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:04/02/2024

  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 work in an ******************* in ****. I have gotten a few calls for some patients wanting their prescriptions to order online. This is not the problem. The problem is, people are telling us the zenni only uses the numbers off the rx not the dates so they are using expired prescriptions to purchase glasses. The reason this creates a risk is that patients using expired prescriptions to order stylish glasses means that they may not be seeing as clearly as they should and are driving and using machinery, etc. it creates a public safety risk. All websites for eyewear require a Dr verification to prevent such safety issues. Different states have different prescription guidelines that online eyewear companies dont always follow. The last week I have had three specific requests for a prescription the patient knows is expired and when I refused they told me that zenni only uses the numbers not the dates.

  

  Business Response

  Date: 04/08/2024

  Thank you for your message and feedback! We do mention in our Terms of Use as well as in our *********** that it is recommended to have an updated eye exam, and that we advise against using an outdated prescription. Additionally, we do provide a prescription renewal reminder in the customer account as well. We have provided links to this information on our website and we appreciate you bringing this to our attention. 

   

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• Initial Complaint

  Date:03/27/2024

  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.

  They are now refusing to facilitate any type of return and also not making sure my recent order was delivered. They have refused to be of any help through their website or return money spent or a defective product.

  

  Business Response

  Date: 03/28/2024

  Thank you for your message. We do see that our team has authorized an extension on the return window for you, and sent you the return authorization and shipping label. Once you receive the new glasses, you can return the original order for the 100% store credit. The store credit does not expire, and the link here will show you how to apply that to a future order. 

   

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  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21496330
  
  I am rejecting this response because: I contacted your customer service a total of 3 times over this issue, and no alternative resolution was offered until I filed 2 complaints about it.

  You need to train your customer service representatives in the existence of people that are blind without glasses, as well as consider changing your return policy to reflect this understanding. Someone who is completely blind without glasses cannot return an incorrect pair until they have a replacement, or 5hey cannot function, and the vast majority are not going to have support to help them until a correct pair arrives.

  I also would like my discount I used on the order returned to me for the amount of time I had to waste arguing with customer service over this issue, which was a $30 off for my previous birthday I had saved up until I had my eye exam. I would also accept $30 refunded from my newest order, which at this point seems to be lost in the mail as there has been no shipping update in 5 days.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/02/2024

  Thank you for your message and feedback, we will pass it on to the correct team for review. We will be able to issue the store credit for you once the glasses are returned, but unfortunately each promotion isa one time use only. We do apologize about that. 

  In regards to your new order, the **** tracking does show the package was delivered on March 30, 2024. Since the package was delivered in the estimated time frame we can not offer any sort of refund. The **** shipping link showing the delivery can be found below. 

   

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  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21496330
  
  I am rejecting this response because: there has been zero offer of compensation for the trouble caused and the mistreatment by poorly trained customer service. A partial refund of the amount of my birthday discount that was wasted is reasonable, as it is only $30. Especially when I have suffered physical injury from the wrong index being manufactured. 

  Your company may not care, but even small injuries to my skin, due to medical conditions I have, can result in infections and permanent scarring. I have had to spend more money due to the injuries created by the previous purchase trying to prevent this.

  I do not believe I am asking for a lot as a customer, especially after what I've been made to endure.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2024

  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 am writing to file a formal complaint against Zenni Optical, with whom I have experienced significant dissatisfaction regarding a recent order. Despite numerous attempts to resolve this issue directly with the company, my concerns have been dismissed, and the resolution provided has been unsatisfactory.On 1/11/24 I placed an order with Zenni Optical for a pair of glasses with a specific Flame Red Mirror coating. Upon receiving the glasses, I discovered a significant discrepancy between what was advertised and what I received. The external color of the glasses met my expectations; however, the visual experience when looking through the glasses was not the Flame Red tint I selected but instead, a green hue.I reached out to Zenni Optical's customer service to address this issue and attached photos demonstrating the problem. I was informed in an email dated March 20, 2024, that the green tint was a result of the Flame Red Mirror coating interacting with an underlying gray tint. This was described as an intentional and desired effect, a detail that was not disclosed at any point during my purchase decision.This explanation is unacceptable and misleading, as it contradicts the product description provided on the website and my expectations as a consumer. The lack of transparency and miscommunication have resulted in a product that does not meet my needs or the specifications advertised.Furthermore, the response from Zenni Optical's customer service was dismissive, merely apologizing for the "confusion" without offering a practical solution or acknowledging the misrepresentation. This has not only caused inconvenience but has also left me with a product that I cannot use as intended.Therefore, I am seeking the intervention of the BBB to obtain a full refund for the misrepresented product and to ensure that Zenni Optical addresses this misleading information on their website to prevent future customer dissatisfaction.I appreciate your attention Sincerely,

  

  Business Response

  Date: 03/28/2024

  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 our team was able to work with you on this and has issued a partial refund. 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:03/17/2024

  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.

  Date of original transaction is 01/23/2023 it took until 02/28/2023 to get any sort of replacement.Concerning the original transaction: I received my order only to find that there was a defect on one of the lenses. The left specifically. I went to a brick and mortar eye optical establishment and talked to their optical specialist. I showed her the lenses and even she said that she could see the distortion wave on the left lense. She said it was either a defect with the lense itself or how the film was applied to the lense.I contacted Zenni customer report and requested that they just replace the one lense for me. They refused and requested that I send the glasses back for them to inspect. So I did. Zenni did whatever bogus inspection and stated that I was wrong and the lense was to industry standards. The only option they gave me was to purchase an entirely new pair of frames and lenses.I had to fight to get the frames at the same price that I originally paid.Then I come to find out that the films they put on the lenses are impossible to keep clean and the anti-fog requires that I "activate" the film daily for it to work. So I have to clean my lenses first then rub this cloth over the lense to "activate" the anti-fog feature, which then leaves smudges all over the lenses again.I didn't see that this requirement for the film was listed anywhere on the website when choosing lense film options. If it had been I would not have paid the extra money for this ridiculous film.The frames are **** poor quality and I have attempted multiple times to post a review of my experience with Zenni in general as well as my experience with their s***** frames and lenses. But for some reason my reviews are never posted. In fact there are very few negative reviews anywhere and none of them detailed or pointing out Zenni poor quality or poor customer service or the fact they don't give you all necessary information before purchasing.

  

  Business Response

  Date: 03/22/2024

  Thank you for your message. We are sorry to hear that there was trouble with your first order, and we understand your frustration. It does look as though we issued a store credit for that return, as well as provided an additional 10% off code for your new order. If you are still having trouble with the new pair, please reach out to us by phone at **************, via chat on our website, or via email at *********************************** Additionally, we have provided a link to our website explaining how best to use the anti-fog lenses for your convenience.

   

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  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21446383
  
  I am rejecting this response because: The companys response does not address why negative reviews are not posted to their website directly linked to the product being reviewed.Someone interested in purchasing from this company would have to do outside research in order to view the multitude of valid complaints against them. This company is deceitful by omission.

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 03/25/2024

  Thank you for your message. We do allow for customers to post reviews on our website with the products purchased. If there are no reviews, that means a customer has not left a review on that certain frame. You can also view all reviews on our Reseller Ratings or Trust Pilot pages linked below.

   

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  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21446383
  
  I am rejecting this response because: I personally posted two negative reviews directly to your website via the Zenni Optical app regarding the product purchased, the issues with quality and the issues with your customer service. Both were left pending and neither were posted that I can see. When I search through random products available on your site, surprisingly there are NO negative reviews on any product that address quality or customer service. All negative reviews that actually make it directly to a Zenni product page referrence user error only. This is a HIGHLY SUSPICIOUS business practice and I'd like an explanation as to why I have to post my reviews to independent websites in order for them to be posted.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/15/2024

  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 a pair of glasses from their website, needing a drastic change in prescription.Upon receipt of them, I began wearing them and realizing they were causing a lot of pain to my face. Causing headaches every day and tearing the skin on my ears.I then contacted the company, informing them of the problem and asking if they would provide an exchange for a lighter pair.Their only solution was I had to send back the pair of glasses now, or pay out of pocket for a second pair.I informed them that I am effectively blind without said glasses, and wished to use the credit towards the correct pair, and they refused.Told me earliest they could even provide a refund or credit was 3 business days after I post the glasses, which would be 5 full days without any glasses.I then informed them I would have no way to place a new order at that point, because I am completely blind without glasses. I can not see anything, walk, function and do not have any assistance or anyone to help.They refused to help beyond me paying out of pocket for another pair.

  

  Business Response

  Date: 03/22/2024

  Thank you for your message. We are sorry to hear the glasses did not work out for you, and understand the frustration. It does look as though a new order was placed on March 15, 2024 and did ship out to you on March 21, ***** via **** with tracking number 420565299261290339712005638121. If you would like to return the original order for a store credit, please reach out to us via email at *********************************** via chat on our website, or by phone at ************** and we would be happy to set up a return for you! 

• Initial Complaint

  Date:03/14/2024

  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 February 10 I used a birthday coupon to buy light transitioning glasses and 2 zr branded cases. The total cost was $71. 1 month later and I still have not been shipped what I paid for. I contacted zenni optical chat and they told me my order didn't exist. Zenni optical took my money and never sent me product. Now after contacting customer support over 5 times I have placed a new order for the same glasses that now cost $112 without any glasses cases added. I feel zenni optical tried to scam me and only refunded me after I used customer chat help 3 times. Now that I've been refunded they've marked up their prices and I'm getting far less and paying more. You should honor your prices and not try to steal from your customers. I would like my 2 zr branded cases and glasses for $71. Instead I'm forced to pay $112 with no zr branded cases. I would like a refund of the difference.

  

  Business Response

  Date: 03/18/2024

  Thank you for your message. We are truly sorry that your original order was cancelled, and we understand the frustration. It does look as though our team did issue a refund for you in the amount of $30 to account for the birthday promotion. We will also be sending you the glasses case as requested. If there is anything else we can assist you with, please let us know. 

• Initial Complaint

  Date:03/14/2024

  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 bought glasses and received them on January 24th. I requested a refund and was told I would be able to get a refund if I returned them within 14 days. They get scanned at the post office on march 7th. I was under the impression that I could return them within 14 days of requesting a refund not receiving the glasses. I should have been told that there wound only be an extremely short window for me to return the glasses. I was also not made aware that they would be donated instead of sent back to me. So, I wasted almost $30 and have received 0 store credit. One of the frames also arrived bent.

  

  Business Response

  Date: 03/18/2024

  Thank you for your message. We do see that a store credit was issued for you on March 15, 2024 and the credit was then used to place a new order on the same day. If there is any trouble with the new order please let us know! Additionally, we have linked our full return policy below for your review! 

   

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• Initial Complaint

  Date:03/08/2024

  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 have made multiple attempts at making a dispute with my bank and the associated companies involved with the fraudulent transactions yet have not received any explanation as to why it was denied or how they come to their decision. Im constantly being told Ill be emailed and given different timeframes by different agents. Ive notified the bank that Ive already made a complaint with the police department and do not reside nor have contact with the person making the charges yet no further investigation has been conducted. *** been dismissed and disregarded multiple times now.

  

  Business Response

  Date: 03/18/2024

  Thank you for your message. We are sorry for the inconvenience caused to you. We checked and would like to tell you that we could not refund for this order since it is a prescription item and has been delivered. We advise that you could contact bank to charge back by yourself. We appreciate your patience and understanding on this matter. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21408024
  
  I am rejecting this response because:
  This was already reported to the police. You are rejecting the law? I dont think so. Its your responsibility as a business operating under legal operating procedures to handle this matter and not the consumers. This is fraud and embezzlement on Zenni Opticals part so I dont want to hear anything else about it being my responsibility to recover the funds when I was NEVER the customer in the first place. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/22/2024

  Thank you for your message. Since this has been reported to the authorities per card holder, it is out of our hands at this time. We are sorry that this happened and understand the frustration. 

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21408024
  
  I am rejecting this response because:
  This company has tried to use any and every excuse to not refund my money. It is not the authorities job to REFUND a cardholder their funds when the company mishandled that cardholders information without verification. The authorities are not the ones responsible for refunds when the authorities have nothing to do with Zennie Optical. Again, this company is knowingly taking part of fraudulent business transactions and is trying any way they can to not provide a refund. Unless you would like legal action taken against Zennie Optical then I strongly suggest you provide the refund and you can handle things with the other party that mishandled my payment information, as you would any other person. Why this company has a personal issue with me is beyond my understanding but Im not going to let you get away with the fraudulent charges and activities youre willingly taking part in.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/05/2024

  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 always buy my glasses through zenni and i bought a frame from thesunglassescollection i was forced to get a tint on them but i was using them as my everyday glasses. i wanted a clear lens but they said absolutely not as the frame is from the sunglasses collection so i decided i would get their transitions lenses because i really liked that specific frame and i was willing to compromise to have a clear lens sometimes. I paid about $220 dollars for these glasses. when i received them i started wearing them right away and as with all new glasses it takes a minute to get used to the new lens which most of the time takes a couple of hours but this time it was different. my eyes were struggling to get used to the lens and i knew i entered the correct prescription because my two previous pairs were the same prescription and i didnt have any issues at all. after the second day of wearing the glasses i was nauseous, had vertigo and a pounding headache. i had to go back to my previous pair of glasses ( same frame, same prescription as the new ones only difference was the transitions lens and i was perfectly fine) as i looked closely at the lens i noticed four tiny t engraved onto the lens, 2 for each lens so i realized these engravings were forcing my eyes to focus on them and i was having trouble focusing on other things which led to me getting all those symptoms. i reached out to zenni asking them if they could remove the engraving, they said no, that they dont replace lenses and that they could not give me a clear lens and that the would not refund my money, my only option was to get store credit. i think its pretty ridiculous that after spending that much money they couldnt accommodate anything for me especially since they literally manufacture glasses and basically left me with no good options that would benefit me but they still were able to keep that sale. i feel scammed and Im still struggling to understand why they would engrave a prescription lens.

  

  Business Response

  Date: 03/18/2024

  Thank you for your message. We were able to find an order that was placed on April 4, 2023. It does look as though our team did issue a return for you, as well as a store credit to your Zenni account in the amount of $220.41. This credit can be used at any time on a new order, and does not expire. The video linked here will show you how to use the store credit. 

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• Initial Complaint

  Date:02/28/2024

  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.

  Placed an order for glasses from Zenni Optical. Product was to arrive at my door in 7-14 days according to their web site at time of purchase. It has no been 22 days and there is no sign of the product. All I'm being told by Zenni is "Be Patient."

  

  Business Response

  Date: 02/28/2024

  Thank you for your message. As outlined on our website, and at the link below, all orders do have a standard time frame of 7-14 business days. This does not include weekends or holidays. For your order placed on February 6, 2024 this gives an estimated delivery of February *****, 2024. Since the order has been manufactured and shipped via **** with tracking number ******************************, we are not able to offer a refund. If you receive the glasses and do not like them and want to return them for a refund, 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.

   

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  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21359201
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/29/2024

  Zenni changed the 7-14 day policy after they were late sending the product.  They NEVER stated only weekdays.  They lied to me and shifted positions on every communication with them.

  

  Business Response

  Date: 03/05/2024

  Thank you for your message. The shipping time frame has not changed, and can be found right on our website and in the terms and conditions while ordering. We have provided a link below that will show all of our shipping options and time frames for you. 

   

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