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Costco Optical Department


poor service

Complaint Rating:  88 % with 25 votes
88% 25
Contact information:
1801 10th Avenue NW
Issaquah, Washington
United States
Phone: (425) 313-0965
Three weeks ago I went to Costco to order eye glasses. They have a numbered queue system, which should have been my first clue that they don't mind making customer wait a long time. When I arrived and took my number there were about six numbers ahead of me. More than 20 minutes passed before they finally called my number. The girls working there had served two young guys out of sequence. So not only do they make you wait, if the girls working there aren't interested in flirting with you then you wait even longer.

Finally I was able to get service and within a few minutes was able to place my order with them.

They told me that my order would be filled within two weeks. After three weeks I called them to find out what was going on. To which they responded that my glasses had been ready since December 4th, but I never got a call.

I drove the 30 minute to Issaquah to pick-up my glasses. When I arrived there were dozens of customers in the queue in front of me. From my previous experience I knew that this meant that my wait would be nearly an hour. Since all I wanted was to pick-up my glasses, I asked the connected optometrist's office to help me collect my glasses. They were only too happy to inform me that none of the four people standing around doing nothing could help me.

Since I could not wait, I went back to my office and called them to ask that they mail my order to me. They informed me that there is a $5 charge for this and that I can only pay with American Express. I don't have an America Express card so they told me that I can drive the 30 minute back there and wait in line to pay the $5 fee.?? In response to this I canceled my order. This seemed to delight the girl I was speaking with. However, she initially informed me that they could only refund to an American Express card. When I reminded them that I can accept a check they finally agreed to mail me a check.

Upset with having wasted so much time and been treated so poorly, I attempted to file a complaint through the Costco web site. However, the complaint page is broken. Based on my experience, the fact that they have no means of collecting customer feedback is not a surprise.

In Summary:
- Extremely long wait times.
- Aloof, indifferent, and downright rude staff.
- Poor customer service policy.
- Broken customer feedback web page.
Complaint comments Comments (2) Complaint country United States Complaint category Vision, Glasses, Lenses


Sort by: Date | Rating
D  13th of Jul, 2010 by    +1 Votes
You sound like a very impatient person that expects to be waited on right away! In your eyes, other people are not important to you. Would you rather stand around without a ticket number and just assume that the employee's are "mind readers" and know exactly who was next in turn? God forbid they skip over you in line! And may I remind you that no one forced you to buy your eyeglasses at Costco. If the line was too long (for you) on your first visit, then go elsewhere!

As for the shipping fee, why do you feel that you should not pay? Because you decide you don't have time to stick around and pick up your eyeglasses? Are you THAT much more important than the other customers who DO wait patiently for their turn in line? And as far as the doctor's office tech's who were just "standing around doing nothing"... first of all, they are not affiliated with Costco, therefore THEY ARE NOT ALLOWED to dispense any eyewear from the optical department. Furthermore, if you read your laws they need to be certified/licensed to dispense eyewear. Just the same as working in a pharmacy...not just any employee can dispense your medicine to you. They do not hold any kind of licensing because they work under the doctor's license!

Did you ever stop to think that maybe the two guys (that they supposedly took out of turn) were already being waited on, and the employee was coming back to see if they were ready to place their order? I am an optician and when customers are still selecting a frame (and not ready yet) I DO let them browse a bit while I go to the next person in turn. THEN I go back to check on the previous customer to see if they need more help, or if they're ready to place their order. I do not make them wait in turn again!

You call to cancel your order over the phone? How else would you have liked them to refund your money without being present? Shove it through the receiver? It sounds to me like the employee was trying to make it convenient for you by stating that they could do a refund with an AMEX card over the phone, so that God forbid you don't have to come in again and stand in line. I agree that she probably was happy to give you the refund, or should I say relieved? So they didn't have to put up with you anymore! People like you disgust me! There are more things in life to be concerned with, than complaining about standing in line. You should be thankful that you're not on your death bed! Next time you are in the market for eyewear, go to a private shop and spend 3x the amount of money for your eyeglasses, and leave the hard working optician's at Costco alone!
D  21st of Apr, 2011 by    +2 Votes
LV_OPTICIAN is my hero :) I couldn't have said it better myself.

The original poster is the same type of person that will cut you off in traffic because they *think* they are more important than you are, or that their time is more valuable.

Original poster says: downright rude staff -- there's no evidence of this in the post, you were inconsiderate of others; I'd bet you were rude to them when you talked to them however.
Original poster says: extremely long wait times -- according to your post, you waited for 20 minutes? Oh my...
Original poster says: poor customer service policy -- what, because you had to take a number and wait for 20 minutes?

I shop at Costco and recently purchased glasses from them -- very glad you weren't in my local store; because I would have told you WHERE TO GO--and precisely how to get there.

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