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:01/13/2023

  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 agree with all of the many other people who have posted BBB complaints about Zenni optical and their customer service. I ordered a pair of rimless glasses with progressive lenses from Zenni Optical, but when they came the nosepiece was twice the length of the nosepiece on my current glasses, resulting in the lenses being elevated up to the point where the bottom of the lens was at the level of my eye. The only way I could see through them was to tuck my chin down on my chest. I sent them back with the attached photograph of them next to my current glasses and asked them to put a smaller nosepiece on. I ended up getting a call back from customer surface saying the glasses were inspected and found to be fine, and that they can't put a smaller nosepiece on, but they could offer me 100% store credit or only 50% refund. I'm afraid if I did the store credit and ordered another pair the same issue would happen, since they don't seem to be able to find any smaller nosepieces. I asked for 100% refund since they can't seem to fix he problem and I have a pair of glasses I can't see out of, but my request was denied. I asked to speak to the customer service supervisor and was told that someone would call me back in an hour. No one called. Please do yourself a favor and never order anything from these people. Their customer service is awful. They just want to take your money and hope you go away. I will spend the extra money to buy glasses from my local optometry shop in the future and save myself this frustration.

  

  Business Response

  Date: 01/17/2023

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the first order you placed with us, order o5201221631,placed on December 18, 2022, for one pair of premium progressive eyeglasses with our Blokz blue-light-blocking feature.
  
  We were sorry to read that the nose pads that come with the frame you selected rimless, titanium, gray frame ******, with lens shape 223 (lens width 53 millimeters, lens height 33 mm), which creates a frame width of 140 mm were larger than you prefer, and we apologize for any disappointment you experienced as a result.
  
  As we advised when you returned the eyeglasses for an inspection, which found no errors on the glasses, we can offer you 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 credit card you used to pay for the order.
  
  In addition, since we advised that we do not have any smaller nose pads we can use to replace the ones that came with the frame, we could return the glasses to you in lieu of issuing one of our two refund options, and you may take the glasses to a local optical retailer who may have smaller nose pads you can purchase to replace the ones that came with frame ******.
  
  We hope to hear back from you with your choice of one of our two refund options or the return of the eyeglasses, so that we may either issue the refund option you select or return the glasses to you, which we hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18810394
  
  I am rejecting this response because you provided me with glasses I can't wear and refuse to give me a full refund.  

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

  

  Business Response

  Date: 01/17/2023

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.
  
  As we advised when you returned the eyeglasses for an inspection, which found no errors on the glasses, we can offer you 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 credit card you used to pay for the order.
  
  In addition, since we advised that we do not have any smaller nose pads we can use to replace the ones that came with the frame, we could return the glasses to you in lieu of issuing one of our two refund options, and you may take the glasses to a local optical retailer who may have smaller nose pads you can purchase to replace the ones that came with frame 138211.
  
  We hope to hear back from you with your choice of one of our two refund options or the return of the eyeglasses, so that we may either issue the refund option you select or return the glasses to you, which we hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18810394
  
  I am rejecting this response because:

   

  If these glasses are fine, as you say, then why can't I see out of them without tucking my chin on my chest?

  
  
  Sincerely,javascript:void(0)
  
  ***************************

  

  Business Response

  Date: 01/18/2023

  Once again, we are sorry that you are unhappy with the nose pads that came with the frame you selected, and that we do not have other nose pads to replace these nose pads, and we apologize for any disappointment you experienced as a result.
  
  We hope to hear back from you with your choice of one of our two previously outlined refund options, so that we may either issue the refund option you select or return the glasses to you, which we hope will resolve this matter to your satisfaction.

• Initial Complaint

  Date:01/09/2023

  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 a pair of glasses for the second time took a pic of my rx and paid got my glasses the rx was wrong I dont have a printer and Im disabled housebound and informed them its been 3 weeks still no return postage and they are not honoring the price now corrected rx will cost 35% more Im not happy I want a refund as it was their fault about the rx not mine

  

  Business Response

  Date: 01/10/2023

  Thank you for posting your Zenni complaint on the Better Business Bureau website about your most recent order with us, order o3770402841,placed on December 2, 2022, for one pair of standard progressive eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokzblue-light-blocking feature.
  
  We were sorry to learn that the prescription was entered incorrectly, with ***** on the right eye (**) Sphere, whereas you confirmed in an online Chat with us on December 15, 2022, that the ** Sphere value should have been -2.50.
  
  Consequently, we apologize for any confusion or misunderstanding you experienced when you were placing the order.
  
  You agreed to accept a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account upon the return of the glasses.
  
  However, you advised that, since you do not have a printer,you requested that rather than emailing you a prepaid mailing label to print out and to use for return postage, we mail you the prepaid mailing label instead.
  
  On January 9, 2023, we advised that we will mail you the prepaid mailing label that you may use for return postage.
  
  When we receive the returned eyeglasses, we will issue the 100 percent store credit refund, $81.68, to your Zenni account, which we hope will resolve this matter to your satisfaction.
  
  We also hope that you have a great 2023!

• Initial Complaint

  Date:01/03/2023

  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.

  The customer service rep ******* for ********************** refused to help me and would not allow me to talk to a supervisor! What happens is that my eye doctor literally gave me an incorrect prescription and so I ordered my glasses from Zenni like I have for over 6 years! But I kept getting headaches and eye strain from the new glasses and never got used to the new lenses.So I called the eye doctor and made an appointment to do a recheck but they couldn't see me for 3 weeks. Once I got in a new Doctor saw me and gave me a new eye exam and turns out the first doctor got it wrong!So I contacted Zenni so that I could return my new glasses for a revised prescription and ******* (the person I spoke with) said that because it is barely over their 30 day warranty there was nothing they could do for me!Are you kidding me? This person ******* literally refused to help me, and did not even allow me to speak to a supervisor they just shut me down!I might could understand if the mistake was mine, but it was not! My eye doctor literally gave me an incorrect prescription which I can prove by the way.But Zenni says, "screw you"?I have been a loyal customer for over 6 years and have sent many people to them and they literally flat out refuse to help me?Well s**** that, now I will never use them again because there are so many options these days and I will be telling my half million follower base how horrible their customer service is.******* chose the wrong customer to brush off.

  

  Business Response

  Date: 01/04/2023

  Thank you for posting your Zenni complaint of one of the two most recent orders you placed with us, either order o3085015535, placed on November 1, 2022, for one pair of single-vision distance eyeglasses, or order o5179093785,placed on November 5, 2022, for one pair of single-vision distance eyeglasses and one pair of single-vision dark gray sunglasses with a sky-blue mirror finish.
  
  You used the same prescription for the eyeglasses on both orders, but for the eyeglasses from order o3085015535 you entered a dual pupillary distance (PD) of (right eye, OD) 34 millimeters and (left eye, OS)31.5 mm, totaling **** mm.
  
  For the two pairs of glasses on order o5179093785, you entered a single PD, 67 mm, which is the same PD you entered for all your orders prior to order o3085015535.
  
  Since the prescription was entered the same way on the two orders, we believe that the PD may be the issue.
  
  However, we see no notes in the database record of order o3085015535 indicating you had any vision issues with these eyeglasses.
  
  Moreover, even though our customer service representative advised that order o5179093785, which ***** advises was delivered on November 16, 2022, was beyond its 30-day warranty period when you contacted us on January 3, 2023, insofar as you are a longtime, valued customer, we will be happy to make a one-time customer service exception to extend the warranty period on your behalf to invite you to return the eyeglasses to us for an inspection, if you confirm with a copy of the prescription and confirmation of how the PD was obtained self-***********, friend or family member ***********, or eye doctor *********** that you entered the prescription and PD correctly.
  
  We will email you instructions to return the glasses to us for an inspection, and we will also email you a prepaid mailing label to use for return postage.
  
  If our inspection finds any manufacturing errors on the glasses, we can offer to remake them for you for free.
  
  But if our inspection finds no manufacturing errors on the glasses, or if it turns out that something was entered incorrectly on the order,we can return the glasses to you or issue one of our two refund options 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 credit card you used to pay for the order.
  
  Therefore, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you when you provide the order number, o5179093785.

  Please have a copy of the prescription handy when you call,because the customer service representative will ask you to email the prescription to them, to confirm that it was entered correctly.

  If the pupillary distance (PD) you entered, 67 mm, is not on the prescription, please be prepared to advise how the PD was obtained self-***********, friend or family member ***********, or eye doctor ***********.

  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, o5179093785, 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-***********, friend or family member ***********, or eye doctor ***********.

  If 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 credit card you used to pay for the order.

  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 two refund options.

  We also hope that you have a great 2023!

• Initial Complaint

  Date:01/03/2023

  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.

  What a horrible experience at this company and I am upset at how they are handling the solution. Someone at your warehouse had the smart idea to pack a large framed pair of glasses in a tiny plastic case which caused them to stop the case from opening,which means what?? I CANT WEAR THEM! I literally broke my natural nail trying to pry the thing open! I immediately went to customer service and stated that I wanted my refund because I cant open the case and if I do they glasses are definitely breaking. They told me ok, we will give you 50 percent back but send them back first! What??? No! Give me money now. On top of me having a product that is unusable, I also hurt myself for a stupid cause. This is seriously the LEAST expected problem to ever encounter when ordering glasses. It so unavoidable. On top of that you all didnt even send the glasses in a protective package, they were just thrown into a plastic bag with no bubble wrap or anything, just senseless. Please give me my money back. I will not accept 50% nor will i be forced into a store credit. I am never ordering from here again!!

  

  Business Response

  Date: 01/04/2023

  Thank you for posting your Zenni complaint of what appears to be the first order you placed with us, order o5204135926, placed on December 21, 2022, for one pair of single-vision distance eyeglasses.
  
  We were sorry to read that you were unable to open the case to retrieve the eyeglasses, and we apologize for any dismay you experienced as a result.
  
  On January 3, 2023, we advised that we will be happy to issue a full refund of what you spent on this order, $36.80, to the credit card you used to pay for it.
  
  However, we must receive the eyeglasses back to issue this refund.
  
  We emailed you a prepaid mailing label to use for return postage, and we hope to receive the returned eyeglasses, so that we may issue the full refund.
  
  We apologize again for the dismay you experienced regarding this matter, and we hope you have a great 2023!

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18676282
  
  I am rejecting this response because: they sent me a damaged order but refuse to refund me my money. They expect me to wait 20 plus days to receive my money back due to their error. I will take it up with my bank instead.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 01/05/2023

  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.
  
  As we advised in our initial response, on January 3, 2023, we advised that we will be happy to issue a full refund of what you spent on this order, $36.80, to the credit card you used to pay for it.
  
  However, we must receive the eyeglasses back to issue this refund.
  
  We emailed you a prepaid mailing label to use for return postage, and we hope to receive the returned eyeglasses, so that we may issue the full refund.
  
  We apologize again for the dismay you experienced regarding this matter.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18676282
  
  I am rejecting this response because:
  Once again,I already went to my bank. Goodbye
  Sincerely,
  
  ***************

  

  Business Response

  Date: 01/06/2023

  Thank you for posting your most recent rejection of our response to your Better Business Bureau complaint.
  
  As we advised in our initial response, on January 3, 2023, and in our response to your rejection of our initial response, we advised that we will be happy to issue a full refund of what you spent on this order, $36.80,to the credit card you used to pay for it.
  
  However, we must receive the eyeglasses back to issue this refund.
  
  We emailed you a prepaid mailing label to use for return postage, and we hope to receive the returned eyeglasses, so that we may issue the full refund.
  
  We look forward to receiving these returned eyeglasses so that we may issue this full credit card refund, which we hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18676282
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/02/2023

  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.

  Purchased glasses on 9/19/22. Received them on 9/28/22. They were missing the tint that was paid for. Contacted Zenni on 10/15/22 to report defect and for return. After I submitted picture, they said they would email return instructions. I never received these instructions or return label. On 11/25/22, I contacted Zenni again to follow up on return instructions. They said I was out of 30 day period now but would make an exception for store credit. After I submitted picture, they said they would email return instructions. I never received these instructions or return label. On 1/2/23, I contacted Zenni again to follow up on return instructions. The representative said it was past 30 days and he could not process the return.

  

  Business Response

  Date: 01/03/2023

  Thank you for posting your Zenni complaint of your order o5072501201,placed on September 19, 2022, for one pair of nonprescription eyeglasses with a 10 percent gray tint.
  
  We were sorry to read that you were disappointed in the lightness of this tint, and we apologize for any confusion or misunderstanding you experienced when you placed this order.
  
  We were also sorry to read that you did not receive the emailed instructions to return the eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, nor did you receive the prepaid mailing label we emailed you to use for return postage,both of which we emailed you on November 25, 2022.
  
  If you still have not received these items, please telephone Zenni ***************** at **************, and please ask the customer service representative who answers to email you these items again, for your order o5072501201.
  
  Even though you initially contacted us about this matter after the end of the orders 30-day warranty period, we will be happy to make a one-time customer service exception to extend the warranty period on your behalf, to enable you to return these eyeglasses to us for the 100 percent store credit refund.
  
  In addition, we see that on December 10, 2022, you placed a new order, o5190119179, for a pair of nonprescription sunglasses with an 80 percent dark green tint, and we see that you contacted us on January 2,2022, to obtain a return label for these sunglasses, although we do not see any notes in the database record indicating why you want to return these eyeglasses.
  
  It would be good if, when you contact us about sending return instructions and a prepaid mailing label to use to return the eyeglasses from order o5072501201, you also advise of the reason you want to return the glasses from order o5190119179, so that we may assist you with the issue that you are having with these nonprescription sunglasses.
  
  We look forward to hearing back from you about these matters,in the hope that we may resolve them to your satisfaction.

  
  We also hope that you have a great 2023!

  Customer Answer

  Date: 01/07/2023

  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. 

   

  *I do need a return label and instructions sent to me for the order  o5072501201, placed on September 19, 2022. I never received one. 

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

• Initial Complaint

  Date:12/31/2022

  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.

  The wrong tracking number and address is showing on my account. I placed the order for my glasses on December 18th and tracking says glasses were delivered on December 15th. This is a huge privacy issue since I can see someones else address and guessing someone else can see mine. Attached pictures show I placed the order on the 18th and tracking shows it was delivered on the 18th.

  

  Business Response

  Date: 01/03/2023

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the first order it appears you have placed with us, order o5201380434, placed on December 18, 2022, for one pair of premium progressive eyeglasses.
  
  We were sorry to learn that an incorrect tracking number was posted to your order, indicating that the eyeglasses were delivered before they were ordered, and to a location that is not where you live.
  
  Consequently, we apologize for any dissatisfaction you experienced as a result.
  
  We are asking our Shipping team to research this matter and determine the correct tracking number for your order, and to email it to you,so that you may keep tabs on the shipment at the U.S. ************** website,usps.com.
  
  We hope that this will resolve this matter to your satisfaction, and we thank you again for posting your Zenni complaint.

  
  In addition, we hope that you have a great 2023!

• Initial Complaint

  Date:12/29/2022

  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.

  Continuation of Complaint ID #******** The end of October I ordered two glasses with two magnetic clips and some nose pads. One of the magnetic clips did not fit correctly. They were warped message.Zenni they told me to fix it myself I tried fixing it myself, and told them that I am not able to fix them perfectly. They told me that is how they are supposed to be. I told them that the ******* clips from my other pair of glasses fits perfectly fine on the glasses that theyre not meant for they told me theres nothing they can do. I reported them to BBB the next day they said they will send me out a return form, I sent the classes back to them and they got a message from BBB asking if the issue was satisfactory till what they wanted to resolve. They said that they would send me a shipping number of my new glasses and accessory so I accept it that was almost a month ago. I still have not received my glasses or a tracking number I messaged them they said that they havent even created it yet. I asked them for compensation they said they could give me 10% , 10% as what always is on the website and I am not able to compound those discounts so I told them that is not acceptable. They said thats all they can do. I am very upset especially because my original problem is not resolved yet.

  

  Business Response

  Date: 01/03/2023

  Thank you for posting your continuation of your Zenni complaint on the Better Business Bureau website.

  
  We were sorry to learn that these matters continue to be a cause of concern, and we apologize for any dismay you experienced as a result.

  
  The U.S. ************** advises that the replacement pair of your mid-range workspace progressive eyeglasses was delivered to you today, and we hope that you are satisfied with these eyeglasses.

  
  Moreover, since you requested a promo code worth 33 percent, we want to confirm that we are emailing you a promo code from the database record of your most recent order that is worth $50.00 off the price of the order, and since your most recent order was approximately $150.00, we hope that this promo code will resolve this matter to your satisfaction.

  
  We thank you again for posting your Zenni complaint, and we hope that you have a great 2023!

  Customer Answer

  Date: 01/04/2023

  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. Although almost a decade long customer of **********************; I most likely not remain a customer.

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

• Initial Complaint

  Date:12/22/2022

  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.

  Re: Order #o5196215577 I placed an order on 12/06/2022 for a pair of glasses. When I received the glasses they were a child's size. On 12/15/2022 I called and spoke to a representative. I asked for a refund but she heavily suggested that I receive store credit to get my full amount back on my account to order a new pair. I told her that I wasn't going to be responsible for the shipping since it was not my fault. She reassured me that I would not be charged for shipping and she was sending me a label via email. She said on the call more than once that I would receive a full credit for the amount that I paid. They ended up charging me for shipping anyway and I spoke to three different reps today and they are started pushing the blame towards me; bringing up their policies and saying that I ordered the incorrect ones. Then the last rep said if I wanted a refund I would have had to request it on the 15th. I did do that but I wasn't aware that I was going to be scammed. Now they will not give me my money back they are forcing me to still shop on their site. None of this was my fault. I've been shopping with them since 2014 and they have mad mistakes before and I did not even ask for my money back. I got stuck with the glasses that I could not use. Now they have their product back but they will not give me my money back All of their reps are trained to say the same thing and some of them lied to me as well. The male that I spoke to said that he listened to me and the previous reps 30 minute call within 5 minutes and she told me all of the policies which did not happen. On the phone the representative told me that I would not be responsible for shipping and then I received an email saying I would get a credit "excluding the shipping". That is not what she told me prior to hanging up.

  

  Business Response

  Date: 01/03/2023

  Thank you for posting your Zenni review of the most recent order you placed with us, order o5196215577, placed on December 6, 2022,for one pair of premium progressive eyeglasses in full-rim, rectangular,acetate, spring-hinged, tortoiseshell frame *******, with *********** arms and a frame width of 127 millimeters.
  
  You are a longtime, valued customer, and we were sorry to read that you selected a frame that is too small to fit you well.
  
  Consequently, we apologize for any confusion or misunderstanding you experienced when you placed this order, and for any disappointment you experienced when you received the eyeglasses.
  
  We are also sorry to confirm that a full refund is unavailable when a customer selects that does not fit; we offer either a 50 percent refund of the price of the glasses to the source of payment, in this case a PayPal account, or a 100 percent refund of the price of the glasses in the form of store credit to the customers Zenni account.

  A refund of the shipping fee is unavailable in a situation such as this, and we apologize again for any disappointment you experienced due to our return policy.
  
  Nevertheless, you returned these eyeglasses to us for the 100 percent store credit refund, which we issued on December 18, 2022.
  
  Since the frame you selected did not fit you well, if you intend to use the store credit toward the purchase of your next pair of eyeglasses in a frame that will fit you well, we want to recommend the information we provide in an infographic found toward the middle of the bottom of every page of our website, How to Measure Your Frame Size: *************************************************************************.

  
  This infographic explains how to measure the dimensions of each element of a pair of eyeglasses you have now that fits you well and looks good on your face, so that you may shop for a frame on our website with similar dimensions, which can be seen under the enlarged picture of the frame on our website, under Details, or on the enlarged picture of a frame on our website, if you click on the little ruler icon toward the lower left side of the enlarged picture.

  
  It does not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. We also have information in our *********** that is very useful for determining the frame size you need for a frame to fit you well: ***************************************************************************************************.

  
  In addition, here is a link to another infographic found toward the middle of the bottom of every page of our website, Best Eyeglasses For Your Face Shape: **************************************************************************.

  We hope that this information is helpful, and we thank you again for posting your Zenni complaint.

  
  We also hope that you have a great 2023!

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18629453
  
  I am rejecting this response because: I spoke to a representative on the phone who reassured me that I would not be responsible for the shipping at all. I did not call to get a credit to my account originally. I called to get a refund for glasses that I did not select any small frame on. I have been ordering glasses from this company for years and have not had an option to select sizes on the glasses that I ordered. I didn't even know that the option existed. The representative told me it was because my glasses only came in one size in the past. The representative talked me out of getting a refund and did not inform me about any 50% refund if I wanted my money back. There is a recorded call from that day that needs to be uploaded for the BBB to listen to. The representative kept telling me that I would get a full refund if I just allow them to do a credit to my account instead. If full refund means something else to this company then they need to clear it up during the call; not try to send us to the website to read something that they could have edited. I returned the glasses and was going to purchase the original ones that I ordered before the mistake was made on their end but they lied to me and charged me for shipping anyway. The reason that I told them I would not pay for shipping is because a few years ago I did nothing when they messed up my prescription and I was stuck with glasses that did not work for me. I did not want to keep allowing them to get money from me and I'm left with a product that doesn't not work. The second representative that I spoke to lied and said that he listened to the call between the previous rep and myself and he heard her say all of this stuff that she did not say to me. He made that up so I question the integrity of this company. The call between me and that first representative was almost 30 minutes and he came back in 5 minutes claiming to have listened to it. I just want my money back. I cannot see very well and I need glasses. This is holding me up from getting new glasses.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/05/2023

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.

  We are sorry that this matter continues to be a cause of concern, and we apologize for any dissatisfaction you experienced as a result.

  Regarding the return shipping, on December 15, 2022, we emailed you a prepaid mailing label to use for return postage. We did not require you to pay for the shipping cost to return the eyeglasses to us.

  When a customer wants to return a pair of eyeglasses because the frame did not fit them well, we do not offer a full refund.

  We offer either a 100 percent refund of the price of the glasses in the form of store credit to the customers Zenni account or a 50 percent refund to the source of payment, in this case a PayPal account.

  The size of the dimensions of all frames are available on our website, as we indicated in our previous response,in which we provided information from our website about selecting a frame that will fit you well.

  On December 18, 2022, we issued a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account.

  If you would like us to remove this 100 percent store credit refund and instead issue a 50 percent refund to the PayPal account you used to pay for the order, please telephone Zenni ***************** at **************, and when you provide the order number, o5196215577, and advise that you would like us to remove the 100 percent store credit refund and instead issue a 50 percent refund to your PayPal account, we will remove the 100 percent store credit refund and instead issue a 50 percent refund to your PayPal account.

  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 side of every page of the Zenni website.

  You may also email us, at **********************************,and if you choose this communication method, please put your order number, o5196215577,in the subject line of the email and in the body of the email please advise that you would like us to remove the 100 percent store credit refund and instead issue a 50 percent refund to your PayPal account.

  We will remove the 100 percent store credit refund and instead issue a 50 percent refund to your PayPal account, and email you, at *************************,confirmation of the 50 percent PayPal refund with a transaction number.

  We hope that this will resolve this matter to your satisfaction.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18629453
  
  I am rejecting this response because: You still have not submitted the recorded phone call of your representative misleading me into taking a store credit in the first place. You did in fact charge me for shipping. That's what this entire dispute is about. You sent me a return label and then took the shipping out of my so called full refund or credit. Had you not done that then I'd be able to purchase a new pair of glasses again without having to pay for shipping again when I never selected a size for those glasses in the first place. There was no option for that. If you just submit the original phone call when I called for my refund then it would be evident that I was mislead. The second representative that I spoke to told me that they cannot stop the third party shipping company that you guys use for shipping from charging a fee so the cost goes over to me. You then took that from my refund.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/06/2023

  Thank you for posting your latest rejection of our response to your Better Business Bureau complaint.

  
  We want to confirm that we do not provide recordings of phone calls to customers.

  
  In addition, when we offer 100 percent store credit refunds these include the price of the glasses, not the shipping fee.

  
  We will refund a shipping fee if the glasses were delivered past the delivery-time promise for the shipping method selected.

  
  We hope that this clarifies our policies to your understanding.

  Customer Answer

  Date: 01/08/2023

   
  Complaint: 18629453
  
  I am rejecting this response because: Well you are only withholding the recorded call because you realize that your representative mislead me. I didn't ask you to send me the recording. I told you to allow the mediator/bbb listen to the call. You are supposed to submit your evidence to them. Your representative never explained it the way that you are explaining it.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/19/2022

  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.

  Order number o5177269344.Zenni and I agreed that I should return the item (due to ita faulty build of the glasses) and it would get investigated. I would either get a full refund, get a replacement, or a half refund. I mailed the item back and it was received by Zenni on Nov 21. Today is Dec 19. You guys are now playing games and not responding to my emails, and not sticking to what we agreed on per our last discussion on here. We are almost a month out now that you've had my product and you aren't keeping your end of the deal. REFUND ME MY MONEY NOW AND I DONT EVER WANT TO DEAL WITH YOU AGAIN. YOU ARE FRAUD, AND ********. Make SURE this gets communicated with whoever is it Zenni because you didn't do that last time. COMMUNICATE WITH THAT TEAM THERE AND UPDATE THEM PER OUR CONVERSATIONS WE HAVE HERE.

  

  Business Response

  Date: 12/20/2022

  Thank you for posting your latest Better Business Bureau complaint about your eyeglasses order o5177269344.

  We are very sorry for the experience you had regarding this order,and we profusely apologize for any dissatisfaction you experienced as a result.

  We want to confirm that on December 19, 2022, we issued a full refund of what you spent on this order to the credit card you used to pay for it.

  We hope that this refund resolves this matter to your satisfaction, and we also hope that you have a very happy holiday season.

  Customer Answer

  Date: 12/20/2022

  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,
  
  Inna Guminskiy

• Initial Complaint

  Date:12/18/2022

  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.

  Lost my glasses so I went to my optometrist and it was time for my annual appointment and I did not buy glasses from them because I had planned to buy from Zenni that needed them ASAP. I ordered two pairs from Zenni and paid for the rapid frames which were guaranteed from the time I ordered to my doorstep 2 to 3 business days. I ordered them on December 9 and it is now December 18 and they have not even processed or shipped the order and I paid for that service to get them quickly and I called and they have no idea. They lied to get me to order and pay extra to get it quickly, but they did not deliver an order of no help when I

  

  Business Response

  Date: 12/20/2022

  Thank you for posting your Zenni review of your order o5198299734,placed on December 9, 2022, for two pairs of single-vision distance eyeglasses,with the Fast Frame shipping option, which comes with a two-to-three-business-day delivery-time promise.
  
  We are sorry to advise that we do not see that we have started processing this order, and we profusely apologize for any dissatisfaction you experienced as a result.
  
  We will ask our lab to rush manufacturing of this order and to send it to you via the Fast Frame delivery option.
  
  However, if you would prefer to cancel the order for a full refund, please telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you.
  
  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.

  
  You may also email us, at *********************************** and if you choose this communication method, please put your order number, o5198299734, in the subject line of the email and please advise whether you want us to cancel the order and receive a full refund or process the order with Fast Frame rushed delivery.

  
  We look forward to hearing back from you about this matter, in the hope that we may resolve it to your satisfaction with a rushed delivery of this order.