Pinnacle Hills

Very unhappy with their responses to email statuses. Our glasses had to be made twice due to extremely poor results on initial pairs, and the 2nd order was “expedited” but over 10 days for delivery one a standard prescription. When I asked for explanation on the delay, I just got a screenshot of the status. Will not go again because of the customer service or lack of.

I am incredibly disappointed with my recent experience at the Rogers location. My husband and I visited to inquire about updating the lenses in a pair of glasses and sunglasses I had purchased from Warby Parker. We were initially told that Warby Parker offers a "$30 credit" to replace lenses with a new prescription. The employee also mentioned a promotion where buying two new pairs would grant a 15% discount per pair, and she suggested this would be cheaper than just replacing the lenses. We asked further questions to clarify, and the employee confirmed that replacing the lenses would essentially involve repurchasing the frames at a slight discount. I showed her both pairs of my frames, and she checked the prices on her iPad. To our surprise, she began stretching the temples (the sides) of my sunglasses multiple times, asking, “How are you wearing these?” When I responded that they fit comfortably, she continued pulling on the sides, which ultimately caused the middle bridge piece to snap in half. Naturally, my husband and I were shocked and asked if a replacement pair was available. The employee casually responded, “Well, you might have already been buying a new pair.” She went in the back, found a replacement frame, and put my old lenses in it. However, she then resumed trying to sell us two new pairs, insisting that we would save more by purchasing new frames instead of just replacing the lenses. It wasn’t until I directly asked for the cost breakdown that she admitted replacing the lenses would actually be cheaper, contrary to her earlier claims. As someone with retail experience, I believe clear and honest communication is crucial, especially when discussing pricing. Repeatedly stating "you’ll save $51" without providing a transparent explanation only added to the confusion. As long-time customers of Warby Parker, we left feeling incredibly frustrated and disappointed. The mishandling of the situation, from the destruction to my glasses to the misleading pricing information, was extremely upsetting. I hope this experience is reviewed, as it was not reflective of the high standards I’ve come to expect from this company. At the very least we expected them to offer to replace the lenses at no charge in the frames their employee broke.

Very helpful. Great service.

I had a great shopping experience at Warby Parker. No pressure. Beautiful frames and great assistance in a short amount of time. Loved it!

Had alot more to offer for prescription lenses and was super friendly and fast with the process of ordering new glasses.