ComplaintsforBarrington Family Eye Care

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The pair of glasses I received in July 2021 had the arm break off after 2 months of careful use. I called 9/17/21 and was told they were in warranty and I would have new frames in three weeks. 11/11/21 left message with receptionist checking on frames, no call back received about status. 12/10/21 The receptionist attempted to help me but all she could do was check to see if they had been ordered and apologize that no one is calling me back. Left message checking on glasses with her, told person out due to Covid exposure but to expect call back following week, no call received. 1/13/22 left voice message as I could not get through on phone asking for call back or refund. I have been forced to wear glasses that are over four years old and cause headaches and my eyes to twitch because they told me if I attempted to repair the frames it would void the warranty. I need these glasses and want the replacement frames they claim to have ordered over four months ago.

  Business response

  01/25/2022

  The patient has been called with a solution to restyle her in a new frame. The company has attempted to find a replacement frame. The frame that the patient purchased has been discontinued. Several vendors were contacted in an attempt to replace her frame under the warranty. This has taken time to contact vendors and wait for a response from each one who was contacted. Covid has also added to the delays with closures. Waiting to hear back from the patient about being restyled with a new frame

  Customer response

  02/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was never contacted by the business about the frame being discontinued. In fact they have never called me at all since my original frames came in, I have had to make every call. If they had contacted me about the issue I would not have filed this complaint. If they follow through with a new frame style I will close my complaint.

  Business response

  02/08/2022

  CASE#: ********
  Barrington Family Eyecare was able to contact ******* ***** to set up with an appointment on February 10, 2022 at 2:45 PM to be restyled for a new frame. This solution will work for both parties.
  
  Barrington Family Eyecare

  Customer response

  02/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once I receive the new frames I will be happy to close the complaint.

  Business response

  02/23/2022

  Attempts to contact the cell phone number on file were not successful a text message was sent on 2/8/2022 with a successful connection.
  
  The appointment for a restyle to the frame was made on 2/8/2022. On 2/10//2022 a new frame was chosen. At the present time of 2/23/2022 the lens is in process at the edging lab.

  Customer response

  03/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Did they leave a message when calling? I never received any messages. Like most people in the age of robocalls I don't answer calls from numbers I do not know and did not miss any calls from the Barrington Eyecare main number.
  
  I will happily close my complaint once I receive the new pair of glasses.

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