Warby Parker Walnut St. — Local services in Philadelphia

The only reason if l wanna give this warby parker’s branch a 5 star is BECAUSE of Mahogany. I had a TERRIBLE experience. I’ve been a costumer of Warby Parker since 2019 and never experienced any problem at all until i became a costumer for this Branch. The eye Dr doesn’t know how to do an eye test. Went there the first time and l knew that my eye prescription was wrong. How can my eye become better when i can literally feel that they are getting worse. The sphere was wrong the cylinder was wrong everything in that eye prescription was ALL WRONG!!! Got my glasses 3 weeks later. I felt completely dizzy the moment l wore them. Each eye had a sphere + cylinder number one eye didn’t have a cylinder number though my eye old one had in both eyes. Went back to warby parker to tell them whats wrong with the eye prescription they told me to come again later and gave me an eye exam appointment withanother eye dr. All of a sudden when l come back a week later for my eye exam l get the same eye dr who doesn’t know how to do an eye exam Dr. Angela Tempesta. So again she does my eye test again and i kept telling her one of my eyes l don’t see there is any difference between the lenses that u just trued she said i have to pick one even if they both has no difference. After that she realized that my sphere got worse and messed up with my cylinder. Kept it for one eye and the other eye doesn’t have a cylinder. There was something wrong. The amazing mahogany was assisting me and cause Dr. Angela Tempesta had another pt she went and asked her and she told Mahogany just to let her try it and if its the same problem we will change it . Informed Mahogany that l don’t have the time to be coming back and forth which l kept doing!!!! Mahogany was so helpful and she wrote in the notes. So l can stop going back and forth to the store!!!. After that got my glasses. Same problem!!!!!!!! Called the store they transferred the call to customer support. Customer support read the notes they weren’t helpful at all!!!!!!!!!!! Requested that walnut store to give me a call. Didn’t hear back from them. Called the next day the lady in the beginning told me she will request that the walnut store to give me a call. And when she heard my story and told her to make sure she writes a note that the store to give me a call back she said she can’t do that!!! So what she was lying from the beginning?

Again literally Warby Parker is LUCKY LUCKY LUCKY AND LUCKY put under lucky a million line. They are lucky to have Mahogany. I was assisted from someone other than mahogany as well but literally she didn’t help me as much as mahogany did. So thank you...

I’ve been a supporter of Warby Parker for years now, but sadly after my last visit I’m unsure if I’ll be back. I was super excited to see the brand offered eye exams and took insurance, but it didn’t go as seamlessly as advertised. Like other reviewers, on my first attempt I arrived 3 minutes first outside of the 5 (yes 5??) minute window after dealing with the parking meter so I had to reschedule, which I wasn’t happy about, but I gave them the benefit of the doubt considering it took 2 weeks to get in and an additional two weeks to get another appointment—I believed the experience would be fast and convenient when it did happen. Oxide The next appointment day finally arrives, and I make it on time. The appointment itself was quick, but when I attempted to use my insurance and pay the copay I was told that my card was declined due to insufficient funds, which I knew wasn’t the case. I called my bank and they confirmed I had the funds, but Warby Parker’s back end system wasn’t sending an amount so they couldn’t approve the transaction. At that point I had to get the sales associate that had been helping me to come back (I assume she believed it was an awkward situation due to lack of funds and closed out the transaction). I asked her to speak to my bank, and she finally understood that this was in fact Warby Parker’s issue not mine.

After several attempts to fix their problem, I offered to go go down the street to get cash out so I could finally just leave, as we were approaching the 1 and a half hour mark. When I returned the same problem happened which took 10 more minutes of trying. Then they said they would just enter it manually. I asked how long that would take, because I’d been continuously adding money to my meter to avoid getting a ticket—it’s advertised as taking 45 minutes. She didn’t respond so I added more time, and then she was done 2 minutes later.

I called customer service to voice my frustration, and they told me they’d get to the bottom of it and call me back. Never happened. I called the next day, and they said they needed my confirmation email, which I also never received. Then the customer service rep said they’d call the location and figure everything out, and two minutes later I received the email (that’s the only reason I gave 2 stars instead of 1). I’m still waiting to hear back to get an explanation for all of this, but I’m guessing that won’t...

First and foremost, the staff at this facility were overall good. Optometrist was helpful and friendly and other staff involved in setting up frames were nice enough. Also, I've shopped here before and received frames without issues. My most recent experience has left me with a $293 charge on my credit card with nothing to show for it for the past month and a half.

Recently, I ordered two frames, one regular and another sunglasses. The former were made well. The sunglasses were not high index despite paying for and choosing this option. I took them back to WP and were told the glasses would be sent back to be remade. Incidentally, they mentioned someone else had a similar issue that they returned their frames for.

They were delivered to the facility 5 days later and supposedly in the process of building frames. There was no change in the status of the glasses for 2 weeks so I reached out for updates and got a salesperson response telling me I would have the sunglasses within an ADDITIONAL 17 calendar days. There is now 3 days left in this time line, over a month since I sent the frames back in and no change in status. I have reached out to them since and I'm mostly getting the run around about how they're waiting for a response from the lab.

The website says there were factory changes shortly after I sent in the sunglasses and for new orders to expect a delay in 3 days, but 4 weeks extra is pretty ridiculous.

If your frames do not get made correctly initially I would recommend to get a refund immediately and not spend more money for them to "fix" the mistake.

EDIT: 6 Days later I have placed a charge back. I called 6 days ago, was told a ticket was placed because lenses were sent to incorrect facility and to expect frames within 7 days.

I called today and was given another run around of how there have been no updates and how tickets get responded within 24 to 48 hours. When I asked the staff why the prior ticket placed in 6 days ago wasn't responded to they could not...