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Business Profile

Contact Lenses

America's Best Contacts & Eyeglasses

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Contact Lenses.

Complaints

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

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America's Best Contacts & Eyeglasses has 382 locations, listed below.

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    Customer Complaints Summary

    • 480 total complaints in the last 3 years.
    • 173 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2025

      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 12/19/24 I had an Eye Exam which resulted in my buying 2 Pair of Glasses as per an advertisement offered at this America's Best location in *****, **. ******** is the employee who entered all my info into the computer and went through the paper work for this Exam + 2 Pair of Glasses. At the end of the appointment she said my total would be $317.37 because Americas Best was not in my Insurance Network so I had to pay that higher amount out of pocket. I paid the out of network amount of $317.37 in full for this Exam + 2 Pair of Glasses and was told the 2 Pair of Glasses would arrive within ***** Business Days. I called today 1/3/2025 and asked if my 2- pairs of glasses were ready because I had not received any notification yet from Americas Best. The person who answered the phone looked in the system and said she was seeing only 1 pair had arrived and that is why they hadn't called me yet, because they were trying to find out when my 2nd pair wasn't delivered to the store yet.After being on hold for nearly 10 more minutes, a different employee came on the line and said they had realized an mistake and I will only receive 1- pair of glasses and that the 2nd pair was not going to be delivered as promised. I questioned them and said my appointment and all I was told during my appointment indicated that my payment of $317.37 that I paid was for an Exam + 2 pair of glasses and that I was even given a choice of certain frames based on that advertised special.I called ************* number and I was told the employees should have explained it to me better and only one pair of glasses actually was included in my order. When I asked ************* to make this right, they basically told me the employees at this Americas Best Location were the ones who made the error and probably needed to be trained better. Each store is a franchise and they were sorry for my terrible customer experience but there was nothing they could do to rectify this situation.

      Business Response

      Date: 01/07/2025


      Dear Customer Relations Representative,

      We are responding to the Better Business Bureau complaint filed by Ms. ***** *****;complaint ID #********.  We regret to know that Ms. ***** is unhappy with her purchase. Our records indicate that Ms. ***** contacted our ************************ because she was seeking her eyeglass order for 2 pairs and when contacting the vision center, the associates were unable to locate a second pair of eyeglasses for her.

      According to our order history/records, Ms. *****, ordered one pair of eyeglasses using her insurance benefits/discount plan. We are indeed in network for her insurance and the total she paid was indeed $317.17. If Ms. ***** would be like to discuss the details of her benefits coverage, or anything else pertaining to her insurance plan,she is welcome to contact our *********************** at **************.

      The vision center manager,******* has also spoken with Ms. ***** and apologized for any misunderstandings she has incurred: Ms. ***** may opt to request a refund within 30 days from the purchase date,  or if she would like to add a second pair of eyeglasses to her order, she may do so and receive a 40%off discount on a 2nd pair.  

      The advertised specials we offer are of course available to all our customers however, these offers cannot be combined with any insurance benefits. We would like to thank Ms. ***** for her business, and we look forward to continuing to service her eyewear needs. If she has any further questions, she may contact our ************************ at: **************.

      Thank you for your time and mediation.


      ************* Leadership
      ******************** Best ********************** and ********************
    • Initial Complaint

      Date:12/31/2024

      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.
      Poorly made glasses and lenses. I bought eye glasses with my insurance and had them for about a month and a half and had them remade due to scratches, so bad that i couldn't see. so they remade them and within the same amount of time the new pair looked like the first pair. I have never had such a crappy pair of glasses and lenses. I had to go back to an older pair so that I could see. It was the same thing for my husband. I will never refer anyone. This America's Best is located in *********** on *******

      Business Response

      Date: 01/07/2025

      Dear Customer Relations Representative,

      We are responding to the Better Business Bureau complaint filed by ******* *******; complaint ID #********.  We regret to know that Ms. ******* is once again having issues with her lenses. Our records indicate that she purchased her eyeglasses on 07/30/2024 and although they were not under warranty, as Ms. ******* did not purchase a Product Protection Plan, the assistant manager took care of her concerns by ordering her a new pair of glasses at no extra charge on 09/05/2024.

      Its unfortunate that ********** is having the same concerns; transition lenses require to be cleaned in a certain manner, and this could be a contributing factor to how long they are lasting without damage done to them. At this time, we are unable to reorder her lenses for her, unless she would like to purchase a new set of glasses.

      We would like to thank Ms. ******* for her and her familys business, and we value her feedback on our products.If she has any further questions, she may contact our ************************ at: **************.

      Thank you for your time and mediation.


      ************* Leadership
      ******************** Best ********************** and ********************

      Customer Answer

      Date: 01/07/2025

       
      Complaint: 22752457

      I am rejecting this response because:

      Sincerely,

      ******* *******

      Business Response

      Date: 01/08/2025

      Dear Customer Relations Representative,

      We are once again responding to the Better Business Bureau complaint filed by ******* *******; complaint ID #********.  We regret to know that Ms. ******* is once again having issues with her lenses. Our records indicate that she purchased her eyeglasses on 07/30/2024 and although they were not under warranty, as Ms. ******* did not purchase a Product Protection Plan, the assistant manager took care of her concerns by ordering her a new pair of glasses at no extra charge on 09/05/2024.

      Its unfortunate that Ms. ******* is having the same concerns; transition lenses require to be cleaned in a certain manner, and this could be a contributing factor to how long they are lasting without damage done to them. At this time, we are unable to reorder her lenses for her, unless she would like to purchase a new set of glasses.

      We would like to thank Ms. ******* for her and her familys business, and we value her feedback on our products. If she has any further questions, she may contact our ************************ at: **************.

      Thank you for your time and mediation.


      Customer Care Leadership
      Americas Best Contacts and Eyeglasses

      Customer Answer

      Date: 01/08/2025

       
      Complaint: 22752457

      I am rejecting this response because:

      Sincerely,

      ******* *******
    • Initial Complaint

      Date:12/27/2024

      Type:Sales and Advertising 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 had an eye exam and ordered new frames and lenses with bifocals and a pair of sun glasses. I was having trouble seeing with these new glasses so I had to repay $10.00 for a new eye exam. The new exam was quite different than the first exam. The lenses in these glasses are complete crap!! Very poor quality!! They are always foggy and wont stay clean. I would like a refund so I can go to lense crafters and get some quality glasses.

      Business Response

      Date: 01/10/2025

      I am responding to the BBB Consumer Complaint # ******** filed by Ms. ****** *****. I certainly apologize for her experience with our Hesperia, ** location.

      I am the agent who spoke to Ms. ***** when she called into our ************************ on 12/09/2024. Her original order was placed on 7/29/2024 and she was given a courtesy follow up exam of $10 on 12/6/2024. At that time, I did explain to Ms. ***** that unfortunately the exam is non-refundable as it is considered the doctors service fee, and services were rendered. We also offered a discount off a future purchase due to the time frame.

      I have discussed Ms. ****** continued concerns with the store manager ***** . As a onetime courtesy, ***** has agreed to remake her lenses at no charge. The store will call Ms. ***** when her glasses are ready for pick up.

      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.
    • Initial Complaint

      Date:12/27/2024

      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.
      12/ 27/24, now they say they cant do my script on sunglasses, after taking my order in Nov! Losing my ins benefits due they unprofessional lack of CS! My experience, is Americas WORST! Walked in before thanksgiving, w/prescription, asked for sunglasses. They said pick frames, I did, I told them I needed to block the sun while driving, They took my order, didn't tell me I couldn't get my script on dark lens. waited, they came in & had double vison, sent them back, they came back & was told to get transitions, so the 2nd time, then say, it wont work in car!? sent them back again, takes up to10 business each times, they switched to a LIGHT GRAY, & was not blocking sun at all! Told them upfront, in Nov., I'm changing my insurance plan, and need to use my benefit's. That's NOT what happened! Stuck with no sunshades, & used all my benefit allowance, glasses were over $400-450. Now, not enough left to ****, time now run out! This is the WORST. Said contact them, sent detailed factual email response, now they say they'll send refund back to ins, so I called my ins today, they filed a grievance against them. I'm stuck & all is LOST! I'm disgusted with this experience, unbelievable on all counts! Wouldn't recommend to ANYONE! find a real reliable service! At 71, disabled, and this isn't right to be told they can take my order, then not fulfill it & cancelled it, me running back and forth , ************* for NOTHING! I need sunshades! they cant do it & arent honest upfront! A negative BBB report is coming. asap, my only choice, & not helping me! I lose!

      Business Response

      Date: 01/07/2025

      Dear Customer Relations Representative,

      We are responding to the Better Business Bureau complaint filed by ******* ******;complaint ID #********.  We do apologize for any concerns Mrs. ****** has incurred with her order. Our records show that she purchased progressive bifocals eyeglasses in a polycarbonate transitions gray lenses and she opted to use her insurance benefits for this purchase on 11/14/24. When the eyeglasses were completed, the customer was not happy with the progressive measurements; she was remeasured, and the manager reprocessed a new pair for her with the updated measurements. The customer was not happy with the darkness/tint of her transition lenses and the manager changed her lenses to progressive bifocals in a polycarbonate but this time they were made as polarized gray sunglasses. The customer was not happy with the order still and at that point her complaint was escalated to the District Manager (*****). He contacted Ms. ****** regarding her concerns on 12/30/2024.

      Ms. ****** kept polarized pair of sunglasses, which are valued at $398.95 and after speaking with the District Manager she was offered a complimentary second pair of sunglasses,which are currently being made for her into progressive bifocals with an 88%tint.  Please know that the second pair of sunglasses are complimentary to Ms. ******* yet they are valued at $288.95. Once theyre ready for pick up, Ms. ****** will be notified by the vision center she visited.  

      We thank Ms. ****** for her feedback and for her patronage. If she has any further questions or concerns, after picking up her second pair of sunglasses, she is welcome to contact the vision center manager, ******** or she may ************* directly at: **************


      Thank you for your time and mediation.
       

      ************* Leadership
      ******************** Best ********************** and ********************

      Customer Answer

      Date: 01/15/2025

       
      Complaint: 22737761

      I am rejecting this response because: nov 2024, ordered sunglasses using atena insurance to pay. approx 470, 1st pair , near `10 day wait, all returns were approx 10 day wait, prescription was wrong. they sent back. next time lens didn't block sun in sunlight, 3rd time the gray lens didnt block sun. they used my insurance. I became out of patience. made a BBB report, they came back claiming i wasn't happy & thats not the issue. the glasses weren't right! not my fault! it's not a choice like " Oh I'm not happy" they're trying to make themselves not at fault. The office call from a man told me id get my sunglasses, but it's their busiest time of the year, they made me wait to tis date, no contact further, the glasses i have are useless to block sun, and i told them in nov, i was switching insurance jam 1. Now I have no glasses, they bumped me back to the "End of the line" when I was here 1st before all those others... this is the worst! My 1st complaint here, they replied i would get an 80% sunblock, then never got the glasses. so I have to refile 2nd complaint. I wouldn't recommend them to anyone, they are NOT accredited BBB, their rating is 1.3 & my mistake I didn't know this before I went there, wouldn't have bothered! IF they ever get their act together, I want them to SHIP, whatever they did, based on history I'm sure its not what they said I'd get, Had they been UPFRONT in November, and told me they cant do a 100% sunshade with my prescription, I wouldn't be here wasting time & money with an extremely low rating! They told me my benefit payment was sent back to atena, Id like proof of that. They said i got a free pair of glasses, that makes no sense! Since they're not sunshades yet tinted & cant be worn indoors or outdoors! they said the glasses they would redo for the 3rd time, would cost less... unbelievable

      Sincerely,

      ******* ******

      Business Response

      Date: 01/16/2025

       

      Dear Customer Relations Representative,

      We are once again responding to the Better Business Bureau complaint filed by ******* ******; complaint ID #********.  We have extended our apologies to Mrs. ****** for any customer service concerns that have been incurred with her order. Our records show that she purchased one pair of progressive bifocals eyeglasses with polycarbonate transitions gray lenses, and she opted to use her insurance benefits for this purchase on 11/14/2024. When the eyeglasses were completed, the customer was not happy with the progressive lens measurements; she was remeasured, and the manager reprocessed them for her with the updated measurements.

      The customer was not happy with the darkness/tint of her transition lenses, and the manager changed her lenses to progressive bifocals in a polycarbonate, however, this time they were made as polarized gray sunglasses. The customer was not happy with the order still, and at that point her complaint was escalated to the District Manager (*****). The District Manager contacted Ms. ****** regarding her concerns on 12/30/2024 and they discussed her concerns.

      Ms. ****** kept polarized pair of sunglasses, which are valued at $398.95, and after speaking with the District Manager she was offered a complimentary second pair of sunglasses (valued at $288.95) and they are made for Ms. ****** as progressive bifocals sunglasses with an 88% tint.  

      Please know that the second pair of sunglasses have been completed and shipped to Ms. ****** via *** (tracking # 1Z812WW30336451657);  they are due to be delivered by 01/17/2027. We thank Ms. ****** for her feedback and for her patronage. If she has any further questions or concerns, after picking up her second pair of sunglasses, she is welcome to contact the vision center manager, *******, or she may ************* directly at: **************


      Thank you for your time and mediation.
       

      ************* Leadership
      ******************** Best ********************** and ********************

       

       

      Customer Answer

      Date: 01/16/2025

       
      Complaint: 22737761

      I am rejecting this response because:

      Sincerely,

      ******* ******
    • Initial Complaint

      Date:12/23/2024

      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.
      7/12/24: went for an eye exam. Doctor was **** ****, O.D. Exam took less than 3 minutes total. Got glasses a week later and immediately left to come back to ******* ( where I live). Noticed on drive home couldnt see especially at night. Had to use old glasses. Finally called on 9/28/24 as I could not use them to work or drive. They told me to call an office here in ****** and get a re- check. They refused said I would have to pay for new exam. Asked Americas best in ** to just put old script in my new glasses as at least I would be able to see until I figured it out. They made a completely new script and put them in my glasses down here in ******. Still unable to see. Had to go to southwest Florida eye care and get a new exam ( different script). Went back to Americas best ****** they ordered my new script in for my lenses. I had them double check it was correct when it came in. Could see fine with script in their office but when they came in still cannot see. They are blurry. I cannot see up close basically at all and I work on a computer all day. I emailed them for a refund so I could go to another place and get new ones made. They told me to bring in my glasses and they would give me my money back. I would not be able to see at all without glasses! I am not the only one who has this issue. My mother who went the same day same doctor cannot see out of her glasses, my ********* cannot see out of his and my daughter ( who use to work for them) cannot see out of hers either. The prescriptions that they are putting in the lenses are not even what was ordered. Let alone they do a terrible exam.

      Business Response

      Date: 01/07/2025

      Case Filed on 12/23/2024
      Complaint ID: ********
      Filed By: *** ******

      To Whom It May Concern:

      I am responding to a complaint filed by Ms. *** ******. ********* purchased glasses on July 12, 2024. She sent an email on 11/10/2024. Stating the glasses were incorrect she had gone to another location and requested her old prescription be put in her glasses. Our return /remake policy is 30 days from receiving the product.  

      I responded to Ms. ****** that I spoke to the manager and she stated Ms. ****** said the glasses were fine but wanted her money back. ********* was informed at that time she would need to return the glasses and she would be given a refund even though she was past her 30 days. Ms. ****** refused to return the glasses.

      We will not be processing a refund for the product Ms. ****** has refused to return.

      If we can further assist you please give us a call at the ************************ **************.


      Thank you,

      ******

    • Initial Complaint

      Date:12/19/2024

      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.
      Ordered pale pink glasses frames from front of store. Sales person went to the back of the store and chose a pair of frames I would call purple. She said they were free I might as well take them I asked to have them mailed. They said it would take a week to a week and a half to get them.A couple of days ago I received a phone call saying my glasses were ready to be picked up. When I said they were supposed to be mailed they said it would take an additional week to a week and a half. I was not happy. My daughter had a doctor appointment today so she took me by there and went in to pickup my 2 pairs of glasses. She came out with what I call the purple pair (NOT the ones I chose) and said that's all I ordered. This made me angry. I went in to set the record straight. The person that wrote the order said that's all I ordered I went through what had happened and she basically called me a liar and the 2nd pair was not free but 40% off. I repeat I didn't even get the pair I chose and my insurance paid 100%. I will also be reporting this fraud to my insurance company. It sounds like many other people are unhappy with this company.

      Business Response

      Date: 12/20/2024

      Dear Customer Relations Representative,

      I am responding to the BBB Consumer Complaint #********,filed by Ms. ******* ******. We certainly apologize for her in-store experience.

      I have addressed Ms. ******* concerns with the store manager, ******. Unfortunately, we do not have any notes about Ms. ****** wanting a second pair of glasses, so were unsure where the miscommunication may have occurred.

      If Ms. ****** would like to exchange the pair she has for the pair she wants, we can certainly get those reordered for her (but shell have to come in and show us the frames she wants). There is no charge for an exchange as long as the frame is the same price. If Ms. ****** would like to also purchase a second pair of glasses, I can increase the discount offer to 50% off the second pair.

      Either way Ms. ****** would like to proceed,please have her contact the vision center and theyll get her taken care of.

      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,

      *******
      Customer Care Team Lead
    • Initial Complaint

      Date:12/19/2024

      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 HAD AN EYE EXAM AND PAID FOR EYE EXAM AND 2 pairs of eyeglasses for ************************************************************** they werent my perscription at all. They even refused to fix the issue or to give money back. I now have no glasses to see. Not right. They need to be put out of business. I want my refund and their business licenses take away.

      Business Response

      Date: 12/20/2024

      Better Business Bureau
      ****** ******
      ******************************************
      **********************





      In response to the Better Business Bureau complaint filed by **** ********; Consumer ID # ********, we regret any inconvenience, Mrs. ******** has incurred, and we appreciate his business. 

      I am writing to you in response to the complaint filed by Mrs. **** ******** Case# ********.

      I contacted our Tamarac,FL store and I spoke with the General Manager, ********. She advised that Mrs.visit the store on 12/2/24 and was advised of the details of the promotion: The two for $79.95 offer is our starting price and includes Single Vision basic plastic lenses, full-rimmed frames from our $79.95 price selection, and a free eyeglass exam only. This offer does not include any additional features such as tint, anti-reflective coating, thinner lenses, bifocals, warranty, etc. Please feel free to contact me if you need any further assistance.
      The customer received the free exam (exam only free with the purchase of two pairs of glasses) and purchased two pairs of glasses for $79.95. Since the promotion is for single vision lenses, only the customer purchased one pair of glasses for reading and the other pair for distance. 

      ******** said the customer returned to the store on 12/19/24 to pick up her glasses. She tried them on and said she wanted one pair of glasses that she could use for both reading and distance. ******** explained that would be fine, but she would have to pay the price difference from the single vision lens to the progressive lens. The customer became upset and said she didnt want to pay the price difference and left the store. 

      The customer contacted our ************************ and stated she wanted a full refund for the glasses.******** agreed to process a full refund in the amount of $79.95 upon the return of the two pairs of glasses. Our system shows the refund was processed on 12/19/24.

      At this time, this complaint is considered as resolved and we look forward to continuing to service her eyewear needs. If Mrs. ******** has further questions or concerns,she may contact ************* directly at **************.

      Thank you for your time and mediation.



      ******
      *************
      ******************** Best ********************** and ********************





    • Initial Complaint

      Date:12/17/2024

      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.
      I purchased new glasses from America's best in August. Shortly afterwards I noticed i felt light headed and dizzy when wearing them. I had to wear my old glasses to feel normal. I called an made an appointment. When I came in they told me that the frames were too big for my face and they made a mistake and gave me the wrong prescription. They gave me another exam and also said my prescription changed. So they had to make me a new set of glasses. By the way, I generally wear my contacts 80% of the time. I got my new glasses and they seemed fine at first. During this time I was in the process of moving and also found out I have kidney cancer. I spent all my free time going to doctors or trying to find a house. I started to realize that my vision in my glasses wasn't getting any better. I could see close but not far. I called them to schedule a new appointment and they said i would have to out of pocket for new lenses and a exam. I explained what I have been through in the last few months but they didn't care. I called corporate and got the same results. I've been a loyal customer to them for 45 years and this is how they treat me. I just think it's wrong. I just want them to fix they lenses they messed up. They said it was too many days that passed and i was responsible. I get it but I was sick. I had a legitimate reason. Please help.

      Business Response

      Date: 12/19/2024

      Dear Customer Relations Representative,

      I am responding to the BBB Consumer Complaint #********,filed by *** **** *********. We certainly apologize for the issues hes experienced with our vision center.

      I am the Supervisor who spoke to *** ********* when he called into our ************************ on 12/6/2024. Once I received this BBB, I forwarded *** ********** concerns to the District Manager, ****. He emailed me back stating he was able to resolve this with *** *********, who will be coming back for an appointment on 12/30/2024 and the store will remake his lenses at no charge as a courtesy.

      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,

      *******
      Customer Care Team Lead

      Customer Answer

      Date: 12/19/2024

       
      Better Business Bureau:

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

      Sincerely,

      **** *********
    • Initial Complaint

      Date:12/14/2024

      Type:Customer Service 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.
      I visited Americas Best with my mom for an appointment today. While my experience was excellentthanks to the patience and professionalism of the associate who assisted memy moms experience was deeply disappointing.After her exam, my mom was attended to by Ms. ******* from Store #****. My mom had a few questions regarding available deals and options to reduce her payment, as advised by her doctor. Unfortunately, Ms. ******* displayed impatience throughout the interaction. Her body language and side comments made it clear she was frustrated, and she even implied that my mom was going back and forth, as though my mom was wasting her time.This treatment left my mom in tears, as she felt disrespected and dismissed. It was disheartening to see such a contrast in customer service between our two experiences. While I appreciated the care I received, my moms experience has made us question whether well return to Americas Best.I hope this feedback encourages a review of customer service standards to ensure all customers are treated with respect and patience.Let me know if youd like any additional tweaks!

      Business Response

      Date: 12/19/2024

      Dear Customer Relations Representative,

      We are responding to the Better Business Bureau complaint filed by ***** ********; complaint ID #********.  We do apologize to Ms. ******** and her mother for the poor customer service and/or information and options provided to them. This complaint has been escalated to management, and it has been addressed with the associate that assisted Mrs. ******** ********.  
      The customer has returned to the ********************** center, and the general manager, *****, assisted the customer and modified her eyeglass order to suit her eyewear needs.

      If Mrs. ******** has any further questions or concerns at this time, she is welcome to contact our ************************ directly at: **************. We appreciate her business and her feedback on the service rendered, and we look forward to continuing to assist her and her familys eyewear needs.

      Thank you for your time and mediation.


      ************* Leadership
      ******************** Best ********************** and ********************

      Customer Answer

      Date: 12/19/2024

       
      Better Business Bureau:

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

      Sincerely,

      ***** ********
    • Initial Complaint

      Date:12/12/2024

      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 have used this company for a couple of years. I recently starting having issues with my latest contact lens prescription. I made an appointment on 12/10 for 5:30pm. I arrived at 5:25. I was immediately told that someone tried to call me to let me know that I would have to pay $129. I explained that I only wanted to try a different brand of contacts as my prescription is current. I had to speak with the contact specialist. As I was waiting, the front desk employee comes out eating a peanut butter sandwich and talking about another employee being allergic to "everything" and laughing. Definitely not allowed in any medical office I've worked in. After waiting for ***** minutes, I go back to speak with the contact specialist who tells me that I need another eye exam. I explained that I only wanted to try a different brand of contacts. I asked about sending my prescription to an online pharmacy and she told me that she would DENY my prescription. I was literally getting no where. I was treated like I was an idiot. The vision is the same no matter the brand, but she insisted my eye exam was brand specific. Which happens to be their store brand. I should not be required to purchase their brand. The whole time she kept a smirk on her face. I had to agree to another eye exam (already scheduled). Then she tells me that I will need to schedule another appointment as I missed my appointment. I was there at my appointment time. They are the reason I "missed" this appointment. Upon leaving I explained at the front desk that I would like a call from the manager (no call yet). Given the unprofessionalism and uncaring attitudes in this office I highly doubt I will get a call. I went to another eye center and was told that my current prescription cannot legally be denied. I simply wanted to try different contacts due to residue. I got better answers at Ulta Beauty over this contact specialist, who's only focus was getting another $129. Still waiting on a response from corporate.

      Business Response

      Date: 12/13/2024

      Complaint ID: ********
      Customer: Ms. ****** *****

      To Whom It May Concern:


      I am responding to a complaint filed by Ms. ****** ***** regarding a request for a contact lens change/ exam cost. Ms. ***** was originally seen in July of 2024 and was prescribed contacts. Ms. ***** returned with a complaint of contacts brothering her eyes and wanted to make a change to the lens.Because it had been 5 months a follow-up exam was required by the doctor. 


      After speaking with the manager Ms. ***** stated the problem with her contact was from her makeup and skincare and not as stated earlier from medication. They came to an understanding and Ms. ***** has agreed to wait until her insurance plan is available to visit the idea of changing her brand of contacts. 

      If we can be of assistance please don't hesitate to contact our ************************ at ************** 

      Thank you, 
      ******

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