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:03/02/2023

  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 and now Im being told that I will only get 50% of my money back because I dont want you to remake anything for me. I have sent the glasses back after having them for only a week and noticing they were blurry and not made correctly after seeing my optometrist for an adjustment. I want 100% refund, not 1/2 of what I paid when you didnt get the glasses made right the first time!! Im also attaching the email saying they werent made correctly by your own standards, so Id like ALL of my money back.

  

  Business Response

  Date: 03/03/2023

  Thank you for reaching out. We are so sorry to hear that there was trouble with the glasses. We would be happy to offer a full refund to your original payment method. We will put in the request for your refund today, and we will email you as soon as the refund has been issued. Please be aware that depending on your financial institution it may take up to ten business days for the refund to be reflected on any bank statements. 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 and we would be happy to help.

  Customer Answer

  Date: 03/04/2023

  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. They issued my refund. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/28/2023

  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 bought glasses sent correct prescription and we got the wrong prescription. Had to go to another Eyewear place with same prescription to get glasses and he couldn't use the lenses that zenni Optical sent as they were blurry. He couldn't see with them. And made him dizzy as he couldn't see. I contacted them and they refused to give refund.

  

  Business Response

  Date: 03/02/2023

  Thank you for reaching out. We are sorry to hear that the glasses for your son are not working out. We do have the option if you would like to return the glasses for an inspection to see if something was off in manufacturing, or they can be returned for either a 100% store credit or 50% refund as outlined in our return policy on the website. If you can send a copy of the original prescription over to us via email at *********************************** by phone at **************, via chat on our website, or on social media we would be happy to verify everything and set up the best return option for you. 

• Initial Complaint

  Date:02/23/2023

  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.

  Zenni refuses to repair glasses, even if you offer to pay for the shipping and repair work. Im sorry but this seems ridiculous to me. Im sure it was in the fine print but they dont markedly point it out or warn you that they wont take accountability for their product.

  

  Business Response

  Date: 02/24/2023

  Thank you for reaching out. We are sorry to hear if there was any trouble with the glasses. It does look as though our team has offered to send a replacement frame to you. If you can please confirm with us via email at *********************************** or by phone at **************, if you would like the replacement frame we would be happy to help.

  Customer Answer

  Date: 02/26/2023

  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:02/18/2023

  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 purchased a pair of ANSI Z87 safety glasses on September 14th 2022. The cost was $118.Recently the frame pivot point for the left temple failed leaving the glasses unusable, weak plastic hinge. I reached out to several customer service people on the phone on what the best course was to get fixed or replaced, I fully understood the glasses were out of *************** customer service person instructed me to buy a new pair of frames with clear lenses for $30. I thought that was acceptable because they have a process for swapping out the lenses on line.In an attempt to buy the new frames with clear lenses, the web site did not allow the transaction without an up charge of $63 for 'safety clear lenses' which would bring the total close of what I paid originally.Another call to **************** yielded a policy that cannot be found on their web site that they will not sell either frames alone or frames that did not have safety lenses installed. I asked if there were equivalent frame non Z87 that I could swap the lenses, there were not. In a robotic type policy explanation from a **************** supervisor, they understood clearly that I just wanted frames but their policy would not allow it.The fact that they have no repair services and only a 30 day warranty leaves me with two options, spend $100 more for frames and replace the $63 clear lenses with my prescription lenses or buy another pair at full price.They did offer a 15% discount saying is 'was better than nothing'. I say nothing is better than another $100 and I will go elsewhere.All I want is a set of replacement frames that I would pay for, no lenses, no side *******; simple.I have been wearing safety glasses for over 40 years, Honestly these frames are not robust and should not be rated Z87. I have at least 4 pairs of AO glasses that are up to 20 years old but w/older scripts. All have metal hinges. I am extremely disappointed at their policies for defects/repairs.

  

  Business Response

  Date: 02/22/2023

  Thank you for reaching out to us. We are sorry to hear that happened with the safety glasses and can understand the frustration this has caused. It looks as though our agent over on social media ********** did offer to have a remake order made for you. If you can please confirm with the agent if you would like to do that, we will be more than happy to assist you! 

• Initial Complaint

  Date:02/16/2023

  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 placed an order with Zenni; I accidentally ordered sunglasses instead if transitions; I called them and they sent me an email with a return label. I was using PayPal as a payment source. They credited me the $131.27 for my next purchase. When I went to change the order from sunglasses to transitions the total was $141.17 (not sure why the increase in price). I clicked on the apply the credit; then entered my credit card number to pay the additional $9.90; my credit card was charged the whole amount. So I cancelled the order and was refunded the whole amount. I no longer want to do business with Zenni and I am trying to get my PayPal account refunded (I have reported the issue with PayPal and they are trying to help). This took place February 11, 2023; to date no resolution. I just want to prevent this from happening to others....and if possible can your company assist me?

  

  Business Response

  Date: 02/16/2023

  Thank you for reaching out to us in regards to your order. It does look as though we have fully refunded the cancelled order, and that you were able to place a new order today, February 16, 2023, using the store credit of $131.27. Since the store credit was used for your new order (order number o5241754369) we are not able to refund the store credit. We do hope the new glasses work out well for you, and we will be here and happy to help if you need anything further.  

  Customer Answer

  Date: 02/17/2023

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

   

  I agree, thanks for looking into this. 

• Initial Complaint

  Date:02/09/2023

  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 August 2022, I purchased multiple eyeglass frames and lenses for myself and another person. For my frames, I buy frames described by Zenni as "Universal Bridge Fit". The Universal Bridge Fit frame in this order did not fit, unlike other frames purchased in the past with the same described feature.In November 2022, I purchased more frames and lenses, again looking for the Universal Bridge Fit feature. Another frame described as "Universal Bridge Fit" also did not fit.While inspecting Universal Bridge Fit frames that did not fit with Universal Bridge Fit that did, I realized that the frames that did not fit have differently sized parts where the frame sits on the nose. Additionally, comparing the ill-fitting frames with regular (not Universal Bridge Fit) frames, I could not see any difference in the bridges.It is important for online stores to describe products properly. Zenni provided false information about their products resulting in wasted money for the consumer.Order: o4935819505 Date: August 7, 2022 Product: ******* Amount: $9.95 plus tax Amount details: frames $9.95 Order: o5000604896 Date: November 27, 2022 Product: ******* Amount: $55.85 plus tax Amount details: $29.95 frames, $20.95 lenses, $4.95 lens coating Total refund sought: $65.84 plus tax

  

  Business Response

  Date: 02/09/2023

  Hello, thank you for reaching out in regards to your orders. Each frame does have different sizing listed on the website, and we recommend ordering the similar sizing to a frame that fits well to ensure a good fit with the new glasses. We are sorry to hear that the frames did not work out. We do have a 30 day warranty/return period in where you can contact us for a return if the glasses are not working out. The return options would be for either a 100% store credit to your Zenni account, or a 50% refund to your payment method. Unfortunately, both orders are outside of the return window. In this case we can make a one time exception for both orders to be returned for either the 100% store credit that can be used towards a future order, or a 50% refund to your payment method. We do provide a shipping label for both return options. If you can please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order numbers we would be glad to assist you there with a return. 

  Customer Answer

  Date: 03/06/2023

  Complaint: 19335747

  
  

  Zenni is not acknowledging or apologizing for the fact that they are the ones providing misleading information about the frame size and fit. The Universal Bridge Fit frames have a different nose pad shape and size than the regular fit frames and are also angled. It was clear that the frames that did not fit me, though labeled as Universal Bridge Fit at time of purchase, had the regular nose pads and angle. I would like indication from Zenni that they will address the information they provide so that people are not wasting their money and time.

  
  

  Zenni has a lot of online content about both their Universal Bridge Fit frames and that the business wants to streamline the eyeglass business to be more efficient for people. The experience I had was not true in either case. Fit is a major concern for online eyeglass purchases, so it undermines anyone's ability to make informed decisions if the business provides the wrong information.

  
  

  I did contact Zenni about the issue immediately after receiving the incorrect items, but I never received responses from Zenni or the options for returns. I reached out through the Better Business Bureau because of there being no response from Zenni. Zenni's current response pretends to care when my experience shows the opposite.

  
  

  I would like a full and immediate refund for the two frames and lenses. If the fit type was properly identified by Zenni, I would have been saved the money spent on unusable eyeglasses, as well as the anxiety of having to resolve these issues with this business. 

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 03/07/2023

  Thank you for your message. We understand the frustration of the frames not being a good fit and do apologize about that. We do recommend reviewing the frame sizing listed on the website in comparison to a frame that fits you well to ensure a good fit. Although the order is outside of the warranty period, we are more than happy to assist you with a return. The return options would be for either a 100% store credit to your Zenni account, or a 50% refund to your payment method. If you can please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order numbers we would be glad to assist you with the return. 

  Customer Answer

  Date: 03/08/2023

  Complaint: 19335747

  
  

  I am rejecting Zenni's response because it ignores the reason for my complaint and also because it is not a fair resolution.

  
  

  Zenni is providing the wrong information about the size and fit for some of its products. This results in wasted money and efforts for anyone trying to buy their products. These mistakes will create more revenue for Zenni if people have to keep buying different products not knowing what they are going to receive. It would be unconscionable if Zenni makes these mistakes on purpose, or knowingly allows the mistakes to continue, so that more sales can be made.

  
  

  If Zenni cared about their customers, Zenni should review their inventory and give me a full and immediate refund.

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 03/08/2023

  Thank you for your response. All frame sizing is listed right on the website underneath the frame. We have attached the sizing for each frame listed here. We do recommend reviewing the sizing of the frame and comparing it to a frame you have that fits well to ensure a good fit. The return policy as outlined on the website does state the return options would be a 100% store credit, 50% refund, or an inspection if you feel there is something off with the manufacturing of the glasses. We are happy to make an exception and honor a return for you for one of those options. 

  Customer Answer

  Date: 03/09/2023

  Complaint: 19335747

  
  

  I am rejecting Zenni's response. They are providing incorrect information about their Universal Bridge Fit frames. Frames indicated by Zenni as having their Universal Bridge Fit can have the wrong nose bridge and frame angle. There is no way that a person shopping on Zenni's website can know this in advance. No matter how I word this complaint, Zenni chooses to ignore this problem.

  
  

  If Zenni is not intending to deceive people, they should update their inventory information and provide me a full and immediate refund.

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 03/09/2023

  All frame sizing is listed right on the website, and we do recommend to compare that sizing with a frame that already fits to ensure ************. We have linked our measurement guide below that will show the steps on measuring a frame so those measurements can be compared with the measurements listed on the website to ensure a good fit for the frames. In addition, we are making the exception to issue a store credit for the return of the two pairs of glasses outside of the warranty period, and have sent all of the return information via email for you.

   

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

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19335747
  
  I am rejecting Zenni's response.
  
  As written and, as Zenni can verify themselves, I have purchased many Universal Bridge Fit frames using the same sizes as indicated on their website. However, two of the frames did not fit like the others.
  
  The frames that did not fit had different-sized parts at the nose bridges. Further, the ill-fitting frames that were categorized as Universal Bridge Fit had the same nose pads as frames not categorized as Universal Bridge Fit. The descriptions provided by Zenni will mislead people into buying frames that do not ***************** seeking a full and immediate refund because the sizing error was not my mistake. I am also asking Zenni to review their inventory information so that anyone can make better decisions. I have taken ample time to let Zenni know that their descriptions do not provide proper information. Zenni can verify this information for themselves and save anyone of this burden.
  
  Zenni could choose to resolve this issue in many ways. By choosing to argue against well-meaning people, Zenni has made me question whether this ************** about others at all.
  

   

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

• Initial Complaint

  Date:02/01/2023

  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 of prescription glasses from Zenni on January 6, 2023 totaling $82.24, when they were delivered I noticed I could not see out of them, I took both pairs to my eye doctor and had them measured. He stated the lenses were not the correct.
  I contacted Zenni on January 17, 2023 and after several days and multiple back and forth emails including sending them a copy of the RX from my Doctor they finally they finally said they would look at them requested I send them back on January 20, 2023.
  I returned both pairs and they say they are correct, but they are not, I have requested they remake they and they will not, I have requested they refund me and they will not. They want to offer store credit but after weeks of this back and forth I no longer have confidence they can make the glasses correctly.
  
  My RX is right **** and left ****  Here is the last email from Zenni saying they RX they put in the glasses is correct and they will not do anything to correct their mistake despite several requests asking them to fix it. I don't want them to fix it anymore, I want them to refund me.
  
  Zenni Customer Service
  6:11 PM (4 hours ago)
  to me
  
  Hi Robin,
  We are sorry for this matter. But we would like to tell you that our inspection shows that the Sph are correctly made to be *********** on both pairs of the glasses. We follow ANSI standards when inspecting prescription of returning glasses.
  
  So we apologize that we are unable to offer full refund as the glasses are correctly made to your entered prescription.
  
  Do you want the correct glasses back?
  
  Best regards,
  **** *. | Customer Service

  

  Business Response

  Date: 02/02/2023

  Hi Robin, thank you for reaching out to us. 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 inspection shows the lenses are made to the prescription entered of a ***** in the right eye and a ***** in the left eye. We do apologize about any confusion or miscommunication regarding the inspection results, and completely understand the frustration around that. We can make the one time exception to issue a full refund on this return for you. You should receive an email confirmation of that refund within the next 24-48 hours. Please be aware that depending on your financial institution you may not see the refund posted to any bank statements for up to ten business days. Thank you again for taking the time to reach out so we could look into this for you.

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  That is not what they told me. They blamed me for weeks saying first they were correct, then saying I entered it wrong, now they are telling you the same lie. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 02/03/2023

  We have refunded the order in full for you. The refund was issued yesterday for you, and you should have received an email confirming the refund. Thank you for reaching out. 

  Customer Answer

  Date: 02/09/2023

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

• Initial Complaint

  Date:01/27/2023

  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.

  I purchased a pair of prescription glasses from Zenni Optical on January 8, 2023. I used the company's virtual try-on feature before making my purchase. When I received my order, the glasses did not fit. The arms were too short (although long) and did not rest properly behind my ear. The company promotes on their website "100 percent satisfaction or your money back." When I contacted **************** for a Return Authorization, I only had two options. A) Return for a store credit or B) Return for 50% of the price I paid. This was not acceptable. Especially since the glasses did not fit as expected. Attached is the email I received from customer service regarding my inquiry. Please note, my initial message clearly indicated what was wrong with the glasses. I want a return authorization and FULL refund to the card I used to purchase the glasses.

  

  Business Response

  Date: 01/30/2023

  Thank you for reaching out to us in regards to your order. We are sorry to hear that the glasses did not fit as you had expected. The Virtual Try On does give an idea of how the glasses will look, but we do also recommend looking at the Frame Specifications and sizing listed for the frame to ensure a good fit. Our return policy as outlined on the website and in the terms and conditions when ordering does state that the return options offered are for a 100% store credit (minus shipping and promotional codes) to your Zenni account, or a 50% refund to your original payment method. If you believe the glasses are not as advertised, we do have the option that you can return them for a physical inspection as well if you prefer. We are happy to honor any of those return options and if you can please reach out to us via email at *********************************** by phone at **************, or via chat on our website we will be happy to set a return up for you. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18939809
  
  I am rejecting this response because:
  

  My order was placed based on the sizing guide and the virtual try-on feature as previously noted. I used the appropriate tools on the merchant's website to order my glasses. The tools do not work for everyone which is why they trying to keep my money.

  The only mistake I made in the ordering process was trusting Zenni Optical to provide eyeglasses that fit my face!  I want an RA number to return the glasses and a full refund. Anything less is unacceptable. 

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

  

  Business Response

  Date: 01/31/2023

  Hi **********, per the return policy on the website the glasses can be returned to us for either the 100% store credit or the 50% refund. Additionally, if you do think the glasses are a different size than what is listed on the website you can return them for a physical inspection instead. We are more than happy to send you the return authorization and return label for either the store credit, 50% refund, or inspection - whichever of the options you prefer. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18939809
  
  I am rejecting this response because:
  

  I feel like I am repeating myself.  I used the tools provided on the company's website designed to assist in selecting the proper frames. It did not work for me. I'm sure there are other customers who have had a similar experience with Zenni Optical. 

  I do not wish to spend any more of my time or hard-earned money with Zenni. For the final time, I want a Return Authorization and a refund. Apparently, it i better for me to go into a physical store so the arms can be properly measured and adjusted if needed. 

  Just give me a return authorization and return my money. I am fully prepared to above and beyond for what should be a simple resolution for a dissatisfied customer.  Finally, as we have never met or been formally introduced. The correct salutation should be

  ********************. Your flippant use of my first name is an added insult. Again, my request is simple. RA and refund. I have no desire to do any further business with Zenni Optical. 

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

  

  Business Response

  Date: 02/01/2023

  Thank you for your response ********************, we do apologize about that. I have reviewed the situation and we can make a one time exception to have the glasses returned to us for a full refund to your payment method. We will email you the return authorization and shipping label shortly. Once the glasses have been returned to us we will go head and issue the refund for you. Please be aware that depending on your financial institution, it may take up to ten days for the refund to show on any bank statements. Once the refund has been issued on our end we will send you an email confirmation. 

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I find that this resolution is satisfactory to me. I will be waiting for Zenni Optical to send the return authorization to be sent to the email address used when the order was placed. It is understood that a FULL refund will be issued to my original method of payment.
  
  Thank you,

  
  Ms. **********************************;

  Customer Answer

  Date: 02/08/2023

  I reject this business response because, I will be waiting for Zenni Optical to send the return authorization to be sent to the email address used when the order was placed. It is understood that a FULL refund will be issued to my original method of payment.
  

  

  Business Response

  Date: 02/08/2023

  Thank you for reaching out. We have sent the return authorization and shipping label to return the glasses to us for the full refund. Once the glasses arrive back to us we will be able to issue the refund for you. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18939809
  
  I am rejecting this response because: Zenni Optical has yet to provide the return authorization and shipping label so I can return the glasses for a full refund.  
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 02/09/2023

  We have sent the return authorization and shipping label to the email address associated with your Zenni account. Please make sure to check any SPAM folder to ensure the items did not go there. Thank you! 

• Initial Complaint

  Date:01/21/2023

  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.

  Hello, I sent my rx to zenni optical for a pair of glasses. My cylinder is high but a friend suggested I give them a try for a back up pair. I provided my rx and pd from the doctor. When I received them they made me nauseous and dizzy. I kindly asked C/S rep ******* for a retun label via chat. He dismissed my concern and said, I can send back at 100 credit for a new purchase or get 50% credit. I explained, I belive they can't be made in mass production and I would be returning them over and over leading to my frustration and keeping them. They must have customers thar have wear problem. I can't be an isolated concern. I have been wearing glass since I was 2 years old. I need the credit to get another pair. I would like to return them and get my money back. Thank you.

  

  Business Response

  Date: 01/23/2023

  Thank you for posting your Zenni review of what appears to be the first order you placed with us, order o5209537489, placed on January 1, 2023, for one pair of single-vision distance eyeglasses.
  
  We were sorry to learn that you felt ill while wearing the eyeglasses, and we apologize for any disappointment you experienced as a result.
  
  We want to confirm that, as we advised when you contacted us about these eyeglasses, we have two refund options we can provide upon the return of the glasses either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for the order.
  
  However, we also want to advise that if you confirm that you entered the prescription and pupillary distance (PD) correctly, we can invite you to return the glasses for an inspection.
  
  If our inspection finds any manufacturing errors on the glasses,we will offer to remake them for you for free.
  
  Moreover, insofar as this appears to be your first order with Zenni, if our inspection finds any manufacturing errors on the glasses, if you decline a free remake, we can make a one-time customer service exception to issue a full refund of what you spent on the order, $58.80, to the PayPal account you used to pay for it.
  
  Therefore, we invite you to telephone Zenni Customer Service,at **************, and when you provide the order number, o5209537489,to the customer service representative who answers, and advise that you would like to return the glasses to us for an inspection, we will email you the instructions to return the glasses for the inspection and we will also email you a prepaid mailing label to use for return postage.
  
  If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

  Alternatively, you may email us, at **********************************,and if you choose this communication method, please put your order number, o5209537489, in the subject line of the email,and in the body of the email please attach a copy of the prescription.

  If the PD is not on the prescription, please advise how it was obtained self-measurement, friend or family member measurement, or eye doctor ********************* you confirm that the prescription and PD were entered correctly, we will email you the return-for-inspection instructions and the prepaid mailing label to use for return postage.

  However, if it turns out that something was entered incorrectly on the order, we can offer you either the 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or the 50 percent refund to the PayPal account you used to pay for the order.

  We will email you the instructions to return the eyeglasses for the refund option you select, and we will also email you the prepaid mailing label to use for return postage.

  We hope to hear back from you about this matter, in the hope that we may resolve it with an inspection or one of our refund options.

  We also hope that you have a great 2023!

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18873720
  
  I am rejecting this response because: I advised the rep I had a high cylinder. I was given the routine answer. My ophthalmologist told me I may need a OC height due to my high cylinder. He feels they can't be made correctly and I should return. 
  They were not worn but for a few minutes and you should know some people have a complicated rx. I prefer to return for a full refund. 
  Sincerely,
  
  **************

  

  Business Response

  Date: 01/24/2023

  Thank you for posting your rejection of our response to your Better Business Bureau complaint. We are sorry that this continues to be a matter of concern.

  The frame you selected full-rim, rectangular, flexible-plastic, tortoiseshell frame ******, with a frame width of 137 millimeters also has a lens height of 34 mm.

  For a pair of single-vision eyeglasses, we put the optical center between 1-2 mm above the centerline of the frame.

  Therefore, if you were to consult with your eye doctor to ascertain where the optical center should be on a lens for you to use the glasses effectively, you may return these eyeglasses to us for a 100 percent refund of their price in the form of store credit, and then use the store credit toward the purchase of a new pair of eyeglasses in a frame that will have a lens height that will put the optical center where your eye doctor advises that you need it to be placed, so that you may use the eyeglasses successfully.

  We hope that you will contact your eye doctor to determine where you need the optical center and then telephone Zenni ***************** at **************, and when you provide the order number, o5209537489, to the customer service representative who answers, and advise that you would like to return the glasses to us for the 100 percent store credit refund, we will email you the instructions to return the glasses for this refund and we will also email you a prepaid mailing label to use for return postage.
  
  If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

  Alternatively, you may email us, at *********************************** and if you choose this communication method, please put your order number, o5209537489, in the subject line of the email, and in the body of the email please advise that you would like to return the glasses for a 100 percent store credit refund.

  We will email you the instructions to return the eyeglasses for this refund, and we will also email you the prepaid mailing label to use for return postage.

  We hope to hear back from you about this matter, in the hope that we may resolve it with a 100 percent store credit refund, so that you may use the store credit toward the purchase of a new pair of eyeglasses with a lens height that will put the optical center where your eye doctor advises you need it to use the eyeglasses successfully.

  We also hope that you have a great 2023!

  Customer Answer

  Date: 01/26/2023

   
  **mplaint: 18873720
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************

   You are playing games and never giving  to give a refund for a complicated rx. I went back to my doctor that stated the glasses are not a good fit. You will challenge a MD. I followed your directions and you are offering store credit. I paid for a doctor  isit ** pay and you will not listen. You are not offering the consumer a option. If you sold glasses you would know not everyone fits the same mold. 

  

  Business Response

  Date: 01/26/2023

  Thank you for your response. We understand that our team has sent you a return authorization and return label to send the glasses back to us for the 100% store credit. Once the glasses get back to us, we will be able to issue the store credit for you. The store credit does not expire and can be used towards a future order. If you have any questions on how to use the store credit on a future order, the video linked below will show you the steps to apply it! We appreciate you taking the time to get back to us. 

   

  *********************************************************************************;

  Customer Answer

  Date: 01/27/2023

  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:01/18/2023

  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.

  The process of ordering with Zenni was easy until I noticed the website had changed my address from *orth to South, making the delivery address a completely different place. I went back through the process of placing an order to see how that could have possibly happened (as I have autofill for my address and have *EVER put South before) and found out that the Zenni address system automatically overwrites my address with the * symbol and changes it to S. I contacted **** but they were unable to retrieve the package and Zenni is completely unwilling to help. They are stating that I need to place a new order despite that fact that I physically CA*'T put my own address in their system. It automatically changes to South.

  

  Business Response

  Date: 01/19/2023

  Thank you for posting your Zenni review of the delivery of the first order you placed with us, order o5199466773, placed on January 4,2023, for one pair of single-vision eyeglasses with our Blokz blue-light-blocking feature.
  
  We were sorry to read that an incorrect address was entered for the order, and we apologize for any dismay you experienced as a result.
  
  We were also sorry to read that the U.S. ************** was unhelpful in this matter, and we apologize for this, as well.
  
  We want to confirm that, insofar as this was the first order you placed with us, we will make a customer service exception on your behalf to remake the eyeglasses order for you and send it to your correct address.
  
  However, if you would prefer a full refund of what you spent on this order, $41.85, to the credit card you used to pay for it, we will be happy to issue this refund in lieu of a free remake.
  
  Therefore, we invite you to telephone Zenni Customer Service,at **************, and please provide the order number, o5199466773, to the customer service representative who answers, and please advise whether you would like a free remake of your order delivered to your correct address or a full refund of what you spent on the order.
  
  If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking on the button labeled Support, at the lower righthand corner of any page of the Zenni website.
  
  You may also email us, at *********************************** and if you choose this communication method, please put your order number, o5199466773,in the subject line of the email and in the body of the email please advise whether you would prefer a free remake sent to your correct address or a full refund, $41.85, to the credit card you used to pay for the order.
  
  We are eager to hear back from you about this matter, in the hope that we may resolve it to your satisfaction.
  
  We also hope that you have a great 2023!