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:02/27/2024

  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.

  Dear better Business Bureau,I am writing to file a formal complaint against Zenni Optical regarding my recent order of prescription glasses, placed on February 10, 2024. My experience with the company has been extremely unsatisfactory, and I believe it is important to bring this matter to your attention.I placed an order for a pair of glasses with Zenni Optical, being assured that the glasses would be delivered within 7 to 14 days. However, as of today, February 27, 2024, I have not received my order. According to an email confirmation I received from the company, my glasses were allegedly delivered at 7:27 AM this morning. Interestingly, I did not receive this email until 4:01 PM, and upon checking, I found that the glasses were not at my doorstep or in my mailbox.I promptly contacted Zenni Optical and had a conversation with one of their representatives. Unfortunately, the representative was difficult to understand. Initially, I thought I was informed that the company would conduct an investigation within two days to determine the next steps. However, there was no indication that the company would take any responsibility or make efforts to rectify the situation for the customer.Later, at 5:09 PM, I received an email from the same representative instructing me to conduct an investigation over the next two days by speaking to my neighbors and checking with the post office, among other tasks. I am deeply disappointed by this response. As a disabled individual, it is challenging for me to undertake such tasks, and I find it unacceptable that I am being asked to do the company's legwork in resolving this issue.Therefore, I am reaching out to the Better Business Bureau to request your assistance in addressing this matter. I kindly ask that Zenni Optical be compelled to take immediate action to expedite the delivery of my order or provide a suitable resolution.

  

  Business Response

  Date: 03/05/2024

  Thank you for your message. We do see that the **** tracking number shows the package was delivered, and that you had emailed our team to let them know you received the package. We are glad the glasses arrived to you! If there is any issue with the order or you need to set up a return, 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:02/22/2024

  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 ordered a pair of glasses from Zenni Optical on 2/17/24. I ordered a pair from the men's section of the site and paid for expedited shipping because I need them urgently, as my current glasses are nearly unusable and I can't function properly without them. The pair they sent look like they would barely fit a 10 year old, and they're refusing to refund the cost of shipping despite the fact that it was their mistake in listing this pair in the adults section, and won't refund anything until after they receive the pair they already sent back, leaving me to wait up to another month to receive a new pair because of their s**** up. Neither of those things seem right, that I should have to pay for shipping because they can't maintain the quality or accuracy of their site, or that I should have to wait additional weeks to a month after already waiting for the pair I already paid for only to be left with unusable junk. All I want is them to send out a replacement pair immediately and cover the shipping to get it here sooner that I already paid for once, though at this point I think they should send it the fastest way possible for causing the trouble and making me wait for a second shipment after already paying for the faster shipping.

  

  Business Response

  Date: 02/28/2024

  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 a return label has been sent to you, and we are happy to assist you with any future orders if you decide to give us another try. Additionally, we recommend to measure a frame you have at home that fits well, and order one with similar measurements. The guide linked below will show you how to measure the frames!

  *************************************************************************

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21333219
  
  I am rejecting this response

   

  Are you serious? That's your best response is "we see a return label has been sent"?

  Is that supposed to nature up for me paying for expedited shipping and now having to wait 3 times as long or more to get a pair, and you refusing to refund the shipping?

  And I measured my old glasses, and according to the listing on your site the pair I ordered should have only been 2cm smaller, the ones I received were 9cm smaller than my old pair, meaning they were 7cm smaller than the information listed on your own site by my measurements.  So for your information being wrong your answer is to refuse to cover shipping, even after making me wait for you to receive the old pair to get my refund to reorder a new pair? Your can either refund me money and offer to cover the fastest shipping to make up for trying to steal my shipping payment and waste my time, or I will be continuing this complaint and never touching your company again. So are you actually going to put any effort into solving this,  or are you going to keep making me pay for your mistakes? 

  
  

  

  Business Response

  Date: 03/05/2024

  Thank you for your message. We do see that the store credit and refund has been issued for you at this time. We do understand the frustration and have shared your feedback with our team, but since the return has already been processed we are not able to offer a different return. We appreciate you taking the time to provide us with this information and we look forward to providing a better experience in the future. 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21333219
  
  I am rejecting this response 

   You "understand my frustration"but are more than happy to to take my shopping money and walk away? Ok, I get it, thank you for confirming that you never had any intention of fixing this from the start,  as soon as any credits are used I'll be going elsewhere for my glasses, maybe somewhere they actually put effort into ************ of their customers. 

  
  

• Initial Complaint

  Date:02/22/2024

  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.

  I placed an order yesterday, 2/21/24 - order number o3962881026 My FSA funds are expiring at the end of the month and I tried to place an order for me and my two daughters glasses, uploaded the Rxs and placed the order with my FSA card. The funds were deducted. But as soon as I placed the order it said HOLD. I thought it was probably because the order total was large, over $400. Fine. I chatted with someone and they said this was normal for large orders and to wait until it processes. The next morning, today 2/22, the order status says FRAUDULENT... who and how does this get determined when there was no investigation, no questions asked to me, just marked fraudulent. .. with no refund. when i chatted with someone else today, they said i have to wait 2-4 business days for them to investigate the fraud before a refund is issued because there is no explanation as to why they marked it as fraudulent... so i have to wait for my refund and for them to see why they thought it was fraud when it was used with my fsa funds. i will be out almost $500 if they do not refund before i can use by the end of the month. very very bad customer service!!!!!

  

  Business Response

  Date: 02/27/2024

  Thank you for your message. We are sorry that this happened, and we understand your frustration. It looks as though a new order was placed, and our customer care team was able to assist you with a promotion on the order as well. When you log in to your Zenni account you should see a spot under the orders where you can print your invoice for FSA/HSA use. If there is anything else we can assist you with, please let us know.

  Customer Answer

  Date: 02/27/2024

  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:02/22/2024

  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.

  I purchased glasses in December and they didn't fit. I repurchased another pair and was provided a return label. Work this holday season has been exceptionally busy (I am self employed and haven't had a day off in the last 4 months) and wasn't able to get the glasses returned in a timely manner (30 days per policy). Trying to juggle my business and family has been a challenge and nobody is getting my full attention. I feel very disrespected and under appreciated with the email I received. I had hoped they would at least return the glasses they would no longer accept or give me a store credit. See below the email I received an hour ago. 02.21.24 Re: Order # o6146876739 Dear *********************************,Upon review of this order, it was delivered in Dec 2023, and your returned glasses were scanned in at post office on 02/16/2024. It is far beyond our 30-Days warranty period for returns, so we cannot issue a 100% refund or store credit for the glasses. Once we have received your returned glasses, we will discard them for donation on your behalf, so we cannot send them back to you. We appreciate your understanding on this matter.Warm ****************************************** Support ****************** ************** www.zennioptical.com

  

  Business Response

  Date: 02/22/2024

  Thank you for your message. We are sorry that this happened and understand your frustration. It does look as though our team has issued a store credit for you as of February 21, 2024. Store credit is applied directly to your Zenni account. It never expires and can be spread across multiple orders until it is all used up. Click Redeem a gift card or store credit and Apply under the Payment Details section to use your store credit during checkout. Please note that store credit is non-refundable and any amount applied as payment for an order can only be returned for store credit, per our terms of use (***************************************************). If there is anything else we can do for you, please let us know.

  Customer Answer

  Date: 02/22/2024

  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:02/16/2024

  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 ordered my glasses 2/14/2024. Their website said its a 7 day waiting period until I will receive my glasses. However, when I check the status of my shipment it still states processing after 3 days. I was just chatting with an agent named ****** and he stated that the glasses are still being crafted and told me to check the tracking. Once I did checked it still states processing. I told him what the website said. He stated that I should receive my glasses in the frame. I asked to speak to a supervisor three different times and ****** never responded until I stated that I was going to report the company. Then ****** stated there is no supervisor available at this time

  

  Business Response

  Date: 02/16/2024

  Thank you for your message in regards to your order placed on February 14, ****. As outlined on the website the standard time frame on all orders is **** business days, not including weekends or holidays. For your reference, we have linked the shipping information below. With this, it gives an estimated delivery for your order of February 26, **** - March 6, ****. The order is still on track to be delivered in the time frame as outlined when ordering. 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 would be happy to help. 

   

  *******************************************************************************

  ***********************************************************************************

• Initial Complaint

  Date:02/09/2024

  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.

  Jan 22 - ordered glasses with wrong lenses. tried to cancel 10 minutes later. they said no can't cancel. said i was going to refuse package and do a chargeback. haven't received any money. they offered me store credit or 80 bucks which is not what i paid for the glasses. the package never entered my house or touched my doorstep. they want me to fill out my banking information on a form that is sent through email i refuse because it's not secure. i want a physical check sent to my house. do not call my phone for any reason. i want email only for communication.

  

  Business Response

  Date: 02/12/2024

  Thank you for your message. Unfortunately, the only way to provide a refund other than to the original form of payment is through the completed *** form. This is done as an exception as per our policy in our terms and conditions it states refunds can only be issue to the original form of payment. We are offering the *** format as a courtesy and an exception. If you are still unwilling to provide the completed form, we can issue you a store credit to your Zenni account. This credit does not expire. Please get back to us via email to let us know how you would like to proceed. 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21271574
  
  I am rejecting this response because:
    Your method requires my bank account information to be sent over insecure email. I want a paper check. I REFUSE STORE CREDIT. I have stated this at least 2 times in the many emails sent between us. I want a refund of $99.01 sent to my home address which you have on file. I refuse to send my bank account information on a form in an email attachment which may be viewed by any intercepting party. Anyone can use a sniffer and decrypt authentication pairs. I do IT security for a living. I do not trust sending a plain text form over the internet. I want a refund of $99.01 sent to my home address. I do not want or will I accept a store credit. 
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/16/2024

  Thank you for your message. We would be happy to issue the refund once the Electronic Payments Request (ACH) form we emailed you is returned to us via email. Please ONLY send the completed form to *************************************. Zenni will never use another address to request this information.
  
  Why am I being asked to provide banking information?
  As part of PCI Security Standards compliance, Zenni cannot issue refunds to any card other than the card used on the order. In a situation where that card is no longer accessible, Zenni will provide the Electronic Payments Request (ACH) form to process the refund request via the Automated Clearing House Network. This will allow the refund to be processed directly to your account.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21271574
  
  I am rejecting this response because: THIS IS AN INSECURE METHOD OF SENDING INFORMATION OVER THE INTERNET. NO for the last time.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/31/2024

  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.

  This place really doesn't like giving refunds. I tried to get a refund for glasses I received on 01/17/24. It is 01/31/24 and I was told I was a day too late to get a refund, I can only get a store credit. The frames I purchased looked much bigger online with the virtual try-on. They are too small for my face and fit uncomfortably. They are progressives and the prescription at the top seems wrong too. The reading portion is ok. I don't want to try and find something online again because this wasn't a great experience, but I guess I don't have a choice. That is a very short return window. I thought there was a 30 day return window, but be aware that it is only 14 days!

  

  Business Response

  Date: 02/01/2024

  Thank you for your message. We are sorry that the glasses did not work out, and for any confusion on our return policy. The policy as outlined in the terms and conditions when ordering, as well as on our website at the link below, does state the return needs to be initiated within 14 days to receive a refund. In this case, we can make a one time exception and offer the return for a 100% refund excluding shipping. We will email you a new return shipping label and return authorization, and once the item is returned we will issue the refund for you. 

   

  ***************************************************************************

• Initial Complaint

  Date:01/30/2024

  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 placed an order with Zenni optical on 1/30/2024. After I had checked out, I realized that "rush shipping" had been selected for be at checkout-- I had not selected it myself and had no idea "rush" was the default shipping.. I had never come across that on any other website.I immediately contacted Zenni support and they told me they cannot cancel "rush" orders. When I told them I had not selected or wanted rush shipping, they told me the glasses I ordered were from the "rush delivery" section of the website, however I had never visited such a section on their website. And it was not clear to me on selecting these glasses, that they were a part of some "special section" of the website.

  

  Business Response

  Date: 02/01/2024

  Thank you for your message. We are sorry for any confusion with the shipping options. We do see that your order was cancelled and refunded for you. Please allow up to ten business days for the refund to show on any bank 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:01/25/2024

  Type:Sales and Advertising 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.

  10/19/23 I placed an order for my husband. By mistake I ordered bifocals instead of progressives not knowing the difference. I spoke with a wonderful agent who explained the difference and offered a return. I asked for store credit as I had intended on reordering. The return was lost in transit and it finally got scanned in 1/24. I received an email tonight that the return had taken too long and when they received my return, "we will discard them for donation on your behalf, so we cannot send them back". I do not approve of this. If my money can not be returned, I need the glasses back. I do not have unlimited funds to just "donate" expensive glasses. I also did not approve of this . No where in the return policy does it state you will keep products and the money..that is theft.if you will not return the money, I should have the glasses or vice versa.

  

  Business Response

  Date: 01/26/2024

  Thank you for your message! We are sorry to hear this happened and we completely understand your frustration. We will go ahead and issue the store credit for you. You will receive an email within the next ***** hours letting you know the credit has been issued. The store credit does not expire and can be used at any time on a future order.

  Customer Answer

  Date: 01/26/2024

  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:01/25/2024

  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.

  I ordered two pairs of glasses with the prescription given to me by my optometrist and both pairs are unusable. I need to return the glasses (using the same frames but new lenses). I contacted Zenni to discuss this and received an answer stating there wasnt anything they could do as it was past the 30 days they allow for returns however this return isnt because of something trivial. It was completely out of my hands as the prescription was transcribed incorrectly before it was handed to me. I tried to explain that I just wanted new lenses but to keep the frames and they suggested I order new glasses and pay full price. I do not understand how they would not take back unworn glasses that are obviously in pristine condition and let me receive the correct prescription back.

  

  Business Response

  Date: 01/29/2024

  Thank you for your message. We are sorry to hear that happened with the glasses, and we understand your frustration. While we cannot manufacture just the lenses, we would be happy to offer a one time exception for you to return the glasses for a 100% store credit (excluding shipping) that can be used towards a new order. Our team will be in touch via email to help set this return up for you and to answer any further questions you may have.