ComplaintsforPair Eyewear, Inc.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 **.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction 1/10/24. Charge 15 dollars extra for expedited shipping. It stated in their terms that is 3-5 days. This was not fulfilled. I require a new prescription and in need urgently to see. Projected delivery date stated 1/16/24. No product received. Had to contact eye doctor to reschedule it as I need my new glasses prior to follow up. I Also had to take off of work for appointment but didnt have glasses. They moved delivery to 1/17/24. *** attempted to reach them regarding my concerns via email, FB messenger, and phone call. Never able to reach an actual person to speak with. Have bot on FB that states no available agent over and over. They dont answer the phone. Voice message left. Sent email that takes 2 days with no resolution. Just generic info and about delays. Missing a pair of prescription glasses in my order received on 1/17/24. **** base frame. The invoice falsely states they were delivered Reached out numerous times in attempt to get glasses I paid for. Stated there was a delay and still being processed in lab. Another delay to go to their distribution center. Then another delay on shipping because of warehouse inventory. Asked to be provided with tracking number for **** glasses since they said in email they would provide this and that they are being shipped separately. Failed to provide. So I have no info at all on where my glasses are. I can not reach an actual human to speak with. They were never delivered and their invoice falsely states they were. They took my money and I am missing pair of prescription glasses. Still do not even have a tracking number for them. I need my prescription glasses I paid for to be delivered. I need a tracking number. Missing product. Charged me for expedited shipping that I did not receive. Sent emails also to some other ***** thats not even me and then back to me with her name on it? Please deliver glasses I paid for or send me a full refund. Also refund expedited charge as this service not provided.

  Business response

  01/22/2024

  *** spoke to a customer service representative on Friday 1/19/24 and was updated about her split shipment. She was also sent the tracking information for her second shipment on 1/19/24 via email and was refunded for her Priority shipping method on 1/22/24. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Pair Eyewear recently received a package from me on accident. The wrong label was put on a box and sent to them. This box was a very large item, about 20 times the size of their normal received boxes, and would have been obviously caught when they received it, per an email exchange I had with one of their customer service representatives. This item was an Amazon exchange that was priced at $120 that I lost my money on. During many email exchanges after reaching out to them immediately, comments were made by them threat they would just discard the package when they received it. When I let them know that throwing away the US mail is illegal they said they would watch for it but never communicated with me again. The last email I got said they would no longer be able to help me. ThenPostal service says this package was delivered to Pair eyewear. Regardless of the mistake with the label, this is US mail and should have been returned.

  Business response

  12/26/2023

  After a package is received back to our returns facility, it is either destroyed or held. As this is being treated as a return of Pair Eyewear, we handle these packages at our discretion.
  
  We will continue our efforts to recover your return, but we cannot guarantee that we will be able to locate and return the package to you at this time. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of glasses through pair eyewear. I was having difficulty getting my PD measurement and was going to my eye doctor for an exam. **** called the doctor who told them my prescription was expired. They never senr my presceiption to Pair.I cancelled my order and have PROOF IN AN EMAIL directly from Pair Eyewear themselves that my order was cancelled. I initially financed the glasses through Affirm. PAIR EYEWEAR OWES AFFIRM not me. I have an email proving I cancelled my order, Pair Eyewear never even got my prescription, let alone NEVER SENT ME GLASSES and they are expecting to still be paid. Affirm keeps hounding me for the loan and I keep disputing the charge and will continue to dispute the charge until this gets resolved. Pair eyewear is a SCAM. They never got my prescription, never produced my glasses and never sent me anything. I HAVE THE CANCELLATION EMAIL ATTACHED TO THIS COMPLAINT. You can see the email came directly from Pair Eyewear directly to my email on January 9th 2023. I have been fighting with them for this long. Bunch of scammers. You owe ***********/Affirm - not me!

  Business response

  10/09/2023

  It looks like we attempted to refund this order on January 9th and it unfortunately did not go through. Please see attached screenshot.
  
  This order is past the time that Affirm will allow us to refund on our merchant portal system. We have reached out to Affirm as of 10/9/2023 and we should be able to ensure this is refunded within the next few thanks. 
  
  We apologize for the inconvenience.
  

  Customer response

  10/13/2023

  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 and the matter has been resolved. If AFFIRM is not refunded I will open a new BBB case. 
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In early April 2022, I ordered prescription glasses from Pair and received the glasses in early May. (Order No. ******) ************* Day weekend of 2023, the temple arm became disconnected from the hinge. I emailed Pair to request info on a replacement temple arm and was advised that replacement parts were unavailable and was given no other option to repair the glasses.

  Business response

  06/26/2023

  A member of the customer service team will be in touch shortly for a replacement order. The resolution you received was against our policies. We apologize for the inconvenience. 

  Customer response

  07/17/2023

  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 and the matter has been resolved. Pair Eyewear replaced the glasses free of charge.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/04/22 Purchase total $227 Purchased high end glasses with top tier protection. The glasses also are sold with covers that are magnetized. The magnets do mot hold so you immediately lose those. Then the glasses are scratching awfully after 5 months. I called tech support and just got a sorry. A company like this should not be able to sell inferior products and then just tell you sorry.

  Business response

  04/14/2023

  We offer a 30-day warranty which covers the glasses in case of defect. Customers have the option at check-out to purchase a longer warranty called PairCare. If we find issues that are not due to wear and tear, we are more than happy to resolve those issues. However, if a customer did not purchase PairCare and it is an issue due to wear and tear, we cannot replace a product after our warranty is lapsed.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for new glasses over 6 weeks ago. Order ******, At the time I placed the order, I made sure that my glasses prescription was complete including a PD measurement so that they could process my order quickly. Needless to day, I do not have my order to this day. ******, a representative of the company has been feeding me emails about how sorry they are and we are offering you a free topper, blah blah. No order has arrived. I need these new glasses and I spent a rather large amount on this order. I keep getting promises on when I will have them and when I check the tracking the order hasn't even left the fulfillment center! First they said I'd have them tomorrow, now they are saying I will have them next Tuesday! I can't take much more of this inefficiency and excuses. Its unacceptable and I want a solution, not excuses!

  Business response

  03/31/2023

  We reached out to this customer numerous time throughout the processing of their order on 2/23, 3/1, 3/13, 3/15 and offered compensation of free product. Order was marked as delivered to the customer on 3/17. We reached out to the customer a final time on 3/21 to confirm everything was resolved and received no response.

  Customer response

  04/03/2023

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

  I finally received my order in bits and pieces.  My point is - you cannot keep taking orders and then taking forever to complete them.  I had to spend significant amounts of time trying to figure out where my order was - it wasn't until I became a squeaky wheel that something was finally done.

  It is a shame, because I would have spent more money - the product is unique and I would have enjoyed it, but I cannot order again.  I have spoken to quite a few of my friends and family who experienced the same thing and although they love the final product, the stress of pushing to get their order processed and delivered is NOT work the hassle.

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

  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May/2022 I bought a pair of provisional glasses($199.99) and an insurance in cause something happened($40.00). I have been emailing and after a week got a response saying I needed to give them $255.05 for a new pair. I asked them to call me and on Feb 22 2023 they said they would within 48 hours. And as of today no call. I have left multiple messages

  Business response

  03/17/2023

  Although PairCare was purchase for these glasses, our ***************** does not include the cost of lens add-ons. This is stated during purchase as well as on our FAQs and on our PairCare informative page. 

  Although the cost of the base frames are covered ($60) the cost of Progressive lenses ($199) is not. On March 1st, ********** confirmed "And I would like the same add on" which the agent interpreted as the PairCare "add-on" so she sent an invoice for the cost of Progressive lenses on the replacement order as well as the PairCare on the new glasses as well. Attached is a copy of this conversation. 
  
  Here is the link to our FAQ article regarding PairCare: ***********************************************************************************************************************
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number ****** I placed this order for my son's glasses on February 6th. I immediately sent in my son's PD number and contact information for his eye doctor. I was then told for 2 and a half weeks that Pair eyewear was still waiting for my son's prescription. On 2/25 I called my son's eye doctor and was given his prescription to email to Pair immediately. They had to record of any requests made for his prescription before I called. I provided this prescription to Pair and am still waiting for my order to even ship out. It has been over a month at this point and Pair has not shown any urgency in getting my son's glasses to us. I want this either resolved or to just cancel the whole thing so that I can just order glasses through the eye doctor.

  Business response

  03/10/2023

  Attached is the records of our team reaching out to the customer's doctor' ****** twice on one day, and failing to obtain the ** for the customers. Attempts were made by the team, but we were unsuccessful. 

  Customer response

  03/14/2023

  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]

   The business has not accepted any responsibility for how long it took to receive my order. No apology has been given. My order didn't ship until I submitted this complaint. 

   

   

   

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

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, Im filing this complaint, because I purchased a pair of glasses through this company back on 1/31. First off the creation took an eternity, and second they delayed the shipment it felt like forever. When I finally did get my glasses they were the wrong prescription. Both eyes were at the same magnitude, and they needed to be different. I contacted customer service, and they said that my prescription was correct. And that I just needed to wear the glasses for a week. If I had taken their advice the possibility of me being in an accident, or causing an accident is very much a probability. I have had no further communication from them either checking in on my glasses, or offering a replacement. Im disgusted with the lack of competence, and demand either a replacement (with the proper prescription), or my money back.

  Business response

  03/10/2023

  We are showing this order was placed on 1/31/23 which was the same date as the customer's eye appointment, according to the prescription. If this is a new prescription for the customer, it can take up to a week for eyes to adjust to not only a new pair of glasses, but also a new prescription. It is very common for there to be an adjustment period.
  
  Our emails state:
  "Occasionally, it can take about a week for your eyes to properly adjust to new glasses, as well as a new prescription. We suggest trying out your Pair for about a week. If the prescription still seems to be blurry, feel free to reach out to us at that time. We're always happy to make things right for you!"
  
  If the customer is still having vision issues, we request they reach back out to us so that we can look further into an order and process a replacement if needed. According to our records we did not receive a follow up. 
  
  We will attempt to reach out to the doctor on Monday, March 13th to confirm the values as we have entered as well. 

*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. ↩