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

  2275 Michael Faraday Dr San Diego, CA 92154-7927

• 

  Pair Eyewear, Inc.

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

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:03/21/2024

  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.

  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

  Date: 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

  Date:03/07/2024

  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 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

  Date: 03/26/2024

  A replacement order PO ******* was shipped and delivered on 3/20/24. The tracking can be viewed here: ***********************************************************************************

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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.

  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

  Date:03/06/2024

  Type:Product 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 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

  Date:02/14/2024

  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.

  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 communications

  Business Response

  Date: 02/14/2024

  we have unsubscribed ************************* from emails and text/phone marketing.
  

  Customer Answer

  Date: 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

  Date:01/30/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/19/2024

  Type:Order 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.

  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

  Date: 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

  Date:12/26/2023

  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.

  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

  Date: 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

  Date:10/02/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/01/2023

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***************************