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 and Eyeglasses

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

• 

  America's Best Contacts and Eyeglasses

  17233 Cole Rd Hagerstown, MD 21740-6981

• 

  America's Best Contacts & Eyeglasses

  1374 Martin Blvd Middle River, MD 21220

• 

  America's Best Contact & Eyeglasses

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

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:05/16/2025

  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  

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in 3/15 to get a contact and eye exam I paid 285$ they explained to me that the eye glasses would take about a week to get in they also wxplained the "trial" contact would be in and I would try them on then they would wait another week or more to get them in. They set my appointment as a walk in but I would "be seen in between patients". I spoke with ******* and she informed me that if the doctor liked the way the contacts fit me they then he would order them. I explained I paid cash and I'm on a budget if the ones the doctor picked wasn't good then they had they're house brand but I also explained to her that what if that was also out of my budget could I take my prescription elsewhere to order cheaper she informed me no. So I called the corporate I spoke with ****** and she "filed" a complaint she then transferred me over to violet that was issuing me a refund for the contact portion of the exam since I never recieved no goods.i called yesterday 5/13 to be told they're printer was broken I left a voicemail for ****** she never returns calls I MEED MY 130$ I'm a mother of 3 kids single and working a full time job to support them to be taken advantage of!

  Business Response

  Date: 05/15/2025

  Dear Customer Relations Representative:
  
  We are responding to the Better Business Bureau complaint filed by ******** *******;BBB complaint ID# ********. We thank Ms. ******* for her business and her feedback.Her concerns were addressed when she contacted us in March, and we hope her next visit will be a positive one.
  Unfortunately, her refund was a bit delayed due to a software upgrade however, our system shows that *********** refund check was issued on 05/082025 to her *****, ** address that we verified with her before the refund was processed.
  
  If Ms. ******* would like to reconfirm her address, she is welcome to reply to this this response with her address, or she may of course contact our ************************ at **************.. 
  
  We thank her for her time and patronage.
   
  Thank you for your time and mediation. 
  
  ************* Leadership
  America's Best Eyecare and Eyewear  

• Initial Complaint

  Date:05/13/2025

  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 am writing to file a formal complaint regarding a recent negative experience I had at the Americas Best location at ***************************************On December 17th, I had an eye exam with Dr. ***** During the appointment, I informed him that I use Air Optix contact lenses. He explained that while the store did not have that specific brand available at the time, he could provide me with a different brand to try. He assured me that if I preferred to continue using Air Optix, I could do so, and that he would keep my prescription aligned with that brand moving forward.On May 13th, I placed an order with ***** Contacts. However, they informed me that when they contacted the ********* location to verify my prescription, they were told it had expired. I called to clarify and was connected with a manager named ****** When I asked her to contact Dr. **** to confirm the details, she was dismissive, rude, and sarcastic. Only after I mentioned that I would be escalating the issue to corporate did she reluctantly agree to assist me, something that should have happened without needing to make such a threat.Ive never had this kind of issue at the ********* location, where customer service has always been respectful and efficient. This experience at the ********* location has been incredibly frustrating and unprofessional.While I understand that mistakes can happen, such as Dr. **** potentially forgetting to update my chart, the way this situation was handled is unacceptable. I expect to be treated with respect and provided with accurate information, especially when it concerns my medical care.I am requesting the following:1.A call from upper management to address this matter directly.2.An internal review of the call in which I was falsely told that my prescription was expired.3.Appropriate action taken regarding the unprofessional behavior displayed by ******Please contact me at your earliest convenience. I look forward to a prompt resolution.

  Business Response

  Date: 05/20/2025

  Dear Customer Relations Representative:

  In response to the Better Business Bureau complaint filed by ***** ******, complaint ID# ********, we do regret any contact lens prescription inconveniences Mr. ****** has incurred.
  All customers are required to return for a follow-up visit with the doctor, in order to finalize their contact lens prescriptions. Our records did not reflect that his contact lens prescription was not written out for the ********* brand initially. After speaking with management regarding the customers concerns, we were informed that Mr. ****** has already returned for a follow-up visit, after discussing this prescription finalization protocol with him,  and the doctor was also able to provide Mr. ****** with the contact lens prescription of his choice.
  

  We thank Mr. ****** for his time and patience,and we appreciate his feedback. If Mr. ****** has any further questions or concerns, he is welcome to contact our ************* Team directly at **************, or the general manager, *****.
  
   
  Thank you for your time and mediation. 
  
  ************* Leadership
  America's Best Eyecare and Eyewear  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23325484
  
  I am rejecting this response because: why am I not receiving an apology for the rude customer service I received? 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/21/2025

  Dear Customer Relations Representative:

  In response to the Better Business Bureau complaint filed by ***** ******, complaint ID# ********, we certainly do apologize to Mr. ****** for the level of service he has received. All of his concerns have been addressed with management and we look forward to his next visit, so that we may provide him with excellent customer care. 

  ************* 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:05/13/2025

  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 went to *******'s Best for my yearly eye exam. I got in the room with the eye doctor and she said yes. I could get contacts. I asked in the room. If the exam would be covered under my insurance. She was like yes most of this would be covered. I went to meet the contact girl she was not very nice .made me uncomfortable. She was like you need to schedule a different appointment for eye contact instructions . I was like okay. I won't be able to come in for a few weeks. Then I got a bill. It was over a hundred dollars. I was like wait. Why is the bill so high. She was like you got contacts. I then got into an argument because the eye ** said it was covered. She kept being rude. I asked for her manager. Then left. I talked to the manager and she said she would refund the money I started to think I got the exam . You might as well keep the contacts. There was supposed to be free contacts or trials with the eye exam. I never got any contacts or trials . Nor did they call. I then felt uncomfortable going back for my contacts and waited a few months. Now they are saying no contacts were even ordered or they sent them back. Or I need to come back and pay another 119 for another exam. Even though it's only been a few months. I feel like they should either refund my money because I didn't get contacts at all or give me the contacts so I can go elsewhere. They were so rude to me the past few weeks. I will be contacting a manager soon. They need to make sure they are discussing costs when we are in the appointment or before exams. Rather than afterwards. I think they are hiding fees. Had pretty decent insurance too.

  Business Response

  Date: 05/20/2025

  Dear BBB Consumer Relations Agent, I apologize for Ms. ******* experience that took place at our America's Best Vision Center. I have reached out to the district manager **** on behalf of this complaint and I was told on 5/16/25 the general manager has contacted the customer and they have arranged to issue Ms. ***** a corporate refund check, in which she did agree on. I called and spoke to the General manager **** at store 5481 today 5/20/25 and she stated they were in the process of getting that taken care of so that could be issued to Ms. ****** I do again apologize about this, and wish to get this resolved in the end for Ms. ****** 
  
  

• Initial Complaint

  Date:05/05/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint regarding an unacceptable experience my minor daughter Lily'*** ****** and I had during her recent eye exam at America's Best in **************** NJ on May 3, 2025.Dr. ********* ******* who was conducting the exam displayed behavior that was unprofessional, dismissive, and frankly, inappropriate for any healthcare settingespecially one that serves children. From the start of the appointment, the doctor appeared rushed and impatient. When my daughter tried to explain that she could not see clearly through the lenses being used, the doctor continually spoke over her and did not make any adjustments to help her see better.I attempted to advocate for my daughter and explained that the lenses needed adjustment, but the doctor interrupted me as well and responded to my daughter in a noticeably condescending tone, asking, Is this better? in a way that was clearly dismissive. At that point, I addressed the situation directly by telling the doctor that her behavior was rude and that her bedside manner was unacceptable. Instead of de-escalating the situation, she raised her voice and challenged me, prompting me to reiterate that her attitude was unprofessional and completely inappropriate for a provider working with children.I am incredibly disappointed by this experience. Patientsespecially minorsdeserve to be treated with patience, respect, and empathy. This interaction not only made my daughter uncomfortable but also caused us to lose trust in the care being provided at this location.I urge you to look into this matter and take the necessary steps to ensure that no other patients or families experience this type of treatment in the future. I am requesting a formal response regarding this issue and what actions, if any, will be taken in response.Thank you for your time and attention to this ***********,****** ********

  Business Response

  Date: 05/07/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ******** on behalf of her daughter, Miss Lily'*** ******. I apologize for the issues they experienced with our doctor at our ****************, ** location.
  
  I forwarded Ms. ********* concerns to the District Manager, ******. He let me know that he was able to personally speak with her.He stated they are getting Miss ****** in for another exam at our ****************** location, and h*** be following up with Ms. ***************** 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,
  
  *******
  ************* Team Lead
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23289404
  
  I am rejecting this response.

  Dear *******,

  
  Thank you for your response and for confirming that the complaint has been documented.
  While I appreciate the follow-up and the effort to reschedule another exam, I want to be clear that the core issue remains unresolved for me. This situation was not only about a missed or delayed appointment it was about the way my daughter and I were treated. The interaction left us feeling disrespected, dismissed, and devalued as patients.
  The emotional impact of that experience cannot be undone simply by rescheduling a visit. What I had hoped to receive and still expect is a more meaningful acknowledgment of the harm caused and the assurance that steps are being taken to prevent similar experiences for others.
  I hope this message helps clarify why I continue to feel dissatisfied, and I trust youll give this the attention it deserves.
  

  Sincerely,

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

  Business Response

  Date: 05/07/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ********, with her rebuttal.
  
  We document all customer concerns, compliments,complaints, and feedback here in our ************************* All complaints are addressed with the store manager and the district manager. When there is a doctors complaint, those are addressed with the store manager, district manager and the doctors manager.
  
  I can assure Ms. ******** that her concerns have been documented in our department, where they will be kept on file. This situation has already been thoroughly addressed with Doctor ******* by her manager along with the district manager.
  
  There is certainly never any excuse for poor service,and without customers feedback, we wouldnt be able to address certain issues that occur in store. We appreciate Ms. ********* feedback so this could be handled appropriately and addressed.
  
  Sincerely,
  
  *******
  ************* Team Lead

  Customer Answer

  Date: 05/08/2025

   
  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.

  Thank you for your response and for sharing my concerns with the district manager.
  While I appreciate the effort, Ive decided to move forward and seek care elsewhere, as my experience with the company has left me dissatisfied. I hope this feedback helps improve future patient experiences.

  Best regards,

  ******

• Initial Complaint

  Date:05/05/2025

  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.

  ****** ******** ******************************************************* ********** ************ 5/05/2025 To Whom It May Concern,I am writing to file a formal complaint regarding an unacceptable experience my minor daughter and I had during her recent eye exam at America's Best in **** Landing NJ on May, 3, 2025.The doctor ********* ******* who was conducting the exam displayed behavior that was unprofessional, dismissive, and frankly, inappropriate for any healthcare settingespecially one that serves children. From the start of the appointment, the doctor appeared rushed and impatient. When my daughter tried to explain that she could not see clearly through the lenses being used, the doctor continually spoke over her and did not make any adjustments to help her see better.I attempted to advocate for my daughter and explained that the lenses needed adjustment, but the doctor interrupted me as well and responded to my daughter in a noticeably condescending tone, asking, Is this better? in a way that was clearly dismissive. At that point, I addressed the situation directly by telling the doctor that her behavior was rude and that her bedside manner was unacceptable. Instead of de-escalating the situation, she raised her voice and challenged me, prompting me to reiterate that her attitude was unprofessional and completely inappropriate for a provider working with children.I am incredibly disappointed by this experience. Patientsespecially minorsdeserve to be treated with patience, respect, and empathy. This interaction not only made my daughter uncomfortable but also caused us to lose trust in the care being provided at your location.I urge you to look into this matter and take the necessary steps to ensure that no other patients or families experience this type of treatment in the future. I am requesting a formal response regarding this issue and what actions, if any, will be taken in response.Thank you for your time and attention to this ***********,****** ********

  Business Response

  Date: 05/06/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ******** on behalf of her daughter, Miss Lily'*** ******.
  
  Please note this complaint is a duplicate of BBB Consumer Complaint #******** that Ms. ****** ******** also filed.
  
  Please close this Complaint #********, and I will be responding to Complaint #******** once Ive addressed her concerns with the District Manager.
  
  Thank you,
  
  *******
  Customer Care Manager

• Initial Complaint

  Date:05/05/2025

  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.

  The glasses I received have begun falling apart and have no scratch protection, despite my insurance covering scratch-resistant lenses in full. I attempted to resolve the issue directly with the business, but my efforts have gone unanswered. When I finally spoke with someone, I was informed that because I did not purchase an additional warranty, there could be no resolution. However, this response is unacceptable, as the core issue is not about warranty coverage... its about the product not being made to the specifications submitted through my insurance. According to my insurance provider, the scratch resistant feature was included and approved as part of the original claim. Yet, it is clear from the current condition of my lenses that the scratch-resistant coating was not applied. My glasses are already scratched and deteriorating after minimal use.

  Business Response

  Date: 05/16/2025

  Hello, 

  First I want to apologize for the experience that the patient had.  I'd like to start by saying that the patients insurance does cover scratch coating, but she did not request to have that on her lenses, and it was not put on her lenses.  Secondly, the manufacturers warranty and the return policy are both 30 days.  The patient was offered a 1 year warranty for $25, but it was declined.  As a one time courtesy, ********, the store manager, has agreed to do a "manager override" and remake the lenses for the patient.  Again, I apologize for the experience that the patient had.  Please let me know if there are any further questions.

  Kindly, 

  ****

• Initial Complaint

  Date:05/02/2025

  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.

  2/7/25: Purchased two pairs of eye glasses and added on glare resistance. I made it clear I work with computers and especially want blue light protection and was told thats included with the glare resistance and is same thing. Told the order would be in two weeks. 3 weeks later: Called checking on status was told they are in transit and cannot determine ETA. Month later from purchase date: Called in again and was told that one pair had arrived but other is still in transit. Picked up the one pair. Month and half after purchase: called in for status update on other pair was told that neither pair of glasses i ordered was processed at all. Informed her I already picked up one pair and thats incorrect. Told then that the pair that was never processed is now no longer being made and I can get a refund to the card I purchased with. Was told would get refund within 7-10 days. Was also told I was wrongly informed that glare resistance and blue light protection are the same they are not and would need to be a seperate add on. Week and half later from last call to them: Got a copy of the receipt for the pair of glasses to be refunded. (no refund recieved just a receipt copy)5/2/2025: Still no refund at all for the pair I never got. Left VM with business at 8AM and no call back by noon. At this point I do not trust them to add the blue light protection to my one pair of glasses I've recieved I don't trust them in anyway shape or form. I would like the refund for the pair I did not recieve as well as be refunded for whole purchase at this point as none of it was as advertised and I have not been treated fairly nor told ANYTHING true from this company.

  Business Response

  Date: 05/09/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint # ********, filed by Ms. ******** *******. We certainly apologize for the issues she had in store as well as for the delay on her refund.
  
  I see Ms. ******** refund was processed at the store on 4/1/25 in the form of a corporate check. When debit cards are used, customers must be present for the refund as they have to swipe the card and enter their pin; that is not information our system retains due to pin number security. Therefore,if a customer is not present, our only option is to issue a 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 it causing more delays. However, Ms. ******** check was sent out today via ***. The tracking number is 1ZW0329X1351589391.
  
  If Ms. ******* would like a refund on the pair of glasses she has, please have her bring the glasses back to the vision center and they will process the refund. If she can bring her debit card, the refund will go back to her card.
  
  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,
  
  *******
  ************* Team Lead

• Initial Complaint

  Date:05/02/2025

  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.

  02/22 - Initial eye exam with contact lens exam Called 3 weeks later to see if my trail pair of contacts had came in, was told yes they were sitting here but we didn't call. Went and picked up contacts, tried them a week or so later. They didn't work. Emailed the customer service email. Store called, rescheduled for 04/12. I requested to have Dr ****** they had originally had me scheduled for 10:15, I needed to change the time. My appt was scheduled with Dr ******* (the 1st dr I originally saw) Rescheduled for 3:15 with Dr ****** Ended up seeing Dr ******** Didn't bother to check my eyes with trail pair of contacts to see what was wrong. Retested my eye sight. Changed my script from ***** to ***** and was told I needed bifocals. Got the trial pair of contacts a week later, they didn't work. The doctor didn't check my eyes when I picked up the trail pair. The script was to strong. I had to pay out of pocket to go back to my original eye provider and pay another contact lens exam because Americas Best failed to check my eyes and tried to prescribe double what I actually needed. Didn't take the time, I've got no response from them. I will also be reporting him to the Board of Optometry.

  Business Response

  Date: 05/06/2025

   

  Dear Customer Relations Representative,

   

  I am responding to the BBB Consumer Complaint # ********, filed by Ms. *********************** I apologize for the experience at our ******, ** location. I have looked over Ms. ******** complaint, as well as Im the agent that assisted Ms. ******** when she contacted our ************************ on 03/14/2025. I have addressed her concerns with our District Manager, ****. We apologize for the customer service problems Ms. ******** may have experienced at our location, and the poor service issues will be addressed with the staff, so this does not happen again.
  For this inconvenience to the customer, we have provided a refund for the contact lens fitting and I have emailed a copy of the refund receipt to the customer.
  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

  
  

  Customer Answer

  Date: 05/06/2025

   
  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,
  
  ******** ********