Complaints

This profile includes complaints for Payne Glasses LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Payne Glasses LLC

  Pittsburgh, PA 15241-3954

  
• 

  Payne Glasses LLC

  301 S Hills Vlg, Ll200-303 Pittsburgh, PA 15241-1400

  

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:03/28/2024

  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.

  On Feb. 26, I ordered glasses from Payne glasses. When they arrived, I was unable to see correctly. I contacted the company and explained the issue and instructed me to take pictures and they would review the problem. They determined that the segment height (the difference between the two bifocal prescriptions) was too low. I was instructed to accept one of two options: return them for a full exchange or to accept a 50% refund. I did not purchase their additional insurance which would have allowed me to return them or receive a 100% refund. I chose to have these remade. I submitted the pictures that they requested along with a second copy of the prescription. I also explained in detail what the issue was with my inability to see clearly. I received the corrected lenses a month later. These were also not correct and actually made made vision even more difficult. Because I had already used my option and, following their policy, I was unable to return these. I went to an independent optical business. They compared my current lenses with the pair from Payne Glasses. They were able to determine that the segment height was extremely high and they demonstrated how they came to this determination. They also concluded that the original height was too high and not too low as determined by Payne since the new lenses were over 7 mm out of focus. Believing, by their policy, that I had no other options, I chose to order new glasses from this optical company. They have a policy that will allow multiple exchanges until the lenses are correct. I contacted Payne via email. The response I received was that, yes, it was their policy to only offer one of two options. She did state that sometimes they would make an exception. This is not stated in their policy or on their website. I am seeking some type of refund because the product I received is not usable and I had to aly more to have someone else correct it.

  

  Business Response

  Date: 04/08/2024

  The customer received his glasses and there was a segment height adjustment that needed to be made.  When he received the remake, there was still some issues with the segment height.  We offered to make an exception to the policy to help get him a pair that was working well.  He refused to accept our offer to help him and said he didn't want an exception and said it was unfair that we were offering an exception to him.  Our staff offered to help again, but was again refused the offer.  

  He ended up using the frames to have his doctor put new lenses in, but our customer service agents advocated to give him a full refund since we stand behind our product and services. 

  Customer Answer

  Date: 04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I would like to add that I informed the company they need to clarify their policy. They only offered a refund AFTER I noted their policy does not allow for exceptions and after I had to seek assistance from another provider. Also, I accepted less than full refund since I did use the frames. I also paid for the full warranty after the fact in order to receive any refund at all. The company response to you is incomplete and misleading. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/06/2024

  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 ordered 2 pair of prescription eye glasses very late on Dec. 27th. Payne glasses website was glitching and I couldn’t upload my prescription and entered my prescription wrong. I called first thing in the morning on the 28th to send them my prescription and they said my glasses were already in production with the wrong prescription. They said they would remake my glasses and send them as soon as I called the eye doctors office and verified my prescription numbers. I sent them the verified prescription on January 2nd. Their website says my order should have arrived in 6-13 business days. I contacted Payne glasses on January 18th and asked to have my order cancelled and refunded. They said on the 19th they would send my order. Today is February 5th and I have not received my order or a refund. I contacted them today and they have not made my glasses and will not give me any explanation as to what happened to my order or refund my money. I was supposed to get a call from their customer service by 3:00CST today after they reviewed what happened and I was not contacted. Their customer service is lacking and horrible. I have filed a fraud complaint with my credit card company to recover my money.

  

  Business Response

  Date: 02/19/2024

  We start out glasses within one hour of the order being placed.  We had to hold and unhold this order multiple times and even made an exception to start the glasses over without using the one time exchange. We made an exception and remade the glasses at our cost, but the customer still felt she should have a refund. 
  The glasses have been delivered as of February 12.

• Initial Complaint

  Date:01/11/2024

  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 am filing a complaint due to Payne Glasses not fulfilling the prescription I submitted for Glasses that I paid for. I ordered Glasses and submitted my prescription, they sent me Glasses that are not my correct prescription. I have contacted the business and they are giving me the run around, I would like a refund because I am unable to wear the glasses. I have attached pictures of what I ordered and what they sent me, the PD and axis is off.

  

  Business Response

  Date: 01/12/2024

  The customer has reached out due to vision issues.  We're in the troubleshooting process.  We have offered to inspect the glasses but the customer has not replied to our request to have her send them back for inspection.   On our end, we're still actively helping the customer, and are anxiously awaiting a reply. 

  Customer Answer

  Date: 01/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business claims they are waiting for me to send the glasses back but that is a completely false statement. I have included copies of our email conversation and not once have they asked me to return the glasses. They are offering a partial refund/claiming the glasses were made correctly which in my original documents is proved to be incorrect. This business made me send in unnecessary documentation and have never once even acknowledged they made my glasses incorrectly. Their false response to this claim just shows the unprofessional nature of this business and I would like a full refund. 
  
  Regards,
  ******** *******

  

  Business Response

  Date: 03/20/2024

  Apologies for the confusion.  We have requested that the glasses be sent to us for inspection, however we have not received a reply to our emails.  Our lab pulled the reports and have found the glasses to be within ANSI tolerance, which means the glasses were made to the customer's prescription.   Without inspecting the glasses, we cannot determine the reason for the vision concerns. 

• Initial Complaint

  Date:01/10/2024

  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 made a purchase for a pair of prescription glasses in October. I also purchased a warranty with the glasses. Due to the low cost of the frames I wanted to be sure could receive a refund if there were any issues with them. The unfortunately although I was satisfied with my purchase the frames broke while I was wiping them with the cloth provided by the manufacturer. I reached out to Payne for a refund under the warranty agreement. They asked for pictures of the broken glasses. I sent the requested pictures. Payne then asked that I return the glasses to receive a refund. Nowhere in the warranty disclosure does it mention returning broken glasses to receive a refund. Payne sent a standard mailing label and insisted the glasses be returned to process a refund. After several communications with somebody named Katie it was clear that the warranty was a money grab and scam. Payne doesn’t disclose that the glasses must be returned in the disclosure. I would not have purchased a warranty had that been disclosed. They only require this when you need to activate the warranty. I believe forcing the customer to jump through hoops is a intentional ploy to discourage refunds under the warranty. I would like a refund under the warranty I purchased. The label sent doesn’t allow tracking and I would have to pay to ensure the glasses were received. I will not return broken glasses for a refund. This is not required under the warranty.

  

  Business Response

  Date: 01/12/2024

  With the Risk Free Warranty,  for a refund, we need to have the product back.  This is a standard procedure with any refund policy. We sent a label as requested (with tracking, as any label would have).  There is no cost to the customer to send them back. 
  
  We are happy to help replace the glasses with the exchange options, but we cannot process a refund and not receive the product back.

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The warranty does not state that the broken glasses have to be returned for a refund under the warranty, therefore the warranty falsely represents the terms and was purchased without the customer’s knowledge of what they’re actually paying for. It is not standard for a broken product to be returned under a warranty! It is standard for a replacement or exchange. I am requesting a refund. As this business is well aware of. The warranty is a fraudulent in its disclosure and this business practice is unethical. I would not have purchased a warranty requiring a return had this been disclosed. Therefore I am owe refund under the warranty agreement I paid for. 

  Regards,
  *** *****

  

  Business Response

  Date: 03/13/2024

  We have a policy in place that requires items to be returned in order for a refund to be processed. This policy is designed to maintain the quality of our products and to ensure fairness to all of our customers.  Once we receive the returned item, we will promptly process your refund in accordance with our refund policy.
  
  All labels have a tracking number associated with them. 

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This policy was not disclosed when I purchased the warranty. I have said this several times, and continue to receive the same response with no acknowledgement of that detail. 
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:11/30/2023

  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 was unknowingly charged a warranty fee. Upon arrival of my new glasses I immediately realized that the left lens was incorrect. I immediately returned the glasses via mail. After which I was told to email them to let them know that they were in the way. I was then sent an email, after the glasses were in the mail, that I wouldn’t be receiving a full refund. When I was told over the phone that I would receive a full refund.

  

  Business Response

  Date: 12/20/2023

  The customers must actively check a box confirming which warranty option they want at checkout.  This customer selected the option for the Risk Free Warranty, which offers either a 100% refund (minus the cost of the warranty), or 2 exchanges on the glasses.  The customer refused the offer to assist with his vision concerns, and threatened to "flame the hell out of this company!!" to his social media followers.  The warranty applies to each customer equally, regardless of how many followers they have on social media. 

  He has been refunded the amount due to him.

• Initial Complaint

  Date:11/29/2023

  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.

  The company did not honor their warranty policy. The representative misreprented the policy to sell.more product. The product purchased was faulty and the company will not accept responsibility. Tried on numerous occasions to contact them for resolution to no avail.

  

  Business Response

  Date: 12/05/2023

  The Customer placed multiple orders, and decided she wanted to exchange multiple pair.  She sent back 6 pairs for exchange, then changed her mind and wanted to exchange one pair only. We're sending other 5 pairs back to her.  

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I have been informed that finally my glasses will be returned however, it is clearly evident that the red pair and the green pair were poorly made and I wish to be refunded seeing that I've purchased 15 pairs. They have been dishonest with you and with me in their practices.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 02/19/2024

  There was no misrepresentation.  Our policy is clearly outlined on the website.  The customer has received all of their glasses and even a remade pair. 

• Initial Complaint

  Date:10/31/2023

  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.

  Purchased 10/23/23. This was a replacement pair for which I previously submitted an incorrect prescription. The first pair was absolutely my fault. However, this pair is too big and it falls off my face even though it is listed as “medium”, the same as the previous pair. Also, I spent almost 3 times the amount of money on the second pair and decided to get progressives and paid extra for “premium”. The first pair was $22.90 the replacement pair was $64.80-so I paid an extra $41.90 for the replacement pair. I called and told them the problem but I was informed that they will not do anything because this is a replacement pair. I do understand I couldn’t return these if I simply just didn’t like them, but this is not the case. They fall off my face if I look down to read or anything and the “premium progressive” that I paid extra for is either not in the correct place on the lenses or it’s just because they are too big for my face. It is supposed to have a bigger non-blurry area than regular progressives but I see more blur. I have 3 pair of medium sized frames currently and none of them are too big. Plus the original pair was also medium and it was perfectly fine. At the very least I would expect the additional amount that I paid for the new pair to be refunded. The whole $64.80 should be refunded since they don’t work and fall of my face, but I would settle for at least the $41.90 extra that I paid for something I can’t use that had nothing to do with the first order. I certainly would not have spent so much more money if I knew this was going to happen. I asked to speak to a manager and he said there was no one higher up than him to talk to and there was nothing he will do. He also said it was in an email that the new pair wouldn’t have a warranty. I do not remember reading or being told that information. I’m not asking for a refund or replacement for any other reason than I spent $64.90 on a pair of glasses that do not correct my vision properly.

  

  Business Response

  Date: 12/02/2023

  The first order was placed with an incorrect prescription. We used the one time, 100% exchange to help the customer get a new pair with the corrected prescription. When the customer received the replacement pair she reached out to say the glasses are too big.  While this was a final exchange, we are willing to work with the customer to try to find a resolution. 

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:10/05/2023

  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 ordered prescription glasses, I provided my correct prescription and PD to the company. The glasses sent to me were clearly not the correct prescription as I was unable to see or read. I spoke with support and received a 1 time exchange for another pair which unfortunately are also not correct. When I contacted customer service I am continuously told their lab has verified it’s correct but at the end of the day how can all four of my other glasses work for me (all bought from eyebuydirect.com) and this one pair bought from Payne glasses are unusable. I was not able to correct with the customer service team as their manager was difficult to talk to and continued to read the same script in a slow manner and anytime I tried to correct him or tell him my experience I was told that we could not speak if I was interrupting yet he would never finish speaking (he did this trick where he continuously paused for over a min then when I started to speak he would continue and say I’m interrupting- Turned into a one way convo where I could only respond with “ok”). He continued to steamroll the entire conversation so I have moved to working through BBB. There are so many complaints online saying the same thing about incorrect prescriptions being sent. This company really let me down sadly. My experience is that if you have a strong perception do not work with this company, as someone who has severely bad eyesight I rely on glasses everyday so it’s a shock when you are provided with such poor customer service for such a crucial thing like eyesight. In the end selling incorrect perceptions is dangerous and this should be investigated by an outside lab not their internal team who have had multiple complaints lodged against them this year all for the same issue.

  

  Business Response

  Date: 10/20/2023

  On the initial order, the customer reached out and wanted to exchange the glasses because the glasses are much larger than expected. She has been getting the "fishbowl" sight and everything on the edges feels off. We tried to troubleshoot but customer stated she is not interested in investigating that any further as she has used this same prescription since 2021 and she knows the issue is the size of the frames.  Most prescription expire after 2 years.
  
  On the free replacement order, the customer received the replacement glasses and has the same vision issues. She was unwilling to send photos of her prescription so we can help further.  We are still happy to help with troubleshooting.

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was told I could send in images of my prescription received from another eye glasses store. I did send in all screenshots attached. As Payne Glasses asked I provided images proving that this prescription is correct and for some reason the glasses provided to me from PayneGlasses.com are simply not the same as all of my other glasses proving they are incorrect. 
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 11/15/2023

  The customer agreed on the phone to continue troubleshooting with us.  We have sent 3 emails but have not yet received a reply. 

• Initial Complaint

  Date:07/22/2023

  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.

  payneglasses.com, ************ ****************** *** ***************** I ordered glasses, they where wrong, someone else's prescription likely. then they would only take the return for a 50% refund. I protested that a FDA pharmacy cant do that and its illegal and predatory...which it is. they then wouldn't take the return at all. Looks like this company is owned by CHINA. so im out $100 and no glasses, which I use to see on a daily basis. this company is PREDITORY and likely there are more people like me who have been scammed, STAY AWAY!

  

  Business Response

  Date: 07/28/2023

  With the standard warranty, we have 2 options:  50% refund, or 100% exchange.  Unfortunately, the customer was unwilling to troubleshoot by showing us the prescription from the doctor. We are still willing to help. 
  
  We are not a pharmacy, we are an online retailer of glasses.  We do not dispense prescriptions. We are an American owned company.  
  
  We have still continued to offer to help exchange or refund the glasses upon return, however, the customer has sent threatening emails and voicemails. We have shared the emails and voicemail with BBB. 

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear. 

  It's not a threat if your company is willfully and blatently breaking federal law. You could have taken the return and didnt, my team of people searched LEAGAL avenues to get the refund. If you are threatened by the fda, BBB and the Attorney Generals office maybe you shouldn't be scamming people online. Why would you be threatened by someone who is using LEAGL why's to hold you accountable.  we even told you we would do it if you didn't take the refund. YOU ignored and turned me away, you are a doctors office FDA company refusing service to the public. Did you not think about that? You are required to take the retun, I looked.

  So what im hearing is your scared a customer is telling you to fix the situation or they are going to take legal action against you? I want my money back and get service  thats all, and you wanna take it. How is that threatening to you? It's threatening to someone to stick up for themselves against a company trying to steal money from me leaving me empty handed?

  You sent the wrong prescription glasses, you are using predatory fees for service that should just be included to harvest money from people. You are also by doing this refusing service to me, the public. You even said it yourself in your last reply. 

   

  

  Business Response

  Date: 07/28/2023

  The offer to a one time, 100% exchange or return for a 50% refund has always been on the table, and still is. 

  Again, we are not a doctors office, pharmacy,etc. 
  

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  You already refused us service, the emails show that. You submitted evedence you refused us service, even said when I talked about taking legal action where threats, they are normal actions. You blatently can't break federal law and refuse service to me only to coma back and offer it again and think the situation is fixed. You broke the law, refused service to the public and we are going after you for it. I still don't see a refund, and we are taking you to court, you even said it yourself, you stopped responding because we where talking about taking legal action over the refund. You cant do that, you sell prescription glasses. We will be using this info to document you broke the law. 
  
  Regards,
  ***** *****

• Initial Complaint

  Date:07/21/2023

  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.

  July 18 2023 my replacement were ordered. The first pair were not the stated measurements. Per there wording a one time 100 % replacement 50% refund. When I order the pair it was a buy one get one 40% off. The replace pair was 164 the pair returned were 158. I only recieved a credit of 128 dollars. Instead of the 158. As stated the 2 pair the other I still have were 141 of which 40 % was take 56 dollars order total was 243. I was shorted 30 on credit and at current paid an additional 30. I would need 60 to be made whole

  

  Business Response

  Date: 07/27/2023

  With the standard warranty, we offer 100% exchange, meaning the amount paid, not the subtotal.  This is standard with any retail environment.  Standard Warranty does not offer a full refund for custom made glasses and orders with free shipping will be charged $4.95 at the time of refund.