Warby Parker Reviews 223

I ordered a pair of sun glasses. They missed the promised ship by date. I called customer service and they could not explain the status of my order. I emailed Customer Service, but got a generic reply with no answers to my questions. I called customer service again, but they refused to cancel my order because they said my product had been shipped. But my product wasn’t shipped. So now I have to call American Express and charge back the cost of the glasses. This company is really screwed up. Stay away from them.

They allow you to order frames online even though they can't accurately collect the measurements they need to make glasses that work. Their quality control seems to have major issues, and some aspects of their customer support practices are questionable.

After ordering glasses on their website, I first received completely incorrect lenses (bifocal instead of single vision and a prescription that wasn't mine). I returned the glasses and requested a replacement with the correct lenses. When the replacement glasses arrived, the prescription still felt incorrect, so I took them into one of their stores.

An in-store employee measured my pupillary distance, and they got a significantly different number vs. what was collected from me online via a photo I submitted following their specifications. The in-store employee also measured for ocular center based on the frames I selected. No ocular center measurement was collected from me while I was ordering online. Based on these measurements, the employee ordered a second replacement pair for me.

When I received the second replacement pair, the prescription still felt incorrect, and the glasses were strangely adjusted out of the box so they sat very crooked on my face. Not wanting to go to the store again to repeat the same process, and, not trusting their quality control, I returned the glasses for a refund.

Their customer support was generally okay, but two bad practices stood out: 1. Nearly every time I interacted with their phone support or in-store employees, I was put on hold or made to wait after they had all needed info from me and they just had to complete tasks that didn't require my input. I'd wait for significant amounts of time only to be told, "OK, you're all set. Thanks." 2. They assumed I was at fault when I received totally incorrect lenses.

Not sure exactly what's going on but the customer service and quality control at Warby Parker has gone seriously downhill the last year or so. I've ordered prescription glasses from them for about 8 years and until a year ago everything was perfect. Now, not so much. I recently ordered 2 pairs and I received two pairs, but one pair wasn't what I ordered and the lens were blurry. Obviously meant for someone else. I've had other issues recently and it takes customer service a day or more to respond, and when they did to this situation it was obvious they didn't read my email accurately. Plus, they now ship USPS, which is a dice roll and takes longer. There are a slew of other internet options for glasses, so you would think they would be improving their customer service. But, no, it's gotten worse.

For the 2nd time , they failed to make delivery on time and have the same excuse as the first. They failed to let me know their quality inspection failed - if that really was the reason for another delayed shipment. Jaro could not have cared less and refused to move my order up in processing or let me chat with his supervisor. Better customer service can be found in a heap of crap

So after I had my glasses for 6 months, they randomly got a patch of glasses on the right side. I did sometimes use a soft clean cotton shirt to clean them, there’s no way the scratches could be from that. I stopped wiping with the shirt even though I thought the scratches were super random. They just appeared. I thought it was like the salty air the beach but then I Realized it couldn’t be that..and then three months later what’s catches up here and then some scratches appear on the left side. Recently, the acrylic broke randomly, the part that connects to the bridge. Right above the screw. Had to superglue it. Now will be trying to get new glasses in a few weeks. Have to research which brand is best.

GREAT CUSTOMER SERVICE ...EYE EXAM, EYE GLASSES & CONTACTS WERE PERFECTLY MADE FOR MY PRESCRIPTION

I had cataract surgery last July 2024. I filled my prescription with WARBY PARKER, La Centerra. i went back for several adjustments. i finally went to another optometrist who measured where my pupils should be on the Warby progressives. they were not level so i felt like my eyes were off balance. i developed vertigo. i brought them back a few weeks ago and they would NOT make some kind of refund. the optometrist also said that they used a low grade lens. the mgr. popped out the lens at Warby thinking she could make them straight. how could that happen if the lens are cut to fit the frame. i gave the glasses back to the mgr. she did nothing! i had to replace those progressives and have had no problems with my new glasses. no vertigo. PLEASE MAKE SOME KIND OF ADJUSTMENT? the mgr. also stated that i had to submit to Medicare for reimbursement. NOT TRUE. they did not reimburse me. it was cataract surgery but Warby is not a provider so it cost me $285.!!! i had my own frame. now i had to pay for another pair at a different optometrist. HELP!!

They can't get orders correct, clowns being ran by monkeys. Pathetic company.

I've worn Warby Parker glasses since 2021. No issues with the frames etc. However I recently took frames into local store to get new lenses. From 7/23 order date until expected delivery notification for Aug 9 is TOO long. Free shipping is nice but not 17 total days.

Two weeks after I visited the store, I never received the glasses. They are being held up in a Union City, New Jersey post office, who clearly lied when they said they delivered them but "couldn't fit it in the mailbox slot" (we live in a massive apartment complex with 24 hour concierge). I called WP customer service, who were terrible about this situation and offered no solutions. Why are they even using US postal service and not Fed Ex or UPS? I'm not about to chase them down, and since I called for two days in a row and was assured a "manager" would contact me back and never did, time to pull the plug. Too many other companies do what they do without all this headache!

customer service Representatives accents are so pronounced it's impossible to understand what they're saying extremely frustrating please hire Americans or somebody who can speak well enough to be understood.

I have over the years purchased at least 10 reading glasses and prescription sunglasses. I was attracted originally by the frame styles and pricing.

2 years ago my puppy ate 2 sets of glasses. Took the remains to WP and asked if they could help. I know my local store would have replaced them at cost. WB offered zip. No empathy, no relationship nothing.

Today I took a 2 year pair off sunglasses I had not worn stored in my bedroom drawer out and a coating on the lenses was coming off.

Went to the local WB who reminded me they have a 6 month warranty and basically said F off.

Between my wife and I my guess is at $200 per pair we are $4,000 clients.

We’re done, loved the story loved the product but I wish them nothing any longer than all good customers walk away like we are doing

I am not a customer as of yet but will agree with the negative reviews about customer service. The online set up is intrusive before servicing. They have you to click on links to get your contact information without any resolve. It all, ALL leads to "ShOP ONLINE" or a centralized customer service location that will not help unless they get your contact/personal information. I then trick the call center to have a store staff member to return my call in order to get simple general questions answered before I submitted any info or traveled to the location. I info I received was enough for me to know they could not help me with my prescription needs. But...... I had to go through all of that to protect my personal info just to get the companies general info.
They loose 3 stars because I had to do all of that.

I liked the store, the selection, and the staff. I do NOT like the customer service menu and answerers. I tried to call to ask for an itemized bill for insurance. I called the number listed for the office, but finally got the main office after shouting representative multible times. Finally I got a person who said he would email an itemized receipt. Got it. Still not itemized. Trying to figure out if it is worth it to try again. A brutal experience!

A friendly face delivering lies and delays.
The decision to use Warby Parker has been a poor one.

1. I was forced to drive 45 minutes to a retail store to get a proper measurement as the app was completely busted in this regard.

2. Delivery of first pair of glasses was delayed without notice or explanation. After hassling the text support, I was told my glasses had to be remade.

3. I finally received the glasses and the right lens was nearly falling out of the frame.

4. Drove 45 minutes to a retail store again where I was told they have to be remade again.

5. For some dumb reason, we decided to get sun glasses.

6. Now my sunglasses are in endless delay as well with no notification, and support won’t answer. The phone just disconnected repeatedly.

I’m over it!

I have really enjoyed my glasses and have had them for years. I just ordered contact lenses from them, and unlike other sites, like Lens.com, they do not charge hidden fees at checkout.

A 3 Ring Circus.. I ordered glasses and supplied my prescription. Warby emailed and asked for my pupillary distance number (PD). I replied and sent the PD from my optician by email. 1X
Warby emailed again and asked for my pupillary distance number (PD). I sent it by email - Second time..
Warby asked for my pupillary distance number (PD). I sent it by email - Third time..
Warby asked for my pupillary distance number (PD). I sent it by email for the 4th time, and in the email I also asked how much extra it would cost for progressives.
I FINALLY had to wait on hold on the phone to get them to acknowledge the PD and to answer my 'cost of progressives' question..
I got a total, and told the gal that I would be calling with a different credit card..
Then the emails began... 'Your card was declined.." Your card was declined.." Your card was declined..".. In other words, everything I told that gal about providing a different card number in a day or so, was never noted..
If their admin capabilities are this abysmal.. I wondered.. how are their glasses??
SO I looked online.. OMG.. And cancelled the order.. But just to be sure, I'm on the phone with my bank right now to BLOCK any attempts by Warby Parker to charge my card.. Just in case the final missive also gets ignored...

We selected five try on at home frames to be sent to us and in a matter of days it says the box was returned before it even arrived! Tracking it doesn’t even show it shipped anywhere and of course nobody from customer service has written back.
You know, in a way I’m glad we never got the chance to actually spend money, because after this experience and after reading these horrible reviews, I think I’ll just look elsewhere.

The e-commerce site is jank and they’re a bit shady around returns/cancellations/and address changes.

They make you do every change through a customer service agent. The agents have little authority and there are lots of communication/language barriers.

They sent me at-home try on which I didn’t request, and sent it to the wrong address. I tried to change cancel the order and they couldn’t do it. I’m getting charged for a at-home try that I didn’t order and that’s not being sent to my home. They basically said well too bad it’s too late to cancel.

I purchased an order just before this and they said I didn’t have a prescription even though I got my prescription in-store with them. I tried to download prescription from the warby site, to upload to warby site, and to buy glasses from them, and they couldn’t retrieve my prescription. The site is really poorly designed and for an online store it should be easier to make changes immediately after an order, just work on providing a better user experience for the online store. I don’t think I’ll buy from them again after this. Profit maximization got there priorities all messed up, and frankly the user experience is so tedious I’d rather just buy from Costco.

Customer service over the phone does try to help when they can, hence two stars instead of one. But going into the store versus what they end up doing online with your order is F*CKED. I had 3 different orders - two pairs of eyeglasses, with one clip attachment. I was supposed to be charged for one pair with one credit card, and the other pair and clip attachment was supposed to be charged on the other credit card - pretty straightforward. But what happened in reality is partial charges on each order between the two different credit cards.

There seems to be NO corroborating communication with what happens to your order after you leave the store. I love looking and trying on potential glasses in store, but this experience makes me not want to buy from them because how can I TRUST them to get my order right??

If they cleaned up their after-sale process, Warby Parker could actually be as good as they've marketed their brand to be. But, for now, as far as my most recent experience, it's semi-trash.