Complaints

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

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• 

  America's Best Contacts & Eyeglasses

  2000 Newpoint Pkwy STE E Lawrenceville, GA 30043-5577

• 

  America's Best Contacts & Eyeglasses

  617 Haywood Road Greenville, SC 29607

• 

  America's Best 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 Contacts & Eyeglasses

  175 Quinn Dr Pittsburgh, PA 15275-1013

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:05/21/2023

  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.

  9/25/21 $653.90 Eye doctor at Americas Best issued prescription for each eye to the wrong eye. They flipped it. I struggled with my glasses for a year. I did go back after I got them and they said it was correct. I bought 2 and used up my benefits so I could not go to another dr. I ended up wearing one pair as I didnt have a choice. I trusted them. When I got a new job with a new plan in May 2023 the eye doctor noticed after looking at my glasses that the script was exactly opposite for each eye. They made an error. I was appalled and could not believe it. I struggled for over a year. This is a blatant error and I demanded a refund. I have not heard back from them as of yet.

  Business Response

  Date: 05/22/2023

  Dear *******************,
  
  *************** to the BBB Consumer Complaint #********, filed by **********************We certainly apologize for the issues ************ is having with her glasses from our **********, ** location.
  
  I have looked into Ms. ***** purchase from 9/25/2021, and addressed her concerns with one of the managers at the store, Joy. She looked in the customers chart,and we have no documentation of ************ contacting the store, our corporate office, or coming back into the store at any time letting us know she was having any issues with her glasses. *** also compared the prescription the doctor wrote to what was entered into the system for the eyeglass order, and those matched as well. In order to correct any issues that *** occur, we do need the customer to let us know as soon as possible so we can get them corrected in a timely manner.
  
  We have a 30 day policy for any type of remake, refund or prescription change. Unfortunately at this time, over a year and a half later, we are unable to refund ************ for her 9/25/2021 purchase.
  
  Ms.***** complaint has been received and documented at our corporate office where it will be kept on file. Once again I do apologize to ************. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20086027
  
  I am rejecting this response because:

  I was told to come in to the store and I did very shortly after picking up my glasses. The gentleman/ manager stated the prescription was correct and also tried to adjust them for me. 
  I am not returning to Americas Best. *** had to pay another doctor. The prescription is incorrect due to either a data entry error or Dr ****** I want a full refund. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/30/2023

  Dear *******************,
  
  *************** to the BBB Consumer Complaint #********, filed by **********************
  
  I forwarded Ms. ***** rebuttal to the District Manager of the **********, ** location, Mr. ******************** He let me know he has reached out to ************ personally and left her a voice message with his contact information for a call back. **************** stated he is more than happy to get Ms. ***** glasses remade with her new and updated prescription. At this time Im awaiting for an update from him, once he speaks to *************
  
  If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  *************

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20086027
  
  I am rejecting this response because:
  
  I have already stated I am not going back to a place that made that kind of mistake. I have already gone to another doctor and ordered glasses. I demand a full refund. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12th I received an eye exam and ordered contacts. The company had no issue taking a payment from me for ****** and advised my contacts would arrive in 3 to 5 days. I later received an email advising the order is delayed. Here it is May 3rd and I still do not have the contacts. When calling Americas Best no one can tell me when the order will be ready. Very dissatisfied

  Business Response

  Date: 05/06/2023

  
  
  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *******************; complaint ID #********. We do regret any product delays ************** is encountering with her latest contact lens order.
  Currently the contacts lenses are on a manufacturers back order and they can take up to 80 days to arrive. The manager on duty has contacted ************** and offered to either refund her or reorder her contacts in another brand. ************** said that she would like another brand contacts and we have ordered her the Clarity 1 Day Torics 90 packs (3 packs for each eye) to replace the delayed order. We have also waived the delivery charge fee as a courtesy to **************. The contact lenses will be shipped to her mailing address.  
  Once again, we do apologize for this manufacturers back order delay and we thank ************** for contacting **, so that we may assist her with this matter. If ************** has any further questions, she may contact ************* at: **************.  
  
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 05/06/2023

   
  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. ******* was great in assisting me and the phone call to explain what is written in their response is exactly was was agreed which Im very grateful for. I received an email that advises I should receive the contacts in 5 to 7 days

  
  Sincerely,
  
  Soneaqua *****

• Initial Complaint

  Date:05/02/2023

  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.

  My original appointment was February 20, 2023. I had my eyes examined and was informed I cataracts, was issued a referral for evaluation/ consultation and was given a list of eye doctors. I was not informed that my prescription would change after cataract surgery. I picked out my frames, paid my bill in full using a discount card which came to $355.67 with discount. It is important to note that this was not insurance coverage but rather a discount card. I was informed that my glasses would be ready in about 5 days. Having not heard from the store I waited about 10 days before I called to check on delivery and was told my glasses had arrived. I was fitted for my frames and left the store, I did not even get out of the parking lot when i noticed that my vision from my new glasses was worse than my old glasses. I returned to the store and told them the prescription was wrong and that my vision was worse. They gave me an appointment for almost a month later on March 18 for a re-examination although they informed me that my vision would probably be blurry anyway because of the cataracts. I left my new glasses at the store and waited for the next appointment. March 18 arrives, and I find out that indeed the prescription was wrong and new lenses would be ordered. Again, I was not informed that my prescription would change after cataract surgery. The earliest I could get a cataract exam appointment was May 1. After the exam the doctor informed me that my prescription would change, and she did not understand why Americas Best would sell me eyeglasses knowing I had cataracts for which they gave me a referral. I call America's ********************* line and was informed that they could not replaces the lenses for no charge. I offered to meet them halfway on the cost and they said no. I asked to speak with a supervisor and was sent to someone's voice mail. I waited all day for a return call and ..... nothing. And so here we are.

  Business Response

  Date: 05/03/2023

  
  called the customer back and he stated that in feb he had an exam and he ordered glasses. when they arrived he stated that they were worse than the original he took them back and scheduled a re-exam a month later when they had an opening the prescription changed after advising that his vision would change once it was corrected he asked for a 50% discount on getting his glasses fixed but the store advised that he was told that his vision would be more correct he stated that *** be a mistake on his part we offered him a 40% discount on his next pair of lenses due to the confusion this satisfied the customer and she will contact them to come in

  Customer Answer

  Date: 05/03/2023

   
  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:05/01/2023

  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.

  Consumer Fraud Advertised eye exam and 2 pair of glasses for $79 After doing everything stated my prescription would not allow the deal Fraud

  Business Response

  Date: 05/04/2023

   

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *************************; complaint # ********, we regret any pricing misunderstandings ************** may have experienced when her visited our vision centers.
  
  Our records indicate that ************** obtained and eyeglass exam priced at $59.00 (which is free with any 2 pair purchase) and retinal imagining for a total of $79.00 on 04/28/2023.
  
  Our 2 pair of eyeglass offers starts with our 2 for $79.95 eyeglass offer. This offer consists of single vision basic plastic lenses and frames from our $69.95 price selection.  Any other features or upgrades are available at an extra cost. ************** is welcome to purchase this,or any other offer. If he should decide to purchase any 2 pair of complete eyeglasses within 30 days from the eye exam date, ************** will be credited the $59.00 eyeglass exam fee. He may also visit our website for additional pricing information at:  ******************************************************************
  
  If ************** has any further questions, he may contact ************* at: **************.
  
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:05/01/2023

  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.

  April 17 2023 Store **** Order ****** Customer ****** *********************** Bought 2 pairs of glasses Both pairs wrong prescription Sunglasses wrong frame and tint Took them back and told I would have to pay $40 more to correct their mistake Went home Took them back today 5-1-23 Received partial refund Paid $257.95 Refunded $168.95 I expect full refund since the errors were Americas Best fault not mine

  Business Response

  Date: 05/02/2023

  Dear Customer Relations Representative,

  This letter is response to this BBB with the complaint #********. I do apologize for the negative experience this customer has had at ******************** Best. In regard to the glasses, the prescription and the tint being incorrect. Upon your request for a full refund of $247.95 customer was reimbursed back $168.95 for both pair of glasses. The remaining $79 is for the eye examination and retinal imaging exam that are both non-refundable because they are a service fee for the doctor. I do apologize for the inconvenience. 

  I have spoken with the General Manager ******* from ************, **. Unfortunately, we are unable to refund for the examination fees, but we are willing to give the customer the mirror coating upgrade with no charge. The manager said he will reach out to the patient *********************** to discuss this matter. 

  If you should need any further assistance, please feel free to contact me. 

  Thank you,

  TaNischa 

  Customer Care

• Initial Complaint

  Date:05/01/2023

  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.

  3/27/23 I went in with new prescription for glasses, picked out a pair, and paid. Got call they came in around a week later. Put them on there and couldnt see out of right eye. They did a comparison with my old glasses and there was no prescription in right eye with new. She never caught the fact that one of her employees didnt put my new prescription in to balance the right eye. I had my new prescription paper with me at the time and assistant manager told me to go back to eye dr for a redo exam which I did. We back to AmBest with new prescription. And as the different lady was putting in new prescription she noticed that the original person didnt put in a balance out prescription for my right eye she put in no prescription but was supposed to balance it with left eye, thats why I couldnt see out of my right eye. So she said since it was a redo they would put a rush on it. I of course left new glasses with her to send out. 2 weeks later today , my husband went to pick them up after a phone call and he said they told him they needed my glasses to swap out the lenses. He called me at home and I told him they sent the glasses out to redo. So I either want a refund or my new glasses ASAP. This is so ridiculous, all this trouble Ive had to go thru from incompetency from assistant manager, employees thru lens people losing my new glasses.

  Business Response

  Date: 05/10/2023

  
  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *********************; complaint ID #********. We do regret any product delays and/or service issues ************ has encountered;please know that we have addressed her concerns with management.
  The store manager has advised the customer was ordered a complete pair of ******************** (frame and lenses included). If the customer did not receive a complete pair, or if she is still having any issues with her order, she may contact ***, the manager and he will gladly assist her. The manager has also contacted the customer to offer his assistance and he was not able to reach ************.
  If ************ has any further questions, she may contact ************* at: **************. We thank her for her time and for allowing ** to service her eyewear needs.
  
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:04/28/2023

  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.

  I purchased a pair of *************************************** frames and lenses through my insurance around April of 2022. ** December 2022 the side piece fell off making the eyeglasses unwearable. I did have the warranty on the frames and brought them in to be sent out for a new frame which I received in January. On 4/27/2023 the side piece of the frame fell off again, in the same place. I couldn't believe that this had happened again, the same exact issue that caused me to have them repaired less than six months ago. I called the location to see what they could do, as these frames are obviously of poor quality and the issue needs to be addressed. I was told that they won't do anything for me (the customer of the inferior frames that THEY sold and are continuing to sell) other than offer me a 20% discount on another ********************************* Gemma ****** I inquired as to why they would think that I would want to ever purchase this brand or frame again, as I have had two broken glasses in less than a year. The store manager provided me with the number to the corporate **************** line. I spoke to a woman who told me again, that I would have to buy a new frame and that "there is nothing we can do". She offered me a 30% discount on an out-of-pocket purchase. There is a product that you are selling that is not lasting a customer more than a few months of limited wear before breaking twice in the same spot and it seems like this is a way to sell cheap quality frames, bill the insurance at the highest cost they can get away with, and then leave the customer with a product that they cannot use. Then the only solution that you offer is buying a new frame out of your own pocket. Corporate greed at its finest. America's Best own website blog states in the article "How to Build an Eyeglasses Wardrobe on a Budget"- Good-quality ophthalmic eyewear doesnt have to be expensive, says *****. "But it does have to fit properly, be comfortable to wear, and hold up to everyday use."

  Business Response

  Date: 05/08/2023

  Thank you for your complaint and I see that the Store DM approved one time replacement at no charged and I just checked the PT's account and they already replace new order at no cost.

  Please let ** know if you have ay further questions, 

  Thank you, 

  Customer care

  Usha 

  
  

  Customer Answer

  Date: 05/10/2023

   
  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:04/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a contact lens exam for my son and was supposed to get a ex that was valid for 1 year after paying and completing the exam the business is stating I have to pay for another exam under a year later

  Business Response

  Date: 04/26/2023

  Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *******************- on behalf of ***********************, complaint # ********. We do regret any misunderstandings the customer has incurred with the finalization of her sons contact lens prescription.
  
  *************** brought in her son, ******, to our ******, ** vision center on August 1,2022 for a contact lens exam and his contact lens have been ready since mid Sept. so that he may return for his insert & removal contact lens class- in order to finalize his prescription. The customers mom said that she was not able to bring him into the vision center due to his schedule.
  
  Our records also indicate that the customer has not returned for his class during this time, so that the doctor *** finalize his prescription. The doctor is unable to finalize the customers prescription/contact lens fitting if the customer does not attend his contact lens follow-up class appts. Our records also indicate that the vision center manager has even forwarded the contact lens trials to another vision in the ********, ** area, in order to better accommodate the customers with our follow-up protocol however, ****** has not returned for his insert and removal class/follow-up at that location. 
  
  Since it has been 8 months since his exam date, the doctor is unable to approve that we order Javion any more contact lens trials/diagnostic lenses, unless the customer returns for a new contact lens exam appt and pays for a new contact lens exam fee (which is now a $99 fee). **************** was presented with this option and she indicated this is not something she wants agrees with.
  
  In order to provide **************** with a satisfactory resolution, and closure to this matter, we have processed a refund request for the contact lens exam fee. The customers $89.00 contact lens exam fee will be refunded and they will be receiving a corporate check refund in the mail, in the next ***** business days.
  
  We thank **************** for her time and for the opportunity to service her sons eyewear needs. 
  Thank you for your time and mediation.
   
  Violet
  Customer Care
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 04/27/2023

   
  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:04/24/2023

  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.

  4/8/23 & 4/22/23 Went for an eye exam and got a double prescription for both contacts and glasses. **************** was extremely rude and not helpful at all, had said my right contact was blurry but was told to let it adjust for a few days so i do and it doesnt adjust so we go back to the store get another exam and sure enough this one is doing the exact same thing. They wont refund me and they wont do anything else but tell me Im out $99. Trying to call corporate is just as frustrating as they wont help either and are just as rude if not nastier then the store representatives

  Business Response

  Date: 04/25/2023

  In response to the Better Business Bureau complaint filed by *************************; complaint # ********. We apologize for the issue **************** is experiencing with his right eye contact. **************** contacted our corporate customer care department and was offered a recheck with a different doctor at our **********, ** vision center which he declined. The exam is a service rendered by our doctor and we do not refund for services rendered. Our goal is to fit **************** with a satisfactory contact lens. We allow as many follow-up appointments as needed, without charge, within 45 days of the initial exam date. General Manager of our **********, ** vision center, *** is aware of ****************** issue with his contacts and will be calling **************** to schedule a recheck with a different doctor at their location.
  

  We look forward to assisting ****************. We truly apologize for any inconvenience this has caused **************** and this complaint has been documented at our corporate office. Thank you for your time and meditation. 

  ************;

  Customer Care Manager.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19975466
  
  I am rejecting this response because: A resolution still has not been made completely, i want some kind of compensation besides a 10% discount and my right contact fixed if they will not refund me, they need to get it right because i still have no glasses or contacts that work.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/25/2023

  In response to the rejected Better Business Bureau complaint filed by *************************; complaint # ********. Unfortunately, we do not refund for services rendered by our doctor and the 10% discount is what has been offered as a customer courtesy.  I have also spoken with the assistant manager, *******, and she has agreed to order 1 additional pair of trial contact lenses once the contact lens prescription has been finalized with a brand that is comfortable for **************** as an additional courtesy. Our records show that **************** didn't purchase any glasses from our vision center, so if he did, he should bring them in for testing to verify they were made to the eyeglass prescription written by our doctor.  ******* will be contacting **************** to schedule a follow-up exam, as *** is not in the office. Thank you for your time and meditation.

  Once again, we apologize for any inconvenience and look forward to assisting **************** soon. 

  Thank you, 

   
  Sharday 
  Customer Care Manager 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19975466
  
  I am rejecting this response because: still needs resolution that has not been met.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/23/2023

  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.

  I went in to get two pairs of glasses for ***** free eye exam. I even picked out two pairs of glasses and told the lady working multiple times that's what I wanted she charged me 60+$ for an eye exam and then 80$ for lenses that were thrown in the trash. Paid 143$ and got no glasses they sign specifically says two pairs of glasses and free eye exam for $ ***** I paid $143 and got no glasses Complete scam

  Business Response

  Date: 04/26/2023

   

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *************************; complaint # ********. We do regret any service and/or order misunderstandings ************** has encountered at our ******, ** vision center.
  

  Our records indicate that ************** purchased one set of lenses only for her own frames that she owns. She was charged $59 for the eye exam in addition to the $143 lens fee. According to management, the customer did not want to purchase the 2 pair for $79.95 eyeglass offer because she was not happy with the frame selection in that particular price range and opted to purchase lenses only for her frame which is reflected on her sales receipt. Additionally, ************** was also offered the 2 pair promotion in when she mentioned her concerns to the staff, stating that she wanted the "2 pair for $79.95promotion. She was told yes, we can add this promotion and the price difference would have been an extra $20 however; ************** declined this and she requested a refund.

  Ms.> ***** has been refunded for the difference between her lenses and the eye exam fee, as services were rendered by the doctor. The refund **** was $84.00, due to our eye exams are free with a 2-pair eyeglass purchase only.  
  
  If ************** would like to return to the vision center to purchase the 2 pair for $79.95 offer, or any other offer, she is welcome to do so.
  
  We would like to thank ************** for her purchase and if she has any further questions, she may contact ************* at: **************.
  

  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19972740
  
  I am rejecting this response because:

  I shouldn't have to pay twice. I told the lady I was there for ***** 

  That means two pairs of glasses and a FREE eye exam . And you want me to go back and pay even more to get glasses when I already paid $143 ... that's false advertisement.  

  I picked out two pairs of glasses gave them to the lady working and repeatedly told her and even made sure in the end that i was doing ***** and was charged $143 yeah thats called theft 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/27/2023

  
  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *************************; complaint # ********. We do regret any service and/or order misunderstandings ************** has encountered at our ******, ** vision center.
  
  Our records indicate that ************** purchased one set of lenses only for her own frames that she owns. She was charged $59 for the eye exam in addition to the $143 lens fee. According to management, the customer did not want to purchase the 2 pair for $79.95 eyeglass offer because she was not happy with the frame selection in that particular price range and opted to purchase lenses only for her frame which is reflected on her sales receipt. Additionally, ************** was also offered the 2 pair promotion in when she mentioned her concerns to the staff, stating that she wanted the "2 pair for $79.95 promotion. She was told yes, we can add this promotion and the price difference would have been an extra $20 however; ************** declined this and she requested a refund.
  
  ************** has been refunded for the difference between her lenses and the eye exam fee, as services were rendered by the doctor. The refund **** was $84.00, due to our eye exams are free with a 2-pair eyeglass purchase only.  
  
  If ************** would like to return to the vision center to purchase the 2 pair for $79.95 offer, or any other offer, she is welcome to do so.
  
  We would like to thank ************** for her purchase and if she has any further questions, she may contact ************* at: **************.
  
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19972740
  
  I am rejecting this response because:

   Still the same issue I went in and I asked for does 2 pairs of glasses $79.99.  Free eye exam and obviously was charged and everything else was done differently than what I asked I even picked out 2 pairs of glasses I explained to the lady multiple times achievement repeated it of what I wanted this is a fundamental issue because that is false advertisement obviously you guys keep saying something else but when I go in and I ask for a deal specifically and then charge something else that's a problem.
  
  Sincerely,
  
  *************************