Costco Optical

Went there after my glasses broke. Ian was able to fix the frames and helped me look for new glasses in the mean time.

I was so impressed and pleased I had to add a review of the optical counter at Costco, Appleton. My elderly mother had fallen at home and twisted her new glasses into a mess. Money is tight and purchasing a replacement pair would have been difficult. She did not purchase her glasses at Costco, but we were shopping there, and I thought I'd bring my mother's glasses to the optical counter in hopes they might still be salvaged. I talked with a nice man, I believe his name tag said Daniel - he had a white beard and glasses. I explained the situation and that these were not Costco glasses. He said he'd be happy to reform them, but if they did break in the repair process, Costco could not be held responsible. The glasses were unusable, so nothing to lose - I gave him the go ahead to try fixing them. He was able to bend the glasses back into their original form, and they actually fit my mother better than they did pre-fall. He said there was no charge, and that it was his pleasure to help a member. It was such a relief to have the glasses fixed, and I can't say enough about how much that experience meant to us!

I'm used to Costcos in Chicago area where it is always busy, so I was surprised to find it just as busy when visiting the Costco in Grand Chute. The selection of products was great - found all my favorites. I stopped by the optical counter because a lens had popped out of my glasses the prior day. I hadn't bought my glasses at Costco, but the Scotch tape I was using wasn't cutting it, so I thought I'd ask. The optical was busy, but I was greeted and told I would be helped soon. I explained my dilemma, and even though my glasses were not from Costco, they replaced the missing screw to secure my lens at no cost to me! I was so impressed and grateful! A+ service!

Lousy customer service. I've gotten glasses from Costco 3 times, and every time they say they're going to call when the glasses come in...IT DOESN'T HAPPEN! Their excuse is that they sent a text and it probably ended up in spam...NOT THE CASE! I'm done getting glasses from Costco! Mostly because of the lousy service and partly because of the ridiculous poor selection of frames.

I'm not one for leaving reviews, but my repeated experience deemed it necessary. The optical employees at this Appleton location are amazing. Like everywhere else, this department can get quite busy and patience is a must. It's disappointing to read low star reviews when member impatience is obviously at the root. Costco is a warehouse, it's big and busy - Appleton is no exception, yet the optical department here has consistently offered me nothing less than a welcomed experience in service. Keep up the good work!