Came in to purchase new frames about a week ago, it was seamlessly. I came back on August 7th, 2024 because I needed an adjustment, my frames were not aligned and a bit crooked at the bridge.
Coming a long way from work, I expected some expertise in this area. As I entered the store, the two associates hung around the counter. I walked up to them, stood behind them for about a few minutes assuming they were busy. One was working with a customer, the other was just hanging back. I asked if they can assist me, and they just threw me on a non-existent wait list. I waited about 10-15 minutes for the “optician” to assist with my adjustment. He apparently was “the only one.” He begun adjusting my frames and I mentioned it was crooked from the initial purchase. He did his little adjustment bending it with his hands and what not. Took about a minute or so, tried them on and the crookedness was improved. I left the store, but as I left the store I noticed my frames kept sliding down my face and the crookedness still existed.
I went back and waited another 10-15 minutes on this non-existent wait list and complained to this “optician” that he made my frames worse than before. He had tattoos and long-hair, I do not know his name, but he was being passive aggressive. The other workers were just hanging around doing nothing while I was waiting for assistance. I get that it’s near closing hour, but don’t make your store hours until 7pm if you aren’t going to work until at-least 6:30pm. I spent a hour at this store for mediocre adjustments, you can do better at an optical store near you. They adjusted my frames again, but it still does not feel great, or comfortable. I wasted a hour of my time here, and I am going to bring these frames to a nearby retail store for my own adjustments.
Moral of the story: Sure, come in and try their frames in person, place an order, but DO NOT come here for adjustments, and DO NOT work with these rude fellows. I wish I got their names because their work attitudes are unacceptable. They have to go out the door.
Response from Warby Parker
August 09, 2024
We are incredibly sorry to hear about your experience, Brandon. 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