ComplaintsforPair Eyewear, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a topper from this company's Star Wars collection and it was not how it appears on the website. The website showed it as black and the design was clear and crisp. When I received it, the topper is gray and the design looks faded and blurry/muddy. I reached out to the company asking if the topper I received was defective or if they had misrepresented the topper on their website. I have emailed them 3 times and not heard back from them.Business response
05/29/2024
Our customer service team responded to the email with the return/exchange instructions on 5/15/24 and was able to return until 5/23/24. The return portal has been reopened for the customer's convenience so they can return for a full refund or exchange for a different item.Customer response
05/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
DEFINITELY did not receive 3 emails from Pair. I also searched the name "***** *****************************" in my email inbox, trash, and spam and found nothing. Additionally, I searched for "Pair Eyewear" in my inbox, trash, and spam and found zero correspondence from Pair on this issue. I would love to see the previous responses they supposedly sent and an answer for whether the toppers were misrepresented on the website or the toppers I received were just bad quality/a mistake. I obviously do not want to exchange the toppers if I'm just going to get another topper that's as low quality as the one I already have
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Customer response
05/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Your response did not address anything that I said. I've attached a screenshot of what I'm requesting since you missed it the first time. I am requesting:
- Copies of the 3 emails Pair supposedly sent me regarding this issue
- An answer as to whether or not the ****** Steel toppers are actually supposed to be ********************, and faded looking or if the topper I received was just low quality/a misprint/etc.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Business response
05/31/2024
Hi *********,
Attached are the three emails sent to allow an exchange for our ****** Steel Top Frame that you are not satisfied with. We have also attached a photo from our review section that shows the color of the Top Frame, which is more gray then black. Please note that digital renderings of the Top Frame can appear slightly different than how they look in person, which is why we allow 30 days for returns and exchanges on all items.
We hope this helps!
Initial Complaint
04/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased glasses and accessories from Pair Eyeware order ******* and received the glasses on April 8. I immediately sent an email to their customer service department and was told to keep trying to wear them for a week and reach back out. I couldnt see. The vision was distorted. I waited a week and responded to my original message thread that I wanted to pursue returning everything. I sent another email on April 17 and then again on April 20 with only a response my email was received. I want a simple refund as I cannot see with the glasses they provided. I do not want replacement. I just want my money back.Business response
04/23/2024
We're so sorry **** didn't work out for you this time! The instructions on how to facilitate a full return for a refund have been email to you at ***************** and are also available on our website here: ****************************************************************************************************************. I hope this helps!Initial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
3/11/24 I placed my order. Paid in full.3/14/24 I was emailed that they needed more information about my prescription. 3/15/24 I emailed the paperwork so they could get my prescription from my Optometrist. (This paperwork includes personal information such as my birthday and my signature.) 3/19/24 I had not received and confirmations or a change in order status. So I reached out through email. I replied to the threat from previous conversations. Nothing. I emailed the customer service team as well. I got a reply telling me to be patient and they will get to me in ***** hours. This day I also called the customer service phone number. No answer but you have the opportunity to leave a message. 3/22/24 still no reply and my order status is still order placed.I completely understand if there are hold *** on the order but there has to be communication. Also there is no option to cancel order. It is alarming I just handed over $92 and my personal information to be ghosted by a company.Business response
03/26/2024
We have attempted to reach out to the doctor multiple times for the prescription and are still waiting on a response from them. If you'd like to cancel rather than wait for the prescription to be sent, please reach out to us by phone at ************ or make a cancellation request via email to *********************Customer response
03/27/2024
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
03/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for a new prescription of glasses for my 12-year-old daughter who is currently in pain wearing her current prescription. Rather than get a headache every day, she is not wearing any glasses, choosing to not see over getting severe headaches. After placing the order, I paid for rush shipping which I was assured would be placed on the order. I then emailed every day with a request for an ETA. They failed to respond to me for three days and when they did they respond, said the rush was never placed on the order and they thanked me for my patience and refunded the rush charges. I am outraged as my child is in pain, I paid for a service, they failed to apply the rush, failed to respond to my emails.Business response
03/26/2024
There have been no inquiries regarding this order since September of 2022. No additional refunds will be given. We have a full money back guarantee and return for refund policy available for 30 days after order is received, but no return for a refund was requested.Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This place is something else. They can't even get a single Pair to *** ****** order on 3/4/24 they send an order out told me it was coming *** and it was **** which I can't accept at my address. So I called and they send out a second order and told me it would come ***.. just to get a lonely surprise thay they shipped **** again. So now I had to place a 3rd order and still waiting on those to be shipped. At this point I wonder if this Is worth it cause it's been a bunch of bs for absolutely nothing. I needed these weeks ago. Looks like I now won't be getting them until next week. If they don't come by then I will indeed be getting a refund. The customer service has been a joke. I get a different story every time I talk to someone. I'm so over pair. The first tracking number is: ********************** The second one is:********************** And that one is getting sent back because j don't have **** at my home. It's a new lot. We are in the process of getting it registered through the ****. But until then I can only recieve *** and ****** Which again they knew this. At this point I want a refund and I don't know if I'll be doing any more business with pair. They have 2 orders on their way back to them and I dk if they 3rd ones will even make it to me at this point.Business response
03/21/2024
We are so sorry for the trouble with your first two orders! It looks like the final replacement was sent to day with *** tracking ******************* We have also send a $10 gift card to be used on your next purchase! No refund will be given at this time.Initial Complaint
03/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered new top frames for my glasses on 2/13. They arrived but the marble frame had a manufacturer flaw on the design, almost like an air bubble that left a discoloration. I took photos and sent to the company and they acknowledged the flaw, apologized, and I got multiple confusing emails in response stating I wouldnt get a gift card, then I would get a gift card but not to use it. Eventually I looked at the gift card because they stopped responding with instructions and since I used loyalty points to take off a few dollars from the entire purchase, the gift card wasnt enough to replace the top frame that came damaged from the company. After multiple email exchanges back with them they continue to refuse to just replace their damaged product. What is the point of punishing the consumer for a flawed product? Im just asking for an even exchange. This is enough to make me take my business elsewhere when my eyewear prescription changes.Business response
03/26/2024
A replacement order PO ******* was shipped and delivered on 3/20/24. The tracking can be viewed here: ***********************************************************************************Initial Complaint
03/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Around February 1, I ordered a pair of prescription eyeglasses online from Pair Eyewear. On February 3, I ordered a pair of prescription sunglasses from Pair. On February 4, I received an email that their lab was unable to make the lenses for my prescription glasses because of the strength of my prescription. They said they could create the original pair of eyeglasses as a non-prescription pair, which I could then take to another eyeglass store and have them create the lenses for me. I would pay only for the $60 frames. Alternatively, they said they could cancel the order and refund the cost of the lenses, frames, and add-ons like blue light protection. I opted for the first choice (non-prescription lenses in $60 frames) and asked them to completely cancel the additional order for the sunglasses. On Feb 5, I received an email from Pair, confirming the refund for the sunglasses, but it said they were unable to cancel the original eyeglass order because their lab was almost through making the prescription lenses. In that same email, they confirmed that they were making me a non-prescription pair. I responded the same day, saying that if their lab could indeed make my prescription lenses, I would like to proceed with my original orders for both the regular prescription eyeglasses and the prescription sunglasses, and that if that was the case, I would not need the non-prescription pair. On Feb 6, I got an email from **** saying they would refund the amount I paid for the prescription lenses within 3-7 business days. On February 22, I still had not received the refund so I wrote to **** again. The next day, I received another email offering to refund the amount of the lens add-ons (not the lenses) from my original order. I then contacted PayPal, which processed my original payment. They contacted Pair, and I then got an email from **** telling me how to obtain a refund on a return. I don't have a return. I'm seeking a refund.Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered glasses and 2 top frames. My problem is that you can NEVER talk to anyone and the voice-mail stops after the beep to record. I love these glasses but so tired of spending hours trying to resolve an issue. The shipping labels states if there is a problem, contact customer service, but does not provide that contact information. They need a new leader in the company who CARES about the customer and quickly resolving problems. I was charged for 2 top frames, and the shipping order says there are 2 top frames but only 1 is in the box with the glasses order. The top frame I ordered was for our vacation in 3 days.Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The amount of emails and text messages received, the real complain is that there is no access nor option to edit, update, op-out of any communicationsBusiness response
02/14/2024
we have unsubscribed ************************* from emails and text/phone marketing.Customer response
02/21/2024
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
01/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had a terrible experience customer service wise. First, I paid for overnight shipping only to be sent an email after placing the order stating that they were going to be closing for a short time. They should have been transparent on their website about this scheduled closing. Instead they send you a notice once they already have your money. When I finally received my glasses, one of the items was incorrect. The incorrect style and it wasn't the shape for the glasses I ordered. Rendering that item useless to me. I reached out only to be told to ship back the incorrect item. Which normally I'd understand had i changed my mind and requested an exchange but this was a mistake on their part. I reached back out asking for them to refund my money. That I no longer want the other missing item I had ordered and they refused to refund my money without me sending back the topper that I cant even use to begin with first. This company isnt very transparent with how they handle their business with customers. I did make sure to save the emails and the Chat transcript.Business response
01/31/2024
Customer was refunded $60 for the shipping method and was also sent a replacement in the correct style (PO *******). Cx was instructed that if she no longer wished to keep the incorrect item replacement, she could return upon receiving for a full refund. We have yet to receive any items back from the customer and are unable to issue any additional refunds at this time.Customer response
02/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
As stated in the web chat. I asked for the replacement to be cancelled and my money refunded. The replacement hasnt even been shipped yet. Yet they shipped it out two hours after our conversation instead of cancelling it. I did not want it anymore.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
02/26/2024
customer has been sent the instructions for return of replacement order and refund on ticket #*******. original payment method can be refunded once replacement is sent back to **.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
85 total complaints in the last 3 years.
22 complaints closed in the last 12 months.