Business Profile

Contact Lenses

America's Best Contacts & Eyeglasses

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Contact Lenses.

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

479 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:07/27/2022
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.
I went to Americas Best on May 23,2022 for an eye exam and to purchase contacts. After having the eye exam I ordered my contacts and paid. The clerk then told me my debit card was declined on her computer but on the card reader it said it was approved. It was also showing pending on my bank app but funds had been taken out. After showing her this she tells me there is something wrong with their system and was doing the same thing to other customers. She said at that time she couldnt order my contacts, give me my prescription or a receipt because her system showed declined. My $287.73 payment posted to my checking account on May 26, 2022. I was told repeatedly they were working on the problem and would refund me my money. I also spoke to someone in their corporate office and was also told my money would be refunded. After 1 month I filed a dispute with my bank but since I was not given an expected delivery date nor receipt, they declined my claim 3 times. It has been 2 months and I have not received anything I paid for nor have been refunded my money. I had to go pay Lens Crafters for another exam and contacts. Please help me. After being understanding and polite I have lost it. I really need that money to pay bills and it seems I have hit a brick wall. What is my next step. Please call me instead of emailing. I very rarely check it. Thank you for your time and help in this matter.
Business Response
Date: 08/03/2022
Case ID: ********
Date Submitted: 07/27/2022
For: *****************************

Dear *******************,
*************** to case #******** filed by ********************************* on 07/27/2022 for a double charge during an error in the **************** Base. Yes, ********************** was double charged and we have submitted her information to have the charges reversed. Unfortunately, we have NO control over the time frame of when to expect the credit back. We have assured all customers that has experience this hardship that if this should affect her account and cost her to receive any additional charges we will take care of those charges as well.
We apologized for the inconvenience this has caused. We value her as a customer and appreciate her business. We are doing everything we can to get ********************** and all customer involved taken care of as soon as possible.
We ask for a little more patience and understanding and please know that we are working in this situation to get everyone taken care of.
If we can be of any assistance please give us a call at our ************************ **************

Thank you,
******/ *************
Customer Answer
Date: 08/04/2022
I need to know when they intend to have this resolved. I have incurred some overdraft charges and need my money ASAP. I feel I have given them ample time to rectify this issue.
Business Response
Date: 08/10/2022
Complaint ID: ********
Date Filed: 7/27/2022
Consumer: *****************************

To Whom It May ***************** am responding to ************** Whiteheads complaint regarding a charge onto her credit card. I do apologize for the inconvenience this may have caused. Agree, this matter should have been taken care of sooner. We are going to refund ********************** in a corporate check for the amount of $287.73.
For all additional charges ********************** will need to submit a copy of her bank statement showing additional fees applied to her account due to this transaction. At which we have no problem taking care of any fees caused by this charge. ********************** can submit a copy of her statements to *********************************** ,Attention: ******
If we can further assist you please contact us at ************************ at **************

Thank you,
******

Customer Answer
Date: 08/10/2022

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:07/27/2022
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 had gone to America's Best in *************, ** for Progressive glasses on June 25th. 5 days later, I received my glasses but they were terrible. I tested them out for a few days and virtually could not see out of them. After going back and forth with America's Best and Target (they did the exam), America's Best refused to admit the lenses were shaped incorrectly. The manager blamed my optometrist and refused to remake them with the new script. She insisted on making them with the script of my current 2 year old pair. After going back to Target for a rewritten script, I realized I was approaching the return window cut off. On July 25th, I went in to request a refund, which I have received, in the amount of, $209, for my out of pocket cost of the frame and lenses. My complaint lies with the fact that they were paid on the *** claim, which I learned later, America's Best is out of network. I need the claim rescinded and *** refunded. As it stands, I got screwed out of my vision benefit allowance for 2022 and cannot obtain a new pair of glasses until January 2023. I need this rectified.
Business Response
Date: 07/28/2022
Hello,
I apologize for any inconvenience. The issue we have with VSP is that VSP does not allow us to speak with them. VSP's process for having the benefits restored for their members is to have the Member contact VSP. Once the Member has done this, VSP requests an additional ***** days to complete the reinstatement. This is a process created by VSP that we have no control over. The number for the Member to call VSP is ************. I will see if I can escalate this on our side as well, but our actions are limited.

****
Customer Answer
Date: 07/28/2022
I called VSP to make them aware of my request for reinstatement of benefits and it should take 30 days approx to complete that request. I was advised on the call that America's Best is out of network, I have to initiate the request.
I wish to keep the complaint open until I receive confirmation of my benefit reinstatment and attach the necessary documentation showing it has been rectified.

Business Response
Date: 08/03/2022
That is fine. Please let us know if there is anything else we can do for you.
Customer Answer
Date: 08/03/2022
I will advise when VSP had rescinded the claim. I ask to keep the complaint open as this is not resolved yet. VSP stated it will take 30 days at minimum to process.
Business Response
Date: 08/29/2022
Hello,
According to the consumer notes, she requested this stay open until she worked it out with her insurance. There was no further action required of me.
Best,
****
Customer Answer
Date: 08/30/2022
I have not received an update from VSP regarding the restoration of my benefits for 2022. I did check my portal for VSP and it still has not been resolved (date shows 2023).
Business Response
Date: 09/14/2022
Hello,
I apologize for any inconvenience. The issue we have with VSP is that VSP does not allow us to speak with them. VSP's process for having the benefits restored for their members is to have the Member contact VSP. Once the Member has done this, VSP requests an additional ***** days to complete the reinstatement. This is a process created by VSP that we have no control over. The number for the Member to call VSP is ************. I will see if I can escalate this on our side as well, but our actions are limited.

****
Customer Answer
Date: 09/15/2022
VSP still has not reinstated the 2021 benefits. I am trying to get a firm timeframe from them.
Initial Complaint
Date:07/26/2022
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.
pdf attached
Business Response
Date: 07/26/2022
Dear *******************,
I'm responding to the BBB case# #******** filed by *********************************** .The manager at the store is willing to remake the customer glasses over under the warranty he never used. The problem is when we tried to contact the customer his phone number in his account is invalid, and he has no email address that's listed in his account either. So we have no way to contact this customer to further assist him. if he would like his glasses to be remade he would need to contact that store directly at ************** ask to speak with a manager and to provide proper updated information to the store.
Thank you,
******
Customer Care
Initial Complaint
Date:07/25/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received by email, a solicitation on June 13, 2022 From Americas best. Two weeks only 40% off of a complete pair of eyeglasses. I came to store for that offer. The store only sells glasses with free eye exam. The store has this always when you walk only offer.But I received 40% off enticed me to come in only to be lied to at every turn. Including there customer care phone number on bottom of **** of sale. I called them 4 different times only too get 4 different story line scams to entice customer instore not to honor this. I asked for a refund and they refused. What Americas best does is ring up at register. $192.95, minus $50.00 as a promotion. But the regular price is $127.95 with eye exam. 40% Is separate offer. ******** care lies at every turn. This shady shyster business is a way to get you into store. They don't know the truth if you told them. One of there shady lies is if you buy one pair you don't receive 40% discount. On there solicitation. clearly states complete pair of glasses. This means in English two pairs. They confuse pair as one. The store uses $50 eye exam then minus exam. But all there store ads and photos in store state same free eye exam. This is not a promotion like they state. This is there normal pricing. 40% Is a lie on there part. I have all the photos on all incriminating photos and documents. What they state.
Business Response
Date: 07/25/2022
I just wanted to let you know that the above complaint was for an America's Best location in *****, **. I have reached out to the ** at that location to ensure that they have taken care of **************.
Business Response
Date: 07/27/2022
Dear ************:

In response to the complaint filed by ******************* , case # ********, we sincerely apologize for our customer's expereince.
Our customer 's expressed desire to take advantage of the everyday offer of " 2 Pair Exam Promotion" free eye exam with the purchase of two complete pairs of glasses", as well as honor 40% off offer code Summer40. We advised as shown in both the everyday offer and the email offer reference code Summer40- This offer cannot be combined with any other discount, coupon or insurance plan. This means in adherence to our standard operating procedures these two offers could not be combined.
In effort to appease our valued customer the following actions were taken : Receipt #*****- 2 Pair exam promotion( $50.00 discount for eye exam) applied to the purchase two complete pairs of eye-glasses, the customer elected to also purchase Retinal Imaging at the cost of $15.00. Customer purchase total $145.83. Receipt#*****- This transaction reflects (1) pair of glasses at no charge to the customer. Our customer purchased 3 complete pairs of glasses, an eye-exam and Retinal Imaging- Value without discounts $262.90. Our actions afforded the opportunity for our customer to receive 40% off 2 complete pairs of glasses, an eye exam at no cost, and 1 complete pair of glasses at no cost. The math reflects 40% off the value of each pair of glasses and free eye-exam ($50.00 value).
Our records indicate no billing adjustment is due . I apologize for any inconvenience.

Thank *************************************************** ****
Customer Answer
Date: 07/27/2022
BBB of Metro Atlanta,
Complaint: 17519895

I am rejecting this response because:
All there sales are based on two pair of glasses for $127.95, When mention can't be combined with other discounts.The store only sells mentioned sales
The discount is 40% off to get you in the store to buy this above sale, Remember complete pair of glasses that what I purchased. To qualify for 40% off. $50.00 off is for eye exam. But eye exam is included in there $127.95. On the paper work it states $192.95 minus $50.00 for eye exam. Eye exam is included in the $127.95. In the Summer40 code offer on break down it clearly states, Two pair of glasses.that why I came in there store. On my paper work it states what bought! Americas best is playing with words and not honoring there committed sales coupons. This is a act of fraud by trying to scam me with no real discount. This is shady shyster practices to get me in the store. I called customer service 4 times on phone only to be told 4 different story's. This must be proven in court trial to decide this case in a class action law suit. They even state in there letter respond to BBB $262.90 value without discounts in there responds. But in the advertised price doesn't say anything about $262.90. Only more deception by Americas Best.I will proceed with higher level government proceedings.To do the right thing is to give me 40% coupon discount.

Sincerely *******************

Business Response
Date: 07/28/2022
Dear ************:

In response to the complaint filed by ******************* , case # ******** Response to rejection, we sincerely apologize for our customer's expereince.
Our customer 's expressed desire to take advantage of the everyday offer of " 2 Pair Exam Promotion" free eye exam with the purchase of two complete pairs of glasses", as well as honor 40% off offer code Summer40. We advised as shown in both the everyday offer and the email offer reference code Summer40- This offer cannot be combined with any other discount, coupon or insurance plan. This means in adherence to our standard operating procedures these two offers could not be combined.
In effort to appease our valued customer the following actions were taken : Receipt #*****- 2 Pair exam promotion( $50.00 discount for eye exam) applied to the purchase two complete pairs of eye-glasses, the customer elected to also purchase Retinal Imaging at the cost of $15.00. Customer purchase total $145.83. Receipt#*****- This transaction reflects (1) pair of glasses at no charge to the customer. Our customer purchased 3 complete pairs of glasses, an eye-exam and Retinal Imaging- Value without discounts $262.90. Our actions afforded the opportunity for our customer to receive 40% off 2 complete pairs of glasses, an eye exam at no cost, and 1 complete pair of glasses at no cost. The math reflects 40% off the value of each pair of glasses and free eye-exam ($50.00 value).
Unfortunately, all sales or purchases are not based on the starting price of our 2 Pair Exam Promotion, as that would mean we do not offer the opportunity for the purchase of one (1) single pair of glasses, or the purchase of glasses without an exam. Now in fact, we are pleased to be service customer daily, electing to make purchases outside of any offer or promotion. We have made best effort serve our customer, appeasing the customer's desire to combine two separate offers that *** not be combined. We we took the steps that allowed the customer received to components of the two separate offers.
Our records indicate no billing adjustment is due . I apologize for any inconvenience.

Thank You,

Sonya

Customer Care
Customer Answer
Date: 07/28/2022

Complaint: 17519895

I am rejecting this response because:

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

I received by email, a solicitation on June 13, 2022 From Americas best. Two weeks only
40% off of a complete pair of eyeglasses. I came to store for that offer. The store only sells glasses with free eye exam. The store has this always when you walk only offer.
But I received 40% off enticed me to come in only to be lied to at every turn. Including there customer care phone number on bottom of **** of sale. I called them 4 different times only too get 4 different story line scams to entice customer instore not to honor this. I asked for a refund and they refused. What Americas best does is ring up at register. $192.95, minus $50.00 as a promotion. But the regular price is $127.95 with eye exam. 40% Is separate offer. ******** care lies at every turn. This shady shyster business is a way to get you into store. They don't know the truth if you told them. One of there shady lies is if you buy one pair you don't receive 40% discount. On there solicitation. clearly states complete pair of glasses. This means in English two pairs. They confuse pair as one. The store uses $50 eye exam then minus exam. But all there store ads and photos in store state same free eye exam. This is not a promotion like they state. Its there normal pricing. 40% Is a lie on there part. I have all the photos on all incriminating photos and documents. What they state.
***************** <********************> Jul 4, 2022, 6:58 PM
P.S. Please stop playing with words. When the bottom line was I should get advertised sales coupons. In your coupon statement clearly states 40% off on pair of glasses period. All this con story are trying to get out your promotions. This is fraud to get people in store. Your sales team on customer service said 4 different story. every time you call your hotline, a different story line! Just admit your company wont back up there coupons and give me 40% discount period.

Sincerely:    *******************
Business Response
Date: 08/12/2022
Dear ************:

In response to the complaint filed by ******************* , case # ******** Response to rejection, we sincerely apologize for our customer's expereince.
Our customer 's expressed desire to take advantage of the everyday offer of " 2 Pair Exam Promotion" free eye exam with the purchase of two complete pairs of glasses", as well as honor 40% off offer code Summer40. We advised as shown in both the everyday offer and the email offer reference code Summer40- This offer cannot be combined with any other discount, coupon or insurance plan. This means in adherence to our standard operating procedures these two offers could not be combined.
In effort to appease our valued customer the following actions were taken : Receipt #*****- 2 Pair exam promotion( $50.00 discount for eye exam) applied to the purchase two complete pairs of eye-glasses, the customer elected to also purchase Retinal Imaging at the cost of $15.00. Customer purchase total $145.83. Receipt#*****- This transaction reflects (1) pair of glasses at no charge to the customer. Our customer purchased 3 complete pairs of glasses, an eye-exam and Retinal Imaging- Value without discounts $262.90. Our actions afforded the opportunity for our customer to receive 40% off 2 complete pairs of glasses, an eye exam at no cost, and 1 complete pair of glasses at no cost. The math reflects 40% off the value of each pair of glasses and free eye-exam ($50.00 value).
Unfortunately, all sales or purchases are not based on the starting price of our 2 Pair Exam Promotion, as that would mean we do not offer the opportunity for the purchase of one (1) single pair of glasses, or the purchase of glasses without an exam. Now in fact, we are pleased to be service customer daily, electing to make purchases outside of any offer or promotion. We have made best effort serve our customer, appeasing the customer's desire to combine two separate offers that *** not be combined. We took the steps that allowed the customer to receive components of the two separate offers that clearly state *** not be combined.
Our records indicate no billing adjustment is due . I apologize for any inconvenience.

Thank *************************************************** ****
Customer Answer
Date: 08/15/2022

Complaint: 17519895
Americas Best:

I am rejecting this response because:
I never received the 40% off coupon according to two pair of glasses purchased with free eye exam on all your sales brochures. I only want what brought me into store in the first place, the sales coupon. Which I never received. Americas Best is playing with words mentioning these retail prices not seen or mentioned any where $262. "What is mentioned' is come into store buy two pair of glasses and receive 40% off, all these words you are just talking nonsense. Only stick to whats in writing. This is **** of sales with coupons and your not abiding to what brought me into your establishment. I have coupon in photo, brought to your attention and you are still trying to and still trying to deceive me and lying with deception. You must do this to all your patrons. I want 40% coupon honored as agreed upon purchase. Two pair exam promotion is your standard price on all your documents. You put minus $50. Off to try to mislead me by pretending to give me a discount. When in fact that is standard price. This is called shyster business practice you exhibit. Your customer service phone number to solve issues. I called are worse then your store explanations. They make up different stories as they go. I talked to 4 different persons on phone. When you have legitimate business one story would be told. Not make up any conversation that doesn't add up to but erroneous facts. That are false and misleading. This business should be penalized for continuing the deceit with fines from higher governmental authority to over see your constant deception.

Sincerely,

*******************
Initial Complaint
Date:07/25/2022
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 brought my son in for a contact lens fitting, when I went to order a refill of the contacts we were told that the wrong lenses were issued and we would need to come in for a new fitting. We refused and attempted to order the contacts that were initially prescribed and were told that they were out of stock and would not be getting them back. When we called the office we were told this is an America's Best brand only so we would need to come in for a new fitting in order to get contacts for my son. This location is operating a scam and needs to be investigated immediately.
Business Response
Date: 07/29/2022
Dear ************:

In response to the Better Business Bureau complaint filed by ************************* on behalf of ****** ********; complaint #********. We sincerely apologize to ************** for any service issues and/or misunderstandings when it comes to her sons contact lens prescription. After researching her sons prescription is looks like he was prescribed two different brands. The doctor has approved ****** to wear the Sofmed Breathables as well as the Clariti 1-day dailies for him however; not in a monthly lens due to his prescription. If ************* would like a copy of his prescription she may pick it up at the vision center.
We do not stock his lenses in our store however, we can certainly order them for him if she would like to place an order. We can also request that the store manager reach out to the customer if she may have any further questions.

We look forward to hearing back from ************** and we thank her for her time and business. She may also contact ************* at: **************.

Thank you for your time and mediation.

Violet
*************
******************** Best ********************** & ********************
**************
Initial Complaint
Date:07/25/2022
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.
Issue started in March 2022. First complaint - business will not update my phone number so the can't contact me. Each time I have called they says "we have tried to reach you". Every time I call or visit the business I give them my new phone number. I took my glasses to Americas Best in Sterling because a ************ had fallen out. Employee "****" attempted to repair by jamming a s**** in the frames & told me they were fixed. I went home and realized they were not. Took lenses back to store. Had to send them out for repair. Glasses were "lost in transit." I have still not received the correct frames with lenses. It has been over 4 months. They attempted to replace with a different set of frames but that is not acceptable. While that issue was happening I was told that I needed to update my prescription. I was ordering my 2nd pair of glasses as advertised. I was charged for 2 glaucoma tests. They used a less accurate machine and then realized that they needed to use the more advanced machine. I am being charged for both tests. Why should I bear the cost of the machine that is not as accurate. On 4/16/2022 I paid $460 for exam, testing and lenses. I received that pair of glasses with new frames. I have not received the other pair. Called for status & was told the company no longer carries them. I am supposed to pick out new lenses. So I Have to go back to the store again and pick out different lenses. I don't want different lenses. I want the lenses that I had. I have communicated with an employee named **** several times and she was rude and sarcastic. I sent a letter to the ************************ on 6/3/2022 and have never received a response.
Business Response
Date: 08/02/2022
Dear *******************,

I am responding to the consumer complaint #******** filed by ***** Peer. The customers contact information has been updated. I have spoken with the manager ***** and she is informed me that they have remade then customer glasses. The frame that the customer is wanting is now discontinued and he would need to come in and pick out another frame. Per ***** they have remade a pair glasses for the customer all her would need to do is pick up the glasses. They have also remade the glasses with a new prescription.On 4/14/2022 the customer only paid for a eye exam and one pair of glasses.There is no charge for additional testing. Unfortunately, at this time we are not able to refund the customer at this due to us giving the customer a complete pair of glasses at no cost. We do apologize his needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance,please feel free to contact me.

Sincerely,

Dinika
Customer Care
Customer Answer
Date: 08/11/2022

Complaint: 17616933

Please see attached

Sincerely,

***** Peer
Business Response
Date: 08/17/2022
Dear *******************,

I am responding to the consumer complaint #******** filed by ***** Peer. The customers contact information has been updated. I have spoken with the manager ***** and she is informed me that they have remade then customer glasses. The frame that the customer is wanting is now discontinued and he would need to come in and pick out another frame. Per ***** they have remade a pair glasses for the customer all her would need to do is pick up the glasses. They have also remade the glasses with a new prescription. On 4/14/2022 the customer only paid for a eye exam and one pair of glasses. There is no charge for additional testing. Unfortunately, at this time we are not able to refund the customer at this due to us giving the customer a complete pair of glasses at no cost. We do apologize his needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.

Sincerely,

Dinika
Customer Care
Customer Answer
Date: 08/18/2022

Complaint: 17616933

I am rejecting this response because: This response is the same response from the business that was unacceptable before. I will attach the letter that rebuts the company response. I do I not want glasses from America's Best after the experience I have had. Thank you for your help!

Sincerely,

***** Peer
Initial Complaint
Date:07/22/2022
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 want my prescription for rgp lenses after my examination at America's Best Contacts and Eyeglasses without buying the product from them. according the *** you have the right to get your prescription from the eye care professional whether you asked for it or not at no extra charge and you can shop for the best deal. I would like to say that the workers were courteous and professional.When I called the headquarters I was told that I should get the prescription whether or not I bought America's Best contact then later I was giving the other explanation that they could not give me my prescription because they were RGP lenses and that trial could not be used without buying the lenses from them.I would like to get my RGP prescription thank you:***********************
Business Response
Date: 07/28/2022
Dear *******************,

I am responding to the BBB complaint #******** filed by ***********************. I have spoken with the manager *** and he informed me that RGP lenses do not come in a trial lens the customer would need to purchase the lenses and wear the lenses before the doctor would write a prescription for this type of lens. We do apologize her needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance,please feel free to contact me.

Sincerely,

Dinika
Customer Care
Customer Answer
Date: 07/28/2022
My rgp contact prescription was written. according to the *** rule I should have been given the prescription regardless whether you give test lenses or not. I should at least be provided with the prescription who are the contacts.
bus62-contact-lens-rule-guide-prescribers-and-sellers.pdf (246.95 KB)
that is the *** rule telling of consumer right to prescription. I could copy the text of the rule if that would make it easier to understand.
Business Response
Date: 08/02/2022
Dear *******************,

I am responding to the BBB complaint #******** filed by ***********************. I have spoken with the manager *** and he informed me that RGP lenses do not come in a trial lens the customer would need to purchase the lenses and wear the lenses before the doctor would write a prescription for this type of lens. ******************* not willing to write the prescription without seeing the lenses on the on the customer. We do apologize his needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.

Sincerely,

Dinika
Customer Care
Customer Answer
Date: 08/02/2022

Complaint: 17606474

I am rejecting because their response did not address the *** regulation for contact lens prescriptions. I downloaded the rule. (bus62-contact-lens)
because customer has a right to be prescription. The rgp lens prescription written and was with held.
Sincerely,

***********************
Business Response
Date: 08/11/2022
Dear *******************,
I am responding to the BBB complaint #******** filed by ***********************. The doctor is not willing to finalize a prescription for contacts that he has not seen on the patient. The doctor has finalize and written a prescription for soft lenses. We do apologize his needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance, please feel free to contact me.
Sincerely, Dinika Customer Care
Customer Answer
Date: 08/13/2022

Complaint: 17606474

I am rejecting this response because: the doctor wrote the prescription for my *** contact lenses. in fact they were *********************** contacts.
I was told to come back to learn how to put the contacts in my eyes. and I came back for instruction on how I was put in the lenses. I was given another examination. and I was told soft contact lenses we're better than the *** lenses. I can give you more detailed information about the conversation if needed.
the main point is
prescription for are *** lenses were written by the doctor or optometrist whose name is on the prescription that I sent to bbb.
unless *** would destroy that type of document that would be proof that a *** prescription was written.
As Stated earlier I should get my prescription.
I feel I should be compensated for my Transportation to the office.
given at least a pair of *** lenses
if not more
for my troubles in having to explain such a simple procedure.

Sincerely,

***********************
Initial Complaint
Date:07/22/2022
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.
This complaint is about a pair of eyeglasses that were returned to me broken. I visited this business to update the lens prescription on my personal Rayban eyeglass frames. I already had a prescription from last year from a different doctor that was still valid and does not expire until 2023. They filed through my insurance to pay for the frames and it still cost me out of pocket, this is not my concern. After handing them my glasses, it took longer than they initially stated. When I received the alert my glasses were ready I went to pick them up today, 7/21 to find they were broken. They also did not insert the lenses very well and one eye has the lens hanging out. When I dropped my glasses off they were perfectly fine and after their services they were satisfied to hand my glasses back to me in this quality with only an offer of a $50 credit to purchase new frames there. I feel this was all a plot to get me buy frames at their store. However, the lens replacement is what I could afford and I entrusted them to do this. I feel that because they are responsible for the damage, they should fully replace my frames and not offer me a discount to buy theirs. I do not trust their quality of care and would consider a check in monetary form for the cost of my frames.
Business Response
Date: 07/28/2022
Dear ************:

In response to the Better Business Bureau complaint filed by ***************************; complaint #********. We sincerely apologize to ******************** for any damaged to his frame and service issues. We have addressed his complaint with management. We will definitely like to take care of our customers in the event of a breakage. The customer was contacted by the manager on duty and we have offered to replace his damaged frame. He is welcome to return to our vision center to choose any frame he would like and we will make him a new set of eyeglasses at no extra cost to him.
We look forward to seeing ******************** back in our vision center, so that management can reprocess his eyeglass order and provide him with exemplary service. If ******************** has any further concerns he may contact our ******************* directly at: **************.

We would like ******************** for giving us the opportunity to service his eyewear needs and we hope his next visit will be a pleasant one.

Thank you for your time and mediation.

Violet
Customer Care
******************** Best ********************** & ********************
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 18, 2021 I had an eye exam and contact lens exam at America's Best. The attached receipt only shows "Repeat CL Exam". *** insurance refuses to reimburse me for my entitled annual eye examination because the receipt only stipulates "Repeat CL Exam". America's Best representatives explain that all CL exams include eye exams. They refuse to update the receipt to include "Eye Exam". The manager at the store did write on letterhead that the CL Exam includes an eye exam; however, they refuse to correct the receipt. Therefore, I am denied my reimbursement from VBA.
Business Response
Date: 07/22/2022
Dear *******************,

I am responding to the BBB Consumer Complaint # ********, filed by ***************************, regarding her purchase receipt.

************** ************** spoke to when she called into our ************************ on 7/20/22. Unfortunately, as I explained to her, we are unable to edit/alter previous purchase receipts in our system.

At Americas Best, we offer two different exams; the eyeglass exam and the contact lens exam. The contact lens exam does automatically include the eyeglass prescription, so if a patient is interested in contacts they would have just the contact lens exam. Therefore, our system categorizes it as CL exam. There is no way for us to separate this,since these exams are different pricing.

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

Sincerely,

**********************
Initial Complaint
Date:07/17/2022
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 Oct 20 2021 I went to America's Best at ******* Pavillions for an eye exam. The doctor rushed through my exam and finished within 10 minutes but I figured he couldn't have messed up my prescription. I received a prescription of ****/**** (L/R).I purchased my frames and lenses at the same location. I began experiencing headaches but figured my eyes had to get used to my new prescription since it had changed from the prescription I had for years (****/****). My headaches got worse and even though my prescription had not expired I chose to go to a different doctor to get a proper eye exam.My latest exam taken May 2022 (7 months after America's Best) came back ****/****. I have now had to purchase new lenses before my prescription expired.In addition to the headaches I have dealt with the past months I am convinced the bad prescription I received at America's Best contributed to my eye sight deterioration since it had never been so bad.How is it possible that according to your doctor one eye got better than it had been my whole life (**** to ****) and now it is back at ****. While the other eye had stayed the same for a whole year(****) and 7 months later it's at **** I am not even seeking to be compensated for the headaches. I am requesting a refund for the erroneous eye exam ($50) and my lenses (****** per lens) since I can no longer use them and I should have never purchased lenses for that prescription to begin with. I have attached all prescriptions and my receipt.I have tried reaching out to corporate multiple times. I always get an email stating I will be contacted shortly but I never receive a call or email response.
Business Response
Date: 07/22/2022
Dear ************:

In response to the Better Business Bureau complaint filed by *******************************; complaint ID# ********. We sincerely apologize to ********************** for any prescription issues she may have incurred. Our records indicate that ********************** purchased the eyeglasses on 10/20/2021 and we dont show any previous correspondence from the customer to address any order issues.

Although it is past our 30-day refund policy, if ********************* would like to return the eyeglasses to the vision center, the general manager will process a refund for **********************. Once again, we sincerely apologize for any prescription/service issues and we thank ********************** for her giving us the opportunity to service her eyewear needs.

Thank you for your time and mediation.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

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