This one hurts because I and my family have purchased a lot of Warby Parker glasses over the years, with several delightful experiences with the optometrist in Gaithersburg. But today, I had an appointment at Pike & Rose and when I arrived, explained to the lovely lady at the desk that I needed to get a replacement lens in my existing, one-year-old (still for sale on the shelf) Warby Parker glasses, and then return in a few weeks for new glasses with another updated prescription, as per an eye surgeon's recommendation post-procedure. She went back and talked to the doctor twice and then came back to me and reported what the doctor said (which was "Warby doesn't replace lenses anymore"), and it felt like buying a used car at a shoddy dealership. "Let me go talk to my manager." Why the doctor, with whom I had an appointment at that time, couldn't come out and speak with me is a mystery. Back and forth, and the answer was I'd have to buy two pairs of glasses three weeks from each other. Because Warby Parker doesn't replace lenses, even if you'd happily settle for clear demo lenses, and the Great and Powerful Oz never steps out from behind the curtain. Zero effort to help, figure out what might help, or even have a conversation. Customer, be gone. So I did.
Really a shame. There is nothing special about my pair of Maeves that would make getting a new lens even remotely difficult--make it, ship it, pop it in. And there was nothing about the way this mystery doctor treated me that's remotely OK--treat the patient! If you need anything but cheap, simple glasses, this isn't your optician. And if your situation changes after that (or you, like scratch a lens), you're beyond what Warby Parker and this particular store can do. Because Warby Parker, contrary to what they say, isn't about your eye health. They're about selling glasses, as frequently as possible no matter what a more qualified physician prescribes. Period.
(Adding: I went to another doctor at a store that rhymes with Benslafters the day after this WP experience. Explained what my surgeon said to the receptionist. The doctor had a concern, came out to talk to me directly, listened to me, and said "Well, if you can't see, we need to find a way to help you." And then DID--and the answer wasn't needing to buy two pairs of glasses in a month. What a revelation.)
Response from Warby Parker
February 23, 2024
We are very sorry to hear about your experience, Kim. We completely understand why this was a frustrating experience, and we are actively working towards improving our lens replacement policy to better assist our customers in situations like yours. We apologize again that our team was not able to better assist you during your visit, but we would love to follow up and help from here. Reach out to us at social@warbyparker.com so we can connect further.