I ordered two pair of glasses in Feb. 09 and when the first pair arrived, it was the wrong pair. No big deal or so I thought. The plan was to send the pair back for the correction and I would pick both pairs up when they arrived within a week - 10 days. The 2nd pair arrived, but no replacement for the 1st pair. I made several calls about what the delay was and was repeatedly put on hold and told that someone would call me back. During one of the calls, I was frustrated and stated that this was f'd up. I apologized for this later. No one ever called back. Finally I called customer services and was advised that I would get an additional discount when the replacement pair came in. Frustrated, but fine. When the additonal pair came in, I went to pick them up, along with the other pair and was advised that I was being given the pair that was not made correctly. This was not at my request. I asked if the additional pair could be tinted and offered to pay for the process. I was told by Scott, the mgr., no problem, that he could do this in store and they would be ready the following Tuesday. I called on Tuesday and was advised that they were not back from the labs yet, which means that he lied about an instore process, but that I would be called when they came in and I could have them mailed to me. We confirmed my address and I thought things were good. He stated that he had placed a not on the order to mail them as soon as they arrived. Two weeks passed and no call, three weeks, no call. I called them and asked Scott what was going on, he was not sure, laughed stating, "oh you must admit this is funny, given the history." He stated he would check on it and call me back that afternoon. No call again, should I be surprised?
About four days passed and I finally got a message, stating, ha ha, another funny, the glasses came in, but because I had not picked them up, they were sent back to the lab and have now been re-ordered! It should be about a week and they would be sent out. That was around April 23. No calls until May 11, stating that the glasses were in and I should pick them up. Rather than risk the whole mail issue again, I went out to the store on 5/21/09 to pick them up. The staff could not find them and then advised me that they had been shipped. When I became angry and upset at the lack of communication, I was told, "Don't blame me, Scott handled this.!" Not once during this process has anyone at America's Best taken any responsibility for all of the mistakes and lack of communication. I asked what address they had sent the glasses to. The woman stated, what is your address? I again stated, what address did you ship them to. She informed me that they had shipped them to my old address, never mind on three occasions, including my initial appointment to update the address. I left the store in a huff and did comment that this whole thing was "f) g ridiculas!" Which it has been, with no one taking any responsibility. After being home a couple of hours, I noticed a voice mail, from the eye doctor, who left me a bullying message chastizing me for my behavior in his store! Give me a break at this point... Anyone would have been more than frustrated! At work, I received a message from the manager Scott at my office phone, probably because he did not have the balls to call my cell phone, again chastizing me and stating that I was not welcome in "his" store. I have always purchased glasses through America's Best and readily referred people to them, however this entire experience has been a true example of lacking customer services, not taking responsibility and passing the buck on mistake after mistake.
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