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:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My eyeglass frames fell apart. I went to the store where I bought them and they told me since I didn't by the protection plan that they were not covered. On the website it clearly states that the glasses are covered by a one year warranty against manufacturing defects. The person in the store said no protection plan means it can not do anything for me.

  Business Response

  Date: 03/17/2023

  
   Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *************************;complaint #********, we do regret any breakages the customer has incurred with his frames.
  
  **************** purchased his eyeglasses on 06/28/2022 from our ************, ** vision center. We offer a Product Protection Plan for the cost of $25 for all eyeglass purchases. The Product Protection Plan we offer allows one free replacement, per pair, should the eyeglasses damage or break during the first year. **************** did not purchase the Product Protection Plan and the manufacturing warranty he referred to in his complaint covers manufacturing defects. Since his eyeglasses are almost two (2) years old, this means that his frame breakage would not be deemed to be a manufacturing defect, but rather normal wear/usage.
  
  As a customer courtesy to ****************, he is welcome to purchase a new frame and we will provide him with a 25% off discount on a replacement frame.If he is interested, he may contact ****** at the vision center he purchased the eyeglasses at, to find out if the frame model/style is still available for him to purchase (at the discounted price). 
  
  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 ********************** & ********************

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My frames broke after a month. When I went to the store to see how much a replacement would be I received four different quotes from workers to manager. When I agreed to the first quote for $30 to replace the frame and lens, two other people that were supposed to help said it would be $69.99 then the manager came and said $41 which would be 40 percent off but not 50 percent as I was originally quoted . This was a scam rip off **************** was no better.

  Business Response

  Date: 03/16/2023

  Dear Customer Relations Department,

  This letter is in response to case number CS0002709084, regarding customer *********************.

  I apologize for the issues the customer experienced with the communication and pricing at our ****************, ** vision center. Customer contacted the ************************ on March 10, 2023 regarding broken frame and the quotes received from the store staff. Customer was provided with different quotes from out store staff, but was advised by the store manager that these were just the quotes and the not the price of finial price of the frame. Customer was also informed that during the initial purchase she made in January, she was provided with our promotional offer which automatically includes the discount on the frame purchase. 

  Due to inconvenience, customer, ********************* was offered a 40% discount on her new frame purchase, as the customer did not purchase warranty on the product prior to product being damaged. Customer's price of the frame came out to total of $41 after the discount applied. 

  Customer refused the offer. As our final courtesy, I am happy to offer the customer 40% discount of the new frame purchase. 

  Thank you,

  Arijana

  Customer Care 

  Customer Answer

  Date: 03/16/2023

  As you see they admit they offered multiple pricing for replacement of the and it was for a complete pair of glasses not just the frame as stated. This was my issue  and Nobody said it was a quote. The first person offered it as a price . Who runs a business like this to scam innocent customers. They also told corporate that I was rude and carrying on in the store to add to further insult. I am not asking for their charity, I dont  need it .  Btw I was never offered to but the warranty at time of purchase. I will accept the original offered price of $30 for a complete new pair of eyeglasses as a settlement 

  Business Response

  Date: 03/17/2023

  Good afternoon,

  In response to your complaint, case number CS0002709084, I apologize for any inconvenience this miscommunication may have caused you. Please be advised that the store is happy to offer you a 40% discount for your purchase of the new frame. Your complaint has been documented and shared with the District manager, and at this time we are happy to offer you an opportunity to visit another vision center if this will make you feel more comfortable. 

  Thank you,

  *******

  Customer Care 

  Customer Answer

  Date: 03/19/2023

   
  Complaint: 19580805
  
  I am rejecting this response because: the first offer was for 50 percent. I had already declined the 40 percent . This is the issue 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/20/2023

  Good afternoon,

  In response to the complaint, case number CS0002709084, I apologize for any inconvenience this may have caused the customer. 

  Unfortunately, at this time we are unable to provide the desired 50% discount towards the purchase of the new frame. The customer is provided with a 40% discount and this is our final offer. At this time, we are happy to offer you an opportunity to visit another vision center if this will make you feel more comfortable.

  Thank you,

  *******

  Customer Care 

  Business Response

  Date: 03/20/2023

  Good afternoon,

  In response to the complaint, case number CS0002709084, I apologize for any inconvenience this may have caused the customer. 

  Unfortunately, at this time we are unable to provide the desired 50% discount towards the purchase of the new frame. The customer is provided with a 40% discount and this is our final offer. At this time, we are happy to offer you an opportunity to visit another vision center if this will make you feel more comfortable.

  Thank you,

  *******

  Customer Care 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19580805
  
  I am rejecting this response because:
  This was not the first offer that was offered to me in the store. We are going in a circle. They cannot cheat the consumer with multiple prices. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/07/2023

  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 purchased eye glasses from the American Best in ******* ** July of 2022. I picked my glasses up and on the way home i almost wrecked because the eye glasses RX was in corrected. I went back to them scheduled another appointment. The Dr. stood on his RX 100% glasses never worked for me. The store wouldn't refund me and i've been stuck with these glasses every since. I went to MY EyeLab and they got my RX corrected first time no problems. I want a full refund for every ***** i spent even refund my exam

  Business Response

  Date: 03/14/2023

  Dear  Customer Relations Representative:
  

  In response to the Better Business Bureau complaint filed by *****************************; complaint # ********, we do regret any prescription issues the customer has incurred. ****************** purchased eyeglasses 07/13/22 and we have not heard back from him since he purchased them.If the customer does not inform us there is a problem with his prescription we are unable to ***** and/or correct with any issues he may be experiencing. We offer 30 days for refund and order corrections; all refunds are processed by management in our vision centers. The store manager has contacted ****************** however; she was not able to speak with him.  
  If ****************** would like to speak with the manager about requesting a refund, he may contact ****** at the vision center in *******, ** and she will assist him with processing his refund request. Additionally, if ****************** has any further questions or concerns, he is welcome to contact ************* at: **************.
  

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

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19548116
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/15/2023

   

  Dear  Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *****************************; complaint # ********, we do regret any prescription issues the customer has incurred. ****************** purchased eyeglasses 07/13/2022 and we have not heard back from him since he purchased them. If the customer does not inform us there is a problem with his prescription we are unable to ***** and/or correct with any issues he may be experiencing. We offer 30 days for refund and order corrections; all refunds are processed by management in our vision centers. The store manager has contacted ****************** however; she was not able to speak with him.  
  If ****************** would like to speak with the manager about requesting a refund, he may contact ****** at the vision center in *******, ** and she will assist him with processing his refund request. Additionally, if ****************** has any further questions or concerns, he is welcome to contact ************* at: **************.
  

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

• Initial Complaint

  Date:03/04/2023

  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 to this company because of their ad for a free eye exam with purchase of two pairs of glasses. I found that this company uses bait and switch and the employees were rude and dishonest. 1) I had an eye exam at the ********* ** location on 2/20/23. I said I didn't want the retinal imaging when asked but they charged me anyway. I paid $75.18 which included the $15 for the imaging which I had said I didn't want. 2) ******* told me they would return my exam money if I purchased two pairs of glasses within 30 days. I ordered one pair after my exam and on 2/24 picked up that pair and ordered a second pair which I paid for at the time. 3) ******* told me on 2/24 that he never said he'd give me my money back. 4) Overall, ******* was rude and hostile. I told him I couldn't hear him so he said "Do you want me to use my outdoor voice?" and started yelling. If anyone reading this is thinking about using America's Best, DON'T GO unless you don't care about your money, being lied to, and basically experiencing awful customer service.

  Business Response

  Date: 03/08/2023

   Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *********************;complaint #********, we do regret any customer service and billing errors *********** has incurred at the *********, ** vision center. The service and billing issues have been addressed by management and the customer was personally contacted by the General manager so offer his assistance. ************ was issued a refund for the $59 eye exam fee, as the eye exam is in fact free of charge with any 2-pair purchase.   
  If ************ has any further questions or concerns 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 ********************** & ********************

• Initial Complaint

  Date:02/28/2023

  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.

  In October, 2022 I had an eye exam. I was told that I would have to get a sample pair of contact lenses as my prescription had changed from an expired prescription that I had provided them the information from. I called the store a couple of times in November and December to check the status and was put on hold for extended periods of time and, occassionally, hung up on "accidentally" only to be told that they must be on back order. I reached out to customer service via email on website in late December, 2022. On January 3, 2023, I was left a very polite and professional message from customer service apologizing for the delay and stating that I would receive a few pair of complimentary contacts, hopefully within a week, to make up for the inconvenience. Almost two months later, I still haven't received any contact lenses and have been told that I cannot get a copy of my prescription as it has not been finalized since I haven't been able to try the newer prescription out. I'm extremely frustrated with this situation.

  Business Response

  Date: 03/02/2023

  Dear  Customer Relations Representative:

  
  In response to the Better Business Bureau complaint filed by *********************;complaint # ********, we regret any service issues incurred and delays pertaining to **************** contact lens order. We have addressed her complaint with management.  Unfortunately, the doctor and can't authorize/finalize her prescription without seeing the customer back for a follow-up visit. The follow-up visit is to check the fit of the contacts and **************** must wear her contacts to this visit so that the doctor can ensure they fit her properly. When the contacts arrive at the store, the doctor is of course willing to provide **************** with a follow-up recheck and this can be done when she picks up her contacts- if she is satisfied with the prescription. 
  Also, the vision center manager, **** will be providing **************** a complimentary 6 month supply of contacts for her inconveniences. Unfortunately,we are not able to finalized her prescription until she has her follow-up visit.
  We do apologize for any service issues and/or delay. If **************** has any further questions she is welcome to contact ************* at: **************.
  Thank you for your time and mediation.
   
  ******
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 03/02/2023

  **************** was kind enough to extend this offer previously but two months later, I still haven't been able to get lenses, trial or otherwise.  Also, since I have worn this brand for several years, it shouldn't be an issue to obtain a copy of a prescription.

• Initial Complaint

  Date:02/25/2023

  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 recently purchased a pair of glasses and was disappointed with the charges. I went to America's Best because my husband got 2 pairs of glasses for really affordable price. However, I had to pay over $300 for one pair. It was explained that I had ordered glasses with no lines bifocals and that they did not offer a duplicate pair for that price I felt disappointed because of the ad which led me to seek your business. I felt it didn't live up to the ads.

  Business Response

  Date: 03/03/2023

  Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *************************;complaint #********, we regret any pricing misunderstandings the customer has encountered at our **************, ** vision center. We sincerely apologize and we want to explain what our advertised eyeglass offer consists of. The 2 pair for $79.95 eyeglass offer is for single vision, basic plastic lenses and $69.95 priced frames only. Any bifocals, transitions, any lens material upgrades,anti-reflective coating, blue light lenses, etc. are of course available at an additional cost.
  
  Our records indicate that ******************* purchased one pair of progressive bifocals and she also paid for her eye exam. We do offer a free eyeglass exam if the customer chooses to purchase any 2 (two) pair purchase only. Additionally, the 2 pair discounted offers or free eyeglass exam is not applicable when using vision insurance. ******************** is welcome to return to the vision center so that we can change out her eyeglass order, or she may request a refund. We offer 30 days from the purchase date for order changes/refunds. If she chooses to request a refund, the services rendered by the doctor (the exam) is not refundable.
  

  If ******************** has any further questions or concerns, she is welcome to contact ************* at:**************.
  

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

• Initial Complaint

  Date:02/24/2023

  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 the 8th of Feb 2023 @2:57PM I was seen by store manager ***********Order #****** ***** was extremely helpful by taking care of my issues by making good and correcting ever phase of the prescription.She took her time and seriously tried to undo what her employee did before.Today I picked up the correct sunglasses. Unfortunately the pink lens is definitely not what I ordered.This time ***** was very rude and did not want to discuss anything.As matter of fact I ended up just walking away from her.I want to say that last visited the store,the area manager was in the store, right behind us, and ***** introduced me to him.Unfortunately I didn't get business card.I am seeking a full refund or replacement of lens.This is my second complaint. The first time I only want to make sure the general public of the poor service and manufacturing of eye glasses at a very expensive price.Thank you for any help you can assist me with making the necessary adjustments.

  Business Response

  Date: 03/03/2023

  Dear Customer Relations Representative:
  

  In response to the Better Business Bureau complaint filed by ***************************; complaint # ********,we regret any service issues incurred and delays pertaining to Mr. ******** pink eyeglass lenses. Initially, ****************** purchased clear lenses in September 2022 and returned to our vision center in February to request that one pair be tinted with a pink tint. The lenses were remade for him free of charge, as a customer courtesy. The customer requested pink lenses and we sold him 15% pink lenses. Unfortunately,we are not able to provide him with any other type/percentage of pink tint and this is what the manager was trying to convey to him. Again, we do apologize for any service issues and although we have a 30-day refund policy, if ****************** would like to return the lenses we can provide him with a refund.
  

  If ***************** has any further questions or concerns, he is welcome to contact ************* at: **************.
  

   

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

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19494888
  
  I am rejecting this response because:

  I accept the offer a refund.   

  Please let me know what I need to do get the refund please.

  Thank you 

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

  Business Response

  Date: 03/09/2023

  Dear Customer Relations Representative:

  Our records indicate that ********************** refund was already processed back to original form of payment on 03/06/2023. Refunds typically take a few days to post to an acct.

  Thanks,

  Customer Care
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 03/09/2023

   
  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:02/24/2023

  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.

  Had two Appointment to be seen at 4:30 p.m. And 5:00 p.m.Arrived at the location *************************************** ** 60609.Talked with multiple employees, but no one bothered checking my insurance claiming they do not accept my insurance. Passed a couple of people ahead of me. I called my provider and the location was in the network. I talk to another employee and claimed they do not accept my insurance. The vision provider called them and they claimed they will see me. As soon as I hang up the phone, the lady said they were unable to see me today. Another lady claiming to be the store manager rudely said only be able to see one, which one will it be? this location discriminated me and my insurance.

  Business Response

  Date: 03/09/2023

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by ***************************;complaint #********, we do apologize for any customer service issues/appt delays ******************* has encountered. We value her business and we regret the poor experience she had at our *******, ** ****************** vision center. The store manager was notified of the customers concerns and all concerns have been addressed.We have contacted the customer to offer further assistance and to discuss her visit; unfortunately, the phone number ******************** provided in this complaint was not in service.
  
  If ******************** needs further assistance at this point she may contact ************* at: **************.  We look forward to her next visit.
  Thank you for your time and mediation.
   
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:02/23/2023

  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 purchased the lense warranty with the company after purchasing extensive coatings and upgrades to the lenses. 2 months down the road my frames and lenses were destroyed in an accident and I came by to have new lenses put into another frame. They stated that they ONLY WARRANTY the exact cut (even though lenses must be cut to fit each frame specifically) I explained that they will have to be ordered regardless and can you please help me out? They advised I wait until my next annual evaluation or go to Lense Crafters where I have a coupon from Oakley (Luxxotica) for a discount on the frames I have that will no longer work.I don't appreciate you guys not helping us out and offering anything at all to a customer who pays alot of money and brings business to your operation. Help people out and business will return. I am stuck now and will likely take it elsewhere due to your inabilty to personally meet the needs.Using lenses and frames from 3 years ago and roughing it now.I would like to be refunded the $25 or whatever warranty fee was paid. I will take whatever you may offer, but just seeking the base wasted money.

  Business Response

  Date: 02/28/2023

  
  Dear Customer Relations Department:
  
  In response to the Better Business Bureau complaint filed by ******* (****************, complaint ID *********** regret any lack of service/product damaged **************** has incurred.
  
  Our records indicate that **************** purchased a set of lenses from us on 01/16/2022. The warranty, which allowed 1 free replacement in case of damaging/breakage, expired one year from that date. Unfortunately, when **************** brought in the lenses to be replaced, the warranty had already expired. The customer was contacted and we apologized for any warranty replacement misunderstandings. **************** has purchased a new set of lenses from us on 02/23/2023 and as comp we are offering him a complimentary warranty valued at $25, for his new set of lenses.
  
  We appreciate Mr. ******* business and feedback and we hope to see him in our vision center soon.If he has any further questions he is welcome to contact ************* at: **************.  
  
  Thank you for your time and mediation.
  
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:02/22/2023

  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 America's Best on 12/31/22 and I bought glasses and contacts, I never received the contacts. I don't have a receipt but I spent $420, I spent $230 on the glasses and I received the glasses but they owe me $190 for the contacts. You have to have a receipt and they only refund less than the eye exam. They should not be allowed to rip people off like this.

  Business Response

  Date: 02/24/2023

  Dear Customer Relations Representative, 
  
  
  In response to the complaint filed by ***************************, case # ********, we sincerely apologize for the product delay.  Our records show, on 02/07/2023 in response to an email received from *******, advising she had not received order ****** we immediately placed a rush replacement order.  The General Manager of the local store called ******* apologized for the inconvenience advised a replacement order had been submitted.  In addition,  trial lenses were provided in an effort to tie the customer over until the replacement order arrived.   On 02/08/2023, the left lens portion of the replacement order was received and dispensed to Natalie.  On 02/11/2023 the right lens portion of the order was received, and  ******* was informed remaining portion of the replacement order is available for pick-up.  We took immediate action once it was determined the original order had not been received.
  
  Kind ******************************************************