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:12/12/2023

  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 purchased glasses from Zenni Optical on 11/6/23, returned them on 11/14/23 and as of 12/12/23 they are refusing to issue my refund. Initially the claimed it takes 24 to 72 hours to process, this morning via chat support on their website, they're claiming it takes up to 240 hours (10 days).

  

  Business Response

  Date: 12/12/2023

  Thank you for your message. We do see that the refund was issued for you on December 4, 2023 with transaction number epr91ddv. You should have received an email confirming the refund. 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: 12/12/2023

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

• Initial Complaint

  Date:12/07/2023

  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.

  Hello,order #o6069609691 Item # #******* I ordered 2 pair glasses on 11/2/23, I received 1 pair. The second pair I have not received. I have spoken with Zenni Representatives several times. They continue to give me the run around. they are stating "wait until 9pm that day and if they don't come call use back". I have called over 9 times and same answer. i ask for a refund for my glasses and they continue to give me the run around. I want my glasses or a refund. Amount paid $154.85 + plus tax Thanks ******

  

  Business Response

  Date: 12/12/2023

  Thank you for your message. We are very sorry this happened with the order and understand your frustration. Our team did issue a refund for you on December 8, 2023. You should have received an email confirming this refund. 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. Please let us know if there is anything else we can assist you with. 

• Initial Complaint

  Date:12/06/2023

  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.

  Order #o6118876460: Order placed on 10/19/23 and received on 10/26/23. I requested a refund on 11/6/23 which was WITHIN the 14 day trial period. The glasses were not comfortable and were found to be made incorrectly after I went to the eye center where I had my exam to have them adjusted. After a few days of back and forth emails, I received a return label on 11/8/23 at 8pm. This was day 13 of the return window. The email stated I had 14 days to return the glasses. I assumed (my mistake) that was from the date of that email as it didnt indicate otherwise. I do not have a printer at home and had to wait until the following night to get the label printed. I placed them in the mail on Saturday 11/11/23. They were received at Zenni and I was informed that they were not scanned at the post office until 11/14/23. I was also informed that it was out of the 14 day return window and I would not be receiving a refund only store credit. New glasses can take a few days to adjust to. The 14 day trial period/return window is not really 14 days if I have to allow for time to email back and forth with customer support before being issued a return label with less then 24 hours to make it to the post office. I would like a refund not store credit.

  

  Business Response

  Date: 12/08/2023

  Thank you for your message. We are very sorry to hear that the glasses did not work out, and for any confusion with the return policy. We have gone ahead and requested the refund be issued for you as an exception. You will receive an email in the next ***** hours with 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: 12/10/2023

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

• Initial Complaint

  Date:12/04/2023

  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 bought a pair of glasses from them more than a year ago which started to corrode. I went to post a review of these glasses saying I would not recommend them. It is over a week later and my review doesn't appear, and it says 100% would recommend to a friend. I believe zenni is filtering only good reviews and leading customers to believe their product is better quality than it is

  

  Business Response

  Date: 12/06/2023

  Thank you for your message. We are very sorry to hear that is happening with the glasses. We have not seen a review come across in regards to this, but we do understand your frustration. Unfortunately your order is outside of warranty at this time but 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:11/30/2023

  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.

  I ordered an electronic gift card on Monday morning November 27 My credit card was charged. I have not received my electronic gift card still on Thursday afternoon, November 30 I have called and spoken to 2 different customer service reps (none of which reside in *****************) who have each told me to wait ***** hours. I asked for a refund. I was not allowed one. I planned to give as a gift 4 days ago.

  

  Business Response

  Date: 12/06/2023

  Thank you for your message. We are sorry there was trouble with your gift car order. Our team did refund the order for you on November 30, 2023. 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. 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. 

  Customer Answer

  Date: 12/08/2023

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

• Initial Complaint

  Date:11/24/2023

  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.

  I did not select rush shipping on my order--this was set automatially. After I entered my payment information and clicked submit order, I saw that this had been enabled by Zenni. I immediately contacted customer support by chat and email and they tell me that "rush orders cannot be modified". So, Zenni enables this option and then cannot edit it within 10 minutes of the order being submitted, and refuses to refund the rush shipping. This is what a scam looks like. Order #o5182198873 Desired resolution: refund the rush order fee = $23.95.

  

  Business Response

  Date: 11/29/2023

  Thank you for your message. We are sorry to hear if there was any confusion with the shipping options on the website. Our team has refunded you in the amount of $22.65 on November 24, 2023. 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: 12/04/2023

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

• Initial Complaint

  Date:11/15/2023

  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.

  On November 15th, I received an email from Zenni. It said "Under $30 (3moji face w green eyes and tongue) Fully loaded". So I put two pairs in my cart. I entered the code given " EARLY BF23" and was given a 30% discount. I first tried chat, then called customer service. I was told that was only a 30% discount code. I said - that is not what your email says -under $30 fully loaded. Sounds like it means complete pair. She said "yes. But, it does but can only give 30%". I said very misleading to customers and like a bait and switch.

  

  Business Response

  Date: 11/20/2023

  Thank you for your message. We are sorry for any confusion with our email. The email was stating that we provide frames under $30, and that our Early Black Friday sale would take 30% off select lenses. All sale information is also located in the terms and conditions located on our website, and linked below. We do have our regular Black Friday Sale happening now which you can take advantage of if you still have not placed the new order! 

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

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20876254
  
  I am rejecting this response because:

  You can clearly see that the email says $30 fully loaded - nothing about frames $30. The email makes it appear, by the words "fully loaded" that you get a complete pair. It is misleading to the public, designed to get the consumer interest and then to substitute a more expensive option.

   

  Sincerely,

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

  

  Business Response

  Date: 11/21/2023

  We appreciate your feedback and have passed this on to our team for future reference. Thank you for taking the time to reach out.

• Initial Complaint

  Date:11/12/2023

  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 under rush order and still waiting way past the promised date. All I get from customer service is they apologize and wait a few more days. Ive been told this multiple times and its frustrating. I cannot cancel the order because it was a rush order but yet, it was never rushed in the first place. So Im pretty much at the mercy of Zenni until they feel like sending my glasses out.

  

  Business Response

  Date: 11/13/2023

  Thank you for your message. We are very sorry about the delay with shipping and understand the frustration. We have refunded the shipping fee for you, and the order did ship today (November 13, 2023) via ****** The ***** tracking number is 786293800812, and you can track the shipment right on their website. 

• Initial Complaint

  Date:11/11/2023

  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.

  Hello,Zenni order# 1#o6069609691 I order my eye glasses on 11/3/2023 with express shipping 2 to 5 days. Today is 11/11/23 and still no eye glasses or no explanation of when I will get my glasses. I NEED MY EYE GLASSES. Please help me with my glasses or refund. No one knows what is going on with my order.Thanks ******

  

  Business Response

  Date: 11/13/2023

  Thank you for your message. We are sorry too see that the glasses did not arrive in the outlined 3-5 business day time frame. We have refunded the shipping fee for you. The glasses did ship out for you via ***** with the tracking number 786264019970, and are estimated to arrive on November 15, 2023. You can follow along with the shipment right on the ***** website. 

• Initial Complaint

  Date:11/10/2023

  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.

  I ordered a pair of glasses earlier this year from Zenni and the wrong frame was used for the glasses sent to me. I exchanged these glasses and got another pair. These glasses did not fit right, so I sent them back and got a 50% store credit to get another pair of glasses. I contacted customer support for help to pick a pair that would fit, and the customer support person selected one pair that might work. The last pair I received from zenni have lenses that do not work. I think the frame was too small for the lenses of my prescription. So I have a pair of glasses I cant use. Terrible customer support .

  

  Business Response

  Date: 11/13/2023

  Thank you for your message. We are sorry to hear that about the glasses. If you can please reach out to us via email at *********************************** by phone at **************, or via chat on our website with your order number, as well as a copy of the original written prescription, and we would be happy to assist you.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20854040
  
  I am rejecting this response because:
  
  I dont want another pair of glasses from Zenni.  I would like a refund.  This whole ordering process with Zenni was a waste of my time.

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

  

  Business Response

  Date: 11/20/2023

  Thank you for your message. Since the order was placed in August 2023 and is now three months old it is outside of the warranty period for a return. The full return policy is listed on our website, as well as in the terms and conditions while ordering. We have linked the policy below as well for you. 

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

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20854040
  
  I am rejecting this response because:
  
  I dont have a pair of glasses I can use.  Zenni has taken my money and not sold me a usable product.  Zennis customer service is terrible.

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

  

  Business Response

  Date: 11/21/2023

  We are sorry, but since the order was placed in August 2023 and is now three months old it is outside of the warranty period for a return. The full return policy is listed on our website, as well as in the terms and conditions while ordering. We have linked the policy below as well for you.

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

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20854040
  
  I am rejecting this response because:
  
  The  latest response from Zenni I received was a cut and paste from their last reply.

  Again, Zenni didnt send me a pair of glasses I can use. Ordering glasses from Zenni was a waste of time and money.

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