Warby Parker Reviews

When I received them the lenses were loose so I went all the way downtown to take them in and was told that the lenses used didn’t fit the frame properly and that ‘sometimes this happens.’ I hardly got an apology but the person who helped me took my glasses and said he would order me a new pair. To my disappointment, when the second pair came it was the same issue, the lenses are not snug in the frame and the glasses seem rickety. I called to initiate the return this afternoon and the representative was helpful with this but did not offer anything for my lost time or effort. Both in person and over the phone, the people I spoke to didn’t seem to care very much and it’s really disappointing to have received such poor quality glasses twice. I previously recommended Warby Parker to family and friends but will no longer be doing so, and will look somewhere else for my new glasses once I return this pair.

Original Review: I received my glasses from Warby Parker in June 2023, together with clip-on sunglasses. About the clip-ons: from my brief experience, they’re apparently cheaply made. They were $65, but worthless at any price. I used the case, attached the clip-ons to the frames as instructed and routinely treated them gently. Despite such precautions, they weren’t up to normal use. Specifically, the clip-ons’ outer metal frame broke for no apparent reason.

Yesterday, I brought them back to the store where I bought them. The staff stated that their return policy is 30 days so there was nothing they would do for me. I tell you, when something breaks within such a brief period of routine use, it’s cheap! Based on my experience, their clip-ons are poorly made. Stay away from them. As if that wasn’t bad enough, their in-store representative suggested - without any basis - this was my fault, which was insulting. That turned what had been a positive overall impression of Warby Parker into a bad one.

To start, I went into the store and was told that they do not carry the brand of lenses that was prescribed for me. I went online and found them on the WB website, and basically completed the order. Before doing so, I went back to the store to confirm that WB did indeed carry the lenses, which the manager did, and I placed my order. At that time, I made it very clear that I needed the lenses ASAP. The manager told me that it is not necessary to pay the extra $25 dollars to expedite the order, that they typically come within the week.

3 days went by with no updated information on my WB account. Finally on day 4, I got an email informing that the order had shipped. Less than 2 HOURS later, I got another email that stated that the lenses are out of stock, on back order, and will maybe, perhaps, nobody knows for sure, will maybe back in stock by 9/4/23.

I immediately went back to the store and spoke with the manager, explaining the emails and again emphasizing that I need the lenses ASAP. The manager apologized profusely, but could do absolutely nothing to resolve the situation. The managers and other employees have absolutely no authority or capability of even following up with someone at WB who might be able to explain the contradictory emails, confirm whether the lenses had indeed shipped. The manager could only call the very same WB general customer service number that I had access to.

This is how WB does business - there is an abyss of accountability between the stores and the actual functioning business. Nobody at the store can help or even explain what the problem is. Instead, they read back to you the information on your WB account that contains says nothing that is helpful, just a cheery little unhelpful "We're working on your order!"

My inquiry as to why it took 3 days to inform me the lenses are out of stock, which other businesses will tell you immediately, and on back order was met with complete inability of the manager to even address the question. The manager said the only thing they could do was to cancel the order and refund the money. I agreed, because, as I explained, I need the lenses ASAP and will have to go and order them elsewhere, which I would have done days ago if I had been told they were out of stock. The manager then cancelled the order, only to then tell me that it will take about 5 days for the refund to be posted to my FSA card, which is needed for the new order. The manager failed to tell me this, even though I had made it very clear that I needed the lenses right away and had explicitly asked about refunding the FSA card.

Hoping to get some answers, I then called the customer service phone number and spoke with supervisor Nurra, who proceeded to tell me that the order had shipped today, that the cancellation of the order just done by the store manager had not gone through! She then attempted to gaslight me by saying that she could not "see" the email I received this morning, telling me the lenses were on back order until nobody knows when. When questioned about why the store manager didn't tell me the order could not be cancelled when they attempted to do so, she continued with the gaslighting, saying that the store manager cannot "see" the emails that she can see. This was the most ridiculous, corporate nonsense I have ever heard!

When asked how I could contact someone directly in corporate, she told me that I could send an email to a general mailbox, and she would forward to the necessary person. Nurra continued to insist on this nonsense, assuring me the order has shipped, even though I have received not notification of the tracking number, which is sent when the order ships in order to track the delivery.

In an attempt to get some accurate, reasonable answers, I asked to speak to her supervisor and was called by Matthew, who continued to insist that everything is in order, even going so far as to say the WB is not responsible for the automatic emails sent to me out by Warby Parker, such as the one telling me the lenses are on back order, even though the email has the WB name and return email address on it!

This situation was getting more absurd and frustrating by the moment. When asked how long the supposed shipped order will take, he said that is up to USPS. He denied any responsibility for the order or getting it to me in a reasonable amount of time; denied any responsibility for making the situation right, and denied any responsibility for the erroneous information being smugly spouted by "corporate" customer service reps and WB emails. Warby Parker has created a structure that makes it impossible to get accountability when there is a problem. Beware when ordering from this company!

Original Review: Aug. 10, 2023

I bought a pair of glasses with transitional and progressive lenses and scratch resistant coating at a brick and mortar store. There was a guarantee against scratching for up to a year from purchase. I brought in an outside prescription. The service was great. They ground the lenses perfectly. Good assistance in selecting and sizing the frame. Prompt delivery.

Despite taking good care of the glasses, only cleaning with the WP micropore cloth and only occasionally using WP glass cleaner, about 10 months after purchase a lens scratched. When I took it back I was told that the warranty changed and was only six months. Since that time, despite good care, the lens became covered with small scratches that interfere with my vision. I see that other reviewers have had a similar experience. It seems that the lenses are not durable. I also feel that the original warranty should have been honored.

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.

Original: I had past good experiences with Warby Parker without issues but services have gone downhill terribly. I placed a recent order for two pair with a promise of 7 business days to be delivered. Each time was a different excuse. They then cancelled the order and had to resubmit with another 7 days of wait time. Poor practices. Would not recommend to my friends.