Complaints

This profile includes complaints for Pair Eyewear, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pair Eyewear, Inc.

  251 W 87th St Apt 66 New York, NY 10024

• 

  Pair Eyewear, Inc.

  30 E. 60th St. #201 New York, NY 10065

• 

  Pair Eyewear

  2275 Michael Faraday Dr San Diego, CA 92154-7927

• 

  Pair Eyewear

  2275 Michael Faraday Dr San Diego, CA 92154-7927

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:04/11/2025

  Type:Delivery 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.

  On 3/11/25 I placed an order for toppers. One of which was the monarch topper. Their site and their auto bot says 3-5 business days to process their order for a topper only order. Well, I waited one week, two weeks by the third week when I haven't received any update on my 10+ toppers I ordered I reached out to them to find out what the issue was. Then to just get told "oh, well the monarch topper is out of stock sorry for the inconvenience you can wait or you chose a replacement item" at that point I've waited a while so I said forget it I'll take the black sunglasses topper. I responded to their email with this information! On the ******* site with the delivery update it showed that I was going to get two packages. Well only one came... with no black sunglasses topper. So, I checked the status "it's still processing and has not shipped yet". I reached out to them again to ask if this topper was out of stock too. Because for some reason they have an issue with communicating with their customers! I have not heard from them since the initial "we will substitute the sunglasses for you". I didn't receive the bulk of my items until the week of April 1st and have yet to get a response back from anyone in regards to my other topper I'm supposed to get. These toppers were to be a gift from my husband for our anniversary. If I would have known I would be treated so poorly I would have chosen another gift. I feel as if this company is falsely advertising their processing times, availability of their products and then intentionally ignoring the complaints from the emails or their bots. You would think you'd treat a customer who gave repeat business to you better. But I suppose that does not matter. I want what I paid for paireyewear. It is criminal not to provide a service that was paid for. ?? how can you offer a replacement for someone then not freaking replace it? Please make it make sense man.

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau: I'm not sure if they have responded to you guys but I was able to finally speak with a live person after weeks of trying to reach someone. She was able to get my item that was originally agreed upon immediately sent out. I received tracking information yesterday and an actual delivery date this morning. Snap shot included. No other compensation was offered except an apology. This was in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 purchased deep purple shimmer topper for the ****** glasses on March 1; promised to be shipped out on March 26 but then on March 28 when I called I was told that they will back ordered until April 2 then the date was changed to the 3 then to the 21, all in 1 phone conversation. As of now I'm not sure if I will ever get them.

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Pair Eyewear, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** **********
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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 had placed an order with PAIR. I got everything minus one pair of toppers. Then the company went dark. refusing to acknowledge emails and Instagram requests and the online chat is just bot that puts you in an endless loop. I have been charged for an item that I did not get.

  Customer Answer

  Date: 03/27/2025

  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

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 ordered October 16th 2024. I did not recieve my order until November 5th. I called at least 15 times trying to figure out why, where, what was going on. I was continually gas lighted on why my order wasn't there i.e,; I had to wait 12 business days, I had been emailed but I didn't respond, my toppers were on backorder I didn't pay for expedited shipping so it was my fault.... finally the day I received the order there were the glasses but no toppers. I called and spoke to someone for over an hour she said the toppers were on back order then said was I sure I didn't get them.....arrrrrgggggg. finally after her speaking with her supervisor several times she expedited one of the toppers but the other on was a Halloween only. So she would refund that and she would give me a 25 dollar gift card for my next order. So I was aggravated again I've spent hours on the phone with overseas company not in ********. Got off the phone the gift card was deactivated and the refund was also stopped. I called back the best day and asked to speak to a supervisor. His name was ***** decided to cancel the order for my topper that I didn't recieve. He's now canceled everything refuses to honor the gift card and is not sending me confirmation of ny refund. He refuses to let speak to anyone. He turned off all the gift cards. I am so done with pair. I cannot tell you how disappointed i am

  Business Response

  Date: 11/11/2024

  Hi ******,

  Thank you so much for reaching out to us. our customer service team lead has reached out to you via email and by phone to help resolve this issue. 

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a referral code for $25 off my order of $60 or more. When I tried to use it, it was not working. I chatted with customer service to see why and they informed me that I actually need to spend $85 (pointing me to a buried FAQ page), which would then make my order $60. This text sent to me and the text on their website for sharing referral codes all state a $60 minimum. This is clearly false advertising and disgusting tactics. Further, when chatting with customer service to cancel my order, they claimed that this was a recent update: "I have coordinated with the team and they also confirmed the new update of $85 minimum card to use for the *** code. This is not your fault since you receive the $60 minimum value via email. It seems like the email automation was not updated from our end and it was an honest mistake. We already escalated and raised to the rest of the team for discussion."This is another lie as I found a complaint with the BBB from Sept of 2022, nearly two years ago expressing the same issue.

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Pair Eyewear, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************************
  

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 got an email to redeem a code for a discount of $25 off $60+. The website did not allow me to use said code. I called customer service and sent a screenshot of the code I received TODAY. The customer service rep just kept saying I have to spend $80+ to use the discount even though I sent them the screenshot! This is false advertising and I want this company to honor the discount code i received from THEM!

  Business Response

  Date: 07/24/2024

  Sorry for any trouble! Please refer to our FAQ article regarding referrals from our website: ***************************************************************************************************************************************

   

  In order for referral codes to be successful, you will need to have $85 of eligible items in your cart before the discount ($60 after discounts). We apologize for any confusion! We will not be able to honor the referral code at this time. 

  Customer Answer

  Date: 07/24/2024

  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:

  This response makes absolutely no sense. The screenshot is very clear. The email that I received to acquire the discount code said nothing about reading your FAQs page. You should be clearer on the email. This is false advertising. It was just a way to get me to go on your site. I will happily purchase toppers from sellers on ******** for half the cost. Awful first impression. My frames were donated to me and I was excited to purchase my first toppers from your company. I am beyond disappointed. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 07/25/2024

  Hello! We're sorry for any trouble. We are not able to provide the $25 referral discounts to orders less than $85 before discounts. If you have any further questions regarding our referral program, please reach out to our customer service team directly at *********************************

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 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

  Date: 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

  Date:03/25/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 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

  Date: 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.