Business Profile

Contact Lenses

America's Best Contacts & Eyeglasses

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

477 total complaints in the last 3 years.
172 complaints closed in the last 12 months.

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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:08/04/2023
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.
First they lost my childs file so I hade to come back when they found it. Prior they charged the wrong account and had to fix it. Last I dropped off two pair of glasses and they told me originally they couldnt fix the second pair. Then I called again and the ************* told me he knew my situation and will take care of the issue and call me back( never happened) I called again and now my second pair of glasses are missing and they have no record of them. I called their customer service department and again no help. I was told the second pair of glasses were given to me back in November as a courtesy so I dont need to worry about that pair and take it as a loss. I also spoke to the manager at the Bethlehem store and he was just as bad as everyone else I spoke with.
Business Response
Date: 08/08/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********, filed by Ms. *********************************. I certainly apologize for the issues Ms. ******** and her family have experienced at our *********, ** location.

I am the original representative that ******************** spoke to when she called into our ************************ on 7/20/2023.

I have addressed Ms. ********* concerns with the store manager, *******. Our records indicate the patient received a refund on one out of two pair of glasses on 11/17/2022. After the refund was processed, we let the patient keep the frame as a courtesy. Regarding the misplaced frame, after our investigation, the associates do not recall the patient bringing in two pair of glasses for repairs on 6/6/23.

Unfortunately, currently, we are unable to remake the glasses at no charge due to the refund. I understand ******************** claims she repurchased the frames. If she can provide us a proof of purchase,we are willing to work with her from there on a resolution.

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:08/02/2023
Type:Product 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 1/24/2023 I had an eye exam and paid the full amount of $275.00 using my Mastercard. The invoice indicated that there was no amount due at the time of dispensing. A week later, I picked up my glasses and asked if there were any additional charges, to which I was told there were none. However, on 7/29/2023, I received an unexpected invoice from National Vision Inc. The invoice stated that I owed $89.88, which I am disputing since I have an invoice indicating that I owed $0.00. I find this situation to be unfair and suspicious, especially since the invoice was sent six months later.
Business Response
Date: 10/02/2023
Hello,
First, I would like to apologize for the late billing to the customer. We try our best to understand the customers benefits that they pay premiums for. We work hard with the insurance to make sure that the full benefits are paid out before we bill the customer. The last thing we would want to do is bill a customer for a service or a product that should have been covered by their insurance. We are a healthcare company just like a hospital, primary doctor ******* urgent care, dentist, etc. We bill claims on the patients behalf to their insurance. We have our customers sign a patient responsibility form acknowledging that they are responsible for any unpaid balance by their insurance, just as all healthcare businesses do. The receipt that the customer has shows an "estimated insurance" amount for this reason.

Again, I apologize for the late billing. There is nothing suspicious in our process, just a little delayed. As a one time courtesy I will take care of this $89.88 remaining balance. If there is anything else needed, please feel free to reach out to us.

Best,
****
Customer Answer
Date: 10/03/2023

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:07/24/2023
Type:Sales and Advertising 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 2-11-2023 I tried to use my insurance Spectera to get colored contacts at which time I was told my insurance does not cover colored contacts which is a lie because other people from my job go there for their colored contacts, so I had to pay out of pocket a total of $230.98 ($229.98 contacts plus $1.00 donation). Then they also sent a claim to my insurance for the same contacts in the amount of $229.98 of which my insurance company sent a check (#********) on the 23rd to America's Best which can be found on the attached insurance claim. I called customer service over a week ago and had to leave voicemail regarding my situation due to shortage of staff however nobody called me back yet. I now can't use my contacts coverage because of the false claim they placed. I would like a refund back to me or my insurance company so my benefits can be reinstated.
Business Response
Date: 07/26/2023
Good afternoon,
The customer is correct, her benefits should be covered. We have called her insurance to have the benefits reinstated from her return of contact lenses purchased 1/21. This will open her benefits for her 2/11 claim for colored contacts. The customer should go to the store or call and request to speak *******, the store manager. ******* will have to refund the order from 2/11 back to the customer and then rekey the order back in to apply the insurance to the sale. I apologize for the inconvenience this has caused. I will note the ****** tab of the customers record to give the store direction on how to handle this, however, when the customer calls *******, ****** will explain to the customer all required steps.
Best,
****
Customer Answer
Date: 07/26/2023

Complaint: 20365509

I am rejecting this response because:
I have already went back and forth with workers from America's Best and with my insurance company. I don't feel that I should be the one to call or go into store to discuss anything further as I don't intend on buying the colored contacts all over again. All I ask is that my insurance company gets the refund back so my benefits can be reinstated for this year.

Sincerely,

***************************
Business Response
Date: 08/07/2023
Hello,
I apologize for this inconvenience. I will call Spectera right now and have your benefits for the returned contact lenses restored. If there is anything else you need, please let me know.
****
Customer Answer
Date: 08/07/2023

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. Please also make sure refund is given back to my insurance company.

Sincerely,

***************************
Initial Complaint
Date:07/11/2023
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 or about March 10,2023 I had an eye exam and picked out glasses at America's Best *********, **.I took until almost a month to get them. I called and asked several times if they were ready, and I even came into the location and they were sitting in a cardboard box. I could not get them though, since they were not "checked in."About 10 days ago I called this location since the frame of my sunglasses snapped in half. I asked if the frame could be replaced since that is barely 90 days. the lady on the phone laughed and said no since I did not pay 25$ for a one time replacement plan. I thought just buying the glasses offered a one time replacement. She was very quick to hang up the phone on me. I was not helped.I emailed AB's contact us page, but they did not respond.I feel that since the sunglasses broke so quickly AB should replace the frame anyways. Sunglasses are worn a fraction of the time my regular glasses are worn. Glasses should last several years, not just 3 months. They were expensive and I need them for day to day living.
Business Response
Date: 07/13/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by *****************************************. I certainly apologize for any service issues that *** have occurred as well as the broken frame.

I have looked over Mr. *********** complaint,as well as I did receive his emails here in our ************************* My apologies for the delayed reply. I have also addressed his concerns with the store manager, *********

Unfortunately we are unable to replace any damaged product at no charge without the Product Protection Plan added on. I understand **** offered ************************ a 10% discount. However I would be more than happy to increase that and provide a 30% discount if ************************ would like to purchase a new frame for his lenses. I have notated this under his account, so any location will be able to apply that discount.

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
Customer Answer
Date: 07/13/2023

Complaint: 20303119

I am rejecting this response because:
I do not think this is fair. I was sold faulty sunglasses. I should not have to pay to get new ones. I do not believe that a frame cannot be replaced. **** was rude to me, and his 10% was an insult. I am not asking for new lenses. I feel a new frame is reasonable seeing how poor the condition was when they were sold to me.

Sincerely,

*************************************
Business Response
Date: 07/19/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by ******************************************

I forwarded Mr. *********** rebuttal to the District Manager of this location, *******. He emailed me back today stating hes trying to contact ************************ directly and left him a message with his contact number.

If I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/19/2023

Complaint: 20303119

I am rejecting this response because:
I have not yet heard from ***************

Sincerely,

*************************************
Initial Complaint
Date:07/10/2023
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.
After paying out of pocket for an eye exam, I contacted America's Best to advise that I needed to confirm my PD (Pupillary Distance). The representative that I spoke to refused to provide that information and said that they will only provide me this information in-store if I purchase glasses from them. I again asked for this information, stated that I paid out of pocket for an eye exam and that should include this information. She again repeated, "I will not give you that information to purchase glasses online. You must buy from us!". I paid for my eye exam and I want my PD (Pupillary Distance). If I am paying for an eye exam, my expectation is that I will be provided with all necessary information to purchase glasses where I chose to buy glasses.
Business Response
Date: 07/13/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by ****************************** We certainly apologize for any possible miscommunication that *** have occurred.

I am the one who spoke to **************** when he called into ************* on 7/10/23. At that time I did address his concerns with the store manager, Ms. ***** She informed me that per *************************************, we are unable able to provide the PD measurements to a patient who is not purchasing glasses with us. Unfortunately this not something we are able to get around or provide as a courtesy as we do have to follow the laws.

Unfortunately we are unable to refund for the eye exam, as those are services rendered by the doctor, and **************** was provided a copy of his prescription.

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,

Arijana
*************
Initial Complaint
Date:06/18/2023
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.
2/24 we went to Americas Best ***************************************************************** She did an exam and bought 1 frame, $333.95 We never received a voicemail or email about the pair being ready, so she reached out I believe a few weeks or a month later from phone number ************ She stated America's best could not locate her information in their system or something like that. She gave up. She also added that she felt the lady was rude and not accomodating or helpful. We never received a voicemail or email about the pair being ready. But we did receive many promotional emails and a "Thank you for choosing America's Best" survey email.She decided to go elsewhere to buy different pairs. They came quickly.I initiated a chargeback for her via my credit card at around 3/20 They contested the chargeback, despite the glasses still being in their possession. Their reasoning is This charge should be made because the card holder has received the merchandise or service and the items have not been returnedThis is false because although she received the eye exam, we were never notified adequately about the glasses being ready for pickup. We tried contacting them but they couldnt locate her file or something.I called on the behalf of her on 6/16 to the same store. I asked for a refund / cancellation. They explained they can refund us if we visit the store. I explained a bit of context to the situation, that we dont even have the glasses yet. She still explained that it doesnt matter, and that they need my physical card made at purchase into their machine, in order to process the refund.They have possession of the glasses. Why cant they refund the purchase?I cannot physically go to the location. We do not want the glasses anymore after this poor service and experience. I also want to mention that they messed up her measurements and it wasnt provided correctly, so she had to do it herself to purchase glasses from somewhere else. I would like a refund.
Business Response
Date: 06/19/2023
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint # ********, filed by *************************. I certainly apologize for the issues ************** and his companion experienced at our ******, ** location.

I am more than happy to assist and investigate this situation. However, Mr. ****** initial complaint does not include the patients name. Please have ************** reply with the patients first and last name and her date of birth, so I can locate the account. Once I have that information, I will further look into this and provide a resolution.

Sincerely,

*******
Customer Care
Customer Answer
Date: 06/20/2023
*************************
06/06/1999
Business Response
Date: 06/21/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by ************************* on behalf of *****************************. I did get Mr. ****** reply back, thank you.

I have looked over Ms. ****** account and her purchase, and I have spoken to the store manager, *****. She was unaware of these issues, and she wanted to convey her apologies that ************** and ************** had such a negative experience with this location. Theres no excuse for poor service and ***** will be addressing her staff.

***** has informed me that she refunded the purchase in the amount of $303.95 (that is less the exam fee copay of $30), back to the original form of payment, MasterCard. That refund can take up to 3-5 business days to reflect on the card.

***** did find Ms. ****** glasses, and as a courtesy for everything that happened she would like to still give those glasses to ************** if she would like to pick them up. Kamah let me know she would reach out to the phone numbers on file in hopes of reaching ************** directly.

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:06/09/2023
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.
Purchased the eyecare club discount about a year and a half ago, and it is good for three years of discounts. The lady at the store practically made us buy it, felt pretty scammed, but that is not even the issue. I tried to order contacts online about 4 months ago, and there was no eyecare club discount anywhere, so I called to resolve the issue. I called again now ordering my new contacts, but this time, the rude lady on the phone claimed that the discount is nowhere to be found and that we never paid for it. She also said that only the individual who bought it can use it, which is complete lies because my mom (who bought it) does not even wear glasses/contacts, she literally bought it for my own use, and there was no mention of this when we bought it, as well as the last time I used it. Horribel experience, I was completely scammed. I want a refund immediately and will never purchase from America's Best again not recommend it to anyone that I know.
Business Response
Date: 06/19/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********,filed by *******************. I certainly apologize for the issues Ms. ****** has experienced at our **********, ** location in regards to the ************ Membership (***).

I apologize for the service issues Ms. ****** experienced at our vision center. There is never any excuse for poor service, and we appreciate the feedback so I can address this with the store manager so this type of behavior does not happen again.

In regards to the ************, I have looked over Ms. ******* account and I do not see the *** purchased on her account, as well as Im not seeing any *** discount applied to any of her previous purchases. Ms. ****** mentioned her mother purchased the ***. Unfortunately the *** cannot be shared between patients, it is only valid for the patient of the account it was purchased under. The *** is also non-refundable since it covers the exam the same day as well as provides discounts.

Ms. ******* complaint has been received and documented here at our corporate office where it will remain on file. Once again I apologize for any miscommunication that *** have occurred. Please feel free contact me back should you need any further assistance.

Sincerely,

*******
Customer Care
Initial Complaint
Date:05/31/2023
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.
5-25-2023. They said I could get the $***** 2 pair deal. I wanted to get contacts too. It totaled $307 and I only got 1 pair of glasses. I only walked out with the 1 pair of contacts they provided and they will mail me the 6 month supply on June 8th. I have to go back to get the glasses fitted. Today(5-31-2023) they only sent me a 3 month supply in the mail I want my extra 3 month supply delivered to me. We agreed on a 6 month supply. That's actually the least they could do for me. I'm not asking them to refund my money on the ***** deal. All i want is my 6 month supply in it's entirety(3 month supply delivered). They said at first I could do the ***** deal and get contacts too but one pair ended up costing me $90 Located in: ****************************** Address of America's Best Contacts and Eyeglasses: ********************************************************
Business Response
Date: 06/02/2023
Dear *******************,

*************** to the BBB Consumer Complaint # ********, filed by *****************************************. I certainly apologize for any possible miscommunication that *** have occurred at Mr. ************* visit at our ******** ** location.

I have looked over Mr. ************* purchase from 5/25/23, as well as Ive addressed this with the store manager,*****. I am hoping to clear up the pricing issues here.

We do have an ongoing promotion for two pair of glasses for $79.95. However that promotion has very specific parameters and anything outside of that does take you out of the promotional pricing.

Our 2 for $79.95 offer is our starting price and includes Single Vision basic plastic lenses, full rimmed frames from our $69.95 price selection, and a free eyeglass exam only. This does not include any additional features such as tint, anti-reflective coating, thinner lenses, warranty, etc. It does not include the contact lens exam, since the contact lens exam is $99, and unfortunately doesnt fall within that promotion.

**************************** purchased just one pair of glasses and he had the basic package added, which is an additional fee. The Basic Package includes scratch resistant coating, UV protection, tint (optional), and a one-year Product Protection Plan (***). The *** covers damage/scratches to frames and lenses for one year from the date of purchase and includes one remake free of charge to replace your damaged glasses (does not cover lost or stolen).

I also see that **************************** signed up for the ************ Membership (***)for $109. The *** consists of two free eye exams per year and a 10% discount on all eyeglasses, contact lenses, and accessories for three years from the date of purchase (cannot be shared or combined with insurance). Since he signed up at the same time of his exam, the *** covered the $99 exam fee so that did fall off.

I clarified with the store manager ***** about the contact lenses. She checked his chart and it was noted by the doctor that **************************** had liked his previous contact lenses, which were biweekly. So the contact lenses that were ordered for him are also biweekly, therefore the two boxes he got are only a three month supply. If **************************** would like to purchase two more boxes he can contact the vision center and theyll be able to place that order for him. As a reminder he will get 10% off since hes in the ***. He can also place his order with us online, and theyll be able to use the *** benefits there also.

Once again I do apologize and I hope any confusion has been cleared up. Mr. ************* 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:05/30/2023
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.
Saturday, May 27th I drove 40 minutes to ********'s Best Contacts and Eyeglasses to purchase the 2 for ***** which included a free eye exam and two pairs of single vision uncoated plastic (CR39) lenses and frames. I go to the appointment and after they finish the exam they tell me I'm uneligable for the 2 for ***** simply because my prescription is too strong. Suddenly my bill went from 80 to 303. This deal is specifically for people not using vision insurance which I was not. This was false advertisement at its finest. The associate ******* told me I cannot downgrade and picked the most expensive package from their selection. Had I know that there were exceptions to the 2 for ***** deal I would have never gone with them. I ended up paying 80 anyways and left with no glasses. I read the fine print, I checked their website, nowhere does it state that there were people who could be ineligible simply because their prescription is higher. The website states that you would be charged more for optional things, such as the 33% thinner lenses, or anti lens glare, but for some reason they said I have no option.
Business Response
Date: 06/06/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********,filed by *******************************************. I certainly apologize for any possible miscommunication during her visit at our ************** location.

I have looked over ************************** complaint here, as well as her in store exam on 5/27/2023. I have also addressed this matter with the eyeglass manager, *****. Im hoping I can clear up any misunderstanding here,as it certainly is not our intention to be misleading.

Our 2 for $79.95 offer is our starting price for glasses. This promotion includes Single Vision basic plastic lenses, full rimmed frames from our $69.95 price selection, and a free eyeglass exam only. This does not include any additional features such as tint, anti-reflective coating, thinner lenses, warranty, etc, and cannot be combined with any other offer or insurance.The lenses on this promotion are only the basic plastic, which do get thicker the stronger the prescription. On our website at ****************************************************************** when you scroll down and click on the link that says When will I pay more than $79.95? it does state the following:

Some customers choose optional upgrades to their frames and/or lenses. No matter your upgrade, you will always save big at Americas Best with our two pair pricing. Lens upgrades include options such as thinner lenses for stronger prescriptions, Transitions,bifocals, progressives, and anti-reflective coating. When you visit our store,you will see frames at multiple price points, all with two pair pricing! Our Mix & Match pricing provides complete pairs of glasses for tremendous savings. We also offer designer brands including our popular Prive Revaux line of frames.

When I spoke to *****, she was able to address this with the sales associate, *******. They noted that they did go over ************************** current glasses she was wearing, and what the upgrades would be to match what shes currently in. Unfortunately the basic plastic lenses will not work for strong prescriptions because the stronger the prescription, the thicker the lens,which then leads to distorted vision.

Of course if ************************ would like to come back and purchase with us, we are more than happy to get her taken care of. Also, if she comes back within 30 days from her exam date and purchase two pair of glasses,we will be able to take the $59 exam fee off her total.

Once again I do apologize. Please be assured ************************** 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
Customer Answer
Date: 06/06/2023

Complaint: 20113308

I am rejecting this response because this is not a solution. They did not address my complaints, instead they put the blame on me for their false advertising. I read the website, and as they quoted to me, these upgrades are OPTIONAL. It is as simple as putting in small print (stronger/thicker lenses excluded). But they are not optional to me. How is that fair. They did not explain all the things they say they did. They wasted my time and are frankly still wasting my time. They went over all of these added fees and extra things AFTER, at the end. If I had know, I would have never wasted my time going there. I have no intrest in coming in and paying 303 for two pairs of glasses.

Sincerely,

***************************************
Business Response
Date: 06/07/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********,filed by *******************************************, and her rebuttal.

I certainly apologize if my reply didnt come across the way I had intended, it was absolutely not my intention to sound like I was putting any blame on *************************

Unfortunately our 2 for $79.95 promotion has very specific parameters for what materials and products are included, and it does not work for everyone. I will pass the suggestion on for changing the way its worded. I also spoke to the manager ***** again, and she will address her staff to make sure they are properly explaining everything to customers.

As previously stated we are more than happy to service ************************ if she would like to give us another chance.

Once again I do apologize and if I can be of further assistance,please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 06/08/2023

Complaint: 20113308

I am rejecting this response because: Unfortunately I am not interested in driving 40 minutes to pay full price for a pair of glasses. Since you have spoken to the employee who serviced me, you should already know that I have no insurance and would be paying entirely out of pocket. I would rather take my business else where. Where I can find a cheaper deal. Unless you can offer me an alternative deal, or something of the sort I have no interest in doing business with you again.

Sincerely,

***************************************
Initial Complaint
Date:05/28/2023
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.
Everytime I've attempted to use their service I've had excuses as to why I am not able to be seen.Here are some of the excuses I've been told.1. The computer doesn't know you've haven't worn contacts before to know how to schedule you an appointment.2. Oh no the doctor left early today your gonna have to reschedule you an appointment.3. There's nobody here to show you how to put your contacts in. Your going to have to schedule your appointment at another location.I am tired of getting the run around! I want a refund on my purchase and I'll do business with someone else.
Business Response
Date: 05/30/2023
I called the customer on 5/30/2023 at 6:48 ECT and left a voicemail informing the customer that I have refunded the amount of $147.34 back onto the card the order was paid with ending in ****. I also email the customer via ******************* with this information
Customer Answer
Date: 05/31/2023

Complaint: 20114761

I am rejecting this response because: The refund was sent to an account that is no longer active, and neither is that card.
Please send me a check to my current address which is **************************************************************************

Sincerely,

***********************
Business Response
Date: 05/31/2023
Attempted to call customer, however left voicemail and sent an email informing him that If he is with the bank which issues the card ending in ********************************************************* 3-5 business days. If he is no longer with that bank then the bank will issue a check when the refund is received
Customer Answer
Date: 05/31/2023

Complaint: 20114761

I am rejecting this response because: I reached out to the bank and they told me that since I closed the account they would send the money back to the sender and they would have to write me out a check.

Sincerely,

***********************
Business Response
Date: 06/14/2023
I emailed the customer informing him that a manual refund request has been submitted. The refund will be coming in a check form from National Vision through **** mail. The current shipping address the check is being sent to is ********************************************************************************;and should arrive in **** business days.

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