ComplaintsforPair Eyewear, Inc.
Retail Optical Goods
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Complaint Details
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Initial Complaint
09/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I ordered eyeglasses accessories from Pair on September 9, 2021. I also paid $30 for expedited shipping (although they explained it meant 3 days from the date the order is filled, so what's the point?) They did refund the shipping and promised it would ship on September 19. It's now September 23 and I've left voicemails and emails that have gone unanswered. I just want my remaining $125.00 refunded.Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed two orders with this company. The first order (****** - $148) was for a pair of prescription glasses and two tops. This order was placed on 8/21. The second order (****** - $50) was for two tops and was placed on 9/9. I have contacted customer support on multiple occasions. I was told that my order would be shipped as a partial shipment because they were out of stock of one of the tops on order ******. The next day that top was back in stock so they were going to send out the shipment in full ASAP. The next day, I was told that they were still out of stock of that particular top and that sending a partial shipment would cause my order to be even further delayed. I let them know that I wanted my order to either be shipped or refunded. I have heard nothing since that email this morning. I believe I have been patient enough. I don't appreciate being lied to. I have attached copies of the orders and the email exchange that I have had with this company.Customer response
10/06/2021
Better Business Bureau:
The business never responded to complaint ID ********, but I have received my items.
Sincerely,
******* *******
Initial Complaint
09/15/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Contacted Pair Eyewear as I need a reciept for insurance for flex spending that has to include exactly what was purchased and the merchant information. Ive submitted a number of these this year but this time Pair Eyewear sent me a receipt in a completely different format that doesnt include the merchant information or anything that insurance would approve of. I asked for a different receipt and the agent (*****) said they had nothing else even though all year I have gotten the appropriate receipts. This is unacceptable Pair will not provide the documentation I need to submit to insurance.Initial Complaint
09/03/2021
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I ordered a new pair of prescription glasses from this company on 7/23/2021 and have gotten nothing but a run around from someone there named Holly. I paid them over $400 and still have no glasses. I have to continually email and ask the status and still get no clear answers. She talks in riddles when I ask her for a date on when I will receive my glasses. I’m at the point that I really don’t think I will get them. I need help and also want to make sure no one else is in this situation. I tried calling them but of course, no one answers the phone. Please help!Initial Complaint
08/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have an order stuck with Landmark Global, this is the company they choose for shipping. Landmark states for complaints or tracking issues you have to contact the company. I have emailed, called, sent messages and comments on Instagram and ********* live chat and text with no response from the company. I spent $360 and cannot get any assistance. I also paid extra for expedited shipping!!! I want them to track down my package, respond to my requests and if they cant do that then I want my money back!Business response
08/26/2021
This customer's order has been delivered: ***************************************************Customer response
08/27/2021
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
08/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered several pairs of eye glasses and several attachments. The company has several times refused my requests for a refund as the order is several months old. They will not contact me back, other than to send a form letter with the same, incorrect, information each time.Business response
08/26/2021
Hi ***,
Thank you for reaching out to us. My name is ***** and I am the **************** Manager over at Pair. I am so sorry about this poor experience with us.
To begin your return, please use the link here: **************************************
If you are returning multiple orders, please ensure you return your items separately with the coordinating prepaid shipping label, or your refunds may not automatically process.
As soon as your order is delivered to our lab, your refund will automatically be allocated to your original form of payment.
Please let us know if you have any additional questions for us and we're happy to help!Initial Complaint
07/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a pair of glasses and several toppers for my daughter on 4/10/21 (order #*****). They charged my card at that point and it I s 3.5 months later and we havent received the base prescription frames yet. My daughter starts school in 3 weeks and I would like the glasses by then so she can see the board. I have made repeated attempts to contact the company. Their delayed responses include empty promises of prioritization/shipment, lies and no resolution. They refuse to answer the phone and the emails are form emails and often times the same message.Business response
08/26/2021
This order was replaced and delivered on August 11th: ***************************************************Initial Complaint
07/12/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered prescription glasses and toppers on 5/16. As of today I have yet to receive the prescription glasses. The first time I reached out they claimed they had been shipped, but I only received the toppers. The second time they claimed they lost my prescription information. The third time, they said they were moving and it would be an unknown ETA. I finally asked for a refund and the next day, they ignored that email and forwarded the chain prior to my cancellation request asking me to reach out to my doctor to complete the prescription. At this point, I just want a refund for a product I havent received since there has been so much back and forth with little to no progression.Business response
08/26/2021
Order was refunded in full on August 19th.Initial Complaint
07/08/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of eyeglasses from EYE PAIR WEAR in early June. I received the TOPPERS ONLY on June 22, 2021. The company is claiming to have shipped the eyeglasses, even though they sent an email APOLOGIZING for not send the glasses with the order! I have already PAID for these glasses!!! All I want is the glasses..now!************************* *************************************************************************Initial Complaint
07/06/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed a $400 order for 2 sets of prescription eyeglasses with blue light protection in the beginning on May 2021. I received the order mid June 2021, however it only contained the frame attachments and wall hangers not the actual prescription glasses themselves even though the shipping slip said it was in the order. I reached out on June 23, 2021 to a rep via chat and told them the issue. They offered apologies and coupons with a promise to get them mailed out by the end of that week claiming it was an oversight, It couldn't be an oversight as they also stated they were still being worked on. July 03, 2021 I received both sets of glasses, both wrong prescription and without blue light protection. I'm beyond upset and would like to seek legal action.
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Customer Complaints Summary
85 total complaints in the last 3 years.
22 complaints closed in the last 12 months.