Very Upset with product quality and…
Very Upset with product quality and Customer Service.Very upset with the customer service. I paid and place an order on 09/23/2025 for glasses with prescription. It took 3 weeks to get the glasses made not according to the order-prescription. They replaced them and the replacement was faulty. I request a refund. Finally after long time on the phone agent Roxi, I returned the glasses for refund. As of today 02/26/2025 no refund is made. Another agent Ari promissed to refund today. This company do not deserve even one star.
Tanya Gospodinova
Badly Made Lenses, No Accountability or Ability to Correct
I went into the store to buy a pair of Warby Parker glasses. I have a high prescription. I paid extra for 1.74 lenses. I had a discussion, at length, with the associates about polishing the sides of the lenses. Lenses that are thick have a matte, gritty texture. This means when you look at the person you see a solid white band around the edges, which is distracting and unattractive. It also causes some light reflection changes at the edges, and is visible to the wearer. Polishing is standard at quality eyecare facilities. I asked about edge polishing at WB and was assured it was standard on thicker glasses.Fast forward two weeks.My glasses arrived. The edges were not polished. They have white, gritty edges. The AR coating on the left lens is badly applied, causing vision to appear slightly fogged, like a fine mist is over the lens.I called WB customer service, who needed basic lens manufacturing explained to them. They stated there was no way to have them returned to simply have the lenses removed, polished, and replaced. They didn't know how to alert the factory to ensure polishing if they were remade. They stated there was no one else to talk to and they had no way internally to get in contact with other divisions to send feedback or fix issues.Therefore, I need a refund. It took awhile to convince them to do this. This company is awful.
Quinn
Avoid this brand like the plague.
Thought I’d roll the dice on this brand and wow what a mistake. I bought two pairs and within weeks the lenses were so cloudy and useless I might as well have been looking through a greasy windshield. I treated them the same way I’ve treated every pair I’ve owned for years, yet somehow these fell apart almost instantly. I literally had to go back to my five year old glasses to actually see clearly that says everything. Cheap price, cheap quality. All hype, no substance, all grabage. It’s marketing smoke and mirrors wrapped in a trendy aesthetic. Save yourself the frustration and stick with real optical clinics that actually know what they’re doing. This brand is style over function, and not even good style at that.
Manuel Pena
Very bad customer service
I lost my warby parker glasses therefore ordered another pair. I had them for a month or so and scratched the lense. Not Warby's issue, and they do have a warranty for scratches in the first 6 months which they honored. That being said, it's stated up front that it can take 2 months to get them back...that's a very long time to put in a lense in a frame I think but hey, it was free. On Jan 2nd, I received an email that they will be shipped out in 7-10 days. As of today, I heard again they were shipped to the store, then I was told they were waiting on a reply from the store that they were not shipped, and then I heard they broke the frame (but had a new one in stock). I'm leaving on vacation (driving) and asked they since they had mishandled the order if they could expedite the order and over night them to me. NOPE, they could not and are not. I'm very disappointed in their service!!
Kevin Broccard
Terrible Experience
Warby Parker does not allow you to leave reviews instead you have to submit them to a review inbox:Here is what I wrote to them:This was my first time using Warby Parker, and unfortunately it has been the most unpleasant eyewear experience I’ve ever had.It started with the eye exam. There were multiple technology failures related to Warby Parker’s remote provider platform, which caused substantial delays. We were forced to wait for hours while staff attempted to resolve issues outside of their control.Once the exam was finally completed, we then encountered additional problems trying to pay for the glasses due to continued platform issues. The in-store staff apologized and offered expedited processing as a courtesy, acknowledging the inconvenience.Despite that, we still have not received the glasses.When I contacted customer service, I received a generic response stating that the lenses did not meet Warby Parker’s quality standards and would need to be remade. Shortly after that, I received another email stating that the frames we purchased were out of stock.At this point, my frustration is beyond reasonable. My child has gone without glasses for an extended period of time, which is unacceptable. This experience highlights serious flaws in Warby Parker’s business model — particularly its reliance on remote exams, centralized labs, and fragile technology systems that appear unable to deliver reliably.To make matters worse, I attempted to leave this review directly on Warby Parker’s website and found no convenient or transparent way to submit negative feedback. That appears intentional. As a result, I will be posting this review on Trustpilot, Reddit, and other platforms to warn potential customers.I had planned to purchase my own glasses from Warby Parker as well, but due to this experience, I will be taking my business — and any future business — elsewhere.
RYAN MEMOLO
Inattentive and terrible service
I needed new glasses immediately. My order was lost but Warby Parker didn't figure this out until I called them after the delivery date. I explained the situation, and was promised quick response. Instead, a new order was booked and I was at the end of the queue. Even the delivery date on that was late. The glasses are good, but service was terrible.
Rob Woolmington
Disappointing First Experience
The in-store experience was fine, but after they were paid, they seem to lose focus on delivering on the expectations they set. I was given a 14 day lead time on delivery of my glasses. Sadly, the quoted timeframe came and went and no glasses. To add to the experience, I received no communications pertaining to delays unless I initiated the contact. The glasses finally did arrive and they're fine in terms of quality, but due to poor communications, seemingly lack of concern or care about completing the transaction to ensure customer retention, I won't be returning. Additionally, in my humble opinion, it's not unreasonable to expect a company can take an order, make and ship a pair of glasses in 7 days or less. Companies already exist that can make them in an hour, so what's their excuse?
Lane English
Warby Parkers customer service at the…
Warby Parkers customer service at the store is quick and easy. Quality of the eyeglasses is great. The shipping time is around one week, but it's free and nothing ships fast these days. My husband is ill and will be out of work for quite awhile, the inexpensive options are so appreciated. I just wish they had told me at the store that they have expedited shipping, I would have done that. I've shopped at WP for 3 years now.
Rob Murphy
Good, but could be better
Service is great in their NYC locations, but it keeps on asking me to upload my prescription, which I already did two months ago. Overall experience is good, but could be better
Corey
Warby doesn’t bill any insurance
Warby doesn’t bill any insurance. Either they don’t know how or don’t want to deal with them. That statement that they accept most insurances is a lie. They want your money. They give you that nonsense once you pick your glasses. My insurance pays for everything and they stated they were never contacted by Warby even though the workers told me they did. Stay away from this place. Glasses are cute but break easily. Complete scam
Luz
Where is the customer service?
Have been ordering my glasses from Warby Parker for the past 6 years. Always had the frames I like sent to my home tried them on and chose my favorite. Well they no longer have at home try on and I live 70+ miles away from a retail location. They’ve also discontinued a frame I bought last time so I can’t just order them with my new prescription. Called customer service and for the first time I had someone reading a customer service (ha ha) script who spoke broken English. He wouldn’t answer simple questions and got smart with me. I called 3 more times and got no answers to my questions. I called the closest store to my location and found out the stores don’t answer or they don’t have phones??? Texted my questions but the text only answered one so I guess it’s AI. I’m not driving 140 miles round trip if I don’t know what kind of selection of frames the store has. One of my unanswered questions. I will no longer support a company that has no customer service and can’t provide information correctly. So disappointed. I guess they’re going to be the next LensCrafters and no longer focus on their customers who don’t have easy access to a store!
CHRISTINE REED
Worst customer experience in years
Worst customer experience in years. I ordered contacts for the first time through the Warby Parker website which stated my contacts were in stock. I have since received 6 emails saying the contacts are backordered with different dates of availability. Since then (one month ago), my prescription expired so I am unable to get contacts elsewhere and have run out. (I contacted the manufacturer and the other big vendors have them in stock, so how Warby Parker is working with their distributer is highly suspect.) The worst part is a customer service rep said I could get a free online exam and it would generate a new prescription and I could switch brands. None of this was accurate and now I have no way to get new contacts without going back to the eye doctor. Save yourself a huge headache and order from WebEyeCare or 1-800-contacts. Warby Parker seems to be run by a 12 year old.
Deirdre
Couldn’t even place an order
Tried to order glasses and when I went to pay, I got a message that said There was an issue with your order. Please chat or call to get it squared away. I chatted and called and neither one could help me get the order placed. I just gave up. I’m going to order from somewhere else.
Robert Morris
Beware
BewareWent to store, had eye exam and proceeded to get three new pairs of glasses. I was struggling with third pair, but sales associate told me to relax…there was a 30 day guarantee. I was told this at least six times while in this store. Fast forward a few weeks and my new glasses arrive and I need to get a replacement. The returned pair was more expensive and I ended up owing THEM because 20% only good on NEW pair. If I had known this, I would have spent a lot more time at store picking the right pair. Very upset.
Sharrie
BROKEN PROMISES RUINED A CHRISTMAS GFT
My partner and I took a trip this summer and I got him to try on some frames at WP. They looked phenomenal on him, but they were much too expensive for him. I knew I'd get them for him for Christmas. So I contacted WP via chat and asked how difficult it would be to submit his prescription and order two pairs for Christmas. "Oh, it's so effortless," I was told by their rep. Newsflash: it is anything but easy! I managed to get his prescription (he just had his exam and I snatched the prescription and uploaded it to WP). Then I get an email a couple days later. "WAIT! We need more information. We need his pupillary distance. All you need to do is take his photo in direct lighting, with a credit card positioned under his nose, perfectly centered, with the magnetic stripe pressed flatly across his mouth." You know, because that isn't suspicious. So I finally got him to allow me to do this. It took WP no fewer than six attempts to get the photo "just right." Then I get another email, "We need more information." What will he be using the lenses for." I had already given them this information. They kept screwing up, so they agreed to meet me half way and pay expedited shipping for $25 on one pair and I'd pay the $25 on the other. I was told they'd be here in 10 days from the 13th. NO. They shipped one pair today (December 19th) and they forgot to ship them expedited. So they will arrive days after Christmas. So I said, at least overnight the other pair. They said, "oh, yeah, about that. They failed quality control so we are having to make them all over." I asked if they would lend me two frames to give to him until the real frames arrived. I was willing to drive an hour in each direction to get them from their brick and mortar store. I was told NO. So now I will have nothing to give my partner on Christmas. I am so angry at this company right now. ZERO STARS. AVOID. DO NOT DO IT!
Tim Triolo
These people will spam you forever!
These people will spam you forever, using different email addresses, so you cannot effectively block them. Be careful even allowing cookies for their website.
drM
If I could give negative stars I would
If I could give negative stars, I would. In August I ordered frames (Moriarty) for new prescription sunglasses for an upcoming vacation. I also ordered a pair of glasses at the 2nd pair discounted rate. The regular glasses arrived in the advertised projected timeframe of 10-14 days. The sunglasses were going to cost over $500 and 2 weeks after they were in process, I received an email that they would be delayed because of ungrades in their labs (delivering the sunglasses after I had left the country without my sunglasses). I called customer service to ask to upgrade my shipping method and explained I was not happy over the situation and why. I was told I could not change the shipping method. I asked to cancel the order and for a refund if they could not deliver the sunglasses prior to my trip. They said I could not cancel but that I could have an exchange within 30days of receipt…which would not help. Strangely, they did upgrade my shipping and the glasses arrived the day before my departure.If you were to look up these frames, they are held together by 4 small screws along the top of the frames. I was unaware as I wore them these screws were coming loose and after just 3 days of wear, the glasses literally fell apart. I took them into a local optical dispensary in Malta, but they said they could only look at their own glasses. I called Warby Parker for help finding someone to look at these glasses and got the same run around about exchanging the glasses (I was in Europe). They had no options or suggestions for repairing their faulty $500+ glasses. I did eventually locate a jeweler/watch repair who looked at the frames and replaced the screws and repaired the glasses.I will NEVER do business with Warby Parker again and will warn as many people as possible about their lack of follow through with customer service
Greg Gass
Terrible return policy
Terrible return policyWarby Parker makes you live chat with customer service to do a return. Conversation took 15 minutes because they were replying so slowly. Why should I need to chat to do a return anyway I should be able to just click a button.
customer
Many Warby Parker Delivery Issues
I have been ordering from Warby Parker for years. The last few years they have been sending my glasses to me via a third party carrier, which has consistently done a bad job. One time my glasses were thrown on my lawn near my mailbox. Another time illegally put in my mailbox. And a few days ago they delivered to my front door, but their van drove up my driveway after I called Warby Parker days before to notify them to tell their carrier to stay off my drive. Warby said they had successfully notified the carrier. These repeated mistakes are Warby Parke's responsibility since they contract with this carrier. Yet, when I called Warby and they said a manager would return my call, no one did. Warby Parker obviously does not care about its loyal custmers.
Klau Poeet
After waiting more than a month I got useless glasses
I have bought several pairs of Warby Parker glasses for over 10 years and early in November I went to a store and dropped off my prescription. To make a long story short I complained so much asking why it was taking so long they returned my money and still promised me the glasses. So today its December 8 and I just got my glasses and they are screwed up. What I got were glasses where the focal point is off somewhere between Computer and Reading glasses which is basically useless. I ordered Computer glasses. I have no desire to go through this again even if the glasses were free in the end. I will never ever again use WP.
George Kenna
