Complaints

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

• Initial Complaint

  Date:09/03/2024

  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.

  This is not the first time I've had issues with Zenni Optical. Their customer service has refused to help me in the past when their products weren't satisfactory. They have a very short window for actual cash back returns and 30 days for store credit. It takes the average person 2 weeks to adjust to new glasses which means that theyre putting customers in a position where they can't get the help they need. The glasses I wore made me sick and made me feel very disoriented during the attempted adjusted process. Something is off about the quality of the lens compared to my previous glasses, in that they're blurry around the edges. I wear cat eyes glasses regularly, I know how these work and I should not have any issues with my peripheral vision. I depend on glasses for my eyesight, that's a very serious thing and I feel constantly let down by the quality of Zenni Optical. I now have glasses I can't use or wear.

  

  Business Response

  Date: 09/10/2024

  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 and that you are having trouble with your lenses. Please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number, as well as a copy of the original written prescription, and we would be happy to assist you.

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22231877
  
  I am rejecting this response because:

  As stated, this is not the first time I've has issues with the quality of Zenni's products. I feel as though they've constantly mislead customers with poor quality products, and set up limiting customer service windows so customers are out of money for products that are subpar and unable to be used based on the window it takes to adjust to glasses. Customers certainly should not experience headaches or pain when adjusting to products as well. 

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

  

  Business Response

  Date: 09/24/2024

  We aim to address the problem, but without any type of identifier (such as an order number or email address), our ability to help is limited. Your cooperation is essential for us to provide assistance. 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: 09/24/2024

   
  Complaint: 22231877
  
  I am rejecting this response because: I'm happy to provide the order number and proof of purchase here: o6340268438. I still reject your response on the grounds of false advertising and inability to work with customers, myself included, which you've failed to do on numerous occasions. Your policies are meant to trap customers into settling for subpar products when the clinical adjustment period for glasses is more than your return window. 
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:08/30/2024

  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.

  I ordered my daughter a pair of glasses for her to go back to school. They were never received. I spoke to a Zenni representative in early August and he stated they would remake the glasses and have them sent to me asap. I called back today to check the status and was told she saw he gave me that information but the glasses werent delivered the first time and they would not be resending the glasses as I was informed. Theyre $20 glasses but that was false advertising and information.Its the principal of the whole situation. I was spoken to as if I was ignorant and she kept talking over me.

  

  Business Response

  Date: 09/09/2024

  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 the remake request is in for this order, and we are just needing you to verify the shipping address with us. Please get back to our most recent email with the address confirmation so we can get the new order sent to you! 

• Initial Complaint

  Date:08/25/2024

  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 recently placed an order (#o6390853031) and was charged an extra $23.96 for "zennirush" service. I did not select this at the time of payment. My order was placed at 6:42p and I immediately contacted customer service via the chat (at *****, 5 minutes after placing the order) and telephone to have this corrected. I was told that because this is rush service there was no way to change the order or to be refunded, and that in the future I need to select the appropriate speed of delivery under shipping. As documented in the screenshot attached, however, the shipping options are grayed out upon ordering. There is a complicated (and predatory) system whereby rush shipping was automatically selected without customer knowledge and users do not need to see or confirm shipping speed (or final pricing) prior to paying through ******* I did not have any knowledge that I would be charged an additional $24, which is worth about 50% of my original order, and I would like to be refunded as I did not select this shipping speed and did not want or order it. Given that I immediately contacted the company, I know the order was not yet in process, and it is inexcusable that there is no way for customers to correct there orders. This setup contributes to the perception that Zenni is operating under predatory business practices and preying on customers to pay unnecessarily high shipping rates without their knowledge or consent.

  

  Business Response

  Date: 09/04/2024

  Thank you for your message. Upon reviewing your order process, it appears that the shipping options, including the ability to select the appropriate delivery speed, should only become available once the shipping address is confirmed during the checkout process. We have attached a screenshot for your reference, demonstrating that the options should indeed be accessible. Given this, we're sorry to inform you that we are unable to process a refund for the shipping cost, as it was selectable during checkout. We understand how frustrating this situation can be, and we apologize once again for any misunderstanding. It does appear as though your glasses have been delivered for you, and if there is anything else we can further assist you with please feel free to reach out via phone at **************, email at *********************************** or via chat on our website. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22194161
  
  I am rejecting this response because: it does not address the primary concern. I immediately contacted the business notifying them of the erroneous charge and they did not refund, cancel, or change the order appropriately. There is no reason expedited processing should have automatically been added to the cart and it is predatory to simply state that the order cannot be altered when I reached out to the company within five minutes of placing the order. The business has not answered why the erroneous charge was not able to be corrected.
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 09/10/2024

  Thank you for your message. Due to the expedited manufacturing of the Rush Delivery orders, we are not able to cancel the order once it has been placed. The Rush Delivery option was chosen when ordering, and is able to be changed prior to checking out. Since this order has already been delivered according to ***** tracking number 278753299371, and we used the shipping as chosen during the order process, we are unable to offer a refund. If you are unhappy with the glasses and would prefer to check your return options, 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:08/22/2024

  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.

  On Aug.9th 2024 I received an email from Zenni's saying ******* is National Eye Exam Month", and there was a special, if I uploaded a new prescription I would receive a voucher for $5 off and 100 Bonus points in my account. On Aug. 12th I uploaded a new prescription. The exact wording in the email was: "You will receive an email containing a unique promo code for $5 once requirements (uploading a new prescription) are met.I have not received either. I called customer service on Thursday ********, when the customer service person couldn't help, I had a supervisor get back to me. She promised someone would call me back within 24 hours. They did not. This past Monday, Aug. 19th I spoke to another supervisor who promised somebody would get back to me within 24 hours after "investigating" this matter. Nobody got back to me. Today is Thursday Aug. 22, and I just got off the phone with yet another supervisor, who once again they couldn't get me the $5 voucer or bonus points, and yet again promised that someone would be getting back to me in 24 hours. I highly doubt that.This is the second time I tried to take advantage of an offer Zenni Optical initiated by email, and the second time they have reneged on the advertised special. In all good conscience I think they owe me a lot more than a $5 voucher at this point, but I'd settle for that. They shouldn't be sending out false advertisements.

  

  Business Response

  Date: 08/27/2024

  Thank you for your message! We do see on our end that the $5.00 off and the Rewards Points have both been sent over for you and used on your most recent order placed on August 25, 2024. We do apologize if there was any sort of delay on your receiving the coupon code, but we are glad you were able to receive and use the code! We hope you love your new Zenni glasses. 

• Initial Complaint

  Date:08/17/2024

  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.

  Ordered contacts July 22nd 2024, still marked as processing on 8/17/24. Contacted support via chat on 8/17 and they told me they needed to contact a lab to figure out when the contacts would be shipped. The person ******, on support chat was utterly rude and inattentive. Kept sending me copy and paste responses saying 'Zenni glasses' and such when I ordered *contacts*. Still haven't received my contacts which they claim to be on backorder even though they are currently advertising their new sales of contact lenses. Chat support was completely useless and a waste of time, with no answer. I just want my order.

  

  Business Response

  Date: 08/19/2024

  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 completely understand your frustration that the item is on back order, but our team has let us know that the estimated time of arrival for your order will be September 14, 2024. 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.

• Initial Complaint

  Date:08/13/2024

  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.

  I spent nearly $40 on a new pair of glasses & when they arrived they did not fit so I went on 7/29/2024 to mail them back. I have the tracking number and receipt & used the packaging label they sent me. Now in the middle of August I still have not received my refund so I reached out to the company. They have now claimed they didn't receive the item so they will not refund me. I did everything in my power to follow their guidelines for a ************* refuse to take care of the issue and refund me.

  

  Business Response

  Date: 08/15/2024

  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 store credit has been issued for you. This store credit does not expired, and can be used towards a future order. The video linked here will show you how you can access and use that store credit! 

   

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

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22135220
  
  I am rejecting this response because: I did everything in my power to return the item in accordance to zenni's protocol to get my money back on my personal card.  I do NOT want to spend ANY money with this company EVER again.

    I used the packaging label that was sent to me from your company. It is not my fault that the item shipped to the wrong place.

  I have been a customer with this company for nearly ************************************************************************  Because of that I finally registered a complaint with the better Business bureau.

  In accordance with Zenni opticals policy I require that my finance be returned to me on my personal card.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/20/2024

  Thank you for your message. It does appear that we never received your return package, but as a courtesy for you we did issue the store credit. We are not able to offer a refund on the return that was not received. The store credit does not expire, and can be used towards any future order on our website. 

• Initial Complaint

  Date:08/09/2024

  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.

  Zenni Optical offers a service where they utilize your phone camera to advise how the fit of the glasses are prior to ordering them. This service was utilized, but the product that was delivered was not able to fit onto my head without being at risk of snapping.On July 17th I requested to return the glasses and advised the representative that I would require a physical waybill as I do not own a printer. The representative advised me that they would send one out in 3-5 business days so that I could return the product.As of August 9th at 10:45AM I still have not received the way bill to return the glasses. I have reached out to customer service numerous times and been told that "it is on the way still". Due to personal reasons in the month of August I opted to change what institution I bank with and advised Zenni of such and inquired if it would be possible to either have my refund issued to a different bank account, or to have a physical cheque mailed out to my address in lieu of refunding to the original payment method. Zenni representatives have ultimately told me that they are unwilling to discuss anything to do with the refund until the glasses are returned to them. This is only an issue because of the administrative or shipping delay on their side of things, and I am merely trying to understand my logical next steps and prevent any further issues or delays.I feel that the company has made the return process excessively difficult and delayed deliberately to prevent returns and avoid losing profits.

  

  Business Response

  Date: 08/15/2024

  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 have submitted the completed form to out accounting department for your refund, and it should be issued within the next ***** business days for you. Please 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.

  Customer Answer

  Date: 08/15/2024

  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:08/05/2024

  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.

  THE PRESCCRIPPTION IS FOR A PUPULARY dISTANCE mEASUREMENT OF 60. I paid for a RUSH order on both of these because I can't see to drive without the right glasses. Both glasses arrived quickly but were not usable. I took them to the opthamolo9gists office where, each time they carefully measured the Pupu;**** Distance and they told me that they were not 60, they are 64. Zenni has refused to admid that the glasses are NOT right, and refuses to credit or refund me. i have been unable to drive safely since June because of this. I have spent numerous hours online with them trying to gfet this right.

  

  Business Response

  Date: 08/09/2024

  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 was issued for you, and we are happy to assist you with any future orders if you decide to give us another try. Please 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:07/30/2024

  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.

  I asked for a refund the day I received the glasses. Zenni's stated refund period is 14 days. The glasses do not have my correct prescription. The prescription was sent in and is on my receipt (document uploaded). Zenni's response was to ask for my presciption instead of starting a return. This is in violation of their own refund policy. One might assume Zenni is trying to get out of the refund or to stretch the return period past the 14 days. Also, Zenni's response makes no sense because my complaint was the glasses do not have my correct presciption. I have many pairs of these exact presciption glasses, but I wanted polarized for when I am outdoors. Zenni did not make these glasses correctly. I want my money back per the Zenni refund policy.

  

  Business Response

  Date: 08/01/2024

  Thank you for your message. We are very sorry to hear that the glasses did not work out for you, and understand how frustrating this can be. I do see that our team has sent you everything needed to return the glasses, including the return shipping label. Once the glasses are sent back to us, we will be able to issue the refund for you. If there is anything else we can assist you with, please get back to us via email or give us a call at **************. 

• Initial Complaint

  Date:07/29/2024

  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 glasses from Zenni.Upon receiving them and trying them on my Prescription or PD is not correct as I cant see clearly through them at all. I have reached out multiple times to receive a refund or the same glasses to be fixed. They stopped responding to my emails and nothing has been resolved

  

  Business Response

  Date: 07/31/2024

  Thank you for your message. We are sorry that there was any trouble with the glasses. It does look as though our team responded back to your email on July 2, 2024 to confirm which return option you would prefer. We have attached that email here, but we do apologize if you did not receive the email. It may have gone to your SPAM or JUNK email. If you can please email us back, or give us a call at ************** to confirm the return option you would like, we'd be happy to help. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22060870
  
  I am rejecting this response because:
  I responded multiple times after with an answer of refund and never received a response in return to finalize. After many attempts to connect with Zenni, I reached out to BBB. 
  I have added my responses and also one from them acting as if they didnt receive a response along with me also responding to that one..

  There were also emails I sent prior to those. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2024

  Thank you for providing the further information. It does look as though we never received your emails on our end, and our team is looking into why this happened. In the meantime, we will email you everything needed to return your glasses. Per our policy, the 100% refund does not include the shipping fee. You will receive a return authorization, as well as a return shipping label, and once the glasses are returned to us we will issue the refund for you. If there is anything else we can do for you please reach out via chat on our website, or by phone at ************** and we can assist you there.