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:05/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Zenni many times for my eye glasses with no issues in the past and have referred them to many, many people. I purchased my last pair, the side ear piece would not bend. I called they stated due to being my only pair that they would send new pair. PERFECT! no issues. Then starts the 20 emails starting with - "I should loosen the screws on the side" (not covered if they later fail). Was not comfortable with this. Next - "They will replace frame and when I receive - I will then need to REMOVE lens and REINSTALL lens in the new frame"! (Again, breaking won't be covered) This is the most unprofessional answer I have received yet. This customer service is absolutely ridiculous.

  

  Business Response

  Date: 05/20/2025

  Thank you for your message. We are sorry to hear that you experienced some issued with your order, and we understand how frustrating this can be. It does appear as though our team has issued a remake for you! The new glasses have shipped via **** as of May 20, 2025. The tracking link can be found below for your convenience! 

   

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

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:05/04/2025

  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.

  On April 25th I reached out to Zenni to request a return for glasses. They don't work for me and I can't see out of them. On April 27th they emailed me back asking for my prescription and other details which I all provided. They confirmed with me that I had input all my data correctly. I requested the return label again on April 29th and again on May 1st. I have not heard back from them since and want to return the glasses for a full refund, just like they advertise on their website.

  

  Business Response

  Date: 05/09/2025

  Thank you for your message! We are sorry to hear that the glasses are not working out for you, and we understand how frustrating that can be. It does appear as though our team has sent you all of the return materials to send the glasses back for an inspection. Inspections are completed within 14 business days (excluding weekends and holidays) after the glasses are received, sorted, and processed into our system. Your results and return options will be emailed as soon as we have completed your inspection! 

  Customer Answer

  Date: 05/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **************

• Initial Complaint

  Date:04/29/2025

  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.

  Order was placed 12/8/2024 for a couple of glasses.I paid the business a total of $250 that included many add-ons for better lenses, anti-reflection coating, etc.The company praises itself for having high quality products, great reviews, the best customer service, ****** problem is that after 3 months of using the glasses, one day the lens popped out of one of the frames within its case. Luckily I was able to retrieve the s**** and rearrange all the pieces, assuming this was due to usage or a loose ********** forward a month and while running, the lens popped out again for no reason. This time around I was not able to retrieve the screw, and the lens got scratched from hitting the pavement.Since I've only had them for 4 months, I called the business to explore warranty coverage and options available to me, and was told they cannot offer anything beyond the first 30 days from my purchase, which is absolutely ridiculous considering this was due to a poor quality in the frame manufacturing which causes the screws to get lose on their own.Looking forward to getting this issue resolved, and if not at least raise awareness for other consumers so they won't be taken advantage of as I was.

  

  Business Response

  Date: 05/08/2025

  Thank you for your message. We are so sorry to hear that the glasses broke, and completely understand how frustrating this can be. We are not able to find any correspondences with our customer care team on our end, but we do want to help resolve this issue for you. Our team will follow up with you via email shortly so we can work together and fix this! 

• Initial Complaint

  Date:04/25/2025

  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.

  I was ordering glasses from ************************** when I went to check out there was a 30% off coupon for orders over $180. Great I thought, 30% off o I went back and ordered another pair of glasses. The code for the 30% off was CM24. I putt in the code when checking out and it didn't work- I put the code in a second time, again it didn't work and it said it was expired. I called ************************** to talk to someone and get the code reinstated. I talked to ********. She asked for a screen shot- I told her the second time I tried the code it had gone away. She called their Tier 2 and talk to ********* who absolutely refused to honor the 30% off. his is bait and switch!!!I would not have wasted my time on the site if I knew the 30% off did not work!!How else would I have known the code and what it said. THIS IS FRAUDULENT BEHAVIOR AND NEEDS TO BE ADDRESSED!!! VERY ************** desired resolution is my 30% off as was advertised.

  

  Business Response

  Date: 05/05/2025

  Thank you for your message! In reviewing the interaction, it does look as though the promotional code in question was our Cyber Monday deal from November 2024, and that promotion has since expired. We do apologize for any confusion, but this promotion is no longer valid and cannot be used on orders at this time. Any active promotional codes can be found right on our website ****************************** 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23251075
  
  I am rejecting this response because: The code was on the website a a valid code.  It was their mistake the code was there but it was infect there and they need to honor it.  If a store mismarks a price they still have to honor it.  Same should go for this company.  It was there mistake and they have now removed the code for a discount.  They know they are wrong.
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 05/09/2025

  Thank you for your message. The Cyber Monday sale did end in November and was removed from the Zenni Optical website upon completion of the promotional time frame. If the promotion was found on any website outside of ****************************** it is not a valid promotional code. We do apologize but since this particular sale did pass we are not able to honor the promotional code.  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23251075
  
  I am rejecting this response because: this code was found on their website and active. They are lying when they say it was from another time. It loaded on the website. Its only when I went to buy another pair of glasses. It disappeared. And then they said that it wasnt current. But it was active on their website and they agreed that they took it down after I alerted them. A company like them shouldnt lie.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:04/06/2025

  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 3/27/25, I ordered replacement glasses from Zenni Optical after receiving a defective first pair. The second pair arrived with a visible chip in the lensnot a polishing issue as they later claimed. It was the first thing I noticed upon unboxing. I immediately contacted Zenni and included photos and a video. Despite their attempt to downplay the damage as matte polishing, this is a physical defect.I paid a total of $183.62, which included $19.00 for express shipping. They are now offering a refund that only covers the base shipping cost of $4.95 and are refusing to refund the full express amount. I also made it clear I wanted a full refund back to my original payment, not store credit, and they continue to push for store credit.Zenni's handling of this situation has shown poor quality control and evasive customer service. I am extremely dissatisfied and want this resolved properly.

  

  Business Response

  Date: 04/14/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a return label has been sent to you, and we will make the exception to offer a full refund including the shipping fee for you. Refunds are applied to the original payment method used to place the order within 10 business days after the return is received and processed. We will email you with a confirmation once the refund has been issued. 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.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23166946
  
  I am rejecting this response because:

  Zennis response does not resolve the core issue. I did not request an exception or special handlingI am requesting what is ethically and legally reasonable: a full monetary refund, including the $57.14 in store credit that was issued in place of an earlier refund.

   

  I have made it clear that I will not be doing business with Zenni again. Holding this store credit hostage when I have no intention of using it is unacceptable. If Zenni is able to make an exception for part of the refund, they are more than capable of refunding the full amount, including the $57.14.
  

   

  I request that Zenni stop deflecting with generalized corporate language and issue a complete refund to my original payment method. Anything less is not a resolution.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/21/2025

  Thank you for getting back to us. We have approved for the return for a full refund including shipping. Refunds are applied to the original payment method used to place the order within 10 business days after the return is received and processed. As soon as the refund has been issued for you we will email you a confirmation! 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23166946
  
  I am rejecting this response because:

  Zenni is still refusing to acknowledge or address my central issue. I requested that the store credit amount of $57.14 be refunded to my original payment method, as I have no intention of doing business with them again. Instead of responding directly to this request, Zenni continues to send vague, canned replies about refunding the full amount, without clarifying whether that includes the credit theyre holding and the most recent order refund. 

   

  I have already made it clear that I do not want store credit. I am asking BBB to intervene and help ensure that the full refundincluding the store creditis returned to my payment method, not kept in Zennis system.

   

  Please assist in resolving this matter. Ive been more than patient, and Zennis repeated avoidance of my direct request is unacceptable.
  

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

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Zenni optical to delete my data and information from their websites and not contact me again. Not only did they not comply, but it appears that they have created an account on my behalf without my consent and continue to send me emails. I received an email today saying that I have a rewards account account. I should not have any account with this company. You can tell from the unattended photo Metadata that my deletion request was sent March 16. The *** assured my that my request for deletion would be sent and I would receive a confirmation of deletion, instead, I received a confirm of having an account that I did not create. That email was sent March 31.

  

  Business Response

  Date: 04/03/2025

  Thank you for your message. Our team has confirmed the deletion of you account as of March 17, 2025. If there is anything else we can assist you with, feel free to reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media. 

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/28/2025

  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.

  Return system down unable to process return. No response from company for emails, unresponsive call centre, no return label option for customer to print or with the order for ease of return, chat feature disabled.... Second consecutive order without support from Zenni. Non responsiveness and inability to deactivate or delete my accounts is suspicious and unethical. Just buy local and forget trusting this greedy company. $200 gone now and still have to buy my daughter glasses. Just awful!

  

  Business Response

  Date: 04/03/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see an email was sent to you on March 29, 2025 outlining your available return options but we did not receive confirmation of how you would like to proceed. Additionally, our team did confirm we will delete your account information as asked. We did not hear back from you, but if you can respond to the email we sent with the return option you would prefer we would be more than happy to get that set up for you and continue to assist you there. 

• Initial Complaint

  Date:03/27/2025

  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 a pair of glasses from Zenni, and somehow the order was not received as I think the mail person misplaced it in the wrong mail box . I reached out to Zenni about this issue, and a pair of glasses was remade and shipped to me. I finally received the glasses that were ordered , and after wearing one of the pairs of glasses (******) that was purchased, I noticed that they were too tight from the arms pressing into my temples, which also caused pressure around my ears and gave me a horrible migraine due to eye and muscle strain from the pressure, so much so that I had to visit my local urgent care for pain relief, which involved an injection. I would like to return the glasses even if for a store credit, as the glasses are not suitable for me. Zenni , in return, is refusing to accept the order back, basically stating Im stuck with glasses that I cannot use. Im being told to have them altered, which if that is done and does not work, they will definitely refuse the return. All Im asking for is a refund or store credit.

  

  Business Response

  Date: 04/01/2025

  Thank you for your message. We are so sorry to hear that the glasses were causing you migraines, and were not a good fit. It does look as though our team has issued a store credit for you in the amount of $43.11 on March 30, 2025. This store credit has been applied to your Zenni account and can be used towards a future order. The video below will show you the steps on how to use the store credit. Additionally, we have attached a guide on how to measure the frames to ensure the right fit and comfort for you! If you have any questions on how to choose a pair that will be a good fit, 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:03/12/2025

  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.

  On 2/17/2025 I ordered a pair of glasses and paid for express shipping(7-10) days. My order was then processed and marked as out for delivery 2/26/25. I am now on 24 days of not receiving my delivery. I have contacted **** twice and the shipping company and have been met with no answers as to where my order is. I have even been refunded my shipping as **** recognizes they are delayed but has made not effort to actually deliver my order.

  

  Business Response

  Date: 03/19/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. It does look as though the order was remade for you, and the remake order has shipped out via ***** with tracking number 286561482100. We have provided the tracking link for you below, but if we can assist you with anything else 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:03/10/2025

  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.

  Company is refusing to offer any customer service and instead is using a selective customer management system that is keeping me in a state of detriment. I just want my money since I have nothing to show for it. Zenni needs to refund my money to the original payment method immediately with no questions asked. Then delete my account and all of my personal information because I refuse to do business with any company using the customer management system.

  

  Business Response

  Date: 03/18/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a refund for the order was issued on March 10, 2025 with the transaction ID *****************. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If we can assist you further with this, 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. 

  Customer Answer

  Date: 03/19/2025

  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,
  
  **** ****