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 and Eyeglasses

  5726 Buckeystown Pike # 1a Frederick, MD 21704-5239

• 

  America's Best Contacts and Eyeglasses

  17233 Cole Rd Hagerstown, MD 21740-6981

• 

  America's Best Contacts & Eyeglasses

  1374 Martin Blvd Middle River, MD 21220

• 

  America's Best Contact & Eyeglasses

  351 N Frontage Rd Ste B7 New London, CT 06320-2628

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:10/24/2022

  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 am a customer of ********************** on ****** Mill Rd. I had a routine eye exam with *************************** O.D. on May 29, 2021. I have routine near-sighted vision and the exam was without incident.My glasses broke on October 15, 2022 and when I got out my prescription from Americas Best, I saw an expiration date of 5/29/2022 -meaning my prescription was only good for one year. All my vision prescriptions have been for 2 years in the past and I called three other optical centers and they confirm that ************************ almost all cases.After two days of attempts, I finally reached Americas best store manager *******. He told me the length of prescriptions are at the optometrists discretion. ******* reported that Dr. ****** wrote on my chart that I have diabetes and am taking insulin and I would therefore have to pay to be rechecked annually. This is false. I do not have diabetes, never indicated I have diabetes on any form or in any conversation. ******* told me he would have to "research" and he would call me back. I contacted my primary care doctor to get some verification of my NOT having diabetes and tried several more time to reach ******* to get the error corrected. He would not take any of my subsequent calls and instructed the receptionist to refer me to a toll-free customer service number (that does not answer) even though the mistake was made in HIS STORE. Remembering back to the exam with ****** on 5/29/21, the whole thing felt shady. He either made a mistake on my file, which should not be this difficult to correct, or this is a scam being perpetrated by this store to write prescriptions for half the standard amount of time. I paid full price for my prescription and expected to be given the full-standard prescription I paid for and have always received in the past. At no time during the exam was I told that this exam would NOT be for the full length of time or I would never have paid the full price 1/2 length prescription.

  Business Response

  Date: 10/31/2022

  Dear ************:
  

  
  In response to the Better Business Bureau complaint filed by Ms. ********************************** complaint # ********, we regret any service delays ******************* may have incurred. We have addressed her concerns with management. According to our records, Ms. ********* last eye exam was performed on 05/29/2021 and her prescription was written out by the doctor that provided the eye exam for one year only. While we understand that the customer is stating she does not have diabetes, the doctor will decide whether to write out the prescription for one or two years time;  Ms. ********* prescription is now  expired as of 05/29/2022.  
  
  We do apologize for any confusion this may have caused ******************** and we look forward to servicing her eyewear needs again in the near future. If ******************** has any further questions she is welcome to contact ************* at:**************.
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:10/19/2022

  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.

  On 7/27 I purchased 2 pairs of glasses for $147.95. I received those glasses 8/10. After wearing them several times trying to get use to them I noticed that I was beyond the probationary period for my eyes adjusting to a new prescription and that my prescription was off. Unable to do anything without my receipt, a few weeks later I find it and try to call and tell them the issues I've been having and asked them what they could do to help. I'm out of the time limit for a refund as per their policy and they refuse to fix the prescription unless I have another doctor say it's wrong. So not only are they refusing a refund but refusing to fix the issue without me spending more money to go to another eye doctor. Since the original purchase date 7/27 I've been forced to spend another $100 to get another pair with my old prescription that thankfully wasn't expired. At this point, I just want my money back since they've refused all other services for their mistake.

  Business Response

  Date: 10/20/2022

  Dear *******************, 

  This letter is in response to the complaint filed by *********************** case #********. Ive discussed this matter with the manager of our ************, ** vision center, *************  We have no record of this customer ever notifying the store or our ************************ concerning the problem with her glasses until yesterday 10/19/2022.We are disappointed to hear ************ is not satisfied with the glasses she purchased.************ was advised by our customer care department yesterday that we would be happy to remake the glasses with the prescription that works for her. Our customer care department has provided the email address where the prescription can be sent, but we have not received a copy as of today. Once we have received a copy of her valid prescription, we have the glasses remade.  We apologize for any inconvenience,and we thank ************ for allowing us to service her eyewear needs. 

  Thank you, 

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

  Customer Care Manager 

• Initial Complaint

  Date:10/18/2022

  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.

  Hello, my son *********************** had an appointment today at 510 and he arrived 8 minutes late due to a road closure in ******* where we live, I work in ******** and took off work early to meet him there, and when we arrived we were told the manager "*****" was refusing service because its 'up to his discretion'.We have been members for years and years and have never been late, although we cannot say that we've ever had prompt service at America's Best.However we do understand that prompt arrival is important so if we had to wait a little longer, we were OK with that. However, we were told that no matter what, we were not being seen.There was not a lobby full of waiting people.I said there is no policy posted about being late, ***** admitted the same and said he has the say so and no policy is posted because its his discretion.So I stated that Id like to cancel our three memberships with America's Best then and obtain a prorated refund, as we would not be coming back to a store that was so unjustifiably hostile, aggressive and unprofessional. Again, we would have had no issue waiting in the nearly empty lobby where walk-ins are openly taken, if we had been given that choice. but we were told to leave and come back another time. Then ***** refused to refund our 3 year eye care plan, which only 1 of 3 years have been used.***** said "Im sure ya got some benefit from it"So I went online and I have found not only is there no late policy posted, there is not a refund policy anywhere on the site regarding not being able to obtain a refund. A policy is required by law. We were treated poorly, we could have been seen, care was refused, as was a prorated refund.

  Business Response

  Date: 10/20/2022

  Dear ************:
  This letter is in response to complaint ID#********, filed by *******************.  The customers wife, *************** has contacted ************* on October 18, 2022, in regards to their concerns. Their son, *********************** had an appointment scheduled on October 18, 2022 and he was 15 minutes late for the appointment. We have spoken with the vision center staff, as well as management in order to address this matter and we truly regret any inconveniences they have encountered. Unfortunately, due to the 15 minutes late arrival the customer was asked to please reschedule the appointment, as we offer a 10 minute grace ****** at this particular vision center. Once again, we sincerely apologize for any inconveniences this may have caused the customer and his family. ************** and *************** have requested to be refunded for their ************ memberships. Our records indicate that only *************** is an ************ member and we will be issuing her a refund.
  If the customers have any further questions or concerns in regards to any other matter, they are welcome to contact ************* at: **************.
  
  
  Thank you.

  *******

  ************* 

• Initial Complaint

  Date:10/18/2022

  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.

  10-8-2022: Expecting to pick up 3 pairs of glasses, one pair of lens (2 pairs of readers, 1 pair of distance, lens to be replaced in readers). Distance prescription was fine, one pair of readers was fine. The lens prescription was wrong, one pair of readers was wrong. No store manager available to discuss error. Made appt for 10-11-22, rescreened, prescription was incorrect and adjusted. Confirmed lens will be remade and readers will be redone. Credit back for wrong frames on readers. 10-18-22: new readers stem broke due to too tight, was hoping would loosen up with use, but broke when opened readers to use. I did not have a warrantee, so they were going to charge me $69 for new frames to replace broken frames only 10 days old.....overtightened by AB. One pair of lens was picked up. Awaiting the second pair of readers. Was not aware of the hidden charge without warrantee, glasses were only 10 days out of the store. The store staff was very rude and argumentative. I am requesting my broken frames be replace at no charge.

  Business Response

  Date: 10/24/2022

  Dear ************,
  
  In response to the Better Business Bureau complaint filed by ********************* ; consumer complaint #********,we do apologize for any product/service issues **************** has incurred.  We have contacted the store manager and she has contacted **************** and offered her asstiance. She will be assisting the customer upon her return to our ********************** center. All products are under a 30-day guarantee if there are any prescription concerns, if they were to damage/break, or if the customer would like to change her order.
  If **************** has any further questions  she is welcome to contact ************* at: **************.
  
  
  Thank you for your time and mediation.
  
  Violet
  *************
  ******************** Best ********************** and ******************** 

  Customer Answer

  Date: 10/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ongoing.

  I am awaiting a final pair of glasses to be made, received and accepted by me.  At that time if all is well, I will sign off.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/18/2022

  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.

  On May 23, 2022 I went in to get my daughter some glasses , when it came time to pay the girl swiped my credit card for $129.95 and said it was declined but she said "don't worry it's been happening all day" so I looked at my account on my cell and showed her that on my end it went through but she claimed that for them it showed declined but not to worry it would come off in a few days. So I went to ATM to withdrawal cash which I then gave her. The doctor and manager ASSURED me it would fall off or it would be reversed to my account. Well here we are 5 months later, SEVERAL attempts to get this resolved , MULTIPLE calls and now the doctor and manager are giving me the run around.

  Business Response

  Date: 10/24/2022

  Complaint ID:
  ********
  Date Filed:
  10/18/2022

  To Whom It May ****************************** to complaint filed by *************************** for a double charge of $129.95 for order placed on 05/23/2022 in our *********, ** location. We are in the process of refunding Ms. ****** for the second charge of $129.95. Customer will receive 1 payment of $129.95 for she did receive the glasses that she order. 

  If we can further assist you please give us a call at ************** our ************* Department.

   

  Thank you,

  ******/ *************

• Initial Complaint

  Date:10/18/2022

  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.

  Unfortunately there a lack of information regarding the eye exams. I went in for the contact and glasses exam under the impression that if I choose two pairs of ***** glasses then my exam would be free. I reiterated this information numerous time to make sure that I understood and I also picked out two pairs of glasses under the appropriate price to retain the ***** price. It wasnt until after the exams and after I had picked out glasses that I was told I must pay ****** for the contact exam. This information or there the lack of should have been communicated prior to the exam. Not to mention that things are a bit out of order at this new location on lake pleasant parkway. I feel scammed and pressured into doing bussiness and paying for something in which was told I wouldnt have to pay for. These are bad bussiness tactics Americas best.

  Business Response

  Date: 10/25/2022

   

  Dear ************:
  

  
  In response to the Better Business Bureau complaint filed by *********************;complaint # ********,we regret any lack of service or pricing explanations the customer has encountered at our ******, ** vision center. Our records indicate that Ms. ************** purchased a contact lens exam only and she was provided with a set of diagnostic contact lenses to try out.
  
  The contact lens exam is $99 and for an extra $10 ************** upgraded to the *** care Club membership for a total of $109.  The membership allows free exam, follow-up visits and 10% off discounts on all purchases made for the duration of the 3 year membership. The eyeglass exam is $59 and it is free with any 2-pair eyeglass purchase only. Our eyeglass offers start with our 2 pair for $79.95 offer.
  
  We have addressed her concerns with management and the staff at this store. The general manager, ********, has contacted the customer and left messages for her. If the customer would like to discuss her complaint with the manager she will assist her with any changes. She is welcome to return ********* call, or she may visit the vision center for asstiance.
  
  We do apologize for any service issues and we hope to see ************** back in our vision center soon. If she has any further questions she is welcome to contact ****************** at: ***************.
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best Contacts & Eyeglasses

• Initial Complaint

  Date:10/18/2022

  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.

  On Oct 6, 2022 I went to get new glasses at America's Best Contacts & Eyeglasses in ****************, ********. I brought with me a pair of expensive ********** sunglasses for them to put new regular lenses in those frames. I specifically requested the ******* lenses back so I could place them in my old frames. However, on October 18, 2022 when I picked up my new glasses the ******* frames were missing. The manager on duty said there was nothing I could do to get them back. She basically blew me off. When I bought those two pair of ********** sunglasses, they cost me $170 each.

  Business Response

  Date: 10/25/2022

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by *************************; complaint # ********,we regret any service/replacement issues ******************** has incurred at the ****************, ** vision center. We have addressed his complaint with management and we apologize for not returning his own lenses from the lab. Unfortunately,we are not able to retrieve his ********** lenses at this point.
  
  The store manager has contacted the customer and has offered to make him a new set of lenses; the customer indicated that he would think about this resolution. If the customer would like for us to make him a new set of lenses, he is welcome to reach out to the general manager, *******.
  
  We do apologize for any service issues and we hope to see ******************** back in our vision center soon. If he has any further questions, he is welcome to contact ************* at:**************.
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:10/18/2022

  Type:Delivery 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 boyfriend and I had eye appointments on August 6, 2022 at America's Best in **********. He ordered 2 pair of glasses and I ordered contacts. At no time during the appointment or while checking out was I told about them merging with ******* and ******* nor about the delay in shipping of the contacts. I did however ask if they had a deal that included both glasses and contacts and she said no. She never suggested that I might want to order a pair of glasses. She placed the order for contacts. I received them 7 weeks later. They were samples and I was to schedule a follow-up for a week after. I scheduled an appointment for today and it was canceled. She told me I could come in anytime and order glasses but the didn't have any follow-up appointments until Oct. 29. I explained to her that I wear hearing aids and wearing glasses does not work for me. She said well my son wears hearing aids and wears glasses and he doesn't have a problem. I just want my refund so I can go somewhere else and get an exam. I can't afford two exams. I don't even make min. wage. I also noticed on my contact boxes is one prescription and on my portal is another. What the heck is up with that? My boyfriend has been going there for years with no problem. We will no longer use them. America's Best should be *******'s Worst. This totally unacceptable. They also never had me go in so they could make sure I knew how to handle them and put them in, but now they want to do a follow-up. This is a complete S*** Show.

  Business Response

  Date: 10/19/2022

  Dear ************:

  In response to the Better Business Bureau complaint filed by *******************************; consumer complaint #********. We apologize for any prescription/service issues/delays ********************** has encountered. Her complaint has been addressed with management.
  Ms. ********** contacts lenses (trials and boxes) are currently on a manufacturers back order delay and this is why they are taking longer than usual to come in. A follow-up visit is required, in order to ensure the contact lens trials are fitting the patient and if they are, then the doctor will finalize the prescription.  An insert and removal class is not required,as her contact lens exam was a remote examination if she would like a class she may obtain one at another of our locations.
  ********************** also stated that she was given the incorrect prescription trials. If she would like to give the manager the opportunity to rectify this problem we will definitely take care of this and order her the correct lenses; she may return the trials to the store so that the manager can assist her with this. A follow-up visit will still be required to finalize the prescription.
  

  If ********************** would prefer a refund, she will need to return to the vision center so that the manager, ***, may process her refund. Please know that its not customary for us to refund for services already rendered by the doctor. ******** ********************** has any further questions, she is welcome to contact ************* at: **************. We would like to thank her for her business and forgiving us the opportunity to service her eyewear needs. 
  
  
  Thank you for your time and mediation.
  
  Violet
  *************
  ******************** Best ********************** and ******************** 

  Customer Answer

  Date: 10/20/2022

   
  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:10/17/2022

  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 went to this establishment in ******* on ******************* in September of 2022. I was helped by the general manager. She said that the Oasis brand of contact lenses was so good that you can sleep in them. And gave me a pair to wear until my order of contacts came in. I get the contacts. I never tried to sleep in them. But I noticed that the quality of the ones that I received werent as thick as the trial pair I received. After one 12 hour shift of use, the contacts kept tearing. After the 6th pair of contracts tore, I went to back to this location for a refund. They declined to give me a refund and told me that there must be something wrong with my eyes. The manager said that my eyes must be too sensitive for the contacts to work. They told me to upgrade to daily wear. This manager is no doctor. And I felt insulted that she was blaming my eyes and not willing to switch out the contacts at no additional cost to me. It was like a bait and switch because the manager stated that the upgrade would be much more expensive.

  Business Response

  Date: 10/20/2022

  Dear ************,
  

  In response to the Better Business Bureau complaint filed by *********************************;consumer complaint #********, we do apologize for any product/service issues ************************** has incurred. We would like to thank her for her ongoing business since 2013.

  
  Our system indicated that ************************** has tried different brands of contacts and the Acuvue Oasys brand was first purchased by ************************** from us in 2015. If she continues to have any kind of an issue with her vision or with her lenses tearing, she may save the product that tore and return to the vision center for a follow-up visit with the doctor. While the Acuvue Oasys contacts do have a good reputation for being a great product, no one at the vision center recalls advising ************************** it would okay for her to sleep without removing them.
  At this time we thank ************************** and we invite her back in our vision center soon, so that we may continue to service her eyewear needs while providing excellent service. The customer has been refunded for her most recent contact lens order today, 10/20/2022.
  

  If ************************** has any further questions, she is welcome to contact ************* at:**************.
  
  
  Thank you for your time and mediation.
  
  Violet
  *************

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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.

  This the worst company ever. They tried to rig me off by over priced services, When I had great insurances. I did my eye exam and refuse to buy eye glasses for 300 dollars. I called my insurances and he say my bill out of pocket should been 74 dollars. After all I only paid for my eye exam. days later I when too get my eye prescription to go to another eye wear place. The doctor gave me expired one statement expired Sept *******. When that the day I had my appointment with them. so I would have to buy again but I called their American Best customer services and they statement my prescription don't expired until ****. Now every time I called to speak with *****. His is next in charge of the store. I can't get my prescription at all .

  Business Response

  Date: 10/19/2022

  Dear ************:
  
  In response to the complaint filed by *************** *****, case # ********, we sincerely apologize for any confusion and incomplete customer service our patient has experienced.  Our records show the  Ms. ************* was provided  a copy of an expired prescription in error.    We regret to know this error was not immediately corrected as the store advised.   
  
  In effort to correct this experience,  the original exam on September  20, 2022 will be refunded  and patient's insurance benefit used during that visit  will be re-instated.   We determined the original tender  was  ATM/ Debit , as result the patient's out of pocket expense has been refunded via corporate check  in the amount of $4.00.  This check will be mailed to the address on file for the patient, please allow 7 to 10 business days for receipt.   Please allow 24 hours for the insurance provider records to reflect the insurance benefit has been properly re-instated.
  The valid prescription has been mailed, to patient's address on file.  Unfortunately, we are unable to respond to any advertisement issues as no advertisement  were outlined in the complaint. 
  If the customer has any  further questions she is welcome to contact me at: **************.
  
  
  
  Thank you.
  
  *****
  Customer Care
  ******************** Best ********************** and ********************

  Customer Answer

  Date: 10/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is handle but unapologetic results. I will move on.
  
  Sincerely,
  
  *****************************