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:12/17/2022

  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.

  This is listed on their website under faq, do you accept insurance. "We do not accept insurance. However, some insurance companies will accept an invoice copy for reimbursement." It would have been helpful if the website had included the fact that they don't have a national provider identifier number. ****************** and some private insurance companies will not reimburse the cost of the service or product if a company doesn't have this number. I purchased glasses for $140 from this company and never thought about checking to see if they had this number. I am on ******** and unable to receive a reimbursement from them.

  

  Business Response

  Date: 12/19/2022

  Thank you for posting your Zenni complaint regarding the two orders you placed with us, order o5005691660, placed on August 24, 2022,and order o5110835357, placed on October 5, 2022.
  
  You advise that you were disappointed to learn that, although we advise on our website that we do not accept insurance, we do not indicate explicitly that we do not have a national provider on our website.
  
  We are sorry that we do not have an National Provider Identifier number, and we apologize for any dismay you experienced as a result.
  
  Since we are a medical device manufacturer, not a health care provider, we do not have an NPI (National Provider Identifier) number.
  
  However, we do have a Medical device manufacturing license number: *****.
  
  We hope that this information is useful.
  
  We also hope that you have a very happy holiday season!

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18604134
  
  I am rejecting this response because:
  It does not address the fact that many insurance companies do not work with companies that don't have NPIN. I understand they are not required to have one. It would have been helpful to know in advance that this number is not required for the company. It would have prompted me ro do more research before placing an order. I had placed the order thinking I would be reimbursed by my insurance. I had never heard of NPIN prior to submitting this claim.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/10/2022

  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 two pairs of sunglasses. One of which I already owned previously, but I needed new prescription lenses. The completely botched them, the lenses look awful, and the only thing they said was a lab technician looked at pictures and said they were fine. Theyre not even close to fine. I got them with a discount code that isnt valid anymore, so even WITH store credit, I couldnt replace them with zero out of pocket cost- when it should be zero out of pocket cost for a manufacturer error. They steal from people, lie about products, make horrible products and refuse to fix them. I am disgusted with this company and the way they provide a pathetic excuse for customer service. They could have just replaced the items and moved on, instead they lie and gaslight and steal to make a buck. What they do is illegal in every way.I need the items fixed completely with zero out of pocket cost and immediate shipping, as Ive already waited weeks for the poor quality product I received. Disgusting.

  

  Business Response

  Date: 12/12/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website.
  
  We were very sorry to read your description of the issues you experienced regarding your most recent order with us, o4113219190,placed on November 28, 2022, for two pairs of sunglasses.
  
  Consequently, we apologize for any dissatisfaction you experienced as a result.
  
  We are doing what you requested, which is that we issued a free, rushed remake of these two pairs of sunglasses, in order o5198802171,and we will mail them to you via Express mail.
  
  We apologize again for the dismay you experienced due to this matter, and we hope that the free, rushed remake of the sunglasses will resolve this matter to your satisfaction.
  
  We will email you the ***** tracking number when we have mailed the sunglasses, and we hope that you will be satisfied with them.
  
  We also hope that you have a very happy holiday season!

• Initial Complaint

  Date:12/07/2022

  Type:Delivery 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.

  Date of transaction 11/5/2022 Cost $134.46 Order #o5177948770 Payment method Pay Pal The order hasnt arrived yet and they told me it got lost in the mail.I would like a refund

  

  Business Response

  Date: 12/08/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the non-delivery of your order o5177948770,placed on November 5, 2022, for one pair of single-vision gray polarized TransitionsXTRActive photochromic (light-sensitive, auto-tinting) lenses.
  
  We were sorry to learn that the order appears to have been lost in transit, since there is no updated information about its delivery on the U.S. ************** website after November 15, 2022.
  
  Consequently, we apologize for any dissatisfaction you experienced as a result.
  
  Insofar as you contacted us on November 29, 2022, to advise that you still had not received this order, we issued a free remake of the glasses, in order o5193281274, on November 30, 2022.
  
  The post office advises that they received the eyeglasses shipment yesterday, December 7, 2022, and that it is in transit to you.
  
  Here is the tracking number, **********************, which you may enter in the tracking window at the U.S. ************** website, https://www.usps.com/.
  
  We hope that you receive this remade eyeglasses order soon,and we also hope that when you do, you will be happy with the glasses.
  
  We also hope that you have a very happy holiday season!

  Customer Answer

  Date: 12/08/2022

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

• Initial Complaint

  Date:12/05/2022

  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.

  discrepancy in the lens prescription Reward program that is a scam sends you coupon and then the next day puts public deal that is better than coupon and will not give you the difference Send you two products with accessories that work purposely created for your product one has a huge discrepancy as they dont fit correctly and one fits perfectly. The one that doesnt fit is your problem and you have to bend it or shape it to make it fit correctly Countless emails, photos and videos just so that you can send back the product instead of them sending you a replacement piece that is less than five dollars

  

  Business Response

  Date: 12/16/2022

  We were sorry to read that no response to this complaint was received, since we sent it to you on December 6, 2022.

   

  Here is the text of our response:

  BBB my response
  
  12/06/2022
  
  Thank you for posting your Zenni review of the most recent order you placed with us,order o5184492095, placed on November 15, 2022, for two pairs of mid-range workspace progressive eyeglasses with magnetic snap-on sunshades.

  
  We were sorry to read that you had an issue with the snap-on magnetic sunshades that came with full-rim, round, acetate, spring-hinged, purple tortoiseshell frame ******, with a frame width of 142 millimeters.
  Consequently, we apologize for any dissatisfaction you experienced as a result.

  
  It was good to see that on December 5, 2022, we emailed you instructions to return the eyeglasses and magnetic snap-on sunshades for repair, and that we also emailed you a prepaid mailing label to use for return postage.

  
  We are eager to receive and repair the returned eyeglasses and sunshades, which we hope will resolve this matter to your satisfaction.

  
  We also hope that you have a very happy holiday season!

  December 16, 2022, update: We see that the eyeglasses have been returned to us for an inspection and possible repair. When we have inspected the eyeglasses and the magnetic snap-on sunshades, we will email you the inspection results, which we hope will lead to a successful resolution of this matter, with a repair or a remake.

   

   

• Initial Complaint

  Date:12/03/2022

  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.

  I ordered a pair of glasses from Zenni Optical on October 3rd, 2022. The order number was o5105895162.I received the glasses on October 15th. When I tried them on, the glasses were completely unusable. The reason for this, I believe, is that I have high miopia (***** and ***** power), and the Zenni Optical website did not correctly explain that higher index lenses must be used at these levels. While they did provide an unclear recommended index, they failed to make it clear that it's more than an aesthetic consideration (i.e. thickness), and that a lower index would deem the glasses completely unusable at these power levels due to severe levels of distortion (I'm not exaggerating here; looking through these glasses would give anyone a headache in a few minutes; it's like looking through a glass sphere). Frankly, they just shouldn't sell lower-index lenses with these power levels; even if there might be no malicious intent (which there might well be, as customers returning these orders will either lose money or only get store credit), it's just not right, and it misleads customers.I waited until December 2nd (I had an optometrist appointment that day, and wanted to ask them what was wrong with the glasses) to contact Zenni Optical, as I was under the impression that one had 60 days to return the glasses back (if you ****** "zenni optical return policy", that's what shows up in the featured snippet, but unfortunately it's actually 30 days + 7 days of grace ******** As I was 7 days too late (per their policy), a refund was refused. At any rate, they would only have offered a 50% cash refund, or 100% store credit. Following my experience, I had no interest in conducting business with them again, and don't think this return policy would have been a fair settlement. They sold me a low-quality product, tricking me to think that it would have been a decent pair of glasses. It was not. I demand a full refund, in cash, not in store credit.

  

  Business Response

  Date: 12/05/2022

  Thank you for posting your Zenni review of what appears to be the first order you placed with us, order o5105895162, placed on October 3, 2022, for one pair of single-vision distance eyeglasses.

  
  We were sorry to read that the lens you selected, the **** mid-index pure polycarbonate lens,was a poor choice for your strong prescription, and we apologize for any disappointment you experienced as a result.

  
  We entered your prescription on our website, and we found that the recommended lens is the **** single-vision high-index lens.

  
  We are also sorry that you did not select the recommended lens for your prescription.

  
  Even though we advised that, because you received this order on October 15, 2022, it was beyond the end of its 30-day warranty period, insofar as this appears to be the first order you placed with us, we can make a one-time customer service exception on your behalf to extend the warranty period to invite you to return these eyeglasses to us for 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.

  
  If you would like to pursue this return option, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return the glasses to us for the refund option you select, when you provide the order number, o5105895162.

  
  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.

  You may also email us, at *********************************** and if you choose this communication method, please put your order number, o5105895162, in the subject line of the email and please advise of the refund option you prefer.

  We will email you the instructions to return the eyeglasses to us 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 additional hope that we may resolve it to your satisfaction, with the refund option of your choice.

  
  We also hope that you have a very happy holiday season!

  Customer Answer

  Date: 12/10/2022

  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.

  Zenni Optical provided an exception and allowed me to return the glasses in exchange for store credit for the full amount (except for shipping). This seems reasonable to me.
  
  Sincerely,
  
  ********************************* *****

• Initial Complaint

  Date:11/25/2022

  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.

  Date of transation: 11/05/2022 Zenni Optical Purchased a pair of recreational-use glasses for our 12 year-old son with prescription information trensferred to Zenni Optical from optometrist (*********************************). Total cost = $89.46 Upon arrival, son tried on and found to be extremely uncomfortable, even after several attempts to adjust as allowed. Contacted company for refund (as he is only person in the residence that is interested in services from this particular business) - they stated they could offer a 100% store credit - which would not apply like I said, due to the lack of satisfaction from product received warranting no interest in future business interactions. The only other option given was a 50% refund. This is unacceptable. I work quite hard for my money, and was giving this company an opportunity for new and future business. A FIFTY PERCENT REFUND IS ABSOLUTELY OFFENSIVE. I called the company via telephone to attempt resolution, spoke with 2 people live (one who's name was given as '******'), was put on hold for OVER 87 MINUTES waiting to communicate with a supervisor.

  

  Business Response

  Date: 11/29/2022

  Thank you for posting your Zenni review of what appears to be the first order you placed with us, order o5178980575, placed on November 5, 2022, for one pair of single-vision distance eyeglasses for your 12-year-old son.
  
  We were sorry to read that the frame you selected full-rim,rectangular, flexible-plastic, Bulls black-and-red sport protective ASTM F803 goggles,in frame model ******, with a frame width of 135 millimeters  did not fit him well.
  
  Consequently, we apologize for any dismay you and your son experienced as a result.
  
  We offered you a full refund of the price of the glasses upon their return if our inspection finds any manufacturing errors on the glasses,and we emailed you instructions to return the glasses for the inspection as well as a prepaid mailing label to use for return postage.
  
  We look forward to receiving and inspecting these eyeglasses,and if we find any manufacturing errors on the glasses, we will be happy to issue the full refund of $89.46 to the credit card you used to pay for them.
  
  We hope that this will resolve this matter to your satisfaction, and we also hope that you have a very happy holiday season!

• Initial Complaint

  Date:11/25/2022

  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.

  Date of Transaction 09/25/2022. Zenni Order Confirmation Order #o3386500291 $132.80. | Return for inspection 10/11/2022. Reason Rx glasses are blurry vision. Based on previous orders over the years I know something is wrong and tried to seek professional assistance from Zenni Optical to resolve this issue. Also, was able to determine by covering left eye the right eye is blurry and the left eye is not perfect vision. Request approved by Zenni Optical to return for Rx inspection. Zenni advise to allow 14 business days after receipt of Rx glasses for the inspection to be completed; "Please allow 14 business days (excluding weekends and holidays) after your glasses have been sorted and processed into our system for inspection. Your results and return options will be sent via email as soon we have completed your inspection." This time lapsed and I contacted Zenni for status update. Was requested to wait a couple more days and another week passed with no result or communication from Zenni Optical. Contact Zenni again and again... this is ongoing six weeks now. Last contact I requested full credit to be issued so I may repurchase my glasses. This has not occurred. Due the continued delay and lack of response I now seek full refund. Zenni Optical **************** is not trying to resolve the issue.

  

  Business Response

  Date: 11/29/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the time it is taking to inspect the eyeglasses you returned, from order o3386500291, placed on September 25, 2022.
  
  We were sorry to read that you could not see well through the lenses of these premium progressive eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz blue-light-blocking feature.
  
  Consequently, we apologize for any dissatisfaction you experienced as a result.
  
  We are also sorry for the time it is taking us to inspect your eyeglasses, and we apologize for this matter, as well.
  
  When you emailed us about this matter on November 14, 2022, and requested a full credit refund, we emailed you in response to ask if you want the 100 percent store credit refund, and we have not heard back from you.
  
  Therefore, we hope that you will advise whether you will accept the 100 percent store credit refund, which we will be happy to issue to your Zenni account.
  
  We hope that this will resolve this matter to your satisfaction, and we also hope that you have a very happy holiday season!

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18462024
  
  I am rejecting this response because: The full store credit was requested to be completed in 24 hours and not issued. I did not ask for any additional emails. Any additional emails is fruitless and baseless.

  Zenni did not take action as requested within 24 hours (after many weeks of inaction). Why would you yet send another email after being directed to immediately issue store credit?

  Store credit is no longer acceptable. Zenni was unresponsive and did not fulfill the agreement. I had to move on to get glasses that I could see with. The only option now is to generate refund back to my credit card. I expect action (no more inept emails or delays); the refund is to be completed immediately.
  

  
  Sincerely,
  
  Mr. *****************************

  

  Business Response

  Date: 12/01/2022

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

  
  We are sorry that we have not yet inspected these eyeglasses, and we apologize for any dissatisfaction you experienced as a result.

  
  Therefore,we are going to ask our lab to issue a full refund, $132.80, of what you spent on this order to the credit card you used to pay for it.

  
  You should receive an email from our lab later tonight or tomorrow, confirming this $132.80 credit card refund with a transaction number.

  
  We apologize again that we have not yet inspected the glasses, and we hope that this full refund will resolve this matter to your satisfaction.

• Initial Complaint

  Date:11/25/2022

  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.

  I purchased online from Zenni using a recent prescription issued by my optometrist. When I received the glasses, I couldn't see through them. They asked me to scan in the actual prescription and when I did, I received an apology email stating that they had made a slight error in processing the glasses. The only offer I could choose was to order another pair using a store credit or receive half of my payment back. I opted to get the credit - but then have found it extremely difficult to figure out how to re-order. I just want my money back. It was because of their error that the glasses couldn't be used. Here is the email I received:Re: Order # o5018146891 Dear *****************************, We've completed the inspection on your glasses for order # o5018146891 and found that the PD was made slightly out of tolerance. We apologize for any inconvenience this has caused and are ready to remake the glasses for you. If you prefer not to remake the glasses, we are happy to offer you a one-time Store Credit of $62.52 for your return. If you choose the Store Credit, please note that it will be applied to your Zenni account. To use it for future orders, simply select it as a payment type during checkout and apply. You are not required to enter any numbers or codes when applying Store Credit to your order. Store Credit never expires and can be spread across multiple orders until it is all used up.

  

  Business Response

  Date: 11/29/2022

  Thank you for posting your Zenni complaint of what appears to be the first order you placed with us, order o5018146891, placed on August 29, 2022, for one pair of single-vision eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses.
  
  We were sorry to learn that when you returned these eyeglasses to us for an inspection, we found that we entered the pupillary distance (PD) values incorrectly.
  
  Consequently, we apologize for this manufacturing lapse.
  
  You declined our offer of a free remake of the glasses in favor of a full refund of what you spent on the order, $62.52, which we issued on November 25, 2022,switching the store credit refund we had initially issued to the full refund to the credit card you used to pay for the order.
  
  We were sorry to read that you have found it difficult to place a new order, and we apologize for any confusion you experienced as a result.
  
  Insofar as you entered the prescription and PD correctly, based on the prescription copy you provided that is uploaded to the database record of order o5018146891, to place a new order you would simply enter the values you used on the previous order.
  
  If you would like our assistance in placing a new order, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be happy to assist you in entering your prescription and PD values, and it would be good if you confirm that the prescription with the PD is uploaded to the database record of order o5018146891.
  
  We hope to hear back from you, if you would like our assistance when you are ready to place your next order.
  
  We also hope that you have a very happy holiday season!

• Initial Complaint

  Date:11/21/2022

  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.

  On 10/13/22, I ordered my first pair of glasses from Zenni Optical. I used the same prescription I have used for previous eyewear including glasses and contacts. It's the same prescription I have used for years. Well, upon receiving my new glasses, I noticed a slight vision distortion that caused a headache after hours of wearing them. I initiated a return for the faulty glasses. I was asked to send in a prescription from my eye doctor. I sent the prescription that I received on 10/28/22, even though I used my older prescription for these glasses. On this newer prescription, it says I have a SLIGHT astigmatism. This is the first I have ever heard of this, and even my eye doctor admitted that a number this low (CYL *****, AX 001) could be an error and may not show up on a repeat exam. Even if the prescription is correct, per my eye doctor, this astigmatism would be too slight to be noticeable. That is to say, the alleged astigmatism, mistake or not, is not what caused my issue with the glasses. However, upon seeing this new prescription, this astigmatism was all the agent I spoke to would focus on. They refused to hear this explanation and insisted that this is what caused my problem, that I entered my prescription incorrectly, and therefore the issue is my fault. As a reminder, I received this prescription AFTER I ordered the glasses. The prescription I used for these glasses was the one for last year, that I've comfortably used to order eyewear multiple times as recently as two months ago. I will be sending a copy of this older prescription to Zenni as soon as I can, but I am disgusted by the quick and immediate blame shifting. The agent refused to listen to what I was told by my eye doctor, and focused only on what could possibly shift blame from Zenni and their obviously faulty glasses. That is to say, that if you have an issue with glasses from Zenni, they will try any and everything to blame you for it, even if it is blatantly their fault. Buyer beware

  

  Business Response

  Date: 11/22/2022

  Thank you for posting your Zenni complaint of what appears to be the first order you placed with us, order o5121892417, placed on October 13,2022, for one pair of single-vision distance eyeglasses in full-rim,rectangular, flexible-plastic, glow-in-the-dark frame *******, with a frame width of 137 millimeters.
  
  As we stated in our response to your Consumer Affairs review,we were sorry to read that the frame is barely changing color in a dark room,and that the prescription in the lenses seems off. Consequently, we apologize for any disappointment you experienced as a result.
  
  We were also sorry to learn that instead of providing a copy of the prescription you used to place the order, you provided a copy of a prescription you later received, which has an astigmatism correction for the left (OS) eye.
  
  Since this prescription is more recent than the prescription you used to place the order, we were disappointed to learn that you placed the order with a previous prescription, rather than your current prescription.
  
  This precludes returning the eyeglasses for an inspection of the prescription, since we require customers to enter their current prescription when they place their orders.
  
  On November 16, 2022, during an online Chat session, you advised that you would like to return the glasses for a 100 percent refund of their price in the form of store credit to your Zenni account.
  
  Therefore, we emailed you instructions to return the glasses to us for this refund, and we also emailed you a prepaid mailing label to use for return postage.
  
  We look forward to receiving the returned eyeglasses, so that we may issue this 100 percent store credit refund to your Zenni account, which we hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18448596
  
  I am rejecting this response because: 

  I specifically said I want a 100% refund. Not a store credit. I want the money back, period. In my experience, when companies are this cagey regarding returns, it's because they process a LOT of returns. Companies that are confident in their products and don't hemorrhage money via returns don't act this way. Why else would a multimillion dollar company be so bent out of shape over fixing their mistake regarding a thirty something dollar order? No, I don't want a new pair of glasses from Zenni. I have zero confidence in this company at this point. I want my money back and my hands washed of this nonsense.

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

  

  Business Response

  Date: 11/23/2022

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.
  
  As we advised, if you return these eyeglasses to us for an inspection, and if our inspection finds any manufacturing errors on the glasses, we can issue a full refund, $32.25, of what you spent on this order to the credit card you used to pay for it.
  
  However, if we find no manufacturing errors, we can return the eyeglasses to you or issue 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 it.
  
  We hope to receive the eyeglasses soon, so that we may inspect them and, we hope resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18448596
  
  I am rejecting this response because:

   

  As others have said, I don't trust this company to be unbias. I feel as though the glasses are going to be deemed "flawless" because you guys don't like to own up to your mistakes. Seeing as almost every other complaint here is about the exact same issue I'm having, yeah, no thanks. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 11/29/2022

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

  We were sorry to read that you believe we would not accurately report the results of our inspection, and we apologize for your lack of confidence in our professional integrity.

  We want to confirm that if we find any manufacturing errors on the glasses, we accurately report these errors in our inspection results, and we regret that you do not believe that we would accurately report the results of our inspection.

  As we advised, if you return the glasses for an inspection, and our inspection finds any manufacturing errors on the glasses, we can offer you a free remake of the glasses or a full refund to the credit card you used to pay for the glasses.

  We hope that you will return the glasses for the inspection, so that we may inspect them and email you the inspection results.

  We also hope that you have a happy holiday season!

• Initial Complaint

  Date:11/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of progressives from Zenni and followed instructions on how to enter prescription strength and PD. I even watched tutorials on how to measure and read the company's website on how to measure. I did all that was asked and these glasses are CRAZY...not just a small adjustment to new glasses. Items in my vision actually morph shape and I can read unless I tip my head up. If the reader will notice, every company response is the same - blaming the customer for a wrong entry or wrong measurement even if copied correctly from the doctor. Do not buy from this company. They have 16 pages of complaints and it's all the same - bad workmanship, bad business.

  

  Business Response

  Date: 11/21/2022

  Thank you for posting your Zenni complaint of the first order we see you have placed with us, order o5177009426, placed on November 1,2022, for one pair of premium progressive eyeglasses.
  
  We were sorry to read that you could not see well with these eyeglasses, and we apologize for any dissatisfaction you experienced as a result.
  
  We want to confirm that if a customer confirms with a copy of the prescription they received from their eye doctor that they entered their prescription and pupillary distance (PD) correctly on an order, and they return the eyeglasses to us for an inspection, if our inspection were to find any manufacturing errors on the glasses, we will offer to remake them for the customer for free.
  
  However, if the customer provides a copy of the prescription they received from their eye doctor, and the copy shows that the customer entered their prescription or PD incorrectly, we will offer them one of our two refund options upon the return of the glasses a 100 percent refund of the price of the glasses in the form of store credit to their Zenni account or a 50 percent refund to the source of payment.

  
  We were sorry to read the note in the database record of the order indicating that when you contacted us about this matter on November 19, 2022, you declined to contact your eye doctor to provide a copy of the prescription.

  
  Without confirmation of the prescription you received from your eye doctor, and confirmation of how the PD was obtained,we will be unable to inspect the glasses to determine if we made them correctly.

  
  We hope that you will change your mind and provide a copy of the prescription and confirmation of how the PD was obtained, so that we may inspect the eyeglasses.

  
  Nevertheless, in lieu of an inspection, you will be able to return the glasses to us for one of the two previously outlined refund options if you contact us to request emailed instructions to return the glasses to us for the refund option you prefer.

  
  We will also email you a prepaid mailing label to use for return postage.

  
  Therefore, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you when you provide the order number, o5177009426.

  
  If you change your mind and obtain a copy of the prescription from your eye doctor, please have it handy when you call, because the customer service representative will ask you to email it to them to confirm that it was entered correctly.

  
  If the PD is not on the prescription,please confirm how it was obtained self-measurement, friend or family member measurement, or eye doctor measurement.

  
  Based on statements in your complaint, it seems that you measured the PD yourself.

  
  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, o5177009426, in the subject line of the email and please attach a copy of the prescription you received from your eye doctor to the email.

  
  If the PD is not on the prescription, please advise in the body of the email how it was obtained self-measurement, friend or family member measurement, or eye doctor ************************* you confirm 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 the prepaid mailing label to use for return postage.

  
  If it turns out that something was entered incorrectly on the order, we will email you instructions to return the glasses for 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.

  
  We look forward to hearing back from you, in the hope that we may resolve this matter to your satisfaction,with an inspection or one of our two refund options.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18441645
  
  I am rejecting this response because I did not "decline to contact my eye doctor to provide a copy of the prescription". I told your woefully incapable customer service representative that I was in a different city to my Rx and would need some days to get a copy. 

  As usual, the customer is both misrepresented and faulted for a very terribly cut pair of glasses. Pitiful. 

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

  

  Business Response

  Date: 11/22/2022

  Thank you for advising that you intend to provide a copy of the prescription that you used to place the order.

  If the prescription you provide matches what you entered on the order and you return the glasses to us for an inspection, if our inspection finds any manufacturing errors, we will offer to remake the glasses for you for free.

  But if it turns out that something was entered incorrectly on the order, or if our inspection finds no manufacturing errors, we can return the eyeglasses to you or offer you 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.

  We thank you again for posting your rejection to our response, and we look forward to receiving the copy of the prescription in the hope that this will lead to a successful resolution of this matter.