Roosevelt Field

UPDATE: I reached out to the email address provided in the response by the owner and they did the right thing by replacing my mom's glasses for free. And for that, I was grateful. Nevertheless, I wanted to wait a little bit to see how the new lenses held up before updating my review. It's been about a month so far and they've been fine. I've updated my rating to four stars to reflect the prompt effort to remedy our bad experience. Original review: Terrible Experience At Warby Parker Last April, I took my mom to the Warby Parker store at Roosevelt Fields because I had heard good things about the brand and the quality of their glasses. Prior to this, she had always gotten her progressive lenses from Costco because their glasses are great value for the price. But I thought a new pair from Warby Parker would be a step up in quality. (I was wrong.) The service itself was good on our first visit, and we were able to find nice frames that my mom liked and order a pair with her progressive lens prescription. But after having them for only a few months, she noticed two small scratches. So, we went back to the store and to their credit, they honored their no-scratch guarantee and replaced the glasses with a new pair for free. That was last June. And if this was the extent of our experience, it would have been a great one. Sadly, that wasn’t the case. Last month, my mom happened to drop her glasses on the floor and when she picked them up, she noticed large stress cracks on one of the corners. All of the damage was inside the lens as the lens itself was intact. Both my mom and I have been wearing glasses for over 30 years, and something like this has never happened before. I mean we must have dropped all the glasses we’ve ever owned at least a 100 times each and never did they ever cause this kind of stress crack. Once similar cracks started showing up on other corners of the lenses out of the blue (see pics) and without being dropped or otherwise treated roughly, we realized it wasn’t the drop that caused this but the poor quality of the lenses themselves. So, again to the store we went to see if there’s anything they could do. Even after seeing the cracks in person and even conceding that the type of frames (rimless) may have contributed to these internal cracks (something we were never told in advance was a possibility), they refused to do anything except provide a very small discount for a new pair (and I mean so small that it was actually insulting). That means my mom is now stuck with a pair of glasses she’s embarrassed to wear, which she got less than 7 months ago and originally paid $445 for--or nearly double what her last pair of progressives from Costco cost. And those remain crack-free even after three years. Maybe Warby Parker’s regular lenses are better quality. We’ll never know because we’ll never buy from them again. What I can say with absolute certainty is that their progressive lenses are dime store quality. Let my mom’s poor experience be a less to you all. It’ll save you $445.

i had the best experience with my salesperson alicia she is so knowledgeable about her craft! love her would 11/10 would recommend!

Felipe tried to SCAM me. I wanted a pair of sunglasses that was listed at $95. Felipe told me to get them polarized I needed to pay an extra $100. I paid $195, but when I called Warby later the lady told me all of the sunglasses are already polarized. She had no clue why Felipe would charge me extra. The employees in store were generally rude as well. You suck Felipe.

Clean, Spacious, and wide variety of frames to choose from.

Felipe is amazing! I came in for adjustment and he was able to help me right away ! He was so patient and kind, really took care of my concerns! Thanks so much again Felipe

Great staff excellent choices I’m a first time wearer and they helped me all the way👍👍

Very helpful and great customer service. Thank you so much Christian for your help. You are awesome!

Horrible customer service. they steal your property!!!!!!!

Clean, organized and friendly environment in a busy mall! I was able to try on almost every frame without feeling pressure to make a decision right away (so I was able to make a choice I am happy with). The staff was helpful and when I was ready, they were great in providing information and guidance through the fitting/checkout process. It was worth it to bring my prescription and buy my glasses there. Will be back with my husband to upgrade his glasses too!

This place was great! Felipe, the associate helped me with my purchase. He was friendly and knowledgeable!

Went in for contacts, Dr. Patel and staff explained everything thoroughly and was easy to communicate with.

I have been purchasing my eye glasses from Warby Parker since 2012, and I can confidently tell you that I have purchased my last pair. My wife’s experience was nothing short of insulting! We had a scheduled appointment right when the store was opening which we made a point to be early for. Upon check-in, the store associate (Felipe) insisted that the appointment was at 10:25, and it took him showing my wife his screen only to be corrected when she pointed out the 10:05 slot with her name next to it. He then indifferently apologized and had the audacity to say that they let two people in front of her and she could “take it or leave it” because they’re already inside. He obviously has either never worked in retail or needs some SERIOUS Re-training. I will be reaching out to your corporate team as well to report this, and can assure you that No detail regarding Felipe’s behavior will be left unsaid.

The staff never acknowledged us when we walked in—so my friend proceeded to try on glasses in the store. There was cleaning kit at the table, with a cleaning cloth and solution— so I grabbed my other friend’s Warby glasses and cleaned them thinking it was for use at the table. Don’t you know an employee came up with his iPad and rudely said “that’s not for use!” and I said I’m sorry. He made the entire experience so awkward- literally HOVERING over us the entire time as if we were going to do something else. Employee — you could have said “excuse me” or “I’m sorry - that’s not a tester… would you like to see a kit?” before making it awkward for all of us. You seriously need customer service training immediately. My friend was ready to buy a pair of glasses and she walked away lol — it was kinda funny, but NOT FUNNY. Not sure what was up with the staff today— but 0 out 10 for that rude interaction. I’m so glad I wear contact lenses 🤦🏽

experience in the store was exceptional. was so glad to get new pairs that i like without sweating the price. I'll be back every time i want new frames.

Roosevelt Field Mall. Very helpful and Genuine salesperson . Very helpful and knowledgeable. Decent prices. I’d recommend this store to all my good friends. 😇😆

nice place great staff very helpful

Pleasant! However, after getting glasses last week, I went back for another pair, only to find out the price for prescription sunglasses was doubled. I did not purchase any.

Efficient and courteous service.

Place is fantastic. Great prices, the associates here are all incredibly helpful and extremely pleasant. My fiancé and I bought a few pairs of glasses and couldn’t be happier.

I visited this location today to purchase new frames to replace my first pair of Warby Parker glasses, bought about 4 years ago (that is how durable and reliable these glasses are). The sales associate, Chantel, was super friendly and informative. She was able to pull up my info and help me place my order for the glasses I wanted right away. I was in and out of the store within about 15 minutes, super easy. Chantel was really great and she made sure to invite me back to the store if I need any adjustments at all when I receive my glasses. I will definitely be coming back to this location again.