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:07/19/2023

  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.

  I ordered a pair of glasses from Zenni. When given the choice to enter the prescription, I chose the previous one (the only one) from the glasses before it, and placed the order. When the glasses came, they were a totally different prescription. I contacted the company and was told by a very rude representative that I must have entered a new prescription manually, I told him that I chose my prescription from my account - I did not manually enter numbers. For an hour, it went back and forth, particularly because he said the reps cannot see your account, prescription, order history, etc. So I had to screenshot everything to him. Finally, he basically said I must be lying but issued a refund. I never came to my email. Finally, hours later, I get an email saying I did not have to return the glasses. Then another that said I had to return them. This went on and on, back and forth, for SIX emails. I then had to buy a mailer, drive to the post office. wait for the credit, and then pay extra for expediated shipping since my child needed her glasses before school started (usually takes a month to get them.I even wrote the ***** NOTHING.HORRIBLE ****************

  

  Business Response

  Date: 07/24/2023

  Thank you for your message. We are sorry to hear that the first order did not work out. It does look as though we issued a store credit for you, and that store credit was used in a new order placed on July 18, 2023. Since the store credit has been used, we are not able to offer a refund. We do hope the new pair works out well! 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20347426
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/25/2023

  Refund of mailer for YOUR mistake.

  

  Business Response

  Date: 07/25/2023

  We do apologize, but since a store credit was issued for the return, and then used on a new order placed the following day, we are not able to offer you a refund.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20347426
  
  I am rejecting this response because: I had to buy a mailing envelope because of your mistake. I want a refund of the envelope. I shouldnt have had to pay anything because of your mistake.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2023

  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.

  I ordered glasses from them and before I did I verified the return policy. 5he return policy says that you can return the glasses within 30 days. However it is misleading because you only get 50% back if you return them.We verified my prescription is correct and I am unable to read with them the information is blurry. So I want a 100% refund to my credit card. My prescription is correct and I am not able to use them to read with so getting a store credit will not help if I can't see through them correctly.

  

  Business Response

  Date: 07/24/2023

  Thank you for your message. We are sorry to hear if there was any trouble with the glasses. Per the return policy as listed in the terms and conditions when ordering, we can offer either a 50% refund or a 100% store credit for the return. We do also offer the option to return the glasses for an inspection to see if there was anything off in the lenses. It does appear as though we have sent you a return label already, but if you would prefer the inspection or store credit please reach out via email at ********************************** and we will be happy to help. 

• Initial Complaint

  Date:07/17/2023

  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.

  We purchased reading glasses on June 11,2023. When we received the completed glasses back in the mail, the prescription was extremely incorrect. We took the glasses to our optometrist who agreed the prescription in the lens was not right and provided us with the information about the actual prescription in the lenses. We contacted Zenni so that they could fix the issue and we returned the glasses on July 5, 2023. They received them on July 7th. On July 17th, I called to check on the status because we had not yet heard from them concerning the glasses. This is when they informed us that their examination of the glasses was that it matched the prescription we gave them and they would not listen to the fact that our third party validated the prescription was wrong. They would not give us a refund because they said that the glasses may not fit correctly which is not the case. They fit fine. The prescription was very very very wrong in the lenses and they just wouldn't work with us. They offered a 100% store credit but what good is that if we can't use them to get the correct prescription? My husband can't read and he is suffering without glasses. This has taken over a month in total and there is still no resolution. This feels like a complete scam. The total amount to refund us would only be $53.90 but they are only offering half of that. We sent them back the glasses. Why do we have to pay half price for receiving nothing? This is bad business and completely unfair. We will never use this company again and will be sure to share our experience as much as possible with others. This is the worst customer service I have ever encountered because it's not actually a legit business. It's a scam. I have attached the original prescription and the written prescription below that is what the optometrist measured the lenses to actually be in the glasses. They aren't even close. There's no way there could have been that much of a difference. I feel so taken advantage of.

  Customer Answer

  Date: 07/18/2023

  Hello,
  
  I would like to update about this complaint that I was able to work out a refund with Zenni optical and it's been resolved. 
  
  Thank you
  

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  Dear Better Business Bureau,I hope this letter finds you well. I am writing to file a formal complaint against Zenni Optical regarding the non-delivery of an item and their refusal to issue a full refund. I am extremely dissatisfied with their handling of this matter, and I believe it is necessary to seek your assistance in resolving this dispute.On July 7th 2023 I placed an order for prescription eye glasses through Zennis website. The estimated delivery date was July 14 2023. However, despite the passage of several weeks beyond the expected delivery timeframe, I have not received the item in question.Upon contacting Zenni Optical to inquire about the status of my order, I was informed that there was a ***** tracking proof of delivery picture available. However, the picture does not provide any proof of house numbers or any evidence that the item was delivered to my address. I reiterate that I have not received the item and have no reason to believe it was properly delivered.Despite my valid claim of non-delivery, Zenni Optical has taken an unfair stance by offering only a 50 percent refund to my card, instead of a full refund that I am entitled to. It is completely unacceptable for a company to expect me to pay for an item that I never received. I firmly believe that I deserve a full refund and that Zenni Optical should rectify this situation immediately.I have made numerous attempts to resolve this matter directly with Zenni but they have been unresponsive and have refused to address my concerns appropriately. As a result, I am now turning to the Better Business Bureau to seek your intervention in this dispute and to ensure that justice is served.

  

  Business Response

  Date: 07/24/2023

  Thank you for your message. Per the ***** tracking number 781025109842 the glasses were delivered on July 14, 2023. A link to the tracking is included below. We are sorry if you did not receive the glasses, but since the tracking does show they were delivered and they are a prescribed medical device we are not able to offer a full refund. We can issue a remake for the glasses as an exception if you would like, or offer you a 50% refund or 100% store credit. Please reach out via email, or by phone at ************** to confirm how you would like to proceed. 

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

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20332601
  
  I am rejecting this response because:
  
  There is no proof that it was delivered to my house as the photo does not show the house numbers. I am not paying for something I didnt receive and it is not acceptable.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/25/2023

  Thank you for your message. As previously stated we can make a one time exception and have a remake order sent out for you. There would be no charge for the remake order. Please reach out via email at ********************************** to confirm if you would like to move forward with the remake. 

• Initial Complaint

  Date:07/15/2023

  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.

  I purchased a pair of glasses from Zenni Optical on June 24, 2023 for $69.90. They arrived late and even though I measured everything correctly they do not fit. I had taken them to be adjusted and followed all their tips and tricks to get them to fit but the bows are ultimately too short. I asked for a refund and the best they said they can do is 50%. I'm sorry but if your product doesn't fit it should be 100% refund. They say they can give store credit but I don't have use for their store credit as I'm not buying from them again. I just want my money back so I can go buy different glasses somewhere else.

  

  Business Response

  Date: 07/17/2023

  Thank you for your message. We are sorry to hear the glasses did not work out. It does look as though our team has made an exception for you to return the glasses for a full refund. We have sent you the return authorization and shipping label. Once the glasses are returned to us we will be able to issue the return for you. 

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20326073
  
  I am rejecting this response because: I have yet to receive the shipping label as they stated they sent in the message. Please send the shipping label via email. Otherwise let me know if it is arriving via mail.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/20/2023

  We have sent the return label for you via email, as well as a second email with a PDF version of the label. We sent this to the email on file with your original order (******************). 

• Initial Complaint

  Date:07/13/2023

  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.

  Zenni advertises 3-5 business day delivery for rush orders.. but dont expect them to deliver on that promisemy rush order didnt ship or arrive on time for a time critical trip. Zenni support didnt offer any sympathy or remediation.

  

  Business Response

  Date: 07/17/2023

  Thank you for your message. We are sorry to hear if he **** Delivery frames did not arrive in the expected time frame. It does look as though we are refunding the shipping fee. You will receive an email confirmation of the refund in the next ***** hours, but please be advised that dependent on your financial institution it may take up to ten business days to reflect on any bank statement.

• Initial Complaint

  Date:07/11/2023

  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.

  MY GLASSES WERE ORDERED AND THE PRIMARY ADDRESS ON FILE IS *************************************. STE 410, ******* ** *****; CLEAR HEALTH. MY WORK ADDRESS. HOWEVER, THEY WERE SHIPPED TO THE ADDRESS WHERE A PREVIOUS ORDER OF MINE WAS SENT: ********************************************************. I SELECTED AND CONFIRMED THAT MY SHIPPING ADDRESS WAS TI BE THE "PRIMARY ADDRESS" THAT I HAVE ON FILE WITH MY ACCOUNT. AFTER TRACKING MY ORDER AND SEEING THAT **** DELIVERED THEM TO THE MAILBOX LOCATED AT THE ************ ADDRESS, I CALLED **** TO CONFIRM. THEY INDEED WERE SENT AND DELIVERED TO 1 0 STABALIZER DRIVE IN ************ ********. I CALLED ZENNI'S CUSTOMER SERVICE NUMBER AS SPOKE WITH AN EMPLOYEE NAMES ****. HE REFUSED TO LET ME SPEAK WITH HIS SUPERVISER ABOUT THE ISSUE. HE CLAIMED THAT OUT OF ZENNI'S ENTIRE CUSTOMER SERVICE DEPARTMENT THAT THERE WAS NOT ONE SINGLE SUPERIOR TO HIM WAS AVAILABLE TO HELP ME. HE PUT ME ON HOLD FOR 15 MINUTES WHILE HE "WENT AND SPOKE WITH THE SUPERVISOR HIMSELF". HE AGAIN DENIED HE THE RIGHT TO SPEAK WITH SOMEONE ABOVE HIM WHO CAN HELP ME ADDRESS AND FIX THIS ERROR OF HIS. HE EXPLAINED THAT "HE HAD ALEADY SPOKE WITH THEM, I DON'T NEED TO" AND HE GAVE ME THE SOLUTION OF "CONTACT THE ****".... I DID CONTACT **** PRIOR TO CONTACTING ZENNI! AND THIS IS AN ERROR ON ZENNI'S END, NOT MINE, NOT THE ****. ALL I WANT IS MY GLASSES TO BE SHIPPED TO THE PROPER ADDRESS; THE ADDRESS THAT I HAD SELECTED UPON ORDERING, AND STILL CURRENTLY HAVE LISTED AS MY "PRIMARY" SHIPPING ADDRESS: *************************************************************************. **** ALSO IS A TERRIBLE EMPLOYEE WHO MAKES ZENNI'S CUSTOMER SERVICE CENTER SEEM UNREASONABLE, UNRODUCTIVE, AND UNABLE TO ASSIST THEIR CUSTOMERS IN ERRORS THAT SHOULD HAVE NEVER OCCURED IN THE FIRST PLACE. PLEASE HELP ME RESOLVE THIS ISSUE. MY GLASSES ARE A VITAL ESSENTIAL TO MY EVERY DAY LIFE. I AM EXTREMELY DISAPPOINTED.

  

  Business Response

  Date: 07/17/2023

  Thank you for your message. We are sorry to hear if the glasses were not delivered for you. It does look as though our team had requested you to send a screen shot of the address on the order to us via email at *********************************** If you can please send that over we will be happy to continue assisting you there! 

• Initial Complaint

  Date:07/10/2023

  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 purchased glasses at Zenni Optical May 3,2023. Order#o5294391902. I paid for the **** Photochromic Transitoins-Gray Upgraded lenses specifically. The glasses they shipped were sent with Polycarbonates lens. The lenses are absurdly thicker than the **** Potochromic Transitions lens that I own. I just purchased 2 pairs, neither resembled the Zenni ones. This is not something that isnt easily unrecognizable on lenses especially when youve bought and received many times before. I still tried to wear them and cannot because the lens is extremely thick, heavy, and most importantly causes vision impairment. I can not see through them. I have never had a pair of glasses do this, so I went to an eye doctor for a second opinion. First of all, after having 2 different lens specialist look at them with their professional equipment is was proven that I had in fact been sold regular polycarbonate lens and not the **** Potochromic Transitions lens I paid an extra $168.95 for ($225.80 total). It explains why the lens are so thick and heavy, and causing vision distortion. I contacted Zenni Optical in hopes that they would rectify the situation. The ** representative said to get a refund I need to send the glasses back and if I wanted a full refund I would need proof of what the Eye Doctor stated. So I mailed the ******************* verifying exactly what they wanted so they would refund my money- and not a store credit. I have written proof stating I was sold lenses from Zenni Optical that are 100% a misrepresentation of what the company states being sold to the customer at time of purchase. ********************** has my *************** & refuse to acknowledge any wrongdoing. One C.S. Rep called and left a voicemail stating their lens tech evaluated it and it was fine, they could ship the glasses back free of charge or give a store credit. They refused to acknowledge the written statement proving they were polycarbonate lens, or refund my money to me. I no longer wish to do business w/Zenni

  

  Business Response

  Date: 07/13/2023

  Thank you for your message. We are sorry to hear if the glasses were not what you were hoping for. We did perform an inspection and found that the glasses were made to match how the order was placed.  We can either return the glasses to you, or if you would prefer we do have the option to provide you with either a 100% store credit so you can order something different, or a 50% refund to your original payment method. Please get back to us via phone a **************, via email at *********************************** or on chat on our website so we can further assist you.

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20298715
  
  I am rejecting this response because: I am attaching a copy of my receipt showing I purchased Transitions Brand and a lab report showing they sent me Polycarbonate lenses and not Transitions Brand lens. Zenni Optical is denying actual lab documentation of proof the lenses are made with regular polycarbonate material and not the **** photo chromatic Transitions brand lens they provided to me. Zenni used the material polycarbonate plastic with a lens thickness over 2. Causing drastic Visual Distortion so bad through the glasses that I cant see at all. In this case Zenni optical can not provide lenses that are for my grade of prescription. They are not offering to fix the mistake and use Transitions Branded lens they claim to up-charge for. This makes it no point in giving a store credit because Zenni optical is not able to provide glasses that I can actually see with. Its not fashion its a medical concern. I could not see through them. Zenni keeping half my funds when they sold me one lens AND sent a cheaper and lower quality then Transitions lens is deceptive salesman tactics. Deceiving customers in whats being sold on medical items is dangerous, and unsafe. I dont think Zenni believed that a customer can take the glasses to a lab and have them inspected for accuracy. I did because the visual distortion was so bad I couldnt see properly. I needed to able to see and Zenni Optical is not able to provide What they sold. I am attaching a copy of my receipt showing I purchased transitions and a lab report showing they sent me Polycarbonate lenses and not Transitions Brand lens. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/18/2023

  Thank you for your response. Our inspection did show that the lenses were made with the **** Photochromic Transition lenses as ordered. If you would like we can either send the glasses back to you, or we can offer the 100% store credit or 50% refund options as outlined in our return policy. 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20298715
  
  I am rejecting this response because: Attached AGAIN you will find undeniable Lab Proof from a qualified professional LAB that measurements of the lens to be 2 in the center (thinnest part of the lens ) & also made of Polycarbonate- plastic. Not only are they not the glass materials they were contracted to provide the lenses are made with terrible distortion that causes me to not be able to SEE. Zenni Optical at this point not being honest and did not provide the **** Transitions Photo Chromatic. Nor does it seem to matter that the customer cannot see out of the lens. This is fraud. Instead of doing what is ethical in this case and returning my funds entirely to me and parting ways, you force further action on my part. Zenni Optical is not even acknowledging they sent wrong lens material or that the glasses or not visually acceptable, not offering to put Transitions **** material in the frames- nothing but ******** me out of keeping half my money. This has scam written all over it. I do see that from date I purchased onward there have been numerous complaints filed against Zenni Optical for the exact same issues. If you cant refund my complete amount of payment- the next step is to contact ************************ with the supporting documentation I have from legitimate labs plus what Ive gathered from all the BBB complaints and file for an investigation into Zenni Optical. This business model is not honest or ethical and is not how the ************* ************************ lets businesses function.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/20/2023

  Thank you for your response. We do apologize for the frustration caused. We can make a one time exception and have a full refund issued for you. You will receive an email within 2 to 3 business days letting you know the refund has been issued. Please be advised that depending on your financial institution it may take up to ten business days for the transaction to show on any bank statements. 

• Initial Complaint

  Date:07/01/2023

  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.

  I ordered a pair of glasses from Zenni in Dec, 2022. The glasses and lenses were good at first but after 6 months I started to notice that my vision when reading was getting blurry. I was afraid my vision was the issue and went to a ophthalmologist to get my eyes checked and he said there are no issues any my prescription has not changed. I then tried out my other glasses I got from Target and there were no reading issues with those pair and no blurry vision. I contacted customer support and asked to return them for inspection and they gave me the run around and refused. There are no reasons for the lenses to degrade after just 6 months were the refraction is now off, or perhaps problems with the coatings that have come part! I'm not sure what I'm disappointed by more, the quality of their product or the customer service.

  

  Business Response

  Date: 07/10/2023

  Thank you for your message. We are sorry to hear that you are having some vision troubles with the glasses. If you could please send us a copy of the original written prescription via email at *********************************** or via chat on our website, we would be happy to look into this for you and see what may be going on. 

• Initial Complaint

  Date:06/28/2023

  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.

  Hello, On June 18 2023, I ordered a pair of BROWN TINTED RX sunglasses paying $100.80. When I received them on June 26 2023 they were not the brown tinted as ordered. I had even put in the SPECIAL INSTRUCTIONS BOX to make sure they were brown as I ordered. They still messed it up.I went online to chat with a CSR, after explaining to him what happened, I was needing these glasses so I could drive out of town and needed them by June 30th. I requested that they be remade and shipped overnight, I spent over an hour going back and forth with the guy, repeating that I wanted a refund and REMAKE. he refused to do either one. I made several attempts for him to get a supervisor or management again he refused. I'm very upset at this point and sent several emails to ONLINE CS, requesting, a refund and remake. I was finally contacted by *************** and after explaining everything to her she agreed to a refund and remake. My refund has not happened. I don't know if the glasses are being remade. I just want my money back. They also have not issued a RMA to return their mistake. my ORDER #o6013828586

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear if there was any trouble with the order. It does look as though we have issue a return label for you, and we will be refunding the order. 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: 07/07/2023

   
  Complaint: 20248768
  
  I am rejecting this response because: I was told the glasses would be remade, along with a refund, which I did receive but no sign of the remade ones.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/11/2023

  Thank you for your response. We can make an exception for you and have the glasses remade. You will see an email with the new order number within the next ***** hours.