Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

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kjvmartin
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Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by kjvmartin » Sat Nov 18, 2017 6:52 pm

I've had my new glasses since Monday.

I've been wearing glasses since I was about 8 years old and I'm in my mid 30s now. Blind as a bat without my Rx. This year, my Rx changed a smidge and my frames were two years old, so I decided to use up my insurance benefits (just about to change jobs). I've got a fairly sizable face, am 6'4, and tend to be active when it comes time for various training events - work in law enforcement. Long distance vision is paramount for firearms qualification.

Since I can remember, I've purchased my Rx at Lenscrafters. The cost is usually about $300-$500 for high index anti-reflective lenses in frames. On the recommendation of a relative, I tried Costco Optical this year for the first time. I found a frame called "Police" and the store sample fit like a glove with a look that suits my face. It's important that I get a snug fit. Can't be pushing my frames up my nose sweating during firearms training. I explained my needs to the salesperson and they sent my order out. I asked if they were high index, the best and thinnest possible lenses, and she was clear that they were. $55 total after insurance. The glasses arrived at Costco Monday and I picked them up right away.

Wow! They are the thickest lenses I have worn (or possibly seen). Apparently the level of "high index" I was accustomed to, they don't carry them or recommend them due to their cost. Glad they told me this after the fact, eh? The frames were flanged out on the sides at a 95-100 degree angle. At first try on, the glasses nearly fell off my face onto the floor. The salesperson said the thickness of my Rx caused some distortion to the frames and tried to adjust them. I must have given them back to her 10 times. In order to get them to stay on my face they were severely tightened in behind my ears. About an hour later I was in pain until I could go back after work the next day. They loosened them. Then they were moving all over my face. I've been through this cycle for 5 days now and today I stopped by the mall to see if Lenscrafters could do a satisfactory adjustment. They said there was no way to get that frame comfortable on my face and that I should never have been sold that level of "high index" glasses with my Rx strength. My prior lenses with nearly the same Rx were about three quarters the thickness of the new ones. Makes a huge difference in terms of weight and frame fitting.

Back to Costco I went. The manager declined my request to return them, since they would be taking a total loss on the Rx (I also have an Rx identical sunglasses pair from them that is useless and even thicker looking). They offered me a remake with a different frame. The selection there is not adequate. Due to the thickness of my lenses (especially there), I really need a "bold" plastic style rim. I also need some sort of grip back near the ears to keep things secure. They have nothing remotely close to that in stock. So, I left Costco unsatisfied. I'm going to send a letter up.

Anyone had success getting an issue resolved with Costco Optical?

Nate79
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Nate79 » Sat Nov 18, 2017 7:01 pm

That sounds very frustrating. I am quite surprised Costco didn't help you out. I've returned everything from mattresses to fruit without a peep from Costco customer service. That is what makes them great. I agree that you should try to escalate but I'm not sure how. Will be interested to hear other opinions.

HIinvestor
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by HIinvestor » Sat Nov 18, 2017 7:16 pm

I’m so sorry you’ve had a problem. I’ve never had issues and all 4 in our family have been getting glasses there regularly for the past few decades. When we are not happy, we get a full refund, no hassles.

I’m surprised you are having difficulty and would ask to speak with the manager of the optical department and then the manager of the store.

I’ve actually had poor experiences with Lenscrafters but never with Costco.

strafe
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by strafe » Sat Nov 18, 2017 7:20 pm

I once bought prescription glasses fron Costco and would never do it again or recommend to anyone. The lenses — which they told me were their highest quality — had unacceptable levels of chromatic aberration and distortion. Their $10 3-pack of reading glasses (same prescription) had better optical quality.

barnaclebob
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by barnaclebob » Sat Nov 18, 2017 7:23 pm

Call their corporate customer service line. Did you talk to the store manager or the eyeglasses manager? Maybe compromise and accept store credit if you shop there regularly.

kjvmartin
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by kjvmartin » Sat Nov 18, 2017 7:43 pm

barnaclebob wrote:
Sat Nov 18, 2017 7:23 pm
Call their corporate customer service line. Did you talk to the store manager or the eyeglasses manager? Maybe compromise and accept store credit if you shop there regularly.
The eyeglasses manager sold, delivered, and adjusted the glasses. She was also there today and said their policy is no returns, 1 remake one time only per member. When they told me they were selling "the best high index lenses" they meant the best ones that they carry. In fact, it's the only lens they sell. It's just a lesser quality product then available elsewhere. Absolutely fine for a mild to average Rx. I'm "borderline" not even eligible for this type of lens. The coating is also not as good in terms of glare vs. Lenscrafters lenses I've always worn. The result seems to produce little more halo effect around light fixtures. I understand the price difference may be worth it to some, but it's an "every waking moment" issue for me.

I learned the technical terms. I have been wearing a 1.74 high index lens for a decade or so. The new lens is 1.67 high index. I was under the assumption when Costco told me they were selling the "best available" lenses that it would be at least as good as what I already wore.

kjvmartin
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by kjvmartin » Sat Nov 18, 2017 7:43 pm

barnaclebob wrote:
Sat Nov 18, 2017 7:23 pm
Call their corporate customer service line. Did you talk to the store manager or the eyeglasses manager? Maybe compromise and accept store credit if you shop there regularly.
I'd happily take store credit, but I want my insurance benefit back as well.

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by harrychan » Sat Nov 18, 2017 8:15 pm

I would try another Costco. I also recently got glasses at Costco and the prescription was too strong. I tried a few weeks to see if I would get used to it but I still got minor headaches. Busy-ness got the best of me and I didn't get a chance to go back to ask for a lower prescription till past the 3 month warranty period. They happily redid the lens for me with lower prescription I got from another test.
This is not legal or certified financial advice but you know that already.

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Cheyenne » Sat Nov 18, 2017 8:21 pm

We both got new glasses at Costco this past year and we also both were not satisfied with the lenses. They provided another exam (2) with the optometrist and new lenses at no additional charge.

joeblow
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by joeblow » Sat Nov 18, 2017 10:20 pm

Never had an issue with Costco optical, but Costco has typically gone out of the way to accommodate any "complaint" we've had. We spend a lot of money there and have returned things years after purchase at their own suggestion (e.g. I simply wanted proof of purchase to deal directly with the manufacturer and they insisted I just return the item and get a new one).

I would speak with the store manager first and then try a different Costco, explain the situation, and hope they try to earn your business.

Ruger
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Ruger » Sat Nov 18, 2017 10:44 pm

I would ask to speak to the manager of the store, not the optical manager. Costco has very liberal return policies so I don't understand why optical is being reluctant.
Is the size of the new lens the same as the old? The larger the lens is, the thicker and heavier it's going to be.

rbslos36
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by rbslos36 » Sat Nov 18, 2017 10:52 pm

I developed an eye disease two years ago. A year after two surgeries it went away on its own. May prescription was way off and required two changes. The Costco Optical Manager graciously replaced two pairs at no charge. This is actually a policy of the company.

I would first take them back to a different Costco. If that doesn't work I would appeal to the regional or corporate office. Good luck.

sambb
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by sambb » Sat Nov 18, 2017 10:58 pm

sometimes, the costs savings isn't worth it - you get what you pay for.
I'd move on to another pair.

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Gort
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Gort » Sun Nov 19, 2017 12:15 am

You seem to have continual problems with service providers in the optical field. In a different thread you complained about the extra fee charged to get your wife's eyeglass Rx from her ophthalmologist. Where did you get your eyeglass Rx? Did you get it from Costco or elsewhere? If you're not happy with the Costco eyeglasses perhaps you could see what your wife's ophthalmologist's optical department has to offer. Good luck!

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by carolinaman » Sun Nov 19, 2017 6:26 am

I am a long time Costco optical customer. They have been fantastic for me. On 2 separate occasions, I damaged my glasses and they replaced them with no charge, even though I told them it was my fault. Your situation is different in that Costco apparently cannot provide what you need. Even so, when they cannot, they should man up and give you a refund. Perhaps you need to go above the optical department to the store manager to see if you can get this resolved. This is so unlike Costco and I have to think their superiors will satisfy you. Good luck!

totallystudly
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by totallystudly » Sun Nov 19, 2017 7:36 am

Get your prescription and pupilary distance and go to zenni or goggles4u or any online company and get your frame measurements and pay 1/10th the cost for glasses from now on

Glomar
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Glomar » Sun Nov 19, 2017 9:03 am

I would insist on a refund and go elsewhere. It doesn't sound like those frames, with your prescription lenses in them, can ever be adjusted to fit you properly. I think Costco should acknowledge that this is not acceptable.

I'm no expert but I also have a strong prescription and have experienced the same issue (to a lesser extent). I think that to make the lenses work properly (optically), they have to flatten out the part of the frame that holds the lenses, but this means that the ear pieces then splay out.

Things that have helped me find glasses that fit, with my strong prescription, are:

--High index lenses. As you have found, Costco does NOT have the highest/thinnest available. Now you know and can make sure to always ask for 1.74.
--METAL frames not plastic. In my experience they can better adjust metal frames. I also find the plastic frames, which don't have nose pads, more often slip down my nose.
--Choose as small of a frame that you can be comfortable with (I'm talking about the size of the lenses). Lenses are thickest at their edges, farthest away from the center - so if you minimize the overall size of the lenses, then this also helps with the thickness issue and also (I think) the need to splay out the ear pieces. It's a compromise. You need to decide for example if it is going to really bother you to look down and not be looking through the lens anymore, or if you are willing to sacrifice field-of-view to avoid coke bottle glasses... :happy

kjvmartin
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by kjvmartin » Sun Nov 19, 2017 1:58 pm

Gort wrote:
Sun Nov 19, 2017 12:15 am
You seem to have continual problems with service providers in the optical field. In a different thread you complained about the extra fee charged to get your wife's eyeglass Rx from her ophthalmologist. Where did you get your eyeglass Rx? Did you get it from Costco or elsewhere? If you're not happy with the Costco eyeglasses perhaps you could see what your wife's ophthalmologist's optical department has to offer. Good luck!
My wife got that issue resolved with a refund from the ophthalmologist. They acknowledged they were unclear in their pricing policy and didn't have it in writing. I think it may have been an honest mistake on their part. Her very mild -1 Rx was absolutely fine and inexpensive to purchase at Costco. This was my wife's first ever eye exam and glasses, so she just assumed to ask her doctor for a referral and went there.

As for me - I normally have always done Lenscrafters for all of my eye needs, but I did the whole experience w/ exam + this year at Costco. I had no issue with their exam. The measurement machine was computerized and the optometrist seemed thorough. That part was great. $5 VSP copay.

The problem this year was in the optical sales department. My lens can be ordered at Costco, but it's going to be an order of magnitude thicker than the higher index lens I normally get. They examined my previous lens prior to ordering my new one, but this was not explained to me at all. To me high index = high index. I'm still working on a refund, sent an e-mail to corporate, and will try visit there again this week. I'm moving across the country in a few days (expensive too!) and was trying to save money on eyer stuff this year. If it had been the same price for the same lens, win win. It's a cheaper price for a much lower quality lens than available elsewhere.

quantAndHold
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by quantAndHold » Sun Nov 19, 2017 2:02 pm

Is this actually because Costco doesn't sell the lens you want, or your vision insurance won't pay for it?

I've had problems with vision insurance before, but not with Costco.

BTW, just for clarity...an order of magnitude is 10x. Are you really saying the Costco lens is 10 times thicker than the Lenscrafters one?

kjvmartin
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by kjvmartin » Sun Nov 19, 2017 2:04 pm

Glomar wrote:
Sun Nov 19, 2017 9:03 am
I would insist on a refund and go elsewhere. It doesn't sound like those frames, with your prescription lenses in them, can ever be adjusted to fit you properly. I think Costco should acknowledge that this is not acceptable.

I'm no expert but I also have a strong prescription and have experienced the same issue (to a lesser extent). I think that to make the lenses work properly (optically), they have to flatten out the part of the frame that holds the lenses, but this means that the ear pieces then splay out.

Things that have helped me find glasses that fit, with my strong prescription, are:

--High index lenses. As you have found, Costco does NOT have the highest/thinnest available. Now you know and can make sure to always ask for 1.74.
--METAL frames not plastic. In my experience they can better adjust metal frames. I also find the plastic frames, which don't have nose pads, more often slip down my nose.
--Choose as small of a frame that you can be comfortable with (I'm talking about the size of the lenses). Lenses are thickest at their edges, farthest away from the center - so if you minimize the overall size of the lenses, then this also helps with the thickness issue and also (I think) the need to splay out the ear pieces. It's a compromise. You need to decide for example if it is going to really bother you to look down and not be looking through the lens anymore, or if you are willing to sacrifice field-of-view to avoid coke bottle glasses... :happy
Many good points, thanks

High index is an absolute must for me. Simply a tax I must pay for my inherited bad genes! LOL!

I have generally found hybrid frames to be best, with metal and plastic. The frames they sold me are 100% plastic, but the stock store sample had demo lenses in them. They transformed into a different size/shape/feel with my lenses in them.

As far as SMALL frames, you are most right. Apparently BIG FRAMES are in style right now. The pair I got is huge, which would be fine with me if they fit.

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Lonestarz » Sun Nov 19, 2017 2:09 pm

I always get contacts from Costco but their optical department is under separate management. I have had some issue with the optical department but the store management stepped in and resolved the issue.

Dunno about their glasses.

kjvmartin
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by kjvmartin » Sun Nov 19, 2017 2:09 pm

quantAndHold wrote:
Sun Nov 19, 2017 2:02 pm
Is this actually because Costco doesn't sell the lens you want, or your vision insurance won't pay for it?

I've had problems with vision insurance before, but not with Costco.

BTW, just for clarity...an order of magnitude is 10x. Are you really saying the Costco lens is 10 times thicker than the Lenscrafters one?
Costco doesn't carry the lens generally recommended for my Rx strength. The lens I paid for would only ever be recommended by most shops if there was a strict budget concern.

Insurance is not an issue. My cost without insurance would have been $139.99. Insurance knocked it down to about $50. Similar frames with the lenses I actually need at Lenscrafters are usually $500-600 before insurance then I end up paying around $400 out of pocket depending on frame style.

I didn't know the dictionary definition of order of magnitude. Thank you for the lesson :D I will just say they're beyond different and beyond my level of comfort tolerance for being on my face 16 hours per day. The 2 settings seem to be dangerously loose or pinching & pain.

quantAndHold
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by quantAndHold » Sun Nov 19, 2017 2:28 pm

My experience with vision insurance is they force the optician to use a particular lab, and the lab will only have a limited selection of cheap lenses. For several years before I had the eye surgery, I just paid out of pocket for glasses even though I had VSP, because the lab VSP used was useless. I usually went to Costco, paid for it myself, and it was fine (prescriptions were in the +9 range).

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Gort
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Gort » Sun Nov 19, 2017 4:45 pm

kjvmartin wrote:
Sun Nov 19, 2017 1:58 pm
Gort wrote:
Sun Nov 19, 2017 12:15 am
You seem to have continual problems with service providers in the optical field. In a different thread you complained about the extra fee charged to get your wife's eyeglass Rx from her ophthalmologist. Where did you get your eyeglass Rx? Did you get it from Costco or elsewhere? If you're not happy with the Costco eyeglasses perhaps you could see what your wife's ophthalmologist's optical department has to offer. Good luck!
My wife got that issue resolved with a refund from the ophthalmologist. They acknowledged they were unclear in their pricing policy and didn't have it in writing. I think it may have been an honest mistake on their part. Her very mild -1 Rx was absolutely fine and inexpensive to purchase at Costco. This was my wife's first ever eye exam and glasses, so she just assumed to ask her doctor for a referral and went there.

As for me - I normally have always done Lenscrafters for all of my eye needs, but I did the whole experience w/ exam + this year at Costco. I had no issue with their exam. The measurement machine was computerized and the optometrist seemed thorough. That part was great. $5 VSP copay.

The problem this year was in the optical sales department. My lens can be ordered at Costco, but it's going to be an order of magnitude thicker than the higher index lens I normally get. They examined my previous lens prior to ordering my new one, but this was not explained to me at all. To me high index = high index. I'm still working on a refund, sent an e-mail to corporate, and will try visit there again this week. I'm moving across the country in a few days (expensive too!) and was trying to save money on eyer stuff this year. If it had been the same price for the same lens, win win. It's a cheaper price for a much lower quality lens than available elsewhere.

Glad you got your wife's issue resolved. Dealing with all the different providers and products in the optical industry can be frustrating to the consumer! Costco should have explained their policy better to you. I'm surprised they are taking such a hard line with you. I used to wear coke bottle glasses when younger till I got contacts and eventual refractive surgery. I know what you are experiencing trying to get a thinner lens having been there myself! Many years ago when large frames and tear drop aviator glasses were in style I could never get those given my high prescription. I always had to stick with the John Lennon style of small, nearly round frames. For awhile I was in style!! Again, good luck to you!

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by willthrill81 » Sun Nov 19, 2017 6:37 pm

If you paid for the glasses using a credit card, you could dispute the charge with your credit card issuer. It's possible that they'll reverse it and take up the issue with Costco themselves.

That being said, I'll bet that the fine print for Costco's return policy is that eyeglasses are non-refundable since they are customized and cannot be sold to anyone else.
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kjvmartin
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by kjvmartin » Sun Nov 19, 2017 9:41 pm

willthrill81 wrote:
Sun Nov 19, 2017 6:37 pm
If you paid for the glasses using a credit card, you could dispute the charge with your credit card issuer. It's possible that they'll reverse it and take up the issue with Costco themselves.

That being said, I'll bet that the fine print for Costco's return policy is that eyeglasses are non-refundable since they are customized and cannot be sold to anyone else.
Going to request a thread close.

Contacted corporate who arranged me to meet the store manager. Five minutes of explanation later and they issued a full refund. My insurance may take time to reflect the change.

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by LadyGeek » Sun Nov 19, 2017 9:45 pm

It's good that you got your refund, but let's keep the thread open. It's always possible that someone may want to provide additional insight or ask further questions.
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by PaddyMac » Mon Nov 20, 2017 2:16 pm

I bought sunglasses once from Costco - NEVER again. I told the woman as soon as I put them on that there were fuzzy, and she said "you'll get used to them". After many headaches and a few weeks later, I asked the Costco optician to check the prescription. They were completely wrong (+1 instead of -1 or maybe vice versa, whatever, completely wrong!). They were also very thick lenses. They were cheap but waste of money as I hated them.

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Wing0125 » Sun May 27, 2018 2:31 pm

Husband didn't listen to me and went to Costco for his eyeglass prescription. They did it WRONG. My son had to get glasses yesterday, so I told them to go to our regular optical place because we still had a credit there anyways. I told husband to have them check his glasses to see if the prescription was done correctly. How does one put the focal point on eyeglasses a full cm to the side. Telling people that it will take some time to adjust to the new glasses.... He had them on for a half hour, and it took 3 hours for his eyes to reset.... And when he called to tell them there was a problem, the woman didn't care. Told him that they don't do returns... and he had to do another eye exam to get a new prescription. It wasn't a prescription problem. It was the optician who screwed up the prescription. If the Pharmacist screws up how they do their job, they have to correct the error. How is this any different?

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by mrc » Sun May 27, 2018 4:35 pm

Wing0125 wrote:
Sun May 27, 2018 2:31 pm
Husband didn't listen to me and went to Costco for his eyeglass prescription. They did it WRONG. My son had to get glasses yesterday, so I told them to go to our regular optical place because we still had a credit there anyways. I told husband to have them check his glasses to see if the prescription was done correctly. How does one put the focal point on eyeglasses a full cm to the side. Telling people that it will take some time to adjust to the new glasses.... He had them on for a half hour, and it took 3 hours for his eyes to reset.... And when he called to tell them there was a problem, the woman didn't care. Told him that they don't do returns... and he had to do another eye exam to get a new prescription. It wasn't a prescription problem. It was the optician who screwed up the prescription. If the Pharmacist screws up how they do their job, they have to correct the error. How is this any different?
I couldn't believe how poor my second pair of Costco glasses felt. Turns out (after a visit to my optician for a measurement) that Costco made them with a prism. Not something one would ever "get used to." I explained the glasses didn't match the Rx, and they gladly remade them. Yes, the delay was frustrating. Yes, you must return to the store and not just call about problems. But I do not consider a $325 difference in price trivial either.
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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by Gnirk » Mon May 28, 2018 1:34 am

strafe wrote:
Sat Nov 18, 2017 7:20 pm
I once bought prescription glasses fron Costco and would never do it again or recommend to anyone. The lenses — which they told me were their highest quality — had unacceptable levels of chromatic aberration and distortion. Their $10 3-pack of reading glasses (same prescription) had better optical quality.
I’ve had the same experience. As much as I love Costco, I will never buy prescription glasses from them again. The lenses in my glasses also had distortion, almost as if they allowed only a very narrow band of prescription across the center of the lens. Previously, and since, I’ve always purchased my prescription glasses from Group Health, now Kaiser. No bad experiences there.

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Re: Costco Eyeglasses - No satisfaction guarantee. Any chance of resolution?

Post by jeffyscott » Mon May 28, 2018 6:06 pm

kjvmartin wrote:
Sun Nov 19, 2017 2:09 pm
Costco doesn't carry the lens generally recommended for my Rx strength. The lens I paid for would only ever be recommended by most shops if there was a strict budget concern.
What is your Rx, mine is -9 on spherical which is pretty strong, like the worst 1% of the population. The 1.67 is fine with regards to thickness for me. Do you have a very wide frame, perhaps? Mine are 51 eye size and 17 bridge.

I previously had trivex (also not offered by Costco) which is only 1.53, but actually lighter than any high index material for most Rx due to the lower density of the material. I preferred the trivex for it's better optical properties and the thickness was okay with me, I am not bothered by that and it is somewhat hidden as I prefer plastic frames.
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