19 Behind-the-Scenes Secrets of IKEA Employees

Stephen Chernin/Getty Images
Stephen Chernin/Getty Images

Chances are good you have a piece of IKEA furniture in your home. Perhaps you’re even sitting on an IKEA couch, reading at an IKEA desk, or lying in an IKEA bed right now. The Swedish company is the world’s largest furniture retailer, selling billions of dollars worth of goods each year, from BILLY bookcases to GLIMMA tealights. Its massive blue-and-yellow stores are kept well-stocked and running smoothly thanks to the efforts of more than 194,000 employees (or as IKEA calls them, “coworkers”) across the globe. We spoke with a few of them about what it’s like to work for one of the world’s most recognizable retail stores.

1. THE IKEA PATHWAY HAS A CODE NAME.

It’s no secret IKEA’s maze-like showrooms are designed to take shoppers through every department, from the kitchen to the textiles, making sure they lay eyes on as many goods as possible. "One could describe it as if IKEA grabs you by the hand and consciously guides you through the store in order to make you buy as much as possible," Johan Stenebo, an IKEA veteran, wrote in his book, The Truth About IKEA.

The winding walkway is known lovingly among employees as the “Long Natural Path” or the “Long Natural Way.” According to a 2011 New Yorker article by Lauren Collins, the pathway is supposed to curve every 50 feet to prevent shoppers from getting bored.

2. THERE ARE SECRET SHORTCUTS ...

Need to get to bedding but don’t want to walk through textiles, bathroom, and living room first? Stuck on the top floor but need a quick way to ground level? Take a shortcut.

There are multiple quick routes through the store, both for safety reasons and stocking reasons, and they’re open to the public. But they’re not advertised, so you’ll need a keen eye for secret passageways. Often they take the form of unmarked service doors.

“If you know where to look, you’ll find them,” says Paula, who worked at an IKEA store in Houston for a year. At her store, there was a shortcut route that started with an unmarked door near the escalators. “Nobody’s going to stop you unless it explicitly says ‘employees only,’ but other than that you can open doors and you’d be amazed,” she says.

“I love IKEA, but sometimes you just need to get in and out in like 20 minutes,” says Marie, who worked at IKEA for 11 years. If that’s the case, just ask an employee to give you the quickest route to your destination and they’ll point you to the nearest shortcut.

3. ... BUT DON’T GET TOO USED TO THEM.

“They’re always changing,” says Paul Robertson, who worked for 10 years at IKEA Canada. “They used to change them fairly frequently because we had a lot of repeat business, so customers would get familiar with the shortcuts and know how to zip through. After a while they would change the shortcuts to force people to go around the long way again.”

4. THE WALLS MOVE.

Shoppers look at merchandise at a Ikea store in Paramus, New Jersey
Stephen Chernin/Getty Images

According to Paula, the partitions that enclose IKEA’s various showrooms are on rollers and can be moved. “They have a lock on them so people can’t randomly move them,” Paula says. “At the end of the night we move all the walls out of the way so we have a straight shot to where the trash is.” This also makes it easier to remodel the display rooms.

5. CUSTOMERS SOMETIMES BUY ENTIRE ROOMS.

Speaking of the display rooms, occasionally customers will decide they like an entire room so much, they’ll order it as-is. “There have been people that come in and see a room and like everything there and they take it,” Paula says.

6. THERE'S AN “OPEN THE WALLET” SECTION.

Customers at a check-out line in IKEA
NOAH SEELAM/AFP/Getty Images

IKEA stores are littered with piles of small, practical items that are so cheap they’re hard to pass up. These areas are called the “Open The Wallet” sections. “There, an abundance of cheap goods—flowerpots, slippers, lint rollers—encourages the customer to make a purchase, any purchase, the thinking being that IKEA shoppers buy either nothing or a lot,” Collins writes.

According to Rob, a two-year IKEA veteran, this area was located at the bottom of the stairs on the second floor at his store. “It’s basically impulse buys,” he says. “It’s a lot of very cheap items, things that look practical, useful, something you didn’t realize you wanted.” The next thing you know you’re shoving five packs of tea candles and a bunch of plastic hangers into your yellow shopping bag, when all you really came in for was a desk lamp.

7. THERE'S A REASON THEY PILE THOSE BINS SO HIGH.

Another method for getting people to add things to their bags is known internally as the “bulla bulla” technique. Big bins are stuffed to the point of overflowing with hundreds of items “to create the impression of volume and, therefore, inexpensiveness,” according to Collins.

“One of the big things is the sort of jumbo bin, they love that,” says Robertson. “If stock starts running low there, fill it back up. Pile it high. Customers think they’re getting a deal.”

8. YES, YOU CAN NAP ON THE FURNITURE ...

People nap at an IKEA store in China
Kevin Frayer/Getty Images

The displays are meant to be touched, tested, and experienced. If you want to curl up on an IKEA couch or sprawl out on the bed, go for it. “You are allowed to sit on the beds,” says Paula, “but if you’ve been there for two or three hours, we have to wake you up.”

This is a particularly well-documented phenomenon in China, where shoppers have been photographed snoozing all over the showroom. “We don’t see it as a problem,” IKEA spokesman Josefin Thorell told the Wall Street Journal. “We’re happy people feel at home in our stores. Certainly, it entails a little extra work for the staff, purely practically. But on the other hand, if customers try out our furniture and like it, we can sell an extra mattress or two.”

9. ... BUT YOU PROBABLY DON’T WANT TO.

According to Jana, an IKEA employee in Texas, the pillows on the display beds get swapped out once a month at her store, and the pillowcases only get changed when they are visibly dirty. The same goes for blankets and duvet covers. “I changed a bunch of duvet covers yesterday because from people touching the same corner every day, it looked dingy,” she says. “If we see something and think it looks gross, it needs to be changed.”

10. THEY WISH YOU’D STOP OPENING THINGS.

Customers inspect goods at an IKEA
NOAH SEELAM/AFP/Getty Images

“Customers will open anything and everything,” says Jana. “Everything in that store, we have on display. You can touch it, feel it, lay your face on it, but for some reason they’ll open the package and then leave it there. What they don’t understand is when they open certain things, we can’t resell them, so we have to scan them out.”

11. THEY’RE TRAINED NOT TO OFFER HELP.

If you’re the passive-aggressive type of shopper, you’re bound to be disappointed at IKEA. Employees are given specific instructions to let the customers come to them if they need assistance. “You were supposed to only help customers if they asked you for it,” says Rob. “We were told that’s a very Scandinavian way of how stores work.” The same rule applies in the warehouse, where customers are expected to find and lift their own items unless it’s obvious they need assistance.

12. THE BOOKS IN THE SHOWROOM OFTEN COME FROM EMPLOYEES’ OWN LIBRARIES.

IKEA’s sample rooms often feature towering bookshelves, but empty shelves aren’t particularly inviting. So, employees are asked to bring books from their own collection to fill the blank space. “All of that was stuff we owned,” Rob says. Usually they were asked to bring books that matched a certain color scheme. And you couldn’t bring in anything racy. “You had to use your common sense,” Rob says. “Nothing pornographic or anything.”

13. THE MOST POPULAR ITEMS ARE …

The BILLY bookcase and the LACK table. The POÄNG chair, MALM bed, KALLAX shelving units, RENS sheepskin rug, and EKTORP sofa are some of the other top picks.

14. THE SERIAL NUMBERS CAN TELL YOU A LOT.

According to Robertson, there’s some rhyme and reason to the eight-digit code linked to each IKEA item. “While I was there, it was that the last two numbers would tell you what color the item was. So let’s say it ended in 40, it was blue. That would mean the 4 range was blue, so 41 might be light blue and 42 would be dark blue.”

Many of the names have meaning, too. According to Collins, “traditionally, the names of IKEA’s bookcases derive from different occupations; curtains are given names from mathematics; and bathroom products are named for lakes and rivers.”

15. THEY WITNESS A LOT OF ARGUMENTS.

“If you really wanna test your relationship, go through IKEA and buy something,” says Jana. “I guess they just get stressed and overwhelmed that the store’s so big. I had a couple trying to make a decision on a rug and he was mad and she was on verge of tears. Then we were out of the rug they wanted, which made it even worse.”

Lovers' quarrels are so common in the store that at least one psychologist told the Wall Street Journal she has her bickering clients construct the NORNÄS coffee table as a relationship-building exercise. Janice Simonsen, design spokeswoman for IKEA U.S., also told the paper she spent five years as a furnishings consultant and created a list of guidelines specifically for couples planning a trip to the store.

16. THEY SPEAK IN CODE.

People look at chairs in a South Korean IKEA
JUNG YEON-JE/AFP/Getty Images

When “Code 22” comes over the intercom, it’s a distress call from the cash lanes. “We usually hear it around rush hour or on weekends,” says Jana. “It means the cash lanes are backed up into the warehouse. Anyone in the store who is register-trained has to go to the front and help.”

If a lost kid is wandering the store (which happens a lot), Jana says managers use “Code 99” to put all employees on alert. “There are so many wardrobes to hide in or bed skirts to hide under,” says Marie. “If a kid really wanted to be hidden it would not be too hard.”

17. THINGS GET WILD AFTER HOURS.

“At the end of night, they’d open all the walls and we’d have a big empty space and there would be pallet jack races,” Paula recalls.

And there’s perhaps no better place to play hide-and-seek than in a massive, multiple-story maze stuffed with nooks and crannies. “On closing shifts, one guy I worked with would always manage to have me distracted, then he’d go hide in the store,” says Robertson. “So I would have to finish up tasks, walk through the store knowing somewhere along the way he would jump out at me, and he got me all the time.”

18. THEY GET GREAT CHRISTMAS GIFTS.

IKEA is known for having good employee perks, including its end-of-year gifts, which range from electronics to plane tickets. “The first year I worked there they gave out bikes,” says Rob. “This year they gave out Rokus.” Paula says her store gave employees who had been specially recognized by their coworkers the chance to win plane tickets to anywhere in the world.

19. PINTEREST DRIVES SALES.

Employees can tell when an item has been featured in a viral Pinterest project because it sells out quickly. “There was one specific spice rack we were constantly sold out of,” says Paula. “Someone had gone on Pinterest and said you can paint it and make it a bookshelf for picture books for toddlers. We had to tell people, ‘If you’re here for the spice rack, we don’t have it.’” (For reference, it’s called the BEKVÄM spice rack.)

A version of this story first ran in 2016.

9 Secrets of Fine Art Auctioneers

Christie's auctioneer Tash Perrin conducts a sale.
Christie's auctioneer Tash Perrin conducts a sale.
Christie’s LTD. 2019

If a fine art auction can be compared to a well-coordinated circus, then the auctioneer is its ringmaster. At any given auction—which may include hundreds of people in the room and hundreds more watching online—the auctioneer is center stage, directing the audience's attention to lots big and small, generating excitement, and making sure the bidding runs smoothly. Auctioneers manage "all this while having charisma and a sense of engagement and great energy,” says Tash Perrin, an auctioneer who also holds a couple of senior management titles at Christie’s auction house. To find out what it takes to perform in such a fast-paced setting (and whether they always talk the way you see in the movies), we spoke with three New York City-based auctioneers who work for some of the world’s largest auction houses: Christie’s, Phillips, and Bonhams.

1. Auctioneering is mostly a side gig.

Auctioneer Jacqueline Towers-Perkins at the podium
Auctioneer Jacqueline Towers-Perkins at the podium
Bonhams

At the big auction houses, practically no one is hired to work solely as an auctioneer. As Perrin explains, “Nobody here at Christie’s is an auctioneer full-time. All of us have full-time jobs and then we do the auctioneering as a side gig.” Some auctioneers manage a particular department within an auction house, while others work in a variety of roles that may take advantage of their specialty in a particular field, whether that’s Chinese ceramics, Islamic art, or jewelry.

As a specialist in postwar and contemporary art with Bonhams, for example, Jacqueline Towers-Perkins sources all of the artworks for auction, researches their origin, and makes sure they’re authentic (and not some knock-off). Finally, as an auctioneer, she gets to find a new home for them. “When it comes to selling [an artwork], that is sort of the icing on the cake,” she tells Mental Floss.

2. Auctioneers need to be licensed in some states.

More than half of all U.S. states stipulate that individual auctioneers must get a license before selling items at public auctions. New York state does not have such a law, but leaves the decision up to individual municipalities. New York City—the location of many big-name auction houses—does mandate it. Would-be auctioneers must go to the Department of Consumer Affairs—“the same place that hot dog vendors get their license,” Perrin says.

3. Not all auctioneers speak quickly.

If you’ve been picturing an auctioneer who talks a mile a minute, you’re probably thinking of cattle auctioneers, who rattle off increments in an almost meditative style called "chanting." A few other types of auctioneers talk this way, but you won’t hear it at any of the major art and antiquities auction houses, which also sell across categories including jewelry, handbags, watches, wine and spirits, books and manuscripts, and more.

That’s because an auctioneer’s cadence largely depends on what they’re selling. Speed is especially important for cattle auctioneers because they often have more lots (a.k.a. individual cattle) to sell than the typical art auctioneer. (They also talk that way to "hypnotize" bidders, according to Slate.) However, when it comes to prized artworks and rare artifacts that rack up millions of dollars at auction, an auctioneer’s goal is slightly different: to generate excitement and build suspense. Sometimes, they might even slow down and allow a moment of silence to fill the room before speeding up again. “A really important element to being a good auctioneer is your ability to speak silence,” Perrin says. That means allowing for pauses when necessary—such as when a potential buyer might be thinking about a bid. It’s also about creating a welcoming atmosphere for bidders. “We want this to be a really great environment ... We don’t want to rush people through it or make it intimidating," Towers-Perkins adds.

4. Auctioneers sometimes stick out their tongues and recite Humpty Dumpty as a vocal warm-up.

Because auctioneers are talking non-stop for several hours at a time, the vocal warm-ups they do before an auction can get pretty ... creative. “Reciting Humpty Dumpty with your tongue out is definitely something we would encourage,” says Perrin, who also coaches auctioneers-in-training. In the above video from The New York Times, Christie’s former head of auctioneering, Hugh Edmeades, can be seen reciting this nursery rhyme to loosen up his facial muscles and warm up his voice. Perrin says some auctioneers might also recite their increments (we’ll get to those later) in the shower before coming to work, while others might use breathing and vocal techniques that are similar to the ones employed by actors and singers.

5. The auctioneer’s book is their bible.

Auctioneers can glean everything they need to know about a sale from something called the “auctioneer’s book”—although at some auction houses, it's a digital file on a laptop rather than a physical book. The book contains the lot number (the identifying number of the item or group of items up for sale), the item’s description, and the amount of money it’s expected to go for. It also has one crucial piece of information that neither the bidder nor the general public gets to see: The reserve price. This is the amount of money the owner of the lot will—or will not—sell it for.

6. An auctioneer's ability to multitask is crucial.

Auction staff talk to bidders on the phone
Andrew Burton, Getty Images

Juggling multiple tasks at once is a skill auctioneers must learn to master. In addition to remaining aware of the reserve price, auctioneers must also check their book for any absentee bids that have been placed prior to the sale. Bids are also coming in over the phone and online, and those bidders must be given the same attention and opportunity that bidders in the room are afforded. Throughout all this, auctioneers have to be engaging and charismatic. “If it looks like you’re very methodical and have a sense of just trying to get the job done, you’re not engaging the audience,” Perrin says.

While auctioneers are on the hook for most of the sales proceedings, they do get some help from a bid clerk. This person stands next to the auctioneer and surveys the room—including the phone bank, where staff talk to potential buyers over the phone and hold up a paddle whenever a bid comes through—to catch bids the auctioneer might not have seen. This extra assistance is especially helpful when there are 700 or so bidders in one space. “They play an incredibly important role, and I often refer to them as my best man up there,” Perrin says.

7. There’s a lot of math involved in auctioneering.

Auctioneers can only use certain increments, which means they’re limited in the exact price they can offer to bidders. “It’s very set,” Towers-Perkins says. “The numbers go up in tens at the beginning, then in twenties, then in fifties, then in hundreds.” (The precise numbers can vary by house.) This gets all the more confusing when absentee bids are factored into the equation. Auctioneers must ensure they’re referring to the exact amount declared in an absentee bid, which means they must think ahead and do a bit of quick math to figure out which number they should call out. Perrin calls this skill “numerical dexterity,” but there’s another term for it too. When everything goes well and auctioneers offer the correct increments, it’s called “landing on the right foot.” (And when things go wrong, it's called, naturally, landing on the wrong foot.)

8. Auctioneers can tell the difference between an involuntary nod and a bid.

Auctioneer Sarah Krueger
Auctioneer Sarah Krueger conducts a sale for Phillips.
Phillips

Sometimes, a nod is just a nod. Other times, it’s a bid. Auctioneers are trained to observe bidders’ body behavior and know the difference. Customers usually raise their paddles to place a bid, but some might prefer to remain discreet. Sarah Krueger, an auctioneer and head of the photographs department at the New York City branch of Phillips, said auctioneers get to know the bidding styles of frequent clients: “A nod or a slight move might indicate a bid from one person, but for another they might just be waving at a friend across the room.” Perrin says one client in England bids by raising his eyebrows, while other bidders wink to raise the stakes. Usually, an auctioneer can judge whether or not a bid is intentional by paying attention to the bidder’s level of engagement—for instance, if they’re looking at the auctioneer or still have a paddle in their hand, they’re probably interested.

9. They take their gavels seriously.

A gavel on a table
Mark Metcalfe, Getty Images

Krueger has her own personal collection of six gavels: Three of them she uses in auctions, while the other three are more like collector’s items. Each auctioneer has their own preferences in terms of the style of gavel they use. “For my purposes, what I’m looking for in a gavel is something that fits comfortably in my hand and isn’t too heavy,” she says. “You also want to test it out against your sounding block and make sure that it’s giving you the right sound.” After all, auctioneers say that the moment the hammer falls, signifying the end of a sale, is one of the most enjoyable parts of the job. “The sound the gavel makes on the rostrum is incredibly satisfying—particularly on the very first lot you ever take and the most expensive lot you’ve ever sold,” Perrin says. “That’s extremely gratifying.”

11 Secrets of Opticians

iStock.com/Emir Memedovski
iStock.com/Emir Memedovski

Whether they need glasses or not, most people understand what an optometrist does. The same doesn’t always apply for the optometrist’s in-office counterpart, the optician. Even people who have been wearing glasses or contacts for most of their lives might not know exactly what these eyecare professionals do. Here are 11 secrets about being an optician, some of which might change the way you see your glasses forever.

1. Opticians aren't salespeople, and they don’t get commission.

When you go to the eye doctor, you don’t just sit in the chair, read some letters off a chart at the far end of the room, and then walk out with a pair of glasses. After the optometrist determines your prescription, you’re typically directed to the office’s optician, who will help you pick out your next pair of glasses or contacts. Think of them as the pharmacist of the eyewear world: The doctor determines your generic prescription, but the optician is the one who fills it for you.

“I am the person that makes sure we get a frame that fits you, that is going to work for your prescription, and is going to last you,” explains Maayan Shuval, an optician at Eyedentity, an eye care practice in Kirkland, Washington.

And despite what some people seem to think, opticians aren't just there to direct you to the most expensive pair of frames in the office, or to up-sell you on the priciest add-ons. "People always assume we make commission and we want them to buy the most expensive thing," Shuval says. "I’ve never made commission."

Still, many customers think that opticians are just glorified salespeople out for more money. “The misperception comes from the idea that glasses are glasses or contacts are contacts, and they’re all the same,” says Steve Alexander, an optician in Arlington Heights, Illinois who worked as a practicing optician for 13 years and is currently a consultant with The Growth Cooperative, a national consulting firm for eye care providers.

But the upgrades that opticians offer can make a real difference for your vision, whether it’s transition lenses, anti-glare coatings, or another high-tech feature. “I think people think that the upgrades in lenses are kind of a scam, and they’re really not,” Alexander says. “The coatings make a significant difference in the physics of light and how light actually interacts with your glasses.”

2. Only some states require opticians to be licensed.

The requirements for becoming an optician vary significantly depending on where you live, and fewer than half the states require opticians to be licensed. Alexander, for instance, works in Illinois, where he’s not required to have a license, while Shuval works in Washington state, which does require licensure—meaning she had to do an apprenticeship and take a state exam in order to legally practice, and she now has to spend a certain number of hours each year doing continuing education classes to keep her license.

Even within states that require licenses, there are a lot of differences between the certification processes. Some states require opticians to be certified by the American Board of Opticianry and National Contact Lens Examiners (ABO-NCLE), a national credential that requires continuing education and expires every three years. Other states have their own certification processes with different requirements for continuing education hours, expiration periods, and more. That means that a practicing optician in one state can’t necessarily practice in another state without going through the whole certification process anew. (Some of the national optical chains require their opticians to be licensed regardless of the state they're in—Warby Parker, for instance, requires its opticians to obtain the American Board of Opticianry’s certification.)

Becoming licensed is typically a lot of work (not to mention some money) but it does help opticians keep up with the current research on eyes and eyewear. “[One] class that I attended was a two-hour course about vision therapy, and how a lot of what we’ve known about and practiced with regards to amblyopia—which people call a 'lazy eye'—is entirely incorrect,” Shuval explains. The class had a profound impact on her practice. “My whole world shifted upside down over the course of this two-hour class. [Amblyopia] is super reversible if you have the right information. That’s amazing.”

3. Many patients have unrealistic expectations of opticians …

Patients aren’t always realistic about how much eyewear will cost and what is available. One of the biggest mistakes people make, according to Shuval, is assuming that all glasses and contacts are the same, when in fact, lens types, coatings, and other adjustments make a huge difference in how you see. They often suffer from sticker shock, too.

“I’m here to help my patients see and look better,” Shuval says, but customers don’t always appreciate how big of a purchase new glasses can be. “It can be a really angry conversation because people are like, ‘Why are you charging $600 for glasses?’” Aside from the fact that you’re probably going to wear those glasses all day, every day for a year or more, that price seems a lot more reasonable when you remember that every pair of glasses is a custom, FDA-regulated medical device. “What people really don’t realize about eyewear is 100 percent of glasses made are custom-made,” she adds. “No two pairs that I make are alike.”

Furthermore, as patients get older and start to need bifocals, they often don’t understand the limits of modern optical technology. “People just want to put on glasses and say, ‘Oh my god, I can see,’” Shuval describes. But adjusting to a new pair of glasses can take weeks. Your brain gets used to compensating for certain vision deficiencies, and you have to get used to a new prescription. And in some cases, lens technology still isn’t good enough to replicate the natural abilities of the eye. When it comes to technology like progressive bifocals, patients actually need to be taught how to use the lens, for instance.

4. … Especially when it comes to contact lenses.

Alexander says many patients get upset when they’re told that their prescription for contact lenses will expire after a year, and that they’ll have to come back into the office in order to get a new one. “What patients don’t consider is that you are putting a medical device into your face,” he says, “and if they’re not properly managed it can lead to serious complications—it can lead to infections and ulcers and corneal issues.” Patients don’t necessarily understand that they're paying for vital preventative care: “It’s a medical device in an incredibly sensitive part of your body," he explains.

5. Opticians are obsessive about fit.

Adam Bentley, an Optical Field Leader at Warby Parker based in San Francisco, says his biggest pet peeve as an optician doesn’t occur in the office—it’s when he sees crooked eyewear around town. “I’ve often found myself looking at a crooked pair of glasses on the subway [and] wishing I could walk up and fix them,” he admits.

6. Opticians often choose which frames their stores carry.

In private practices, the optician might be responsible for more than just showing customers the latest glasses. They might also be the one determining what frames the shop offers. “I personally am the frame buyer for my store,” Shuval explains. That means she can answer a whole host of questions for customers beyond the realm of fit or function, including queries about where the glasses are made. That has become increasingly important as more and more customers become aware of the eyewear monopolies. Luxottica, an Italian frame company, makes an estimated 25 percent of the frames in the world, while Essilor, a lens company based in France, makes an estimated 45 percent of prescription lenses. Many blame the corporations' vast reach for driving the price of glasses up to artificially high rates. (The two corporations also merged in 2018.)

But Shuval says that buying glasses from shops like Warby Parker isn't the only way to escape the EssilorLuxottica monopoly. “I seek out the small companies [that make frames] and I can tell you about all the designers and factories where they’re made, because that’s important to me,” she says.

7. Many private opticians aren’t fans of online retailers.

In fact, despite the accessible price points, neither Shuval nor Alexander expressed much enthusiasm for the idea of buying glasses online. The main issue is that being fitted for glasses isn’t only a matter of finding a frame that won’t fall off your face. Online shopping can offer very inexpensive options, as Shuval explains, and “sometimes they’re good options for people, but it’s [about] making sure that custom medical device that’s sitting on your face all day is actually going to be helpful.”

One of the roadblocks patients run into while shopping for glasses online has to do with measuring the position of their pupils. Opticians measure your eyes to make sure that the centers of your lenses are positioned exactly over your pupils. While patients can try their best to measure this at home on their own, it’s not the same as having it measured in an office by a professional.

Almost any online glasses shop is going to ask for your pupillary distance (PD), which is the horizontal distance between your eyes. You might be asked for your binocular pupillary distance, which is the distance between your two pupils, or the monocular distance, which is the distance from the bridge of your nose to your pupil—expressed in two different measurements, since faces aren’t always symmetrical. However, those measurements aren't everything. “In order to make a really good lens you need more information than that,” Shuval says.

In fact, there is a secondary measurement that most online shops don’t ask about—the vertical measurement, known as the ocular center height. “[The] ocular center is a top-to-bottom measurement for the patient, and that can’t be measured until you have the frame,” Alexander explains. “If you don’t know where their eye sits in a given frame before the lenses are made, then while the optical center might be aligned left to right, it’s not going to be aligned top to bottom.”

If your lenses aren’t positioned over your pupils correctly, you won’t see as well, and the eye strain can cause headaches and other discomfort. Lenses that don’t fit you right might make you feel nauseous, affect your depth perception, and more.

While you can get your ocular center measured by an optician at a Warby Parker retail store, buying glasses from Warby Parker’s online shop doesn’t require ocular height, just pupillary distance. In response to questions about this policy, Warby Parker provided the following statement: “A common misconception is that this measurement is required for all orders, when in fact it’s not … For online orders, we’ve developed tools and proprietary technology that allows us to help predict this type of measurement based on previous customer data. We also have in-house opticians to help online customers in the event that customers need extra assistance.”

8. Opticians love to answer questions …

“I love when patients come and ask me, 'Is there any cool new technology we should be looking at?’” Shuval says. Opticians are experts in their field and spend a lot of time keeping abreast of the latest technological updates in eyewear. Most love to share that knowledge. “We like getting to explain stuff,” she explains, “and I think it’s really important for people to be educated consumers.”

9. … Except for one particular question.

Glasses are so personalized and there are so many possible options that it’s impossible to quote someone a single price tag, but that doesn’t stop patients from asking. “One of the more common questions that I used to get as an optician [that used to] drive me crazy,” Alexander explains, “would be, ‘How much are glasses?’ And it would be through gritted teeth that I answered, ‘Well, it depends on the frame that you choose and the lenses you need.’ But it’s a question that never made any sense to me because you’d never call up a car dealer and say, ‘How much is a car?’”

10. They'll gladly fix your glasses ... if you're a patient.

If you buy your glasses from an optician, adjusting and servicing those frames (for example, if they need to be straightened or have a screw replaced) is usually part of the initial cost. However, if you’re not a patient or bought your glasses online, you shouldn’t expect to get free repairs from the office.

“When an office charges for an optician's time or replacement of parts patients will get up in arms about it,” Alexander says. “If it’s somebody who wasn’t a customer of ours and has not taken care of their eyewear, to come in and get upset at being charged for a service we’re providing is always very frustrating for me.” That said, he says he would never charge one of his longtime patients for repairs.

But if you do need to get your glasses serviced and you're not already a patient, any charges will likely be minimal—at most, he says, you’ll probably need to pay $10 or so. So don’t be afraid to walk into your local optician’s office and ask. Just don’t get too snarky when they ask you to break out your wallet.

11. They don’t always follow their own advice.

“I clean my glasses with my shirt or whatever is lying around,” one anonymous optician tells Mental Floss. “It's a big optician ‘no, no.’” If you really want to take care of your specs, you’ll clean them with a microfiber cloth and lens spray instead, and always keep them safely tucked away in their case when you aren’t wearing them.

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