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:06/26/2023

  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 9/20/22, I ordered a pair of glasses from Zenni. Since then I had a hard time seeing, so I thought my eyesight was getting worse. I switch between several pairs of glasses and it was not something that needed fixed immediately. Plus, I work two jobs which makes it hard to make appointments. Recently, I had time to get an eye exam. The doctor asked for my last prescription. I showed him my Zenni app that had my script on it. I was told that the script was not what is in my glasses. Another doctor checked and agreed that my glasses and what I ordered were not the same. I emailed Zenni and their response was I did not complain within 30 days, so they were not going to do anything. I called to explain because I assumed that they did not understand the issue. Why would I think that they would send me glasses that were not my script? I trust medical professionals to give me what I need; I do not question there expertise.The representative asked for my prescription and I sent it assuming that they would send my a new pair that are my script. They said they did not want the new script they wanted to old one which I threw away once I put it in the Zenni website. The issue is that the glasses that I received were not what I ordered. I put the correct info from my script in the computer and checked it repeatedly because I know how important it is. I assume that a technician just typed in a wrong number of something -- accidents happen. BUT companies need to correct their mistakes when they make them. I didn't realize within 30 days that the glasses were not what I ordered. Ordering eyeglasses is not the same as buying a pair of pants and realizing that they don't fit.Their ************************************************************************ what I ordered. I have a few other glasses from this same prescription that are fine.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear that happened. Although the order is outside of warranty at this time, it does look as though our team was able to make an exception to have the glasses sent back in for an inspection. We will send you the return authorization shortly, and once the inspection is completed we will follow up via email. 

• Initial Complaint

  Date:06/26/2023

  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 complaint is in regards to the lens cyl extra charge that is added to frames unknowingly in my cart because of my strong astigmatism prescription. It is not listed in the breakdown of price during the process of choosing index, add-ons, etc., and is not listed anywhere in the cart price breakdown or when I entered in my prescription. I only realized I am being charged this lens cyl extra charge when I clicked edit. This charge is also different for different frames and different depending on what lens index is chosen for the same exact frame. Zenni does not provide any information about how this price is determined only that it is being charged because of my personal prescription. I was only able to receive various information regarding it after chatting online with two different people and calling their helpline. The person was unable to tell me why certain frames have different additional charges or how I can find information about how to find frames via their search that wont incur additional charges. She said she will send my feedback to management.

  

  Business Response

  Date: 06/30/2023

  Thank you for your message. The extra cylinder charge is noted when ordering the glasses prior to getting to check out, but we do apologize if that was missed. I have forwarded your feedback to my web development team and we are working on some updates in regards to this. We appreciate you taking the time to bring this to our attention.  

• Initial Complaint

  Date:06/21/2023

  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 glasses from the Zenni and they sent them fairly quickly but immediately I noticed that the prescription seemed wrong compared to another pair of glasses I ordered from another site and I just thought I needed to let my eyes adjust to them so Ive been wearing them around and Ive just been getting terrible headaches and noticed the other glasses I could see out of perfectly so I went on a chat with them and they told me that it is in fact incorrect and offered me only 50% back for store credit and couldnt explain what that was and basically sounds like its less than 50% and I could keep glasses I cant wear or that I could mail the glasses back, and get 100% refund 10 days later. I just dont feel thats right when this is my eyesight being messed with. They got the prescription incorrect and I dont know why I would have to pay to mail them something back, or have any kind of ANYTHING that I should do because of their mistake! I shouldnt have to exert anything because of what they did when this involves my eyes and my health! As well they have false advertising they advertise low price glasses and in fact theyre not low priced they cost me over $70 for a pair of glasses that were supposed to be I believe 15 to 29 dollars. I understand the glasses will cost more then just the frames but I was floored at the end cost. I could have went to a shop and paid that and saw what the frames actually looked like on me. When I asked to speak to a manager, I was blown off and told they were busy with another customer.

  

  Business Response

  Date: 06/29/2023

  Thank you for your message. We are sorry to hear that there was trouble with the glasses, but it does look as though our team is remaking the glasses for you! The new order is in manufacturing now, and once it ships we will email you the new tracking information. 

• Initial Complaint

  Date:06/20/2023

  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.

  Worst quality control and customer service ever. I went through 3 pairs of sunglasses that were all defective due to manufacturing errors. First one had defective lenses, second had defective temple arms and the third was flat a pancake with no curvature to the frame. Every time Zenni said they were supposed to be that way. I then attempted to leave a negative review on one of the frames, weeks later my review still is not showing, proving that Zenni is not publishing negative reviews in order to hide their quality control issues. I ended up losing a lot of money to this scam company. There are many better options out there today. Save your money and go elsewhere.

  

  Business Response

  Date: 06/29/2023

  Thank you for your message. We are sorry to hear if there was any sort of trouble with the glasses. We are having a hard time finding an order for you with the email address provided here. Could 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? We would be happy to assist you.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20212009
  
  I am rejecting this response because: email used for last order was *****************************.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/13/2023

  Thank you for confirming the email address with us. We do see that a return and refund was issued for you on the most recent order. We understand the frustration though and will definitely share your feedback with our team.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20212009
  
  I am rejecting this response because: I did not receive a full refund for manufacturer defective glasses.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/18/2023

  Thank you for your response. We have issued a 50% refund in accordance to our return policy as outlined on the website. If you would prefer we can make an exception and offer another store credit if you would like to try another frame, but we do have to adhere to our policy and are not able to offer a full refund. 

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20212009
  
  I am rejecting this response because: the offered solution is not acceptable due to manufacturer error on the part of Zenni.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/12/2023

  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 sent the following on 5-18-2023."******************* ********************************** I am having a hard time reading using the last pair of glasses I purchased from you. I had my optometrist check the prescription and the glasses and they said everything is good. They told me the bifocal portion of the progressive lenses is too narrow. Is this the case in all of your glasses? Please let me know if there is anything I can do.******************* ************"I ordered the glasses on 3-21-2023 order number #o5263952805 They responded it had been over 30 says, which is their return period, so they wouldn't do anything about the situation. The reason I waited so long to contact them was I tried to get used to the glasses but was unable to. I was getting headaches and burning eyes.The reason I want a refund is because I feel the narrow bifocal portion isn't the industry standard and by making the glasses this way they are producing an inferior product thus not meeting customer expectations

  

  Business Response

  Date: 06/29/2023

  Thank you for your message. We are sorry to hear that the glasses are not working out. It looks as though our team has sent you the information to return the glasses to us to be inspected. Once the inspection is complete we will follow up via email with the results and next steps. 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20174691
  
  I am rejecting this response because: This complaint hasn't been settled. I returned the glasses for examination to determine if they were made to standards. I am waiting on the results and action on Zenni's part to settle this complaint.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/05/2023

  Thank you for your message. The glasses were delivered back to us on Sunday July 2, 2023. Please allow up to 14 business days for the inspection to be completed. Once complete we will email you the inspection results and next steps. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20174691
  
  I am rejecting this response because: Complaint hasn't been resolved.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/03/2023

  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.

  Zenni refuses to allow me to engrave my own business slogan on my glasses. They say one word in my slogan is trademarked which is "git". I attempted to call them and explain how their system was incorrect. Kept being told by customer service its trademarked and nothing could be done. I asked for supervisor three times, finally the agent hung up on **** attempted contact via ******** was told it's trademarked, asked for call back from supervisor, ignored. Attempted contact through website chat, was told same thing, asked for call back and was ignored again.Called again, got supervisor, VERY clearly showed them uspto.gov site showing that a word by itself cannot be trademarked and only the STYLIZED LOGO of "GIT" is trademarked. Also showed them how their system allows other trademarked words such as "Zenni" and even my own first name and last inital are trademarked yet their system allows my name to be on there. Then showed them how I literally filed a trademark application for my business slogan and initial response from ***** accepted my request until full review.Got an email back less than 12 hours later telling me the word "git" is profanity. I sent them back screenshot of Merriam ******* website showing it's not profanity. Then I looked on their website and it allows actual VUGAR profanity to be engraved.Tried contacting *************************, Director of ************************ ignored.I don't understand why they are doing this, it's almost feels like harassment.

  

  Business Response

  Date: 07/13/2023

  Thank you for your message. We do apologize but we are not able to engrave a trademarked word on our frames, and we appreciate your feedback on the matter.

• Initial Complaint

  Date:05/31/2023

  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.

  Ordered glasses, after a few months the anti reflective coating(I assume that is what it is) is coming off the lenses. Repeat attempts to see about getting the issue fixed I keep being told photos need to be sent showing the issue, then was told by ***** in CS that i could send the photos in even if the issue does not show. Same day email from ****** said they cannot see the issue and I can send the glasses in to be looked at. I am disabled and cannot do anything if I cannot see, I only have one pair of glasses to wear and cannot wear sunglasses all the time while I wait on the company to tell me again it is not a problem they will fix.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear that happened with the glasses. It does look as though our team has remade the glasses for you, and you should have received them. 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: 06/30/2023

   
  Complaint: 20128554
  
  I am rejecting this response because your reps are rude and it took me 4 months to get the issue resolved. I was told 3 different times there was nothing wrong with my glasses and until I filed this I got no help.  Retrain your staff to do a better job.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/31/2023

  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 placed an order on 5/22/23 through the zenni optical website. On 5/30/23 I received an email from "Creditwise" making me aware that my email has been compromised from their website as of 5/27/23. I contacted zenni on 5/30/23 and spoke with a representative and a supervisor ******************** was on the phone for a total of 1 hour and 3 mins. I sent the requested documentation and was told they will look into it every so often, when I asked what could be done, he then changed his story and said this will be looked into every hour. He didn't take anything I said and provided seriously. Told me this would given to a management email and would receive a call back. When I asked when I would receive a call back he said probably never. My private information has been compromised by their website, and there is no department or resolution for this. How many people did this effect that might not have the same service I have and won't know their information is at risk?

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. Our team did look into this and we can assure you that there was not a breach on our end. We do apologize that this happened, and if you need any further assistance you can reach us via phone at **************, email at *********************************** or chat on our website.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20128367
  
  I am rejecting this response because: I have provided you with the screenshots from my credit report stating otherwise. This is a generic and unacceptable response. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/31/2023

  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 purchase glasses from them on April 9th. The glasses I received did not have the correct lenses, which resulted in feelings of dizziness and blurriness when I wore them. After a few days of testing, I confirmed that the lenses were indeed incorrect. I contacted Zenni to address the issue and they requested that I send the glasses back for further evaluation, which I did. They later informed me that the glasses were to be in good condition. I have three options (1) receiving the same pair of glasses back, (2) a full store credit refund, or (3) a 50% cash refund. But if I choose the full store credit refund and use it to purchase another pair, I would not be able to return the second pair for a full refund; instead, I would only be eligible for a 50% refund.I have two main objections to their response:The glasses' lenses were undeniably incorrect. I obtained my prescription from an eye doctor and also own a pair of glasses from a different store that perfectly matches my prescription and provides clear vision. I provided Zenni with the exact same prescription, yet the glasses were different from the ones from the other store. This inconsistency in the lens quality indicates a problem, but Zenni refuses to acknowledge it.I am willing to accept a full refund if the glasses simply do not work for me. I am also open to buying another pair, assuming that a remake would yield better results. However, Zenni's refund policy raises concerns. If the second pair of glasses also proves unsatisfactory, they will only refund me 50% of the purchase price. I find this policy to be in violation of my rights as a consumer. It creates a situation where Zenni could potentially send me poorly crafted glasses, knowing that they only need to refund me 50% of the cost. When purchasing a pair of glasses, I believe I should receive a product that fits me properly. It was not my fault as I provided them with the correct prescription and all the necessary information they requested.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry if there was any trouble with an order. It does look as though our team did issue a store credit for you, and the credit has been used to place a new order. 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 with your order number and we would be happy to help.

• Initial Complaint

  Date:05/26/2023

  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.

  Date of the transaction: May 22,2023 Amount of money paid to the business: $89.90 What the business committed to provide: The business committed to delivering my order to the correct address as specified during the purchase process.Nature of the dispute: The dispute arises from the fact that the business entered my address incorrectly, resulting in the delivery of my order to the wrong location.Business's attempts to resolve the problem: Unfortunately, the business has made no efforts to rectify the issue, stating that there is nothing they can do to fix the incorrect address.Account/Order/Tracking number: o6011156418 In summary, the transaction took place on 05/22/23, and I paid $88.90 to the business with the expectation that they would deliver the order to the correct address. However, due to their mistake, the order was sent to the wrong location. Despite my attempts to seek a resolution, the business has shown no interest in rectifying the situation. This has left me deeply disappointed and frustrated with their lack of responsibility and customer support.Considering the severity of this issue and the complete disregard for resolving the problem, it is clear that the business's BBB accreditation should be reconsidered. Their failure to address and rectify the mistake demonstrates a lack of commitment to customer satisfaction.One of the proposed solutions provided by the business was for me to visit someone else's house to inquire about the package intended for me. This request is not only unreasonable but also puts my personal safety at risk. It is highly inappropriate for a business to expect a customer to potentially confront unknown individuals in order to retrieve their goods.This disregard for customer safety further underscores the lack of care and responsibility exhibited by the business. Such an approach is not only unprofessional but also demonstrates a complete disregard for customer well-being.

  

  Business Response

  Date: 05/30/2023

  Thank you for your message. We are sorry to hear that happened with the order. It does look as though our team is going to remake the order for you. You will receive an email with the new order number in the next ***** hours, and once it ships we will email a new tracking number as well.