Zenni Optical

Initial Business Response /* (1000, 7, 2015/05/04) */
Dear Mr. [redacted],
Per your discussions with our customer service we made an exception to remake your glasses. It's our understanding via your tracking number (TR# XXXXXXXXXXXXXXXXXXXXXX) that they were delivered 05/02/2015.
If you...

have any further questions or concerns, feel free to give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 9, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I received the replacement pair of eye glasses in the mail.
I cannot use them for daily use as initally purchased back in Sept 2014.
They've sent me faulty pairs of eyeglasses.
See Zenni's reply on 10-6-14 (PAGE 1), and the change in response about the AR coating from 10-22-14 (PAGE 2). Email transcript: [redacted]
While initially only giving me half-refund offer of $27.xx - Zenni mailed this pair out to me and finally acknowledged there was AR Coating on one lens and not the other (as my eye doctor and Lenscrafter optician both gave their expert opinion on)
As a MIDDLE GROUND offer:
Please request that Zenni Optical simply refund me the cost of eyeglasses and mailing cost, remaining store credit (not the doctor's visit),
Eyeglasses $60.85
Fedex mailing cost $7.95
Online Store Credit Balance $11.30
Total: $80.10
It'll be another $7.95 if they want their junk back: $88.05
It's a nominal expense - but what a headache for an average consumer to recoup it!
The mailing address for the refund check is:
[redacted]
[redacted] N [redacted] Rd. [redacted]
[redacted] XXXXX
Thanks.
Final Business Response /* (4000, 11, 2015/05/20) */
Dear Mr. [redacted],
If you're unhappy with the pair of glasses you received. Please give us a call (XXX) XXX-XXXX at your earliest convenience so we can do our best to resolve this.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/04/03) */
Dear Mr. [redacted],
We apologize that you haven't yet received your glasses. They were shipped via USPS with tracking number: XXXXXXXXXXXXXXXXXXXXXX on 03/19/2015.
In our experience, delivery to an APO can take a little longer,...

however, your glasses are still en route to you.
We ask that you please allow a few more days for delivery. Thank you for your continued patience.
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a full refund
Final Business Response /* (4000, 11, 2015/04/24) */
Would like the opportunity to ask the customer if they've received their glasses. If not, we're happy to refund their full purchase amount with our sincerest apologies.

Initial Business Response /* (1000, 5, 2014/09/22) */
Dear Mr. [redacted]
We apologize that our 30-day return/warranty period wasn't clear to you. In the future, please feel free to give us a call (XXX) XXX-XXXX if you have questions regarding the services we provide and our company...

policies.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni has said that they are making a new pair of glasses for me at no charge but, I have not received them as of today's date of September 23, 2014. That was stated several weeks ago. I do not want to close this complaint until I receive my glasses please. Please advise if you have additional instructions for me to follow. Thank you for your efforts in this matter.
[redacted]
Final Business Response /* (4000, 10, 2014/09/29) */
Hello Mr. [redacted],
According to the tracking information on your remade glasses, they were delivered 09/25 via USPS. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX.
Thank you!
Zenni Optical
Final Consumer Response /* (2000, 12, 2014/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zenni business practices are archaic to say the least, but at the end of a 3 month debacle I received my glasses back and that's all that counts.

Initial Business Response /* (1000, 5, 2015/11/19) */
Hi [redacted]
So sorry if there was any confusion on how to enter your prescription on our website. We've received your order and will be processing the store credit. Please allow 24-48 hours for the store credit to be activated. If you...

have any questions, please give us a call at (XXX) XXX-XXXX.
Thank you!
Zenni Optical

Initial Business Response /* (1000, 8, 2015/09/14) */
Dear Ms. [redacted],
We're sorry to learn of your negative experience. It's our understanding that your funds should now be available to you.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 10, 2015/09/15)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I had to borrow monies to purchase medication because of my card being charged and monies was on hold by Zenni. I feel that I should have full reimbursement of the monies for the glasses that I purchased.
Final Business Response /* (4000, 12, 2015/09/21) */
Dear Ms. [redacted],
Your glasses were shipped 09/17/15 with tracking number: XXXXXXXXXXXXXXXXXXXXXX and should be arriving to you shortly. Your HSA funds should also now be available to you. If there's anything further you'd like to discuss, please feel free to email us at [redacted]@zennioptical.com.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/05/06) */
Dear Mr. [redacted],
We've received your returned glasses to our office for inspection. Once the inspection of your glasses has been completed you'll receive the results by email. If you have any further questions or concerns please give us...

a call (XXX) XXX-XXXX.
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2014/11/24) */
Dear Ms. [redacted],
We sincerely apologize that you've been unable to use any of the glasses we've provided you thus far. Upon receipt of your glasses we're happy to honor a 100% refund of $240.75 back to your method of payment since...

you've elected to forgo another remake.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They eyeglasses (2 pair) have been sent back to you as per our agreement for refunding my money ($240.75). You received the eyeglasses on 11/21/2014 at 1047 AM as per tracking # XXXX XXXX XXXX XXXX XXXX XX of the USPS. As of this date, 11/26/2014, I have heard nothing from you. Nothing. I would assume that you would not like theft by fraud added to your already dismal customer service history. I want my money back in the same way you took it; quickly. A copy of this email also goes to Revdex.com and the California Attorney General, Mr. L. [redacted] of the Public Inquiry Office.
[redacted]
Final Business Response /* (4000, 9, 2014/12/04) */
Dear Ms. [redacted],
On 11/24 we responded to your request for a refund. You were issued a refund of $240.75 (TR# XXXXXXXXXXXX) back to your credit card, which can be verified by the transaction number provided.
Thank you,
Zenni Optical
Final Consumer Response /* (2000, 11, 2014/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear Ms. [redacted],
We sincerely apologize you experienced a problem with the glasses you received. Unfortunately, we must first have them returned for inspection before we can consider honoring a refund for the product. If you haven't...

done so already, please contact us to be given the necessary return information.
(XXX) XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear Mr. [redacted],
We apologize that your glasses have broken outside of our 30-day warranty/return period. Our policy is stated on our website (FAQ section) and also listed in the 'terms of use' agreed upon when you placed your order....

You'll also find it below:
You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number if you want to return them for any reason. If you made a mistake during the order, or you just don't like the glasses, you can return them for a 50% refund to the credit or debit card or PayPal account, or for a one-time-use 100% store credit. Unused accessories can be returned for a 100% refund. We will replace broken frames at no charge during this 30-day warranty period. Replacement nose pads and screws are offered for the lifetime of the glasses.
If you feel there is a manufacturing error, return the glasses for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge. Defects in the anti-reflective (AR) coating and photochromic films are warrantied for one (1) year from the date of receipt. This warranty does not cover normal wear and tear to the frames, lenses, or coatings.
Unfortunately, we're unable to honor the return or replacement of your glasses.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure if Zenioptical read my complaint thoroughly.
I understand that they will not replace the lens. That would have been my ideal solution. However, it was not my only offer of a solution. It was unclear to me, and others in my family, that the "return policy" was the full and complete warranty of Zenni.
Their website does not say that the return policy is their warranty, as they claim in their response. My solution to this problem is simple, but I believe necessary. I request that Zenni state something like the following: "Our complete warranty, return and defect policy is as follows:" after which Zenni would list their current return policy.
Doing so would make it clear for future customers and myself that this policy includes defects as well. As I stated in my original complaint, it was not clear from their website nor their agreement that their "return policy" is their full warranty policy. If this is corrected I would be satisfied.
Making the above suggested change or a similar change to their website would resolve my complaint.
Final Business Response /* (4000, 9, 2014/09/04) */
Dear Mr. [redacted],
We sincerely apologize for your dissatisfaction with our warranty/return policy. This information can be found on our website under our Frequently Asked Questions section.
(XXX) XXX-XXXX
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 11, 2014/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure how to respond to their reply. I think I adequately explained the problem in my last response. I even suggested a very simple resolution. Nothing new was added in Zenni Optical's reply.
Obviously they think there is no problem with their "warranty" which is not clearly stated to be their warranty (the real issue in my opinion). I think there is a problem. They have offered no resolution, so I am still unsatisfied.

Initial Business Response /* (1000, 6, 2014/10/20) */
Dear Mr. [redacted],
We sincerely apologize for your negative experience ordering with our company. We've made an exception to our policy, and have extended to you a 100% refund of $19.90 back to your method of payment. Please let us...

know if you have any further questions or concerns, (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 8, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a customer I am very disappointed and will not patronize this business again. There never was a call back from any supervisor....clearly it was easiest for the Zenni to just offer a refund rather than pursuing customer satisfaction. Weak.
Final Business Response /* (4000, 10, 2014/10/29) */
Dear Mr. [redacted],
Please accept our sincerest apologies for your dissatisfaction ordering with our company.
If you have any further concerns you'd like to discuss, please feel free to email us at, [redacted]@zennioptical.com.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear Ms. [redacted],
We apologize that you were unable to reach a member of our customer service by phone. You may also contact us by live chat, email ([redacted]@zennioptical.com) or any of our social media channels.
Your glasses are...

still within our 30-day warranty, therefore, we can send you a replacement frame or remake the glasses if necessary.
We're awaiting your response.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/03/31) */
Dear Mr. [redacted],
We sincerely apologize that your glasses have broken. As previously stated and agreed upon in the 'terms of use' when placing your order, we have a 30-day warranty/return policy. If there were any exceptions that could...

be made on your behalf we'd be happy to, but unfortunately this is our policy.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/03/12) */
Dear Ms. [redacted],
It's our understanding you received your order per a message we received on our Facebook. We apologize that there was a problem with the provided shipping address, but we're happy to hear it's been resolved.
Thank...

you,
**
Zenni Optical

Initial Business Response /* (1000, 8, 2015/11/12) */
Dear [redacted],
We apologize for any confusion you experienced when you placed your order. As previously discussed, we would be happy to honor a 50% refund once we receive your glasses as this order was paid with a one-time use store...

credit.
http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount...⇄ /> Thank you!
[redacted], Zenni Social Team
Initial Consumer Rebuttal /* (3000, 10, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni is at fault for shipping us an item we did not order. They claim we used our, one time store credit to purchase a new pair of glasses. This second set of glasses were simply the correct ones finally being sent out to us - basically a re order. Why should we have to pay for Zenni's incompetence? We just want our money back. If this is not done, then have will have no choice but to pursue this matter thru legal channels. We have already spoken to a federal legal agency, as Zenni shipped subpar goods across state lines, giving them jurisdiction.
Final Business Response /* (4000, 12, 2015/11/19) */
Hi [redacted],
We're sorry for any inconvenience we may have caused. Please return the glasses back to us for an inspection. If the inspection results show that the glasses were made incorrectly, we'd be happy to honor a 100% refund back to your credit card.
Please return the glasses with return authorization number oXXXXXXXXXXXXXXX and a brief explanation of the issue.
The address to return it to is:
[redacted] XXXXX
We'll email you the results as soon as it's available.
If you have any other questions or concerns, please give us a call at (XXX) XXX-XXXX.
Thank you!
[redacted], Zenni Social Team

I thought Zenni was great at first. My glasses arrived quickly and were perfect. After only a few wearings, though, the frames broke. When I asked about getting a replacement - the frames are still up on their website, I got his answer: "Dear J.

Thank you for contacting Zenni Optical.

Since the glasses in this order are beyond our one month return warranty, we cannot offer a refund or replacement. However, we checked with our lab but we don't have any #[redacted] left in stock, nor will we restock them any more. You can check and order other complete pairs online if you would like.

Warm regards,"

So I am out of luck. No warranty, no replacement frames, nothing. And then they have the nerve to ask me to buy more glasses from them!

I have been wearing glasses for over 50 years and I hate that I just found out about Zenni Optical. My order was convenient, pricing was outstanding, delivery was prompt and they provide a tracking number so you can track delivery. I am so very glad I did not let any negative reviews deter me from ordering. I read all the instructions and my expectations were met. Thank you Zenni for saving me over $300 USD for my glasses. I will be ordering more.

Initial Business Response /* (1000, 5, 2015/11/30) */
Hi [redacted],
We're sorry to hear that you were having trouble with your glasses. We've received your glasses, which will be inspected soon; once the inspection has been completed we'll contact you by email to discuss next steps. If you...

have any questions, feel free to give us a call at (XXX) XXX-XXXX.
Thank you!
[redacted], Zenni Social Team
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' response has NOT resolved the complaint. It merely indicate they will check the faulty product I sent back to them. This check typically takes only a few minutes under an inspection scope. I look forward to they proposed solution to this matter.
- [redacted]
Final Business Response /* (4000, 9, 2015/12/23) */
Dear [redacted],
We've inspected your glasses and unfortunately it was found to be made incorrectly. We are sincerely sorry about this, and have requested a full refund back to your credit card ending in 8153 as of 12/17. Please allow 3-9 business days for the refund to be posted into your account.
If you have any other questions, please free to contact us at (XXX) XXX-XXXX.
Thank you!
[redacted], Zenni Social Team
Final Consumer Response /* (2000, 11, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zenni Optical made the wrong glasses as they have admitted here. I ordered a pair of multi-focal transition lens and they made a pair of single vision lens for me. They have issued a full refund to me and an apology. But nothing about my one year of trouble using the glasses. I guess they did the minimum customer service at this point. I will let the case close.

Initial Business Response /* (1000, 8, 2015/01/15) */
Dear Ms. [redacted],
We've completed three separate inspections of your glasses, all of which have found that your glasses were manufactured correctly. Per our return policy, we'd be happy to offer a 50% refund, 100% store credit or...

return the glasses to you. Please give us a call (XXX) XXX-XXXX at your earliest convenience and let us know how you'd like to proceed.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 10, 2015/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The terms and conditions of this company stated at the time of my order that if the product was not manufactured correctly, I could choose a full refund of my money.
The glasses were not manufactured with an accurate prescription. This was obvious to me from the fact that each pair made by Zenni was noticeably different, and that they were noticeably different from my existing pairs of eyeglasses with the same prescription. Additionally, the eyeglasses made by Zenni gave me headaches after wearing them for any length of time.
Final Business Response /* (4000, 12, 2015/01/23) */
Dear Ms. [redacted],
Your glasses, which were inspected on three separate occasions and found to be made correctly, are being held in our office until we hear how you'd like to proceed. Per our return policy, we can offer a 50% refund, 100% store credit or return the glasses to you.
Please give us a call (XXX) XXX-XXXX at your earliest convenience.
Thank you,
Zenni Optical

HORRIBLE company. They take your pupil distance vertically, but not horizontally. So if the glasses don't match up to your eyes, you will be dizzy.. And Zenni will not refund you.
They will give you half of your money back, or give you a store credit, and won't refund your shipping. Why on earth would I want to get another pair of glasses if they didn't make them correctly the first time? Especially if they don't measure your PD correctly?
EVEN THOUGH THE GLASSES WERE MADE INCORRECTLY, THEY WILL SAY THEY WERE MADE RIGHT. I had these glasses checked before I sent them back by not one, but TWO, licensed Optometrists- whom both said they were made WRONG.
They will make you pay to send them back, refuse the package, then you have to call them and let them know what's going on. Pay to re-send it.. Then wait a few weeks for them to "look at the glasses" to see if there was a mistake. Then email you and tell you that they will not be giving you your money back, shipping or anything. I will NEVER recommend this company to anyone. EVER.

Initial Business Response /* (1000, 7, 2014/07/18) */
Dear Mr. [redacted],
When manufacturing our progressive lenses, we don't offer custom segment heights; we do a standard. Our recommendation is that you consider choosing a different frame (other than #XXXXXX), while keeping in mind the...

segment height you need. If you have any questions regarding this, please give our customer service a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical