Warby Parker Reviews 223

I guess they used to have an advantage when most shops were charging $800 for a pair of glasses. That's not the case any longer and so customer experience needs to excel--but that's where they fail. I checked my benefits on their web site before I made an appointment. It says "Nice! You can save up to $100!" This message actually means "we don't take your insurance." It's deliberately misleading and whoever signed off on this should be fired. I drove all the way to my appointment only to find out my insurance isn't taken. The rep said the message is there "to be positive." How does that help me to not know that they don't take my insurance? It doesn't. I'm guessing the thinking is "be positive" and don't let on that people aren't covered and by the time their appointment comes and they are in the store they will go through with their appointment. I did not. I walked out and I will never do business with them again.

A family member liked the doctor at the appointment I was helping out with. Everything else is an F, start to finish. The people at the hotline are terrible and unprofessional. The hotline staff set up the wrong appointment so my relative was not booked and the person’s information was all wrong. I had to call back for a second person to get it done correctly.

At the actual store, the staff there were so unaware of everything and then started getting all the contact info wrong. When we came back another date, the staff had deleted the phone number on file. They have so many problems getting patient information in one place. The Despicable Me Minions run this place.

I told my family member to stop returning here after this visit.

We had some further problems with some things I will not get into from the local staff. When I tried contacting the national number about it, my third time with them was terrible. I hung up because the woman sounded irrational and angry. She spoke like a Jerry Springer guest.

The glasses are not ready after an eternity since the original eye exam. How many more weeks do we have to wait?

Everything is impersonal and too rude for me to recommend this chain.

The local store is filled with staff who do not want to work. You beg them to do simple things other optometry clinics do without you asking. Hotline staff members working from home(?) all with background noise get mad when you ask simple questions. Why is anyone there? Bring on the AI, maybe the staff will be more human and compassionate to senior citizens.

I guess you get what you pay for. Glasses are made of polycarbonates and scratch VERY easily! Within 6 months, they might replace the lenses, but after that, you're out of luck. Very disappointed in their warranty. I won't be purchasing from WP any more.

I used to like Warby Parker however their system is horrible. You can not get hold of anyone at the store due to their centralized system and their staff who operate this system do not understand requests. They do not respond to your questions properly because they do not read them.They scan them and respond to what they think they meant. I have contacted them numerous times and it is a joke. Very disappointed with their service and wasting so much time. They do not care about the customers. I will not be shopping here or having an eye exam at Warby Parker anymore. I want to be able to pick up the phone and get the service I require not wait for some minimum wage person to relay a message they don't understand. It is a joke and a waste of my time. Never again.

I've ordered 10 plus pairs of glasses from Warbyparker.com (usually 2 pairs at a time). Once my order came and they instantly made me go cross-eyed, so i knew something was wrong. They replaced them asap and the next ones were perfect as usual. Another order disappeared in transit (probably delivered to the wrong house) so i can't blame warby for that. Once again they took care of it amd I had my order in another week or so. Every other time I've ordered has been flawless. I'll continue to buy more from them in the future. My only complaint is the last 2 orders were both significantly delayed. 1st order I went with standard shipping since the time frame for delivery was supposed to be well before an upcoming vacation. They arrived the day of my trip which was stressful... but i got them at least. This time I ordered 2 new pairs for yet another vacation and even paid the extra for shipping to have them expedited in time. Welp, I'm leaving tomorrow and they aren't here. I forget what the extra shipping cost, but that was money down the drain. I'm actually more worried that they will be sitting outside for 2 weeks while I'm away since nobody will be home to bring the package in.

I love warby parker but they arent good at fulfilling their promised deadlines

I want to be very clear: the star I deducted is NOT for the quality of the eye exam, customer service, or craftsmanship. It's for the shipping experience, which it looks like quite a few customers before me have already commented on. I am writing this review to echo their experiences and share what I've learned about OnTrac, the shipping partner used by Warby Parker. I also want to acknowledge that shipping concerns don't ordinarily factor into a product review because the customer's experience is out of their control once the product has been given over to the handler; however, given that they are shipping a prescription, I do think it's WP's professional responsibility to partner with a carrier who can meet promise dates and honor expedited delivery times.

So I paid the extra $25 to ship in 4-6 days. The regular shipping speed is 7-10 days, but I was worried that my busted frames (held together by super glue) wouldn't last that long. The glasses were completed in 3 days, and the tracking page showed delivery estimated for the very next day. After that, they were delayed by the carrier for a total of 5 days: 2 days at the origin facility, followed by 3 days at the local facility. During this time, I had a similar experience to that described by other customers. The tracking status said "Delayed" with no explanation, and the delivery estimate was constantly in flux. Each day that they weren't delivered, the estimate would be updated to the very next day, even though the tracking details weren't showing any movement. The only reason I knew they had reached the local facility was that the "Delayed" status was being pinged by Fremont instead of Henderson. By the fifth day, they had stopped giving me any updates and it was showing delivery in the past. This was now day eight since I had placed the order.

WP customer service was actually very helpful. I knew they weren't likely to have any secret intel about where my package was, so I curbed my expectations accordingly. They did offer me a refund on the expedite fee, and they answered my other main question: Was this a known problem with the carrier, or was there a chance my glasses were lost and would need to be reordered? It turns out a lot of other customers were reporting similar delays, so that reassured me that I would receive my glasses.... eventually. I know customer service can vary depending on who is helping you, and it sounds like not everyone was offered the refund. I would say just try again until you get results.

I did some quick research, and it turns out this is a systemic issue with the carrier because they do not employ enough truck drivers to keep up with their delivery load. Forget WP reviews; just Google other people's experiences with OnTrac and you'll see the same complaints over and over. Through an extremely difficult process, I was able to get through their automated chatbot and talk to a live agent. I explained the urgent nature of the package, the fact that I had paid for expedited shipping, and the fact that WP had already been forced to refund the shipping fee because of how bad the delays were. Voila! Like magic, my package was out for delivery, and I received my glasses later that day. Basically, the package was just sitting at the local warehouse for three days and the only reason it wasn't on a delivery truck was that their backlog was so huge, they just hadn’t gotten around to it. I have no idea how long it would have taken if I had not complained.

In summation, I don't think WP deserves to lose more than one star because of their shipping partner's misdeeds, but I also can't in good conscience give a five-star review when WP knows this is an ongoing issue. I would encourage anyone with this experience to leave a review so they are aware of how much their customers are affected and might consider making a change.

Horrible experience trying to get expedited new glasses. Order is still not here after two weeks and the delivery date changes every day. The customer service rep today not only unable to provide more information but was very rude as well. Of the FIVE customer service reps I talked to, not a single one provided an accurate date. I have no idea when or IF my glasses will arrive and WP will not cancel or refund or even provide a delivery date. I've used warby parker before but the decrease in customer service quality is so jarring I will not be using the brand again. There are places that make same day glasses and the cost benefits no longer outweigh the convenience, time, customer service and consideration of lenscrafter.

Edit: I have received a delivery date now but it's in the past. Glasses are definitely not here.

The lenses sometimes are not as scratch resistant as other glasses, or perhaps I've been unlucky a few times. The price point is good, and if you buy multiple pairs you automatically get a discounts. So I do glasses and sunglasses every two years and I'm very happy.

After going to one Chicago location and being completely ignored by all 3 salespeople as I spent 30 minutes trying on various frames (not even a hello), I nearly gave up on WP. But I had good experiences in the past, so I went to the store at 1123 N State St the next day, where the service was great (the ONLY reason for even 2 stars.) I found a frame I liked but was unsure of the color. My salesperson found a nearly identical frame on their website that came in 2 colors that I wanted to try on. She looked in back & found out they didn't have them in stock. I asked her to please order both colors to the store so I could try them & make my final decision. Nope, can't do that. My only option was to do the at-home "try 5 for free". I explained that I wear progressives that need to be measured by a professional. Nope. Do it at home, like Zenni, Eye Buy Direct, etc. (So why pay more at WP?) BUT I decided to try it anyway, because I was really excited about the frame & the 2 colors. I downloaded the app (required) and tried to order them for free try-on. BUT THEY'RE UNAVAILABLE. But they are more than happy to take $400-$500 from me to blindly order complete glasses, and just hope I like them and they work. Their consolation is that I have 30 days to return them. No thanks Warby Parker---you've taken enough of my time. I'll go to a store that can actually help me

Skip ordering from them. Over the past years I have ordered from WP with no issues. However, a few weeks ago I ordered a new pair. After many emails saying they were "out for delivery" I never received the order. After many chats with customer service for both WP and their delivery service, still no glasses. Finally got an email saying my glasses were delivered. NO SUCH LUCK. No glasses anywhere. I requested a refund. My status is showing they are waiting for the return of glasses I never received.
Such a poor customer experience.

Manager of store was aloof and rude. I really like your products though. I will go to a different store to purchase a product.

I previously purchased glasses in June 2024 from a different WP location & was satisfied. I went to another location for a different frame. I previously had Progressive lens but wanted Bifocals this time. I told the associate & she asked me at least THREE times if that's what I wanted. The glasses were delivered to my home & I felt I wasn't seeing as clearly as before. I went to my eye doctor a few days later. Found out the prescription was NOT accurate and were progressives, NOT bifocals! I called Customer Service & was told they don't make Bifocals at all. I did return them for a full refund but was extremely disappointed in my
experience.

They say on their website that they accept Bluecross Blueshield so I ordered glasses. When I was ready to order my lenses they told me they don’t accept BCBS in NC. They wanted me to to pay out of network. Bad business

N.B>: Notice the "lack of positive reviews"? For good reason! These folks don't give a sh*t about anything. Aggressive assholes is what I got!

You also can't "contact a specific store" (even the one where you got your glasses MADE!) The support team will "shoot them an email". I find it very strange that they don't have ANY "incoming customer phone lines". Would you do business with them? I sure won't!

Warby Parker staying in business is a mystery to me. They hire such ***morons***! I was just interested in the frames, because they f*cked up my first order with their "online eyeglass ordering" so badly that it took over a month to get my specs "correctly to me" then I had to go to an optometrist to get them fit.

This time? I order 5 "try on home" and they were sent to one of their locations in New York. I live in California, and waited 5 days until I checked UPS tracking and see that they were sent from New York BACK to New York.

I cancelled the order. The c*nt on the phone? WOW what a B*TCH!

I'LL NEVER DO BUSINESS WITH THESE ASSHOLES AGAIN!

I’ve had my Warby Parker glasses now for about a year. I only ordered glasses and did not use their optometrist. I did upgrade to the high index progressive lenses. The quality of these was very good, but not a very wide ‘channel’ for accurate vision on the reader section. This meant my head was like a tank turret going back and forth when I was reading.
My biggest compliant is the frames. These are custom WP frames and VERY cheap. Probably cost them less than $5 from China. They look good, but have zero spring loading for the temple pieces.
I am ordering new glasses now and opted to use another company for these…

Horrible glasses. I have ordered three pairs over the past couple years and not able to use any. Can’t see out of two and they are over sized but extremely small. You get what you pay for. Never again.

Since it's a nationwide fast growing company, I expected more from it. At least service quality should be standard. But boy! I'm so disappointed at the speed, the communication, the accuracy. Ordering contact lense is supposed to be easy. Even monkeys can do it. And they got my order all wrong.

I bought new glasses from Warby Parker in their Lehigh Valley Mall store in PA in April. Unfortunately I sat on them in my car ( ahhhhh) and broke them. I took them to the store and they fixed them for me in 20 minutes. Good as new! No charge. I highly recommend them. I honestly thought I was going to have to replace the frames. Thanks WP!

Do NOT buy from this company. They are incompetent and do not know how to read , nor understand RX's fro Doctors. Being a Doctor myself, I will attest that they are Incompetent.

This is the summary I left on X. It sums it up pretty well:

@WarbyParker you just lost my business forever! I just bought my 3rd pair from you, and the last ones were a disaster. You took ten days to ship me the wrong person's glasses. Then took 10 to not send the replacement because a QA issue. Then, say it will take another 10 days til the next pair arrives. The Customer Service did nothing to speed up the shipping or even offer me restitution. Plus, now they want the wrong glasses back before they will issue a refund!!! Shame on you guys! You used to be the best.
Lack of Customer Service will be your downfall.