Warby Parker

Ordered glasses from here two years ago and first they screwed up the measurements. Took it back, ok, mistakes happen. Waited over a month -- nothing, no word. Went in several times only to hear "we're working on it". Finally demanded a refund and they said "oh seems it's been made at the lab so we can't refund it until it arrives here." They were kind enough to expedite shipping ??
Fast forward two years. I really like their styles so I figure I'll give it another go. Order online this time. They want to charge me all these hidden fees for lens upgrades. Ok fine. Anything for fashion. I wait eagerly for the standard two weeks. Nothing. Not even a notice saying my glasses are delayed. I call 5 times, waiting on hold for 20+ minutes each time before I have to go to work (which is so much harder with old glasses by the way). I email a couple times. No response. It's now been a month since I ordered my glasses and my card was charged. Finally, I get an email "We assure you we're looking into this and will follow up in 2 days. This is not the experience we want our customers to have"
Five days later. Nothing. Empty words, Warby Parker, empty words.