America's Best Furniture Warehouse

Initial Business Response /* (1000, 5, 2015/05/20) */
Dear Mr***,
We're sorry that your glasses took longer to arrived than you were expectingOrders placed with standard shipping such as yours, are delivered in 7-business daysWe confirmed via your tracking number that your glasses
were successfully delivered 05/06/2015; USPS states specifically 'handed to individual'
If you have anything further you'd like to discuss with regards to your glasses, please feel free to give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Complaint: ***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 #***
You've responded to my previous complaint with Zenni--this was for Axis Optical.
*** ***
Sincerely,*** ***

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
Sincerely,
*** ***

Thank you for giving us another opportunity to address your complaintInsofar as your order was delivered to you on July 20, 2017, and you contacted Zenni Optical about the frame on Sept12, 2017, we advised that, unfortunately, this purchase was beyond the 30-day warranty period that begins the day you receive the orderIn our previous response to your complaint, we addressed the matter of your applying adhesive to the frame because we wanted you to know that even if you contacted us about the frame within the 30-day warranty period and confirmed that you applied any form of adhesive to the frame, this would preclude our receiving the glasses back for inspection and any possible repairBut again, the return of the glasses would have been an option only if you had contacted us within the 30-day warranty period and not applied any adhesive to the frame or lensesWe hope this clarifies our policy, and we again apologize for any dissatisfaction you may experience as a result

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear ***,
So sorry to hear about your experienceWe've made an exception to issue the rest of the store credit value as of 12/If you have further concerns or questions, please give us a call at (XXX) XXX-XXXX
Thank you
Zenni
Optical
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They made restitution for the total amount

Dear Mr***,Thank you for giving us this opportunity to address your complaintWe reviewed your order and found that USPS was unable to deliver your package as the addressee was unknown- please see attached photo of the tracking updates on your order for referenceYou may also track your
order yourself using USPS website with tracking number, ***Unfortunately, we don't have the details on why USPS considered the addressee was unknown and recommend contacting them for further informationNevertheless, since your glasses are custom-made medical devices, we do not offer a full refundWe'd be happy to reship the glasses under your name instead of your wife's or to a different addressPlease let us know what you would like to do.Thank you!Zenni Optical

Thank you for posting your complaint, which gives us another opportunity to address this issueFirst, we are sorry that we did not meet the 7-10-day delivery time that is promised when a customer orders Express shippingThe glasses were ordered Feb2, 2018, and delivered on Feb26, 2018,
days after the order was placedThe order was initially delayed five days because our lab’s question about the prescription, posed Feb2, was not answered by you until FebHowever, despite this initial delay, when it became clear that we would not be able to get the order to you within the Express delivery time promise, we refunded your entire shipping feeWe again apologize that we did not meet the promised delivery timeWe were also sorry to hear from you that three of the four pairs of glasses you received from Zenni Optical had distortion on the lenses, and we are grateful that you included photographs in your complaint, which help us see what you experienced when you looked through the lenses of the glasses you photographedAs we advised when you telephoned Zenni Optical Customer Service to complain about this matter and demand a full refund for this order, when a customer complains that glasses they received from Zenni are defective, Zenni Optical’s policy is to email the customer instructions to return the glasses for an inspection, and we also email the customer a prepaid shipping label so they do not have to pay for return shippingIf the inspection finds that we made the glasses incorrectly, we offer the customer a free remakeBut if the glasses inspect as correct, the options are to return the glasses to the customer, or provide a percent refund in the form of store credit, or provide a percent refund to the source of payment, in this case a credit cardYou agreed to this policy when you clicked the box to confirm that you agreed to our terms and conditions when you placed your orderHere is an excerpt from our terms and conditions that covers our return policy: “You will have thirty (30) days from the date of delivery of your order to return items included in the applicable orderIf you are not satisfied with eyeglasses you have ordered from us, you may return those eyeglasses and you may elect to receive either (a) a fifty percent (50%) refund (excluding shipping), which will be issued back to the credit card used to place the order, or (b) a one hundred percent (100%) refund (excluding shipping) in the form of store credit to be used on the ServiceYou must call us to obtain a return authorization (RA) number before returning your glassesIf you elect to receive a store credit, the applicable credit may only be used on a single order and may not be applied to multiple ordersAccessories other than eyeglasses that are unused and in their original condition can be returned for a one hundred percent (100%) refund (excluding shipping)… If your eyeglasses have a manufacturing defect you must return them within thirty (30) days of the date of delivery of your order and we will replace them at no chargeIn addition, you will have one year from the date of delivery to return eyeglasses with defects in the anti-reflection (AR) coating and photochromic films and we will replace these eyeglasses at no chargeWe are not responsible for damage caused by customer wear and tearIf you are returning your eyeglasses because of a manufacturing defect, you must: Contact customer service by phone at (800) 211-2105, by email at [email protected], or through the ‘chat’ feature on the Site within the applicable period set forth above to get a return authorization (RA) numberNo returns are accepted without an RAReturns should be sent to the address provided with your RA numberTo receive a replacement order, glasses must be returned in their entirety (frames, lenses, eyeglass case, etc.)Include a copy (not the original version) of the prescription as written by the doctor, as well as the applicable RA number and a brief description of the reason for the returnCopies of the order or invoice will not be accepted in lieu of a copy of the prescriptionPay for the shipping fees back to the CompanyIf the glasses are reasonably found by us to have a manufacturing defect, we will refund $back to the credit card used to place the order as partial reimbursement of your shipping feesWe regret that we cannot issue refunds to any credit card or payment account other than the credit card you used to place the applicable orderIf the credit card you used to place the applicable order is no longer valid or a refund cannot be made to that credit card, then the amount of the refund will be issued as a store credit only to the customer account used to place the applicable order.” However, because you rejected these return options, the customer service supervisor with whom you spoke made a customer service exception to provide a percent credit card refund, rather than a remake, for the pairs of glasses that our inspection finds defectiveWe hope that you will act upon the instructions we emailed you to return these glasses for inspectionOnce we have received and inspected the glasses, we will email you the inspection resultsWe again want to confirm that if our inspection finds that we made any of these glasses incorrectly, we will refund to your credit card the amount you spent on the defective glassesIf any pair inspects as correct, the refund options would be those outlined aboveWe hope that this clarifies Zenni Optical policy regarding this matterOnce again, we are eager to receive these returned glasses so that we may inspect them, advise you of the inspection results, and proceed with the applicable return / refund options

Initial Business Response /* (1000, 5, 2015/10/26) */
Dear Ms***,
We'd be happy to honor a full-refund of your glasses, as well as refund $in your return shipping costs - however, we require that your glasses be returned for inspectionIf there's anything further you'd like to
discuss, please give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Thank you for posting your rejection of our response to your complaint, which gives us another opportunity to address this matterWe remade your glasses and mailed them to you last monthThe U.SPostal Service website advises that the glasses were delivered to you on Feb12, If you did not receive these remade glasses, please telephone Zenni Optical Customer Service, at ***, and anyone who answers will be eager to assist you

Initial Business Response /* (1000, 8, 2015/05/01) */
Dear Mr***,
Per your request, we've honored a full-refund of your order on 04/12/for the amount of $(TR# XXXXXXXXXXXX) back to your method of payment
Thank you,
Zenni Optical

Complaint: ***I am rejecting this response because:the truth has still not been told.Sincerely,Jan***

Initial Business Response /* (1000, 5, 2015/06/19) */
Dear Ms***,
You've been issued a full-refund of the glasses in question as well as credit for shipping on your newly placed order in the form of store credit
If there's anything further you'd like to discuss, please feel free to
give us a call (XXX) XXX-XXXX
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 China. Complaint: ***I am rejecting this response because:Sincerely,Kathryn***

Initial Business Response /* (1000, 5, 2015/12/16) */
Dear ***,
So sorry to hear about your experienceUnfortunately, under our Terms of Use Section 7, it is the customer's responsibility to enter the correct information on our websiteSince we successfully delivered the order to the
shipping address you provided we cannot honor your request for a full refund
http://www.zennioptical.com/terms-of-use
As previously proposed by one of our supervisors, we would like offer a 50% discount if you were to place the order again
Please give us a call at (XXX) XXX-XXXX, if you'd like to accept this exception
Thanks!
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did change my address prior to the orderAnd, upon speaking to the manager, he said he changed my address "as we spoke"I went into my account later that evening, and my shipping address remained incorrect, my billing address was updated, NOT my shipping addressI maintain that I changed my address, AND I had filed with the post office to forward to my new address from my old address for the following yearI should have gotten it regardlessThe half off next order solution he offered me required that I spend more money with this company that already was not helping meWhy would anyone do this? At this point I still would either like my product, with a guarantee that their system properly updates my address, or a refundService was bad, and customer care was rudeHighly disappointed in this whole experience
Final Business Response /* (4000, 11, 2016/01/09) */
Dear ***,
So sorry but we are unable to honor your requestWe've thoroughly reviewed your order and unfortunately cannot remake your order or refund you in full as the glasses were successfully delivered to the address you provided when you submitted your orderPlease refer to our terms of use, section 7: http://www.zennioptical.com/terms-of-useWe'd be more than happy to make an exception to provide a 50% discount on your next exact orderPlease give us a call at (XXX) XXX-XXXX if you'd like to accept the offer
Thank you
Zenni Optical

Initial Business Response /* (1000, 7, 2015/07/27) */
Dear Ms***,
It's our understanding that you've been issued a 100% store credit of $per a conversation you've had with one of our customer service representativesIf there's anything further you'd like to discuss, please don't
hesitate to give us a call (XXX) XXX-XXXX or email us at ***@zennioptical.com
Thank you,
Zenni Optical

Initial Business Response /* (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
***@zennioptical.com
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (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 *** quality glasses or equally bad customer service
I'll make this public
This company is selling ***

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Ms***,
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

Complaint* ***I am rejecting this response because:Sincerely,Robert ***
I do appreciate the refund for the glasses but did not receive a refund for the S&H and it cost me to time and money to send these glasses back. The glasses did not work as expected and even though Zeenni may not be able to put al the info on the frames you can fit the basic strength info on them. I am now working with a new company that does this. We can consider this case close but not satisfactorily because unnecessary time, frustration, and money was spent on these

Initial Business Response /* (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 /* (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:)

Complaint: ***
I am rejecting this response because:As stated in the response the return cannot be accepted due to adhesive being applied to the screw holding the frame intact What I will do to alleviate the adhesive concern is apply one of the replacement screws that were included to the frame and remove the one with adhesive on it Per your reply, this should be sufficient to process a return, otherwise I do not know why you would have mentioned it at all As an added bonus, I will remove the loctite blue compound which was used so your company may reuse the screw and bolt in question.I look forward to arranging the return promptly,
*** ***