Complaints

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

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• 

  America's Best Contacts & Eyeglasses

  2000 Newpoint Pkwy STE E Lawrenceville, GA 30043-5577

• 

  America's Best Contacts & Eyeglasses

  617 Haywood Road Greenville, SC 29607

• 

  America's Best Contacts & Eyeglasses

  3505 Ambassador Caffery Pkwy. Lafayette, LA 70503

• 

  America's Best Contacts and Eyeglasses

  5726 Buckeystown Pike # 1a Frederick, MD 21704-5239

• 

  America's Best Contacts & Eyeglasses

  1374 Martin Blvd Middle River, MD 21220

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:12/10/2024

  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.

  On 9/05/2024 I purchased lenses from America's Best. I paid for scratch resistant lenses. I received them on 9/15/2024. In October I had the lenses remade due to bifocal to low. Within 30 days the lenses are heavily damaged with scratches, which makes them not usable. I called the office and they said there is only 30 day warranty on lenses. The lenses are not scratch resistant. I only clean my glasses with proper cleaning lens rags. I had to go back to wearing my old glasses. I want my lenses to be properly remade with scratch resistant coating that I paid for.

  Business Response

  Date: 12/13/2024

   

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ******* ********; complaint ID #********.. We thank Mr. ******** for contacting ************* regarding his lenses being scratched.  According to our records he did not purchase the scratch coating for his lenses. The scratch coating may be added onto the lenses to prevent scratches however, there is no guarantee that h is lenses will not scratch. We also dont show that Mr. ******** purchased a Product Protection Plan- this means that his lenses are not under warranty past the initial 30 days after the purchase date of 09/04/2024.
  
  We have escalated his concerns to management, and we agree to remake the lenses for him one last time, as a courtesy however, the customer will need to take his frame to the store, as this is not a frame that we carry,in order for our lab to reproduce the lenses. We have tried to contact Mr. ******** several times to speak with him regarding this matter however, his phone number is not in service. Mr. ******** can contact he manager *******,(and if she is not available, he may speak with ********), at *************, to discuss this matter. Once again, we will need to mail in his frame, in order to reorder his lenses.

  If he has any further questions or concerns, he may also contact our ************* department directly at: **************.
  
  Thank you for your time and mediation.
  
  Violet
  ************* Specialist 
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased 2 pairs of glasses on 7/2/24. One pair I returned because the lens was not properly placed in the frame. It stuck out on the inside of the frame. Returned and was sent back to company that originally inserted the lens. In the meantime, about a week I used the second pair I had purchased. Once the first pair was returned to me, I wore those glasses and continued to wear them for months. Then I began to wear the other pair about a month ago and noticed the same problem with these glasses. I went to the store today, 12/9/24 and told the manager the same thing was wrong with these glasses as the previous ones they fixed. She stated that one of the lens must be thicker than the other. I didn't know but I told her they fixed the other glasses to my satisfaction, but these were not right. She then told me there was a 30 day warranty which I was never told when I purchased these glasses. I left saying I should have known better than to deal with them. I cannot wear 2 pairs of glasses at one time to know if they were properly inserted in the frames until I wear them and clean them. I'm totally disgusted with the satisfaction of this company.

  Business Response

  Date: 12/16/2024

  Hello, I have touched base with the general manager and assisted manager at store 5763 in regards to this BBB complaint and they have agreed to not do anything for this customer because its been since July when the order was initially placed which was 5 months ago. One pair was adjusted/remade during the 30 day time frame but the other ones were not brought in, also there is no warranty on the glasses and it is now December. I do apologize at this time however unfortunately a remake can not be done and the dispute amount is not what she paid. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22664218
  
  I am rejecting this response because: This was a DEFECT in the making of these glasses.  If they fixed the first pair, the second pair should have been fixed properly as well.  I was never told there was only a 30 day return or guarantee on the glasses.  Had I known that I would have gone over the glasses better to make sure the same thing wasn't wrong with the second pair, but since I cannot wear two pair at the same time, I had no knowledge the same thing was wrong with the second pair.  That's ok I've learned my ****** NOT to deal with the company ever again!!!
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/23/2024

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by Ms. ****** *******,
  
  I am the customer care agent who spoke to ****** ******* when she called into our ************************ on 12/09/2024. Per our conversation, I let Ms. ******* know I would have to forward her concerns to the General Manager of the store. 
  
  I've spoken with ******* the district manager as this complaint was forwarded to her as well and ******* emailed me this morning, and agreed to remake the 2nd pair for the customer. At this time everything should be resolved.
  
  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
  

  Customer Answer

  Date: 12/23/2024

   
  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:12/06/2024

  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.

  On 10/21/2024 I went to *******'s Best to get the special they were advertising at that time. I called them prior to going there to find out if I could use my prescription from the Va. Was told yes if it was in a certain time frame. Which was two pairs of glasses for $79.95. Pick out my frame and wanted both pairs of glasses the same frame. got a text message they were in. Went to pick up my glasses and only one pair was there. Same person waited on me (***) **** times. He told me he would order the second pair and was going to do it for the second pair at that time I was there and told it would be about two weeks. Called them about three weeks later to find out were the other pair was at and told I was supposed to pick a second pair when I was there on the 10/21st. This was not told to me by *** at that time. He ask if I wanted the two pairs the same and I told him yes. When I called about the second pair and was told I was supposed to pick a second frame on that day. Then was told they had a special going for $149.95 or two pairs. Why would I want to pay for three pairs of glasses when I only wanted two pairs? I hope I can ger a refund for this problem Which is what I would like and America's Best to train their people to what are the polices they run with their specials offers. Thanks for you time and trouble!

  Business Response

  Date: 12/13/2024

  Dear Customer Relations Representative,

  
  We are responding to the Better Business Bureau complaint filed by ****** ******;complaint ID #*********.  We thank Mr. ****** for contacting us regarding his recent eyeglass purchase. Our records show that Mr. ****** did not purchase the 2 pair for $79.95 eyeglass offer. We have escalated his concerns to the manager, ******** and she contacted the customer and spoke with him regarding his complaint. The manager has ordered Mr. ****** a 2nd pair of eyeglasses at no cost to him, valued at $89.95, for his inconvenience. Once the second pair is ready for pick up Mr. ****** will be contacted.
  
  We apologize for any pricing misunderstandings and service delays, and we thank Mr. ****** for allowing us to service his eyewear needs. If he has any further questions or concerns, he may contact our ************************ directly at: ************** , or the store manager, ********.
  
  
  Thank you for your time and mediation.
  
  Violet
  Customer Care 
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:12/05/2024

  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.

  Location: ******************************************** This business was advertising 2 pair of progressive eyeglasses and an eye exam for $89. I went it to have this done but let them know I did not need the eye exam as I had recently had one so I provided my prescription which they accepted. Somehow, my total came out to $660. When I received my eyeglasses they did not fit well and I am very unsatisfied with them. I called to get some help and the person I spoke to was very rude and unhelpful and she hung up on me.

  Business Response

  Date: 12/13/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ***** ****; complaint ID #********. We thank Mr. **** for contacting us regarding his recent purchase. We have escalated his concerns to management and the store manager, ***** has contacted Mr. **** to go over the pricing and his options (receive a refund, change his order according to his preferences,etc.). The customer has informed management that he will be coming in to return the eyeglasses, so that he may be refunded. Please know that we offer 30 days for refunds/changes made to orders.
  
  We apologize to Mr. **** for any pricing misunderstandings and fitting concerns he has incurred, and we thank him for his patronage. If Mr. **** has any further questions or concerns, he may contact our ************************ directly at: **************.
  
  Thank you for your time and mediation.
  
  
  Customer Care Leadership
  Eyeglass World
  

• Initial Complaint

  Date:12/01/2024

  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 recently went in for an eye exam and to order glasses at the ******** location in the city of *******. I was then told the location did not take my insurance however when called the provider I was told the company is listed in the network of providers. The employees inform they could not enter my insurance because the system would not allow them to manually enter my information. The issue also is if the company is listed as being in network of providers why aren't customers being turned away if covered under network. The exam which my coverage under the the insurance were to be paid by insurance i had to pay for exam since they couldn't enter my authorization code provided by plan representatives. I now paid for an exam but still no new glasses

  Business Response

  Date: 12/02/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ******* ****; complaint ID #********. We thank Mr. **** for contacting us regarding his billing concerns and we assure him that we take every complaint very ******************** was made aware that Mr. **** needs assistance and he was contacted today,and he was invited back into the vision center, so that we can assist him with his billing concerns. His exam was refunded, as there was a double charge, and he was also able to place an eyeglass order, using his insurance benefits for this order.
  
  We apologize for any misunderstandings and/or billing errors Mr. **** has incurred; if he has any further questions or concerns, he may contact our ************************ directly at:**************. If he has any insurance benefits related questions or concerns, he may contact our *********************** at: **************.
  
  Thank you for your time and mediation.
  
  
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:11/29/2024

  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 was told my eyeglasses would arrive in 7-10 business days. It's been 2 weeks and still haven't arrived. When I call the Lancaster Ohio office to ask why they are late. They repeatedly tell me they don't know what the problem is. They also can't provide a date when the glasses will come in.

  Business Response

  Date: 12/05/2024

   

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by ***** *******; complaint ID #********. We thank Mr. ******* for contacting us.According to our records, his eyeglass order took a bit longer than usually due to the frame he selected was not in stock. At this time, his order has been completed at our lab and has shipped to the vision center. His order is expected to be delivered by latest tomorrow and management will notify Mr. ******* as soon as its ready for pick-up.
  
  We apologize for any delays Mr. ******* may have incurred and we appreciate his business. Orders typically take aprox. 10 business days to be completed.If Mr. ******* has any further questions or concerns, he may contact our ************************ directly at: **************.
  
  

  Thank you for your time and mediation.
  
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:11/28/2024

  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.

  Purchased glasses for my son and the protection plan. They have incorrectly placed his bifocal on his glasses TWICE. The second time they never corrected the bifocal. But made me waste my time and gas to correct their mistake not once but twice, then tells me they don't even have an order. I want a full refund I will never go to this location again.

  Business Response

  Date: 12/04/2024

   

  Dear Customer Relations Representative,

  
  We are responding to the Better Business Bureau complaint filed by ****** ********; complaint ID #********.
  
  In order to research Ms. ********* complaint, we will need additional information; her sons name, the phone number associated with his account/order, and the vision center location/address his order was placed at. Once we have this information, we can research her complaint and respond accordingly.
  
  Moreover, if Ms. ******** would like to contact ************* directly, she is welcome to do so at: **************. We look forward to assisting her and her son.
  
  Thank you for your time and mediation.
  
  
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:11/27/2024

  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.

  Complaint Against Americas Best ********************************************* Incorrect Prescription Dear ********** I am filing a complaint against Americas Best ********************************************* regarding an incorrect prescription provided to my son and the companys refusal to address the issue. On Nov. 4, 2024, my son took an eye exam at Americas Best in *********, **. Although he was physically present, the exam was conducted remotely (via online). Afterward, he was given a prescription. Based on this, I ordered contact lenses from ********** on the same day due to their lower price compared to Americas Best. When the lenses arrived, my son discovered the prescribed strength was incorrect. He returned to Americas Best for a second exam, where he was issued a revised prescription and a pair of trial lenses. I contacted Americas Best customer service to request reimbursement or replacement lenses for the incorrect ones purchased based on their original prescription. They refused, citing that the lenses were purchased from ******. I find this response unacceptable and difficult to understand. The incorrect prescription provided by Americas Best caused a financial loss, and the company has refused to take responsibility despite issuing a corrected prescription. I am requesting that your office investigate this matter and ensure Americas Best rectifies the situation. I seek a resolution that includes either a refund for the incorrect lenses or replacement lenses matching the updated prescription. Thank you for your attention to this matter. Please let me know if further information is required.

  Business Response

  Date: 12/04/2024

  Good afternoon,

   

  The patient was seen at our location in *********, **. When there is a change in prescription, typically the patient is given a trial pair of contact lenses. The patient declined the offer of trials at the initial exam appointment. The prescription was released according to the findings during the exam, which are subjective. Once the patient stated that they felt discomforted by the new  contact lens prescription, he was promptly brought in for a recheck. At which time, store leadership offered the patient a new set of trial lenses. They are special order and the manager explained to the patient that they would notify him when they arrived. It is not standard operating procedure to replace product purchased elsewhere. At the time of the call, the patient's parent simply asked what the policy for replacing items purchased elsewhere is. I explained to the patient's parent about the policy and that we could not replace contact lenses that were not purchased from us. I also explained that I could not discuss the patient's record with their parent, because the patient is not a minor child. I have invited the patient to speak with myself or the general manager of the vision center directly, as I have never been given explicit permission from the actual patient to talk about the patient's account, per HIPAA regulations. The patient, nor his mother, has not called back to the vision center or to the ************************* We are hoping to possibly offer an additional set of trials, but we cannot replace product that we did not sell.

   

  Best,

  Aisha

  Customer Care

• Initial Complaint

  Date:11/26/2024

  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 on 8/03/24. I found a frame i liked so gave it to the cashier. While paying my transaction was higher than I normally pay for my glasses. The transaction came to $412.45 for one pair of glasses. i figured it was due to inflation and carried on. In the mean time a trial pair of contacts were ordered for me.3 weeks later when my glasses were in. i picked up my glasses and trial contacts. The doctor told me to solely wear my trial contacts. they did not even put the glasses on my face to ask me how they felt or anything. I took my glasses and trial contacts home. When i got home i put my glasses on to see if they were cute and i could not see through them. when i walked i got really dizzy and the vision was super distorted on the sides. i almost fell. I had an upcoming follow up appointment in a week for my trial contacts so i figured i would just bring them with me to let them know i think they used the wrong prescription. i followed up with the front desk the ** twice, another *** and the guy who checks your eyes before seeing the *** i advised all of them that i could not see through the glasses. No body would ad**ess my concerns. i was trialing different contacts and my final rx was completed 10/30/24. i asked the cashier if anyone was going to ad**ess my concern that i could not see through my new glasses and he just looked at me and asked if i would by buying the contacts today. i said i am not buying anything until my glasses issue is ad**essed. The *** said about 10% of people who get progressive lenses get dizzy wearing them. I told him i didnt ask for progressive lenses and he said that is how we ad**ess your vision concerns. In the end I ended up with a pair of glasses for $412 dollars that i cant see through. I asked for corporate phone number and the front desk just gave me a card with general information on it. I want a pair of glasses i can see through. $400 is not pocket change but i need to see. i am a repeat customer for many years.

  Business Response

  Date: 11/15/2024

  
  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by ******** *******; Complaint ID #********, we sincerely apologize for any issues concerning her eyeglasses and for any lack of assistance when she last visited our vision center.
  We definitely want to assist Ms. ******* and correct her eyeglasses as soon as possible. We have addressed her concerns with the general manager, ****, at the ********************************** center and he has attempted to reach Ms. ******* via telephone however, he was not successful in doing so. If Ms. ******* would like to speak with the manager, she is welcome to contact him at **************, so that he may personally assist her with her concerns.  
  

  Once again, we do apologize for any misunderstandings, and we thank Ms. ******* for contacting ************** and for allowing us the opportunity to service her eyewear needs. If Ms. ******* has any further questions, she is welcome to contact ************* directly at:**************.  
  
  
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

  Business Response

  Date: 11/27/2024

  Dear Customer Relations Representative:
  
  Once again, we are responding to the Better Business Bureau complaint filed by ******** *******; Complaint ID #********, we sincerely apologize for any issues concerning her eyeglasses and for any lack of assistance when she last visited our vision center. We definitely want to assist Ms. ******* and correct her eyeglasses as soon as possible. We have addressed her concerns with the general manager, ****, at the ********************************** center and he has attempted to reach Ms. ******* via telephone however, he was not successful in speaking with her. We advise that Ms. ******* contact the manager back at **************, so that he may personally assist her with her concerns regarding her order. If she has any difficult reaching the manager she may contact ************* at:  **************.   
  
  We apologize for any misunderstandings, and we look forward to assisting Ms. ******* with her order concerns at her earliest availability. 
  
  
  Thank you for your time and mediation.
  
  ************* Leadership
  ******************** Best ********************** & ********************
  

• Initial Complaint

  Date:11/25/2024

  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 had my eye exam on 07/10/2024. I found frames and sat down to talk about my order. I was never offered a warranty and it was difficult to get all of the information about my order. It hasn't even been 6 months and my left lens is cracked in two places after dropping them on carpet. I called to see what could be done and was told that I didn't buy the warranty so there's nothing that can be done. I told the woman I spoke with that it wasn't offered and she said well there's nothing we can do. My mom went to the ******** location as well and was never offered a warranty. I thought the warranty would be included since it wasn't offered. I would just like to have my lens repaired before it gets any worse

  Business Response

  Date: 11/26/2024

   

  Dear Customer Relations Representative,

  
  We are responding to the Better Business Bureau complaint filed by ***** ****;complaint ID #********. We thank Ms. **** for contacting us and for providing us with feedback on her purchase experience. We have addressed this complaint with management. Please know that management is reprocessing Ms. Hills lenses,at no cost to her, as a one-time courtesy, even though Ms. **** did not purchase a Product Protection Plan. She will be notified once her order is ready for pick-up.
  
  We look forward to servicing Ms. Hills eyewear needs in the future, and we thank her for her patronage. If she has any further questions, she is welcome to contact ************* directly.
  
  
  Thank you for your time and mediation.
  
  
  *************
  ******************** Best ********************** and ********************
  **************

  Customer Answer

  Date: 11/26/2024

   
  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,
  
  ***** ****