Complaints

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.

• Initial Complaint

  Date:05/11/2024

  Type:Product 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.

  On March 17, 2024 I purchased 5 pairs of glasses from Zenni for $243.2. I received the glasses on March 28, 2024. I could not see out of the glasses. I called Zenni on March 29. The agent offered to return the glasses to check the prescription. I returned the glasses that day. I needed the glasses for a May 9 road trip and was assured that they would be checked and fixed/ return in advance of that date.On April 12 I emailed Zenni because it had been two weeks and I received no feedback about the glasses.On April 12 Zenni emailed back, stated the prescription was correct, asked if they should send them back to me and I said yes. On May 6 I called Zenni to find out what happened to my glasses. The clerk did not know where the glasses were. I told her to cancel the order and refund my money. She told me she would send an escalation and Zenni would get back to me in a few days. I asked for a manager. Zenni had a month to send my glasses. I am not waiting any longer.On May 6, Zenni manager ***** returned my call. He said he was processing a refund for the glasses never received.On May 11, I received an email from Zenni that the label was created to ship my glasses back. I immediately reached out to Zenni and chatted with Ric. He said the glasses were shipped. I told him I was promised my refund and want it now. The glasses had not been shipped according to tracking. Only a label had been created. He said he would contact the "corresponding" team and they would get back to me in 2-3 days! I told him I would file complaints. I have already waiting two months. I am not waiting 2-3 days. I was promised a refund 5 days ago.

  

  Business Response

  Date: 05/17/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see that a refund has been issued for you as of May 16, 2024. You should have received an email 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 bank statements. 

  Customer Answer

  Date: 05/18/2024

  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:05/08/2024

  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.

  On or around April 8th I ordered a pair of glasses from zenni. After receiving them, I tried them on and tried to get used to them for a few hours and decided they were a bit too big and so I decided to return them. After returning them, on May 1st i called and talked with a rep named *****. At this time I asked ***** if It would be possible to cancel the return and ship them back to me. If I understood correctly, at first he changed his story between yes that I could get them back and then no I couldn't get them back and then said something about a refund taking more time. At this point I asked to a supervisor or manager to get to the bottom of this as it seemed as he couldn't give me a definite answer, and he REFUSED to transfer me to a supervisor or anyone after making repeated attempts and giving him a reason as to why I wanted to talk to the supervisor. If I remember correctly he said he would have a supervisor call me back and I'm still waiting for that call and for my refund to process. I would like to get to the bottom of this and resolve this as this was my very first experience with Zenni and it wasn't a very pleasant experience where I wlmay have to go else where now.

  

  Business Response

  Date: 05/16/2024

  Thank you for your message. We are sorry that the glasses did not work out for you. We do see that a return was initiated, and a store credit was issued to you on May 8, 2024. It looks as though the store credit was used to place a new order on May 11, 2024 and that new order has shipped to you via ***** with tracking number 274709414023. We do hope this new pair works out for you, but if not 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.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21683147
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/07/2024

  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.

  They sent them to my old address. When I gave them my current address.so now I willl be out of money and glasses.

  

  Business Response

  Date: 05/16/2024

  Thank you for your message. We are sorry to see that there was any trouble with receiving your order. We did ship the glasses to the address entered on the order when it was placed. We are unable to change the shipping address once the order is shipped but if the order is returned to us, we can re-ship it to the new address. 

• Initial Complaint

  Date:05/06/2024

  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.

  I purchased two pairs of glasses. On 10/14/2023, order #o6100234204, IAO $65.85. On 12/03/2024, order #o6119489261, IAO $209.85.Although I did not return the glasses within 14 days, I will still having trouble seeing clearly with the glasses. I returned to my optometrist who told me that due to my high prescription, I should not buy glasses online because they are not able to measure my optical center.I contacted the help center via online agent on 1/3. I contacted the help team via X ********* message on 3/17. I contacted them again via email on 4/8. Each time, I requested a refund and my request was denied. I believe the company engaged in an unfair or deceptive practice by not advising that customers take a risk in ordering a high prescription online because they cannot measure your ocular center.As requested, I returned my glasses for manufacturer inspection. I was then notified that the manufacturer inspection determined the glasses were made properly, and I am not eligible for a refund.

  

  Business Response

  Date: 05/07/2024

  Thank you for your message. We are sorry to hear that there was trouble with the glasses, but at this time both orders are outside of warranty for any sort of store credit or refund. We do see that the inspection results show the glasses were made to match the prescription as entered. If you would like, we can ship the glasses back to you. Please let us know via email at ********************************** if you'd like us to return the glasses to you.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21674918
  
  I am rejecting this response because this does not address the unfair and deceptive practice of not alerting customers that an ocular center measurement is required for those with high prescriptions. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/16/2024

  Thank you for your message. We have shared your feedback and suggestions to our team for review.  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21674918
  
  I am rejecting this response because I am owed a full refund because the glasses do not include my ocular center which is necessary for an accurate prescription. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/02/2024

  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 was trying to order a basic set of glasses at Zenni's advertised price, however, I was forced to upgrade lens selection's and could not order the basic set of glasses as advertised.This is a flagrant violation of advertising.

  

  Business Response

  Date: 05/06/2024

  Thank you for your message. All lens add-ons are optional, and there is a choice to skip any add-ons! If you can give us a call at **************, or reach out via chat on our website we would be happy to assist you with the order process. 

• Initial Complaint

  Date:04/26/2024

  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.

  Eye glasses purchased 3/2024, wrong prescription received, which I admit was my error in inputting the prescription online. I resubmitted the prescription and emailed a copy of the prescription to customer service. The new order of glasses received are still incorrect. They will not refund my money and have stated I need to adjust the prescription to fit my needs, which I am not an ophthalmologist and have no idea what they are talking about. They have not sent me a return label or offered to make it right and stated they cannot refund store credit $119.70 which is from the initial order for which I paid with my credit card. I tried to call to speak to a person 4/26/24 @ 1:53PM and was on hold for 25 minutes at which point I gave up.

  

  Business Response

  Date: 04/29/2024

  Thank you for your message. We are sorry to hear there was trouble with your order, and we understand the frustration. It looks as though you needed single vision lenses for reading only, but the glasses were ordered for single vision distance. As a courtesy, our team has approved for you to return the glasses and then we will issue a remake order for the reading prescription. Once the glasses are returned back to us, we will be able to process the remake for you and at that time we will email the new order number to you. 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:04/26/2024

  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.

  I ordered a pair of glasses, and two clip ons. I placed a return of all three items and mailed all three items back to the company. The company claims to have only received the glasses and not the clip ons. As a result they refused to refund the amount of the clip ons which was $7.11. Order #o6243974499.

  

  Business Response

  Date: 04/26/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a refund has been issued for the return of the glasses. Although we did receive the glasses, the clip ons were not in the return. In your case, we can make an exception and have the cost of the clip ons refunded for you. You will receive an email with confirmation of the refund within the next 24 hours, 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. If there is anything else we can help you 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.

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I am disappointed that the business continues to say they did not receive the clip ons. I am not a liar and I am 100% certain they were sent in the same package. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is adequate, although I would prefer a refund and acknowledgement that the error was on their end. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/25/2024

  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.

  To Whom It May ********** March 26th, 2024, I ordered a pair of Prescription Sunglasses, in the amount of $103.85 total. The order # is o6229185949. The glasses did not fit me, were made of cheap quality and the lenses seemed distorted, and felt completely different from my prescription eyeglasses, of the same exact prescription. I requested to return the sunglasses and be credited the original amount paid for, minus the return shipping cost. The glasses were returned and delivered within the allotted time per company policy. Zenni is claiming the glasses were not in the case, in the box I sent to them, which is false and erroneous. The glasses were placed in the green case they came in, along with an unused cleaning cloth. I specifically packed the glasses myself of course, on my kitchen table and know full well, the glasses were in the box, despite their claim. I am not a dishonest person, if I return something, I return the original item in the same condition it was sent to me, I would never, ever lie. I request Zenni make this right and refund me due to their error. I do not wish to escalate this any further but will take appropriate measures if need be. I sincerely appreciate your time on this matter and hope to have this resolved by EOD, 4/26/24.Thank you.**********************

  

  Business Response

  Date: 04/25/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We did receive your return, but the package was unfortunately empty. In this case, we can make an exception to refund the order for you. You will receive an email confirmation of the refund in the next ***** hours, but please be advised that depending on your financial institution it may take up to ten days for the refund to show on any banking statements. If there is anything else we can assist you 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 help.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21623176
  
  I am rejecting this response because:

   

  As of today, I still have not received a refund. The refund was supposedly processed over 72 hours ago.  I want this case to stay open until my refund is processed.  Plesse provide screenshots showing from your end it was processed.  Im not interested in refund order numbers
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 05/01/2024

  Thank you for your message. We did issue the refund for you on April 26, 2024. The Transaction ID for the refund is 1gpt31vv. Please allow up to ten business days for the refund to show on any banking statements. 

• Initial Complaint

  Date:04/08/2024

  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 bought glasses from this company, and had to return them due to them causing headaches. I sent them back on March 18th, and apparently the company still has not receive them. I contacted **** and they didnt have an answer for me about the package. I have spoke with someone from Zenni multiple times; and the only thing they have offered me is a store credit. I want a refund back as this is completely out of my hands at this point.

  

  Business Response

  Date: 04/12/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a refund was issued for you on April 9, 2024. Depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. Please feel free to reach out to us via email at *********************************** by phone at **************, via chat on our website or on social media with any questions so we can better help you.

• Initial Complaint

  Date:04/05/2024

  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.

  They received the Glasses back March 23,2024 and stated I would receive refund for ***** by April 2nd and it still isn't processed for refund ! I just a refund for these glasses.

  

  Business Response

  Date: 04/08/2024

  Thank you for your message. The refund was issued for you on April 5, 2024. Please be advised that depending on your financial institution it may take ****** business days for the refund to show on any bank statements. If there is anything else we can do for you please reach us via phone at **************, via email at *********************************** by chat on our website, or on social media and we will be happy to help you. 

  Customer Answer

  Date: 04/09/2024

  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,
  
  ***************************