Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2025

  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.

  Order glasses 12/31. Received 1/7 Prescription was wrong. Contacted requested return 1/7. Received shipping label 1/11. Zenni received product 1/16. Was told refund of ***** would go back to card. I called 1/22 inquiring about credit. Was told 1/30 credit would appear, we discussed a store credit, phone call was disconnected. Today a STORE CREDIT was issued for *****. Nothing was finalized in the 1/22 call due to disconnected call. Apparently the *** took it upon themselves to issue only a partial store credit. "***" told me today that yes they will convert the store credit to a refund but now because of the Chinese new year I now have to wait even longer. I advised her of my BBB complaint and explained that if the refund wasn't processed by the end of the week that I would file complaints with other agencies. I'm frustrated b/c I am tired of these companies lying. That *** did not have my authorization to switch to store credit. Our phone call was disconnected.

  

  Business Response

  Date: 02/05/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a full refund was issued for you on January 31, 2025 with the transaction ID 60nesp5m. Please be aware that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If you need any further assistance, feel free to reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with any questions so we can better help you.

• Initial Complaint

  Date:01/23/2025

  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.

  In April 2024 I ordered 3 pairs of glasses from Zenni optical, all having prescriptions that had prisms. After months of headaches and many calls to my insurance company to get an authorization, I was finally authorized to return to my eye surgeon and orthoptist, only to find that the glasses had all been made incorrectly. None of the pairs had the correct levels of prism. I called Zenni and was told that I could send the glasses back for an inspection and to be remade, but I explained that since they were the only glasses I had (all three different levels for different tasks) I would first have to have new glasses made and that replacement wouldnt work. A supervisor assured me they would refund me if they find out that my prescription was made incorrectly. I agreed to send them back, but now they are only offering to remake the glassesgoing back on their word to refund me after I spent money out of pocket to have my glasses made elsewhere so I could return the faulty glasses to Zenni.

  

  Business Response

  Date: 01/30/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see that our email team was able to confirm with you that the original agreement was to have the glasses inspected first and if they do not meet our quality standards, we will be able to issue a refund for the returned item. Please return the glasses for inspection using the prepaid label that **** sent to your email. Kindly allow up to 14 business days for processing once the glasses are delivered to **. We will send you the results via email as soon as the inspection is complete! 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22850221
  
  I am rejecting this response because: I sent back all 3 pair of glasses, yet I have heard nothing in regards to my refund from Zenni.  I know they were delivered, but Zenni hasnt even acknowledged their receipt.  At this point Im out both my money and my eyewear, and Im being ignored by Zenni. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 02/18/2025

  Thank you for your message. Our team did have to complete the inspection of your glasses before we could issue any sort of refund, but it does appear that a refund has been issued for you as of February 14, 2025. There are two transaction numbers for the refunds, those are bf5aa082 and 814vesc1. You should have received a confirmation email from us in regards to the refunds, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If you have any further questions, please reach out to us via email at *********************************** by phone at **************, or via chat on our website with your order number and we would be happy to assist you.

• Initial Complaint

  Date:01/17/2025

  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 contacted Zenni about my order which I received an email that my order shipped. Since Jan 11 a shipping label was created and it hasn't shipped. It's now Jan 17th. Talk about deceiving! Why send an email that the order shipped when it didn't??

  

  Business Response

  Date: 01/24/2025

  Thank you for your review! We are so sorry if you received a shipping confirmation email early. It does look as though the package was delivered to you on January 18, 2025 per **** tracking number **********************. The order does appear to have arrived within the 7-14 business day time frame as outlined on our website. If there is any trouble with the order, or you did not receive it, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

  Customer Answer

  Date: 01/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/08/2025

  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 a pair of glasses on 1/3/2024. I paid $19 for Rush shipping because I lost my glasses. The terms on Zennis website state:Update on Nov 11, 2024: Zenni Opticals ********************** is now faster! Our US can receive their new glasses within 2-5 days and our shoppers in ****** can receive their new glasses within 3-6 days when you select Rush *********** Order status still says Processing and hasnt changed since I placed it. I called Zenni today to make sure everything was okay. The agent said that they have until Friday to deliver my glasses. I dont see how they will get here by Friday, according to their website shipping status is as follows:Processing - Your order is being manufactured. Manufactured - Your order has been manufactured and is currently in route from our optical lab to distribution. Shipped - Your order has shipped Also, the website states I will receive an email with tracking info once my glasses have shipped. To date, I have not received any emails from Zenni, not even an email acknowledging my order had been placed. Even if my glasses somehow arrive on Friday, that is still outside the 2-5 day Rush shipping. This advertising is false and misleading. After talking with customer service, I still feel unsure if my glasses will ever arrive. This experience, combined with other complaints I have read, makes me doubt their competence and professionalism. I am concerned that if I ever get my glasses will they even been made with the accurate prescription and quality.

  

  Business Response

  Date: 01/09/2025

  Thank you for your message! As outlined on our website, the rush order time frame is 2-5 business days, which does give an estimated delivery of January 10, 2025 for your particular order. For your reference, a link to our shipping time frames is below. Your order did ship on January 9, 2025 via ***** with tracking number 284210819910. Although the order is on route to you now, it may not arrive in the 2-5 business day time frame so we have gone ahead and refunded the rush shipping fee for you. You will receive an email confirmation of that refund within the next ***** hours, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If there is anything else we can help you with, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

   

  *******************************************************************************

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22786794
  
  I am rejecting this response because:I have confirmed that my item did not ship on 1/9. It shipped on 1/10. If I hadnt done this complaint it would problem have never shipped.  Also, the tracking link from Zenni to ***** is broken. You have to copy the tracking number then go to the ***** site to track. It is there where it says that the label was created on 1/10. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/13/2025

  Thank you for your message. The ***** tracking does show the package was delivered today, Monday, January 13, 2025. The tracking link is provided below for you! We are sorry that the package was a bit delayed, but the rush shipping fee has been refunded for you as of January 9, 2025 with transaction ID ********. You should have received an email confirmation with the refund details as well. If there is any issue with the glasses, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

   

  ********************************************************************************************

  Customer Answer

  Date: 01/14/2025

  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.   
  

  The glasses arrived on 1/13/24  they were very well made and the prescription was perfect! I also received a refund for Rush shipping  

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

• Initial Complaint

  Date:01/02/2025

  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.

  Still waiting a week for 2 day shipping

  

  Business Response

  Date: 01/03/2025

  Thank you for your message! It looks as though "standard" shipping was chosen on your order, which does give a time frame of 7-14 business days including both the manufacturing and shipping of your glasses. Since the order was placed on December 21, 2024 that gives an estimated delivery window of January 2, 2025 - January 13, 2025. The order has shipped via **** with tracking number 420026609261290339634322054449 and is on route to you now. If for some reason you do not receive the package within the 7-14 business day time frame as outlined on the website, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

• Initial Complaint

  Date:12/28/2024

  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 a product.They do not know where it is. Last tracking update was Dec 14.When I search the tracking my postal code comes as wrong. When I contact them I have 4 times now they say we will send an email to find out wait 3 more days. No one seems to be able to give me any idea what is taking place. The order is glasses for my children - when I ordered it said 7-10 days and the email I got it was shipped on Dec 2. I need the money back to order new glasses locally. Especially with school starting in a few days. They keep saying of the Canada post strike but my parcel was with landmark tracking number LTN340718088 and is now with Canpar tracking number D47701650000018394101 Order number o6404087204

  

  Business Response

  Date: 01/03/2025

  Thank you for your message! We understand how important it is for your child to have their glasses, and are sorry that there was an issue with the delivery of your package. We have issued a full refund for you as of December 31, 2024 with transaction ID ********. Please be advised that depending on your financial institution it may take up to ten business days for the refund to be reflected on any banking statements. If you do not see the refund, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/26/2024

  Type:Order 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've placed about 4 or 5 orders with Zenni, and most have been without issue. For whatever reason the order I placed on 11/12/24 has been nothing but issues. Glasses initially received on 11/21/24. Immediately upon opening the package it was clear that one of the arms on the frames was bent outward. Attempts to tighten were unsuccessful. I tried reaching out to their "support" team using the "Chat" feature on the website. I realized that that button is just there for show. In fact it is still not working today. My email chain began on 12/6/24, I didn't receive a response from Zenni until 12/8, at 2:38 AM. After realizing the email only support wasn't working and voicing my displeasure I was able to get their team to acknowledge the issue and agree to send a pair of replacement frames that I could work on myself. Not an ideal resolution, but it was slightly better than nothing. On 12/12/24 was the last response stating that the replacement frames would be sent. I left for the vacation I was hoping to wear these glasses on 12/20/24 and still hadn't received the frames. I returned from the vacation on 12/26/24 and still no frames. I called the "support" team and after a bit of back and forth we were able to settle on a refund being the way to close out this matter. However, the idea of having to print their email supplied return label, and using my own funds to get an envelope to complete the return. Not to mention, wait 10 business days from the time they receive my return to actually receive my refund. This entire process has been underwhelming to say the least. I can no longer in good faith deal with any entity that thinks empty apologies are the way to address matters. I wanted a working pair of glasses. A quick refund would be a decent consolation. But I want nothing more to o with this joke of an outfit.

  

  Business Response

  Date: 01/03/2025

  Thank you for your message. We are truly sorry to hear that there was an issue with your glasses, and we can understand how frustrating this is. Although the order is outside of warranty at this time, our team did approve for you to return them for a refund to your original payment method. We have sent you a return shipping label, and a return authorization as well. Per our policy, we are not able to issue the return for you until the glasses have been sent back to us. You can review our full return policy linked below. If you did not receive the return shipping label, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to resend it for you.

  ***********************************************

• Initial Complaint

  Date:12/25/2024

  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.

  Orderes a pair of sunglasses, paid for polarization. They glasses came and were not polarized. I contacted to get a replacement. They said they couldn't do a replacement, offered store credit. Sale was no longer on, so I would have had to pay a much higher price. Pretty sure they use AI to do customer service, it talked in circles and contradicted what it had said in previous emails.

  

  Business Response

  Date: 01/02/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a return label has been sent to you, and once the glasses have been received back to us we will be able to issue the refund for you. If you have any further questions, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

• Initial Complaint

  Date:12/24/2024

  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 discovered scratches on "VR Prescription Lenses for Meta Quest 3" while I was cleaning them and I don't know how they could have gotten scratched. They were also too difficult for me to clean with the included microfiber cloth because the smudges smear around and the dust particles sticks on the lenses too well unable to rub off easily. The only solution that their live chat support was able to offer me for the scratches was to sent them for inspection and they told me that if they can be remade, only the same exact lenses can be made. But I rather have a replacement of "VR Prescription Lenses for Meta Quest 3" be re-made with Oil-Resistant coating with my Prescription due to those cleaning issues and scratching problem I experienced with Anti-Fog coating.

  

  Business Response

  Date: 12/30/2024

  Thank you for your message. We are truly sorry to hear that there was a scratch on your lenses, and understand how frustrating this can be. We have remade the lenses for you, and as of December 30, 2024 they have shipped with ****. The tracking number for the new lenses is 420972369261290339712028474072, and you can track that right on the **** website.

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:12/23/2024

  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.

  placed 2 orders same day 1 delivered other not paid for rush and supervisors refuse to talk to clients this is a scam as far as i'm concerned HORRIBLE CUSTOMER SERVICE

  

  Business Response

  Date: 12/26/2024

  Thank you for your message. We are truly sorry to hear if there was an issue with the delivery of your package, and completely understand the frustration. It does appear as though our team has issued a refund for you for this order, with the transaction ID ********. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If there is anything we can assist you with further, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to help.