ComplaintsforWarby Parker
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Complaint Details
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Initial Complaint
10/01/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
It has been just 5 months since I purchased these prescription eyeglasses. The frame is defective and bent. It can't be worn and visually cannot see with t NH em. I just asked to send them back for a replacement but they refused.Business response
10/01/2024
We are so sorry to hear about the trouble you are having with your frames! A member of our team has been in touch with you to help from here.Customer response
10/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
**** ********
Initial Complaint
09/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
FOR OVER 3 WEEKS I HAVE CONTACTED CUSTOMER SERVICE AND BEEN PROMISED THAT THEY WOULD STOP SPAMMING ME. I HAVE UNSUBSCRIBED MANY TIMES, I HAVE BEGGED AND PLEADED TO MAKE IT STOP. EACH TIME THEY SAYHUMYOU DO NOT HAVE AN ACCOUNT SO WE DO NOT KNOW WHY YOU ARE RECEIVING EMAILS. THEN THEY SAY TO UNSUBSCRIBE AGAINTHEN THEY SAY IT WILL STOP.YESTERDAY, I SAID I WOULD FILE A COMPLAINT AND SEEK MONETARY DAMAGES. NOW THEY OWE ME ************************************************************************************* ALONE AND THAT I WOULD SEEK MONETARY DAMAGES. EACH SUBSEQUENT EMAIL WILL RISE IN THE AMOUNT OF DAMAGESBusiness response
09/06/2024
We are incredibly sorry for the trouble you have had unsubscribing from our emails. This certainly should not have happened, and we are so sorry about this. Our *************** team has confirmed you are unsubscribed. Please let us know if we can help with anything else from here.Customer response
09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: it has taken weeks and even after promising they would stop, they continued and continued. I told them I was filing a complaint and asking for money if they did it again, and they sent three more emails after that. They owe me at least ******. So, no, I do not accept their response at all[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*** ******
Customer response
09/12/2024
no just the one you kept sending emails to after you promised to stop....I told you to stop, you promised to stop and then continued....I finally said stop or you will owe me money....you continued...I indicated that you should pay me....you promised to stop and then sent one more.....I emailed and said to stop and to pay me....your company did not even truly try until I started demanding money......you owe me money for each infraction after I told you that you would need to pay me. That is ******Business response
09/17/2024
We are so sorry again for the trouble you experienced unsubscribing from our emails. There is a 10 business days processing window once we unsubscribe a customer, and we sincerely apologize if you continued received emails after your initial request. We are not able to offer compensation at this time, but please reach out to us at ******************************** if you have any questions from here.Initial Complaint
08/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Dear BBB,I am filing a complaint against Warby Parker, which has banned my account for life without warning or explanation, despite being a loyal customer for four years.**Background**Since 2020, Ive bought several items from Warby Parker **Incident Leading to Ban**This month, I attempted to place a new order and was informed that my account had been banned. I received no prior notice or explanation.**Attempts to Resolve**I contacted customer service via phone and email. Responses were vague, citing a policy violation without specifics. My requests for clarification and resolution were not adequately addressed.**Impact of the Ban**1. **Financial Loss:** My trust and investment in Warby Parker have been undermined.2. **Inconvenience:** I now need to find a new eyewear provider.3. **Poor Experience:** The lack of transparency and abrupt ban have negatively affected my view of the company.**Concerns Regarding Policies**1. **Lack of Communication:** No warning or explanation was provided.2. **Inconsistent Policies:** Policies should be clearly communicated and applied.3. **Customer Support:** Support was inadequate, lacking detail and resolution.**Request for Resolution**1. **Explanation:** I request details of the policy violation and evidence.2. **Appeal Opportunity:** I seek a chance to address and resolve the issue.3. **Improved Service:** I urge a review and improvement of customer service practices.Thank you for your assistance.Sincerely,[***************]Business response
09/17/2024
Thank you for reaching out to us. We apologize for any lack of communication that occurred, and a member of our team will be following up with you shortly to help address your questions. We appreciate your patience.Customer response
09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***************
Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
*********** is Warby Parker Location: ********************************************* *********** has failed to provide my trial contact lenses that were promised as part of the paid Comprehensive ********************** Contacts Order # ********* Date Order May 24, 2024 After multiple phone calls and emails, I was told they had no idea when I would get the trial pair. A trial pair of contact lenses is needed to fit and eventually order the permanent lenses. I was left to pay for a new exam at a different company to get contact lenses. Warby Parker refuses to refund the cost of the exam since they never provided the producer (contact lenses). The last phone call I had with a representative gave the "don't call us we'll call you vibe" . *********** "claims" I have special contact lenses. I have been wearing contacts for over 40 years. I believe the delay may be that Warby Parker is waiting for their own brand of contacts that are on delay. I am request a refund of the exam cost.Business response
06/26/2024
We are incredibly sorry to hear about your experience. This is absolutely not the level of service we aim to provide, and a member of our team will be in touch with your shortly to help from here.Customer response
06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was promised a replacement pair of glasses due to them discontinued my original frame and didnt receive them . They argued with me and were unprofessional.Business response
04/16/2024
We are very sorry to hear about your experience we always aim to provide above and beyond customer experiences, and we will absolutely share your feedback with our team. Your new order for the ****** frames are being worked on, and we will email you as soon as those are headed your way. We apologize that your original frame is out of stock! If we can help with anything at all in the meantime, please do not hesitate to follow up!Initial Complaint
04/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I initially placed order #******** for an rx pair of glasses on 3/13/24. I received glasses with the incorrect rx. That was Warby parker's error given that I submitted correct prescription. A new order was created with rush shipment, order was never shipped and I was then informed a third order would be created with rush shipment. The third order #********* was placed on 3/28/24 with expedited shipping. I am currently still waiting on the glasses and am now receiving messages indicating order is delayed due to lab issues.This is the worst experience that I've had with Warby as a loyal customer over the years, I have been wearing expired prescription glasses for a month from my initial order with Warby. I would like for this to be made right and an offer for a complimentary second pair of glasses that will make it to me on time.Business response
04/12/2024
Thank you very much for reaching out to us. We are incredibly sorry to hear about your experience, and we would love to help make things right from here. A member of our team will be in touch with you shortly.Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited a physical store to order a pair of eyeglasses. I was told that the frame would look fine given my high prescription if I paid $150 extra for high-index lenses. The glasses arrived and the lenses were so thick that they protruded out of the confines of the frame edges. I immediately reached out to their customer support and by the time that they finally told me that they could exchange them, no problem, it was beyond the 30 day **** anyway. I had left the physical glasses behind in the city in which I ordered them (where I do not reside) because they were completely unwearable but, when I visited a physical store in the city in which I am living, they assured me to just take them back in once I was visiting the other city and had them with me. When I went to return the glasses at a later time, I was then told that I would have needed to have returned them within 30 days of ordering. They did not budge even when I pointed out that their own customer service team had not resolved my initial inquiry within 30 days of ordering, so I suppose their customer service applies only when it is convenient to them. They are the trashiest company hawking cheap pieces of acrylic from ***** with deceitful sales reps for whom they take zero accountability. I will alert my HR and insurance company of my terrible experience with them and hope that they discontinue any partnership that they have. My optometrist also advised that I avoid them as their lens materials are of poor quality and can worsen my eyesight. Never again.Business response
02/08/2024
We are so sorry to hear about your experience. We always want our customers to be 100% happy with their purchases, and we apologize that was not the case for you. A member of our team will be in touch with you shortly to help!Initial Complaint
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a Glasses and Contacts Exam at Warby Parker's ********************************************************* location for Monday, January 8. I got an email confirmation of the same. The lady at the desk confirmed with me that the exam was for glasses and contacts, and the Doctor ************************ who conducted the exam confirmed he was checking for contacts too throughout the exam. At the end, he confirmed that I was good to go forward with contacts, and informed the front desk to schedule me for an instruction session, which the lady did for Thursday the 11th of January. I paid for a pair of glasses and the exam at that time. I realized only later that someone accidentally billed the wrong exam at checkout and did not bill for the contact exam that was conducted.When I went for the instruction session, the lady who helped me was very helpful and showed me how to insert and remove my contacts. She gave me two sample contact boxes to take with me. Before the end, she went back and checked with ****************** to see if he needed to inspect the fit of the contacts or do any further examination. He told her it wasn't necessary, and she let me go. My contact prescription was never uploaded to my online account. When I called to ask the store to upload it, the man who picked up the phone (******, per the follow up email) told me that I would need to pay the entire exam fee again ($140) and schedule a whole new exam for them to upload my prescription. He was uncaring when I explained the above to him. I know Warby Parker has my prescription-- they provided the same to the third-party provider I purchased a supply of contact lenses from-- but I want a copy of my prescription for my own records, as I am legally ***********.I want my contact prescription for the exam conducted on Monday, January 8 without paying anything else, and some credit for the fact that nobody responded to my email to WP. Feel free to reach me by email or by phone. Thank you for your time and assistance.Business response
01/19/2024
We are so sorry to hear about your experience. This was absolutely an error on our end, and we would love to help make things right from here. A member of our team will be in touch with you shortly.Customer response
01/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
12/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Today, I filled my glasses prescription with Warby Parker. Multiple times while shopping, there is a form to check eligibility for insurance coverage for a pair of glasses. When I filled this form on the homepage the first time, it said I was eligible for $100 and that I could apply it at checkout. At checkout, it popped up to fill it out again and said I would be walked through reimbursement after my purchase now. Once the purchase was complete, it had a link to begin reimbursement which just led to a page with the form. The form said I was eligible and that I could apply $100 savings at checkout. This is misleading! Maybe their website is broken. This must be fixed, I feel tricked. My order number is ********* and I paid $232.22 without any discount they advertised. I went back through the website after my purchase to screenshot an example of what one of the form screens looked like.Business response
01/03/2024
Hi ******* thank you for reaching out and sharing this feedback with us. We apologize for any confusion our insurance eligibility check caused we always aim to be as clear as possible when outlining both in and out of network insurance options and processes, and we will absolutely pass your feedback along to our team. We will have a member of our team follow up to help from here.Customer response
01/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Your emailed response to the complaint is different to the one you sent properly through the BBB portal. In response to your emailed response, I believe I am owed money back on this purchase. Why would I purchase again from you and accept a coupon when this issue is unresolved? Your website did not lead me to be able to submit my benefits during or after checkout as promised and therefore I feel misled. I think you must make adjustments to your system to prevent future consumers from also being misled. I would appreciate the BBB investigating to see how many people have already been affected by this problem but may have only reached out to customer service without reporting it to the BBB.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
01/11/2024
Thank you for following up with us we apologize that this issue has not been resolved. A member of our team will be in touch shortly to help from here.Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
********* location advertise they offer in house eye exams. Only to learn that the provider, who is an employee according to their CS, only works two days a week, Tuesday and Thursday, and sometimes Saturday. Why even offer the service if the provider barely works.Business response
11/17/2023
Thank you very much for sharing this feedback with us. We completely understand why the exam availability can be frustrating, and we hope to be able to offer more exam times soon. We will absolutely pass this feedback along to our team while they are actively working to improve this experience!
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Contact Information
161 Avenue of the Americas, 2nd Floor
New York, NY 10013-1205
Customer Complaints Summary
47 total complaints in the last 3 years.
21 complaints closed in the last 12 months.