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This transaction was doomed from the beginning. I got a new progressive prescription because I hate putting on and taking off my glasses all day long. I selected a beautiful pair of glasses and they arrived just as the pandemic hit. They were painful and gave me a horrible headache. I called customer service and they said I would need an in-store adjustment. No stores would be open for quite a while. No problem, they said. After storing them for nearly two months, I called customer service to ask which location would be available for the adjustment. Tampa. A 45 minute drive in the pouring rain. I had asked if I needed an appointment. Not a problem! Walk right in, they said. We get there within 10 minutes of opening and we were told it was a 40 minute wait. I was told that I could exchange my glasses for another pair if I wanted. No, ma’am. We aren’t accepting exchanges, they said. I paid $345 for these glasses and I just wanted to be done with them. The associates were all kind but woefully out of sync with one another. Finally, the senior of the staff at the Tampa location took the glasses and issued a credit back to my card. I wanted to love Warby Parker. Really, I did. I tried on about 30 pairs virtually during quarantine so I would be prepared for the day I could get glasses that both fit and worked. This experience left a terrible taste in my mouth. We will be going back to my optometrist’s office for my progressives.

The product has been fine and I’ve ordered glasses from them before. My review is based on my experience with their customer service. I ordered two pairs of glasses and was supposed to get the multiple pair discount. Someone canceled my original order when I agreed to updated to the higher index lenses. I emailed them in regards to the discount and I was told I cancelled the order and they were re-done separately. However, I could still get the discount. I re- priced the two on the app and sent the screen shot of what it comes out to on the app for both pairs with the updated lenses. I have gone back and forth with them multiple times both on text and email because they kept refunding me random amounts that were not the correct amount of the discount. Multiple emails regarding the correct amount and each time they gave me a little bit more but not the correct amount. I was then told that the amount reflected on the website was incorrect and they would not honor it and they were sorry for the multiple mistakes on their end. I checked today and the second pair I ordered was completely cancelled and nowhere to be found in my history. I’m extremely disappointed and dissatisfied as this was a simple mistake that could’ve been handled right from the start and not have to escalate. The glasses themselves have always been fine and I’ve never had an issue with them before.

I love the frames that I purchased from Warby Parker. The ability to try them on prior to purchasing them was extremely important! I have had many disappointing experiences ordering stuff online when there was no way to try on items before purchase. I did experience a couple of issues with Warby Parker, however. First, I had an extremely difficult time trying to get the pupillary distance measured using my phone’s camera. This issue delayed finalizing my order. Even though I had to retake the photo more time than I could count, there was an agent readily available via text to assist me so that certainly helped my frustration, and kept me as a customer. Secondly, my glasses seemed to fit perfectly for the first few days. Shortly after, I realized that the arms of my frames are too long! This has caused them to be quite loose, and they constantly slide down my nose. It might be worthwhile for them to add a way to measure the distance between one’s nose bridge to the back of one’s ears. I certainly have no suggestions as to how this would work, but when it comes to glasses, one size does not fit all. I was very pleased with all of the other aspects of the product and service. I just need to see if I can get my frames re-sized or something.