ComplaintsforAmerica's Best

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went America's best eyeglasses on feb 1, 2022 to have my annual eye exam and order new glasses. I expressed interest in getting colored contacts lenses if covered by my insurance. Once I finished the exam and got to the Sales Associate, my horrible experience began. The Associate asked me if I had worn contacts before or had a color in mind. I answered yes to both questions and told him I usually wear honey/brown. He suggested going with a different color and gave me a single lens to try in the color "hazel". Once I tried it, I was told my bill for fitting the single lens was $39. I was instantly upset about this unethical behavior and told the Sales Associate I had no knowledge it was $39 to try a new color and had he mentioned the cost to me, I never would have tried it. The Associate never even apologized. I was basically tricked into trying a new color to incur this charge and that was very disgusting on their part. I ordered my glasses and left. I was so upset that they took advantage of me. i returned to the store on Feb 14, 2022 to pick up my eye glasses and once I tried them on... to my dismay, everything was blurry!! I told the lady at the pick up counter that my vision was blurry while wearing the glasses and I couldn't see anything. She notified me that the glasses were only for reading and I wouldn't be able to see anything else other than a book directly in front of me. I was appalled!! I've been wearing glasses for over 20 yrs and have never ordered a pair that I couldn't see out of, with the exception of a book in front of me. I cannot use my glasses to drive, watch tv or alleviate my headaches. What is the purpose of this glasses and why did i pay this business $213.95 to be worse off? They need to be held accountable for blatant disregard for customer service and taking advantage of their customers like this!! UNACCEPTABLE!!! They had every opportunity to correct this and chose not to do the right thing.No remorse from staff and a lack of concern

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/23) */ America's Best in Sanford called the patient and explained to her that the $39.00 she paid was for the Doctor's contact lens exam and not just to try on the color contact lenses. We discussed the glasses with her and determined she needed a progressive lens and not just single vision reading. She was using insurance and glasses were covered in full under her insurance plan, the only thing she paid was a $10 copay and the $39 contact lens fitting fee. I advised her to come back in and we would discuss more specifically what she needed. I put her lenses into a trial frame so she could see exactly what she would get and decided that the progressive lens would be better than doing distance vision only or reading only. We are in the process of making the new lenses for her. Consumer Response /* (2000, 7, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by the business and was offered a resolution regarding the issues with my glasses. I re-fitted lenses that would Alleviate the problem with the blurry vision and was given the option for bifocals to enhance driving, reading etc while wearing my new glasses. I will be picking them up as soon as America's Best notifies me that they're ready. I have no doubt that I'll be pleased as this time the glasses will actually serve it's purpose. Thank you to the BBB for you help in reaching a resolution!

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