If I could set people on fire with my mind, there’s an America’s Best store that would be mere cinders.
I went there back in late May to get a new contact lens prescription. I had a plan with free eye exams, so it seemed like the smartest play. Everything went smoothly, and I walked out the door with my Rx.
I ordered from Vision Direct via Mr. Rebates for a sizeable discount. The lenses arrived in early July. Around late July/early August, I noticed a persistent problem with the left lens. I sometimes had to blink a bunch to get it to focus on smaller details.
But life intervened, and I didn’t get around to making an appointment until early October. I was taken in for a new exam, protested, and the manager explained that it had been too long to just do a fitting. Instead, they had to begin anew.
At the end of the exam, the ophthalmologist confirmed that the left lens wasn’t moving correctly on my eye. Apparently the brand I use isn’t always optimal for astigmatism. The lens doesn’t correct for the warp, so these sorts of issues sometimes arise. Would have been nice if the other doctor had mentioned this – or even asked if I wanted to continue with my current brand.
Instead, I was given a slightly altered prescription for my left eye, and they charged me $90 for replacement lenses.
It took me two days to realize they had charged me for a set rather than a single lens. I called the store, sure that it was an oversight. Nope. Since this was a new prescription, they insisted I order the full set. Even though the prescription for my right eye remained the same.
I brought up the doctor mistake/bad call and how annoying it was that the cost of all this fell on me. And that I would have taken different lenses if the option had been offered. The manager insisted that I didn’t actually need the other kind. It wasn’t that I needed different lenses, just this new prescription.
He was patient but not really apologetic about my frustration and confusion. I got annoyed and told him to just have the prescription ready. I’d come pick it up and go somewhere else.
That’s when I learned that America’s Best doesn’t give out lens prescriptions. (I did call around and found that the policy is legal.) I pointed out that I got one on my first visit. He couldn’t explain it and was very firm that they wouldn’t make an(other) exception.
I hung up in frustration, then realized I hadn’t told him to cancel the order. I called the store and was told he was with someone else. I told the receptionist that he needed to cancel the order. That it was very important. (In the meantime, I switched back to my old left lens. By comparison it’s perfect.)
A couple of weeks later, I noticed the purchase hadn’t been credited back to my card. I called the store. Sure enough, it hadn’t been cancelled. The woman apologized and cancelled the order while I was on the phone with her.
As of Monday it had been a couple more weeks and still no credit. I called once again. Not only was the order not cancelled, it had been filled. The lenses had been waiting in the office since October 18th. They never called us, and the lady didn’t say anything about them when I called in early November.
Turns out, you can’t cancel an order over the phone. You have to come to the store and sign receipts. And the cherry on top: It’s only two days before the close of my billing cycle. I won’t get credit until December for an order I tried to cancel in early October.
I’m off to practice setting people on fire with my mind. If you hear about any America’s Best fire-related disasters, just know that I may call on you for an alibi.
Anyone else have experience with America’s Best?