Andre W.

This is the email I shared with their customer service team, and was essentially told "thanks, hope you get your frames soon."

I'm not sure if there's a customer feedback tool or something, but this is my second time ordering with Warby Parker and both times have been disruptive, and not in the good, cool way.

I like the idea of the company, the final product - and even take my share of responsibility for the shipping address issues, but there has got to be a better system for handling order issues than what I've encountered this far with Warby Parker.

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 hopefully you get his treatment. Either way, hope you guys find a better way to handle customer issue tracking and that some of this feedback has been helpful.