ComplaintsforWarby Parker

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  More info

  *********** 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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  ********* 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!

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2022 I was thrilled to purchase a pair of Warby Parker eyeglasses for considerably less than I have had to pay in the past. I need progressive lenses plus eyeglasses that automatically turn into sunglasses. The first problem I had with the eyeglasses was that they were not fitted correctly, i.e. they continually slip down my nose. I went back a number of times to have them tightened but the problem was/is that the nose part is too big for my nose and they should never have sold me the glasses. Nonetheless, I decided to live with them. However, approximately ten months later, I noticed that the lower part of both lenses is... like clouded. The glass is permanently damaged. I wrote to Warby Parker and never received an answer, So in July ***************************** downtown ********* and asked to speak to a manager. I showed her my glasses and she quickly saw the problem but told me it was too late to do anything and she didn't know if I used acid or something which had damaged the glass on the eyeglasses. I'm 68 years old, a retired high school teacher and have never even seen acid in my life!!! Her next explanation was that I was allowing the glasses to fall down my nose, thereby causing sweat to ruin the glass. I can't afford to purchase new glasses every year on a fixed income. Warby Parker should stand behind what they sell.

  Business response

  10/02/2023

  Thank you for reaching out and sharing this review, *****. We are very sorry to hear about the trouble you are having with your lenses this certainly should not be happening. We would love to help from here, and a member of our team will be in touch with you shortly.

• 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,
  
  *************************
  
  
  
   
  
  

*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. ↩