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:04/10/2023

  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.

  They misrepresented the utility of the photochromic lenses (Transitions) I ordered because they can't be used for daytime driving. They do not change to dark inside the car. Also, when they are partially darkened, they turn green, not brown as the ad on the web page shows. The usefulness of the product is therefore significantly less than what I paid for or was given to expect. I do not want to send them back because they are otherwise good and I don't want to be without glasses for the time it would take to change them. The change they recommended to another kind of photochromic lens would cost me more money. I want as resolution that they give me sunglasses with my prescription that work in the car. I will repeat: I do not want to send the glasses I got back and I don't want to pay more.

  

  Business Response

  Date: 04/11/2023

  Thank you for reaching out. The Photochromic lenses typically do not darken inside of cars due to UV windshield protection. This is true for all photochromic and transition lenses aside from the new Transitions XTRActive Polarized? as outlined on the website. You are eligible to return the glasses for a 100% store credit if you would like to try the Transitions XTRActive Polarized?, or a 50% refund to your original payment method. We do also offer Clip On's for the frames that can be used to add a tint while driving. You can find all of our clip on options right on the website at the link provided below. 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: 04/11/2023

   
  Complaint: 19916928
  
  I am rejecting this response because: It is not due to windshield protection. It happens when I wear a brimmed hat as well. Today I wore the glasses with a white baseball cap on a very bright ********** day, and they did NOT darken beyond a slight green. Also, I have used them with my '96 ****** no windshield protection whatever. I regard this as clearly diminished value over what I was led to expect. If they would give me the photochromic lenses that actually work, at no additional cost, I would send these back for the change.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/14/2023

  Thank you for your message. The level of darkness will depend on the amount of UV light present, time of day and direction of the sun. This is what allows them to let you see life with just the right amount of light. If you do believe that the glasses are not right, we would be happy to have you return them for an inspection. You can also email photos of the lenses if you would like our team to take a look that way. You can email us at *********************************** If you would like to return the glasses for the inspection, please let us know via email so we can get a return label sent to you.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19916928
  
  I am rejecting this response because: All this information, which was not available to me at time of purchase, avoids the points of my complaint: the glasses cannot be used for daytime driving because they do not darken. Nor do they darken in broad daylight if I wear a broad brimmed hat or baseball cap. These are inherent in the product and diminish the value I was led to assume they had. They need to make me good. They can do that by providing a separate pair of regular sunglasses with my prescription. Any pair of their choice. They themselves freely admit that the glasses will not perform as their own ad shows, turning light to dark, with no sickly green in between. They can change the misleading moving image on the website. They can also state in their literature that these lenses cannot be used for driving in broad daylight into the blazing sun. Or with a hat.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/04/2023

  Type:Sales and Advertising 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 order glasses on their website. I thought I had all the information correct, and I admit I had entered some information incorrectly (hence, the reason I need new glasses). The order came and I could not see through the glasses. The website says they will make it right within 30 days of purchase for any reason. I contacted them to remake the glasses. The email I got from them said they understand mistakes happen and to send them a copy of my prescription, which I did. They refuse to remake the glasses, they will issue a credit and I am to reorder them. In doing that, I lose the discount code I had as well as the sale price on the frames. They say they cannot access the information on the website due to privacy issues. That is literally where they got the order to begin with. And I have corrected the information on the website, as well as emailing them a copy of the prescription. There is no reason they cannot remake the glasses other than they want to make more money. I agreed to pay to reship the glasses as I did make a mistake, but they declined. All I want is for the glasses to be made correctly at the orginal price. I don't feel that is unreasonable.

  Customer Answer

  Date: 04/05/2023

  From: *********;******************* <*************************>
  Subject: #********

   

  Good evening.  I am just letting you know that I have resolved my complaint with Zenni.

   

  Thank you.

• Initial Complaint

  Date:03/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a new prescription from my optometrist dated 02/24/2023. I knew I had various coupons on Zenni including a 20% off Birthday coupon. So I placed my order on 02/27/2023. Within a few days of the order, I reached out to the Zenni and ask the representative to check my prescription against what I had inputted. Turns out I did not put it in correctly. The rep told me they could not correct the script and all I could do was cancel the order and re place with their assistance. So I canceled the order. Upon canceling the order I found out that now I lost the 20% off coupon, because I used it. What I used it? Um I canceled the order, so how did I use it? He continued to tell me I used it and if I didn't reorder he could not help me correct the errors with my prescription. OK I was starting to get aggravated so I ended my chat. I waited a bit of time and then went back to complain. I spoke to an alternate rep about what happened, she advised me that she would have the birthday promo reinstated by her IT group and to watch for an alert. I never saw the alert so on 3/30/2023 I went back to the Zenni site, no Birthday promo. Went on chat, ask what were my available promos, I told the rep what I was told. She went on to tell me how I would need to place to order at full price and note in the memo field what happened with the 20% Birthday promo and "they" would deduct it. Um, would you trust that? Nope I wouldn't. So here I am, needing glasses, my prescription has changed, but with rising costs I feel I deserve my 20% discount but I do not trust that I will receive it by putting in the memo line, based on three different stories from three different representatives.

  

  Business Response

  Date: 04/11/2023

  Thank you for your message. We are very sorry to hear that this happened, and we have our team looking into this on our end. We are working on getting that resolved for you, and will follow up via email once there has been an update. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19877356
  
  I am rejecting this response because: They are still working on my complaint.  I cannot accept what is not closed or completed 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/29/2023

  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 purchased a pair of glasses from this business on 3/23/2023, the transaction was for $65.00. After navigating to the men's section, I found a pair of frames within the category and pulled up the measurements of my existing frames to compare with the frames advertised on their website. After concluding that the measurements were similar, I proceeded with the order. Once I received the order, the frames were not only extremely wobbly and unstable, they were significantly smaller than what was advertised on their website. I offered to exchange the frames for a store credit to order a replacement pair and then ship them out to them (due to the fact that these are necessary CORRECTIVE LENSES required for everyday vision and the tasks associated). However, they refused to provide any sort of compensation for the faulty and mis-advertised glasses I received that will undoubtedly snap in half within a day or two. I did not receive anything near what was paid for in the first place as advertised on their website.

  

  Business Response

  Date: 04/04/2023

  Thank you for reaching out to us. We are very sorry to hear that the glasses were not what you were expecting. We understand the frustration this causes, and would be happy to help you with a return. 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: 04/05/2023

  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:03/27/2023

  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.

  In January, I sent almost $900 (2 pair) worth of glasses back to Zenni and they said they never received them and would not refund my money (not even the half that they say they will refund for already-made prescriptions). After a few weeks of back and forth, they said they had the glasses and would credit my account the full amount of $867.45. I ordered 2 new pair of glasses over a month ago and have yet to receive my glasses, despite numerous requests for help from them. I had to purchase other glasses/contacts because my vision is very bad and I need glasses to function. I no longer want or need the glasses that they say are on the way and I would just like a full refund of my money. They have $886.40 of my money and I have no glasses from them. This has been going on for 3 months and they say that glasses are delivered within 5-7 business days. I have also been unable to track the glasses they say were shipped. Their customer service keeps telling me to wait a little bit more and they'll look into it but then I never hear anything from them. I do not want to or need to use the credit that is in my account because it's too late. I already fixed my own glasses situation by purchasing them locally. Thank you for any help you can give. This is HORRIBLE service, given how people depend on their glasses to function in the world. I am legally blind without them.

  

  Business Response

  Date: 03/29/2023

  Thank you for reaching out in regards to your order. We do apologize about the ***** delay with the shipment of your order. Our team has opened an investigation and is looking into this matter with *****. Per our policy if the order is lost with the courier, we can remake the order for you if you would like or we can make an exception in this case and reverse the remaining store credit on your account and issue a 50% refund to your payment method. Please confirm with us via email how you would like to proceed and our team will be happy to assist you there.

• Initial Complaint

  Date:03/23/2023

  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.

  I purchased glasses from Zenni on 03/15 and received them on 03/23. The frames were incredibly small, almost child size, and the lenses were completely wrong. I contacted customer service to try to return them and get a refund back to my card but Zenni declined/denied a full refund. They did offer other options such as a store credit but I'm not going to take any chances with my vision and I didn't want to order any of their other products. All I am asking for is a return label and a refund of the main cost, I don't need S/H back.

  

  Business Response

  Date: 03/24/2023

  Thank you for reaching out. I am very sorry to hear the glasses did not work out. It looks as though the prescription given by the doctor differs from what was entered for the order. The doctor wrote for negative (-) values on the prescription, but the glasses were ordered with positive (+) values. You are eligible to return the glasses for a 100% store credit that can be used to place a new order with the corrected prescription, or a 50% refund. Please get back to us via email at *********************************** by phone at **************, or via chat on our website to confirm which return option you would prefer and we will be happy to assist you. 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19846378
  
  I am rejecting this response because: The reasons given for their mistake are incorrect. I took the glasses in question to my optometrist to have them measured and attached is the measurements and readings they found. I will attach the prescription provided by the doctor when I am home. From what my doctor told me, the issue has nothing to do with the axis or whatever they are saying. This is a grievous error on their part and I would like a full refund (minus S/H).
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/29/2023

  Thank you for your response. We did manufacture the glasses to match what was entered on the order page.  It looks as though the prescription given by the doctor differs from what was entered for the order. The doctor wrote for negative (-) values on the prescription, but the glasses were ordered with positive (+) values. We have attached a screen shot of what was entered on the order in comparison to what was given by the doctor. In this case, you are eligible to return the glasses for a 100% store credit that can be used to place a new order with the corrected prescription, or a 50% refund. Please confirm with us via email at *********************************** or by phone at ************** how you would like to proceed.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19846378
  
  I am rejecting this response because: At this point I'm just done with Zenni. I received my new prescription from my optometrist, with the exact same numbers that I provided to Zenni, and the prescription is correct. At this point in time I want nothing else from them. I'm out $100 and I'll be telling everyone, online and in person, never to use their service again. I want my resolution to be that Zenni removes ALL my information from their systems and I never want to be contacted by them again. Let this be the end of the matter with them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 11th I spent 21.92$ on a pair of glasses with anti reflective coating order number o5231759300. Upon receiving the glasses I noted that the antireflective coating was defective. I have ordered from zenni many times close to a hundred pairs of glasses and have never reached out before so I was unaware how poor the customer service was. I used the chat feature and the representative took 5 to 10 minutes to respond each time. After about an hour of minimal conversation and a few requests for different pictures of the glasses I gave up and called. The call has me on hold for 30 minutes I hung up and emailed. I emailed pictures of the defective glasses with reflections in natural light, I was told to send pictures in other lighting so I did. I was then told that the lighting was the problem with the glasses to which I responded that I took pictures in artificial lighting and natural lighting the problem is the glasses not the light. The representative responded that this is an antireflective reflection and I got what I ordered and that I could return under the normal policy for 50% back. I refuse this solution and request that I receive a full refund.

  

  Business Response

  Date: 03/23/2023

  Thank you for reaching out. We were able to review the photos of the glasses that you had sent over via email, and can confirm that the Anti-Reflective coating on the lenses is working how it should. The "sheen" that you are seeing is the light being reflected off of the lenses. We have attached a photo here showing the difference between lenses with and without the Anti-Reflective coating. You are eligible to return the glasses for an inspection if you feel they were not made right, a 50% refund, or a 100% store credit. Please reach out to us via email at *********************************** by phone at **************, or via chat on our website to confirm if you would like to return the glasses for the inspection, store credit, or 50% refund. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19627699
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  
  

  This is much less than the entire lens reflecting as mine are.

  
  

  
  

  I still stand that the glasses are defective.

  
  

  I would like a refund for the defective lenses.

  
  

  

  Business Response

  Date: 03/24/2023

  The lenses were made with the Anti-Reflective coating as ordered, but if you would like you are eligible to return the glasses to be inspected to see if something was off in manufacturing, or for a 100% store credit or 50% refund. Please reach out to us via email at *********************************** by phone at **************, or via chat on our website to confirm if you would like to move forward with the inspection, store credit, or 50% refund.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19627699
  
  I am rejecting this response because: I have ordered thousands of dollars off glasses of Zenni optical referred you to family members and associates I will no longer do that. After dozens and dozens of orders I have never had to reach out to customer service. I am glad to know now that you will not refund a order that is defective. I will NEVER purchase with yiu again and ensure that I post on every social media outlet tiktok, instagram, ******** ect and tell the story about how Zennioptical.com has the WORST customer service in the industry. I will look for other options and recommend them to others because this is a terrible way to treat customers that have been with you for over a decade.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/17/2023

  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.

  bought glasses they were blurry and sent back, ordered again and sent the prescription to verify they were correct, they again were blurry, now told only will receive 1/2 of price in store credit. i didn't send them 1/2 a payment. was told its it terms i was not told they would be terms on the next order.

  

  Business Response

  Date: 03/21/2023

  Thank you for reaching out. We are sorry to hear the glasses were not what you were hoping for. It does look as though our team has issued another store credit for you, and that a new order for a pair of Progressive glasses has been placed. We do hope the new pair works out well for you!

• Initial Complaint

  Date:03/11/2023

  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. I have used them previously for the same exact pair of glasses. I needed a new prescription which is why I ordered another pair of the same frame. When my glasses arrived the frames were bent and the lens was popped out. I sent pictures and they agreed they were not made correctly and offered to send me another pair. When the new pair arrived they had the same issue with the frames and again, the lens was popped out. I asked to return them for my money back and they sent me a return label. After returning the glasses that were unusable due to the manufacturer issue, theyre refusing to give me a full refund. Theyre scamming their customers by sending faulty items and only giving store credit or partial refunds. I have not received any money back from them since returning the frames.

  

  Business Response

  Date: 03/21/2023

  Thank you for reaching out. We are sorry to hear that happened with the glasses. It does look as though we did issue a full refund for you on March 12, 2023. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any bank statements. If you have any further questions or need additional assistance, 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:03/03/2023

  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.

  I ordered progressive lenses with frames from zenni. I never wore this type of lens before. I chose the most expensive progressive option to maximize the possibility of them working as they should. I received my glasses and I cant wear them. The floor looks like its on a downward slope when Im wearing them properly. I realized if I look straight through the glasses without them resting on my ears I could see fine. However that means Id have to have the arms an inch or so above my ears because the arms of the frames are at the top of the frame so when you put them on there is a tilt backwards to rest on your ears. This was not taken into consideration when my glasses were made. I reached out to zenni and got the explanation they dont make custom progressives. However that isnt what is needed. What is needed is the tilt of the frames to be considered when making eye glasses. They tried to say its my fault for the size of the glasses/lenses I ordered. Which has zero to do with how they manufacture progressive lenses. I do not wish to get glasses from them if I cant even wear them properly in order to use them. I dont want store credit and I dont want to have to forfeit half of what I spent on these glasses. I want a 100% refund to the card I used to purchase these glasses.

  

  Business Response

  Date: 03/21/2023

  Thank you for your message. We are sorry to hear that the lenses were not working out for you. It does look as though our team did send a return label to you for the glasses to be returned for an inspection. Once the inspection has been completed, we will follow up via email with the results and next steps for you. 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19531834
  
  I am rejecting this response because:I dont want to send them until I know I wont be expected to only receive store credit or only half what I paid. Of course their test will show theyre correct because they made them. The issue isnt whether or not the strength was done correctly. Its the fact that everything is sloped when I look through the glasses while theyre on my face causing me to run into things and I have almost fallen down the stairs multiple times due to this issue. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/23/2023

  If an error is found in manufacturing we will be able to either remake the glasses for you, or offer a full refund. The other return options as outlined on the website if you do not choose to do the inspection are the return for 50% refund or a 100% store credit.