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:08/28/2023

  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 2 pair of glasses from Zenni. Zenni made a mistake an didn't make the glasses to my prescription. I returned both pair of glasses and Zenni received them back on 8/23/2023 and have not refunded my money. I want my total refund back of $200.75 it was their mistake Thanks

  

  Business Response

  Date: 08/29/2023

  Thank you for your message. We did issue the refund for your return on August 28, 2023. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on your account. 

• Initial Complaint

  Date:08/26/2023

  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.

  Ordered, paid in full for one pair of glasses. Received a email that order was on the way with Apple Express. Upon tracking order, read undeliverable, invalid address, returned to hubContacted Zenni, address is correct. Tried unsuccessfully to call and email Apple Express. Contacted Zenni by phone, live chat and emails, received no solutions or help. Asked multiple times for a refund , received no answer.

  

  Business Response

  Date: 08/29/2023

  Thank you for your message. We do show on the tracking that the order was delivered to you on August 25, 2023. We have provided the tracking link below. 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 and we would be happy to assist you.

   

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

• Initial Complaint

  Date:08/21/2023

  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 a pair of glasses from Zenni Optical on 8/12/23. The order number is #o6069948737. I provided my address as *****************************************************. I verified that address before placing the order. Zenni Optical has since verified that is the address they have on file. I was provided a delivery date of 8/21/23 by ***** However, I was informed by **** that the address and/or zip code on the package was incorrect and that they had forwarded the package containing my eyeglasses to *********, **, and delivered my eyeglasses to an address in *********, **. Obviously, ****************** did something incorrect with the address. They refuse to admit that they had made a mistake and they are refusing to refund me, instead stating that they have to have a team review my request for a refund when in the past, customer service itself has refunded me immediately for their mistakes. The amount of the order is $15.85. I am disabled and on SSI and cannot afford to lose even such a small amount. I humbly ask that you contact Zenni Optical and have them refund me that amount for my loss eyeglasses.

  

  Business Response

  Date: 08/29/2023

  Thank you for your message. It does look like the **** tracking number (**********************) for your order shows the package was delivered on August 22, 2023. If you for some reason still have not received the order, please reach out to us via email at *********************************** by phone at **************, or via chat on our website and we can assist you.

• Initial Complaint

  Date:08/20/2023

  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.

  On July 19,2023 I ordered a pair of glasses for ******. To make a long story short, I never received them even though their tracking information shows it was delivered. The point is - I never got them. I called them on 8/2/2023 and spoke with a woman who said they would remake the order. I asked her to send them to a different address and she agreed. Zenni never resent the order. They just flat out lied. I am going through PayPal now trying to get my money back and they just sent PayPal a message with that same original tracking number for the original order that I never received. This place unfortunately is a scam. I gave them a chance to fix the issue and they refuse to. Beware.

  

  Business Response

  Date: 08/21/2023

  Thank you for your message. We are sorry that the order did not arrive to you, and that there was a delay with the remake order. If you would like, we can issue a remake for you sent with our express shipping option or we can offer a full refund. Please let us know how you would like to proceed. 

• Initial Complaint

  Date:08/19/2023

  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.

  Eyeglasses defective. Received return label and sent them back. Zenni will not respond with any help.Ordered on May 25 2023. Have been trying to resolve since. It is now August 19 2023. I have tracking numbers and e-mails.

  

  Business Response

  Date: 08/21/2023

  Thank you for your message. We are sorry the glasses did not work out for you. We do see that our team issued a refund for you on August 19, 2023. You should have received an email confirmation of the refund already, but depending on your financial institution it may take up to ten days for it to show on any banking documents.

• Initial Complaint

  Date:08/09/2023

  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.

  They made me the wrong glass and ***** refused to proved me with a new pair of glasses at no charge

  

  Business Response

  Date: 08/09/2023

  Thank you for your message. We are sorry to hear that there was trouble with an order, but it does look like one of our supervisors was able to request a remake for you. You will receive an email in the next ***** hours with the new order number, and as soon as the order ships we will also email you with a new tracking number. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20444447
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/10/2023

  I haven't received my replacement case is not complete 

  

  Business Response

  Date: 08/11/2023

  Thank you for your message. Your new order, with order number o6067603654, is on route to our distribution center now to be packaged and sent out for you. As soon as it ships we will email you the tracking information. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20444447
  
  I am rejecting this response because: I won't accept anything less then a WORKING pair of glasses. So until I get them and verify they work I won't accept 
  
  Sincerely,
  
  *****************************

   

   

  

  Business Response

  Date: 08/18/2023

  The ***** tracking number for your order (************) shows the glasses were delivered to you on Wednesday August 16, 2023. We do hope you are enjoying the glasses!  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20444447
  
  I am rejecting this response because

   

  their is an investigation onHeather

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

   

  Customer Answer

  Date: 08/18/2023

  Yes glasses have been received. Only after ******* the manager asked about my mental state 

• Initial Complaint

  Date:08/08/2023

  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.

  I ordered two items from Zenni, a pair of eyeglasses and sunglasses, in July. Within days, I sent an email to their customer service regarding initiating a return on both the items. I also tried to speak with their ChatBot about this, but was told to reach out to customer service via email or call. I finally received a response from their company. In my order, I ordered a pair of glasses that I ordered in a previous year, but when my new glasses arrived, they were much darker than my old pair. I told customer service this, and they requested photos. In my photo, the glasses are clearly darker and different than what I thought I ordered. They said that they would only be able to offer me their regular return policy, despite the fact that the glasses were made incorrectly. Their return policy is to give 100% store credit or to give 50% cash refund upon receipt of the returned glasses. But, they never sent me an email with the label to return them. In the weeks following, I reached out again for this label. I reached out to customer service this time via call, and they informed me that no return had been initiated for my sunglasses, which were significantly more expensive. She said they would only be able to offer me store credit, and not a cash refund. This phone call also took 30+ minutes, with the customer service agent returning to the call every five minutes to ask for more time so she can investigate it. After about 32 minutes, she returned to the call, her audio dropped, and she was only able to relay hello? Hello? The call then dropped, but it did not tell me call failed or any other error code, as is usually the case when a call drops. I think they kept me on the phone for much longer than necessary, hoping I myself would hang up, but then decided to fake a call failing so they could get me off the phone. My order number is : o5248631088

  

  Business Response

  Date: 08/11/2023

  Thank you for your message. We are sorry to hear about that happening. It does look like our team has sent you a return authorization and label to return the glasses for a refund. Once the glasses are returned back to us we will issue the refund. Once the refund is complete 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 statements. 

• Initial Complaint

  Date:08/06/2023

  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.

  I went to order a pair of glasses and when i went to my cart the glasses were marked for "Rush Delivery". After fumbling through their website and chatting with support I learned that in order to get "standard" delivery and not be charged an extra $19 I had to go to the checkout page where I would be allowed to change the delivery type. Okay, fine, that's s***** to by default choose the most expensive delivery method instead of "standard" but whatever. Then I click the payment method, select amazon pay and then click the purchase button. When I see the confirmation, they had changed the delivery back to rush and charged me the $19. I reached out to chat support to cancel the order (this was within 30 seconds of placing the order) and they told me there is nothing they could do because it was a rush delivery. So I called into their support and talked to a person. They told me the same thing and that I would have to wait for the glasses to be delivered and then return them for a refund.The use of these dark patterns to bully you into rush shipping means that I will never order from Zenni again. If you do choose to order from Zenni make sure to review everything very carefully at every step of the process.

  

  Business Response

  Date: 08/10/2023

  Thank you for your message. We are sorry if there was any confusion or miscommunication with the order process. We will go ahead and refund the $19 rush delivery fee for you. The refund will go to your original payment method. You will receive an email from us confirming the refund within the next 24 hours, but please be advised that depending on your financial institution it may take up to 10 business days for the refund to show. 

• Initial Complaint

  Date:07/24/2023

  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 had purchased two pairs of glasses from Zenni Optical on 04/05/2023. Both pairs were incorrect. You couldn't see out of them at all. I called and notified them, got a store credit, ordered two more pairs this time, with help from an employee, and they were STILL incorrect and if not, worse than the first two pairs I ordered. I called back and told them that I cannot see out of them still. They tried to blame it on the prescription, me, etc. One employee tells me one thing, the other says something else, just a huge mess and feel like I'm just being tossed around at this point. I had to ship them out again only this time, to their testing facility in **** on 06/10/2023. It is now 07/22/2023 and the two pairs I shipped to the testing facility still hasn't arrived. I have been watching my tracking and for some reason, it's not there yet. I am now wondering if they gave me the wrong address. During this time, I've emailed Zenni SEVERAL times and kept getting excuses from them. I have requested to speak with someone higher up SEVERAL times and still got no help. They will not refund me again. They only give you a full store credit or 50% of your money back. Even if the testing facility says it's incorrect, they still don't fully refund you from what I was told. I feel scammed as they took my money and have no glasses. Just super upset with their service. They took my money, didn't fill my order correctly (twice) and left me hanging with little to no information. I am beyond furious with this company. I ordered from them thinking I could save some money but, nope! Spent just as much as I would of if I had gone to my local glasses store. Family, friends, including myself will never order from them again. Definitely wasn't worth it and I do not recommend them. Just go to your local shops for glasses instead. You may pay a bit more that way but, at least it saves you the hassle of going through what I just went through... Absolutely terrible. Never again...

  

  Business Response

  Date: 07/24/2023

  Thank you for your message. We are sorry to hear that happened, and we understand your frustration. It does look as though our team has made the exception to offer a full refund for you. We will issue that refund and send you an email confirmation within the next ***** hours. Please be advised that depending on your financial institution it may take up to ten days for the refund to show on any bank statements.

• Initial Complaint

  Date:07/21/2023

  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 new glasses November 2022 under o5191968437 and the right lens glass broke and Zenni refused to assist with servicing my complaint. Would like Zenni to honor replacement pair other than standard 15% off next pair considering I purchased with intent to keep for some time longer that actual. Zenni ONLY provided replacement order at 15% discount that did not cover frame in my opinion. My wife had similar issue with her pair of glasses although ordered replacement. This is a defect since I purchased in November 202 with intent to have durable glasses from Zenni. They refused to repair or replace at discount other than 15% off next replacement pair INCLUDING FRAMES TOO! I'm not the only person with similar complaint while reviewing filed complaints. Zenni does NOT provide new lens glasses only.

  

  Business Response

  Date: 07/24/2023

  Thank you for your message. We are sorry to see that the glasses broke, and we understand your frustration. In this case, if you would like we can make a one time exception to offer a remake on the glasses for you. Please reach out via email at ********************************** to confirm if you would like to move forward with the courtesy remake of the glasses.

  Customer Answer

  Date: 07/25/2023

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