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:11/08/2023

  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.

  On 10/31/2023 I ordered glasses from Zenni Optical online and ordered them via Rush order 3-5 days. The glasses should have arrived on Tuesday 11/7/2023 and did not arrive. In fact the order status is still listed as "processing". I reached out on Tuesday for assistance and was told they had no information and I would have to wait until the end of the day to see if they arrived and if they had not I could then re-contact them to be refunded my rush shipping fee. I was not able to determine if they had even be made and was told "We appreciate your patience" when asked when I could expect them and was told "this will be expedited" and "shipping should be emailing you". They did not arrive on 11/7/2023 so on 11/8/23 I again reached out as status still says "processing". I was able to have rush shipping refunded but was told they could not tell me when my glasses would arrive or if they had even been made. I asked to determine this so I could cancel if it would not be a certain time as my daughter needs these glasses to see for school. Zenni's rush shipping optoin is why I chose them. I was told they could not give me a time and I was not allowed to cancel a rush shipping order. I pointed out they had not been rush shipped and was told I was still not allowed to cancel. I have been able to get no information as to when I will get them. I would have went with a local eye doctor if I knew that I wouldn't get them. At no time has Zenni contacted me to say they will be delayed, offer solutions or to allow me to cancel due to them not being able to meet their end of the deal. Customer support gives me auto responses to be patient with no resolution. This is beyond not good customer service. I do not believe holdign me accoutable when they don't hold themselves accountable is appropriate. I am being held to a much higher standard than they hold themselves at the sacrifice of my daughter.

  

  Business Response

  Date: 11/09/2023

  Thank you for your message. We are very sorry about the delay with your order. We did go ahead and refund the rush delivery shipping fee for you. You will receive an email confirmation of the refund in the next ***** hours, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any bank statements. Additionally, the order did ship today (November 9, 2023) via ****** The tracking number is 786091509170 and you can track that on the ***** website.

• Initial Complaint

  Date:11/08/2023

  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.

  Order number: o6098390477 On September 20, 2023 I ordered a pair of distance glasses from Zenni Optical. I furnished Zenni with the prescription provided by my ophthalmologist. My ophthalmologist said my prescription was the same for 2 years, so I felt encouraged to request a pair of distance glasses. As I senior citizen on a fixed budget, I thought Zenni was an affordable option. I worked with their chat representative to try to make sure the order was correct and the appropriate documentation was uploaded. During that process, their form asked for PD (Pupillary Distance). I don't have a camera on my computer, but from the website and chat representative, I was able to download their recommended software to my smart phone. When the glasses came in, they did not help my vision. Indeed I felt that wearing them would give me a headache. Zenni provided a shipping label back to check whether the lenses had been made according to the prescription I provided. Zenni claimed they had been made according to the doctor's ************* Since the doctor's ****** was stable for 2 years, I believe the problem lies in the pupillary distance measurement. Another customer service rep gave me the normal PD range, and I don't think their software placed me in that range. Because I was following their recommendation on how to measure PD, I feel they should remake the lenses if I get a professional measurement and it differs from the one their software produced. I have offered to do that. The representative refuses to re-make the lenses (using the same frames). She offered a store credit which was less than what I paid. A store credit is useless if I can't get glasses that improve my vision. I would like to get another PD measurement to provide to Zenni and have them remake the lenses, then ship the glasses back. Otherwise, I would accept a full refund of the amount that was charged to me, $33.80. Sending back glasses that distort my vision and cause headaches is unsatisfactory.

  

  Business Response

  Date: 11/13/2023

  Thank you for your message. We are sorry to hear that happened with the glasses and understand the frustration. Per our return policy, the store credit does not include shipping. In this case, however, we can make an exception and offer a full store credit INCLUDING the shipping fee for you. If you would like to move forward with this option, please email us at ********************************** so we can issue the return authorization for you. 

• Initial Complaint

  Date:11/06/2023

  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.

  Placed an order with Zenni optical on 10/30 I corrected my shipping address and billing address when i placed the order, the system combined and old address with my new apartment number. I placed a rush shipping from 3-5 Business days delivery time and it's 11/06 and I still have no tracking number i called right away on 10/30 to tell Zenni about the system combining the addresses and they said there was nothing they can do. I called again on Friday because I still havent received the glasses and they said to wait until Monday. I called today and the person handling my call said it will take ****************************************************** back. I mentioned to him i really needed these glasses and he said there was nothing they can do. I feel this shipping time is unrealistic and false advertisement because they cant deliver in what was promised. He said allow me 48 hour hours when i paid express shipping which is was $20 additional from the glasses Another thing is they advertise the full paid of glasses for 7 dollars and the system doesnt let you bypass unless you pay additional items that are not necessary for the glasses. This is also false advertisement. Today I'm speaking to a gentleman on the phone and he says he was seeking for a supervisor for me after i requested one from the beggining and it's been 30 minutes and nobody available to talk to my Mom leaves out of town tomorrow this is why I express her glasses and this place is a joke that can't deliver. I'm so frustrated.

  

  Business Response

  Date: 11/13/2023

  Thank you for your message. We are sorry to see that the order did not arrive in the outlined time frame, and we do understand the frustration. The ***** tracking 786037428083 does show a delivery of November 9, 2023. Since the order was late we will refund the rush delivery shipping for you. You will receive an email confirmation of that refund in the next 24 hours, but please be advised that depending on your financial institution it may take up to ten business days to show on any bank statements. 

• Initial Complaint

  Date:11/03/2023

  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.

  I moved from CA to VA. Ordered glasses from Zenni on 10/14(, updated address, double checked address before submission.The order was sent to the old address anyway.Called and complained and Zenni said it couldnt be a problem in their system, it must have been my mistake. They would not offer a refund or remake of the 2 pairs of glasses I ordered.On 11/1 I attempted to order another pair, double/triple/quadruple checked the address, even had a third party check the address before I submitted the order. Checked the following day, the address had defaulted to the old address again. I called on 11/2 and asked them to change it to the correct address in their system, they did. Checked my account in 11/3 and once again it has changed to the old address.I received an email from customer service stating there was nothing wrong with their system and it was my mistake and the new order is still going to the old address. Ive been very patient but it seems as though Zenni (1) has no idea how their own ordering software works and (2) doesnt care that the customers are getting what they paid for.Im not asking for free glasses or a discount, i simple want the glasses Ive paid for.

  

  Business Response

  Date: 11/03/2023

  Thank you for your message. We are seeing on our end that the newest order placed on November 1, 2023 is being shipped to the ******** address on ***************************. Although we have changed that on our end, it will not reflect on the original order on your account - we do apologize about that. It does look as though we will also be issuing a store credit for the order placed on October 14, 2023 that went to the ********** address. We recommend removing the ********** address from any saved addresses on your account if you haven't already. If there is anything else we can do for you, plesae let us know.

  Customer Answer

  Date: 11/05/2023

   
  Complaint: 20819646
  
  I am rejecting this response because:  I still have yet to receive even one pair of the three pairs I paid for, nor have I received even a simple apology.  Instead, I have been on the phone every day since 11/1 trying to figure out how to simply receive the glasses I paid for.  I received multiple emails stating that I would not get a credit, then one stating the business would give me a 50% refund.  I still have not had one single representative admit that there is a problem with the software.  This is way too much work to get a product that I paid for in full delivered to me.  After calling and complaining repeatedly I was FINALLY given store credit for the glasses I ordered.  This is absurd and the business should be ashamed of themselves.  Also to note, I'm not the only customer that has had this issue, a simple internet search shows that this is a common issue.

  Thank you for your recommendation on removing the CA address, but that was the first trouble-shooting measure I took, it has been removed from my account since the beginning.  Again, I would tell you to look at the issues with your software, but it seems as though the business has no desire to do so or to admit any fault.  

  I'm not trying to scam anyone or get anything for free, I simply want the glasses I've paid for.  It is your ONE JOB to deliver glasses that customers have paid for and ordered.  It would cost you less time and money to simply fix your software issues than constantly argue with me about remaking the glasses I ordered and paid for.

  After spending hours per day (yes hours, check your call logs) I was finally reluctantly given a store credit, I ordered new glasses with the store credit I was given, I am not optimistic that I'll actually receive them but I'm hoping I do.  After that, I will never order from this business again and I'll not recommend it to others either.  I recommend this complaint stay posted so that consumers can see the type of service they can expect from this business. 

  Sincerely,

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

  

  Business Response

  Date: 11/08/2023

  Thank you for your message. We do apologize for any mix up with the orders, and we do see that one order is on route to you and the one placed on November 4, 2023 is on route to our distribution facility. Once that second order ships we will email you the tracking number as well. Both orders are set to arrive in the outlined time frame on the website!

• Initial Complaint

  Date:10/29/2023

  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 am writing to express my dissatisfaction with Zenni Optical.I wish to complain about glasses that I purchased on September 3, 2023, the glasses were defective. On Oct 24 2023 I receive and email saying, We are sorry for the inconvenience caused to you and will remake the glasses ******* for you. We will rush this order and ship it to you as soon as possible. Then on Thu, Oct 26 2023, I received and email saying Thank you for contacting Zenni. We sincerely apologize for any inconvenience caused to you. The estimated delivery is 3-5 business days. Thank you for your patience, I called Zenni Optical for a tracking number, since the email said The estimated delivery is 3-5 business days, was told by customer service rep, my order has not been processed yet, so there is not tracking number. BBB I request you to look into this matter, I am utterly disappointed with this kind of quality of service being delivered to me.

  

  Business Response

  Date: 11/03/2023

  Thank you for your message. We are very sorry for the delay with the shipment of your order, and we completely understand your frustration. The order has shipped via ***** with tracking number 785902996350 and is expected to arrive to you on Tuesday November 7, 2023. Additionally, we will be applying a 15% off promotion to your original order and refunding your payment method. We will issue that refund in the next ***** hours for you, and we will email you a confirmation once it has been sent. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any bank statements. Thank you again for reaching out. 

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20798028
  I am rejecting this response because: Of of poor service I received from Zenni Optical. Zenni Optical, needs to broaden their horizons, and treat customer with more respect, I trust this is
  not the type of concerns that you wish to receive from you customers, I would like to express my disappointment for your unsatisfactory of service,
  Sincerely, I hope you agree with me that this is not acceptable under any circumstances, I also trust that Zenni Optical will take the necessary precautions to prevent such incidents in the future, I would also like to make

  sure that bad service dose not become a habit, when you know better, do better.
  
  ***********************

  

  Business Response

  Date: 11/07/2023

  Thank you for your message. It does look as though your package was delivered to you today, and the additional 15% off refund has been issued as well. We have passed your feedback on to our management team and we again do apologize for the experience you had. If for some reason you did not receive the glasses, llease reach out to us via email at *********************************** by phone at **************, or via chat on our website with your order number and we would be happy to assist you.

• Initial Complaint

  Date:10/09/2023

  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 purchased three pairs of glasses and only received 2. I have been asked to photograph the pairs I have and have gotten limited assistance. I no longer want the third pair due to the horrible customer service. I want a refund of Rectangle Glasses ******* Tortoiseshell $133.90. My order number is #o6097398931. Thank you

  

  Business Response

  Date: 10/16/2023

  Thank you for your message. It does look as though our team has looked into this matter for you, and we are happy to offer a remake of the glasses at no charge. If you do not want the remake, we can offer an exception for a full store credit for that pair. Please get back to us via email at *********************************** or by phone at ************** to confirm how you would like to proceed. 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20713333
  
  I am rejecting this response because: I would like a refund to my original payment, not a store credit.  I never want to shop at Zenni again.  Resolving this complaint has been a nightmare.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/20/2023

  I am sorry but per our policy we can only offer a remake of the glasses or a store credit for the pair. We are happy to include the shipping fee in the store credit if you choose that option, and if you prefer the remake we can expedite the shipping for you.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20713333
  
  I am rejecting this response because: I never received the glasses due to their error.  This should be an exception.  I want this escalated to a manager please.  I have been a customer over a decade.  This is ridiculous.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/27/2023

  Thank you for your message. We will go ahead and make a one time exception to offer a refund for you. You will receive an email confirmation of the refund in the next 24 hours, but please be advised that depending on your financial institution it may take up to ten business days to be reflected on any banking statements. 

  Customer Answer

  Date: 10/30/2023

  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:10/08/2023

  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 previously filed a complaint with BBB sometime in August of this year. I have since then missed a phone call from you and then went on a long vacation. I wonder if my original report is still on record or should I write another about Zenni Optical. I have a need to emend the information anyway. I am a night worker and work a week on and a week off. It unfortunately is tricky to communicate with day folks but I would really like to get help about this case. Again, in short I made a special order for a pair of glasses, paid for them including a premium for expedient delivery. The order was mid July of this year. Time went by and no glasses arrived. Zenni emailed me that my package was returned-not known address. Then I discovered they tacked onto my ****** address another address line: In ********. The glasses were returned to where they came from: ******** **. Where I presume they sit. I stated in my original complaint to you and to them I think my glasses had been stolen. But they went back to the company. After calling them (the phone people are in the Philipines) , I was told I could pay 50% of what I originally paid for them and then they would ship them to me. I told them I did not give them a MD address but they insist I did. NOT true. Anyway there it stands. They will not send my glasses nor will they reimburse me for them. Incidently, part of what I paid for was a glasses case. Interestingly enough they got sent to my correct address! I have the envelope they were shipped in and you can see that and tracking information. I will wait to see what you guys think about this situation, if it is something you might be interested in.

  

  Business Response

  Date: 10/12/2023

  Thank you for your message. We are sorry that the order did not make it to you, and we completely understand the frustration. We have gone ahead and put a request in for a remake to be sent to the updated address. You will receive an email with the new order number within the next 24 hours. If there is anything else we can assist you with, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media and we would be happy to help.

• Initial Complaint

  Date:10/03/2023

  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.

  I ordered a pair of glasses and cleaner on 10/03/2023, and while I did try to update my address, it appeared there was some error either on the system's side or on my own. I noticed this within 24 hours and reached out to Zenni Optical to have my address changed to the correct one but was informed that because I paid more money to have this delivered to me promptly, they are unable to either change the address or cancel the order. I was on the phone with customer service for hours and, in the end, told they'd "try" and that I'd receive a confirmation if they did change the address. I was given no guarantee of the address being changed nor that I'd ever see this money again if it's not. I was told to ask the people at the wrong address to mail it to me, which of course I have no way to do, and then to just wait for them to return the package to sender, which there's no guarantee that they ever will. It is worth mentioning that all of this happened before the order shipped, it was still in Zenni Optical's hands, not with the shipping company. Had I waited until it shipped, I understand why nothing could be done, but Zenni Optical had this order and refused to do anything to fix it and when I asked for an email regarding this refusal, I was instead just sent an email telling me what I want, not any guarantee that it'd be followed through on. I'm a college student, I need glasses, and I don't have the money for this to just be a loss. I've also ordered glasses through Zenni Optical twice before and would have remained a loyal, life-long customer had the company not so shamelessly robbed me and told me to get over it.

  

  Business Response

  Date: 10/05/2023

  Thank you for your message. It does look as though the address was changed for you on our end, and the order did ship to the updated address you provided. The glasses were sent as of October 5, 2023 with ***** tracking number 784646913303, and the cleaning kit shipped on October 3, 2023 with **** tracking number 9400136105440446312609. If there is anything else we can do for you please reach us via email at ********************************** or by phone at **************. 

• Initial Complaint

  Date:10/01/2023

  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.

  Good Afternoon, I unfortunately had to reach out on BBB as I have been lies to by two representatives. This complaint is in regards to my Order #o6019902795.The glasses I received were somewhat scratched on one side and the prescription did not match the other pairs I have purchased on Zenni, when I kept the prescription the same in the order. The glasses were delivered on September 06, 2023. I unfortunately was dealing with being in and out of the ** and having to stay weeks in the hospital due to covid. I was gravely ill and was unable to even reach out to request a return for my defective and damaged out glasses. I finally have been able to reach out since September 25th, 2023. I have spoken to two representatives since then who promised me that I would be receiving an email for a resolution in terms of granting me a refund instead of store credit. I never received the outcome I was promised and no communication whatsoever. I purchase my glasses all the time from Zenni and I even brag about this company to my friends and family. Now I want to let everyone know how heartless this company is and how they lie. I received an email regarding my feedback and this was from the first representative that lied to me:"Blade SA, Zenni **************** Hi. My name is ********, and when I'm not helping Zenni customers, I like to go to the beach, eat ice cream, and walk my dog."In my feedback I also mentioned that I was not helped and there was no resolution. I did not get a reply even after that feedback. Unfortunately, even still recovering from being gravely ill, I have to resort to the BBB.I am requesting my refund as I never want to buy glasses here again after this horrible experience and how my glasses were sent in a defective condition and the wrong prescription was placed.

  

  Business Response

  Date: 10/03/2023

  Thank you for your message. We are sorry there was trouble with the lenses, and we completely understand the frustration. It does look as though our team has sent you both a return authorization and return shipping label for the glasses. Once the glasses are returned to us and processed in, we will issue the refund for you. Once the refund is issued we will email you a confirmation, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any bank records. 

• Initial Complaint

  Date:09/30/2023

  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 transition glasses in march of 2023. i did not order any type of AR coating on the lens. In September of 2023, i began to see what looked like something peeling off the edge of the lens near the top. it has since started showing ** in three different places on the left lens and in one spot on the right lens. I contacted zenni by chat session sent several pictures of my lens. They told me it looked like the lens was chipped and was out of warranty. I would either like a refund or a pair of replacement glasses. When and if either happens, I will consider issue resolved.

  

  Business Response

  Date: 10/03/2023

  Thank you for your message. We are sorry to hear that happened with the glasses and understand your frustration. We will go ahead and make a one time exception for you and will remake the glasses. You will receive an email within the next ***** hours with the new order number. If you have any further questions, please reach us via email at ********************************** or by phone at ************** so we can assist you.

  Customer Answer

  Date: 10/05/2023

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

  Customer Answer

  Date: 10/13/2023

  On 10-03-23, I received your email stating that you were going to remake my glasses and rush them to me. As of today, 10-13-23, I have not received them. You assigned order number o6108790810 and said I would not see it in my account, as it was assigned by you. Since I filed this complaint, I have been unable to log into your website. I would like to know the status of this order.

  

  Business Response

  Date: 10/16/2023

  Hi there, your order did ship to you on October 11, 2023 with **** tracking number 9400136105440483970862. You can track the shipment right on the **** website.