America’s Best Optometrist

The worst experience I’ve had with this optometry chain. For the past three years, I’ve had my eye exams and prescription updates done at different locations of this company in both Utah and California. However, this location was enough to make me completely lose confidence in the entire company. My appointment was scheduled for 4:00 p.m. I arrived at 3:30 p.m. to be on time and respect the appointment schedule. By 4:30 p.m., I still had not been seen. When I asked how much longer the wait would be, I was told, “If you can’t wait, you should just cancel your appointment.” Not only do they fail to honor scheduled appointment times, but the receptionist was rude, disrespectful, and completely indifferent toward patients. That is not the kind of treatment anyone should expect after taking the time to arrive early for an appointment. I will never return to this optometry chain. For me, one location providing such poor customer service is enough to lose a loyal customer. There are plenty of other places that respect their patients’ time and treat people with professionalism and courtesy.

Amazing staff! I came in and they quickly greeted me, the staff that helped me was a younger dude with amazing hair! He was so friendly and energetic, he helped me choose some frames and was kind and helpful the entire time. Would highly recommend this location! It was clean, lively and have you in and out in an appropriate amount of time! Update: came in to pick up my glasses and this woman with Dark brown hair got extremely rude with me. I simply asked her to explain pricing on second pair of lenses and she became upset, yelled over me and cut me off while I was talking. She was terrible.

My experience at America’s Best Contacts & Eyeglasses was disappointing from start to finish. The business model of contracting with independent optometrists may work well for the company, but it often leaves customers getting the short end of the stick. The entire appointment felt rushed, as if the goal was simply to move as many patients through as possible. During my exam, the optometrist, Brittany Lee, moved through the vision tests so quickly that I had to repeatedly ask her to go back because I didn’t have enough time to compare the options. Rather than being patient and accommodating, she seemed irritated by the request. What concerned me most was that my prescription was lowered without what felt like a genuine effort to understand my visual needs and daily activities. An eye exam shouldn’t feel like an assembly line process. Patients deserve individualized care and the opportunity to ask questions without feeling like they’re inconveniencing the provider. Equally disappointing was the optometrist’s demeanor. There was a condescending tone throughout much of the interaction that made me feel talked down to rather than cared for. Professional expertise is important, but so is treating patients with respect. If America’s Best wants to improve the customer experience, it should ensure that the providers representing its brand take the time to listen, communicate respectfully, and prioritize patient care over speed.

I went in for a follow up eye exam since the contacts that were prescribed to me were actually making my distance vision worse. The female doctor was very rude and impatient. I was scolded for not bringing the contacts with me, even though I wasn't told to bring them and they were a trial pair. She would ask me a question during the exam and if I took a moment to think about my answer she was very pushy. I felt extremely rushed and like I was just a number to her. I was going to just let it go, but when I called in to check on the prescription the gal on the phone couldn't find my account, we went through all of my info and nothing came up. I asked her if she got my phone number right and she got upset with me and asked me to just give her a minute she's doing the best she can. I understand her frustration, but I was professional and patient with her. I only asked her if she had the correct phone number. This location needs to take a course on customer service. I'm a paying customer with a choice of who I do business with. It will not be with Americas Best in West Valley again.

I am writing to express my disappointment regarding an interaction I had today with a store manager and representative. I initially called to have a pair of glasses replaced and was assisted by a representative who appeared to be new. While the process took a bit longer, I remained polite and patient, and she was ultimately able to answer all of my questions. She quoted me a price of $44.99+ taxes for the replacement glasses. While she was completing the order, I asked two simple questions regarding the warranty coverage and the expected turnaround time. After answering, she placed me on hold. Shortly after, another individual joined the call but did not identify herself, which I found both unprofessional and unusual. She informed me that the cost would now be approximately $100-$150. When I explained that I had just been quoted $44.99, the tone of the conversation shifted. Rather than clarifying the discrepancy, I was met with a dismissive and increasingly aggressive response. I was repeatedly asked whether I wanted to proceed with the order, without any effort to address the conflicting information I had been given. Eventually, it was mentioned that the original quote may have been based on a “bundle,” but was very dismissive, The mistake was not acknowledged in a constructive way. When I asked what had happened to the original representative, I was told that she had described me as being “difficult,” which is a LIE. At no point during the call did I behave inappropriately, I simply asked questions to better understand the service and pricing. I know when someone is being difficult because I have worked in the customer service industry at every level. Due to the manner in which the situation was handled, I chose not to proceed with the purchase. I called back to confirm whether calls are recorded, and Whitney informed me that they are. I would greatly appreciate it if this call could be reviewed. The interaction took place on April 18, 2026, at approximately 10:20 AM Mountain Time, and the call duration was 17 minutes. I have a strong sense of what may have occurred. It seems likely that, rather than admitting a pricing error and explaining that the correct price was approximately $100+$150, the representative may have felt uncomfortable having that conversation. Instead, I was inaccurately characterized as “difficult,” and the manager appears to have accepted that characterization without fully reviewing the situation. This could’ve been a great teaching moment for the representative instead, the manager decided to play the hero and jump off the ledge with the employee for no reason. This interaction was very disappointing. I have visited this location multiple times and purchased glasses for my three children, and until now, every experience has been exceptional. This experience was extremely frustrating—NOT because of the pricing discrepancy, but due to the lack of professionalism and the inaccurate portrayal of my behavior. Based on this interaction, I am VERY unlikely return to this location or any location. At this point, I will have to do my own research and explore other options, such as Walmart or Costco, to see what they have to offer. This experience will definitely stay with me for some time.