WP has not been a profitable company. They just had their first profitable quarter this past year. No surprise to hear they are cutting corners.

Former warby employee since COVID everything went down hill no lens replacements, pushing on staff to harass even more than they used to, definitely going downhill. Sucks because it was one of the best work places I’d ever had and a genuine company until… the shareholders.

I also use Warby Parker but they told me that they do NOT do lens replacement?

Hey someone told you bad information. The policy is that you can do lens replacements on prior purchased pairs on your accounts. The system won’t allow anything else. A person gave you the wrong advice and I don’t know how they even managed to send them out.

I'm wondering if they just never sent them, not that they can't do them. They told me they will redo them if I want to later at a higher price, but who knows. I did notice in store was better service than over the phone.

Another shop may do them, I wonder if America's Best would get them done for you. I didn't like their glasses, but maybe you could call various shops. Kind of annoying they won't do it though, how much did the lenses cost the other times you've done it?

Former (recently laid off) employee here. WP does not do lens replacements on third party frames at all. Even if they are from Warby Parker. I believe that way back when, they did, but I worked there since 2021 and it was not a thing since then at least. They've pretty much transitioned all of their customer service overseas and laid off pretty much everyone that handled customer service in the United States.

Looks like you were given bad information potentially by someone that was ill-trained. Moving forward, at least in the foreseeable future, service is going to be way less that what you may be used to because of the layoffs and the capacity of the remaining overseas team.

Best go elsewhere.

I just want to keep my frames and update my RX but they supposedly don’t do that anymore since Covid 😒

Just took 18 days for my new pair of glasses to arrive with expedited shipping. Total buns.

After three, yes three wrong prescriptions put into glasses by them, I gave up.

Warby has taken a nosedive in both the customer service and quality departments in the last few years. I’ve been pretty loyal with them since I think 2012? Sad to see all the corner cutting. New lenses out of the box anymore often arrive either lightly scratched or with factory imperfections, and I’ve had to send them back. The replacements on the scratched lens guarantee - which they used to just make you a new pair - now come with instructions to take the frames into the store and they will mail them off to the lab. I’ve had several issues with this process, including them damaging the frames. Now I have one such order where they apparently have lost the frames or something because it’s already been nearly a month. Sad to see a once fresh and original organization sink to the level of their competitors and just phone it in now with the bare minimum…🙄

I suggest reading past the headline.

It is sad to hear. I have bought from Warby for many years as well. Hopefully it is a one off. I also use a company called Hip Optical and have never had an issue (but then I never had an issue with Warby expect long delivery times).

I’m here because of horrendous customer service issues and incorrect measurements on my glasses. I recently re-ordered the same pair and they are so tight they can’t even be adjusted. This is the same style as my last order which fit fine. Then the size up is so large they fall off my face after adjusting. I kept telling them I think original pair was labeled wrong and was a narrow instead of medium. They also coded my order wrong and this is after having a different rep give me skit level atrocious phone customer service to the point I was left in shock just trying to get my order! I’ve ordered from here dozens of times and they suck now. Also, the narrow, medium, wide dimensions change drastically with each pair. One pair was 132mm, the other 142mm and both were “medium” … it’s really frustrating when I used to have amazing service and no issues. I’ve had countless the past couple months just trying to get a pair of glasses

I was a part of their customer service team, and on May 30th, they let go of almost their entire US customer service call centers to hire only overseas. They started hiring them slowly about a year prior to this happening, and our jobs essentially became 50% cleaning up their messes. It was actually scary how truly bad they were at their job, and how little they cared about the customers whatsoever. They will blantantly lie to you, or tell you that they're going to do something and simply not do it without another thought. I never recommend WP to anyone who doesn't have a physical store to go in person, because you will never get proper help over the phone from them. I'm so sorry that you're dealing with that. I would call in and just ask to speak to a manager.

I think they’ve slowly been losing their edge since going public. There’s even been a huge decrease in customer service and overall optical expertise in their brick n mortar locations.

Wait spill the tea! Today was my first day working at warby opening a brand new location

I was an optician at one of their brick n Mortar locations, and left right before they went public, and the benefits before were actually great. I heard from friends that they changed that relatively quickly.

Yes, which is definitely why it comes down to WP just wanting to save money. It’s such a gross decision. Their cost of living is substantially less, so we can’t really compare their hourly rate to ours, but I understand what you’re saying.

I really like what they are doing. I do home they learn and get better. I have always been happy with their quality.

I’ve been waiting over six weeks for a replacement pair of glasses, and this whole experience has been a disaster. The pair I received was so scratched up that every time I wipe them, they get worse. They’re now so bad they’re actually messing with my eyesight.

I’ve spent weeks on the phone with their customer service, and all they do is apologize. No solutions, no urgency. I made it clear that I was leaving the country on September 23 for a month, and they promised me I would have my glasses before then. Well, today is the 22nd, and guess what? Still no glasses.

Now I’m stuck. I either risk my vision or spend $400–$500 out of pocket for a new pair I shouldn’t even need. This is insane, unfair, and completely unprofessional.

Warby Parker is quick to sell you on “stylish, affordable” glasses, but when something goes wrong, they leave you stranded. If you value your eyesight, do not trust this company.

I got warby Parker prescription sunglasses. Thru were outrageously expensive: over $500 USD. Never again. Im back to buying my glasses at Costco for less than half of that..

I’ve had very good luck getting my prescription elsewhere from a real eye doctor and then getting the glasses at Warby Parker. I’ve been doing it for years and they’re always great and I have progressive as well as photochromic lenses.

You’ll probably be fine is (a) your glasses are single vision and (b) you tried on the frames in the store. Although they’re not what they were, I’ve still gotten good ones.

Thank you guys so much for the reassurance haha this is actually helpful I’m really looking forward to getting these! Especially bc my daily glasses broke just a few days ago

I got my last pair of Warby Parker glasses back in March (as did my kid) and we had a great experience in the store and with our glasses once we received them.

I’ve been waiting over six weeks for a replacement pair of glasses, and this whole experience has been a disaster. The pair I received was so scratched up that every time I wipe them, they get worse. They’re now so bad they’re actually messing with my eyesight.

I’ve spent weeks on the phone with their customer service, and all they do is apologize. No solutions, no urgency. I made it clear that I was leaving the country on September 23 for a month, and they promised me I would have my glasses before then. Well, today is the 22nd, and guess what? Still no glasses.

Now I’m stuck. I either risk my vision or spend $400–$500 out of pocket for a new pair I shouldn’t even need. This is insane, unfair, and completely unprofessional.

Warby Parker is quick to sell you on “stylish, affordable” glasses, but when something goes wrong, they leave you stranded. If you value your eyesight, do not trust this company.

I feel like I read the same post (complaint) before. Did you post this earlier in the Warny Parker subreddit?

That’s the thing about investment, private equity and becoming a public company. Eventually, the need for higher profit margins come due.

The game plan is always offer a superior product and experience at low prices to increase your market share, draw customers from competitors and increase revenue. Once you’ve locked in the customer base, slowly increase prices, increase profit margin and decrease quality and user experience. It’s a repetitive process in this hyper consumeristic, capitalist system we have going.

Look into r/EyewearEnthusiasts for brands that many people follow and have good quality. Not always the cheapest glasses but better than the Luxoittca crap that’s out there.

I had a very similar experience. I ordered glasses in-store on Aug 6th, PAID for them and got a receipt. 2 weeks later I contacted customer service to ask where the glasses were and they said they had not been able to run my credit card! Didn’t try contacting me for 2 weeks, and when they tried re-running the same card over the phone it worked fine. My order just arrived today (just about a month from the original order). I love the selection but that is slooooow. And I was never able to contact the store directly, had to go through a call center.

Had an appointment back in August 1 month later still no glasses 🤦🏽‍♀️🤦🏽‍♀️

they laid off a very big majority of the customer service team ruthlessly and outsourced it to cheaper 3rd parties so WP to me is trash.

The same exact thing happened to me!

Warby has cut a lot of corners in the last few years and is now basically phoning it in with the bare minimum from a customer service perspective. I too had a frame that I was not told was “out of stock” in time, and when I ordered - instead of catching it and having me pick a new frame, they just sent me the “Wide” version of the frame that was out of stock (I wear M) which of course was immediately noticeable and laughable. I do believe my next pair of glasses may come from Costco. I am on the verge of needing progressives, and after the circus lately with just the basic stuff, I seriously doubt I will trust Warby to get those right.

Paid Lens Replacements are currently taking around 20 days; unfortunately CX will not be able to give you any updates other than if the lab has received the frame or if they’ve shipped out. Nobody has access to contact the lab directly to get status updates.

Can confirm that a huge chunk of their CX was laid off at the end of May. As the previous user mentioned paid lens replacements using your current frame will almost always take up to 15 business days once the frame arrives at the lab. Depending on when and how the store shipped the frames will determine the amount of time it takes to get to the lab from the store(some stores us usps ground shipping and some use ups).

Lens replacements never take 7-10 business days that’s only glasses. Lens replacements take up to 21 days and it’s because they ship them back and forth in bulk.

I got mine in about 10 days but it was FuckingCheapOnlineGlasses or whoever online. Love them though.

My advice would be to keep bugging customer service. My lens replacement hadn’t progressed in 3 weeks, and it turned out the lab had lost my frames. So they wound up making me a totally new pair. This was fine save for the fact that the frames I sent back (Ames) were discontinued, and I had to choose something different…🙄

I bought a pair of WP Benicio’s at the store a week ago. I found the frames on their website and I really liked them. My first aviator vintage style frames I’ve ever got. The process was seamless. I picked the glasses out, showed them my prescription, they took a picture, I paid and a few days later, I received them in the mail. I was there on Saturday and I received my glasses shipped to my house on Thursday. Unlike other places, you order your glasses and pay for them in-store and they will ship it to you. They don’t make you go back to the store to pick it up. It worked out well for me.

I am returning the ones I bought because I’ve decided to go with the transitional lenses. The ones I got first were just regular lenses. My frame and lenses costed $95 shipped and the transitional lenses costed me $295 shipped. I hope I don’t run into any issues.

When you bought yours did they say they were sending it to you or do you need to go back to pick them up? Just curious if this is how they run their business. I used to only buy my glasses from lens Crafters so I used to get them at the store.

This is a problem with your doctors office. It’s your doctor who is not responding to them. Once you became aware of the issue it’s up to you to contact your doctor to find out the issue. WP can contact the doctor a dozen times but they can’t make them respond. You’re the one who is the patient.

Former employee, wondering also if they want good employees... which is why I’m employed down the hall in a different, non optical store now.

If I worked in your local store, I would have tracked down the photo of your prescription and courtesy expedited the crap out of your glasses!! I always wondered what training, if any, the customer service team gets. Customer service and your store experience sucked. I was always fixing mistakes from cx or another store and they didn’t pay me enough for it.

I imagine this is part of the reason that the “call doctor” prescription option is being done away with…

I’ve had issues too where it seems like WP is getting their wires crossed, with poor communications internally, and also just receiving incorrect information about pretty basic inquiries like whether they could fill my prescription. (One agent told me they could do 6 diopters of prism correction per lens, but it turns out it’s just 3 diopters per lens, 6 total.) I do like their glasses so I hope they can improve customer service.