Complaints

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

• Initial Complaint

  Date:12/17/2024

  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.

  First let me say Ive been a Zenni customer for almost 20 years. In that time Ive ordered at least 30 pairs of glasses and never had an issue. So I dont think Zenni is a bad company in general. My issue is that customer service which used to be very good in the few times I had questions is now basically useless. The last pair of glasses I ordered was made wrong. It happened to be the most expensive pair Ive ordered. I got titanium frames with progressive lenses, anti glare blue blocking auto darkening. All the bells and whistles. They immediately gave me headaches. Ok, this is my first pair of progressive lenses since bifocals hit my eyes too. I went back to my eye doctor to see if I needed a different prescription or what was going on. She told me that the left lens wasnt progressive and wasnt my prescription or even close. I contacted Zenni but no response. This went on for months with me talking to the worst ai on chat I have ever experienced. Seriously talking to a toaster makes more sense. I did figure out that if you keep texting talk to a person over and over eventually you will. The person just says nothing can be done go back to my eye doctor I must need a new prescription. No I did that, the glasses were made wrong. I checked my order it was correct. They say let me ask someone and never come back. The chat closes. Then if you text you get the bad ai. You have to go through the whole thing again with the same result. So most times Zenni is great but if you have a problem just throw the glasses in the trash, they dont care. If these werent very expensive glasses I wouldnt care either. After more than 8 months trying to get this fixed I gave up. This is a cheap eyeglass company only never buy any expensive options they cant handle it. Id feel Im due a replacement set of eyeglasses that are correct. If not Im never coming back. Ive referred so many people to to get treated this poorly.

  

  Business Response

  Date: 12/20/2024

  Thank you so much for reaching out! Were truly sorry to hear that youve been having trouble with your lenses, and we completely understand how frustrating that must be. It looks like your message about using a promotional code came through, but we werent able to find any prior correspondence about the lens issues youve mentioned, and we apologize for missing that. Although your order is currently outside of the warranty period, we want to help in any way we can. If youre still experiencing issues with your lenses, please dont hesitate to contact us at *********************************** call us at **************, chat with us on our website, or reach out via social media with your order number. Wed be happy to assist you further and make sure everything is resolved.

  Additionally, we do see that you have placed a new order as of December 19, 2024. As soon as this new order ships for you we will email a tracking number, and we hope this new pair works well for you. 

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service 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 am filing this complaint because Zenni Optical has failed to honor their rewards program, despite clear evidence that I signed up prior to my first purchase. This is a failure on their part to fulfill a basic customer incentive, and it has resulted in a frustrating experience over what amounts to a mere 400 pointsequivalent to $25.On August 11th, 2024, I signed up for Zenni's rewards program before placing my first order (Order #o6320848777). I was enticed by their program as a key reason for choosing Zenni over other competitors. Later, on September 30th, 2024, I placed another order (Order #o6394170076, $274.92), expecting my rewards points to accumulate as promised.When I checked my rewards balance to use these points on a future purchase, I was shocked to find a zero balance. I immediately reached out to customer service to resolve this issue. Instead of acknowledging what was likely an app/system error or extending basic goodwill, they refused to issue the 400 points, claiming I "never signed up."Let me be clear: I know I signed up. The rewards program was a major reason I gave Zenni my business. Denying a loyal customer their rightful points for something as ***** as $20when I have already spent over $400 with Zenniis incredibly disappointing and unprofessional.Zennis refusal to take accountability, even for such a minor cost, reflects poorly on their customer service and integrity. A company with sound values would resolve this situation promptly and honor their program. Instead, Zenni chose to alienate a paying customer over ***** am requesting that ********************** issue the *********************************************** their system. A simple fix would retain my trust; their refusal has made it clear they value short-term savings over long-term customer loyalty. Alternatively, I request that Zenni accept returns on both orders for a full refund, allowing me to take my business to a company that truly values and prioritizes its customers.

  

  Business Response

  Date: 12/18/2024

  Thank you for your message. We are sorry to hear about your experience, and understand your frustration. We can see on our end that you opted in for the Zenni Rewards program on December 17, 2024. Since the opt in was after your first two orders were placed, those orders would not be eligible for any points as we are not able to apply points retroactively. However, in this case, we would be happy to offer you a 15% off code towards the new order as an exception. We will email you the promotional code to the email address provided on the order, and the promotional code is good for up to one year. Please be advised that only one promotional code can be used per order. We appreciate you taking the time to reach out and will be sending over the code shortly. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22700853
  
  Thank you for responding, but I have to say Im extremely disappointed with your reply. Instead of taking the time to investigate or consider that your system might have failed and lost my rewards registration, you doubled down on your claim that I didnt sign up for the rewards program until 12/16well after my orders were placed. This is simply not true.
  
  To make matters worse, your offered solution of a 15% discount is insulting. Discounts of 30% or more are available to anyone online right now, so this gesture feels meaningless, especially given the time and money Ive already spent with your company.
  
  What I was looking for was accountability and a fair resolution. If your app or servers glitched and caused this issue, I shouldnt be the one paying the price. Instead, youve shown a complete unwillingness to admit fault, which makes it hard to trust you as a reliable company.
  
  At this point, I have no desire to continue doing business with Zenni. If this is how you handle customer concerns, Id rather spend my money with a company that values integrity and fairness.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/20/2024

  We completely understand your frustration, and we truly appreciate your patience. After reviewing your account, we see that the Rewards Program was joined on December 17, 2024 with no previous membership in the program. Unfortunately, were unable to apply rewards to any orders placed prior to enrollment. That said, wed love to help you with a promotional code for a future order. Please feel free to contact us at *********************************** call us at **************, chat with us on our website, or reach out on social media with your order number. Wed be more than happy to assist you in any way we can!

• Initial Complaint

  Date:12/10/2024

  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 prescription eyeglasses & paid for rush shipping on 11/26/24 and today is now 12/10/24. The company advertises that if you pay for Rush Delivery they will expedite your order in 2-5 days. That is a lie and clearly misleading because they have NOT expedited my order at all. (Screenshot attached taken directly from Zenni website showing 2-5 days for rush delivery). The order status as of today still says Processing and hasnt changed at all since 11/27/24. Theres been no communication from the company explaining this extremely long processing time and they STILL havent even shipped the item yet. This kind of misleading and dishonest behavior from this company is unacceptable and they need held responsible for poor customer service and failing to deliver on their advertised rush delivery option. I want an immediate refund for the rush shipping charge and for the company to ship the eye glasses asap and provide an ETA arrival date.

  

  Business Response

  Date: 12/10/2024

  Thank you for your message! While we do see that part of your order has been delivered according to the **** tracking number 420156909261290339712026752288, it unfortunately does look like the other item has not yet shipped. We do apologize for the delay, and completely understand your frustration. We will be refunding the rush delivery shipping fee for you, and shipping the remainder of the order within the next 24 hours. You will receive two emails from us, one reflecting the refund and one with the tracking information. 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. Again, we are truly sorry that this happened. If we can be of any further assistance to you, 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.

• Initial Complaint

  Date:11/19/2024

  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 purchased a pair of glasses that are identical to the glasses I purchased a year ago. Same frame, same model (******) However, the glasses don't seem to fit the same. They are sliding off my face when I look down. I reached out to customer service who told me they were from a different batch. Regardless of what batch they are from, they should fit the same. It's called quality control. No one would ever order glasses with certain measurements if they never knew what they were going to end up getting. Initially I wanted to exchange them. But after their customer service, specifically **** *., has given me the runaround for the last 5 days I now just want to return them and purchase elsewhere. Despite telling **** *. I want to return them several times, she has yet to provide me with a return label. Also, in order to receive a refund they need to inspect them. Without me sitting in front of them with my first pair and the second pair, both the identical frame model, and them seeing that the first pair doesn't slide of my face and the second does, what are they going to inspect? At this point I am stuck with a pair of glasses that don't fit properly that I paid for, and I am going to have to buy another pair elsewhere.

  

  Business Response

  Date: 11/27/2024

  Thank you for your message. We are sorry to hear that the glasses were not a good fit, and understand how frustrating this can be. It does look as though we have sent you all of the information needed for your return, and received confirmation from you that the return label was received. Once we receive the returned glasses we will be able to issue the refund for you. If there is anything else we can assist 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 help. 

  Customer Answer

  Date: 11/28/2024

   
  Complaint: 22575742
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  I received the label only AFTER filing this complaint.  Subsequently I have asked 3 times what if my new glasses do not arrive in time to return these glasses in the timeframe I was provided. And I have not received a response.  I need new glasses before I send these back.  I have ordered them but do not know if they will arrive in time. Your customer service is consistently unresponsive. 

  

  Business Response

  Date: 12/04/2024

  Thank you for your message. It does look as though our email team had advised you on November 28, 2024 that we are able to make a one time exception as a courtesy and accommodate your request to return your current glasses for a refund after your new order arrives. Once your new glasses arrive and you return this pair, we will issue the refund for you. Please be advised that depending on your financial institution the refund may take up to ten business days to show on any banking statements once issued. Please feel free to reach out to us via email at *********************************** by phone at **************, or via chat on our website if you have any further questions so we can better help you.

  Customer Answer

  Date: 12/06/2024

  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:11/18/2024

  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 bought glasses from Zenni optical and they broke after wearing them for 8 days. They are refusing to refund my money after obvious faulty manufacturing.

  

  Business Response

  Date: 11/25/2024

  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 a refund for the order has been issued for you as of November 20, 2024 with transaction number bmfjbn89. Please note 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 have any further questions, please contact us via email at *********************************** by phone at **************, or via chat on our website and we would be happy to help. 

• Initial Complaint

  Date:11/16/2024

  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.

  My wife had ordered some transitional glasses for me threw zenni, my wife has had several pairs made for her threw out the years.. so she offered to find me a pair of my choosing.. so I decided to pick out a cool pair.. with zenni with cool billboards and being local to where we grew up inn novato/ ************* we thought it would be awesome to buy local.. once receiving glasses in about 2 weeks broke them open and the fit was great... there was one problem... the biggest and only problem was they dont transition from light to dark at all... I contacted and sent numerous photos to customer service regarding this issue.. they gave me the run around as if I've never bought glasses after almost 50 yrs. Old and that I didn't know if they were changing colors or not. They kept making excuses about its not sunny enough in the photos. I explained that all pictures were done in over **************************** the state of *****. More run around.. I even explained to them that it was a simple mistake on there part just make me another pair of glasses and we would be square... also the language barrier is very difficult with there customer service.. Resolution:New pair of glasses of liking to the order we originally stated, or money back please...

  

  Business Response

  Date: 11/25/2024

  Thank you for your message. We are sorry to hear if the lenses are not what you were hoping for, and we understand the frustration! Typically, the photochromic lenses are slightly lighter in shade than regular sunglasses but become darker with increased exposure to sunlight. When you move indoors, the lenses lighten and become virtually clear again. The performance and level of tinting can vary based on weather, temperature, and UV exposure. Generally, colder temperatures will result in a darker tint, while hotter temperatures allow the lenses to fade back to clear more quickly when returning indoors. We have two options for you in this situation. As offered, you can return the glasses for an inspection. If they are found to be made incorrectly, we will remake them at no charge. If that option does not work for you, you can return the frames for a refund or a store credit. Please get back to us via email, or by phone at **************, if you would like to move forward with the inspection or other return options.

• Initial Complaint

  Date:11/11/2024

  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.

  I contacted Zenni after an order I had placed had been in shipping status for a couple of days and there was no update. I spoke to two **** on two separate days and basically was told that I can contact them on the 10th day and they would remake and re-ship the order. I contacted them on the 11th day and they basically told me that there had been an update on the shipper end, and that they were going to contact the shipper, which does not make any sense because Im not sure why the two other **** did not contact the shipper, but ultimately that they were not gonna remake the order so I asked to cancel my order and for a refund and they stated they would however they have not sent me a confirmation email to confirm that they have canceled that order or that they have refunded me that money. Ultimately, all I wanted was the glasses. However at this point a cancelation and refund is what I want.

  

  Business Response

  Date: 11/14/2024

  Thank you for your message. We are sorry to hear there was trouble with your order. We have issued a refund for you in the amount of $51.55 with transaction number 4fh1be5f as of November 11, 2024. Please be advised that depending on your financial institution the refund may take up to ten business days to be reflected on any banking statements. Please let us know if there is any way we can assist you further! 

• Initial Complaint

  Date:11/08/2024

  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 a pair of Prescription Glasses for my toddler who is 2 years old on September 18th and they were delivered September 30th. My son fell and from the impact on the floor it scratched very easily. I wanted to see if they came with any warranty because I paid extra for 1.61 HI-Index impact resistant Anti-Infrared- Gray. I spoke to an agent and she let me know that their warranty does not cover scratches and that all their lenses come with anti-scratch coating as well then further let me know that the coating is not 100% scratch resistant and cannot protect from wear and tear. I have had these for a month now and am still in transition of my son wearing them who needs them full time! We can no longer use the glasses because they are in an area that affects his view, I would like a refund from my order.

  

  Business Response

  Date: 11/14/2024

  Thank you for your message! We are truly sorry to hear that your sons glasses have been scratched, and understand how tough it is to go without glasses. While the warranty does not cover this type of damage, we can make a one time exception to remake the glasses for you at no additional charge. Please reach out to us via phone at **************, via email at *********************************** by chat on our website, or on social media to confirm the shipping address if you would like to proceed with the remake! 

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $15 in express shipping for my pairs of Transitions Gen * glasses to arrive to me as soon as possible but they send them with scratched up lenses. I don't think it's right if I will have to send them back for a physical inspection then wait 14 business days to hear back if I can get them remade especially when I had spend $15 in express shipping to get them fast and they won't even refund the shipping fee to compensate for the damage in transit. I will like them remade but they will like to inspect them first even with the photos provided and they won't refund the shipping to compensate for the damage in transit.

  

  Business Response

  Date: 11/06/2024

  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. It does look as though our team has offered a remake for you on the glasses, and we see that you have accepted this remake. We have put in that request for you, and you will receive an email within the next 24 hours confirming that new order. Once the order ships we will email you the tracking information. If there is anything else we can assist 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 help.

  Customer Answer

  Date: 11/07/2024

  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:10/25/2024

  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 asked for the warranty on my glasses be used as the protection purchased is peeling and I can not see out of glasses they need to be replaced .

  

  Business Response

  Date: 11/04/2024

  Thank you for your message. We are sorry to hear that there is some trouble with the glasses from your order placed in May. Our team has reviewed the photo you sent, and it has been confirmed that the lenses do have a scratch. While our lenses are coated to help resist scratches, they are not scratch-proof and can only prevent minor ones. Please note that our lens warranty specifically covers issues related to the anti-reflective coating. We understand the frustration but unfortunately we are not able to offer a replacement on this order as it is out of warranty. If you would like to place a new order, we would be happy to provide you with a 15% off code. Please let us know via email at *********************************** by phone at **************, or via chat on our website if you would like to proceed with the promotional code so we can provide that for you! 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22474513
  
  I am rejecting this response because: I have had them looked at and was told this is more than just scratches and the replacement is the least they could do. They are wrong and scandalous. I feel taken advantage of! 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/07/2024

  We understand your frustration, but looking at the photos sent it has been confirmed that the lenses do have a scratch. While our lenses are coated to help resist scratches, they are not scratch-proof and can only prevent minor ones. Please note that our lens warranty specifically covers issues related to the anti-reflective coating. You can view our full warranty and return policy at the link below. If you would like, you can return the glasses to be inspected but we are not able to offer any sort of remake or refund at this time. If you want to return the glasses to be inspected, 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.

   

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