America’s Best Optometrist

I recently had the pleasure of meeting Allison at the Albany Oregon America's Best store number 5247 She was the most patient and thorough and pleasant associate that I've had the opportunity to work with their in many years. Not only was she thorough but she was kind even though she knew I was getting more and more upset with every choice I had made not being what I was told a month earlier when I checked in with my insurance and made the appointment I was told that I can have two pairs of progressives in the first pair would be paid for with my insurance and the second pair would be 40% off. Unfortunately this was not the case so I became more and more difficult and upset because we couldn't get the price within my budget. But Allison continued and continued and continued to be pleasant and we finally came to an agreement about what to purchase and in the end I was pleased with my choice but I was more pleased because of Allison's fabulous customer service ,it absolutely the best.

Writing this review because my friend doesn’t, but I was her ride this morning for an a.m. appointment. We have used America’s best in the past, but was hesitant to go because of all their reviews. Had to call off work to make it into this appointment and for them to Cancel 15 minutes before hand it’s just unprofessional I don’t know why make these appointments you know you’re not going to have “staff” Officially moving eye care provider and beware Make sure you have enough Time to get screwed over by last-minute call

I chose this location because it was the only provider south of Salem that accepted my insurance. Unfortunately, from start to finish, this was one of the most ridiculous and aggrivating experiences I've had. Issue #1: Insurance confusion before the appointment even started. When I arrived, the associate helping me, Veronica, told me they did not accept my insurance because she didn't have it listed. This was despite the fact that I had confirmed coverage both when scheduling the appointment and directly with my insurance company beforehand. She eventually had to call another location to verify the information, but acted as though doing so was a major inconvenience. Issue #2: Problems with the eye exam. The exam itself went smoothly until the end, when the virtual optometrist apparently forgot to save my prescription before closing my chart. I had to return to the exam room and wait approximately 20 minutes while an associate called technical support and tried to figure out how to recover and save the prescription. Issue #3: Incorrect insurance processing and billing. After selecting and paying out of pocket for a pair of glasses, I asked about ordering contacts. My insurance benefit covers up to $170 toward contacts, so I requested a one-year supply and expected to pay any remaining balance myself. Instead, I was repeatedly told my insurance would only cover $95. On top of that, I was charged a $60 exam fee that should have been covered 100% by my insurance. After multiple failed attempts to process everything correctly, I was told to go home and call my insurance company myself. Issue #4: The insurance issue was caused by employee error. After speaking with my insurance company, I returned to the store. Veronica again ran into the same issue. Another employee suggested deleting and re-entering my insurance information from scratch. Veronica seemed annoyed to do this, but as soon as she re-entered the information correctly, the full $170 benefit magically appeared. The problem was not my insurance, it was entered incorrectly from the beginning. Instead of taking ownership of the mistake, the blame was repeatedly placed on me and my insurance provider. Issue #5: The wrong contacts were ordered. I specifically requested a one-year supply of bi-weekly contacts. Veronica processed the order and I paid more than $150 out of pocket. When my husband later picked up the order, we discovered that she had ordered three months' worth of daily contacts instead. I genuinely do not understand how an order could be that different from what was requested. Issue #6: Management promised a resolution and still got it wrong. I called and spoke with the manager, who apologized and assured me she would make the situation right. She told me she would order the correct one-year supply of bi-weekly contacts and waive any additional fees because of all the mistakes that had occurred. A week later, I returned to pick up my contacts, expecting the issue to finally be resolved. Instead, there were only two boxes waiting for me. When I explained that I was supposed to be receiving a one-year supply, the associate helping me checked the order and informed me that the manager had only ordered two boxes. He acknowledged the mistake and offered to add two more boxes to try to make it right. At this point, I had dealt with insurance errors, billing issues, prescription problems, incorrect orders, and now even the manager's attempted fix was processed incorrectly. Every step of this experience involved errors, delays, or misinformation. Mistakes happen, but what was most frustrating was the complete lack of attention to detail and the fact that I repeatedly had to spend my own time correcting problems that were created by the staff. What should have been a simple eye exam and contact lens order turned into multiple visits, phone calls, and hours of unnecessary frustration. I cannot recommend this location based on my experience. I would much rather drive to Salem every year than ever go to this location again.

We have been buying glasses here for almost 10 years for our kiddo. Only in the last few have I needed them myself. This year I decided to splurge and get some extras on my lenses, specifically transitions. I sometimes struggle to understand things or retain information so I didnt know what to expect with my glasses. The gal that helped me initially, did a great job. My husband was with me and he seemed to understand what she sold me and agreed to go for it. Fast forward to needing to replace that pair because the lab didnt cut the lenses correctly and they weren't safe to wear. I brought them back and that same gal encouraged me and replaced them free of charge. Fast forward to today I went in because I had questions about transition glasses, having never worn them before. I explained what I was experiencing and how I was struggling to see and Larry (whom I consider the Eyewear guru) was working and he and that sweet gal helped me understand where I went wrong in my order. She didnt know that transitions without the antiglare package weren't the best choice for people like me who walk around doing life like they have a permanent smudge on their eyeballs. She was so sweet and acknowledged learning something new today. I adore her and I wish id grabbed her name before I left. And Larry fixed the order for me so im not walking around still half blind and he did so with no complaints, no extra charges, no rudeness. He quietly fixed it while I was still talking to the gal and he handed me the order receipt and told me to keep wearing this set til my new ones came in. I literally left in tears (the good kind). I have ALWAYS had excellent service with these folks. They always do their best to get us what we need and the gal I originally ordered with was so uplifting with helping me pick a style that fit my face nicely. There arent thanks enough for how kind and professional these individuals are. I do have vision insurance but its exclusive to a facility thats not here because its through my husband's employer. So i get my eye exams there but would rather come here to shop for what I need BECAUSE of the excellent service we recieve, the affordable frames, and their satisfaction guarantee. Everyone I know that has to shop for glasses, Ive sent them here. After today, the praise goes up several notches and my gratitude is through the roof. There are good people in this world and Larry and his coworkers are proof of that! Send it up the corporate ladder that these folks deserve a raise! Signed, A grateful Customer for life.

Just went to this location to get my link they’re very helpful. Then I tried to ask about having a better pair of glasses made. I asked the ladies several times but the particular brand was I wanted. She wouldn’t even get up from the desk to help me plant it out I just left