To whom is may concern,
On May 1, 2024, I initiated a transaction with Warby Parker at the Scottsdale Mall, ordering a pair of glasses. Approximately 10 days later, the glasses arrived, but I was dismayed to find that the lenses were loose and the edges were unpolished. Over the next month and a half, I experienced a frustrating series of interactions with customer service, both via phone and email, and made three additional trips to the Scottsdale Mall store. During this time, I reordered two more pairs of glasses, both of which also had unpolished lenses. Despite my persistent efforts, every representative I engaged with provided improper information and failed to resolve my issue at the Warby Parker at Scottsdale Fashion Mall.
My frustration peaked on June 12, during my final visit to the Scottsdale Mall store, when I encountered Chris Clawson, a representative from another Warby Parker store the Scottsdale Quarter location. Unlike previous staff, Chris was thoroughly informed about all relevant memos and policies, including Warby Parker’s decision to stop polishing lenses. She immediately resolved my issue, demonstrating exceptional customer service skills and a deep understanding of the company’s policies.
Chris Clawson’s expertise and dedication have restored my faith in Warby Parker. Her ability to address my concerns effectively has ensured that I remain a loyal customer, which I have been for several years, purchasing numerous regular and sunglasses. Chris’s remarkable customer service made me feel valued and cared for as a customer, which was a stark contrast to my earlier experiences.
Given my ordeal, I strongly advise others to avoid the Warby Parker Scottsdale Mall location until their staff receives proper training in customer service and is up-to-date on current policies. Chris Clawson exemplifies the high standard of service that Warby Parker should strive to maintain across all locations. I urge Warby Parker to recognize and commend Chris Clawson for her outstanding service, as she is a true asset to the company. Without her intervention, I would have likely severed my long-standing relationship with Warby Parker.
Response from Warby Parker
June 13, 2024
Thank you for sharing this review, Rudolph! We are so glad you had an excellent experience with Chris. The interactions prior to working with her are absolutely not the experience we aim to provide, and we would love to follow up and help make things right from here. Please reach out to us at reviews@warbyparker.com so we can connect further!
