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:11/14/2022

  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.

  I'm not getting a manager call back or relevant responses to my email. The reps are not reading my emails. My glasses that I ordered were not properly built. The frame is bigger than the lense so the lense does not sit inside the frame as it should. In result the glasses squeek, and the frames snap in/out of its place. Per last email that I'm waiting for a relevant reponse: 1. Glasses should never be squeaky. 2. You guys should put a disclaimer on your website indicating that gaps between lenses and frames is considered normal. Squeeking is also considered normal. And that some glasses may not have visible gaps or squeekiness, are also considered normal. These inconsistent designs across your glasses is considered normal per Zennis standards. Otherwise, you guys are falsely advertising your products. There can not be inconsistent quality or experiences with your glasses. 5. By me shipping them back and you guys "inspect" per your low standards, what happens next? What costs are associated with that? 6. Please share with me what standards the technicians follow that determine what is considered a defect and what is considered normal. 7. Which ISO standard are you following that support frames not fitting a lense? Order number o5177269344

  

  Business Response

  Date: 11/15/2022

  Thank you for posting your Zenni review of your most recent order, o5177269344,placed on November 2, 2022, for one pair of nonprescription eyeglasses with our Blokz blue-light-blocking feature, in full-rim, square, flexible-plastic, translucent frame *******, with green highlights and a frame width of 146 millimeters.

  
  We were sorry to read that the lenses are not securely fitted in the rims of the eyeglasses, and that the frame squeaks.

  
  Consequently,we apologize for any dissatisfaction you experienced as a result.

  
  When you contacted us about this matter on November 10, 2022, we emailed you instructions to return the glasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we also emailed you a prepaid mailing label to use for return postage.

  
  We see no notes in the database record of the previous order you placed, order o4663271914,placed on April 9, 2022, for nonprescription glasses with Blokz, in full-rim,square, flexible-plastic, tortoiseshell frame *******, with a frame width of 143 mm.

  
  We hope that you will return the nonprescription eyeglasses in frame ******* for the 100 percent store credit refund, which we also hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  I dont want store credit. I want the FULL refund to my original method of payment. That includes the shipping. I had a great experience with my first purchase. My second purchase has been difficult. Therefore, I dont want to make another purchase to have to deal with this again. Given that your glasses offer different quality per each order. This inconsistency isnt pleasant.
  
  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/16/2022

  Thank you for posting your rejection of our response to your Zenni complaint.

  
  If you return these eyeglasses to us for an inspection, and if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to issue a full refund, $43.70, to the credit card you used to pay for the order.

  
  We look forward to receiving and inspecting the glasses, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  What are considered manufacturing errors? Also, per my last email your reps made statements im looking a response for' Please share with me what standards the technicians follow that determine what is considered a defect and what is considered normal. Which ISO standard are you following that support frames not fitting a lense? What happens if the technician claims, per your low standards, that there are no issues with the glasses, then what? 
  
  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/16/2022

  Thank you for posting your latest rejection of our response to your Zenni complaint.

  
  As we previously advised, if you return these eyeglasses to us for an inspection, and if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to issue a full refund, $43.70, to the credit card you used to pay for the order.

  
  If we find no manufacturing errors on the glasses, we can return them 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 the order.

  
  We look forward to receiving and inspecting the glasses, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  Thank you for the quick replies today! 

  I will ship them back to you guys, and we can continue from there. Im still waiting to hear back from you  regarding what is considered a defect and what is considered normal,  and which ISO standards you guys follow that you claim the glasses passed. 

  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/17/2022

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

  
  When we receive the glasses for the inspection, we will inspect them based on your description of their defects to determine whether the lenses fit properly in the rims of the frame, and whether the frame squeaks.

  
  When we have inspected the glasses, we will email you the inspection results.

  
  if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to remake the glasses for you for free or issue a full refund, $43.70, to the credit card you used to pay for the order.

  
  If we find no manufacturing errors on the glasses, we can return them 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 the order.

  
  We look forward to receiving and inspecting the glasses, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  You guys keep ignoring my questions. Third time is maybe the charm?

  
  Im still waiting to hear back from you  regarding what is considered a defect and what is considered normal,  and which ISO standards you guys follow that you claim the glasses passed. Also, are you guys going to pay for shipping?

  
  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/17/2022

  Thank you for posting your rejection of our response to your Zenni complaint on the Better Business Bureau website.

  
  We emailed you a prepaid mailing label to use for return shipping.

  
  When we receive the glasses, we will inspect them for the issues about which you complained we will examine the glasses to determine whether the lenses are correctly inserted in the rims of the frame, whether the temple arms work correctly, and whether the lenses squeak.

  
  We hope to receive these returned eyeglasses soon, so that we may inspect them and email you the inspection results, which we hope will lead to a successful resolution of this matter with a free remake of the glasses if our inspection finds any defects, or with a full refund to the credit card you used to pay for the order.

  
  If we do not find any defects in the glasses, we can return them 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.

  
  We look forward to receiving the returned eyeglasses soon, so that we may inspect them and email you the inspection results, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/20/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  Sounds good. I'll leave this case open until then.

  Again, I'm still waiting for a response from you regarding the last few interactions. Why are you deliberately ignoring to answer these?

   

  
  Im still waiting to hear back from you  regarding what is considered a defect and what is considered normal,  and which ISO standards you guys follow that you claim the glasses passed.
  Sincerely,
  
  Inna Guminskiy

• Initial Complaint

  Date:10/31/2022

  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 ordered glasses using my doctor prescription. My doctor had already made a pair of glasses using the same prescription and they worked fine, but I wanted extra pairs for travel and fashion. I entered the same doctor prescription. The prescription was agreed by customer service to be entered correctly. The glasses arrived and they are un usable. I cannot see, there are blurry patches and really uneven glass moulding. A disaster! I tried to have them remade but customer service just said I had to alter the prescription and have them remade using the prescription that is modified by Zenni staff. Are Zenni staff qualified to alter my prescription? I continued to ask why don't the Zenni glasses work and the glasses made by my doctor so work? I still have no answer and I do not feel safe wearing an altered prescription unless it was altered by a doctor. I requested a refund but was told I could have a store credit but would be responsible for my own return shipping costs. This is so unfair. The prescription I submitted was fine and I am using glasses made by my doctor using my prescription to write this email. There are no blurry spots or wobbly glass.

  

  Business Response

  Date: 11/01/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website.
  
  We were sorry to read that you could not see well with the two pairs of standard progressive eyeglasses you ordered from us on October 6,2022, in order o5034063367, and we apologize for any dissatisfaction you experienced as a result.
  
  The prescription you provided to us that you received from your eye doctor matched the prescription you entered for these two pairs of eyeglasses, and the pupillary distance (PD) you entered, 65 millimeters, was provided by your eye doctor on the prescription.
  
  Since you mentioned to us in an email that you are having trouble finding the three focal fields (distance, intermediate,and near) on the lenses, we want to confirm that our standard progressive reading corridor is approximately ***** millimeters wide, and that there is no vision correction on either side of this progressive reading corridor.Therefore, we recommend that customers point their nose at what they are viewing on their computer or reading, rather than moving their eyes from side to side.

  In addition, we want to confirm that we have a standard placement for the top of the progressive reading corridor, which is 5 mm above the centerline of the lens.

  One of the frames you selected was full-rim,square, flexible-plastic, papaya-colored frame *******, with a frame width of 146 mm and a lens height of 45 mm. The centerline of a 45-mm-tall lens is at approximately **** mm up from the bottom, with the top of the progressive reading corridor placed at 5 mm above this, at approximately **** mm up from the bottom.

  
  The other frame was full-rim, aviator,stainless-steel, spring-hinged, silver frame ******, with a frame width of 140 mm and a lens height of 43 mm. Therefore, with a centerline of **** mm up from the bottom of the lens, the top of the progressive reading corridor would be at approximately **** mm up from the bottom of the lens.

  
  We hope that this information is helpful.

  
  We do not see any notes in the database record of this order indicating that we advised that you change the prescription you received from your eye doctor. You stated that you would like the glasses remade as single-vision reading glasses, so we recommended that you return these two pairs of eyeglasses to us for an inspection and order a pair of single-vision reading glasses separately.

  
  We stated that if our inspection were to find any manufacturing errors on the two pairs of standard progressive eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.
  
  In addition, contrary to your statement, you would not have to be responsible for the return shipping cost. We will email you the instructions to return these two pairs of eyeglasses to us for the inspection,and we will also email you a prepaid mailing label to use for return postage.
  
  Please do not mail the glasses back to us without receiving the emailed return-for-inspection instructions and the prepaid mailing label,because if you do, this could result in a delay in our receiving and inspecting the glasses.
  
  We hope that you will contact Zenni ***************** via telephone at **************, or via Chat, accessible by clicking the button labeled Support at the lower right-hand corner of every page of the Zenni website, or by email, at **********************************,to obtain instructions to return the glasses for the inspection and the prepaid mailing label to use for return postage.
  
  If you contact us by email, please put your order number, o5034063367,in the subject line of the email and in the body of the email please advise that you would like emailed instructions to return the glasses to us for an inspection and a prepaid mailing label to use for return postage.
  
  We look forward to hearing back from you and receiving the eyeglasses for an inspection, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18339603
  
  I am rejecting this response because: The doctor made glasses for me using the same prescription. The frames made by the doctor are large size frames similar to the pairs I purchased from Zenni. The glasses made by the doctor have no wobblers in the glass and I have clear visit when using them. These glasses made by the doctor are using the same prescription that Zenni used, but the Zenni glasses are dangerous to my eye health. I should not be forced to keep and pay for a flawed product, a product flawed by low quality and error in production. I am entitled to am working product for my purchase price. The flaws in the Zenni glasses go beyond the issues being claimed by Zenni, there are deep flaws in the lense of the glasses that cannot be addressed through altered prescription or altered pupillary distance. These glasses are un usable and I am owed a full refund. 
  
  Sincerely,
  
  L ******

  

  Business Response

  Date: 11/01/2022

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.
  
  As we stated in our response, if you return the two pairs of standard progressive eyeglasses to us for an inspection, and our inspection finds any manufacturing errors on the eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.
  
  We hope that you will telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return these two pairs of standard progressive eyeglasses to us for an inspection, as well as emailing you a prepaid mailing label to use for return postage.
  
  We look forward to receiving and inspecting these eyeglasses,and when we have done so, we will email you the inspection results.
  
  If we find no manufacturing errors on the glasses, we can return them to you or issue 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 hope that we will hear back from you soon, in the additional hope that receiving and inspecting these glasses will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/01/2022

   
  

   

  Complaint: 18339603
  
  I am rejecting this response because: I will take the glasses to my own specialist to have them examined for quality. I do not trust Zenni to be honest in any transaction. Zenni has yet to explain why the prescription works when a professional makes the lenses but when Zenni makes the lenses the glasses are useless. Can Zenni please explain why their glasses do not function the same way professionally manufactured glasses work using the exact same prescription and about the same size lenses.
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/02/2022

  Thank you for posting your second rejection of our response to your Better Business Bureau complaint.
  
  As we stated in our previous response, if you return the two pairs of standard progressive eyeglasses to us for an inspection, and our inspection finds any manufacturing errors on the eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.
  
  We hope that you will telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return these two pairs of standard progressive eyeglasses to us for an inspection, as well as emailing you a prepaid mailing label to use for return postage.
  
  We look forward to receiving and inspecting these eyeglasses, and when we have done so, we will email you the inspection results.
  
  If we find no manufacturing errors on the glasses, we can return them to you or issue 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 hope that we will hear back from you soon, in the additional hope that receiving and inspecting these glasses will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18339603
  
  I am rejecting this response because:
  The glasses made by my optometrist work perfectly and they use the exact same prescription. I am having the glasses inspected by a professional I trust and I will submit the findings to BBB for review. I do not trust Zenni to act in good faith. I have been trying to work with customer service for weeks, they do not even bother to reply to customer inquiry and they still cannot explain why their glasses do not work despite having the same prescription as the glasses made by my doctor.
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/02/2022

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

  As we stated in our previous responses, if you return the two pairs of standard progressive eyeglasses to us for an inspection, and our inspection finds any manufacturing errors on the eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.

  We hope that you will telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return these two pairs of standard progressive eyeglasses to us for an inspection, as well as emailing you a prepaid mailing label to use for return postage.

  We look forward to receiving and inspecting these eyeglasses, and when we have done so, we will email you the inspection results.

  If we find no manufacturing errors on the glasses, we can return them to you or issue 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 hope that we will hear back from you soon, in the additional hope that receiving and inspecting these glasses will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18339603
  
  I am rejecting this response because:
  After I have these glasses inspected by then licensed opthalmologist that wrote the prescription. I will mail them back for Zenni to examine them for quality. 
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/03/2022

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

  We will be eager to receive the eyeglasses for an inspection after your eye doctor has inspected them.
  
  If you receive a printout of your eye doctors inspection results, we invite you to enclose a copy of the printout with the inspection results, so that our inspector may view your eye doctors inspection results.
  
  We look forward to receiving and inspecting these eyeglasses and emailing you the inspection results, which we hope will lead to a successful resolution of this matter.

  

  Business Response

  Date: 11/03/2022

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

  We will be eager to receive the eyeglasses for an inspection after your eye doctor has inspected them.
  
  If you receive a printout of your eye doctors inspection results, we invite you to enclose a copy of the printout with the inspection results, so that our inspector may view your eye doctors inspection results.
  
  We look forward to receiving and inspecting these eyeglasses and emailing you the inspection results, which we hope will lead to a successful resolution of this matter.

• Initial Complaint

  Date:10/31/2022

  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.

  Bought 2 pair of glasses for my wife. Uploaded her script BUT the only thing this Zenni Optical got right was the frame style. Unusable as glasses were made to a different prescription than ordered. Will not reorder.

  

  Business Response

  Date: 10/31/2022

  Thank you for posting your Zenni review of your order o5106438666,placed on October 3, 2022, for two pairs of single-vision eyeglasses with our Blokz blue-light-blocking feature.

  
  We were sorry to read the notes in the database record of this order that the prescription was entered incorrectly.

  
  Consequently, we apologize for any confusion or misunderstanding when you placed this order.

  
  You returned these two pairs of eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we issued this refund on October 20, 2022.

  
  We hope that you will place a new order for single-vision eyeglasses for your wife with her correct prescription, and if you need any assistance when you are placing this order, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18336079
  
  I am rejecting this response because: I am not interested in a "CREDIT" for a future purchase as I have no intention of ordering from this merchant again. The merchant did not fulfill their "contractual obligation" to provide the correct product ordered after waiting almost 2 weeks for the wrong glasses to ship. The items received were sent back with the **** trackable RMA label provided by Zenni. I expect a 100% refund back to my credit card.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/01/2022

  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.

  
  We want to confirm that, when a customer enters the prescription or anything else on the order incorrectly, the return options are a ****************************************************************************************************** a 50 percent refund to the source of payment, in this case a PayPal account.

  
  As we mentioned in our response, you returned these two pairs of eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we issued this refund on October 20,2022.

  
  Once again, we hope that you will use the store credit we issued toward the payment of a new order for single-vision eyeglasses for your wife with her correct prescription.

  
  If you need any assistance when you are placing this order,we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you.

  
  

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18336079
  
  I am rejecting this response because: The customer did NOT enters the prescription or anything else on the order incorrectly! They were made to a different script than ordered. NOT willing to deal with the lack of quality control or lack of customer service by ****************** & will not be bullied by a big company when Zenni was at fault.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/02/2022

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

  
  As we mentioned in our previous response, you returned these two pairs of eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we issued this refund on October 20, 2022.

  
  Once again, we hope that you will use the store credit we issued toward the payment of a new order for single-vision eyeglasses for your wife with her correct prescription.

  
  If you need any assistance when you are placing this order,we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18336079
  
  I am rejecting this response because:I returned eyeglasses that were made wrong to Zenni for a 100 percent refund! NOT a refund of their price in the form of store credit to your Zenni account as I will not order from Zenni again. I did not received the correct items ordered. A credit from Zenni in the form of a store credit is NOT acceptable. Wife has now bought replacement glasses from America's Best Eyewear that were made correctly.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/02/2022

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

  
  If you would like us to remove the 100 percent store credit refund of $76.32 we issued to your Zenni account on October 20, 2022, and instead issue a 50 percent refund, $38.16, to the PayPal account you used to pay for the order, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you when you provide the order number, o5106438666, to the customer service representative who answers.

  
  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, o5106438666, 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, $76.32, and instead issue a 50 percent refund, $38.16,to the PayPal account you used to pay for the order.

  
  We hope to hear back from you with this request, in the additional hope that this may resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18336079
  
  I am rejecting this response because: Zenni did NOT fulfill the contractual obligation to fulfill the order placed. NOT acceptable by any means. I can see why you only use PayPal as a payment method as they don't back customers. Nice business model though - give customers a 50% refund on an order "Zenni manufactured wrong". No wonder there are over 120 unresolved complaints with the BBB regarding the same issue. Thinking I would accept a 50% refund is ridiculous and unacceptable.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/27/2022

  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.

  July-October 2022.Zen I Optical Online Order.I call to return and am told I already used my one time return on a pair of glasses (they sent the wrong ones!) but its using my one time return on. Explain how any of these mistakes are my problem. Now IF I want to try again for a third time to see if they can get this right, I have to pay for the shipping to return and 1/2 the cost of the new pair I pick. They will only give me a50% discount. They refused to understand that these returns werent me changing my mind about the glasses but their errors. Months and I still have no glasses. I want a return and a rushed order to make my SINGLE LENS correct prescription for READERS, not bifocals, or if they want to replace instead of store credit the first pair, fine as long as they are double checked that they are the correct prescription as the last pair were someone elses presciption. Either way I want glasses rush ordered.

  

  Business Response

  Date: 10/28/2022

  Thank you for posting your Zenni review of your experience ordering eyeglasses from us.

  When you returned the premium progressive eyeglasses from your first order, o4889413551, placed on July 9, 2022, for an inspection, because you felt that the prescription was too strong, we were sorry to learn that our inspection found manufacturing errors on the glasses.

  Consequently, we apologize for any dissatisfaction you experienced due to this manufacturing lapse.

  We offered you either a free remake of the glasses or a 100 percent refund of what you spent on them in the form of store credit to your Zenni account.

  Because you liked the frame you selected for the progressives full-rim, rectangular, mixed-material, tortoiseshell frame *******, with black, stainless-steel temple arms and a frame width of 144 millimeters you asked that we remake the glasses as single-vision readers in the same frame.

  We were sorry to confirm that the remake option would only be a remake of the glasses with the same prescription used, and that we regret that frame ******* had been discontinued.

  You accepted the 100 percent store credit refund, and you used the store credit to purchase a pair of bifocal eyeglasses in full-rim, cat-eye rectangular, flexible-plastic, translucent floral frame *******, with a frame width of 135 mm on order o5074876968, placed on October 14, 2022.

  However, you entered different prescription values in the Spheres and a different pupillary distance (PD) value for the left eye on this order.

  We apologize for any confusion or misunderstanding you experienced when you placed this order for bifocals.

  We want to advise that, for single-vision reading glasses, the practice is to add the near-vision reading addition correction (NV-ADD) on the prescription, +****, to the values in the Spheres.

  The right eye (**) Sphere on the prescription is +****.Therefore, when you add +**** to +****, you get +****. This is what should be entered in the ** Sphere for a near-vison reading correction.

  The left eye (**) Sphere on the prescription is +****.Therefore, when you add +**** to +****, you get +****. This is what should be entered in the ** Sphere for a near-vison reading correction.

  In addition, for single-vision reading glasses, a dual PD should be lowered by 1.5 mm.

  On order o4889413551, you entered a dual PD of 30 mm (**) and **** (**). However, on order o5074876968, you entered a dual PD of 30 mm (**) and **** mm (**).

  The U.S. ************** advises that this order was delivered to you on October 25, 2022, which means that it is within its 30-day warranty period, which starts the day the glasses are delivered.

  Orders paid for entirely with store credit can be returned for a 50 percent refund to the original source of payment, in this case, a credit card.

  Therefore, if you would like to return these eyeglasses to us for the 50 percent credit card refund, we invite you to telephone Zenni ***************** at **************, and anyone will be happy to assist you when you provide the order number, o5074876968.

  We will email you instructions to return the glasses to us for this refund, and we will also email you the 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, o5074876968,in the subject line of the email, and in the body of the email please advise that you would like emailed instructions to return the bifocals for a 50 percent refund to the credit card you used to pay for the first order.

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

  We look forward to hearing back from you, in the hope that we may resolve this matter to your satisfaction,with the 50 percent credit card refund.

  Moreover, when you are ready to place your next order for single-vision reading glasses, we hope that you will telephone Zenni ***************** where anyone who answers will be eager to assist you in placing the order for the correct prescription type and with the correct prescription.

• Initial Complaint

  Date:10/18/2022

  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 ordered glasses from Zenn on Sept 25th, 2022 order number ***********. The glasses are not working.I paid an licensed optometrist for an accurate prescription and also paid for an accurate PD measurement. I have contacted the customer service number several times and gotten the same canned responses. "Inspection", which includes me paying to have them returned to be checked and if they find nothing wrong I am stuck with a 100% store credit, which is useless if they cannot make the glasses properly, or a 50% refund, which is very shady customer service. They seem to stay in business by collecting half of every pair of glasses that don't work. Their inspection process provides no accountability, in that they can take a three weeks out of your warranty period to say they are inspectiing but there is no proof. I am seeking full refund for these glasses including shipping costs if they want me to send them back, however there is no one to actually speak to in customer service who is remotely helpful and their reps know little to nothing about the product they are selling. They are selling glasses and should have people with some knowledge. This business is run poorly and takes advantage of people who have no funds to purchase glasses from a local optometrist. Unacceptable and I would never reccommend them to anyone unless they have a very mild single vision prescription, and even then, the return/exchange policies are terrible.

  

  Business Response

  Date: 10/18/2022

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

  
  We were sorry to read that you could not see well through the lenses of these premium progressive eyeglasses with our Blokzblue-light-blocking feature.

  
  Consequently, we apologize for any dissatisfaction you experienced as a result.

  
  We are also sorry that, since you confirmed that you entered the prescription and pupillary distance (PD) correctly, if you return the eyeglasses to us for an inspection, you would have to pay the return shipping fee, insofar as you are in ******.
  

  Therefore, we recommend that you enclose with the eyeglasses a copy of the return-shipping receipt you obtain at the ******************* because if our inspection finds any manufacturing errors on the glasses, we will be happy to refund to your PayPal account the amount you spent to return the eyeglasses to us.

  
  In addition, contrary to your statement about the warranty period, we want to confirm that you contacted us during the orders 30-day warranty period, which starts the day the glasses are delivered. No time is taken out of your warranty period to inspect the glasses.

  
  If you return these eyeglasses to us for an inspection, and our inspection finds any manufacturing errors on the glasses,we can offer to remake them for you for free, and, as we advised previously, we will reimburse to your PayPal account what you spent to return the eyeglasses to us.

  
  If our inspection finds no manufacturing errors on the glasses, we can return them 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 PayPal account you used to pay for the order.

  
  To obtain emailed instructions to return the eyeglasses to us for the inspection, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to email you the instructions to return the glasses to us for the inspection.

  
  When you select the return shipping method at the ******************* please return the glasses to us via regular mail, not any other method, which will delay our receiving the glasses.

  
  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, o5087158541, in the subject line of the email,and in the body of the email please advise that you would like instructions to return the eyeglasses to us for an inspection.

  
  We are eager to hear back from you,in the hope that we may receive the glasses for an inspection, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18240057
  
  I am rejecting this response because: I do not think its fair to pay for shipping if your inspection process deems the glasses

  without defect as I will still be left with glasses that I cant see properly withand will be paying extra in shipping charges.

  The 50% percent refund plus the shipping charges (should you decide there is nothing wrong with them) is not acceptable and a 100% store credit is useless to me. How do I know they have even been inspected? The response you have given is exactly the same response and information I was given when I called your customer service number and used chat several times. This is not a resolution. And it is not good customer service nor ethical business practice.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/19/2022

  Thank you for posting you rejection of our response to your Zenni complaint on the Better Business Bureau website.

  
  We are sorry that you are dissatisfied that we do not provide ******** customers prepaid mailing labels to return the eyeglasses to us for an inspection.

  
  We are also sorry that you do not feel that a ********************************** a 50 percent refund to the PayPal account you used to pay for the eyeglasses are acceptable, and we apologize for any dismay you experienced regarding these refund options.

  
  Nevertheless, we hope to receive the eyeglasses for an inspection, and if our inspection finds any manufacturing errors on the glasses, we will offer to remake them for you for free and reimburse the return-shipping fee you will incur for returning the glasses to us.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18240057
  
  I am rejecting this response because: I have asked for a full refund from your company if I send the glasses back. Shipping is very expensive at the moment and I have already lost ****** on glasses that dont work. I have no confidence in your inspection process after dealings with your customer reps and there is no guarantee nor proof that they will have even been inspected. I would like a refund for the cost of the glasses plus shipping so I can purchase from a reputable eyeglass business.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/20/2022

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

  
  If you return the eyeglasses to us for an inspection and our inspection finds any manufacturing errors on the glasses, we can make a customer service exception to offer you a full refund of what you spent on the eyeglasses order as well as what you spent to return the eyeglasses to us for the inspection.

  
  However, if our inspection finds no manufacturing errors on the glasses, we can return them to you or issue the refund options of which we previously advised 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.

  
  We hope that you will return these eyeglasses to us for the inspection, so that we may inspect the glasses and email you the inspection results.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18240057
  
  I am rejecting this response because:I am willing to send the glasses for your inspection process, however I do not accept the 50% refund or 100% store credit (as I mentioneduseless to me as I would not re-purchase glasses from you that dont work) if your process finds no defects in manufacturing.

  i am requesting a 100% refund including shipping costs regardless of whether or not you find manufacturing errors. I will decide if I want the glasses returned to me if there are no manufacturing errors. That is an option that should be available to customers who purchase progressive since you are unable to take lens height and other measurements in person. Thank you.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/21/2022

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

  It was good to read that you are willing to return the glasses to us for the inspection.

  As we advised in our previous response to your Better Business Bureau complaint, if you return the eyeglasses to us for an inspection and our inspection finds any manufacturing errors on the glasses, we can make a customer service exception to offer you a full refund of what you spent on the eyeglasses order as well as what you spent to return the eyeglasses to us for the inspection.

  However, if our inspection finds no manufacturing errors on the glasses, we can return them to you or issue the refund options of which we previously advised 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.

  We hope that you will return these eyeglasses to us for the inspection, so that we may inspect the glasses and email you the inspection results.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18240057
  
  I am rejecting this response because: I have requested the option of a 100% refund on glasses and shipping regardless of whether or not you find any manufacturing defects. Should you find no defects in manufacturing, and you send them back to me and I still cannot see properly I request the one time 100% refund on the glasses plus shipping. If you can agree to this I will be willing to send them back for your inspection process.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/14/2022

  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.

  Zenni optical has a product on their app which is misleading due to a faulty sizing feature touted as helping clients find the correct fit for glasses. The reviews section of this particular product shows the misleading nature of its advertising has affected many costumers. The glasses which arrived for me do not fit, but the company has acted in bad faith when I attempted to secure a refund. After multiple costumer service calls which were dropped during long hold times randomly the past few weeks (I was not called back), I finally reached an employee. He refused to refund me more than 50% to the original payment method, instead offering only 100% as store credit. This credit was not offered immediately either, but after a long wait period. This would leave me without glasses (or the ability to drive safely) for at least a month. BOTTOM LINE-In violation of US law (re: Lantham Act) a product was deceptively marketed, and the company has acted in bad faith to hamper or obstruct the refund for the product to which Im entitled. Every customer service call was dropped after I was placed on excessive holds, and follow up was never done. A refund is needed. Documents can be provided upon request.

  

  Business Response

  Date: 10/17/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the first order we see you have placed with us, order o5041897598,placed on September 25, 2022.
  
  We were sorry to read that the frame you selected full-rim,browline, stainless-steel, black and silver frame *******, with a frame width of 125 millimeters was too small to fit you well, and we apologize for any disappointment you experienced as a result.
  
  We were also sorry to read that you selected this frame based on how the frame looked on your face using our Virtual Try-On feature, which does not indicate the dimensions of the frame, which can be found under Details, below the enlarged picture of the frame, or by clicking on the little ruler icon to the lower left of the enlarged picture, which shows the dimensions of each element of the frame on the enlarged picture, which identifies this frame as Kids Browline Glasses.
  
  When a customer orders a pair of eyeglasses in a frame that does not fit them well, as you did for these single-vision eyeglasses with our Blokz blue-light-blocking feature, the refund option we provide upon the return of the glasses is 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 an Apple Pay account.
  
  You initially said that you would accept the 100 percent store credit refund option, but when we advised that it would not be issued until you returned the eyeglasses and they were scanned in at the post office,you declined the store credit option and advised that instead you would file a complaint to the Better Business Bureau and request a chargeback on your payment.
  
  We were also sorry to read that you declined the 100 percent store credit option, and we hope that you will change your mind, so that you may use the store credit toward the purchase of another pair of eyeglasses that will fit you well.
  
  Toward that end, 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: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to.

  
  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.

  
  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: https://help.zennioptical.com/hc/en-us/articles/360049904633-How-Do-I-Find-My-Frame-Size-.

  
  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: https://www.zennioptical.com/best-eyeglasses-for-your-face-shape.

  
  We hope that this information is helpful, and we thank you again for posting your Zenni complaint on the Better Business Bureau website.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18226765
  
  I am rejecting this response because:It does not address the refund to which I am legally entitled. The virtual try on feature falls under the visual advertising rules of US law and is misleading in nature. Furthermore, it touts itself as a tool to view both style and scale as is evidenced by the attached screenshot from the Zenni app. This company operates in flagrant disregard to section 43(a) of the ****** Act, not to mention the best interests of its costumers, or the important roll glasses play in healthcare. A full and immediate refund (as *** already said to my credit card company) is all I will accept, and is also what is owed to the many other costumers on their app also inconvenienced by their false marketing tricks. The second screenshot shows many other similar customers also confused by the sizing on the exact frames I purchased. Imagine how many other costumers have had this issue with other frames as well. Time for Zenni to do the right thing. 
  
  Sincerely,
  
  KL

  

  Business Response

  Date: 10/18/2022

  Thank you for posting your rejection of our response to your Zenni complaint on the Better Business Bureau website.
  
  We are sorry that this continues to be a matter of concern.
  
  As we advised in our response to your Zenni complaint, when a customer orders a pair of eyeglasses in a frame that does not fit them well,the refund options are either a 100 percent refund in the form of store credit to the customers Zenni account or a ******************************************************** this case an Apple Pay account.

  These are the terms to which you agreed when you placed your order, and we apologize for any dismay you experienced as a result.
  
  Moreover, these refund options are available only upon the return of the eyeglasses.
  
  Therefore, we invite you to telephone Zenni Customer Service,at **************, and please provide the order number, o5041897598, to the customer service representative who answers.
  
  When you advise of the refund option you prefer the 100 percent store credit refund to your Zenni account or the 50 percent refund to the Apple Pay account you used to pay for the order we will email you instructions to return the glasses to us for the refund option you select, 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, o5041897598, in the subject line of the email and in the body of the email please advise of the refund option you prefer the 100 percent store credit refund to your Zenni account or the 50 percent refund to the Apple Pay account you used to pay for the order.
  
  We will email you instructions to return the glasses to us for the refund option you select, and we will also email you a prepaid mailing label to use for return postage.
  
  We look forward to hearing back from you with your refund choice,in the hope that this will lead to a successful resolution of this matter.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18226765
  
  I am rejecting this response because:it is essentially the same as the last message I rejected, and makes no effort to solve the issue. 
  
  Sincerely,
  
  KL

  

  Business Response

  Date: 10/19/2022

  Thank you for posting your most recent rejection of our response to your Zenni complaint on the Better Business Bureau website.
  
  We are sorry that this continues to be a matter of concern.
  
  We do not have a different response to the one we provided in our most recent previous to your Zenni complaint.
  
  When a customer orders a pair of eyeglasses in a frame that does not fit them well, the refund options are either a 100 percent refund in the form of store credit to the customers Zenni account or a ******************************************************** this case an Apple Pay account.

  These are the terms to which you agreed when you placed your order, and we apologize for any dismay you experienced as a result.
  
  Moreover, these refund options are available only upon the return of the eyeglasses.
  
  Therefore, we invite you to telephone Zenni Customer Service,at **************, and please provide the order number, o5041897598, to the customer service representative who answers.
  
  When you advise of the refund option you prefer the 100 percent store credit refund to your Zenni account or the 50 percent refund to the Apple Pay account you used to pay for the order we will email you instructions to return the glasses to us for the refund option you select, 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, o5041897598, in the subject line of the email and in the body of the email please advise of the refund option you prefer the 100 percent store credit refund to your Zenni account or the 50 percent refund to the Apple Pay account you used to pay for the order.
  
  We will email you instructions to return the glasses to us for the refund option you select, and we will also email you a prepaid mailing label to use for return postage.
  
  We look forward to hearing back from you with your refund choice,in the hope that this will lead to a successful resolution of this matter.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18226765
  
  I am rejecting this response because it continues to propose an outcome which is in violation of US Advertising law. Zenni is breaking the law in a brazen manner. Nothing less than a full and complete refund (not store credit) will be accepted. 
  
  Sincerely,
  
  KL

• Initial Complaint

  Date:10/13/2022

  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.

  Ordered a pair of glasses from Zenni.The glasses arrived and the lenses were completely wrong, I could not see anything.I notified the company the same day I received the glasses to tell them that they are wrong, and to request a refund so I could get my glasses ASAP.They refused everything, they offered another 2 week wait, after an "inspection". Phone calls and chats, they are taking 50% of my money regardless, or giving me a store credit which I would never ever use,.These glasses were sent back the same day received and these people do everything they can to delay and keep your money. I don't have 2 weeks to wait for another pair of glasses, and they are taking my at least 50% to 100% of my money.

  

  Business Response

  Date: 10/14/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the first order we see that you have placed with us, order o3310760445, placed on September 27, 2022.
  
  We were sorry to read that you could not see well through the lenses of the standard progressive eyeglasses you ordered in full-rim,rectangular, flexible-plastic, tortoiseshell frame ******, with a frame width of 133 millimeters.
  
  Consequently, we apologize for any dissatisfaction you experienced as a result.
  
  As we advised when you contacted us about this matter, if you return the eyeglasses to us for an inspection, and enclose a copy of the prescription you received from your eye doctor along with confirmation of how the pupillary distance (PD) was obtained self-***********, friend or family member ***********, or eye doctor *********** and these items match what you entered, we will inspect the glasses to determine whether there are any manufacturing errors on the glasses.
  
  As we also advised, if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to issue a full refund of what you spent on this eyeglasses order to the PayPal account you used to pay for it in lieu of a free remake of the glasses.
  
  However, if anything was entered incorrectly on the order, we can offer you 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 glasses.
  
  Insofar as the notes in the database record of the order show that you also stated that the frame did not fit you well, we are sorry about this matter, as well.
  
  Therefore,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: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to.

  
  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.

  
  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: https://help.zennioptical.com/hc/en-us/articles/360049904633-How-Do-I-Find-My-Frame-Size-.

  
  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: https://www.zennioptical.com/best-eyeglasses-for-your-face-shape.

  
  We hope that this information is helpful, and we look forward to receiving the returned eyeglasses with the copy of the prescription and confirmation as to how the PD was obtained, so that we can inspect the glasses and email you the inspection results, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18210769
  
  I am rejecting this response because:
  
  

  As stated a dozen times, the script is On Record & CORRECT. You messed up the lenses & fail on every level to make me whole. The product was sent back the same day I received them. The ***** color is correct, the Fit is awful. You have now held my money without consent, you have said that youre doing an investigation WITHOUT MY AUTHORIZATION. 
  Your company has failed at every turn, with a complete & utter disregard to the facts.

   

   Based on your HIGHLY unethical & total disrespectful conduct toward customers there is NO WAY Id Ever do business with you again. You have NO right to my money, and all trust is gone.

  Refund my funds is the ONLY Option, you dont have a right to mow over dissatisfied customers & force us to adhere to policies that are frankly the lowest level of concern for Us. 
  Refund my money, you have the glasses. When is it enough for you folks. ************************************** only a year & over 300 total.

  My mistake was that I didnt research you better. You need to do the right thing.

  Final answer. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/14/2022

  As we advised, if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to issue a full refund of what you spent on this eyeglasses order to the PayPal account you used to pay for it in lieu of a free remake of the glasses.

  
  However, if anything was entered incorrectly on the order, we can offer you 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 glasses.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18210769
  
  I am rejecting this response because:
  
  

  I returned the product & you need to refund All of MY money. When a customer says Ill never do business again with you company, that means, A Store credit is Unacceptable. Return my Money. 

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

  

  Business Response

  Date: 10/14/2022

  Thank you for posting your latest rejection of our response.

  As we advised, if our inspection finds any manufacturing errors on the glasses, we can issue a full refund of what you spent on the order.

  However, if we find no manufacturing errors on the glasses, the refund options will be a ******************************************************************* a 50 percent refund to the PayPal account you used to pay for the order.

  We hope that we have clarified our refund options to your understanding.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18210769
  
  I am rejecting this response because: Outrageously wrong.

  refund my money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/08/2022

  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 placed in order with Zenni on October 4. My credit card info was accepted.On October 8 I checked the status of my order. It states FRAUDULENT. I call Zenni. They cancelled my order I look at my credit card statement and see that I was charged and the Zenni reversed the charge This is COMPLETELY their error. I chatted with Zenni and was told I would get a 10% discount for my trouble. I go online and enter the discount code. Instead, Zenni charged me over $3 more than the original order!I go back to Zenni, ask them to fix it and they refuse.WHAT? They cancel my order due to their error. They tell me they are giving me a discount and will expedite my order and they charge me more money that they did the first time?

  

  Business Response

  Date: 10/11/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website on October 8, 2022.
  
  We are sorry to advise that we do not see any orders placed by a person with your name and email address more recently than orders you placed on October 29, 2021, and November 1, 2021.
  
  We addressed the issues about which you posted Better Business Bureau complaints on November 8, 2021, November 10, 2021, and November 18, 2021, in responses posted on November 9, 2021, November 10, 2021, and November 19, 2021.
  
  Therefore, we invite you to reply to this response with the order number of the order you placed on September 17, 2022, and the email address that is the Zenni username that was used for this order, since the email address you included in your Better Business Bureau complaint brought up only these two 2021 orders.
  
  We look forward to hearing back from you with the order number of the order you placed on September 17, 2022, and the email address that is the Zenni username that was used for this order, so that we may look up this order, research this matter, and, we hope, resolve it to your satisfaction.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18185388
  
  I am rejecting this response because:

  The order exists and is in my history:

  ORDER DATE: October 4, 2022
  STATUS: ( Fraudulent )
  Ship to:  Carrie Monks

  #o4268958742
  

  Total (USD): $20.45
  View Details
  #******View Prescription 
  
  REORDER THIS ITEM
  

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

  

  Business Response

  Date: 10/13/2022

  Thank you for posting your rejection of our response to your Zenni complaint on the Better Business Bureau website.
  
  We appreciate that you provided an order date, an order number,and a dollar amount.
  
  Insofar as you included the order status Fradulent, this suggests why, when we entered the order number you provided, no order shows ** in our customer service database.
  
  We are sorry that we could not find this order in our customer service database, and we apologize for any dismay you experienced as a result.
  
  However, because you did not include an email address that is your Zenni username, and because we have customers who share your name but are in different locations and have placed orders with different email addresses that are their usernames, we again invite you to provide the email address that is your Zenni username.
  
  Moreover, we recommend that you telephone Zenni ***************** at **************, and provide this email address that is your Zenni username to the customer service representative who answers.
  
  We look forward to hearing back from you, in the hope that we may resolve this matter to your satisfaction.

• Initial Complaint

  Date:09/29/2022

  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.

  I ordered glasses on March 26, 2022. The frames were a very cheap plastic and broke after 3 wears. I contacted the company who tried to say they offer a 30 day warranty which makes zero sense as it takes about ******************************************************** 100% credit to reorder. I sent pictures as they requested of the broken glasses. They then wanted me to dig in the trash and recover the broken glasses to send them back prior to issuing me a credit. I explained the house keeper likely thought they were a broken toy or trash. They then tried to offer me a 50% refund that I never got. I went to the eye doctor got a new prescription and attempted to order more glasses only to hear they aren't honoring anything we spoke about due to the time frame. I get my eyes checked once a year and insurance replaces glasses once a year meaning the glasses should last a year. This company should be liable for the quality of the glasses and frames they sell. I am requesting a full refund!

  

  Business Response

  Date: 09/30/2022

  Thank you for posting your Zenni review of the first order for eyeglasses you placed with us, order o3732186228, placed on March 26, 2022.
  
  We were sorry to learn that the frame you selected full-rim,rectangular, plastic, pink frame ******, with a frame width of 131 millimeters broke.
  
  Consequently, we apologize for any dissatisfaction you experienced as a result.
  
  Since you mention the 30-day warranty period, we want to confirm that the warranty period starts the day the eyeglasses order is delivered.
  
  In addition, since you state that it takes about 30 days to get the product, we want to confirm that we mailed the eyeglasses order to you on April 4, 2022, via Standard shipping by the U.S. *************** which comes with a seven-14-business-day delivery-time promise. The order was delivered to you shortly after we mailed it to you, not 30 days after you placed the order.
  
  Nevertheless, as a customer service exception, since you no longer had the glasses to return them to us, on September 29, 2022, we issued a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account.
  
  We hope that this 100 percent store credit refund resolves this matter to your satisfaction.
  

  Customer Answer

  Date: 10/01/2022

  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. It still means I have to purchase more glasses.  I hope the quality is better on the next pair.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/29/2022

  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 placed an order for 2 pairs of glasses September 17, 2022. According to shipping records, they were sent out September 24,2022. **** stated that the package had been delivered September 26,2022 however, the package is not in my locked mailbox. I called the company 3 days in a row and received multiple answers. I was told that the glasses were being remade but it turned out that no order was placed to to have the glasses remade. I asked for confirmation of their process. Despite the promise to receive these email updates, I never received the updates. Funny enough, when I called asking about the process to receive a refund, I received an email from them refusing to refund my money and offering me a discount on a future order. Why would I EVER place an order from this company again, as they have been dishonest throughout this whole process.

  

  Business Response

  Date: 09/29/2022

  Thank you for posting your most recent Zenni complaint regarding the eyeglasses order you placed on September 17, 2022, order o5066903492, which we were sorry to learn you did not receive, even though the U.S. ************** advises that this eyeglasses order was delivered to you on September 26, 2022.
  
  As we stated in our response to your previous Better Business Bureau complaint, number ********, posted on the Better Business Bureau website on September 28, 2022, you are a longtime, valued customer, and we profusely apologize for any dissatisfaction you experienced as a result.
  
  We see a note in the database record of the order that we advised that we will issue a free remake of this order for two pairs of eyeglasses one of them a pair of premium progressive eyeglasses with our Blokz blue-light-blocking feature, in half-rim, rectangular, stainless-steel,silver frame ******, with a frame width of 135 millimeters the other one a pair of premium progressive gray sunglasses, in full-rim, rectangular,flexible-plastic, black frame *******, with a frame width of 137 mm.
  
  We provided this same option to you when you did not receive your order o3469735759, placed on December 2, 2022, with a free remake of the glasses from that order in order o3549342703.
  
  We see that your most recent order, o5084365669, for one pair of premium progressive eyeglasses with gray photochromic (light-sensitive,auto-tinting) lenses and Blokz, placed on September 24, 2022, was mailed to you today, September 29, 2022, with the U.S. ************** tracking number 9400136109361841450825.
  
  We hope that you will accept our offer of a free remake of the eyeglasses order o5066903492.
  
  However, if you do not want the remake of these two pairs of eyeglasses, insofar as you are a longtime, valued customer, we will be happy to make a one-time customer service exception to issue a full refund of what you spent on this order, $164.39, to the PayPal account you used to pay for it.
  
  We will include a note in the database record of the order,informing our lab that if you contact us via telephone, at **************, or via Chat (by clicking the button labeled Support at the lower right-hand corner of every page of the Zenni website), or by emailing us, at *********************************** and putting your order number, o5066903492, in the subject line of the email, and advising of your choice either for the free remake or the full refund in the phone call, Chat, or email, we will be happy to issue either the free remake or the full refund.
  
  We hope to hear back from you with your confirmation that you would like the free remake or the full refund, either of which we will be happy to issue.
  
  We also hope that this will resolve this matter to your satisfaction.