Costco optical customers face frustration trying to schedule eye exams | Official Website of Louis Velazquez, entrepreneur, finance guy and tech innovator

There’s a reason Costco boasts a 92.1% renewal rate across its U.S. and Canada memberships. The company offers a huge range of services designed to offer members maximum value.

It’s easy to think of Costco as a place to save money on food and household essentials. But as a 20-year Costco shopper, I can tell you that a membership is about much more than buying giant jars of peanut butter and saving a few dollars on paper towels.

Over the past couple of decades, I’ve had my tires changed through Costco, booked a cruise, and even used Costco’s home services when installing a home generator.

That range of services is what makes my membership even more valuable — so much so that I don’t even think twice about paying that fee.

And clearly, it’s not just me.

Costco has had no problem with membership renewals despite raising fees. That’s because members often walk in for bulk groceries and leave realizing they can also buy hearing aids, fill prescriptions, and get eye exams.

Costco’s optical department, in particular, has developed a loyal following because it generally offers lower prices than many traditional eye care chains. Customers routinely praise the value of Costco’s glasses and contact lenses, and the company operates hundreds of optical centers across the country.

But there’s one glaring problem with Costco’s optical centers that the company needs to address.

Scheduling an eye exam at Costco can be painful

Costco has mastered many aspects of convenience. Members can now order groceries online, use the mobile app to track purchases, and even access digital membership cards.

Yet when it comes to booking an eye exam, the process often feels stuck in another decade.

I realized this recently when I tried to schedule an eye exam at Costco online and couldn’t.

There’s no centralized online system that allows members to easily search for appointment availability across Costco optical centers. Instead, what you have to do is contact individual warehouse locations directly because the optometrists operate independently inside Costco stores.

Now in theory, calling for an appointment should solve the problem. In reality, getting someone on the phone at a busy Costco optical center can be difficult, especially during peak shopping hours.

Some members report needing to physically visit the warehouse just to schedule an appointment in person. And I can tell you from personal experience that I had to call several times to try to get someone on the phone.

I wound up abandoning the idea of getting an eye exam at Costco and scheduled one at my local optometrist instead. I was willing to forgo the potential savings at Costco because the process of getting in for an appointment was too time-consuming.

Costco members have reported difficulty scheduling eye exam appointments.

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Costco has lagged in technology

Costco’s somewhat old-school approach to technology has long been a pain point among members. The company’s website experience leaves much to be desired. And the company has lagged behind competitors such as Sam’s Club in terms of checkout efficiency and fast order delivery.

The good news is that Costco knows it needs to step up in this regard.

More Retail:

“In the warehouses, we are achieving meaningful improvements in the speed of checkout and employee productivity, both as a result of our mobile wallet enhancements, pharmacy pay ahead, and the rollout of employee pre-scan technology,” CEO Ron Vachris said during the company’s second-quarter 2026 earnings call.

“We are investing in digital, and we think there are plenty of opportunities to continue to invest,” CFO Gary Millerchip added.

One of the clearest examples came late last year when Costco finally modernized its notoriously archaic cake-ordering process.

For years, customers had to physically fill out paper forms in stores to order cakes and deli trays. Costco has begun rolling out online and app-based ordering after years of complaints from members.

That change matters because it signals that Costco recognizes the importance of convenience. The same logic should apply to optical appointments, though.

Eye care is not an impulse purchase. Customers often need exams tied to work schedules, school calendars, or insurance deadlines. If booking an appointment becomes too difficult, it’s a huge turnoff.

Costco has, through the years, built plenty of goodwill with members by delivering value and reliability. Bringing optical scheduling into the modern era may seem like a small fix. But it’s the kind of improvement that could help keep members loyal in an increasingly competitive retail landscape.

Maurie Backman owns shares of Costco.