Update: Since posting this review, I returned to pick up my kids glasses and had a much better experience. I was assisted by a different employee who was incredibly kind, professional, and empathetic. She took the time to listen to my concerns, validated my experience, and acknowledged why I had been so frustrated. That level of understanding made a significant difference. While my initial experience should not have happened, I want to recognize the excellent customer service I received during this visit. I was very disappointed with my recent experience at Warby Parker. When I picked up both of my children’s glasses, I was informed that the pupillary distance/optical center measurements had not been included when the glasses were ordered, which meant both pairs had to be remade. The employee who explained this to me was the same person who assisted us when we originally ordered the glasses. She even told me that, because both of my children have strong prescriptions, these measurements absolutely should have been taken. Naturally, I asked why they weren’t. Instead of answering my question or acknowledging what had happened, she repeatedly said she didn’t know why the measurements weren’t there and that they should have been. I wasn’t looking to assign blame, I was simply trying to understand how this happened and how it would be prevented in the future. Unfortunately, I felt like my concerns were dismissed, and I was met with defensiveness rather than accountability or empathy. What made the experience even more frustrating was that I was then asked to take home the incorrectly made glasses for my children to wear until the replacements arrived. I was not comfortable with that. If the glasses were made incorrectly because essential measurements were missing, I don’t believe my children should be expected to wear them, even temporarily. I declined and chose to have them continue wearing their current glasses until the new pairs are ready. I understand that mistakes happen, but I expect honesty, accountability, and professional customer service when they do. An acknowledgment of the error, a sincere apology, and reassurance that it would be corrected would have gone a long way. Instead, I left feeling frustrated by both the mistake and the way it was handled.
