America's Best Contacts & Eyeglasses — Attraction in Union

In late June I paid a visit to America's Best Contacts & Eyeglasses in Union. I took notes in the parking lot after I left because I just knew I had to write a review. I decided to visit America's Best because they're apparently very good with EyeMed insurance. Let's start off with the COVID-19 regulations and maintaining social distancing. The front desk staff was very quick yet thorough with the process of temperature checks, distributing a questionnaire, giving hand sanitizer (even though I was prepared with my own) and directing you to the waiting area. The front desk staff member I spoke to was very friendly despite the extra steps. The waiting area was marked off of where you should and shouldn't sit. There were multiple rows of about 6-8 chairs with tape marking off 2-4 chairs between each seat. I waited about 10 minutes to be pre-screened. That attendant was also very friendly. After another 5-10 minutes I was seen by the doctor which was another short period. As expected, selecting a frame took the most time. The person I was with was told that they were limited to 5 frames to try on. The ones you did not like were to be discarded into the bin. The apprentice optician Bryanna was very flexible, attentive, friendly, and informative. She was able to help with finding the correct size, and even informed me about how to know which size frame is which from the marking on the side.This location lost two stars for me because of management and the "5 frames policy." While she was finding a frame in my size, she took a phone call, which I did not pay mind to but a manager caught her and continuously 'yelled' her name across the store until she got off the phone. I only knew what was happening because we share similar names and I happened to respond to one of the times he was calling her name. The next issue was with another "manager." While we were choosing frames at the table, settling insurance matters, and deciding on lens options, a different manager from the first came up behind us and seemingly motioned to the apprentice optician to speed things up. I happened to catch him when we made eye contact in the mirror while he was doing it. He then came around the desk and seemingly pretended to correct her on her measuring skills, to make it seem like he was doing that the entire time. While we were checking out and she was adjusting our current frames, we could overhear her telling her to do less talking with customers. Needless to say, this made us feel a way. She was not gossiping over high tea, she was being thorough and helping us with choosing frames and lenses that worked for us. She was the epitome of EXCELLENT customer service along with the other two attendants I interacted with which needed to be praised instead of criticized of belittled. The last incident that did it for me was the 5 frame policy. As a long time glasses wearer, choosing glasses is a huge deal. While we were checking out, we also overheard a team member complain to the apprentice we were working with about how many glasses were in the discard bucket and had to be sanitized. Due to the current pandemic, it is hard to continuously maintain sanitary conditions, which is understandable but it has to be done. I also tend to be indecisive, so while I definitely maybe tried on about 7-8 pairs, it was necessary. I have certain needs from my frames such as longer handles and more space left-to-right. As I mentioned before, choosing glasses is NOT something that can be done for most people in 5 frames. Choosing glasses is a year or more commitment. I wish the company or that store would find another way to respect the customer's autonomy while also ensuring their sanitization needs and practices are feasible. In summation, would I visit this location again? Maybe, but I would try to only get assistance from the apprentice optician I spoke to during this visit. Would I recommend you visit this location? Depends. The prices are not drastically different for my glasses from places I've received...

I have been going to this place for a few years now. I have only experienced one rude woman and I just think it was because they are under staffed. I have liked all the doctors there. But I do think they need to try to keep their staff from changing all the time. Doctors and receptionists and other staff is always different. Not good. I did see one of the doctors still there during my past visit and there is one woman receptionist that has been there for awhile otherwise, everyone is always different and I go in there at least twice a year.

But for all the people who think that two pairs of glasses are only $69.00, are you all crazy? You all know that there are always add-ons, to your lenses. If you do not, your glasses would be all scratched up and a smudged up mess. I know, it cost me over $300. But it is still a deal. If you go to a ophthalmologist/surgeons with his own business you pay almost a $1000.00 for two pairs. They charge between $100 - 200 just for frames. Never mind the price of lenses and the add-ons. I do agree, for all those confused people out there, they need to advertise that add-ons for lenses will increase the cost.

I really think this place is better than Lens Crafter and the others. I have always received the wrong prescriptions for my eyes from other places. Even once my expensive eye doctor told me something that was not true and American Best corrected that. I really would like to give a better rating but I can not because of the time it takes to receive your glasses is totally ridiculous. I am still waiting for them. My glasses are broken and I am wearing them taped up. The store informed that they have shipped. My question is, why are their orders not overnight delivery. Really? I do agree with other people regarding that the orders sometimes come in incorrect. I have had that happen too. But I have never had a problem having the issue corrected. But waiting two weeks is completely unacceptable.

I think America Best needs to make more labs closer to their businesses. They need them in more states, not just in Georgia. I also think they could employ more experienced workers in their labs so less mistakes are made or maybe it's because they are also under staffed.

They do need to make some big changes, but it will not happen due to the fact, that is how they keep cost lower. Maybe if we had universal health care, we could go to regular eye doctors and these places would be put out of business.

Maybe Amazon needs needs to get into the eye care business then you get your prime...

I made a total of 5 purchases from this location on 08.25.2023. On 09.04. 2023 I started receiving text about part of my order being ready to be picked up. I decided to wait till the full order was availalbe as I didn't want to have to go multiple times. A couple of day in the week I called to see if my daughters glasses had arrive as they were still missing 1 of her glasses. I kept being told they arrive but haven't been checked in. Instead of me getting a call to advise the status. I called on 09.14.2023 to see what was the status. I was told that the glasses never came in and they don't know what happen. Monica who I was told was the supervisor was to call me the next day with an update the following day. Monica did call but just with the same information that I was given the day before. No other info was given until I asked "what then" which I was told I would have to wait 7-10 business days for them to place and receive the order. Why do I need to wait that long when I was not the one that did not follow up with what was going on with the order? Especially when I kept calling? At the end of the call, I advise I will be going tomorrow which tomorrow meant Saturday. I asked if Monica will be there and she said she would. I go Saturday 09.16.2023 and what a surprise, Monica was not available. First I am told she stepped away for a few. Then I was told she left for the day. Out of 5 or 6 staff people there not one can process a refund. So now what??? It is not the matter that it may have been a human error it is the matter of the service you received when the location that is providing the service treats you like your business don't matter. I paid for the product.. It was not a pay when you arrive to pick up. So what options do American Best in Union NJ provides when the customer do not receive what they pay for. Very disappointed.

Update: From when I added the review till now I received a voicemail from Monica giving several excuses and pretty much stating the staff lied to me when I was there (voicemail which I still have). My husband even spoke to her and advise the reorder ing of the glasses that were missing. Today 10.07.2023 we go to picked them up as I called last week and was told they had them. Guess what??? No glasses due to another mishap. What a surprise. Now they want to process a refund.. Let's see if they can manage to process the refund correctly as I will also be looking into this. Very...