Union Square

My experience at Warby Parker was completely unacceptable. I found a pair of glasses I liked but needed a narrower size. After asking the associate if they had a medium width, he pointed me to a display model. I tried them on, decided they were what I wanted, and brought them to him. He went to the back, returned several minutes later with a different pair, and started processing the sale. When I asked to try them on before purchasing, I immediately noticed they didn't feel right. I asked if these were the ones I had chosen, and he said yes. But when I compared them side-by-side with the display pair, it was obvious they were not the same — the lenses were noticeably larger and the frame was wider. Only when I pointed this out did he casually admit, without any apology or concern, that the ones he brought out were the wider version — the wrong ones. Instead of checking the system for the correct size, he just shrugged and asked if I wanted the display model. I agreed reluctantly, only to watch him wipe the used, handled-by-everyone display glasses with a cloth and try to sell them to me as “new.” When I asked for a fresh pair, he barely looked up and said they didn’t have any — without even checking inventory. This employee knowingly tried to sell me the wrong glasses, then tried to pass off a dirty, used display model as new. It's not just lazy service — it's deceptive and unhygienic. I walked out without purchasing, and I strongly recommend others be extremely cautious if they choose to shop here. Very disappointing and far below the standards I expected from Warby Parker. UPDATE: I followed up with Warby Parker after my disappointing in-store experience, hoping for a resolution, but unfortunately, nothing came of it. The issue I raised wasn’t addressed, and the company’s response only made me feel more dismissed. This lack of action has completely soured my view of the brand. I had hoped for better customer service and accountability, but instead, I’ve been left even more frustrated. I will not be recommending Warby Parker moving forward.

Great patient services. The associates were very helpful, efficient, and friendly. Highly recommend the Union Square location.

Welcoming, relaxed exam. Thorough and process was explained in detail. Ariel, Kim, and Dr. Liang, all greeted me and attended to me in a professional, knowledgeable manner

I loved the glasses I bought, they were just the kind I was looking for!

AJ and Nikeem are your fellas. Great service and aura

I made my way to the Union Square location with a bit of frustration. I had visited 4 other locations on the east side and in midtown and none were able to fulfill my request. When I walked into the location, I met Madeline, giving me a great eye contact and a warm smile. She gave me hope. She listened to my dilemma and reassured me she would do her best to help me. She made her way to the back of the store, appearing a few minutes later and spoke with her colleague (probably a supervisor?) After a few minutes she approached me and surprised me that my request was granted! I was so greatful! With a tear in my eye I expressed my gratitude. Thankyou Madeline (and her wonderful supervisor). I will spread the word about my experience and look forward to my future with Warby Parker! [Love my Elias frames in blue]!

Ariel, Ariel, Ariel annnnnnd everyone else that worked there. The optician was brilliant. Every employee was courteous offering a seat and help. I miss an appointment and I was rescheduled on the spot. This may very well be the best customer service experience I've had outside of Disney Land

A wonderful experience at an eye doctor friendly staff and doctor who takes her time answer questions and explaining everything. I didn't feel like the doctor was in a rush

I had an appointment for an eye exam and was very excited to get some new glasses. Dr. Liang did my test and was very thorough. Avani spent a lot of time with me helping me pick out frames and was super helpful! Had a great experience at Warby Parker and would definitely go back/recommend!

had a great experience at warby parker. got great help from the saleswomen Avani. would buy from them again

Shoutout to Natalie for recommending my new favorite frames and making getting new glasses fun & hassle-free :)

Warby Parker on Fifth Ave is great. Eye exam was best I have had in years

Nikeem is excellent- very efficient and address my concerns

Nikeem was great. Quick and helpful. Picked out two pairs of reading glasses. In and out in less than 15 mins

I’ve tried on at Warby Parker before but this time I tried online before virtually. Came in with a few choices and a store employee helped me with my choice.

I thoroughly enjoyed my Retail Therapy with Nat & The Gang & 75 Fifth Ave, aka Warby Parker Union Square. Although I started my shopping online, I needed to try on frames to determine proper fit for my face, what they really look like & my personal aesthetic. Because of my vision needs (very nearsighted & astigmatism), Natalie helped me decide on the best lenses to use. The Associates made sure proper measurements were taken to ensure I would see comfortably thru them. Nat & The Union Sq crew did their jobs with flair, energy & without effort!

Super pleased with my eye exam experience at this location. I was met with exceptional customer service at every point of interaction during my appointment and all of my needs were met. The entire process was efficient, the store was clean and organized, and the team members as well as Dr. Chen were very attentive to every single one of my questions. Needless to say, I will definitely be returning here for any future needs!

What an awesome experience! Got two great new pair of glasses and got the most amazing service from Arrielle. Love Warby Parker on 5th Ave!

Friendly, knowledgeable interactions with staff/crew. Effortless process. Attentive from start to finish.

Very professional ,well informed,friendly.