America's Best Contacts & Eyeglasses — Local services in Philadelphia

So, I've been a customer of America's Best for about 6 years now... and honestly, I'm not sure why because they do such a horrible job at customer service. Every single location I've been to, about 5 of them over PA and South Jersey, have poor service.

I only use them to get my eye exam every year. $99 for 3 years worth of eye exams - which is the best thing about them. But for whatever reason, even that they can't give excellent customer service on.

This one specifically I went to about a month and a half ago because I was at the mall buying sneakers for my best friend. I had my glasses and I knew I was playing basketball that night so went to buy contacts. I've been wearing my glasses for months because the last time I was trying to find contacts, they just didn't work.

Anyway, I go in and I was told my exam just expired. So I dropped another $99 and took a new one on the spot. They said they'll have my trials in a week. A few days passed and they call. I come in, try them on and this is where the same problems begin. I'm asking questions because it didn't feel right in my left eye (it never does, my eye be tripping), but the doctor, as usual, is writing notes and rushing to get to the next patient that he's really not paying me any mind. It felt big, and still was blurry but he said my eye will get used to it. As if that's a good response. I don't want it to feel big or blurry and get used to it. Fix it. Help me figure this out. He tells me come back in a week or so.

I began to travel and forgot to come in. But literally, on my third day wearing them, I'm going to Rite Aid to get some conditioner (gotta keep my hair poppin), and my contact in my left eye literally just jumps out. Boom. It's gone. Back to my glasses while I'm away from home. When I get back, I call and come in. I explain what happened, and they literally told me I have to purchase my contacts. That I can get a second trial pair of lens. That this one is what I need and my eye will get used to it. I explain what's wrong, and it still feels the same and honestly, it felt like they thought I was trying to scam them out of free trial contacts. So they are telling me I have to buy contacts THAT DON'T WORK IN MY EYES OR FEEL RIGHT... so I walked out.

This is just one of many poor service moments I've experienced here. I'm over it. I'm getting my prescription (and let's see if that's even going to be an issue) and I'm going somewhere else. Any suggestions?

Get it together America's Best... you're...

Update #2: STILL(x2) don't have my glasses. Second set ordered were lost. I am now on my third lens order. Was told (by District Manager) that they would arrive in store on Wed, 11/22. All well and good, except this location closes for the holiday @ 3PM. So now I have to take off from work early just to get there in time. And that is assuming the daily shipment even gets to the store before they close.

I cannot state this in any more certain terms: This was the worst mistake as a consumer that I have ever made. Please, for your own well being and sanity, go elsewhere. Do not entrust your vision to this company

Update: STILL don't have my glasses. Have been getting the run around for 3 days now about where my second pair even is. General Manager has already agreed to refund the cost of said pair, which does nothing for me, as I wouldn't be able to see the refund if it was right in front of my face.

AVOID THIS COMPANY AT ALL COSTS. I would spend a month's pay at Lens Crafter or elsewhere on a single pair of frames than EVER give this company my business again.

My glasses were originally sent to the store within five days of my appointment, well within the 7-10 day promise.

I am not sure if a mistake was made in store or at the lab, but my Rx was wrong on the lenses and had to be remade. I am now on the fourth day since then and am told that they are done but haven't shipped to the store yet.

This clearly tells me there was no urgency placed on completing my order the 2nd time around, despite the mistake being on AB's end. I have had to use five year old pair of outdated Rx glasses while this has all been going on and feel there is, again, no sense of urgency on the part of the company to remedy their mistake.

At this stage, it seems worth it to me to just fork over double the price at Lens Crafters and know I'll get my glasses the same day, instead of struggling through two weeks of mistakes on AB's behalf.

Very...

Greetings,

This was my first time at America’s Best. My appointment was 7/26/18 at 4:40. I arrived at 4:30 and was greeted promptly and given the patient form to fill out and gave them my insurance info. I waited about 5 minutes before I was seen by Terry for the initial exam. Had a very pleasant conversation with her about families. She informed that though Dr. Stauble was young, he was was very thorough and if he found something wrong, he would refer me immediately to have the issue addressed.

Dr. Stable is a sweetheart. He was very thorough and explained everything he was doing; he also pointed out all the parts of my eye 👁 ... he even told me I have freckles in my eyes! Who knew?!

The last part of my experience was with Jenny. I had picked out 2 frames. She started the fitting process and when I explained that I really don’t want to wear glasses 🤓 at all due to vanity and wanted the glasses to disappear on my face, she immediately told me “Oh no, you want to look at these over here.” There was a whole wall of rimless frames which was the look I was going for. She recommended a particular frame and I agreed with her.

So, the paperwork. There was a misstep with my paperwork and my insurance was not included in my price and I paid a deposit. Once I realized this, Jenny was a true professional and was patient in reworking everything even though it was now 6:05 and she was supposed to get off at 6; they close at 6:30. The reworking took us to about 6:20 with me apologizing for not asking sooner whether my insurance was included and her having to stay. She told me I had nothing to apologize for and that she should have checked that herself. Jenny, thank you for loving your job and for being customer focused.

I will be going back for my eye care needs and am trying to get my mom...