Complaints

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

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  America's Best Contacts & Eyeglasses

  2000 Newpoint Pkwy STE E Lawrenceville, GA 30043-5577

• 

  America's Best Contacts & Eyeglasses

  617 Haywood Road Greenville, SC 29607

• 

  America's Best Contacts and Eyeglasses

  17233 Cole Rd Hagerstown, MD 21740-6981

• 

  America's Best Contacts & Eyeglasses

  1374 Martin Blvd Middle River, MD 21220

• 

  America's Best Contacts & Eyeglasses

  175 Quinn Dr Pittsburgh, PA 15275-1013

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:01/22/2025

  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.

  07/09/2024-I visit this place lots. on this visit i was only trying to get temp sunglasses to help with my cataracts until i could have my surgery. I explain to 3 different people that i only need something temporary to get me though my surgeries at the end of my exam after explaining again that I needed sunglasses to get me though my surgeries The gal nodded she only asked me one question, "what color do I want" I said the darkest, Shes said ok then handed me a bill for $268. I asked her why so much, she said for the ** visit and the lens I had another ** visit I needed to get to so I left. As soon as I was done and got home I called Americans Best & asked to speak to manager I was told she was not there I explained I had a problem with the $268 for a pair of temp glasses I was told because I only order one pair so I needed to pay for the ** visit & the glasses plus the polaroid and other stuff that was not discussed. I was told to call back or make an apt with ***** the Mgr. After leaving a bad review the Mgr reached out to me. we seemed to resolve the issue. I was to go back in and get whatever glasses i wanted and that they would take care of it. about 2 months ago i went back to get **iving glasses again temporarily until i had another surgery for a total of 4 surgeries. I told them I would pay for 2 pairs $89.00 just so there was no confusion with the nice pair i would need after all my surgeries now $357 Today 12/28/2024 9:10 am I went in for my final time now that all my surgeries were done time for my new glasses i picked 2 new pairs of frames and the same gal was helping me, without explaining anything she told me i needed to return the last 2 pair of glasses i bought i ask why? I needed them, she said well I'll let you have one of them but don't tell anyone she never explained, i needed bifocals she could not help me. then wanted me to give up the sunglasses i 1st bought I at no time was told i need to return my paid ones. I was told to keep or donate

  Business Response

  Date: 01/28/2025

  Dear Customer Relations Representative,

  We are in the process of researching this complaint with management. However, we are asking for extra time from your offices to conduct our research and respond to Ms. ******** accordingly. Thank you in advance for your time and mediation.

   

  Sincerely,
  
  Customer Care
  ******************** Best ********************** and ******************** 

  Business Response

  Date: 01/31/2025

  Dear Customer Relations Representative,
  
  In response to BBB Consumer complaint ID #********, filed by ******* ********.We truly apologize for any customer service issues that occurred at the Americas Best store location in ****, ***
   We have addressed the customers complaint with the General Manager, *****. The customer was offered two complete pairs of glasses of her choice, free of charge, as compensation for any inconveniences she encountered.
   Please know that we have addressed all concerns with leadership, and this will remain on file at the corporate office. If *********** has any further questions, she may contact us directly at: **************.
  
  Thank you for your time and mediation.

• Initial Complaint

  Date:01/22/2025

  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 husband visited Americas Best in November of 2024 and purchased contacts. He paid in full at the time of service and now we are receiving a bill from National Vision, Inc. for $111.98. We called Americas Best since we were unable to get through to National Vision and they confirmed that our balance was zero and that they arent sure why we are receiving a bill. Our insurance covers up to $130 per year for contacts and we paid for the exam in store so we will not be paying this invoice. Please correct this discrepancy immediately. -***** ****** Invoice for ***** ****** invoice#****** Invoice date 1/13/25 Customer id ********** Invoice amount $111.98 Patient id *********** Store #****

  Business Response

  Date: 01/25/2025

  Hello,

  I apologize for the inconvenience.  It appears that our POS system reached out to **************** as it did last year and pulled in "eligible" benefits.  However, once the claim was submitted to the insurance, it was denied.  Also, you would have received an Explanation Of Benefits (EOB) showing this.  I am also showing records of possible benefits through *******, and I'm happy file that as well for you.  Will you please contact our office at ************ so that we can validate with you who the primary insurance is along with all of the proper demographic information needed for billing purposes.  Again, I apologize for this inconvenience.  We appreciate your business and look forward to service you for all of your future eyecare and eyewear needs.  

  Kindly, 

  ****

• Initial Complaint

  Date:01/16/2025

  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 placed an order for contacts on 12/21/24 that remains unfulfilled. I have called and emailed the company but am getting no response in return. Online it says the order is processing, but it is almost a month now. All I want is for the company to respond. I don't think it is inappropriate to request a realistic ETA on the item as I need them to actually see. This impacts my ability to work and drive, so it's not a light matter for me. I need the company to be more transparent about my order or process a refund.

  Business Response

  Date: 01/16/2025

  Compliant ID: ********

  Complaint filed on 01/16/2025: ***** ********

   

  To Whom It May Concern:

  I am responding to the complaint filed by Ms. ********* I have notified Ms. ******** on 01/16/2025 that a message was sent to her on12/30/2024 informing her that her contact were ready for pickup. Ms. ******** stated she did not receive the call but will pick them up on tomorrow 01/17/2025. 

  If I can further assist you please give me a call at our ************************ ***************

   

  Thank you, 

  ******

   

• Initial Complaint

  Date:01/09/2025

  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.

  On 11/25/24 I went to Americas Best to have my prescription finalized and to get a copy of my prescription. Unfortunately, I had the most unpleasant experience with ***** at 9:30 am at the ****************************************************. I told ***** that I wanted to finalize my prescription and get a copy. She stated the prescription was showing that it was finalized in February. I explained that I came in for the initial exam in December but due to the medical diagnosis that involved an eye injury, I was unable to try out the trial lenses that were ordered in January because at the time I could not have anything inserted in my eyes. My eye injury took months to heal before I could try out the lens. That being said I had called a week before coming to have my prescription finalized so the prescription date should not be expiring on 12/7/24. ***** proceeded to tell me she could run call the doctor in and attempted to run my insurance for another exam without my permission which would have been considered fraud under the company. **** for America Best my insurance would not allow for another eye exam until December 7th which saved the company from a lawsuit for for a fraud transaction. ***** then refused to help me and had a very bad attitude. I reported her and my experience to ******************************* on 11/25 at around 2:30 pm. However, customer service did nothing to rectify the incident so I decided to use my insurance and purchase my lens with another company that valued me as a customer. I also have no plans of shopping with America Best going forward sadly after being a customer for over 20 years.

  Business Response

  Date: 01/17/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ******* We certainly apologize for the experience she had at our ***********, ** location.
  
  I have forwarded Ms. ******* concerns to the District Manager of this location, *****. He will be reaching out to Ms. ****** within ***** hours.
  
  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.

  Customer Answer

  Date: 01/23/2025

  Awaiting, final resolution after speaking with the district manager. Due to server weather Americans best locations are closed. I will update after I can go to the facility to see what has been done to rectify the issue.

  Thank you.

  Business Response

  Date: 01/31/2025

  Dear Customer Relations Representative,
  
  I am responding to the BBB Consumer Complaint #********, filed by Ms. ******* We certainly apologize for the experience she had at our ***********, ** location.
  
  Please thank Ms. ****** for her update here. ***** also let me know he was able to get in touch with her. I understand ***** will be working with Ms. ****** to get everything resolved once the weather clears up. Please have Ms. ****** contact us if she may need any further assistance. 
  

  Thank you,
  
  Customer Care Leadership

  
  

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have spoken to the district manager who was very pleasant and understanding. He was able to rectify the situation and has provided a solution that was acceptable to the company and I.  Thank you for providing great customer service. I look forward to doing business with the company in the future.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/08/2025

  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.

  On 11/14/24 I visited *******'s Best at ******************************************. During my visit I ordered 2 pairs of glasses and received trial contacts (of the same prescription strength) to try a new brand. Over the next few weeks - my glasses were hurting my eyes and I followed their directive of giving it a few weeks to adjust. I would rotate between wearing my trial contacts and then the next day the glasses. They simply were wrong causing blurred vision, headaches and vertigo. On 12/9/24 I went back to the store to place my contact order. I also mentioned my glasses issue and that they were impossible to wear. They offered to correct the issue and I should have my glasses back in roughly 10 business days. Its been 30 calendar days and I still do not have my glasses. I've called three times and today, 1/8/25 I was told they were not sent to the lab until 12/30/24! When I stated, they have been there since 12/9, the holidays were blamed for the delay. Regardless, I still do not have my glasses and I still have the second pair that need to be corrected as well. The store advised for me to hold onto them until the first pair were corrected to ensure the prescription was correct. I am a repeat customer of over five years and I absolutely adore ******** - he is the only one I go to. I have never encountered an issue like this. In fact, they have always came earlier than the 10 business day rule. I am waiting for something I was promised to be delivered around 12/23/24 (10 calendar days) BEFORE the holidays even occurred. Also - how long will it be until the second pair are submitted and corrected that are still in my possession? I tried calling corporate only to be transferred back to the local store. There is no way for consumers to monitor their orders besides calling for updates? This is 2025 - there should be a tracking system for customers to triage and have self help options rather than calling repeatedly. It will take 8 trips to remedy this issue start to end.

  Business Response

  Date: 01/16/2025

  Dear Customer Relations Representative:

  
  We are responding to the Better Business Bureau complaint filed by ******* *******; BBB complaint ID#********. We thank Ms. ******* for contacting us and for providing us with the details of her concerns. We sincerely regret any order delays ********** has incurred during the delivery of her eyeglasses, as well as the lack of updates on her order during the holidays. We assure Ms. ******* that her eyeglass order is a priority for us, and we greatly value her business. We have addressed her concerns with management and the General Manager, ********, has addressed these concerns with her the staff. She has also contacted Ms. ******* to apologize for any delays, and she has informed Ms. ******* that her order is ready for pick-up.  
  
  If Ms. ******* has any further questions or concerns , she will personally be assisted by the general manager, or she may of course contact our ************* Team directly at:**************. We want to thank Ms. ******* for allowing us to service her eyewear needs, and for the very positive feedback on the customer service rendered by ********.
   
  We thank Mr. ******* kindly for allowing us to service his eyewear needs, and we look forward to assisting him upon his return.
  
  Thank you for your time and mediation. 
  
   
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:01/07/2025

  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 requested my P.D after having my eye examination and I was told by **** that I couldn't have that information.

  Business Response

  Date: 01/16/2025

  Dear Customer Relations Representative,
  
  We are once again responding to the Better Business Bureau complaint filed by ***** ***********; complaint ID #********.  
  
  We have forwarded her request for her PD (pupillary distance) measurements to the general manager, ****.  She has attempted to contact *** ***********,and she has left her a voice mail message offering her assistance. The PD measurements are taken by the Licensed Optician when a customer places an order for ************************ we dont show any eyeglasses orders on *** ************ order history. If *** *********** would like to return, or contact, **** at the vision center, she will assist *** *********** with this matter.
  
  We thank *** *********** for contacting us and we thank your offices for your time and mediation.
  
  
  Thank you again for your time and mediation.
   
  ******************* Care Specialist
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:01/07/2025

  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.

  The America's Best Contact and glasses on ****** **** prescribed my daughter the wrong prescription for glasses. I decided to come to this store since I work here to get a replacement. The general manager did help me but I had to use my warranty to cover the glasses for my daughter. I was called on 1/3/2025 at 12:46pm and 12:47pm to inform me that my daughter's glasses were ready. I went to get them today 1/6/2025 to find out they have been given to somebody else and they were not at the store. My personal information was on the paperwork and they had to be signed for. This is a problem to me. Now somebody else's child have the wrong prescription and her or his eyes will be damaged.

  Business Response

  Date: 01/10/2025

  Complaint ID: ********
  Date Filed:1/7/2025
  By: ********* *****
  
  To Whom It May Concern:
  
  I am responding to a complaint filed by Ms. ********* ***** on behave of her daughter ***** ******. Ms. ***** called to report when picking up her daughter's glasses she was informed they could not locate her daughter's glasses. She was informed they may have been given to the wrong person by accident. Her glasses were dispensed to another ****** by accident, due to the customer being in a rush, and the glasses were not tried on. No, personal information is on the order other than the name. When the customer realized she was given ******* glasses they were returned the next morning. 
  Glasses were immediately reordered and a rush was placed on the Order. The customer was called the next day and told the glasses had been returned and she could pick them up.
  To my understanding, this matter has been corrected and an apology was given as well as a promise of the second pair for the inconvenience. 
  

  If I can further assist you please give me a call at our ************* Department.

   

  Thank you, 
  ******

• Initial Complaint

  Date:01/06/2025

  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.

  Worst experience ever after leaving for a couple of yrs because of this same reason. Scheduled and contact exam back in Sept 2024 Still Havent Received them Yet. Left them about 2 yrs ago because of the ********************** Came in and Was Entered as a New Patient(Created whole New File) which in fact i Wasnt (Over 10yrs of Going to Them) when I tried to explain that I should already be in the system I was told after so many yrs it automatically erases my History (Lies). So instead of paying my regular Co-Pay I had to pay the ****************Pay which was Higher than I Expected? Went through the Exam And a Trial Pair was Ordered. Me thinking that I was able to use my insurance for Contacts. Then thats when they Told me that I would have to come to a Follow up Appointment Because I was a New Patient. Again I Trued to Explain that I was not a New Patient and Id been wearing ********************** for yrs. ************* Approve my Prescription Until I Showed up to The Follow up. With Finally an Approved Prescription The Remainder of my Insurance was Used to Purchase My Prescription. After being told Id be Notified within 2 weeks from that date. I Called up to check myself on the Status and was told they were on back order??? So I Waited Another 2 weeks with No Updates AGAIN. Staff Still Stating Theyre on Back order. By Then I Began To Question whether They Could Communicate With the Manufacturer their self and was immediately told that there was not a way to contact them. They insured me that they would give me an update on the situation again Never received a call back.After Another 3 weeks I called Frustrated about The Overall Process of my Situation. Going on 3 months Without My Prescription and Not anyone Seeming Concerned I Came to the store in person to see what was going on. Again Told still on back order theyll give me a call with Updates. Another week went by so I called again Checking on my Order. Finally got the Answer had to cancel and reorder your contacts

  Business Response

  Date: 01/09/2025

  Dear Customer Relations Representative,

  
  We are responding to the Better Business Bureau complaint filed by ******* ********; complaint ID #********.  We sincerely apologize for any delays and/or customer service concerns Mr. ******** has incurred when he placed his most recent contact lens order.
  
  Our records indicate that he purchased a contact lens exam from our ********, **- ****************************************** on 09/09/2024. Diagnostic lenses were also ordered for him, and they were dispensed to him on 09/19/2024. On 10/31/2024 he then visited out ********, *****************, vision center and had a follow-up visit at that location and he also ordered contact lenses (2 boxes) for him in the *** of $151.98. That contact lens order was placed; however, it was not received in a timely manner due to the contact lens manufacturer delays. Mr. ******* was refunded for that order on 12/20/2024. His benefits were reinstated and if he would like to verify this,he may contact our *********************** at **************.
  
  As compensation for the product delays he experienced, the General Manager, Ketiema, has placed a 6-month (6 lenses for each eye) contact lens supply order for ************** at no charge to him. The manager has conferred with the District Manager and as compensation for the product delays, she has also enrolled Mr. ******** in our ************ Membership for the next 3 years- as a customer courtesy. This membership normally costs $129, and it consists of free eye exams and follow-up visits, as well as 10% off discounts on any purchase to our customers. Mr. ******** was not charged for the 6-month supply of contact lenses, nor was he charged for the 3-year ************ membership. We are not able to compensate him for transition lenses or anti-glare however, if he wants to purchase a pair of eyeglasses and NOT use his insurance benefits, he may do so at a discounted price by coordinating this with the General Manager of the ********,****************** location.
  
  We thank Mr. ******** for his feedback and for his patronage, and we do regret any contact lens manufacturing delays he has incurred. Once his 6-month supply of contact lenses arrives at the ********, ****************** vision center, he will be notified of this. If Mr. ******** has any further questions, he is welcome to contact the vision center manager, or he may our ************************ directly at:**************.
  
  
  Thank you for your time and mediation.
   
  
  ************* Leadership
  ******************** Best ********************** and ********************

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22765867
  
  I am rejecting this response because: stated in the Past that I did not want to Have any Future done With Americas Best Contacts and Eyeglasses. There the ************* is Something that Will *** Do Any Good in this Situation. I Have not been Refunded the Co-pay for the first Exam and was expected to pay another co-pay to reuse my Insurance the second time. ************* was One Of My suggestions not Americas Best and was not my initial demand for being inconvenienced and served as a Loyal Customer unprofessionally. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/13/2025

  Dear Customer Relations Representative,

  
  We are once again responding to the Better Business Bureau complaint filed by ******* ********; complaint ID #********.  We sincerely apologize for any delays and/or customer service concerns Mr. ******** has incurred when he placed his most recent contact lens order.
  
  We regret to know that Mr. ******** does not wish to take advantage of the ************ membership however, he it is available to him, and he may still have the 6-month (6 lenses for each eye) contact lens supply order that management has ordered for him.  If Mr. ******** wants to purchase a pair of eyeglasses and NOT use his insurance benefits, he may do so and receive a 50% off discount on one pair of eyeglasses. This discount is applicable if he visits the ********, **- ************** location and if the eyeglass order is processed by the General Manager.  We are not able to combine any discounts in combination with insurance benefits.
   
  
  Thank you again for your time and mediation.
   
  
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  Date:01/06/2025

  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 ******* best to acquire glasses. I have the exam and they said to me oh you can get up to $400 in frames thats all the insurance does for United healthcare they wanted me to pay an extra amount of money over $200 for the actual lens. I called United healthcare and apparently you all are double dipping! I will spread this to everybody, I can find shame on you!

  Business Response

  Date: 01/13/2025

  Hello, 

  I am sorry.  I do not see an insurance claim on file for you for materials.  I only show the exam.  Will you please contact our office at ************.

  Kindly, 

  ****

• Initial Complaint

  Date:01/06/2025

  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.

  On 12/19/24 I had an Eye Exam which resulted in my buying 2 Pair of Glasses as per an advertisement offered at this America's Best location in *****, **. ******** is the employee who entered all my info into the computer and went through the paper work for this Exam + 2 Pair of Glasses. At the end of the appointment she said my total would be $317.37 because Americas Best was not in my Insurance Network so I had to pay that higher amount out of pocket. I paid the out of network amount of $317.37 in full for this Exam + 2 Pair of Glasses and was told the 2 Pair of Glasses would arrive within ***** Business Days. I called today 1/3/2025 and asked if my 2- pairs of glasses were ready because I had not received any notification yet from Americas Best. The person who answered the phone looked in the system and said she was seeing only 1 pair had arrived and that is why they hadn't called me yet, because they were trying to find out when my 2nd pair wasn't delivered to the store yet.After being on hold for nearly 10 more minutes, a different employee came on the line and said they had realized an mistake and I will only receive 1- pair of glasses and that the 2nd pair was not going to be delivered as promised. I questioned them and said my appointment and all I was told during my appointment indicated that my payment of $317.37 that I paid was for an Exam + 2 pair of glasses and that I was even given a choice of certain frames based on that advertised special.I called ************* number and I was told the employees should have explained it to me better and only one pair of glasses actually was included in my order. When I asked ************* to make this right, they basically told me the employees at this Americas Best Location were the ones who made the error and probably needed to be trained better. Each store is a franchise and they were sorry for my terrible customer experience but there was nothing they could do to rectify this situation.

  Business Response

  Date: 01/07/2025

  
  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by Ms. ***** *****;complaint ID #********.  We regret to know that Ms. ***** is unhappy with her purchase. Our records indicate that Ms. ***** contacted our ************************ because she was seeking her eyeglass order for 2 pairs and when contacting the vision center, the associates were unable to locate a second pair of eyeglasses for her.
  
  According to our order history/records, Ms. *****, ordered one pair of eyeglasses using her insurance benefits/discount plan. We are indeed in network for her insurance and the total she paid was indeed $317.17. If Ms. ***** would be like to discuss the details of her benefits coverage, or anything else pertaining to her insurance plan,she is welcome to contact our *********************** at **************.
  
  The vision center manager,******* has also spoken with Ms. ***** and apologized for any misunderstandings she has incurred: Ms. ***** may opt to request a refund within 30 days from the purchase date,  or if she would like to add a second pair of eyeglasses to her order, she may do so and receive a 40%off discount on a 2nd pair.  
  
  The advertised specials we offer are of course available to all our customers however, these offers cannot be combined with any insurance benefits. We would like to thank Ms. ***** for her business, and we look forward to continuing to service her eyewear needs. If she has any further questions, she may contact our ************************ at: **************.
  
  Thank you for your time and mediation.
  
  
  ************* Leadership
  ******************** Best ********************** and ********************