Buckhead

Sara did an outstanding job helping me find my new frames. She was outstanding with her customer service and product knowledge!

An important lesson on how to read the room. When a customer comes in and has a problem with there glasses and you tell them that they'll have to wait and cannot leave their glasses, that in itself is understandable. A bit peculiar, as a lot of optical stores will take glasses and then of course, call you later when they are repaired or adjusted. Let me say, I like my Warby Parker glasses and they have a fantastic selection. However, here's where it gets interesting. They are in the streets of Buckhead, which in itself presents a problem for parking if you're getting to the store and trying to get something done before they lock the door at 6:00. I walked in, had my glasses in hand needing to be tightened. I mentioned that I needed to park my car that was out in front with the hazards on as i quickly wanted to run in, hand them the glasses and then go park. I'd hoped that they could do that in the 10-minute span of me finding a parking spot, paying for it, and then running back up to the store. Instead, here's what happened. I was told that I would need to take the glasses, go park my car, and come back; they would lock the door in 5 min, which negates the whole solution of me parking to return to a locked door. I raced over there in traffic to arrive before they closed, it took a few attempts for the representative to grasp the concept of what I was trying to achieve. So, in going with their narrative, I ask her if they would open up the door and tighten the glasses if I park the car and hurry back with the glasses. I was then asked by the other representative how she could help me. What!? I then explained a second time that I needed the glasses tightened and that I would have to go park my car and then come back. I was then told the store was closing, as if wasn't already aware of this. Then comes the verbal back and forth, when had enough of this frustration and felt I was not being by 2 people, I left the store. I think both Representatives could clearly see that I was getting agitated with the situation as. Understandable when you you are not offered a resolution, and you feel like you're going in circles trying to explain what you need. Essentially, not being proactive to try to help the client in front of them. No sense of taking ownership of the problem, no understanding of what I had explained I needed, and no work around resolution to make it a win-win. They failed on every level of customer service and the attitude that ensued with it even though it was slightly passive-aggressive was not appreciated. I however, expressed that I was not happy about the situation and how it was being handled, so I left. I also mentioned that I would be happy to write this review and so I'm making good on my word.

From the time we walked in the store until the time we left, they were friendly, helpful, and made sure to let us know the process and timing. GREAT experience.

Love my new Warby sunglasses! Sarah and Jason were the best at Warby Buckhead and made sure I had the perfect style and fit. Glasses came quickly and the prescription was just correct. Ready for spring!!

I purchased a pair of glasses from the Buckhead store in Atlanta recently. The entire staff was welcoming, patient and knowledgeable. They made the entire process a pleasure. They were also able to file my insurance, and that is a huge help. I want to recognize Sarah, Jason, Michelle and Ayesha for their professionalism.