Still Great Customer Service from Costco

A couple months ago I went in for an eye exam. My doctor said my prescription needed to be adjusted slightly (I should have told her the old one was fine in retrospect -- I could see completely well with it) and gave me a new one.

Over the next month I shopped all around looking for the style of glasses that I liked (and, more importantly, ones my wife and daughter liked/approved.) We finally found a set at Costco. I would have purchased the glasses there anyway since I was tired of looking for the right pair, but it turns out that the Costco glasses were the best price we could get (my wife had bought glasses recently and done the comparison.) Even though other places got more insurance money from our provider, Costco glasses were still the best net price. So it was a win-win to find great glasses at a good price.

We ordered the glasses and Costco called us when they were done. We picked them up a few days later and as I put them on, I noticed that something was "off". I attributed that to changing from one prescription to another. But as I wore the glasses the next two weeks, it wasn't getting any better. Then I got to the root of the problem: I could see marginally better far away, but my vision up close was worse. In fact, I couldn't even read my watch any longer.

So I went back to my doctor. They noted that the change in my new glasses was just in one eye compared to my old prescription and that the change was the smallest increment possible (the why change it, anyway?) But they did say that my sight should be better far away (which it was) but worse up close (which it was.) I told them I'd prefer to go back to my old prescription and they agreed that this was acceptable. I asked what I should do with the glasses (which, by the way, they had confirmed were made to their new prescription specifications) and they said that I should take them back to Costco for a new lense -- that it was common for Costco to make changes like this if needed.

I was skeptical. After all, Costco had done nothing wrong. They gave me the glasses I selected with the prescription as written. Would they really change my glasses for free? I didn't think so. I wouldn't have if it was my business.

So I went back to Costco, fully prepared to pay at least some sort of adjustment fee. I told them what had happened and there were no questions at all. The lady took my glasses and the new prescription and told me they'd call when the new glasses were in. They called us a few days later and we picked them up. Easy as pie!

Since I often complain when I get poor service, I also try and note when I've received good service from companies -- and this was an example of great customer service IMO. Perhaps it is common for eye providers to do what Costco did for me and perhaps it's not. But I was certainly impressed with how they handled the situation and it made me more likely to make other major purchases there.

Comments

[Luis]

I don't think you have to put an "IMO" on Costco's no charge lens adjustment. The example is a great customer service FACT!

Does Costco sell high end frames like Oliver Peoples or Matsuda? I maintain my practice of purchasing frames directly from my Optometrist just because I love his selection of frames. I never have to look long before finding several worthy of wearing. Now that would be a solution to your tiredness of looking for a new pair.

[Matt]

I love costco and amazon for similar reasons. We have had probelms with merchandise and return with both and have been pleased with both.

[Dogs or Dollars]

I will second/third Costco and Amazon. They are the exceptions to my 'No Big Box' rule because of their excellent CS and for being innovators in their marketshare.

[UltimateSmartMoney]

I never go into Costco hype mainly because I do not buy much in bulk. Although people usually think buying in bulk saves money and this is true as long as you end up using all of them. I think Target stores actually have comparable prices or maybe better prices than Costco in grocery items and you don't even gave to buy them in bulk.

[Paula1849]

Another Costco fan. When I needed glasses I did my research too, and found that they had the best price with excellent quality. A big deal since we don't have insurance.

But it makes me feel really good that you guys made the same decision!

[Kolton @FMT]

Costco is a great company, and will be around for years to come. For the fact they have great customer service. I don't know why you said "I wouldn't have if it were my business" Consumers are any businesses number one asset, and keeping them happy is one major aspect to stay in business.

[Gene]

I ordered a pair of lined bi-focals through my eye doctor with their office stating that if I didn't like them that I could switch back to the regular lenses. I did not like the bi-focals so the eye doctor ordered them with just regular lenses. The change did not cost me anything.

It seemed to me that it must be a common practice to allow at least one lense change when ordering new glasses. Does anyone know if this is a common practice?

[Customer]

Costco no doubt is a great company..but lately their customer support has been very poor..I heard they are revamping them to target aggrieved guests..