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Thank you for posting your complaint, which gives us another opportunity to address these issuesWe were very sorry to learn that your glasses broke, but we understand that you sent them back to us for inspection of the prescription and pupillary distance (PD), and that we repaired the returned glassesOur inspection found that the prescription and pupillary distance on the lenses matched what you entered on the websiteTherefore, the refund options we offered, a percent refund to the PayPal account that was your source of payment, or a percent refund in the form of store credit, were the correct options for you, and we are also sorry if these refund options were unacceptableNevertheless, we want to confirm that these are our refund policies as stated on our website, and to which you agreed when you placed your order: [redacted] We understand that it can often be confounding when the customer cannot see well with the glasses and our inspection finds them to be correctSince this is your first order with Zenni Optical, we cannot review previous orders you placed with us, using the same prescription and PD, to determine if we made glasses for you with these values that worked for youSince you mention that you were dissatisfied with the customer service you received, and that you advise that you sent a private message to us and after hours did not receive a response, we want to apologize that we did not reply to your message within this time frameMoreover, since you mention that you believe that we edited your review to eliminate mentions of the customer service we provided and that we changed the rating you gave from one to two stars, we also want to apologize for any misunderstanding about the administration of the reviews and star ratings on our websiteOn our Facebook page we may block content that includes personal information that is inappropriate to post on a public site, or content that diverges from acceptable business communication – i.e., obscene or otherwise inappropriate language, such as ethnic slursNevertheless, we want to confirm that we did not alter your specific review on our website in any way, and that we do not have the capacity to alter the text or star ratings of reviews of frames on our websiteIn addition, since you raised this issue, we brought this matter up with our IT department, which manages the posting of reviews on our websiteOur IT manager confirmed that this department has only these functions regarding reviews posted on our website – they can approve or reject a review, or hold it until it is deemed to be either approved or rejectedWe hope this information is helpful in clarifying how we manage customer reviews on our website

Thank you for posting your rejection of our response, which allows us to address these matters once againThe Jan28, 2018, note in the database record of your Jan18, 2018, order regarding your online chat with our representative indicates that you advised the chat representative that you would like a full refund of this order, not the previous order, placed Sept12, We are sorry if our chat representative misunderstood your request to refund the September order and not the January orderNevertheless, we want to confirm that the full amount you spent on both orders – even though the second order was paid for partially with store credit – was refunded to your credit cardWe trust that these matters are resolved to your satisfaction, and we hope that you find another optical retailer that meets your needs

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ Dear Mr***, We're sorry to learn of your negative experienceUnfortunately, our website was down a couple of hours on 08/31/due to high volume while hosting a 24-hour flash saleWe appreciate your feedback and invite you to visit us again Thank you, Zenni Optical

Complaint: [redacted] I am rejecting this response because: I haven’t received my remade glasses yetYes, they were remade at no cost, but this wasn’t in my errorZennni made the lenses incorrectlyTold me multiple times through email and fb that their lab was correctIt took contacting, Revdex.com, Consumer Affairs and Trust Polit to get any results or honest answersI had to mail back my poorly made glasses per their email requestWith zero compensation and their statements stating I should be happy with this resultThis hassle is in no part my fault and I’ve now been waiting a month for glasses I paid for back on Jan6, Sincerely,Carey [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Dear Mr [redacted] , We're sorry to hear that you're having trouble with your glassesIt's our understanding that you'll be returning them for inspectionOnce the inspection has been completed and the results are known, we'll be happy to consider honoring a full-refund for the pair Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say I must again return both pair of glassesI did this once before and they stated the glasses were wrongThen they state they will only consider giving me a full refund, not give me a full refundI believe Zenni has turned into the typical Chinese ripoff company with inferior productsThey make do food that kills dogs and baby formula full of chemicals My middle ground is a refund of half of what I paid for the glasses Zenni just wants to run its dissatisfied customers around in circles and then give them nothingI feel sorry for anyone who buys glasses from Zenni Final Business Response / [redacted] (4000, 9, 2015/10/22) */ Dear Mr [redacted] , As per the Terms of Use agreed upon at the time you placed your order, we require the glasses be returned for inspection before we're able to consider an exception to our policy on your behalfPlease feel free to give us a call (XXX) XXX-XXXX if you'd like to discuss this further Thank you, Zenni Social Team Final Consumer Response / [redacted] (4200, 12, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I SENT THE GLASSES BACK ONCE ALREADY AND THEY DID NOT FIX THEM SO WHAT CONFIDENCE DO I HAVE THAT THEY WILL DO IT AGAINTHIS COMPANY IS ACTING IN BAD FAITH AND DESTROYING ANY REPUTATION THEY HAVEHOW LONG AM I SUPPOSE TO WAIT TO HAVE A SET OF GLASSESI HAD TO GO OUT AND BUY GLASSES FROM SOMEONE ELSEI DO NOT ACCEPT THEIR RESPONSE AND THEY MAY SAVE SOME MONEY BY ACTING THIS WAY BUT THEY WILL RUIN THE COMPANY

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Dear Mr [redacted] , We're very sorry for any inconvenience caused to you due to USPS losing your order while in transit Your glasses were remade and delivered to you on 05/16/(TR# XXXXXXXXXXXXXXXXXXXXXX) If you have any additional questions or concerns, please don't hesitate to give us a call (XXX) XXX-XXXX Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni did the right thing hereThey did remake my order without additional cost to meThank you for your timely resonse [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ Hi ***, We're sorry to hear that you were having trouble with your glassesWe've received your glasses, which will be inspected soon; once the inspection has been completed we'll contact you by email to discuss next stepsIf you have any questions, feel free to give us a call at (XXX) XXX-XXXX Thank you! ***, Zenni Social Team Initial Consumer Rebuttal / [redacted] (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 complaintIt merely indicate they will check the faulty product I sent back to themThis check typically takes only a few minutes under an inspection scopeI look forward to they proposed solution to this matter - [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/23) */ Dear ***, We've inspected your glasses and unfortunately it was found to be made incorrectlyWe are sincerely sorry about this, and have requested a full refund back to your credit card ending in as of 12/Please allow 3-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! ***, Zenni Social Team Final Consumer Response / [redacted] (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 hereI ordered a pair of multi-focal transition lens and they made a pair of single vision lens for meThey have issued a full refund to me and an apologyBut nothing about my one year of trouble using the glassesI guess they did the minimum customer service at this pointI will let the case close

Complaint: [redacted] I am rejecting this response because: Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint # [redacted] You've responded to my previous complaint with Zenni--this was for Axis Optical [redacted] Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Mr***,
We sincerely apologize that your glasses were manufactured incorrectlyA 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.)

Initial Business Response /* (1000, 5, 2015/12/14) */
Dear ***,
So sorry to hear about your latest experience with usWe've inspected your glasses and found them to be manufactured correctlyUnfortunately, we do not refund shipping charges if the inspection results state there was no
manufacturing errorPlease refer to our Terms of Use, Section 8: http://www.zennioptical.com/terms-of-use
Thank you!
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The glasses were clearly crookedThe holes in the lenses where the frame attached, did not line up
The glasses were of a different size than the identical pair I ordered last time (which I wear daily)
These new glasses were clearly defective

Initial Business Response /* (1000, 5, 2015/05/26) */
Dear Mr***,
Per your request, you were issued a 100% refund of $back to your method of payment on 05/21/(TR# XXXXXXXXXXXX)If you have anything further you'd like to discuss, please give us a call (XXX) XXX-XXXX
Thank
you,
Zenni Optical

Initial Business Response /* (1000, 9, 2015/06/09) */
Dear Ms***,
We're very sorry to hear that your glasses have broken due to impactWe'd be happy to honor a full-refund, however, they must be returned firstPlease give us a call (XXX) XXX-XXXX at your earliest convenience so we can
assist you in this as quickly as possible
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 11, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already stated to Zenni Optical, I am not going to spend my own time and money to ship the glasses back to themThey are missing a piece that was damaged in the accident, and I consider them evidence in this caseI have modified them with tape and padding to use as a temporary solution for my son until another pair can be ordered (obviously from another company)
In addition, I do not see this response as addressing at all the issue of the glasses being advertised very specifically for contact sports, yet being very definitely the cause of an injury in an impact
Final Business Response /* (4000, 13, 2015/06/15) */
Dear Ms***,
We'd be happy to honor your request for a full-refund of your glasses in this casePlease give us a call (XXX) XXX-XXXX to obtain the necessary return informationOnce the glasses are received back to our offices, we'll immediately issue the refund
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 15, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to recieve the same response requiring me to return the glasses at my own expense, and ignoring the issue of the deceptive advertisingNo, I am not satisfied with this responseThe glasses are evidence in a potential lawsuitAs I have now reiterated four separate times, I'm not going to return them to you
Is anyone going to take this seriously, or do I move this on to a lawyer at this point?

Complaint: ***
I am rejecting this response because: I am not receiving my full refund of what I paid forI do not wish to continue doing business with this company and deserve my full payment as I have given them for the cost of the productThe website suggests that the customer can measure the PD at home WITH a measuring tool that is provided by Zenni opticalWhich indicates the PD does NOT require to be given from my doctorI measured my own PD because I was instructed to do so by ZenniThe PD I provided at the time of checkout is the should be the correct PD enteredNow I suggest to Zenni NOT to recommend their customers to do this themselves because if there should be an error, the customer is then at risk of not receiving their full refund.
Sincerely,
*** ***

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 companyThe communications mentions 'loans' requiring a social security number, among other highly
private and personal informationAlso, no one at our company is named *** ***

Initial Business Response /* (1000, 8, 2015/09/14) */
Dear Ms***,
We're sorry to learn of your negative experienceIt'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 ZenniI 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***,
Your glasses were shipped 09/17/with tracking number: XXXXXXXXXXXXXXXXXXXXXX and should be arriving to you shortlyYour HSA funds should also now be available to youIf there's anything further you'd like to discuss, please feel free to email us at ***@zennioptical.com
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/11/19) */
Hi ***-
We're so sorry to hear you were having trouble with your glassesWe've reviewed your order, it's our understanding that you've placed a new order to return the previous order for a 100% refund back to your credit card
If you
have further concerns, please give us a call at (XXX)XXX-XXXX
Thank you!
Zenni Optical

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 *** *** 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 ***,So sorry to hear about your
negative experience with one of our Zenni representativesI've reviewed your order and found that we remade our order at no charge, which was delivered on March 14, We hope that we were able to help address your concernsIf you have any further questions or need any further assistance, please do not hesitate to call us at (*** ***Thanks for reaching out.***, Zenni Social Team

Thank you for giving us this opportunity to address your complaintWe were sorry to learn that you were unable to see well with the eyeglasses from this order, which was paid for partially with a credit card and partially with store creditThis store credit was issued to your account after your
previous order was returned to usWe understand that you were unable to see well with the glasses from that previous order, because although you entered your prescription correctly, the pupillary distance (PD) was entered incorrectly, as you confirmed to the customer service representative with whom you spokeYou noted during this conversation that your correct PD is a different valueOf course, we were also sorry to learn that, although your next order was placed with the correct prescription, you entered a different PD value than what you advised was your correct PD to our representativeWe were also sorry to learn that you were unable to see with these glasses, as wellHowever, because there is no confirmation from your eye doctor of the accurate PD, and because you have advised of three different PD measurements, two of which you used on your orders, we would urge you to get your PD measured by an optical professional, so the accuracy of the PD can be confirmed so you may order glasses with your correct prescription and PDNevertheless, because this order was purchased partially with the store credit that was issued, and partially with a credit card, we can confirm that, if you contact Zenni Optical Customer Service to obtain a Return Merchandise Authorization number to send these glasses back to us for a refund, your refund option would be a 50% refund to your credit card of the amount of store credit you spent on this order, as well as a 100% store credit refund of the amount of the order you paid for with your credit cardIf you have any questions, please do not hesitate to contact Zenni Optical, at ***

Thank you for giving us another opportunity to address your complaintWe would like to reiterate what we offered as a customer service exception on Sept14, 2017: If you return the glasses to us for inspection, and our inspection finds that we made the glasses incorrectly, we will provide a full refund of the purchase, even though the prescription was entered incorrectlyWe hope that you will return these glasses for inspection, and we also hope that this represents an acceptable resolution to this matter