ENVISION OPTOMETRY (at COSTCO)

If I could give 0 star, I will. They lost my daughter's frame which I bought from a store near my house without any apology.There was hidden fee $20 to order the lens which they did not tell me when I called. I dealt with the employee name Feli. She said the store did not responsible for any damage to my frame. She also said that the store did not warrant the defect of the lens made.At first, I did not want to waste my time since I was already there. Then I let Feli manage to order the lens for my daughter. She used a pen to do some marks on the glasses on the frame. When I went back home I thought the way she did was very unprofessional and could easily make an error. I went to the store the other day to cancel my order. Feli said the frame was sent to Montreal to have the lens install. She told me the frame would be shipped back in a few days. When called to ask, she kept telling me that she would call back which never happened. Feli have we wait for the frame more than a week for nothing without any apology.My husband called to talk with the store manager who agreed to reimburse me the money equal to the frame I paid. When I went to the store to meet Feli, she told me to wait for her at the counter. I waited there for a while, wondering why it was so long. Then I followed her and saw her came out from the washroom instead to go to the manager. Then she went to the manager room to have the cheque signed which took less than 5 minutes.I took my daughter to another store. Luckily, she could find the new frame she liked and paid $50 more for the eyeglasses with all warranty for 1 year.I just want to share my worst experience ever at Costco Optical Richmond expecially from employee named Feli.

The optometrist here is very professional

I looked high and low for frames and Costco had the best selection, and honestly the prices were great, even for their designer frames. I saw prices at least half of what the cost was in other stores for the exact same frames. The service is also amazing here, all of the staff all have qualifications and are not just regular sales staff.. and they don't work on commission. The service was the best here out of any of the many stores that I went to. Next time I need frames and lenses, I'll be going here.. I'm really happy I heard someone say to check Costco out. If you are looking keep in mind that the selection is always changing and different locations have different frames..

Rude workers at the front desk - tried to give phone numbers to order contact lenses (I’ve bought them there before) and when they didn’t work I tried giving different names it could be under. For context, my legal first name is listed as my middle name on the prescription but my middle name is listed as my first so I gave both. The cashier (red hair, glasses) sassed me and told me to provide my correct name cause she wouldn’t know.. which Costco screwed up the naming convention on the prescription. Extremely disappointed and will not be returning.

The worse service available.