I’ve been a loyal customer at America’s Best for years, but after this experience, I don’t plan on returning. I’m not typically one to leave complaints or negative reviews, which makes this situation even more disappointing.
On 03/11, my husband and I ordered four pairs of glasses—two for him, and one pair of glasses plus sunglasses for me. During the appointment, Teri was very pushy about upgrading to polycarbonate lenses. Even after I clearly stated multiple times that I preferred standard plastic lenses (and was okay with how they fit my wire frames), the upselling continued until I eventually gave in just to move things along.
We live over an hour away, so we chose to have our order shipped. However, Teri had already completed and closed my husband’s transaction before mentioning the shipping option, so she added everything under my account instead and noted to hold his glasses until all four pairs were ready to ship together.
We were told to expect everything around March 24th. My husband’s glasses arrived late on March 26th—separately, which already contradicted what we were told. When I called on March 30th to check on my order, I was told there was a delay, but that my sunglasses were ready. Since we were coming into town the next day, we picked those up on March 31st. At that time, I was told my remaining glasses should arrive by April 1st and that I’d receive a call.
I never received any call.
On April 6th, I called again and was told they didn’t have my glasses and weren’t sure where they were. I was promised a call back after someone checked with a supervisor. No one called. I followed up again on April 8th and was told the same thing—and again, no follow-up.
Finally, on April 10th, I called once more and was told a supervisor would be in later and would call me back. That never happened either, so I called again that afternoon and asked directly to speak with a supervisor. After being on hold for about 10 minutes, the supervisor checked in the back and found my glasses within minutes—apparently they had been there for some time.
At this point, it has been nearly a full month since we placed our order, which is completely unacceptable.
He explained the confusion may have been due to a note about holding the order until everything arrived, but that didn’t even happen, as items had already been given or shipped separately. He said he would ship my glasses out the next morning.
At that point, I was extremely frustrated—not just with the delays, but with the lack of communication and repeated failure to follow through. I contacted customer care to file a complaint and ask about compensation. After speaking with the store, they offered me a free eyeglass case (valued at $10) as the only resolution.
After years of being a customer, this experience was incredibly disappointing. Poor communication, disorganization, and lack of accountability made what should have been a simple process unnecessarily stressful. It’s pretty upsetting that I had to call 4 times in 1 week with zero follow-up from staff.
