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:08/06/2022

  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 these glasses a couple of weeks ago I made sure that I used Verbatim what my prescription had on it because I didn't want to make any mistakes when I got the glasses today I put them on I can see perfectly fine from the bifocal but can't see nothing from the top part and I do wear glasses so I called about it and the lady is going to tell me that I made a mistake on my prescription and put negative when it should be positive no I did not I put actually positive I was excited about the glasses because they cost ****************************************************************************************** well the problem was was that I had put a negative polarity instead of a positive and those frames don't take a positive polarity so I have to get another friend well I had spent two hours looking at frames on their website and I didn't like any except for the one that I had picked so I asked for a full refund she said no she can only give me 50% because it was my mistake on the prescription I didn't make a mistake on the prescription and what it showed up was not what I had put in there I put the precisely what my prescription has on it and now she's telling me that they will only give me back 50% of my money I believe I am entitled to all of my money and they can have their faulty glasses back I don't personally care what they do with them

  

  Business Response

  Date: 08/08/2022

  Thank you for posting your Zenni complaint about the first order for eyeglasses you placed with us. We were sorry to learn that you inadvertently entered minus Spheres for your bifocal eyeglasses when your prescription calls for plus Spheres.
  
  We understand that such mistakes can happen, especially with new customers. Consequently,we apologize for any confusion or misunderstanding you experienced when you placed the order, and for any dismay you experienced when you received your eyeglasses and found that you could not see distances.
  
  Moreover,we are also sorry that the frame you selected full-rim, oval,stainless-steel, spring-hinged, gunmetal **** frame *******, with a frame width of 137 millimeters and a pair of magnetic snap-on polarized sunshades will not accommodate a prescription with plus Spheres.
  
  This is confirmed on the lower left-hand side of the page with the enlarged picture of the frame, under SPECIFCATIONS, in the category Details, which shows the prescription range for the frame is -6.00-0.00.
  
  It was good to read that you confirmed to our customer service representative that you will return these eyeglasses for a 100 percent refund of their price in the form of store credit to your Zenni account, so that you may use the store credit toward the payment of a new pair of bifocals with plus Spheres.
  
  However, we were sorry to read that you have been unable to find another frame you like to order your bifocals with plus Spheres. Therefore, we want to recommend that under SHOP ALL, on the lower left-hand side of every page of the Zenni website, you will see the first subcategory, All Glasses. Click on All Glasses, and you will see Filter:,with several following categories. Select Shape (oval) and Size (******* mm),and you will see all our oval eyeglasses frames in sizes that should fit you,since the width of the frame you chose is 137 mm.
  
  We found one, frame model ******, which comes in ****, includes a pair of matching polarized **** sunshades, and has a frame width of 139 mm. It will accommodate a prescription with minus Spheres. This frame costs $19.95, $13.00 less than frame *******, which costs $32.95.
  
  We hope that this information is helpful, and we also hope that, if you do not like frame ******, you are able to find another oval frame that will accommodate plus Spheres, that has a frame width close to 137 mm, and that includes a pair of matching polarized magnetic snap-on sunshades.
  
  If the frame you select does not come with a matching pair of polarized magnetic snap-on sunshades, you may order a pair of clip-on sunshades in a shape and width that will closely match those of the frames shape and width, although it will not be an exact match, like the magnetic snap-on sunshades that are cut to exactly match the size and shape of the prescription lenses are.
  
  Nevertheless,we look forward to receiving your returned eyeglasses, so that we may issue the 100 percent store credit refund, and that you may use the store credit toward the purchase of a new pair of bifocals with the correct prescription, which we hope will resolve this matter to your satisfaction.

• Initial Complaint

  Date:08/05/2022

  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 have been a Zenni customer for many years and spent a lot money with zenni. They constantly have problems with their site and rewards program with hardly any solutions. You constantly have to chat with rep who has no idea how to help. When you email them, they dont respond. I placed an order on Sunday July 31st 2022. Starting Tuesday August 2nd, I have been locked out of my account. No way to check my order or place future orders. I have contacted chat 5 times and not one time have they helped. I have been told to clear browser, use a different browser, use a different device, reset password and did all of those things and I am still locked out. Yesterday a rep told me they cant access my account on their end. Its their website but they have no access and cant help a longtime customer who is locked out of their account. I have wasted so much time chatting with incompetent reps that its beyond ridiculous. And extremely unprofessional when they wont respond to emails. It shows how much Zenni appreciates your business. I will have to find another online company to order glasses from.

  

  Business Response

  Date: 08/05/2022

  Thank you for posting your Zenni complaint of your experience trying to access to your account. We were sorry to learn that you recently have been unable to access your account, and that you have not received effective assistance from our customer service team regarding this matter.
  
  Therefore,we profusely apologize for any dismay you experienced as a result. Moreover, we want to advise that an internal note about this matter states that on August 4,2022, we were finally able to access your account.
  
  We recommended that you try to log in to your Zenni account today, and that the account should be accessible.

  However, if you still are unable to access your account, please telephone us, at **************, and when a customer service representative answers, please ask them to escalate this issue to our Information Technology (IT)team, and our IT team will work on it until your account is restored.

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

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17675735
  
  I am rejecting this response because:
  The account is still not working as of August 5th at 8:03 pm. I contacted chat yesterday,which was the 4th and they said they had no way to access the account. So the remark about it being accessed and now working is false. I will not call them and waste more time to be told they cant fix it. They havent even mentioned why I am locked out to begin with. I have spent a lot of time with emails and chats. Chats that basically told me to do pointless things that still never helped me access my account. Ridiculous, unprofessional and no clue what is going on on their own site or how to fix problems they create. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/08/2022

  Thank you for posting your rejection of our response, which gives us another opportunity to address this matter.

  
  We were very sorry to read that you still were unable to access your account on the evening of August 5, 2022. Consequently, we apologize for any frustration you experienced as a result.

  
  If you still are unable to access your account today, August 8,2022, please telephone us, at **************, and when a customer service representative answers, please ask them to escalate this issue to our Information Technology (IT) team, and our IT team will work on this issue until your account is restored.

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

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17675735
  
  I am rejecting this response because:as of today August 8th the account is still not accessible. As I stated in the last response, I have wasted hours with this ridiculous matter and havent been able to check the status of my order or place any other orders. And the fact that you keep giving the same response shows how serious you take this matter. You dont care that I am locked out or that I cant check on my order or you would have fixed the issue. You want me to call in and waste more of my time to be told to clear my browser or change devices? None of which help A PROBLEM ON YOUR END. I have many friends and family that use zenni and after this they are going to order from somewhere else online. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/09/2022

  Thank you for posting your most recent rejection of our response.We were very sorry to read that your account still was not accessible as of Monday, August 8, 2022.

  
  Consequently, we profusely apologize for the frustration you are experiencing due this matter. Nevertheless, we again ask you to telephone Zenni ***************** at **************, and the customer service representative who answers will contact a representative from our Information Technology (IT) department to work on the issue that has locked you out of your account.

  
  We understand that you have cleared your cookies and cache, so we will not ask you to perform those tasks again.

  
  Nevertheless, we hope that you will contact us to advise that you still do not have access to your Zenni account, and when we hear from you, we will do everything we can to restore your access to your Zenni account.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17675735
  
  I am rejecting this response because:So after being told multiple times to call and waste more time that my account would be fixed, that wasnt true. I just called. They dont even have an actual IT department to speak to. The person you talk to has to email IT and they get back to you within ***** hours by email.Im sure the email will be more clueless things to do that wont work to restore the account. And just as I predicted, the person I spoke to that answered wanted me to do the same ineffective stuff that the 5 previous chat sessions told me to waste my time on. They wanted me to reset my password AGAIN when there was never nothing wrong with it the first time I reset it and it didnt do anything. I know my passwords. I document every single one. This is a login error on their end that they refuse to fix. I am completely blown away by the lack of knowledge and professionalism with zenni. As much money as I have spent on glasses from them and to get zero help after wasting so much time on their website issues is unacceptable. Account still doesnt work. I will be telling everyone that I know that uses them about this and warning future customers via social media that they can lock your account at any time and wont help you fix it. They will just waste your time repeating the same 3rd grade instructions. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/10/2022

  Thank you for posting your latest rejection of our response. We were very sorry to learn that once again, after you took our advice and called again,asking for someone on our IT team to address this matter, we advised that IT would reply within ***** hours via email.

  
  Consequently, once again, we profusely apologize for any dismay you experienced as a result.

  
  We want you to know that we again contacted our IT team and conveyed your message to them.

  
  We are chagrined that this matter has not yet been resolved for you, and we hope that you will be contacted by telephone or email by our IT team soon.

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17675735
  
  I am rejecting this response because:at this point,this whole situation has become a joke. After numerous chats,emails, phone calls and filing this complaintI received an email this morning about my account issues telling me to clear my cookies and cache and to change browsers. After being told IT would fix my problem with my locked account, they told me the same ineffective third grade response that the other previous 10 people I spoke to told me. Im done with this business. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some glasses on July 4th and they havent arrive yet, even though it is past the expected delivery date. The last update on the tracking information is from July 16th see tracking here: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9400136109361536605066

  

  Business Response

  Date: 08/01/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the delivery of your eyeglasses order o4305532724, placed on July 4,2022, for one pair of single-vison eyeglasses with our Blokzblue-light-blocking feature, which we were sorry to learn was apparently lost in transit, since the U.S. ************** website has no more recent updates on the delivery of these eyeglasses than July 16, 2022, when they posted that the glasses were still in transit and would arrive late. Consequently, we apologize for any dissatisfaction you experienced as a result. Moreover, we want you to know that on July 31, 2022, we issued a remake of this order in the new order o4945398169,and at your request, we changed the color of the personalization text to teal.When we have completed and mailed these eyeglasses to you, we will email you the tracking number, so that you may track the shipment of the eyeglasses as it makes its way to you. We hope that this free remake will resolve this matter to your satisfaction, and we also hope that the original order eventually will be delivered to you, too, so that you will have two pairs of glasses for the price of one.

  Customer Answer

  Date: 08/02/2022

  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,
  
  ***** German *******************

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of eyeglasses from Zenni Optical a couple of weeks ago. This was my first time ordering glasses online. I ordered an adult medium, my usual size as a smaller woman with a smaller head. The sizing chart and specifications did not include the temple width, which is where the problem is.They sent me a pair of little kid frames. They hurt to squeeze on and dig into my temples and behind my ears. I surely would have wound up with dents in my head and a terrible headache within hours. I can't see them fitting ANY adult head. I'm uploading photos of them next to my current pair, fully extended. The difference is quite obvious. They are unusable.I contacted Zenni about the mistake (with photos) and they offered me a store credit (minus shipping and handling, which I would have to pay again, and I'd also lose the $15.00 promo I had as a new customer) or a 50% refund, also minus shipping and handling. I also noted that if they send you another incorrect pair, they keep halving the credit/refund over again.At this point, I want to return the glasses for a full refund.

  

  Business Response

  Date: 07/25/2022

  Thank you for posting your Zenni review of the premium progressive eyeglasses you ordered from us, in full-rim, square, plastic, tortoiseshell frame ******, with a frame width of 137 millimeters, and our Blokz blue-light-blocking feature. We were sorry to learn that this frame did not fit you well, and we apologize for any disappointment you experienced as a result. Nevertheless, this order is within its 30-day warranty period, which starts the day the glasses are delivered. Therefore, you may return these eyeglasses to us for one of our two refund options either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for the order. We are sorry to confirm that we do not offer a full refund, nor do we reissue a promo code that a customer has used on a previous order. If you would like to pursue returning these eyeglasses to us for one of these two outlined refund options, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return the glasses for the refund option you select. 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 Zenni page. You may also email us, at *********************************** and if you choose this communication method, please put your order number, o4902273712, in the subject line of the email,and in the body of the email please advise of the refund option you prefer. We will email you the instructions to return the glasses to us for the refund option you select, and we will also email you the prepaid mailing label. Moreover,since the frame did not 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 hope that this information is helpful, and we very much hope to hear back from you, in the hope that we may resolve this matter to your satisfaction.

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17618276
  
  I am rejecting this response because: There is no measurement for temple width anywhere on your website or the links you included here. The fact remains that you sent me small child sized glasses, as evidenced in the photos I attached, and I cannot wear them without pain and injury. They are defective, so you should offer a full refund. I find it appalling that you put the financial responsibility for your mistakes onto your customers.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/26/2022

  Thank you for posting your rejection of our response to your Zenni complaint on the Better Business Bureau website. We post the dimensions of each element of a frame under the enlarged picture of the frame on the Zenni website, under Details. This eyeglasses frame is 137 millimeters wide,which is not a child-size frame. We are sorry that the temple arms narrow at the temple tips, and we are also sorry that we do not provide measurements of the distance between the two temple tips, which is not possible to provide,since the distance between the temple tips will differ, based on the head size of the wearer, and we apologize for any dismay you experienced as a result. There is nothing you stated about this frame that indicates that it is defective,just that you cannot wear it comfortably, and we are very sorry for that.Nevertheless, insofar as we do not offer a full refund for this matter, the refund options of which we advised in our previous response 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 eyeglasses order are available. We hope that you will contact Zenni **************** to confirm which of these two refund options you select.

• Initial Complaint

  Date:07/19/2022

  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 photochromic glasses for my daughter. Order number is below. These glasses have an extremely small change/darkening in the lens when exposed to direct sunlight. They are not of a standard that could be considered adequately photochromic. I immediately contacted the company, Zenni, to request a full refund. I even sent them a picture of the glasses in direct sunlight as requested. Now they claim they need to "inspect" the glasses to issue a refund - of store credit! I reject store credit as this product is obviously defective. It is reasonable to request a refund to my credit card. The company seems to think they can play a game with my money and with my daughter's eye health. They are trying to take our money for a faulty product. Order number is ***********

  

  Business Response

  Date: 07/20/2022

  Thank you
  for posting your Zenni review of the eyeglasses you ordered for your daughter
  with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz®
  blue-light-blocking feature. We were sorry to read that the lenses are not
  turning sufficiently dark, and we apologize for any dissatisfaction you
  experienced as a result. Insofar as the picture you provided is inconclusive,
  we emailed you instructions to return the eyeglasses to us for an inspection,
  and we also emailed you a prepaid mailing label to use for return postage. If
  our inspection finds that the photochromic feature is not working properly, we
  can make a one-time customer service exception to honor your request for a full
  refund to the credit card you used to pay for the eyeglasses. We look forward
  to receiving and inspecting the eyeglasses, and when we have done so, we will
  email you the inspection results, which we hope will lead to a successful
  resolution of this matter.