Warby Parker

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Warby Parker

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Warby Parker's key feedback

1

App Checkout Issues

A significant number of users (around 15%) report difficulties completing the checkout process, particularly for the Home Try-On feature, leading to frustration and abandoned purchases.

I can't order the 5 frames to try on at home; after entering all my information, I'm sent to an error screen.

2

Virtual Try-On Problems

Approximately 10% of users experience issues with the virtual try-on feature, which either fails to load or doesn't work as expected, especially on Android devices.

The virtual try-on feature isn't working on my Samsung Galaxy A50.

3

Customer Service Frustrations

Around 12% of users express dissatisfaction with customer service, citing unhelpful interactions and unresolved issues, which negatively impact their overall experience.

Horrendous customer service! I ordered glasses, and the wrong frame color was sent; no one could help me fix it.

4

Shipping Delays

About 8% of users report significant delays in receiving their orders, with some waiting weeks beyond the promised delivery time, causing disappointment and inconvenience.

I ordered on January 8 and was promised delivery within 10 business days, but I'm still waiting over three weeks later.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Zenni Optical
Zenni Optical receives high praise for its affordability and quality, with many users appreciating the wide selection and ease of use. However, some users report issues with the app's functionality and customer service, particularly regarding order processing and prescription accuracy.

#2 RUNNER UP

Warby Parker
Warby Parker garners mixed feedback, with users appreciating the stylish frames and customer service, but many express frustration with app glitches, long shipping times, and issues with the virtual try-on feature. Despite these challenges, the brand's affordability and home try-on program are well-received.

#3 Straggler

EyeBuyDirect
EyeBuyDirect is praised for its competitive pricing and quality, with users enjoying the variety of frames and the virtual try-on feature. However, some users experience issues with order processing and customer service, leading to dissatisfaction with delivery times and product accuracy.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Zenni Optical
#1 Users Choice
Zenni Optical receives high praise for its affordability and quality, with many users appreciating the wide selection and ease of use. However, some users report issues with the app's functionality and customer service, particularly regarding order processing and prescription accuracy.
Warby Parker
#2 Runner-up
Warby Parker garners mixed feedback, with users appreciating the stylish frames and customer service, but many express frustration with app glitches, long shipping times, and issues with the virtual try-on feature. Despite these challenges, the brand's affordability and home try-on program are well-received.
EyeBuyDirect
#3 Straggler
EyeBuyDirect is praised for its competitive pricing and quality, with users enjoying the variety of frames and the virtual try-on feature. However, some users experience issues with order processing and customer service, leading to dissatisfaction with delivery times and product accuracy.

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Nuggets

Major Highlights of the Week

Home Try-On Issues 🏠
The app's Home Try-On feature is difficult to use, with users unable to complete the checkout process. This results in frustration and lost sales opportunities.
I can't order the 5 frames to try on at home; after entering my info, I'm sent to an error screen with no help.
Virtual Try-On Failures 📱
The Virtual Try-On feature is not functioning properly on many devices, particularly Android, leading to user dissatisfaction and app uninstalls.
The virtual try-on feature isn't working on my Samsung Galaxy A50.
Pupillary Distance Tool Missing 👓
The promised Pupillary Distance measurement tool is absent or inaccessible in the app, causing confusion and incomplete orders.
Order requires PD measurement, but the app doesn't have that feature anywhere.
Shipping Delays 🚚
Significant delays in shipping and order processing are causing frustration, with some users waiting weeks beyond the promised delivery time.
I ordered glasses over a month ago and still haven't received them.
Android App Instability 🤖
The Android app is plagued with crashes, sign-in issues, and poor performance, leading to a subpar user experience compared to iOS.
The Android app runs terribly, with constant crashes and sign-in failures.
Customer Service Frustrations 📞
Users experience poor customer service, with unresolved issues and unhelpful support, leading to dissatisfaction and lost customers.
I've spoken with customer service 8 times and still haven't received my glasses.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Home Try-On Issues 🏠
The app's Home Try-On feature is difficult to use, with users unable to complete the checkout process. This results in frustration and lost sales opportunities.
Virtual Try-On Failures 📱
The Virtual Try-On feature is not functioning properly on many devices, particularly Android, leading to user dissatisfaction and app uninstalls.
Pupillary Distance Tool Missing 👓
The promised Pupillary Distance measurement tool is absent or inaccessible in the app, causing confusion and incomplete orders.
Shipping Delays 🚚
Significant delays in shipping and order processing are causing frustration, with some users waiting weeks beyond the promised delivery time.
Android App Instability 🤖
The Android app is plagued with crashes, sign-in issues, and poor performance, leading to a subpar user experience compared to iOS.
Customer Service Frustrations 📞
Users experience poor customer service, with unresolved issues and unhelpful support, leading to dissatisfaction and lost customers.

Quotes of the week

Hear from some of the most impactful users to drive changes

The PD measuring on this app doesn’t work no matter how hard you try and it’s genuinely so frustrating.
ch31$3a
Week of April 9th, 2025
I ordered on January 8 and was promised to have my glasses within 10 business days. By the time I finally got them over three weeks later they were incorrectly made even though the info I provided was correct.
TheMaFugginDavis
Week of April 9th, 2025
The app is near unusable on S24 Ultra. I am constantly being signed out and trying to place orders is impossible. Of course it worked flawlessly on multiple Apple devices. I'd like to fix support for Android, as the website is even worse.
Click Play
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The PD measuring on this app doesn’t work no matter how hard you try and it’s genuinely so frustrating.
Candice Wu
App Store
I ordered on January 8 and was promised to have my glasses within 10 business days. By the time I finally got them over three weeks later they were incorrectly made even though the info I provided was correct.
Kelly Williams
Google Play
The app is near unusable on S24 Ultra. I am constantly being signed out and trying to place orders is impossible. Of course it worked flawlessly on multiple Apple devices. I'd like to fix support for Android, as the website is even worse.
Koray Okumus
Google Play

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