• Report: #345403

Complaint Review: America's Best Eyeglasses- Huntsville, AL

  • Submitted: Sat, June 28, 2008
  • Updated: Mon, February 23, 2009

  • Reported By:Huntsville Alabama
America's Best Eyeglasses- Huntsville, AL
3030 Memorial Pkwy SW Huntsville, Alabama U.S.A.

America's Best Eyeglasses- Huntsville, AL Unprofessional Staff & Terrible Service! Huntsville Alabama

*Consumer Comment: America's Best - The way to get what you deserve

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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).

Huntsville, Alabama

This report was posted on Ripoff Report on 06/28/2008 04:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/Americas-Best-Eyeglasses-Huntsville-AL/Huntsville-Alabama-35801/Americas-Best-Eyeglasses-Huntsville-AL-Unprofessional-Staff-Terrible-Service-Huntsvi-345403. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

America's Best - The way to get what you deserve

AUTHOR: Climbmaniac - (U.S.A.)

I looked at your story and felt as if I was almost reading my own, except I didn't walk in, my discussion was on the phone.

Though this is a response to the America's Best Eyeglases problem, I do give helpful hints to help get what you deserve no matter where you have the problem.

I won't go into details about my story, because in the end did get what I deserved, and I did it by writing a letter to CORPORATE.

I was shocked at the treatment by Management and what it appeared were the policies Corporate had that limited what the Manager of the store could provide in the way of compensation. Truly Corporate didn't have those policies, but when stated so by a Manager, that makes one think it is so. I applaud Corporte America's Best Eyeglasses for fixing an unacceptable situation.

I suggest anyone with a big complaint with a single employee or a whole store:
1) Keep your initial conversations as professional and emotion-free as possible
2) Don't raise your voice

This will help your side when you go to the next step which is, Send a Note To Corporate. You will look like you just want to get a resolution and not just trying to start a fight:
1) Remember names (I used the manager's name in the letter about 5 times)
2) Remember quotes (one of his was, "We call a couple times and if no one comes to pick them up we ASSUME (my emphasis added) you don't want them so we send them back")
3) Remember posture, non-verbal cues (eye-rolls, shaking of head, etc.)
4) Be professional, try not to be confrontational in the first letter - save that for the second (I even said the Manager appeared professional the whole time, never raised his voice, but didn't appease me)
5) Use the word Corporate (I used it probably 8 - 10 times stating how I was surprised Corporate policy limited what Store Managers could do in the way of common decency and helpfulness - which went hand in hand with the quotes of the Manager)
6) Explain how you have spoken highly of the company in the past for the service and value you got (This last thing shows them you like their business. This was true for me so I had no problem saying it, and also said, "I don't know if this means anything or not, but I have, and continue to speak well of America's Best."
7) DO NOT in this first letter say you might change and start telling people to stay away from the store if you don't get what you deserve - this is held for a future confrontation.
8) Remember, in this letter you are getting Corporate to know you just have a problem with the people or policy but really like their store and product. This goes a long way.

So there are some things you can do when writing to Corporate. I just hope you have the success I did.

Oh, by the way, just to let everyone know, as of recently, a brand new staff (except two good ones) replaced all the rest. You can surmise what happened to the rest, I am sure. So put a smile on that face and feel vindicated. But maybe this can help all in the future.
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