Waverly

They helped me select a frame and spent a lot of time well beyond their closing hours. I appreciate their patience

I have to admit, I don’t ever leave reviews on places, especially negative ones at that. However the experience my husband and I had at this store today needs to be shared because it was disgusting. We walked in with my husbands broken glasses (third time we’ve had to get them repaired by the way because of the screw falling out, but that’s neither here nor there). To the stores credit, we got them fixed quickly, got them refitted for him no issues there, until my husband notice a small gash on the right side of the frame near the lens. This gash was not there prior to the screw being replaced on the glasses. My husband noticed this and said something to me but ultimately was just going to not say anything. We did have to have them adjusted once more because they were still a tad loose. The lady who was working the machine behind the desk, with large black glasses, as she was adjusting them I pointed out the small gash and that it hadn’t been there previously. I asked her to take a look. She proceeded to look at it and I kid you not - told me she didn’t see anything. While she continued adjusting my husbands glasses I asked if it was something that could be buffed out because it hadn’t been there previously. SHE IGNORED ME. I was standing right there, speaking directly to her. So I figured, hey she’s working on this machine maybe she didn’t hear me and I asked her the same question a second time to which she said no it couldn’t. So after she was finished, she proceeded to try and hand the glasses back to me. I said, hey uh- there’s a gash here now and it didn’t have it there before. Like, we need to do something about this? To which she GASLIGHTED me, PRETENDING SHE COULDNT SEE what I was talking about, even after I held them up closer between us. After a few minutes of her telling me she couldn’t see it or feel it (it was really really obvious and she was wearing thick black glasses so I knew there wasn’t anything wrong with her eyes) she proceeded to tell me there was nothing so could do about it and that it was an older pair of glasses and so yeah, sorry. And then she told me that they are older and I think she said they don’t sell them anymore (It’s the Percy pair of glasses by the way, look it up on their website, they still sell it). At this point im fuming because I’ve never been gaslight to my face by someone and don’t understand her deal. So she kept giving me lip service and finally I just okay, is there anyone else I can speak with? And I had to say more than once because she kept talking over me. There was someone who spoke with me - I assume was some sort of person that had a little more authority than her. He “checked” the back and said they didn’t have a brand new pair to replace them with (after looking at them) but he could give us the model out on the floor and replace them. Oh wait - but didn’t this lady just say these glasses were old and they didn’t have any?! I did take the pair on the floor, but I do feel like that could have been lip service, as neither of them were particularly friendly. I’m not sure if the lady in thick black glasses was having a bad day or what, but DAMN. HORRIBLE customer service. And I’ve worked in customer service. She was straight up RUDE. I hope the store manager does something about her and actually takes this post seriously. I shouldn’t have to deal with her messing up the stuff I brought in and then get told there’s nothing she can do. Kind of like if I brought my car into a car repair shop and they damaged my car while in service and then just to get told with attitude that there’s nothing they can do. Shame on you Warby Parker Waverly for letting someone like that work there!

Excellent service!

My sales representative Tanner was fantastic. He was knowledgeable on the styles and quick with the check out process.

Great experience with Jason today at your Waverly (Charlotte) location. . I would definitely recommend.