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 Contact & Eyeglasses

  351 N Frontage Rd Ste B7 New London, CT 06320-2628

• 

  America's Best Contacts & Eyeglasses

  175 Quinn Dr Pittsburgh, PA 15275-1013

• 

  America's Best Contacts & Eyeglasses

  102 Wagner Rd Monaca, PA 15061-2456

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:05/29/2025

  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.

  On May 28, 2025, I went into Americas Best ******************************************* to pick out a pair of glasses for my son. My family arrived at the ************** location at approximately 6:15 pm. When entering the store, there were 2 sales associates who sat with 1 customer. I explained to them that I was not there to pick up any frames but to pick out new frames for my son who has a prescription already in the system. After taking about 10 minutes to pick out the frames, I advised the staff that I was ready for check out. Both sales associates continued to speak with the 1 customer that was in the store prior to my arrival. There were 2 customers who came in after me and they were handled prior to the sales associate *** addressing my needs. By the time it was my turn, *** advised me that she did not have time to process my glasses that I wanted to use my insurance for. She simply explained it was a long insurance process and it would take to long seeing as though they closed in 10 minutes. When I asked *** how long it would take yo verify the insurance she would not give me an exact answer. She just simply kept explaining that it was long. Out of the 3 pair of glasses that I was attempting to purchase. I was only able to purchase 2 due to the insurance verification process taking too long. This experience was very frustrating seeing that I arrived in a timely manner and still was not able to be assisted by either associate due to her helping other clients that arrived after me. If there was not enough time to verify my insurance, why was I not informed when I walked in the store and advised what I was there for. This interaction was very poor and I will not be doing business here any longer if this is how the company trains their employees to treat their customers.

  Business Response

  Date: 06/04/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint ID: ******** , filed by Ms. ******* ******. I apologize for her experience at our **************, ** location.
  I have looked over Ms. ******* complaint, as well as Im the agent she spoke to when she contacted our ************************ on 05/29/2025. I have addressed her concerns with Store Manager, ******* This complaint was also forwarded to the District Manager, ******. We apologize for the customer service issues Ms. ****** may have experienced at our location, and the poor service issues will be addressed with the staff, so this does not happen again.
  
  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.
  
  Thank you,
  
  Usha
  
  Customer Care

  Customer Answer

  Date: 06/04/2025

   
  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,
  
  Parisse ******

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am formally expressing my deep dissatisfaction with the service I received at Americas Best ********** first visit was 04/02/2025, for an eye exam. When I received my glasses, the prescription was completely incorrectthe lenses were shaped like a trapezoid, and my vision was visibly distorted. I returned for a correction, which was not my fault. The initial conclusion from the staff was that the frame was too wide and large, so they suggested I replace it. I did, but the problem persisted. By my third visit, the issue remained unresolved, and I expressed my urgent need for functional glasses. At that point, the store manager, *********, suggested a second eye exam to verify the prescription. I agreed, and the exam was again performed by *************************************** during the second exam, she was not courteous. When I explained my concern, she simply said that if the problem continued, I would have to return againwithout acknowledging the prior error. I found this response dismissive and frustrating.I had to explain my case repeatedly to different staff members, which highlighted a lack of internal communication. Each time I returned, it felt like no one had been informed. I suffer from hypertension, and this prolonged situation has affected my health. I have now been without proper glasses for over six weeks.On May 9, I requested a refund. I paid in cash, and Mr. ********* said that I would receive a check within two weeks. As of May 28, I have not received the refund. My online account shows no updates, and my attempts to reach customer service by phone *************) and email have gone unanswered.:Order #: ****** (04/02/2025)Refund Order #: ****** (05/09/2025)Expected Refund Amount: $213.95. I kindly request that the refund be issued immediately. I also ask that Americas ************* corporate office review the performance and service practices at this location, due to repeated service failures and prescription inaccuracies. Thank you

  Business Response

  Date: 05/30/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ******* ******. We certainly apologize for any poor experience she may have received at our vision center.
  
  I am the ************* manager, and I have looked over this case. Ive reached out to our ****************** for an update regarding ******************* refund check. They let me know that her check was mailed out from our office on 5/16/25. Ms. ******* ****** should be receiving it any day now. Please note, the return address will not be from Americas Best, it will be coming from our corporate office, National Vision, Inc., in ***************
  
  I have also forwarded ******************* concerns to the district manager, *****. She informed me shes contacted Ms. ******* ****** and left a voice message with her contact information.
  
  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,
  
  *******
  ************* Manager

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Incorrect Prescription and Refund Request ******************** Location Hello,I am submitting this complaint regarding the service received at Americas Best Glasses, located at ********************, **************************************I received my glasses on April 14, 2025. Initially, I believed the difficulty I was experiencing with both near and distance vision was part of the adjustment period. However, I soon realized that I could see better using my previous glasses, which led me to believe the prescription was incorrect.I made the purchase together with my wife, who also had issues with her prescription and required two separate eye exams. Based on her repeated experience and the persistent issues, I chose not to return for another exam, as I no longer had confidence in the accuracy of the service.Due to the inability to use the glasses and the apparent error in prescription, I requested a refund.Order #: ****** (Original Purchase)Refund Order #: ****** (05/09/2025)Expected Refund Amount: $159.95 I respectfully request that the refund be processed promptly. In addition, I ask that *********************** corporate office review the quality of service and customer care provided at this location, as other customers may be facing similar issues without reporting them.Thank you,***** ***** *******************

  Business Response

  Date: 06/02/2025

  Dear Customer Relations Representative:

  In response to the Better Business Bureau complaint filed by ***** *****, BBB complaint ID# ********, we apologize for any inconveniences and/or prescription concerns *** and Mrs. ***** have experienced with their recent orders. This complaint has been escalated and addressed with management. The customers purchase has been refunded, and a refund check has been mailed to him at the address reflected in this complaint.

  We truly thank *** ***** and his wife for allowing us the opportunity to service their eyewear needs. If he has any further questions or concerns, he is welcome to contact our ************* Team directly at **************.
  
   
  Thank you for your time and mediation. 
  
  ************* Leadership
  America's Best Eyecare and Eyewear  

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Americas best for eye exam and for Memorial Day weekend promotion of 50% off lens. The manager ***** was very helpful but told me it was online promotion. She walked me through all the steps and when I placed my order it had an error. We tried multiple times and she finally said try at home or call to place your order. I called. The agent 1) didnt know the difference between the types of lens. So would not be able to place an order since she had no idea which lens was darker or lighter. She put me on hold for a supervisor, 20 min later no supervisor. She told me she did all she has to and will pass the information on to her supervisor. So I never got to place my order or get the lens discount I would have got if they could simply answer standard questions and place my order. Instead I have to wait for someone to contact me to process it. It made no sense. I called the store to complain and the manager said she would ask if she could honor the discount since we couldnt do it in store , on my phone or at home on a computer. It was their mainframe down. So I was denied an advertised discount because of their computer issues and then a ****** service *** could not process because of lack of knowledge. In store the promotion is not granted. So it was a bate and switch. Full price pay or no glasses.

  Business Response

  Date: 06/02/2025

  I reached out to the customer to get the matter resolved. Customer responded to me via email on 5/29/2025 stating he was assisted in store and needed no further assistance.

  Customer Answer

  Date: 06/02/2025

   
  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:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to America's Best in ********** AL on 4/18/2025 and purchased 2 pairs of eyeglasses and 2 toppers. My total came out to $431.95. One pair of glasses came in on 4/26/2025 and I requested a refund. I was told that because I paid in cash, I would have to be sent a check from corporate. I signed a form saying that I would be receiving a refund of $382.75 and she took the glasses. The lady told me I would have that check in 7-10 business days. It is now 5/23/2025 and I have yet to receive a refund. I have spoken with both Corporate and the ********** location. Fultondale told me that they would be canceling the first check that was sent out and expediting a new check on 5/16/2025. Corporate will know longer return my calls and I have yet to receive the working check. I have tried to get them to do the right thing but they refuse to do so. At this point they have stolen almost $400 from me.

  Business Response

  Date: 05/29/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint # ********, filed by Ms. ******** ****** We certainly apologize for any delay in receiving the check.
  
  I am the ************* manager, and *** reached out to our ****************** for an update regarding Ms. ****** refund check. They responded this morning informing me the check has been cashed and signed by Ms. ****** I am including a copy of the cashed check for Ms. ****** records.
  
  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,
  
  *******
  ************* Manager

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I was told when I went to deposit that check that it wasn't valid. However, I woke up this morning and the money was in my account. Please do better about giving people the go around when it comes to refunds. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of glasses at Americas Best earlier this year (2025). Even using my plan, I spent several hundred dollars on my eyeglasses. A few days ago, while I was just relaxing, watching tv, the eyeglasses brokethe extended part from over the ear just popped off. I managed to salvage a tiny s**** and another piece. Today, I went to the store and was told the eyeglasses would not be repaired because I did not purchase the protection plan. I am currently wearing an old pair from Visionworks that is over two years oldthey have not broken in spite of extended use. THIS is the experience Ive had with eyeglasses, so I certainly did not expect to need a warranty, and I most certainly did expect my eyeglasses to last longer than just a couple of months. I am terribly disappointed and angry.

  Business Response

  Date: 05/22/2025

  Dear Customer Relations Representative:

  
  In response to the Better Business Bureau complaint filed by ******** *********;complaint ID# ********, we certainly do apologize to Ms. ********* for any issues she is having with her eyeglasses. We have addressed her concerns with management and the manager from the ********************************* center will be contacting Ms. ********* to assist her this matter.  
  
  Please know that we offer all customers a Product Protection Plan, which is a breakage plan that allows one free product replacement, during the first year, at a cost of $25. Unfortunately,Ms. ********* did not purchase the Product Protection Plan however we do value her business, and we stand behind our products therefore we will assist her with the frame replacement.
   
  **************** has any further questions or concerns, she is welcome to contact our ************* Team directly at **************.  
  
  
  Thank you for your time and mediation.
  
  ************* Leadership
  America's Best Eyecare and Eyewear

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 3 pairs of glasses within one week of my purchase. I was told by the Scherreville Indiana store that corporate office in ******* would send a check with the refund on April 16th. It is now May 6th and I have not received the refund. I have made several attempts to call corporate and have been told I need to speak to ***** *********, everyone I talk to tells me that I am promised a call back or I am put through to voicemail again. I am not receiving any calls back and every time I call I am put to voicemail. I took it a step further and I called the original store I went to and the manager **** said she would send an email to corporate and copy me, which she has failed to do. This has been an extremely stressful situation. I don't understand how a business can run this way. I due a refund, the glasses were returned within a week of purchase.

  Business Response

  Date: 05/22/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ******* ******. We certainly apologize for the delay in receiving her refund and for any poor service she may have received. I also apologize for our delayed reply here. It looks like the original BBB was filed on 5/6/25, however we did not receive it until today 5/22/25.
  
  I see Ms. ******* refund was processed at the store on 4/11/25 in the form of a corporate check. At the time the store processed the refund, our ****************** was implementing a new checking system, which caused a three-week blackout period where no checks could print. Unfortunately,we have had a few other issues with the new system, causing more delays.
  
  Due to the additional delays, our ****************** expedited all checks that were processed during the blackout time ********. ******* check was sent via ***. Per *** tracking 1ZW0329X1356519993, it shows the check was delivered to the ************* address we have on file for Ms. ****** and delivered on 5/14/25.
  
  Please advise Ms. ****** if she did not get the check or if she has any further concerns to please contact me directly, my number is listed below.
  
  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,
  
  *******
  ************* Manager
  *******************
  M-F 9-6 EST

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of glasses. The vendor only wants to provide one pair. I have been to the store three times and have called numerous times to tell them I did not order what they wish to provide and to return the wrong glasses for a full refund.They have not complied after several months.

  Business Response

  Date: 05/22/2025

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by ******* *********;complaint ID# ********, we certainly do apologize to Mr. ********* for any service and/or product concerns he has incurred. We show that he made his purchase on 11/06/2024 and there have been several order corrections. We have addressed his request for a refund with the store manager and she has attempted to contact Mr. ********* several times to inform him that she will be able to process a refund for him, however he will need to return to the visitor center to have the refund processed.  We would also like to inform Mr. ********* that we offer 30-days to process refunds and while the manager has made an arrangement with him to refund him for the remained of his order, he will still need to go into the store (when the manager ***** is present), so that she can process his refund back to his credit/debit. 
  
  
  If Mr. ********* has any further questions or concerns regarding this matter, he is welcome to contact our ************* Team directly at **************. We thank him for his time and patronage, and we look forward to assisting him.
  
  Thank you for your time and mediation.
  
  ************* Leadership
  America's Best Eyecare and Eyewear

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23353260
  
  I am rejecting this response because:

  I have previously received a refund from this vendor, and I was NOT required to be present to receive it.

  I will not waste any more of my time with this.

  I will be filing a civil suit.

  Thank you.

  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 05/28/2025

  Dear Customer Relations Representative:

  We are once again responding to the Better Business Bureau complaint filed by ******* *********; complaint ID# ********. Since the customer is refusing to return to the ********************** center, we will issue him a corporate check refund from our corporate offices (National Vision Inc.) and the check will be mailed to him. Mr. ********* should allow 2-3 weeks to receive his check in the mail.  

  If Mr. ********* has any further questions, he is welcome to contact our ************* Team directly at **************.
  
  Thank you for your time and mediation.
  
  ************* Leadership
  America's Best Eyecare and Eyewear

• Initial Complaint

  Date:05/16/2025

  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.

  This is one of THE WORST places to go if you need contacts or glasses. The customer service is terrible and the product is cheap. They gave me a trial pair of contacts and I tried them on today. The left contact broke in my eye. I immediately called them to ask if they could have someone help me get the faulty contact out of my eye.When I came in to the store.., the manager, ****, told me they would have to charge me a medical visit fee. They gave me a faulty contact and would not help me without having me pay another $55-$155 just to have the broken contact removed. If a restaurant served food and you get food poisoning - the restaurant is responsible. If an eye doctor gives you bad contacts- at the very least - they should help fix the problem. Don't waste your time here.

  Business Response

  Date: 05/23/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint # ********, filed by MR. ****** ******. We apologize for any poor service he may have received at our vision center.
  
  I have forwarded Mr. ******* concerns to the district manager of this location, ******. She informed me that she would be personally reaching out to Mr. ****** to follow up and see how we can get this 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,
  
  *******
  ************* Manager

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February or March 2025, I visited Americas Best in ********, ** for an eye exam and contact lens fitting. I paid for the fitting and received a trial pair. When I returned to try the brand originally discussed, I was told they didnt have trials available, so I was given a different brand to try ********** a follow-up with a male doctor, he suggested trying another option. This was my second visit for a fitting. My prescription, including base curve and diameter, had not changed. I selected the brand I wanted and only asked for a finalized contact lens prescription.Americas Best is refusing to release my prescription, claiming it was never finalized. I met all requirements, paid for the service, and attended multiple visits. Their insistence that I return again appears to be more about charging for another visit than addressing a legitimate need.Under the Fairness to Contact Lens Consumers Act and FTC rules, providers must give patients a copy of their contact lens prescription after the fitting is complete and cannot require a purchase or additional visit. I should not be denied my prescription simply because the office didnt follow through.Resolution Requested:I want a copy of my finalized contact lens prescription by email or for pickup. I have proof of payment and visits. The continued refusal to release it is unethical and likely unlawful.

  Business Response

  Date: 05/21/2025

  
  Dear Customer Relations Representative:

  
  In response to the Better Business Bureau complaint filed by ********* *****, complaint ID# ********, we do regret any service and contact lens prescription inconveniences Ms. ***** has incurred.
  

  After speaking with management regarding the customers concerns, the customer was contacted and she now understands what the prescription finalization protocol is. Ms. ***** spoke with the doctor about her concerns, and she informed him that she would prefer to stay with a certain CL brand; she requested Acuvue Oasys Torics for the right eye, and Acuvue Oasys spherical for the left eye, which was not requested initially. The doctor was able to finalize this contact lens prescription for the lenses Ms. ***** requested and at this time all of her concerns have been resolved and addressed.
  

  We thank Ms. ***** for her feedback and for allowing us to service her eyewear needs; if she has any further questions or concerns, she is welcome to contact our ************* Team directly at **************, or the general manager, ***** at the *********************************** center.
  
   
  Thank you for your time and mediation. 
  
  ************* Leadership
  America's Best Eyecare and Eyewear