other reviews. I’ve likely bought 9 or more pairs of glasses at this location since 2009. I’ve always found staff to be competent and efficient—even when I’ve been undecided on frames. For years I used flex plan dollars for reimbursement but now I pay cash. At times I’ve wondered if I’m paying too much but I think they’re competitive.

About 9–10 months ago, I left a negative review for Costco due to the poor customer service I experienced at the time. The staff back then seemed uninterested, unhelpful, and came off with a lot of attitude—it really felt like they didn’t care about the customer experience. Fast forward to today, I came back to get a new pair of glasses, and I have to say—it was a fantastic experience. The team was friendly, attentive, and much more professional. It seems like there may be a new manager in place, and I didn’t see any of the previous employees who gave me a hard time. Overall, the service has improved significantly. Great job to the current team for turning things around!

I’ve been a loyal Costco member for years and have visited multiple Costco Optical locations, always receiving great service—until now. Unfortunately, this branch is an exception. The staff at this location lack patience and fail to prioritize customer care. Eye wear isn’t just merchandise; it’s a medical necessity. Misaligned glasses can lead to long-term damage, yet this branch didn’t demonstrate the attentiveness or precision required for such an important service. One particularly troubling experience was being pushed during the lens selection process. Instead of neutrally asking for my preference, I was prompted with, “So you want the transition lenses?”—a tactic that felt manipulative and unprofessional. This isn’t how an informed choice should be presented to a customer. Their lack of insurance knowledge is another significant issue. While I understand not everyone is an expert on all insurance policies, a good attitude can go a long way in making up for that. Sadly, the dismissive and uncaring attitude of some of the staff here only magnified the problem. That said, I did encounter a couple of professional and courteous employees. However, the overall customer service at this branch fell far below the high standard I’ve come to expect from Costco Optical. I’m unsure who trained this team, but they need more thorough guidance and a stronger emphasis on customer care. Until then, I cannot recommend this location.