ComplaintsforPair Eyewear, Inc.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have places 3 orders all have been filled incorrectly there is no way to speak to a human and the customer service is horrible

  Business response

  03/02/2022

  We are so sorry for the issues with your previous orders. We believe ******* was able to speak on the phone with Amore on 2/21, and this should have been resolved at that time. 

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a person on disability. I haven't been able to afford a pair of new glasses for over 10 years. I think I was 29 when I bought my last set. I am now 42. I received a pair of used glasses 10 years ago from my fianc to wear after he got a new two pair through Bethesda. He is a medically retired marine. Anyway, I finally had good enough credit to get a small loan, part of which paid for my eye test and pair through pair eyewear. I forget the exact of how much I paid in total for both the exam in ********, ******** and the pair of glasses through pair eyewear but I think it was $400 plus. I have been calling them - pair eyewear - since the week before last only to hear that my glasses were still, "at the lab". I have inquired through agents and their computer system only to get dropped from their messages twice in one day and then sent to a voice mail on their phone system the same day. I warned them last Friday after getting told, again, that my glasses were still at the warehouse and that they were doing "inventory". When I called this morning, they said they were still doing inventory. I called their number only to be sent to voice-mail again. I messaged them, telling them it is now the 11th. They said that they were still doing inventory and to be patient with them. I feel I have been patient enough. I had to get money I don't have in order to buy said glasses only to get the run around. They wouldn't give me an order number. Only excuses. They said they called and left a message. They did NOT. I have checked my messages since last week. They never sent me a message. Please help me. I can't even see my finances family room big screen **** to see the singers on ******** The **** sets 3 feet away from me. I have to be right on something in order to see. Again, please help. My name is ***************************. My number is ************.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (#******) on November 1, 2021 for $215.50. I didnt expect speedy delivery but didnt receive any information about delivery until 11/15. At this point I assumed I would be receiving my package within the next week or so. I did try to reach out via their email contact (twice) and was met with an automated response that they were inundated. And when I finally did get a response back it was simply that hey had the same tracking number that I already had and didnt look any further into the status. I also tried calling their number and have yet to be able to speak with anyone. I have left 3 clear messages with my name, order number, and number to reach me back at. The service is beyond poor and I still have yet to hear anything about the status of my order and feel it has just been lost and they arent trying to rectify it. I now have paid them this money with no product received and just want my money back. It has been over 5 weeks since my initial order with no real attempt in rectifying the situation. Please help!

  Business response

  12/14/2021

  We are so sorry that your order has yet to arrive! We have been seeing that *** and **** are experiencing shipment issues. As both carriers pick up daily from our facilities, we do believe that this has been lost in the mail. On today (12/14) our customer service agent Ireland did request if you wanted a replacement order or a refund for the order. Please let us know which you would prefer at your convenience. 

• Initial Complaint

  11/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order a pair of glasses with multiple toppers. Did not receive an email confirmation. Company does not have record of my order through their automotive system. Checking account has been draft for the cost of product, $175.00. When you call the company number, get an automated system, when act if transferring to a live person. Transfer them goes to a voicemail system. No one will return call, will not return an email response. Will be contacting the bank to file a complaint and attempt to get money back. Cool product with very poor customer serviced, if the product even exist. Thinking it is a scam company at this point.

  Customer response

  11/12/2021

  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.  *********** has reached out to me and appears to be handling the situation correctly at this point. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Submitted and order to Pair Eyewear on 10/20/2021 Order # ****** for 3 eyeglass toppers. I paid for Priority shipped which means delivery of items in 3-4 business days per their website. It is now *****. Items have not been shipped. I have attempted to call the companies two phone numbers multiple times which you can never get a customer representative only a voice mail. I have left voice mails with no return calls. At this point I feel that I am out over $80 for no product. I am now giving them 48 hours to respond or I will open a case through paypal to have my money returned to me. Thank goodness I went through paypal for this. I am very disappointed Because I love my glasses from here which were made and shipped fairly well.. but since then it has been awful.

  Business response

  11/15/2021

  Hi *******, 
  
  We are so sorry for the delay with your top frames! We are showing that your order was shipped out on 11/8, and we are not sure why this took so long to get out to you. We believe one of your top frames were out of stock, and they were waiting for more to arrive to the fulfillment center before it was able to be shipped out to you. 
  
  We were also going through a transitional period from one fulfillment center to another, so we had a bit of a lull when orders were shipping out during this time to our customers. Please note that in the future, we will be letting our customers know when we have big changes like this that could affect their orders or shipment times. 
  
  If you have any additional questions for is when your order arrives, please feel free to follow up with us at that time, we're always happy to help or make things right for you.
  
  All the best, 
  ***** 
  Customer Service Manager

• Initial Complaint

  10/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/25/2021 I ordered a pair of glasses and 2 toppers. ( order number ******). Order arrived 10/11/2021. I liked glasses but not one of the toppers. There is no information in my package on how to return items. No label provided. Cant find any information online other that you can email them and they will email you back? They have a 30 day return policy and am worried this wont get resolved in the timeline needed. It seems very shady that it is so difficult to return an item. I have yet to hear back and its been 5 days. I ordered a 2nd order #****** ( before I realized they had bad customer service) on 10/12/2021 for more toppers. Received email shipped 10/15 was given *** tracking number and I was charged yet *** has no record of package. I want to return a topper from my original order and if I dont like my toppers from my 2nd order Id like the process to return to be more transparent.

  Business response

  11/15/2021

  Return instructions have been sent to the customer. 

  Customer response

  11/15/2021

  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. However, I feel like the company should have information online AND in the box on how to return/exchange merchandise. Seems like that should be required of a company. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on 9/28/2021 for two pairs of glasses plus two top frames. The order was delivered on 10/11/2021.I decided to return the order and in accordance with the company's return policy emailed customer service for a pre-paid return label later on 10/11/2021.The company sent an auto reply stating that it might take ***** hours to reply to the email. After 48 hours had passed and I had not received a reply or a return label from the company, I emailed again on 10/13/2021.On Friday 10/15/2021, after yet another 48 hours had passed and I had not received a reply or a return label from the company, I contacted my bank and disputed the charge.I informed the company of the disputed charge and let them know that if I did not receive a return label by end of the day today I would follow up with a consumer complaint.

  Business response

  11/15/2021

  A return was started on this order on 10/19 and the items the customer sent back to us have been refunded in full . 

  Customer response

  11/16/2021

  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

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased frames and tops for my son in May 2021. I immediately had issues with the tops, but they sent a replacement set and I went ahead and ordered more because the concept was so cool. The new ones didn't stay either. As soon as my son jumps around or moves fast, they pop right off. Then on July 2021, his frames snapped. I had purchased the pair care replacement plan so I contacted customer service at the beginning of August to get them replaced, and the customer service agent cannot figure out how to put the replacement through. I've been in contact for 2 months and it's still not resolved. I reached out via ******** hoping to get an answer, was told I'd hear back in 48 hours, it's now been 10 days and nothing. What a scam this company is. At this points, I just want the money back that I wasted on this company and I will stay far away.

  Business response

  11/15/2021

  Hi *****, 
  
  We are so sorry for the inconvenience that this has caused you. Please note that the agent who was originally working on this concern with you is no longer with Pair due to the obvious issues we were having.
  
  We know that you were given return labels to send your Pair back to us, but I have advised one of our senior representatives to process a base frame for your son free of charge.
  
  We are so sorry this happened to you, and please let us know if we can do anything else for you in the future. 
  
  Best, 
  *****
  
  Customer Service Manager

• Initial Complaint

  10/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed 3 orders with this company about $493 before the order in question. Order# ****** was shipped and days later I received a text alert that the product had just been delivered to my mailbox, excited to receive my product I check the mail to not find the product. I went home and immediately contacted customer service making them aware that the package had not been delivered to me as the alert stated 9/21/21, I asked "What are my options". I received a reply on 9/24/21 stating they were currently waiting on their team to prepare the package for shipping and I would receive a tracking once complete, I responded that I felt unheard. My email stated the tracking# and my issue yet I receive a generic reply not at all in reference to my question. Finally on 10/4/21 I rec an email stating a replacement order had been processed, to my dismay after all of the emails with the subject line being the order# I was being sent the wrong order#. No response as of yet.Horrible service!

  Business response

  11/15/2021

  Hi *********,
  
  Thank you for reaching out to us. We are so sorry about the miscommunication by the team. We are showing that this order (we do not want to make the order number public) was delivered to you on November 13th. 
  
  Please know that we will be reviewing your emails with the customer service agents that were working on this for you, and we will ensure they are more careful when reading customer requests. We are so sorry about this.
  
  Please feel free to reach out to the customer service team again should you need anything else, and feel free to request a supervisor the next time that you do. We're always happy to step in and help out when we can to avoid miscommunication such as this. 
  
  All the best, 
  *****
  Customer Service Manager

  Customer response

  11/15/2021

  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

  09/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for standard reading glasses (no specialty item) on 9/5/21. Based on Pair Eyewear website instructions, order should have been received by me no later than 9/17/21. This time frame is based on using the longest number of days cited on their website and longest number of days from the expedited shipping I paid for - in theory, the product should have arrived much earlier. Merchant is unable to tell me when they will arrive, have offered a plethora of excuses and no longer responds to communication. Order# ******

  Customer response

  10/01/2021

  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.  The merchant has refunded the funds to my bank account.

   

  Thank you for your help!
  
  Sincerely,
  ******* ********  
  
   
  

  
  

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