Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ Dear Ms [redacted] , We sincerely apologize you experienced a problem with the glasses you receivedUnfortunately, we must first have them returned for inspection before we can consider honoring a refund for the productIf you haven't done so already, please contact us to be given the necessary return information (XXX) XXX-XXXX Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ Dear Mr [redacted] , We sincerely apologize that your glasses have brokenAs previously stated and agreed upon in the 'terms of use' when placing your order, we have a 30-day warranty/return policyIf there were any exceptions that could be made on your behalf we'd be happy to, but unfortunately this is our policy Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/08/19) */ Dear Ms***, We sincerely apologize that there was a mwith your orderI 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

Initial Business Response / [redacted] (1000, 8, 2015/09/29) */ Dear Ms [redacted] , We have no record of an order under your nameCan you please provide us with your order number and/or your email address so we may look into this further? Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni Optical agreed to allow me to exchange the glasses for a 100% store credit

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ Hi [redacted] , We're so sorry for the inconvenience we may have causedIt's our understanding that a full refund of has been issued back to your credit card ending in ***If you have any other questions or concerns, please feel free to call us at (XXX) XXX-XXXX Thank you! ***, Zenni Social Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund issued as requested

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

Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ Dear Ms [redacted] , It's our understanding one of our supervisors reached out to you by email earlier today regarding your glasses and has extended to you some options that go beyond our company return policy If you have any further questions or concerns, please feel free to address them by email response Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ Dear Mr [redacted] , We sincerely apologize that your order was never receivedUnfortunately, because your tracking number with USPS states it was successfully delivered on 08/we must have a 'letter of non-delivery' from them in order to remake your glasses In our experience, we've found it's best to request this in person from the Post MasterThen, please fax it (XXX) XXX-XXXX to our office and we'll start the remake of your order immediately Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 7, 2015/05/04) */ Dear Mr [redacted] , Per your discussions with our customer service we made an exception to remake your glassesIt's our understanding via your tracking number (TR# XXXXXXXXXXXXXXXXXXXXXX) that they were delivered 05/02/ If you have any further questions or concerns, feel free to give us a call (XXX) XXX-XXXX Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I received the replacement pair of eye glasses in the mail I cannot use them for daily use as initally purchased back in Sept They've sent me faulty pairs of eyeglasses See Zenni's reply on 10-6-(PAGE 1), and the change in response about the AR coating from 10-22-(PAGE 2)Email transcript: [redacted] While initially only giving me half-refund offer of $27.xx - Zenni mailed this pair out to me and finally acknowledged there was AR Coating on one lens and not the other (as my eye doctor and Lenscrafter optician both gave their expert opinion on) As a MIDDLE GROUND offer: Please request that Zenni Optical simply refund me the cost of eyeglasses and mailing cost, remaining store credit (not the doctor's visit), Eyeglasses $ Fedex mailing cost $ Online Store Credit Balance $ Total: $ It'll be another $if they want their junk back: $ It's a nominal expense - but what a headache for an average consumer to recoup it! The mailing address for the refund check is: [redacted] N [redacted] Rd [redacted] XXXXX Thanks Final Business Response / [redacted] (4000, 11, 2015/05/20) */ Dear Mr [redacted] , If you're unhappy with the pair of glasses you receivedPlease give us a call (XXX) XXX-XXXX at your earliest convenience so we can do our best to resolve this Thank you, Zenni Optical

I have been buying prescription glasses for a long time and most of them got cracks after months and I end up ordering again but my recent glasses were started cracks within two months, when contact them they stated that guarantee is only days and suggested me to order new glassesThey are selling very poor quality and it may not last three months, buyer be aware of this company and please do your full research before even attempt to order any from this companyThey don't care about clients and their only selling point is low price but you will have to buy a new pair every months and yet another crappy company from CA!

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

I cannot believe what is happening right now on your customer service chatUSPS delivered my glasses, which I have been waiting days for while wearing my broken ones, to your office in Novato CA today at 10:amYour customer service rep "***" in China is telling me you are from China? And that even though your shipping company shipped my glasses to you, she will not overnight me another pairThey sat hours from me in [redacted] for two days, and hours from me in Phoenix for one day Now she will not overnight me the pair that was delivered incorrectly? She says she has to wait days to find it and then ship it to me again which will take 2-more days? What? You're about to lose a customer here

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Dear ***, So sorry to hear about your experienceWe're reviewed your order and found that the prescription entered does not match the prescription that your doctor issuedWe'd be happy to make an exception and accept the return of your order for an inspectionIf 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 ***, Zenni Social Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I ordered two pair of eye glasses, one single vision and one progressiveI received both eyeglasses on timeThe single vision eye glasses were perfect and fit wellHowever the progressive eye glasses had several smudges on both lensesI sent a complaint to Zenni Optical and received a response within hoursI offered pictures and sent them the next dayAgain within hours they sent me a replacement order express mail and I received the new lenses including frames in days at zero costI immediately checked the lenses and they were perfectThe prices of of these eye glasses were 50% cheaper then GlassesUSA which I purchased two years agoZenni Optical offeres a quality frame and lense for a fair price and great customer serviceI would recommend Zenni to anyone needing a quality product at amazing pricesTheir 100% satisfaction guaranteed is for real!

Initial Business Response / [redacted] (1000, 5, 2014/03/20) */ Dear Mr [redacted] , As stated in our 'terms of use' as agreed upon when you placed your order; we have a 30-day return policyAt this time we don't offer discounts on future orders unless otherwise indicated as a promotional code, which can be found on the homepage of our website Thank you, [redacted] Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) In 2013, I received glasses that had such a small bridge they were not even wearableThey sat so high on my nose that the bottom of the frame was at the middle of my eye, and the frame was unadjustable I called customer service on 3/11/at 4:20pm, a week after receiving them, and was told that there were no returns or anything they could do regarding the glassesThey did not honor their one month warranty (This call was in addition to the call placed on 3/7/at 10:02amI have the phone records to substantiate both calls.) Final Business Response / [redacted] (4000, 10, 2014/04/07) */ Dear Mr [redacted] , Per your original complaint, your glasses order #XXXXXXXXX placed on 02/25/are outside of warranty, and unfortunately no accommodations or exceptions can be made on your behalf Please note that our return policy is subject to change as stated in our 'terms of use' NO NOTICE OF CHANGES TO POLICYFrom time to time and at its sole discretion, Zenni Optical will post a notice on the Site any time these Terms of Use have been changed or otherwise updatedIt is your responsibility to review these Terms of Use periodically, and if at any time you find these Terms of Use unacceptable, you must immediately leave the Site and cease all use of the Service and the Site Thank you, Zenni Optical Final Consumer Response / [redacted] (4200, 12, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint is regarding Zenni Optical not honoring their warranty effective in February 2013: At the time of my order on 2/25/2014, there was a return policyWhen I called customer service to send them back on 3/11/at 4:20pm, a week after receiving them, I was told that there were no returns and nothing would be done regarding the glassesI asked to speak to a supervisor, and attendant checked with her supervisor and reitered what she had told me minutes beforeThe phone call lasted for minutes and I have the phone records to prove thisI am stating this because Zenni Customer Service claims now claims that they have no record of this callAs a company, Zenni did not honor their policy in place at the time, even though it apparently changes often

I think for the price that these are absolutely fantastic, I would absolutely repurchase, they came fast, shipping was cheap, prices were cheap and the prescription is better than my insurance company glassesI can't recommend enoughI think people expect superior quality but for the price, you can't really expect that or complain

Initial Business Response / [redacted] (1000, 6, 2014/10/20) */ Dear Mr [redacted] , We sincerely apologize for your negative experience ordering with our companyWe've made an exception to our policy, and have extended to you a 100% refund of $back to your method of paymentPlease let us know if you have any further questions or concerns, (XXX) XXX-XXXX Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a customer I am very disappointed and will not patronize this business againThere never was a call back from any supervisor....clearly it was easiest for the Zenni to just offer a refund rather than pursuing customer satisfactionWeak Final Business Response / [redacted] (4000, 10, 2014/10/29) */ Dear Mr [redacted] , Please accept our sincerest apologies for your dissatisfaction ordering with our company If you have any further concerns you'd like to discuss, please feel free to email us at, [redacted] @zennioptical.com Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/02/25) */ Dear Ms [redacted] , The replacement frame for your respective order was sent from our lab on 02/and should be to you shortly Thank you, [redacted] Zenni Optical Initial Consumer Rebuttal / [redacted] (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 responseHowever 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 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 concernsI have spent almost $and have NO glassesYes 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 mistakeWithout 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 blameOf course I would have never needed them had my first frames not snapped right on my faceScaring me and my childAlso I would told these replacement frames were out of stock, and so if they break I am out of luckIt 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 whereSince October I have had pairs, and only had glasses on my face for out of daysNOT happy!!! I even sent people your way who have purchased, as I was so excited when I got my first pairI hope they got better product and service I am NOT satisfied, Final Business Response / [redacted] (4000, 9, 2014/03/07) */ Dear Ms [redacted] , It's our understanding you were issued return authorization to send back your glasses for inspectionIf the lenses are in fact cut too large for the frame, we'd be happy to remake your glasses at that timePlease let us know if you have any further questions or concerns, (800) 211- Thank you, [redacted] Zenni Optical Final Consumer Response / [redacted] (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 againThey broke in the first place as a result of poor qualityI am tired of spending moneyI also have to trust that once I ship them back at my expense you will be honest about your mistakeI 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 lensesAlso I was told if you found no fault in the glasses, I am just out of luckYou keep the ones I sent for inspection and I get NOTHING for the almost $I have spentI am sorry, but I am don't feel I should spend anymore money paying for your mistakesIf 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 chanceAfter 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 findI will write and submit articles titled "Are online optical store really a good deal", and focus on the consI will submit this article for free use to any blog, or media source that wishes to use itI will ask my husband to pass it on to his friends at the television station where he directsI am going to go to my friends I recommended to you and tell them and show them what I haveEven if they like what they got it may cast enough doubt to think twice before their next purchaseMaybe this will have very little impact on you, as I am a nobody reallyMaybe 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 wayIf this is the case I guess it was a very expensive lesson on my partA good day and a half's workMy husband told me I was foolish to buy glasses online anywayI guess I am also a little miffed you proved him right, and me wrongIf you want to help make this right, I am willing to work with youOtherwise 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 isI have heard it a million times, now a million and one

Initial Business Response / [redacted] (1000, 7, 2014/07/18) */ Dear Mr [redacted] , When manufacturing our progressive lenses, we don't offer custom segment heights; we do a standardOur recommendation is that you consider choosing a different frame (other than #XXXXXX), while keeping in mind the segment height you needIf you have any questions regarding this, please give our customer service a call (XXX) XXX-XXXX Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ Dear Ms***, We sincerely apologize that you've been unable to use any of the glasses we've provided you thus farUpon receipt of your glasses we're happy to honor a 100% refund of $back to your method of payment since you've elected to forgo another remake Thank you, Zenni Optical Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They eyeglasses (pair) have been sent back to you as per our agreement for refunding my money ($240.75)You received the eyeglasses on 11/21/at AM as per tracking # XXXX XXXX XXXX XXXX XXXX XX of the USPSAs of this date, 11/26/2014, I have heard nothing from youNothingI would assume that you would not like theft by fraud added to your already dismal customer service historyI want my money back in the same way you took it; quicklyA copy of this email also goes to Revdex.com and the California Attorney General, MrL [redacted] of the Public Inquiry Office [redacted] Final Business Response / [redacted] (4000, 9, 2014/12/04) */ Dear Ms***, On 11/we responded to your request for a refundYou were issued a refund of $(TR# XXXXXXXXXXXX) back to your credit card, which can be verified by the transaction number provided Thank you, Zenni Optical Final Consumer Response / [redacted] (2000, 11, 2014/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)