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Business Profile

Optical Equipment

Zenni Optical

Important information

  • Customer Complaint:

    BBB’s file for Zenni Optical was created in December 2003. A review of complaints was completed in February 2025.
    BBB encourages consumers to review Zenni Optical’ s Returns and Prescription (Rx)

Complaints

Customer Complaints Summary

  • 270 total complaints in the last 3 years.
  • 82 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Have ordered from Zenni many times with no issues. I moved in Sept and on 5/22 I ordered and received glasses. I ordered another pair and it was shipped to my old address. When i contacted them online I was told it was my fault and I should have "checked" the shipping address. They offered not solution other than to contact the current tenant or "hope they send it back". I had changed the address in my account and had received the glasses on 5/22. Why would I need to change the address again? Their behavior and cold responses have ensured I will never purchase from them or recommend them to others (as I had previously done). I have little faith I will have a acceptable outcome but I want others to know.

    Business Response

    Date: 07/11/2025

    Thank you for your message. We are so sorry to hear that the order went to an old address, and we know how frustrating that can be! We would recommend to log in to your Zenni account and make sure your current address is set as the default, and feel free to remove any older ones that are no longer in use so that this does not accidentally happen in the future. We do see that the package was delivered via ****, but we understand if you have not been able to re-route or receive the package. In this case, we would be happy to make an exception and remake the order for you and have it shipped to your new address. Please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number, as well as the correct address, so we can move forward with the remake for you.

    Customer Answer

    Date: 07/12/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** ********
  • Initial Complaint

    Date:07/02/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I never received my refund. The order was cancelled within 5 minutes after ordering.

    Business Response

    Date: 07/02/2025

    Thank you for your message! We are truly sorry that the refund has not yet been issued for you, and understand the frustration this has caused. We have put a rush on the refund request for you, and you will receive an email within the next 24 hours confirming the refund has been issued. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If there is anything else we can do for you, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.  
  • Initial Complaint

    Date:06/27/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Did not received items as described item was lost in main

    Business Response

    Date: 07/08/2025

    Thank you for your message. We are sorry to hear if there has been any issue with the delivery of your order. We would be more than happy to assist you with this, but unfortunately we cannot find an order number with the information provided here. Please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to help you.
  • Initial Complaint

    Date:06/27/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My glasses were deemed defective for the lenses, I noticed that they could not be seen through after a beach day in ******* (where I live), I was told they were fixed and sent back. Nearly over a month without my glasses I wore them for about a week daily in **, making sure to place it in the case and leave it either in my work locker or in my house out of the sun or heat. Today I go to put them on and one side of the lenses is defective again.

    Business Response

    Date: 07/08/2025

    Thank you for message. We are sorry there has been an issue with the lenses, and we understand how frustrating this must be. It does look as though our team has issued a return for you for the glasses to be inspected. Once we receive the glasses we will inspect the lenses for you to see what is happening. Inspections are completed within 14 business days (excluding weekends and holidays) after the glasses are received, sorted, and processed into our system. Your results and return options will be emailed as soon as we have completed your inspection!
  • Initial Complaint

    Date:06/23/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a pair of glasses they never showed up. I contacted them by email and had to tell them no less than five times and the issue still hasnt been resolved. Just remake and ship my glasses. No idea were post office gave them to or whose house. I dont have them.

    Business Response

    Date: 06/24/2025

    Thank you for your message. We are sorry to hear if there has been any trouble with the delivery of your glasses. The **** tracking 9400136206444288417834 does show that the package was delivered, but we understand you did not receive it. We would be happy to remake this for you, but we do need to verify your address information. Please get back to us via email at ************************************************************, by phone at **************, via chat on our website, or on social media with this information so we can move forward with the remake for you! 

    Customer Answer

    Date: 06/28/2025

     
    Complaint: 23508142

    I am rejecting this response because:

    They said they would ship me a new set of glasses on 6/25/25 with order number o6897440699r0. I have no way to trace the process or shipment. I have not received the information as of yet. When they are shipped and recieved I will log back in accepting. 

     

    *****

     

    Business Response

    Date: 07/02/2025

    Thank you for your message. The new order has been shipped for you via **** with an expected delivery of July 5, 2025. You can follow along with the shipment of the order at this link: **********************************************************************************************************************
  • Initial Complaint

    Date:06/16/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    return policy is not followed, states up to 10 days once **** scans in the label for return. i have been waiting 17 days and numerous calls . call center lies each time about date recieved and states made up return policy, examples are, we must receive and inspect then we can proceed with refund. That is not what is written on the website app under your return policy. complete scam of a return policy because you are not following it. i have not got my money back yet.

    Business Response

    Date: 06/23/2025

    Thank you for your message. We are sorry to know that the glasses did not work out for you. It does look as though we have issued a refund for you in the amount of $210.77 with transaction ID n9zfbpkg. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If there is anything else we can help with, please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media with your order number and we would be happy to assist you.
  • Initial Complaint

    Date:06/13/2025

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They completely acrewed up my script(its ebtered correctly you gave me glasses for someone nearsighted i have an astigmatism, you waste my money take forever and then put me off on a guy sho barely speak englishvand then i have to wait to see for another three weeks? I want my money back and im not waitinf for the post

    Business Response

    Date: 06/17/2025

    Thank you for your message! We are truly sorry to hear that there was an issue with the glasses, and understand just how frustrating this can be. It does look as though we are remaking the glasses for you. The new order is being manufactured now, and as soon as it ships we will email you the tracking information! If there is anything else we can help you with, please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media. 
  • Initial Complaint

    Date:06/02/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This joke of a company has sent me two useless pairs of prescription sunglasses. They got me to accept store credit for the first return, managed to convince me that the problem was my fault and that I should order again. The second pair had the same issues. I do not believe that they are capable of providing adequate service, and just got lucky enough to rob an autistic person.

    Business Response

    Date: 06/12/2025

    Thank you for your message. We are truly sorry to hear that the glasses did not work out for you, and we understand the frustration. It does look as though our team has gone ahead and approved for you to return the glasses to us for a refund. Once we receive the glasses, we can issue the refund for you. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If there is anything else we can help with, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.
  • Initial Complaint

    Date:05/23/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have ordered two pair of glasses from them, and both have the wrong prescription. In numerous phone calls they tried to tell me it was my fault, but I had the glasses checked and sent them the documentation. I was promised that if I ordered again they would expedite the process, and I would have the right glasses in as short a time as possible.They have a tracking system. My glasses were manufactured in 3 days, then sat on a shelf for 4 days. I was promised ***** delivery... They gave them to the post office. I still do not have them and have been using an out of date glasses for almost 3 weeks.

    Business Response

    Date: 06/02/2025

    Thank you for your message. We are sorry to hear that there was any issue with your glasses, and we completely understand how frustrating this can be. It does look as though the order did arrive to you within the estimated time frame as outlined, and that you have set up a return for a refund. Refund returns must be postmarked within 14 days of receiving your order. Once the return is received by us, we will email you a confirmation and issue the refund for you. Please be advised that it may take up to ten business days for the refund to show on any banking statements. If we can assist you further, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media and we would be happy to help. 
  • Initial Complaint

    Date:05/20/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for glasses on May the 4th. On May 20th I received a shipping notification that my package was undeliverable and had been sent back to the shipper. Upon checking my records, the correct address was entered into all of my information. I have lived at the same address for several years and have had the same mail carrier during that time. There is no reason why a package sent to this address would be marked as undeliverable. Upon contacting Zenni and asking them what the problem was I was instructed that I would have to wait until their facility has received unprocessed the package that I never received before they could do anything and they're only solution was to then simply ship the materials back to me. I repeatedly asked for an immediate refund since I never saw the product that I paid for more than 2 weeks ago.

    Business Response

    Date: 05/21/2025

    Thank you for your message. We are truly sorry to see that there was an issue with the glasses getting to you. The **** tracking 9400136206444284850338 does show they were returned to us with a reason of "Moved." We understand how frustrating this situation has been, and are sorry this happened. We are going to go ahead and issue the refund for you ahead of us receiving the glasses. You will receive an email within the next ***** hours confirming the refund, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. We appreciate you taking the time to reach out, and if we can assist you further please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we can help. 

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