S R.

I just ended a two month long attempt to get glasses from Warby Parker. I ordered my 5 try on pairs in the very beginning of June. They came quickly, not too dirty or smudged, and I picked my favorite. I'd had my eye exam from my long-time eye doctor the DAY BEFORE I ordered the 5 pairs: my prescription is definitely correct. The glasses I chose were made and arrived within about a week and I was thrilled - until I put them on and couldn't see a thing out of them. I called and was told I needed to talk to one of their doctors, who have limited weekday only hours that happen to be the same hours most people work. As I wasn't able to take time off from work for a 15 minute phone call, I was told to take the glasses to my eye doctor to diagnose the problem. Luckily, my doctor was very gracious and checked the glasses for me for free. They even re-checked my prescription to make sure it hadn't been measured wrong (of course it wasn't). They ended up telling me the "base curve" of the lenses was basically zero and that I would never be able to see out of them without a base curve, something that the lenses should have had.

I called Warby Parker again and set up an exchange for a second pair of glasses, supposedly made at a different lab, with a base curve. Fast forward another week or so and I have a new pair. Couldn't see a damn thing, in fact they were worse than the first pair. So I called again and set up an at home try on for 5 more pairs, hoping maybe if I picked a different style frame, I could use them to, you know, see.

I got my third pair last week and guess what... still looked like I was in a fishbowl. I liked how the frames looked on me and I can't afford $350 designer glasses, so I decided to keep the frames at least. I made my hundredth call to Warby Parker and said I give up! I purchased the frames alone for half of what I had spent on them initially, and am taking them to my trusted doctor to have lenses put in there. Hopefully before autumn comes I'll have some freaking glasses... didn't know it would be a summer long process!

Every single person I talked to at Warby Parker was amazingly helpful, cheerful, friendly and awesome! Can't complain one bit about the customer service, that part of the experience was great.