Wilby Optical Inc
855 El Camino Real Suite #103,
Palo Alto, CA

Had a pair of sunglasses with over-bent temples and nose pads. Wilby Optical fixed it instantaneously for an incredible price of $0. Great service, hospitality, and quality. Would recommend them to anyone!

My daughter and I went to the store back in December and picked glasses for her. We purchased transitional lenses and Anti glare, scratch reflective Blue light protection etc. The services we received on that day were great, just like the other times we purchased glasses from this store. My daughter picked the glasses up on January 2nd and left for college in Washington DC the following morning. Shortly after she noticed that the lenses are not transitional lenses and had a glare. She contacted Wilby who advised her to ship them back. January 25th I went to the store to drop off the glasses and solve the issue. The same person, who we bought the glasses from, was in the store, she acknowledged that the lenses were not transitional and said that the lenses would be replaced at no cost to me but I would have to pay for shipping them to DC. I asked her why I should be out any money when the store made the mistake. She replied that the store never pays for shipping. We went back and forth, she insisting that the store never pays for shipping and me trying to explain to her that we should not be responsible for the cost of shipping. I agreed with her that paying for shipping would be ok if I wanted the glasses shipped after purchase but that this situation was different. We picked up the glasses and due to a mistake on the store's side we were out money for shipping. That's when she got snippy. "You want to go that route?" she asked me twice "really, you want to go that route, fine I'll pay for shipping". With that I left the store in disbelief how unnecessary rude things had turned out. There was no apology for our inconvenience, the attitude was that I should be glad because the store would not charge me for the replacement lenses. I emailed the store owner about my unpleasant experience in the hopes that I would get some explanation or apology but I never received a response from the store owner.Over the past 3 years we have purchased multiple glasses from this store but after this experience I am not going to be a returning customer and that over $ 9.45 for the cost of shipping.

Me and my significant other first went to Wilby about 10 years ago and were happy with our service and glasses. Fast forward to a few weeks ago, I took my old frames to Wilby only to have the lens changed out. I had one of eye lens replaced which resulted in 20/20 vision in that eye. There was nothing wrong with my frames that I bought from Wilby 10 or less years ago. I only needed the lenses swapped out due to my surgical eye lens replacement. I brought my frames in the Saturday before the 4th of July week. I explained that I need these glasses back before July 9th because I was flying out of state on July 9th. I was told no worries that gives us plenty of time. I was told the frames would be sent to a lab in Dallas, TX. I called last week to find out where the glasses were and was told they were sent to a lab in Watsonville, CA. I was a bit puzzled but was again assured they would be back before I left town. On a follow up call I was told the glasses were supposedly sent to Wilbly via a "3rd party currier" on July 7th to arrive on July 7th. They did not arrive on July 7th, and they did not arrive on July 8th either. I visited Wilby on July 8th and was told its not their fault, its the "3rd party currier's" fault. I asked of they could ship these glasses to where I was headed out of town and wrote down the address where I would be staying. That's the last I heard from Wilby. I called today at 4:30 PM CA time to check on the status. The call went to voice mail and I left a message to please call me back. Guess what? They never called back. I also think they overcharged me for these lens. $807 for just the non-prescription lens and one prescription lens? I am in Houston now and plan to visit an eyeglass store and see what they charge here for what purchased at Wilby. I think Wilby is a rip off based on what I typed above, and for the fact my significant other has the same frames as me, but he was told by Wilby last year that they can't replace his lens because the frames have a special clip that goes into the lens. Odd how they could replace my lens but not his. ¯\_(ツ)_/¯ Another reason this place is not worthy of my time or business is when on July 8th I was trying to track where my glasses were, they could not give me any information because it's a "3rd party currier". I questioned why can't you call them? Response: They don't work on the weekends. I requested their number to find out where my glasses were but they did not offer me their number. Wilby employee responds..."I guess its time to get some backup glasses". I have backup glasses but my left eye is 20/20 (from surgical lens replacement), those back up glasses do me no good at night because a lens replacement does not improve night vison, in fact it hurts it. This place is a rip off and the staff member I dealt with is incompetent. I will NEVER do business with this company again.