DOWNINGTOWN, PENNSYLVANIA -- My 18 year old daughter recently had an eye exam at America's Best Contacts and Eyeglasses in Pennsylvania and picked out a pair of eyeglasses to purchase. Also went home with a pair of contact lens to try.
Eyeglass Complaints are as follows:
1. When ordering the glasses, the technician did not check to see if the glasses would fit properly, and when my daughter went back for a fitting when the glasses arrived, the technician had problems fitting them to her face. The nose piece is too small for the bridge of her nose.
2. The above mentioned technician explained nothing during the first visit, except the final price, not giving me an itemized receipt even when asked for. I should have pushed harder, granted, but figured they were honest and aboveboard. (I was charged for extra's I did not ask for, but as I said, I should have pushed harder to see an itemized receipt which I was finally awarded on the third visit when pushing for a copy.) NO CUSTOMER SERVICE at all, the technician was on the phone, talking to others, etc. I should have walked out, but my daughter already had the eye exam. Basically the technician explained nothing to us, did nothing but put the order into the computer in between phone calls and other tasks. Not what I am used to when purchasing eyeglasses from reputable firms, and have purchased eyeglasses for myself for over 40 years. In retrospect, I should have immediately walked out.
2. Technician # 2 fitting the completed eyeglasses upon the return visit, conferred with others, whispering, which my daughter overheard, that the glasses did not fit properly. Instead of being upfront and honest, they fit the earpieces behind her ears and sent her on her way. I did not accompany her on that visit. She is 18. What a lesson she learned about dishonesty and deception. Did they think it would be easy because she was only 18? We had to leave for college the next day, and I didn't realize the extent of the poor fit until later at college.
3. Approximately two weeks later, the hinge broke on these new glasses. She was now in college and there are no America's Best in that part of the country. She mailed them back to me. I took them to the local store where we had the problems, asking for a refund, due primarily to the poor fit and our inability for her to come in for a proper fitting for a new pair. Was told that they could not issue a refund because I brought them back in two pieces.(From the manager.) They supposedly have a refund policy that you can get a refund within a month if you are not satisfied.(From their website: We offer a 30-day return policy on eyeglasses when accompanied by a receipt.) Hell yes, I was not satisfied, poorly fitting glasses that could not be fixed, and defective hinges, that could be fixed. Let me make this clear, the hinge broke through no fault of my daughter's, the piece of metal inside the hinge itself snapped, it is defective. No dropping, no abuse, nothing, and yes, she is in college! So no refund was issued as the glasses were returned in less than perfect condition, through no fault of ours. They did replace the frames with a pair on the shelf, fitting the original lens into the new frame - the exact same poorly fitting frame. THAT does not take care of the original issue of poorly fitting eye glasses. Nor does it make me feel good that even the earpieces may not fit now as my daughter is away at college and I have to pay to mail them back. We were told we could come back during Thanksgiving break when she is coming home to replace the glasses with a pair that fit, but that does not help if they cannot be worn properly and comfortably between Sept. and end of November. Yes, it is not America's Best's fault that she lives so far away. I understand that. I do wonder about an organization that will go through three pair of frames and two pair of lens for about $120 instead of refunding me so we could get my daughter glasses that fit properly. Do they care about their customer and their ability to see? Doesn't seem that way to me. (AGAIN, lesson learned by me, make sure the place we get glasses has a branch close to college.) And the refund policy, guess they got me on a technicality, broken glasses due to no fault of our own, but a defect in the frames.
4. During this third transaction mentioned above, again two employees were whispering a few feet away from me about the problem, definitely poor customer service, and rude and unprofessional. Unfortunately I also became unprofessional for a few moments, but did apologize after yelling at the manager who did appear after the rude whispering and my talking to two others first.
5. I have another issue with the contact lens, but once again, and I won't go into that whole story, but it all comes down to lack of training, lack of professionalism, and lack of commitment to customer service that is clearly advertised. I have no problem with the eye exam part that was performed by an optometrist, but the same technician did part of the exam, again with no explanation of what she was doing.
6. Five people in my household wear glasses, three additionally use contact lens. I bought and paid for a three year $99 exam which entitles my daughter two two more eye visits. Will I use this outfit again? NO.