America’s Best Contacts & Eyeglasses

I have to say this has been a very bad customer service experience. The eye exam was EXCELLENT; however, it was all down hill from there. You get virtually no assistance when looking for frames. I spent a good while looking and, although there were available associates, no one offered any assistance. The selection is pretty good so I found a pair of frames and sunglasses I really like. There was one associate who was assisting in fitting glasses and placing the orders. His name was Jarrod. He seemed nice but rather apathetic– not very engaging. I made sure to tell him I specifically wanted the new Nikon lenses. It seemed like it was an extra effort he had to make in order to find the lens pricing. He measured me for the frames, marked the line for the bifocal, and then, when I told him I wanted to use my vision insurance, it seemed to be an extra burden. Ok, order placed. When it printed out, he didn’t review my order with me (my mistake too for not reaffirming my order, but i shouldn’t have to. It should be part of the CS experience) I pay in full, take my receipt and leave.
When I get home I reviewed my order. Yup, you guessed it, my order was wrong. I called, spoke with Laurie, the manager, she apologized and offered to re-​ring the order. Great! Except she calls me a few minutes later to tell me the Nikon lens doesn’t come in my Rx and she didn’t catch it before she refunded the credit card. Now I have to go over and have them re-​ring it. Since I used my medical expense pay flex card, they wouldn’t authorize the re-​order until they received the receipt for the previous order. Laurie checked in the system to make sure the order wasn’t cancelled at the lab. No cancellation showing.
About 10 days later I call (they had my number wrong) and am told my glasses are in. When I get there, only the sunglasses are in. Laurie checked to see if the glasses have shipped. Not yet. She told me she would call me the next day with an ETA as to when they would arrive.
As promised Laurie followed through but apologetically told me the order was indeed cancelled and she needs to re-​ring the order. I confirmed when I would be there. She assured me she would be there. Another trip. When I arrived, no Laurie. She did leave instructions with Diane (?) who re-​placed the order. When I tried to confirm the type of lenses, she, instead of confirming, held up her hand and said, «It’s whatever you discussed between you and Laurie.» Why, for the life of me, I didn’t just ask for a refund on the spot and take my Rx elsewhere, I don’t know.
I work as member service advocate. It’s what I’ve done nearly all my adult life and CS is what it is all about for me. I know how tough dealing with the public can be, so I am conscientious and courteous when it comes to talking with those who serve me.
All of this to say… America’s Best is NOT the best place to do business with until they figure out how to provide a much better customer service experience. This is my second and last time I will use them. Too bad. I would have been a customer for life.

After making a few calls (I’m not going to feign having done a great amount of research, it literally was just a few calls), I decided America’s Best was going to give me the best bang for my buck.
Versus getting a single pair of glasses elsewhere for probably 150 – 170 (including the exam and knowing exactly what frame I wanted), I took AB up on their «Two Pair» deal, where you get two pairs of glasses and get the eye exam free. It’s also noteworthy they also had deals where the second frames were also 50% off on top of the free exam, but I’m pretty particualr about what I want on my face… so I just identical pairs.
In any case, I ended up getting two pairs of Ray Ban RX5092 ‘s, lenses, and eye exam for $ 200— which isn’t bad these were among the most expensive frames you can walk out of there with. They advertise that you walk out of there with two pairs for $ 69 buck including the free eye exam, and the price goes up little by little as you pick out a more expensive frame. They website makes it easy to navigate your options, I highly recommend viewing it prior to going on!