paireyewear.com Reviews 136

Glasses and toppers are cute. Toppers are flimsy and easily knocked off. Customer service is abysmal. First order I was missing a topper. Took 3 weeks to finally get someone to answer, acknowledge, and fix mistake. Second order they refuse to grant the rewards points for a second purchase in 90 days claiming there is a$110 purchase required to achieve this reward (which I still have been unable to locate this information on the website). Fighting for rewards points may sound petty but the points do allow for discounts on future products. Considering the toppers are $20-30 on average for a $5 quality item, receiving discounts is likely the only way I would continue to buy toppers.

If I could give a zero I would. 2 separate orders. No working tracking numbers. Customer service is abysmal and overseas associates who care not about your issue continue to put you on hold with no answers. I am almost out 500.00 between the two orders. I think it's time to do a charge back. I'm over this.

I ordered a pair and topper in July, did not realize at first that my uploaded rx did not save, so it sat for 2 weeks with no reminder or indication from Pair that I nedded to upload it again. Once I realized it the order was processed in a week and I had them within 2.5 weeks. The frames where not a great fit and the return process was easy.....however the same day I returned the first pair I ordered another style. 3 WEEKS later I got a notice they were shipped, but I couldn't track it with info they provided. 5 days later it finally worked....so they sat on the order for a further 5 days before actually shipping it. So, 1 month later I still don't have the glasses I ordered. All this time can't reach a live human. The best you get is a scripted email with No effort to actually resolve issues. Worst customer support I have ever seen!

Ordered my glasses and 4 tops to go with them. I liked the glasses, but they weren't a good fit for my face, so I went to exchange them for a different style. That's when I discovered that the tops I purchased were ineligible for return! I emailed customer service (they took three days to get back to me) and was told they were final sale and I should be more careful when I check out next time. The tops are no good to me if I exchange to another frame, so I would have to just eat the cost. Not a great policy or way to run business. I won't be recommending them to others or purchasing in the future.

I was excited to try PAIR Eyewear, but my experience was disappointing overall. The shipping took much longer than expected, and I received very little communication or updates during the process.

I ordered the tortoise shell frame, but unfortunately, the pattern is barely visible on the front—only on the arms. When someone looks at me straight on, the glasses just look brown, not the tortoise shell I was expecting. Additionally, the arms don’t curve properly behind the ears, so the glasses slip off whenever I tilt my head down.

On the positive side, the prescription lenses seem accurate, and I can see well. But considering the long wait, poor communication, and frame design issues, I can’t recommend these glasses.

Excited to get my second pair of glasses but totally frustrated now. I could not see with them! Took them to my optometrist and was told not only was the prescription wrong, but the lenses were swapped. Went to the email that the glasses were delivered and the link for help goes to a site which says Pairs doesn't use them any more. Could not find a phone number so went to their chat box. Asked at least three times to speak to someone in person and never told why I couldn't-! The chat team member first asked me for documentation from the optometrist so they could make their service better. The conversation went downhill from there. I had asked if they could start processing the glasses to cut the return time. Now, I have to send the glasses back so they can prove to themselves they are wrong.

Dealing with this company has been a nightmare. After I ordered, they could not support my prescription (office lenses) so they emailed me. I responded immediately and it took days to hear back from them about how to move forward. With every response, its days later that they get back to you. I received an email today on my work email (I didn't use this email, I used my gmail when I opened my account) with someone else's order number and order details. They are very good at saying "we are sorry for the delay/mix up/confusion/etc." This doesn't help with the issues at hand. Very unprofessional and frustrating. So many other online options so will not be dealing with them again or every recommending them. Brutal

Ordered one pr. of prescription glasses and 2 toppers July 29th, order shipped Aug. 2. Today Aug. 13, I received 1 topper? No order summary, nothing but a post card welcoming me to the family? WTH? I will update if my FULL order arrives btw this was being shipped from CA to AZ less than 400mi. Pony express was faster!

I bought a pair of glasses, somehow i need to change/cancel my order, but i'm unable to cancel the order from the website. bty, i emailed them within an hour. it's been 3 days, still no response. It's disgusting

They sent the wrong topper. No one responds to emails to correct this. Product may be good but Customer service is terrible. I doubt I will buy from them again.

I ordered a frame and topper, which I received. However, I returned the package unopened because I realized that I mistakenly order the wrong frame. I paid off the entire amount ($105) and contacted Pair about a credit. That has been almost a month ago and still no credit or refund. I've emailed three times - one response which said to check my account, which I have and still no credit. This would have been my second order with Pair, and I was very satisfied the first time. But I do not have money to throw away. I would like the credit or refund my Affirm account or at the least, an update. Or I will never do business with you again and will not recommend you.

I paid almost $300 for light-responsive, single-vision lenses in the ella frame, 2 toppers, and for priority shipping and handling... Then i couldn't get an update on the status beyond "Order Placed" for like 2 weeks... I finally got a representative on the phone on Wednesday, and while she refused to let me speak to a manager, she did say my glasses were ready and would be shipped overnight, and I'd be refunded the Priority fee. Well, the frames arrived today... they are NOT light-responsive. There are NO toppers. I am so disappointed and frustrated by this sad excuse for customer support and for a company. I wish i'd thought to read their BBB complaints BEFORE i paid them ...I was just so excited to try them. My mistake 🙄
I just chatted with "customer support"...he processed a refund for the toppers and extra fee, but said i have to wait to find out about the refund for the lack of light-responsiveness, even though i sent him several pics showing that they obviously don't darken in the sun.

Do not waste your time. I have ordered glasses online for years. This is by far the WORST experience and must frustrating thing I have dealt with. I ordered 2 pair of frames 3.5 weeks ago. (Over $350) Almost a week after placing the order, they tried to charge me an additional $80 because I needed a different frame due to a "strong prescription". My prescription is considered mild. They finally said they sent the glasses to the lab after having all the information over a week and almost 2 weeks since the order was placed. Days later the glasses still have not gone to the lab. I have contacted customer service 10+ times regarding issues and never has a single person actually resolved the issue. They are now guessing the glasses will arrive 35+ days after ordered. Do not waste your time. This company should not be allowed to stay in business as they constantly misrepresent themselves and miss time deadlines.

I am trying to cancel my membership. The ‘how to cancel membership’ faq does not help me. I got an email saying the same thing. No one can help me. I’m very frustrated

I have been waiting for 32 days to receive a pair of Pair Eyewear frames. I have sent multiple emails and tried to call. Every time I call, I am told they are closed - 10am, noon, 3pm! I received the tops I ordered for the frames but can't use them!

I submitted a prescription when I submitted my order and paid for it and like clockwork I got an email back asking for the PD number. I provided the PD number. 7 days later I get an email saying that they're not going to accept my prescription without a Doctor Letterhead. I told them that if they they couldn't fulfill the order then just refund me. 3 days later they still haven't responded back to me. I've tried chat. Tried messenger on Facebook. I've tried responding back to the email that the employee Kits was sending me. Nothing. I just want to get my money back and now is going on over 2 weeks since I placed my order. TERRIBLE CUSTOMER SERVICE PRACTICES AND HONESTLY I FEEL LIKE THEY'VE STOLEN MY MONEY BECAUSE I CAN'T RETURN IT THROUGH THEIR PORTAL LIKE THEIR AI CHAT TELLS YOU TO. DO NOT BUY FROM THIS COMPANY.

Ordered my glasses 23rd May nearly £500
I’ve paid for them. But I have yet to receive them. Is this truly a real company feel I’ve been a victim of fraud. No real customer service whatsoever to try and get the matter resolved .

Update- I finally spoke to someone on the phone. There was an issue with the material to make the transaction lenses. If I’d have been told this I would have changed to normal lenses and used the difference on toppers to have gotten my glasses sooner. However that did turn up Friday 11 July. And I do love them. Now I’ve cracked the secret to getting things sorted I will be ordering toppers to go with them. If you’re in the UK ring - 00 1 (646) 389-9692 4-8pm GMT as we have the time difference and it will be the middle of their working day. Of this helps anyone

Literal worst customer service on the face of the planet. They only have an AI chat, which keeps saying I will get an email, I never received an email. The phone number is also a bot, never connects to a human.
I don't have my prescription, I want it to be taken from my previous order. The bot tells me that my new order does have the old prescription. I ask the bot when will it ship, it then tells me I need a prescription. This is on repeat, then it tells me about the email. I asked to cancel the order, it tells me I need to contact customer service, WHAT CUSTOMER SERVICE??!! There are NO humans anywhere to fix the problem!!! They stole my money. I have been reaching out for WEEKS.

I'm satisfied with their product but after sending 4 emails asking a simple question, I've yet to get a reply.
For that, 1 star. Dr. ML

I have a pair for computer work which are fine. And a pair for everything else, these are a problem. The toppers keep popping off multiple times a day. And the screw in the frame is stripped & cannot be tightened. So the glasses keep sliding down my nose & sometimes right of my face. Great concept but very poor execution. So disappointed. They have not done anything to correct the problem.