ComplaintsforPepper Performance Eyeware

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased their sunglasses in April 2022. About 8-10 months ago I noticed a film or cloud around the outside edges of the lenses. It grew - and continues to grow - quickly. See the image attached. Supposedly they have a "lifetime warranty". I've tried to reach them several times (twice by using their online contact form) but I can't get any response. All I asked for is their policy and if my case still applied or are covered under the 'lifetime warranty'. If I'm not eligible, so be it. If I am, I simply want replacement lenses. They have yet to contact me. It's only $50 (ish) but it's the principle of it. A company should not be allowed to promote 'lifetime warranty' if they aren't going to stand by it. NOTE: I don't want or need anything other than a) replacement lenses or b) an explanation why they aren't covered. I DO want to make the buying public aware that if they do purchase Peppers sunglasses, they are doing so at their own risk of either no customer service or engaging in questionable practices by not honoring what they promote as a selling point.

• Initial Complaint

  05/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of sunglasses and got the "essential eyewear bundle" for free. When I ordered, it said on on their website that shipping was free on all U.S. orders, but I was charged $7.99 for shipping! I contacted them via email with the following message "Good morning, Thank you for your response and for providing clarification on the shipping charges. However, I still feel that the free shipping on every order statement was misleading at best, and a cash grab at worst, as the glasses and eyewear bundle came in one package so a shipping charge should not have been incurred. I assumed you would make good on refunding the shipping charge to my credit card after I politely asked you to in my email, but apparently was wrong after reading your response. I will be contacting the Better Business Bureau to file a complaint about this charge. Thank you for your time, ******* *****" and they responding saying "Hi there ****** I'm so sorry for the delay, unfortunately when you add the item "Essential Eyeware Bundle" we are unable to remove the shipping cost on that specific item. The item is free, however we have to charge shipping, which is listed in the item description (I dropped a screenshot below for your quick reference)." I have attached a screenshot of the site with a banner on the top of the home page stating free shipping on all US orders. I took this screenshot of it just in case they did not refund the shipping charge like they are not. The banner has since been removed.

  Business response

  05/24/2023

  To whom it may concern, 

  Our Essential Eyeware Bundle, as stated in the email to Ms. *****, is a $0 charge item that requires shipping to be paid for it. I have attached a copy of the item description for the Bundle, which clearly states that when purchasing the item customers will get it for free, with them only having to pay shipping. We have free shipping for everything on our website with the exception of this item. She got free shipping for the glasses part of her order (shipping for the glasses would have cost an additional from $4-6). 

  Customer response

  05/24/2023

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ******* *****

*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. ↩