I just bought a pair of glasses at Costco (Danvers, MA) for the first time.
I came in on a Saturday night and the woman who waited on me had the patience of a saint. She was so nice and helpful, and I was quite indecisive. The next day (Sunday) I had questions and came in again to look at the frames. I was helped by another nice woman who went above and beyond. I wish I remembered their names but I don't.
I was told by the first woman that it would be around 5-6 days. After not hearing from them for almost 2 weeks, I called and was told they were still not in. Then the next day I got a phone call that they had come in. So the time frame given to me was way off, but that was not the real problem.
Today I went to pick up my glasses. Both people in the optical department (a man and a woman) were busy, so I stood at the counter and waited. When the woman, Deanne, finished with her customer, she turned and helped two other people who had just walked over, even though I had been waiting at least 10 minutes. She was not at all aware of who was next, which is important in that department, since it is first come first serve. When she did come over to me, she just plopped my glasses down with a little chart, said nothing, and walked away to do something else. She came back and asked how my vision was. I said fine and asked if the glasses seemed to fit well, and she then made a small adjustment on the nose piece. She told me that if the glasses didn't fall off when I looked down and shook my head, then they fit right. Yes, really.
Deanne did not seem either friendly or professional.
I have worn glasses for most of my life, and have been to many optical shops. I have always had the person check out the glasses on me and seem genuinely interested in the fit and look. Deanne did not do that. It was like having your glasses handed to you by a delivery person who had no interest in customer service.
I didn't have my receipt with me, so I asked for a reminder of the features of the glasses. Deanne just rapidly recited several things without even glancing at her copy of the receipt. I got the feeling that she just wanted to rush me out of there.
If it weren't for the first two women who waited on me there, I would say that Costco had terrible customer service. However, I will say that only Deanne is terrible at customer service and should not be in that department.
The price of the glasses was great, and I am happy with them so far (it's only been an hour), but if I saw Deanne in that department I would not go back. read more