Warby ParkerReviews of warbyparker.com

In July 2022 I was thrilled to purchase a pair of Warby Parker eyeglasses for considerably less than I have had to pay in the past. I need progressive lenses plus eyeglasses that automatically turn into sunglasses. The first problem I had with the eyeglasses was that they were not fitted correctly, i.e. they continually slip down my nose. I went back a number of times to have them tightened but the problem was/is that the nose part is too big for my nose and they should never have sold me the glasses. Nonetheless, I decided to live with them. However, approximately ten months later, I noticed that the lower part of both lenses is... like clouded. The glass is permanently damaged. I wrote to Warby Parker and never received an answer, So in July 2023 I went into the store in downtown Milwaukee and asked to speak to a manager. I showed her my glasses and she quickly saw the problem but told me it was too late to do anything and she didn't know if I used acid or something which had damaged the glass on the eyeglasses. I'm 68 years old, a retired high school teacher and have never even seen acid in my life!!! Her next explanation was that I was allowing the glasses to fall down my nose, thereby causing sweat to ruin the glass. I can't afford to purchase new glasses every year on a fixed income. Warby Parker should stand behind what they sell.

I went into the store predisposed to liking Warby Parker. I was very disappointed in the service and exam. The exam cost $110 while a comparable exam at See was only $79 and $69 at Walmart. The optometrist tried to sell me more expensive bifocal/transition lens even though I told her I did not want them. I do not believe the prescription was right as I could see better with my glasses from 2014 with a prescription by an ophthalmologist. The glasses also were very uncomfortable--the staff person was very nice and tried to find a comfortable frame but we could not identify one.

I ordered two pairs of eyeglasses, one photochromic. That same day I called to add blue light blocking. I was not informed that photochromic lenses cannot have blue light blocking. My eyeglasses arrived and the one I specified was not photochromic. I called the store and 888 number and was informed there would be an up charge of $50. Why? It was store error in not providing me with correct information. It’s the principle - No taking responsibility for a sales associate who failed to inform me and cancelled my photochromic lens order without informing me. So now what?

This is rediculous, I ordered 2 pairs, one for myself and one for my wife. My pair was initially delivered without measure the ocular centre height, and the Irvine Spectrum lady kept tell me it was the problem of my eye. I just happened to checkout the Fashion Island store where they found the problem and put in a remake. The remake is taking more than 2 weeks and not even shipped. Its more than 2 months now in total time and I still have not gotten my glasses. My wife is even more frustrated with hers. She is getting the 3rd remake. 1st remake the ocular centre height was measure way too low, by the Irvine Spectrum lady. Then the 2nd remake came in without the photochromic lens we paid for. I have yet to check the 3rd remake because my pair is not arrived at Fashion Island Store. This is extremely frustrated and unprofessional.

Don't care about losing customers I placed an order for 5 at-home try-ons in early June. A few weeks went by and they never came. I contacted CS and they apologized and sent out a new box. That one came eventually and I liked two of the pairs. When I went to order the glasses, I couldn't get to the checkout window, which I found odd. I tried multiple times in different browsers (and cleared my cache/cookies) and nothing worked. They didn't seem too concerned about it, saying to just call and place the order over the phone. This I didn't want to do, I just wanted to be able to order online. Eventually somehow it worked, but then I couldn't upload my prescription. It wouldn't accept the .jpg and I kept getting errors. I contacted CS (again) and they said to just email them the prescription. Finally I was able to place the order after multiple emails back and forth with customer service. However, when the glasses arrived both didn't fit properly. I let them know and was told I ordered a different bridge fit than normal (fine, my bad, but they didn't fit weird with the at-home pair I tried) but instead of "let's see if we can get you a better-fitting pair" I was told to take them to an eye doctor and get them adjusted. This annoyed me because I had paid over $250 for 2 frames that didn't fit properly and was basically told to take time out of my day to take the glasses in to get them adjusted by someone else. I let them know I thought that their solution wasn't right and that they should send me two better-fitting frames as well as a pre-paid shipping label so I could send the old ones back. They basically said "OK!" and did just that. (I thought it was odd that I had to tell them how to take better care of a customer, but whatever.) The new frames come and they fit even worse than the old ones. This is even after going back and forth with a CS rep (again) about how this had actually happened to me years ago and I got a better-fitting pair mailed out and the problem was fixed. Unfortunately, I was basically told in so little words "oh well" about the four pairs of glasses that didn't fit. Excessive positivity and advice like "here's what to do next!" from CS reps did nothing to solve the *actual* problem which was an overall terrible customer (and user) experience. Hiccups throughout the end-to-end process shouldn't happen, should be taken seriously, and if they DO happen, the least a company like Warby Parker could do would be to offer a discount so the customer could feel like their problem was taken seriously. I'm done.

Warby Parker has quite possibly the worst customer service I have experienced. I placed an order and received their order confirmation email that says estimated delivery of 7-10 business days with a link to track my order that said the below: "YOUR ORDER IS Working on it We're hard at work making your order specifically for you! Check back for updates on your order." I keep checking back and check the my orders page on their site with no updates. I wait 10 business days and then chat in to see what is going on and it turns out the payment was declined. No mention of this on the track my order page or the my account order page which both still said it was in process. I chat in to customer service to see if they can help me get my glasses faster since I had been waiting 10 business days already and NONE of their order tracking links mentioned any issue. They had sent 2 emails which had gone to spam since I wasn't looking out for them. These types of things happen its not a big deal and just wanted them to help me get my glasses faster since I'd already been waiting 10 business days and none of their systems work in terms of showing there is an issue. The solution the rep comes up with is that I would have to pay an additional $25 to cut the time down to 4-6 business days. No additional help or anything offered. It is incredibly frustrating because I did follow exactly what their order confirmation said to do (track my order using their page and wait 10 business days) and then they tell me there's this issue that I had no idea about and offer absolutely no assistance to rectify it. The agent was atrocious and offered no assistance and when I asked to be transferred to a manager sat waiting for 15 minutes before they disconnected me. Awful customer service.

Warby Parker has to be the worst business to conduct business with. They will string you around sending you these friendly emails, but they’re just masking this for the side of customer service because there’s no customer service at all. Warby Parker informed us that there was no guarantee of delivery or refund, or cancellation by email from Warby Parker. All you receive is emails stating “Oh, this is not like us.” “I can’t believe this is happening. Oh, please forgive us, but if you need anything, you reach out to us, and will take care of you.” Nope, that is not how it works with Warby Parker. I pray that I can get out from under this company as quickly as possible and that this will not be dragged out like it seems it will be.

Customer service is pitiful. Website not as good as major nameless competitor. Depending on who you talk to they cannot find your info without last 4 digits of credit card number even if your last name only has 8 people in the U.S. with it. Altho one gal could find acct that way. I sent back 5 frames and said I needed to try wide for the one frame I loved. They said they could not just send one and said I had to go back online and pick 5...absurd.!! I sent 4 frames back to WP. I took the frame that I loved to Costco for lenses as I needed them before i left on a trip and WP could not get them to me in time. Costco lab sent them back to store. They will not work with "cold frames". I have asked WP numerous times for an address to return the last pair. Gotten the run around. Their csr people do not listen nor read emails!!