Business Profile

Optical Goods

Warby Parker

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Warby Parker's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

50 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought $400 glasses that I paid extra for scratch resistant lenses that are fully scratched These glasses broke exactly 6 months that they give you for warranty by the way that it broke. You could tell that it was welded incorrectly.I showed them pictures. I emailed them. They agreed to help. I went to their store in ******** and was greeted with a non-pleasant Man named ****. He did not want to help me so I just decided to leave unhappy and very angry. I use these glasses to be able to work since I cannot see up close and Ive been struggling with them for a while. They did not want to help I also attached screenshots of the email between them
Business Response
Date: 05/27/2025
Hi *******, thank you for reaching out. We're sorry to see that you experienced breakage with your fames, and understand how frustrating that is. Our team is reaching out to you directly to follow up.
Initial Complaint
Date:04/30/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im extremely disappointed with my first experience ordering from Warby Parker. After doing my research, I placed an order for sunglasses I was genuinely excited about. Things quickly went downhill. There were delays retrieving my prescription, and when that was finally sorted, I received an email saying my prescription required 1.67 high-index lensesfor an extra $100. I contacted chat support and spoke with *******, who told me I didnt have to upgrade, but warned that my lenses might pop out of the frames if I didnt. That raised a major red flag. Lenses should never pop out of any properly made frame, regardless of prescription strength. If a customer is paying $195, the product should meet basic safety and quality standards without requiring an upsell. I asked ******* to clarify whether the lenses were safe or if the frames were incompatible with my prescription, and she dodged every question with vague answers. I then called phone support and spoke with ******, who told me the total with upgraded lenses would be $345. But the sunglasses were $195 and the lenses were supposed to be $100 more, so where was the extra $50 coming from? ****** couldnt explain it and kept repeating the same unhelpful responses. This entire process felt incredibly predatory. It seems like Warby Parker is knowingly offering inadequate lenses to people with higher prescriptions to push them into unnecessary upgrades. Nowhere on the website does it say that customers with strong prescriptions will be charged $100 more just to make their order possible. My order was canceled with no resolution, no accountability, and not even the courtesy of offering to waive the fee. The lack of transparency, paired with manipulative upselling tactics and untrained customer service **** like ******* and ******, completely destroyed my trust in the brand
Business Response
Date: 05/15/2025
Hi *****we're very sorry to hear about the information you were provided about your lenses. Our team will be reaching out directly to assist!
Initial Complaint
Date:04/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to follow up on an ongoing issue regarding the replacement of scratched lenses for my frames. On February 14th, I contacted customer service and was informed that my frames had been discontinued. I was given two options: either select a new pair of frames or visit a store to have the lenses replaced in my current frames. I was also advised that I had until April 15th to complete the replacement.On March 31st, after being denied service at the ***************** store, I reached out to customer service, and my inquiry was escalated to a supervisor named *********. ********* reviewed the situation, confirmed that there had been a misunderstanding, and offered a one-time courtesy replacement. She assured me that the Peachtree Corners store would be notified to assist with this.However, when I visited the store again on April 7th, I was once again denied the lens replacement. The staff at the store claimed they had not received any notification from customer service, and they even mentioned that customer service (*********) could have processed the replacement without my needing to visit the store. I explained that the frames were no longer available, but the representative at the store stated that it didnt matterthey could have helped me over the phone or via chat, as they had done in the past.I called customer service again on April 7th and was told I would receive a call back with an immediate resolution. Unfortunately, I have not heard ******* this point, I am very frustrated and seeking a prompt resolution. Given that I was assured of a free replacement by *********, and that the store was unable to assist me, I am requesting immediate assistance in processing this replacement, as originally promised.I appreciate your attention to this matter and look forward to a prompt resolution.
Business Response
Date: 04/10/2025
Hi ******* we're very sorry to hear about the continued frustration with getting your lens replacement completed. We'll be in touch directly to help out!
Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of prescription glasses from Warby Parker almost 2 years ago after getting an updated Rx from a local eye doctor. They charged me for the glasses and about 2 weeks later they were shipped to my apartment. I tried them on and within ******************************************** a headache so decided to visit the store where I bought them (in *********) and share my frustration. They looked at them and said everything looked normal and they were made properly so I needed to go back to the eye doctor for the person to update my Rx. I was traveling a lot at the time for work and didnt get a chance to go back to see the doctor for a few months. When i returned to check the prescription, the doctor did the same exam on me and the results were the same. So either the doctor is lying or Warby parker lied and told me they made them correctly. I called to have them replaced with a fresh pair or fully refund me and they said they couldnt do either. I would have to completely order a new pair and pay for them all over again becuase it was outside of the 90 day return window. This practice seems not only disgustingly arrogant but borderline fraudulent. I loved this company prior and have 4 pairs of glasses from them but after becoming a public company, eveything about the business has gone downhill and become all about money and profit. They dont care about the customer anymore and therefore, I will not be doing business with them ever again.
Business Response
Date: 04/01/2025
Hi ******* - we're sorry to hear about the concerns with your order from 2023. Our team will be reaching out to follow up with you.
Initial Complaint
Date:02/04/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a "try on" order for five pairs of glasses.This order was placed on January 21st.I got an email stating delivery was expected on January ******* of January 25th the package tracking information with **** indicated it had disappeared into their system with no updates on progress.I called Warby Parker customer service and was told that despite this, they require five business days from the date of order to have passed before they consider a package lost and I would have to wait until Friday the ******* Saturday February 1st there was still no updates on the package, so I called customer service again. This time I was told I would in fact have to wait "5-7 business days" and thus they could take no action until Monday, February ****** this point I told them to cancel the order and that I would in no way be taking ANY responsibility for their package, whether it arrived or not. I was told they would not cancel my order because of the current status of the package.I made it very clear I don't care in the slightest what their internal policy says they can or cannot do, I have waited six days past the original delivery date estimate and nine days total without a pacakge, and that whether I receive their package or not is no longer my ********** is now their responsibility to file a package trace request and find the location of the package in question, because I want nothing to do with any part of the situation.
Business Response
Date: 02/04/2025
We're sorry to hear about your experience with our Home Try On program and are happy to follow up with you. A member of our management team has been in touch to help.
Initial Complaint
Date:11/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pair of bifocal (transitional ) glasses from Warby Parker. A few weeks later I noticed that flat surfaces looked curved when I used the glasses. I went back to the store and was told that the problem was the lens, not my eyes. An oculist adjusted the lens but the solution was transitory. I decided to get new glasses. This time, the people who helped me told me that the original lenses were not the appropriate size for bifocals. Since I was not properly advised initially, I think Warby Parker owes me a replacement pair. I was charged four hundred dollars for the new glasses. I got no satisfaction from customer service this morning. They also wanted to charge me the additional 25 dollars I paid for expedited service even though I received notification that the order would be delayed. I am entitled to replacement glasses at no cost to me.
Business Response
Date: 11/21/2024
Thank you for reaching out to us and sharing this feedback. We are very sorry to hear about the trouble you are having with your lenses, and the delay on your new order. A member of our team will be in touch with you shortly to help from here.
Initial Complaint
Date:11/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Warby Parker keeps sending me emails nearly every day. I am unable to get removed from their list. It is very annoying to me to have this constant flood of unwanted email.
Business Response
Date: 11/07/2024
Thank you for reaching out. We are so sorry for the trouble you have had unsubscribing from our emails!
We've unsubscribed you from our mailing list so you should be all set from here. Please note there is a 10 business day processing window. Please don't hesitate to get in touch if we can help with anything else.
Initial Complaint
Date:10/01/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:09/03/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 DAMAGES
Business Response
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 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
Date:08/29/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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,

***************

Customer Answer
Date: 10/18/2024
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:

Dear Better Business Bureau Team,

I hope you are doing well. I am writing to you to give you an update regarding my ongoing complaint with Warby Parker, referenced by complaint ID #********.

On September 19th, I received a communication from Warby Parker indicating that a representative would reach out to me to address my concerns. As of today, October 11th, I am still waiting to receive follow-up or communication from their team. I need more response to the status of my complaint.

To reiterate the context, Warby Parker has permanently banned me from their services without a clear explanation. The resolution they initially proposed did not meet my expectations, and I would like further discussion or clarification through the promised outreach. However, with no representative contacting me as assured, I am left wondering if they are committed to resolving this matter.

I would appreciate any assistance the BBB can provide in facilitating communication with Warby Parker. It is crucial for me to understand the rationale behind their actions and to explore a satisfactory resolution.

Thank you for your attention to this issue. I'm looking forward to your guidance on how to move forward.

Best regards,

[***** **]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** **

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Warby Parker is NOT a BBB Accredited Business.