Great Doctors, Disastrous Customer Service!!
The optometrists at Warby Parker are great — no complaints there. But the customer service? Absolutely awful. This has been one of the most frustrating, drawn-out experiences I’ve ever had with a company.
After my exam, I specifically requested a 90-day supply of contact lenses. I’ve ordered this before, and it’s even in my history. But the staff ordered a 30-day supply instead. I didn’t notice until the wrong order arrived — I had trusted them based on previous smooth experiences.
I used $150 of my insurance coverage on that order. When I called customer service, the rep admitted their mistake and told me to return the contacts. Only after they received the return would the exchange be processed. I asked why they couldn’t begin the replacement once USPS showed the return in transit (like most companies do). I was told, “It’s policy.” So they made the mistake, and I was stuck waiting.
Later, I checked my account and saw that the same rep who told me to return the lenses had already added an exchange to my cart the same day — but she entered the wrong prescription. I assumed it was just waiting to be processed, but when I finally looked closer, I saw her error. I had to correct it myself to avoid getting the wrong lenses again.
I returned the original contacts in early September. USPS showed they were delivered on Sept. 14. But by Sept. 24, my Warby Parker account still listed the return as “pending.” No exchange. No refund. No update.
When I tried placing the corrected order, I was told my insurance coverage was used up — because Warby Parker never updated my return in the system. I called again, and the rep said I had to call my insurance company myself to have the $150 reinstated. Again — their mistake, yet I had to fix it.
I also asked what they could do to make up for all the delays. The rep told me she’d ask a supervisor about sending temporary lenses, and even said “we usually do this for customer satisfaction.” Seemed reasonable. But then I got an email saying it was against their policy. So was I lied to, or is the company just that inconsistent?
Eventually, I handled the insurance issue myself. But I still hadn’t received a refund for what I paid out of pocket. I called again — and was told a supervisor had to review the situation to determine if a refund should even be issued. Even though the return had already been confirmed in their system.
Why is a refund even up for discussion when the product was returned? Why is the customer left doing all the work when the mistake was 100% theirs?
I had to push hard just to get confirmation that my refund was finally processing. At that point, I had completely lost trust in their system.
The doctors are excellent, but Warby Parker’s customer service is disorganized, slow, and takes no accountability. It took over a month, multiple calls, follow-ups, fixing my own prescription, contacting insurance myself, and chasing a refund — all because of their error.
I won’t be returning. If you value your time and sanity, think twice before relying on Warby Parker for anything beyond an eye exam.
Response from Warby Parker
September 29, 2025
We are incredibly sorry to hear about your experience, Sally. This is not the level of service we aim to provide, and we will absolutely pass your feedback along to our team. If you would like to discuss your experience further, please reach out to us at reviews@warbyparker.com
