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:05/23/2023

  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.

  Zenni made & remade ********* husband's glasses. We still can't see out of them. We had to go to another company to get the correct glasses. Zenni refuses to give me a refund.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. The most recent order that we see for you is from August 22, 2022. Unfortunately at this time that order is outside of the warranty period for a return. We do apologize about that. If we can assist you with a future order at all, please reach out to us via email at *********************************** by phone at **************, or via chat on our website and we would be happy to help.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20097936
  
  I am rejecting this response because:
  I reached out to the company before the warranty was up.The company would only give me store credit. I wanted a full refund.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/05/2023

  Unfortunately we do not show any correspondences in regards to the most recent remake from August 22, 2022 until this year. Since the order is almost a year old it is outside of the warranty period at this time. We do apologize but we are not able to offer a refund on an order that is outside of warranty. 

• Initial Complaint

  Date:05/20/2023

  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.

  Bought glasses with tint does not tint correctly no answer from Company

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear there was trouble with the glasses. It looks as though our team had responded via email asking for a photo of the lenses outside. If you could please email that over to us our team would be happy to assist you. 

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20084081
  
  I am rejecting this response because:
  Glasses dont tint correctly 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/05/2023

  Thank you for your message. Our team had requested photos of the lenses outdoors in direct sunlight so they can see what is happening with the lenses. If you can please get back to us via email at ********************************** with the photos we would be happy to help with this matter.

• Initial Complaint

  Date:05/16/2023

  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 have been buying glasses from Zenni for years now and this is the first time I've had an issue.The order with an issue was placed on Wed, Mar 8, 2023 I have contact Zenni support / customer service and have only been offered a 50 percent refund.I just want my money back so I can purchase glasses that are the correct prescription and will be using a company that actually stands behind their products going forward.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear that there is trouble with the order. We would be glad to have the glasses sent back in for an inspection, or we do have the option of a store credit that can be used towards a new order. Please get back to us via email to let us know how you would like to move forward so we can set up the return for you. 

• Initial Complaint

  Date:05/15/2023

  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 ordered a pair of glasses online. When I received them they didn't fit. There are no directions in the box or on their website on how to return the pair for a refund. When I emailed customer service, they too did not tell me how to return the order. When I contacted live, they delayed telling me how to return the order for over 30 minutes. There are too many obstacles for returns. The online agent is still stalling on giving me the information I need to return my purchase.

  

  Business Response

  Date: 05/25/2023

  Thank you for reaching out. It looks as though the order has been returned to ** for a Store Credit. The store credit has been issued for you and can be used at any time towards a new order! If you need any further assistance, please reach out to ** 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.

• Initial Complaint

  Date:05/13/2023

  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.

  I have been a loyal Zenni customer since *********. Over time, I have experienced several problems with their eyewear, and each time I have brought these issues to their attention. The responses are quick, matter-of-fact and dont offer any real solutions. Every single pair of glasses Ive purchased from Zenni have had bad screws on the arms of the frames. I have asked them to send me new screws, but they stated that they do not send out replacement screws. The arms become very loose after a while (always past the 30 days), they wont stay open and keep folding. I have stayed with Zenni because they are priced cheaper, and when they fall apart, I just order new glasses. Well, now I need progressive lenses and those are more expensive. My recent experience was with a pair of glasses that I purchased in January 2023, and it looked to me like the left lens had a few scratches on the surface. I knew that they were not deep scratches. I read their warranty policy, which stated that they would be covered for one year for damage to the glasses coatings. I sent an email message on Monday, May 8, 2023, to the customer service department, along with pictures of the surface scratches on the left lens. I received an email back saying that it wasnt an issue with the coating, and that the original return period was 30 days. My problem with their decision is that I dont understand how they can decide what the damage is without physically inspecting them. I asked if they could just buff out the fine scratches on the surface because they definitely interfere with my vision. They didnt respond to that question, just that it wasnt an AR coating problem, and the 30 day warranty was up. I have VIP status with them and have spent a total of $640.43. I was just hoping for a little better customer service and more attention for a loyal customer. Its just upsetting that they wont even look at the glasses to see if they could fix them because I cant even wear them anymore.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to see that happened with the glasses. Our team did take a look at the photos, and unfortunately the scratches do not appear to be damage to the Anti-Reflective coating and therefore not covered under the warranty. Due to this we are not able to offer any sort of return, and we do not have a repair program in place. We are sorry about any inconvenience this may cause. If there is anything further 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 assist you.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20055041
  
  I am rejecting this response because:
  There was no assistance offered to try to resolve or make it right with me. I had the glasses for only 4 months and they were ruined to the point where I could no longer wear them. The left lens is definitely scratched, and I sent them pictures of it, but they were unwilling to try to make it right with me. There is a year warranty for scratches to the lens coatings, which is exactly what it looks like to me. I feel that they needed to view the lens in person instead of just making a decision based on a photo. So I feel that without actually seeing the lens, they really would have no way to know if it was scratched on the coating or if it was deeper. I laid the glasses down on my stone landscape area to wipe the dust and sweat away from my face, and unfortunately, a gust of wind blew them onto the lens side after I carefully laid them down on their backside. This small mishap could NOT have scratched the lens very deep, and it was probably surface scratches. I am very careful with my glasses and take extra care of them because I need them to last a while. In any case, I cannot wear them anymore because the scratches are right in my field of vision. These are progressive lenses and probably the most expensive glasses that they have. I understand if they dont have any way to fix the lens and no repair service at this time, but they could have offered to either replace the glasses with new ones, replace just the lens, and I am willing to send them the glasses so they could use my frames, or just offer me a credit for the amount that I spent so I can purchase them again. I honestly feel like one of these solutions could have been offered to me as a courtesy if they dont have any way to repair them.  Thank you for your time and consideration. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/10/2023

  Thank you for your message. We do understand the frustration with this. We would be happy to make an exception and offer you to either return the glasses for a store credit that can be used towards a new order, or we can issue a one time remake for you. Please reach out via email at *********************************** by phone at **************, on social media, or via chat on our website to confirm how you would like to proceed. 

  Customer Answer

  Date: 07/15/2023

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

• Initial Complaint

  Date:05/11/2023

  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.

  I ordered 2 pairs for prescription glasses from Zenni. I had to send them back for inspection because I was unable to see properly. They admitted they did not meet their standards and my options are 100% store credit, 50% refund in the original payment method (credit card) or they remake them. Im not reordering them nor will I purchase from them again but since it is their fault I feel I should be able to get a 100% refund not 50%. I dont think a company should be able to profit off the consumer and provide junk. They are keeping the defective product so this is double dipping. *****************

  

  Business Response

  Date: 05/19/2023

  Thank you for your message. We are very sorry to see that happened with the glasses. Our team did refund you in full on May 12, 2023. Depending on your financial institution it may take up to ten business days for the refund to be posted, but it has been issued on our end for you. 

  Customer Answer

  Date: 05/19/2023

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

• Initial Complaint

  Date:05/08/2023

  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.

  I bought a pair of glasses. **** said it was delivered but it was not. I had to go to a eye glasses place here by home and buy a pair off the Because I didnt get the ZENNI OpTIcal glasses. I asked for my refund from Zenni and they said no. I dont need store credit because I will not buy off of them again. So now I lost money because I dont need a replacement I bought a pair from Lens crafter. ZENNI IS STEALING MY MONEY.

  

  Business Response

  Date: 05/22/2023

  Thank you for reaching out. We did issue a store credit as well as 50% refund for the order rather than sending the remake. It looks as though a new order was placed using the store credit, so we are not able to issue a refund for the credit since it has been used. The order that was placed using the store credit has shipped to you, and we hope you love the glasses! 

  Customer Answer

  Date: 05/23/2023

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

• Initial Complaint

  Date:05/07/2023

  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.

  Zenni Optical uses deceptive business practices. I was emailed that my daughters glasses had been manufactured and were traveling to the distribution center to be shipped on April 29. On May 6 they still hadn't moved. I emailed and asked to cancel the order as I need these glasses yesterday and will have to reorder from an actual reliable manufacturer. I was told that the glasses weren't even manufactured until May 3rd by customer service so I was obviously lied to in the email from April 29. Then I was outrageously offered only half of my money back for a product I wouldn't even ever receive. Criminal. Disgusting customer service.

  

  Business Response

  Date: 05/19/2023

  Thank you for your message. All orders do have a standard time frame of **** business days. We are sorry if there was any miscommunication and we understand the frustration here. The **** tracking for the order does show that it was delivered to you on May 17, 2023. If there is anything else that we can assist you with, please reach out to ** via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number. 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20029067
  
  I am rejecting this response because: I had to request they finally send the glasses as they were holding them hostage until I would let them keep my money or take the glasses. Once received they of course are wrong and the return process is extremely difficult. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/26/2023

  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.

  Purchased these prescription glasses in December 14, 2022 less than 6 months later they start to fall apart. Zenni response: sorry Only and told me to buy new glasses.

  

  Business Response

  Date: 04/28/2023

  Thank you for your message. We are very sorry to hear that the glasses broke and understand the frustration this has caused for you. We would be happy to offer a replacement frame for you as an exception if you would like. Please reach out to us via email at *********************************** by phone a **************, or on social media and confirm if you would like the replacement frame so we can get that sent out for you! 

• Initial Complaint

  Date:04/12/2023

  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.

  I ordered a pair of glasses for $50.85 on March 15th. To my own fault, my old address was stored on the website and so the package was returned to sender. Zenni was very supportive at first but once they have received the package back their standard line has been "be patient". While the customer service representatives were not rude, they have been less than helpful. The glasses were returned to the Zenni warehouse on 4/5/23 and as of 4/12/23 I have not received an update or tracking number. This seems excessive. Slap a sticker on it and get it in the mail. I just want my glasses or a refund.

  

  Business Response

  Date: 04/20/2023

  Thank you for reaching out. We do apologize that happened with the order. The order is on route to you now via ***** The tracking number is 9400136206444713804949, and that can be tracked right on the **** website for you! 
  

  Customer Answer

  Date: 04/20/2023

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