Warby Parker Walnut St. Reviews Summary

Customer Service

Pros:

• "Everyone was so welcoming and friendly especially Tressa and James."
• "The optician, is incredible. So friendly and relatable and obviously tries hard to get to know every patient."
• "Azari was extremely friendly, helpful and efficient."
• "The people were very helpful and was very patient with my poor English."
• "The team is so energetic and warm - a complete 180 from other eye doctors I've seen in the area."
• "Everyone in the store in beautiful In appearance, how they provide service independently of one another as well as how they flow as a team, everyone had such beautiful spirits."
• "The staff greeted me with kindness and thoughtfulness that truly made me feel welcome."

Cons:

• "It's severely frustrating to be provided with a local store's phone number (via the Warby Parker website) to realize that it cannot actually connect you to the store."
• "If you have an advanced issue, go somewhere else. They will waste your time."
• "I had an awful experience with this Warby Parker."
• "The customer service representative, Laura was plain racist to my son and she refused to give him her name."
• "Never in my life have I felt so unimportant in a customer service setting."
• "I want to like it here. I visited this location 3 times and each time I was ignored."
• "The other frustrating thing to note is that the staff let me wait around for 30 minutes before telling me they were going to refuse me service."

Product Quality

Pros:

• "They also have the widest selection of frames that I found anywhere."
• "Solid quality for price paid."
• "The selection of frames is vast to say the least. Unlike most other stores, there were no out of date styles here."
• "Love their frames, but their lens quality has decreased recently."
• "Their glasses are so stylish, comfortable, and affordable."
• "Glasses collection is great and fits and suits everyone."
• "And of course their glasses selection is spot on."

Cons:

• "The metal frames literally feel like $6 pharmacy frames."
• "Love their frames, but their lens quality has decreased recently."
• "I'm disappointed because after 1.5 years of owning a pair of Warby Parker glasses, my pair has already scratched."
• "The plastic outer-frame cracked and lenses popped out after just 3 months on my current pair."
• "I love the frames but by far, these are the worst lens I have ever had. Within like a month of wearing the glasses I noticed the large amount of scratches."
• "The frames ordered for me by the salesperson at this location had arms that were way too long and they kept sliding down my nose."
• "I always have issues with their products."

Shopping Experience

Pros:

• "It was a totally enjoyable experience from start to finish."
• "The store is well laid out and makes shopping for glasses brilliantly convenient."
• "What a pleasant experience in a really clean, open showroom."
• "The store is clean, welcoming and well-maintained."
• "I got the try on kit, loved it! So fun and easy."
• "Ordering my try-on kit via the app was so easy I thought I did something wrong."
• "It's a gorgeous store to wander through and see what your options are."

Cons:

• "When I attempted to use my insurance and pay the copay I was told that my card was declined due to insufficient funds, which I knew wasn’t the case."
• "I have tried to contact them several times and no one in the general Warby Parker customer service department will connect me or provide me with any logical reasoning as to why I cannot talk to them directly."
• "I was talked into the $20 extra for expediting them and my friend did not. Would you believe that my friend received their glass a week later and I have yet even get an email?!"
• "Wasted 16 bucks on their new 'anti-fog' lense cleaning solution. They promised that it would reduce the fogging when wearing a mask. It doesn't work... AT ALL."
• "I've now been battling with the delivery company (VEHO) for 72 hours. My glasses have been 'out for delivery' with an expected delivery of 10:30am Wednesday, April 26th. It is now 6pm on Friday."
• "They said they only have a 5 minute window of lateness."
• "Didn’t hear back from them. Called the next day the lady in the beginning told me she will request that the walnut store to give me a call."

Value and Policy

Pros:

• "They no longer full new prescription but give u $30 off a new pair plus charge $60 for the new prescription."
• "I LOVE the fact that a pair of glasses is given to someone in need for every pair purchased."
• "Their email communication was super effective & efficient."
• "The customer service i will give A+. I recently went in to have my glasses repaired and they gave me new frames free of charge."
• "Great branding (From a marketing stand point), great customer service, great quality, & amazing turn around time."
• "They have a wide variety of frames and the selection is unlimited!!"
• "Their replacement lens policy is simply $50.00 off the total cost of a new pair."

Cons:

• "They no longer full new prescription but give u $30 off a new pair plus charge $60 for the new prescription."
• "Price of progressive lenses is getting prohibitive."
• "Do not like that WP will no longer make new lenses for your older WP frames."
• "But if it is true what one WP sales assistant told me then all the home try ons will be 'recycled' after returning them. Means thrown away."
• "I will never order a pair of glasses from here again...they were missing the prescription on the right lens, for both glasses."
• "I've been a customer for over a decade and since they've updated their policies they've failed me at every turn."
• "Then next year I won't be able to get a new prescription."