Costco Optical

The problems I experienced were ultimately corrected and I now feel much better about the service there. I will continue to use them

I took a friend here for her Eye examination and we spent over 2 hours at this location. She had an appointment at 2:20 and we arrived early at 2:10 knowing their strict policy. The inside of the eye examination is fairly small, with only 3 chairs inside, and it’s basically shoulder to shoulder. My friend was asked to wait for her turn, we waited and waited. It’s finally 3:17 and she gets called in. Let me repeat that her appointment is at 2:20, and waited nearly an hour to get seen. She was finished with her exam at approximately 3:40, and was asked to wait 10 minutes for her eyes to dilate. It’s 4:07 and the doctor still hasn’t called her yet. To those who aren’t patient or is on a time crunch, I would highly not recommend this place.

I had a terrible experience with this department recently and ended up spending almost $ 200 on a pair of glasses that I hate! I have purchased and worn glasses from this Costco since I moved to CA in 2009; they have always been very reasonably priced and had a quick turnaround, but apparently my «good» experience only went as well as it did because nothing went obviously wrong. I am very shocked and upset that they would treat a long-​term customer — who has spent thousands of dollars at costco in general, too — this way:
I spent a long time looking at frames and finally narrowed it down to 2 of approximately the same size; I asked the woman who rang me up what she thought and she answered but never mentioned the most important detail. When I picked up my glasses I realized the frames are WAY too big for my ridiculously high prescription and the lenses make my eyes and that whole area of my face look bizarre and shrunken — like you’re looking into a funhouse mirror. I understand that technically I chose the frames but why did none of the «experts» at the counter warn me that it might look completely stupid if I put the «thin» high index lenses in them? (Turns out they are NOT thin at this prescription, lens, and from size, just relatively less horrible than if I didn’t spend the extra $$$ on higher index)? I have never had this problem before because this was my first experience with bigger frames.
This would all be fine if they were willing to work with me on an exchange but 2 things happened when I tried to talk to them about this:
1. I spoke with an employee from the department and she refused to answer any of my questions because their manager was off that day and she patronized me multiple times with a «those are great questions to ask our manager when she’s here on Monday.» I asked for the manager’s schedule that day and the woman wouldn’t answer that question either.
2. I made a special trip to Costco on Monday to speak with the manager and when I arrived they said, «she’s in a meeting and we have no idea when she’ll be back.» I then asked another associate if she could help answer some of my questions and she did so but very hesitantly. At least it was something! I could tell she really wanted to be helpful but the invisible/​implied Costco policies tied her hands. She nonchalantly checked to see if there was any way to switch things out for me but followed it all up with, «if she can even do anything about it…» That was an arbitrary CYA copout. After waiting around for more than 30 minutes I did some shopping and came back to the optical area when I was done. Manager still wasn’t back. I threw my hands up and left, unsatisfied and feeling like a sucker that I entrusted my $ 200 with these people and ended up with a pair of glasses that I don’t feel comfortable wearing in public. What’s the point? I might as well have flushed my cash down the toilet.
I did some internet research after this whole debacle and found multiple sources that said you should never get lenses wider than 50 mm with any prescription higher than 3.0ish. Mine is closer to 9.0! I watched her type in all of the specifics of my prescription and they made a copy while I was standing there, so I know she looked at it (even if it didn’t register in her mind, they should keep an eye out for this type of thing to help people pick out appropriate lenses). Sure, I’ll take responsibility for my ignorance about the lens sizing but where is Costco’s accountability and obligation to inform customers of terrible glasses purchases before it’s too late? THEY are the experts, not me.
Costco normally has such good customer service that I was appalled when I found out they were doing everything they could to avoid helping me with this.
I would recommend either forking over some extra cash to get your glasses from a seller who actually cares about your satisfaction or try out Warby Parker or similarly less expensive options. I ended up buying a pair from them that had smaller frames and higher index lenses, which usually cost a LOT more, for the exact same amount of money.
I try to be really nice and only write bad reviews for genuinely disturbing experiences, so here is the result of this leaving such a bad taste in my mouth. I know I sound entitled but the buyer-​seller relationship should go both ways and not just leave you feeling helpless when something doesn’t work out perfectly.

Over the course of many years I’ve had multiple sets of eyeglasses done by Costco, every time they’ve done fabulous work. Their knowledge and experience shows. I did have an issue with my last pair of glasses and it was based on my preference. It seems the standard for making trifocal lenses has the second lens from the top starting almost in the middle of my field of vision and that was cutting into the center of my field of vision for driving. So, for that set of glasses they adjusted the frames to lower that segment and it was fine. I could have had them cut new lenses, but I elected to go for the adjustment. The important part of all of this is that they advised when I have my next set of lenses made, have the second lens cut at the level as if it were a bifocal. I just got that set of glasses back and they’re PERFECT!
They know their stuff over there. Thanks!

Definitely need to work on their customer service. Staff named David refused to answer one simple question (do you sell sunglasses non Rx), stated that I need to take a number or he can not answer my question.

Never ever ever coming back here. Completely disorganized, inefficient, not helpful. I had a great experience at the costco in Livermore and have learned that the convenience of the proximity to my new home is absolutely not a reason to leave a business that has been nothing but great.

Great service. I got my Rx elsewhere, but I have been bowled over by the wonderful selection, prices and service at the optical sales counter. I have been there three times at different times of the day/​eve and everyone there has been nothing but very helpful and very down to earth– much more so than at some of the high-​end optical trunk sales and other places I have purchased glasses. There is no pressure to push you to buy any special type and the quality and price of the glasses I got (I have a complicated Rx) is so great that I’m getting a second pair.

Costco is great but super small ass eye exam office they have, took forever, and they cram you in with a lot of people. F&@$ this optical store area

I had an appointment for an exam appointment and had to wait like 50 minutes, so I decided to walk out. Their policy and customer service was lackluster and absurd. If you have a lot of free time, I guess it’s okay to save a little there.

Horrible service. Came in on a Tuesday early eve to buy new prescription sunglasses. The woman behind the counter gave me minimal attention. I looked at 3 frames and asked about different lenses. She offered zero interest in assisting me other than with prices. She mostly seemed like she hated being there. Needless to say, I didn’t buy glasses.

Super impersonal with rap music in the waiting room. Prepare to be made to feel like cattle. Doctor and staff look past you at the next patient while your file is still open.

So to start off let me just say that alot of these reviews have the Optical department grouped with the doctor’s office. They are actually separate.
Dr. Gary Hagan’s office is inside the San Leandro Costco, but not together with the Optical Department of Costco. They are a great office, but people should show them some love on their Unilocal too if you like their service. =]
Anyway, I always get my glasses filled at this Costco. They always have some sort of deal going on with glasses and contacts. The staff is amazing! They are always very friendly and helping with filling my prescription. I always have a hard time picking out frames for myself, but all the staff is really helpful with picking out what looks good on me. This place always gets so busy on the weekend and staff is wonderful with handling such large crowds. I will continue to come here and recommend other try it sometime too.

I found the staff and the doctors very knowledgeable and friendly, and compared to other optometrists, I can’t complain about their prices one bit. I happened to be here to have an eye exam and contact lens prescription done, which costs $ 89. An exam and prescription for glasses costs around $ 50ish I believe.
Scheduling an appointment with them is pretty easy, but you can’t count on dropping in and seeing a doctor, I would think.
I was told that you don’t actually need to be a Costco member to enter and use the optometrist’s office, but if you do need to be a member if you plan on purchasing glasses or contacts from the shop outside the office.

The products and pricing are fine, I just find the customer service to be totally lacking. It is almost as if they take glee in not being able to help you. I have felt this several times when I went in. Most recently when I went to get lenses and my prescription had expired. They seemed kind of happy? It was strange?

I like this place because it’s cheap, I got a pair of glasses here that I actually like and feel confident wearing (a first for me), and the customer service is decent.
HOWEVER, the reason I’m only giving it three stars is because I can’t order more contacts over the phone, which is irritating. Apparently they only accept American Express payments via telephone. So whenever I need to order more contacts, I have to drive all the way over to San Leandro, pay for it in person, then wait a few weeks and drive back to pick them up. Pretty inconvenient if you ask me.
Other than that, this place a great.

So it was time for Super Serg to get some new glasses… My rx expires in march from 2010 so I used the same one from 2010. I can still see fine and I’m in no rush to go back to the Optometry Dept for another appointment. No It’s not the measly $ 5.00 I pay for my appointment. It’s because of the looney tune Doctors I got last time so I had to avoid that.
Anyways, today Yan assisted me at Costco as she did 2 weeks ago, as she did 2 years ago. I so love her service that she is polite and very honest. I let her pick the frame, I said that if she likes them then I’ll take them. It’s only less than 200.00 measly dollars and I go there because of the great service and she doesn’t mind if I have Hot Dog Breath when she measures my frame. hee hee
I highly recommend this department for anybody that needs to see better.

The best location for customer service at costco is at the Optical Shop. A few years ago i had purchased a pair of glasses here and stopped by to try and have an arm fixed on the glasses that had popped out of place. The associate took the glasses apart and repaired them in about three minutes. Once again, I came back to get a new prescription filled and was helped by a young lady named, Yvonne.
If every customer service associate at Costco were as professional and knowledgeable as Yvonne, the world would be awesome!!! Yvonne went above and beyond to help me pick out the right glasses. she even did a little up selling and sold me two pair… Thanks Yvonne for great customer service…

I have used Costco for many years, and Yan recently demonstrated why. Recently I visited an ophthalmologist because of flashing and floaters. He gave me an eyeglass exam and said my prescription from Costco was not optimal. It had been nine months since my exam and glasses.
I asked Costco to give me a replacement, and Yan said «yes» even tho it was beyond their 3 month replacement warranty. She wanted to make sure that the glasses were fitting properly and ordered a new glasses for me. No cost. They arrived in about a week and are great. Thanks, Yan!

I’ll keep coming back to Costco Optical because, after some research, they offer the lowest price per box brand of contact lens that I use.
But. DON’T expect much when it comes to customer service! They go by a numbering system, which is all fine and dandy. What gets to me is how mechanical they are about the whole thing. In other words, you DON’T EXIST unless you have the number they call. If you take a break and order food from the food court right next to it, make sure you don’t miss them calling your number. If they pass your number, you have to get a new number and wait all over again.

I’m rather easy to get along with, patient, etc… but this place needs some serious monitoring from some kind of authority that governs this industry.
I first went in for an exam to get new glasses and contacts. Left the same day with a pair of contacts but zero prescriptions for either glasses or contacts. Returned and was told my prescription had changed since my earlier visit, so I needed to pay them more in order to get an updated prescription (with no additional exam or testing given!) WTH?
It was like pulling teeth to get an RX from these folks! Additionally, I felt like I was being run through a cattle market rather than seeing a medical professional. Your eyes are serious business and the doctor didn’t seem to care much about anything but getting out of the office so he could take home a pair of contacts for his wife (who called with the request while he was seeing me).
Never again! I’m amazed they haven’t been shut down, honestly!