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Zenni Optical

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Reviews Zenni Optical

Zenni Optical Reviews (205)

Initial Business Response / [redacted] (1000, 5, 2015/04/03) */ Dear Mr [redacted] , We apologize that you haven't yet received your glassesThey were shipped via USPS with tracking number: XXXXXXXXXXXXXXXXXXXXXX on 03/19/ In our experience, delivery to an APO can take a little longer, however, your glasses are still en route to you We ask that you please allow a few more days for deliveryThank you for your continued patience Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a full refund Final Business Response / [redacted] (4000, 11, 2015/04/24) */ Would like the opportunity to ask the customer if they've received their glassesIf not, we're happy to refund their full purchase amount with our sincerest apologies

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ Dear Ms [redacted] , We sincerely apologize that you were unhappy with the segment height of your progressive lenses, however, we make mention of this in the 'tool tip' when you're selecting the prescription type during the order process In some cases, you can have the glasses adjusted to account for this Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I looked all over the website for this tool kit they are referring toIf there is one and I cant find it no one else will, why would they hide something so important, besides, if I choose progressive bifocals, like I did, and the frames says "yes" for progressive lens,then the glasses should be rightWhy would they even allow that frame knowing the bifocal will be interfering with the regular prescription, and why does it not alert you then or warn you or have a pop up window telling youTHIS IS DECEITFUL AND WRONGI want a full refundDisclaimer is not where you can find it and the frames should never say "yes" if they can't pull it off Final Business Response / [redacted] (4000, 10, 2014/09/04) */ Dear Ms [redacted] , We sincerely apologize for the negative experience you had with your most recent orderPer your request and our return policy, you've been issued a 50% refund of $(TR#XXXXXXXXXXXX) on 08/29/Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX Thank you, Zenni Optical Final Consumer Response / [redacted] (2000, 12, 2014/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) 1/of the money is not acceptable especially under the circumstancesI chose frames for progressive lensIf they can not deliver a correct prescription with those frames, they should not offer them After much effort Zenni has agreed to refund the other 1/of the moneyI sincerely hope they look into their refund policy and do the right thing by their customersBecause that's what a reputable company does

I have purchased numerous pairs of glasses from Zenni Optical over the years and referred family and friends While a couple of pair of glasses did have the arms break -- I can tell you this, I am ROUGH on glassesI dont usually put them in a case, they are flung into my handbag or a cupholder in the carMost of the glasses last a very long time -- in fact, I lose them more often than anything falls apartIm writing because I saw a number of negative reviews and Im astonishedMost of the glasses I purchase are from $to $but I am careful to look at the reviews on their websiteIve seen some glasses that are described as especially flimsyThese might work best for people wanting something very light and smallI did buy a pair of sunglasses about a year and half ago -- Ive worn them pretty much everydayThey were at the higher end -- around $30, these glasses have been sat on, dropped, never cased --and they are still in excellent shapeI actually cant imagine worse care (I know this review doesnt say much about me) ..but it does give the reader a chance to objectively view the product

Initial Business Response / [redacted] (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 [redacted] @zennioptical.com Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/06/17) */ Dear Ms [redacted] , As stated in our 'terms of use', unfortunately, orders placed solely with store credit can only be returned for a 50% refund Thank you, [redacted] Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) the quality of the lenses is inferior and they are not high index lensesI am requesting a full store credit for the cost of my glasses Final Business Response / [redacted] (4000, 9, 2014/06/25) */ Dear Ms [redacted] , Unfortunately, because your order was placed with 100% store credit (as a one-time use), we're only able to offer a 50% refund back to your credit card for your returned glassesYour refund of $was issued on 06/with TR# 2SWXXXXXKDXXXXXXG Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/06/06) */ Dear Ms [redacted] , The two inspections performed on your glasses confirmed they were manufactured correctly to the prescription you provided at the time the order was placedAs per the 'terms of use' on our website, we can offer to return the glasses to you, a 50% refund or 100% store creditPlease give us a call (XXX) XXX-XXXX with how you'd like to proceed Thank you, [redacted] Zenni Optical Consumer Response / [redacted] (-5, 10, 2014/07/04) */ Not sure what it means, "case closedAssume resolved" meansThere has been no resolveZenni optical has my money and the eyewear Business Response / [redacted] (4000, 13, 2014/07/17) */ Dear Ms [redacted] , After two inspections of your glasses we've concluded that your glasses were manufactured correctlyAs per our policy (as stated in our Terms of Use), we'd be happy to return the glasses to you, offer a 50% refund or 100% store creditPlease let us know how you'd like to proceed (XXX) XXX-XXXX Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ Dear [redacted] , So sorry to hear about your glassesIt's our understanding that you will be returning your order for a full refundOnce we receive your order we will process the full refund and email you the transaction numberIf you have any questions or concerns, please feel free to give us a call at (XXX) XXX-XXXX Thank you! Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/10/24) */ Dear Mr [redacted] , We sincerely apologize that your glasses have brokenUnfortunately, as stated on our website we only offer a 30-day return/warranty period and also don't offer lens replacementIf you have any further questions or concerns, please give us a call (XXX) XXX-XXXX Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am a self-employed electrician, in business yearsNOTHING is more important to me than giving the customer full value for their money & the idea that I care about their overall satisfaction I feel all Zenni cares about is: THEY GOT MY MONEY! They say "We sincerely apologize...", but their words mean nothing! They lost me as a customer - I'm sure another glasses/optical sales company out their has a better attitude Final Business Response / [redacted] (4000, 9, 2014/11/03) */ Dear Mr [redacted] , Again, our sincerest apologies that your glasses have brokenDue to the glasses being approximately 7-months outside of our 30-day warranty period, we're unable to make an exception in this case Thank you, Zenni Optical Final Consumer Response / [redacted] (4200, 13, 2014/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have paid for pairs of glasses & have no glassesIncidentally my daughter's new Zenni glasses just broke (luckily within the ridiculously short day warranty)What I mean when I say "I do not accept this business" proposed resolution" is that I will be taking my business to a company that makes a quality product & is willing to stand behind it.Good luck to you, Zenni - you're going to need it - you just lost repeat customers!

Initial Business Response / [redacted] (1000, 5, 2014/02/10) */ Dear Mr [redacted] , As stated in our Terms and Conditions agreed upon at the time of placing your order, "glasses returned for a manufacturing defect within the day warranty period will be replaced at no charge"We were happy to remake your glasses at that time because they were within warranty and it's unfortunate your glasses broke againWe've made an exception to have the glasses sent back for repair several months outside of warranty and are awaiting the replacement parts as neededAfter the repair is completed, we'll ship your glasses back to you, however, no further exceptions will be made for this pair in the futureIf you're unhappy with the quality of the frame, you're welcome to consider another of the 3,500+ frames we carry Thank you, [redacted] Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reviewed Zenni Optical's terms of service (http://www.zennioptical.com/terms-of-use)As I have already mentioned in my original complaint, the verbiage presented here inappropriately conflates a "return policy" (Item 8) with a "warranty." To make matters worse, another portion of these "terms of service" (Item 11) contains this statement: " TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL ZENNI OPTCAL BE LIABLE FOR D**AGES OF ANY KIND ARISING OUT OF OR IN CONNECTION WITH MATERIALS OR SERVICES PROVIDED TO YOU BY ZENNI OPTICAL." I know of no law, Federal or State that permits, let alone, encourages any vendor to defraud its customers in this mannerTherefore, this statement is unenforceableYet, it is apparently this statement that Zenni Optical uses to conflate a return period with a warranty so as to tell the customer that he/she is out of luck and has no recourse regarding defective productsWhen I had originally ordered eyeglasses through the Zenni Optical website, I was given to understand that these were to be new materials of at least standard qualityApparently, Zenni Optical thinks otherwiseTerms of Service; Item 8; Subsection D: " If the glasses are found to have a manufacturing defect, Zenni Optical will refund $back to the credit card used on the order." So, this section presents a clear estimate of what Zenni Optical apparently thinks their wares are worthIt is enough to make one wonder if all the eyeglasses offered by Zenni Optical are known to be defective because they are lots remaindered from legitimate manufacturers who get rid of production runs they know to be defectiveSuch a strategy would at least explain why the conflated "return policy" and "warranty" are so bizarre and out of synch with their competitorsSince the pricing is some twenty seven times the stated replacement value (and presumably the true value) the profit margin within this operation must be considerable Zenni Optical has stated that they will remanufacture the broken eyeglasses for meThey made this statement on February 3, and repeated it in their response to Revdex.com on February 13, I posted (via USPS 2-Day Priority Mail) my broken eyeglasses to Zenni Optical at 10:a.mon January The tracking number (XXXXXXXXXXXXXXXXXXXXXX) indicated that the package containing my broken eyeglasses was delivered to Zenni Optical at 10:a.mon January They have had my broken eyeglasses for over a month now and I have still not received anything from themIf they say that they intend to act, what on earth are they waiting for? Do they seriously expect that I will consider the matter resolved upon their mere assurances? It is my belief that their assurances (like their Terms of Service) were issued in bad faithAfter all, they had my broken eyeglasses in their hands on January 18th, but they did not even contact me until twelve hours after the Revdex.com had (on February 3rd, 2014) accepted my original complaintIt appears to me that they did nothing at all for the sixteen days until February 3rd, Eighteen days have now gone by since they promised to replace my broken eyeglasses I will consider this matter closed when I receive the replacement eyeglasses and after I have assured myself that the progressive lenses in them have the same prescription and all the coatings I had originally paid for, that the lenses do not fall out of the frames as they did before and that the frame at least gives the impression that it will not disintegrate in use as did their previous frameAs for Zenni Optical's suggestion that I buy another frame from among the 3,500+ that they carry, I have to wonder why I should have any more faith in any of these than in the frame I am currently awaiting the return of? Indeed, why should I (or anyone else) have any more faith in their products than they themselves do? As for the matter of an intermediate solution, I would say that this matter is quite straightforwardZenni Optical has had my broken glasses in their possession for over a month nowIf they cannot or will not replace them, then they can (immediately) refund to me the money ($69.75) I paid to them on April 22nd, Final Business Response / [redacted] (4000, 9, 2014/03/07) */ Dear Mr [redacted] , A remake of your glasses was started on 03/with order # oXXXXXXXXPlease see your email for further correspondence regarding your order Thank you, [redacted] Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ Dear Mr***, I can confirm that we've received your returned glasses to our office for store creditYou'll be emailed early next week when your store credit is available for use Thank you! Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/08/21) */ Dear Ms [redacted] , Once your glasses are received back to our office and the inspection of them has been completed we'll contact you by email regarding how you'd like to proceed Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will strive to resolve this with Zenni directly so at this point, I do not need to keep this complaint openHowever, if I remain unsatisfied with their handling of this case, I will reopen the complaint Thank you

Ordered glasses with frame [redacted] - quality of frame is extremely low, quality of work is poorI regretted that I had any business with this company

Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ Dear Ms [redacted] , We sincerely apologize that there was a mwith your orderWe've since refunded your order total in full back to your credit cardPlease let us know you have any further questions or concerns, (XXX) XXX-XXXX Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have refunded my full order priceBut they still owe me a refund for what I paid to ship the incorrect glasses back to themI should not have to foot the bill on their mistake, especially because I did what they requested of me in an extremely timely manor Final Business Response / [redacted] (4000, 11, 2014/09/22) */ Dear Ms [redacted] , We've received correspondence from you regarding an order you had placed with us back on 07/10/According to our records, you were refunded in full for both your order and return shipping costsIf you have any further questions or concerns, please give us a call (XXX) XXX-XXXX Thank you, Zenni Optical Final Consumer Response / [redacted] (4200, 13, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The money I was refunded for returning the wrong glasses is not the same money as my original order price and shippingThere for it has NOT been refundedPlease refer to the math I have supplied you with several times, or supply me with your math that shows I'm in the wrong, maybe zenni will finally see their error that wayI will continue to use Revdex.com as a facilitator for this communication as attempting to go straight through Zenni's customer service for the first month proved to get me no where

I thought Zenni was great at firstMy glasses arrived quickly and were perfectAfter only a few wearings, though, the frames brokeWhen I asked about getting a replacement - the frames are still up on their website, I got his answer: "Dear J Thank you for contacting Zenni Optical Since the glasses in this order are beyond our one month return warranty, we cannot offer a refund or replacementHowever, we checked with our lab but we don't have any # [redacted] left in stock, nor will we restock them any moreYou can check and order other complete pairs online if you would like Warm regards," So I am out of luck No warranty, no replacement frames, nothingAnd then they have the nerve to ask me to buy more glasses from them!

Initial Business Response / [redacted] (1000, 5, 2014/05/16) */ Dear Mr [redacted] , We apologize that your glasses have brokenAs stated on our website and in our 'terms of use' we have a 30-day warranty/return policyUnfortunately, your glasses are outside of warranty, however, you're welcome to order a 'frame only' for half cost and swap your lenses into the replacement frameWe also have a video tutorial on our website to assist you Thank you, [redacted] Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/09/04) */ Dear Mr [redacted] , We sincerely apologize that you were unhappy with the glasses you receivedIn order for us to consider a refund of any amount, we must first have the glasses returned for inspectionIt's our understanding you've already been given the necessary authorization to do soPlease let us know if you have any further questions or conerns, XXX) XXX-XXXX Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ Dear Ms [redacted] , It's our understanding that you've now received both pairs of glasses; one repaired and one newly remade from our lab Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/08/12) */ Dear Ms***, We sincerely apologize that your glasses were incorrectly manufacturedAs stated in our return policy, we're actively remaking them at no costPlease allow 7-business days for deliveryIf you should have any questions or concerns regarding your remade glasses, please give us a call (XXX) XXX-XXXX Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) XXXXXXXX The company does not have the PD # to correctly make the glassesUnless they contact my eye professional to ask for this information they will manufacture a pair of glasses which will be uselessI am willing to accept a cashier's check in the amount of $made out to [redacted] ***, mailed to me and received by me within weeks from today, August I am a senior adult and cannot measure PD # and do not need a pair of worthless glassesI will not only accept this middle ground response but I will also maintain a professional attitude regarding this businessThe frames do not fit and that is also unacceptableThank you in advance for a prompt resolution to this matterPlease ask this company to weigh the cost of maintaining an unacceptable return policy against a good reputation among Senior CitizensIf they are still determined to re-manufacture the glasses, please ask them to call for a PD # and I will obtain this information this week so that I am ready for their phone call or email Sincerely [redacted] Final Business Response / [redacted] (4000, 9, 2014/09/04) */ Dear Ms***, We sincerely apologize for the negative experience you had with your most recent orderAs an exception to our policy, we've issued a 100% refund back to your credit card in the amount of $(TR#XXXXXXXXXXXX)Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX Thank you, Zenni Optical Final Consumer Response / [redacted] (2000, 11, 2014/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the return of the manufacturing cost of $to my bank card accountI appreciate the Revdex.com's assistance with this matterI am quite satisfied with the decision made by Zenni Optical

Company supplied a defective product that affects my health and safetyAfter repeated attempts to obtain a refund, my escalations were ignored and presented with extremely unfriendly policy retortsTheir stance is to have me pay more money, for the chance at a refund with no guarantees of any compensationI am a long time customer that is extremely upset at the lack of empathy or concern

Initial Business Response / [redacted] (1000, 7, 2014/10/24) */ Dear Ms [redacted] , After reviewing your order and returned glasses, we'd like to extend to you as a courtesy a remake of your glasses; the remake would be an exact remake of your original orderPlease give us a call (XXX) XXX-XXXX to confirm that you accept this offer Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 9, 2014/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is exceptableVery disappointed with Zenni Optical that I had to use the Revdex.com to get this far, but am thankful that the Revdex.com is helping to resolve this matterZenni Optical needs to have a better customer service

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Address: 27 Sunny Oaks Drive, San Rafael, California, United States, 94903

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