Zenni Optical

HORRIBLE companyThey take your pupil distance vertically, but not horizontallySo if the glasses don't match up to your eyes, you will be dizzyAnd Zenni will not refund you They will give you half of your money back, or give you a store credit, and won't refund your shipping Why on earth would I want to get another pair of glasses if they didn't make them correctly the first time? Especially if they don't measure your PD correctly? EVEN THOUGH THE GLASSES WERE MADE INCORRECTLY, THEY WILL SAY THEY WERE MADE RIGHTI had these glasses checked before I sent them back by not one, but TWO, licensed Optometrists- whom both said they were made WRONG They will make you pay to send them back, refuse the package, then you have to call them and let them know what's going onPay to re-send itThen wait a few weeks for them to "look at the glasses" to see if there was a mistakeThen email you and tell you that they will not be giving you your money back, shipping or anythingI will NEVER recommend this company to anyoneEVER

Initial Business Response / [redacted] (1000, 5, 2014/06/17) */ Dear Mr [redacted] , You were issued a full-refund of $on 06/16/with transaction #XXXXXXXXXXXX Thank you, [redacted] Zenni Optical Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a number of emails and phone conversations, Zenni Optical refunded my money for glasses they did not deliver This company has serious customer relations problems

Initial Business Response / [redacted] (1000, 5, 2014/04/22) */ Dear Mr [redacted] , We sincerely apologize that you were unhappy with the glasses you receivedUnfortunately, the inspection of your glasses confirmed they were manufactured correctly and as stated in our 'terms of use' our return policy is a 50% refund or 100% store credit; we don't offer full refunds Thank you, [redacted] Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ Dear Ms [redacted] , We apologize that you were unable to reach a member of our customer service by phoneYou may also contact us by live chat, email ( [redacted] @zennioptical.com) or any of our social media channels Your glasses are still within our 30-day warranty, therefore, we can send you a replacement frame or remake the glasses if necessary We're awaiting your response Thank you, Zenni Optical

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Dear ***, We're so sorry to hear about your experienceWe'd like to make an exception and refund the rest of the amount back to your credit cardPlease allow 24-hours for the request to be completedPlease be advised, depending on your credit card company it may take 3-business days to see the refund back to your account Thank you! Zenni Optical

This is my first order from Zenni Optical and I must say it has been an awesome experience Everything went better than expected from start to finish I then ordered both my daughter's glasses from them and so far it's still has been a great experience I will definitely continue to use Zenni Optical as my source for eyewear

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Ms***,
We're currently in the process of remaking your glassesWhen your glasses have been inspected and shipping, we'll notify you by email with tracking informationIf 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

Initial Business Response /* (1000, 5, 2014/04/28) */
Dear Ms***,
Your glasses were remade as a courtesyYour new order number is: oXXXXXXXX
Our records show that your remade glasses will ship out to you sometime this week
Thank you,
AM
*** ***

Initial Business Response /* (1000, 5, 2014/04/07) */
Dear Mr***,
We apologize that there was some confusion while placing your order
As stated in our 'terms of use' we don't reimburse for the original shipping cost on the order(as the order was placed with the incorrect
prescription), however, we did make an exception to issue $in store credit for the return of your glasses; i.ereturn shipping costs
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When placing the order, I checked the block for my sons saved prescription from previous ordersThere would be no other reason for me to believe that the prescription was incorrectI placed the order for pairs of glasses with rush deliveryI see that nothing that I say will warrant the 2nd pair of glasses that I ordered since the business will keep using the "terms of service" clause to cover themselvesAll I wanted was my 2nd pair of glasses that I orderedWhy would I want your in store credit when I will not be using your business for any further purchases?
Final Business Response /* (4000, 9, 2014/04/17) */
Dear Mr***,
On 03/19/you requested that $be added to your Zenni account to place a new orderThis was honored upon your request as an exception to our policy
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2014/02/25) */
Dear Ms***,
Your remade order was shipped to you yesterday with tracking number XXXXXXXXXXXXXXXXXXXXXX and should arrive to you shortly
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2015/10/26) */
Dear Ms***,
We'd be happy to honor a full-refund of your glasses, as well as refund $in your return shipping costs - however, we require that your glasses be returned for inspectionIf there's anything further you'd like
to discuss, please give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/09/22) */
Dear Ms***,
We're very sorry to hear you were unhappy regarding the last order you placed with usUnfortunately, there are some offers online that aren't affiliated with our company and at the time you contacted us we weren't
offering free-shipping on orders over $If you have any further questions, please give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/10/20) */
Dear Ms***,
We regret to inform you that we never received your glasses returned to our officeIf you could please fax us the USPS proof of delivery or provide us with the tracking number in order to validate that they were in
fact delivered to our facility then we'd be happy to honor your refundPlease contact us at your earliest convenience, either by fax (XXX) XXX-XXXX or by phone (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After multiple request to them, I was never informed of their claim they can't find the glasses that were returnedThe USPS shows a delivery confirmation at of Sept2ndat 10:amTracking Number: XXXXXXXXXXXXXXXXXXXXXX
Final Business Response /* (4000, 9, 2014/10/29) */
Dear Ms***,
With the tracking information provided in your response, we were able to confirm shipment of your returned glassesWe've authorized the 50% refund of $as agreed upon back to your credit card, you'll be receiving email confirmation within the next 24-48hrs
If you have any further questions or concerns, feel free to give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Final Consumer Response /* (2000, 11, 2014/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue resolvedRefund receivedThank You for your help in resolving this issue

Initial Business Response /* (1000, 10, 2015/08/06) */
We've very sorry to hear that your glasses have broken at the temple armUnfortunately, your glasses are outside of our 30-day warranty period; it's our understanding you received your glasses back in September of last yearIf you'd
like to repair your glasses, we recommend ordering a frame only at a 50% discount and swap out you lenses into the new framePlease let us know if you'd like to discuss this further, (XXX) XXX-XXXX
http://www.zennioptical.com/faq/m***
Please let me know if you require anything else,
*** ***
Marketing Associate
Zenni Optical
Initial Consumer Rebuttal /* (3000, 12, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their reply is exactly what the customer representative told me when I first contacted them about my eyeglassesTherefore, their response is not acceptable
All I am asking for is a replacement part for the left piece that fell offMy eyeglasses are NOT brokenI should not have to buy a new pair (not even at 1/price as they are suggestingThey could easily take off the missing piece from their stock and send it to meI'll glady pay $for it
Final Business Response /* (4000, 16, 2015/08/27) */
Dear Ms***,
Unfortunately, pieces of the frame aren't available or sold separately and we cannot accommodate your requestPlease let us know if you'd like to discuss this further, (XXX) XXX-XXXX
Thank you,
Zenni Optical

I ordered a pair of prescription sunglasses from ZenniWhen I received them I realized the prescription was incorrectI contacted customer service and found out that I had apparently entered a few things wrong for my prescription, so I returned them for a store credit and ordered a new pair, triple checking my prescription and uploading a copy to their websiteI received my new pair today and the prescription is still incorrectIn fact in seems as if they sent me the same pair that I had originally receivedI cannot eat them for even minutes as the prescription is off to the point of making me nauseatedI don't know what happened because I am wearing my glasses from the eye doctor with the same prescription and I see perfectly with themI will not do business with this company ever again

Initial Business Response /* (1000, 5, 2014/02/10) */
Dear Mr***,
We sincerely apologize that your order was temporarily lost and was delayed in delivery by USPSIt's our understanding you've since received your glassesPlease feel free to contact us (XXX) XXX-XXXX should you have
any further questions or concerns
Thank you,
**
Zenni Optical
Final Consumer Response /* (2000, 7, 2014/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/03/17) */
Dear ***,
We apologize for the inconvenience you have experiencedWe understand that no company is perfect and once in awhile, human error may occur in our labWe've requested an inspection to be done on your orderOnce we
have the inspection results we will email youIn the meantime, please send us a copy of your prescription to ***@zennioptical.com
Thanks for reaching out
Zenni Optical

Initial Business Response /* (1000, 5, 2014/02/11) */
Dear Mr***,
Our return policy as stated on our website is as follows: You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) numberIf you made a mistake during the order or you
just don’t like the glasses, you can return them for a 50% refund to the credit card or a 100% store credit to exchange them for a new pairUnused accessories can be returned for a 100% refundWe will replace broken frames at no charge during this warranty periodReplacement nosepads are offered for the lifetime of the glasses
It doesn’t happen often but if you feel there is a manufacturing error, return the glasses for inspection within the day warranty and we will remake them for you at no charge if the inspection shows they were made incorrectly
Please feel free to contact a member of our customer service at (XXX) XXX-XXXX with your order number so we may issue your return authorization
Thank you,
**
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni optical has made their return policy is exceedingly difficult to find on their website
Zenni optical appears to be going out of their way to not allow me to acquire an RMA number with which to return the eye glasses
I have contacted them repeatedly to receive an RMA numberZenni optical refuses to provide me with an RMA number
Final Business Response /* (4000, 9, 2014/02/19) */
Dear Mr***,
Unfortunately, we don't offer 100% refunds because the glasses are custom made to your prescription
We'd be happy to issue your return authorizationPlease give us a call (XXX) XXX-XXXX with your order number, state the reason for your return and whether you'd like the 50% refund or 100% store credit option
Thank you,
**
Zenni Optical
Final Consumer Response /* (4200, 11, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can understand them not offering a 100% refundBut; They go to great lengths to make it difficult to find this informationIf it was presented clearly during the check out process I never would have ordered the glasses
They glasses they shipped look different than the glasses they displayed online
The glasses they shipped had the wrong prescription in the R eye
I paid almost $to get special lenses, we're not talking about a $pair of glasses
Even now they're refusing to provide me with an RMA #I have asked repeatedly and they refuse to provide me with an RMA #I have contacted them several times; via Facebook, via their online contact form, via the Revdex.com and they still will not provide an RMA #If they genuinely wanted to refund me the money they could simply refund my cardZenni optical has gone to great lengths to not refund this money

Initial Business Response /* (1000, 5, 2014/12/10) */
Dear Mr***,
We sincerely apologize for the mof your orderAs of today, I can confirm that the remake of your glasses have finished production and are awaiting shipmentFor your records, the new order number for your
glasses is: oXXXXXXXXXPlease feel free to let us know if you have any further questions or concerns, (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 7, 2014/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/23) */
Dear Ms***,
As previously discussed with a member of our customer service, we must first complete an inspection of your glasses to determine what the problem may beIt's our understanding you've already been issued return
authorization to do thisPlease let us know if you have any further questions or concerns, (XXX) XXX-XXXX
Thank you!
**
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sending it back only cost, but I want immediate refund to use it to buy a new eyeglass
Final Business Response /* (4000, 9, 2014/07/09) */
Dear Ms***
As per our return policy (also stated in our 'terms of use') the glasses must first be returned for inspection before any exceptions can be made on your behalfIf you haven't done so already, please give us a call (XXX) XXX-XXXX with your order number so we may issue your return authorization to do so
Thank you,
Zenni Optical
Consumer Response /* (-5, 14, 2014/08/07) */
I did not resolve the complaint
They did not give me money back
they scammed me
Business Response /* (4000, 17, 2014/08/19) */
Dear Ms***,
Before we discuss your order any further we must first have you glasses returned for inspectionPlease contact us for for an RA# at your earliest convenience
(XXX) XXX-XXXX
Thank you,
Zenni Optical
Consumer Response /* (4200, 19, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have passed my exams without glasses cz of you peopleIt ends up having very bad headache into eyes and went to the dr cz of thatI sending you these pairs and need instant refund