Business Profile

Contact Lenses

America's Best Contacts & Eyeglasses

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Complaints

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

Customer Complaints Summary

477 total complaints in the last 3 years.
170 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/29/2025
Type:Product 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.
Physically turned glasses in for replacement at this location on 03/08/2025. We paid for shipping to our home. (2-1/2 hours north from location). We were told the replacements would arrive in 2 weeks. On 03/31/2025 (Friday afternoon) we called because we had not received said glasses. We were treated very disrespectfully by customer service, telling us we could drive 2-1/2 hours for a refund but they wouldn't replace the glasses. We called corporate on Monday, 04/03/2025 voicing our complaint and received a call from the offending store's manager stating they were shipped to us on 04/01/2025. 2 weeks later we called the offending office again. They said they realized they weren't shipped and were NOW shipped. Last week we received one of the two pairs and called corporate again. The offending store told corporate they shipped both pairs when we hold proof they did not.
Business Response
Date: 04/30/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint # ********* filed by *** ***** ****** We apologize for any poor service he or his wife, Mrs. ****** ******* may have experienced at our ********************************* center and/or with our corporate office.

My agent ***** was originally handling this case. However, when Mrs. ****** called into our ************************ earlier today, she was escalated to me. I am the manager in our *************************and I have taken over the case at this point. I have spoken to both *** ***** and Mrs. ****** today 4/30/25. I have also spoken at length with ****, the store manager of our ******** ** location.

I have investigated this issue and as I explained to Mrs. ******* I am not sure why *** ****** glasses were not ordered on 3/8/25 when they originally stopped into our store. I see the order was put in on 4/1/25, and our records indicate the glasses were checked out of our system on 4/17/25, which then presumably should have been shipped to *** ****** Unfortunately,**** cannot find the glasses, nor is there any record of a tracking number. We honestly are not sure what may have occurred, and I do apologize.

Due to *** ****** request for a refund via this complaint filed here with the BBB, when my agent ***** was originally working on this case, she and **** agreed to the refund. **** processed the refund this morning in the form of a corporate check to be mailed.

However, after I spoke to *** ***** and Mrs.******* as well as ****, we have agreed that **** will be remaking *** ****** glasses, and we are cancelling the refund. Because the frame has now been discontinued,**** is able to get the same frame from another of our locations that still has some in stock. Once she gets the frame shell place the glasses order. As soon as the glasses arrive back to the store, **** will overnight them to *** ******I have advised *** ***** and Mrs. ****** this process may take up to three weeks. I have also provided them with my direct number so if they have any other questions or concerns, they are more than welcome to reach out to me any time directly. I do have voicemail so if I dont answer, please leave me a message.

Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.

Sincerely,

*******
************* Manager
Customer Answer
Date: 04/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:04/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two pairs of glasses with my insurance on 12/28/2024. I was quoted the price, and verified that what I was paying would be all that I was owed. I was told everything was correct and verified through their computer and paid my fees and the glasses were paid for and ordered. On April 27 I received two letters, one for each pair of glasses stating additional costs for said glasses for a sum total of $87.03 ($70 plus $17.03) in additional charges. I have purchased and worn glasses for decades and have never been charged after the fact before from any other eyeglass establishment. Had I been made aware of these additional fees to know what the true total cost of eyeglasses from their establishment would be I would have taken my script and gone elsewhere. I am not sure it is even legal to tell a customer that when they are considering placing their order that the fees in store are their sole responsibility and then later send additional charges after they can no loner decline the purchase. *********** testing facilities tell you up front additional listed costs or the potential for additional costs prior to having the tests done. I should not have these charges at all.
Business Response
Date: 05/01/2025
Hello,
I apologize for the balance due notices for the unpaid balances by the customers insurance. At the time of service we do our best to validate the patients coverage for which they pay premiums for. Occasionally, claims do not process for the amounts that we are expecting. We are a healthcare company just like a hospital, primary doctor, urgent care, etc., where we have the patient sign a responsibility form acknowledging that they will pay for what the insurance does not cover. In this case, we were not paid the expected amounts and the patient was billed according to our signed agreement. As a one time courtesy, we will remove the customer from any responsibility. Please let me know if you have any questions.
Kindly,
****
Customer Answer
Date: 05/02/2025

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. My biggest concern is that the representatives specifically stated that it was all the billing, and other healthcare organizations specifically state to one that the posibility of additional charges exist. Yes I am sure there is something signed in the multiple pages one is given that states something somewhere but when you are handed a page and ask specific questions and get assurances oterwise one expects some degree of accuracy. If you would just call out as part of the process one verbal cue stating the possibility to a customer it would go a long way.

Sincerely,

****** ******
Initial Complaint
Date:04/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
4/18/25, $138.00 Went in for the 2 pairs of progressives glasses (plus free eye exam) for $159.95. No add on options or pricing of any kind was gone over prior to our eye exams.
Once the exams were complete, ******* 2 pairs were quoted at $400.00 with no add ons and no explanation as to why the price was so much more. He did choose frames at $89.95 which does increase the price slightly, but not by $240.05. I then asked what mine (*****) would cost with $79.95 frames and was told that they couldn't price mine until ******** transaction was completed.
When we expressed that we were uncomfortable just paying that price with no explanation and asked for a breakdown including different options, we were told that "you get what you pay for so they are going to be more expensive."
We were also told at some point that they were not able to even honor the $159.95 deal, again without any explanation. When we expressed again that we needed more information in order to be able to make an informed decision before purchasing, they told us to shop online because that is what other patients prior to us that morning decided to do and that we would need to pay $69.00 each for our exams prior to leaving.
Had we known that pricing options would not be gone over and that our questions would not be answered, we would not have gone through with the exams to begin with.
So we feel that that money should be refunded as I contacted the corporate office to try to resolve the issue but have not been contacted by them as of today either.
Business Response
Date: 05/06/2025
Dear BBB Consumer Relations Agent,

I apologize for *** and Mrs. ******* experience. On the date of 4/18/2025, I was assigned the case. On this same day, after reading the complaint and looking at their files, I responded to the patient and apologized,but also provided information in terms of our policy. With exams, since it is a service by the doctor, it is non-refundable. The patient ***** ****** responded,stating that she understood but wanted a solution in terms of getting answers to her questions she had in terms of the 2/$159.95 progressives. She was told that she had ************************************************************************************************ could be provided with a copy of their prescription for it to be used elsewhere as an option. On 4/29/25, I got in touch with the Manager on site at the store and spoke to **** She mentioned that she was there the same day the patients came in, and originally the patients were speaking to a new hire in which started very recently. The manager, ***,stated she eventually stepped in after seeing the new hire struggling a bit and stated she tried explaining why the price went up, and that was due to the husband having transitions on the order. The offer of 2 for $159.95 Progressive's offer includes uncoated plastic lenses, frames tagged at $79.95, and a free eye exam. Any upgrades like transitions and having a more expensive frame than what is originally included can off-hand the price. I do not know the exact amount of how much the individual lens with transitions would be, but it can change the price drastically. After speaking to the general manager, she stated that she will contact the patient and noted it in her file that she called on 4/29/25.She has not heard back from the patient since then. The general manager is happy to assist the patients even now if they would like the offer deal and assist with any additional questions. They are still within the 30-day window that was offered. I spoke to her again today on 5/6/25, and she offered to call the customer and assist her directly if she would like today.
Thank you,
Mia
Customer Answer
Date: 05/09/2025

Complaint: 23236427

I am rejecting this response because:
Other than ***** very brief response which was not same day (I deleted the e-mail but it was closer to a week afterwards) and did not help resolve our issue in the least, and ***** voice message on 4/29 ( I was dealing with a family emergency at the time), and this latest response from **** I have not heard anything from anyone even after leaving messages for *** with store associates on several occasions, the latest being 5/5. If *** is the store manager and couldn't adequately answer our questions in store that day, I do not feel assured that she can do so now, which is why I requested that someone from corporate sales contact me for this information. On that date in store, it was never explained to us the reasoning behind the pricing that my husband was given. The only question asked before the $400.00 price was given was whether he wanted single vision, multi focal, or non prescription lenses. He said multi focal. There were signs in store stating the price for 2 pairs of $89.95 frames (which is what he had chosen). I don't remember what it was (maybe between $179.95 and $200.00), so I still fail to see where the $400.00 price came from or why I couldn't get a price for mine until his were all taken care of. Again, had cost been explained in the least prior to our exams (we explained prior to exams what we were interested in) which it was not AT ALL, we could have made a better informed choice and maybe even decide to not go through with the exams at all. At this point, it seems redundant to continue to try to get the answers in cost that we have been looking for, because it sounds like no one has that information. So again, I am requesting a refund of the $138.00 that was required of us to pay before we could exit the store on 4/18 due to no fault of our own, so that we can put this very negative experience behind us.
Sincerely,

***** And ****** ******
Business Response
Date: 05/09/2025
Dear BBB Consumer Relations Agent and ***** ******,
My name is *** from the corporate office in the ************************* In regards to this complaint, I have forwarded your concerns in regards to this complaint to the district manger. Please provide ***** hours for her to reach out to you for a resolution beginning this coming Monday.

Thank you,
***

Customer Answer
Date: 05/14/2025

Complaint: 23236427

I am rejecting this response because:
After speaking with ********* today to work towards a resolution in this matter, we are asking for this complaint to remain open until all parties have had enough time to complete a resolution once one has been agreed upon. I expect to reconnect with ********* again soon in order to discuss next steps.

Sincerely,

***** And ****** ******
Business Response
Date: 05/19/2025
Dear BBB Consumer Relations Agent and ***** ******,

My name is *** from the corporate office in the ************************* We have a open case for ***** ****** at our Customer *************** within our corporate office. District Manager ********* has assured me she is handling this situation directly with the customer. If ***** Gallis has any further concerns, please have ***** Gallis reach out to us directly at ************.

Thank you,
***
Customer Answer
Date: 05/19/2025

Complaint: 23236427

I am rejecting this response because:
As explained in my response from last week, I am requesting that this case remain open until ********* and I have fully resolved this issue. ********* and I did speak about options in our conversation last week and she encouraged us to take our time in making a decision. We will do so when we are ready.
Thank you,

***** ******
Initial Complaint
Date:04/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a 3 years membership to obtain contact lens.I was initially instructed about having glaucoma and alarming holes in my eyes.I went to 3 different a eye specialists.I do not have glaucoma and the alarming holes (by Americas Best definition) were minor.I changed locations from ********** to ********** due to the misdiagnosis.Winchester only had remote doctors which constantly rotated.This caused a lack of consistency in brand and fitting for follow ups.Throughout the process at both locations it sometimes took up to and beyond 4 weeks to get my trial lens.The companys in store brand were not compatible for my *************** remote ** had finally narrowed down my prescription pretty close.When I contacted for a follow up I was instructed an on-site ** was hired and he was requiring to start from scratch.He went a totally different direction which included giving in-house brand which fit the worse.On April 2 I went for a follow up and he said he would order a trial lens set.After all the weeks of waiting I contacted the office and was told they did not have my trial lens.I proceeded to contact the corporate office.52 minutes on the phone with ***** resulted in a promised callback due to her needed management assistance.I requested a full refund based on the the failure to provide adequate resolution over 10 months.I instead received a call from the store to come today and get a pair of lens.I asked the caller ******* if this was based on a call from Corp. and how did my lens miraculous appear.She was vague in her responses.I stated I was waiting on a callback from corporate.Miraculously ***** (corporate) called right after the Winchester location.The response is I was to go get a pair of lens from ********** and if they didnt fit then it meant I cannot be fit.I could only receive a $10 refund (I paid $120) because service was rendered. I stated they could simply give me any contacts and finalize it as not fitting.I am requesting a FULL REFUND.
Business Response
Date: 04/29/2025
Dear BBB Customer Relations Agent, I apologize for ********** experience regarding her issue she has had not getting the proper contacts that work for her. I have spoken to Area manager **** and stated she would do the refund of $129.00 to the original payment as well she would be communicating to the customer if further action is needed.

Customer Answer
Date: 05/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *******
Initial Complaint
Date:04/27/2025
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 got my eye examined in January 2025 virtually by an eye doctor at Americas Best in ********** ** in February l got my frames and lens at the Americas Best in Sterling VA, l received them and wore them for about two to three weeks and was struggling with focusing with the new prescription, l went back to wearing my old prescription as l could see better, l went out of the country for 3 weeks and on Wednesday April 23 2025 l had a reexam at Americas Best in ********** VA with a eye doctor on site, he reexamined me and rewrote my prescription as the first one was not correct that was done in January 2025, l went to Americas Best in Sterling VA to get them remade and the manager refused to make them saying it was over 30 days and they would have to start from the beginning with new transaction, l told her that l did not make the mistake that the first exam in January 2025 was not correct. I will say l have been dealing with America Best for years and this is the last time l will, I have dealt with Managers at the *********** location and they have always helped, this new manager they have there DOES NOT care for customers, is rude, and is the worst manager that Americas Best has had at the Sterling VA location, they need reevaluate this Manager as they are the face of the company and this female manager does America Bests no justice what so ever. I need your offices help in resolving this.
Business Response
Date: 05/01/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint # ********, filed by Mr. ***** *****. I apologize for the experience at our ********, ** location.
I have looked over Mr. ****** complaint, as well as Im the agent he spoke to when he contacted our ************************ on 04/28/2025. I have addressed his concerns with our District Manager,*****. We apologize for the customer service problems Mr. ***** may have experienced at our location, and the poor service issues will be addressed with the staff, so this does not happen again.
Our records show Mr. ***** had his initial exam with us on 01/16/2025, and then again on 04/24/2025. Per the District Manager,*****, the customer will be returning to the ********************** center on Thursday, 05/01/2025 or Friday, 05/02/2025 and we will remake the prescription lenses at no cost to the customer.
Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize, and if I can be of further assistance, please feel free to contact me.

Thank you,

Arijana

Customer Care
Customer Answer
Date: 05/02/2025

Complaint: 23255706

I am rejecting this response because: They rre not going to remake the ones that l purchased the frame using my bank card and insurance. I have asked them to refund the money charged to my card and to notify the insurance company of the refund and to reinstate my frame allowance with the insurance company. I will never do business with Americas Best again and l have been a customer for some years.

Sincerely,

***** *****
Initial Complaint
Date:04/22/2025
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 ****************************************************************************************************** the end of January and paid to be apart of the ************* and made an order for contacts. I have not recieved my contacts and have not recieved any communciation on them. I have made several attempts to get my contacts and they always say something different. They told me a few weeks ago that my lenses were there and they were not. I called customer service and spoke to ***** in customer care who was extremely rude. I have called and spoke to so many people and expressed the urgency because I need my contacts to see. They are not offering any solution or anything to help me. I have paid money and paid for contacts and 3 months is beyond patient when it comes to my vision. I have reached out to the store, customer service, and I am going to try this before making it a legal matter. I am just needing some assistance.
Business Response
Date: 04/28/2025
Dear BBB Representative,
In response to Complaint ID ********,
On 04/22/2025, the ************* agent spoke with the patient and her sister which the patient authorized as an agent to speak on the patient's behalf. During this conversation, the ************* agent advised the patient and her sister, ************* had confirmed that the purchased product and a duplicate order of the purchased product would be available for pick-up on or before 04/24/25. Our records show, that the patient was informed by store#**** Store Manager ****** *********, that both the original order and the complimentary duplicate order were available for dispensing. During the notification conversation the patient stated that she was unsure as to rather she want the available product or a refund.
On 04/26/2025, our records show that the patient arrived at our store #****, and advised ****** ****** #**** Eye Glass Manager , that she did not want the product, and requested a refund. A refund was processed for the full purchase price of -$77.38 to the original tender **** ending 4544. During this visit the patient also requested to be added to the do not contact list.
The patient has been added to the do not contact list.
We apologize for the extreme product delay, as well as our attempt rectify the very disappointing experience was unsuccessful.
Kind Regards,
*************
Initial Complaint
Date:04/22/2025
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 in for an eye exam with America's Best on 02-16-2025. The tech who did my initial eye exam testing provided a horrible service, taking me in a room that had water leaking profusely from the ceiling onto my head. When I expressed concern regarding this, she said the other room was not available and "Oh, maybe I should let my manager know it is leaking in here" when I stated the equipment was getting all wet and the room was starting to smell moldy. She rushed through the eye testing when I mentioned the mold smell. Then the actual eye exam was done virtually & this was not disclosed to me until the eye doc appeared. When I expressed my concern regarding this, the eye doc said I had 30 days to change my mind. That visit lasted maybe 5 minutes w/him. Then I went to the optician who was extremely rude, did not know my benefits. When I showed her on my insurance website she was wrong, she told me I had to call the insurance and verify. I asked her to do this, she said it was my responsibility not hers. Her manager came over (after they had to call him inside from smoking out front, of which he did not even wash his hands or use sanitizer) and he was very aggressive as well and did not assist. I called their customer service **** to voice my concerns who after 45 minutes agreed to refund. I went back to Americas Best the same optician said she couldn't refund anything she didn't know what I was talking about. I went back home, called their cust serv# again who they sd I had to talk with the same lady from before but she wasn't avail and never called me back. I received a call from a store manager who told me I had to come that day by 5PM to get a refund. I work until 6PM. I did come the next day and was told we told you to come yesterday by 5 and they refused to assist me. I paid $10, my insurance paid $35 w/o amount of $24 by insurance
Business Response
Date: 04/23/2025

Complaint **********
We apologize for the delay of action by the store leadership. The patient's out of pocket expense as been refunded via Corporate Check - National Vision, **** Duluth, Ga. The patient's vison insurance has been reinstated, should the patient have any questions regarding insurance reinstatement, feel free to contact ************ ************ Case reference CS0004617977. Total settlement $69.00
Initial Complaint
Date:04/21/2025
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.
Recently, I scheduled an eye exam and ordered glasses for my minor child through America's Best. The advertisement says get 2 pairs of glasses for $89.95. I ordered for my child, and a couple of weeks later, I received a call saying they were in. When my husband went to pick them up, only one pair was there. I realized this immediately and called the business. They told me that the other pair would come later, and they would call when they were in. This sounded strange because they should have been the same glasses (just a second pair), but I didn't overthink it. After several weeks with no call, I returned the call and spoke with a manager who would only identify herself as ****** She told me that they would not be honoring the second pair. We had paid extra for blue light and lighter lenses, but still expected the second pair. I can understand that the second pair might only have the basic lenses, but ***** refused to provide my child with his second pair. I spent $268.95 and only used the basic frames (what would be part of the promotion).
Business Response
Date: 04/22/2025
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by ******** ******; BBB Complaint ID #*********** truly regret any order/pricing misunderstandings Mrs. ****** has experienced when she purchased her sons eyeglass order. Our records indicate that ********** placed an order for one pair of eyeglasses and an eye exam for her son on 03/03/2024. The eyeglasses she purchased are not part of the 2 for $89.95 discounted eyeglass offer we sell, and her order came out to a total of $268.95.
The 2 pair for $89.95 offer consists of is for single vision uncoated plastic lenses and frames priced at $79.95. No other featured are included in this offer. Mrs. ****** opted to upgrade her sons order to one pair of blue-light polycarbonate lenses,which are up to 30% thinner and lighter in comparison to the plastic lenses,and he selected a $79.95 frame also. Mrs. ****** is welcome to add a 2nd pair if eyeglasses (at any price point) to her sons order, and she would receive a 40% off discount on the second pair. If Mrs. ****** would like to add a second pair of glasses for her son at the 40% off discounted price, she is welcome to contact the manager, ****** and she will gladly assist her with this matter.

Once again, we do regret any concerns, and we look forward to continuing to service Mrs. ****** and her familys eyewear needs. If the customer has any further questions, she is welcome to contact ************************ directly at: **************.
We appreciate Mrs. ******* business and feedback on her and her familys visit and we thank you for your time and mediation.

************* Leadership
******************** Best Eyecare and Eyewear
Initial Complaint
Date:04/21/2025
Type:Product 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 am a UnitedHealthcare Vision customer and purchased two boxes of Sofmed Breathables XW 6 Pack contact lenses from Americas Best (**********, **) under Order #*****, received in January or February 2025. Two lenses, from two different boxes, cracked during normal weara defect that made them unsafe and unusable.I submitted a formal complaint via their online contact form on March 6, 2025, and received no reply.On April 9, 2025, I followed up by sending a detailed written complaint directly to their support email **************************************** explaining the issue, referencing the order, and requesting a refund or ************** of April 17, 2025, I have received no acknowledgment, response, or resolution. This is unacceptable for a healthcare-adjacent product. The lack of support and accountability has caused unnecessary stress and financial disruption.
Business Response
Date: 04/23/2025
Dear Customer Relations Representative:

We are responding to the Better Business Bureau complaint filed by ****** *****;BBB complaint ID# #********.
We do apologize to Mr. ***** for any concerns he is experiencing with his contact lenses. We have forwarded his concerns with the general manager, and she will contact Mr. ***** and will replace the damaged lenses for Mr. ***** as a one-time courtesy to him. If his contact lenses should cause further concerns to Mr. ****** we suggest that Mr. ***** inform management or the doctor, so that he can discuss the possibility of trying out a different type of a contact lens.

Once again, we do apologize for any concerns Mr. ***** for the problem he has encountered with his contact lenses,and we value his business; the general manager will contact him to assist him.

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

Thank you for your time and mediation.

************* Leadership
******************** Best ********************** and ********************
Customer Answer
Date: 04/28/2025

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. The management from the local branch has been in contact with me, and we are awaiting the order to arrive. I will update as needed with a new ticket should the need arise.

Sincerely,

****** *****
Initial Complaint
Date:04/21/2025
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 had bought a pair of the ****** glasses that come with a pair of topper and I just got one of my topper but I did not get my sun top I when and picked my glass the sun top was the wrong ones so that said that they would get the right one to for me and they would mail them to me and they did not put the lot number I have call them and they ask for my address and I giv it to them
Business Response
Date: 04/23/2025
Dear Customer Relations Representative:

We are responding to the Better Business Bureau complaint filed by ***** *****;BBB complaint ID# ********. We thank Ms. ***** for contacting us and we apologize for any delays. Our records show that we did in fact order her pair eyewear topper and it was mailed to the customer however, it appears that was not her updated address. As a courtesy to Ms. ****** the manager has ordered her a new frame topper and it will mailed to her once received. It will be mailed to the address she provided in this complaint.

************ has any further questions or concerns, she is welcome to contact our ************* Team directly at *************** or the general manager, ****** at the ***********************************************

We thank Ms. ***** for her patience and for allowing us to service her eyewear needs.

Thank you for your time and mediation.

************* Leadership
America's Best Eyecare and Eyewear
Customer Answer
Date: 04/24/2025

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,

Hele *****

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America's Best Contacts & Eyeglasses is NOT a BBB Accredited Business.