America's Best Furniture Warehouse

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Hope that I actually receive the replacement. Satisfied with response.Sincerely, Selene ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I am still extremely disappointed in the way everything was handled, how long everything took, and the extreme lack of communication
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/08/14) */
Dear Ms***,
We're sorry to hear that you were unhappy with the fit of your glassesOur return policy as agreed upon when you placed your order, is a 50% refund or 100% store credit to reorderPlease let us know at your earliest
convenience how you'd like to proceed, (XXX) XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 7, 2015/05/04) */
Dear Mr***,
Per your discussions with our customer service we made an exception to remake your glassesIt's our understanding via your tracking number (TR# XXXXXXXXXXXXXXXXXXXXXX) that they were delivered 05/02/
If you have any
further questions or concerns, feel free to give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 9, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I received the replacement pair of eye glasses in the mail
I cannot use them for daily use as initally purchased back in Sept
They've sent me faulty pairs of eyeglasses
See Zenni's reply on 10-6-(PAGE 1), and the change in response about the AR coating from 10-22-(PAGE 2)Email transcript: ***
While initially only giving me half-refund offer of $27.xx - Zenni mailed this pair out to me and finally acknowledged there was AR Coating on one lens and not the other (as my eye doctor and Lenscrafter optician both gave their expert opinion on)
As a MIDDLE GROUND offer:
Please request that Zenni Optical simply refund me the cost of eyeglasses and mailing cost, remaining store credit (not the doctor's visit),
Eyeglasses $
Fedex mailing cost $
Online Store Credit Balance $
Total: $
It'll be another $if they want their junk back: $
It's a nominal expense - but what a headache for an average consumer to recoup it!
The mailing address for the refund check is:
*** ***
*** N *** Rd***
*** ** XXXXX
Thanks
Final Business Response /* (4000, 11, 2015/05/20) */
Dear Mr***,
If you're unhappy with the pair of glasses you receivedPlease give us a call (XXX) XXX-XXXX at your earliest convenience so we can do our best to resolve this
Thank you,
Zenni Optical

Initial Business Response /* (1000, 6, 2015/08/07) */
Dear Mr***,
We're sorry hear that there was some confusion while placing your orderIt's our understanding that you were issued 100% store credit on 07/to reorderPlease let us know if you have any further questions or concerns (XXX)
XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, the mistake was theirs, not mineI will not accept a partial refundPlease provide a full refund in the amount of $You may send a check to the address on my account, or refund the amount back on to the credit card I used to make the purchaseThank you
Final Business Response /* (4000, 10, 2015/08/31) */
Dear Mr***,
We apologize that there was some confusion while placing your order and for any miscommunication by our live-chat representativeWe'll be issuing an additional $in store creditIf there's anything further you'd like to discuss, please give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Mr***,
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 /* (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 /* (4000, 9, 2015/10/22) */
Dear Mr***,
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 /* (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

Thank you for posting your rejection of our response, which provides us another opportunity to address this matterYou returned three pairs of glasses from your orderWe inspected two of them last week and found them to be incorrectTherefore, on March 9, 2018, we refunded your credit card the full amount you spent on these glassesOn March 10, 2018, we emailed you confirmation of this refundToday, March 12, 2018, we re-inspected the third pair of glasses and found them to be incorrect, as wellWe are asking our lab to issue a full refund of the amount you spent on those glasses as wellYou should receive an email later tonight or no later than tomorrow morning, confirming this refundOnce this refund has been issued, your order will have been fully refundedWe hope that this resolves this matter to your satisfaction

Initial Business Response /* (1000, 8, 2015/11/12) */
Dear ***,
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 /* (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 /* (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:
*** 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

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 ***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

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear ***,
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 /* (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 /* (1000, 5, 2015/11/30) */
Hi ***,
We're so sorry for the inconvenience we may have causedIt's our understanding that a full refund of has been issued back to your credit card ending in ***If you have any other questions or concerns, please feel free to
call us at (XXX) XXX-XXXX
Thank you!
***, Zenni Social Team
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund issued as requested

Thank you for posting your complaint, which gives us another opportunity to address this matterWe were sorry to learn that the prescription lenses of your eyeglasses kept coming out of your eyeglasses frame, and that the same thing happened when we sent you a replacement frameAlthough when you
returned the glasses to us only one prescription lens was included with the frame, preventing us from properly inspecting the frame and lenses, we are making a customer service exception to remake your glasses for you for freeWe hope that this resolves this matter to your satisfaction

Initial Business Response /* (1000, 5, 2015/11/19) */
Hi ***
So sorry if there was any confusion on how to enter your prescription on our websiteWe've received your order and will be processing the store creditPlease allow 24-hours for the store credit to be activatedIf you have any
questions, please give us a call at (XXX) XXX-XXXX
Thank you!
Zenni Optical

I am declining this offer
I have already lost total confidence in this company due to the avoveof mentioned issuesIt is not acceptable for me to mail you back the glasses and go through "your personal inspection of the glasses" or read my prescription back to a customer service representative who clearly has difficulties already speaking EnglishObviously they are going to stay that is what it says because they work for your company! I'm not interested in doing any of the above-mentioned possibilities just to delay refund because during this process I am still without glasses so why would I be interested in sending my glasses off to you again and going out of my way to ship them to you then being without glasses for another potential month for you just to return the same glasses to me dot-dot-dot which according to previous Revdex.com complaint is what you do!
I am not interested in doing any more business with this company I'm on the full refund I am more than willing to send these classes back once you have agreed to give me a full refund !
Sincerely,Jennifer***

Thank you for posting your complaint, which gives us another opportunity to address this issueWe want to confirm that Zenni Optical is a U.Scompany with headquarters in CaliforniaAll U.Sorders are shipped from our U.Sheadquarters office except for Express orders, which go directly to
customers from our labSince you state that your September order came to you later than expected, we want to confirm that this order was delivered to you eight days after you placed the order, well within the promised Express delivery time of 7-days from the date you place your orderSince you state that the sunglasses from this order were child sized, we want to advise that the frame you selected on that order has a frame width of millimeters, which is in the category of a medium-wide adult frameInsofar as you mention in your complaint that the prescription in the lenses was not correct, it is our standard practice that, when a customer complains about the vision through the lenses, we ask the customer to confirm that the prescription was entered correctly, so we can determine the next step to takeIf a customer inadvertently enters a prescription incorrectly, we advise that we can receive the glasses back, and when we have received the returned glasses, we will issue a percent refund in the form of store credit to the customer’s Zenni Optical account, so that the customer may use this store credit toward the purchase of a new pair of glasses with the correct prescriptionIf the customer confirms that the prescription was entered correctly, we email the customer instructions to return the glasses for an inspectionIf our inspection finds we made the glasses incorrectly, we can remake the glasses for the customer for freeIn addition, since our lab placed your current order on hold after your online chat requesting a full refund of this purchase, we left you a voicemail message today confirming that we will make a customer service exception to issue a full refund to your credit card for your January 2018, order paid for mostly with the store credit that was issued to your Zenni Optical account when we received the returned glasses from the September orderYou should receive an email later tonight but no later than tomorrow morning confirming this credit card refund

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear Ms***,
Unfortunately, after several failed attempts to come to a resolution regarding your order, we've made the decision to issue a full-refund of your purchase priceIt's with deep regret that we're no longer able to continue this
discussion as you've not been able to do so respectfully; we have zero-tolerance for vulgar, emotionally-abusive speech towards members of our customer service
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You representative refuse to let me speak with a supervisor your company hired representative who does not have respect for customersYou came I am abusive your representative liec and so did one supervisor who stated they where going to send my glasses but never sent anythingNo not happy with the business practices your company provide your reps are rude unwilling to help customers
Final Business Response /* (4000, 9, 2015/09/29) */
Dear Ms***,
Unfortunately, we've decided to exercise our right to no longer continue communications regarding this order; we no longer wish to subject members of our customer service to verbal abuse and profanityYou've been issued a full-refund of $(TR# TR#XXXXXXXXXXXX)
Thank you,
Zenni Optical

Initial Business Response /* (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***
Please let me know if you require anything else,
*** ***
Marketing Associate
Zenni Optical
Initial Consumer Rebuttal /* (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 /* (4000, 16, 2015/08/27) */
Dear Ms***,
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 /* (1000, 9, 2015/10/21) */
Dear Mr***,
We apologize for any confusion you experienced while placing your orderYou've since been issued 100% store credit to reorder the correct lens typeIf you'd like assistance while doing this, please feel free to give us a
call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 12, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After initial problems, Zenni provided the glasses that I wantedI do not understand the problem Zenni was having filling my order correctly, but after I finally got their attention, they were very helpful
I will be ordering from Zenni again, but probably won't try to order photo-chromatic lenses the next time

Initial Business Response /* (1000, 8, 2015/08/31) */
Dear Ms***,
We apologize for the negative experience you've had thus farWe show no record of an order being placed, however, we'd be happy to go over and discuss any pending charges you still may havePlease give us a call (XXX)
XXX-XXXX at your earliest convenience
Thank you,
Zenni Optical

Dear ***,Thank you so much for giving us this opportunity to address your complaintWe're very sorry to hear about your experience and would like to authorize a remake at no cost if you could please send us a picture of your glasses to ***. If you have further questions or
concerns, please feel free to contact us at *** ***.Thank you!Zenni Optical