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About Warby Parker Reviews
Warby Parker designs and sells prescription eyewear and sunglasses. For every pair of glasses sold, Warby Parker donates a pair of eyeglasses to someone in need around the world. Customers can shop in a Warby Parker store or have the company mail them up to five frames to try on at home.
ConsumerAffairs has collected 209 reviews and 251 ratings.
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Reviewed Sept. 25, 2023
The overall experience with Warby Parker this time was very disappointing. I got my eyes checked in August and was really excited to order another pair of glasses as I had a great experience the first time I ordered glasses a few years ago. I don’t live in the city but made the trek downtown to one of the few locations to try some glasses on and ended up ordering a pair of Esme frames.
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.
Thank you for reaching out to us. We are incredibly sorry to hear about the issues you experienced with your glasses and the service our team provided. This is absolutely not the level of quality or service we aim to provide, and we will share this feedback with our team. Please send us a message with your email address so we can follow up and help from here!
Reviewed Sept. 18, 2023
I have been a Warby Parker customer since 2016, purchasing them in store literally coast to coast. The quality and customer service was unusually good for the price. Unfortunately my latest purchase is overwhelmingly disappointing to the point where I can no longer use the glasses, they are 10 months old. They are progressives and expensive, even for WP. A few weeks ago, I noted significant scratches in the lens, fast forward to today and they are covered in scratches. Note that no one else has been in the vicinity of these glasses and I only use them for daytime wear. I’m wondering if they left off the scratch coating when manufacturing? I noticed several others with similar complaints in the reviews…
Thank you for sharing this feedback with us, Joanne. We are so sorry about the issues you are having with your lenses, and we would love to help from here. Please send us a message with your email address so we can follow up!
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Reviewed Sept. 8, 2023
Updated on 10/03/2023: I previously wrote a negative review of Warby Parker clip-on sunglasses. WP stated that they want my email address to resolve this. I’ve provided it twice through the app, but they have not responded. Not getting through. HELP!
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.
We are so sorry to hear about your experience, James. Your clip-ons absolutely should not have broken, and we apologize our team did not setup a replacement for you. We would love to help from here — please send us a message with your email address so we can follow up!
Reviewed Aug. 30, 2023
Beware when ordering from this company! What a horrific experience, and I have been ordering contact lenses for decades! From beginning to end, ordering my lenses from Warby Parker was a complete fiasco! And this is not the exception - when I went into the store to try to resolve the issue, there was another woman at the counter trying to locate her contact lenses order that has gone completely AWOL - 1 1/2 weeks after ordering, she has received no information about the lenses, which she was basically guaranteed would arrive within the week. There was, in fact, a third person at the counter who had also had a terrible experience ordering glasses from WB.
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!
We are so sorry to hear about your experience ordering contacts. This is absolutely not the experience we aim to provide, and we sincerely apologize for the delay on your order. We would love to help from here. Please send us a message with your email address and we will follow up!
Reviewed Aug. 23, 2023
My experience with Warby Parker was pretty terrible. I needed new glasses for my wedding (which I won't get now, largely thanks to Warby Parker). I ordered it with plenty of time, but their terrible PD tool kept failing. I took my pictures according to their instructions 3 times, until finally they emailed me with the same exact instructions which were ineffective. They told me I could download the iPhone app. If I had an I IPhone maybe that's a avenue I would have chosen for my first or second try, but I guess common sense isn't a WP value. Overall terrible. Just go to Zenni, EyeBuyDirect, or your local optician.
Thank you for reaching out to us. We are so sorry to hear about your experience with our PD tool — we completely understand why this has been a frustrating experience and we will share this feedback with our team. We would love to help with your order from here! Please send us a message with your email address or order number so we can follow up.
Updated review: Aug. 30, 2023
Thanks for the prompt resolution of the problem. Upgrade to 5 star rating. :)
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.
Thank you for reaching out to us, Stuart. We are very sorry to hear about the trouble you are having with your lenses. We would love to connect further on this. Please send us a message with your email address and we will follow up with you from there!
Original Review: Aug. 9, 2023
My United Healthcare insurance told me they are contracted with Warby Parker for a $67.50 upgrade for light responsive lenses upgrade. WP should have known that and I will not pay 100.00 if that is the case. Additionally, I just called the number in the email and they said I would have to get United Healthcare and Warby Parker representatives on a 3 way conference call to discuss. That will not be happening as I don't feel that is my place to make happen - WP as a business can be making that happen. Bottom line is I will be saving my money if I can't get the upgrade at the contracted rate and will take my business elsewhere next time.
Hi Randy — thank you for reaching out to us. We are sorry to hear about the trouble you are having with your insurance benefits, and we would love to help. Please send us a message with your email address or order number and we will follow up with you from there!
Reviewed Aug. 8, 2023
This is ridiculous, I ordered 2 pairs, one for myself and one for my wife. My pair was initially delivered without measuring the ocular centre height, so I had dizziness and blue&orange shadows when looking at computer screens, and the Irvine Spectrum lady kept tell me it was the problem of my eye. Then I just happened to check out 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. It's 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.
We are so sorry to hear about your experience, Nathan. This delay absolutely should not have happened and we would love to help from here. Please send us a message with your email address so we can follow up!
Reviewed Aug. 8, 2023
I have now had two pair of glasses that have had stress fractures in the lenses where they attach to the frame. The first time Warby Parker provided a $150 credit towards a second pair. The exact same issue occurred with the second pair, after about 6 months. They refused to take any action or provide any sort of resolution. The associate at the store did offer up a clever comment when discussing the quality of their products… “well they are not Prada”. Very poor service and quality by Warby Parker at every turn.
Thank you for reaching out to us, Patrick. We are so sorry to hear about this issues — this absolutely should not be happening, and we would love to help from here. Please send us a message with our email address so we can follow up.
Reviewed July 27, 2023
Updated on 07/31/2023: I did get a quick response back and responded but never heard again, then I looked at order and wrong address was listed. Called and updated. Still no date available on delivery. Now 17 days from original order and still no glasses.
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.
We are so sorry to hear about this, Jack. This is absolutely not the experience we aim to provide, and we apologize for the delay. Please send us a message with your email address so we can follow up and help from here.
Warby Parker author review by ConsumerAffairs Research Team
Founded in 2010, Warby Parker offers a unique take on vision. Designing and selling vintage inspired frames, they give away a pair of glasses to someone in need for each pair that they sell.
Funky, fun frames: Instead of moving toward minimal, Warby Parker designs stand out, making a fashion statement.
Try before you buy: Warby Parker lets you pick up to five frames to try out before making a purchase. They ship you five samples to show off to your friends, you pick your favorites, they ship your prescription glasses and you return the samples with free return shipping.
Multiple locations: Although Warby Parker is a boutique retailer, they have 13 locations nationwide, so buyers can often visit a store to check out the selection in person.
Rainbow colors: Warby Parker sells their own designs, which are available in virtually every color of the rainbow.
Sunglasses: In addition to their line of unique optical glasses, they also make some eyewear designed for fun in the sun.
Warby Parker Company Information
- Company Name:
- Warby Parker
- Year Founded:
- 161 Avenue of the Americas
- New York
- Postal Code:
- United States
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