Reviews

Review Details

• Review fromJOE Z

  Date: 08/16/2022

  1 star

  JOE Z

  Date: 08/16/2022

  Poor designs: I am pretty sure the designer of some glasses offered by Zenni does not wear glasses.I bought a pair of glasses with two temple ends covered with plastic covers or legs. These small covers are surely slipped off every time a wearer takes off the glasses. They should be secured inside or simply glued. I wanted to return the pair when I used the glasses for the first time but did not act fast enough. I eventually got one of the covers lost. I called the customer service and hopped to order a replacement but was asked to order a brand-new pair of glasses. When I refused, I was disconnected. That is the type of service you would get when dealing with an oversea shop.
  

  Zenni Optical

  Date: 08/17/2022

  Thank you for posting your Better Business Bureau review.We were sorry to read that the temple tips have come off the frame of the eyeglasses you purchased from us on October 17, 2020 full-rim, rectangular, flexible-plastic, black, Protective Glasses model ******, with clear plastic protective additions around the front of the frame and a frame width of 142 millimeters.Consequently, we apologize for any dissatisfaction you experienced due to this matter, and for any disappointment you experienced regarding your interaction with our customer service representative.We are also sorry to confirm that, since this pair of single-vision eyeglasses with **** photochromic lenses and our Blokz blue-light-blocking feature is almost two years outside its 30-day warranty period, your option for these eyeglasses is to place a new order for nonprescription glasses in this frame. Since nonprescription lenses are free, you would only pay the price of the frame, $27.95, and the $4.95 Standard shipping fee.Then when you receive the nonprescription eyeglasses in the new protective frame ******, you may remove the nonprescription lenses from this frame and install the prescription lenses in the frames rims.Here is a how-to video, found toward the middle of the bottom of every page of the Zenni website, which provides instructions explaining How to Replace Lenses in a Full-Rim Frame: https://www.zennioptical.com/c/how-to#howto-replace-fullrim We thank you again for posting your Zenni review, and we hope that this information is helpful.

• Review fromJennifer C

  Date: 08/14/2022

  1 star

  Jennifer C

  Date: 08/14/2022

  Id leave less than one star if i could. STAY AWAY FROM ZENNI worst service ever! I placed an order on August 2nd, they said 7-9 days to receive the glasses 13 days later i get an email that the glasses had shipped and the address on the shipping was not mine. I called them immediately to which i got the rudest man who told me too bad, nothing we can do. No refund for the glasses, no store credit for the glasses not even an apology for ripping me off. Went all the way to a manager and still i was told to f** off. Now ive had to go to my bank to dispute the charge. These people are liars and scammers. I checked, my account even had my correct address, but when i asked the manager to read me the address she showed on my account she read back the wrong address from the shipment, not the address on my account to try and cover her a$$. When i called her on it she made up some weak excuse about not being able to see the information on my account and still wouldnt even admit that they had made a mistake. Then she left me on a continuous hold after 15+ minutes i finally gave up and hung up. Hours later i received a call back offering me 10% off on my next order for my inconvenience. Like id ever order from them again after this, its just throwing money away. I am now out $73, but Zenni is going to be out every customer i can refer to somewhere else. Perhaps they need to realize they have competition now and people dont have to be scammed by them. Im not even sure they really manufactured the glasses at this point, it all seems like a big scam and I see other people complaining about receiving an empty bag sooooo yeah . scammers.
  

  Zenni Optical

  Date: 08/17/2022

  Thank you for posting your Better Business Bureau review of the shipment of your most recent order.As we advised in our responses to your Trustpilot, Sitejabber, and Consumer Affairs reviews, we are sorry that you are dissatisfied with the assistance you received regarding this order, and we apologize for any dissatisfaction you experienced.First, we want to clarify that we did not advise that you would receive the glasses within seven to nine days, and we also apologize for any misunderstanding or confusion you experienced due to this matter. You placed this order with Standard shipping, which costs $4.95, but you received a free shipping promotion for this order, so you were not charged a shipping fee. Standard shipping to U.S. residences comes with a seven-14-business-day delivery-time promise.This order was placed on August 2, 2022, and according to the U.S. ************** website, it was delivered to you on August 13, 2022, the ninth business day after the order was placed, which is within the delivery-time promise for Standard shipping to U.S. residences.The shipping address on the order is the same shipping address as the one on your orders placed on June 17, 2021, and May 17, 2022. We cannot see if you changed your address on your account, because that is private, password-protected information.You would have had to change the shipping address on the order for it to be delivered to a different address or contacted us with the new address before the order was shipped.As we advised, should the eyeglasses order be returned to us by the current resident at your former address, we will resend it to your current address, although we do not see any indication that the shipping address has been changed or that a new shipping address was provided for this order. However, we were sorry to read the note in the database record of the order indicating that you do not believe that the current resident at the address will return the glasses to us. Nevertheless, we hope that the eyeglasses order will be returned to us, and if it is, we will be happy to ship the glasses to your current address.We also hope that you will provide this address to us, so that we may send these standard progressive eyeglasses to you, which we also hope will resolve this matter to your satisfaction.

• Review fromG. W.

  Date: 08/04/2022

  1 star

  G. W.

  Date: 08/04/2022

  HIPAA: Disclosing PHI for purposes other than treatment, payment for healthcare, or healthcare operations (and limited other cases) is a HIPAA violation if authorization has not been received from the patient in advance.Zenni violated HIPAA on Trustpilot regarding my review regarding the glasses that I bought from them, lenses too blurry to see, and they recently emailed that my refund is $0. The standard business practice would be to refund, but they blame me instead. Basically, sometimes they cheat obviously, by so many other reviews I see in social media and other review boards. Bad business behavior = Zenni BBB.and that the right eye (OD) Axis should have been entered as 6, not 5, although the difference between these two Axis values is minimal and should not have resulted in a vision issue. However, your eye doctor provided an additional NV-ADD value for single-vision intermediate (computer) glasses, +****. This would replace the Plano in the Spheres, and no NV-ADD should be included. Insofar as the eye doctors prescription had no values for the Spheres, we were sorry to see that you entered +**** for each eye,
  

  Zenni Optical

  Date: 08/08/2022

  Thank you for posting your Zenni review. We are sorry that we were unable to find you in our customer service database by looking up the name, email address, and Zip Code that you included with your Better Business Bureau review.Therefore, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be happy to assist you, once you provide the order number of the relevant order for eyeglasses you placed, which we were sorry to read had lenses that created blurry vision for you.You may also reply to this review response with the relevant order number and the email address that is your Zenni username. We look forward to hearing back from you with this information, so that we may look up your order, research this matter, and respond to your concern.

• Review fromSarah L.

  Date: 08/04/2022

  1 star

  Sarah L.

  Date: 08/04/2022

  I ordered my first pair of glasses online from them. They literally sent an empty bag. *** has stamps on the bag stating they didn't even receive them. They tried to write it off like someone stole them. My prescription is unique for both eyes so why would someone steal it. All they would do is send another pair. At first they told me it would take up to another 10 days to receive them until I pressed about express shipping. Then when I asked if they would credit my account for the inconvenience I was told that they are paying $18.99 for the shipping. Either I can wait on my glasses even longer or get a store credit. You would think that they would prefer to have a repeat customer. But nope. **************** made you feel like their mistakes are your burden to deal with. The company that owns zenni is a $4.9 BILLION a year company but a store credit to make up for their mistake is too much to ask for.
  

  Zenni Optical

  Date: 08/08/2022

  Thank you for posting your Zenni review.We were sorry to learn that the package you received for the first order for eyeglasses you placed with us, o4932872699, on July 26, 2022, was empty, although the U.S. ************** website advises that these single-vision eyeglasses were delivered to you on August 4, 2022.We profusely apologize for any dissatisfaction you experience as a result.You reported this to us on August 4, 2022, and we advised that will issue a free remake of these eyeglasses, which we did, on that same date, in order o4954899863.We confirmed that we will mail these remade eyeglasses to you via Express mail, and that we would not charge you for the Express shipping, which ordinarily costs $18.95. Since you asked for a store credit refund in addition to the free remake, we advised that we can issue one or the other, but not both, and we apologize for any disappointment you experienced as a result of this matter, as well.Nevertheless, we have completed processing the remade eyeglasses in the new order, and we will mail them to you soon. When we do, we will email you the Federal Express tracking number, so that you may track the shipment on the Federal Express website (https://www.fedex.com/fedextrack/).We apologize again that you received an empty package rather that your eyeglasses, and we hope that the free, rushed remake of your eyeglasses will resolve this matter to your satisfaction.

• Review fromMichele N

  Date: 07/23/2022

  1 star

  Michele N

  Date: 07/23/2022

  DO NOT USE ZENNI OPTICAL. This company cant do it right no matter how many times I try to get my glasses right. I ordered 2 pairs of glasses in April and Im still waiting for them to get it right. Ive been patient but now Im done. Im requesting a refund and they are not able to get the price right either. JUST DONT USE ZENNIOPTICAL EVER ! Im very sad about the whole situation
  

  Zenni Optical

  Date: 07/25/2022

  Thank you for posting your Zenni review of the two most recent orders you placed for eyeglasses you placed with us, as well as the two remakes of the eyeglasses from these orders, with which we were sorry to learn you could not see well. Consequently, we apologize for any dissatisfaction you experienced as a result. On July 22, 2022, we issued a 50 percent refund of the price of the glasses from the remake order o4806409737 to the credit card you used to pay for part of order o4689116687, which is the order we remade in order o4806409737. When you returned the glasses to us for an inspection, our inspection found no manufacturing errors on the glasses. Therefore, the refund option is a case such as this is a 50 percent refund to the credit card that was used to pay for part of o4689116687. Insofar as we also found no manufacturing errors on the remade eyeglasses from order o4793805301, which was a remake of the eyeglasses from your order o4673989224, we can return these glasses to you or issue a 50 percent refund, $61.60, to the credit card. Please telephone Zenni ***************** at **************, and anyone who answers will be eager to ask our lab to issue this 50 percent refund to your credit card. If the wait to speak with a customer service representative is lengthy, you may have an online chat by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website. You may also email us, at *********************************** and if you choose this communication method, please put the remake order number, o4793805301, in the subject line of the email and in the body of the email please advise that you either want the glasses returned or the 50 percent credit card refund issued. We look forward to hearing back from you, so that we may issue this refund, which we hope will resolve this matter to your satisfaction.

• Review fromDavid W

  Date: 07/22/2022

  1 star

  David W

  Date: 07/22/2022

  Great Price, cheap frames. Bought a pair of glasses in March of 2022, and a temple broke off and had asked for a new temple. I was told they do NOT sell parts to fix their product. I've had the glasses 3 months !!!
  

  Zenni Optical

  Date: 07/25/2022

  Thank you for posting your Zenni review of your experience with our customer service team after a temple arm broke off your rimless, mixed-material, silver frame ******, with a frame width of 135 millimeters, created by the lens shape you selected, lens shape 228, with a lens width of 52 mm and a lens height of 30 mm. We were sorry to learn that the temple arm broke off your frame, and we apologize for any dismay you experienced as a result. We are also sorry to confirm that, as we advised when you emailed us on July 21, 2022, about the temple arm breaking, we do not provide replacement parts for frames. However, even though the glasses, which you received on April, 1, 2022, according to the U.S. ************** website, were outside their 30-day warranty period, which starts the day the glasses are received, when you contacted us about this matter, we made a one-time customer service exception on your behalf to offer to send you a free replacement frame, but because it is a rimless frame, we recommended that, when you receive the replacement frame, you take the replacement frame, along with the glasses in the frame with the broken temple arm, to a local optical retailer, who could install the lenses in the replacement frame. If you would like to pursue this option, please telephone Zenni ***************** at **************, and please provide your order number, o4440717431, to the customer service representative who answers, and advise that you would like a free replacement frame ******. If you confirm that you would like us to send you the replacement frame ******, we will send you one, with some extra screws and nose pads. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website. You may also email us, at *********************************** and if you choose this communication method, please put your order number, o4440717431, in the subject line of the email and in the body of the email please confirm that you would like a free replacement frame ******. We apologize again for the temple arm breaking off the frame, and we hope that sending you a free replacement frame ****** will resolve this matter to your satisfaction.