I’ve been a fan of Ray-Ban sunglasses for years, dating back to when they were made by Bausch & Lomb. They’ve always provided good quality and durability, making them a go-to for me. A little over a year ago, I picked up a pair from Costco for my birthday, and for the most part, I’ve been really pleased with them. Their fit was perfect, and they suited my style, but recently, I noticed something concerning: the outer coating on the lenses started bubbling up.

Costco’s Customer Service: Why It Earns My Loyalty

It had been a few months since I’d purchased them, but they had mostly been treated with care—never exposed to water or any elements that would cause damage. I couldn’t quite understand what had caused the issue, especially since I had been so mindful of their care. So, I decided to take them back to Costco, even though they were a few weeks past their one-year return period.

What happened next was a pleasant surprise. Despite being over the usual return timeframe, Costco took them back without hesitation and gave me a full refund. This gesture made me feel even more grateful to be a Costco member, reaffirming my loyalty to their business model, which focuses on customer satisfaction and service.

In contrast, I couldn’t help but feel a bit disillusioned by Luxottica, the current owners of Ray-Ban. Their handling of customer complaints and product issues seems less accommodating than Costco’s approach. Had I gone directly through them, I doubt they would have been as generous in resolving the issue, especially considering that the outer coating problem appeared to be a manufacturing defect. As a result, I’ve lost some respect for Luxottica and won’t likely buy Ray-Bans in the future.

At this point, I decided to look for an alternative brand. The only other sunglasses I’ve owned were Oakleys, which held up well for years. I browsed Woot, which had a deal on Oakley Gascan sunglasses. While the discount wasn’t huge—only about $10 off the regular price—it saved me time searching for a good deal elsewhere. I ended up ordering them, and I’m hoping they last as long as my previous pair.

This experience made me reflect on the kind of business we run at Fiddler Online. It reinforced the idea that customers need to feel supported by the businesses they choose to buy from. If customers feel valued, they’re more likely to remain loyal and recommend your business to others. On the other hand, if customers don’t feel like they’re getting the support they deserve, they’ll likely take their business elsewhere.

If your business isn’t making customers feel supported and appreciated, it might be time to rethink your approach. Perhaps it’s time to evaluate your business model or how you handle customer service. At Fiddler Online, we focus on providing value and maintaining long-term relationships with our clients. We want to ensure that every interaction leaves them feeling heard and appreciated.

In the same way that Costco went above and beyond to keep my business, we strive to do the same for our clients. And like the brand I choose to support, it’s important for any business to reflect on how they handle customer relationships. Whether it’s an issue with a product, a service, or even just a misunderstanding, your customers’ perception of how you respond will either build or erode their trust in your business.

Ultimately, businesses that support their customers and create trust are the ones that build lasting success. Just like I returned to Costco because of their great customer service, your customers should feel confident in coming back to you time after time. If that’s not happening, it’s worth asking: What changes can I make to ensure that my customers are truly satisfied?