Business Profile

Contact Lenses

America's Best Contacts & Eyeglasses

This business is NOT BBB Accredited.

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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

478 total complaints in the last 3 years.
171 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/06/2022
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 came into store number **** on 08/25/2022 to get a new set of lenses for frames I already own. I put in an order, number ******, for new lenses and released my glasses (frames and lenses were intact and in good condition according to the associate *****) to get the lenses replaced. I signed the merchandise release waiver understanding that if my frames were lost of broken they will reimburse me. A week and a half later, on September 5, 2022, I received an update through voicemail saying that the frames were broken during production. I called the store to explore my options moving forward. I decided to cancel the order and get a refund. The next day I came into the store to retrieve my broken glasses. When the assistant manager **** handed them to me, I inspected it and immediately noticed it was missing one of my lenses. I asked **** if he knew what happened to the missing lens and he replied we received it back that way. So then I asked him for a copy of the waiver that I had signed. The waiver does not specify what happens when they lose one of my lenses during the process. Their policy only states how they will reimburse the client if the FRAMES were broken or lost.Ultimately, I was scammed and screwed over. I was not properly reimbursed for the missing lens, that was entirely Americas Bests fault. I didnt benefit from doing business with Americas Best, and, instead, they broke my frames and lost or stole my lens. This business does not take responsibility for their actions and does not care about the customers. They poorly handled my glasses which resulted in a missing lens. I am dissatisfied with the lack of reimbursement and poor customer service.
Business Response
Date: 09/12/2022
Dear ************:

In response to the Better Business Bureau complaint filed by *********************;complaint #********, we sincerely apologize to ************ for any breakages to her frame. We assure you that its not our intention to damage our customersframes and this was an unfortunately accident.
Although this was not a frame purchased from us,************ is welcome to pick out any frame we sell - at no cost to her.

We have addressed ************** concerns with management. After speaking with the manager he informed me that he spoke with ************ and she would prefer to be compensated in the form of contact lenses.The manager has placed an order for ************ for the Acuvue Oasys Toric contact lenses- valued at aprox. $120.

Once again, we sincerely apologize to ************ and we have contacted her and left a msg for her. If she would like to discuss this matter further she may contact me at: **************.

Thank you for your time and mediation.

Violet
Customer Care
******************** Best ********************** & ********************
Initial Complaint
Date:09/06/2022
Type:Delivery 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.
Ordered contacts August 7 ******* Vista optical **** charged! Said delivery within 7 days! Lol August 29 ******* Vista said delivery at 9 pm. August 30 no contacts delivered. Went to the store! Store employees said my order was cancelled haha! Said they had tracking number. Not nice Im going a big wedding Sept ******************************** my glasses. Store said I must wait another 7 days for my order. Store did give me free sample to use while waiting almost a month. **** still charged. Ugh
Business Response
Date: 09/09/2022
Dear ************:

In response to the Better Business Bureau complaint filed by *********************************************; complaint #********. We sincerely apologize for any product/manufacturing delays ******************** has incurred. After speaking with the manager, we were notified that Ms. ********* contacts have arrived and the order was picked up on 09/07/2022.
If ******************** has any further questions she may contact ************* at: **************.
Thank you for your time and mediation.

Violet
*************
**********************
Initial Complaint
Date:09/03/2022
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.
Took my 82 year old father to this Americas Best Contacts and Eyeglasses store, on 05/10/2022, he had an eye exam, I paid $158.00 for one pair of glasses and we had to wait several weeks for it to come in. Went to pick up the glasses, my father tried them on and he couldnt see out of one of the lenses. It was completely blurry. Talked to the store manager, she went to check and see if the glasses were done per the prescription, came back and said that they were, and then she said that the prescription was for my father to see better AFTER he has glaucoma surgery. We never told her, the eye doctor or anyone there that my father was going to have eye surgery. Since she brought up eye surgery, I told her that laser eye surgery costs $3,800; we looked into it. And with laser eye surgery, they replace the eye lens anyways and my father would not need glasses at that point anyways. But eye surgery was not an option and to make glasses based on what my father might see in the future and not based on how he sees now, is absolutely ridiculous! The manager got the eye doctor and I told to him what she said. The doctor said that my father had a birth defect in his eye (which we knew about, my father told HIM about it) and that was the best that he could do. The doctors best was not good enough. I paid $158 for a pair of glasses that my father cannot see out of. Birth defect or not, my father has had a pair of glasses for over 20 years, that he sees very well out of, better than these new glasses made by Americas Best. Unfortunately, those old glasses have a metal frame and they keep breaking, which is why we went to Americas Best to begin with; my father needed a new pair of glasses. The Americas Best doctor and the manager made no effort to fix the problem so I contacted Americas Best headquarters by email but no one responded back. I am hoping that someone from the BBB can help me with this matter. I am requesting a full refund of $158.00.
Business Response
Date: 09/07/2022

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

In response to the Better Business Bureau complaint filed by ************** on behalf of *******************; complaint #********, we sincerely apologize to ************** and his son for any issues incurred due to his most recent prescription and examination. The customers son was contacted by our ************************ and we discussed the complaint with him. He is also aware of our prescription check policy.
At this time, the customers eyeglasses have been returned to the vision center and we have processed a refund for the customer. His complaint was also addressed with management and going forward the customer may reach out the manager, *****, or myself, if he should have any further assistance.
We would like to thank ************** for giving up the chance to service his eyewear needs and we look forward to his next visit.

Thank you for your time and mediation.

Violet
Customer Care
******************** Best ********************** & ********************
**************
Customer Answer
Date: 09/09/2022
************,
Good morning! Thank you for mediating this matter and thank you to Ms. ****** from Americas Best headquarters for reaching out to me.
Yes, the eyeglasses were returned to the store on 09/07/2022 @ 11:40 AM and a refund of $158.00 was issued by the assistant manager, *******, (Receipt #******) but the refund has not shown on my credit card transaction history yet.
Ive attached a screenshot of the transaction history and the only transaction for 09/07/2022 is a *********** purchase of $13.96, which I made AFTER leaving the Americas Best store. That purchase is shown but not the refund right before it.
I called the credit card company today, 09/09/2022, and the rep looked at the PENDING transactions; the $158.00 refund was not there.
It would be great if we could please wait a few more days to see if the refund is fully processed because as of right now, this matter is not resolved.
Thank you,
**************
Business Response
Date: 09/13/2022

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

In response to the Better Business Bureau complaint filed by ************** on behalf of *******************; complaint #********, we sincerely apologize to ************** and his son for any issues incurred due to his most recent prescription and examination. The customers son was contacted by our ************************ and we discussed the complaint with him. He is also aware of our prescription check policy.
At this time, the customers eyeglasses have been returned to the vision center and we have processed a refund for the customer. His complaint was also addressed with management and going forward the customer may reach out the manager, *****, or myself, if he should have any further assistance.
We would like to thank ************** for giving up the chance to service his eyewear needs and we look forward to his next visit.

Thank you for your time and mediation.

Violet
Customer Care
******************** Best ********************** & ********************
**************
Customer Answer
Date: 09/13/2022

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,

Ion Badea
Initial Complaint
Date:09/02/2022
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 bought a pair of glasses this summer. I was told they were covered by a one year warranty. I have used their cleaning cloth & cleaner only, yet the glasses are scratched. I tried to take them back to the ********** ** store today to get them fixed or replaced they told me that the glasses are not covered and that I do not have a warranty. They also lines across the top of both lens. The sales rep was very unprofessional.
Business Response
Date: 09/07/2022

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

In response to the Better Business Bureau complaint filed by *****************************;complaint #********, we sincerely apologize to ********************** for any issues incurred with his eyeglasses. His glasses were purchased in April and we guarantee them for 30 days from the purchase date. We offer a Product Protection Plan which ********************** did not purchase.

Our Product Protection Plan grants our customers one free replacement of their eyeglasses, should they be damage/break. Normally the Product Protection Plan is sold within 30 days of the purchase date only. We have addressed his concerns with the store manager and we would like to assist ********************** by offering him the Product Protection Plan, so that we may replace his damaged lenses. The cost of the Product Protection Plan is $25 for a one-time replacement of his lenses/glasses. We also advise ********************** to discuss how to best clean the lenses, so that he may prevent the scratching from reoccurring in the near future. If he would like to purchase the Product Protection Plan he may speak with ********, or Diaunte at the **********, ** vision center.

If ********************** has any further questions he may contact ************* at: **************, or the ********************** center manager.

Thank you for your time and mediation.

Violet
*************
******************** Best Contacts & Eyeglasses
Initial Complaint
Date:09/01/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I purchased glasses a couple of months ago and within about 2 weeks I had a rash on my face and it was painful to wear glasses so I stopped wearing them for a quite a while until my face cleared up. Once my face had been completely cleared up for some time I did start wearing the glasses again and unfortunately I got a rash again.I spoke to them at the store about the fact that they are causing serious allergic reactions and they offered to replace them but with the same frame however I am obviously having a reaction to the materials in those frames,for this reason I have to wear and old prescription
Business Response
Date: 09/09/2022

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

In response to the Better Business Bureau complaint filed by *****************************; complaint #********. We sincerely apologize for any personal issues ******************** has incurred when she wore the eyeglasses purchased from us. Her eyeglasses were purchased on 11/18/2021. We offer **************************************************************** for a refund.
At this time we have made an exception and we have processed a refund for ********************. She will be issued a corp. check refund and it will be mailed to her address, the address reflected in this complaint, with 10 business days.
If ******************** has any further questions she may contact me at: **************.

Thank you for your time and mediation.

Violet
Customer Care
******************** Best ********************** & ********************
Customer Answer
Date: 09/09/2022

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,

*****************************
Customer Answer
Date: 10/04/2022
Hi my name is ***************************** I had a quick question on September 9th I received an email that the company which is a filed the complaint within 10 days I was going to receive it later on the mail and I haven't received anything I wonder if I could contact them or what would I need to do? #********

This is my complaints number thank you in advance I haven't received anything on the mail

Business Response
Date: 10/06/2022

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

In response to ************************ latest response (case # ********), her refund check in the *** of $79.95 was mailed to her on 09/12/2022. We have traced it and the check is still outstanding. The address corresponds with what *********************** provided in this complaint.
We will reissue her refund check and stop payment on the first one. The newly issued refund check will be mailed on Monday, via UPS.
Thank you.

Violet
Customer Care
**************
Initial Complaint
Date:09/01/2022
Type:Delivery 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 do not require a fitting and the company will not give me contact prescription.
Business Response
Date: 09/07/2022
Dear ************:

In response to the Better Business Bureau complaint filed by ********************************; complaint #********, we sincerely apologize for any confusion in regards to his prescription. According to our records, as well as vision center management, ************** prescription has expired as of 01/25/2022. His 3-year Contact lens exam Benefit Plan has also expired. The renewal of it would be $99. If ************** would like to schedule an appointment for a new eye exam, he may contact the vision center at his discretion.
If ************* has any further questions he may contact ************* at:**************.
Thank you for your time and mediation.

Violet
*************
******************** Best ********************** & ********************
Customer Answer
Date: 09/07/2022

Complaint: 17809266

I am rejecting this response because:
This is an old response and I have been receiving my contacts and eye exams from other places because of their failure to give me a prescription
Sincerely,

***************************
Business Response
Date: 09/08/2022
Dear ************:
We do appreciate **************' response and we understand that he is taking care of his optical needs at another optical company. He is welcome to return to our vision centers at any time however: this does not change the fact that the prescription we currently have on file for him has expired. If he would like to schedule an appointment for a new exam he may reach out to any of our vision centers. If he would like a copy of his records this is also to be requested from the vision center.
If ************** has any other questions he may contact ************* at: **************.

Thank you again for your time.

*************
******************** Best ********************** & ********************
Initial Complaint
Date:08/31/2022
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.
8/30 for two appointments *************************** and ***********************! We where rudely greeted by the employee no one offer to help until I said something they acknowledge me but felled to greet! I was told that since I was 5 over the 10 min grace ****** I would have to reschedule my appointment and that my daughter will be seen. The technician that dose the air pressure test and light test was very unprofessional didnt speak much he had a nasty attitude. Everyone was just In a negative mood yesterday, embarrassing. So after I get seen frm the ******* ******* was working on me and needed assistance frm her manager ***** she came didnt have a clue what she was doing and kept looking at the price of my glasses and saying for this one pair your price will be 507 and she kept repeating it so she went and got **** which is the rude technician and with a stank attitude and a roll of his neck he said yep that the price you will not be getting all three glasses today. I said mam thats not what I was currently told before my exam. So I ask can she have ******** come over and see whats the problem is, ***** then roll her neck and said she will wen she finishes up I said ok thank you. She walk over to ******** bad mouthing me in front of customers and employees. ******** then proceed to come help with in 5mins I swipe my card four all three pairs and the **** came over and look at the screen look at me and rolled his eyes wow pretty cHildish, then manager ***** told ******** dont send anything off until she cleared everything so, she comes strolling up and down the computer, I politely say so mam can I receive an apology she said an apology I said yes mam! She said what am I apologizing for exactly! I politely smiled and said thank you have a nice day.
Business Response
Date: 09/08/2022
Dear *******************,

*************** to the BBB Consumer Complaint #********, filed by *******************************. We certainly apologize for the issues **************** stated she had with our **********, ** location.

I spoke to **************** when she called our ************************ on 8/31/************ her experience during her and her daughters exams. Her complaint was received and documented here at our corporate office, and has been thoroughly addressed with the store manager, the ************* manager *******, as well as District Manager. The service issues at this location are being addressed with the associates.

We deeply regret the experience **************** stated she had, and we apologize on behalf of the company. As a resolution we have offered **************** 20% off her next purchase and we have notated her account. This offer does not expire, and is a onetime use.

Once again I do apologize, and if I can be of further assistance, please feel free to contact me.

Sincerely,

******
*************
Initial Complaint
Date:08/27/2022
Type:Delivery 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.
Hi, I received a extremely urgent package with my contact subscription but I didn't order them nor did I pay for them, the name on the package has a different last name that is crossed out with black sharpie. It is my subscription. But I don't know who payed for them or sent them to me with the wrong last name. If you have any feedback or if it's some kind of scam, let me know! Thanks.
Business Response
Date: 09/01/2022
Dear ************:

In response to the Better Business Bureau complaint filed by ***************************; complaint #********. In response to the complaint filed by ****************, we have tried to reach out to **************** several times to discuss this matter and we were not able to reach her.
We advise **************** to please contact our ************************ at:**************, or our online contact lens ***** at: **************.

Thank you for your time and mediation.

Violet
Customer Care
******************** Best ********************** & ********************
Initial Complaint
Date:08/26/2022
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.
Had appointments 2 weeks ago (August 11th) at **** **************** location and order $800 worth of eyeglasses and contacts and told they will be ready in 2 weeks. No call after 2 weeks. Called the office to see if they were in yet and received a call back stating yes they were in. Went to office next day ay 9:30am as online, ****** and office message with hours says 9am. DOORS ARE LOCKED! Call the number on the door and re-routed to another location stating that **** ************* is closed for 2 weeks as there is no staff!! They put me on hold and call district manager that says someone can be there Monday at 9am. WELL I actually work for a living and 9am on Monday won't work. Why was I not told yesterday when I called to confirm my eye wear was in that they are closed for 2 weeks? Why wasn't I called? Why wasn't it offered to me to have my stuff delivered to another store? VERY DISAPPOINTED ??
Business Response
Date: 08/31/2022
Dear *******************,
This letter is in regards to complaint ID ******** filed by ****************************** I apologize for the inconvenience the customer had at our store location in ***************. I am aware that the store has been closed due to staffing issues and I am very sorry for this inconvenience. I would like to inform you that I spoke with manager ***** as well as the District Manager, **** and the store has reopened and ***** is currently going through orders that have arrived at the store and is dispensing orders at this time. I have informed manager ***** about Ms. ********* order as well as her husband's order and he has many orders to go though and will contact patient once order is checked in. Again, please accept my sincere apology and please be advised that we are taking action in having this resolved. If you have any further questions or concerns please feel free to contact me.

Thank you,

*******
Customer Care
Initial Complaint
Date:08/26/2022
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.
Date purchased ! 06/08/2022 ! 2 pair eyeglasses purchase price $642.73 upon pick up of glasses they were in hard plastic case with nothing holding them in place opening case the lenses were dirty with finger prints and dust . Tryed glasses on they were blurry asked young lady about that she said u need a couple days to get use to them took glasses home and wore for a couple days glasses made me dizzy and I could not drive with them on ! Returned to americas best with my concerns and was told to take back home and wear for a couple weeks by said manager (*****) ! Asked ***** if we could resolve this issue ! She said she had to talk to doctor took the glasses with her and said she would call me ! 8 days later still no phone call !!! My wife called americas best several times to contact her and they would give her the run around as they did myself by this point we are fed up with americas best antics ! They basically took are money and kept the eyeglasses and we want a refund ! Receipt # ***** order#***** store # ****
Business Response
Date: 08/30/2022
Dear ************:

In response to the Better Business Bureau complaint filed by *******************************; complaint #********.We sincerely apologize for any prescription issues and/or service complaints misunderstandings she has incurred when receiving care at our *******, ** vision center. We truly value Mr. and Mrs. ********* business and they deserves the best service we have to offer. We thank ******************** for giving us the opportunity to service his eyewear needs. His complaint has been addressed with management and he has been refunded for in full for his purchase. The customer was notified of the refund.
If. ******************** has any further questions or concerns, he may contact our ************************ at: **************.

Thank you for your time and mediation.

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

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