Warby Parker

I'm very disappointed in Warby Parker. Originally I was super excited about this company. I got a free try on of 5 different frames, and I was even able to keep them longer than expected (we had horrible weather and I have 4 children so getting to a post office isn't always easy to do). Well anyways, I had asked if I could just keep the frames I loved and give them to my eye doctor as I was going to have them put the lenses in since it is completely covered by my insurance. I was told I could and I would be "billed", meaning receiving an invoice to pay, as soon as they got the other four lenses back. Well apparently to Warby Parker, "billed" means charged without a heads up. I never received an email or invoice about a total payment, nothing. The money was just taken from mine and my husbands account. I wouldn't have even known if I didn't watch my account like a hawk. I even have the app and I didn't even get a notification. This is very upsetting and an inconvenience. I contacted customer support and they were less than helpful. Had no remorse for taking money from my account without my say so. Very condescending attitudes. I cannot believe that they are able to just charge cards without authorization or notice. Any other company will tell you about being "charged". Not "billed" if they're going to take money directly from your account. Due to the horrible customer service experience of them not even wanting to make this right, I will not be using Warby Parker again. If this company would learn to communicate with their customers, most of these negative reviews wouldn't exist. How they are still in business, is completely beyond me. I'm just hoping my frames hold up, as I have read that many people have had horrible luck with their frames breaking. I'd look elsewhere if you're reading this review.

I was very excited about my new glasses only to find out two weeks later that they try to upsell me and totally ignored my original order.

Grade: F

Really wasn't that big of a fan of the frames. I don't see what all the Warby Parker fuss is about. I'm going to Costco next time.

I have been shopping with WP since the first brick and mortar store opened in SF-- never had a problem with quality, fittings or customer service. In August 2022 I ordered two pairs: distance rx and computer rx. The first shipment (to my home, not the store) arrived with two pairs, but both with the same rx. I sent back the duplicate pair and waited for the right rx to arrive. It arrived with massive crazing across the right lens. I had to take photos to secure a replacement pair. The replacement pair took a month to arrive because they had to ship it to the East Coast first for "quality control" to ensure that the lenses did not have crazing. When it finally arrived the lenses looked good, but the right arm of the frames was bent/warped. That was mid-fall 2022.

I did not pursue a third replacement because I am homebound and desperately needed glasses to see/work and could not wait any longer-- Also I thought...fine, consumer beware, I will never order from WP again.

Jump forward to January 2023...crazing on the edges of the lenses of both pairs has started. It's creeping away from the frame edges towards my main focal point.

I called WP this morning to request a full refund. I was told there is no refund possible; 30 day money back and that's it. The customer service folks I spoke with were polite but unrelenting. They offered to ship replacement pairs but I told them that I don't trust the product or their production service model anymore.

I am very unhappy and out $420-- homebound and using outdated rx glasses in the meantime. Please note: the outdated rx glasses on my face right now are Warby Parkers! I bought them six to eight years ago-- no crazing, no quality problems.

Don't shop here unless you can afford the financial loss or are just looking for cosmetic frames where there is no risk of crazing.

I am livid. I placed an order about July 25th and was set to received them on August 3rd... I received a confirmation number and it stopped tracking my package after July 27th... Last I heard they were in Texas then shipped to Indiana. WTF is it doing in Indiana when I live in California. A few days ago I received a generic email from Caitlyn saying they have replaced my original order and will be sending a new one, but NO tracking or confirmation number has been sent so I have no idea where or when I am getting my glasses. I have called the number attached to the email and no response. HORRIBLE HORRIBLE HORRIBLE.

Awful service. No solutions just pathetic service. Never buy glasses from them. Never got them in time. Lens poor poor quality.

They reconciled my complaint. I think their customer service is top notch and product is reallt great!

They require an original prescription with your full name, DOB and date of exam, if you can't provide that (for whatever reason, like privacy for example), they cancel your order and don't give a damn about written confirmation that in fact, the Rx you are providing is accurate (it is, I just happen to have those numbers from my optometrist over the phone). I guess they are covering their liability by requiring an original prescription but the overall customer experience is hindered by their lack of flexibility. Other companies (Zeni) on the other hand do not require original prescriptions or personal info...

After calling customer support, I had to spend 30min+ trying to get them to place again my original order. Really no apology nor concern for customer satisfaction or overall experience.

I found my frames, uploaded my prescription and submitted payment. I received my order in less than a week. I get compliments every time I wear them.

Quality of lenses is poor and color changing barely works. Services sometimes good and sometimes awful