Complaints

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

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America's Best Contacts & Eyeglasses has 381 locations, listed below.

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  America's Best Contacts & Eyeglasses

  2000 Newpoint Pkwy STE E Lawrenceville, GA 30043-5577

• 

  America's Best Contacts & Eyeglasses

  617 Haywood Road Greenville, SC 29607

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  America's Best Contact & Eyeglasses

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

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  America's Best Contacts & Eyeglasses

  175 Quinn Dr Pittsburgh, PA 15275-1013

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  America's Best Contacts & Eyeglasses

  102 Wagner Rd Monaca, PA 15061-2456

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:07/15/2022

  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.

  June 2022 - If I could leave less than one star I would. I have reached out to customer service and their solution for me was eye glass cleaning kit. I had an appt. Purchased glasses ($200) wrong prescription prescribed. They told me it takes time to adjust - had constant headaches never adjusted never wore them. Fast forward have another exam. Correct prescription prescribed. Doctor even said wrong script was given. Order glasses (another $200) wait two weeks and wrong pair was ordered - I understand we are human, however the situation was not handled right. Ive worked healthcare and customer service, I understand its exhausting. One set was correct, have to wait 2 weeks for other pair to be corrected. Walked over to have current frames adjusted and overheard the employees were talking about me. I live an hour away from the location I go to. I reached out to make a complaint with corpora and they offered an eye glass cleaning solution. Ive spent $400+ even upgraded to anti glare. A cleaning kit is not what I want or need. I am insulted and will never be back. My friends are aware.

  Business Response

  Date: 07/18/2022

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

  I'm responding to the BBB case ******** filed by ***************************. The store manager ******** had upgraded the frame for the customer without charge. The Assistant manager ***, credited her back 10%  back of what she paid out of pocket. Outside from her insurance allowance covered on her purchase. We gave her a cleaning kit solution with the tools included, the store contact the customer to let know her glasses are ready for pickup. But the customer didn't respond back to the store or she has not picked up her glasses either. Customer will need to contact the store and speak with the manager.

  Thank you,

  ******

  Customer Care

  Customer Answer

  Date: 07/19/2022

  The frame was not "upgraded". The frame was corrected by the store to what I had originally ordered. There was no FREE UPGRADED involved in the case at all. And, I did pick up the glasses on 7/16 at 9 am when the store opened. This just goes to show how unorganized the store is. I have attached the receipts to prove. 

  On the form that came with my glasses the comments state: "frame not the animal print that the customer chose so customer wants a different frame now." 
  Its not that I want a new frame now. I want the frame I originally ordered. I was given the eye glass cleaning kit. But when in contact with customer service, I told them I would be reaching out to the BBB so no one else has the headache that I had in all of my experiences here. I am insulted that their solution was an eye glass cleaning kit to begin with when I not only was written the wrong prescription the first time I was there (the doctor confirmed it was the wrong prescription) but then my frames I ordered were wrong the second time.
  The first experience over a year ago I let go because we are human, and I gave a second chance. I called them and explained I was having headaches and the receptionist told me that this is normal, it will take some time to adjust to new glasses, to be consistent. I never reached back out, and never wore my glasses. When I went in this most recent time, I explained this to the doctor and he said, no, you were written the wrong prescription all together. These do not suit you, and they should not cause you headaches. I brought this to the attention of the employee who was helping me during this most recent frame pick up when I realized the frames were wrong. I did not even take the frames out of the case, I noticed they were wrong as soon as she handed them to me. 
  I will not be back and all of my friends are aware of the problems that were faced and the back handed solutions I was provided. 
  I am in the middle of moving across the country and had to make the trip back and still be treated poorly even in their responses. Their solution was an eye glass cleaning kit, and $16.00 when I have spent $200 BOTH times I've been to the establishment. 
  When I reached out to customer service on their website, it asks for the best way to contact you. I marked via email. The website states they will respond within 48 hours and it was a week if not longer of their reply and accept no responses back, you have to submit a new claim every time. 
  I am so frustrated with this. 

  Business Response

  Date: 07/21/2022

  Dear  *******************,

  I'm responding to the BBB case ******** filed by ***************************. The store manager ********, is willing to refund her back the remaining part of the money she paid out of pocket which will be a total of $146.43. The store manager will be in contact with the customer to inform her regarding the refund.

   

  Thank you,

  ******

  Customer Care

  Customer Answer

  Date: 07/22/2022

   
  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.
  ******** the store manager apologized on staff behalf, and gave a more than satisfactory solution. 
  

  I will adjust my review and appreciate the efforts into making this right. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/15/2022

  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.

  7/15 I went to eye doctor and requested a contact exam only. I was charged for a contact exam and lense exam. My insurance only cover one or the other which is why I only wanted contact exam.. They didn't even give me an lense exam. The spectacular rx exam they provided was contact lense exam. This happened at ***************************************** ************************************************* location.

  Business Response

  Date: 07/19/2022

   

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

  
  
  In response to the Better Business Bureau complaint filed by *************************; complaint #********.
  We sincerely apologize to ****************** for any service misunderstandings and service issues she may have encountered.
  
  After speaking with management in regards to the customers concerns, I was informed that ***************pay for a contact lens exam is $49, including the c/l fitting.  The area manager has contacted ****************** and they went over the pricing/benefits allowance and ****************** advised that she understands the costs. ****************** also has the option to contact our ***************** at: ************** if she may have any further insurance-related concerns. If ****************** has any issues in regards to her examination/ prescription she may contact the vision center if she would like to be re-examined within 30 days.
  
  We would like to thank ***************** for her feedback and for reaching out to us; ************* is available should she have any further questions.
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** & ********************

   

   

  Customer Answer

  Date: 07/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/13/2022

  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 THE STORE ON ********* ON 6/25/22 FOR AN EYE EXAM AND TO BUY GLASSES AND CONTACTS. I WAS TREATED RUDELY UPON ENTERING AND THE WHOLE TIME I WAS THERE. I WAS REFERRED TO AS "WHITE BOY" BY ******* AS WELL AS THE BLACK LADY WITH SHORT HAIR. I AM NOT A "WHITE BOY", I AM A CUSTOMER. AFTER PAYING OVER $400.00 FOR ********************** AND GLASSES I CAME BACK TO THE STORE TO PICK THEM UP ON 7/2/22. THEY BOTH CALLED ME WHITE BOY AGAIN SO I LEFT AND RESCHEDULED MY APPOINTMENT FOR THE 3RD TIME. I CAME INTO THE STORE AGAIN ON 7/9/22 AND HEARD "HERE COME THAT WHITE BOY AGAIN" AND I IMMEDIATELY WALKED OUT. I FILED A COMPLAINT AND WAS CONTACTED BY A LADY NAMED *******. SHE TOLD ME I WAS NO LONGER ALLOWED THERE AT THE STORE AND SHE COULD SEE WHAT SHE COULD DO ABVOUT A REFUND. SHE DID NOT WANT TO TALK ABOUT THEM CALLING ME WHITE BOY. SHE DID NOT ASK ABOUT ANYTHING THAT THE STORE EMPLOYEES DID WRONG. AND SHE WOULD NOT DISCUSS WHY MY HOSPICE NURSE COULD NOT BE IN THE STORE WITH ME. I MAY BE DYING, BUT I SHOULD AT LEAST BE TREATED PROPERLY UNTIL I EXPIRE, WITH CARE AND CONCERN FOR MY WELL BEING EVEN THO I AM TERMINAL. I CANNOT BELIEVE HOW I WAS TREATED. I HAVE LITTLE TIME LEFT HERE ON THIS EARTH, AND WISH I COULD HAVE SEEN DEATH COMING WITH SOME NEW GLASSES... BUT UNFORTUNATELY IT DOESNT SEEM LIKE I WILL BE ABLE TO .

  Business Response

  Date: 07/14/2022

  Dear *******************,
  
  I am responding to the BBB Consumer Complaint #********, filed by *****************************.We do apologize for the experience **************** feels he had at this location.
  
  Mr. ******* companion was advised that she could not enter the exam room while the customer saw the doctor which is our policy unless the patient is a minor.According to the manager the customer had the exam and left immediately. He called the store asking for a prescription or a refund. He was advised that we could not refund him for the exam as the services were performed but we could refund the glasses.  **************** stated that we have to let his girlfriend go into the back of the office with him because he has a medical condition and she needs to be with him because she has his medical supplies. This information was not included in the paper work that **************** filled out before his exam asking if he had any special needs.
  
  *************** claims the associates at the store called him white boy when he came into the store and he asked if that is alright with a store full of black people. The staff at no time heard anyone address **************** as White *** or with anything other than respect. According to the store manager, *******, *************** accused the staff in person of being racist and not accommodating him,and he mentioned suing us for not following *** guidelines. The manager informed **************** he can either come in to see the doctor or he can do the follow-up for his contact lenses at another location. **************** proceeded to say f*ck you n*gg*r to *******.
  
  ******* called ************* and asked that **************** be given a call to take his business elsewhere. He was called by Senior Representative, *******. ******* apologized to Mr.  Knight that things did not work out and requested that he take his business elsewhere. The customer asked if that was for all ******************** Best locations. She advised he will have to curtail his speech if he chooses to do business in any other of our stores. **************** also asked if ******* was black.  **************** stated And now here you are calling me about my behavior, how about you give me a full refund of my $400.00.  ******* advised we will refund him.
  
  *************** said he has a care taker who is his nurse, and are we asking her to go elsewhere also. ******* advised sir this is just about you, and **************** replied to ******* F*ck you Black N*gg*r b*tch, that he was calling his lawyer, and he disconnected the call.
  
  Unfortunately,due to Mr. ******* behavior and language at the store, the management and staff are uncomfortable continuing to service him. At this time **************** is no longer welcome at our ********, ** location. We have also issued a full refund in the form of a corporate check for **************** which he should receive next week. **************** is aware of this and we have verified his mailing address.
  
  If I can be of further assistance please feel free to contact me at the number below.
  
  Thank you,
  
  *******
  *************
  *******************

  Customer Answer

  Date: 07/14/2022

  At no point was an apology given to me. At no point did I ask for my nurse to go onto the exam room with me. I asked that she be allowed to sit in the waiting area with me and they told me she had to stand outside or sit in my car but only patients were allowed in the waiting area. At no point did Miss ******* on our phone call give me an apology and since all of the calls are monitored and recorded Im sure that by listening to this they will have a better understanding that not one single time was any of my concerns addressed whether I was told what I did and what I said and that was that.  I am not satisfied with this response at all.

  Business Response

  Date: 07/15/2022

  Dear *******************,
  
  I am responding to the BBB Consumer Complaint #********,filed by *****************************. Again, we do apologize for this unfortunate misunderstanding and the experience **************** feels he had at this location.
  
  We have investigated the matter in its entirety and feel it would best for all concerned that Mr.  Knight consider his eye care needs elsewhere. We certainly feel **************** deserves the best eye care available and we regret that we were not able to provide that for him.
  
  As previously stated, we have refunded **************** in full.
  
  Thank you,
  
  *******
  Customer Care

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17563894
  
  I am rejecting this response because: you ever refused to accept responsibility for anything that was said or done to me. You have refused to even acknowledge the fact that I was told my nurses aide had to sit outside in the hundred degree heat and was not allowed to be in the waiting area with me. And you refuse to even acknowledge the fact that youre racial employees called me white boy on more than one occasion
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/15/2022

  Dear *******************,
  
  I am responding to the BBB Consumer Complaint #********, filed by *****************************. As previously stated, we have investigated the matter in its entirety and feel it would best for all concerned that **************** consider his eye care needs elsewhere. Once again, we do apologize **************** is not satisfied with our apology and investigation.
  
  Thank you,
  
  *******
  Customer Care

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17563894
  
  I am rejecting this response because:
  I still have yet to receive a phone call apologizing to me or even acknowledging how I was treated. You told my nurse she could not sit the waiting area with me. I will not accept this answer. 
  Sincerely,
  
  *************************