America’s Best Contacts & Eyeglasses

Great experience from start to finish! Dr. Derek Warren was thorough during my exam, took the time to listen to my concerns, and answered my questions about my prescription. The sales associate Jimena was incredibly friendly and made the ordering process easy. My glasses were ready for pickup in about nine days, which was exactly as expected. When I picked them up, they took the time and adjusted the frames to ensure they fit comfortably and properly. Overall, a smooth and positive experience

I have been an America's Best customer for over 2½ years, and unfortunately this experience has ended that relationship. I scheduled an eye appointment for June 14 primarily to obtain new contact lenses and to have an accommodations form completed for a graduate school examination. The accommodations request was based on a diagnosis previously provided by an America's Best doctor, Dr. Harper, during an earlier visit. During my appointment, I met with Dr. Nguyen. Despite acknowledging that he reviewed my records and saw the prior diagnosis in my chart, he refused to complete the accommodations documentation. Instead, he repeatedly stated that he was not qualified to sign the form and suggested that I see a specialized ophthalmologist regarding an unrelated issue that had nothing to do with the diagnosis for which I was requesting accommodations. What made this especially frustrating is that I was not asking for a new diagnosis or a new determination. I was asking the practice to stand behind a diagnosis that had already been made by one of its own providers, Dr. Harper. Dr. Nguyen also suggested that because he was not an MD, he could not complete the form. This explanation made little sense to me, particularly given that the diagnosis in question was made within the scope of optometric care. After the appointment, I contacted my graduate program directly and confirmed that optometrists are, in fact, permitted to complete these accommodation forms. I was informed that many students have their eye doctors complete similar documentation. As a Black woman, the interaction left me feeling singled out, dismissed, and treated differently than I believe another patient might have been. Dr. Nguyen's demeanor was rude, condescending, and unsupportive throughout the conversation. While I cannot know his intent, the experience felt discriminatory and raised serious concerns for me about HIS bias in patient care with patients of color. Beyond that, the refusal to support a documented disability-related accommodation felt ableist. Rather than reviewing the existing diagnosis and assisting with a reasonable request, I was repeatedly redirected elsewhere despite the relevant information already existing in my medical record. I followed up on Wednesday, June 17, and spoke with Assistant Manager Yamileth. Unfortunately, that interaction only contributed to my concerns. Although she initially presented herself as helpful, I felt she minimized the seriousness and urgency of the situation, failed to thoroughly assess what had occurred, and seemed more interested in ending the conversation than addressing my concerns. I left the call feeling dismissed rather than supported. I am requesting that America's Best review this matter, including Dr. Nguyen's refusal to support documentation connected to an existing diagnosis in my chart, as well as the handling of my complaint by management. Patients seeking accommodations for documented disabilities should not be made to feel dismissed, unsupported, or forced to fight for recognition of diagnoses already established within your own practice. After more than two years as a customer, using my hard earned insurance that I pay for out of every check, I am extremely disappointed and disgusted by how this situation was handled and will not be returning.

I have been a loyal patient for quite some time, which made this experience especially disappointing. Before my appointment, I called the office because I knew I would likely arrive about two-3 minutes beyond the 10-minute grace period. The representative I spoke with assured me that I would still be able to be seen. Based on that information, I continued to my appointment. When I arrived, a different staff member informed me that I could not be seen after all. While I understand that offices have policies and schedules to maintain, what was frustrating was the complete lack of effort to find a solution. There was no attempt to speak with the doctor, verify the information I had been given, or explore whether any accommodation could be made. The issue wasn’t the policy itself—it was the inconsistency in communication and the lack of customer service when the misunderstanding occurred. As a long-time patient, I left feeling dismissed and unvalued. I hope this office improves communication between staff members and places greater emphasis on patient care and problem-solving when situations like this arise.

A while back My boyfriend came here to get glasses and ask for pricing. He asked an associate for any deals and she called him broke…needless to say we use a different place now. I made sure to call and report this incident to the manager. She was extremely helpful and apologetic for the person that did that and took my complaint seriously, But they definitely need to work on who they have at front of the house and common decency.

I typically don’t have issues with this location when it comes to the eye exam and glasses but my most recent yearly visit I have had some issues. I always get 2 pairs of glasses when I shop with Americas best. I picked up both the glasses and later noticed a scratch that I was able to catch in the sunlight when I left the store. I had to take them back and have the right side repaid plus they had to readjust my second pair of glasses because they weren’t fitting properly on my face. I went back and tried on the 1st pair that were scratched and the left side was now scratched. The lady assisting with me didn’t believe me and gave me attitude because the glasses were scratched but she did take them back and said they would fix them. I’m going back today for the 3rd time so maybe now they will be fixed. If they still have scratches on them I will be asking for a refund at this point but I won’t know until I pick them up again today.