Excellent
Based on 2,403 reviews
Payne Glasses LLC4.6Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Payne Glasses was built on a simple belief: everyone deserves clear vision without compromise.We are a customer-first, optician-led, employee-owned eyewear company headquartered in Pittsburgh, Pennsylvania, designing prescription eyewear for real life—with a focus on accuracy, comfort, and honest value. Prescription glasses start at $5.95.By owning our process from start to finish, we’re able to maintain consistent quality, transparent pricing, and accountability — without unnecessary markups. From expert guidance to responsive customer support, we’re here to make vision care feel clear, reliable, and easy to trust.
Payne Glasses LLC (payneglasses.com) has 2,403 customer reviews on Folks Told, with an average rating of 4.6 out of 5.
Showing 122 reviews with 1 star · Clear filters
Julie J.
Got glasses with warranty. They just didn’t work. The bifocal lens line sits too high. I tried to make them work but could not. I tried to return them and just keep getting the run around.
Reply from Payne Glasses LLCDec 23, 2024
We're sorry you're experiencing issues with your glasses. To resolve your concern, it looks like we sent you a return label per your request on the 17th.
Stephanie P.
It just seems like it is taking forever!! Also I saw on my account no refund I thought you had a refund if the glasses don’t fit
Reply from Payne Glasses LLCDec 18, 2024
We're sorry it seems as if your order is taking longer than expected. It looks as if there was some information we needed you to verify and couldn't start your order until the information was received. The order began processing on 12/9. It takes 6-12 business days from that day to complete and receive the order. I've also attached link to our warranty policy. Please make sure to double check the warranty you have for the most accurate information. If you have any concerns, please don't hesitate to reach out to our customer service. https://www.payneglasses.com/help-center/warranty-returns
shersher
I ordered a pair of pink glasses. When they arrived, they were orange or at best salmon. Got credit when I sent them back. Ordered another pair. They broke within a week. I wanted a refund even though I knew it would only be 1/2 of price paid. They told me these were exchange for 1st pair so they were final sale. They did send another frame, but that was not what I wanted. First pair was not the color it said online and 2nd pair was defective. I did write a review on there website & it said it would be up in a few days. That was in mid october and nothing showing even though I just saw another good review later than mine was so I'm assuming they don't post bad reviews because they show a 100% rate.
Reply from Payne Glasses LLCNov 13, 2024
Thank you for sharing your experience with us. We’re truly sorry to hear that both the color of the first pair and the quality of the second pair fell short of your expectations. We want every customer to have a smooth experience and receive products that fully meet their needs. It sounds like the initial color discrepancy was disappointing, and we apologize if the online images didn’t accurately reflect the true color of the frames. Your feedback here is invaluable, and we’ll be looking into our images and descriptions to improve accuracy for future customers. As for the review delay, we assure you that we value all feedback—both positive and constructive—as it helps us improve. There may have been a delay in publishing your review due to technical reasons or moderation, but we’ll follow up to make sure all reviews are accurately represented on our site. If there’s anything further we can do to make this right, please reach out to our customer service team. We appreciate the opportunity to address these concerns and are committed to enhancing your experience with us.
Margie S.
Terrible customer Service. Lack of concern regarding issues during chats and no response to email or text messages. I received no response tho you state you sent one. Nothing in email or to my phone number
Reply from Payne Glasses LLCNov 6, 2024
Hello, our records indicate that we responded to a text message a little less than two hours after it was sent and we never received a response. Providing excellent customer service is very important to us. Please reach out to us at (412) 800-2020 so we can address your concerns directly and work to resolve any outstanding issues. We appreciate the opportunity to make this right and improve our service moving forward.
Robyn K.
Ended up out over $300 even after proving the glasses were made wrong! An ACTUAL optometrist gave me written proof! Payne was off by +.25 which is a huge difference when you're trying to SEE. Payne basically told me "Too bad. We remade them for you, it's not our problem you still can't see out of them." Avoid this company if you want your lenses made correctly! Cute frames aren't good enough! Payne is too cowardly to even reply to my emails with proof from a REAL Doctor that shows how badly off they made the lenses. Really bad company here!!!! UPDATE: Payne replied here to try to look like a caring company, yet they have NOT contacted me nor offered a refund. I don't care that you "remade the glasses four times." That just shows how awful your lab is, they were WRONG 4 TIMES. A full refund is the only acceptable resolution at this point, I had my glasses made at a REPUTABLE outlet. I need to SEE!!! But saying you reached out to resolve this with me? ABSOLUTE LIE.
Reply from Payne Glasses LLCOct 2, 2024
Thank you for your feedback, and we're sorry to hear about your frustration. While we have already remade the glasses 4 times according to the prescription provided, we understand that you're still experiencing difficulties. We always aim to provide quality service and are happy to review any documentation you have to ensure everything was handled correctly. We will follow up directly so we can further discuss and clarify any concerns. We appreciate your understanding and hope to assist you in finding a solution.
Karrie D.
Do not buy these!! They are the cheapest plastic! Like Halloween costume plastic! They rip you off by buying the warranty- no other online glasses company does this. No refund!! Unless you buy their warranty it’s a money scam!
June J.
I would not recommend ordering from this company. I ordered a pair of glasses with transition lens. The tint began flaking off in spots on the lens. But I did have them several months, and was going to order new pair when I got a new script. Order another pair with them and the tint started coming off within 2 weeks. They did not replace them. I will definitely find another trust worthy company to do my business with.
Jessica B.
Ordered two pair same script. Both glasses were way different prescription they put in. So I sent back and did an exchange. Went back and fourth with emails. Received the new glasses and same thing both pairs still off and cannot use them. Don’t waste your money.
Reply from Payne Glasses LLCJun 25, 2024
It looks like we're still working on troubleshooting this with you. Just reply to the email we sent and we'll keep going to try and figure this out.
