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 has 381 locations, listed below.

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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

  2231 N. 2nd Street Millville, NJ 08332

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:01/06/2023

  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 came in today 12/31/22. I selected a pair of glasses that were $79.95 when the young lady around the glasses up they rang up $89.95 when I explained to her the error she said oh let me get my manager I don't know why it did that the manager came over she looked at the price she said I don't know why it did that but it doesn't matter the insurance is covering the frames anyway I explained to her that it did matter because the frames were priced with a price tag marked on it for $79.95 but you were ringing it up for $89.95 in the system the manager asked her to call another manager and the young lady proceeded to call the other manager on the phone and she asked if I was paying by cash or with the insurance. The young lady told her that I was paying with the insurance and that manager on the phone also said oh well then it doesn't matter because the insurance company is covering the frames I explained to the young lady you guys don't understand the glasses are price for $79.95 and you guys are charging me a different amount that the frames are marked for and that's not right. The young lady explained that she did not know how to adjust the price if I was paying for the glasses with the insurance the manager then extended the offer to compensate me for the additional amount that was being charged for the glasses with an additional discount on if I was purchasing a second pair of glasses when I purchase a second pair of glasses the young lady rank everything up gave me the price I pay the amount when I looked at the receipt the additional amount was not on the receipt and I asked her about the additional discount she explained to me I thought you didn't want it that's why I didn't add it then she called the manager over and told the manager that she did not apply the discount. The manager attempted to do an adjustment I couldn't understand how you can make an adjustment now when you couldn't make an adjustment initially when I explain to the young lady about the issue I said to the manager you know what that's okay and the manager explained that she would add the additional amount towards a future pair of glasses when I come back I'll explain to her that I will not be back I'm very disappointed and the services today and wish that America best will honor the prices that the glasses are tagged for regardless to whether or not insurance companies are paying for the glasses or not.

  Business Response

  Date: 01/23/2023

  Hello, 

  Orders that have insurance on them are not permitted to have promotions or discounts on them because we already give discounts for being a provider. For instance, on this specific order the frames are $89.95.  ************* pays $49.47 and there is a discount of $40.48.  In either event, the patient pays $0 for the product.  Should the customer wish to purchase a frame that does not have a promotion on them, she may return to the location within the return policy of 30 days for this.  Should she decide to purchase a frame with any promotions or discounts, they will not be honored if insurance is used simply because that would be double discounting, and as a company policy, we do not allow that.  Please feel free to reach out to me directly with any questions regarding promotions or discounts, or any types of insurance questions.

  Best, 

  ****

• Initial Complaint

  Date:01/05/2023

  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.

  This is for ************* Best in ******, ** at Razor Ranch.On December 10th, I went for an appointment for an annual eye exam. I walked in and they asked for my insurance, checked me in and then sent me to the exam room. The doctor was callous and rushed me out without answering any of my medical questions. The next step was to sit down with an associate and order trials and receive a quote on ordering contacts. The associate gave me wildly inaccurate information about which contacts the doctor prescribed and information on those contacts. When I asked how many packs my insurance would cover, I was given an estimate that stated that my insurance would cover an entire year. When I questioned it, the manager checked the paperwork and agreed. I left after ordering trial contacts. Fast forward 2.5 weeks, I have not received any communication about my trial contacts so I go back into the office. They had them in stock but I was never contacted. I took the trials and asked to order contacts. The manager informed that since their office was out of network, my benefits were so limited that it wouldnt even cover one box of contacts. Not once, between the 4 people that I spoke to during my initial appointment, notified me that they were out of network for my insurance. So I ordered my contacts through a reputable dealer with my insurance. I am now receiving emails from the company that this business is not returning their calls or emails to verify my prescription and now I have lost my benefits because of the new year.

  Business Response

  Date: 01/12/2023

  Dear Customer Relations Department:
  
  In response to the Better Business Bureau complaint filed by ***************************;complaint ID ********, we sincerely regret any lack of service she has encountered at the ******, ** vision enter. Ms. ******** complaint has been addressed with management. The vision center manager has contacted her to  discuss her concerns and she has also placed a contact lens order for *****************, at no charge to her (valued at $235).
  
  We certainly hope to see ****************** back in our vision enter soon, so that we may render her with excellent customer care going forward. If ****************** has any further questions or concerns she is welcome to contact ************* at: **************. We do thank her for her time and patronage and for providing us with her feedback on the customer service.
  
  
  Thank you for your time and mediation.
  
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:01/05/2023

  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.

  My complaint is about the unfair treatment I received from America's Best. I went there to update my contact and eyeglasses prescriptions. After the exam, I handed my glasses to the repair person. He brought them back broken (see the picture) where he cracked the left lens. Later, I took the glasses to a competitor and he said the person got too close with the pliers. The repair person said the crack was in my peripheral vision and I would have to look hard to find it. He never apologized and walked away. Still shocked, I ordered two pairs of glasses. My insurance paid for all but $40 of the exam cost. I left there disgusted and came back 45 minutes later and asked for a refund. I also asked for a credit to cover my broken lens as I intended to use the old glasses as a backup pair (my prescription only changed slightly). The manager replied, "That's the risk everyone takes when they ask them to make repairs." Again, no apology or admittance of their mistake. They refunded the cost of the two pairs of glasses and I paid the $40 balance for the exam which my insurance didn't cover. In a few days, I contacted National Vision, the parent company. The manager I had dealt with at America's Best called me and offered me a free pair of frames and lens or they would replace the lens in my old glasses. Because of the poor treatment I received and still no apology, I have no intention to do business with them. I refused that offer and asked for a check to cover the one broken lens (my estimate is $75 but she and I didn't discuss the price). She said she would talk to the store manager and someone would get back to me. No one ever did. I contacted National Vision again by email and relayed the information. They haven't gotten back to me either. At a minimum, a refund of the $40 I paid would be courteous. However, I still have glasses with broken lenses. It will cost me approximately $150 to cover the cost of replacing both lenses in my old glasses.Thank you.

  Business Response

  Date: 01/10/2023

  Dear *******************,
  
  
  *************** to the BBB Complaint Case# ******** filed by **********************
  
  I have contacted the District Manager ******** in regards to this matter and we both have agreed that ************ will received a full refund via corporate check. We would like to apologize for the experience that she had at this location.  The District Manager have tried to contact customer in regards to this matter to verify address and the amount, so the check can be process. No response from customer.  Please have customer to contact the store so they can verify this information.
  
  I received and email from the District Manager this morning advising me of this information. Once the check is process, it usually take ***** business days for customer to receive check.  The check will be coming from our corporate office in ****** **.  It will say National Vision on the envelope.  
  
  Once again I do apologize. If I can be of further assistance, please feel free to contact me.
  
  
  ******************************************

  Customer Answer

  Date: 01/10/2023

  I returned the store manager's phone call today 1-10-23 and she was off. I will contact her tomorrow to find out how much the refund will be and then get back to you as to whether I accept her reject it. 

  Thank you for your help.

  *******************

  Business Response

  Date: 01/19/2023

  Dear *******************,
  
  
  *************** to the BBB Complaint Case# ******** filed by **********************
  
  I have contacted the District Manager ******** in regards to this matter and we both have agreed that ************ will received a full refund via corporate check. We would like to apologize for the experience that she had at this location.  The District Manager have tried to contact customer in regards to this matter to verify address and the amount, so the check can be process. No response from customer.  Please have customer to contact the store so they can verify this information.
  
  I received and email from the District Manager this morning advising me of this information. Once the check is process, it usually take ***** business days for customer to receive check.  The check will be coming from our corporate office in ****** **.  It will say National Vision on the envelope.  The check was process on 01/13/2023.
  
  Once again I do apologize. If I can be of further assistance, please feel free to contact me.
  
  
  ******************************************

  Customer Answer

  Date: 01/19/2023

   
  Better Business Bureau:
  
  I reluctantly accepted the offer made to me. When I talked with the store manager, I asked her what the refund amount would be. She then asked me the name of the frames which I purchased from them in 2016. I thought it was an odd question until I realized that the refund amount quoted to me of approximately $88 was the pricing I would have paid in 2016. Please note the district manager indicated that I would receive a full refund with no explanation of what that meant. I certainly wasn't offered anything full in nature.

  Because America's Best and their personnel cannot be fair at whatever level, I decided to accept the offer even though there's no way I can replace both tri-focal lens in my old frames at that price. This company has no desire to please its customers and they lack the ability to reason fairly. They do the least instead of the most for their customers. 

  Therefore, my review still stands as I originally posted and I ask that you post that review publicly. Again, America's Best is America's Worst. I completed my goal to expose this company's total lack of ethics and integrity. They would have done nothing unless I had complained. That's a sad commentary for any retailer. I do hope that the people at the top of this organization review every complaint and make immediate changes to restore their reputation.

  You can close this complaint because this company has no intentions to do what's right.

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

• Initial Complaint

  Date:01/05/2023

  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.

  I signed up for an eye exam with Americas Best in ******,**. Someone created an online account with my incorrect address without my authorization to obtain my medical information I presume.

  Business Response

  Date: 01/17/2023

   

  Dear Customer Relations Representative:
  

  In response to the Better Business Bureau complaint filed by ***************************; complaint # ********, we sincerely regret any inconveniences and/or notifications **************** has encountered when she scheduled her latest appointment with us online on 01/04/2023 and then cancelled her appointment the following day.
  
  Ms. ******* information was already in our system, as she has patronized one of our vision centers in 2014. The email **************** has received (attached in her complaint) was generated as a courtesy to ****************, not for the purpose of obtaining any medical information, but rather to facilitate her to order contacts or eyeglasses online, via our website, should she need to do so after her appointment.   
  
  She is welcome to unsubscribe from our emails and please know that we have also added Ms. ******* information to the do not contact application on our customer portal, so that no other notifications/reminders or any marketing emails are emailed/mailed/texted to her.   
  
  If **************** has any further questions in regards to the promotional emails she is receiving, she may contact our ************************ at: **************, or our online ordering department at:**************.  
  
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:01/03/2023

  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 would like to make a formal complaint about an awful experience I had with an experience I had today with ********************************* today at my 9:30am appointment on 1/3/2023 at *******/************************* location in ***********, **. I will also be looking into contacting an attorney and writing a formal complaint to the board. I did have an unusual situation with my previous Optometrist which is why i was searching for a new one that was affordable. I explained my situation with the technician first who asked me my current prescription: I told her and showed her my two previous prescriptions, one from June **** and one a year before that. The Optometrist actually weakened my prescription by -.5 in both eyes, which was strange, but I trusted the Doctor. The women technician (who was also rude, but I brushed this off), took notes on this. I next went into the exam room and ************************ walked in half greeted me and said "I see some notes here from the technician" and from that point forward was extremely offensive and unprofessional towards me for no reason! I was shocked and shaking from the experience. I attempted to politely explain what happened with the previous optometrist and he was so rude to me. He said "why are you here" "what do you want me to do for you" " I can do whatever you want me to do and write whatever prescription you want me to write". I just don't understand why he was treating me this way. Then I physically got my prescription out from my purse and showed him exactly what happened and ************************ did a 180, he completely flipped and was suddenly understanding and tried to make up for his meanness. He then examined my eyes in less than 5 minutes, which I never experienced before in my life. Usually these appointments last quite a bit longer. I don't know if I can trust the prescription. I also paid the $99 for this contact lens exam and I hugely regret paying now that this experience has sinked in and I am at home recovering from being verbally abused by this man. Please contact me if you need any more details.

  Business Response

  Date: 01/09/2023

   

  Dear Customer relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by ***************************************;complaint # ********, we sincerely regret any service and/or care issues ******** has encountered when she visited our ***********, **- ******* vision center. This complaint has been addressed by our management team with the associates/doctor that assisted and cared for ******** and we assure her this level of care is not typical for us. As a company, we strive to provide outstanding customer care to all of our customers. Please accept our sincere apologies and know that we have taken appropriate action.  
  
  We have contacted ******** to speak with her and we have left her voicemail msgs advising of the above. We have also processed a refund for her eye exam fee, the amount of $99.00, which was applied back to her **** card on 01/05/2023.
  
  If ******** would like to speak with me, or with a member of management, in regards to her complaint, she is welcome to do so. My contact phone number is: ************************. We thank ******** for giving us the opportunity to service her eyewear needs and for bringing this matter to our attention.
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 01/09/2023

   
  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:12/30/2022

  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.

  After I went for my yearly eye exam last year, I went to America's Best to have glasses made. When I returned to my doctor this year, he examined me and examine my glasses and declared that they were not my prescription. He printed out my prescription from the year prior as well as what the glasses actually were. I went to America's Best and show them that they did not make the glasses to his specifications. They hemmed in hard and said too bad. Essentially. I asked for a refund and they denied me. I didn't know that the prescription wasn't right. I just knew I wasn't seeing very well and I use my old glasses for the most part. I just want to be made whole and have a refund. They can keep their glasses.

  Business Response

  Date: 01/11/2023

  Dear  Customer Relations Representative,

   

  This letter is in response to the complaint filed by ******************************* case # 18662346. This was discussed with the store manager *** , he offered to remake her lenses with her most updated RX as no charge as a one time courtesy to her. No refund. This order is from Dec. 2021. It was not an outside RX. She saw our DR for this order. Please feel free to contact me for any additional information if needed.

  Thank you,

  ******

  Customer Care
  
  

• Initial Complaint

  Date:12/28/2022

  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.

  July 2022, I visited Eyeglass World in *****************, ** for new glasses. When I picked them up, they were awful, I absolutely could not see out of them, and the "tint" had been applied to the wrong pair. I explained to them I was having knee replacement it'd be a few weeks before I could get back. I was told that was fine to hang onto my new glasses. The mgr, (heavy set black man) said it would all be ok. So, I went back again. Another test by eye dr, another adjustment. They still are unwearable. the only thing I have been told is you'll get used to them. I keep contacting them and am at my **** end. Can you help me? to add to all this I am disabled and don't drive, getting to this place is not easy for me.

  Business Response

  Date: 01/04/2023

  Dear Customer Relations Representative,
  
  
  *************** to the BBB complaint ID ******** filed by customer ***************************. I have spoken with the manager **** and he informed me that they have remade the customer glasses after she was seen for a second time by the doctor.  Also, the customer has some medical conditions that maybe causing her not to be able to see. We do have a 30 day return policy and the customer is outside of this time period and we are not able to process a refund at this time. We do apologize her needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  Dinika
  Customer Care

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18649631
  
  I am rejecting this response because: I don't have a medical condition that makes me not to be able to see. Each visit I was told "you'll get used to them" but I never did. They moved the bifocal line; I told them at the time that's not the problem. I can see out of my old glasses but not the new ones - doesn't make sense to me. The first visit the doctor was enamored with my earrings. the 2nd visit he seemed put out that I had returned. The first visit the lady that placed the order for my glasses had me so confused, she had just started there. 2nd visit the gentleman said everything, but I didn't know what I was talking about, very condescending. He's the one that said if you don't get used to them come back. I told him I was having another knee surgery and it'd be a while before I could get back there. He said that's fine I'll note on your record. I know this is all he said/she said. I've been saying the same thing all along though.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/25/2023

  Dear Customer Relations Representative, *************** to the BBB complaint ID ******** filed by customer ***************************. I have spoken with the manager **** and he informed me that they have remade the customer glasses after she was seen for a second time by the doctor. Also, the customer has some medical conditions that maybe causing her not to be able to see. We do have a 30 day return policy and the customer is outside of this time period and we are not able to process a refund at this time. We do apologize her needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.

  Sincerely,

  Dinika Customer Care

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18649631
  
  I am rejecting this response because:
  I do not have a medical condition that impairs the quality of my glasses. Each time I spoke with Eye Glass World I was told to come in anytime they would make my glasses right I have emails I sent to them with no response. I do not want a refund - I want my glasses corrected. Eye Glass World can make with my old glasses' prescription. This has been round and round with them. when I first went in there the lady did my prescription wrong and put the tinted lens in the wrong frame. Went back again when I picked up the corrected ones from the first time. I was told I'd get use to them and since I was having knee surgery come back anytime. Next time I was told the bifocal line needed to be corrected. Bifocal line moved - still can't see out of them. The tinted lens is now in the right frame. Each visit I was told "I understand about knee surgery. Come back anytime we want you to be happy. Well, I did - well I'm not.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2022

  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 given the wrong prescription, which has made my vision a lot worse than it was, to the point they are completely blurry! I now have to pay for another exam with a different doctor, hopefully my vision isnt permanently damaged!!

  Business Response

  Date: 12/23/2022

  Dear Customer Relations Department:
  

  
  In response to the Better Business Bureau complaint filed by *********************; complaint ID ********, we do regret any inconveniences ************ has incurred.Our records indicate that she purchased eyeglasses from our **********, ** vision center on 08/20/22. We offer 30 days to address any prescription issues and we will gladly correct any issues if the customer informs us of such.
  The ********************** center in question does not have any record of ************ returning her eyeglasses, or contacting the vision center, with any concerns in regards to her eyeglasses/prescription.
  
  If ************ has an updated prescription we are happy to remake her lenses with the new prescription,as a one-time customer courtesy (at no charge to her). If the customer would like her lenses remade she is welcome to contact the store manager, ***, or she may contact ************* at: **************.
  
  
  Thank you for your time and mediation.
  
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:12/19/2022

  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 live over and hour away and my husband has to drive me or I pay for a ride. I scheduled an Eye Exam with the ******************************************************** August 15th. 2022 at 11:00 am but mind you I tried 4 times on Saturday, August 6, 2022 either be put on hold for 20 plus minutes or hung up on I would try again several hours later same day, never being able to book an appointment. I waited till Monday was able to book appointment for August 15 at 1pm.I was early for the appointment, received an eye exam virtual Dr., told me prescription change was needed, I picked out frames and paid $499.95 that day. I came back ******************************************************************************************************************************************* vision. I have to wear bifocals and I know how there is an adjustment period needed. I thought it was a little strange, when I got home after 14 days of wearing new glasses i found the glasses were not correcting *********** like they should. I called back and scheduled another appointment a week later. This time I received another exam by Dr. that had 30+ years experience and he wasn't virtual, he was in person. I was given another exam resulting in another lens adjustment. I was told again new lens would be in about week to call. I called new lens were in I was able to get yet another ride to eye store. I was greeted quickly and told take a seat after 10 min of watching an male employee look at glasses on wall did the lady that greeted me finally ask him if he could take care of me. He came over to counter took my old glasses, found the new lenses and unwrapped them setting them above the container they came in same order, I sat right there and watched him. He was able get one lens out second one was giving him hard time. Phone rang, he answered it taking glasses with him talking good ********************************************************************** backroom. Returns handing me my glasses with BOTH old lenses in them. I was furious! He said "here ya go", I seen new lenses sitting there so did he then he covered them with his whole hand on hand on each lens sitting there as if I didn't see what just happened. I was in shock, I went home crying over the terrible service and amount of trips I had to make to this establishment not to mention the amount of money I had to pay to get to these appointments and pickups. I couldn't tell my husband till days later or things would ended bad. I'm on fixed income, saving months to get my eyes taken care of.Your business had great reviews and I trusted them, my first mistake I can see now.

  Business Response

  Date: 12/22/2022

  Dear Customer Relations Department:
  
  In response to the Better Business Bureau complaint filed by *************************; complaint ID ********, we regret any lack of service and any prescription issues **************** has incurred at our ********, ** vision center. We have addressed her service concerns with management and researched her complaint. The store manager has also contacted **************** to apologize for any inconveniences. **************** made her purchase on 08/15/22 and the manager has ordered the customer a new pair of ******************** in order to correct any prescription issues.
  Our company policy for refunds is 30 days from the date of the purchase however, in order to take care of **************** concerns, we will refund her for her purchase, provided she returns the eyeglasses to the store. The refund will need to be processed by 12/31/2022. 
  
  We thank **************** for giving us the opportunity to service her eyewear needs and for providing us with her sincere feedback on the customer service. 
  
  Thank you for your time and mediation.
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:12/19/2022

  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 into the office to have a light tint (pecan), on my eye glasses instead of brown color. My glasses appear to look like sun glasses. The manager stated that is as good as the tint is going to get. I reached out to customer service and informed them of the situation. **************** reached out to the manager at the business ******************************************************************************************************************. I have not heard back from anyone regarding this matter.

  Business Response

  Date: 12/29/2022

   

  *************** Relations Representative

  This letter is in response to complaint ***********. I apologize for the experience ****************** had at our Bridgeton **, location. I am disappointed that she is unpleased with her purchase and for this issue not being resolved in a timely manner. However, I did speak with the manager at store **** and she will be refunding ******************. ****************** can bring the glasses back to store **** to receive her full refund. If there is anything that I can assist you with, you can contact me.

   

  Thank you

  Ash

  Customer Care

   

  Customer Answer

  Date: 12/29/2022

  My personal Frame & lens were remove 2 put incorrect Tint Mgr Familiar with glasses dispute 

  Business Response

  Date: 01/04/2023

  Hello, Customer Relations Representative

  This letter is in response to complaint ***********.  Unfortunately, the original lenses have been discarded at the lab. I spoke with the ** ********, and she explained that in addition to the refund, the customer was given the remade lenses at no cost to her as a courtesy and she has also received her original frames. Again, I apologize for the experience ****************** had at our ********* MD and I hope this resolution brings satisfaction to the customer. If you have any questions or concerns, please feel free to contact me.

   

  Thank you 

  Ash

  Customer care