Payne Glasses LLCReviews of payneglasses.com

Response from Payne Glasses LLCJun 12, 2026

Thank you for taking the time to share your experience. We're very sorry to hear about the difficulties you encountered while trying to order your prescription sunglasses and that the support you received did not meet your expectations. We take feedback like this seriously. Our team is currently reviewing both the ordering experience and the interactions surrounding your attempt to place the order so we can better understand what happened and identify any opportunities for improvement. A member of our management team will be reaching out to you directly via email shortly to gather additional details and see how we can best assist. We truly appreciate your continued support and the opportunity to make this right.

Response from Payne Glasses LLCJun 12, 2026

We're sorry to hear you were disappointed with your experience. While we understand your frustration, the optional Risk-Free Warranty is a separate service plan governed by its own terms and conditions and is not refundable once coverage has been provided. We understand that not every frame or lens design works for every wearer, which is why we offer returns, remakes, and exchanges to help customers find a solution that works for them. In your case, multiple return and remake options were provided throughout the process. While we're disappointed we weren't able to find a solution that met your needs, we do wish you the very best moving forward.

Response from Payne Glasses LLCMay 28, 2026

Hi Julie, We’re sorry to hear the glasses were not performing as expected out of the box. With some prescriptions and lens types, there are additional fitting variables beyond the prescription itself. In-store, an optician physically measures how the frame sits on your face and how your eyes align within the lenses. Online, troubleshooting those same variables remotely sometimes requires fit photos and measurements so our licensed opticians can evaluate alignment and positioning. That was the reason our team requested the additional information—we were attempting to determine whether the issue could be corrected rather than simply replacing lenses that were manufactured as ordered. We completely understand that not everyone wants to go through that process, and that’s okay. A prepaid return label has already been provided, and we’re happy to proceed with a refund once the glasses are returned. We appreciate the opportunity to assist and wish you the best moving forward.

Response from Payne Glasses LLCMay 22, 2026

Robert, we’re so sorry to hear about your experience. A senior member of our Optician Team has now reached out directly regarding the concern with the scratched lenses. We greatly value you as a customer and would truly appreciate the opportunity to review this further and make things right for you. We also sincerely apologize if you felt dismissed or that your concerns were not important — that is absolutely not the experience we want you to have. Our team is standing by and ready to assist however we can. We hope to hear back from you soon.

Response from Payne Glasses LLCMay 22, 2026

We’re sorry to hear your frame broke after approximately a year and a half of use. While we understand your frustration, lightweight rimless drill-mount designs are generally more delicate than full-rim frame constructions and can be more susceptible to wear over time. For customers prioritizing maximum durability, we typically recommend full-rim frame styles over rimless mount designs. Eyewear longevity can vary significantly depending on usage, adjustments, handling, and overall wear conditions. While we understand your previous pair lasted much longer, 7 years would generally be considered unusually long for daily-wear eyewear. Our Optician Team will also reach out directly if there is anything we may still be able to assist with from a frame only replacement standpoint.

Response from Payne Glasses LLCMay 5, 2026

Tracking not updating and getting stuck within USPS is frustrating—we see that. When a carrier delay like this happens, stepping in quickly to get it back on track is what matters. We’ll take care of this with you.

Response from Payne Glasses LLCApr 15, 2026

We value you as a customer and are sorry this experience did not meet expectations. As requested, all pending orders have been canceled, and a full refund has been submitted for processing, including the pair that was being remade. No further action is needed on your end. If you’d like to talk further, we’re here and happy to help. We appreciate the opportunity to learn from your experience.

Response from Payne Glasses LLCApr 15, 2026

Sorry to hear the promotion didn’t apply as expected and the checkout process was difficult. That’s not the experience we want. Our team will be reaching out to make sure any eligible discount is honored and everything is sorted. Thank you for writing this.