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

  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

  8000 Mcknight Rd Pittsburgh, PA 15237-3000

• 

  America's Best Contacts & Eyeglasses

  817 Liberty Ave Pittsburgh, PA 15222-3703

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:10/27/2023

  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.

   
  Complaint: 20791225
  
  I am rejecting this response because:they (americas best) got the prescription wrong and for that I had to pay for the exam.  I subsequently went to a different optometrist and used their new prescription to purchase reading eye glasses that work. I still want a full refund.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/03/2023

  Tell us why here...ID of ********
  Filed 10/27/2023
  ***************************
  
  To Whom It May ******************************* to the complaint filed by **************** on 10/27/2023. I had the privilege of assisting ****************. I explained if he returned the glasses he would be charged for the exam a sum of $59 and any additional fees for testing all services rendered by the doctor. ***** explained to **************** that his exam is free only if he purchases glasses, if he returns the glasses he will be charged for the exam $59 as well as $30 for a retinal image test that he requested.
  *****f I can further assist you please contact me at ************* at **************
  
  Thank you,
  ******/ *************
  

  Business Response

  Date: 11/08/2023

  Tell us why here

   

   

   

  ID of ********
  Filed 10/27/2023
  ***************************
  
  To Whom It May ******************************* to the complaint filed by **************** on 10/27/2023.  I have spoken to the manager and he has agreed to refund **************** $59 for the cost of his exam. 
  
  If I can further assist you please contact me at ************* at **************
  
  Thank you,
  ******/ *************
  
  ...

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20791225
  
  I am rejecting this response because: This company made a partial refund but not the total refund. So I still reject their response.
   
  Thank you,
   
  *******************
  

• Initial Complaint

  Date:10/23/2023

  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.

   
  Complaint: 20772145
  
  I am rejecting this response because: This was an error on the part of the store. If the doctor would have ordered trials this would not have happened. The company is making me pay for the doctors error. From what I know NOW I ******** have been able to order contacts as a final prescription before having me sample the prescription with trials. If I knew that at the time I would have corrected the doctor but the doctor ******** have made the error that Im being forced to pay for. Being out of $70, which includes the 20% discount thats being offered, is unacceptable. 
  
  Sincerely,
  
  ***********************worked. I came back again to let them know that my eyes were no longer dry and I wanted to go ahead and older more contacts with my old prescription. I was told I would get credit for the contacts with the changed prescription to put towards the contacts I was about to order but since I opened the one box (to try out the contacts) that box couldnt be refunded. The doctor never ordered trials when she changed my prescription so I should not have to lose about $80 because the new prescription did not allow me to see correctly. I spoke to the front office who told me to call Americans Best customer service. I spoke to customer service on 10/18 and 10/19 and they told me they would give me 20% off a box of new contacts which is about $13. This is unacceptable since I paid about $80. I have never had issues in the past with Americans Best and I hope this can be rectified. I just want to return the 2 boxes of contacts that I cant use for 2 boxes that I can use.

  Business Response

  Date: 10/26/2023

   

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by ***********************. I apologize for the experience she had at our vision center.
  
  I am the representative who assisted ************** when she called ************* on 10/18/2023. I addressed her complaint with the store manager, *********. Unfortunately, at this time, we are unable to refund the open box of the contact lenses. However, our offer of 20% off of a future order still applies.
  
  
  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,
  
  Usha
  *************
  

  Business Response

  Date: 11/01/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********, filed by Ms. ************************  
  
  I reviewed ************** rejection and addressed it to the store manager *********. As previously stated, we are unable to refund open boxes of contact lenses. However, considering the circumstances I have sent a voucher for $70.99 to the store to cover another box of the Contact lenses for **************. This will be noted in her account.
  
  If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  Usha
  Customer Care
  

  Customer Answer

  Date: 11/07/2023

   
  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:10/18/2023

  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.

  I went in to get a exam for a contact lens renewal and got a defective pair of contacts I called regarding the status of my trial pair but was told they haven't come in I have no contacts or a prescription they are rude and refused to help saying they can't do anything until the pair comes in

  Business Response

  Date: 10/20/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by ******************. I certainly apologize for her experience with our Colonie,** location.
  
  I have looked over Ms. ****** complaint and I have spoken to one of the managers at this location, ********. She let me know she spoke to Ms. ***** recently, and they were able to provide her a pair of trials to hold her over until her pair comes in. I understand Ms. ***** picked those up on 10/19/2023.
  
  I apologize for the delay in receiving her contact lenses. Unfortunately we do have a lot of contacts on backorder right now, and that is out of our hands. We are doing our best to get our patients taken care of in a timely manner. There is never any excuse for poor service no matter whats going on. We appreciate Ms. ****** feedback so we can get this addressed.
  
  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

• Initial Complaint

  Date:10/16/2023

  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.

  02/04/23 - recvd rx for contact lenses. tried to asjust to the rx but could not see well. Came back 10/02/23, saw the optometrist for 2nd time, charged again requested stronger rx. My complaint is the same. Not able to see my computer monitors. Dr told me to come back to get a trial pair and said that she tweeked my rx. Came in 10/11/23. Trial pair was weaker. **** for right and .50 for left. Called in 10/16 spoke with *********. Nothing they can do - dr does not come in until next monday. requested to schedule me next week. I refused to schedule another appt and requested to speak with someone else. ********* placed me on hold and when she came back - no resolution, there was nothing that could be done. I requested to speak with the store manager and ********* placed me on "hold" , the call disconnected. I called back and got the store manager - ******. She was very argumentative and gave me no resolution. She said that I never got a rx for contacts back in February and wanted proof. She kept arguing with me. This store is very rude and I clearly have proof that contacts were checked back in february 2023.I am requesting a refund. I paid for a 3 year plan with Americas Best. The services were not provided AND I do not feel comfortable going to Americas Best. I called the customer service number and they said that I could go and get another opinion but they would not reverse the charge. I spoke with ******.

  Business Response

  Date: 10/19/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********, 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 10/16/2023. I have addressed her concerns with one of the store managers, ******. This will also be forwarded to the store manager, ******, for further review. We apologize for the customer service issues **************** may have experienced at our location, and the poor service issues will be addressed with the staff so this does not happen again.
   Our records show **************** had her initial exam with us on 2/4/2023, and then again on 10/2/23. We do not however have any record of her coming back for a follow-up appointment within that time frame.
   Unfortunately, at this time, we are unable to provide a refund for the services rendered. The exam fee is the doctors service fee, and **************** did see the doctor. I see where **************** joined the 3 year ************ Membership, which provides free exams for the 3 year life of the Club. She can use that benefit at any of our Americas Best locations if shed like to start over with another store and get another exam.
   The only other offer I can provide is refunding the $10 difference between the exam fee ($99) and the Club fee ($109), if *************** wishes to cancel the Club. But exam fee portion is still non-refundable.
   If **************** would like to do that, please have her return to the vision center with her MasterCard 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.

   

  Thank you,

  Arijana

   

  Customer Care 

• Initial Complaint

  Date:10/10/2023

  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 event happened 10/09/2023. I did not purchase anything but went in for an adjustment on a new pair of glasses that I had purchased through oakleysi.com. I asked the employee for an adjustment on my frames, specifically at the temples, and she agreed. However, I noticed she did not adjust them at the temples but at the lens frame portion which deformed the frame and damaged the lenses due to her using pliers on the portion of the frame that is not supposed to be adjusted. Upon letting her know that she was improperly adjusting my glasses, she rudely informed me that this was how "they" did it, and when I informed her that i had video proof of how to properly adjust my specific frames, her demeanor changed and became extremely agitated. I would like to have my glasses replaced or reimbursed for the original purchase price not including the coupon code I used to purchase since it is not valid anymore.

  Business Response

  Date: 01/17/2024

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by ***************************, complaint ID# ********, we do regret any delays in responding to this complaint; however,this is the first time we were made aware of this complaint.
  To research this matter and address with management of the vision center location, we would need the associates name that assisted ***************. Once he noticed that the eyeglasses are deformed/damaged, did he contact the store? Did he speak with a manager at this vision center to address his concerns? What was the outcome? If not, did **************** contact our **************************
  We look forward to researching this matter once **************** is able to provide further information regarding his date of service.
  
  Thank you for your time and mediation.
   
  Violet
  Customer Care
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:10/09/2023

  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 8/5/23, I went to America's Best in *********, ** for an eye exam as I had done since 2020. ******************************* performed the exam and told me nothing had changed with my contact lens prescription. He even asked if I had contacts at home until I could get some ordered because they did not have a trial pair at the store. I stated yes. One of the ladies in the front wrote my prescription down and handed it to me. I went home that night and ordered 2 boxes of Biofinity Toric contacts based on what my prescription said. I did not realize when entered in the info that it was the wrong cylinder prescription because ********************** said nothing had changed. The contacts arrived and I put them in. No big deal...or so I thought. For 2 months, my life has been a living h*** Distorted vision, blurred vision, vertigo- all of these issues led to anxiety, which led to panic attacks. I basically had to stop driving because the lanes would blur together, etc. I did not correlate my above symptoms with my contacts until 10/6/23 when something told me to compare my expired prescription with the current one. The expired one was ***** for cylinder and current one is ***** (but doc said nothing had changed) I have been on the verge of a nervous breakdown thinking something was horribly wrong with me and it was the wrong eye prescription all along. I went to America's Best on 10/7/23 and spoke with ******, the *** She said the doc was out until 10/9 so she wrote me a new prescription with my expired prescription. I thought if the prescription had changed, they were supposed to fit you in a trial pair for 1-2 weeks to make sure they fit, etc. That did not happen. I could have had a wreck with my children in the car because of their negligence. Something is off with that whole experience. I think someone goofed and wrote me the wrong prescription on 8/5/23. I had to buy another box of Biofinity Toric- 3 in total now- so I can finally see again...and those are not cheap!

  Business Response

  Date: 10/10/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by Ms. ********************** We apologize for all the issues **************** has experienced with her contact lenses.
  
  I have looked over ****************** account, and I also saw the email she sent to our ************************* I have addressed everything with the store manager, ******. She informed me that shes already resolved this with the customer. She stated shell be ordering **************** two boxes of contact lenses with her corrected prescription, at no charge, to make up for the boxes purchased elsewhere.
  
  Once again we apologize for the issues **************** had, and we thank her for reaching out and her feedback. This gives us the opportunity to get this addressed so it doesnt happen again.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

• Initial Complaint

  Date:10/07/2023

  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.

  Purchased glasses and contacts from America's Best for at least 15 years. I recently purchased their plan to receive examinations for three years and purchased usual contacts. The contacts prescribed to me were twice the previous costs. But I purchased since they were recommended. Unfortunately I have problems getting contact out of right eye forcing me to have slept in a few times because of the discomfort trying to take out. I would have to keep moisturizing and eventually it would come out. This forced me to go a day or two without seeing well before trying again to wear. I now have a right eye problem causing me to see an opthalmologist saying my prescription needs to be checked. I see spots, light and squiggly lines with blurred right eye vision. Going back to America's Best doctor tells me that there was a problem with these particular contacts taking them out. He then ordered a different contact lenses for me. Two weeks later I still do not have being told different manufacturers takes different times to ship out. It usually took three to seven days to receive.

  Business Response

  Date: 10/10/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by *****************************. I certainly apologize for the issues ****************** experienced with his contact lenses.
  
  I have looked over Mr. ******** account, and I have addressed his concerns with the store manager, ********. I see where the store ordered the new contact lens trial pair on 9/23/23. We do usually estimate orders to come back within **** business days. Unfortunately we have had multiple contact lens brands and prescriptions on backorder for most of this year, which is out of our control. The store associates should be informing customers of this at the time of purchase so they are aware of any possible delay.
  
  ******** let me know that Mr. ******** trials came in todays shipment and they have already been checked in. ****************** is welcome to pick them up anytime. We want to make sure hes happy and comfortable with the new lenses and encourage ****************** to let us know as soon as possible if hes having any other issues so we can get him taken care of right away.
  
  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

• Initial Complaint

  Date:10/05/2023

  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 received the response from my BBB complaint. There was an option presented to me. I went to my optometrist and they checked the glasses. They confirmed my complaint about my left eye being off in my progressive lenses.

  The RX was correct, but the cylinder was -25 from my prescription, which then the axis was not in range for dispensing (it was off by 12). The left side of the 2nd pair of progressive's I just picked up  was measured by my original doctor's ****** at -5. **** and 75.  I want to also state that I did not describe what I felt was incorrect when bringing my glasses back to them, which is why I know their equipment is calibrated correctly as they came back with exactly the same result that I personally described while in store picking up my glasses. 

  I will definitely be returning for a refund for my progressive lenses. Especially since the ************* me it was "double checked" twice at the lab.  

  For the sunglasses, I got those before adding the additional transition on my progressives. I don't need them now even though those are in range. They are also a bit "big" on my face and was told the frame couldn't be adjusted with the type of lense it has.  All of this has left a bad taste in my mouth and feel the only way I would keep those is if I got $100 credit towards them.  Otherwise, I'll return them as well at the same time. 

  **********;

   

   

  happened and asked if they could uses the machine to measure all prescription areas for proof. It did. I have the printout of that attached. Also, my progressive lenses axis was recording without any astigmatism (7) when my Rx is 143. I took the readouts back to the University Americas Best location that day. After poor customer service, a visiting manager helped me (*****) and reordered . I asked if it would still be the full 2 weeks and she said yes. I expected at least expedited delivery with what just happened. I'm not happy with the service, the product, or the lack of compensation for me having to prove the wrong Rx. 10/2/23 - called corporate office. Left voicemail. No return call as of 10/5. 10/3/23 - filled out complaint form on website. 48 hours have passed; no reply. It's too late to expedite the product, but I would like some refund and to speak to someone from the corporate office. Otherwise, I'd still be wearing glasses that would be harming my eyesight.

  Business Response

  Date: 10/09/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by *********************************. I certainly apologize for all the issues she has experienced with her glasses and the vision center.
  
  I have looked over Ms. ********** account, I did see her email and voice message she left with our ************* department,and I have spoken at length with ******, who is currently managing the vision center.
  
  Because our vision centers do not have a lab on site, all orders are sent off to our centralized labs for processing, even when the order is a remake. We do estimate orders to come back within **** business days. As it is part of our endeavor to keep our prices affordable for everyone,unfortunately we are unable to offer expedited processing times, or expedited shipping from lab to store. We are also unable to isolate just one order and have it shipped from the lab to the store by itself; all orders are shipped in bulk to each location. I apologize for any inconvenience this may cause.
  
  When speaking to ******, we went over the original issues with Ms. ********** glasses being made incorrectly, and I addressed the customer service issues. She will be addressing the staff so this doesnt happen again.
  
  ****** also informed me that ********************** picked up her glasses today from the prescription correction remake. I understand that ********************** expressed shes feeling something off with her Left eye still, and that shes going to be following with her eye doctor *********************** have ********************** keep us updated once she sees her doctor. If shes provided an updated prescription, we are more than happy to remake her glasses again if shes willing to give us another chance. If she wishes to refund, while we hate to lose her, I understand that as well. If ********************** does decide to stick with us, on top of the remake we are more than happy to talk about a partial discount back.
  
  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. ********************** is welcome to contact me directly as well, my number is below.
  
  Sincerely,
  
  *******
  *************
  *******************
  M-F 9-6 EST

  Business Response

  Date: 10/10/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by *********************************. I looked over her reply, and spoke to ******, who is one of the other managers at the store (****** was not there today).
  
  Im sorry to hear that Ms. ********** glasses are still not correct. I understand that she would like to refund at this time.Please advise ********************** to bring the glasses back to the store and well get that taken care of. In regards to the sunglasses, unfortunately we are unable to refund $100 back. We are happy to refund 10% back, but it doesnt sound like thats something ********************** is interested in.
  
  We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. We appreciate ********************** and we are sorry to lose her business.
  
  If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20700121
  
  I am rejecting this response because returning the products for my original money back is nothing outside of the normal operations. I was out a month of time and also mileage/money to prove the prescriptions were wrong, not once but twice. The second time the manager said they were checked twice by people, but the glasses were proven to be incorrect again. So either your people are not telling the truth, or the  employees you have checking the glasses are not qualified. 

  Returning the product is not something above and beyond that a company should give for pointing out these major errors when it comes to eye health and care. 

  I will ensure my friends and family all know "buyer beware" when it comes to this company. 

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

  Business Response

  Date: 10/11/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by **********************************
  
  We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. This complaint has been received and documented. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care