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 & Eyeglasses

  175 Quinn Dr Pittsburgh, PA 15275-1013

• 

  America's Best Contacts & Eyeglasses

  102 Wagner Rd Monaca, PA 15061-2456

• 

  America's Best Contacts & Eyeglasses

  510 Consumer Sq, Wrangleboro Rd Mays Landing, NJ 08330

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:04/19/2023

  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.

  I purchased a two for one ************* frame special ($79.95). I was NEVER told it was not valid if I used vision insurance when ordering lenses and frames. This restriction was not posted in the store anywhere. I was charged twice for the frames. This was very deceptive.

  Business Response

  Date: 04/19/2023

  Dear *******************,
  
  *************** to the BBB Consumer Complaint #********, filed by *************************. We certainly apologize for any possible miscommunication that *** have occurred at our **********, ** location.
  
  I am the one who responded to ************** when he emailed our corporate office on 4/7/2023, explaining our two pair promotion.
  
  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. This promotion also cannot be combined with any other discount, coupon or insurance plan. This is notated on the signage at all our vision centers, as well it can be found on our website, FAQ page found here: **********************************************
  
  What's included in the 2 for $79.95 deal?
  The 2 for $79.95 advertised offer includes single vision uncoated plastic (CR39) lenses, frames from our $69.95 price selection and a free eye exam.* Your exam will always be free as part of this deal, even if you choose more expensive frames or lenses. Upgrades like tint, NeverGlare anti-reflective coating and Verithin or Verilite lenses will be an additional cost, but America's Best always offers products at a savings so our customers ALWAYS pay less. This offer cannot be combined with any other discount, coupon or insurance plan.
  
  Unfortunately when insurance is used, it completely changes the pricing because insurance bills the coverage benefits per item, so everything is rung up and charged separately.
  
  Not only did ************** use insurance, but he also upgraded his lenses to the progressive lenses, as well as he added on some additional features to his second pair. He also picked out two frames priced at $79.95.
  
  I have spoken to the store manager, *****, to address this. Unfortunately we are unable to refund ************** on his 2/24/2023 order if he wishes to keep the glasses as they are. Hes welcome to bring them back for a refund, and we are more than happy to ring him up for and charge him for our 2 for $79.95 promotional offer. But please be advised it will only be for the Single Vision lenses with no additional features, as well as he will have to pick out two frames priced at $69.95. He does have until 4/30/2023 to make any refund if hed like to do that.
  
  Once again I do apologize to **************. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,

  ******

• Initial Complaint

  Date:04/12/2023

  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.

  Today I was scheduled for an appointment at 3:15 pm for a follow-up and when I arrived I was greeted with a full waiting room and when I checked in I was not informed by the receptionist or anyone that my appointment will be late. I saw in the waiting room and had someone else called at my appointment time and nothing so I got up and asked the receptionist that the deal was and if I could get my prescription. He stated that I can't it until I get my follow up, which I understood, but I stated I can't wait an indefinite amount of time it's a work day. He asked if I just wanted to reschedule and I just left. I called back asking for a refund and they told me that a general manager would call me back. She never did so I had to call back to speak with her later in the day, her name is ***** who told me she was the general manager. She stated that because I left the follow-up I would not get a refund. I informed her of why I left and she lied and said I arrived late, and began to insult me repeatedly, call me a child, completely unprofessional and unacceptable and I want action done or I will make this a huge deal. The calls are recorded, I called in at 5:10 P.M. EST at the *************************************************************** store. Listen to the call and you will see how absolutely disgusting she was acting.

  Business Response

  Date: 04/13/2023

  Hello Customer Relations Representative,

  This is in response to BBB complaint 19928831 for the experience that customer ********************************* had at out ********************** center. I would like to apologize for the encounter that ************************ had with ******. It is never appropriate for a manager to speak to a customer that way and this matter could have been handled differently. I can assure you that this case has been documented and brought to the attention of the district manager *********************** who will provide the customer a refund, a six month supply of ******************** and a follow up visit as a courtesy to the customer for his experience at our location. **************** will also be reaching out to the customer in the next ***** hours. If there is anything else that I can assist you with, please feel free to contact me.

   

   

  Thank you 

  Ash,

  Customer Care

• Initial Complaint

  Date:04/10/2023

  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 had to pick a new frame of glasses since my original pair was no longer offered online. Once that new frame glasses came in I noticed my lenses were moving around a lot and popped out whenever I tried to clean them gently. I went into my local store and I was told they were cut incorrectly for the frame. The optometrist stated that the lenses were too small for the frame. He asked if these were my only pair and I stated yes and he said if I contacted the online customer service I should be able to hang onto them and they could send me the new ones. When I called customer service they stated they couldnt do that. So once they received that pair they put in a replacement order on express shipping (1-2 days) due to the inconvenience. Once I received the replacement for the second time i noticed that my right lens was popping out once again. I went into a different store location and I was not allowed to get my glasses back so I can send them back with the online customer service shipping. At this store they did not let me have any other options. I was told they were going to send it back to the lab. Im disappointed that the lenses are not checked for quality. This store was disappointing when they did not want to give me my glasses back. Im afraid that once I receive my glasses for the third time that I will have the same issue. I have been a long time customer and never experienced this issue before.

  Business Response

  Date: 04/12/2023

  Reached out to store location **************************************** . Spoke with ********* regarding frames being shipped to location for pick up. ********* advised that patient picked up frames 04/10. I advised I will give patient a call to confirm items are in good shape. Left voicemail for patient to call back to advise how the experience went this time with frames. Patient has not called company back in relation to new order received. We hope that product was received in great condition, an that her experience was better than the last. 

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made an eye appointment the didnt tell that eye exam would be eye exam via video conference call. Then when I asked questions about the prescription. They told me they couldnt answer the question.

  Business Response

  Date: 04/10/2023

  Complaint ID: ********
  Date Filed: 4/7/2023
  Customer: *******************
  
  To Whom It May ******************************* to a complaint filed by ******************* stating they were never informed of the appointment being Remote/Virtual. When scheduling an appointment online it tells you depending on the place of choice and day of the exam if this is a Remote visit.
  It states You have selected an on-screen digital eye exam with a screen doctor that is using the latest technology in eye care and so on. It explained the process of the exam.
  It gives you the option to request an in-person doctor. ************************ scheduled her appointment online. So I do apologize **************** was not aware that her visit would be digital /remote.
  The customer was ordered trial ********************. Once trials are verified, the prescription is released.
  If we can further assist you please give us a call at our ************************ at **************.
  
  Thank you,
  ******

• Initial Complaint

  Date:04/05/2023

  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 bought some eyeglasses from America's best. The glasses are only correct distance and not near. I want corrective near also. Just not bifocals..

  Business Response

  Date: 04/06/2023

  In response to the Better Business Bureau ********* filed by *******************************; ********* #********, we do apologize for any inconvenience that ******************** has experienced. Ms.********* ********* has been received and documented, and I have discussed all concerns with store manager, April. ***** expressed that she was the associate who assisted ******************* with her purchase of the two pair of single vision distance glasses. ******************* purchased only single vision glasses for distance and this is the reason why she is unable to see anything close up.April has offered to exchange one pair of the distance glasses and remake them into reading glasses at no cost. If ******************* would like to take advantage of that offer she would just need to return to the vision center with the pair she would like to exchange. Once again, we apologize, if ******************** has any additional questions at this time, she is welcome to contact ************* **************.

  Thank you for your time and mediation. 

  Sharday 

  ************* America's Best ********************** & ******************** 

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past two years I have terrible experience. I go in and have my service done. I am then told that I would receive a call when my glasses are in. I waited both times over 3 months. Finally, when I am in the area I stop in and they have the audacity to tell me that they were there. No phone call or anything. The last time I was there to pick up my glasses I asked for a copy of my prescription. I was told that the doctor who saw me typically doesn't work there so they couldn't give me my prescription. I was told that they will mail it out. I yet have to receive it. I was thinking about contact but I really do not want to give them my services. No call nothing. I had made an appointment for my daughter not only did they cancelled it they didn't even bother calling me to let me know. I just happened to get a text message.

  Business Response

  Date: 04/06/2023

  In response to the complaint filed by ***************************; complaint #********, we do regret the experience that **************** has had with our *******, ** vision center. We do value **************** as a customer, and she deserves the best service we have to offer. ****************** complaint has been received and documented, and I have discussed it with assistant manager,**. Vi has explained that an automated call was made on January 3rd, 2023, to ************** to notify **************** that her glasses were ready for pick up. The automated call is sometimes mistaken for spam and some cellular phone providers will block the call. This is an issue that we are aware of and actively attempting to rectify. ** has confirmed a copy of your prescription can be picked up from the vision center at any time. I also addressed the issues with the appointment being canceled but no phone call was made. Vi did confirm that a phone call should have been made to notify the patient that we were canceling the scheduled appointment. We strive to provide all of our customers with excellent customer service, and we work toward this goal daily.We do apologize for the experience, and value her business.
  
  Thank you for your time and mediation.  

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

  Customer Care 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19899056
  
  I am rejecting this response because the phone number they claim they have is incorrect. All this information has been provided for the two years in a row that I have gone and verified my information. The prescription is not ready because the gentleman at the desk stated it wasnt available due to the doctor who saw me is not typically at the office and that it would be mailed. I would like it mailed and please verify that its a ******* address. My phone number ends in ****.  I received confirmation texts prior to the appointments  So I am taking it that this is an excuse being given which is unacceptable. My insurance and all the necessary information was verified both times. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/07/2023

  In response to the rejection. We truly apologize for the failure to update your telephone number. Our records show an address at ***************************************************************** and a copy of the prescription will be mailed to this address. The telephone number has been updated to the number ending in **** which was entered when the appointment was scheduled on line. I have requested that assistant manager Vi mail you a copy of your prescription via **** We once again truly apologize for an inconvenience and miscommunication and we do value *************** as a customer. If *************** has any additional questions she is welcome to contact ************* **************.  
  
  Thank you for your time and mediation, 

  Sharday 

  ************* America's Best Contact and ******************** 

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the store in ********** ***** to request a trial pair of contacts because I'm wearing a pair that needs replaced ASAP,I have always paid out of pocket but I got new medical insurance that started March 2023 and America's Best doesn't take my insurance,I had to go to ******* vision and ordered contacts but since my prescription doesn't expire until April 15th I didn't need an exam right away, America's Best told me that I have to have an exam before they will give me a trial pair. My contacts won't come in until a week or later and my contacts have been bothering me for several days,it's not good or healthy to wear them past a month,I'm on disability for depression and this has got me so stressed,I don't have any glasses for back up and I can't drive without lenses. I'm very upset that they couldn't bend their rules in my situation but it seems they care more about money than my eyesight. I have tried other optometrist and having hard time finding a place that takes my insurance,I called my insurance to get places in network but it's weekend now and I need contacts ASAP.. I am very upset and have been crying,I barely make it through the day with these in my eyes,and I'm afraid I'm going be stuck somewhere if one tears or I have to take them out while I'm driving..

  Business Response

  Date: 03/31/2023

   Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *****************************;complaint # ********, we do regret any concerns **************** has incurred.  **************** obtained her contact lens exam on 04/05/2022 at our **********, ** vision enter and she was also provided with diagnostic lenses (trials) at that time.     
  
  We provide diagnostic lenses for new customers and for prescription changes. If **************** had placed her latest order with us, we would have accommodated her request for a set of lenses as well. Unfortunately, **************** did not place an order for contacts with us since October 2022. At this time, if she would like to order contact lens boxes, we will again provide her with a courtesy set of diagnostic lenses..
  
  If **************** has any further questions or concerns at this time, she is welcome to contact ************* at: **************. We hope to see her as a return customer in the near future and we thank her for her business and feedback.
  

   

  Thank you for your time and mediation.
   
  

  Violet
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 03/31/2023

  I was told by America's Best that I would have to have an exam before they give me any contacts( trials included),They didn't verify my insurance to even see if they took my vision plan,they said we don't take Amerigroup and I had to go to ******** ******* ordered me contacts but since my prescription was still good I didn't need an exam,so I didn't get a trial, America's Best told me when I called again trying to get them to give me trials until my order came in from ******* and they said ******* should give you trials . I was so upset on phone I told them I was calling corporate,my contacts have still not came in and I've been wearing one contact for several days which is very hard at night with the lights having halos around them. I'm very disappointed in this store that they have now lied and said if I would've ordered contacts they would have gave me some,that is totally not true,they kept refusing to give me contacts and said I will have to have an exam first ..

  Business Response

  Date: 04/03/2023

  Dear Customer Relations Representative:

  In response to the Better Business Bureau complaint filed by *****************************; complaint # ********, we do apologize for any inconvenience our policy has caused ***************. We generally only provide trial contact lenses to new customers, when/if a prescription changes, and to hold the patient over while waiting for a supply that was ordered from us is delivered.  

   

  If **************** has any further questions or concerns at this time, she is welcome to contact ************* at: **************. We hope to see her as a return customer in the near future and we thank her for her business and feedback.

  Thank you for your time and mediation.
  
  Sharday 
  *************
  Americas Best Contacts & Eyeglasses

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to order contact lenses I want Daily not Monthly contacts, the prescription for my eyes has not changed I saw the MD on 8-3-22. I joined ************** for $99.00 which included the exam. I am supposed to be able to see an MD for no charge. I was told they have no MD's in my area to see me to change my order from Monthly to Daily contacts. Therefore I cannot get my contacts changed. The monthly do no last I have to throw them out after only wearing once or twice. I have not been wearing contacts due that. I would like them to just switch to daily contact lenses or refund me the $99.00 since they have NO MD in my area. I would have to travel over an hour in an area I do not ever travel to.

  Business Response

  Date: 03/22/2023

  Good morning,

  In response to your complaint, case number CS0002728734, I apologize for any inconvenience this may have caused you. 

   We are working diligently to get more doctors in that area, as well as to have a primary doctor in that location. At this time we do have a remote doctor at this location, however, out remote doctor are not permitted to perform follow-up exams, as a follow-up exam is required in order to change the prescription. 

  Please be advised that the customer will be refunded the $10 fee for the ************ purchase, for the inconvenience, and no refund is due at this time for services rendered by the doctor.

  The patient has been offered an opportunity to visit another store location that has an onsite doctor ***************** understand that the need to travel to another location is an inconvenience. I do apologize for the inconvenience at this time.

  Best Regards,

  Arijana

  Customer Care 

• Initial Complaint

  Date:03/15/2023

  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.

  On 3/15/2023 went to the Americas Best store at ********************************************************************************** Talked to the receptionist and asked for a copy of my eyeglass prescription. Was informed that since my prescription was over 1 year old they would not give me a copy. Told receptionist that I had purchased 2 pairs of glasses there and wanted a copy of my prescription for my records. Again she told me that they were not allowed to provide a prescription that was over 1 year old. I think they are just trying to force me to have another eye exam and maybe purchase another pair of glasses.

  Business Response

  Date: 03/22/2023

   

   Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by ***********************************;complaint #********, we do regret any customer service delays ************************ has incurred.  We have addressed this with management and the customer was contacted by the assistance manager; he will be provided with a copy of his already expired prescription, for his records. ************************ has the option to pick up the prescription, or we can fax/mail it to him. He may contact the vision center if he would like to have it faxed or mailed.
  
  If ************************ has any further questions at this time, he is welcome to contact ************* at:**************. We value his business, as well as his feedback.
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 03/23/2023

   
  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:03/11/2023

  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.

  The male manager of Americas Best at ************ ********************************************************** ********** is the most unprofessional person I have ever worked with. He and his staff including *********************************** put me through absolute h*** as a customer when I spent over ****** dollars for their company. The first complaint is I had to wait 3 months to get a sample pair of contacts so I could decide between mono contacts or multifocal contacts. They did not have my prescription in stock. My doctor approved me to wear mono Sofmed advance at a lower prescription until my real prescription came in. In other words I was allowed to wear sofmed advanced for od ***** and os-**** while I waited for od ***** and os-**** to come in. They actually changed my prescription from what the doctor gave me permanently. When I online ordered 20**** of contacts I received the wrong prescription and tried to fix it. He would not fix it and told the online people I was lying about my prescription. He said Im only allowed to order acuvue multifocal and not anything else. Not true. The doctor and I were trying to find the best fit for me and my contact prescription was the same. I ordered expedited shipping. I needed these contacts. The manager would not fix the problem and I had to send the contacts back. He was rude, dismissive and condescending. He ruined a function I needed to wear contacts for that I was forced to wear my glasses for. I have given this company over ******* in business. This manager treats people in an unprofessional manner and gave off an air of rascism towards me as an Asian. My husband is 100% disabled veteran and I am his caregiver. We live on a fixed income and the manager was rude to husband when he called and asked questions. I want a refund for my prescription fees and expedited shipping I paid for contacts. Its about ******. I will settle for employee action to be demoted or sent to managerial classes and cultural sensitivity classes

  Business Response

  Date: 03/16/2023

  Dear Customer Relations Representative,
  
  This letter is in response to the BBB complaint #********.
  We truly apologize for the poor service and any inconvenience this may have caused.
  I do want to assure **************** that I have documented this experience here at the corporate office so that this can be addressed. We are unable to provide her with information on what action will be taken such as training or disciplinary action as it is an internal matter, however, we will be addressing this seriously.
  Im understanding that the customer would like a refund for the exam. Per Ms. ******* receipt, she paid $119.00 in total for the exam. This included $99.00 for the contact exam and $20.00 for the visual field.  Unfortunately, the visual field is non-refundable and the refund for the exam will be $99.00. We will be happy to refund that amount however, **************** will have to bring back the copy of her prescription as the prescription was a part of the $99.00 exam.
  If you have any questions or concerns, please feel free to contact me at your soonest convenience.
  
  Thank you,
  
  Meka
  Customer Care