Warby Parker South Congress — Local services in Austin

FOLLOW UP ON CUSTOMER SERVICE RESPONSE

And it just got worse as I did contact them via email, per the cut and paste meaningless reply to my review. Emailing Customer Service resulted in an initial reply from Amanda, nothing else, of disbelief on their part and requested my date of birth, and zip code to check my insurance. Pointless. So, I provided the info they requested wondering what would happen. Next was an email from Christian, nothing else. He cheerfully informed me in detail everything my insurance covered. Useless. I know that. He then instructed me how to book an appointment online. So now I've gotten 2 replies from 2 different "people", both missing the point of my original complaint. I replied to his nonsense and received my next email from "TJ..and I'm a Supervisor with the Customer Experience Team..". who again dropped the ball. Keep in mind that at no point did i ever inquire, ask or hint at compensation from them. But TJ said "While I completely agree that you deserve some form of compensation...". Who is she agreeing with? Not me, I never mentioned compensation, nor did I even want that. The level of their incompetence is stunning. And good old TJ never replied to my answer to her, great supervising skills! I would not be surprised if they use AI to answer complaints. But that would be an insult to AI. I booked an appointment online for 10:30am today. I had previously called Warby Parker and had my insurance verified. Upon arriving I gave my insurance card to a woman with large black glasses and she told me they didn't take my insurance. I told her I had verified my insurance with Warby Parker days earlier. She made no effort to double check whatever verification method she used. None. She seemed quite skeptical when I told her I had verified my coverage and told me that I could pay out of pocket, that was it. Upon arriving home I again called my insurance AND Warby Parker and my insurance was verified, once again, by both. Good job, WB, S. Congress!!! I was the only customer in your empty store and you turned away a paying customer.

And the phone number listed doesn't actually connect to the store, so not possible to talk to the...

Staff was rude, unprofessional (snarky), and unhelpful. Unless Warby Parker does something to make this right, I would be more likely to seek out whoever their direct competitor is for my optical needs. Management is more than welcome to reschout. I had two people with me who witnessed this stain of a Warby Parker employee.

1. I schedule an appointment online.
2. Their intake form and other preappoiment action items were completed for the appointment.
3. I arrived at the store 15 minites prior to the appointment.
4. The store was closed, so I called. Nobody answered. Lights were off, door was locked.
5. The store stated they didn’t open until 15 minutes after my appointment was scheduled.
6. I went to get coffee and returned to the store as a friend arrived to help pick some frames out.
7. We stood outside the store 10 minutes before the opened, but 5 minutes after the appointment started.
8. At the time the store opened, an employee unlocked the door and out the sign out on the street.
9. We walked into the store. The employeed made mention of a no-call-no-show for 9:45. I responded that I had a 9:45, but they were closed.
10. The employee made a snarky comment about how usually their customers knock and how my friend was standing outside, on-time. I was told I would need to reschedule.
11. I left, not to return.
12. After I had left, they then cancelled my appointment and sent me an email.

I had two people with me. Both agreed the employee was rude and unprofessional. Both mentioned how the lights were off and tge doors were locked. No instruction was ever received regarding the appointment being before...

Moved this down from 3 to 1 based on the RIDICULOUSLY ANNOYING TEXT SUPPORT likely run out of some other country. But ridiculous and painful enough that I just blocked the number.

I booked the $85 eyeglass exam advertised on their website. Once we discussed contact lenses, the fee jumped to $140 because a contact lens exam is separate and more expensive. Then, without clear explanation, my visit was classified as a “specialized exam,” which raised it to $170. On top of that, I was billed $35 for a “digital retina scan” that wasn’t presented as optional and didn’t benefit me directly.

They told me to come back in 45 minutes for contact lens training, so I extended parking and grabbed lunch nearby on South Congress (not cheap). When I returned, they admitted they didn’t have the lenses in stock after all — meaning I’d need to schedule yet another visit. That would require me to take more time off, pay for parking again, and in essence push my $300 first-visit cost to at least $350, if not more.

In the end, I skipped the follow-up, went home, and just ordered my $500 (yikes) glasses online with my updated prescription that basically coated me more than $300 and hours of wasted time.

The staff were kind and apologetic, but the unclear pricing, stacked charges, and wasted time made the whole experience feel frustrating...