Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Hi ***, We're sorry to hear that you were having trouble with your glassesWe've received your order, and will be providing a 50% refund back to your credit card as you agreed to via online chat on 11/ Thank you! ***, Zenni Social Team
Thank you for posting another complaint, which gives us another opportunity to address this issueSubsequent to your posting this complaint, we made a customer service exception to refund percent of the price of the glasses on this order to your PayPal accountYour suggestion to put the prescription on the eyeglasses frame is neither practical nor doable, especially on a thin metal frame such as one of the frames in your order, model [redacted] While some frame manufacturers print some frame dimensions (those of the lens width, bridge, and temple arms) on some frames, It is not customary to print a prescription on a frame, so there is no reason why we would advise that we do not print a prescription on an eyeglasses frameMany customers choose to order different frames for different purposes, i.e., one frame for multi-focal glasses, another frame for single-vision distance glasses, another frame for single-vision computer glasses, and another frame for single-vision reading glasses (or possibly the same frame model in different colors, if several color choices are available for a particular frame), and they keep track of which frame has which prescriptionWe are sorry that this order did not work out for you, and we hope that you find an optical retailer you consider more suitable
Dear ***,Thank you for giving us this opportunity to address your complaintWe requested a second inspection for your order with our in-house optometristAccording to the inspection results, the glasses were made correctlyHe advised that because your prescription was written by an ophthalmologist, your cylinder values were given as positive numbersIt's our understanding that the inspection results you received from your local optical store scoped your glasses under negative numbers since that is their default method- making it seem like the prescription was made incorrectlyIn order to scope your glasses to get accurate inspection results for their machine, the optometrist would have had to convert your prescription which results in -values for the cylinderWe understand that this may be confusing for you, so feel free to give us a call at [redacted] and one of our Zenni representatives will be happy to explain this further.In any case, we also noticed that you purchased our Beyond UV lensesWe've found that customers that never had Beyond UV lenses may take some time to adjust to this specialized lensNevertheless, upon much consideration and after careful review of your order- we unfortunately, cannot honor your request for a full refund since we found that our glasses were manufactured correctly.Please feel free to contact us if you'd like to discuss this further.Thank you!Zenni Optical
Dear [redacted] , Thank you for giving us this opportunity to address your complaintWe’re sorry to hear about your experience with our companyWe reviewed your order and found a full refund for your order was requested as of June 8th, The transaction number for your refund is available upon requestPlease keep in mind, it may take 3-business days to receive your refund depending on your credit card companyIf you wish to discuss this further, please feel free to give us a call at [redacted] or email us at [redacted] Thank you! Zenni Optical
No, I don’t acceptMaybe there would have been no misunderstandings on your agents part of they spoke EnglishInstead you still market yourselves as an American company when actually no part of your actual operating business seems to be in the United StatesYou are not disclosing to your consumers where the glasses are made and that is decitfulI was told by a supervisor that I would still get my second pair of glasses I ordered AND a full refund for all my trouble and your misunderstandings, did you find that call?? Of course you didn’t even though he instructed me to call back to check on the order statusSo in conclusion no, I am absolutely not satisfiedI have been lied to and so have the rest of your customersYour ENTIRE operation is in China and you are being completely dishonest about quality as well as where everything ships fromIf I as the consumer am paying for shipping, I have a right to know where my product is being shipped fromYou all have completely mishandled BOTH transactions and should be held accountable for completely misleading consumers about the fact their products are coming from ChinaComplaint: [redacted] I am rejecting this response because:Sincerely,Kathryn [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Dear Ms***, We're very sorry to hear that your glasses have brokenUnfortunately, when you contacted us the 30-day warranty of your glasses had expiredIf you'd like to discuss this further, please feel free to email us at [redacted] @zennioptical.com Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Inferior quality product while being cleaned with an eye glass cleaning cloth No, I don't accept your [redacted] quality glasses or equally bad customer service I'll make this public This company is selling ***
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ Dear Ms [redacted] , We're currently in the process of remaking your glassesWhen your glasses have been inspected and shipping, we'll notify you by email with tracking informationIf there's anything further you'd like to discuss, please don't hesitate to give us a call (XXX) XXX-XXXX Thank you, Zenni Optical
Initial Business Response / [redacted] (1000, 8, 2015/11/12) */ Dear [redacted] , We apologize for any confusion you experienced when you placed your orderAs 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=1#f...⇄ Thank you! ***, Zenni Social Team Initial Consumer Rebuttal / [redacted] (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 orderThey claim we used our, one time store credit to purchase a new pair of glassesThis second set of glasses were simply the correct ones finally being sent out to us - basically a re orderWhy should we have to pay for Zenni's incompetence? We just want our money backIf this is not done, then have will have no choice but to pursue this matter thru legal channelsWe have already spoken to a federal legal agency, as Zenni shipped subpar goods across state lines, giving them jurisdiction Final Business Response / [redacted] (4000, 12, 2015/11/19) */ Hi ***, We're sorry for any inconvenience we may have causedPlease return the glasses back to us for an inspectionIf 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! ***, Zenni Social Team
Initial Business Response / [redacted] (1000, 10, 2015/08/06) */ We've very sorry to hear that your glasses have broken at the temple armUnfortunately, your glasses are outside of our 30-day warranty period; it's our understanding you received your glasses back in September of last yearIf you'd like to repair your glasses, we recommend ordering a frame only at a 50% discount and swap out you lenses into the new framePlease let us know if you'd like to discuss this further, (XXX) XXX-XXXX http://www.zennioptical.com/faq/m [redacted] Please let me know if you require anything else, [redacted] Marketing Associate Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their reply is exactly what the customer representative told me when I first contacted them about my eyeglassesTherefore, their response is not acceptable All I am asking for is a replacement part for the left piece that fell offMy eyeglasses are NOT brokenI should not have to buy a new pair (not even at 1/price as they are suggestingThey could easily take off the missing piece from their stock and send it to meI'll glady pay $for it Final Business Response / [redacted] (4000, 16, 2015/08/27) */ Dear Ms [redacted] , Unfortunately, pieces of the frame aren't available or sold separately and we cannot accommodate your requestPlease let us know if you'd like to discuss this further, (XXX) XXX-XXXX Thank you, Zenni Optical
Initial Business Response / [redacted] (1000, 8, 2015/09/29) */ Dear Ms [redacted] , We have no record of an order under your nameCan 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 (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
Revdex.com my response (9/25): Thank you for giving us another opportunity to respond to your complaintWe are sorry that you were unable to see well with these glasses, and we understand your dismay when we advised that our inspection found that they were made correctlyMoreover, we want you to know that based on your rejection of the inspection results, we had the glasses re-inspected, and once again our inspection found that the glasses were made correctlySince you advised that, after we confirmed the inspection results, you wanted the percent refund of the price of the glasses refunded to your credit card, we issued this refund to your credit card and confirmed in an email to you that it was issuedWe advised in our previous response to your Revdex.com complaint that if you were to telephone Zenni Optical Customer Service, at [redacted] , we can provide you a detailed explanation of the inspection results and why they varied from the inspection performed locallyOnce again, we are sorry that this pair of glasses did not work out for you, and we apologize for any dissatisfaction you may experience as a result
Complaint: [redacted] I am rejecting this response because: As you can plainly see from looking at the glasses and from the complaints on Google Reviews, Zenni Optical uses cheaply constructed Chinese frames that are not worth putting lenses inThey also do not hold their shape and continually fall off my headManufacturing the lenses wrong just adds icing to the cakeTherefore I emphatically do not want replacement frames and I demand a full refundI will return the glasses to you as proof, but please do not play footsie with my walletYou are already creating plenty of bad karma for yourselves by ripping off customers with badly made cheap glasses Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ Dear [redacted] , So sorry to hear about your glassesIt's our understanding that you will be returning your order for a full refundOnce we receive your order we will process the full refund and email you the transaction numberIf you have any questions or concerns, please feel free to give us a call at (XXX) XXX-XXXX Thank you! Zenni Optical
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Dear ***, So sorry to hear about your experienceIt's our understanding that your new order was delivered on or around 12/Please feel free to contact us at (XXX) XXX-XXXX if you have any other questions or concerns Thanks for reaching out ***, Zenni Social Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm sorry this took me a whileIt looks like the glasses were delivered on December 24th but I was on vacation I don't want to sound like an ungrateful curmudgeonI'm happy my defective glasses were finally replaced They were still not going to resolve the issue after days of multiple back and forth with customer service explaining the issue until I said, "Okay but I want to give you a heads up I have left a review with the following review sites, and contacted the Revdex.com so you may hear from them"Within minutes I had a new pair of glasses ordered and being shipped to my houseHmmmm....thank you? They have a great product when it is make correctlyI shouldn't have to leave a sarcastic review that sounds like a broken record in hopes of making common sense and common business practices - more commonAnd I shouldn't have to contact the Revdex.comBut thank you, I appreciate your (Revdex.com) help in mediating this issue To give a proper compliment sandwich, I'm happy I got the glasses fixedThey are really cute and I can see in them now#WinningThat is all I wantedI hope this serves as motivation for them to update their policies and train their customer service agents to be consistently stellar Thank you for my fixed glassesAnd thank you Revdex.com for being consistent in following up on the issue:)
Thank you for posting your complaint, which gives us another opportunity to address this matterWe provide information to customers about the manufacturing process for their informationWhen a pair of glasses shows that it has been completed at the lab, this does not indicate anything about the shipment from the lab to the U.Sheadquarters office from where orders are shipped, nor does it indicate anything about the shipment from the U.Sheadquarters to our customersWe are sorry that you inferred from the information regarding the processing of your glasses that they would be shipped to you in a time frame based on the manufacturing completionWe are also sorry that you had difficulties when you attempted to obtain information from our online chat team, and that you received conflicting information from Zenni Optical representativesWe should have simply advised that you selected standard shipping, which we promise will get your order to you within 14-days of the date you ordered the glassesYou placed your order on Feb24, 2018, and the U.SPostal Service confirms that your glasses were delivered to you on March 7, This is days from the date you placed your order, well before the promised delivery timeWe were also sorry to learn that you could not see well through the lenses of the two pairs of glasses you ordered from Zenni OpticalWe do not see any indication that you contacted Zenni Optical Customer Service, at [redacted] , to obtain emailed instructions to return these glasses to us for an inspectionIf you contact us, read the prescription to the customer service representative who answers, and this matches what you entered on the order, we will email you those instructions, which will include a Return Merchandise Authorization number that will authorize you to mail the glasses back to us for an inspectionIf our inspection finds that we made both pairs of these glasses incorrectly, we will refund the amount you spent on this order, including your shipping fee, to your credit card, since we understand that you do not want to continue to do business with Zenni OpticalHowever, if our inspection finds that one or both of the pairs of glasses were made correctly, the refund option would be a percent refund to your credit card, a percent refund in the form of store credit, or a free remake of the pair or pairs that inspected as incorrectWe hope to hear back from you, so that we may receive these glasses for inspection and proceed as described
Initial Business Response / [redacted] (1000, 5, 2016/03/17) */ Dear [redacted] , We apologize for the inconvenience you have experiencedWe understand that no company is perfect and once in awhile, human error may occur in our labWe've requested an inspection to be done on your orderOnce we have the inspection results we will email youIn the meantime, please send us a copy of your prescription to [redacted] @zennioptical.com Thanks for reaching out Zenni Optical
Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Dear [redacted] , So sorry to hear about your experienceUnfortunately, we are unable to accommodate your request to have the order remade at no costIt's our understanding that this order was placed on January 5th, and shipped on Jan 16thWe didn't receive any indication that this order was not delivered to you until November 3rd, when you contacted us through our online chatSince then we've issued you a store credit for the value of $on Novemeber 5th to reorder with express shipping, as an exceptionAt this time, the only other exception we can offer you is to place the exact order again at 50% offPlease let us know if you'd like this option by giving us a call at (XXX) XXX-XXXX Thank you Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did call in January of to say I did not get the packageBut I partly have to blame myself for not getting the rep's name that I talked toI will accept the terms because I really wanted those frames but I will never order from the company againI work in a call center and we are taught to always get a name and log info incase something happens or that person calls back we have notesThat was not done in this case and because of it I was screwed
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Dear Ms [redacted] , We're sorry to hear that you're having trouble with the glasses you receivedWe have a 30-day warranty/return policy, which at the time you contacted us had expiredWe're willing to make an exception and remake your glasses if they're found to be manufactured incorrectlyPlease give us a call (XXX) XXX-XXXX so we can give you the necessary return information Thank you, Zenni Optical
Dear [redacted] ***,Thank you for giving us this opportunity to address your complaintWe're so sorry to hear about your experienceWe've reviewed your order and found that a full refund of $has been processed as of [redacted] ***(Transaction number available upon request)If there's anything else we can help you with, please feel free to contact us at [redacted] .Thank you!Zenni Optical
Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Hi ***, We're sorry to hear that you were having trouble with your glassesWe've received your order, and will be providing a 50% refund back to your credit card as you agreed to via online chat on 11/ Thank you! ***, Zenni Social Team
Thank you for posting another complaint, which gives us another opportunity to address this issueSubsequent to your posting this complaint, we made a customer service exception to refund percent of the price of the glasses on this order to your PayPal accountYour suggestion to put the prescription on the eyeglasses frame is neither practical nor doable, especially on a thin metal frame such as one of the frames in your order, model [redacted] While some frame manufacturers print some frame dimensions (those of the lens width, bridge, and temple arms) on some frames, It is not customary to print a prescription on a frame, so there is no reason why we would advise that we do not print a prescription on an eyeglasses frameMany customers choose to order different frames for different purposes, i.e., one frame for multi-focal glasses, another frame for single-vision distance glasses, another frame for single-vision computer glasses, and another frame for single-vision reading glasses (or possibly the same frame model in different colors, if several color choices are available for a particular frame), and they keep track of which frame has which prescriptionWe are sorry that this order did not work out for you, and we hope that you find an optical retailer you consider more suitable
Dear ***,Thank you for giving us this opportunity to address your complaintWe requested a second inspection for your order with our in-house optometristAccording to the inspection results, the glasses were made correctlyHe advised that because your prescription was written by an ophthalmologist, your cylinder values were given as positive numbersIt's our understanding that the inspection results you received from your local optical store scoped your glasses under negative numbers since that is their default method- making it seem like the prescription was made incorrectlyIn order to scope your glasses to get accurate inspection results for their machine, the optometrist would have had to convert your prescription which results in -values for the cylinderWe understand that this may be confusing for you, so feel free to give us a call at [redacted] and one of our Zenni representatives will be happy to explain this further.In any case, we also noticed that you purchased our Beyond UV lensesWe've found that customers that never had Beyond UV lenses may take some time to adjust to this specialized lensNevertheless, upon much consideration and after careful review of your order- we unfortunately, cannot honor your request for a full refund since we found that our glasses were manufactured correctly.Please feel free to contact us if you'd like to discuss this further.Thank you!Zenni Optical
Dear [redacted] , Thank you for giving us this opportunity to address your complaintWe’re sorry to hear about your experience with our companyWe reviewed your order and found a full refund for your order was requested as of June 8th, The transaction number for your refund is available upon requestPlease keep in mind, it may take 3-business days to receive your refund depending on your credit card companyIf you wish to discuss this further, please feel free to give us a call at [redacted] or email us at [redacted] Thank you! Zenni Optical
No, I don’t acceptMaybe there would have been no misunderstandings on your agents part of they spoke EnglishInstead you still market yourselves as an American company when actually no part of your actual operating business seems to be in the United StatesYou are not disclosing to your consumers where the glasses are made and that is decitfulI was told by a supervisor that I would still get my second pair of glasses I ordered AND a full refund for all my trouble and your misunderstandings, did you find that call?? Of course you didn’t even though he instructed me to call back to check on the order statusSo in conclusion no, I am absolutely not satisfiedI have been lied to and so have the rest of your customersYour ENTIRE operation is in China and you are being completely dishonest about quality as well as where everything ships fromIf I as the consumer am paying for shipping, I have a right to know where my product is being shipped fromYou all have completely mishandled BOTH transactions and should be held accountable for completely misleading consumers about the fact their products are coming from ChinaComplaint: [redacted] I am rejecting this response because:Sincerely,Kathryn [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Dear Ms***, We're very sorry to hear that your glasses have brokenUnfortunately, when you contacted us the 30-day warranty of your glasses had expiredIf you'd like to discuss this further, please feel free to email us at [redacted] @zennioptical.com Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Inferior quality product while being cleaned with an eye glass cleaning cloth No, I don't accept your [redacted] quality glasses or equally bad customer service I'll make this public This company is selling ***
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ Dear Ms [redacted] , We're currently in the process of remaking your glassesWhen your glasses have been inspected and shipping, we'll notify you by email with tracking informationIf there's anything further you'd like to discuss, please don't hesitate to give us a call (XXX) XXX-XXXX Thank you, Zenni Optical
Initial Business Response / [redacted] (1000, 8, 2015/11/12) */ Dear [redacted] , We apologize for any confusion you experienced when you placed your orderAs 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=1#f...⇄ Thank you! ***, Zenni Social Team Initial Consumer Rebuttal / [redacted] (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 orderThey claim we used our, one time store credit to purchase a new pair of glassesThis second set of glasses were simply the correct ones finally being sent out to us - basically a re orderWhy should we have to pay for Zenni's incompetence? We just want our money backIf this is not done, then have will have no choice but to pursue this matter thru legal channelsWe have already spoken to a federal legal agency, as Zenni shipped subpar goods across state lines, giving them jurisdiction Final Business Response / [redacted] (4000, 12, 2015/11/19) */ Hi ***, We're sorry for any inconvenience we may have causedPlease return the glasses back to us for an inspectionIf 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! ***, Zenni Social Team
Initial Business Response / [redacted] (1000, 10, 2015/08/06) */ We've very sorry to hear that your glasses have broken at the temple armUnfortunately, your glasses are outside of our 30-day warranty period; it's our understanding you received your glasses back in September of last yearIf you'd like to repair your glasses, we recommend ordering a frame only at a 50% discount and swap out you lenses into the new framePlease let us know if you'd like to discuss this further, (XXX) XXX-XXXX http://www.zennioptical.com/faq/m [redacted] Please let me know if you require anything else, [redacted] Marketing Associate Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their reply is exactly what the customer representative told me when I first contacted them about my eyeglassesTherefore, their response is not acceptable All I am asking for is a replacement part for the left piece that fell offMy eyeglasses are NOT brokenI should not have to buy a new pair (not even at 1/price as they are suggestingThey could easily take off the missing piece from their stock and send it to meI'll glady pay $for it Final Business Response / [redacted] (4000, 16, 2015/08/27) */ Dear Ms [redacted] , Unfortunately, pieces of the frame aren't available or sold separately and we cannot accommodate your requestPlease let us know if you'd like to discuss this further, (XXX) XXX-XXXX Thank you, Zenni Optical
Initial Business Response / [redacted] (1000, 8, 2015/09/29) */ Dear Ms [redacted] , We have no record of an order under your nameCan 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 (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
Revdex.com my response (9/25): Thank you for giving us another opportunity to respond to your complaintWe are sorry that you were unable to see well with these glasses, and we understand your dismay when we advised that our inspection found that they were made correctlyMoreover, we want you to know that based on your rejection of the inspection results, we had the glasses re-inspected, and once again our inspection found that the glasses were made correctlySince you advised that, after we confirmed the inspection results, you wanted the percent refund of the price of the glasses refunded to your credit card, we issued this refund to your credit card and confirmed in an email to you that it was issuedWe advised in our previous response to your Revdex.com complaint that if you were to telephone Zenni Optical Customer Service, at [redacted] , we can provide you a detailed explanation of the inspection results and why they varied from the inspection performed locallyOnce again, we are sorry that this pair of glasses did not work out for you, and we apologize for any dissatisfaction you may experience as a result
Complaint: [redacted] I am rejecting this response because:the truth has still not been told.Sincerely,Jan [redacted]
Complaint: [redacted] I am rejecting this response because: As you can plainly see from looking at the glasses and from the complaints on Google Reviews, Zenni Optical uses cheaply constructed Chinese frames that are not worth putting lenses inThey also do not hold their shape and continually fall off my headManufacturing the lenses wrong just adds icing to the cakeTherefore I emphatically do not want replacement frames and I demand a full refundI will return the glasses to you as proof, but please do not play footsie with my walletYou are already creating plenty of bad karma for yourselves by ripping off customers with badly made cheap glasses Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ Dear [redacted] , So sorry to hear about your glassesIt's our understanding that you will be returning your order for a full refundOnce we receive your order we will process the full refund and email you the transaction numberIf you have any questions or concerns, please feel free to give us a call at (XXX) XXX-XXXX Thank you! Zenni Optical
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Dear ***, So sorry to hear about your experienceIt's our understanding that your new order was delivered on or around 12/Please feel free to contact us at (XXX) XXX-XXXX if you have any other questions or concerns Thanks for reaching out ***, Zenni Social Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm sorry this took me a whileIt looks like the glasses were delivered on December 24th but I was on vacation I don't want to sound like an ungrateful curmudgeonI'm happy my defective glasses were finally replaced They were still not going to resolve the issue after days of multiple back and forth with customer service explaining the issue until I said, "Okay but I want to give you a heads up I have left a review with the following review sites, and contacted the Revdex.com so you may hear from them"Within minutes I had a new pair of glasses ordered and being shipped to my houseHmmmm....thank you? They have a great product when it is make correctlyI shouldn't have to leave a sarcastic review that sounds like a broken record in hopes of making common sense and common business practices - more commonAnd I shouldn't have to contact the Revdex.comBut thank you, I appreciate your (Revdex.com) help in mediating this issue To give a proper compliment sandwich, I'm happy I got the glasses fixedThey are really cute and I can see in them now#WinningThat is all I wantedI hope this serves as motivation for them to update their policies and train their customer service agents to be consistently stellar Thank you for my fixed glassesAnd thank you Revdex.com for being consistent in following up on the issue:)
Thank you for posting your complaint, which gives us another opportunity to address this matterWe provide information to customers about the manufacturing process for their informationWhen a pair of glasses shows that it has been completed at the lab, this does not indicate anything about the shipment from the lab to the U.Sheadquarters office from where orders are shipped, nor does it indicate anything about the shipment from the U.Sheadquarters to our customersWe are sorry that you inferred from the information regarding the processing of your glasses that they would be shipped to you in a time frame based on the manufacturing completionWe are also sorry that you had difficulties when you attempted to obtain information from our online chat team, and that you received conflicting information from Zenni Optical representativesWe should have simply advised that you selected standard shipping, which we promise will get your order to you within 14-days of the date you ordered the glassesYou placed your order on Feb24, 2018, and the U.SPostal Service confirms that your glasses were delivered to you on March 7, This is days from the date you placed your order, well before the promised delivery timeWe were also sorry to learn that you could not see well through the lenses of the two pairs of glasses you ordered from Zenni OpticalWe do not see any indication that you contacted Zenni Optical Customer Service, at [redacted] , to obtain emailed instructions to return these glasses to us for an inspectionIf you contact us, read the prescription to the customer service representative who answers, and this matches what you entered on the order, we will email you those instructions, which will include a Return Merchandise Authorization number that will authorize you to mail the glasses back to us for an inspectionIf our inspection finds that we made both pairs of these glasses incorrectly, we will refund the amount you spent on this order, including your shipping fee, to your credit card, since we understand that you do not want to continue to do business with Zenni OpticalHowever, if our inspection finds that one or both of the pairs of glasses were made correctly, the refund option would be a percent refund to your credit card, a percent refund in the form of store credit, or a free remake of the pair or pairs that inspected as incorrectWe hope to hear back from you, so that we may receive these glasses for inspection and proceed as described
Initial Business Response / [redacted] (1000, 5, 2016/03/17) */ Dear [redacted] , We apologize for the inconvenience you have experiencedWe understand that no company is perfect and once in awhile, human error may occur in our labWe've requested an inspection to be done on your orderOnce we have the inspection results we will email youIn the meantime, please send us a copy of your prescription to [redacted] @zennioptical.com Thanks for reaching out Zenni Optical
Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Dear [redacted] , So sorry to hear about your experienceUnfortunately, we are unable to accommodate your request to have the order remade at no costIt's our understanding that this order was placed on January 5th, and shipped on Jan 16thWe didn't receive any indication that this order was not delivered to you until November 3rd, when you contacted us through our online chatSince then we've issued you a store credit for the value of $on Novemeber 5th to reorder with express shipping, as an exceptionAt this time, the only other exception we can offer you is to place the exact order again at 50% offPlease let us know if you'd like this option by giving us a call at (XXX) XXX-XXXX Thank you Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did call in January of to say I did not get the packageBut I partly have to blame myself for not getting the rep's name that I talked toI will accept the terms because I really wanted those frames but I will never order from the company againI work in a call center and we are taught to always get a name and log info incase something happens or that person calls back we have notesThat was not done in this case and because of it I was screwed
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Dear Ms [redacted] , We're sorry to hear that you're having trouble with the glasses you receivedWe have a 30-day warranty/return policy, which at the time you contacted us had expiredWe're willing to make an exception and remake your glasses if they're found to be manufactured incorrectlyPlease give us a call (XXX) XXX-XXXX so we can give you the necessary return information Thank you, Zenni Optical
Dear [redacted] ***,Thank you for giving us this opportunity to address your complaintWe're so sorry to hear about your experienceWe've reviewed your order and found that a full refund of $has been processed as of [redacted] ***(Transaction number available upon request)If there's anything else we can help you with, please feel free to contact us at [redacted] .Thank you!Zenni Optical