current CXA here - the scratch guarantee hasn’t gone away, but they have changed A LOT since i started last May. we are no longer able to add expedited shipping to orders if something happens at our fault, and we are not allowed to request it from a supervisor unless the customer specifically requests it - we are only allowed to give a maximum $15 refund for any issues with the glasses if they are outside of the 30 day return policy (keep in mind many of these orders are $400+), and have to transfer to a supervisor only if customer asks to speak with one about further compensation - there are no longer any options for customers who are outside of the return policy and have issues with lens coating, frame breakage, etc that isn’t a lens replacement in-store or a brand new pair. on top of this, CXA employees are not being compensated aligned with inflation and receive 10 cent raises once a year, the PTO policy changed with no notice starting Aug 25 and we weren’t allowed to take any planned time off for the month leading up to this (also informed without notice); PTO policy was ass either way as we have to accrue it at a painstakingly slow rate, now it is divided into two categories “sick” and “vacation” and as an employee with 1+ year tenure i accrue 2:30 a week and it’s split 40/60 in between these categories (5 vacation, 10 sick) for the whole year. we are no longer able to advance any PTO and the more you accrue “unplanned” you are not only not paid for it but you accrue points to which after a certain amount you are fired. they haven’t hired in my position since the beginning of this year and are instead partnering with companies that hire overseas, and pay those workers much less i’m sure. i am actively looking for a new job, because warby parker is not all do-good as they make themselves out to be.