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The service at their New York stores is solid, but the website keeps asking me to upload my prescription even though I did that just two months ago. It's annoying to have to redo it. The overall experience has been okay but there's definitely room for them to improve on this.

I've bought multiple pairs of prescription glasses from them in the past without problems, but this recent purchase has been a total disappointment. I ordered a backup pair of reading glasses and their website promised delivery in 10 days. Turns out that wasn't accurate at all - after I paid, they sent a message saying add another 3 days to that estimate. Neither timeline has been met. This company used to offer better pricing and faster turnaround, so there's really no reason to keep shopping with them at this point.

The sales associate at the store said I had to provide my email to buy the sunglasses. I objected, explaining that requiring this information is illegal and an invasion of privacy, but he refused to proceed with the sale. So I gave him a fake email I barely use just so I could complete the transaction. I've contacted their corporate office twice about this policy and haven't heard back. At this point I'm planning to escalate this to the attorney general's office.

The store associate insisted on getting my email address before selling me sunglasses. When I said this policy isn't legal and violates my privacy rights, he told me he couldn't complete the sale without it. I ended up giving him a throwaway email just to finish buying. I've reached out to corporate twice about this practice but haven't received any response. I'm considering filing a complaint with the state's consumer protection office.

Ordered some glasses and paid extra for rush delivery but my order just sat there for two weeks without moving. Nobody reached out to explain what was happening or why I wasn't getting what I paid for. I ended up canceling and won't be ordering from them again.

It's unclear what's changed, but both the customer support and quality assurance at this company have gotten noticeably worse in the last year. I've been a customer for roughly 8 years and used to have flawless experiences. That's no longer the case. I placed an order for two pairs and received both items, but one pair was incorrect and had fuzzy lenses that didn't match my prescription. Clearly the wrong order got sent to me. Other recent issues have shown that their customer service now takes a full day or more to get back to you, and when they finally do, it's obvious they didn't fully review what you wrote. USPS shipping is also a gamble compared to what they used to offer. You'd expect them to step up their game given all the competition in online glasses, but nope, service has only gotten worse.

I'm not sure what's happening behind the scenes, but the quality and customer service have really gone downhill compared to where they were. I've been ordering from them for almost 8 years and everything used to be perfect up until about a year ago. Recently ordered 2 pairs and got both, except one wasn't what I ordered at all and the lenses were completely blurry. That pair was obviously meant for someone else. Customer service is also slower now, taking a day or longer to respond, and when they finally did reply about my situation it was clear they didn't carefully read my message. The switch to USPS shipping hasn't helped either since it's less reliable and takes longer than before. There are plenty of other online eyeglass retailers out there, so you'd think they'd be improving service, but they're actually going in the opposite direction.

Something has really changed with this company over the past year. As a customer for about 8 years, I've always had great experiences until recently. Their customer service quality and overall quality control have taken a major nosedive. My last order included two pairs where one was completely wrong and had cloudy lenses that weren't mine. Support takes forever to respond too, and when they did reply about my issue, it was clear they hadn't actually read what I wrote. They switched to USPS for shipping which is really unreliable and slower than what I used to get. With so many other places to buy glasses online these days, I'm surprised they're not trying harder to keep customers. Instead things keep getting worse.

For a second time now they've missed their delivery window and given me the exact same explanation both times. Nobody informed me that the quality inspection supposedly caused the holdup. When I reached out about moving up in the queue, the rep I spoke with wasn't willing to help and refused to transfer me to a supervisor. Honestly, I've gotten friendlier treatment from companies way less established.

My order is now late for the second time and the reasons they keep giving me are making no sense. They didn't let me know upfront that the quality check supposedly failed, which caused the shipping delay. I tried asking one of their team members to expedite things or connect me with their supervisor, but he basically brushed me off. It's frustrating because I've seen better support handled at way less professional companies.

This is my second time dealing with a delayed delivery and it's completely unacceptable. They claim quality inspection is the issue but never bothered to inform me about it upfront. When I called to discuss getting my order prioritized, the representative on the phone showed zero interest in helping and wouldn't even connect me with management. I've gotten better support from way less professional places.

Orders are constantly messed up. This company has zero quality control. Absolutely ridiculous.

I've been going to the King Street location in Alexandria for about 5 years and it's been fantastic. Just got my new frames delivered and went in to have them fitted by Diana, who did an amazing job. The whole experience was exceptional from start to finish. The gentleman who checked me in was friendly and made sure everyone was being helped in order, which was refreshing to see since some people tried to skip ahead. Diana was clearly invested in her work and made sure my frames were perfectly adjusted. Shopping online is convenient, but this in-store experience is what keeps me coming back to them. Diana and the whole team deserve credit for the great service.

The location on King Street in Alexandria has been my go-to spot for years now. Just picked up my new frames that arrived in the mail and came in to have them fitted. Diana adjusted them for me and did an excellent job - you could tell she really cared about getting it right. The staff member at the door was welcoming too, got me checked in smoothly, and made sure people waited their turn fairly even when someone tried cutting in line. That kind of service and professionalism is exactly why I keep going back to them.

I had lost my glasses while swimming and showed up at the SoNo Collection location pretty upset about it. The staff member there, especially Shawn, was incredibly patient and compassionate with me even as I was having a breakdown in the store. He didn't judge me for getting emotional, and he actually worked through my options with genuine care. This was my first experience at a Warby Parker store and it completely exceeded my expectations. The warmth and understanding he showed made such a difficult situation feel manageable. Can't thank him enough.