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:09/28/2022

  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 2 pair of glasses from this company. The glasses where shipped September 24,2022. According to the tracking information, the glasses were delivered per the **** as of September 26,2022. However, the glasses were never received. I have a locked mailbox, so no one could have taken the glasses out of my box. I called several times over the next 3 days and was given a different story every time I called. Today, I was promised an email regarding the glasses, which never came. When I asked for the policy to have my money returned to me, I was told that I should just wait. Once I ended the call, I was sent an email refusing to refund my money for glasses I never received along with a discount off of a future order. Why would I EVER order from this company again, as I was lied to several times regarding this order. I NEVER received the glasses and at this point. I just want a refund for glasses I never received and an apology for the very poor customer service I received.

  

  Business Response

  Date: 09/29/2022

  Thank you for posting your Zenni review of 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.
  
  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 Blokzblue-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.

• Initial Complaint

  Date:09/03/2022

  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 had an eye exam in June of 2021 and then I submitted the prescription to Zenni Optical and purchased two pair of glasses, that were not the right prescription. The reason this is not filed within a year because not discover it was the wrong prescription until I returned to have a new exam this year. While I understand this is beyond their 30 day policy, the prescription was so erroneous, I feel compelled to file a complaint. Wearing the wrong glasses for a year certainly was not good for my eye health. The loss of funds are small in comparison to spending a year wearing the wrong prescription. They cannot be trusted. Because I alternate contacts with glasses, it is my hope any eye damage would have been minimized.

  

  Business Response

  Date: 09/06/2022

  Thank you for posting your Zenni complaint about the first order we see that you have placed with us.

  
  We were sorry to read your comment that the prescription in the glasses you ordered on June 28, 2021, in order o3972329479, does not seem to be correct.

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

  
  As you acknowledged, this order is more than one year past its 30-day warranty period, which starts the day the glasses are delivered.

  
  If you place a new order with us for eyeglasses, and you find that you cannot see well with the eyeglasses, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you when you provide the order number.

  
  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 alternatively email us, at *********************************** and if you choose that communication method, please put the order number in the subject line of the email, and please attach a copy of the prescription you used to place the order to the body of the email.

  
  We hope that you will place a new order with us, and we also hope that you will be satisfied with those eyeglasses.

  
  However, if you have any issue with them, please contact us via one of these communication methods, within the first 30 days of having received the eyeglasses, and we will be happy to assist you.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17902112
  
  I am rejecting this response because they are not taking responsibility for the shoddy work. While working from home (because of the pandemic) the glasses were ok because I was close to my computer. But upon leaving and seeing my doctor, they confirmed they prescription is off. My eyes have not changed that much.  I love the if you want to order with us again jargon. i cannot order with a company that not trustworthy. too bad too. The same people who loved my glasses will not get this part of the story as well.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/07/2022

  Thank you for posting your rejection of our response.

  Once again, because you contacted us about these eyeglasses more than one year after the warranty period had been received, we are sorry to confirm that we cannot accept the eyeglasses back for an inspection or for one of our two refund options.

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

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17902112
  
  I understand your limitations. It is what it is.

  I am disappointed that I have to file this claim and tell you the work was shoddy. I would rather have had the product I paid for.  You are limited in your ability resolve the issues. I get it. 

  Hopefully others can trust your labor in the future. As we know, I won't be wasting time going forward. 

  
  All the best,
  
  *********************

• Initial Complaint

  Date:09/02/2022

  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.

  Buyer beware!I decided to file a complaint here after reading the companys (Zenni) responses to other customers posting here on BBB. The responses from this Zenni employee are condesending, rude, sarcastic, and completely unproffesional. I bought a pair of glasses from Zenni a few years ago and didnt have a problem. I actually raved about Zenni to alot of people. My most recent purchase 2022 I accidentally bought a pair of glasses that would fit a small child... **Excited to see the Zenni acct respond with "We are deeply sorry you ordered the incorrect glasses and we are very sorry you failed to read the sizes correctly". Read a few other reviews and you will quickly see what im talking about.I immediately contacted customer service and explained what happend but was told that Zenni does not provide refunds. My only option was store credit upon returning the glasses, but they could not guarantee 100% of the money I spent would be payed back to me as store credit... (Seriously)This companys return/exchange policy is borderline fraudulent and iv yet to encounter another company that does business like this. ***Cue Zenni customer services sarcastic response! "We are so sorry to hear your negative opinion based on you ordering the wrong size glasses".***I expect these policy and procedures to eventually catch up to them and continue to drive away customers like myself and all the others who posted on here.Really looking forward to the sarcastic and aggresive responses by the Zenni employee running this sites account. I will be contacting Zenni in hopes to find out who is running the account on here.

  

  Business Response

  Date: 09/06/2022

  Thank you for posting your Zenni complaint about the eyeglasses you ordered on July 4, 2022, in order o4877535188 single-vision distance eyeglasses in full-rim, rectangular, mixed-material, gray frame 764812,with a frame width of 129 millimeters.
  
  We were sorry to read that this eyeglasses frame did not fit you well, and we apologize for any disappointment you experienced as a result.
  
  It was good to see that you returned these eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account.
  
  If you plan to use the store credit toward the payment of a new pair of eyeglasses in a frame that will fit you well, we want to recommend the information we provide in an infographic found toward the middle of the bottom of every page of our website, How to Measure Your Frame Size: 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-.

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

  
  

• Initial Complaint

  Date:08/31/2022

  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.

  I had the same problem as most of the others. I re ordered progressive glasses of the same style with a fresh but unchanged prescription and could not see clearly at any distance over 3 feet. The last pair were fine for reading, compuer, tv etc. They verfied the new ones were the same progressive type and script as the ones i was replacing, and should have the same distance visability. They then offered to credit my account minus shipping, or refund 50% to my card once they recieved the glasses. After wasting another 20 minutes messaging and uploading my prescription again, thinking that answering the additional 50 questions and verifying my prescription was unchanged would lead to a reasonable solution that didn't leave me without any glasses at all for weeks, they said they would do the above only after inspecting the glasses. It was like trying to smell the color green! All that trouble to get the same options, only now it will take longer and they might decide to not credit me? They have gone downhill badly.

  

  Business Response

  Date: 09/01/2022

  Thank you for posting your Zenni review of your most recent order for mid-range workspace progressive eyeglasses.
  
  We were sorry to read that you cannot see as well with these eyeglasses as you can with the pair in the same prescription and same prescription type that you ordered in May 2021.
  
  Consequently, we apologize for any disappointment you experienced as a result.
  
  These mid-range workspace progressive glasses were delivered to you on August 13, 2022, according to the U.S. ************** website.
  
  This means that your order is within its 30-day warranty period, which starts the day the glasses are delivered.
  
  Therefore, we invite you to telephone Zenni Customer Service,at **************, and please provide your order number, o4140343937, to the customer service representative who answers.
  
  Please advise that you cannot see objects past three feet away, which is the vision distance provided by near-range workspace progressive eyeglasses, whereas mid-range workspace progressive eyeglasses should provide good vision up to at least 10 feet away.
  
  When you confirm that you entered the prescription and pupillary distance (PD) the same way as you did on your May 5, 2021, order, o3783539386,and advise that you would like to return these eyeglasses to us for an inspection, the customer service representative will email you instructions to return the glasses to us for an inspection, and they will also email you a prepaid mailing label to use for return postage.
  
  When we have received and inspected the glasses, we will email you the inspection results. If we find any manufacturing errors on the glasses, we will offer to remake them for you for free. If we find no manufacturing errors on the glasses, we can return them 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 PayPal account you used to pay for the order.
  
  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, o4140343937,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 for an inspection.
  
  We will email you the return-for-inspection instructions and the prepaid mailing label.
  
  We very much hope to hear back from you, so that we may receive the glasses for an inspection, which we hope will lead to a successful resolution of this matter.

• Initial Complaint

  Date:08/29/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, Please help me. My recently turned 4 year old has been wearing glasses since she was two. At her 3 year old checkup (a year ago) she received a prescription from her eye doctor which we gave to zenni and ordered glasses through them. My daughter just had her yearly check up again (4 year old checkup) and the optometrist stated her eyes are not better as they should be and asked why there was no prescription in her glasses. I was dumbfounded. Here not only one, but TWO of the pairs of glasses she has been wearing everyday were pretty much fake! No prescription! She has pretty much not been wearing glasses for a whole year since they had no prescription and her eyes are no better! I feel so bad, she was only 3-4 she has no idea what theyre supposed to be like. I would never check as I dont have glasses/ I would assume whoever I purchase them from would be doing their job of putting the prescription in them.. zenni told me to send them back so they can investigate and see if its their fault and then theyll remake them wtf I dont even want their product anymore theyve hurt my childs vision for a year and thats all they have to say? If I had a lot of money to spend I would definitely be hiring a lawyer for this case because I dont think theyd be very fond of it. I put a post on ******** for people to check their glasses. You wouldnt believe the amount of people who have no prescription or altered prescription!!! This is so wrong and sad

  

  Business Response

  Date: 08/30/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website.
  
  We were very sorry to read your description of your daughters experience with these eyeglasses, and we apologize for any distress you and she experienced as a result.
  
  You returned the four pairs of eyeglasses from your order o4072014311,which was placed on August 9, 2021, since we made a customer service exception on your behalf to extend the warranty period to enable you to return these eyeglasses for an inspection.
  
  We have received the glasses you returned, and we will inspect them soon. When we have inspected the glasses, we will email you the inspection results.
  
  We see that your most recent order, o4572705483,placed on March 3, 2022, includes two pairs of eyeglasses with this same prescription and pupillary distance (PD).
  
  However, we see no notes in the database record of this order indicating that you contacted us about any issue your daughter experienced with these eyeglasses.
  
  We thank you again for posting this Zenni complaint, and we hope that when we email the inspection results to you, this will enable us to resolve this matter to your satisfaction.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17792174
  
  I am rejecting this response because:

  It is irrelevant and makes no sense. You people made two pairs of glasses with 0 prescription. You extended the customer service warranty period in my favor ? Lol what a joke you are the ones who made fake glasses that my 3 , now 4 year old had been wearing for a year!!! What does this have to do with the pairs ordered in March that have a prescription in them? Please provide a relevant response , rather than some scripted c*** I already know . 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/01/2022

  Thank you for posting your rejection of our response.
  
  We are sorry that we have not yet inspected the glasses you returned to us, and we hope to inspect them soon.
  
  When we have inspected them, we will email you the inspection results, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17792174
  
  I am rejecting this response because: nothing happened 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/01/2022

  Thank you for posting your rejection of our response.
  
  We are sorry that we have not yet inspected the glasses you returned to us, and we hope to inspect them soon.
  
  When we have inspected them, we will email you the inspection results, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17792174
  
  I am rejecting this response because: nothing has been done 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/06/2022

  Thank you for posting your rejection of our response.
  
  We are sorry that we have not yet inspected the glasses you returned to us, and we hope to inspect them soon.
  
  When we have inspected them, we will email you the inspection results, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 09/06/2022

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

   

  this place isnt doing anything 

• Initial Complaint

  Date:08/26/2022

  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 a pair of glasses for my daughter August 17th and got an email stating they were delivered that Saturday August 20th. I checked the mail and they weren't there . I waited two days to make sure they just didn't get delivered Saturday. I checked with neighbors and talked with the post office . My daughter needed glasses as soon as possible she had lost hers and was wearing the backup pair but they were broken on the side . I went to our eye doctor and placed a new order through them because we were very desperate. I emailed to find out what was going on the only thing they could say to me is to talk to the post office and get back with them . I did this and then they told me they could remake the glasses or give me a credit to their website but wouldn't be a full credit . I spent 43 dollars might not be much but it's the fact I'm without the glasses I paid for and the customer service representative is being rude about it all. I already ordered a new pair with the eye doctor why would I want them to replace what I didn't get when I had to go do that and spend more money . Then offering me a store credit which I won't ever be using again because of not receiving the ones I paid for and them stating they can't help me its not their fault **** messed up. Beware they will not refund you back the original payment regardless of the situation.

  

  Business Response

  Date: 08/29/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website.
  
  We were sorry to read that, although the U.S. ************** website advises that your eyeglasses order, o4986506706, was delivered to you on August 20, 2022, you did not receive the order.
  
  Consequently, we apologize for any dismay you experienced due to this matter.
  
  We were disappointed to learn that you declined our offer of a remake of the eyeglasses or a full refund of what you spent on the order in the form of store credit to your Zenni account.
  
  Nevertheless, we hope that you will accept our offer of a free remake of the glasses you ordered for your daughter, and if you do, she will have these as a backup pair of glasses should anything happen to the glasses you ordered locally.
  
  If you were to select the full store credit refund, you would be able to use the store credit toward a new purchase for eyeglasses.
  
  We thank you again for posting your Zenni complaint, and we hope that you will change your mind and contact us to advise that you would like the free remake, which we hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17783061
  
  I am rejecting this response because: I did not receive them and they were not delivered. Also because I had to go spend  more money for a new pair she has the ones that are broken on the side as a back up incase something happens to the ones I bought local. Why would I want a store credit to get eye glasses from your business if I didn't receive the first pair I ordered  or have you remake them and then not receive them again ? 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/30/2022

  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.
  
  Therefore, we are going to make a customer service exception to issue a full refund of what you spent on this order, $53.73, to the PayPal account you used to pay for it.
  
  You should receive an email from our lab later tonight or tomorrow, confirming the full refund of $53.73 to your PayPal account with a transaction number.
  
  Once again, we are sorry that you did not receive these eyeglasses for your daughter, and we hope that this full refund resolves this matter to your satisfaction.

  Customer Answer

  Date: 08/30/2022

  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. I appreciate this very much and thank you .
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/26/2022

  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 an order on 8/11/22. To date I have not received my order. I have repeatedly asked Zenni for a full refund. They offered 1/2 refunded and expediting my glasses from *****. I was told 8/20/22 I would have my glasses, to date they are still in ***** and no where close to being shipped. To no fault of mine I have asked for a full refund and after not knowing the status I know want the full refund of ***** that I paid. I have email threads of them saying I would have my glasses with a few days but 7 days later they are still in production in *****! I have ordered from Zenni for 2 years and have always had my frames 7 days from the order. They said they credited me ***** I should see it in a few days but I want the remainder of what I paid. My glasses were never in production they dropped the ball and will not cooperate in refunding my money. I have been stressed out all week going back and forth and my glasses are no where in shipping. They owe me a full refund because they made the mistake. Please help me.

  

  Business Response

  Date: 08/26/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website.
  
  We were sorry to read that you are upset at the delivery time of your standard progressive gray sunglasses with our Blokz blue-light-blocking feature.
  
  Consequently,we apologize for any dismay you experienced as a result.
  
  You placed this order on August 11, 2022, with a free-U.S. shipping promotion, and the delivery-time promise for shipping to U.S. residences is seven-14 business days from the date the order was placed. The 14th business day after August 11, 2022, is August 31, 2022.
  
  However,because you expressed your dissatisfaction at the delivery time to us, we made a customer service exception to switch your shipping method to Express shipping at no charge to you, with this tracking number: 277264577590.
  
  We looked up this tracking number at the Federal Express website, and ***** advises that they expect the sunglasses to be delivered to you on August 30, 2022.
  
  In addition, insofar as you requested that we cancel the order beyond the first 24 hours after it was placed, which is the timeframe during which we can cancel an order and fully refund to the customer what they spent on it, we made another customer service exception, on August 25, 2022, and refunded half of what you spent on these sunglasses, $45.94, to the credit card you used to pay for them.
  
  We hope that switching the shipping method and refunding half of what you spent on this sunglasses order will resolve these matters to your satisfaction, and we also hope that you will be pleased with the sunglasses when you receive them.

• Initial Complaint

  Date:08/24/2022

  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 purchased prescription eyeglasses and paid for express shipping! I got the glasses and immediately knew something was wrong, I couldnt see out of them and they made me sick! I went to my eye doctor to have them read the prescription in the glasses and she told me that the prescription was way off in the left eye! I contacted Zenni and was given two options 1 I was told I could return them for store credit so I said I could do that because it would be faster for me to return them and reorder and hope they get it right the second time vs sending them back for inspection and remake which the representative couldnt give me a time frame of how long that could take and I need the glasses ASAP which is why I opted for 3-5 day shipping and paid an extra $19 to begin with! My other option was to return them and receive 50% of my money back excluding any discount applied and shipping cost! Why do they feel its ok to keep 50% of someones money plus the shipping and discount cost if they made the mistake and didnt get the prescription right! That is a total rip off and I want what I paid back which was *****! I dont want to do business with this company again after this, I dont even want them making my glasses anymore! Oh and not to mention the glasses are way to big for my face!

  

  Business Response

  Date: 08/25/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website, which gives us another opportunity to address this matter.
  
  We were sorry to learn that you could not see well with the single-vision eyeglasses with our Blokz blue-light-blocking feature you ordered from us on August 20, 2022, and we apologize for any dissatisfaction you experienced as a result.
  
  We are also sorry to learn that the frame you selected full-rim, oval, flexible-plastic,clear frame *******, with a frame width of 144 millimeters is too big for your face.
  
  We apologize for this matter as well.
  
  When you contacted us on August 24, 2022, to report that you could not see well with these eyeglasses, we asked you to provide a copy of the prescription you received from your eye doctor.
  
  We were also sorry to see that the prescription values you entered on your order did not match those on the prescription you received from your eye doctor.
  
  Ordinarily,in a situation such as this, we would advise that the refund options for a customer who enters the prescription incorrectly on their order are either 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, in this case a credit card, for the order.
  
  We provide 50 percent refunds to the source of payment because we cannot reuse eyeglasses that customers return to us for the refund; we can only donate or discard them.

  Since you mentioned that the frame was too big for you, in a situation such as this we would advise of our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to.
  
  However,since you advise that you do not want to order eyeglasses from us again, we confirmed that we will make a one-time customer service exception on your behalf to issue a full refund of what you spent on this eyeglasses order, $74.63, to the credit card you used to pay for the order when we receive the returned eyeglasses.
  
  We again want to express our disappointment that this order did not work out for you,and we hope that the full refund we will issue upon the return of the eyeglasses will resolve this matter to your satisfaction.

• Initial Complaint

  Date:08/15/2022

  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.

  Ordered sunglasses from same prescription that I had on file with Zenni from a previous order and when the sunglasses were delivered I couldnt focus and my eyes were blurry How can the same prescription work for one pair and not the other Now I only get 50% refund not included shipping and its not my fault I find this highly deceptive practices and Ive seen many other similar complaints about same

  

  Business Response

  Date: 08/15/2022

  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 dark **** single-vision sunglasses you ordered with a silver mirror finish in full-rim, square, plastic,translucent mist-colored frame ******, with a frame width of 138 millimeters.
  
  Insofar as the prescription and pupillary distance (PD) you used on this order, placed on July 30, 2022, match the prescription and PD you used on your previous order, o4855206953,placed on June 25, 2022, we apologize for any dissatisfaction you experienced due to the blurry vision you are experiencing with the sunglasses from the most recent order.
  
  Although we emailed you instructions to return the sunglasses to us for a 50 percent refund to the PayPal account you used to pay for the order, if you would like us to inspect the sunglasses instead, to determine if we made them correctly, please enclose with the sunglasses a note requesting an inspection instead of the 50 percent PayPal account refund, and please also enclose a copy of the prescription you received from your eye doctor. If the PD is not on the prescription, please advise how it was obtained self-measurement, friend or family member measurement, or eye doctor ********************** we inspect the sunglasses and find any manufacturing errors, we can offer to remake the sunglasses for you for free.
  
  We are eager to receive the sunglasses, and we hope that you will include with the sunglasses a note requesting an inspection and the copy of the prescription and PD confirmation, which we also hope will enable us to resolve this matter to your satisfaction.
  
  Of course,if you are not interested in an inspection and would just prefer the 50 percent PayPal refund, we will issue this refund within 14 business days after the sunglasses have been received.
  
  We hope that if this is your choice, the 50 percent refund will resolve this matter to your satisfaction.
  

• Initial Complaint

  Date:08/10/2022

  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 have previously purchased glasses and had no problem. The pair I received today-have a glare effect and I can’t read far away. I called today when I received them and was told I can only get 50% of what I paid based on their refund policy. That is unacceptable to me and I have not found that in any of the marketing material that I have. The return option is a 100% credit or only 50% of what I paid. I will not be using them again, so a credit is insufficient.
  
  There is no information on the refund policy only contact information and a possible refund authorization number. It does not state the policy of limited refund.

  

  Business Response

  Date: 08/11/2022

  Thank you
  for posting your Zenni complaint on the Better Business Bureau website.
  
  We were
  sorry to read that you are experiencing glare when you look through the lenses,
  that you cannot read with these single-vision eyeglasses with gray photochromic
  (light-sensitive, auto-tinting) lenses and our Blokz® blue-light-blocking
  feature, that you declined to return the glasses for an inspection, and that
  you object to our return policy, which offers 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 source of payment, in this case a credit card.
  
  Consequently,
  we apologize for any dissatisfaction you experienced as a result.
  
  Insofar as
  you are experiencing glare with these eyeglasses, and you ordered the super
  hydrophobic anti-reflective coating, we are disappointed that you declined to
  return the glasses to us for an inspection. If we were to inspect these
  eyeglasses, and if we were to find any manufacturing errors, we would offer to
  remake the glasses for you for free.
  
  Since you
  advise that you cannot read with these eyeglasses, we wonder if you had
  intended to order progressive eyeglasses, which provide three focal fields –
  distance (driving), intermediate (computer), and near (reading) vision on the
  lenses – as you did on the previous six orders you placed with us, since these single-vision
  eyeglasses provide only distance vision.
  
  We were
  also sorry to read that you seemed to be unaware of our return policy, since we
  advised of the return policy’s refund options of either a 100 percent store
  credit or 50 percent credit card refund when you contacted us on February 2,
  2021, regarding the segment height of the progressive corridor on the standard
  progressive eyeglasses with Blokz® from your order ***********, placed
  on January 12, 2021.
  
  Therefore,
  we hope that you will change your mind about returning these eyeglasses to us
  for an inspection or for one of these two refund options, in the hope that we
  may resolve this matter to your satisfaction with a free remake if our
  inspection finds any manufacturing errors on the glasses or one of our two
  refund options.