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

  3505 Ambassador Caffery Pkwy. Lafayette, LA 70503

• 

  America's Best Contacts and Eyeglasses

  17233 Cole Rd Hagerstown, MD 21740-6981

• 

  America's Best Contact & Eyeglasses

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

• 

  America's Best Contacts & Eyeglasses

  8000 Mcknight Rd Pittsburgh, PA 15237-3000

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:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today (3/10/2025) I called the ********** , ** location to get my records sent to my new doctors office, as they wanted to know the type and all the specs of my previous contacts. The woman on the phone said let me check if we can do that. I said ok. She came back and said Id have to come into the office to get my documents. I then informed her I moved to ******* and coming to the office was not an option. She let me know I could go to any office and get the information. I then quickly, while she was on the phone, googled that there were none where I was located. I asked if they could email me over the documents to my email address that they had on file. She said let me check. She comes back and says no we cannot email, only give them in person to verify who you are. I said ok, so just to be clear, Im being denied my medical history which under *****, Im legally allowed access to. She then said I could speak to her manager. I hold for about 5 minutes. The manager answers, shes asks how she can help me. I explain it all again. And she states, we have no way to verify its you asking for the forms unless you are in the store. And i said so you cant send me any forms via email to fill out saying Im requesting this information. She said no. I again, explain under HIPAA Im legally allowed access to my documents and that she is denying me of my documents. She very kurtly states, no one is denying you that. And I again reiterated that she is saying the only option is for me to come to a store on the opposite side of the country to get the forms and i said that thats an unreasonable request. I informed her i would also be filing a HIPPA complaint and she hung up. All I want is my records of my prescription, and my legally requested documents. I have also filed a complaint with *** for this blatant HIPAA violation.

  Business Response

  Date: 03/13/2025

  Dear Customer Relations Representative:

  
  We are responding to the Better Business Bureau complaint filed by ***** *********; BBB complaint ID# ********. We thank Ms. ********* for contacting us regarding her request for records. We have been in touch with Ms. ********* and we discussed her concerns; this matter has been resolved, as her records have been faxed to the provider of her choice via fax on 03/12/2025.
  
  If Ms. ********* has any further questions or concerns; she is welcome to contact our ************* Team directly at: **************. We thank her for her time and patronage.
   
  Thank you for your time and mediation. 
  
  ************* Leadership
  America's Best Contacts and Eyeglasses 

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased eye glasses on Feb 8, 2025, I was contacted 2 weeks later to pick up my eye glasses. The glasses I picked up were not my glasses. Wrong frame wrong prescription. I took the glasses back, and was told my glasses were being worked on in the lab. I contacted the store the person on the phone asked if I was that African American lady, she did not request my name, this how she identified me. I have contacts Americas Best and have spoken to numerous individuals who stated they would give me a status update, no one has called. I was told on 03/7/2025, that my glasses were lost due to a freight shipment. It is a month later I still have no status on my eye glasses and was racially discriminated against.

  Business Response

  Date: 03/14/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #*********filed by Ms. ******* *******. We certainly apologize for her experience in store.
  
  I am the ************* supervisor who spoke to Ms. ******* when she called into our ************* department on 2/28/25. At that time her concerns had been forwarded to the District Manager, *******.
  
  I also forwarded this BBB complaint to ******* as well. She has informed me that shes personally spoken to Ms. ******** as well as the store manager has. They have offered Ms. ******* a pair of complimentary sunglasses, which I see the order has been placed for those. At this time this issue should be resolved.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  ************* Team Lead

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill for contact lens , I was told at the time I paid all that was due. It took them over 30 minutes to run and set up my pay amount that day. I was told that my benefits cover the rest, If I pay the ***** it means I paid over 2/3 cost of the lens. I have not received any EOA form VPN my insurance stating I owe this. Since I had not used any benefits that year, I am confused how I still owe. I also think the bill should have been more timely, Asking this much later looks like your trying to make up cost. I bought these in 2024. Insurance paid ***** and I paid ***** at the time.I was also not taught how to remove the Lens and this caused me distress when I tried the few weeks later, Thanks to another store and a kind employee ( Manchester store) I can use them and not bruise my eye trying to remove.

  Business Response

  Date: 03/19/2025

  First, I would like to apologize for the late billing to the customer.  We try our best to understand the customers benefits that they pay premiums for.  We work hard with the insurance to make sure that the full benefits are paid out before we bill the customer.  The last thing we would want to do is bill a customer for a service or a product that should have been covered by their insurance.  We are a healthcare company just like a hospital, primary doctor office, urgent care, dentist, etc.  We bill claims on the patients behalf to their insurance.  It is the insurance company's responsibility to notify their members of status of the claims via an EOB(Explanation Of Benefits).  We have our customers sign a patient responsibility form acknowledging that they are responsible for any unpaid balance by their insurance, just as all healthcare businesses do.  The receipt that the customer has shows an "estimated insurance" amount for this reason.
  
  Again, I apologize for the late billing.  As a one time courtesy I will take care of this $42.50 remaining balance.  If there is anything else needed, please feel free to reach out to us.

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THEY ARE REFUSING TO LET ME KNOW WHERE THE CHECK THEY CLAIM TO HAVE MAILED OUT IS, AND I WANT MY REFUND AS IT HAS BEEN A MONTH AND THEY HAVE NOT SENT OUT MY REFUND. THEY ARE THIEVES! and ****** IS A LIAR!!!!! and MANAGER ******* DOES NOT ANSWER THE CALLS OR CALL BACK FROM VOICEMAILS.

  Business Response

  Date: 03/11/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ******* We certainly apologize for the issues she has had in receiving her refund check.
  
  I am the ************* supervisor who spoke to Ms. ******* relative, Ms. ***************** 3/10/2025. I am the only manager in *************, and unfortunately when she called our department multiple times in a row yesterday morning, I was on another call. Therefore, I was unable to speak to her in that moment. Ms. ******* only left me one voice message, which was quite brief, and she did not leave a name or call back number.
  
  I had just hung up with my previous caller when Ms. ******* called back again, and I was able to speak to her. Ms. ******* expressed how frustrated she and ********* were that they had not received the refund check that the store had issued originally on 2/3/2025. Looking over Ms. ******* account, it appeared her address had been incorrectly entered by the store location. I also confirmed with Ms. ******* our case notes from when she had called in before. I did apologize for this inconvenience, and I certainly understood how frustrating this has been for them. I also explained Im unsure what occurred to delay the check further.
  
  I assured Ms. ******* that I was emailing our ****************** as we spoke,asking for an update on the check that was to be reissued and expedited per her conversation with my agent, Arijana, on 3/6/2025. I assured Ms. ******* that as soon as I heard back from them, I would contact her. I also provided her with my direct number and ext so she would have a direct line of contact for me.
  
  As soon as our ****************** emailed me back in the afternoon on 3/10/2025 around 2:30pm EST, I called the number we have on file for Ms. ******* I left a voice message stating that Banking confirmed *** did not pick up from them on Friday 3/7/2025, and the check was sent out the morning of 3/10/2025. I added that I would call back once I got the tracking number.
  
  I called Ms. ******* number again this morning 3/11/2025 around 10:30am EST and spoke to Ms. ******** I provided her with the *** tracking number 1ZW0329X0155956651,showing *** for delivery today 3/11/2025. If there are any delivery issues, I advised Ms. ******* to please contact *** directly as once the package is in the hands of the carrier, its out of our control.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  ************* Team Lead

  Customer Answer

  Date: 03/19/2025

  THEY ARE REFUSING TO LET ME KNOW WHERE THE CHECK THEY CLAIM TO HAVE MAILED OUT IS, AND I WANT MY REFUND AS IT HAS BEEN A MONTH AND THEY HAVE NOT SENT OUT MY REFUND. THEY ARE THIEVES! and ****** IS A LIAR!!!!! and MANAGER ******* DOES NOT ANSWER THE CALLS OR CALL BACK FROM VOICEMAILS.

  Business Response

  Date: 03/20/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********,filed by Ms. ****** ******.
  
  Per the Additional Comments from Consumer, it looks like the original complaint that had been filed was copied there. I am not seeing any new information added.
  
  Im not sure what else Ms. ****** or Ms.Shanoya need. The refund check was expedited to them via **** tracking number 1ZW0329X0155956651.Per the *** website the check was delivered on 3/11/2025. I checked with our ****************** who confirmed the check has not been cashed yet and is still outstanding.
  
  Thank you,
  
  *******
  Customer Care Team Lead

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to America's best feb got an eye exam bought 2 pairs of glasses I waited a week got the glasses went home it didn't seem right went back the store manager *** said the measurements were wrong she did them over waited another week to get glasses went back I told her I have to tell my head to far for the reading so she said I should get glasses just for reading and a pair just for distance so I ordered a pair just for distance but when wearing the glasses my eyes get really red I asked the doctor she said glasses should not do that I made a medical visit the doctor testes me and said the measurements was still off she told the store manager to change the measurements I went back to the store manager she said we are done here I should listen to her and she not changing the measurements I went home called customer service they said wait until the lenses come and call back and they will send me to another store I got the glasses feb 28 it was a Friday so I called customer service Monday march 3 left two messages noone has called me back today Tuesday march 4 I have called 4 times and just keep getting sent to voice messaging it's been over a month and I have not gotten my glasses or a resolution

  Business Response

  Date: 03/07/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Mr. ******* *****. We certainly apologize for the issues he experienced at our vision center.
  
  I forwarded Mr. ***** complaint to the District Manager, *******. She informed she personally took care of him at the vision center today 3/7/25 and has reordered his glasses. At this time everything should be resolved.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care Team Lead

• Initial Complaint

  Date:02/22/2025

  Type:Order 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 February 21 for an eye exam at 4 pm at ***************************************************** I was charged $69 instead of $89. When I asked *** about the price discrepancy, the cashier, he stated that $89 was the cost of the exam After reviewing the receipt, I realized there was a $20 upcharge.I drove up to inform them of the mistake. *** stated that I had approved the charge by signing a form and having the images taken. However, I stated I was not informed of the additional charge, did not approve any extra fees, and did not sign any form. I requested to see the form, but he told me it had been shredded.I asked why the charge wasnt explained when I inquired about it before i paid. *** responded that it was not his job to explain the charges. Another associate *** stated that she did not have the authority to adjust the charges and suggested I speak with the manager.I informed *** that I would also leave a negative review regarding this experience. *** sarcastically encouraged me to do so, nodding his head while thanking me. I told him he shouldnt be thanking me after refusing to explain the charges.*** then said that we needed to leave because they were closing. I pointed out that it was only 6:25 PM and that their ****** business hours stated they closed at 7 PM. I also reiterated the reason for our visit.She expressed some empathy and advised us to return when the manager was available. I thanked her for her kindness, as I did not receive the same courtesy from ***, who was argumentative and showed no willingness to help.

  Business Response

  Date: 02/25/2025

  Dear Customer Relations Representative:

  
  We are responding to the Better Business Bureau complaint filed by ****** *******; BBB complaint ID#********. We thank Ms. ******* for contacting us. We do apologize for any service concerns and pricing misunderstandings the customer has incurred.
  Please know that Ms. ******** complaint has been addressed by management. The general manager, *******, has contacted Ms. ******* to apologize and to offer his assistance.
  The Retinal imaging portion of her pre-testing part of the eye exam is optional and its an additional $20 fee.
  
  At this time Ms. ******* was invited back to the vision center and the manager has assisted Ms. ******* on 02/24/2025 by refunding her for the $20 Retinal imagining portion of her eye exam. If Ms. ******* has any further questions or concerns, she is also welcome to contact our ************* Team directly at: **************.
   
  Thank you for your time and mediation. 
  
  ************* Leadership
  America's Best Contacts and Eyeglasses 

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ***************** Insurance paid for my glasses. The glasses are not right. The axis is wrong. My left eye or left lense seems to be ok but the right lense is distorted. It gives me a headache to wear them. The bifocal is wrong as well. The people working there seems incompetent. The Best American business is located on *********** in **********, *******. Worst pair of glasses that I have ever worn and I am 74 years old . I did not get a receipt for glasses. I went back 4 times to get them readjusted. They failed to give me a receipt.

  Business Response

  Date: 02/27/2025

  Dear Customer Relations Representative:

  
  We are responding to the Better Business Bureau complaint filed by ****** ****;BBB complaint ID#********. We thank *** **** for contacting us and we regret to know that he is having difficulties with his most eyeglass recent prescription.
  
  Please know that *** ***** complaint has been forwarded to management and our records indicate that the General Manager, ***** has contacted *** ****,and he will be assisting him with his order/prescription correction. If ******* has any further questions or concerns; he is also welcome to contact our ************* Team directly at: **************. We thank him for his time and patronage.
   
  Thank you for your time and mediation. 
  

  
  ************* Leadership
  America's Best Contacts and Eyeglasses 

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in on the 9th of November to get an eye exam for glasses and contacts, even paid extra for the high end technology for the eye test. I got my glasses on the 27th of November but my contacts were no where to be found. I was told on my initial visit that since I would be a new contact lens wearer, they would hold a class explaining to me how to put them on and also make follow up appointments for fitting of the trial lenses that I get so I can have my final prescription. I went in like 4 times to ask for my trial pair of contacts and they kept telling me they dont have it, the new year came and I felt like something was wrong so I had to escalate the issue and email a district supervisor twice before I was able to get the trial pair on the 27th of January. I walked in and they just nonchalantly handed me the trial contact lenses, no education, no talks on the follow up fitting and it wasnt like the building was busy or anything, the workers were just there talking and sitting on their phone. It was bad enough that I had to wait over 2 months to get a service I paid for, and its even worse that I never got the full service I paid for because I do not have my contact lenses prescription till this day due to them not upholding their end and following up with the fitting or education. This is the most unprofessional business place ever, they are just out to get your money and have no sense of professionalism at all.

  Business Response

  Date: 02/24/2025

  Dear Customer Relations Representative:
  
  We are responding to the Better Business Bureau complaint filed by ****** *******; BBB complaint ID#********. We thank Ms. ******* for her business, and we do apologize for the service/product delays that she has encountered at our ***********************************************
  
  At this time, we show that Ms. *******s contact lens prescription is not yet finalized by the doctor. The prescription is finalized by returning to see the doctor for a follow-up visit. The vision center manager, Will, has attempted to contact Ms. ******* twice to offer further assistance; he has left a voicemail message as well. We ask that Ms. ******* please contact Will at: *************,if she would like to be assisted with the finalization if her contact lens prescription.
  
  We look forward to assisting Ms. ******* with her eyewear needs. If Ms. ******* has any further questions or concerns, she is also welcome to contact our ************* Team directly at:**************.
   
  Thank you for your time and mediation. 
  
   
  ************* Leadership
  America's Best Contacts and Eyeglasses 

• Initial Complaint

  Date:02/15/2025

  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 went to this establishment to get a contact fitting. They did the exam but they did not have any trials for me to use. It has been almost a month and they still have not contacted me to come back in and finally use the trials to then finally ORDER contacts. I have reached out to them many times and I keep receiving the same thing. They either tell me they will get back to me the same day or another day but they never do and I have called multiple times and gotten this same answer.

  Business Response

  Date: 02/18/2025

  Dear Customer Relations Representative:
  
  We are responding to the Better Business Bureau complaint filed by ***** *****; BBB complaint ID#********. We thank Ms. ***** for her business, and for contacting us regarding her contact lens diagnostic lens order. Our records indicate that Ms. ***** has been contacted regarding her diagnostic lenses; the lenses have been dispensed to her on 02/17/2025 and she has been provided with her prescription.
  
  We apologize for any customer service delays, and we look forward to continuing to service her eyewear needs.If Ms. ***** has any further questions or concerns, she is welcome to contact our ************* Team directly at: **************.
   
  Thank you for your time and mediation. 
  
   
  ************* Leadership
  America's Best Contacts and Eyeglasses 

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left Recspecs by Liberty, challenger xl frames with Am best at ***********************************, ********************************************** to have new lens put in. They lost the frames worth on the order of $175.00 and will not replace them. I now do not have my work safety glasses and am out the $175.00.

  Business Response

  Date: 02/18/2025

   

  Dear Customer Relations Representative:
  
  We are responding to the Better Business Bureau complaint filed by ******* *********; BBB complaint ID#********. We thank Mr. ********* for his business and for contacting us. Our records indicate that his Recspecs eyeglass order was not lost, and the order is now completed and ready for pick-up; Mr. ********* has been notified of this on 02/18/2025.
  
  We apologize for any order delays; Mr. ********* has also been refunded the $55.00 he paid for his lenses due to any order misunderstandings. If Mr. ********* has any further questions or concerns, he is welcome to contact our ************* Team directly at:**************.
   
  Thank you for your time and mediation. 
  
   
  ************* Leadership
  America's Best Contacts and Eyeglasses