Costco optical sucks. I decided to get a pair of prescription glasses with progressive and transition option. Everything is in the receipt clearly indicated, but when I received the glasses - it's not a transition. I brought it back to Costco Optical telling them that it is not a transition. They told me that I have to pay the difference coz they said that I was quoted wrong that's why I got the progressive only. It's not my fault that I was qouted wrong. I agreed to pay the price I was qouted, why they completed the glasses and releasing it without calling me ahead of time advising me about their error. Too bad, I liked the frame but ended up in the wrong tone of returning it and cancelling the transaction. read more

If i can give negative stars, i would totally. I don't normally give reviews but this one was just that bad. My brother brought in my contact prescriptions to be ordered for me with a specifc brand that they had. I had receive 2 trial pair from different brands with the optometrist from another costco and liked the way one felt more than the other. Upon ordering my contacts as a gift to me, my brother tells me that they refuse to put in the order because they don't make that prescription number on that brand and if I didn't get the prescription from their optometrist, then they can't process it. They then told him to schedule an appointment with their guy so I can have the "correct" prescription. So, he orders in their cheapest brand as the Hispanic guy, I think his name was Angel? suggested. I was upset they told him all that junk so I came back to return them myself. After getting there to return, I'm dealt with non-existent service. Finally someone sees me and approaches me. Go ahead with the refund process. I believe her name was Chona. My brother suggest we just grab glasses instead so I quickly pick out a pair, place it in order. On my way out, I checked their contact prescription box for my numbers. Yep, they were there. They exist because I was wearing them that day. What a joke. 4 weeks and not a word, call, text or update on when i should pick up my glasses. I decided to go down there and see what's up. Once again, service is nonexistent. The lady Yan right in front of me is just starting at her computer screen ignoring me (i am standing right in front of her). Would it kill you to say, "just a moment, ill Get someone to help you????" Some type of acknowledgement? Instead, I stared at her for a straight 15 minutes before someone sees me. It's a younger girl and she looks like she doesn't want to be there because of the lack of words and her frown. I first ask her how long does it take for glasses to be ready? She tells me, 5-7 days. I then tell her that I placed my order but haven't heard back in 4 weeks. She doesn't apologize or anything. She'd just asked for my name. Goes and check, picks up my order, tells me it came in 5 days from when I ordered it, and hands it to me. Thanks? She asks me to try it on and if I needed any adjustment, just come back. This place is a joke. Why are these people still employed? read more

I just want to start off and say that busy days are stressful for anyone, and I totally understand. I work in the service industry as well and it can be very stressful and tiring doing many things at once and trying to tend to customers. That being said, I do not tolerate rude / bad customer service. The ladies at the desk clearly see myself and another lady just waiting, the least bit they could've done was say "We'll get to you." Or "Give us a moment." Longed for some type of reassurance that I wasn't invisible or acknowledgement that I'd be helped. One of the ladies, YAN, was getting called to do something and walked right in front passed me like I wasn't even there. I just did what I knew best and approached another employee. I only needed to pick up contacts, YAN or the other lady could've easily just looked up my last name and handed them to me, and I'd be out of their hair! *sigh* read more

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 50mm 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. read more

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. read more

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! read more

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. read more

It has taken me hours to pick up my paid for already glasses! So annoying I would have bought them some where else had I known it's gonna take up my whole Saturday! Not worth the $20 cheaper poor selection of frames!, and waiting 2 hours to pick them up! This place is a horrible!!! read more

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. read more

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? read more

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 read more

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. read more

We went to the Danville Costco during Covid19, first a.m. appointment of the day to have our eyes examined. My husband's exam was way off when we had his glasses made for him outside of Costco. The new prescription was way off from 2 years ago. When he tried to use his new glasses he couldn't see the scores on big screen tv. Now he has a very expensive pair of glasses, progressive, that he can't see with, so he called Costco to see if they would re-examine his eyes. He continues to wear his last pair of glasses that he purchased 2 years ago and sees fine. Costco will not re-examine his eyes without charging us because it is beyond their 90 policy, however, we were confined to our homes during COVID. His eyes are far worse than his prescription they gave him and we are out $$$. You'd think Costco would back up a recheck, after all, they had no problem charging our insurance. In any event, the Optometrist was way off base in her exam and we are paying out of pocket for someone we know is a great doctor. Beware! read more

Yan at Costco Optical is an ABSOLUTE gem!!! She embodies the true definition of exceptional customer service. After destroying my eyeglasses due to my own stupid mistake, I headed over to Costco hoping a new pair wouldn't break the bank. While trying on frames, Yan walked over to me asking if she could help. I told her about my situation and she asked if I had the broken glasses with me. I reluctantly handed her the box. Two minutes later she walks back over to me and says there is a possiblity she can pop out my lenses and they may have a pair that will fit them. 5 minutes later she hands me two pairs of frames and asks which ones I'd prefer... Another 5 minutes later... I have a brand new pair of glasses! The best part? $40. And I like these frames even better than the ridiculously expensive Gucci frames that bit the dust. I'll be back Costco Optical!! I'll be back! Yan is the BEST!!! read more

My experience was horrible. I went in to purchase glasses for my mother. The staff basically ignored me standing there for about 15 minutes despite the fact that there weren't any other customers. Chatting amongst themselves about personal life matters such as going out last weekend. Even worse they ignored me as I tried to ask to see a pair of glasses. By the time I was helped the woman was rude. She tried to sell me the scratched up display at full price. Only after saying she had to order the glasses because they had none in stock. When I asked how long it would take to receive the ordered pair she said "I don't know maybe a week, or two. I then decided to take my business elsewhere. I won't be going there again. read more

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

I LOVE MY COSTCO...a week ago I had such a horrible experience with my own Opthamologist here in Alameda. On two tries my Opthamology could not get my new glasses right. Since I had already paid out of pocket $261 I figured they should at least get it right the second time around. I had one free fix...the glasses still was not right. They told me I would have to pay another $350 to fix the problem ( a total of $611). I was furious with them. I ask for my script and took it to costco. I can not begin to tell you how HAPPY I am with my glasses. Costco got it right the first time ($130 out the door). Not to mention the service at Costco was outstanding. I am never buying glasses from my Opthamologist again. I am giving Costco all my eye business from here on. Thank you Costco.....thank U read more

Fist off i would like to say the optometrist office is great and helpful but outside of that where you buy your frames is a nightmare. It is the the absolute worst place i have ever been to i cant stress enough to anyone who wants glasses to NEVER come here. Fist of all i had no help at all what so ever to pick out a frame and this was a first time buying frames for myself. So i picked the wrong frames and had to come back because i couldn't see out of my glasses and went back a week later. I tried to pick out new glasses when i asked for help the girl looked pissed that i asked her. So she just points out the frames i needed. Then for some reason i couldn't exchange my glasses because i needed an update on my prescription even though i just got a new one a week before so they tell me to come back tomorrow at 6, So they refunded my money. I come back the next day at the time the girl told me, and the place was closed. Irritated i still had to come back a week later to ask for that "update" and the girl in the optometrist office was confused because she said they shouldn't have told me that and she was very sweet and willing to help me, but unfortunately she had to go back to her office. So later I buy a new frame and i still cant see out of them.... And they didn't adjust it to my face correctly since they seemed in a hurry to get me out and seemed beyond pissed that they even had to help me which made me a little scared to take my time. So i have to go back. I went back again to see why i still cant see out of my glasses, i wanted a refund but the girl there said no refunds even though the manager said i could have one while i was on the phone a while back when i was having issues. She looked at my glasses and gave me a cheap explanation to why i cant see out of them. Im going to give them another chance (which i feel like im going to regret) and make an appointment with the optometrist to see if its the frames or the prescription. Over all please, just don't bother going here the girls obviously hate their jobs and their customers and makes me hate that place with their unhelpful angry attitudes. read more

yes if i can only give negative i would! The receptionist and most of the workers are always cranky like damn seriously we can't ask question?! we are paying customers we're not getting our glasses for free.i know you guys are tired but there no reason to be rude if u don't want you job then look for some job that will suit your attitude! smdh read more

I called to make an appointment. The receptionist thought I was on hold, I could hear complaining about me changing my mind about appointment dates, then they started gossiping about people at a wedding. They were swearing and disparaging everyone at this wedding. Meanwhile, I was left on hold to hear all this. When she came back on the phone, she told me I was all set and quoted back the wrong date. I reminded her of the latest date we had agreed upon. She said sorry, but we had changed the dates many times. I confronted her that I had heard how much it bothered her and commented on how much they like to gossip and use foul language. I could hear the panic in her voice. My Husband and Son showed up to their appointment. The receptionist said their appointment was on Friday, they had missed it and would be charged. Basically the original receptionist that booked my appointment panicked when I confronted her, forgot to change my appointment to the date we agreed upon. My Husband and Son wasted their day because they refused to see them. read more

So I went here with my perfectly lovely glasses and asked if they could put new lenses in them. I was told that since the paint is chipped, they were unwilling to give me new lenses. read more

I never imagined in a million years that a high-volume optical shop can give such wonderful service. The two staff I met at this Costco Optical Shop delivered unparalleled service, on top of the lowest price I have ever seen. I was unhappy with the new glasses I got from my old optical shop in Oakland. The left screw on the frame does not , and can not, go in all the way and the there is a triangular gap where the upper and lower frames meet. Obviously the left lens is not polished right and is too big for the frame. I do not want to go back to that optical shop because if you read my other review, you will know that they will undoubtedly say it is customer's fault. So I will just shop for a new pair of glasses elsewhere. Well, I stopped by the Costco Optical on Davis Street after shopping for some groceries. I did not intend to buy my new glasses there, just browsing. The selection of glass frames was somewhat limited and I was ready to leave. Then a female staff "Chona" walked up to me and asked me questions on my preferences, etc. She was able to find two pair of glasses that I like. My wife said they looked way better than the one I was wearing. I selected the one with spring hinges and it is very light-weighed and comfortable. I ordered the best lens with all the trimmings (non-reflective, extra-thin, transition, polished rim, etc.). The total price, even without insurance, is significantly cheaper than my old optical shop with insurance subsidy! For comparison, the optical shop in Oakland quoted me $14 for polishing the edges to make the lens look thinner. Costco Optical charge only $10 for the same service. A whopping 40% price difference. Chona said my glasses would be ready in 2 weeks. I got my glasses in just 10 days. They called me without me chasing after the glasses. Well, the unparalleled service did not end when the sale was completed. I scratched my right lens because I used a rough towel to clean it after subjecting my glasses to some unusually high heat. I took my glasses to Costco to show them the problem. I was helped by "Yan". She politely said it would be best if I could avoid exposing my glasses in steaming hot environment in future because it could soften and damage the lens coating. She immediately send my glasses to their lab to replace the scratched lens. After only 10 days, I got an automated call informing me that my glasses are ready. Yan was there with a smile when I picked up my glasses, now with a pair of brand new lens. Costco Optical replaced both lenses for free! How could another optical shop top service like this!!!! Excellent Service! Wonderful Prices! read more

Go somewhere else to buy your glasses. Anywhere else is better than this. There isn't a great selection. The people who work the optical department must get a good commission on frame sales because they push and push you to buy more frames. When I ordered my glasses, the guy didn't check my pupillary distance. I asked if he needed to do it, and he said it was on my presciption. I checked my prescription as I walked away and didn't see it anywhere and pointed this out. He looked, said it was calculated from the prescription. My PD is 68.5. He had it listed at 53!!! He reluctantly measured it at my insistence, was unsure of his reading, and had another person double check and correct his measurement. I got a call within a few days to pick up the glasses and only one pair was ready, which was frustrating since it's a pain to get over here and deal with their parking lot. I got a call to pick up the second pair two days later. I was able to get over there yesterday for my prescription sunglasses. The ear pieces were broken and horizontally sticking out from the frame like a stretched V, nearly pulled totally straight out from the frames. I pointed out they were broken, and the woman without a word started heating them up and bending the heck out of them. She brought them back, still didn't say one word, and they still didn't stand a chance of actually fitting since they're broken. I said they should send them back and have them re-do it with a new frame since they broke them. She still didn't say anything, but took them to the other woman who was going to bend them in the center at the nose bridge!! I told her that the ear hinges are broken and bent. If she was going to bend them like that then I didn't want them and needed a refund. Both women insisted that putting my prescription in them bent the frames like that and that even if they re-did it with a fresh frame that it would still have the same result. I've worn glasses for 35 years, and that's a load of baloney. The first woman silently brought them back over and handed them to me like her coworker's ridiculous utterance would magically make them fit my head. I put them on the counter and said if that's true then they shouldn't have sold them to me in the first place and that I need a refund since I can't do anything with a pair of glasses that are broken and can't be worn. She said neither of them had authorization to do refunds, and I needed to come back either the next day or the day after that. I can't get back over there today and waited on hold with the optical department for over 30 minutes to speak with the supervisor, Yvonne. She is going to order a new frame and put these lenses in while I'm there and if it bends the hinges again then "they will see what they can do." Not happy that there isn't a promise of a refund if I'm not happy with the result. I only bought from Costco instead of an online service because I wanted to be able to pick them up in person, have them adjusted by a knowledgeable professional, and be able to return them if something went wrong. Do yourself a favor, learn from my experience, and stick with one of the many online discounted eyeglasses services who won't give you a hard time over their return policy. read more

First time getting glasses here, after I ordered my glasses, I told my friend about my new glasses and he said he got them there previously. When he brought his glasses to his optometrist told him that the lenses were the wrong prescription that was prescribed to him. So worrying about the same issue, when I picked up my glasses, I asked if they could check the prescription of the lenses to make sure it was correct, but the cashier said that they were already doubled checked at the manufacturer. Even after I told her my friend's story, she said no they have already been double checked. As we were leaving, another customer asked that same cashier if she could have her glasses check and she did it on the spot, which didn't take more than a minute to do. I went back to my optometrist to check the prescription and they were wrong. Then my optometrist mocked me and said, "There's 2 things you don't cheap out on: your eyes and brain surgery. (jokingly)" read more

I got some contacts and glasses from them last month. Yvonne was the person that helped me. Everything went smooth and fast. Great customer service! read more