Complaints

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

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• 

  Warby Parker

  161 Avenue of the Americas, 2nd Floor New York, NY 10013-1205

• 

  Warby Parker

  5840 N Classen Blvd # C03b Oklahoma City, OK 73118-1211

• 

  Warby Parker

  121 Greene Street New York, NY 10012

• 

  Warby Parker

  2000 South Blvd STE 150 Charlotte, NC 28203-6452

• 

  Warby Parker

  1209 Lexington Ave New York, NY 10028

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:04/25/2023

  Type:Sales and Advertising 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.

  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 Answer

  Date: 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

  Date:02/15/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/02/2023

  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 02/16/2023

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

  Business Response

  Date: 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

  Date:01/03/2023

  Type:Service or Repair 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.

  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 Answer

  Date: 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

  Date:10/20/2022

  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.

  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

  Date: 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

  Date:10/11/2022

  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 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

  Date: 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 Answer

  Date: 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,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:08/15/2022

  Type:Product 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.

  I have not been able to unsubscribe from any Warby Parker email listservs for over 3 years now. After contacting the Help Team earlier this week, I have received 3 additional promo emails from Warby Parker. tFor years and especially this week I have attempted to unsubscribe, **** as junk, **** as spam, and personally contact the Help Team to address this matter to no avail. Warby Parker's unsubscribe link and/or backend subscription programming is clearly inadequate as neither myself nor their "Help Team" can stop these emails - this is now long past being a mere nuisance, there is no way this problems is limited to me, and I will likely be contacting an attorney to discuss additional options.

  Business Response

  Date: 08/15/2022

  Thank you so much for reaching out and sharing this feedback with us. We are incredibly sorry for the frustration these emails have caused. I can confirm we have unsubscribed you from all emails, and you will not longer receive them after the 10 day processing window.

   

  If we can help with anything else, please don't hesitate to reach out. 

  Customer Answer

  Date: 08/15/2022

  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:07/15/2022

  Type:Service or Repair 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.

  purchased several pairs of glasses from them. In January 2021 I purchased the ****** in Whiskey Tortoise sunglasses from them. They looked and fit great. They were for driving so I kept them in my car in the sunglasses holder. the car is garage kept. They warped within 6 months. I contacted the company and they replaced them free of charge. Now in July 2022, the replacement pair did the same thing. I was told by customer service it is too hot for them where I live. I live in ** where it is only really hot for 3 months out of the year. They would not replace them but offered me $15 and free shipping. Really? I paid $318 for sunglasses that can't handle the heat and last only 14 months? How bout offering an alternative pair that doesn't have to be replaced every year?

  Business Response

  Date: 07/18/2022

  Hi ******* - thank you very much for reaching out and sharing this feedback. We are so sorry to hear about this, and we would love to help from here. Would you mind messaging us your order number or email address on file so we can get in touch to help resolve this?

  We look forward to hearing from you soon!

  Customer Answer

  Date: 07/18/2022

  Hello-

  My ID is  #******** 

   

  My Warby Parker order # is *********. Their email address is *****************************.

   Thanks,

   

  ***************************
  
  
  
  
  
  
  Open detailed view
  
  
  
  
  
  
  
  
  

   

   

   

   

   

   

  Customer Answer

  Date: 08/14/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Warby Parker has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:05/24/2022

  Type:Service or Repair 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.

  UNSOLICITED BULK E-MAIL It appears that Warby Parker (or "associates") has contracted with a direct marketing publisher that engages in abusive, repetitive, daily high-volume unsolicited bulk e-mail (UBE).Message indicates "This is an advertisement." however it's still UNSOLICITED spam and given the message URL malicious conditional redirects, also likely a lead-generation phishing expedition.Fraudulent claim in message content: "This email was sent to you because you have opted in to receive 3rd party email communications.." AFAIK - I have not provided verifiable affirmative, deliberate or explicit consent to be added to this list.Ref address *************************************************************************** not visible as alternate location in BBB.Please confirm - with effectivity - that this e-mail address has been permanently removed from any UNSOLICITED spamvertising on behalf of Warby Parker and/or "associates" INCLUDING current and future *************************/publishers.

  Business Response

  Date: 06/02/2022

  Hello - thank you very much for sharing your feedback with our team. 

   

  We sincerely apologize for any trouble these emails have caused. I can confirm our team has unsubscribed you from our marketing emails, and you should not receive any further emails after the 10 day processing window. 

   

  Thank you again for reaching out and sharing this feedback. If we can help with anything else, please reach out to us at *****************************.

  Customer Answer

  Date: 06/04/2022

  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.  Note, however, if communication - in any form - continues, I reserve the right to re-open the complaint or file a new one.
  

  Thank you to the business and BBB for response and support on this matter.

  
  Sincerely,
  
  * ********