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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

    • 75 total complaints in the last 3 years.
    • 42 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:10/30/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 has promised a 7 day delivery timeline and has still, 13 days later, failed to deliver my item. They have fraudulently placed my order on hold to provide substantiation for the delay and to attempt to shift the blame to being the customers fault rather than their own. If ********************** is going to take a month to fulfill orders, this needs to be quoted beforehand and discontinue lies about processing times. I would like compensation for my order and my order delivered immediately

      Business Response

      Date: 10/31/2025

      Thank you for your feedback, ******. Were so sorry to hear about your experience, and would like to look into this further. We appreciate you including your contact information. A manager from our Customer Experience team will reach out to you directly to help get this resolved.

      Customer Answer

      Date: 11/10/2025

      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:10/09/2025

      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.
      The company claim to fully support their customers, but they force the customer to purchase a new frame just to update the lenses. The locale branch told me that it is company policy not selling just new lenses for a frame previously purchased from ******* addition to the customer economic burden of this policy, there is the aesthetic issue, as they no longer offer the same frame that was just 4 years old.Also, there is the competitor issue, as many other optical retailers are also refusing to replace lenses of a Warby Parker's frames....This whole policy put the customer at strain and with no choices, other than wearing costly glasses they do not like.

    • Initial Complaint

      Date:10/09/2025

      Type:Delivery Issues
      Status:
      Unresolved
      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 8, I attempted to order glasses and two different prescriptions, one for each eye, from their website. The website is absolutely horrible and processed only one of three transactions in more than an hour of trying, so I immediately tried to cancel the order for one order of contacts. Their website entraps consumers and will not allow you to cancel an order. Instead, the website says you must "chat" to cancel an order. The representative then informs you they must refer the order to "their expert team." The expert team never responds, The representative told me the "expert team" would respond with a cancellation confirmation in 24 hours. They have not. I tried again on October 9 to cancel in the chat feature and the representative pledged to help me and after ten minutes said the order was shipped and they would not refund my $593.60. This is simply theft. They are violating about a dozen consumer protection laws at all times. Worst company and worst communication I have ever encountered.The shipment notification email was after I attempted to cancel the order multiple times.

      Business Response

      Date: 10/09/2025

      Thank you for reaching out, ********. Were very sorry for the frustration with canceling your order. We understand how upsetting this experience was and take your feedback seriously. A manager from our Customer Experience team will reach out directly to help resolve this as quickly as possible. Thank you for your patience.

      Customer Answer

      Date: 10/09/2025

      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:

      It does nothing to resolve my issue.  They entrap consumers by not allowing timely immediate cancellation.  They charged me after I told them to cancel three different times and shipped the product AFTER I had made all those efforts.  They expect me to process a physical return, which I have no inclination to do.  They are thieves who made an unauthorized charge on my credit card.

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:10/06/2025

      Type:Service or Repair 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 purchased a pair of glasses in April 2025. After a few months of light use, I saw that the metal sides were rusting. I contacted customer service and was told it was a ****** warranty, which now seems like its because the materials are such poor quality. I was told the only option is to visit a store, and I told them the closest store is 3 hours away. I have been told multiple times that someone will contact me within 24 hours but no one ever does. Their metal glasses are more expensive than other pairs, but have much worse quality. Their customer service refuses to help with issues. I need a refund because I cannot deal with this deceitful company any more.

    • Initial Complaint

      Date:10/03/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Returned merchandise directly to store and was advised by female employee that her manager would mark items as returned ****. Never did. Have made three calls to customer service, all stating they would mark items a returned and send confirmation of refund. Have not done so. Items still showing as not returned, nor is the shipping label valid that they asked me to print and give to store.

      Business Response

      Date: 10/03/2025

      Hi ******, thank you for reaching out. Were so sorry to hear about your experience and the hassle youve had in getting your order returned and refunded. We truly appreciate you bringing this to our attention and want to make it right. A manager from our Customer Experience team will be in touch with you today to help get this resolved.

      Customer Answer

      Date: 10/06/2025

      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:09/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 glasses 10 days ago. Paid for expedited service. The company emailed me three times and texted me three times asking me to upgrade to 1.67 lenses, even though I already paid for and included high index lenses. They finally apologized, but the 7 day expedited service I paid for is done and gone. My glasses aren't even made, let alone shipped. This company has gone downhill so fast.

      Business Response

      Date: 09/24/2025

      Thank you for sharing your experience with us. Were truly sorry for the difficulties you encountered on receiving your order. This isnt the kind of experience we strive to provide, and we want to make it right. A manager from our Customer Experience team will be reaching out to you today to learn more about what happened and offer support.

      Customer Answer

      Date: 09/25/2025

      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:09/18/2025

      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.
      I placed an order for new glasses with Warby Parker, and accidentally added a anti fatigue to my lenses (+$100 upcharge). I called them and they were able to fix my order and remove this. However, when the customer service *** did this, he cancelled my previous order and placed a new one. The issue is that my annual insurance benefit for new prescription glasses was not transferred to my new order. I called them again and asked them to apply the credit back to my account, but they never followed up. The amount charged was $175 but it should have been just $75. Please help me recoup this $100 difference. (Order number ********* was cancelled, then Order number ********* was the one that the customer service placed for me and was shipped.)

      Business Response

      Date: 10/02/2025

      We apologize for the delay in addressing your feedback, and were very sorry for the payment issues you experienced with your orders. We want to make this right and are committed to resolving the matter quickly. A member of our management team will be reaching out within 24 hours to help get this fully resolved. We appreciate you bringing this to our attention, and we look forward to ensuring this is taken care of for you.

    • Initial Complaint

      Date:09/15/2025

      Type:Sales and Advertising 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.
      My son ordered through his Warby Park App, a pair of prescription eyeglasses and frames on 12/31/24. The date on the receipt with vision insurance applied has 12/31/24. However, due to the holidays, his pupil distance measurements--which he had to wait for an email from Warby Parker before it could be completed--happened on January 2nd due to January 1st being a holiday. Warby Parker filed the claim as a 2025 insurance benefit claim, even though the receipt shows 2024. The claim was made in 2024 and should have filed as a 2024 claim. Due to a lack of their system inadequacies, it was filed as a 2025 claim. Warby Parker could also have called my vision insurance and filed the claim properly with them as a 2024 claim.

    • Initial Complaint

      Date:09/10/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      The return/refund process needs extensive improvement. According to their website, once they receive the returned item, it should take 3-5 business days to complete the refund. It has been a month and I still have not received my refund. I have contacted the company ** since returning the item. The following is the timeline of my attempts as well as the companys responses:-8/8/2025: received return label via email -8/12/2025: returned package -8/20/2025: 1st email to Warby Parker to check on status of return/refund with response from ****** stating they have already started the return process.-8/30/2025: 2nd email to Warby Parker with response from Era stating she processed the refund and will be sending a confirmation email. I never received a confirmation email.-9/8/2025: 3rd email with no response -9/9/2925: spoke to ****** who states refund was processed on 9/8/2025 and to allow 1 week, if no refund is received, I am to call them back!

      Business Response

      Date: 09/10/2025

      Thank you for sharing this feedback, *****. Were very sorry to hear about the delay with your refund, and we truly appreciate you providing your order number in this review. We are actively investigating this situation for you and will have a manager reach out via email with more details as soon as possible. We appreciate your patience and want to make this right for you.

      Customer Answer

      Date: 09/16/2025

      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:09/03/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      Complainant: ****** ******** Order Number: ********* Company: Warby Parker Date of Purchase/Issue: July 25, 2025 Summary of Issue I am following up on my previous email regarding eyeglasses order *********. I have not received a response. The order was delivered to the wrong address even though I provided the correct shipping address. (This is proven through delivery photo, uploaded to tracking. The photo shows the item being deliver to a house that is not my home or the address that i put on the order) As a result, I did not receive the product I paid for.Prior Attempts to Resolve I contacted the company and was informed that a manual refund could be issued. I have been waiting for an update but have not received ************************************* account used for the original order is no longer active and there is no active account associated with my name. I was told a manual refund could be processed.I provided the New card for refund which is **** ending in **** (For security, I am not sharing full card details in this complaint. I can provide secure verification directly to the company upon request.)Desired Resolution Full refund for order ********* because the item was never delivered to me due to misdelivery.Written confirmation of the refund method and date of ****************** Information Phone: ************ (available anytime)Email: **********************************(preferred) Supporting Details I can provide order confirmation, shipping confirmation with the correct address, and any correspondence indicating a manual refund was possible.Statement I am seeking prompt resolution without further delay or back-and-forth. Thank you for your attention. Ive spoken to customer service but have not gotten a response. Sincerely,****** ********

      Business Response

      Date: 09/03/2025

      Hi ******, thank you for reaching out. Were sorry to hear about your experience and that our carrier didnt deliver your order to the correct location. A Supervisor from our Customer Experience team emailed you on August 19 requesting a phone number, as we dont have a valid one on file. We apologize if you didnt receive that message. Thank you for including your number in this reviewwell share it with the Supervisor, who will be reaching out to you today. We hope to have this resolved for you soon!

      Customer Answer

      Date: 09/04/2025

      The business has been unable to reach me by phone, but I am readily available via email. I have already emailed all the necessary information to resolve this matter and issue the refund. Despite providing updated card information as requested, no refund has been issued.


      This issue has now been ongoing for over a month, though it could have been resolved quickly. The business did not deliver the item appropriately to the correct address leaving me wihtout glasses that i paid for, and when I requested a refund, they confirmed a manual refund could be processed once I provided the updated card information. I complied, yet no action has been taken.


      This continued delay is unacceptable, especially since the cause of the problem was not on my part. I respectfully ask that the refund be issued promptly without further delay to the new card information i provided. 


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


    Warby Parker is NOT a BBB Accredited Business.

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