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:02/11/2023

  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 first went into this location on 1/31/2023, I paid for myself and my niece ***************************** glasses and eye exam. I received a discount because i have insurance and i paid for my niece services because she does not have insurance, on this very same day i made the store manager aware that i would be brining my other niece for an exam, the manager stated that she would give me a 40% discount on my niece services. so, on 2/10/2022 was my *********************** appointment i asked the store manager about the discount for her to try to embarrass me in front of team members and other customers, her response was i would've never told you that if anything I would offer a 10% discount, her body language and tone of voice very nasty and unpleasant. The store manager or her team members never stated if the store was running any promotions or how could she make things right because of miscommunication. I also heard the store manager offering other customers who didn't have insurance the 40% discount. so, I was confused to why she wasn't a woman of her word. I have the receipt where a discount was given. on 2.10.23 I paid for an eye exam and one for contacts. which there should've been the two pair exam promotion given to me on 2.10.23. This store manager is very unprofessional she even was having side bar conversations about me with her team members laughing about my issue and concern. asking that i received any promotions that should've been given at the time of service.

  Business Response

  Date: 02/17/2023

  Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *************************; complaint # ********, we do regret the poor customer care the customer has  received when he visited our *******, **-****************** vision center. We want to assure ************** that his complaint has been addressed and we are certain his next experience will be a positive one.  
  
  If **************, or any customer, chooses to purchase 2 (two) complete pair of eyeglasses and does not use insurance,the 2nd pair selected is automatically discounted out by our system as a courtesy for buying 2 pair. If ************** would like to add a second pair of eyeglasses for his ***********************, he will be provided with a 40% discount (as a one-time courtesy) if he returns to the store to add the 2nd pair by 03/10/2023.  The discount does not apply to exam fees or frames only. If ************** wants to take advantage of this discount he may ask for ********.  
  
  For customers that purchase eyeglasses and use their insurance benefits, they will also receive a courtesy 40% off discount if they wish to add a complete pair of eyeglasses as a second pair.
  
  Once again, we do regret any service issues and pricing misunderstandings incurred and we look forward to the customers next visit. If he has any further questions he may contact ************* at **************.
  
  
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 02/17/2023

   
  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:02/10/2023

  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.

  Had an eye exam and order glasses on Jan.9th. Itis now Feb 9th still no glasses. First time I went to pick up prescription they were the wrong glasses and frames. Complained three times since then. Received and e mail on the seventh that they would be ready possible on the 8th . They invoice was paid on the day of the exam. I have contacted these people at least 3times or more. All I received was apologies and no glasses.

  Business Response

  Date: 02/15/2023

  ***********************
  
  Complaint Filed on:2/10/2023
  ***********.  
  
  
  To Whom it May ******************************* to a complaint filed by *********************** on 02/10/2023 regarding our *******, ** location. **************** purchased glasses on 01/09/2023.Mr. Yeatons glasses were lost in shipment and on 01/30/2023 Mr. ******* glasses were reordered. **************** is requesting a refund on his exam, a copy of his prescription and to reinstate his insurance.
  
  **************** received a call from ******** ( the assistant manager) calling him twice and leaving a voice message his glasses are ready for pickup. On the 3rd call, ******** stated she spoke to **************** and he assured her that he will be in to pick them up.
  
  We are unable to refund services rendered by our doctor.However, if **************** does not want his glasses he will be charged for the exam and we can refund him for the glasses.
  
  At that time Mr. ******* insurance benefits for materials will be refunded.
  
  The customers glasses are ready for pickup. If we can further assist him please give us a call at our ************* Department.
  
  
  Thank you,
  
  ******

• Initial Complaint

  Date:02/10/2023

  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.

  An order was placed on 2/2/23 for 2 pairs of glasses equaling out to $422.33 . Upon checking for a status update on 2/10/23 via the **** customer service number . I was informed that Sales associate **** placed my order under an entirely different customers account . I was told someone at the store would reach out to me . After 2 hours , I called the store where the order was placed to speak to the Substitute manager , **** . **** was very rude and kept speaking above me as if my complaints werent valid . **** also lied and said she called and left a voicemail on the number that was on my account which i never received. She also went ahead and refund and recharged my account without informing me of the process or getting my authorization to do so. So now I will be without corrected vision for approximately 4 weeks because of the incompetency of a sales associate and a manager with no resolution. I will never ever ever purchase from this company again !!!

  Business Response

  Date: 02/15/2023

  Dear *******************,
  
  *************** to the BBB Consumer Complaint #********,filed by *************************************. We certainly apologize for the issues **************** experienced at our **********, ** location.
  
  I spoke to **************** when she called into our ************************ on 2/10/23. I have investigated this situation, and addressed it with the assistant manager at the store. Unfortunately there was an error made when **************** placed her order originally on 2/2/23, and her order was placed under another customers account. On 2/4/23 the store found the mistake and cancelled the order which resulted in a refund back to ****************** credit card. I understand the store had notations they had called ****************,but **************** told me she never got a call or voice message, so Im not sure what may have occurred, but again I deeply apologize she was not communicated with.Please be advised we did not recharge the customer for this order without her consent; the store cancelled the order, but we did not recharge her at that time.
  
  When I spoke to ****************, we agreed that she would repurchase the glasses so the order could be placed again. The eyeglass manager ***** called **************** to get her payment over the phone, and that order was placed on 2/10/23. I also offered an additional discount off her order to try and make up for this inconvenience, and **************** did accept that discount.
  
  I can assure you this is a very rare error that was made. ****************** complaint has been documented here at our corporate office where it will be kept on file, and forwarded to the district manager for further review. This has been fully addressed with the staff at this location so it does not happen again, as well as weve addressed the lack of customer service and empathy.
  
  I promised **************** that I would request a rush on her order, which I did. I also promised her that I would personally keep an eye on her order. I have checked it throughout this week and her glasses are still processing at the lab but are currently in the finishing stages. Once her glasses arrive at the store I will personally call her to let her know.
  
  Once again I do apologize to ****************. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care Supervisor

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not honoring warranty because I used my insurance? I dont understand?

  Business Response

  Date: 02/10/2023

  Dear Customer Relations Representative,

   

  This letter is in response to the BBB complaint case 19373745. 

  I apologize about the experience that ****************** had at our vision center regarding the issues she has with our warranty policy. While the patient did not purchase a warranty, I reached out to the store and spoke with the ***************************. As a one time customer service, we will remake her glasses at no cost. ******* will be giving the customer a call. She can also visit the store and speak with ******* to have the glasses made. 

  If you have any questions or concerns, please feel free to contact me. 

   

  Thank you, 

  Meka

  Customer Care

  
  

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was asked if I wanted a warranty on glasses I had purchased. I was told that I could return the glasses for another pair of equal or lesser value as long as the original glasses were not lost or stolen. With this in mind I purchased the warranty. I wore my glasses for quite some time. However, they were too big so I constantly had to adjust the ear piece. I ended up damaging them due to the constant adjusting. I decided to return them using my warranty. I was told that I can only replace them with the same frame. Had I known that I would have returned the glasses before the deadline. Had I been given the details of the warranty in writing I could have double checked what I was told at the time of purchase. However, I was told America's Best only explain the details verbally. Americas Best should honor my request of replacing my glasses with a different frame since I was given wrong information regarding the warranty. Other companies would honor a simple solution as it would not have cost the company anymore to replace it with better fitting frames.

  Business Response

  Date: 02/15/2023

  Dear BBB Customer Relations Representative,
  
  In response to the complaint filed by *************************, case # ********.  Customers can purchase our Product Protection Plan, which protects their eyeglass frames and lenses for one year for a low additional cost. If your frames break or your lenses become excessively scratched during the year, bring them to your local America's Best store so we can replace them (only 1 replacement allowed). This plan does not cover lost frames or lenses.  Our Product Protection Plan offers a replacement for the original product purchased.   If the original product has been discontinued or is no longer available, the Product Protection  Plan allows for an alternate selection of equal or lesser value.  *************************, elected to use a valid Product Protection Plan, however, ************************* requested an alternate frame.   As the original product purchased has not been discontinued, and is actively available, that request is not valid for the Product Protection Plan.    We are happy to honor the Product Protection Plan with a replacement of the originally purchased product.   The parameters of the Product Protection Plan only allow for an alternate selection if the purchased product is no longer available. 
  
  Kind ************************************************

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19373025
  
  I am rejecting this response because: this information has been provided to me after the fact. Again, had I known this from the beginning I would have returned my glasses for a pair that fitted my face in the time frame allowed since constantly adjusting them were also damaging them. I  In addition, the person who I spoke with at America's Best led me to believe something different. 

   

  Sincerely,
  
  Cheyanne

  Business Response

  Date: 02/16/2023

  Dear BBB Customer Relations Representative, 
  
  
  In response to the complaint filed by *************************, case # ******** rejection of response.
  
  We apologize for any misunderstanding at the time of purchase.  Our Product Protection Plan allows for a replacement of the original product purchased unless the said product is no longer available.  We were happy to honor the Product Protection Plan with a replacement of the originally purchased product.  The Product Protection Plan order was placed on 02/03/2023, and our records indicate the spectacles are available for dispensing.  Our records indicate we informed  ************************* on 02/13/2023.  The parameters of the Product Protection Plan only allow for an alternate selection if the purchased product is no longer available.
  
  Kind Regards, 
  
  Sonya 
  
  Customer Care
  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19373025
  
  I am rejecting this response because: it is clear that America's Best is not going to accept responsibility for not giving me a written agreement concerning the details of the warranty. This company is ignoring the fact that I was  misled when purchasing the warranty. Furthermore, they are not going to hold their staff accountable for giving false information. This ordeal will cost me estimated $300 for a new pair of glasses. Shame on America's Best. They will be reported to Consumer Affairs. Hopefully, they will change their practices so that others will not be misled.  

   

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

• Initial Complaint

  Date:02/07/2023

  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.

  my wife went to the gadsden ******* location because she was told they would give her 2 pair of glasses and eye exam for $79 or 2 pair bifocals for $99 so i told her they bait and switch and scam people but she said she confirmed this. so she goes and ends up paying $410. for only 1 pair of glasses and an eye exam. i think a class action lawsuit needs to be filed against this company for predatory practices, bait and switch which is illegal. or at least they need to be shut down for scamming people.

  Business Response

  Date: 02/14/2023

  
  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by ***********************; complaint # ********, we regret any pricing misunderstandings his wife may have incurred when she visited out *******, ** vision center. Unfortunately, **************** did not mention his wifes name  in his complaint and we cannot confirm what was purchased. We do however, we do want to take time to apologize and to explain our most advertised 2 pair for $79.95 eyeglass offer to ****************, which is also mentioned on our website.
  
  Our eyeglass exam are $59 and if you choose to purchase any 2 (two) pair of eyeglasses, the eye exam is free of charge. Our eyeglass offers start with the 2 pair of eyeglasses for $79.95 advertised offer. The 2 pair for $79.95offer consists of 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.  A doctor or optician assisting the customer will suggest what is ideal for the customer's prescription, however it is up to the customer to decide what they want to purchase.
  
  If ****************** wife is not happy with her purchase she may make any changes to her order, or request a refund for the product, within 30 days from the purchase date. She is also welcome to contact myself, or the vision center manager, if she would like to discuss her concerns, or make any changes to her eyeglass order. We look forward to assisting her.
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************
  **************

• Initial Complaint

  Date:02/07/2023

  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.

  On 01/20/2023 I went to American's Best had a eye test ad purchased 2 pair of glasses and contacts . I picked out the frames I wanted and gave them to the person who was waiting on me . She measured and asked what I wanted and needed that was 2 pairs of glasses the contacts were mailed to me.On 02/07/23 i went to pick up my glasses and was given one pair and was told that was all I had and I could pay more and order another pair .They won;t listen to ,me I ordered 2 and only 1 . I was pushed aside andthat was that . They owe me another pair of glasses ..

  Business Response

  Date: 02/14/2023

  Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by ***********************;complaint # ********, we regret any pricing misunderstandings ************* has incurred when she visited our ******, ** vision center on 01/20/2023. Our records indicate that ************* used her insurance benefits to purchase a contact lens exam, two boxes of contact lenses and one pair of progressive bifocal eyeglasses. She is definitely welcome to add a 2nd pair of eyeglasses to her order if she likes, and she will be provided with a 40% off discount.The Eyeglass Manager, *****, will be contacting ************* to invite her back into the vision center, so that we can extend this discount to her and assist her with any further questions she may have.  
  
  We would like to thank ************* for her purchase and we look forward to assisting her again in the near future.
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************
  **************

• Initial Complaint

  Date:02/06/2023

  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 had been going to the ************ location for many years but in September 2022 got me a new glasses but didnt work for me so I went and talk to the manager about it but he told that he was a former *********** worker and assured me it was nothing wrong with it so is nothing to so I said ok but because glasses wont work for me I want my money back and he did gave it to me but I did put a complaint with customer service so he got mad. I did went back again in January because I hit my eye and the only reason a went back is because the eye Dr. ** very good so I pay for a members club $100.00 plus extra money for special test, and this includes eye exam for contacts and lenses after exam for me and my daughters she told us they will order trial contacts for both 3 1/2 weeks pass and nothing so we stop by store and told us they never order the trials because I said last time I was going to get my glasses elsewhere but the truth is the he was mad at me when I confronted him he told that because I said that he wasnt going to order neither mine or my daughters trial when we told him that we pay for a service that we didnt receive he got mad and told us to leave the store and call the police since this manager started to work there is hasnt been nothing but trouble the receptionist try to help us but is clear everybody is so afraid to him she almost cry also you can check the reviews for this store around 50%-60% are real bad, I did talk again to customer service but they just told me they will call back its been 4 days and nothing so we just want our contact trials or our money back like I said we were happy with them for many years until this new manager take over I still want to do business with them but clearly they dont care about keeping customers happy my last order of glasses was over $800 dlls but he didnt care and instead of fixing the problem he just gave me my money back this was in September. Please let me know what else we can do Thanks

  Business Response

  Date: 02/14/2023

  Case #********
  Complaint filed by: *********************
  

  To Whom it may ******************************* to a complaint filed by *********************. *************** is requesting a trial lens from having a contact lens exam. I would like to apologize for any misunderstanding. ******************** prescription has been finalized. Our doctors do not honor trials when a customer has a finalized prescription. 

  
  **************** was given a copy of his prescription and can purchase boxes. Trials are given when you are a new contact lens wearer or the doctor has changed brands. At this time **************** can purchase a contact lens, no trials will be given. 
  

  If we can further assist you please contact us at ************** ************* Department.
  
  

  Thank you,
  ******
  
  
  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19344694
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/06/2023

  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 is 2-3-23, This place is very rude and unprofessional. Every time I'm on the phone with someone they are rude and hang up in my face. I would say, the ONLY person in there that has common sense and professionalism is ***! Where do I even begin, I went in on Jan 7th, 2023 for contacts, here it is a month later and I still DO NOT have my contacts. Every time I called into the store about the contacts the person was rude, so now I finally say look it has been a month and I work on a ship and I'm about to be shipped out in two weeks. So all I was giving was well I can refund you back. A MONTH LATER. Then it's well its on back order, well if its was on back order that is something you should have informed to me BEFORE I left the visit or BEFORE you placed the order. You could have given me options and I could have went somewhere else. But because you want to have snobby a** attitudes. The professional thing to do would be call and say "hey, there is a back order on these contacts is there something else" That was NOT said or mentioned. I'm very frustrated right now with this location. Like I feel like EVERYBODY EXCEPT *** should be fired. Call today and ask for MOD (Manager On Duty) she answers like who? Manager on duty, oh yes that's me. and as I'm trying to explain to her my frustration with them she gets an attitude, says they will call me back and hangs up in my face! Now what supposedly manager does that?! Then you want to say, well that is the reason why we gave you a refund. NO, you gave me a refund back to my insurance because I had to come up to the location and said that if the contacts weren't in by this week then give me my money back, but because of the fact that you KNEW it was on back order and let a month go by without saying ANYTHING, I DID THE CONTACTING NOT YOU! So, did anyone contact me or call me back? Of course they did NOT! This is ridiculous, now I'm about to go back to work on the cruise ship and DON'T have any contacts!

  Business Response

  Date: 02/10/2023

   

  To whom in the Department who handles complaints.

  In response to to the BBB case # 19330656 filed by ************************** I spoke with the store manager ********, and the assistant manager *** who's in this email complaint. They have resolved this complaint by giving her a full refund on 02/03/2023 of $303.96 and they also gave the customer trials for a month until her order comes in, the store also tried to do a follow up to assist the customer she declined and stated she rather go to another store location instead. The store schedule the customer at another location, and she didn't show up at the other location. We credited her back the money on her insurance as well, she used her insurance and placed her order with another entity. The customer has been assisted ,and is not entitled to receive a placement when she's been fully refunded.

  Thank you, 

  ******

  Customer Care

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19330656
  
  I am rejecting this response because: I received a call from the other America's Best that I wanted to have the appointment with and spoke with the manager and was informed that I could NOT be seen there to have a follow up with that doctor or my insurance would be charged again for another eye exam and that I would have to go back to the location in which I did NOT want to go back to!! I was simply asking for another brand of contacts instead of the brand that was prescribed to me since it was on back order for so long!! When I asked to speak with the eye doctor or could she call me back, whatever GM that was rude and said that the doctor would call me back and hung the phone up in my face, well I never got the phone call from the doctor JUST TO CHANGE THE ***** OF THE CONTACTS!! But what you are not going to do is act like you just ***** ***** gave me a refund, when you only gave the refund because I had to keep calling and asking questions about the contacts! Which again, if you knew they were on back order  why order them in the first place and not just let me know I needed to go with a different brand when I already explained that I was leaving soon for work!! So yes, I had to order them from different locations in which I did receive them but NOT from America's Best!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/13/2023

   

  To whom it may concern who handles complaints.

  Unfortunately we are not able to assist the customer regarding her complaint we have resolved the issue with a full refund. The customer is more than welcome to visit any other store location.

  Thank you,

  ******

  Customer Care

• Initial Complaint

  Date:02/03/2023

  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.

  Hello,I bought Oakley airdrop Black Ink glasses with coating from America's Best in ****** ********. The glasses have been delaminating and keep getting worse. I wear Oakley as my main brand and stopped into a Oakley store to see about warranty as Oakley lenses carry a lifetime warranty for lamination. I was informed the frames are Oakley but the lenses are fake 3rd party lenses. Now I have a pair of glasses that have delaminating lenses and no way to get them fixed. I was never told I was not getting fake lenses in my Oakley Airdrop glasses. The warranty is only a year through America Best since they sold me fake lenses and OEM Oakley Stores cannot replace them. I would like them to get me the real lenses or refund my money.

  Business Response

  Date: 02/03/2023

  Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *********************; complaint # ********, we regret any issues ************ is having with his eyeglasses. Our records indicate that ************ ordered single vision polycarbonate prescription lenses for the Oakley frame he selected on 02/21/2020 at the ******, ** vision center. Our laboratory made him the prescription lenses (never did we advertise that the lenses we sell are Oakley brand lenses)and they were picked up on 03/02/2020. 
  
  We offer a Product Protection Plan for eyeglasses and IF purchased we would have replaced the eyeglasses for ************ in the even that they break/damage. There is a one-time replacement, at no cost to the customer, during the first year of purchase. ************ did not purchase a warranty for the eyeglasses.
  
  Its difficult to determine why his lenses are dilapidating however, some of the factors involved *** be how they are cleaned/stored /weather conditions, or simple wear and tear *** cause the anti glare coating to *** peel. We regret to inform the customer that we dont sell ****** lenses and his eyeglasses are not under warranty. We would like to thank ************ for his purchase; if he would like to purchase new eyeglasses he will be provided with a 15% off discount on his next purchase.
  
  If the customer has any further questions he is welcome to contact ************* directly at:  **************.   
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** & ********************