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Warby Parker App Complaints & User Negative Comments 2024
Warby Parker app received 42 complaints, negative comments and reviews by users. Have you ever had a bad experience using Warby Parker? Can you share your negative thoughts about warby parker?
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Warby Parker for Negative User Reviews
✓ Corte Madera store Manager not interested in customer experienceI took my glasses by the Corte Madera store for adjustment. My experience in that store was so different from my experience in your other stores. I was greeted by a nice enough young man who appeared to be a newbie. I told him what I needed and he said that he would get someone to help. All the while the store manager was on a conference call behind the counter. After 10 minutes and no help, the same young man came up to me and asked if there was something else that I needed. I told him that I had never received help. He apologized and said they were short staffed, then went to check with the store manager. He was still on the call, listening to what the young man said and then acting not only disgusted, but dismissive said to me (as I stood watching him), you can come back here, but I am on a very important conference call. I was definitely not happy and I am sure that my tone conveyed that as a I said that I had purchased my glasses from WP and just needed an adjustment. He said he knew they were from WP and that I didn’t need to be rude. While he did a fine job with the adjustment, his customer service skills were not stellar. That experience definitely steers me away from that store, and it is such a convenient location..Version: 2.5.6
✓ FrustratingWhile the customer service is excellent, the issues I have had with my glasses are very frustrating. 1. First pair received had a very loose lens that felt like it was going to pop out every time I put them on/ cleaned them. 2. Got a second pair in exchange and I was having trouble with vision. I spoke to a rep and after 2 minutes consulting with an optician, they said the width I had chosen was too large and causing distortion in my vision. While I know I was the one who selected the width at purchase, my issue is that they hauled production and emailed me encouraging the high-index lenses for optimal glasses, but did not say anything about the width being incorrect for my pupillary distance—the only difference of the two was changing to high index was an additional fee of $50. 3. Third pair came the correct size for my vision to improve, but with the same issue as #1–lens is nearly falling out each time I put them on/clean them. I was told they will send me a new one but I do not want to wait another 2 weeks for another pair that might have the same issue. Again, customer service is very helpful and easy to talk to, but this is ridiculous that I have gone through 3 pairs of glasses and they are still not good. This is my last pair through WP.Version: 46.1.0
✓ Incredibly frustratingThe only easy part has been ordering the try at home glasses. Even delivery was wishy washy. I should have known better. I started the process of ordering prescription sunglasses, which, btw, are NOT $95. The commercial is misleading. It’s the next day and I still can’t get them the information they require. I ordered the sunglasses I chose and was never given the option to enter my prescription information. They said I could email it, so I did. Then they had me use the “PD Tool” to measure my pupillary distance. Well, the tool did not work, I tried at least three times and I kept receiving rejection emails. I’m on hold right, trying to talk to someone because now they PD Tool link isn’t active AND I can no longer get into the app. It says “Rate Limit Exceeded”. What does that mean?? Oh and the “chat” option is a joke. I sent a message yesterday afternoon while I was going through all of this and didn’t get a response (which was a scripted response) until this morning! I just sent another message a few minutes ago, and nothing yet. So much for “chatting”. Anyway, I finally get someone on the phone just now and the young lady was very helpful and nice and oh, guess what, she was able to magically read my PD! We are good to go. We’ll see how the rest of the process goes. This is why I I purchase my glasses with my eye doctor. Peace of mind..Version: 1.8.34
✓ CrapWhere is the virtual try-on in the app?.Version: 3.1.9
✓ This has to be a jokeI ordered 6 weeks ago and every time I try to track shipment the date gets farther and farther away, at this point it’s just screwing with me. This has to be a scam. Where do I go to get my money back. Guess I’ll have to talk to my credit card company..Version: 3.1.8
✓ I had high hopes...This transaction was doomed from the beginning. I got a new progressive prescription because I hate putting on and taking off my glasses all day long. I selected a beautiful pair of glasses and they arrived just as the pandemic hit. They were painful and gave me a horrible headache. I called customer service and they said I would need an in-store adjustment. No stores would be open for quite a while. No problem, they said. After storing them for nearly two months, I called customer service to ask which location would be available for the adjustment. Tampa. A 45 minute drive in the pouring rain. I had asked if I needed an appointment. Not a problem! Walk right in, they said. We get there within 10 minutes of opening and we were told it was a 40 minute wait. I was told that I could exchange my glasses for another pair if I wanted. No, ma’am. We aren’t accepting exchanges, they said. I paid $345 for these glasses and I just wanted to be done with them. The associates were all kind but woefully out of sync with one another. Finally, the senior of the staff at the Tampa location took the glasses and issued a credit back to my card. I wanted to love Warby Parker. Really, I did. I tried on about 30 pairs virtually during quarantine so I would be prepared for the day I could get glasses that both fit and worked. This experience left a terrible taste in my mouth. We will be going back to my optometrist’s office for my progressives..Version: 2.9.6
✓ Jury is still out.The process seems simple enough, however I found the measurements for pupillary distance to be inconsistent. It took several attempts to find a measurement that I could duplicate two or three times. I have no confirmation that they have my actual prescription since the app will not confirm it has mine. Lots of room for improvement. I might award more stars, however I will wait until I have received the finished product..Version: 17.0.0
✓ Hard to navigateI signed up for warby parker to be able to easily view photos of myself with glasses on before ordering. For some reason this wasn’t done as an initial step and I was even asked to enter credit card information before uploading a photo to determine if the frames looked good on me. For this reason I became frustrated trying to figure out the website and app and decided to delete my account and the application. One easy sale lost..Version: 3.1.8
✓ 3 weeks no order receivedI placed an order through Warby Parker close to 3 weeks ago. After my first order I received a notification about 5 days later that my order was shipped along with tracking information. After paying for expedited shipping I realized the shipment wasn’t on its way. Concurrently, Warby Parker sent me an email indicating they don’t see the package information and it may be “lost” they immediately placed a new order anticipating the package may never get to me. I contacted UPS they said the company simply printed a shipping label and no package was actually dropped at UPS which is extremely deceptive on Warby Parker’s end. I then contacted them because my order was to arrive tomorrow and I didn’t see tracking info and explained I needed my glasses ASAP and 3 weeks is absurd they went ahead and started a refund but that doesn’t exactly resolve my issue I have no glasses and they apparently made them twice! So why not just send them it’s all because they were dishonest since my first order they didn’t get it right or on time and it’s all been at the expense of my time. Customers beware! Track your shipments and check with UPS their lack of accountability for failing to get my glasses completed in a timely fashion is outrageous to add insult to injury they tried blaming UPS but they couldn’t the second time and resorted to issuing a refund and again I have nothing 3 weeks later but some interest charges on my credit card!.Version: 2.3.2
✓ Honest reviewMy family have been a customer of Warby Parker Westfield branch for years. I always feel Westfield employees are welcoming, helpful and you never feels rushed . When a new branch opened up at Menlo Mall i was happy because its only 15 minutes away from me instead of Westfield which takes me almost 30 minutes. When i entered the place i wax greeted and assisted very well. I was in and out 30 minutes. When i got my eyeglasses i went back to have it fitted because it was too loose. The lady i guess who is in charge of adjustments was just so much in a rush that i told her what i wanted for the fit and she has to tell me next time to get another kind of glasses so I don’t have a problem on the nose area. Mind you she was there when i went first day to choose my eyeglasses. I told her it was too tight gave it back to her and came back too loose. Gave it back to her and came back and i said perfect and then she just turned away. She didn’t even wipe my glasses with all her fingerprints on it. Mind you in Westfield they even spray and clean before trying them on again and again. I didn’t feel the kind of customer service they give in Westfield branch. Such a shame that a mall branch is like that. And she is the most important person because the fitting of glasses is very important..Version: 46.1.0
✓ Doesn’t work in CanadaTried signing up for it, but it will only let me enter numbers for a Canadian Postal Code. We use letters and numbers here..Version: 1.8.15
✓ Undecided on this whole experienceI was looking forward to WP, especially because I am an online fanatic with shopping...love the convenience of it. They have been around for awhile now, so I figured on their end, they would be pros with their delivery system, etc. First time I ordered the “5,” it got lost and after a week and a half, I arranged for another set. (The first set then showed up shortly after the second.) I was kind of shocked they weren’t doing overnight/2day shipping, because when people need their glasses, they need their glasses! I didn’t find my perfect match, so I followed the directions and sent them back. I continually got emails saying they were waiting for them to be shipped back. I finally called to verify everything had been returned. Against my better judgment, I did order another five. Once again, took almost two weeks to get them. Then, I received an email saying they had been delivered (they had not), and finally, after three-four days, they showed. I have now ordered them, so I will see if this is all worth it. I definitely wouldn’t say they are less expensive. And, not any faster, that’s for sure. I will give them a star for convenience and one for style. Fingers crossed the script is right when I get my completed glasses back!.Version: 1.8.11
✓ No glassesSlick and effective website and good pricing…if you ever get your glasses. I ordered 2 pair (one regular and one sunglasses) almost 3 months ago. Received the sunglasses. Still waiting for the regular glasses. Apparently shipped but never received. Customer service was responsive and helpful and offered to send another pair, which also never arrived. So maybe they need to tighten up their shipping. I’m unhappy as I need new glasses, paid for them, and still don’t have them. Take your chances..Version: 42.0.0
✓ UX needs some helpFilling out shipping address during the checkout process got stuck. After I filled in my info I tapped continue. When nothing happened and no message appeared telling me something was incomplete I looked over my info and realized my phone number was incomplete. I fixed my phone number and tapped continue...still nothing happened and no error message. I tapped the back arrow and tried checking out again and none of my information was saved. This is frustrating. I made it through filling out address and payment, then got to the cart review screen. It appeared my cart had only on pair of glasses in it - it should have had five. There was a single pair of glasses pictured, and no list of items in my order. More frustration. I tapped the back arrows again to make sure I had 5 pairs of glasses selected. I did. I tried checking out again. And again, none of my info was saved. In frustration I entered my info again. I got back to the review order page and tried swiping the picture of the frames. This worked, I was able to see each frame after swiping several times. With an app experience like this I’m interested to see how the rest of my experience ordering my prescription goes with a company that is trying to make this process easy and convenient..Version: 2.2.2
✓ Just the websiteThis app is just the website. They say you can try on glasses virtually, but if you can, I couldn’t find that feature..Version: 33.2.0
✓ Can’t change your prescriptionUpon trying to update my prescription I was not able to edit or update my prescription. Love the product but the UX needs more flexibility..Version: 23.0.0
✓ Wonderful branding, hollow packagingI really tried to get into the online glasses world. Was let down repeatedly through delays, sincere customer service reps with no follow up. Would love to just get my glasses!.Version: 3.1.9
✓ Excuse the glitch every timeNot useful.Version: 29.0.0
✓ Didn’t Work Out For MeSadly, I can’t give a good review. First, Warby Parker couldn’t get ahold of my prescription from my doctor for some reason and weeks passed until they emailed to tell me that. I emailed my doctor and received my prescription the same day. Forwarded that to Warby Parker...more weeks passed and did not hear from them. I emailed them only to be told they never received the prescription from me due to “changing systems.” I emailed it again, then received my glasses shortly after (months after starting the process). Excited after waiting so long, I put the glasses on only to find out I could not see out of them. Felt like I was looking through a fish lens, and they were blurry all around the edge of the lens. I called and was told to go to a Warby Parker store. I went and had someone adjust the frames and check the prescription. I was told the prescription was correct and maybe I needed to get “used to them.” I wore them for days to really give it a try and the truth is something is simply wrong, I cannot see clearly out of them. I am out the money and hoping my eye doctor can fix the lenses because I really do like the frames. The people I worked with through Warby Parker we’re kind, hence the 2 stars. However, this process was not smooth, not easy, and I’m left with glasses that are useless sitting in a drawer..Version: 3.1.1
✓ Not as advertisedSite does not allow try ons as advertised..Version: 3.2.1
✓ Mix UpThis was my first experience with Warby Parker and I had heard about it through friends. I thought the process of completing the “test” and getting a variety of frames was great, as I am one who gets overwhelmed with too many choices. I selected 5 frames for my home try on, received them quickly, and selected a frame that I really liked. When I purchased my glasses and received them in the mail, I was disappointed to find that the pair I had received was not the pair I had tried on and loved, and it appeared that the bag my try on frames must have been mis-labeled. I went back to my profile to try to determine which lenses I had tried on and loved, and called to exchange my glasses for the correct pair. I was able to narrow down my frame from my 5 try-on pairs, and called customer service, who was very helpful in coordinating the exchange. My replacement frames arrived, and I was again disappointed to see that once again, these were not the original frames I had tried on and loved. I will keep the current pair I received because I am tired of the exchange process, and can only assume that the pair I loved was placed in my try-on box by mistake, mislabeled, and therefor not showing up on my profile. I am hesitant to try this process again because of this mix up..Version: 2.5.5
✓ Won’t take Canadian postal codesWhen paying with Apple Pay it won’t take Canadian postal codes. It says the postal code is too short.Version: 3.1.7
✓ Apps good. Glasses super cheap.Had to send them back. They were squeaking and the lenses were not fitting in the frame. Embarrassing product..Version: 7.0.0
✓ Just waiting….Been waiting 2 weeks without an estimated delivery. I got a notice saying my glasses have been shipped, but not really? I can’t track my shipment, no info shows up. Is it shipped? Is it not?.Version: 6.0.0
✓ PD is not accurateIt’s a good tool but isn’t great. If you have an astigmatism do NOT use this as you won’t be getting the proper measurements. It’s not even that cheap either. Stock lenses. Cheap but over priced frames. Go to a licensed optician.Version: 23.0.0
✓ Riddled with bugsVersion 2.3.1 - favorites gone - can’t make new favorites (click on heart, it turns red, 2 seconds later it’s white again) - can’t use Apple Pay (it thinks my Postal Code is too short) - when I tried using my credit card, the order failed with a “something happened, please try again later” error message What’s not to like? - when I continued trying to purchase this on my laptop (MacOS using Safari) I was able to use Apple Pay. It took the payment but then said I needed to upload a prescription WHEN I ALREADY HAVE CURRENT PRESCRIPTIONS ON FILE FROM A PREVIOUS ORDER - had to connect the order with my prescription by phone.Version: 2.3.1
✓ Don’t seem sturdyIs it possible for glasses to stretch out? Because that is what feels has happened. The glasses were great, but over time, the arms seem to have weakened and the glasses fall down my face. I love the style, thought..Version: 3.2.5
✓ Terrible.Setting up account doesn’t work.Version: 3.1.6
✓ Customer ServiceVery disappointed with the process so far. Ordered glasses a few weeks ago. Checked on status only to find out order had not been processed because more information was required. I have no record of any contact regarding this missing information. If this was the case, and I hadn’t responded in a reasonable amount of time, it would have been helpful if they had made more of an effort to contact me to gather this information. Very frustrated..Version: 4.0.0
✓ Never again. Buy your glasses somewhere else.Still haven’t gotten a single pair of glasses. Ordered mine on April 3rd - they said it shipped but the shipping company still hasn’t received the package. Customers service decided to send me a new pair...? Why not just ensure my package gets to the shipping company? Now I’m waiting again it’s been over a week since they’re “working on” that second pair of glasses and the first one still hasn’t made it to the shipping company. This isn’t like a pair of jeans. I need to be able to see. My job and life depend on that. I should have just went with a local optometrist. Never again will I buy from here. Nearly $600 wasted..Version: 3.2.3
✓ Lengthy deliveryPlaced an order with Warby Parker, from time of ordering almost a month has passed. No tracking information to say what is going on. I have reached out to them and have had no response. Will not be purchasing with them again!.Version: 3.1.9
✓ CWhy can I not virtually try on the frames? I was so excited about that part & the only option I have is to put the frame in my cart. Please fix this so that Canadians can also have a great shopping experience..Version: 3.1.9
✓ Disappointed and dissatisfiedThe product has been fine and I’ve ordered glasses from them before. My review is based on my experience with their customer service. I ordered two pairs of glasses and was supposed to get the multiple pair discount. Someone canceled my original order when I agreed to updated to the higher index lenses. I emailed them in regards to the discount and I was told I cancelled the order and they were re-done separately. However, I could still get the discount. I re- priced the two on the app and sent the screen shot of what it comes out to on the app for both pairs with the updated lenses. I have gone back and forth with them multiple times both on text and email because they kept refunding me random amounts that were not the correct amount of the discount. Multiple emails regarding the correct amount and each time they gave me a little bit more but not the correct amount. I was then told that the amount reflected on the website was incorrect and they would not honor it and they were sorry for the multiple mistakes on their end. I checked today and the second pair I ordered was completely cancelled and nowhere to be found in my history. I’m extremely disappointed and dissatisfied as this was a simple mistake that could’ve been handled right from the start and not have to escalate. The glasses themselves have always been fine and I’ve never had an issue with them before..Version: 3.1.1
✓ TerribleNo idea how to use the virtual try on function Terrible site.Version: 12.1.0
✓ Terrible experience!!!It is not worth the hassle to deal with this company. They make it sound so easy and then instantly send an email saying you need all these extras and an eye exam to get your prescription updated before they will issue your glasses. I have a perfectly valid prescription from a reputable eye exam place and they wouldn’t accept it. I said they can confirm with the optometrist as all of the info was on the prescription. They said it’s not their job to do that and will need to call Warby Parker to make an appointment and to get this issue resolved. So I cancel the order all together and keep in mind this is within an hour of placing the order and the accessories I have order to go with my new glasses have all magically shipped immediately so they cannot cancel this part of the order. So they still make a sale even though they won’t issue my glasses without me spending a bunch of extra money. What a scam!!!! Stay away from this company!!.Version: 45.0.0
✓ Couldn’t help with styleWhen you order a box of try on frames, there’s a number in which you can text photos to get personalized style assistance. All of my frames looked hideous on me, mostly due to my incredibly narrow face (I ordered all narrow or extra narrow frames.) While the person who replied to my text was kind and helpful and I gave 5 stars to, the only style advice I got was (paraphrase) “visit your local store.” Which, for my location, involves a two hour round trip drive in the hellscape of Austin traffic and a parking situation that would make even CBD vapers break down in frustration and cry in their cars. Not exactly what the mail-in try before you buy customer wants to deal with. I gave that rep a 5/5 because he responded to my humor and probably took a look at my face and realized there’s nothing he could offer me. So he gets full credit. Warby Parker, however, failed this rep and this customer. While I do have an unusually narrow face (an actually quite pretty one, I might add) it would seem like a frames maker of this caliber could be more helpful in treating what I’ll call “special cases.” Especially as it’s fairly well documented that eyes set close together equals more attractiveness. I’m 40, so I’m not tooting my own horn, but I’m advocating for all the “woke” (?) generation of cool people who also have narrow face syndrome. Help them! Help me find stylish reading glasses!.Version: 23.0.0
✓ Can’t purchase anythingIf I try to use Apple Pay it thinks my postal code is too short (??) and if I try to use my credit card it just repeatedly shows a “whoops something went wrong try again later” message.Version: 2.3.1
✓ Poor communicationI had heard good things about Warby Parker and ordered using the app on December 30th. First order was “lost at customs”. Re-order on January 16 started the process over. I’ve been variously told my glasses have left the lab for a final quality check, then told were on their way, and the latest is that they are still at the lab. Staff using text chat are courteous but are either ill informed or instructed to give incorrect information. They should change their service standard of 8-11 working days to something more realistic so as to better manage client expectations. I still have no clue if, or when, I will receive the glasses I ordered..Version: 3.1.8
✓ TrackingIt is very hard to track the glasses once they are shipped. Very disappointed..Version: 10.0.0
✓ Horrible ExperienceWhile the app is slick, and the concept is great, execution was horrific. Glasses arrived after almost a month vs 10 days and when I tried them on the prescription was incorrect. My right eye is -0.5 and they send me a right lens with -5. When I called they were pleasant enough but made no attempts to apologize or right the situation just sent me a return label as per my request. Not sure if I would have reordered from them, however it seems like a missed opportunity on their part to at least try. And as a side note as I’m trying to send my review it won’t do it without a nickname - the first three nicknames I’ve entered have been taken - let’s see if number four works. Lol nope apparently ‘So Very Annoyed’ has also been taken..Version: 3.1.7
✓ Virtual Try On Not Actually Included & Home Try On Doesn’t Have All StylesAs someone whose supported Warby Parker for many years, I’m very disappointed that the app does Virtual Try On for people who have the more recent iPhones/phones, when it should be catering to people everyone, no matter how old your phone is. Ironically the Virtual Try On is supposed to help people who either don’t have a store nearby or cannot really afford to invest in the new styles every season, so trying on a couple of pairs to see what you can invest in for the long run is more practical. It still irks me that the Home Try On doesn’t include all the styles, since they exclude the newest collections from being tried on. How do you expect me or anyone to want to purchase the new collection when I can’t even try it? What about busy people who can make that investment in new styles every season who can’t make that time to get to a store every so often? The app isn’t as amazing as just using the site, since the only incentive is just the Virtual Try On, so if you have an older iPhone/phone, don’t download the app. Save your space for something actually worth the download. I used to refer Warby Parker to everyone because of the Virtual Try On, but this app, was not worth telling anyone about. Really disappointed..Version: 2.9.1
✓ App needs a lot of work..The virtual try on is nice. Ordering the glasses I wanted to try on was a breeze. And the glasses themselves are great I love their glasses/sunglasses. BUT app needs a lot of work. When you place an order you can track it under your “orders” and you can see it has been shipped. Once shipped you get 5 business days for trial. Why isn’t there any updates past “shipped” status or any countdown? “Congrats order is delivered! you have X amount of days before you need to return”.. “if you would like an extra day to decide, click here” Also, there should be a button in my order to officially buy a new pair from the package of my trial. But no, instead you have to go back and search all over again for the pair you like.. then add what size you like. Which in my opinion leaves room for error. There should be a button under each pair so you can add it right to your cart to buy. Maybe even an option to say no I don’t like this pair so that the app can help you find more pairs that go with your specific style. These are just my suggestions on how to improve the app and make it more user friendly. Honestly, shocked these ideas aren’t already implemented. Overall, app needs a lot of work to become more user friendly..Version: 22.0.0
🙂 Warby Parker Positive Reviews
Warby Parker works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact Warby Parker.
⛔ Warby Parker Problems
