I rarely leave negative reviews, but after everything I’ve been through with America’s Best, I feel other customers should know about my experience. It started at another America’s Best location, where I purchased six pairs of glasses. I couldn’t wear any of them because everything was blurry. After struggling with them for almost 11 months, I finally went back and asked them to recheck my prescription. I even paid for another eye exam. It turned out the original prescription was significantly wrong, which explained why none of my glasses were usable. To their credit, they agreed to replace all of the lenses. Unfortunately, that’s when my experience with the Cerritos location became just as frustrating. When I picked up one of my repaired pairs, I immediately noticed one of the arms was crooked. As soon as I got to my car and put them on, I called the store. The employee I spoke with told me not to worry and said I could bring them back whenever I wanted. Later that day, I returned, and I was told the glasses had likely been damaged by the lab during the lens replacement process. I was assured they would replace the frame, but instead of replacing it outright, they told me I would only receive a $186 credit even though I originally paid $210 for the frame. Today I returned to resolve the issue and was helped by Rick. Unfortunately, the customer service was extremely disappointing. He was sitting on his phone when I walked in and acted as though I was interrupting him. After I explained the entire situation, his response was basically that he didn’t know anything about it and that I could go pick out another pair. He never offered to walk me over, help me find a replacement, or explain the process. When I asked him to unlock a display case so I could look at a pair, he acted inconvenienced and annoyed. There was no professionalism, no empathy, and no effort to help resolve a problem that wasn’t my fault. I sincerely hope management reviews the security camera footage from my visit because it clearly reflects how I was treated. This entire experience has been exhausting. First, I spent nearly a year unable to wear six pairs of glasses because of an incorrect prescription. Then one of the replacement frames was damaged during the repair process. Now I’m having to fight just to have the damaged frame replaced after being told it would be. At this point, I just want the last pair fixed so I can move on. Based on my experience, I cannot recommend this location. The level of customer service was poor, the communication has been inconsistent, and the entire process has been far more difficult than it ever should have been.
