America's Best Furniture Warehouse

Thank you for posting your complaint, which gives us another opportunity to address this issue. We want to confirm that Zenni Optical is a U.S. company with headquarters in California. All U.S. orders are shipped from our U.S. headquarters office except for Express orders, which go directly to...

customers from our lab. Since you state that your September 2017 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 7-10 days from the date you place your order. Since 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 140 millimeters, which is in the category of a medium-wide adult frame. Insofar 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 take. If 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 100 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 prescription. If the customer confirms that the prescription was entered correctly, we email the customer instructions to return the glasses for an inspection. If our inspection finds we made the glasses incorrectly, we can remake the glasses for the customer for free. In 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 2017 order. You should receive an email later tonight but no later than tomorrow morning confirming this credit card refund.

Initial Business Response /* (1000, 5, 2015/10/26) */
Dear Ms. [redacted],
We'd be happy to honor a full-refund of your glasses, as well as refund $2.50 in your return shipping costs - however, we require that your glasses be returned for inspection. If there's anything further you'd like to...

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

Dear [redacted],Thank you for giving us this opportunity to address your complaint. We requested a second inspection for your order with our in-house optometrist. According to the inspection results, the glasses were made correctly. He advised that because your prescription was written by an...

ophthalmologist, your cylinder values were given as positive numbers. It's our understanding that the inspection results you received from your local optical store scoped your glasses under negative numbers since that is their default method- making it seem like the prescription was made incorrectly. In order to scope your glasses to get accurate inspection results for their machine, the optometrist would have had to convert your prescription which results in -0.5 values for the cylinder. We understand that this may be confusing for you, so feel free to give us a call at [redacted] and one of our Zenni representatives will be happy to explain this further.In any case, we also noticed that you purchased our Beyond UV lenses. We've found that customers that never had Beyond UV lenses may take some time to adjust to this specialized lens. Nevertheless, upon much consideration and after careful review of your order- we unfortunately, cannot honor your request for a full refund since we found that our glasses were manufactured correctly.Please feel free to contact us if you'd like to discuss this further.Thank you!Zenni Optical

No, I don’t accept. Maybe there would have been no misunderstandings on your agents part of they spoke English. Instead you still market yourselves as an American company when actually no part of your actual operating business  seems to be in the United States. You are not disclosing to your consumers where the glasses are made and that is decitful. I 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 status. So in conclusion no, I am absolutely not satisfied. I have been lied to and so have the rest of your customers. Your ENTIRE operation is in China and you are being completely dishonest about quality as well as where everything ships from. If I as the consumer am paying for shipping, I have a right to know where my product is being shipped from. You 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: [redacted]I am rejecting this response because:Sincerely,Kathryn[redacted]

Revdex.com my response (9/25): Thank you for giving us another opportunity to respond to your complaint. We 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 correctly. Moreover, 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 correctly. Since you advised that, after we confirmed the inspection results, you wanted the 50 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 issued. We advised in our previous response to your Revdex.com complaint that if you were to telephone Zenni Optical Customer Service, at [redacted], we can provide you a detailed explanation of the inspection results and why they varied from the inspection performed locally. Once 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.

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. Thank you for refunding me in full. Please notify that I appreciate Crystal taking ownership of this issue and helping to address it in a more professional way. Sincerely, Bruce[redacted]

Initial Business Response /* (1000, 8, 2015/12/31) */
Dear [redacted],
So sorry to hear about your glasses. It's our understanding that you will be returning your order for a full refund. Once we receive your order we will process the full refund and email you the transaction number. If you have any...

questions or concerns, please feel free to 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 issues. It 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 English... Obviously 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[redacted]

Thank you for posting your complaint, which gives us another opportunity to address this issue. First, we are sorry that we did not meet the 7-10-day delivery time that is promised when a customer orders Express shipping. The glasses were ordered Feb. 2, 2018, and delivered on Feb. 26, 2018, 24...

days after the order was placed. The order was initially delayed five days because our lab’s question about the prescription, posed Feb. 2, was not answered by you until Feb. 7. However, 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 fee. We again apologize that we did not meet the promised delivery time. We 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 photographed. As 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 shipping. If the inspection finds that we made the glasses incorrectly, we offer the customer a free remake. But if the glasses inspect as correct, the options are to return the glasses to the customer, or provide a 100 percent refund in the form of store credit, or provide a 50 percent refund to the source of payment, in this case a credit card. You agreed to this policy when you clicked the box to confirm that you agreed to our terms and conditions when you placed your order. Here 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 order. If 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 Service. You must call us to obtain a return authorization (RA) number before returning your glasses. If 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 orders. Accessories 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 charge. In 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 charge. We are not responsible for damage caused by customer wear and tear. If 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) number. No returns are accepted without an RA. Returns should be sent to the address provided with your RA number. To 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 return. Copies of the order or invoice will not be accepted in lieu of a copy of the prescription. Pay for the shipping fees back to the Company. If the glasses are reasonably found by us to have a manufacturing defect, we will refund $2.50 back to the credit card used to place the order as partial reimbursement of your shipping fees. We regret that we cannot issue refunds to any credit card or payment account other than the credit card you used to place the applicable order. If 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 100 percent credit card refund, rather than a remake, for the pairs of glasses that our inspection finds defective. We hope that you will act upon the instructions we emailed you to return these glasses for inspection. Once we have received and inspected the glasses, we will email you the inspection results. We 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 glasses. If any pair inspects as correct, the refund options would be those outlined above. We hope that this clarifies Zenni Optical policy regarding this matter. Once 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, 2015/09/14) */
Dear Mr. [redacted],
We're sorry to learn of your negative experience. Unfortunately, our website was down a couple of hours on 08/31/15 due to high volume while hosting a 24-hour flash sale. We appreciate your feedback and invite you to visit us...

again.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/12/16) */
Dear [redacted],
So sorry to hear about your experience. Unfortunately, under our Terms of Use Section 7, it is the customer's responsibility to enter the correct information on our website. Since 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 order. And, 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 address. I 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 year. I should have gotten it regardless. The half off next order solution he offered me required that I spend more money with this company that already was not helping me. Why 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 refund. Service was bad, and customer care was rude. Highly disappointed in this whole experience.
Final Business Response /* (4000, 11, 2016/01/09) */
Dear [redacted],
So sorry but we are unable to honor your request. We'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 order. Please refer to our terms of use, section 7: http://www.zennioptical.com/terms-of-use. We'd be more than happy to make an exception to provide a 50% discount on your next exact order. Please give us a call at (XXX) XXX-XXXX if you'd like to accept the offer.
Thank you.
Zenni Optical

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear [redacted],
So sorry to hear about your experience. We've made an exception to issue the rest of the store credit value as of 12/21. 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.

Complaint: [redacted]
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,
[redacted]

Thank you for posting another complaint, which gives us another opportunity to address this issue. Subsequent to your posting this complaint, we made a customer service exception to refund 100 percent of the price of the glasses on this order to your PayPal account. Your 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 [redacted]. 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 frame. Many 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 prescription. We 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, 2015/08/25) */
Dear Ms. [redacted],
We're currently in the process of remaking your glasses. When your glasses have been inspected and shipping, we'll notify you by email with tracking information. If 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: [redacted]I am rejecting this response because:the truth has still not been told.Sincerely,Jan[redacted]

Thank you for posting your rejection of our response, which gives us another opportunity to address these issues. We were very sorry to learn that your glasses broke, but we understand that you sent them back to us for inspection of the prescription and pupillary distance (PD), and that we repaired the returned glasses. Our inspection found that the prescription and pupillary distance on the lenses matched what you entered on the website. Therefore, the refund options we offered, a 50 percent refund to the PayPal account that was your source of payment, or a 100 percent refund in the form of store credit, were the correct options for you, and we are also sorry if these refund options were unacceptable. Nevertheless, we want to confirm that these are our refund policies as stated on our website, and to which you agreed when you placed your order: [redacted]. We understand that it can often be confounding when the customer cannot see well with the glasses and our inspection finds them to be correct. Since this is your first order with Zenni Optical, we cannot review previous orders you placed with us, using the same prescription and PD, to determine if we made glasses for you with these values that worked for you. Since you mention that you were dissatisfied with the customer service you received, and that you advise that you sent a private message to us and after 24 hours did not receive a response, we want to apologize that we did not reply to your message within this time frame. Moreover, since you mention that you believe that we edited your review to eliminate mentions of the customer service we provided and that we changed the rating you gave from one to two stars, we also want to apologize for any misunderstanding about the administration of the reviews and star ratings on our website. On our Facebook page we may block content that includes personal information that is inappropriate to post on a public site, or content that diverges from acceptable business communication – i.e., obscene or otherwise inappropriate language, such as ethnic slurs. Nevertheless, we want to confirm that we did not alter your specific review on our website in any way, and that we do not have the capacity to alter the text or star ratings of reviews of frames on our website. In addition, since you raised this issue, we brought this matter up with our IT department, which manages the posting of reviews on our website. Our IT manager confirmed that this department has only these functions regarding reviews posted on our website – they can approve or reject a review, or hold it until it is deemed to be either approved or rejected. We hope this information is helpful in clarifying how we manage customer reviews on our website.

Initial Business Response /* (1000, 5, 2015/06/19) */
Dear Ms. [redacted],
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

Initial Business Response /* (1000, 9, 2015/10/21) */
Dear Mr. [redacted],
We apologize for any confusion you experienced while placing your order. You've since been issued 100% store credit to reorder the correct lens type. If 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 wanted. I 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, 2015/05/01) */
Dear Mr. [redacted],
Per your request, we've honored a full-refund of your order on 04/12/2015 for the amount of $50.80 (TR# XXXXXXXXXXXX) back to your method of payment.
Thank you,
Zenni Optical