Payne Glasses LLCReviews of payneglasses.com

Response from Payne Glasses LLCOct 13, 2026

Hi Lisa, We understand your frustration and are sorry your glasses haven't arrived within our estimated delivery timeframe of 6–12 business days. I personally checked your order and can confirm that it's currently being prepared for shipment. Your glasses are custom-made to your prescription, and while we work hard to meet our delivery estimates, occasional delays can occur. You'll receive an email with tracking information as soon as your order ships. We appreciate your patience and look forward to getting your new glasses to you soon!

Response from Payne Glasses LLCOct 5, 2026

We’re sorry to see this review, as it doesn’t reflect the experience or timeline documented in our communication history. Our team worked with you through the concerns reported on your orders, including remaking your glasses when your lens needs changed, and senior Customer Experience leadership was directly involved in supporting your case. After your most recent remake was delivered, we also followed up proactively to make sure the new pair was working well and did not receive a response indicating there were additional concerns. The clarity and lens-coating issues described here are therefore new to us, and we would have welcomed the opportunity to address them directly. We’re glad to hear that the prescription is now working for you and that you love the frames. We’re sorry the overall experience left you disappointed and wish you the best with your future eyewear needs.

Response from Payne Glasses LLCSep 29, 2026

George, we’re sorry the glasses didn’t provide the vision you expected. Our team worked with you directly and offered options to troubleshoot the vision concern or resolve the order through our return process. Unfortunately, we weren’t able to reach a resolution together. We’re sorry the experience left you disappointed and wish you all the best in finding eyewear that works well for your needs.

Response from Payne Glasses LLCSep 29, 2026

We’re sorry there was some confusion around the shipping details on this order. We’re glad our team was able to help update the shipping information, and we especially appreciate that you’ve trusted Payne for several orders with good results. We hope this pair gets things right back on track.

Response from Payne Glasses LLCSep 22, 2026

Greg, we’re sorry this experience has been frustrating. We reviewed your order and support history and confirmed that the glasses were made according to the prescription information submitted with the order. Our team has also already provided a replacement code so you can place a new order with the corrected prescription information at no additional cost. We remain happy to honor that solution if you choose to use it.

Response from Payne Glasses LLCSep 11, 2026

Maria, we’re sorry this process has felt frustrating. Your case has been actively under review by our optical team, and a Senior Optician is working to address both the frame and vision concerns you reported. We appreciate your patience while we work through the details needed to make sure the resolution addresses the complete pair, not just one part of the issue.

Response from Payne Glasses LLCSep 7, 2026

Thank you for providing the additional information so we could locate and review your order. After reviewing the order and communication history, we were able to confirm that the glasses were made with the lens options selected at the time of purchase. Unfortunately, the request for replacement was also made outside the applicable warranty period. We understand this wasn’t the outcome you were hoping for and are sorry we weren’t able to reach a resolution together.

Response from Payne Glasses LLCAug 25, 2026

We’re sorry this frame wasn’t what you expected. The frame you selected is made from TR, an ultra-lightweight, flexible material chosen for its durability and comfort. If you’re accustomed to traditional acetate frames from an optical office, TR can feel surprisingly light by comparison, and we understand how that difference in weight and feel could be perceived as lower quality when it’s unfamiliar. If you prefer a more substantial, traditional feel, we carry many acetate frames as well. Acetate is a denser material with more weight and rigidity and may be much closer to what you’re used to wearing. Please reach out to our Customer Service team—we’d be happy to help you find an acetate style and get you into a frame that feels more like what you were expecting.