Downtown Crown

Unacceptable Treatment Over ‘Old’ Glasses – 2-Year-Old Frames Broken in Store I had a very upsetting experience at this Warby Parker location. I came in to have my glasses adjusted. They were slightly bent because I had stepped on them, but they were still usable with no real problems. The optician who helped me seemed annoyed from the beginning. He immediately applied a lot of force to the left side of my glasses, then told me they were “broken.” When I disagreed and asked him to show me, he pointed to a small split and kept handling them roughly, making it worse. Then, without warning, he snapped the right side of the frame — the side that had nothing wrong with it. After that, he threw my glasses on the counter and walked away, telling the manager to “solve this problem.” The manager told me that my glasses is OLD (2 years) and because I had stepped on them earlier, the glasses were already broken. That was not true — I had still been wearing them before I came in. She said I would have to pay for new ones. When I refused and she said they don’t do repairs in store, then accused me of being a fraud. Finally, she told me she would give me a new pair but would “write it into my profile,” which felt threatening and very unprofessional. I told her I don’t need a new pair, just stick the leg back on. I refused to accept a free new pair. I felt humiliated and disrespected. When my husband arrived, her attitude immediately changed, and she repeated that they would give me new glasses. By then, I no longer cared about the replacement — I just wanted an apology for how I was treated. This glasses was very meaningful to me, since they were a gift from my mom right before she was diagnosed with cancer. What I experienced in this store was not only careless handling of my property, but also a complete lack of respect and empathy. Finally, I left with my broken glasses, and I could’t see anything. It’s hard to imagine if I was alone, how can I drive?

Excellent service and professional staff. Quick service.

The customer experience was pleasant as I was acknowledged on entering the office. I was escorted to the pre-check area and the Attendant explained the pre-tests that would be done before consulting with the Doctor professionally at each pahase.

Very friendly and helpful staff. Great selection and service. No pressure to buy high end lenses. Highly recommended.

Great service, nice store, overall great experience.

excellent customer service

I am writing to praise the ophthalmologist-in-training named Romey or RJ at the Warby Parker Downtown Crown in Gaithersburg, MD. I went in today with my ten-year old daughter and he actually remembered us from our first visit almost a year ago. He was so attentive and kind to my very shy child and the fact we had seen him previously made the visit extra special. He really gave customer service with a heart, and I want to let everyone know that he's just doing a great job! We will be back and we hope to see him every single time!

I was able to get exactly what I needed and was greeted at the door as soon as I walked in. The staff was patient with me and helped me through the entire process of picking out my new glasses. Can’t wait until the come!

From the comprehensive eye exam to the patient and helpful advice and guidance from Romey in picking out my frames, my experience at the Warby Parker in Downtown Crown was wonderful. Romey was especially incredible in helping me with what frames to get. He was beyond patient with my indecisiveness and gave me honest feedback which I so appreciated.

Conveniently located and professional eye care team. Friendly & knowledgeable from start to finish. I like that there are so many frame options and that prices are low. I don't like paying for a designer name,I just want good looking frames that suit my face and style. I NEED glasses so I get all of the features that make them comfortable without the huge cost. Even without insurance I paid less at Warby Parker than my former eye professional that "accepted" my insurance. Thank you for a great experience!

The location and the service are top notch at this establishment! From my checking in, to my eye appointment and from my purchase, staff members were very friendly, helpful and knowledgeable. The selection of eye ware is great and the store itself is very clean and orderly.

This is an extraordinary example of excellent products and highly competent, helpful customer service. The optometrist who examined my eyes was thorough, answered all my questions, offered valuable advice. And purchasing glasses was easy; lots of choices, no pressure, no problem navigating my insurance. I will go back again, confident that I can trust the Warby Parker folks to be there for me when I need them.

Everyone was so nice and helpful! I wish I remembered their names so I could properly shout them out! I’ve been wearing the same style of glasses for about 10 years, so when I walked into the store I thought I had a very specific idea of what I wanted. Every staff member listened to all of my criteria and offered suggestions that would best fit what I was looking for—color, shape, frame thickness, etc. I must have tried on almost every single pair in the store! I never felt rushed at all which was so nice! I can be super picky—but if I’m going to look at myself every day with a pair of glasses I want to love them. I ended up picking a pair totallyyyy out of my comfort zone, and I’m not sure I would have if I didn’t have the space to try them all on as I had. And I love them!! Warby Parker has SO many options which I loved! Thank yall so much!

extremely rude staff

CJ did an amazing job! Romolio was so helpful, too!

It was my first time using WARBY PARKER for my eyeglasses. The staff was friendly and efficient, and I will definitely continue to go there for my eyewear needs!

Be aware that there is no way to contact the store directly. So if you are asked to follow up with the Dr as I was there's no real way to get in touch directly other than walking in. Your other option is to call their call center and leave messages for the store to return. This makes it extremely difficult to discuss your contacts fit or needs.

Excellent service!!

Drove here over an hour away for an exam, parking here is super hard. Came in about 7 mins late. Front desk went to ask the doctor and they came back and said they have only a five min buffer. They had only one customer there. Told me I had to reschedule. I’m sorry but I’m a congested area with limited close parking five minutes is absolutely ridiculous and inappropriate way to run a business.

Warby Parker offers far better service and prices that other leading brands, and even after trying on frames in another store, I came back to Warby Parker for my purchase because I liked their frame designs better.