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Business Profile

Optical Goods

Pair Eyewear, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

This profile includes complaints for Pair Eyewear, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Pair Eyewear, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 76 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Online purchase of glasses frames with additional 'tops' for the frames on July 20, 2025. Order amount $191.25 on July 21, 2025.Frame: The **** - Pink Clear The Horn Tortoise Sun Top Top Frame Case Navy Chinese Dragons Top The Coral Reef Stained Glass Top The **************** The Acorn to **** Gradient Top The tracking number provided to me: ********************** is not a valid tracking number for the company they said they used, DHL. *** has 9 digit tracking numbers.

      Customer Answer

      Date: 08/04/2025

      Better Business Bureau:

      The business delivered the items I purchased (reference to complaint ID ********,  and the matter has been resolved.

      Sincerely,

      ***** ****



       

    • Initial Complaint

      Date:07/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 reached out to Pair Eyewear to use my existing warranty for my eyeglasses. I contacted them through email on June 7th 2025 had said by their company. I waited over a month with no response. I tried calling their customer service number multiple times. Every time it tells me there is no one to speak with and to call during their service hours but when I call it is between 9am-5pm Monday-Friday as told by their phone service ai thing. I then emailed them again trying to get my glasses replaced using the warranty on July 10th 2025 and still no response.

      Customer Answer

      Date: 07/21/2025

      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:07/14/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 placed an order which I need to cancel. My community is now under wildfire evacuation order/State of Emergency declared. I need funds for possible evacuation with the fires. I requested to cancel within one hour. Have not had reply for 5 days now. Not buyers remorse but unexpected emergency state.

      Customer Answer

      Date: 07/14/2025

      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:07/08/2025

      Type:Product Issues
      Status:
      Resolved
      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 purchased a pair of ****** glasses frames for $378.68 and a pair of "Pink Sun Top ******" for $22.32. I only received the glasses frames, not the sun top. I reached out to customer service and got a response to please check the mail and tracking and if I still did not have the sun top, they would send me another pair. However, I have confirmed multiple times I did not receive the sun top and have gotten no response from the company. I have emailed, sent social media messages and made social media posts and have not gotten any response. From their lack of response, it is clear this company does not intend to correct their mistake and actually just intends to steal my money. I would appreciate a replacement sun top as well as a refund for this entire order because I will never do business with them again or recommend any one I know do business with them either. I should not have to chase a company to stand by their orders. They have stolen my money.

      Customer Answer

      Date: 07/17/2025

      Better Business Bureau:

      The business has resolved my issue.  In reference to complaint ID ********, the business' resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ******** ******



       

    • Initial Complaint

      Date:07/02/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Order was placed a month ago, when trying to get in touch with customer service regarding the delay all I get back is a generic automated response. Their customer service is terrible and I cant get an answer as to when my order will be shipped. At this point I dont even want the glasses just my money back.

    • Initial Complaint

      Date:07/01/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 tried on NUMEROUS times to get an answer on the status of my order, NOT ONCE DO I GET A STRAIGHT ANSWER OR VALID RESPONSE, NO EMAIL CONFIRMATION, NO STATUS UPDATE, CANT GET A LIVE PERSON, THE AUTOMATED CHAT REPEATS THE SAME QUESTIONS OVER AND OVER. I have no update on my glasses, if I would have purchased from my ********* with a completly different brand, I would have received my glasses by now. Going on 3 weeks since my order and still NO STATUS, NO UPDATE, NO CONFIRMATION, WHEN I LOG IN MY ORDER DOESNT EVEN APPEAR BUT THE MONEY HAS BEEN TAKEN OUT OF MY ACCOUNT.

      Customer Answer

      Date: 07/26/2025

      Better Business Bureau:

      At this time, I have not been contacted by Pair Eyewear, Inc. regarding complaint ID ********.

      Sincerely,

      ******** ****

    • Initial Complaint

      Date:06/17/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 Pair eyeglasses on May 20, 2025 and paid $213. However instead of my eyeglass prescription, they used my reading glasses prescription, even though they are clearly marked on the prescription I sent in and I did not order reading glasses. I've tried to contact Pair Eyewear for several days but I have not received a response. They have ghosted me. The contact form does nothing, replying to the order email does nothing, and there isn't a customer service number to call. I had no idea this company would be deceitful. It is terribly frustrating to have paid so much, yet received something I didn't order, and not be able to rectify it. This is horrible customer service!

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 placed and order with Pair on 07/11/2024. I paid $45 for PAIRCare (1-year warranty that offers full protection for scratched lenses or damaged frames). The frames were damaged in May. On 05/31/25, the website chatbot instructed me to email the company to request a replacement through the warranty. I emailed the company with this request on 05/31/25. I also placed a new, unrelated order for my child. 6/09/25: I completed the *********** form requesting action on my warranty request.6/10/25: I completed the *********** form for delays on my child's order.6/12/25: I received a response on my child's order. It is now being processed. 6/12/25: I sent another email that stated "If I do not have action taken by customer service within the next 24 hours, I will be initiating a complaint with the Better Business Bureau." I called a customer service line *************) and the automated menu stated a representative was not available and the order number is not valid-despite pulling it off of my online Pair account. 6/13/25: I messaged the company through ********. They said they would get back to me within 24 hours. When I try to initiate a return through the website, it says the window has passed. When I go to the *** section of the website, it says that feature no longer exists. The company has taken zero action on this and I am in need of replacement glasses. I either need them ASAP or I need my warranty refunded.

      Customer Answer

      Date: 07/14/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Pair Eyewear, Inc. has been resolved.  The business reached out to me, issued a refund of the original warranty and a $10 credit towards a future purchase.  Ultimately, I am very disappointed in their customer service around their "PairCare" and feel potential customers should be made aware. 

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      ******* ********

    • Initial Complaint

      Date:06/16/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Order number ******* Purchase date May16,2025 Paireyewear does not breakdown costs Lenses and frames are together as one cost on the detailed receipt therefore Im unable to submit for reimbursement through my vision insurance. Ive tried to o tact them via email with no response.

      Customer Answer

      Date: 07/10/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Pair Eyewear, Inc. has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      ******** ******

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      As part of purchasing a new pair of Pair Eyewear on 11/12/2024, I purchased their ********* warranty which entitles me to replacement frames and lenses, once, within 12 months of purchase due to scratches/breakage, etc. I requested said warranty replacement last week (6/1/2025, well within the 12 months warranty period, due to scratched lenses) using the only email address they use ********************************* In response to my email sent to ********************************* I received a reply stating that I needed to send an email to ******************************** (which was exactly what I did and it was that email that they were replying to). Make it make sense. I have copies of my initial email as well as their nonsensical time wasting response.I then tried chatting using their live chat feature. I explained that I had already sent an email to the designated email address. The ** bot (not a live person) continued to tell me to send an email to same address they keep telling me to send my warranty claim to: ******************************** no matter what I typed in the chat box. I have screenshots of this.On 6/6/2026, I sent a new, fresh warranty replacement request email to ********************* including my order number and a screen shot of my original receipt showing I had paid for the ********* warranty. I still have not received a response from a human being indicating that they are processing my warranty claim.If I dont get some kind of response that makes some sense, I am going to do a charge back to my credit card for the entire order for failure to provide goods and services: base frames, warranty, and all the toppers I ordered as they are useless without having the usable base glasses I am entitled to, as covered by their warranty. $547 total.

    Pair Eyewear, Inc. is NOT a BBB Accredited Business.

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