Warby Parker Shops at Farmington Valley — Attraction in Canton

UPDATE: I’m updating this post to 4 stars after receiving the glasses, finally, due to quality and the pleasant experience in the store. I purchased frames that were a little more expensive I think $195 instead of the popular $95 option they have. Feel pretty solid. Holding back one star due to the shipping delay. This would not have been an issue if you underpromise and over deliver. * I was excited to see a physical location locally and while the staff in the store is friendly and helpful, the rest of the process for me has been extremely frustrating. (I tried on in store but ordered on their website.) It seems the stellar customer service stops once you actually place an order. I paid for expedited shipping 4-6 days. When I realized the glasses I ordered were still in production, I called customer service to see what was going on. They assured me that the glasses were actually complete and about to get kicked over to shipping. A day or two later, I received an email saying that there was a delay in production. I called in again as clearly the customer service rep lied. This time around I was told that the glasses were close to being finished and the rep offered to follow up with me and keep me updated. Forward two days, an email arrives from the 2nd rep as promised but again telling me that the glasses are still not complete. I am now day 9 ( not including weekends) in on an order that I paid extra for to get in 4-6 days. To boot, they are unable to actually commit to and provide a completion date. Very disappointing experience with Warby Parker...

The Assistant Manager, Desiree Carter, was super helpful, knowledgeable, efficient and friendly. I entered the store with a minor repair on my warby frames, and she handled this so quickly with ease. I'm so happy this location opened up and you have a great employee, Desiree, that deserves some kudos! I will be recommending to my friends and family and will be back again soon.

UPDATE!! Returned last Friday to find my next pair of glasses, Dominic helped me and he was so knowledgeable, kind and efficient. As a returning customer, my information was already in the system making this transaction very smooth and quick without feeling rushed. I was so happy when I left and told it would take up to 14 days. Today, Tuesday, not even 2 business days later, they are here at my door and I live them!! I'll be back next week with my husband to get his next pair! Thank you once again for providing a pretty much flawless experience! See you soon!

ANOTHER UPDATE:

Visited the store again today, November 2025, and yet again had an amazing flawless experience, this time with Daniel. He was super knowledgeable and...

0- Star Review

I'm really disappointed with my recent (and first) experience at Warby Parker. I was told my glasses would arrive at the store within 10 days, but they were apparently shipped to an entirely different state. When I asked for help, no one could tell me exactly where they were — they just handed me a tracking number and left it at that.

I spoke to the store manager hoping for some kind of explanation or at least an apology, but I received neither. The lack of accountability and customer care is really frustrating, especially for a company that markets itself on service and convenience. I expected better.

Ps- That said, I do want to recognize Desiree. She helped me pick out my glasses and processed my order. She was patient, friendly, and genuinely helpful. It’s unfortunate that the service after that point didn’t match the level of care I experienced at...