Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had placed the original order for my ******* Cat Eye Prescription Glasses - Rainbow on Oct. 3, 2024. When I got them, they were completely different color than what I ordered. I had recieved a pink/blue frame which is not RAINBOW. I had sent the glasses back in order for the company to exhange them to what I exactly ordered. After back and forth (from completely incompetent customer service ****** they claim that the manufacture no longer makes the ******* Cat Eye Prescription Glasses - Rainbow and I would have to pick another frame (after reordering them through their exchange code). I was not happy by ANY of the choices they suggested for me to replace the glasses. I've been fighting with them for almost a month to get my FULL REFUND back since they sold me something I did not order! Their customer service do not respond and when they do, it takes days even weeks. And then they are not helpful at all. I will not be ordering any more pairs of glasses from a misleading scammy website. I just want my $58.41 back so I can order from an actual company that treats me like a customer and can produce something that I actually ordered! This is absolutely a scam! You can see that they are still selling this pair of glasses on their website even though they directly told me from their mouth that the manufacture does not produce these glasses any more!!! The picture attached is the pair they sent me. You can clearly see its pink/blue and not Rainbow as advertise!*************************************************************************************************************************** I have sent the original pair back. So I demand my full refund back since they have my pair of glasses and my money!

  

  Business response

  11/13/2024

  We understand the frustration of receiving a product that did not meet your expectations, and we regret that the original ******* Cat Eye Rainbow model was no longer available from the manufacturer when you requested an exchange. To resolve this, we offered a full refund as an exception, as well as alternative frame options, and we have been awaiting confirmation to proceed with the refund.

  Customer response

  11/14/2024

  
  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 as long as I get my full refund back. Otherwise,  I do not accept it since they do not have the frames in the color that I purchased. 
  
  Regards,
  
  ***** **********

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently ordered new eye glasses from payne glasses. One I received my new glasses there was something my eye sight was blurry well I found out that my eye doctors office messed up my prescription, so after that I got right prescription and payne sent me a new pair which is their policy I have 2 chances to send back glasses if I don't like them my second pair were to small and hurt my head when worn so send back my 3 pair I just received Oct 23rd 2024 the lenses were bad everything is blurry they used wrong prescription and one of the bows is broke, so I emailed payne and told but they emailed back and said that was my 2nd return and they won't send me another pair I'm stuck with the ones I got even though they are broke and lenses are wrong and I can't see with. I want them to fix there mistake and also send me a new pair of frames which I will pay the additional cost for with the correct prescription. So as I see it payne not standing behind their work the company just stole almost 80 dollars from me because I don't have a pair of glasses now at all so I'm missing work because of this I can't drive because of this I really can't do anything this is not a minor deal we are talking about my eye sight. I want them to make this right. I want the ****** frames green ones I'll pay the 15 dollar extra money and the right prescription lenses put in them and I want them overnight delivered which payne has to pay for

  Customer response

  10/28/2024

  I was wondering if you've heard anything back from Payne Glasses about my complaint. I can't remember if I stated this in my complaint,  but what upsets the most other then the fact Payne won't stand behind their work because they say I was allowed 2 returns but the problem for me is that I paid extra for that specific warranty so for them to not issue me a new pair of glasses with the correct prescription is completely unacceptable. So as I sit here now I have a pair of glasses that are completely useless to me because the lenses are wrong prescription and I'm out 80 dollars. This for me is no laughing matter I'm not trying to return a pair of jeans here  this my eyesight we are talking about here a very serious issue and Payne glasses could care less I used the 2 return deal which Again cost me extra money when I ordered my glasses and now they won't even acknowledge that I have no glasses and am not able to function properly ive missed a lot of work over this deal this company has cost me more then 80 dollars oh I'd say more around ***** dollars in missed work hours and pay so far this matter needs to be fixed and now 

  

  Business response

  10/31/2024

  The customer initially placed order ********* with a prescription for contact lenses, then returned it for a remake in a different frame (32315C10), which we reminded him was a child-sized frame. He confirmed this choice. After receiving the first remake (101048462R1), he found the frame too small, though he reported good vision.
  The customer requested a second remake in a different frame. We reminded him it would be a final sale, which he agreed to. He first selected a frame with a $15 upcharge but later chose one without an upcharge (22856K11). After receiving the second remake (101048462R2), he stated he did not like the frame and reported vision issues. Quality control showed all values were within tolerance. He then requested we return the first remake (R1) to him, which we did.
  He later expressed interest in a third remake with a different frame, the ******, and was reminded that R2 was a final sale. He then threatened to contact the BBB. After discussion, we offered a remake for a 50% fee if he returned both R1 and R2, or he could keep R1.
  The customer has since insisted that R2 was made incorrectly, despite QC results, and has not returned it. Currently, he has both R1 and R2 in his possession, with no return of R2 or agreement to the remake terms.

  Customer response

  10/31/2024

  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.
  
  

  I didn't know how to write response back but I reject the answer of the company Payne glasses. Again the return policy they talk about I paid extra for when I initially purchased my glasses so that is not standard return policy and they keep saying that my lenses meet these so called standards well if that's so true why is my vision blurry when I put the glasses on.Payne glasses lab used the wrong prescription they used the first one that was sent in which ended up being wrong because of a mistake by my eye doctor *** measured my PD wrong and gave me my prescription for my contacts not eyeglasses which we figured out and Payne made a new pair which the lenses in my second pair are great I can see perfect but the frames I chose now this is online ya know so there is no way of knowing the frames were too small and put alot of pressure on the side of my head and on my ears Payne remade another pair as to the return policy that I paid extra for and their lab used the wrong prescription on that pair. Now Payne never said anything to me about sending any pair of glasses back which I will gladly do if they will stand behind their mistake and for all the headache and money this has cost me I want a frame upgrade at no charge to me as this little mistake of theirs has cost me close to ***** dollars in missed income for not being able to work due to not being able to see. Now I want the ****** frames with the green bows and correct prescription lenses at no cost to me and I will send back both pair of glasses o have. That's my offer and it's not negotiable.  Thank you ***** ******

  Regards,
  

  ***** ******

  

  Business response

  11/06/2024

   A return label was sent on October 23.  Rather than returning the glasses, he chose to use abusive language and threats toward us.

  We are happy to make on final remake as an exception to our policy when the first 2 pairs have been returned to us.

  Customer response

  11/06/2024

  You people are horrible you would not stand behind your mistake, and you darn right I was mad you people have cost upwards of ***** dollars in list time at work due to not being able to see so don't tell me I used abusive language and threats we are talking about my vision and that is not to be taken lightly, your company *****, I will only accept the offer on my terms now nit yours and you did not send me a return label on Oct 23rd to return the glasses so stop lying. My terms are this you remake me a new pair if glasses I want the ****** frames with correct lenses and I will resubmit my prescription if I have to all this at no cost to me and I will send you back the wrong pair as soon as I get confirmation that my new pair has been shipped that's the deal if you don't agree we don't have a deal  that's that 
  
  ***** ******

  Customer response

  11/07/2024

  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.
  
  

   

  Consumer
  Most Recent Message
  Date Sent: 11/6/2024 4:06:43 PM
  You people are horrible you would not stand behind your mistake, and you darn right I was mad you people have cost upwards of ***** dollars in list time at work due to not being able to see so don't tell me I used abusive language and threats we are talking about my vision and that is not to be taken lightly, your company *****, I will only accept the offer on my terms now nit yours and you did not send me a return label on Oct 23rd to return the glasses so stop lying. My terms are this you remake me a new pair if glasses I want the ****** frames with correct lenses and I will resubmit my prescription if I have to all this at no cost to me and I will send you back the wrong pair as soon as I get confirmation that my new pair has been shipped that's the deal if you don't agree we don't have a deal  that's that 
  
  Regards,

  
  ***** ******

  

  Business response

  11/12/2024

  We've already processed another exception for this order and are scheduled to ship tomorrow. 

  Customer response

  11/13/2024

   

  The response from payne is not acceptable. I sent back both pairs of the glasses i had last week Thursday they shouldve had my glasses made and shipped i should have them by now, so if they do manage to get them shipped out by today Payne being the unprofessional company that they are will ship the glasses the cheapest way which means im gonna wait a minimum of another week to get my glasses if not longer 5 to 10 days from today if they ship today. This is not how you address a problem like this  this isnt a pair a jeans im returning here THIS IS MY VISION MY LIFE IM TALKING ABOUT HERE THIS IS NOT SOMETHING TO BE TAKIN LIGHTLY SO WHAT DO I DO NOW THESE IDIOTS AT PAYNE DONT SEEM TO UNDERSTAND THIS ITS A ENORMOUS DEAL. I CANT SEE, I CANT DRIVE IVE LOST OVER 5 000 DOLLARS IN WAGES OVER THIS BECAUSE I CANT SEE I AM GOING TO BE FILING A LAWSUIT AGAINST PAYNE FOR ALL AND MORE OF THE MONEY THEYVE COST ME IN THIS ******** ORDEAL THEY NEED TO PUT THEMSELVES IN MY POSITION WHAT IF THIS WAS BEING DONE TO ONE OF THEM HOW WOULD THEY REACT. THIS IS 100% UNACCEPTABLE 
  
  ***** ******

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Messaged the following message to payne today I am writing to express my deepest regret for the way I acted when I left ordering from Payne Glasses. Looking back, I realize I didn't handle the situation professionally and I truly apologize for any inconvenience or negativity it caused. Since leaving for [New company name], things haven't turned out as I had anticipated. [ Briefly explain, without badmouthing the new company, that it's not a good fit ]. I've come to appreciate the unique and positive aspects of working at [Previous company name] that I now deeply miss, especially [Mention something specific you miss about the company culture, projects, or team]. I understand that regaining trust takes time. However, I want you to know that I am truly sorry for my actions and I value the opportunity to contribute to Payne Glasses again. I am confident that I can bring back the same level of dedication and [mention a specific skill] that I previously offered. I am open to discussing any potential openings that might be a good fit for my skillset. I am eager to learn from my mistake and prove myself as a valuable asset to the team. Thank you for your time and consideration. L**** ***** ****** ************ Was told that they will not sell glasses to me, their choice, and asking to find out why and asking for another chance. i had a lot going on when i ordered from them last in 2023. not all of the glasses were sent back i had 3 remake orders, and that's it. i feel that this is discrimination and it's not fair. I am asking for another chance because i need to order glasses. the current provider isn't cutting it and the other provider i ended up cancelling due to extended production time.

  Customer response

  07/19/2024

  what clarification do you want i want to know why ive been blacklisted, why won't they sell to me. i apologized. period.

  

  Business response

  08/09/2024

  We have used every avenue and resource to accommodate the customers needs. We do not wish to continue further.

  Customer response

  08/09/2024

  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.
  
  SO instead if of continuing to work with me, they are going to turn me away. That's ok. I am a social media influencer if they want to be like this. They won' let me talk to a manager or an owner, they want to give the NO Can DO Attitude. I will make sure the entire universe is aware of their business practices so that they operate no more, because they are not even in the States. They are a Chinese Based Company. Thank God I don't have this problem with anyone else.**** ****
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They wouldn't allow me to return the $113 prescription glasses I purchased because I used a $29 exchange code towards 3 frame-only glasses that were $38 total. The lenses in them are noticeably thicker in these than the other pair I got from them, even though they both have the same prescription and 1.74 lens index. They said any order with an exchange code is a final sale and disqualifies all items in that order for a return or exchange, even though it said it included the standard warranty and $0 of the exchange code went towards the prescription glasses.

  

  Business response

  07/10/2024

  The customer is correct; this was a Final Sale exchange as noted in our emails. The Standard Warranty allows a one-time exchange.

  We already made an exception by allowing her to purchase 4 pairs instead of 2, ensuring fairness and consistency for all customers.

  Additionally, we provided her with a coupon for her next purchase.

  Customer response

  07/10/2024

  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.
  
  I would like to return the prescription glasses I bought for a refund or exchange, because they do not have the 1.74 lens index that I ordered. The lenses are noticeably thicker than the lenses in the other glasses I bought from Payne Glasses, as well as a pair fom a different place, and they all have the same exact prescription and 1.74 lens index in them.
  
  Regards,
  
  ****** ***

  

  Business response

  07/10/2024

  We are aware that the customer is asking for another exception; however, we have used all avenues to assist and cannot offer any further exceptions.

  Customer response

  07/11/2024

  [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 after explaining the issue I had with the lenses, they allowed me to return them for a 50% refund or 100% exchange. I find that this resolution is satisfactory to me.

  Regards,
  
  ****** ***

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a pair of prescription sun glasses and they mailed them to the wrong zip code ********** The correct zip code was ****** They also used the same wrong billing address. I been trying to get this resolved and feel like I am getting the run around and being scammed for the error made on the address by there system.

  

  Business response

  07/01/2024

  ******* *******The customer placed an order and provided an incorrect zip code.  Due to this, the package was lost. 
  
  We have remade the glasses at our expense and are resending them to an alternate address. 

  Customer response

  07/01/2024

  [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. 
  
  Regards,
  ******* *******

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $59.05 on 5/19/24 for one pair of glasses. The glasses were shipped on 6/5 and out for delivery on 6/10, it was then returned to sender on 6/12 and has been sitting at the sender’s post office since 6/17. The sender claims it is lost unless the post office delivers it to them directly, but the post office said the sender needs to come pick it up or call to have them deliver it. The sender is stating that they don’t cover packages that are “lost in transit”, but this package is not lost and has been sitting at their post office for a week now.

  

  Business response

  07/05/2024

  USPS unfortunately was unable to deliver the package to the customer.  We remade the glasses and upgraded the shipping at our cost to get the customer the glasses she ordered. The glasses were shipped to an alternate address and received by the customer.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They send the wrong item and won't correct the issue. They blame poor lighting on the page when it's 2 different items.

  

  Business response

  06/10/2024

  The customer ordered a red and black frame and received a red and black frame.  The photo he uploaded shows the identical frame that is on the website.  He is claiming this is a purple frame, however, as clearly shown in the photo, it's red and black. 

  We've offered to help him use the exchange to choose another frame, or process the refund, but he has declined. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 10, 2024 ordered a pair of progressive glassed from Payne glasses and paid $67.80. Upon receiving these glasses I noticed it was quite blurry but wore them a few days to see if it would subside in which it did not. I emailed Payne glasses on February 1, 2024 to return the glasses to fix the lenses and it was back and forth with them from that time until they finally had me return the glasses on March 2, 2024 so they could fix the lenses and send the glasses back to me upon returning the glasses to me they stated that this is the final sale if these do not work that is all they can do well the glasses look exactly the same they are blurry. I have bought glasses previously on line in the past and have never had any trouble like this.

  

  Business response

  06/07/2024

  This is the first we're hearing that the remake pair did not work.  We're always happy to continue assisting with customers experiencing vision trouble. 

  
  We'd be happy to continue troubleshooting with the customer.

  Customer response

  06/07/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** *****

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩