ComplaintsforWarby Parker

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased frames and lenses from Warby Parker store in ********** ** in April 2022. Yesterday (8/24/23) the nosepiece fell off of my frames. When I went to the store today they told me it could not be fixed and it would cost me $130 for them to replace the frame. Poor construction quality has resulted in me having a pair of glasses that lasted only 16 months. I think they should replace the frame for free. If not I will never buy Warby Parker again.

  Business response

  08/31/2023

  Thank you for reaching out and sharing this feedback with us. We are so sorry to hear about the issue you are having with the nosepiece, and we would love to help from here. A member of our team will be in touch with you shortly!

  Customer response

  09/01/2023

  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

  08/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for contact lenses. Called to cancel because I was being overcharged, representative said it was a "hassle" to cancel orders, put me on hold for ***********************************

  Business response

  08/31/2023

  Thank you for reaching out about this. We are so sorry to hear about the issue you had with your contact lens order, and the trouble you had cancelling it. This is absolutely not the experience we aim to provide, and we will share this feedback with our team. We can confirm that your order has been canceled and refunded. If we can help from here, please do not hesitate to reach back out to us.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of glasses from Warby Parker originally around 2022 (May-July). Once it hit September-October 2022, I realized I had severe burn-like marks on my ears that clearly resulted from an allergic reaction to my glasses (consulted two dermatologists). I contacted Warby Parker and they gave me two options: (1) they will do a free exchange OR (2) they will do a refund. We chose option one and exchanged the glasses for the same pair. Warby Parker said that they theorized the metal from my glasses could be rubbing off and maybe just replacing the pair could solve the issue. It didnt and I immediately had a burn again. Against my better judgement, I went into a Warby Parker and told them I wanted to exchange my glasses again since Im having allergic reactions (they are taped up so the side handles dont come into contact with my skin). I said my email associated with the allergy complaint and they said all thats on my file is a TEN DOLLAR DISCOUNT.Thats right. If I want to replace my glasses I only get $10 off????? What happened to the exchange?I deserve what was promised. Either a refund for my pair or the right to exchange a pair that is causing an allergic reaction.

  Business response

  08/08/2023

  Thank you very much for reaching out and sharing this feedback with us. We are so sorry to hear about the trouble you had with your glasses, and we would love to help from here. A member of our team will be in contact with your shortly. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Warby Parker owes me a refund of $395.00. They refunded to a card and account that no longer exists. Ive been to the bank but was told they rejected the refund because the account doesnt exist ********************** refuses to re-issue my money. Its a lot of money for me to lose

  Business response

  07/13/2023

  Thank you very much for sharing this review. We are so sorry to hear about the trouble you are having receiving your refund. A member of our team will be in touch shortly to help. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased glasses a few years ago from Warby Parker. I love these glasses. I now have a new prescription and wanted to get new lenses. For convenience I went to several other national chains for lenses. None of them could replace them due to the design of the glasses. Convenience failed so I went directly to Warby Parker. They informed me that they had retired the glasses and will not replace the lenses. I was not looking for anything for free. I intended to pay for the lenses. But they refused. They also refused to direct me to somewhere who could replace the lenses. Their solution for not helping me with a product I purchased from them is for me to buy another product from them. Why should I buy anything from a company that I know from experience does not offer support for their own products? Warby Parker has some great glasses. I wish I could buy from them again. But I will not repeat the situation Im in. The We wont help you but we will sell to you is a horrible customer service model.

  Customer response

  04/25/2023

  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

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 pairs of glasses expedited.When I got the email stating they were being shipped, I noticed that my apartment number was not entered. I called and they apologized and called *** to fix the error. This caused a delay.When I got my reading glasses I could not see at any distance through them. They told me that the numbers were inverted and would send me a corrected pair immediately. After a week, I called and they told me that they made a mistake and didn't add expedited shipping (which I paid for) and that I should expect them in 2 weeks.I asked for a supervisor. He didn't seem to think it was a big deal. And said I would get my glasses in a couple of weeks. I told him that that was unacceptable, and then he told me that he would go ahead and expedite my order. I asked why they are making all of these mistakes. He told me that they have been doing updates to their system, and it is causing some issues. he was very matter-of-fact and flippant with me. I told him that I will be returning both pairs of glasses since this experience has not met my expectations. He said, "OK, I canceled your order" He made no effort to make it right and now I have to go through this whole process with another company.I can't believe they spend all of that money on advertising and do nothing when they make several mistakes on one order.My wife was also going to get a few pairs of glasses as soon as my order was complete. I told the supervisor that, but he didn't seem to care.

  Business response

  02/16/2023

  Hi **** thank you very much for reaching out and sharing this feedback with us. This is absolutely not the experience we aim to provide, and we can assure you this feedback has been shared with our team. A Manager on our Customer Experience has reached out to help resolve this issues, but if anything else is needed, please don't hesitate to reach back out. 

  Customer response

  02/22/2023

  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

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Warby Parker for an eye appointment and glasses because on their website they advertise they take my insurance. However, after the eye exam it was shared that they only take a small specific group of that insurance. Before the exam, no charges were explained to me that would be incurred. So at the end of it, I was charged $160 when I expected it to be free since they falsely advertise they take my insurance. To be specific their website posts the EyeMed logo that they take that insurance. However, after further investigation we were told that it is a specific EyeMed that is out of ***** and not the one that most people carry. This is deceptive advertising. I've included a screenshot of the webpage.

  Business response

  02/03/2023

  Hi ***** thank you for taking the time to share this feedback with us. We really appreciate you bringing this to our attention, and we will be sure to pass this along to our team. If you would like to connect further, please reach out to us at ********************************

  Customer response

  02/06/2023

  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:

  Warby Parker is not providing a path forward on how they are going to resolve the matter. I would like them to address my concerns and not provide what appeared to be a form letter. Please see back to my original complaint to know what needs to be addressed.

  Thank you,

   

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

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer response

  02/16/2023

  Warby Parker has not addressed my concerns and has ignored the rejection of their answer. 

  Business response

  04/24/2023

  Thank you very much for sharing this feedback with us, *****. We completely understand why the insurance information on our website caused confusion, and we have passed this feedback along to our team. We will have a team member follow up with you shortly to discuss further!

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 30, 2022, I purchased two Warby Parker products: 1) Regular Prescription Glasses and 2) Prescription Sun Glasses. The purchase took place at the ********** store located at *************************************************************, and I was given a $50 discount. Everything seemed to work great until my health provider reported an issue. Their concern was reasonable and understandable: Warby Parker generated two separate invoices that would be considered amateur by any accountant since the math doesn't add up. Both invoices show a line reading "DISCOUNT ($50.00)" instead of reflecting the EXACT AMOUNT subtracted from the total. As straightforward as it sounds, I need a capable person at Warby Parker to generate a math-accurate itemized invoice that reflects the EXACT AMOUNT discounted on each invoice. I've been going back and forth with your customer service for over a week, and it has been impossible to resolve this problem. Attached are two png images with the corrections that I need. It is incredibly frustrating to see I had to reach the BBB and provide samples because your staff was incapable to help.

  Customer response

  01/03/2023

  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

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 2 pairs glasses 9/17/2022. Both to arrive at store 'between ***** days' according to staff. One pair arrived, picked them up, inquired about second pair. Hmm, hah,hmm. Oh those had a flaw and were not sent out, they are being re-done. No notice to me, nothing until I enquired. Any-hoo. well those will be in on 10/4/2022. Had they arrived? Who knows, as no communication was sent to me. Called the store and was told the dates they give out are 'flexable'. hmm. Was told by staff they'd definately be in by 10/7/2022, 10/10/22 at the latest. Well, as we can now guess, those dates came and went. Again, no communication from WP (and yes, they have my correct email as they were too happy to send my receipt once charging my card); trying to get me off thier backs, they offered me a $30 credit/refund. Great. Still no glasses. Bypassed store this time, called an *********************************************** they don't have access to tracking and yeah, they've been processed, but should be in the mail. I asked to speak up the chain. Got ***** **** on the line who could actually track them. Well, of course, they got to the store and once again were discovered to be flawed. I cancelled the order with ***** ****, received a refund (minus the $30 refunded earlier). She convinced me that another way to get these in my hands was to have the glasses sent to me, double checked by the opticians and expedited delivery. I bought it. Hook, line and sinker. Now she's charging me the full amount, I'm due a reduction due to 2 pairs being bought. She also told me, yada, yada, yada that the previous $30 refund is now off the table. So. Let's do the math. Ordered they 9/17/22. It's 10/20/22. Still don't have the glasses and they want me to pay MORE than the original amount even after all the issues. Really, really incredible. I'm disgusted.

  Business response

  11/08/2022

  Hi ******** thank you very much for reaching out and sharing this feedback. We are incredibly sorry to hear about your experience, as this is not the level of service we aim to provide. We have passed this feedback along to the appropriate teams. 

  I see you are working with a supervisor on our team to get this resolved, but please do not hesitate to reach out if we can help with anything else from here. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Warby Parker shipped $232 worth (3 months) of an expired contact lens prescription after I placed an order for an up-to-date prescription. I contacted them, got the correct prescription shipped, and they said they had left a note on my profile so that it would not happen again. The next time I placed an order, again for $232 worth, they again shipped the expired prescription after I placed an order for an up-to-date one. I requested that the correct prescription be shipped and that I be credited $464 on my account (the amount of the two incorrect prescriptions) as compensation for the error. They refused to issue any credit or refund. I am requesting a refund of $464. It is unacceptable for a medical provider to twice dispense an incorrect prescription.

  Business response

  10/13/2022

  Thank you very much for reaching out and sharing this feedback. We are very sorry to hear about your experience, and a member of our team will be in touch shortly to help from here. 

  Customer response

  10/18/2022

  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 Answer Here]

   

   The business provided a response that denid theyd made any error, and they offered a $100 credit  

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

*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. ↩