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:09/30/2023

  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.

  August 24th I ordered a pair of glasses from Zenni. The first day I put them on the eyewire just popped. I contacted Zenni on Sept. 15th. during that chat i was given a number to text a picture of the problem, I did, its the same photo I attached to this. They said they would make a new pair. That was two weeks ago, nothing. Today I tried to contact Zenni using their chat. The person just said they had filled the order and was there something else they could do for me. I dont think that person really understood English. I then tried calling only to be connected to a ridiculously poor AI system. I need for the replacement set of glasses to be sent to me. They should have been sent the replacement pair out that week and by overnight.I need the replacement pair.

  

  Business Response

  Date: 10/03/2023

  Thank you for your message. We are sorry to hear that happened with your order, but we are glad we were able to get a remake issued for you. We did ship the remake, and the **** tracking number 9400136105440387493757 does show a delivery of September 27, 2023. I have provided the tracking link below for you. If for some reason you did not receive the delivery, please 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:09/25/2023

  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.

  Had glasses break . Zenni has told me I will get a refund. Returned glasses weeks ago. No refund yet. Item *******. Order o6074627666.

  

  Business Response

  Date: 09/26/2023

  Thank you for your message. Our team did issue the refund to you on September 25, 2023. 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 show on any bank records. If there is anything else we can help 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 assist you.

• Initial Complaint

  Date:09/24/2023

  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 having elbow surgery and wont be able to put in contacts so I wanted new glasses since my daughter snapped the arm off my other ones. To make sure I dont have issues, I reordered the same frames and lenses I ordered last time with the same strength. The only change was PD per Zenni website calculator. The lenses I ordered are the same from last time and the ones the website recommended. They are twice as thick as the frames. I think they did not use the right lenses because they should be flush like my last pair. I was told it is normal by Zenni. That is NOT normal. I refuse to accept that. They are using thicker, cheaper lenses. The lenses are barely staying in the frame. There is no difference in what I ordered other than PD from their app and that had nothing to do with thick lenses being used. I have had glasses for 25 years and have never had a pair with the lenses hanging out on the top, bottom and sides about to bulge out and fall out. I really needed to get this addressed asap. I paid for the expedited processing to make sure they are on time. So 2mm beyond the frames is acceptable?? When it wasnt like that last time. Terrible. I do not agree and cant sent them back for inspection because of my elbow surgery. So I have to just accept that their own system recommends this lens with no mention it will stick out so much? They should not recommend those lenses for that frame. If the other lenses would have been better, their very own system should have recommended it. I would have paid more. I just wanted them to correct error or they should make notes on the site that this is considered ok to them and address this when it pops up with lens recommendations. They know I cant return because I am now out of time for another pair. They should have to let customers know their own recommended lenses stick out terribly and they consider it normal. I want my money back and for them to fix the wording on recommended lenses page.

  

  Business Response

  Date: 09/28/2023

  Thank you for your message. We are sorry to hear if the glasses are not what you were expecting. Our lab technician did take a look at the photos you emailed over, and the lenses do appear to be the correct thickness based on the lens index and prescription entered. If you do believe something is off with the lenses, you are eligible to return the glasses to be inspected. If you can reach us via email at *********************************** by phone at **************, or via chat on our website we would be happy to assist you with the return if you'd like.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20648509
  
  I am rejecting this response because:
  
  I ordered the same glasses before and the lenses were not as thick. I ordered the lenses recommended by the website based on the frames and prescription and there is no mention that the lenses will extend 2mm outside the frames. They need to add disclaimers that this can happen EVEN if customers order what their website suggests or stop recommending lenses that are unacceptable. I have ordered from other companies and from the doctors office and have NEVER had this happen. It is terrible to think this is acceptable. They need to update their website or stop making recommendations. 
  

  

  Business Response

  Date: 10/03/2023

  Thank you for your message. We have shared your feedback to our team for review. If you do decide you would like to return the glasses, please send us an email at ********************************** or give us a call at ************** and we will be happy to help.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20648509
  
  I am rejecting this response because:

  there is no resolution unless they make notes on their site or stop making bad recommendations. 

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

• Initial Complaint

  Date:09/21/2023

  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 safety glasses for work on March 20, 2023 (Order #o5140486073), and paid $158.08. Its an online company so of course you dont know how they will fit or how they will feel once you actually try them on. They were tight on my face to the point they gave me headache. Returned the glasses and was told I could get 100% of my money back as store credit or 50% refund in the original form of payment. Naturally I wanted all of my money so I picked the store credit. Wanted to give them another chance. Ordered a second pair on April 17th, 2023 (Order #o5266876866), and paid an additional $23.43. The glasses were very uncomfortable but I knew I couldnt get my money back and didnt want store credit so I said all well Ill try to tough it out. Now its almost 6 months later and the glasses are beyond uncomfortable they are causing severe pain to my face, the shied I wear with the glasses to make them safety glasses, leave a red **** that is tender all around my eyes. So I call the company pleading for a refund and they said its beyond 30 days and there is nothing they can offer, not a store credit, nothing! I understand they have a policy but if their glasses are causing someone pain they should be able to refund the money without questions. I really just want my money back so I can order glasses elsewhere, probably somewhere I can actually try the glasses on first.

  

  Business Response

  Date: 09/26/2023

  Thank you for your message. 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.
  
  Unfortunately since the order is nearly six months old it is outside of the warranty window for a return. We would be happy to offer you a promotion towards a new order if you would like to try a different frame. If you would like to have the promotion, please reach out to us via email at ********************************** or by phone a **************. 

   

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

   

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20638757
  
  I am rejecting this response because:

  
  I ask you please make an exception in this case because your glasses/product are causing physical harm to my face and skin. The safety shield is painful. If you cant give me a refund you should at least give a full credit so I can order different glasses. I dont want a discount on another pair, I want to return the glasses I have because I cant use them and I dont even have money for a next order. I paid a lot of money for these glasses and cant even use them. Times are very hard right now, please be considerate. 

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

  

  Business Response

  Date: 10/03/2023

  Thank you for your message. We are sorry but since the order is outside of the warranty period and 6 months old, we are not able to offer a return. We are happy to offer a promotion towards a new order if you would like. Please reach out to us directly via email at *********************************** or by phone at ************** and we would be glad to provide the promotional code for you.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20638757
  
  I am rejecting this response because:
  

  your safety shield is breaking/cutting my skin as you can see in the pictures, this is not a standard case therefore standard return period should be adjusted. 

  To anyone out there reading this please do not buy the safety shield it will hurt your face. 
  

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

• Initial Complaint

  Date:09/20/2023

  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.

  Had to return due to perscription change. Withing 14 days so they offered credit or refund. I chose credit as we wanted the same glasses for my son.Said store credit would be issued 2 business days after receiving at ***** (9/13)On 9/19 I called and they told me they couldn't do anything even though they could see it was received by their mailroom/front desk on 9/15. They saild they could escalate it for a refund instead of store credit and their escalation team would take about 24 hours, but since there was confirmation they received it, it would be processed and refunded to me within 24 hours.I received an email 9/19 saying to give them 10 more business days because they hadnt received the glasses yet. I emailed them back and give them the tracking number to show that they had received it. 9/20 I received another email stating that they couldn't find it in their system and so they would require another 10 business days before they could process anything.My son is currently without glasses, and they are not standing behind what they say.

  

  Business Response

  Date: 09/26/2023

  Thank you for your message. It does look as though the refund was issued for you on September 21, 2023. You should have received an email confirmation of the refund, but if you did not please check your SPAM or JUNK folders in your inbox. If you need any further assistance, 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: 09/26/2023

  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. I only wish that it didn't take contacting the BBB in order to have this problem resolved. Having contacted you several times I wish we could have not had to take **************. Thank you for resolving this
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/19/2023

  Type:Sales and Advertising 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.

  False Advertising - Classic Bait and ****** marketing ploy. The most recent marketing e-mail I received from this company (Sept 19, 2023) claimed to offer a "Flash Sale" of "$1 Frames - Fully Loaded". The e-mail is false advertising. I clicked on the link in the message to view the selection of $1 frames. Of the 56 results included in this "Flash Sale", all but 6 of the frames are out of stock. The 6 in-stock frames are *********** styles. The obvious intent is to drive traffic to their site with a false (too good to be true) "flash sale." *********** does this all the time, and it's offensive. They should stop it.

  

  Business Response

  Date: 09/21/2023

  Thank you for your message. We're truly grateful for your support during our Flash Sale, and we apologize for any inconvenience caused by the quick sell-out of some items. Rest assured, we're taking your valuable feedback to heart and will be working diligently to improve the shopping experience for you. 

• Initial Complaint

  Date:09/18/2023

  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 went to the Zenni website and followed the instructions to order glasses using the prescription my optometrist gave me. They sent me an email asking me to clarify my order using nomenclature with which I was not familiar. I responded to the email saying that I didn't understand it and they sent me another email that was even more confusing. I called the ********************************************************************* ***************. The representative to whom I spoke could barely speak English. Her accent was so heavy and thick, I had to ask her to repeat herself over and over again. The customer service was absolutely horrible. I called several times, and asked to speak to a supervisor each time to absolutely no avail. Of the half dozen Zenni representatives to whom I spoke on the phone, none of them could explain to me what the problem was, or in any way make any suggestions as to the solution. I don't think any of them actually understood themselves. The communication problem is unbearable!Regardless, if there was a problem with the prescription that I uploaded, I should've been told before I placed the order and gave them my money. I called my eye doctor and he could not make any sense out of what they were asking me. I read the email to him twice.I want a complete refund.

  

  Business Response

  Date: 09/19/2023

  Thank you for your message. We are sorry for any confusion with the order. Our team had reached out to confirm the type of progressives you wanted - whether you wanted a standard progressive or a work space progressive for computer usage. It does look as though one of our supervisors was able to assist you with confirming the prescription, and we have also refunded an additional 15% on your order with the already 10% off Student Discount. Since the prescription was confirmed we have begun manufacturing the glasses for you, and as soon as they ship we will email you the tracking number.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20620733
  
  I am rejecting this response because:

  I was told by the company twice, via so-called "supervisors," that I would be called by an administrator from ******, **********, where Zenni's corporate headquarters are located. I have yet to receive a call or speak to anybody from that office. The 10% student discount was not in anyway associated to this complaint. It was offered to me prior to my purchase because I am a student. It has nothing to do with them compensating me for the excruciating experience that I had to endure. And, although I appreciate the 15% discount that was refunded to me, it was only part of the resolution that Zenni promised me. The other part was to hear from an administrator from the corporate office.

  Once I get a call from an administrator, I will gladly close this complaint, and continue to do business with Zenni. However, if I don't hear from an administrator, as I was promised, I will do business with another company, even if it is more expensive.

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

  

  Business Response

  Date: 09/21/2023

  Thank you for your message. We have forwarded it on to our management team and someone will be in touch with you shortly for a resolution. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20620733
  
  I am rejecting this response because:

  The business indicates here that it will contact me as I requested, however, this case should remain open until the business actually follows through with this.

  NOTE: Just to clarify, I wish to be contacted by an administrator from the corporate office here in California. A phone call from a rank & file representative from some overseas call-center will not suffice.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/25/2023

  One of the members of our management team has tried to reach you by telephone a couple of times. They did leave a voice message and will be happy to assist you if you can get back to us via phone. Thank you. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20620733
  
  I am rejecting this response because:

  I got one voicemail from a woman named ***, who said she would call me back, but she did not. I've called her twice to no avail. I still waiting to connect with this administrator.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/25/2023

  It does appear as though our management has gotten back to you and they let us know the issue has been resolved. Thank you for your message. 

• Initial Complaint

  Date:09/12/2023

  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 bought glasses in March this year, in June the frames cracked, allowing one lens to fall out. I reached out to Zenni and was told that it was past the ************************************************************************************************************************************ a new frame. So I then spent more money on another pair of frames. I get them and try to put my lens in and they don't fit. I call Zenni and they tell me that you can't do that because lens are unique to the frame. I said, your employee sent me an email stating I could do this and I have all the correspondence. They then sent me a return label for IN STORE credit for the frames I bought that were no good to me. They then told me that after speaking to the supervisor, they would resend my original order from March. 3 days pass and in the middle of the night I get an email from Zenni, stating they are sorry for the confusion but they can't remake my glasses from March. I then call again on September 1st and speak to a supervisor named **** who emails me a new label for a full refund on the frames that I couldn't use and said he would send me the same frame I ordered in March and I would have it in 3-5 buisness days. Well as of today, I have not been refunded my money for some frames that were never going to work for me despite an employee telling me they would and I have yet to receive the frames I've been told I would get multiple times now. Lies, misinformation and runaround is all Zenni has given me.

  

  Business Response

  Date: 09/18/2023

  Thank you for your message. We are very sorry the glasses did not work out for you. Once your return is processed in, we will issue the refund for you. As soon as the refund is processed on our end we will email you with 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 statements.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20593510
  
  I am rejecting this response.  When I actually receive the glasses that I was told would be sent to me and when my refund is credited back to my account, then this issue will be resolved.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/21/2023

  Thank you for your message. Your refund was issued on September 19, 2023. You should have received an email confirmation from ** reflecting the refund. 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:09/10/2023

  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.

  On 4/6/23 I ordered a pair of glasses for my husband. Order #o527621213. $110.80. We received the glasses and the Rx was not correct. We returned that pair and spent an extra $81.85 on another pair. Order #o05287383066. In May we received that order and it was still incorrect. We took our Rx and the glasses to our optometrist and paid them $50.00 to check what was wrong and they said the glasses were NOT correct. I contacted Zenni and asked for a full refund and all they would do is a 50% store credit. After a time I ordered 2 pairs of glasses and a pair of sunglasses for me. Order#o6034473899. $91.14-$88.58 store credit=$2.56. Thinking because my Rx was less involved maybe they could get it right. I received my glasses and they were incorrect also. I returned these 2 pairs plus the sunglasses TWICE because the Rx was wrong. Now they have both pairs of my glasses and sunglasses and are refusing to refund my money. I am NOT going to accept a store credit because it does me no good to have a product I can't see out of. I am out a total of $198.21 plus $50.00 to the optometrist.

  

  Business Response

  Date: 09/18/2023

  Thank you for your message. We are sorry to hear that there was trouble with your orders. We understand the frustration this has caused. Our team did send you an email offering to remake the glasses for you. If you could get back to us via email on which option you would prefer, we would be more than happy to assist you.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20583132
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/19/2023

  Zenni has already remade the glasses several times and they still are not correct.  I have confirmed with my ophthalmologist, at an extra cost to me, to make sure I have the correct prescription and was told that the lenses are NOT made correctly.  

  

  Business Response

  Date: 09/21/2023

  Thank you for your message. We are sorry to hear that there was trouble with your orders. We understand the frustration this has caused. Our team did send you an email offering to remake the glasses for you. If you do not want aa remake, there are other return options available to you. If you could get back to us via email on which option you would prefer, we would be more than happy to assist you.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20583132
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/10/2023

  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 purchased the glasses from order # o6026718214 in June. Please keep in mind every time I need new glasses, I do purchase with Zenni though I have various emails with them. I have never had a problem with glasses from them until this time.This week when gently putting my rimless styled glasses on my wooden filing cabinet, they cracked. Plus, I had realized a long time ago that the oil and fingerprint resistance finish did not seem to be applied to my glasses since that did not work, but that I figured was not a big deal until they randomly cracked recently.I spoke to ******* from customer service today who repeatedly reminded me of the warranty period. Who tried to blame me for breaking the glasses, when I was very clear that I was very gentle with them.After asking for a manager, she continued to waste my time by saying the same thing about the warranty period, over and over again. She even then said I would have needed to buy an upgrade to prevent issues with a rimless style.If that was the case, shouldn't there be some kind of warning? Regardless, I purchased a similar rimless style in 2021 that I have had no cracking issue with, same exact standard index no special upgrade required. That item had no issues so clearly this is a manufacturing defect. This is particularly insulting to try and blame a loyal consumer for something as simple as a manufacturing issue.Continuing to parrot the same policy to me when I'd asked for a manager, then talking about how you have to be gentle with rimless glasses (yes, duh I know), and finally talking about I should have upgraded to protect the lenses, then suddenly saying that they would call me back after I insisted for the third time to speak with a manager was an egregious waste of my time and a scammy business practice. To top it off, as of this time I have not received this callback I was promised by ******* either.I am seriously reconsidering my relationship with Zenni moving forward and I hope to hear soon.

  

  Business Response

  Date: 09/18/2023

  Thank you for your message. We are very sorry that happened with the glasses. Our team did remake the glasses for you, and according to the **** tracking number 9400136105440357916262 the new glasses were delivered today. We do hope they are working well for you! 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.