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 wasnt 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 couldnt 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 Id 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 didnt think so. I wouldnt 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 theyd 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 Ive 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 its not. But I was certainly impressed with how they handled the situation and it made me more likely to make other major purchases there.

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