Sam’s Club Optical

My recent purchase at Sam's Optical will be my last, and it's solely due to the decline in customer service. While I have been a customer for years and have no issue with the quality of their products, the service I received was unacceptable. The first issue was the difficulty of simply picking up my order. Despite the store's posted hours, a phone call at 4:45 p.m. on a Monday was met with what felt like a pre-closed attitude. The staff informed me they were short-staffed and that I would need to wait several days and take time off work just to pick up my glasses. This process, from purchase to pickup, took a full two weeks. My second major frustration was the attempt to get new lenses for a pair of frames I already own. A $59 fee for using my own frame and an additional $30 for a warranty that didn't even cover the frames drove the price to the same cost as a new pair of glasses. As a former optician, this feels like an unreasonable and greedy practice that takes advantage of loyal customers.

No real good time to come here . I was only trying to pick up a pair of glasses that had honestly came in 2 days late after waiting 2 weeks . There is never more than 1 person working . The glasses had already been paid for and they were my husbands so no measurements needed . I was told to wait a moment while he helped a mom and kid pick out frames . Could he have after 25 minutes ask them to wait a moment and hand me the glasses since they were sitting . I finically did sit and he ask me to move to the other side . I am still here waiting and have had time to write this long review . There needs to be 2 people working here at all times . This is so crazy .

Alicia takes complete ownership of all issues and exemplifies what great customer service is. She has completed some adjustments on my glasses as needed, with a smile and makes sure after each purchase or adjustment that my wife and I are completely happy. This is the only Optical center We will go to in Wilmington.

Would be a zero ⭐ if i could.. I have been trying to get glasses for over a month in the optical department. They keep saying their computers are down, and are waiting to get them fixed. I have also called the #800 costumer service and they have no clue. I paid for a membership to take full advantage of what Sams has, and I'm not able to use my membership to the fullest. Very disappointed! They have lost my business.

Rude! Very short with us. We got there at 5:45 & were told they can't help us that they close at 6pm & basically pushed us out of the optical center area. Very disappointed. My wife and I were ther to buy a pair each.