Complain about a product or service

America's Best Contacts and Eyeglasses

Theresa of Lansing, MI March 17, 2009

On March 4, 2009 I had an eye exam and ordered two pair of bifocal eyeglasses. Total amount Paid: 261.95.

I picked up my eyewear on March 16, 2008. Everything seemed ok.

That evening I attempted to read the newspaper and could not see the print. I called the store and was told to return them.

March 17, 2009 I returned to the store and after they examined my lens, as if I had requested bifocals. I asked what did the precription call for and was told bifocals. However my new glasses were NOT bifocals. I ask why? I was then told some people don't want them.

I asked why would I order two pair of eyeglasses I can't use. Then the store manager stated I could get them changed for the additional price of the cost of bifocals. She repeated 3 plus times the story of people who wear bifocals, but not wanted their lens as bifocals.

I ask her not to repeat that story to me again and raised my hand in the I don't want to hear this again gesture. She said I was 'raising' my voice and 'to remove my hand from her face'.

I was near her, she was on the other side of the counter. I did not apprreciate her tone or attitude and requested that my money be returned. NOT BECOMING TO THE STORE MANAGER. At this point I requested that my money be refunded. This is what you have for a store manager?

Kathleen of Hiawassee, GA March 11, 2009

About a year ago, I went to America's best after seeing their add on tv regarding the 2 for 69.99 deal. My aunt works at a contact company so I get my contacts for discount but have to have an eye exam to get them. Well the time had come to reorder them and I desperately needed new glasses as well. I took the day off and drove over an hour to get to the store and upon entering the store was not acknowldege. After some time, I was finally noticed, signed in and waited. After about an hour wait, I finally was able to see the eye doctor who acted as if he had better things to do than my eye exam. I thought let's just get through this and we'll be fine. I picked out two pairs of frames and were told that neither one of them were covered under the 2 for 69.99 plan. Although the sign said they were.

I started from scratch again. Finally, after picking two pairs out, I dealt with a saleswoman who had a language barrier and could barely speak English. She spoke too fast and tried adding the scratch resisting coating, the lighter lenses, outdoor coloring, etc all these extras I did not want or need. I usually wear my contacts, I just wanted back ups. Once it was over, I wasn't sure what I was getting and when she rang it all up, it was over 300 dollars! I got very upset saying that that's not what the sign stated. She explained how I had ordered all of these items for my glasses. I explained as nicely as possible that I did NOT in fact order those items, I couldn't make out what she was saying and never told her yes or no.

After finally get someone who could speak English a little better than the original sales woman, my order was placed and finally down to 150. Twice what I expected or they advertised but at that point I just wanted out of the place. They told me in two weeks my order would be ready. I took another day off of work to drive down and upon getting there, was once again greeted rudely. I tried on one pair of the glasses and were fitted for them because they were the main pair. The second pair I tried on seemed a little off. The lense in it seemed different than the other pair. I thought at first maybe it's just me. I mentioned it to the salesperson and she assured me that both were the same prescription.

I got home and tried them on again. They DEFINITELY were not the same prescription. I was bumping into things, and the lense was off enough to give me a headache. I decided not even bother wasting my time with going back since I at least had one pair that was working and after researching all of the issues that others like me had had with this company wasn't sure it would be worth it. This place sounds to me like a scam. And yet, here I find myself considering going back to these people because the glasses I thought would last me at least a few years are now falling apart! After one year! That's ridiculous!

I don't know where else to go since I live in such a small town we have to drive a little ways outside of it to get these deals. Does anyone else have any suggestions? I'd really rather not go back to America's Best!

Darrell of Columbia, PA February 19, 2009

My stepson and I went in for glasses today 2/18/09. We've been going there for a couple years, so they had us fill out new patient forms, then halfway through realised we're we returning patients, and had us skip the forms. Anyway, we got suckered into some field vision test or something like that, and no one told us it cost a extra 15.00, it was passed off as part of the regular exam. So we go to pay for our frames and lenses, here's where it gets interesting. We both picked the 69.95 package.

We'll start with the kids, I orginally got him 1 pair of transistional lenses and the warranty, total 193 and some change, I got this big song and dance about polycarbonate lenses for him, but they were that same price as the plastic lenses. Well if there the same price then how do they effect the final price. So now we go to my 2 pair of transitionals, for 223. This is where I flipped out, how can 1 pair for a kid cost as much as 2 for a adult and we both had the same price frames, everything the same, and the pearl harbor job on the extra 15 each eye test. Again it went back to the polycarbonate lenses that were the same price as the plastic ones, I went off, the girl left, and another lad took over.

In the end I got money off for the extra eye exams, and I got the kid 2 pair of transitional glasses for 228 including the warranty. I've noticed over the years there's always different peole working in there, however this maybe the last trip there after this. Wouldn't you think a class action suit should be started against these peole for scamming you to come in for 69.95 and leaving at over 200.

Stanley of Woodburn, OR February 5, 2009

I wnt into their store to purchase 2'pairs of lenses. I wanted one pair of lenses mounted in my frames and I purchased a frame from them for the other lenses. I told the girl that I did not want glass as they hurt my nose. Also, I ordered the ones that turn dark in the sun. When I went to pick them up yesterday, they were glass and they do not turn photo gray. Also,three out of 4 girls whisper when they talk. This area has many oldsters like me around here.

Steven of Buffalo Grove, IL January 19, 2009

On May 30th, we ordered glasses for my mother who received an eye exam and eye fitting at America's best. Spoke with the General Manager and had the eye exam by a part time eye doctor and had two glasses made, one near-sighted glasses and bifocals. Came back about a week for the glasses. Glasses were incorrect prescriptions on the left eye for distance and also the bifocals were fitted incorrectly.

On our Third visit the doctor did a reexamination and said that both glasses needed to be adjusted. Came back third time and had only one glasses adjusted, and said that glasses didn't need adjustment. We heard one thing from the doctor and the another from the General Manager. We were very upset because my mother had continuing headaches because of the current prescription and we waited over 3 weeks to have it corrected, but they did not have all of it ready and it was still incorrect. We were given a refund by mail and went to another eye wear place, PearlVision. They gave a different prescription then America's Best(which we did not feel gave us the best quality exam each time). We will look into America's Best practices and see if there is any history of deceptive practices and if there are any class actions suits we will join it.

Latiya of Thorofare, NJ January 5, 2009

I went to America's Best with my son so that we could get new glasses and contacts. Upon entering the store we were told to look at lenses. After speaking with the representative we were advised that we should have another eye exam and needed to fill out paperwork. We did and were rushed to the back for the exam. That was great. Upon getting the exam completely we were taken to order our contacts, that was great.

When I went to give the lady my insurance information I was then told that they do not accept insurance and that I needed to either pay for the exam or join the club for the free exams over the next 3 years. That's 99 for each of us, then an additional 15 for the special exam. On top of that when I went to pick out glasses, I asked about the special that is always advertised on tv and that they had posted, Two pair for 59/69. I was told that it only applies to single vision lenses and we do not qualify. After totaling everything up, I wound up spending over 500! Which is normally covered through my insurance! I was also told that I can be reimbursed through my insurance. I called my insurance today and was told I can not be reimbursed for the exam because they do not participate!

They give you the impression that you are getting a great deal when you really are not being told everything up front. The sales representatives do not thoroughly explain any details to you, they just want you to buy, buy, buy.

Nicole of Newark, DE December 30, 2008

I made my boyfriend an appt. for his xmas present, he has not had new glasses in 10 years and is in dire need of them. the doctors exam went well, it was the sales people and manager that was the problem. We were picking out frames for an hour, not once did someone ask to help us, or if we had any questions. After we found our 2 pair for 69.95 we sat down with the sales person to get our lens perscription filled and she quikly spouted out something about polycarbonate lenses how how we needed them because he had 2 different perscriptions for each eye and the thickness of the lenses would be different (.25 was the difference). she told us, not asked, like we did'nt have the option.

working for years in retail i quikly notices what she was doing, i repeated asked how much more it would be and she ignored me just typing the perscriptions in...my boyfriend started to get angry and she finally said the final price was 283. completely absurd. he asked what about your 69.95 deal? she said these frames were'nt included even though they were under the sign that stated they were. i said we wanted the plastic lenses and which frames were actually included, we were just going to leave, but since it took us an hour to get up there, we decided to try one more time.

as we were trying to pick again, the sales person told the manager what was going on. she came up to us with an attitude, we explained why we were upset about the misrepresentation about the prices and she continued to defend their practices. it was only after my boyfriend said he would break every eye glass in the place, that we actually got the prices that were advertised.

I am disgusted how these people run a national muti million dollar chain and want to rip off the people that go in there for a deal cause they can't afford the fancy eyeglass places. we still have to go pick up the order, and i am sure we will run into problems then. they have the nerve to call themselves opticians. Loss of time and mental anguish

Lee of White Bear Lake, MN December 12, 2008

I went to America's Best Contacts and Eyeglasses to get my daughter glasses. The sign there said ALL frames 69.00 are 2 for 109.95 and included plastic lenses. When my daughter picked out 2 69.00 frames I asked the store manager how much they would cost. She said even though she picked out 69.00 frames it would be an additional 132.00 because they required polycarbonate lenses.

The sign said ALL 69.00 frames were 2 for 109.95 and ALL included plastic lenses. The sign also said lens upgrade available but it did not say lens upgrade mandatory and for an additional cost. However, Alecia said polycarbonate lenses were mandatory with the 69.00 frames she chose. I feel their advertising shoud disclose this additional cost or they should honor their printed ad.

We ended up having to get less desireable glasses to comply with the ad. My daughter would like the glasses she originally chose.

Stephanie of Trenton, MI November 28, 2008

On November 28, 2008 at 11:30 am the girl that check my eyes at the pre exam asked me if I wanted an additional exam for 15.00 more. I told her NO I was just there for the eyeglasses. She sent me to see the optometrist. He examined my eyes and put drop in to dilate them. After the exam he then stated it would cost 15.00 more because of my prescription he had to dilate my eyes. The paper that I would not sign for my approval was for that test. He insisted I had to have it done even though I did not approve of it. I didn't know he had dilated my eyes until AFTER he put in the eye drops.

I am a college student on a very fixed income...15.00 more is a lot of money to me. My mother ended up paying for it but she can't afford 15.00 extra either. The principal is that I didn't want it in the first place and they insisted I had to pay the EXTRA 15.00 in order to get my glasses. I just had an exam in March 2008 and definately didn't need or want the test. I just wanted to have a pair of glasses to wear during finals, since I normally wear contact lenses. I don't think I should of had to pay for something I did not want and had not sign up for.

15.00 may not seem like a lot of money but to me in college if could help pay for a meal or money towards a book.

Raymond of Wilmington, DE November 17, 2008

I actually went to the same America's Best twice and the results were the same both times. Last week, I went into the business to pick up a copy of my prescription and wanted to ask about pricing for glasses. I spoke to the doctor who wrote the prescription and asked if progressive lenses were absolutely necessary, as they were cost prohibitive,Her response was no, lined bifocals would do just fine. Up to this point, no problem. When I actually went onto the sales floor and asked for assistance in selecting frames and answering questions about pricing, I was rudely told I would have to wait for a salesperson. There was only one other customer in the store at the time and three salespeople were behind the counter, having a private discussion.

After fifteen minutes of no one approaching me, I decide to leave and try again another day. When I entered the business,there were no other customers present. I walked over to the frame selection wall, said hello to all three sales staff present,and looked over the available frames for about ten minutes. While looking, a elderly gentleman entered the store and went directly to the sales counter. He had called on the phone earlier in the day asking about pricing for glasses and wanted to order some. The young lady who he spoke to said That pricing's all wrong. You're gonna have to get polycarbonate lenses with your persciption. The customer said that he didn't need that type of lenses when he had bought glasses there the year before. Her response was I don't know anything about before,this is what you need now. He told her he was on a fixed income and couldn't afford the thinner,more expensive lenses. He insisted on purchasing exactly what he had before and didn't understand what the issue was, as his vision hadn't changed. The salesgirl then said Fine, we'll order them for you but we won't be held responsible. Her tone was very dismissive and the customer said he didn't appreciate her attitude and would go elsewhere.

Then the same salesgirl turned her attention to me. In a tone that sounded like she'd rather be anywhere but at work, she asked me if she could help me.I told her that I had already spoken to the eye doctor the previous week and that I wanted to order a pair of lined bifocals. In checking my prescription she said I had to have progressive lenses (about 200 more). I responded with the fact that I had already confirmed my desire to switch to a less expensive lens and the doctor told me that would not be a problem. Again, the salesgirl said The doctor doesn't tell us what to sell and we don't tell her how to do her job. Asking the salesperson who trained her in how to deal with the public she said,I am a professional. My response was A professional who has lost two sales in a row and walked out.

In speaking to friends about America's Best, in particular about this branch, I have heard the same complaint time and again. They constantly misrepresent the sale pricing in their windows and the sales help is more combative than helpful with customers.That may explain why, in both visits, I did not see any salesperson successfully complete a sale.