Business Profile

Contact Lenses

America's Best Contacts & Eyeglasses

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for America's Best Contacts & Eyeglasses's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

480 total complaints in the last 3 years.
171 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used my insurance in Jan 2025 to get an exam for contacts. I was given a trial pair that i received in early Feb 2025. Because I also wear glasses, I decided to wait to order more contacts. In May 2025, I visited another America's Best location to order contacts, and while I was there, I also purchased a pair of glasses and ordered contacts. Unbeknownst to me, a trial pair of contacts was ordered again. In June 2025, I called the *********** location to order boxes of contacts and was told my prescription wasn't finalized. I was told I would need a new exam (out of pocket because my insurance wouldn't cover an exam) because the script was 7 days past its expiration date, but I was never told I needed to finalize my prescription. I called their consumer service line and was told there was nothing they could do because the doctor *** saw me in Jan 2025 was no longer a part of the company. My script is from Jan 13th, 2025 and I found all this information on Jun 20th, 2025 making the script 7 days past 6 months old.
Business Response
Date: 06/27/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #23518787,
filed by Ms. Audra Hamlett. We certainly apologize for her experience with our
vision center.

I am the Customer Care agent who spoke to Ms. Hamlett when
she called into our Customer Care department on 06/20/2025. Per our
conversation, I let Ms. Hamlett know I contacted the store and spoke with Carrie and was told she needed a new prescription.

I actually spoke to the manager Ashley and she did mention that if Ms. Hamlett still has her trial lenses from May she can use those to get her follow up done and her prescription finalized at no cost at all. If Ms. Hamlett does not have her trials from May, manager Ashley at store 5552 has found trials to provide to her and then Ms. Hamlett can then use those for her follow up and to get her prescription finalized at no cost at all. I have contacted Ms. Hamlett and let her know the resolution, she agreed and will be contacting the store to schedule her follow up appointment.

Please be advised this complaint has been
received and documented here at our corporate office, where it will remain on
file. Once again, I do apologize and if I can be of further assistance, please
feel free to contact me.

Sincerely,

Ciara
Customer Care
Initial Complaint
Date:06/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had Eye exam by Dr. ******* at America's Best on *********** in **********, ** as shown on prescription on June 11, 2025. Showed him previous 2024 prescription(Enclosed) with prism correction and asked him if my prism correction had changed. Very important since have double vision if not corrected. He noted it and wrote the attached prescription. When it was filled (by a different optician) the glasses were unwearable as I was having double vision. I first blamed the eyeglass maker but learned that they followed the prescription and it contained NO prism correction. I had specifically bought this to Dr. ********* attention and either he ignored it or missed it when performing my eye exam and writing the prescription. I would like a refund of the $69 paid for the exam as the prescription is useless.
Business Response
Date: 06/27/2025
Dear Customer Relations
Representative:

In response to the Better Business Bureau complaint filed by Harvey Harling; complaint
ID# 23503452, we regret to k now that Mr. Harling is not happy with the outcome
of his latest eye exam prescription. Our records indicate that Mr. Harling
visited our Boca Raton, FL vision center on 06/11/2025 for a new eye exam. The examining
doctor wrote him a prescription that includes a prism correction. The customer is
now stating that there is no prism correction added to the prescription Dr.
Binning provided, even though a prism was added.

At this time Mr. Harling is
welcome to return to the vision center either for a recheck appointment, or for
a refund. If Mr. Harling would like a refund, he may speak with the manager,
Daniel and he will process a refund. We thank Mr. Harling for his time
and patronage; if he has any further questions or concerns, he is welcome to
contact Customer Care team directly at 1-800-411-1162.

Thank you for your time and mediation.

Customer Care Leadership
America's Best Eyecare and Eyewear
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contact lense exam 6/13/2025. They put I. A trial pair and told me to call back in a week to order if I like them. Called to place order for contacts, Im being told the doctor ******* ***, O.D. says she will not finalize my prescription because I made mention that I had been wearing my current contact for an extended time, she completed the exam saying my eyes look healthy, no signs of cataracts, or MD.?.? This exam had been filed through my optical insurance therefore I am unable to utilize my annual benefits by going somewhere .
Business Response
Date: 06/26/2025
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by Amy Selby;
complaint ID# 23500456; we regret any misunderstandings Ms. Selby has
encountered. We show that Ms. Selby was seen at our Charlotte, NC- Tyvola Square vision center
on 06/13/2025 for a new contact lens exam. The exam was a remote exam, and the examining
doctor has not yet finalized her contact lens prescription due to signs that Ms.
Selby has been overwearing her contact lenses. We are unable to release her
prescription until it is finalized.

At this time, the doctor is requesting that Ms. Selby schedule
an appointment to be seen in-person by a doctor for a contact lens exam, so
that she can be provided with additional contact lens compliance information. This
particular vision center does not have an in-person doctor however, our neighboring stores can provide her with an in-person eye exam appointment. If
the customer would like to schedule a new appointment, she will not be charged
for another exam, as long she schedules it in the next 30 days.

Ms. Selby is welcome to contact the vision center manager,
Brittany for this matter. If she would prefer to be refunded for her eye exam,
she will need to speak with Brittany for this matter as well, as all refunds
are processed by management, at the vision center level.
If Ms. Selby has any further questions or
concerns, she is welcome to contact the vision center manager, or our Customer
Care team directly at 1-800-411-1162.

Thank you for your time and mediation.

Customer Care Leadership
America's Best Eyecare and Eyewear
Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
All I heard were lies from someone named ****** at the ***************, **** location. She told me that she could make new glasses when she is not qualifiedto make new lenses. She then told me that she wouldn't have to order them then turned around and admitted she would have to order them. She wouldn't let me get a word in edge wise. I can't keep wearing glasses I can't see out of and that give me a migraine. It's common sense I would need a new eye exam because the first one the doctor rushed me and that I would have to pay out of pocket for that eye exam. Had she actually taken the time to listen instead of running her mouth she would know all this information. Her rude behavior is unacceptable because she was more worried about the ****** review then fixing the problem. I emailed them was told the district manager would call and he never did. I will never buy from America's Best again because in the end all you get is hassle from them.Glasses are not properly sealed to the frame so when you push down on the frame there is no resistance. One pair has a spot that continously shows up despite cleaning them. The arms don't not rest properly on the ears so they rub against the top of them. I have to turn my head to the left just to see anything because the left lens is blurry.
Business Response
Date: 06/26/2025
Dear Customer Relations
Representative:

In response to the Better Business Bureau complaint filed by Christopher Larson;
complaint ID# 23498381; we apologize to Mr. Larson for any prescription/service
issues he has incurred when he purchased his eyeglasses on Sept. 7, 2024 at our
West Des Moines, IA vision center.

Mr. Larson has been communicating
with the vision center manager, Tina for quite some time. According to our
records, the manager has been in touch with Mr. Larson since October 2024,
since she became aware of his concerns and has offered to assist him with his concerns.
At this time, this complaint has been resolved. The manager contacted Mr.
Larson once again earlier this week and invited him back to the vision center
for a refund. He returned to the vision center yesterday and a refund in the amount
of $1111.95 was processed back to his debit card.

All of his concerns have been
addressed by management, and we want to thank Mr. Larson for allowing us the
opportunity to service his eyewear needs. If he has any further questions or
concerns, he is welcome to contact the vision center manager, or our Customer
Care team directly at 1-800-411-1162.

Thank you for your time and mediation.

Customer Care Leadership
America's Best Eyecare and Eyewear
Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23498381, and find that this resolution is satisfactory to me.

Sincerely,

Christopher Larson
Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/14/25, had an eye exam, they explained about what the extra tests would cost and it was $30.00, then when I went to check out they said it was $70.00, they said if I didnt pay it they would not give me my prescription! Which is against the law!! They also are extremely rushed and ****. Do not take anyone elderly there because of the rushed feeling!
Business Response
Date: 06/17/2025
Dear Customer Relations
Representative:

In response to the Better Business Bureau complaint filed by Ms. Sherry Procopip;
complaint ID# 23469438, we do apologize to Ms. Procopip for any billing /pricing
misunderstandings and any service issues. Her complaint has been forwarded to
management at this time.

Our records show that Ms.
Procopip was seen on 06/14/2025 for an eye exam and she used her Eyemed insurance
plan; her out of pocket co-pay amount was $40 for her fitting and follow-up
portion. If Ms. Procopip would like to discuss this insurance/billing portion
of her complaint, she is welcome to contact our Managed Care department at
1-800-524-1204 for any insurance billing concerns.

Additionally, we show that
Ms. Procopip was referred out by the doctor that examined her to a specialist
due to a cataract. We do regret to know that Ms. Procopip felt rushed during
her exam and we will address this matter. We thank Ms. Procopip for her
feedback and her business; if she has any further service-related concerns, she
is welcome to contact our Customer Care Team directly at 1-800-411-1162. We
thank her for his time and patronage, and we look forward to assisting him.

Thank you for your time and mediation.

Customer Care Leadership
America's Best Eyecare and Eyewear
Initial Complaint
Date:06/12/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
America's Best Steals From Disabled People In May 2025 I spent $400 through my insurance for a pair of glasses that America's Best purposefully made with dead spots in the lenses in order to scam people out of more money.America's Best has a responsibility to provide a servicable pair of glasses. I'm 59, AUTISTIC and make $900 a month on disability and when I was told I had a $425 allowance on my insurance I thought that I would be able to get a real pair of glasses for the first time in my life.America's Best sells 2 pairs of progressive lenses in $79 frames for $160, which is 2 sets of $79 frames and 2 pairs of $1 lenses.However, when people are ******** enough to use their insurance, then America's Best charges $79 for the frames and $300 for lenses that purposefully have dead spots built-in, in order to scam ******* out of even more money in order to get useful lenses.I was upset at getting lenses with dead spots and the 'customer service **** at America's Best thought it was funny that I was ticked over getting scammed.I'm sending this in to the BBB as well as making a complaint through my insurance about getting ripped off by America's Best. I guarantee that I will never be ******** enough to get ripped off by America's Best *********** coming soon.
Business Response
Date: 06/17/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #23458904, filed by Mr. Rex
Reilly. We certainly apologize for any miscommunication that may have occurred in
the store, as well as any poor service Mr. Reilly may have received.

I have looked over Mr. Reilly’s account and see
he purchased one pair of EzVue progressive lens glasses and used his insurance.
Unfortunately, our promotional offers cannot be combined with insurance. This
includes our Single Vision, Lined Bifocal and Progressive lens offers. This is
because these promotions are “sale” items, and insurance coverage charges full
price, per item. This is a requirement set by the insurance company that we
must adhere to.

Regarding the “holes” Mr. Reilly mentions in
his lenses, I believe he may be referring to the peripheral vision on each side
of the lens. Our EzVue progressive lens has the narrowest field of vision,
meaning the prescription is focused directly in the middle of the lens and does
not spread out to the peripheral as much. This may be causing the “dead spots”
Mr. Reilly is experiencing.

I have forwarded Mr. Reilly’s concerns to the
District Manager of this location. She has informed me she reached out to Mr.
Reilly via phone, but he requested to be emailed only. Mr. Reilly can expect an
email from her soon to see how we can resolve this for him. We certainly want
to make sure Mr. Reilly is satisfied with his purchase.

Please be advised this complaint has been received and documented here at our
corporate office, where it will remain on file. Once again, I do apologize and
if I can be of further assistance, please feel free to contact me.

Sincerely,

Jessica
Customer Care Manager
Customer Answer
Date: 06/17/2025

Complaint: 23458904

I am rejecting this response because:
I had a call from America's Best a few days ago and explained that I'm AUTISTIC and can't communicate verbally and explained that email is the only way I can communicate, just as stated in the statement from America's Best.

However, their manage has NOT emailed me ([email protected]) and by their own admission they have charged me a premium price for glasses that remind me what a retard I was to be their customer every time I look through the lenses.

The fact that America's Best can legally justify selling lenses with dead spots doesn't make them less SLEAZY for doing so.

Every time I look through these lenses I'm reminded that America's Best purposefully steals from retards, which is exactly what the videos are going to prove.

Sincerely,

Rex Reilly
https://sequoiauav.com/about-sequoia-uav/
Business Response
Date: 06/23/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #23458904, filed by Mr. Rex
Reilly.

Our records indicate Mr. Reilly visited our
vision center on 6/20/25 and met with the store manager, Joy. I see his
glasses were remade. Joy will call him once his glasses are ready for pick up.

Sincerely,

Jessica
Customer Care Manager
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This location messed up my prescription for glasses. They reduced the power for my prescription instead of increasing it. I told them I didn't want the same people doing the re-exam and having the same problem. I was told it was no problem. I returned the lenses and was refunded for those, but they refuse to refund the eye exam. I have no desire letting them near my eyes again. The exam was *** through my health insurance vision plan.
Business Response
Date: 06/13/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #23329109, filed by Mr. Willie
Ingram. We certainly apologize for his in-store experience and any issues he
may have had with his glasses.

I have looked over his account and purchases as
well as I addressed his concerns with one of the store managers. Unfortunately,
the eye exam is non-refundable as it is considered services rendered by the doctor.

Please be advised this complaint has been received and documented here at our
corporate office, where it will remain on file. Once again, I do apologize and
if I can be of further assistance, please feel free to contact me.

Sincerely,

Jessica
Customer Care Manager
Customer Answer
Date: 06/13/2025

Complaint: 23329109

I am rejecting this response because: The service rendered was an incorrect prescription. The power of the lenses was weakened rather than being made stronger. The person doing the exam was not listening to what I was telling him. He was told I want my vision to focus on distance. He disregarded my instructions and did the opposite.

Sincerely,

Willie Ingram
Business Response
Date: 06/18/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #23329109, filed by Mr. Willie
Ingram.

I forwarded his rebuttal to the District
Manager of this location. He just emailed me back informing me he contacted the
vision center and they have refunded Mr. Ingram’s 1/27/25 exam. Please advise
Mr. Ingram that his insurance covered the exam in full and he did not pay
anything out of pocket. His benefits will be refunded back to the insurance company
and those benefits may be reinstated. If Mr. Ingram has any questions about the
insurance process, he can reach out to our Managed Care department at
800-524-1204.

Sincerely,

Jessica
Customer Care Manager
Initial Complaint
Date:06/09/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 3 pair of Glasses w/Bi-focal lenes, with one pair tented. Not at all what I got. What was delivered was, 2 pair of reading only, and 1 pair of eyeglasses tinted but with no readers. It was a total waste of time and money. When I complained I was told by the manager, (Well I didn't order them.) Total waste of time.
Business Response
Date: 06/11/2025
Dear Customer Relations Representative:
In response to the Better Business Bureau complaint filed by ****** ******, BBB complaint ID# ********, we do regret any eyeglass order concerns, or any inconveniences Mr. ****** has experienced.

Our records show that ********* has ordered 3 sets of eyeglasses on 05/27/2025. One pair is a progressive (no line bifocal) and the other 2 pair are single vision. He was also provided with a free eye exam as he purchased more than one pair, and we offer a free eyeglass exam with any 2-pair purchase. Management has contacted ********* he was invited back to the vision center to go over his options, which includes changing out his order to whatever type of lenses he would like to order. Mr. ****** returned to the vision and the manager was happy to modify his order. Mr. ****** opted not to make any charges to his order at this time,as he did not wish to pay for any differences in the cost to upgrade the order.
We thank Mr. ****** for allowing us the opportunity to service his eyewear needs. If he has any further questions or concerns, he is welcome to contact management at the vision center, or he may contact our ************* Team directly at **************.

Thank you for your time and mediation.

************* Leadership
America's Best Eyecare and Eyewear
Initial Complaint
Date:06/06/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a 3 year eye care membership. I need contacts replaced. I called here, they tell me the contacts I have worn for 25 years are no longer available. They have nothing they can replace the hard contacts with & want me to wear soft contacts. I can't stand soft *************************** don't fit my eyes. I need hard contacts. They refused to give me hard contacts, replace the hard contacts with similar contacts or give me my money back for the membership. I am in another state 5 hours away now & can't drive clear back to ***** for an eye exam.I would like my membership money back or a replacement pair of contacts.
Business Response
Date: 06/10/2025
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed ******* *****; BBB complaint ID# ********.

We regret to know that Ms. ***** is having issues purchasing the lenses of her choice. We have researched Ms. ****** concerns and while the Optometrists that practice at our Papillion, NE do not prescribe ******** permeable, or (RGP) rigid gas permeable lenses, the Optometrist located at our ***************************************** (***************************************************) will consider prescribing gas permeable lenses, if the customer has worn them before, and if they are not multi-focal lenses.

Ms. ***** is welcome to contact the ***************************************** to request an appointment for a new contact lens exam as her prescription is expired as of 06/15/2024 and since Ms. ***** is an ************ member, her eye exams are free of charge for the duration of her membership (until 06/16/2026).

Is Ms. ***** would like an appointment at any other Americas Best vision center, she may contact them to confirm if the Optometrist will prescribe the lenses of her choice. Her ************ may be used at any one of our Americas Best vision centers however, not all Optometrists prescribe gas permeable lenses. ** Please know that the ************ membership is not refundable and its a $10 extra charge for the membership, in addition to the contact lens exam charge, which at the time of purchase was $99, for a total of $109.

We thank Mr. ***** for allowing us the opportunity to service her eyewear needs. If she has any further questions or concerns, she is welcome to contact our ************* Team directly at **************.

Thank you for your time and mediation.

************* Leadership
America's Best Eyecare and Eyewear

Customer Answer
Date: 06/12/2025

Complaint: 23434501

I am rejecting this response because: I was told the exam would be covered by the membership for contact eye exam and now they want to try and charge $109? I will try and make an appt in ******* however that is really far from where we live. Not happy that you took away my gas contacts that I have worn for 25 years.

Sincerely,

******* *****
Business Response
Date: 06/12/2025
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed ******* *****; BBB complaint ID# ********.

Ms. ***** will NOT be charged for her next eye exam since she is an ************ member until 06/16/20026. If ******** still has any further questions at this time, she may contact our ************* Team directly at **************.

Thank you for your time and mediation.

************* Leadership
America's Best Eyecare and Eyewear
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went in for a contact eye exam on may 23rd was told less than 2 weeks for my temporary contacts to come in now they are say it could be another 2 weeks
Business Response
Date: 06/06/2025
Dear BBB Customer Relations, I apologize for *************************** We do apologized for this inconvenient delayed for trials for contacts we do inform customer the time frame for the trials to arrive do take a little longer as they have to be special order. We have refunded the customer for the service provided as the refund has been processed the order for the trials have been cancelled as well and the prescription has not been finalized so there isn't a valid prescription on file for the customer. I have also attached the receipt of the refund If we can provided further assistance Please feel free to reach back out.

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