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:10/05/2024

  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 ordered a pair of dual-prescription progressive glasses, which arrived around September 10, 2024. On Sept 14, 2024, I email the company because I can't see out of the glasses well, because the "reading" prescription is right in the middle of my field of view . They responded with two rounds of canned "resolution responses", not understanding my issue. We finally resolved there was nothing they could do to remedy, and I wanted a return. They sent a response saying I would need to get a return authorization to return -- without providing one, asking if I wanted a refund to my original method of payment or a credit. I said I would like a refund to my original method of payment. They then sent a response saying the time for a return to my original method of payment had elapsed, and that I would need to return by 10/9/24 in order to get a credit - AGAIN without providing a return authorization. I again asked for a return authorization, they quote their policy about returns without providing a return authorization. At this point I disputed the charge with ****************, informed them of this, and asked them for a return authorization. They replied saying I should wait for that process to finish. I *again* asked them for a return authorization and instructions. I still, at this time, do not have ****** my view, this company is using manipulative business practices, telling me I need a return authorization and that I need to return in a timeline, while not providing an authorization so I can't possibly make the timeline.

  

  Business Response

  Date: 10/07/2024

  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 our team has sent you all of the necessary documents to return the glasses to us for a full refund. Once the glasses are returned, we will email you a confirmation of the refund. 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. 

• Initial Complaint

  Date:09/25/2024

  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 purchased stainless steel rose gold coated glasses in January. It is now September and the coating has worn away leaving the metal exposed all along the skin. Apparently sweat mixed with metal creates corrosion that burned my skin along the frames. They are claiming this to be normal wear and tear ( not even a year old) and are willing to replace the frames (which might not fit my lenses) with the same frames that caused this issue to begin with. I am disabled and cant afford to buy new glasses just because their product doesnt last.

  

  Business Response

  Date: 10/02/2024

  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. From the photos provided, we have determined the damage to the frame is considered normal wear and tear. As stated, sweat corrosion can lead to the coating of the frame peeling off. Although we would not be able to offer any type of refund or store credit, we are happy to send a replacement frame at no charge and you can replace the lenses. If you are not comfortable trying to replace the lenses, some optical shops offer this service for a small fee. If you would like to move forward with the replacement frame, please get back to our email and we can assist you with that! 

• Initial Complaint

  Date:09/20/2024

  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.

  Zenni optical scammed us out of over $160. They refuse to make it right.We went with Zenni optical because they had a cheaper alternative for bi-focal glasses which my mom needed because she suffered a stroke. Not only did they send us glasses that did not have bifocals they also tried to put us though multiple hurdles before telling us theres nothing they can do that it might be a frame issue and requires inspection. They gave us the time frame on everything which would pretty much mean that my mom wouldnt have glasses for over a month. They emailed me from a different department with the company just to email me saying something about their sorry that the tinting was wrong and it wasnt the tinting that was the problem they scammed us on the lenses.What irritates me on this whole situation is that they are basically robbing us of our money. It was an issue on their end and they treat us like complete liars. My weddings coming up my mom needs to be able to see and though they arent what we ordered she can use them temporarily to see long distance. Zenni charged us over $100 for the bifocal upcharge and we didnt receive bifocals we received plain glasses with a very slight tinting which would have only been roughly $80. The companies going severely downhill this past year.All we wanted was a new pair of glasses to be sent out with the bifocals and once we had it in hand wed return the other pair that was incorrect. Especially since its a common issue of people we even know where they returned the glasses and they were refused a refund because somehow the glasses got lost in transit. They refused those people a refund and refused to send out a replacement. Ive been with Zenni for years and all these issues have come up in the past year. Somethings wrong with their new policy or management.

  

  Business Response

  Date: 09/24/2024

  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. On this order, a progressive lens was purchased rather than the standard lined bifocal. Since progressive lenses have three prescriptions in one lens, it is important to shift your head up and down to find the best clarity for each distance. The distance correction is in the top portion of the lens, mid-range in the middle, and reading at the bottom. It may take time to adjust to this type of lens, and we are sorry for any confusion when ordering. 

  It does appear as though our customer care team has offered to issue a store credit to you prior to the glasses being returned, so you may order a new pair but have these in the mean time. If you would like to move forward with this store credit option, please get back to us via email so we can go ahead and have that issued for you. 

  Customer Answer

  Date: 09/24/2024

  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:09/19/2024

  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 two pairs of glasses from Zenni Optical on 7/22/2024. While one pair fit perfectly, the second pair was too large and did not fit properly. I initiated a return for the faulty pair on 8/7/2024 but unfortunately mailed them back slightly past the return window, something I didnt realize until after corresponding with their customer service.Nowhere in their return policy does it state that my paid-for glasses would be discarded without the option of returning them to me. I could have had the glasses adjusted elsewhere if necessary. However, instead of offering a refund, full store credit, or even returning the glasses, the company chose to destroy the product.The key issue is that Zenni Optical has not only destroyed my glasses, but they also refused to issue a refund or store credit for a faulty product, essentially keeping both my money and my property. This feels extremely unfair, especially since the defect was on their end.

  

  Business Response

  Date: 09/25/2024

  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 understand the frustration. In this case, we would be happy to issue a store credit for your return. Please reach out to us via email at *********************************** by phone at **************, or via chat on our website to confirm if you would like to move forward with the store credit.

  Customer Answer

  Date: 09/26/2024

  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:09/19/2024

  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.

  Bought clip on sunglasses from Zenni online to fit my eyeglasses frame as they instructed me to use a link they sent me to order the right clip ons. Paid $9.39 plus tax to buy them. Clip on sunglasses arrived. Did not fit the frame at all. Returned them with a shipping label Zenni sent me. Then Zenni took $4.95 out of my refund. Final refund $4.44 that should have been $9.39. If I knew they sent me a shipping label just to charge me for it I could have shipped a little pair of clip on sunglasses for way less and paid the post office instead. Very shady business practice. I want my $4.95 back in my credit card.

  

  Business Response

  Date: 09/25/2024

  Thank you for your message. We do apologize for any confusion, but the return policy as outlined on our website and in the return authorization sent to you does state the refund does not include the shipping fee. The return policy is linked below for your reference. In this case, we will make a one time exception to refund the shipping fee for you. You will see an email confirming the refund in the next 24 hours, but 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. 

   

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

• Initial Complaint

  Date:09/18/2024

  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 was a previously happy & loyal Zenni Optical customer before my 2nd glasses purchase on 7/26/2024. This has been the worst & most dishonest customer service experience. Ive battled with this company on for over a month & a half in email and calls asking for their management to call me back. They made the lenses wrong and they were completely unwearable, inducing immediate ******************* Their factory in ***** that makes all lenses made such a gross error in my ************* refused to fix them upon return for their inspection. They used the correct prescription I provided, but they placed the prescription in each of the lenses totally unbalanced & in the wrong lower area of the lenses to correct my distance vision issue. I took the glasses to Lens Crafters who confirmed this all with their prescription checking machine before returning to Zenni for their ************************ of correctly made lenses. Zenni Optical lied repeatedly stating that the lenses were made correctly in accordance with optical standards. Although they refunded me, Im now almost 2 months out with no *********** have to start all over with another company. All I wanted them to do was fix the incorrectly made & unwearable lenses, and send me the corrected lenses in the frames I bought from them. Zenni Optical is a fraudulent company that refuses to replace their own defective product. I found other reviews online confirming the same experience with other customers. I have 2 email chains with proof of all of the above but Im unable to attach to your Upload because theyre over 5 MB max file ********** format that you dont accept. If you have another way to attach these emails let me know.

  

  Business Response

  Date: 09/18/2024

  Thank you for your message. We are sorry to hear if there was any trouble with your order and we understand how frustrating that can be. It does look as though we have issued a refund for you on this order on September 17, 2024 with transaction ID m4nj9daj. We did email you a confirmation of the refund, 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. 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22304907
  
  I am rejecting this response because:

  Yes, I did receive the refund. As my attached chain of emails shows, I would like Zenni Optical to redo the lenses correctly in the frames as I ordered. I provided the prescription correctly and the lenses were never made correctly, despite Zennis replies stating they were. Im happy to pay for the glasses & lenses again, once the lenses are made correctly. 

  Zenni, please do the right thing in answering my request above, and stand behind your product. Im not asking for you to do anything special. This is something you should have done from the beginning of receiving my returned glasses, with the proof I provided that the lenses were made incorrectly. No customer should ever be denied the right to have your defective product fixed and resent as you have done with me. Especially, when customer is unable to wear your glasses due to your errors in production as I am, and theyve provided the proof I did showing the errors in the lenses.

  Sincerely,
  
  ******** (******) *******

  

  Business Response

  Date: 09/24/2024

  Thank you for your message. Since our inspection found no error on the glasses, and we have issued a full refund for you already, we are not able to offer any sort of remake. If you would like to place a new order on the website you are welcome to do so, but without a new order being placed we are not able to send a second pair of glasses for you. We appreciate your understanding, and if you need any assistance with placing a new order please feel free to reach out to us via email at *********************************** by phone at **************, or via chat on our website with any questions so we can better help you.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22304907
  
  I am rejecting this response because:

  Zenni Optical refuses to properly acknowledge their product error in making defective lenses. I provided multiple indisputable proof of the error with the lenses. Instead they continuously chose to lie about the return inspection process, making false claim the lenses were made correctly within required industry standards.

  Im not interested in purchasing from such a dishonest business ever again. But I do feel they should be held accountable for not following their own replacement policy of incorrectly made/defective lenses. These are illegal business practices that have consequences.

  Sincerely,
  ******** (******) *******

• Initial Complaint

  Date:09/15/2024

  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.

  September 6, 2024 I ordered a pair of eyeglasses from Zenni. I have had issues in the past with the quality of the frames and I remained silent because no one would do what they are supposed to do anyways so why even try. I have gotten glasses in the past and the frames broke easily ordered them back on February 11, 2023; I blamed it on myself surely it couldnt have been the quality. I get another pair in March. The next time I renew my prescription the same thing happens; within a week, they break and have to buy new glasses. I spoke to ****** and said there was nothing that can be done, but I could buy some frames. I would like a refund for the frames I am having to buy and speedy replacement.

  

  Business Response

  Date: 09/17/2024

  Thank you for your review and feedback. It does look as though a member of our ************* team has assisted you with setting up a return for the glasses. Once the glasses are returned to us, we will be able to issue your refund (excluding shipping). You will receive an email once the refund is completed, but 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. 

• Initial Complaint

  Date:09/11/2024

  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 recently ordered glasses with rush shipping as I have a trip coming up. Glasses arrive promptly but I see the reflection of my face and eyes . They forgot to add the anti reflection on back. They lied and said they did. They said I can ship it back for a refund but I paid rush shipping. So I'm out the shipping cost and they want me to ship them back on my dime for a mistake they made. I want a complete refund .I have spent 1000s with them and with first issue they dismissed me is bad business practice

  

  Business Response

  Date: 09/17/2024

  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 gone ahead and approved for the return of your order for a full refund including shipping. Once the glasses have been sent back to us, we will be able to issue the refund for you. 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. 

• Initial Complaint

  Date:09/10/2024

  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.

  Order 2 pairs of glasses from company. 1 pair looked crooked and I felt like my eyes were jerking. 2nd pair made my eyes hurt couldnt wear but kept trying. 1st pair I was given in store credit. 2nd pair I took to place my RX was wrote had them check glass . They examined and said lens didnt match RX.,contact company and let them know. I sent several emails . They even replied to need new Rx last one was blurry. Now time has went by I emailed me checking on status. They tell me they never received 2 nd pair they need tracking #. I dont have it! They also told me warranty has expired. I just wanted a pair of correct glasses. Why would they have asked for a new RX if they didnt have the glasses?

  

  Business Response

  Date: 09/17/2024

  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. Our team has sent you everything needed to return your glasses to be inspected. Please note that inspections are completed within 14 business days (excluding weekends and holidays) after the glasses are received, sorted, and processed into our system. Your results and return options will be emailed as soon as we have completed your inspection.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22268185
  
  I am rejecting this response because: I have never received any way to send back the 2nd pair.  The glasses were 2 different types . 
  1 - single vision, 2nd pair - progressive lens.  Thats why I couldnt tell the same time if the ** wasnt right. After trying to wear 2nd pair , since 1st pair was returned, I took them to optical place to have the evaluate. Thats were I was told it wasnt correct . 
  If they had a problem with the ** in the beginning why did they tell me they didnt see a problem with  the 1st pair? I still never received a mailer to return the second pair. At first.. because of the time span I thought they had them, but after I checked they never sent one. It has been a long drawn out ordeal . 
  I would like to have a corrected pair of glasses or all my money returned ( not a instore credit)

  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 09/24/2024

  Thank you for your message. We did send you a return label to the email address associated with your account. We have resent the email as of Tuesday September, 24. If you do not see the email in your inbox please check any SPAM or JUNK folders. If it is not there, please reach out to us via chat on our website, by phone at **************, or via email at ********************************** so we can send it again for you. 

• Initial Complaint

  Date:09/09/2024

  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 returned an order for a refund on August 1, 2024. **************** representative ************ stated that the order return was outside their return window and that they would discard my items. I am seeking a return of either my money or my product. Merchandise (3)$52.85 Shipping Cost$4.95 Teacher 10% Discount-($5.28)Estimated Taxes$3.80 TOTAL$56.32

  

  Business Response

  Date: 09/17/2024

  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. Per our terms of use, refund returns must be shipped back within 14 days from receiving the order. Any refund returns sent back after the 14 days(within 30 days) will receive store credit. All return options expire within 30 days. This is outlined in the return authorization we provided as well. 

  In this case, we can make a one time exception to issue the refund, excluding shipping costs, to your original payment method. We have put the refund request in and you will receive an email confirmation within the next 24 hours. Please be advised that depending on your financial institution you may not see the refund reflected on any banking statements for up to ten business days. 

  Customer Answer

  Date: 09/17/2024

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