Zenni Optical

Initial Business Response /* (1000, 5, 2014/04/25) */
Dear Ms. [redacted],
As per the 'terms of use' on our website:
Zenni Optical customers have 30 days from the date of delivery to return an item. If a customer is not satisfied with a product, the product may be returned for a 50% refund...

(excluding shipping) issued back to the credit card used on the order, or a customer may choose a one-time 100% store credit refund (excluding shipping) to be used at ZenniOptical.com. SHIPPING CHARGES WILL NOT BE REFUNDED. Glasses returned for a manufacturing defect within the 30 day warranty period will be replaced at no charge. Pay for the shipping fees back to Zenni Optical. If the glasses are found to have a manufacturing defect, Zenni Optical will refund $2.50 back to the credit card used on the order.
Your glasses were remade 04/21 with order number: oXXXXXXXX, which according to your tracking information is out for delivery today 04/25 via UPS.
Thank you,
**
Zenni Optical

Initial Business Response /* (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,
**
Zenni Optical
Initial Consumer Rebuttal /* (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 lenses. I am requesting a full store credit for the cost of my glasses.
Final Business Response /* (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 glasses. Your refund of $41.45 was issued on 06/12 with TR# 2SWXXXXXKDXXXXXXG.
Thank you,
Zenni Optical

I ordered glasses for my son because he broke his glasses. It takes 7 - 14 BUSINESS days for glasses to be delivered. This means it may take up to 3 weeks. You should definitely consider this when ordering. And despite it taking up to 3 weeks to deliver the glasses, you only have 24 hours to cancel.

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

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

Initial Business Response /* (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 30 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 again. We've made an exception to have the glasses sent back for repair several months outside of warranty and are awaiting the replacement parts as needed. After the repair is completed, we'll ship your glasses back to you, however, no further exceptions will be made for this pair in the future. If you're unhappy with the quality of the frame, you're welcome to consider another of the 3,500+ frames we carry.
Thank you,
**
Zenni Optical
Initial Consumer Rebuttal /* (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 manner. Therefore, this statement is unenforceable. Yet, 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 products. When 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 quality. Apparently, Zenni Optical thinks otherwise. Terms of Service; Item 8; Subsection D: " . . . If the glasses are found to have a manufacturing defect, Zenni Optical will refund $2.50 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 worth. It 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 defective. Such a strategy would at least explain why the conflated "return policy" and "warranty" are so bizarre and out of synch with their competitors. Since 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 me. They made this statement on February 3, 2014 and repeated it in their response to Revdex.com on February 13, 2014. I posted (via USPS 2-Day Priority Mail) my broken eyeglasses to Zenni Optical at 10:06 a.m. on 16 January 2014. The tracking number (XXXXXXXXXXXXXXXXXXXXXX) indicated that the package containing my broken eyeglasses was delivered to Zenni Optical at 10:33 a.m. on 18 January 2014. They have had my broken eyeglasses for over a month now and I have still not received anything from them. If 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 faith. After all, they had my broken eyeglasses in their hands on January 18th, 2014 but they did not even contact me until twelve hours after the Revdex.com had (on February 3rd, 2014) accepted my original complaint. It appears to me that they did nothing at all for the sixteen days until February 3rd, 2014. 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 frame. As 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 straightforward. Zenni Optical has had my broken glasses in their possession for over a month now. If 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, 2014.
Final Business Response /* (4000, 9, 2014/03/07) */
Dear Mr. [redacted],
A remake of your glasses was started on 03/03 with order # oXXXXXXXX. Please see your email for further correspondence regarding your order.
Thank you,
**
Zenni Optical

Initial Business Response /* (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 /* (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 open. However, if I remain unsatisfied with their handling of this case, I will reopen the complaint.
Thank you.

Initial Business Response /* (1000, 6, 2015/04/01) */
Dear Mr. [redacted],
In regards to your order placed, 03/04/2015. As stated on our website, orders can be cancelled within the first 24 hours of being placed. This is because your glasses are custom-made to your personal prescription....

Unfortunately, you contacted our company 12 days after your order was placed and the same day that your glasses were shipped to you. Tracking number are generated at the time the glasses are shipped and orders take 7-14 business days to receive.
We apologize for any confusion regards the information above.
If you have any additional questions or concerns, please feel free to give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 8, 2015/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've requested what I would like and that is a full refund, not store credit to buy another product which your company will send me in error, it's no longer a matter of shipping time but r at be r I can't even use these glasses because they're permanently tinted and I wanted transitions. Who would walk around indoors with prescription sun glasses. I'm not satisfied with the response nor the lack of seriousness you are in my matter.
Final Consumer Response /* (3000, 21, 2015/05/15) */
Yes, and unfortunately at that time I had not received that package.
Now that I have the glasses the item I received was incorrect.
Clearly you did not read the addendum to the complaint.
Final Business Response /* (4000, 23, 2015/05/26) */
Dear Mr. [redacted],
If you'd like to discuss the glasses you received, please give us a call (XXX) XXX-XXXX so we can work to resolve any issues.
Thank you,
Zenni Optical

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

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 glasses. I dont usually put them in a case, they are flung into my handbag or a cupholder in the car. Most of the glasses last a very long time -- in fact, I lose them more often than anything falls apart. Im writing because I saw a number of negative reviews and Im astonished. Most of the glasses I purchase are from $7 to $16. but I am careful to look at the reviews on their website. Ive seen some glasses that are described as especially flimsy. These might work best for people wanting something very light and small. I did buy a pair of sunglasses about a year and half ago -- Ive worn them pretty much everyday. They were at the higher end -- around $30, these glasses have been sat on, dropped, never cased --and they are still in excellent shape. I 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 /* (1000, 7, 2015/07/27) */
Dear Ms. [redacted],
It's our understanding that you've been issued a 100% store credit of $74.25 per a conversation you've had with one of our customer service representatives. If 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

Zennioptical is a very good and reliable company, I ordered 5 pairs progressive lenses, so far, over 6 years time period and always I received the glasses on time, and in good condition, for a great price.
After receiving, I always check my glasses at an optical place and they always were made by the prescription.
Very light and comfortable frames, modern look, people always compliment me.
I would definitely recommend this company to everyone

I ordered 5 pairs of glasses from Zenni. Unfortunately the first order I submitted, I calculated my PD incorrectly (I would recommend having this measured professionally). So I contacted customer service and they had me return them for 100% store credit. I got my correct PD from my doctor and I replaced the order with the credit. I did have to pay for return shipping, but I used the same bag they came in, and it was only like $6 to return. No biggie. My new glasses came today and I am obsessed!!! They are beautiful and I can see so clearly!! I'm telling EVERYONE about Zenni Optical. By far the cutest, most INEXPENSIVE, glasses I have ever owned! Thanks Zenni!!

Initial Business Response /* (1000, 5, 2014/08/12) */
Dear Ms. [redacted],
We sincerely apologize that your glasses were incorrectly manufactured. As stated in our return policy, we're actively remaking them at no cost. Please allow 7-14 business days for delivery. If 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 /* (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 glasses. Unless they contact my eye professional to ask for this information they will manufacture a pair of glasses which will be useless. I am willing to accept a cashier's check in the amount of $75.00 made out to [redacted], mailed to me and received by me within 3 weeks from today, August 18. I am a senior adult and cannot measure PD # and do not need a pair of worthless glasses. I will not only accept this middle ground response but I will also maintain a professional attitude regarding this business. The frames do not fit and that is also unacceptable. Thank you in advance for a prompt resolution to this matter. Please ask this company to weigh the cost of maintaining an unacceptable return policy against a good reputation among Senior Citizens. If 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 /* (4000, 9, 2014/09/04) */
Dear Ms. [redacted],
We sincerely apologize for the negative experience you had with your most recent order. As an exception to our policy, we've issued a 100% refund back to your credit card in the amount of $98.85 (TR#XXXXXXXXXXXX). Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Final Consumer Response /* (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 $98.85 to my bank card account. I appreciate the Revdex.com's assistance with this matter. I am quite satisfied with the decision made by Zenni Optical.

Initial Business Response /* (1000, 5, 2014/07/18) */
Dear Ms. [redacted],
Our sincerest apologies that your glasses have broken. Unfortunately, as stated in our Terms of Use on our website, we only have a 30-day warranty/return policy. Please feel free to give us a call (800) 211-2105 if you...

have any further questions or concerns.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their reply because they do not post their "Warranty policy", nor could I find any "Terms of use" when I searched their web site. They say nothing about what happens if the product is defective. Furthermore their purported policy is not prominently posted on their web page as required by law. The only information they give when you make a purchase or browse for products is that you can only "return" the product during the first 30 days. A "return" might be made for any number of reasons. For example if the customer simply did not like the product. However, this is not the issue in this case. In this case the product failed under normal use. Thus this is not a return issue but a warranty issue. It is my understanding that there are laws of implied merchantability; when a product is sold there is an implied promise that the product is merchantable and fit for the purpose for which it is sold. If the seller does not want to abide by this law they are required to post this information is a prominent place. Zenni is clearly breaking this law.
Final Consumer Response /* (4200, 12, 2014/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their reply since they have not offered any proposed "resolution" at all. Furthermore they do not honor their "Satisfaction Guarantee". When I placed my order I searched their web site using their search tool looking for a "Warranty" so that I would be informed of their warranty policy but the search came up with nothing. Now they claim that their terms of use is the same thing as a warranty policy. It's pretty lousy and deceptive to bury a purported warranty policy under something called terms of use. I never received a copy of anything called terms of use, I only received their order confirmation and claims of satisfaction guarantee.
So, no, I do not accept their reply.
Final Business Response /* (4000, 14, 2014/08/12) */
Dear Ms. [redacted],
Again, we sincerely apologize for your dissatisfaction ordering with our company. Unfortunately, our long-standing warranty/return policy is 30-days from receipt of our glasses and because your glasses broken outside of that time frame we're unable to offer a return option.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/09/04) */
Dear Mr. [redacted],
We sincerely apologize that you were unhappy with the glasses you received. In order for us to consider a refund of any amount, we must first have the glasses returned for inspection. It's our understanding you've...

already been given the necessary authorization to do so. Please let us know if you have any further questions or conerns, XXX) XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/02/25) */
Dear Ms. [redacted],
The replacement frame for your respective order was sent from our lab on 02/19 and should be to you shortly.
Thank you,
**
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/02/26) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
I realize we settled on a replacement frame, I was given that or nothing response. However even the the customer service said the frame you said would work with my RX is probably to big for my frames (which is why 2 frames broke for NO REASON while on my face), and although not said, I am sure means they will break again.
Your response addresses none of my concerns. I have spent almost $100 and have NO glasses. Yes I put the wrong RX on one set, but as you had original RX on file, and I mistakenly thought it was against the law to give someone a RX without checking the doctors actually RX to verify before giving someone medical equipment that can damage their vision long term, so I guess yes I made a mistake. Without my bifocals, and with my lack of experience I left a minus in the tiny box instead of changing it to a plus, so I take the blame. Of course I would have never needed them had my first frames not snapped right on my face. Scaring me and my child. Also I would told these replacement frames were out of stock, and so if they break I am out of luck. It is my problem according to you, you have done all you can.
I asked to speak to a supervisor when I last contacted you, but was not allowed to speak with one.
I am NOT SATISFIED!!! I just want glasses I can wear that won't break, like ones I have bought else where. Since October I have had 3 pairs, and only had glasses on my face for 45 out of 120 days. NOT happy!!! I even sent 4 people your way who have purchased, as I was so excited when I got my first pair. I hope they got better product and service.
I am NOT satisfied,
Final Business Response /* (4000, 9, 2014/03/07) */
Dear Ms. [redacted],
It's our understanding you were issued return authorization to send back your glasses for inspection. If the lenses are in fact cut too large for the frame, we'd be happy to remake your glasses at that time. Please let us know if you have any further questions or concerns, (800) 211-2105.
Thank you,
**
Zenni Optical
Final Consumer Response /* (4200, 11, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have to ship them back at my own expense again. They broke in the first place as a result of poor quality. I am tired of spending money. I also have to trust that once I ship them back at my expense you will be honest about your mistake. I can get a good camera and take pictures of the frames with the sample lenses you gave me over lapped with the dummy pair that cam in the replacement lenses. Also I was told if you found no fault in the glasses, I am just out of luck. You keep the ones I sent for inspection and I get NOTHING for the almost $100 I have spent. I am sorry, but I am don't feel I should spend anymore money paying for your mistakes. If you are willing to pay for return shipping and guarantee and honest inspection (they should have been inspected the first time) I will try to give you one more chance. After that I am going to take pictures whether you want them or not, and post them along with my story and correspondence in every possible place that I can; fb, instagram, google+, twitter, chat groups, and wherever else I can find. I will write and submit articles titled "Are online optical store really a good deal", and focus on the cons. I will submit this article for free use to any blog, or media source that wishes to use it. I will ask my husband to pass it on to his friends at the television station where he directs. I am going to go to my friends I recommended to you and tell them and show them what I have. Even if they like what they got it may cast enough doubt to think twice before their next purchase. Maybe this will have very little impact on you, as I am a nobody really. Maybe you purposely make money by ripping people off, and you don't care if you loose my business, or the business of those I sent your way, it seems many businesses are now modeled to treat the customer this way. If this is the case I guess it was a very expensive lesson on my part. A good day and a half's work. My husband told me I was foolish to buy glasses online anyway. I guess I am also a little miffed you proved him right, and me wrong. If you want to help make this right, I am willing to work with you. Otherwise I am going to do as I promised and start a one man campaign to make others aware of my plight. :/ If it sounds to good to be true, it probably is.... I have heard it a million times, now a million and one.

Initial Business Response /* (1000, 5, 2014/08/28) */
Dear Ms. [redacted],
Per your request, you've been issued 100% store credit for your glasses in the amount of $79.90. This credit is now available for your use. Please let us know if you have any further questions or concerns, (XXX)...

XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/08/19) */
Dear Ms. [redacted],
We sincerely apologize that there was a mix-up with your order. I can assure you that as soon as your newly remade glasses are shipped, you'll hear from us via email with tracking information.
Thank you,
Zenni...

Optical

4 glasses in 2 years, so far, so good