America's Best Furniture Warehouse

Initial Business Response /* (1000, 8, 2015/12/31) */
Dear ***,
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 /* (1000, 5, 2015/05/18) */
Dear Ms***,
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

Thank you for giving us this opportunity to address your complaintFirst, because you suggest in your complaint that the delivery time did not comply with the shipping option you chose, we want to confirm that you selected Priority shipping on your orderOn our website we advise that the delivery
timeframe for Priority shipping is 10-days*** Insofar as your glasses were delivered to you days after the day you placed the order, we can confirm that you received the order within this promised timeframeNevertheless, we were sorry to learn that you had an issue with the frame of your glassesWe were also sorry that you contacted Zenni Optical Customer Service about this matter after the 30-day warranty period endedOur return policy is stated here: *** Had you contacted us about the glasses within the 30-day warranty period, we would have been able to assist you by mailing you a replacement frame, or, as a customer service exception, accept the glasses back to see if we could swap your lenses into a new replacement frameHowever, because you advised that adhesive was used to attempt to repair the glasses, we are also sorry to confirm that we cannot accept back for repair glasses on which an adhesive was appliedOf course, we apologize for any disappointment you may experience as a result

Initial Business Response /* (1000, 6, 2015/08/10) */
Dear Ms***,
Per your request we've honored a 100% refund of $for your returned glassesIf 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, 8, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have provided a 100% refunded I am satisfied with that

Initial Business Response /* (1000, 8, 2015/09/29) */
Dear Ms***,
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 /*
(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, 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

Dear *** ***,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 *** *** ***(Transaction number available upon request)If there's anything
else we can help you with, please feel free to contact us at *** ***.Thank you!Zenni Optical

Hello, I did hear back last night and, supposedly, I have new glasses being manufacturedIt took me posting my complaint everywhere I could think of for them to even initiate a conversationWe'll see if they arrive in a timely mannerThank you, ***

Initial Business Response /* (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 /* (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
- *** *** **
Final Business Response /* (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 /* (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

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Ms***,
We're sorry to hear that you're having trouble with the glasses you receivedWe have a generous 30-day warranty/return policyIf you haven't done so already, please give us a call (XXX) XXX-XXXX to discuss return options
We're happy to work with you towards a resolution
Thank you,
Zenni Optical

Complaint: ***
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,
*** ***

Hi Jennifer,
Thank you for the follow upI have reviewed the recent response from Zenni Optical regarding your complaintThe business has offered to provide a 50% refund or 100% store creditIn your recent response it sounds like you are not interested in either options, please understand that
your Revdex.com is a non-profit reporting agency with no enforcement capabilitiesPlease let me know how you would like for me to proceed on your behalf
Kind Regards,
Tahira**

Initial Business Response /* (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

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 ***, 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

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Mr***,
We apologize that your order experience this time around hasn't been the smoothestIt's our understanding that you've now received your newly remade glasses; delivered via USPS on 08/03/If there's anything further you'd
like to discuss, please don't hesitate to let us know
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 10, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was forced to pick another frame
I was forced to use a "one time only" full credit because they refused to accept responsibility for making the glasses incorrectly
I was forced to pay for shipping for the new glasses
They did not honor their "100% satisfaction guarantee" as posted on their website(advertising as I was not 100% satisfied)
Final Business Response /* (4000, 14, 2015/09/09) */
Dear Mr***,
We're very sorry to hear that you had trouble with the glasses you receivedUpon two careful inspections, we found the glasses to be manufactured correctlyOn 07/08/you were issued 100% store credit to reorder, in accordance with our return policy
http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#f...⇄ /> Thank you,
Zenni Optical

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for refunding me in fullPlease notify that I appreciate Crystal taking ownership of this issue and helping to address it in a more professional way. Sincerely, Bruce***

Thank you for posting your complaint on the Revdex.com website, which gives us another opportunity to address this issueIn response to your Consumer Affairs and Trustpilot reviews, our lab emailed you on Jan24, 2018, to apologize for providing an incorrect estimated outer-edge
thickness for your lensesThey advised that the estimated outer-edge thickness calculation they emailed you on Jan22, 2018, millimeters for the right lens, mm for the left lens, was incorrectOf course, we are sorry the lab provided an incorrect estimate, and we want to confirm that they advised, in their response to your Consumer Affairs and Trustpilot reviews, that the correct outer-edge thickness for your right lens should be mm and for your left lens, mmGiven this calculation, the lab asked you to re-measure the outer edges of your glasses, and if your measurement again finds that the outer edges are thicker than these measurement estimates, they asked you to notify them of this, and they said that based on this re-measurement, if the thicknesses fall outside the estimated range, they will remake your glassesWe also want to apologize that the lab asked you to take these extra steps to re-measure lenses you already measuredTherefore, we want to confirm that you do not have to do this subsequent measurement, since you already measured the outer-edge thickness of your lensesWe are advising the lab to remake your glasses without you having to measure the outer-edge thickness of your lenses again, and without you having to contact our lab again with the subsequent measurementsYou should receive an email no later than tomorrow morning with a new order number confirming that the lab is remaking your glassesOnce again, we are sorry for the thickness of the outer edges of your lenses, the incorrect estimate the lab provided, and the extra steps the lab asked you to takeIn addition, you can be confident that we are advising the lab to make sure the remade glasses have outer-edge thicknesses that are in keeping with their revised estimateMoreover, we are instructing the lab to send the remade glasses to our U.Sheadquarters office, so that we may confirm that the outer-edge thicknesses of the lenses are in keeping with the most recent thickness estimate they provided

Thank you for posting your complaint, which gives us another opportunity to address this matterWe are sorry to learn that you did not get the return call that you were promised you would receive from the supervisor on the day of your callMoreover, looking at the notes in the database record of this order, it appears that you did not get a return call the next day, eitherConsequently, we want to apologize for any dissatisfaction you experienced as a resultWe are also sorry to learn that the absence of correction on either side of the progressive reading corridor makes it difficult for you to use these glasses, contrary to the vast majority of Zenni Optical customers, who either are familiar with this style of progressives or readily get used to them, sometimes with a little coachingFor customers who are not used to the style of progressive glasses we provide, we advise that you may successfully use them, as you noted, by, in effect, pointing your nose at what you are readingOf course, we also want to apologize for the dissatisfaction you experienced as a result of this matter, as well, since you do not expect that you will be able to use our style of progressive glassesHowever, since you state that Zenni does not provide the information about the way our progressive glasses are constructed, we regret that you were unaware that we include this information on the tool tip (the white question mark in the teal circle) next to PRESCRIPTON TYPE on the Order Your Glasses page, to which you are taken when you have selected a frame and click ORDER GLASSESNevertheless, as a result of your complaint and the information you provided, since you confirm that your vision through the upper portion of the lens is fine, and that you are only having trouble using the progressive reading corridor, we asked our most senior optical inspector to telephone you to discuss this matterWe understand that he provided information about how to use our progressives, and that he mentioned that one contributing factor in the difficulty you are experiencing may be the height of the lens, which determines where the progressive reading segment begins on the lensesWe are pleased to know that our inspector is emailing you both a prepaid mailing label that you may use to return these glasses to us for inspection, and instructions to return the glasses for inspection, after you have followed his suggestions in trying to make these progressive glasses work for you, should you find that you cannot adjust to themAs the inspector advised, if you are unable to get used to these glasses and you return the glasses for inspection, if our inspection finds any defect in these glasses, in the progressive reading corridor placement or anything else, we can provide a full refund of the purchase, which will include the shipping fee, to your PayPal accountThank you again for your complaintWe hope you find that you can successfully use these glasses, but if you cannot, we will be eager to receive these glasses back for inspection, to determine if in any aspect we made them incorrectly

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 ***, 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 /* (1000, 5, 2016/01/04) */
Dear ***,
We're so sorry to hear about your experienceWe'd like to make an exception and refund the rest of the amount back to your credit cardPlease allow 24-hours for the request to be completedPlease be advised, depending on your
credit card company it may take 3-business days to see the refund back to your account
Thank you!
Zenni Optical