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:01/23/2024

  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 glasses from Zenni. I paid for two day shipping, as seen on the ***** screenshot. But my item is not here. ***** can't say where it is and Zenni won't help. I want my money back. Zenni clearly doesn't keep their word and two day shipping doesn't mean two days. I called them and they wouldn't even refund my shipping cost. I want it all refunded. Every *****.

  

  Business Response

  Date: 01/26/2024

  Thank you for your review. The Express Shipping time frame as outlined on the website, and the link below, is **** Business Days. This does not include weekends or holidays. The ***** tracking number for your order (************) does show the item was delivered on Thursday January 25, **** which is within the outlined time frame. Since the order was delivered within the time frame we cannot issue any sort of refund.

   

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

• Initial Complaint

  Date:01/23/2024

  Type:Delivery 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.

  Ordered glasses on 12/21/2023. When I received the envelope on 1/2/2024, it was marked empty and opened by the post office. I contacted Zenni to replace the order. They shipped a new order and it was mailed out. The post office tried to deliver it on the 16th, but couldn't due to closure. And it's been a week now. I just want a refund. I contacted Zenni and they are refusing a refund.

  

  Business Response

  Date: 01/26/2024

  Thank you for your message. We are sorry to hear this happened with the order. It does look as though our team has issued a refund for you as of January 23, ****. You should have received an email confirmation of the refund, but please be advised that depending on your financial institution it may take up to ten business days for the refund to be reflected on any bank statements.

  Customer Answer

  Date: 01/29/2024

  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:01/13/2024

  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 opened my new pair of glasses and immediately realized there was a problem with the glasses I ordered. I ordered a metal gold frame, but the frame was some other material with a faux-metallic silver color. I wasn't worried at first because I thought for sure that they had just sent me the wrong pair of glasses and that I can just return them for the pair I wanted but customer service told me that that was the intended color of the glasses. I provided a picture that clearly showed the different color and material, but they kept on implying that I was wrong and that the color was gold. I'm going to end up returning the glasses tomorrow, but it still feels like a case of bait and switch, especially since I won't be refunded for the shipping. I also am not trusting any future orders from this website since there can be such a significant difference between what is advertised and what is provided.

  

  Business Response

  Date: 01/16/2024

  Tank you for your message. We are sorry to hear this happened and understand your frustration. We have passed this feedback on to our team for review. We do see all the return information has been sent to you, but if you have any further questions 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:01/12/2024

  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 October 20, I bought a pair of glasses from this business, which arrived with a chip in the lens. I pressed for a refund, which was refused. They sent a replacement, which was of poor quality. The "scratch resistant lenses" chipped while I was cleaning them as best I can tell. I pressed for either refund or replacement. They demanded several sets of pictures, with increasing levels of notation/detail, and then hung up on me. Now they are back to saying it's policy not to do anything. Why make me send all the pictures, then? Malicious behavior. These are medical supplies they sell. This is not a game.

  

  Business Response

  Date: 01/18/2024

  Thank you for your message. We are sorry to hear that there was some trouble with your glasses ordered in October of 2023 and understand the frustration this may cause. We were able to remake the glasses when you first reached out since you were still within the warranty period, but at this time the warranty has expired. Our team has been working with you for a few days, and in your case we have exhausted all available options. You did request for our team to delete your account and we have done so, and at this time there is no further action we can offer for you since you have declined to place a new order.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21138234
  
  I am rejecting this response because: no action was taken at all to resolve the complaint (see response). 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/19/2024

  I tried resolving the dispute through the channels Zenni claims it gave me. They demanded many pictures, made many offers of inspection and so on. I tried to follow instructions, but these kept changing. I tried to follow up with Zenni, and they blocked my phone number and email address. Chat agents hang up on me without explanation. They say supervisors are supposed to call but they call from random numbers and do not leave voicemails. The random numbers must also have me blocked. Return my money and I will return both sets of glasses. I need medical supplies, not conflicting sets of answers that change with each subsequent contact 

  

  Business Response

  Date: 01/22/2024

  Thank you for your message. It does look as though our team has been working with you on this for a while, and upon thorough consideration of your concerns, we are pleased to inform you that we have reached a resolution that we believe will meet your satisfaction. As a one-time exception, we have decided to issue a full refund for your order #***********, totaling $62.85. There is no need for you to return the glasses.We apologize for any inconvenience this situation may have caused you. By accepting this resolution, we trust that this matter will be considered closed with no further action required. We will promptly process the refund to the original form of payment within ***** hours.Thank you for your understanding and cooperation.

  Customer Answer

  Date: 01/22/2024

  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. Thanks
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/24/2023

  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 been a Zenni customer for over a decade and have spent thousands of dollars on 3-4 pairs a glasses a year. I am writing in regards to order o6131156344. I received the sunglasses, wore them for a walk, and got a terrible migraine. I checked the prescription, and it was a random prescription that isnt even saved in my account! I chatted with Zenni on 11/23 letting them know I received an incorrect prescription. They gave me the option to return the sunglasses for a refund or store credit. I chose store credit because I planned on getting more glasses. She said she would send a return label. I went on a 2 week vacation (without sunglasses to wear), and still came back and never received the label. I chatted on 12/24 to have them resend the label and was told too bad, its past the return date. So they sent me someone elses prescription (which caused a migraine), left me without sunglasses on vacation, and then refuse to fix their mistake. They just lost a 15 year customer and any future business.

  

  Business Response

  Date: 01/02/2024

  Thank you for your response. We are sorry to hear that happened and understand the frustration. It does look like our team chatted with you on December 24, 2023 and let you know we will still honor the return for store credit. Once the glasses are sent back to us, we can issue the store credit for you! We will send you an email confirmation once the credit has been applied. 

• Initial Complaint

  Date:12/22/2023

  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.

  Ordered glasses on the 17th of December 2023, order was IMMEDIATELY processed as having been placed on the 18th(first lie). When I reached out to zenni to figure out why I still don't have my glasses today "Lei" decided giving me my order number and ending the chat was good enough. My glasses are paid for, but mysteriously nobody knows where they are or why they're suddenly listed as processing 5 days after they should have been delivered. ZENNI IS A SCAM.

  

  Business Response

  Date: 12/22/2023

  Thank you for your message. The time frame for the Rush Delivery order is 3-5 business days, and the order is still within that time frame. The order has shipped via ***** with tracking number 788451879120 and is expected to still arrive to you in the 3-5 business day time frame. If for some reason it arrives outside of that time frame, 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: 12/23/2023

   
  Complaint: 21045511
  
  I am rejecting this response because: the order placed on the 18th will now arrive on the 27th AS I HAVE BEEN TELLING ZENNI FROM THE BEGINNING.  That is well past the 3-5 day rush, even using only business days. 

  I want a full and complete refund, my order delivered to my residence, and an apology from zenni stating they were wrong and should have listened from the start. 

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

  

  Business Response

  Date: 01/03/2024

  Thank you for your message. The ***** tracking for your order does show the item was delivered on December 26, 2023 which is in the 3-5 business day time frame since December 25, 2023 was a holiday. Since the order did arrive within the time frame as estimated, we are not able to offer any sort of refund. We have provided a link to the ***** tracking confirming delivery, but if you did not receive the package please let us know via chat or email at **********************************. 

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

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21045511
  
  I am rejecting this response because:

  The package DID NOT arrive until 24 hours AFTER the posted delivery date. Making it the 6th day of a 3-5 day rush. Further, 5 business days would have been the previous Saturday, a day you do in fact operate.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/18/2023

  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 11/6/23 I placed an order through Zenni's Optical app for a pair of glasses with a progressive prescription on my AMEX. Let it be noted that my eye doctor would not provide me with my PD so I used the video in Zenni's app to calculate it. The glasses arrived on 11/16/23. I couldn't see out of them. I assumed perhaps the PD was incorrect. I contacted Zenni and they sent me a return label. At the time, I asked for a a store credit because my plan was to recalculate said PD and reorder. I id this and replaced an order on 11/19/23, again using the store credit. The 2nd pair of glasses arrived on 11/28/23. Again, I could not see out of them. I contacted Zenni again. They sent a new return label and let me know when they arrived back to them, they would provide a refund. In the interim, I went to Target Optical because I really needed the new prescription. The doctor there said Zenni was only good for single vision prescriptions, that progressive were too involved given they never even ask for any measurements etc. The glassses made it back to Zenni and I called them regarding the refund. I was told because I used store credit, that the only way I could receive a refund was for store credit. I do understand this policy, however, given that I gave them 2 chances to get it right and they didn't, could I please just get my money back since I would not be able to order from them in the future. They refused. I asked to speak to a manager and said manager again refused saying I would get a store credit. I feel an exception should be made in this instance. That store credit (which a week later is still not showing up in my account, will just sit there given I can't order from them. I JUST WANT MY MONEY BACK. HELP??

  

  Business Response

  Date: 12/22/2023

  Thank you for your message. We are truly sorry to hear that the glasses did not work out for you, and we understand your frustration. As listed in our return policy, if an order is paid for by store credit and returned we are only able to offer another store credit. In your case, we can make a ONE TIME EXCEPTION to issue a refund, excluding shipping. You will receive an email confirming the refund in the next ***** hours, but please be advised that depending on your financial institution it may take up to ten business days for the refund to be reflected on any bank statements. 

  Customer Answer

  Date: 12/22/2023

  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.  All I wanted from the start was a refund. Thank you. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/13/2023

  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.

  Two glasses were returned and I was issued a store credit. I ended up getting ***** and wont be needing glasses anymore and wont have any use for store credit. The representative refused to guve me my money back.

  

  Business Response

  Date: 12/18/2023

  Thank you for your message. We are sorry to hear that the glasses did not work out for you. Unfortunately, we are no able to offer a refund in place of the store credit that was issued in December 2022. Once a store credit is issued, we cannot take it back. We do offer non-prescription lens options as well that the store credit can be used towards if you would like to do that. If there is anything else we can assist you with, please reach out via phone at ************** or by email at **********************************. 

• Initial Complaint

  Date:12/12/2023

  Type:Order 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.

  J'ai demand un (lebel) papier de retour par la poste pour retourner leur lunette qui ne convient pas. Depuis prs de 3 mois j'attend toujours et leur ai parl au ******* minimum 4 5 fois et il me jure de m'envoyer se papier par la poste pour retourner ses lunettes mais jamais je ne le reois. Alors je me plaint.

  

  Business Response

  Date: 12/18/2023

  Merci pour votre message. Nous sommes vraiment dsols que l'tiquette de retour ne vous soit pas parvenue. Il semble que nous ayons mis le crdit du magasin sur votre compte Zenni pour vous. Vous devriez recevoir un e-mail de confirmation du crdit, et il pourra tre utilis lors de votre prochaine commande !

• Initial Complaint

  Date:12/12/2023

  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.

  Ive ordered glasses since 2014 almost ten years, I order a 1-2 pairs a year. They have 100 employees in ********** and **** in ***** and yet you can not call them. They have gotten too big for themselves and customer service has failed. The computer added an old script to the order when I hit reorder frame and choose the old script; the order was over ridden by the old script and kicked out the new one. I did not notice since I had previously picked the correct script. One has to work there to understand how it works. 10 years and they added a rewards program that did not reflect my patronage. Like a kick in the head; pretty much: thanks for supporting us for 10 years while we became a big business and then s**** you as we welcome new customers and forget one had ordered during this businesses first years when online glasses were not common. What a way to show respect to long term customers: all about money. Again no way to reach them, via voicemail; **** underpaid ******* workers (look it up-international sweat shop). American business built on ******* labor. I had no idea. They used to be local.

  

  Business Response

  Date: 12/12/2023

  Thank you for your message. We are very sorry to hear if the wrong prescription was ordered with the glasses. We do recommend removing any old prescriptions from your account and only saving the most up to date information. Our Rewards Program is a new program and we do apologize that we are not able to retroactively apply any points. We can cancel the shipment of your order if you would like so that you can re-order with the newest prescription. We are always available by phone at ************** or by email at *********************************** Please reach out to us by phone or email to confirm if you would like to cancel the order and we will be happy to help you.