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Initial Business Response /* (1000, 5, 2015/12/09) */
Dear ***,
So sorry to hear about your glassesWe've requested a full refund of $back to your credit card ending in *** as of 12/Please allow 3-business days for the credit to be back into your account, depending on your
credit card companyIf you have any other questions or concerns, please feel free to call us at (XXX) XXX-XXXX
Thanks for reaching out
***, Zenni Social Team
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is fine

Initial Business Response /* (1000, 5, 2015/07/27) */
Dear Ms***
We've very sorry to hear that you're now unhappy with your glassesUnfortunately, we're unable to offer a gift card or full-refund as your glasses are several months out of warrantyWe have a 30-day warranty/return policy,
which was agreed to at the time you placed your orderIf you'd like to discuss this further, please feel free to give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni Optical need to face honestly the serious quality issues of eye glasses they are selling
I have spent $to buy the eye glasses, but after only months the surface of the left temple of the frame peeled off completely, and further inspection revealed that two nose pad arms were not welded to the frame in a way that both are level with each other and the unbalance of the nose pad arms is why I felt dizzy sometime when I was wearing the glasses
If Zenni Optical had declared honestly these serious quality issues their products have, I would have never bought these glasses
It is Zenni's full responsibility to ensure fair quality of their productsZenni took away my money unscrupulously by hiding these serious quality issues
I demand a full refund of $
Final Business Response /* (4000, 9, 2015/08/20) */
Dear Ms**,
As previously stated, your glasses now exceed our 30-day warranty period (purchased 09/14/15)If you'd like to discuss this further, please feel free give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 11, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni Optical need to face their serious product issues honestly and take care their issues responsibly, otherwise Zenni will completely lose trust from customers
I demand full refund ASAP

Initial Business Response /* (1000, 5, 2016/01/27) */
Dear ***,
So sorry to hear about your experienceWe're reviewed your order and found that the prescription entered does not match the prescription that your doctor issuedWe'd be happy to make an exception and accept the return of your
order for an inspectionIf we found that the glasses were not manufactured to what you entered on our order form, we'll be happy to honor your request for a full refund
If you'd like to discuss this further, please give us a call at (XXX) XXX-XXXX
Thank you
***, Zenni Social Team
Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear Mr***,
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 /* (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
*** ***

Thank you for giving us this opportunity to address your complaintWe were very sorry to learn that you had issues with the frame and the lenses of your glassesWe understand that unfortunately, the prescription was entered incorrectly on the orderWhen this happens, and customers contact us
within the 30-day warranty period, as you did, we invite customers to return the glasses to receive one of our two refund options: either a percent refund to the original source of payment, in this case your PayPal account, or a percent refund in the form of store creditPlease review our return policy, stated here: *** This enables customers to return glasses that were ordered incorrectly, so that they may order again with the correct prescription, and use the store credit to pay for all or part of the next purchaseSince you mention that in addition to the prescription, you had problems with the frame, we can assist you in selecting another frame that will fit you better if you would like to discuss frame issues with one of our customer service representativesNevertheless, insofar as you advised that you want a full refund of this purchase, we also understand that you spoke with a customer service supervisor at Zenni Optical who advised that, as a courtesy, we will make a customer-service exception to provide a full refund of this purchase if we receive the glasses back for inspection and our inspection finds that they were made incorrectly, even though the prescription was entered incorrectlySince we emailed you the return-for-inspection instructions today, we hope you will take this opportunity to return the glasses to us for inspectionWhen we have inspected the glasses, we will email you the inspection results and confirm the refund options of which the supervisor advised

Initial Business Response /* (1000, 9, 2015/08/14) */
Dear Ms***,
We're very sorry to hear you were unhappy with the glasses you receivedWith the inspection of your glasses, we've also confirmed with one of our lab technicians that you glasses are indeed correctWe'd be happy to offer you
a 50% refund or 100% store credit for the pair to reorder (with our help)Please let us know at your earliest convenience how you'd like to proceed
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 12, 2015/08/17) */
A representative from the business called me on Aug 12, I asked him whether he was aware of the Revdex.com complaintHe said he had no idea about the Revdex.com complaintApparently someone just gave him my number and told me to call me to repeat what had been said over and over, i.e., the lenses were made correct, while continuing to completely ignore my request for the explanation of the doubled center thickness of the lenses and the request for the full cash refund for the business' failing to provide any proof of actually using index material or any documentation on their change of lens "craft" to warn the consumers before they place an order
Final Business Response /* (4000, 15, 2015/08/24) */
Dear Ms***,
We're sorry to hear that you were unhappy with the glasses you receivedWe've confirmed with our lab that they were in fact manufactured correctlyWe're happy to offer you either a 50% refund or 100% store credit to reorder a different pair that may be more to your likingPlease let us know at your earliest convenience how you'd like to proceed(XXX) XXX-XXXX
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 17, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' response is essentially forcing the customer to accept their malpractice, which is unacceptableThe facts are all there, so no need to repeatI'm not going to take the store credit or reorder, but I'll give the busyness a chance to correct the current orderPlease do not further waste my time

Initial Business Response /* (1000, 5, 2016/03/17) */
Dear ***,
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 ***@zennioptical.com
Thanks for reaching out
Zenni Optical

Thank you for giving us another opportunity to address your complaintInsofar as you have placed orders with us using PD values of and / 26, and database notes indicate that you advised a customer service representative that your PD is / 30, we hope that you would be able to obtain a PD measurement from an optical professional, to support the PD you entered on this most recent order, / You may be able to obtain this measurement at a Costco, Target, or Walmart that has an optical departmentNevertheless, if our inspection finds that the glasses were made correctly in terms of the prescription and PD, because this order was paid for partially with a credit card and partially with store credit, we are making a customer service exception to provide you the option we previously outlined, 100% store credit for the amount you spent with your credit card, minus the shipping fee, and a 50% refund to your credit card of the amount you paid for with store creditPlease contact us at *** to advise of your confirmed PD, so we may complete the inspection process and resolve this matter for you

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Ms***,
We're sorry to hear that you're having trouble with your glasses and that they're now outside of their 30-day warrantyWe've made the exception of sending you a replacement frame to swap your lenses into, which was sent
from our lab on 09/26/
Thank you,
Zenni Optical

Dear ***, 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 *** *** or email us at *** Thank you! Zenni Optical

Complaint:***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, 2018. Sincerely,Carey***

Complaint: ***
I am rejecting this response because:I don't know what method the optical store used to check the prescriptionIt is their job to make glasses, and they made the glasses I am currently wearing, and I can see very well out of these glasses, and if I couldn't see well out of these glasses, they would do what they can to rectify the situationThat's what reputable businesses doI could not see well with the glasses Zenni madeWhether the disputed prescription value was positive or negative, it doesn't change the fact that my vision was terrible while wearing your glassesSomething was "clearly" wrong.
Sincerely,
*** ***