I’ve been a Warby Parker customer since before they had retail stores, and the service has always been excellent- until this visit. I came in for a minor adjustment on glasses I’d purchased a week earlier, and was helped by a sales associate who was excellent but an optician helped with measurements for where the lenses fit. The opticians attitude was noticeably different, both times. When I explained I needed an adjustment, he questioned why I hadn’t chosen the wide frame size, which felt like he was suggesting my glasses didn’t fit right. They did. I just needed a small tweak. He had me try on the wides but didn’t offer a mirror, so I couldn’t even evaluate them and just handed them back. He also skipped cleaning my glasses before returning them, which every other Warby location has done for me. The whole interaction felt rushed, like he wanted me out the door. To be clear, once the adjustments were made, my glasses fit great. This was an isolated experience with one employee, not a reflection of the brand overall- but disappointing given how consistently great my past visits have been.
