Warby ParkerReviews of warbyparker.com

The store I visited in Long Beach has been high stress and low production for me. The staff is drifty and wanders around the store, with no clear system for helping folks who come in. There is a great deal of pretense (thanks for the ART books while I sit for 30 minutes on a hard bench, waiting for service) and little production. I saw a form on their "REFERENCE DESK," which holds not dictionaries but some staff member who may be able to fit you in. Each shop is given a production number -- theirs was over $7,000 -- to hit for the day, by hook or crook. I felt like a slightly mobile dollar sign. No one there seems to have the entire picture. I signed up for a consult on contact lenses, completed the obligatory form, also indicating a need for lenses, and the optometrist started by asking me why I was there. I was given a price of $40-$50, then charged $75 because sometime in the future, they would give me a "fitting." The experience made me want to stab myself in the eye so I would not have to come back.

Miserable customer service. My glasses broke after two months, and the only way to repair them is to take a four-hour round-trip road trip. There is no way to leave a review actually on the site for anything, despite them quoting/listing multiple "customer reviews", so I am leaving it here. I will never do business with Warby Parker again.

I guess they used to have an advantage when most shops were charging $800 for a pair of glasses. That's not the case any longer and so customer experience needs to excel--but that's where they fail. I checked my benefits on their web site before I made an appointment. It says "Nice! You can save up to $100!" This message actually means "we don't take your insurance." It's deliberately misleading and whoever signed off on this should be fired. I drove all the way to my appointment only to find out my insurance isn't taken. The rep said the message is there "to be positive." How does that help me to not know that they don't take my insurance? It doesn't. I'm guessing the thinking is "be positive" and don't let on that people aren't covered and by the time their appointment comes and they are in the store they will go through with their appointment. I did not. I walked out and I will never do business with them again.

A family member liked the doctor at the appointment I was helping out with. Everything else is an F, start to finish. The people at the hotline are terrible and unprofessional. The hotline staff set up the wrong appointment so my relative was not booked and the person’s information was all wrong. I had to call back for a second person to get it done correctly. At the actual store, the staff there were so unaware of everything and then started getting all the contact info wrong. When we came back another date, the staff had deleted the phone number on file. They have so many problems getting patient information in one place. The Despicable Me Minions run this place. I told my family member to stop returning here after this visit. We had some further problems with some things I will not get into from the local staff. When I tried contacting the national number about it, my third time with them was terrible. I hung up because the woman sounded irrational and angry. She spoke like a Jerry Springer guest. The glasses are not ready after an eternity since the original eye exam. How many more weeks do we have to wait? Everything is impersonal and too rude for me to recommend this chain. The local store is filled with staff who do not want to work. You beg them to do simple things other optometry clinics do without you asking. Hotline staff members working from home(?) all with background noise get mad when you ask simple questions. Why is anyone there? Bring on the AI, maybe the staff will be more human and compassionate to senior citizens.

I guess you get what you pay for. Glasses are made of polycarbonates and scratch VERY easily! Within 6 months, they might replace the lenses, but after that, you're out of luck. Very disappointed in their warranty. I won't be purchasing from WP any more.

I used to like Warby Parker however their system is horrible. You can not get hold of anyone at the store due to their centralized system and their staff who operate this system do not understand requests. They do not respond to your questions properly because they do not read them.They scan them and respond to what they think they meant. I have contacted them numerous times and it is a joke. Very disappointed with their service and wasting so much time. They do not care about the customers. I will not be shopping here or having an eye exam at Warby Parker anymore. I want to be able to pick up the phone and get the service I require not wait for some minimum wage person to relay a message they don't understand. It is a joke and a waste of my time. Never again.

I've ordered 10 plus pairs of glasses from Warbyparker.com (usually 2 pairs at a time). Once my order came and they instantly made me go cross-eyed, so i knew something was wrong. They replaced them asap and the next ones were perfect as usual. Another order disappeared in transit (probably delivered to the wrong house) so i can't blame warby for that. Once again they took care of it amd I had my order in another week or so. Every other time I've ordered has been flawless. I'll continue to buy more from them in the future. My only complaint is the last 2 orders were both significantly delayed. 1st order I went with standard shipping since the time frame for delivery was supposed to be well before an upcoming vacation. They arrived the day of my trip which was stressful... but i got them at least. This time I ordered 2 new pairs for yet another vacation and even paid the extra for shipping to have them expedited in time. Welp, I'm leaving tomorrow and they aren't here. I forget what the extra shipping cost, but that was money down the drain. I'm actually more worried that they will be sitting outside for 2 weeks while I'm away since nobody will be home to bring the package in. I love warby parker but they arent good at fulfilling their promised deadlines

I want to be very clear: the star I deducted is NOT for the quality of the eye exam, customer service, or craftsmanship. It's for the shipping experience, which it looks like quite a few customers before me have already commented on. I am writing this review to echo their experiences and share what I've learned about OnTrac, the shipping partner used by Warby Parker. I also want to acknowledge that shipping concerns don't ordinarily factor into a product review because the customer's experience is out of their control once the product has been given over to the handler; however, given that they are shipping a prescription, I do think it's WP's professional responsibility to partner with a carrier who can meet promise dates and honor expedited delivery times. So I paid the extra $25 to ship in 4-6 days. The regular shipping speed is 7-10 days, but I was worried that my busted frames (held together by super glue) wouldn't last that long. The glasses were completed in 3 days, and the tracking page showed delivery estimated for the very next day. After that, they were delayed by the carrier for a total of 5 days: 2 days at the origin facility, followed by 3 days at the local facility. During this time, I had a similar experience to that described by other customers. The tracking status said "Delayed" with no explanation, and the delivery estimate was constantly in flux. Each day that they weren't delivered, the estimate would be updated to the very next day, even though the tracking details weren't showing any movement. The only reason I knew they had reached the local facility was that the "Delayed" status was being pinged by Fremont instead of Henderson. By the fifth day, they had stopped giving me any updates and it was showing delivery in the past. This was now day eight since I had placed the order. WP customer service was actually very helpful. I knew they weren't likely to have any secret intel about where my package was, so I curbed my expectations accordingly. They did offer me a refund on the expedite fee, and they answered my other main question: Was this a known problem with the carrier, or was there a chance my glasses were lost and would need to be reordered? It turns out a lot of other customers were reporting similar delays, so that reassured me that I would receive my glasses.... eventually. I know customer service can vary depending on who is helping you, and it sounds like not everyone was offered the refund. I would say just try again until you get results. I did some quick research, and it turns out this is a systemic issue with the carrier because they do not employ enough truck drivers to keep up with their delivery load. Forget WP reviews; just Google other people's experiences with OnTrac and you'll see the same complaints over and over. Through an extremely difficult process, I was able to get through their automated chatbot and talk to a live agent. I explained the urgent nature of the package, the fact that I had paid for expedited shipping, and the fact that WP had already been forced to refund the shipping fee because of how bad the delays were. Voila! Like magic, my package was out for delivery, and I received my glasses later that day. Basically, the package was just sitting at the local warehouse for three days and the only reason it wasn't on a delivery truck was that their backlog was so huge, they just hadn’t gotten around to it. I have no idea how long it would have taken if I had not complained. In summation, I don't think WP deserves to lose more than one star because of their shipping partner's misdeeds, but I also can't in good conscience give a five-star review when WP knows this is an ongoing issue. I would encourage anyone with this experience to leave a review so they are aware of how much their customers are affected and might consider making a change.