Just wanted to share my recent Warby Parker customer service experience. I went into our local store to get a new pair of glasses because it's that time of year, annual RX check and insurance benefit use. While there I asked them to make a few adjustments to my older Warby Parker glasses as lately they have been sliding down my nose more than I would like. The in store technician made some adjustments to the frame and had to use the heat gun to do so. Well, it appears that while doing so she accidentally let the heat get to one edge of the right lens and there is now a blurry spot on the lens just at the edge of the frame. It's not in my regular field of vision, but in the right peripheral. I didn't even notice it really until later in the day after we had left the store.
So, the next day, I called the main Warby Parker line and explained to the national customer service rep who answered the phone what had happened. With no questions asked, she apologized for what had occurred and immediately processed a new replacement pair of glasses to be sent to me. Now, keep in mind, this is an older pair of glasses I purchased from Warby Parker over a year ago.
I must say I am blown away by the incredible customer service. Admittedly, I didn't see this happen, I can't prove that the worker did the damage, but that is the only possibly explanation I have as the blurry spot wasn't there previously and it is there now. It's not a scratch and it is not something on the lens that can be cleaned as we have repeatedly tried to do so. I fully expected to be told the glasses were out of warranty or to have to "prove" in some way that the damage did occur in the store. There was none of that. I am really impressed and will certainly continue to both purchase from them and recommend their products to others.