America's Best Furniture Warehouse

Thank you for giving us another opportunity to address your complaint. We would like to reiterate what we offered as a customer service exception on Sept. 14, 2017: If you return the glasses to us for inspection, and our inspection finds that we made the glasses incorrectly, we will provide a full refund of the purchase, even though the prescription was entered incorrectly. We hope that you will return these glasses for inspection, and we also hope that this represents an acceptable resolution to this matter.

Initial Business Response /* (1000, 5, 2015/05/20) */
Dear Ms. [redacted],
We're very sorry to hear that your glasses have broken. Unfortunately, when you contacted us the 30-day warranty of your glasses had expired. If you'd like to discuss this further, please feel free to email us at...

[redacted]@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 [redacted] quality glasses or equally bad customer service.
I'll make this public
This company is selling [redacted]

Initial Business Response /* (1000, 5, 2015/05/20) */
Dear Mr. [redacted],
We're sorry that your glasses took longer to arrived than you were expecting. Orders placed with standard shipping such as yours, are delivered in 7-14 business days. We 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[redacted]I am rejecting this response because:Sincerely,Robert [redacted]
 
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.

Dear [redacted],Thank you so much for giving us this opportunity to address your complaint. We'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 [redacted]. If you have further questions or...

concerns, please feel free to contact us at [redacted].Thank you!Zenni Optical

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Mr. [redacted],
We're sorry to hear that you're having trouble with your glasses. It's our understanding that you'll be returning them for inspection. Once 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 glasses. I did this once before and they stated the glasses were wrong. Then they state they will only consider giving me a full refund, not give me a full refund. I believe Zenni has turned into the typical Chinese ripoff company with inferior products. They 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 nothing. I feel sorry for anyone who buys glasses from Zenni.
Final Business Response /* (4000, 9, 2015/10/22) */
Dear Mr. [redacted],
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 behalf. Please 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 AGAIN. THIS COMPANY IS ACTING IN BAD FAITH AND DESTROYING ANY REPUTATION THEY HAVE. HOW LONG AM I SUPPOSE TO WAIT TO HAVE A SET OF GLASSES. I HAD TO GO OUT AND BUY GLASSES FROM SOMEONE ELSE. I DO NOT ACCEPT THEIR RESPONSE AND THEY MAY SAVE SOME MONEY BY ACTING THIS WAY BUT THEY WILL RUIN THE COMPANY.

Initial Business Response /* (1000, 5, 2016/01/27) */
Dear [redacted],
So sorry to hear about your experience. We're reviewed your order and found that the prescription entered does not match the prescription that your doctor issued. We'd be happy to make an exception and accept the return of your...

order for an inspection. If 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.
[redacted], Zenni Social Team
Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for posting your complaint, which gives us another opportunity to address this matter. We 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 frame. Although 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 free. We hope that this resolves this matter to your satisfaction.

Initial Business Response /* (1000, 5, 2015/12/28) */
Dear [redacted],
So sorry to hear about your experience. It's our understanding that your new order was delivered on or around 12/24. Please feel free to contact us at (XXX) XXX-XXXX if you have any other questions or concerns.
Thanks for...

reaching out.
[redacted], 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 while. It looks like the glasses were delivered on December 24th but I was on vacation.
I don't want to sound like an ungrateful curmudgeon. I'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 30 minutes I had a new pair of glasses ordered and being shipped to my house. Hmmmm....thank you?
They have a great product when it is make correctly. I 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 common. And I shouldn't have to contact the Revdex.com. But 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 fixed. They are really cute and I can see in them now. #Winning. That is all I wanted. I 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 glasses. And thank you Revdex.com for being consistent in following up on the issue. :)

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear Mr. [redacted],
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 05/16/2015 (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 here. They did remake my order without additional cost to me. Thank you for your timely resonse.
[redacted]

Thank you for giving us another opportunity to address your complaint. Insofar as your order was delivered to you on July 20, 2017, and you contacted Zenni Optical about the frame on Sept. 12, 2017, we advised that, unfortunately, this purchase was beyond the 30-day warranty period that begins the day you receive the order. In 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 repair. But 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 lenses. We hope this clarifies our policy, and we again apologize for any dissatisfaction you may experience as a result.

Initial Business Response /* (1000, 8, 2015/11/12) */
Dear [redacted],
We apologize for any confusion you experienced when you placed your order. As 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...⇄ /> Thank you!
[redacted], 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 order. They claim we used our, one time store credit to purchase a new pair of glasses. This second set of glasses were simply the correct ones finally being sent out to us - basically a re order. Why should we have to pay for Zenni's incompetence? We just want our money back. If this is not done, then have will have no choice but to pursue this matter thru legal channels. We 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 [redacted],
We're sorry for any inconvenience we may have caused. Please return the glasses back to us for an inspection. If 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:
[redacted] 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!
[redacted], Zenni Social Team

Thank you for posting your complaint, which gives us another opportunity to address this matterWe are sorry to learn that you did not get the return call that you were promised you would receive from the supervisor on the day of your callMoreover, looking at the notes in the database record of this order, it appears that you did not get a return call the next day, eitherConsequently, we want to apologize for any dissatisfaction you experienced as a resultWe are also sorry to learn that the absence of correction on either side of the progressive reading corridor makes it difficult for you to use these glasses, contrary to the vast majority of Zenni Optical customers, who either are familiar with this style of progressives or readily get used to them, sometimes with a little coachingFor customers who are not used to the style of progressive glasses we provide, we advise that you may successfully use them, as you noted, by, in effect, pointing your nose at what you are readingOf course, we also want to apologize for the dissatisfaction you experienced as a result of this matter, as well, since you do not expect that you will be able to use our style of progressive glassesHowever, since you state that Zenni does not provide the information about the way our progressive glasses are constructed, we regret that you were unaware that we include this information on the tool tip (the white question mark in the teal circle) next to PRESCRIPTON TYPE on the Order Your Glasses page, to which you are taken when you have selected a frame and click ORDER GLASSESNevertheless, as a result of your complaint and the information you provided, since you confirm that your vision through the upper portion of the lens is fine, and that you are only having trouble using the progressive reading corridor, we asked our most senior optical inspector to telephone you to discuss this matterWe understand that he provided information about how to use our progressives, and that he mentioned that one contributing factor in the difficulty you are experiencing may be the height of the lens, which determines where the progressive reading segment begins on the lensesWe are pleased to know that our inspector is emailing you both a prepaid mailing label that you may use to return these glasses to us for inspection, and instructions to return the glasses for inspection, after you have followed his suggestions in trying to make these progressive glasses work for you, should you find that you cannot adjust to themAs the inspector advised, if you are unable to get used to these glasses and you return the glasses for inspection, if our inspection finds any defect in these glasses, in the progressive reading corridor placement or anything else, we can provide a full refund of the purchase, which will include the shipping fee, to your PayPal accountThank you again for your complaintWe hope you find that you can successfully use these glasses, but if you cannot, we will be eager to receive these glasses back for inspection, to determine if in any aspect we made them incorrectly

Dear [redacted],Thank you for giving us this opportunity to address your complaint. We're so sorry to hear about your experience. We've reviewed your order and found that a full refund of $29.01 has been processed as of [redacted]. (Transaction number available upon request)If there's anything...

else we can help you with, please feel free to contact us at [redacted].Thank you!Zenni Optical

Thank you for posting your rejection of our response, which allows us to address these matters once again. The Jan. 28, 2018, note in the database record of your Jan. 18, 2018, order regarding your online chat with our representative indicates that you advised the chat representative that you would like a full refund of this order, not the previous order, placed Sept. 12, 2017. We are sorry if our chat representative misunderstood your request to refund the September 2017 order and not the January 2018 order. Nevertheless, we want to confirm that the full amount you spent on both orders – even though the second order was paid for partially with store credit – was refunded to your credit card. We trust that these matters are resolved to your satisfaction, and we hope that you find another optical retailer that meets your needs.

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Ms. [redacted],
We're sorry to hear that you're having trouble with the glasses you received. We have a generous 30-day warranty/return policy. If you haven't done so already, please give us a call (XXX) XXX-XXXX to discuss return options....

We're happy to work with you towards a resolution.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear [redacted],
So sorry to hear about your experience. Unfortunately, we are unable to accommodate your request to have the order remade at no cost. It's our understanding that this order was placed on January 5th, 2015 and shipped on Jan....

16th. We didn't receive any indication that this order was not delivered to you until November 3rd, 2015 when you contacted us through our online chat. Since then we've issued you a store credit for the value of $18.95 on Novemeber 5th to reorder with express shipping, as an exception. At this time, the only other exception we can offer you is to place the exact order again at 50% off. Please 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 2015 to say I did not get the package. But I partly have to blame myself for not getting the rep's name that I talked to. I will accept the terms because I really wanted those frames but I will never order from the company again. I 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 notes. That was not done in this case and because of it I was screwed.

Initial Business Response /* (1000, 9, 2015/08/14) */
Dear Ms. [redacted],
We're very sorry to hear you were unhappy with the glasses you received. With the inspection of your glasses, we've also confirmed with one of our lab technicians that you glasses are indeed correct. We'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, 2015. I asked him whether he was aware of the Revdex.com complaint. He said he had no idea about the Revdex.com complaint. Apparently 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 1.74 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. [redacted],
We're sorry to hear that you were unhappy with the glasses you received. We've confirmed with our lab that they were in fact manufactured correctly. We're happy to offer you either a 50% refund or 100% store credit to reorder a different pair that may be more to your liking. Please 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 unacceptable. The facts are all there, so no need to repeat. I'm not going to take the store credit or reorder, but I'll give the busyness a chance to correct the current order. Please do not further waste my time.

Thank you for posting your complaint, 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.

Complaint: [redacted]
I am rejecting this response because: As you can plainly see from looking at the glasses and from the complaints on Google Reviews, Zenni Optical uses cheaply constructed Chinese frames that are not worth putting lenses in. They also do not hold their shape and continually fall off my head. Manufacturing the lenses wrong just adds icing to the cake. Therefore I emphatically do not want replacement frames and I demand a full refund. I will return the glasses to you as proof, but please do not play footsie with my wallet. You are already creating plenty of bad karma for yourselves by ripping off customers with badly made cheap glasses.
Sincerely,
[redacted]