I have never experienced customer service this poor at any eye store in my life. This location is completely unacceptable, and I will never return or recommend it to anyone.
After making a purchase, I simply asked for a receipt. They refused to provide one in any normal way. I go to University in Tuscaloosa and am home for the summer. I cannot simply drive 13 hours to pick up a receipt. They would not email it, would not send it by text message or SMS, and would not even take a photo and send it. Their only option was to fax it. When I asked why they could not text or email the receipt like every other business does in 2026, they offered no explanation whatsoever. They could not give any logical reason or point to any real store policy. They also told me they do not have a working company/store phone that they could use, which makes no sense for a retail business. When I pressed for a simple answer on why a photo or text was not possible, they became extremely rude and gave zero helpful responses.
The managers were by far the worst part of the experience. Cassidy Jimenez and Sara J were both extremely rude and unhelpful. Whichever one I spoke with today (5/14/26) in particular acted like she did not want to be there and treated every question as an annoyance. It literally felt like walking on ice. When I asked why they could not email the receipt, she told me to leave my name and number. I repeated the exact same question five times, and each time she gave the exact same non-answer without ever explaining why it could not be done. When I asked for her name again so I could document the interaction, she hung up on me. That level of unprofessional behavior from a manager is shocking.
The rest of the staff in the store were just as bad. Every person working there seemed completely lost. They did not know how to operate their own computers or the software on them. When it came to handling insurance claims, especially out-of-state insurance, they were totally clueless and had no idea what they were doing. The first two times I visited, they told me it was approved, and I paid around $200. When I came back this year in 2026 with the same insurance, they told me they could not figure out how to put it in. I was in a rush for an exam, and decided to pay without insurance anyway. When I paid, the charge was that same $200 charge, proving they never used my insurance correctly in the first place. It is clear that everyone working in that store is unqualified for the job and lacks the basic training needed to help customers properly. Not to mention their lack of proper language and professionalism. The environment feels very much like a middle school lunchroom. Loud employees, obnoxious, irrelevant conversations, and foul language use was quite present.
To make matters even worse, I was originally prescribed 14-day contact lenses, but this store has been giving me monthly contacts for the past two years. I only realized the mistake recently after checking and researching into the packagine of my contacts. That is a serious error that went on for a long time and could have affected my eyes, and had a serious effect on how much I was spending.
This is a poorly run store with rude managers, untrained staff, and zero accountability. I will never shop here again and strongly advise anyone else to avoid America’s Best in Tuscaloosa, Alabama. Go somewhere else where they actually know what they are doing and treat customers with basic respect.
