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 has 8 locations, listed below.

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• 

  Warby Parker

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

• 

  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

• 

  Warby Parker

  89 Washington Street New York, NY 10014

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:08/25/2023

  Type:Delivery 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.

  Placed an order for contact lenses. Called to cancel because I was being overcharged, representative said it was a "hassle" to cancel orders, put me on hold for ***********************************

  Business Response

  Date: 08/31/2023

  Thank you for reaching out about this. We are so sorry to hear about the issue you had with your contact lens order, and the trouble you had cancelling it. This is absolutely not the experience we aim to provide, and we will share this feedback with our team. We can confirm that your order has been canceled and refunded. If we can help from here, please do not hesitate to reach back out to us.

• Initial Complaint

  Date:08/07/2023

  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.

  I bought a pair of glasses from Warby Parker originally around 2022 (May-July). Once it hit September-October 2022, I realized I had severe burn-like marks on my ears that clearly resulted from an allergic reaction to my glasses (consulted two dermatologists). I contacted Warby Parker and they gave me two options: (1) they will do a free exchange OR (2) they will do a refund. We chose option one and exchanged the glasses for the same pair. Warby Parker said that they theorized the metal from my glasses could be rubbing off and maybe just replacing the pair could solve the issue. It didnt and I immediately had a burn again. Against my better judgement, I went into a Warby Parker and told them I wanted to exchange my glasses again since Im having allergic reactions (they are taped up so the side handles dont come into contact with my skin). I said my email associated with the allergy complaint and they said all thats on my file is a TEN DOLLAR DISCOUNT.Thats right. If I want to replace my glasses I only get $10 off????? What happened to the exchange?I deserve what was promised. Either a refund for my pair or the right to exchange a pair that is causing an allergic reaction.

  Business Response

  Date: 08/08/2023

  Thank you very much for reaching out and sharing this feedback with us. We are so sorry to hear about the trouble you had with your glasses, and we would love to help from here. A member of our team will be in contact with your shortly. 

• Initial Complaint

  Date:07/11/2023

  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 owes me a refund of $395.00. They refunded to a card and account that no longer exists. Ive been to the bank but was told they rejected the refund because the account doesnt exist ********************** refuses to re-issue my money. Its a lot of money for me to lose

  Business Response

  Date: 07/13/2023

  Thank you very much for sharing this review. We are so sorry to hear about the trouble you are having receiving your refund. A member of our team will be in touch shortly to help. 

• 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,
  
  *************************