Zenni Optical

Initial Business Response /* (1000, 5, 2014/05/16) */
Dear Mr. [redacted],
We apologize that your glasses have broken. As stated on our website and in our 'terms of use' we have a 30-day warranty/return policy. Unfortunately, your glasses are outside of warranty, however, you're welcome to...

order a 'frame only' for half cost and swap your lenses into the replacement frame. We also have a video tutorial on our website to assist you.
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2014/10/23) */
Dear Mr. [redacted],
We sincerely apologize that your glasses have broken. As stated on our website, we offer a 30-day warranty/return policy. We're unable to offer you a 100% refund based on this and also due to the fact that they're a...

custom-made medical device. If you have any further questions or concerns, please give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Would you consider supplying new lenses for one pair of the glasses as in both cases the lenses have broken where they join the frame. Both pairs were supplied with the slightly thinner photochromic lenses, perhaps they might not break with the standard thickness lenses.
As it stands right now I am out approx $150 on glasses that have both broken just outside of warranty. If you can supply one pair of standard thickness coated lenses without the photochromic finish that would give me one working pair.
While I understand you have a 30 day warranty for two pairs to have failed within days of the warranty expiring is very disappointing.
Thanks for your attention.
Final Business Response /* (4000, 14, 2014/11/10) */
Dear Mr. [redacted],
We apologize that the warranty of our products was unclear to you at the time you placed your order; they were also agreed upon in the 'Terms and Conditions' at the time you placed your order. Unfortunately, as previously stated your glasses are outside of our 30-day warranty period and we're unable to make any accommodations in this case.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/09/24) */
Dear Ms. [redacted],
We're very sorry to hear there was some confusion while placing your order. When placing an order on our website for reading glasses, you need to convert your prescription if your doctor didn't do so for you already....

We'd be happy to offer you 100% store credit to reorder with our help, please give us a call!
(XXX) XXX-XXXX
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first response to my complaint, made before I contacted the Revdex.com, was to offer half store credit. It's not acceptable. They were sent an exact copy, of a standard prescription for glassesit matched their online form in every way. And when they made a mistake, they claim there's a "formula" and that I needed to "convert" the prescriptionnever mentioned when I placed my order. I do not want another pair of glasses made by a firm that would stoop to thisI need my glasses to see. I don't want a pair of glasses made by a firm that doesn't know a distance from a close-up prescription. Their form asked that question, I answered it, and they admitted that they made distance glasses instead of close-up. I still want a refund. It's not a large sum, but what I got for it was glasses I can't use, and a waste of my time.

Received eyeglasses which were completely wrong in prescription. Zenni Optical would not refund. They were asking me to pay for mailing glasses back to them and then if the prescription was wrong they would do a new pair or give store credit which I think is unacceptable. Wanted full refund. Did not want to deal with seeing if they could get it right when they couldn't the first time. Do not purchase from this company. Should have looked at Yelp the first time when they have so many bad reviews.

Initial Business Response /* (1000, 5, 2015/01/15) */
Dear Ms. [redacted],
It's our understanding one of our supervisors reached out to you by email earlier today regarding your glasses and has extended to you some options that go beyond our normal company return policy.
If you have any...

further questions or concerns, please feel free to address them by email response.
Thank you,
Zenni Optical

I have ordered and received five pairs of glasses from Zenni in the past two years and am completely satisfied with their products and service. I give them an A+ in all areas. The quality you receive for the price you pay is unbeatable!!! I will order from them and recommend them again and again.

Initial Business Response /* (1000, 8, 2015/09/29) */
Dear Ms. [redacted],
We have no record of an order under your name. Can you please provide us with your order number and/or your email address so we may look into this further?
Thank you,
Zenni Optical
Initial Consumer...

Rebuttal /* (2000, 10, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zenni Optical agreed to allow me to exchange the glasses for a 100% store credit.

Initial Business Response /* (1000, 5, 2014/04/22) */
Dear Mr. [redacted],
We sincerely apologize that you were unhappy with the glasses you received. Unfortunately, the inspection of your glasses confirmed they were manufactured correctly and as stated in our 'terms of use' our return policy...

is a 50% refund or 100% store credit; we don't offer full refunds.
Thank you,
**
Zenni Optical

This is my first order from Zenni Optical and I must say it has been an awesome experience. Everything went better than expected from start to finish. I then ordered both my daughter's glasses from them and so far it's still has been a great experience. I will definitely continue to use Zenni Optical as my source for eyewear.

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear Ms. [redacted],
We sincerely apologize that you were unhappy with the segment height of your progressive lenses, however, we make mention of this in the 'tool tip' when you're selecting the prescription type during the order process....


In some cases, you can have the glasses adjusted to account for this.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 8, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I looked all over the website for this tool kit they are referring to. If there is one and I cant find it no one else will, why would they hide something so important, besides, if I choose progressive bifocals, like I did, and the frames says "yes" for progressive lens,then the glasses should be right. Why would they even allow that frame knowing the bifocal will be interfering with the regular prescription, and why does it not alert you then or warn you or have a pop up window telling you. THIS IS DECEITFUL AND
WRONG. I want a full refund. Disclaimer is not where you can find it and the frames should never say "yes" if they can't pull it off.
Final Business Response /* (4000, 10, 2014/09/04) */
Dear Ms. [redacted],
We sincerely apologize for the negative experience you had with your most recent order. Per your request and our return policy, you've been issued a 50% refund of $107.00 (TR#XXXXXXXXXXXX) on 08/29/14. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Final Consumer Response /* (2000, 12, 2014/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
1/2 of the money is not acceptable especially under the circumstances. I chose frames for progressive lens. If they can not deliver a correct prescription with those frames, they should not offer them.
After much effort Zenni has agreed to refund the other 1/2 of the money. I sincerely hope they look into their refund policy and do the right thing by their customers. Because that's what a reputable company does.

Initial Business Response /* (1000, 7, 2015/09/15) */
We'd like to confirm that this particular communication will not be associated with or live on our company profile, as it's clearly not for our company. The communications mentions 'loans' requiring a social security number, among other...

highly private and personal information. Also, no one at our company is named [redacted]

Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Mr. [redacted],
We sincerely apologize that your glasses were manufactured incorrectly. A new pair is being currently being made in our lab; oXXXXXXXXX.
If there's anything further you'd like to discuss, please give us a call...

(XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

although hesitant to order prescription glasses online...I tried Zinni....I just got my new glasses and I am thrilled.....the prescription is correct with multifocal lenses....I like the style I chose and they fit perfectly....I plan to order a second pair for backup as I cannot drive or function well without correction....so very pleased with the price for my purchase,,,,much, much better than expected for $40! Thank You Zinni!

I ordered two pair of eye glasses, one single vision and one progressive. I received both eyeglasses on time. The single vision eye glasses were perfect and fit well. However the progressive eye glasses had several smudges on both lenses. I sent a complaint to Zenni Optical and received a response within 24 hours. I offered pictures and sent them the next day. Again within 24 hours they sent me a replacement order express mail and I received the new lenses including frames in 6 days at zero cost. I immediately checked the lenses and they were perfect. The prices of of these eye glasses were 50% cheaper then GlassesUSA which I purchased two years ago. Zenni Optical offeres a quality frame and lense for a fair price and great customer service. I would recommend Zenni to anyone needing a quality product at amazing prices. Their 100% satisfaction guaranteed is for real!

Initial Business Response /* (1000, 8, 2015/02/19) */
Hello Ms. [redacted],
We'd like to follow up with you regarding the ads you saw. You mentioned you had email correspondence and screen shots of the ad, can you please send them to [redacted]@zennioptical.com. Also, if you recall we'd...

like to know where you viewed them; Facebook, an internet search, pop-up etc.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/03/26) */
Dear Ms. [redacted],
We apologize that you're unhappy with the glasses you received. Our Return Policy is located at the bottom of the mobile screen under 'Terms of Use' for your reference.
It's our understanding that you've been...

issued an RA# to return your glasses for inspection, which must be done before we can proceed. We'll be contacting you by email as soon as this is complete.
Feel free to give us a call if you have any additional questions or concerns, (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want the glasses, just a refund. I searched the whole mobile sight and nowhere was there a refund and return policy. I do not want the glasses, I do not wish to order anymore glasses. I am appalled that an online business, where people may not be happy with a purchase refuses to refund the entire amount. I will not send them back for inspection, I will send them back for a refund. That is all I am willing to accept, I no longer wish to do business with this company.
Final Consumer Response /* (4200, 11, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to call to get things handled, no one was willing to help so this was my only recourse, I understand these are custom made, they are also purchased online with no idea of how they will fit or look. I have purchased glasses from other online places and have always been offered a complete refund if there is any problem with them, those are also custom made. So that is not a viable reason to not offer a complete refund, that is all I will accept, and I will be sure to inform everyone else I know who has purchased from you, how you handle unhappy customwrs.
Final Business Response /* (4000, 15, 2015/05/06) */
We understand that customer's desire for a 100% refund, however, this is not an option we offer (especially in this circumstance). We ask that this claim now be closed. No further action can be taken until the product is returned and the customer has all of the necessary information to do so.

Initial Business Response /* (1000, 5, 2014/03/20) */
Dear Mr. [redacted],
As stated in our 'terms of use' as agreed upon when you placed your order; we have a 30-day return policy. At this time we don't offer discounts on future orders unless otherwise indicated as a promotional code,...

which can be found on the homepage of our website.
Thank you,
**
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In 2013, I received glasses that had such a small bridge they were not even wearable. They sat so high on my nose that the bottom of the frame was at the middle of my eye, and the frame was unadjustable.
I called customer service on 3/11/13 at 4:20pm, a week after receiving them, and was told that there were no returns or anything they could do regarding the glasses. They did not honor their one month warranty.
(This call was in addition to the call placed on 3/7/13 at 10:02am. I have the phone records to substantiate both calls.)
Final Business Response /* (4000, 10, 2014/04/07) */
Dear Mr. [redacted],
Per your original complaint, your glasses order #XXXXXXXXX placed on 02/25/2014 are outside of warranty, and unfortunately no accommodations or exceptions can be made on your behalf.
Please note that our return policy is subject to change as stated in our 'terms of use'.
NO NOTICE OF CHANGES TO POLICY. From time to time and at its sole discretion, Zenni Optical will post a notice on the Site any time these Terms of Use have been changed or otherwise updated. It is your responsibility to review these Terms of Use periodically, and if at any time you find these Terms of Use unacceptable, you must immediately leave the Site and cease all use of the Service and the Site.
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 12, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint is regarding Zenni Optical not honoring their warranty effective in February 2013:
At the time of my order on 2/25/2014, there was a return policy. When I called customer service to send them back on 3/11/13 at 4:20pm, a week after receiving them, I was told that there were no returns and nothing would be done regarding the glasses. I asked to speak to a supervisor, and attendant checked with her supervisor and reitered what she had told me 2 minutes before. The phone call lasted for 5 minutes and I have the phone records to prove this. I am stating this because Zenni Customer Service claims now claims that they have no record of this call. As a company, Zenni did not honor their policy in place at the time, even though it apparently changes often.

Initial Business Response /* (1000, 5, 2014/10/24) */
Dear Mr. [redacted],
We sincerely apologize that your glasses have broken. Unfortunately, as stated on our website we only offer a 30-day return/warranty period and also don't offer lens replacement. If you have any further questions or...

concerns, please give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am a self-employed electrician, in business 25 years. NOTHING is more important to me than giving the customer full value for their money & the idea that I care about their overall satisfaction.
I feel all Zenni cares about is: THEY GOT MY MONEY! They say "We sincerely apologize...", but their words mean nothing!
They lost me as a customer - I'm sure another glasses/optical sales company out their has a better attitude.
Final Business Response /* (4000, 9, 2014/11/03) */
Dear Mr. [redacted],
Again, our sincerest apologies that your glasses have broken. Due to the glasses being approximately 7-months outside of our 30-day warranty period, we're unable to make an exception in this case.
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 13, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have paid for 2 pairs of glasses & have no glasses. Incidentally my daughter's new Zenni glasses just broke (luckily within the ridiculously short 30 day warranty). What I mean when I say "I do not accept this business" proposed resolution" is that I will be taking my business to a company that makes a quality product & is willing to stand behind it.Good luck to you, Zenni - you're going to need it - you just lost 2 repeat customers!

Initial Business Response /* (1000, 5, 2014/03/25) */
Dear Mr. [redacted],
We apologize you felt the return process of your glasses took a long time. The processing of returns is done in the order they're received; your 100% store credit was issued 02/27/14 for the two pairs of returned...

glasses as requested. We also notified you to the email provided in your account ([redacted]@yahoo.com) at that time. If this is no longer the best way to contact you, please update your account information.
It's also our understanding you used your 100% store credit and have received your new order already.
Please let us know if you have any further questions or concerns (XXX) XXX-XXXX.
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 8, 2015/12/31) */
Dear [redacted],
So sorry to hear about your glasses. It's our understanding that you will be returning your order for a full refund. Once we receive your order we will process the full refund and email you the transaction number. If you...

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