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

  157 Van Zile Road Brick, NJ 08724

• 

  America's Best Contacts & Eyeglasses

  2231 N. 2nd Street Millville, NJ 08332

• 

  National Vision

  761 Airport Rd Hazle Township, PA 18202-3282

• 

  National Vision, Inc.

  7636 City Ave Overbrook Hills, PA 19151-2007

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:08/22/2022

  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.

  Dear ***/******** would like to report the following incident that happened on August 18, 2022. at an America's Best Location: **************************************************************************** whereby I doing my scheduled eye exam with **************************************She behaved in a non-professional manner. She refused to explain about the different kinds of contact lenses.she tried to coerce me, alluring me to do a certain purchase of something I did not try; saying I can buy it and then return it.when I tried to inquire, how come, she replied in a rude manner, saying she "doesnt want to argue with me".There was no argument, I was asking If this is a new policy and how come I should purchase a kind of contact lenses without trying it first.This is hardly to expect from a health worker to address a patient or a customer. During my previous eye exams, I have never experienced such unprofessional behavior and such rude attitude.This is totally an unexpected and unaccepted behavior and attitude in a realm of healthcare professionalism.I reported the incident to customer service. Furthermore, I made a new appointment at another store location, which they designated as follow up with a different O.D.********************* ************************************************************************ appointment was set, dated, and confirmed on Monday August 22, 2022. at 10:30 am.To my surprise, my appointment was then cancelled a day later after being confirmed! I called to inquire regarding the appointment cancellation that I did not authorize. The Asst ******** ******, said that she did the cancellation. Claiming it was done by instructions from the supervisor of the first location! She refused to let me speak to the supervisor and to provide their name.What does the supervisor of the first location have to do with my next appointment of another location?They are forcing clients to deal with a specific doctor whom they don't trust professionally and making actions on behalf of clients without their consent.

  Business Response

  Date: 08/30/2022

  Dear *******************,
  
  
  *************** to the BBB complaint ******** filed by *********************************. I have spoken with the manager ****** from store ***************************************************** on 8/26 and had a new exam with the doctor at her location and two sets of trials were ordered for the customer. Once the customer has worn the ******************** for two weeks he would need to come for a follow up appointment with the doctor to finalize the prescription. Unfortunately, we do apologize his needs were not met. We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. If I can be of further assistance,please feel free to contact me.
  
  Sincerely,
  
  Dinika
  Customer Care

  Customer Answer

  Date: 09/02/2022

  Dear *****,
  
  I have read, with deep interest, the response written by (Ms****************
  Before I address her response however, a thought crossed my mind as I was thinking, is that how (Ms.) ****** addresses her customers? Or whether that was intentional or a habit or what? Is that a part of the mannerism of a customer service manager?
  I would be glad and happy to be informed.

  To my astonishment, the main point of my complaint was not even addressed in (Ms.) ******* response!!!
  Whereas, *********************, O.D., thought she can treat her client (myself) in a non-professional, unethical, arrogant derogatory manner (because of my name?!).
  Her attitude is not acceptable.
  Her gestures are not acceptable.
  Her tone of voice is not acceptable.
  Her arrogance and manners of her behavior and speech are not acceptable.
  *********************, O.D, has behaved in a non-professional,unacceptable, unethical (and dare I say in an arrogant racist manner!!!).
  Specially that such unaccepted behavior and attitude is coming from a health worker in the realm of healthcare professionalism.
  While she did not care to put the necessary effort to conduct a perfect eye exam and to provide a professional prescription.
  
  Unfortunately, we do apologize his needs were not met, as per **************** words.
  YesIndeedHis needs were not met!!!!
  As a medical client (a customer!) who has been inappropriately treated in one of their clinics;I do expect an explanation of the unprofessional, unacceptable, and unethical derogatory attitude and at least I do expect an apology for the manners and behavior (unworthy of a health worker staff).
  
  As for the new eye exam, it will be concluded in 2-3 weeks once my trial contacts arrive and my follow up appointment is scheduled. Will see how it goes!!
  Will follow up with you.
  
  I appreciate your efforts and understanding concerning the matter.
  Kind Regards,
  
  
  AbouSeada,***********************
  MBA-HSMGT, *******************************************************, UNT, ******, **
  BSBChem & Mol. Biol, ***, **********
  BSCS & Math, ***, ******, **

  
  

  Business Response

  Date: 09/08/2022

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

  *************** to the BBB complaint ******** filed by *********************************. The complaint for ****************** *** has been documented and addressed with management. Mr. *************** has a appointment scheduled at a different location with a different doctor.  The new location/doctor will continue the exam and contact lens process. If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  Dinika
  Customer Care

  Customer Answer

  Date: 09/14/2022

  Dear *****,

  I have read the response written by **************** and again the main point of my complaint was not addressed!!

  Totally oblivious of my complaint!

  No attempt for any correction nor an explanation of the unprofessional, unacceptable, and unethical derogatory attitude presented by *********************, O.D. was addressed at all and no apology for the manners and behavior was presented either.

   

  Regards,
  
  AbouSeada, ***********************
  MBA-HSMGT, *******************************************************,UNT, ******, **
  BSBChem & Mol. Biol, ***, ******, **
  BSCS & Math, ***, ******, **

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service 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 paid $75 for an eye exam and a prescription. The eye doctor put that I needed bifocals on the prescription when I do not need them. I went back to get a new prescription and they are denying me service. They will not write me a new prescription. ******* the assistant was extremely rude and said that she did not need to give me a new prescription and will not. I can not use this prescription for eyeglasses.

  Business Response

  Date: 08/23/2022

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

   This letter is in response to the complaint filed by ******************#********. I've discussed this matter with the store manager. The prescription is what the doctor has prescribed to the customer and it's correct, so unfortunately we will not refund him for they exam because that was a service that was rendered to him by the doctor. The store manager will contact the customer and explain to him regarding his prescription that it's correct and if he would like to use the prescription to purchase glasses somewhere else he can use the prescription and have them not add in the bifocal part on the prescription.

   

  Thank you,

  ******

  Customer Care

• Initial Complaint

  Date:08/21/2022

  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 have had an issue with my prescription glasses and contact lenses from day one with Americas Best. The first exam was in I believe the end of June. The eyewear and the contact lenses came back the contacts came first I couldnt see everything was so blurry. So I gave it 2 weeks to adjust like they said. Still couldnt see very blurry. So my glasses came in, tried those I was seeing double they were making me feel dizzy and sick to my stomach. I waited a week to adjust like they said, it did not still my vision was very blurred I couldnt see my phone or my iPad or anything to read had to keep changing from bifocals to my glasses. I should be able to see everything from my eyewear as I did when I went to my previous eye doctors. So I went back did another exam the doctor Did say that the prescription was off and she had corrected it. So the lenses on my glasses was replaced and a new order of contacts was ordered as well. Low and behold these was worse than the first. Blurry vision with the eyewear and the contacts. This is the worst, what is so hard getting a prescription correct if your an optometrist? Apparently somebody is not specialized in this area. Two eye doctors got my prescription wrong. This is my 3 time returning with the same problem. My other optometrist got it right the first time. I just want a refund so I can go to my original eye doctor. My doctor no longer accept my insurance and thats the reason I went to Americas Best. This is the WORST experience I have ever been through just getting glasses. I will pay out of pocket for my eye exam and my eyewear with my original doctor even though its more expensive at least I know my prescription will be correct and I can see. Thats all that counts..Please Help!

  Business Response

  Date: 08/24/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by ***************************;complaint #********. We sincerely apologize to ******************** for any service delays and/or prescription misunderstandings she has incurred when receiving care at our *******, ** vision center. We value her business and she deserves the best service we have to offer. We thank ******************** for giving us the opportunity to service her eyewear needs. Her complaint has been addressed with management and she has been refunded for in full for her purchase.  
  

  If. ******************** has any further questions or concerns, she may contact our ************************ at: **************.
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 08/24/2022

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

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec 21, I purchased glasses from Americas Best, *************************************************. I was never offered a warranty for $25. The frames broke 6 times. The s**** won't hold. My spouse bought a pair in May 22, and was never offered warranty and was told: "even if your dog chews them, bring in what you can and we will replace them". I tried to get a replacement on 8/13/22 and the ** ************************* was rude, condescending, and angry. He refused a refund because there was no warranty. Of course, not. During the purchase and 6 subsequent repairs, no warranty was mentioned. On 8/13/22, the customer immediately after me had the same problem. I would like a different frame with scripted lenses and a public apology from the ** for his unacceptable treatment, especially in front of staff and other customers.

  Business Response

  Date: 08/17/2022

  Dear *******************, 
  
  In response to the letter of complaint #******** that ********************************* had submitted, I would like to apologize for the bad experience of remaking the glasses 6 times. Normally the warranty can last for a one-time remake within the one-year date of the purchase of the glasses. If the associate said even "even if your dog chews them, bring in what you can and we will replace them"  unfortunately this was not correct. However,  We gave him a free remake without the purchased warranty as a courtesy for **********************************  In regards to a refund request, we would not be able to do that. We have a 30 days return policy and ********************************* purchased these glasses 8 months back.  Our General manager (****) already gave him $100.00 and because he paid with the insurance we will not be able to do any more discount or refund.  I  apologize for this inconvenience.  While we are unable to provide the refund,  It is never appropriate to say anything rude to any customer.  We wish to apologize on behalf of the ** at the store. I assure you that we had documented this at the corporate level. 
  
  Please contact me with any further assistance,
  
  Usha 
  
  Customer care, 

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January8, 2022 I went in for my eye exam. Little did I know the hassle and run around I would go through to get my new prescription for my contacts. About 2 1/2 weeks went by and I started to experience vision loss while wearing the new contacts & was involved in an auto accident on my way home as I couldnt see after my initial eye exam on Jan 21, 2022. I called Americas Best to complain about the incident and to advise I needed to be seen again. I was given the wrong ************************************ This was a very rushed eye exam. February 9, 2022 I went in for a follow up, their first available, They redid the exam and my prescription changed completely from the initial exam along with the type of contacts I would need for my eye sight. After months of complaints, and not receiving my new contacts I have wearing trial pair lens when they are available to get them in and kept on being told even as of last week that my contacts are on back order and they dont have them in stock. I have gone in several times since February to pick up trial pair of contacts (March - July) and it is now August 15,2022 with no product. The manager of the location said he would refund the costs to me which when he did went to a bank account due to fraudulent causes which that it was closed and I told him that and he mentioned there would be a credit on my account all to find out there isnt and still no product. A lawsuit will be next if this isnt resolved immediately.

  Business Response

  Date: 08/22/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by *************************;complaint #********.
  We sincerely apologize to ************** for any service issues and order delays she has incurred. We value her business and she deserves the best service we have to offer. Her complaint has been addressed and she has been in contact with the District Manager in regards to her concerns. The District Manager will personally ensure that ************* will be assisted with her eyewear needs at our ******, ** - ******************* location.
  We thank ************** for giving us the opportunity to service her eyewear needs and we look forward to seeing her back in our vision center soon. If she has any further questions or concerns she may definitely contact our ************************ once again at:**************.
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company was supposed to give me two pair of working glasses for $99.95 but the glasses don't focus right for my eyes and the company wants MORE money to give me glasses that will work. Our agreement was that for the $99.95 I would get TWO pair of working glasses that I could see through correctly.The company provided glasses that don't work but will not fix the problem unless I pay them additional money.I'd like them to fix my new glasses for no additional cost.Thanks - ***************************

  Business Response

  Date: 08/16/2022

  Dear *******************, 
  
  This letter is to respond to complaint ID # ********. I am sorry to hear about the bad experience with the store glasses order.  We have contacted our store Silverdale and spoke with the General manager - ****** and we already informed her that you had some issues with the glasses order she said that she will call the customer and she will take care of it.  If he can bring the original glasses back to the store and let Miss ****** (GM) look at them, he may do so. 
  
  If I may be of further assistance then please call me or email me, please.
  
  Thank you, 
  
  Usha 
  
  Customer care

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Americas best contacts and eyeglasses in ******* ***** I did my annual exam for my contacts and purchase a year supply of contacts I am now finishing my third box of contacts three out of four and then the third box of contacts three of the contact lenses are defective I wear the same prescription in both eyes so I know the contact lenses defective because I can switch reply to I And its still gonna have the same effect of bothering my eye when I wear it I open a pair of contact lenses to wear and one of them is defective I opened a second pair and both of those were defective of the stores ask them to replace the three contact lenses that are defective and they will not do so unless I pay for another exam and renew my prescription I do not need to renew my prescription I might as my contacts still work I just need the ones that are defective to be replaced. It is not right that I am out of basically two months worth of contact lenses unable to use them properly having spent the money and my insurance benefits to acquire the contact lenses.

  Business Response

  Date: 08/05/2022

   

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

  In response to the Better Business Bureau complaint filed by *********************************; complaint #********. We sincerely apologize for any issues ******************* is having with his contact lenses. Our records indicate that his prescription is expired as of 07/12/2022.
  Once ******************** is able to provide us with an updated prescription, or schedules an appointment for a new contact lens exam, then we will be able to order him a complimentary box of contacts for each eye. This would be a 6 mos. supply of contacts for each eye.If the customer wants to change the brand/style  this would also be something that he can discuss with the doctor during his exam visit.  
  This is a one-time customer courtesy and he may ask for the store manager, Destiny once hes ready to provide a new prescription. If ******************** has any further questions he may contact ************* at: **************.
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** & ********************

  Customer Answer

  Date: 08/05/2022

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

• Initial Complaint

  Date:08/02/2022

  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 purchase two pair of glasses February, 2022, the lenses where horrible to see out of, I called June 26, 2022, was told to bring them back I took them in on June 29, 2022. The lady I seen said the lenses was scratch, I always keep them when not wearing one pair in the case, and the reading glasses had the anti glare, which I only paid for my wearing glasses, but, when the associate order them originally she put them on both pair. On June 29, 2022 when I took my glasses, the lady that took the order, said I could use my one warranty since it was still within the year and I agreed to that, she went into the computer and supposedly put all the information for ordering the lenses for one pair and the lenses and frame for the other pair, she stated "she could not order frames for my everyday wear pair", because of that specific frame, she tried to adjust them, they are still horrible. On July 13 and July 20, 2022 to see if they where back and they where not, on July 20, 2022 I was told there was never a order place, I explain those where suppose to been ordered back in June, so I was told they would go ahead and place them order, I called corporate office to complain and was told unless I knew who I spoke with there was nothing they could do. I called them July 27, 2022 glasses where not back, I called August 2, 2022 and was told the glasses came in a couple of days ago, I never received a call or anything.

  Business Response

  Date: 08/05/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by *************************; complaint #********. We sincerely apologize to **************** for any service delays she may have incurred. We value her business and she deserves the best service we have to offer. Her complaint has been addressed with management and her eyeglass warranty replacement is ready for pick up. The store manager has personally contacted the customer and notified her of this.
  We thank **************** for giving us the opportunity to service her eyewear needs and we look forward to seeing her back in our vision center soon. If she has any further questions or concerns she may definitely contact our ************************ at:**************.
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid over 300 dollars for glasses i can not see out of with multiple rx i was assured by dr i would be able to see my computer i can not. I was told i could have them dropped off due to my disabilty. They refused to take them. I have called 3 times and no one is returning my calls. They just keep saying my manager will call you

  Business Response

  Date: 08/08/2022

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

  
  In response to the Better Business Bureau complaint filed by Mrs. ********************************* #********. We sincerely apologize for any issues *************** is having with her lenses.We do offer 30 days to address any order/prescription issues. At this time our records indicate that *************** has been in contact the t store manager, ******* and she has reordered *************** a new complete pair of eyeglasses on 08/05/2022.  *************** will be notified when her new set of eyeglasses is ready for her.  

  
  If *************** has any further questions or concerns, she may contact ************* at:**************.
  
  Thank you for your time and mediation.
  
  
  Violet
  *************
  ******************** Best ********************** & ********************

• Initial Complaint

  Date:07/30/2022

  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.

  I had an eye exam with at the ************* location in ******* ******* on 7/8. Contacts were purchased for the amount of $135 on that same date. It is now 7/30 never received my prescription contacts. Ive called that location on numerous occasions regarding my order. The store manager ********* has been avoiding my calls and refuses to call me back. This company is a fraud. I have also reported them and their business practice to the attorney generals office.

  Business Response

  Date: 08/03/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by ******* ******;  complaint #********. We sincerely apologize to Ms. ****** for any service issues and/or delays with her order. Her contact lens order was placed on 07/08/22 and it had not shipped to us from the manufacturer as of yet.
  Ms. ****** deserves the best service we have to offer and her complaint has been respectfully addressed with management. Our records indicate that the manager has processed a refund for the Ms. ****** on 08/02/2022, at her request.
  
  We thank Ms. ****** for giving us the opportunity to service her eyewear needs and we forward to seeing her back in our vision center soon.  
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ******************** Best ********************** & ********************
  **************