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Business Profile

Optical Goods

Warby Parker

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

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

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Warby Parker has 8 locations, listed below.

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    Customer Complaints Summary

    • 57 total complaints in the last 3 years.
    • 30 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Unanswered
      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 eyeglasses due to my mobility problems getting g to the office. Picked a style I liked online, sent my prescription and purchased them. They arrived and after abou3 days they began pinching my temples distorting my vision a caused bad headaches from pinching my nose. I cannot use them. Contacted their "easy return" and was passed thru 2 reps,who knew nothing. I offered to address the package myself as I have no printer, and pay for the return., still just lame answers and had to wait long time between answers. They advertise "east fast returns" which is anything but.

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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!

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