My name is James Estrada*Mbr* *************I bought two pairs of eye gl***es from Costc...

GetHuman-jisuest's complaint issue with Costco from April 2018

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My name is James Estrada*Mbr* *************I bought two pairs of eye gl***es from Costco which I've had for not quite a year now. That exact information you surely have on record. Tuesday evening on the **th of April this year while having dinner with friends my gl*** fell off while I was wearing them. No reason for this to have happened. At first I thought that the tiny ***** holding the left side bow support had worked it's way off with time but that was not the case. The hinge peg that is embedded into the bow by the Frame manufacture broke free causing my gl***es to fall off. Of all the gl***es that I have had in the p***ed including an older pair that I bought from Costco when I lived in California, I have never experienced nor have I ever heard of such issue ever happening to anyone. I am not abusive or did I do anything to these gl***es that would cause this to happen. The next day I went to Costco to report this issue and spoke to an ***ociate their in that department. She told me that Costco does not warrant the gl***es or the frames. I the her that to me it was surely a manufacture product defect. That Costco would be happy that replace my gl***es but at my cost. How could that be? I was not going to settle with that. I asked to see a manager but was told that the manager by the name of Neome was not in and she would be in next week. A male ***ociate was called to help with this problem. I was then told that the frames that I had were no longer made. That they were discontinued. That if the frames could be found at another Costco then they could put a hold on them and have the frames ****pped to our Costco here at the Kalamazoo store. IF that was the case I would still have to pay for the frames anyway. I still don't feel That I should be liable for defective product that was sold to me by Costco. The first female ***ociate who's name also is named Neome told us that she did find a Costco store that happened to have one set of fames of the same type and manufacture number. That's when I was told that I would still have to pay for the frames because of the policy stating no warrantee no replacement. They told me that I would have to come back in to talk to the department manager to determine the out come of my complaint. Today I received a phone call from the ***ociate by the name of Neome that the replacement frames that she found at another Costco store had been sold that day when I was there. They told me that they were going to put them on hold pending upon talking to the department manager Neome. She told me that she was sorry but unfortunately there was nothing that they could do. I would have to buy a new pair of gl***es or some how glue the damaged frames myself. The issue is those original frames were defective manufacture product that I happened to be the victim to. My question now is if this happened to me now how may other customers have experienced the same problem. I am not negligent or am I at fault for the occurrence. My gl***es just fell of for no reason while I was having dinner the other night with wife and some friends. I hope this can be resolved in a civil manner and I request that you give full consideration to my complaint and that I should not be liable at my cost. Manufactures chance product part numbers all the time to sell new product. My lenses cannot be to a specific shape and size will only fit those particular frames. I did leave my gl***es there at the Costco store and I will be returning there to get them back.
I trust that Costco will make this right and come up with a resolution that is fair.
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Costco

complaint issue
Reported by GetHuman-jisuest
Apr 27th, 2018 - 3 mons ago
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Apr 27th 7:37pm
GetHuman-jisuest confirmed the issue is fixed. Hooray!
Apr 28th 2:01pm