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Disappointed with Costa Del Mar

Old 10-13-2010, 05:34 PM
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Default Disappointed with Costa Del Mar

$78 to replace a broken lens? Come on now.... I know the margin on these is RIDICULOUS. Why not make your customers feel valued instead of ripped off? I have a pair of Kaenons now and I think I will stick with them.
Old 10-13-2010, 05:58 PM
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We haven't had a costa customer service thread in a while.

How'd the lens break? Did you drop them or did it just crack randomly?

This may not be your case but I'm tired of people bitching and abusing manufacturer warranty and thinking if they run them over with a tractor they should get a free repair. You breaking them does not equal manufacturer defect that should be repaired by them at all. $78 bucks sounds like a good price for a new lens if it was your fault they broke. Better than 150 or more for a new pair.

I'm tired of people bashing Costa who misinterpret their manufactures defect warranty and think they're owned something. In my experience Costa is very generous with returns for repair. I've sent sets back to them that were destroyed by my own fault admittedly and received new sunglasses for a small fee. If you break them Costa owes you nothing but many times they'll hook you up with a new set. $78 sounds more than fair.

I'll continue to be a customer.
Old 10-13-2010, 06:16 PM
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Originally Posted by 23Dorado View Post
We haven't had a costa customer service thread in a while.

How'd the lens break? Did you drop them or did it just crack randomly?

This may not be your case but I'm tired of people bitching and abusing manufacturer warranty and thinking if they run them over with a tractor they should get a free repair. You breaking them does not equal manufacturer defect that should be repaired by them at all. $78 bucks sounds like a good price for a new lens if it was your fault they broke. Better than 150 or more for a new pair.

I'm tired of people bashing Costa who misinterpret their manufactures defect warranty and think they're owned something. In my experience Costa is very generous with returns for repair. I've sent sets back to them that were destroyed by my own fault admittedly and received new sunglasses for a small fee. If you break them Costa owes you nothing but many times they'll hook you up with a new set. $78 sounds more than fair.

I'll continue to be a customer.
This post belongs on every Costa bashing thread. I think the problem, if you would call it that, with Costa's customer service is that it is very inconsistant. I have sent back glasses to get lenses replaced and they have offered me a brand new pair for $60. Other times it's just new lenses for $70.

Plus you don't get to talk to anybody. Crazy for a company as big as them not have live customer support available. I agree with you that too many people feel that when they by Costas they get free replacements for life.
Old 10-14-2010, 06:47 AM
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Question-did you pay $78.00 for a new lens or for a brand new PAIR of lenses? I was told Costa replaces two lenses not just a single lens. $78 for a pair of broken lenses seems pretty fair to me.
Old 10-14-2010, 06:51 AM
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Originally Posted by signmansez View Post
This post belongs on every Costa bashing thread. I think the problem, if you would call it that, with Costa's customer service is that it is very inconsistant. I have sent back glasses to get lenses replaced and they have offered me a brand new pair for $60. Other times it's just new lenses for $70.

Plus you don't get to talk to anybody. Crazy for a company as big as them not have live customer support available. I agree with you that too many people feel that when they by Costas they get free replacements for life.
Hi,
This is Laurie from Costa Sunglasses. I saw some of your concerns about the costs of lenses and wanted to explain that certain lenses have a different price. A gray 580 will be more than a gray 400, or a Blue Mirror 400 will be less than a 580 Copper. You'll see that it's consistent with the retail costs too.
Also, we just hired a new Consumer Care Manager (month ago?), and we have new systems in place for responding to consumers. i.e. Voicemail is gone, so you may have to stay on hold, but it won't take as long as having a rep call you back.
I hope this helps!
Thank you,
Laurie
Old 10-14-2010, 07:55 AM
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Laurie, thank you for the reply. These were blue mirror 400's and only one lens was damaged. In my opinion $78 for one lens seems a bit high. The Capt. I work for has a Kaenon sponsorship, but I wear Costa's anyway because they are a better product in my opinion.
Old 10-14-2010, 12:44 PM
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Y'all are all crazy. Costa lenses are some of the worst lenses on the market and the customer service has been non-existent for years. Maui Jim are by far the lightest and clearest lenses around. Smith makes a great pair of shades as do Kaenon. OHO is junk as are Oakley. MJ customer is second to none and they will forever have my business. My wife, a hardheaded redhead, who sometimes does stuff to spite me, bought a new pair of Costas with the 580 lens and came home bragging about how nice they were. Took her outside, let her compare both my MJ's and Smiths and she was immediately disgusted with her decision.
Old 10-14-2010, 01:07 PM
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Had the same problem, cracked lens, blue 580s, cost me $150, they only replace in pairs so you have to buy both. Cant say I'm happy with it, but they do have a business to run. Been a Costa Owner for 10 years, 3 replacement pairs, 3 new pairs, wife has 2 pairs of 580s, wish they could take into account loyalty and offer better replacement cost. I have also noticed it takes longer to get your replacements than it used to.
Old 10-14-2010, 01:21 PM
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Costa has always done right by me. I broke the earpiece(my fault, btw)off a pair of Fathom, and they replaced them for shipping and handling charges only. I also had two other pair replaced under warranty when the rubber earpiece tips delaminated(a known issue).
I will continue to wear them.
Old 10-14-2010, 01:21 PM
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I ordered the Bill Chasers a while ago, ordered black, they sent brown. Called up, woman returned my call the next day, she offered to exchange the glasses, and I could ship the glasses back, and then they would send me a new pair via UPS ground when I had ordered the glasses overnight in the first place.
Old 10-19-2010, 06:10 PM
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Originally Posted by CostaDelMar View Post
Hi,
This is Laurie from Costa Sunglasses. I saw some of your concerns about the costs of lenses and wanted to explain that certain lenses have a different price. A gray 580 will be more than a gray 400, or a Blue Mirror 400 will be less than a 580 Copper. You'll see that it's consistent with the retail costs too.
Also, we just hired a new Consumer Care Manager (month ago?), and we have new systems in place for responding to consumers. i.e. Voicemail is gone, so you may have to stay on hold, but it won't take as long as having a rep call you back.
I hope this helps!
Thank you,
Laurie
Great to have a Costa rep on THT. You have your work cut out for you repairing the damage done by the poor and inconsistant customer service of the past.

I have always been a fan of Costa's. I am tough on my glasses and realize that if they need fix'n it was my fault.

I am sure that business is down and you are now trying to recapture some of your lost market share. Good luck.

Any updates on the theft?
Old 10-19-2010, 07:12 PM
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I would agree on the complaint. I paid $150 for mine and they droped off my head. One lense cracked. I had to pay $10 plus the shipping to send them back. The sent me an estimate for another $110. I was a little upset on the cost. The rep told be that they would not replace just the one lense, they had to replace both. I did'nt go for it and told them not to repair them. They sent them back and there on the shelf in the garage. They are good glasses but i did'nt see the need to have both lense repaired.
Old 10-20-2010, 03:42 AM
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All I will say is they have recently changed my attitude toward CDM, they made it right on the Admiral's Isabella's that had a cracked lens, in fact I was contacted due to THT
Old 10-20-2010, 03:43 AM
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Originally Posted by CostaDelMar View Post
Hi,
This is Laurie from Costa Sunglasses. I saw some of your concerns about the costs of lenses and wanted to explain that certain lenses have a different price. A gray 580 will be more than a gray 400, or a Blue Mirror 400 will be less than a 580 Copper. You'll see that it's consistent with the retail costs too.
Also, we just hired a new Consumer Care Manager (month ago?), and we have new systems in place for responding to consumers. i.e. Voicemail is gone, so you may have to stay on hold, but it won't take as long as having a rep call you back.
I hope this helps!
Thank you,
Laurie

Laurie, I want to come on THT and say THANKS FOR YOUR HELP.

Old 10-20-2010, 04:56 AM
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I think Costas have had 2 problems. Inconsistant repair policy and some of their lenses are just poor quality. Delamination seems to be a common issue. I had Costas years ago, got the non caring attitude went to Ocean Waves and 12 pairs later in the family, not a complaint in the crowd..
Old 10-20-2010, 06:58 AM
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I have had 2 pairs both failed in a couple months rubber on the frame dissintegrated. I tried to glue the rubber back and voided the warranty. I will never buy another pair.
Old 10-20-2010, 07:36 AM
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Originally Posted by tprice View Post
Laurie, I want to come on THT and say THANKS FOR YOUR HELP.


You're welcome, tprice! If anyone else has questions about their specific repair, please email me at laurie@costadelmar.com. Thank you!
Old 10-20-2010, 07:51 AM
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my only problme with Costas has been that they sink too quickly!
Old 10-20-2010, 07:58 AM
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Originally Posted by sr31aj View Post
my only problme with Costas has been that they sink too quickly!
Do you mean the company or the glasses...???
Old 10-20-2010, 08:53 AM
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Originally Posted by sr31aj View Post
my only problme with Costas has been that they sink too quickly!
Got a sneaky suspicion that is not covered under warranty;?;?

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