Warby Parker Aventura Mall — Local services in Aventura

I have had a very disappointing experience with both my order and the customer service team at Warby Parker. It's been almost three weeks since I placed my order, and I’ve faced several issues along the way.

First, the sales associate mistakenly ordered the wrong glasses. While I understand that mistakes happen, I immediately called customer service to correct the issue. I explained that since the error was not mine but the company’s, I would appreciate expedited shipping, especially because I do not have a spare pair of glasses, and my vision is awful. Instead of offering expedited shipping, the customer service agent simply noted the issue on my account. Despite my request, the corrected order still took a week to ship.

Now, there is a delay with USPS, and my package has been “moving” between locations in Miami for the past six days. The same update shows up every day with a refreshed date. The order was supposed to arrive a week ago. Im starting to think the package has been lost. While I understand this delay is out of Warby Parker's control, it could have been avoided if my order had been expedited in the first place.

On Saturday, I contacted customer service again, and the agent promised to escalate the issue with the shipping department and provide me with updates. However, after not hearing back, I called today, only to find out there was no note on my account and the new agent told me I would just have to wait and see.

This experience has been incredibly frustrating, and I am disappointed with the lack of follow-through and support. I would strongly recommend better training for your employees. This experience has made me want to never...

I was there this past Saturday for my annual exam. I have vision insurance and therefore only have to pay my copayment. Well I was told that Warby is going thru a transition and that I had to pay for my full vision exam and then process my reimbursement thru my insurance. I asked 2 employees are you sure I won’t have any issues they are like no you won’t. I asked again have you had any issues with other clients having problems with getting their reimbursement back they said no. Ok I payed 85 for my vision exam I call my insurance to do the process and they tell me that I can’t get my full reimbursement because that doctor doesn’t take my insurance and that’s something I wasn’t told on Saturday If they would had told me that I wouldn’t had gotten my exam done. They said yes your insurance covers it but you have to do this process. They are lying to the clients to get their sale for the day but giving inaccurate information. Very unprofessional from their part. This is my 3rd year going to Warby and have also recommended to family and friends. After this bad experience I certainly will not be recommending them. Why would you lie to your customers and say you won’t have any issues processing the claim. Then the ones vistes are us on loosing money and not able to...

I purchased two pairs of glasses online, which was a pleasantly easy. However, both pair did not fit quite like they normally would being fitted in the store, but I was fairly happy with them. Then I noticed them slipping down the bridge of my nose and I was having trouble reading items close up.

I just left the WP store in Aventura Mall (FL) and I am BLOWN away by the attention and service I received. I was immediately greeted warmly by Kiran Golding. He apologized for my challenges with the fit, which was wholly unnecessary, but nice of him to do so. I can recall a number of times where I truly deserved an apology from other retail businesses, but none was ever forthcoming.

Kiran was exceptionally knowledgeable about the business, its products, services, and their customer centric service model. In no time, I had two perfectly fitted pairs of glasses, and I could read every line on the testing card with exceptional clarity.

I have already recommended Warby Parker to a couple of friends, but now the company will be my go to I exam and eye fashion store, and I will remain ultra confident every time I recommend them to anyone else. Kudos Warby...