America's Best Furniture Warehouse

Initial Business Response /* (1000, 5, 2015/11/19) */
Hi [redacted]
So sorry if there was any confusion on how to enter your prescription on our website. We've received your order and will be processing the store credit. Please allow 24-48 hours for the store credit to be activated. If you have any...

questions, please give us a call at (XXX) XXX-XXXX.
Thank you!
Zenni Optical

Initial Business Response /* (1000, 8, 2015/08/31) */
Dear Ms. [redacted],
We apologize for the negative experience you've had thus far. We show no record of an order being placed, however, we'd be happy to go over and discuss any pending charges you still may have. Please give us a call (XXX)...

XXX-XXXX at your earliest convenience.
Thank you,
Zenni Optical

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

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

Initial Business Response /* (1000, 5, 2015/05/18) */
Dear Ms. [redacted],
We're sorry to hear that you're having trouble with the glasses you received. We have a 30-day warranty/return policy, which at the time you contacted us had expired. We're willing to make an exception and remake your...

glasses if they're found to be manufactured incorrectly. Please give us a call (XXX) XXX-XXXX so we can give you the necessary return information.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/07/27) */
Dear Ms. [redacted]
We've very sorry to hear that you're now unhappy with your glasses. Unfortunately, we're unable to offer a gift card or full-refund as your glasses are several months out of warranty. We have a 30-day warranty/return policy,...

which was agreed to at the time you placed your order. If 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 $129.85 to buy the eye glasses, but after only 7 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 products. Zenni took away my money unscrupulously by hiding these serious quality issues.
I demand a full refund of $129.85
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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint:[redacted]I am rejecting this response because:
I haven’t received my remade glasses yet. Yes, they were remade at no cost, but this wasn’t in my error. Zennni made the lenses incorrectly. Told me multiple times through email and fb that their lab was correct. It took contacting, Revdex.com, Consumer Affairs and Trust Polit to get any results or honest answers. I had to mail back my poorly made glasses per their email request. With zero compensation and their statements stating I should be happy with this result. This hassle is in no part my fault and I’ve now been waiting a month for glasses I paid for back on Jan. 6, 2018. Sincerely,Carey[redacted]

Initial Business Response /* (1000, 5, 2015/11/30) */
Hi [redacted],
We're sorry to hear that you were having trouble with your glasses. We've received your glasses, which will be inspected soon; once the inspection has been completed we'll contact you by email to discuss next steps. If you have any...

questions, feel free to give us a call at (XXX) XXX-XXXX.
Thank you!
[redacted], 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 complaint. It merely indicate they will check the faulty product I sent back to them. This check typically takes only a few minutes under an inspection scope. I look forward to they proposed solution to this matter.
- [redacted]
Final Business Response /* (4000, 9, 2015/12/23) */
Dear [redacted],
We've inspected your glasses and unfortunately it was found to be made incorrectly. We are sincerely sorry about this, and have requested a full refund back to your credit card ending in 8153 as of 12/17. Please allow 3-9 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!
[redacted], 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 here. I ordered a pair of multi-focal transition lens and they made a pair of single vision lens for me. They have issued a full refund to me and an apology. But nothing about my one year of trouble using the glasses. I guess they did the minimum customer service at this point. I will let the case close.

Initial Business Response /* (1000, 8, 2015/09/29) */
Dear Ms. [redacted],
We have no record of an order under your name. Can 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, 2016/03/17) */
Dear [redacted],
We apologize for the inconvenience you have experienced. We understand that no company is perfect and once in awhile, human error may occur in our lab. We've requested an inspection to be done on your order. Once we have the...

inspection results we will email you. In the meantime, please send us a copy of your prescription to [redacted]@zennioptical.com.
Thanks for reaching out.
Zenni Optical

Dear [redacted],So sorry to hear about your...

negative experience with one of our Zenni representatives. I've reviewed your order and found that we remade our order at no charge, which was delivered on March 14, 2016. We hope that we were able to help address your concerns. If you have any further questions or need any further assistance, please do not hesitate to call us at ([redacted]Thanks for reaching out.[redacted], Zenni Social Team

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Ms. [redacted],
We're sorry to hear that you're having trouble with your glasses and that they're now outside of their 30-day warranty. We've made the exception of sending you a replacement frame to swap your lenses into, which was sent...

from our lab on 09/26/15.
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 arm. Unfortunately, your glasses are outside of our 30-day warranty period; it's our understanding you received your glasses back in September of last year. If 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 frame. Please let us know if you'd like to discuss this further, (XXX) XXX-XXXX.
http://www.zennioptical.com/faq/m[redacted]
Please let me know if you require anything else,
[redacted]
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 eyeglasses. Therefore, their response is not acceptable.
All I am asking for is a replacement part for the left piece that fell off. My eyeglasses are NOT broken. I should not have to buy a new pair (not even at 1/2 price as they are suggesting. They could easily take off the missing piece from their stock and send it to me. I'll glady pay $1.00 for it.
Final Business Response /* (4000, 16, 2015/08/27) */
Dear Ms. [redacted],
Unfortunately, pieces of the frame aren't available or sold separately and we cannot accommodate your request. Please let us know if you'd like to discuss this further, (XXX) XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/12/03) */
Hi [redacted],
We're sorry to hear that you were having trouble with your glasses. We've received your order, and will be providing a 50% refund back to your credit card as you agreed to via online chat on 11/24.
Thank you!
[redacted], Zenni Social...

Team

Dear [redacted], Thank you for giving us this opportunity to address your complaint. We’re sorry to hear about your experience with our company. We reviewed your order and found a full refund for your order was requested as of June 8th, 2017. The transaction number for your refund is available upon...

request. Please keep in mind, it may take 3-9 business days to receive your refund depending on your credit card company. If you wish to discuss this further, please feel free to give us a call at [redacted] or email us at [redacted] Thank you! Zenni Optical

Thank you for posting your complaint on the Revdex.com website, which gives us another opportunity to address this issue. In response to your Consumer Affairs and Trustpilot reviews, our lab emailed you on Jan. 24, 2018, to apologize for providing an incorrect estimated outer-edge...

thickness for your lenses. They advised that the estimated outer-edge thickness calculation they emailed you on Jan. 22, 2018, 11.09 millimeters for the right lens, 9.5 mm for the left lens, was incorrect. Of 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 8.52 mm and for your left lens, 7.04 mm. Given 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 glasses. We also want to apologize that the lab asked you to take these extra steps to re-measure lenses you already measured. Therefore, we want to confirm that you do not have to do this subsequent measurement, since you already measured the outer-edge thickness of your lenses. We 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 measurements. You should receive an email no later than tomorrow morning with a new order number confirming that the lab is remaking your glasses. Once 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 take. In 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 estimate. Moreover, we are instructing the lab to send the remade glasses to our U.S. headquarters 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.

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]

Thank you for posting your complaint, which gives us another opportunity to address this matter. We provide information to customers about the manufacturing process for their information. When 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.S. headquarters office from where orders are shipped, nor does it indicate anything about the shipment from the U.S. headquarters to our customers. We 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 completion. We 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 representatives. We should have simply advised that you selected standard shipping, which we promise will get your order to you within 14-21 days of the date you ordered the glasses. You placed your order on Feb. 24, 2018, and the U.S. Postal Service confirms that your glasses were delivered to you on March 7, 2018. This is 11 days from the date you placed your order, well before the promised delivery time. We were also sorry to learn that you could not see well through the lenses of the two pairs of glasses you ordered from Zenni Optical. We do not see any indication that you contacted Zenni Optical Customer Service, at [redacted], to obtain emailed instructions to return these glasses to us for an inspection. If 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 inspection. If 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 Optical. However, if our inspection finds that one or both of the pairs of glasses were made correctly, the refund option would be a 50 percent refund to your credit card, a 100 percent refund in the form of store credit, or a free remake of the pair or pairs that inspected as incorrect. We hope to hear back from you, so that we may receive these glasses for inspection and proceed as described.

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Mr. [redacted],
We apologize that your order experience this time around hasn't been the smoothest. It's our understanding that you've now received your newly remade glasses; delivered via USPS on 08/03/15. 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. (false advertising as I was not 100% satisfied).
Final Business Response /* (4000, 14, 2015/09/09) */
Dear Mr. [redacted],
We're very sorry to hear that you had trouble with the glasses you received. Upon two careful inspections, we found the glasses to be manufactured correctly. On 07/08/2015 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...⇄ /> Thank you,
Zenni Optical