I have had an awful experience at the Huntsville office of America's Best Eyeglasses. I had a good exam and was seated with a glasses rep. I asked her if I should replace my frames or get new lenses in the ones I had. I was told my frames (which I bought a year ago for $300) were in excellent condition and lenses would be a good idea. I ordered the lenses and paid $121 (including exam) to get the lenses put into my frames. When I got them back, they were damaged. The screw striped, the finish removed and scratched, and the frames bent. I took them back. The lady (who was very rude and basically accused me of being dishonest) just screwed it back together and bent the frame with a pair of pliers. When I said I was still not satisfied she said I could trade them for one pair of 1 pair of 2 for $69 frames (which was an issue since my frames were worth $300). However, my frames were damaged, so I reluctantly agreed. I then had to pay an additional $42 for the lenses in the replacement pair of glasses. So at this point I have paid $163 dollars for a 2 for $69 pair. When I arrived to pick the replacement pair up I was told I would have to give them my frames (although damaged cost me $300) along with the lenses that I already paid $121 for. They also treated me with great disrespect. They were so unprofessional that other people waiting for service commented on it. All the employees were huddled around the doorway where I was trying to speak privately with the manager, and when I told him this made me uncomfortable he basically said there was nothing he would do about the employees. Needless to say I feel that I have been treated worse than a criminal. I have paid America's Best more than twice what the replacement pair of glasses would have cost had I bought them the first day instead of replacing the lenses in my existing frames. I still have no glasses.
When my glasses were sent in, I signed no waiver and no one explained to me that if my glasses we ruined they would not do the right thing. Had I known, I would have taken the cheap glasses deal instead of choosing to ruin my good frames. My main issue is that I have paid more than twice the value of the replacement glasses (to America's Best) and an additional $300 for my frames which are now damaged, and I am still being asked to surrender my frames.
The second issue that disturbs me is the lack of professionalism of the employees. The shear fact that the store manager would not ask his employees to get back to work rather than eavesdrop on our conversation is beyond reprehensible. I am considering filing a better business bureau complaint as well as contesting the charge to my credit card if we cannot reach a mutual compromise.
I would simply like to feel that I did not get completely overcharged for this horrible experience. Be careful... These employees are very unprofessional... I only dare to wonder what they do with personal information of clients the way they were all huddled around talking about me (the victim in the situation).
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