I have been seeing the same eye-care practitioner for approximately 20 years, and I have always been extremely satisfied with both the practitioner and the staff. I only decided to visit Warby Parker because my mother recently had her first experience there and spoke very highly of the service and the selection of frames. Although I was hesitant to leave the provider I have trusted for so many years, I decided to give Warby Parker a try based on her recommendation. Unfortunately, my experience was extremely disappointing and, quite frankly, disturbing. I am a business owner of two businesses, and if any of my employees made a customer feel the way I was made to feel that day, I would consider the behavior completely unacceptable and would take immediate corrective action up to termination. During my visit, I felt that I was treated dismissively and that the staff was unwilling to assist me, particularly when I was attempting to contact my insurance company. At one point, I observed members of the staff huddling together and speaking among themselves while I was sitting there trying to resolve the insurance issue. The overall manner in which I was treated made me feel uncomfortable, unwelcome, and, ultimately, discriminated against. The behavior of the young man who took me inside and the young woman behind the counter, whom I understood to be the supervisor that morning, was particularly concerning to me. Rather than making an effort to assist me or de-escalate the situation, I felt that their demeanor contributed to the discomfort I was experiencing. What was even more disturbing was that the doctor who performed my eye examination subsequently came out and appeared to participate in the conversation among the staff rather than addressing or stopping what I perceived to be unprofessional behavior. I want to be very clear: no customer should ever feel as though an entire staff is holding a conference about them while they are sitting there. Whether that was the staff's intention or not, that is how the situation came across to me, and the experience left me feeling humiliated and disrespected. I am also a subject-matter expert in body language and am highly attentive to nonverbal communication. I am confident in my assessment of the interactions and behavior I witnessed that day. I am not making this complaint casually, nor am I someone who is generally dissatisfied with customer service. In fact, I came to your location with a positive impression based largely on my mother's recommendation. I would appreciate having this matter taken seriously and investigated by management. I would also like to know what steps will be taken to address the conduct I experienced and to ensure that other customers are not made to feel similarly. I came to Warby Parker expecting the same positive experience my mother received. Instead, I left feeling disrespected, dismissed, and uncomfortable. That is not the standard of customer service I expect from a company I am considering doing business with. I look forward to receiving a response from someone in management regarding this matter.
