Warby Parker

I received my my everyday glasses on the 5th of March (exactly 10 days.) No sign of the sunglasses. I try them on and realize there was something wrong with the left lens. Called customer service, and was told the salesperson wrote down the wrong prescription for the left lens (both lenses had the same prescription.) I then tell her to please cancel the order and refund my money so that I can get a pair of glasses from another company that day. She informed me she couldn't refund the money until they received the returned glasses. Then she says (here it comes again), "We can expedite the shipping so you will have them in 5 days." I said "Can you promise that?" She said, "Yes I can. You will have the new pair in 5 days."

So now I'm thinking that's going to be faster than returning them and waiting for the refund, so I again agreed. Little did I know, I just agreed to be another Warby Parker fool again. So where are we at? 11 days one pair of useless glasses and one missing pair of sunglasses. Oh, and the sunglasses arrived on the 7th, (13 days.) It can't get worse right? Just keep reading... It's now March 11th, 5 days, no glasses. March 12th, nothing. March 13th, message from Warby Parker: "CONGRATULATIONS! Your order (my everyday glasses) have just shipped," and I should be receiving my corrected pair of glasses in 1 to 2 days. (Not a word about my sunglasses). So let's see, that's 9 more days. So day 19, I should be receiving my eyeglasses only. No sunglasses. You can probably figure out my mindset at this point. I'm ready to let someone know how frustrated I am.

I calm down and make the call. "Hello, where are my damn glasses?" "They're on their way sir." "What is taking so long?" "Your glasses must have had a difficult prescription to cut." Did the customer service rep know that my prescription was difficult? "No sir." She couldn't possibly have known that. (Of course I knew that.) Then how could she possibly promise my glasses would arrive in 5 days? (Silence) "Where are my sunglasses?" "It appears they are still in the lab waiting to be cut." (I'm calculating in my head when they would arrive if they cut them today.) "So you are telling me that I won't get my sunglasses until March 23rd? One month after the original order? That's unacceptable! You better make this right!" "There is nothing I can do sir." "I want to talk to your supervisor!" She says nothing, and puts me on hold.

5 minutes later she tells me her supervisor will take 150.00 off of my bill. "No, you have to do way better than that!" "That's all he can do sir." "Get him on the phone! He's going to better than that!" She again says nothing and puts me on hold. 5 minutes later she informs me that he agreed to take 250.00 off of my bill. "I thought you said 150.00 was all he could do?" "Well, once I explained to him that your sunglasses were still in the lab, he agreed to the 250.00 refund." "That is not good enough. GET HIM ON THE DAMN PHONE!"

10 minutes later he finally gets on the phone. "Sir, that's the best I can do." "Well that's not good enough. This is what we are gonna do, you are going to call the lab and have them cut my lenses TODAY! Then you're going to tell them to overnight my sunglasses so that I receive them tomorrow! And you can keep your damn 250.00 refund!" "Sorry sir but I'm not able to do that." "Sure you can, just do it. You'll score points with your manager, you'll spend about 50.00 on shipping instead of the 250.00 refund. You're saving the company 200.00. You might even get a certificate of achievement out of all this." "Sorry sir, I can't do that."

"THEN STOP LYING TO YOUR CUSTOMERS ABOUT THE 5 DAY EXPEDITED SHIPPING! CAN YOU DO THAT?" "Is there anything else I can do for you sir?" WHOOSH (That's the sound of my cell phone flying across my front yard). UPDATE: Literally 5 minutes ago, my sunglasses just arrived. It's 2:00 pm March 21st. 27 days from the original order. What have I learned? Warby Parker will say (not do) anything to keep a sale. Don't be a fool like me.

This company stands behind their products. They work hard, as in the at-home-trial, to ensure customer satisfaction. They provide the gift of sight to developing counties. Complainers complain... My glasses arrived quickly, I feel secure w/ their anti-scratch warranty. Anyone who expects more for $95 is insane. I strongly recommend this company!

More time went by. The second order never arrived. This time, the tracking record did reflect delivery. But again, I had received nothing. I received the exact same email with the exact same wording and the exact same promises. I called again to inquire about this order. She literally, word for word, repeated the EXACT SAME THING as her colleague before her. She claimed they arrived the day prior, while I had actually received nothing. She claimed that the postal service sometimes Mark's tones delivered even when they have not been. Same promises. Same claim. Same lies. DO NOT ORDER FROM THIS COMPANY. 100% SCAM.

At the price point, I would imagine more WB customers have this issue. They agreed to make an exception and send me a new pair. A week go by and I hear nothing, get nothing new. I reach out and they hadn't placed my new order. I'm beginning to get headaches since the lens is now extremely scratched. They assured me they'd work on my request. Weeks go by with no update. Finally reached back out and get a flimsy excuse about the lab being delayed. Still no glasses. No real apologies or acknowledgment that this serious and causing me headaches. I will never buy from this company again. They are cheap for a reason. You get what you pay for.

Ironically enough, the Hardy frames were not hardy. First, they were ridiculously uneven, a local shop was able to fix it with ease. Although, within 2 months they started stretching and twisting. I don’t know what it was, and why they became so loose. I decided to deal with them for a while. Soon enough, one of the ends of the glasses cracked. They are sitting next to me right now, with the end about to snap right off. I know that these glasses were cheap, and that low prices don’t always mean great quality, but this experience was disappointing. I will not be using this service again, and discouraging everyone that I know to buy from this company.

The only problem I had during this order was with the USPS taking an extra week to deliver. This, however, is NOT an issue with WP. Some of the other reviews are taking issue with what I feel is more of a USPS problem. Once it leaves WP's hands, it's all on USPS to get it there. I would gladly pay a little extra in shipping (which is normally FREE, a very nice perk) to get my order via a more reliable carrier. Hoping they add that option in future.

Now to the prescription. The good: I have a very challenging, expensive prescription. Cylinder of 8, which many labs cannot even do, along with being progressive, spherical correction of 4 at distance and plus 2.5 for the reading portion, and prism. They did it perfectly -- on the second pair. There had to be a second pair because after getting the first pair I went back to the eye doc and complained I still had double vision. There was no prism correction specified in her original prescription for me. She added some. WP made me a second pair for free (these glasses are $375 each from WP and more like $700 elsewhere)! Then I went to a different eye doc for a second opinion, bringing both pairs.

She found that the first pair had been made wrong: It actually had prism in one lens and it was prism going in the wrong direction, thereby making my double vision tendency worse. She said the second pair was made perfectly and she also agreed with the second prescription that added prism. The new glasses give me the best vision of any I have had in decades, thanks to the addition of prism (going in the right direction). So, to sum up -- Bad experience on the fitting. Bad experience on one out of two on the accuracy of the lens-making. Great experience on the price. Fabulous experience on them being willing to make a second pair for free when my prescription changed (and before I knew the first pair was made wrong).

Oddly, it was probably their error in making the first pair that motivated me to finally insist on a solution to my double-vision problem. The first pair made the problem worse, sending me to the internet to research double vision. I have had this problem for years, and complained of it to my eye docs, and they did not fix it. Armed with my new knowledge from internet research, I marched into the doctor and just flatly said: "Please check whether adding prism correction to my prescription would help me keep the images merged from the right and left eye." She was very surprised, but she did check, and she did find I needed prism. (She did not find the error in the first pair of WP glasses. That was the second doc that did.)

All's well that ends well. I don't feel great about having to exploit the generosity of other opticians to get the eyeglasses adjusted after they arrive, but the dollar savings for me is pretty irresistible. After you get them, do take the glasses to your eye doc to verify the lenses were ground correctly, and ask them to not just check the sphere and cylinder, but also whether there is any prism that should not be there. That advice applies equally to any other place you have glasses made.

WP should be allowed to cancel orders if the customer calls to cancel it at least 30 min after placing the order. I called 10 MINUTES after. I talked to a woman named Cicely and she emailed me the pre-paid return slip before I even got my package which was really helpful. Once I received my order I had my pre-paid return slip ready to go and the moment the mailman handed me the package I attached the return slip on the box and handed it right back to him. I would have given this company one star but because of Cicely I'm giving it three because she was very helpful and reassuring than the other representatives I spoke with.

When I saw WP recommended in a blog post I couldn't resist checking out the price and at-home try-on deal, even though I saw some not-so-promising reviews. So at first, I was skeptical of WP. And, I mean, $95 per frame and Rx lenses? Okay, sure. Wait till I have to add all the bells and whistles, I thought. Nope! I was completely wrong. $125 for my glasses, frames, and high index lenses (to make them thinner). They don't even tack shipping on.

Plus they sent me my 5 trial pairs (completely FREE with NO COMMITMENT), out of which I found a really cute pair. My old glasses are comfy for about 12 hours before the bruising starts to be unbearable on the bridge of my nose. Seriously -- real bruises. By having a 5 day trial I was able to wear my chosen frames around a bit with my contacts to see how much they slid around, bruised, pinched, whatever. They never did at all!

Rather than standing in the fluorescent lights of your eye doc's office trying on pairs with strangers all around, you get a test-drive for these. You can ask friends, family, try them indoors and out. It's pretty awesome actually. Then at day 5, slap some tape on the box with the provided return slip and drop it in the mail. That easy! I had a few minor hiccups ordering, like getting my pupillary distance measurements correctly, but WP has a simple page on their website to walk you through it. And if you still have questions, they have people ready to chat within about 30 seconds online. They were very polite and helpful every step of the way.

Once it was all set, Rx sent, choices narrowed down, etc, they ship them out FAST. Plus you get a basic glasses case, a cleaning cloth and they say for every pair sold they give a pair to someone in need. Seriously?!? How cool is that?!? My husband went thru the same process. Easy as can be. Now he has a really sharp pair in his Rx. (I'm actually a bit jealous cause they suit him SO well. ;-p) He is a big guy and the distance from his temples to ears is longer than average, so we were able to find a pair that sat nice and level and fit him WAY better than his old pair. Start to finish, his whole experience went as easy and stress-free as mine.

On top of that, it cost us significantly LESS $ to buy us BOTH new Rx glasses than it usually cost for a single pair. Even if the glasses don't hold up quite as well, or we didn't get the fancy extras, I honestly think it's worth it. For the price difference, if they give me a few good years of use, they are absolutely worth it. If I HAD to find something I didn't 100% love about my experience with WP, it's this: The try-on pair was a bit lighter colored tortoiseshell of my new frames. Probably just a fluke and not worth bothering to press for a new pair. But with the "30 day hassle free returns" and the great customer service we got, I think I would have no problem if I wanted to change them. Truthfully, I like this color too, so it's all good.

The lenses do that weird optical illusion thing when you are at an angle, making your face look cut off. So they will likely look awful in pictures. Usually I wear contacts anyway for photos, and I forgot to even mention that fancy add-on option that my old glasses have. C'est la vie. It isn't anything I'm worried about. But if you are, you might want to ask in advance. Finally, if they made you enter your PD at checkout, it would have saved us a few days, but in the end, it was just fine. Easily as fast as my optometrist's office (if not faster, all the way to MI!) and they were polite, patient and helpful every step. In the end, my hubby and I both got sharp, comfortable eyeglasses for a great price and with little hassle. We have already shared the website with a few other people and will continue. Who thought buying new glasses could actually be fun?!? Thanks Warby Parker!

After that call I was emailed a survey, so I know they have my correct email address now. Although she was helpful, I did not complete survey. I want results not just a friendly chat. I followed her instructions to upload photos of my prescriptions with the order # which she gave me, & a specific request for confirmation, and waited. And waited. Never received an email or a call to follow up. Pathetic! I've given up. 2 stars for nice looking frames & that they never charged my credit card (though I'm keeping an eye on it). Everything else is a disaster, not to mention they don't even take insurance! Don't bother!

I went into a store to ask about it and was told that the frames only have a 30 day warranty. I chatted to a customer service rep online who told me that the store should have provided me more options, and that she would flag this oversight to a supervisor (meanwhile, she did not bother to offer me more options herself). Overall, with prices twice what the quality is apparently worth, and customer service who doesn't seem to care, this is not a company worth spending your money on.

Let's review, just for the record: Earlier this year, I ordered sunglasses. I paid my order, uploaded a prescription, and was billed. Then, I needed to update my prescription info. Then, all over email, I'm getting sold into an additional $130 for high index lenses, instead of making that suggestion at my point of purchase. Then, a debacle about my shipping address, getting the address fixed, and glasses sent to me. I made a really bad assumption when this process was completed, which is that Warby Parker had updated my shipping address internally so if I were to order again, the address would be correct and I wouldn't have to think about it again.

The glasses are great, by the way, but the "seamless order online" glasses experience is kinda disrupted by this process. So, not a great experience, but it's still cheaper than LensCrafters, right? Especially for high index lenses, and especially when you're not a snob about Ray-Bans. With my prescription, payment info, and shipping address all already saved from my last order, I think I ordered my new glasses in 15 minutes altogether. That's awesome. That beats an hour of getting sold on blue light filter oleophobic high-tech ultraUV elite deluxe plus lenses that aren't covered by your insurance any day.

But alas, my address wasn't updated. And I totally get that, as a CS team, your team reaction is probably: Why can't this jerk just put his address in correctly? I made an assumption, which is that WP would update my address after the last shipping issue. That wasn't the case, and I should have double-checked with my new order instead of breezing through the order process without thinking. I get it.

Last Friday, I get an email that my address might be wrong and we'll get it fixed up ASAP. I do, I reply with a more sensible address in just 3 minutes. WP tells me it's updated and they usually get info back from UPS within 24 hours. By Tuesday, I haven't heard back from WP at all and I'm following up because UPS shows that nothing has changed on my order at all.

On Wednesday, I'm following up again and still have seen no update. At this point, 4 days have passed and I feel like I'm responsible for chasing down my glasses. Sarah tells me that they're setting up an "expedited reshipment" and then I get this email that says my glasses are being completely remade with no expedited shipping on the order, and I'm chasing down an email that explains what's actually going on, if glasses are being sent at all, if my original pair might just show up, etc. Not only that, but you'll send me a "prepaid return shipping label" if 2 packages end up at my house for some reason?

How could that even happen if we think my package was re-routed, that it somehow ends up at my house, and then I'm on to request a return prepaid label? And then to say "I refunded the $30 for expedited shipping on your original order as an apology for the delay" - which was sent by Sarah before it was explained to me that my new order would have it added complimentary... At some point, you're starting to think this just wasn't worth the hassle at all.

Let me be totally clear: I get it. I'm the idiot that put a semi-funky address into my first order, and then I'm the fool that thought that WP might have updated my address internally. But I also want to be totally clear: I never complain about customer service. Chewy.com lost my cat tree for like 3 months and I just kinda shrugged. My boyfriend gets mad when Target won't accept a return, and I just walk to the car because I'm usually down to just write things off as my own mistake. But this is kinda ridiculous. I could have gone to LensCrafters and ordered, picked up, wore, and returned 4 pairs of glasses at this point, and exchanged 10 fewer emails about the order in the process.

There has to be a better way of communicating with customers, updating orders, and addressing shipping issues. They're gonna happen! It's a part of ecommerce to get a wrong street, a missing apartment number, and just generally have issues. Meanwhile, my boyfriend's glasses just come in the mail and there's nothing else to say about it. He's had a great experience, so maybe it's just a "me" problem. Either way, hope you guys find a better way to handle customer issue tracking and that some of this feedback has been helpful.