Warby Parker Garden State Plaza — Attraction in Paramus

Update: As of Wednesday, May 21st, no one has reached out from Warby Parker despite replying to this review. I reached out to them with my contact information and have yet to hear anything.

I don't typically write reviews because as someone who works in a retail job, I know how crazy some customers can be. That being said, I have to share my abysmal experience at this location.

I walked in this morning to schedule an eye exam. I was told that the wait would be an hour and 15 minutes, and that the cost would be $130 (rather than the $95 listed on the website because this location uses retinal imaging). This didn't pass the sniff test and I left to do a little homework.

After downloading the Warby Parker app, I was able to book an appointment with only a 20 minute wait. I then called the 800 number and asked what the cost would be for the appointment so that I could be sure I am being charged the correct amount when I returned. The agent informed me that retinal imaging was extra and that an appointment without the use of it would be $95.

When I returned to the location, I checked in to the appointment and was told again that the cost is $130 due to the retinal imaging. I asked if that was required and the person checking me in said "no" and that the cost would be $95. I signed the waivers and went in for an exam.

The optometrist (opthamologist?), Dr. Estacio was absolutely incredible and conducted a thorough eye exam where he clearly explained my prescription, and how my eyes were different from the last time I had an exam. He even recommended a good lash cleanser. He was the sole example of what I imagine Warby Parker is aiming for - and he is not even affiliated with the organization.

When it was time to leave, the total was $95 and I went to pay with a gift card that I had received from a relative. This relative has been pushing me to get an eye exam and update my prescription. When they were at this location and purchased the gift card in the first place, it was communicated to them that I would be able to use the gift card for the exam and glasses. Because of this, they bought the highest possible amount - $295.

It turns out that gift cards cannot be used to pay for eye exams at all. I paid for the exam myself and left with an awful taste from the entire experience. The gift card will make a nice gift for someone else in the future because while I have been a customer of theirs since 2016, I don't see myself getting another pair of Warby Parker glasses again.

I guess the customer experience has finally caught up to the incredibly low price of...

I went in to the Warby Parker Store at GSP, and was immediately greeted and got helped right away. I had an older frame "Mitchell" that I purchased about 4 years ago at this Warby Parker store, but the lens had a protective film that was peeling and requested to just purchase replacement lens for my frame. The nice lady went back to check on my frame and found that this frame was no longer available and therefore lens could not be replaced, and that my glasses were no longer under warranty, but she checked that she can offer a $60 discount on the newer frames available; I looked around a bit the the frames I was interested in was between $75 to $145, so I felt this was pretty decent, but when I realized I forgot my HSA debit card for medical purchases, I told her I would be back in about an hour to go back home to get this. She then said i will relay the discount to the other reps in the store. I came back and another person helped me, Gerard, and I told him about the lady offering $60, and he nodded yes. I gave him my prescription and he then recommended a few frames with sun-glass clip-ons, and in like 15 minutes later, with measurements taken by another rep, he followed the recommendations from my prescription and mentioned the $60 discount applied, and I was done. Pretty nice experience, and was tempted to buy another frame, because there were others in the store Iiked. Also the cost was so much reasonable then other places that I had previously been to. So very happy with...

The store associates here are very passive aggressive. For example, the associate in front of the store “greeted” us with, “why are you here?”... not “how can we help you today” or “what brings you to our store today”. I thought it strange, but maybe it was just the way it was phrased. So, we entered the store and tried to dismiss the sllight rudeness in the tone.

Oh boy, were we wrong about the rudeness being accidental... We entered the store, hoping someone would help us, but the associates there actually ended up ignoring us.

It was getting so absurd, so we eventually asked someone up front for some help instead. Shockingly, she seemed almost annoyed by us asking her for some assistance? Her attitude and the lack of interest she had in us was so shocking, I couldn’t make of the situation until after I had left the store. It was BEYOND unprofessional and rude.

Like many others have said, this was especially frustrating because people who came AFTER us were greeted sincerely and asked if they needed help.

Coincidentally, all the people getting helped there were white, and we were the only Asian customers there. This made us feel so ostracized and quite frankly, it was embarrassing. The situation was so bad, it made us think whether the underlying reason we were treated so poorly was discriminatory in nature.

It sure felt like it.

I will be contacting Warby Parker directly about this store’s conduct after posting...