Sam’s Club Optical

My pair of glasses were messed up in a different location. Ben, the manager at Castle Rock, truly took responsibility for an issue he didn’t create and did everything possible to help me fix it. Truly an angel on earth! I would recommend this team to anyone. Thank you Ben.

Walked into the Sams optical center when I was greeted by not only a horrendous smell, but a personality to match. Marilyn was the goblins name. I was insulted and treated with violence. The store was clean which I loved and the manager I talked to told me that this is "Typical Marilyn". I would give this interaction one star due to the lack of customer service from Marlarn, but the manager assured me they wouldn't be around for long and I found a sale on 4 lbs of quality Tuna.

Superior Customer Service! While shopping in Sam's I stopped into the Optical Dept, just to see what kind of selection they had. I soon recognized both opticians from my previous experiences at the Castle Rock Walmart Vision Center. So good to see such wonderful and competent people. Both Jean and Gary have worked with me in the past and know how picky I can be. Gary quickly had a selection of fine frames in front of me to help me with my decision. The ordering process was quick and easy, I was offered a multiple selection of lenses and upgrades and explained all the pros and cons in layman's terms I could relate to. We even checked into my vision insurance (which most people know is worthless) and the final decision resulted in a beautiful pair of glasses with high index transition lenses. I could not be more happy and pleased with my new glasses and the service I received. I will definitely be back again!

Great experience and price. Good selection on frames. We chose this over Costco (who we have always been pleased with) because they had sport goggles, which Costco has never carried. We use an independent eye doctor so this review is only on the product. I was concerned over the 1 star reviews complaining about customer service and it not being “in-Network”. Our customer service was great! Frankly, those reviewers should give themselves 1 star, not Sam’s. It’s your responsibility to check your insurance, not theirs. I did a quick search online for my in-Network providers in advance. Took 1 minute.

If I could choose negative stars I would! I’m compelled to write one of my first reviews because I have never been treated so rudely as I was today at the optical department. I went in five days ago to make sure they accepted my insurance (during which visit the staff was fantastic) before we scheduled contact exams for my husband and son, before transitioning all my family. They ran my insurance and assured me that my insurance was accepted and we were all set. So we scheduled the exams for today. When I went to pay after both exams they asked for $208 - after insurance! I asked the optical manager (who quoted us a different amount on my first visit) to go over the charges with me and explain why it was so high - higher than we’ve ever paid with or without insurance. A reasonable request. After he failed to figure out the charges he said he was going to grab the eye doctor so she could help me understand why they were so high. After another 10 mins of trying to figure it out the optical manger finally admitted that our insurance is actually out of network, contrary to the initial confirmation we would be fully covered. I’ve since read other reviews complaining about this same dishonest bait and switch at this same location. I was furious at this point because we had checked this 5 days prior and we were told that we were good to go. A $208 charge should have only cost us $120 at most, and in network my son’s should have been free. After expressing my frustration the optical manager got more rude than I’ve ever been treated and told me that whether or not they took our insurance was not his problem. After an exchange that increased in rudeness i was furious and I paid, grabbed my prescriptions, and plan to buy our contacts elsewhere. I ended my visit with the store manager, to whom I shared my story. She appologized profusely and was amazing. I’m saddened because we were so excited to have SAMs here to use all their services. Looks like we are still shopping for an optometrist though!Oh