Orchard Town Center

Exceptional service, Friendly people and cost effective

Warby Parker at Orchard Malls is such a great shopping and buying experience. Knowledgeable, friendly and approachable staff. Jen showed me the display options by frame material, lense size and pricing options. Helped me and then didn't hover as I shopped. Zero pressure! Once I narrowed down my choice she walked me through the options for checkout and delivery. I'll return to WP for future needs. Thank you Jen! 😎

Temo was a great help for my entire visit from check in for the eye exam to helping me pick new frames. He’s extremely knowledgeable and friendly!

Very helpful employees and a great selection

Disappointing experience — twice, both online and in-store I really wanted to like Warby Parker. I love their frame selection, and their stores make choosing frames much easier than shopping online. Unfortunately, after ordering twice—once online and once in-store—I’ve been extremely disappointed. My first order was online, and I paid for expedited shipping. As the delivery window approached with no glasses or updates, I called customer service and was only then told that my glasses had failed inspection and needed to be remade. I appreciate the quality control, but there was absolutely no communication about the delay. I was simply given another “up to 10 calendar days” to wait. When the glasses arrived, I gave myself a few weeks to adjust to the progressive lenses, but I still couldn’t see my laptop clearly enough to work. Not trusting another online order, I drove an hour each way to the nearest Warby Parker store. My husband also needed glasses, so we both placed orders. The in-store experience was actually great. The staff was helpful, they double-checked the placement of my pupils in person, and I left feeling confident about my new glasses. I was again given an expedited delivery timeframe. Unfortunately, the same thing happened again. When that timeframe passed with no glasses, I called and was told there had been “no movement” on my order. Apparently, my glasses had been shipped without a tracking number and Warby Parker didn’t know where they were. Their solution was to remake them, meaning I now get to start the waiting process all over again. It has already been 12 days beyond the original timeframe for the in-store order, and I may now be waiting another 2–3 weeks. Between my husband and me, we spent approximately $800. What frustrates me most isn’t that mistakes happen—it’s the repeated delivery promises, lack of proactive communication, and having to chase down information myself each time. Customer service has been very apologetic, and a supervisor did offer us some compensation, which we appreciated. But apologies only go so far when there’s no follow-through, especially when the product I’m waiting for is something I need to see properly while working. I also don’t understand why calling the phone number for the store where I placed my order routes me to general customer service instead of the actual store. Warby Parker has a great selection, and I genuinely liked the in-store shopping experience. Unfortunately, fulfillment and communication have been so unreliable that those positives aren’t enough. I gave them a second chance by ordering in-store after my disappointing online experience and ended up with essentially the same problem again. There are too many other options available. Next time, I’ll take my chances with one of them.