Business Profile

Contact Lenses

America's Best Contacts & Eyeglasses

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

485 total complaints in the last 3 years.
167 complaints closed in the last 12 months.

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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:05/05/2025
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.
To Whom It May Concern,I am writing to file a formal complaint regarding an unacceptable experience my minor daughter Lily'*** ****** and I had during her recent eye exam at America's Best in **************** NJ on May 3, 2025.Dr. ********* ******* who was conducting the exam displayed behavior that was unprofessional, dismissive, and frankly, inappropriate for any healthcare settingespecially one that serves children. From the start of the appointment, the doctor appeared rushed and impatient. When my daughter tried to explain that she could not see clearly through the lenses being used, the doctor continually spoke over her and did not make any adjustments to help her see better.I attempted to advocate for my daughter and explained that the lenses needed adjustment, but the doctor interrupted me as well and responded to my daughter in a noticeably condescending tone, asking, Is this better? in a way that was clearly dismissive. At that point, I addressed the situation directly by telling the doctor that her behavior was rude and that her bedside manner was unacceptable. Instead of de-escalating the situation, she raised her voice and challenged me, prompting me to reiterate that her attitude was unprofessional and completely inappropriate for a provider working with children.I am incredibly disappointed by this experience. Patientsespecially minorsdeserve to be treated with patience, respect, and empathy. This interaction not only made my daughter uncomfortable but also caused us to lose trust in the care being provided at this location.I urge you to look into this matter and take the necessary steps to ensure that no other patients or families experience this type of treatment in the future. I am requesting a formal response regarding this issue and what actions, if any, will be taken in response.Thank you for your time and attention to this ***********,****** ********
Business Response
Date: 05/07/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ******** on behalf of her daughter, Miss Lily'*** ******. I apologize for the issues they experienced with our doctor at our ****************, ** location.

I forwarded Ms. ********* concerns to the District Manager, ******. He let me know that he was able to personally speak with her.He stated they are getting Miss ****** in for another exam at our ****************** location, and h*** be following up with Ms. ***************** 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: 05/07/2025

Complaint: 23289404

I am rejecting this response.
Dear *******,

Thank you for your response and for confirming that the complaint has been documented.
While I appreciate the follow-up and the effort to reschedule another exam, I want to be clear that the core issue remains unresolved for me. This situation was not only about a missed or delayed appointment it was about the way my daughter and I were treated. The interaction left us feeling disrespected, dismissed, and devalued as patients.
The emotional impact of that experience cannot be undone simply by rescheduling a visit. What I had hoped to receive and still expect is a more meaningful acknowledgment of the harm caused and the assurance that steps are being taken to prevent similar experiences for others.
I hope this message helps clarify why I continue to feel dissatisfied, and I trust youll give this the attention it deserves.
Sincerely,

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

Business Response
Date: 05/07/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ********, with her rebuttal.

We document all customer concerns, compliments,complaints, and feedback here in our ************************* All complaints are addressed with the store manager and the district manager. When there is a doctors complaint, those are addressed with the store manager, district manager and the doctors manager.

I can assure Ms. ******** that her concerns have been documented in our department, where they will be kept on file. This situation has already been thoroughly addressed with Doctor ******* by her manager along with the district manager.

There is certainly never any excuse for poor service,and without customers feedback, we wouldnt be able to address certain issues that occur in store. We appreciate Ms. ********* feedback so this could be handled appropriately and addressed.

Sincerely,

*******
************* Team Lead
Customer Answer
Date: 05/08/2025

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.
Thank you for your response and for sharing my concerns with the district manager.
While I appreciate the effort, Ive decided to move forward and seek care elsewhere, as my experience with the company has left me dissatisfied. I hope this feedback helps improve future patient experiences.
Best regards,
******
Initial Complaint
Date:05/05/2025
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.
****** ******** ******************************************************* ********** ************ 5/05/2025 To Whom It May Concern,I am writing to file a formal complaint regarding an unacceptable experience my minor daughter and I had during her recent eye exam at America's Best in **** Landing NJ on May, 3, 2025.The doctor ********* ******* who was conducting the exam displayed behavior that was unprofessional, dismissive, and frankly, inappropriate for any healthcare settingespecially one that serves children. From the start of the appointment, the doctor appeared rushed and impatient. When my daughter tried to explain that she could not see clearly through the lenses being used, the doctor continually spoke over her and did not make any adjustments to help her see better.I attempted to advocate for my daughter and explained that the lenses needed adjustment, but the doctor interrupted me as well and responded to my daughter in a noticeably condescending tone, asking, Is this better? in a way that was clearly dismissive. At that point, I addressed the situation directly by telling the doctor that her behavior was rude and that her bedside manner was unacceptable. Instead of de-escalating the situation, she raised her voice and challenged me, prompting me to reiterate that her attitude was unprofessional and completely inappropriate for a provider working with children.I am incredibly disappointed by this experience. Patientsespecially minorsdeserve to be treated with patience, respect, and empathy. This interaction not only made my daughter uncomfortable but also caused us to lose trust in the care being provided at your location.I urge you to look into this matter and take the necessary steps to ensure that no other patients or families experience this type of treatment in the future. I am requesting a formal response regarding this issue and what actions, if any, will be taken in response.Thank you for your time and attention to this ***********,****** ********
Business Response
Date: 05/06/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint #********, filed by Ms. ****** ******** on behalf of her daughter, Miss Lily'*** ******.

Please note this complaint is a duplicate of BBB Consumer Complaint #******** that Ms. ****** ******** also filed.

Please close this Complaint #********, and I will be responding to Complaint #******** once Ive addressed her concerns with the District Manager.

Thank you,

*******
Customer Care Manager
Initial Complaint
Date:05/02/2025
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.
02/22 - Initial eye exam with contact lens exam Called 3 weeks later to see if my trail pair of contacts had came in, was told yes they were sitting here but we didn't call. Went and picked up contacts, tried them a week or so later. They didn't work. Emailed the customer service email. Store called, rescheduled for 04/12. I requested to have Dr ****** they had originally had me scheduled for 10:15, I needed to change the time. My appt was scheduled with Dr ******* (the 1st dr I originally saw) Rescheduled for 3:15 with Dr ****** Ended up seeing Dr ******** Didn't bother to check my eyes with trail pair of contacts to see what was wrong. Retested my eye sight. Changed my script from ***** to ***** and was told I needed bifocals. Got the trial pair of contacts a week later, they didn't work. The doctor didn't check my eyes when I picked up the trail pair. The script was to strong. I had to pay out of pocket to go back to my original eye provider and pay another contact lens exam because Americas Best failed to check my eyes and tried to prescribe double what I actually needed. Didn't take the time, I've got no response from them. I will also be reporting him to the Board of Optometry.
Business Response
Date: 05/06/2025

Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint # ********, filed by Ms. *********************** I apologize for the experience at our ******, ** location. I have looked over Ms. ******** complaint, as well as Im the agent that assisted Ms. ******** when she contacted our ************************ on 03/14/2025. I have addressed her concerns with our District Manager, ****. We apologize for the customer service problems Ms. ******** may have experienced at our location, and the poor service issues will be addressed with the staff, so this does not happen again.
For this inconvenience to the customer, we have provided a refund for the contact lens fitting and I have emailed a copy of the refund receipt to the customer.
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.
Thank you,

Arijana

Customer Care

Customer Answer
Date: 05/06/2025

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:04/29/2025
Type:Product 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.
Physically turned glasses in for replacement at this location on 03/08/2025. We paid for shipping to our home. (2-1/2 hours north from location). We were told the replacements would arrive in 2 weeks. On 03/31/2025 (Friday afternoon) we called because we had not received said glasses. We were treated very disrespectfully by customer service, telling us we could drive 2-1/2 hours for a refund but they wouldn't replace the glasses. We called corporate on Monday, 04/03/2025 voicing our complaint and received a call from the offending store's manager stating they were shipped to us on 04/01/2025. 2 weeks later we called the offending office again. They said they realized they weren't shipped and were NOW shipped. Last week we received one of the two pairs and called corporate again. The offending store told corporate they shipped both pairs when we hold proof they did not.
Business Response
Date: 04/30/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint # ********* filed by *** ***** ****** We apologize for any poor service he or his wife, Mrs. ****** ******* may have experienced at our ********************************* center and/or with our corporate office.

My agent ***** was originally handling this case. However, when Mrs. ****** called into our ************************ earlier today, she was escalated to me. I am the manager in our *************************and I have taken over the case at this point. I have spoken to both *** ***** and Mrs. ****** today 4/30/25. I have also spoken at length with ****, the store manager of our ******** ** location.

I have investigated this issue and as I explained to Mrs. ******* I am not sure why *** ****** glasses were not ordered on 3/8/25 when they originally stopped into our store. I see the order was put in on 4/1/25, and our records indicate the glasses were checked out of our system on 4/17/25, which then presumably should have been shipped to *** ****** Unfortunately,**** cannot find the glasses, nor is there any record of a tracking number. We honestly are not sure what may have occurred, and I do apologize.

Due to *** ****** request for a refund via this complaint filed here with the BBB, when my agent ***** was originally working on this case, she and **** agreed to the refund. **** processed the refund this morning in the form of a corporate check to be mailed.

However, after I spoke to *** ***** and Mrs.******* as well as ****, we have agreed that **** will be remaking *** ****** glasses, and we are cancelling the refund. Because the frame has now been discontinued,**** is able to get the same frame from another of our locations that still has some in stock. Once she gets the frame shell place the glasses order. As soon as the glasses arrive back to the store, **** will overnight them to *** ******I have advised *** ***** and Mrs. ****** this process may take up to three weeks. I have also provided them with my direct number so if they have any other questions or concerns, they are more than welcome to reach out to me any time directly. I do have voicemail so if I dont answer, please leave me a message.

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,

*******
************* Manager
Customer Answer
Date: 04/30/2025

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:04/29/2025
Type:Product 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 purchased two pairs of glasses with my insurance on 12/28/2024. I was quoted the price, and verified that what I was paying would be all that I was owed. I was told everything was correct and verified through their computer and paid my fees and the glasses were paid for and ordered. On April 27 I received two letters, one for each pair of glasses stating additional costs for said glasses for a sum total of $87.03 ($70 plus $17.03) in additional charges. I have purchased and worn glasses for decades and have never been charged after the fact before from any other eyeglass establishment. Had I been made aware of these additional fees to know what the true total cost of eyeglasses from their establishment would be I would have taken my script and gone elsewhere. I am not sure it is even legal to tell a customer that when they are considering placing their order that the fees in store are their sole responsibility and then later send additional charges after they can no loner decline the purchase. *********** testing facilities tell you up front additional listed costs or the potential for additional costs prior to having the tests done. I should not have these charges at all.
Business Response
Date: 05/01/2025
Hello,
I apologize for the balance due notices for the unpaid balances by the customers insurance. At the time of service we do our best to validate the patients coverage for which they pay premiums for. Occasionally, claims do not process for the amounts that we are expecting. We are a healthcare company just like a hospital, primary doctor, urgent care, etc., where we have the patient sign a responsibility form acknowledging that they will pay for what the insurance does not cover. In this case, we were not paid the expected amounts and the patient was billed according to our signed agreement. As a one time courtesy, we will remove the customer from any responsibility. Please let me know if you have any questions.
Kindly,
****
Customer Answer
Date: 05/02/2025

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. My biggest concern is that the representatives specifically stated that it was all the billing, and other healthcare organizations specifically state to one that the posibility of additional charges exist. Yes I am sure there is something signed in the multiple pages one is given that states something somewhere but when you are handed a page and ask specific questions and get assurances oterwise one expects some degree of accuracy. If you would just call out as part of the process one verbal cue stating the possibility to a customer it would go a long way.

Sincerely,

****** ******
Initial Complaint
Date:04/28/2025
Type:Product 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 paid for a 3 years membership to obtain contact lens.I was initially instructed about having glaucoma and alarming holes in my eyes.I went to 3 different a eye specialists.I do not have glaucoma and the alarming holes (by Americas Best definition) were minor.I changed locations from ********** to ********** due to the misdiagnosis.Winchester only had remote doctors which constantly rotated.This caused a lack of consistency in brand and fitting for follow ups.Throughout the process at both locations it sometimes took up to and beyond 4 weeks to get my trial lens.The companys in store brand were not compatible for my *************** remote ** had finally narrowed down my prescription pretty close.When I contacted for a follow up I was instructed an on-site ** was hired and he was requiring to start from scratch.He went a totally different direction which included giving in-house brand which fit the worse.On April 2 I went for a follow up and he said he would order a trial lens set.After all the weeks of waiting I contacted the office and was told they did not have my trial lens.I proceeded to contact the corporate office.52 minutes on the phone with ***** resulted in a promised callback due to her needed management assistance.I requested a full refund based on the the failure to provide adequate resolution over 10 months.I instead received a call from the store to come today and get a pair of lens.I asked the caller ******* if this was based on a call from Corp. and how did my lens miraculous appear.She was vague in her responses.I stated I was waiting on a callback from corporate.Miraculously ***** (corporate) called right after the Winchester location.The response is I was to go get a pair of lens from ********** and if they didnt fit then it meant I cannot be fit.I could only receive a $10 refund (I paid $120) because service was rendered. I stated they could simply give me any contacts and finalize it as not fitting.I am requesting a FULL REFUND.
Business Response
Date: 04/29/2025
Dear BBB Customer Relations Agent, I apologize for ********** experience regarding her issue she has had not getting the proper contacts that work for her. I have spoken to Area manager **** and stated she would do the refund of $129.00 to the original payment as well she would be communicating to the customer if further action is needed.

Customer Answer
Date: 05/01/2025

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:04/27/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 got my eye examined in January 2025 virtually by an eye doctor at Americas Best in ********** ** in February l got my frames and lens at the Americas Best in Sterling VA, l received them and wore them for about two to three weeks and was struggling with focusing with the new prescription, l went back to wearing my old prescription as l could see better, l went out of the country for 3 weeks and on Wednesday April 23 2025 l had a reexam at Americas Best in ********** VA with a eye doctor on site, he reexamined me and rewrote my prescription as the first one was not correct that was done in January 2025, l went to Americas Best in Sterling VA to get them remade and the manager refused to make them saying it was over 30 days and they would have to start from the beginning with new transaction, l told her that l did not make the mistake that the first exam in January 2025 was not correct. I will say l have been dealing with America Best for years and this is the last time l will, I have dealt with Managers at the *********** location and they have always helped, this new manager they have there DOES NOT care for customers, is rude, and is the worst manager that Americas Best has had at the Sterling VA location, they need reevaluate this Manager as they are the face of the company and this female manager does America Bests no justice what so ever. I need your offices help in resolving this.
Business Response
Date: 05/01/2025
Dear Customer Relations Representative,

I am responding to the BBB Consumer Complaint # ********, filed by Mr. ***** *****. I apologize for the experience at our ********, ** location.
I have looked over Mr. ****** complaint, as well as Im the agent he spoke to when he contacted our ************************ on 04/28/2025. I have addressed his concerns with our District Manager,*****. We apologize for the customer service problems Mr. ***** may have experienced at our location, and the poor service issues will be addressed with the staff, so this does not happen again.
Our records show Mr. ***** had his initial exam with us on 01/16/2025, and then again on 04/24/2025. Per the District Manager,*****, the customer will be returning to the ********************** center on Thursday, 05/01/2025 or Friday, 05/02/2025 and we will remake the prescription lenses at no cost to the customer.
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.

Thank you,

Arijana

Customer Care
Customer Answer
Date: 05/02/2025

Complaint: 23255706

I am rejecting this response because: They rre not going to remake the ones that l purchased the frame using my bank card and insurance. I have asked them to refund the money charged to my card and to notify the insurance company of the refund and to reinstate my frame allowance with the insurance company. I will never do business with Americas Best again and l have been a customer for some years.

Sincerely,

***** *****
Initial Complaint
Date:04/22/2025
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.
I went to America's Best on ****************************************************************************************************** the end of January and paid to be apart of the ************* and made an order for contacts. I have not recieved my contacts and have not recieved any communciation on them. I have made several attempts to get my contacts and they always say something different. They told me a few weeks ago that my lenses were there and they were not. I called customer service and spoke to ***** in customer care who was extremely rude. I have called and spoke to so many people and expressed the urgency because I need my contacts to see. They are not offering any solution or anything to help me. I have paid money and paid for contacts and 3 months is beyond patient when it comes to my vision. I have reached out to the store, customer service, and I am going to try this before making it a legal matter. I am just needing some assistance.
Business Response
Date: 04/28/2025
Dear BBB Representative,
In response to Complaint ID ********,
On 04/22/2025, the ************* agent spoke with the patient and her sister which the patient authorized as an agent to speak on the patient's behalf. During this conversation, the ************* agent advised the patient and her sister, ************* had confirmed that the purchased product and a duplicate order of the purchased product would be available for pick-up on or before 04/24/25. Our records show, that the patient was informed by store#**** Store Manager ****** *********, that both the original order and the complimentary duplicate order were available for dispensing. During the notification conversation the patient stated that she was unsure as to rather she want the available product or a refund.
On 04/26/2025, our records show that the patient arrived at our store #****, and advised ****** ****** #**** Eye Glass Manager , that she did not want the product, and requested a refund. A refund was processed for the full purchase price of -$77.38 to the original tender **** ending 4544. During this visit the patient also requested to be added to the do not contact list.
The patient has been added to the do not contact list.
We apologize for the extreme product delay, as well as our attempt rectify the very disappointing experience was unsuccessful.
Kind Regards,
*************
Initial Complaint
Date:04/22/2025
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.
I went in for an eye exam with America's Best on 02-16-2025. The tech who did my initial eye exam testing provided a horrible service, taking me in a room that had water leaking profusely from the ceiling onto my head. When I expressed concern regarding this, she said the other room was not available and "Oh, maybe I should let my manager know it is leaking in here" when I stated the equipment was getting all wet and the room was starting to smell moldy. She rushed through the eye testing when I mentioned the mold smell. Then the actual eye exam was done virtually & this was not disclosed to me until the eye doc appeared. When I expressed my concern regarding this, the eye doc said I had 30 days to change my mind. That visit lasted maybe 5 minutes w/him. Then I went to the optician who was extremely rude, did not know my benefits. When I showed her on my insurance website she was wrong, she told me I had to call the insurance and verify. I asked her to do this, she said it was my responsibility not hers. Her manager came over (after they had to call him inside from smoking out front, of which he did not even wash his hands or use sanitizer) and he was very aggressive as well and did not assist. I called their customer service **** to voice my concerns who after 45 minutes agreed to refund. I went back to Americas Best the same optician said she couldn't refund anything she didn't know what I was talking about. I went back home, called their cust serv# again who they sd I had to talk with the same lady from before but she wasn't avail and never called me back. I received a call from a store manager who told me I had to come that day by 5PM to get a refund. I work until 6PM. I did come the next day and was told we told you to come yesterday by 5 and they refused to assist me. I paid $10, my insurance paid $35 w/o amount of $24 by insurance
Business Response
Date: 04/23/2025

Complaint **********
We apologize for the delay of action by the store leadership. The patient's out of pocket expense as been refunded via Corporate Check - National Vision, **** Duluth, Ga. The patient's vison insurance has been reinstated, should the patient have any questions regarding insurance reinstatement, feel free to contact ************ ************ Case reference CS0004617977. Total settlement $69.00
Initial Complaint
Date:04/21/2025
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.
Recently, I scheduled an eye exam and ordered glasses for my minor child through America's Best. The advertisement says get 2 pairs of glasses for $89.95. I ordered for my child, and a couple of weeks later, I received a call saying they were in. When my husband went to pick them up, only one pair was there. I realized this immediately and called the business. They told me that the other pair would come later, and they would call when they were in. This sounded strange because they should have been the same glasses (just a second pair), but I didn't overthink it. After several weeks with no call, I returned the call and spoke with a manager who would only identify herself as ****** She told me that they would not be honoring the second pair. We had paid extra for blue light and lighter lenses, but still expected the second pair. I can understand that the second pair might only have the basic lenses, but ***** refused to provide my child with his second pair. I spent $268.95 and only used the basic frames (what would be part of the promotion).
Business Response
Date: 04/22/2025
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by ******** ******; BBB Complaint ID #*********** truly regret any order/pricing misunderstandings Mrs. ****** has experienced when she purchased her sons eyeglass order. Our records indicate that ********** placed an order for one pair of eyeglasses and an eye exam for her son on 03/03/2024. The eyeglasses she purchased are not part of the 2 for $89.95 discounted eyeglass offer we sell, and her order came out to a total of $268.95.
The 2 pair for $89.95 offer consists of is for single vision uncoated plastic lenses and frames priced at $79.95. No other featured are included in this offer. Mrs. ****** opted to upgrade her sons order to one pair of blue-light polycarbonate lenses,which are up to 30% thinner and lighter in comparison to the plastic lenses,and he selected a $79.95 frame also. Mrs. ****** is welcome to add a 2nd pair if eyeglasses (at any price point) to her sons order, and she would receive a 40% off discount on the second pair. If Mrs. ****** would like to add a second pair of glasses for her son at the 40% off discounted price, she is welcome to contact the manager, ****** and she will gladly assist her with this matter.

Once again, we do regret any concerns, and we look forward to continuing to service Mrs. ****** and her familys eyewear needs. If the customer has any further questions, she is welcome to contact ************************ directly at: **************.
We appreciate Mrs. ******* business and feedback on her and her familys visit and we thank you for your time and mediation.

************* Leadership
******************** Best Eyecare and Eyewear

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