Costa Del Mar Customer Service

[stickmd]

Below I have pasted the last email I sent to Costa Del Mar. I had several phone and email exchanges with them. I am not happy with my experience and I am curious about what other folks have experienced. I really loved my glasses and it’s a shame that I can’t get a replacement pair. It seems ridiculous that something in the model lineup last year is no longer available. I was open to moving to a new model but they did not offer any help in choosing one. Maybe others have had a better experience than I did. I guess I am going move to another brand. Maybe poor service is just a sign of the times. I sure hope not though.

 

I am sad to report that I have had to ask for you all to return my broken glasses to me. While you have retailers listed in my area. I have been unable to actually find more than a few styles in one store. Some stores you list as retailers do not stock your glasses at all. When I called in yesterday it seemed the you all might have some options to help me figure out which pair to choose. The representative was friendly and seemed interested in helping me choose the right replacement pair. Unfortunately I was cut off when put on hold. When I was able to call back today I was informed that if I did not choose a pair in 30 days the broken glasses would just be sent back. I am left with my only options to travel out of my area to find a retailer to try on glasses or to take a shot at guessing at a pair that might work and getting stuck with them if they do not. That just seems unreasonable. I took great umbrage at the representatives quick suggestion that I was getting a new pair of glasses for $12 and to just pick something. I don't care how much they cost. If they do not fit right they are of no use to me. I want the best and I do not mind paying for it. My request to have my option repeated was met with a surly tone. No recommendations were made nor was any help in finding a retailer offered. If my frames have been discontinued maybe you have replaced it with something similar. The representative seemed to no longer have time for me. The service I have received does not match the quality image that Costa holds in the market place. $200 glasses frames should not break when a user is wearing them. If they do and they are under warranty the company should honor the warranty. I have missed the glasses out on the water. Fortunately I have back up pair of Smiths. I will begin looking for a new manufacturer for my bright sunlight glasses. The quality of your lenses is unmatched in my opinion. It is unfortunate that I can't say that about the customer service.

 

[bigmak561]

hi i had a pair i replaced. 580's i paid 250 to replace it took 3 weeks and i had to pay 150 for lenses. frame are lifetime. not the lenses. i love costa's but little disappointed to pay for lenses but they are worth it. didnt have hard time getting call answered though. sorry you had a rough time i heard of complaints also.

[Whaler13]

Customer service and Costa are not synonymous.

 

I had product issues, finally gave up and went with another Mfg.

 

If I commanded an armored column, Costa's main facility would look like Dresden,

Germany after the fire-storm.

[stickmd]

Wow that was a quick response. My frames broke while they were on my face. They claimed that my frames were discontinued and offered me to pick out a replacement pair. Unfortunate they could only direct me to retailers that did not stock their products. They pressured me to "just pick something" even though I could not return a pair that they sent out.

 

What brands have folks moved to? Does anyone else have anything good or bad to report on Costa customer support?

 

[Rick7]

"My frames broke while they were on my face." would that break be over the top of the lens.I'v seen a few break right there taking off or putting on:( Coastas aren't the best anymore,and their service is disappointing..never again for me

[Bayviewrr]

I was given a pair of Swordfish CDMars for a birthday present. Wore them for an hour and they were VERY uncomfortable. Way to tight for my head. Called customer service to see if they could be exchanged. They basically told me too bad and that if I wanted them adjusted, I could pay for one of their authorized reps to do the work. If anyone else did the adjustment it would void the warranty. Ended up selling them on SOL for $100.00. I have owned many a pair of Maui Jims in the past and have dealt with their customer service on a number of issues and found them to be VERY responsive.

[stickmd]

They broke on the bridge

[Jeff W]

I have a pair of 580's, very first trip I went on with them they got knocked off a chair onto a linoleum floor (about a 2ft fall) and a huge chip came out of one of the lenses. I was rather astonished as were my buddies, shouldn't have chipped that easily. So I sent them in, explained the situation and hoped for the best. Ended up costing me $100 to relense them. I was pissed but it was my fault so I ate it. I love the glasses but I'm not sure if I would get another pair.

[scoobydoo]

I remember when I was down in the Keys last year. A tackle shop on big pine key had a basket filled with broken and defective sunglasses. And I mean FILLED. I thought at first they were junky calcutta or tsunami 20 dollar throw away glasses. But when I asked the counter person what they were, he said they were all Costa 580's. Apparently their lens coatings don't work with any sunscreen as it wreaked havoc on them. There must have been 2000bucks worth of sunglasses in this little basket.. I made a comment "thats not something that should be shown if your trying to sell that brand. " He gave me a look and politely said. "They were supposed to be put away awhile ago." then grilled the kid ringing us up.

BTW The Costa Del Mar man Himself is a regular at the shop.

[cnnashman]

Wow, by their brochure they make it sound like if you have a problem dont worry about it our customer service is the best.( to be expected) but with all these negative comments i am going to cross them off the list for consideration, i don't care how good they are, if their aftermarket care is as poor as everybody is saying thats all i need to know. Thanks for the heads up

[stickmd]

It feel nice to know that I am not the only one. Other than Smith what are people wearing. I prefer the glass.

[Pier_man0909]

with CDM it seems that the customer service is spotty. I hear horror stories and I also do hear them going above and beyond the call of duty at times. kinda confusing. almost like gambling.

[Adam-_888]

Smith's service was excellent for me when I had a pair break.I wear my smiths all the time.All others sit the bench.

[Night_Stiper]

You can get costas on line much cheaper. I lost a pair of 580 Pescador and replaced it on line for 170.

[watchman]

I broke a lens on my costa's and they replaced it a few years back. Next time they broke for no reason and they charged me. The lifetime warranty is not what it was. No more business from me.