My first visit to the Headquarters was on Sept. 22 to adjust a new pair of glasses I received in the mail. When I walked in, I was warmly greeted and assisted by Migdalia, who is truly a shining gem of a person! We went through the frame adjustment, but then she noticed how the lenses were protruding out of the lenses space and expressed concern about my eye safety. I began to explain my misunderstanding of how I put the order through and with how strong my prescription is, that I forgot how it was going to ultimately turn out.
Migdalia suggested that I could change out the frames and choose a non-metal option that would ultimately take care of all the features that I wanted. I showed her the kind of style I usually go for and she went above and beyond to not only find ones similar to the ones I already own but also ones that could be potential trend-setters for a new look. However, because I was so dedicated to the frames that I originally picked out, I did not want to choose something that I was not 100% comfortable with.
I felt like I was between a rock and a hard place, knowing that I needed to change frames but not having anything to choose from…the solution? Migdalia positively expressed that the journey doesn’t have to end at the physical location, but to search on the Warby Parker website and see the options online! Not only could I choose from hundreds of frames but there are certain ones that are exclusively available online, that I could add them to a “Favorites” page and compare looks! She also assured me that this would be an easy exchange and walked me through those steps so that I understood the choices I would be making when I found something later. I left the store feeling confident and inspired to see what else Warby Parker had to offer.
It only took the train ride home that day to find something on the website that I instantly loved! (“Burke” – an online exclusive) After going through every pair of glasses on the page, I went back to HQ and completed the exchange order with Migdalia, as she gave me her full assurance that my fears would be solved entirely. Weeks later, I was able to pick up the glasses at the HQ and excitedly show them off to her and finally feel the sense of relief that everything turned out exactly how she said it would! She was able to turn a standard customer interaction of exchanging glasses, an action that people could take for granted nowadays, into an experience that I will never forget. Her patience with me and my “overthinking” brain, her attention to detail, knowledge in her field and her overall passion of the Warby Parker brand have been one of the best memories I am truly happy to share here and anyone else who would read along!
Thank you so much, Warby Parker HQ, for having true experts like Migdalia, Jorge, Julius, Nichole, Nia and anyone else I may have missed on my trips back and forth these past few weeks! If anyone is looking for glasses, contacts, high-quality customer service, look no further than the Warby Parker HQ in SoHo, NYC!
Response from Warby Parker
November 13, 2025
We are so glad you had a great shopping experience! We hope to see you again soon.
