Warby Parker -Arsenal Yard

Friendly staff that did a good job managing a busy store. Unfortunately, I came in to get my new glasses adjusted, and it did not go well. The optician got the fit good enough to comfortably wear the frames, but when I got home, I noticed scratches and crazing on the lenses near where the frames were heated for the adjustment (either side of the bridge). I received my glasses in the mail the day prior, so I know this damage was new. Luckily, Warby Parker customer service is sending me a replacement pair under their scratch warranty. If I had been outside that warranty window, I’m not sure how it would have played out. Obviously disappointing that I have to wait another 7-14 days to get my glasses.

I had an eye exam at Warby Parker with Dr. Lui, and the experience was excellent from start to finish. I’m 22 and new in town and genuinely couldn’t have asked for a better experience. The space was clean and welcoming, and the entire staff was friendly, professional, and attentive. Dr. Lui explained everything clearly and made the exam feel easy and comfortable. The team also went above and beyond helping me choose the perfect glasses! I felt genuinely cared for and supported throughout my visit. Highly recommend if you’re looking for great service and a stress-free eye care experience. It was also super easy to book my appointment, and they even offer to ship your glasses directly to you! Highly recommend!!

I stopped in to get a screw(which I had with me) put back to the arm of my glasses. I was told they could not help me because I hadn’t bought my glasses there (I had made the purchase via internet). They have lost my future business—as I will need new glasses this Fall. FYI—the employees at the store in CH were very nice, pleasant and welcoming and they tightened my glasses once a couple of years ago. Although not as convenient, I would get glasses from them in a heartbeat!

Exceptional experience. Felt very welcome by professional staff. Dr. Liu explained the process and my prescription in an easy-to-understand manner. Gerald, who helped me pick out and purchase frames, was helpful and able to answer all of my questions with ease.

I am extremely disappointed with my experience with Warby Parker. Approximately one year ago, I purchased a pair of prescription glasses from Warby Parker. Within just a few months, I noticed a small stress crack developing in the upper right corner of one lens. A short time later, an identical crack appeared in the same location on the opposite side. Over the course of the year, these cracks continued to spread, multiply, and become increasingly noticeable. I take good care of my glasses and have never subjected them to unusual impact or abuse. The fact that multiple cracks developed in similar locations strongly suggests either a manufacturing defect in the lenses or an issue with how the lenses were fitted into the frame. Today, I returned to the Warby Parker store in Watertown, MA where I purchased the glasses, hoping the company would stand behind its product. Instead, I was told there was nothing they could do because the lens warranty only lasts six months and that my only option was to purchase a new pair. What disappointed me most was not just the product failure, but the complete lack of customer support. A premium eyewear company should be concerned when lenses develop multiple stress cracks under normal use, regardless of whether the problem appears one month after the warranty expires or six months after. Standing behind your product is a reflection of how much you value your customers. I expected better quality, better durability, and better customer service. Instead, I was left with defective lenses and a recommendation to spend more money. Based on this experience, I cannot recommend Warby Parker and will be taking my business elsewhere in the future.