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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

    • 473 total complaints in the last 3 years.
    • 168 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:08/06/2024

      Type:Product Issues
      Status:
      Answered
      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 went there to americas best like a year ago and i used to go to bascom palmar as a kid till 5 years ago im 38 years oldnow my mom didnt have enough money to book an appointment pin ************************* so we went with ********************** best i came in there with a -10 contact prescription seeing fine so now the dr ********** me -12 pres ription and i see worse and cannot se far and ever *********** i had cateract so my momgot scared and set me up with ************************* and i do not have cateract this is the second prescription thzt i get and cannot see clearly im not asking for a refund im asking for a free eye exam and ny right prescription im blind by my other eye and i need you to please understand and help me this location was in ***** fl ****************************************** wich is sw 88 st

      Business Response

      Date: 08/08/2024

      Dear Customer Relations Representative,


      In response to the Better Business Bureau complaint filed by ***************************;Consumer ID #********, we regret any inconveniences, or misunderstandings, ******************* has encountered in the matter of his contact lens prescription.

      ******************** is an ************ member until 01/05/2025; which means his eye exams visits and follow-up visits are free of charge, and he receives 10% off discounts on any purchases made. ******************** is welcome to take advantage of his ************ membership.At this time, if he has any questions about his diagnosis, or if he is not satisfied with his prescriptions, it will be necessary for ******************** to come back in for a new eye examination with our doctor. *************** have addressed his concerns with the manager, ******, and she contacted ******************** to speak with him. He has scheduled a new eye examination appointment for 08/19/2024 at 9:20am and we look forward to his next appointment.

      If Mr. ********* has any further questions or concerns, he can contact the vision center manager, or our ************************ directly at **************.

      Thank you for time and mediation.

      Violet
      Customer Care
      ******************** Best ********************** and ********************

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

      *****************************roper fitting. My 3rd mistake. Now I have a pair of glasses I can't wear, partically because they won't stay up, not just because they are to big but because the frame won't hold it's adjustment. So now I have a pair of glasses that don't fit and have a wrong rx for what ever reason. I would like a pair of glasses that not only fit but that won't make me sick. I don't think that's to much to ask. I love the frame or I wouldn't of bought them. But, they are a poor product that some how has a wrong rx.. I don't feel I should have to go out of pocket to get this issue fixed. I wait for your help in this matter.

      Business Response

      Date: 08/08/2024

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

      In response to the Better Business Bureau complaint filed by *******************************; Consumer ID # ********, we regret any inconvenience ********************* has incurred and we appreciate her business.
      Thank you for providing the details of Ms. ********** complaint. On 1/13/24 ********************** visited our **************************************** center and purchased a pair of glasses with an outside Optometrists prescription; her order was processed,and she received the glasses on 1/25/24. She notified store associates on 1/30/24 of her concerns with the prescription in the glasses. The vision center associates agreed to remake her glasses with an updated prescription. Ms. ********** returned to the store on 2/16/24 with an updated prescription from her outside Optometrist and the eyeglasses were remade for her.

      We offer a 30-day refund policy, and this timeframe has now expired, and a refund cannot be granted. However, as a customer service we can adjust the glasses, or restyle the customer with a different frame is needed. *********, the manager at the vision center, will be more than happy to further assist the customer with the glasses.

      At this time, we are considering this complaint resolved, and we look forward to continuing to serve Ms. ********** eyewear needs. If she has any further questions or concerns, she can contact the vision center manager, or our ************************ directly at **************.

      Thank you for your attention and mediation.

      Best regards,

      ******
      Customer Care
      ******************** Best ********************** and ********************

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      February 2024 I bought a pair glasses. They gave me something less than what I ordered. How I can see with those glasses.

      Business Response

      Date: 08/08/2024

      Dear Customer Relations Representative:

      We are responding to the Better Business Bureau complaint filed by ***********************; BBB complaint ID# ********. We thank ************** for contacting us regarding this matter. Our records indicate that ************** purchased eyeglasses from us on 02/26/2024 and he brought in a prescription from an outside Optometrist. We filled his order according to his prescription and we have not heard back from ************** since he picked up his eyeglass order.

      We offer 60 days for prescription changes/order remakes, and we also offer our customers 30 days for refunds. If ************** is not happy with his prescription, has he contacted the Optometrist that issued his prescription to address this? If ************** has an updated prescription at this time, the manager of this vision center advised she will reorder his eyeglasses with his updated prescription, as a one-time courtesy.

      We thank ************** for his patronage, and we look forward to assisting him,upon his return to the vision center. If ************** has any further questions or concerns, he may contact ************* directly at: **************.

      Thank you for your time and mediation.
       

      Violet
      *************
      ******************** Best ********************** and ******************** 

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

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

      Business Response

      Date: 08/13/2024

      Contacted customer via phone and apologized for the inconveniences she ran into with our website. Also advised the customer that the auto-shipment shows cancelled as well as the orders that were placed. In our banking system it showed all funds were returned which the customer confirmed. Asked customer if there was anything else I could assist with and she stated she was fine.

    • Initial Complaint

      Date:08/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 ripped my last left contact lens on 7/24 and immediately placed an order for a new box, paying extra for 1-2 day shipping. It is now 8/3 and I have not only not received my contact lenses, leaving me with one contact, but I havent heard anything from Americas Best at all. Ive called 8 times and left 2 voicemails and no one has responded. *** emailed and was told to expect a response in 48 hours but have heard nothing. I cant afford a glasses perscription right now. So Im stuck wearing just one contact lens and its greatly affecting my vision and my stress. I dont know what to do at this point. Id cancel the order but I cant find any information on if Id get a refund and again, cant get in touch with anyone who will answer. I want my contact lenses and I want a refund for the money I paid for faster shipping, just for my lenses to be taking longer than they would with normal shipping time.

      Business Response

      Date: 08/13/2024

      Hello ***************************,

      I do apologize for the experience you've had ordering with us. We have had a large influx of call, messages and orders lately which has unfortunately caused a delay in getting back to our customers and getting order out. I do see you were able to get in contact with one of agents and were able to get your order cancelled. This will void the preauthorization on your card which will not show up as a refund but a pending hold that will be released to your card. Again, I do apologize for the delay. Please let me offer you at 20% discount on your next order. I am notating your account accordingly so you may give us a call to replace your order. We are working on getting a call volume under wraps so that we can better serve you and the rest of our customers. Please let know if there is anything further we can assist you with.

       

      Thank you,

      ****

      eCommerce

    • Initial Complaint

      Date:08/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Poor quality glasses. I purchased a pair of frames through my military benefits and I additionally added a warranty. At the time the need to use the warranty arose, the store advised that I was only allowed a replacement with the exact same frame. Hence 2 months later the arm broke off again. There glasses have a pin style instread of a s**** so if the arm loosens the end result will lead to it completely coming off with no repair option. I asked to simply get another pair as I have been an eye-glass wearer for over 30 years. Americans Best national customer service number refers the consumer back to the purchase location. The manager there acted like she did me a favor in honoring the warranty that I included in my original purchase. Their documented version of the conversation was one sided and did not included my concern of a repeat issue and that my preference was a completely different style rather than be limited to the same pair of frames. I am now left with a broken eyeglass arm again and the response is I Told You When I (The Store manager) Replaced them Under Warranty it was a Courtesy. When does adding a warranty for this very reason indicate that you are being done a favor and one should not care or question the process. The staff is trained to continue to up-sell services. I bought in with a warranty now the newest option is for me to buy another pair of glasses and get a discount. I havent had my original glasses 9 months or the replacement for more than 3 months. Such a big company should care more about the experience of the paying consumer.

      Business Response

      Date: 08/06/2024

      I called the store 5773 and requested to speak to the ** ********. I updated her a bit of what occurred on 8/2/24 when the complaint was filed and asked if she has spoken to the customer since then since she was not in office on the day of. She told me that the situation as of now is handled and has reached out to DM in terms of the situation. Quoted from memo :"We will honor to replace with the frame of same value and it is a last time replacement. approve by DM (remake)". The manger lastly mentioned that they are just waiting on the customer to come in and pick out the frames. 

    • Initial Complaint

      Date:08/03/2024

      Type:Product Issues
      Status:
      Answered
      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 placed an order for contacts on 7/12/24 and requested that America's Best confirm the prescription, as I did not have the prescription; this was estimated to take 3-4 days. American's Best charged by debit card on the date of the order (7/12/24). On 7/25/24, 14 days later, the prescription verification still had not taken place. At this time I cancelled the order and it was estimated that it would take 3-5 days for the refund to appear on my bank statement; it is now 8/3/24, 6 business days later, and the cost of the contacts has still not been refunded/adjusted.

      Business Response

      Date: 08/13/2024

      Hello *****,

      Thank you for reaching out to us with your concerns. I do apologize that it took so long to get verification of the order and prescription. We have had a large influx of orders, calls, and messages which has unfortunately caused this delay. I did check your order and the transaction in our payment system and shows that the transaction for the cancelled order has been voided. I have attached a screenshot showing the void. When the order was placed we do not automatically capture the funds, but place a pending hold/ preauthorization on the card. Since the order was cancelled, this hold was released and voided on our end. However, if you are still seeing the pending hold on your card, pleaser each out to your payment institution so they may release the funds on there end. You may also show them the screenshot if necessary to show the voided transaction. Again, I do apologize that we did not get to verify and send you your order. We are working hard to get thorough all orders and messages so that we can serve our customers with a more positive experience. IF you would like to place another order with us I will notate your account to offer you 20% off your next order. Please let us know if there is anything further we can assist you with.

       

      Thank you,

      ****

      eCommerce

    • Initial Complaint

      Date:08/02/2024

      Type:Delivery Issues
      Status:
      Answered
      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: 22081567

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 08/14/2024

      Hello ***********************,

      I noticed this complaint was sent before I responded to you directly but I just wanted to make sure this was resolved for you and you received my email from before. I have attached the screenshot from out payment system. The first transaction on 7/11 is when the order was placed. This is a preauthorization hold. This hold is released once the order shipped and the payment is then captures, which is the actual charge on 8/2. If you are still seeing the pending preauthorization hold you will need to contact your bank to have it released, as it has been released on our end. You may also show them the screen capture I have attached as well.. Please let us know if there is anything further we can assist you with.


      Thank you,
      ****
      eCommerce


      Business Response

      Date: 08/16/2024

      Hello ***********************,

      We received your rejections to your response. However, I did not see what the reasoning was. Can you please share your concern so that we can help you accordingly? Tracking shows that your order was delivered August 7th at 11:28, if this is not the case please let me know and I will be happy to assist you.

      Thank you,

      ****

      Customer Answer

      Date: 08/16/2024

       
      Complaint: 22081567

      I am rejecting this response because: After finally receiving the sunglasses they are the wrong prescription. I took them to the store and they agreed they were the wrong ones. But we're unable to send them back. So I am out of $47.97 and no sunglasses

      Sincerely,

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

      Business Response

      Date: 08/27/2024

      Hello ***********************,
      I have responded to you directly from our portal. I do apologize that we have sent you the incorrect prescription and that you have had a hard time reaching us. We have had a large influx of calls, orders, and messages and our working hard to get back to you and the rest of our customers. I have sent a return label to you via *** to return the incorrect pair. As well as gone ahead and made a replacement order with the correct prescription to get sent out you. Please let us know if there is anything further we can assist you with.

      Thank you,
      ****
      eCommerce

    • Initial Complaint

      Date:08/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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: 22077348

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 08/06/2024

      Dear Customer Relations Representative:

      We are responding to the Better Business Bureau complaint filed by ***************************; BBB complaint ID# ********. We thank **************** for his feedback, and we regret any type of inconveniences he may have incurred.   

      We have addressed his complaint with leadership. According to our records ****************** prescription is expired as of 02/18/2023. **************** had an appointment scheduled for 08/01/2024 for a new eye exam. He was asked to complete the health history form, and this was an inconvenience to him, and he left without completing his visit. If *************** would like to schedule a new eye exam appointment, he is welcome to do so;however, the health history form will have to be completed. If he needs assistance with this matter, he may ask to speak with management.  

      We thank **************** for his patronage, and we look forward to assisting him, upon his return to the vision center. If he has any further questions or concerns, he may contact ************* directly at: **************.

      Thank you for your time and mediation.
       

      Violet
      *************
      ******************** Best ********************** & ********************

      Business Response

      Date: 08/15/2024

      Dear Customer Relations Representative:


      We are once again responding to the Better Business Bureau complaint filed by ***************************; BBB complaint ID# ********. We thank **************** for his feedback, and we regret any type of inconveniences he may have incurred.  

      We have addressed his complaint with leadership. According to our records ***************** prescription is expired as of 02/18/2023. **************** had an appointment scheduled for 08/01/2024 for a new eye exam. He was asked to complete the health history form, and this was an inconvenience to him, and he left without completing his visit. If **************** would like to schedule a new eye exam appointment, or if he needs any additional assistance, he is welcome to contact the manager (*******), or ************* for assistance however; please know that the health history form will have to be completed. 

      We thank **************** for his patronage, and we look forward to assisting him,upon his return to the vision center. If he has any further questions or concerns, he may contact ************* directly at: **************.

      Thank you for your time and mediation.
       

      Violet
      *************
      ******************** Best ********************** & ********************

    • Initial Complaint

      Date:07/31/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 got glasses here on 12/27/23. This was my first time coming hereI get one set a year. I purchased the top lenses and was assured that they came with the 1 year protection warranty for replacement. Which I always get where ever I get glasses for the fact that I only get one a year. I went in on Monday 726/24 to get new lenses because mine got damaged. They proceeded to tell me that I do not have a warranty but on every desk is a list of lenses and what is included and sure enough the lenses I purchased said 1 year protection included. Nope. Was told I need to pay 450 dollars to get new lenses for my frames. I find that to be false advertisement. I have sent an email through there website with no response at all. I want them to honor the protection plan that I was told I had at time of purchase but they are claming that since I used insurance that I do not get the coverage. No where on the paperwork on the desk dose it say anything about if you use insurance you don't get the protection plan.

      Business Response

      Date: 08/02/2024

      Dear Customer Relations Representative:


      We are responding to the Better Business Bureau complaint filed by *******, ******;BBB complaint ID# ********. We thank **************** for providing us with his feedback on his visit and we do regret any misunderstandings.

      Although the eyeglasses are not under warranty, as **************** did not purchase the Product Protection Plan, which will allow one free replacement should his eyeglasses break, the vison center manager has contacted **************** and has spoken with him regarding his complaint. The manager has also reordered his eyeglasses for him at no charge to him, as a one-time courtesy.  **************** will get a phone call from the vision center within 10 business days once the eyeglasses are completed.
      We thank **************** for his patronage, and we look forward to assisting him, upon his return to the vision center. If he has any further questions or concerns,he may contact ************* directly at: **************.

      At this time, we have addressed this complaint and taken care of the customers needs,and we thank you for your time and mediation.
       

      Violet
      *************
      ******************** Best ********************** & ********************

    America's Best Contacts & Eyeglasses is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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