ComplaintsforAmerica's Best Contacts & Eyeglasses

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm waiting on glasses that should have came already that's my issue

  Business response

  09/10/2024

  
  In response to the Better Business Bureau complaint filed by *************************;Consumer ID # ********, we regret any inconvenience ****************** has incurred and we appreciate his business.
  
  I am writing you in response to the complaint filed ************************************ ********.
  
  I contacted our Tigard, OR store and I spoke with the General Manager, ***. She advised that ****************** purchased two pairs of glasses on 8/17/24. Glasses take 7-10 business days be completed at our lab. The glasses were completed at our lab and mailed out to the customer on 8/29/24. Per the *** tracking number 1Z767W6Y0298216901,the glasses were delivered to ****************** on 9/4/24.
  
  At this time, this complaint is considered as resolved and we look forward to continuing to service his eyewear needs. If ****************** has further questions or concerns, he may contact ************* directly at **************.
  
  Thank you for your time and mediation.

  ******
  *************
  ******************** Best ********************** and ********************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an appointment for 1030 this morning. 9/3/2024. They sent a confirmation text every single day and even an hour before the appointment to remind me to show up. Well I show up to the appointment that is scheduled to be told that it would be a really long wait, because there is only two eye doctors working today. I ask well why did you schedule me for 1030 today then. The receptionist says I dont know. As I walk away I tell them I'll find a real business then and got laughed at. Im beyond livid I took it so personally I wont stop until I get justice.

  Business response

  09/04/2024

  BBB Representative, 

  We have spoken with the patient, we apologized for the experience, and addressed his concerns regarding the experience with the remote/digital doctor.  We apologized for the unforeseen, delay of service.  The patient has declined the offer to reschedule or to be seen at an alternate location with an on-site Doctor providing an in person exam.  The General Manager of the Appleton, ** American Best Eyewear & Eyecare, will make another offer to reschedule or to be seen at an alternate location with an on-site doctor providing an in person exam. 

   

  Respectfully,

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

  Customer Care

   

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment at Americas Best at ******************************* am 8-31-24. When I arrived they had me wait 10 minutes for initial testing before seeing an eye doctor. After waiting one hour I still hadnt seen the eye doctor. When I complained to the staff they said they were down a doctor for the day. Dont you think they should tell people or have the courtesy to call and notify them before putting them through an hour or more wait time? Such bad customer service and management. Please let the owner know that they need better management staff and procedures for when they are down a doctor so that customers dont end up waiting for hours on end. Such bad service. I will NEVER go back there again.

  Business response

  09/05/2024

  Dear Customer Relations Representative,
  
  We are responding to the Better Business Bureau complaint filed by **** *******,complaint ID #*********** do apologize for the long wait time Mr. ******* incurred when he visited our ******************************** center. We also apologize for any service concerns incurred; all of Mr. ******** concerns have been addressed by addressed by management at this time.  The Training Store manager, ****,personally contacted Mr. ******* to apologize and to offer him a complimentary eye examination.
   
  ************** has any further concerns after speaking with the Training Store manager, he is welcome to contact our ************************ directly for further assistance. We thank him for his time and patronage.
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** and ********************

  Customer response

  09/05/2024

   
  Complaint: 22223705
  
  I am rejecting this response because I was contacted while at work and told they would call me later to discuss this complaint and they never called back.  Evidently the manager is mistaken on the issue being resolved.  No need to reach back out to me.  I will not be returning to Americas Best ever again and my hope is that this complaint ****** others from going there and dealing with the same garbage service. 
  
  Sincerely,
  
  **** *******

  Business response

  09/16/2024

  Dear Customer Relations Representative,

  Once again, we do apologize to Mr. **** ******* for any inconveniences and service delays he encountered. His concerns have been addressed and the Training Store Manager, ****, contacted the customer and he was not able to speak with her and requested to be called back at or after 5pm. The Training Store Manager contacted Mr. ******* back at 5:03pm and he did not answer; she left him her contact information along with the phone number to the vision center , as well as her cell phone number, so that he may return her call when convenient for him. We thank Mr. ******* for his time and feedback. 

  Thank you again for your time and mediation.
  
   
  ************* Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Americas Best in ***************** Fl on Saturday Aug. 24th for the sale ( as advertisement attached) . Had my exam, went to pick out two pairs of progressive lens glasses for the $129.95 as advertised. I was told that my progressives would be more. I did not have the ad in front of me so I did not want to start a disagreement in the store. I am not an optometrist, to me progressives are progressives. I was charged for the eye exam, one pair of glasses at a cost of $422.95. I sent an email and called customer service. I was told my progressives were better( did not know there was a good, better, best in progressive lens)??? If anything , the ad is misleading to the average consumer. Once I went through the exam , without knowing there was a difference in progressive lens, until after the fact , I bit the bullet and paid the price. If Americas Best and BBB feels the ad was not misleading so be it. My recommendation is to be more forthcoming , there is a HUGE difference in cost with the progressive lens BEFORE the client commits to exam.

  Business response

  08/30/2024

   

  Dear Customer Relations Representative,

  
  I am responding to the BBB Consumer Complaint # 22204555, filed by **************************. I apologize for his experience at our *****************, ** location.
  I have looked over ******************** complaint, as well as Im the agent he spoke to when he contacted our ************************ on 08/27/2024. I have addressed his concerns with the Store Manager, ******, for further review. We apologize for the customer service issues Mr. ******* may have experienced at our location.
  Unfortunately, currently, we are unable to honor customers request as this is not a part of our ongoing promotion in store. We understand that it can be disappointing to discover that the offer that the customer initially was interested in does not meet the specific recommendations made by the doctor. We strive to be clear and transparent with our promotions, and I apologize if the advertisement did not fully reflect the options available or the specifics of your needs.
  Our current promotion in store for progressive lenses include a free eye exam with two pairs of eyeglasses with basic progressive lenses for $129.95
  We have a 30-day return policy from the date of purchase for refunds, if the customer is not satisfied with the product for any reason the customer is entitled to a full refund. 
  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, 

  Usha

  Customer care, 

   

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought progressive glasses....brought back glasses within 30 day time period because point blank, I couldn't see out of them.....they have been to their lab twice within 4 month time frame; 1st time the progressive line was measured incorrectly, then the 2nd time, because I literally cannot see out of these glasses....When I picked them up the 2nd time (3 months later), the sales associate apologized and said that the frames I picked out do not support progressive lenses. Let me say that again. I WAS ALLOWED TO PICK OUT, INCORRECTLY MEASURED, AND BOUGHT FRAMES THAT DO NOT SUPPORT PROGRESSIVE LENSES! I asked if I could just replace progressives with single vision....of course I can, but I would have to pay additional for that....please know I have all the bells and whistles on these progressives that I'm already out of pocket for....anti glare, scratch resistant. You name, I have it. Ok, if I can't change the lenses out and I'm stuck with a pair of glasses that won't support my prescription, the next logical solution would be a refund, right? Please prepare yourself for this answer that was given, "I'm sorry ma'am, but it's been over 30 days". I was floored and thought that for sure management would rectify that. Management, what management? I have called the manager, *******, of the ******** store multiple times to no avail....she has her assistant manager call me back everytime, who I must say is completely and utterly over the top nice and apologizes every time. She offered me a $100 credit "one time courtesy" I' spent over $400. The assistant has no authority though to do anything further. I have called customer service in which they put me on hold only to call the store and talk to Crystal. I have left a message on Yelp which got attention back to customer service promising a call from a District Manager. I'm going on 2 weeks now with no call from said District Manager. Just know, I will not quit and I will contact whomever I need too.

  Business response

  09/04/2024

  Dear Customer relations Representative, 

  I apologize for ******************** experience at the store location 4099. In regards to purchase made on May 13th, after the product was re made it was not a great fit for customer. There was an option to re make the glasses because of it being more than 30 days past the refund policy. Store manager ***** who is a temporary manager for now at the store stated customer can be compensated for the remainder of the refund of $300.00, ******************** was already given of $108.00. Once again we do apologize for any inconvenience this may have caused. 

  Thank you

  ******

  Customer Care

  Customer response

  09/05/2024

   
  Complaint: 22201693
  
  I am rejecting this response because:

  ******

  I am attaching the very first email you sent to me  that  my issue had been escalated to the DM of the store and compensation had already been given.   I immediately responded that I looked forward to hearing from the DM as the regular store manager wouldn't return my phone call(s); I also mentioned that you were mis-informed as I haven't received any compensation whatsoever.  Zero.  

  I have also attached the 6 emails that I have sent to you since then, dating from 8/14/2024 until yesterday 9/4/2024....all of which have gone unanswered.  Moreover, I have YET to receive any phone call from a District Manager as promised....this is now 3 weeks from the date which you told me I would.  As far as the additional compensation,for a total of $408, I will gladly accept that.  Would you be so kind to let me know how to receive that refund since this is the only line of communication you wish to go through.  I would be happy to drop by the store.  Please communicate the next steps you would like for me to take. 

  Lastly, I would like to ask what it was you were trying to attach in the previous email?  You did however attach a patients eye prescription...HIPPA.  Just wanted to let you know.
  
  Sincerely,
  
  ***************************

  Business response

  09/09/2024

  Good morning ***************************,

  In regards to your response I do apologize about the misinformation. Your partial refund was offered and you denied. So yes the store manager will be processing your full refund to you using the same card method of the amount of $408.97. Unfortunately there is no Dm at the store currently that you can speak with because they are short on staff and the Dm is helping at another store location. Therefore you will not be able to speak with them. Refund already been approved and that will be the final solution from the store being that the glasses are not working out for you.

  Thank you

  ******

  Customer Care

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 9 ***** I had my eye exam at the **********************'s Best virtually with a technician he was not license and the doctor was on the screen giving him instructions on adjusting the lenses to my eye . Athe doctor show me a picture of my eye and then proceed to ask me questions working as she work with the technician, Then I was exam by another technician for the fitting. She was unsure if the fitting was right so she call over another to check her measurements. At the end of my exam I felt like I had students giving me service because their work had to be supervision by someone else. As the result of that my glasses were strong when I did receive the prescription. I call and complaint telling them my glass was to strong, my head hurt my eye were trier and I receive slight pain in my left eye . Everything was too close, I could keep the glasses on long. I rescheduled another appointment. August 14 at *******'s Best in ************ he exman my glasses old and new. He exams my eye. I was told my eye was prescription was two step strong, My vision was compromised it was painful and my sight would of been damage more If I would continue with those glasses. By the doctor not being present my exmam was totally wrong damaging my eye even more,

  Business response

  08/30/2024

  Dear Customer Relations Representative,
  
  In response to the Better Business Bureau complaint filed by ***************************, complaint ID #********; we do apologize for any prescription and service concerns **************** has encountered.
  
  Our records indicate that **************** made her most recent purchase at our *********************************************** on 07/19/2024 and this appointment was for a remote eye examination. Her eyeglass prescription was increased based the doctors findings. **************** was not happy with her updated prescription, and she then visited our ********************************************** on 08/14/2024 for a new eye exam with the doctor (in person) at this vision center. The doctor modified her prescription,and we are now in the process of making **************** her new lenses, based on second eye examination. Her new eyeglass order will be ready for her next week, and we thank **************** for her feedback and detailed account of her visits. We assure her that her concerns have been addressed with management.
  
  If **************** has any further questions or concerns, she may contact our ************************ directly at: **************. We look forward to continuing to service Ms. ******* eyewear needs.
  
  
  Thank you for your time and mediation.
  
  
  Customer Care Leadership
  ******************** Best ********************** and ********************

  Customer response

  09/03/2024

  Yes I had my eye re-exam at he ************ and I pick up my glasses . And my prescription are still  very uncomfortable and do not feel right. I get my eye exam every other year. I had my eye exam less then a year. The only reason I got my eye exman sooner was because I needed a new pair of glasses. The glasses I had broke the arm ,I needed a second pair .My eye has not change that drastic. When I wear the new glasses everything seem much closer and my eye feel strain and trier. I am trying to adjust but it make my head hurt and my eye feel very uncomfortable. Feel like I am trying to force my eye to adjust. I can get a copy of my prescription from my last exam and a comparison can be made to see how off the glasses are, I don't want my eye damage because I wearing the wrong prescription because it's uncomfortable and once the damage is done their no reverting back. I will get a copy of my old prescription and submit the copy to you so a comparison can be made. First I was very dissatisfied having a remote exman assist by a technician in training . And I was not aware of that I wouldn't agree . Because When I asked questions the doctor told she needed to be their for a closer exman. Well that how I felt at first she need to be their to better and precise exam . And wearing the glasses would damage my eye more and them trying to correct the glasses did not help because the prescription is very off . I have headache, my eye get trier and everything seem very closer.This has been very uncomfortable. painful and a very bad experience that can do more damage then anything. The remote exman for your eye is not a good idea .And I would of never agree to that. Between the money the time I spend and I am still trying to get m eye right , I found my last pair of glasses I receive from you guys two ago, And that is what I am wear and it make my eye feel much more comfortable. And I am not in pain or discomfort.Thank for reaching out

  Business response

  09/05/2024

  Dear Customer Relations Representative,
  
  Once again, we are responding to the Better Business Bureau complaint filed by ***************************, complaint ID #********. All of ********** concern were addressed by leadership. The Training Store manager,*********, will contact the customer to apologize and offer further assistance to ****************.
  
  Furthermore, her glasses are expected to be arriving at the ********************************************** by tomorrow and the customer will be contacted once they are ready for her. We do apologize for any service /prescription concerns she has incurred. If **************** has any further concerns after speaking with the Training Store manager she may contact our ************************ at: **************.
  
  Thank you again for your time and mediation.
  
  
  Customer Care Leadership
  ******************** Best ********************** and ********************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 5, 2024 purchase date Glasses have many scratches. Had scratche resistant added. I am an adult who knows how to take care of glasses. Store won't replace without me purchasing protective policy.. Why get coating if doesn't avoid scratches . I want a replacement

  Business response

  08/28/2024

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by *****************************; BBB complaint ID# ********, we regret any concerns **************** has incurred regarding her lenses.
  
  We have addressed her concerns with the general manager (*****) and he has contacted the customer to do a courtesy replacement at no charge to her. 
  
  If **************** has any further questions or concerns, she is welcome to contact ************* directly so that we can assist her. Our phone number is: **************. We thank **************** for contacting us and we look forward to assisting her.
  
  Almanda
  *************
  America's Best

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  American best customer service and personal information . I visited the ************************ in ********* , **********. I was not provided with any help and had to wait over an hour . Finally a staff member ****** was like Im not going to help you and you can just wait and he started sayinG in Spanish we dont help them . It was a horrible experience

  Business response

  08/16/2024

  Dear Customer Relations Department:
  

  
  In response to the Better Business Bureau complaint filed by Ms. *********************** (complaint ID *********, we sincerely regret the poor customer service ***************** has encountered at our ************************************ enter. Ms. ******** complaint and the lack of service have been addressed with leadership. The vision center manager, ****, has contacted ****************** to extend his apologies and invite ****************** back into the vision center so that he may personally assist her. ****************** informed the manager that she would not be returning.
  
  Once again, we apologize for this level of service, and we thank ****************** for giving us the opportunity to service her eyewear needs. If ****************** has any further questions or concerns, she is welcome to contact our ************************ at **************. We do thank her for her time and patronage and for providing us with her feedback on her vision center experience.
  
  Thank you for your time and mediation.
  
  Violet
  Customer Care
  ******************** Best ********************** and ********************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased contacts from this company and ever since have been spammed with ****eting emails. I successfully unsubscribed from these emails but they do not stop sending them. This company is clearly in violation of the **** CAN-SPAM act.The most recent time I unsubscribed from these emails was July 11th, which I documented with screenshots. I am still receiving emails as of writing today, August 8th. The *** requires them to stop all ****eting communications and remove me from their email list within 10 days, but they dont care. I even emailed their support about this issue and these violations, but their response was to wait 30 days even though they were required to do it in 10 when I unsubscribed through the link. Still, the 30 day **** is coming up and I received a new email today. Blatant disregard for consumers and the law.

  Business response

  08/14/2024

  Contacted customer via voicemail and email apologizing for the unwanted communications. Advised I have placed them on the Do Not Contact list with their name, number, email, and address. Provided contact information for customer to contact us should they continue to receive communication from us so that we can look further into the issue.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 7/15/24 for a pair of glasses. They were estimated to ship on Thu, Jul 25 according to America's Best. On July 31st, Anteria from America's Best emailed me that the glasses were no longer in stock, despite them continuing to advertise these glasses in the meantime for over 2 weeks. They have price categories for their glasses, basically a $29.95 grouping, a $69.95 grouping, a $79.95, etc. My order was for a $29.95 pair. I asked why it took over 2 weeks for them to inform me they were not in stock, they would not give me an answer. They did not have any comparable frame that was of similar size and style. First they tried to ask me to change the size of my glasses. Then they asked me to change the style of my glasses. They told me that in order to get a similar size and style, I would have to pay extra to "upgrade" to that $69.95 grouping. I was not okay with this. I asked that they process the order with a similar size and style option, without charging me extra. They stopped answering my emails. I emailed them on Aug 1, and followed up Aug 6. They have not replied to either. Due to a previous misorder on the error of America's Best, I even have an unused frame of exactly the size and style I need (the lenses are wrong). I asked as well if I can send this in to them to get the lenses made for it through my order. But they are no longer answering my emails. The order is not cancelled, and I do not want it to be. I want them to process my order either by giving me a similar size & style without charging me extra, or by allowing me to mail in the unused out of stock frames to get the lenses made for it. I asked to have the issue escalated to a manager, as the representative just kept copy & pasting their first initial email, without actually addressing any of my questions. Again, they just stopped answering, for over 1 week now.

  Business response

  08/14/2024

  Contacted the customer via voicemail and email and apologized for the inconvenience. Advised that with discontinued frames, the next option is to select alternative frames. Since the customer didn't want to do this and we are not able to place an order for lenses only, I contacted store 5886 and spoke with the manger Joon who will assist the customer with purchasing the frames in-store. I have also asked that they honor the discount that was provided to the customer online.
  

  
  

*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. ↩