Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in Brunswick Eye Center's office this morning 9/5/2023 regarding my glasses frames breaking on Saturday 9/2/2023. I had laid them on my dresser the night before and when I picked them up and unfolded them to put them on my face they fell apart in my hand. The right spring hinge had broken. I just purchased these glasses on April 29, 2023. As I need the glasses to read my computer, see the TV and any and all activities including driving, I did what I felt I had to do, and that was to put a few drops of glue on them and let it dry all day. Remember, it was the Labor Day weekend.
  
  As an appraiser, this severely curtailed my ability to do my job, which involves lots of computer work and driving to view homes.
  
  When I came in to your office this morning, the optician told me that since I used glue as a temporary fix, that voided any warranty for the glasses. I want you to know that at no time when the glasses were being dispensed was this restriction mentioned to me verbally, nor is it on any of the paperwork that I received when I paid the bill that day. I even purchased an extra years warranty for $25.00 more. I was not given any warranty information or printouts, pamphlets, etc. at the time of purchase that pertained to the warranty for the glasses.
  
  I am attaching pictures of the glasses as well as a copy of the paperwork I was given when I paid for them.
  
  Since the warranty will not be honored, I cannot use my insurance to purchase another pair of glasses until it resets on January 1, 2024, which means I get to eat the cost of a new pair of frames. Since the glasses are no line bifocals, trying to fix the hinges myself only results in the bifocal not setting on my face correctly, which affects my vision.
  
  Again, I received nothing verbally or in writing regarding the terms of the glasses warranty. I have contacted the optical office by email asking to have one of the owners contact me as soon as possible. They were given all of my contact info.

  

  Business Response

  Date: 09/14/2023

  [BBB Transcription via Phone]

  The matter has been resolved. 

  Customer Answer

  Date: 09/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******