Zenni Optical

Final Consumer Response /* (2000, 7, 2015/03/02) */
I now consider the case closed as Zenni did finally refund the shipping cost and the package was delivered, all be it latethe company in the past has delivered a great product in a timely manner But not the last ordersThey seem
to have taken a turn for the worse in customer service and shipping
Thanks to the Revdex.com for helping me deal with this issue
*** ***

I HAVE BOUGHT FROM ZENNI MULTIPLE TIMES AND I LOVE THE CUTE GLASSES ON A BUDGET! LOVE THEM!!!!!!

Initial Business Response /* (1000, 9, 2015/06/09) */
Dear Ms***,
We're very sorry to hear that your glasses have broken due to impactWe'd be happy to honor a full-refund, however, they must be returned firstPlease give us a call (XXX) XXX-XXXX at your earliest convenience so we
can assist you in this as quickly as possible
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 11, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already stated to Zenni Optical, I am not going to spend my own time and money to ship the glasses back to themThey are missing a piece that was damaged in the accident, and I consider them evidence in this caseI have modified them with tape and padding to use as a temporary solution for my son until another pair can be ordered (obviously from another company)
In addition, I do not see this response as addressing at all the issue of the glasses being advertised very specifically for contact sports, yet being very definitely the cause of an injury in an impact
Final Business Response /* (4000, 13, 2015/06/15) */
Dear Ms***,
We'd be happy to honor your request for a full-refund of your glasses in this casePlease give us a call (XXX) XXX-XXXX to obtain the necessary return informationOnce the glasses are received back to our offices, we'll immediately issue the refund
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 15, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to recieve the same response requiring me to return the glasses at my own expense, and ignoring the issue of the deceptive advertisingNo, I am not satisfied with this responseThe glasses are evidence in a potential lawsuitAs I have now reiterated four separate times, I'm not going to return them to you
Is anyone going to take this seriously, or do I move this on to a lawyer at this point?

Initial Business Response /* (1000, 6, 2015/08/07) */
Dear Mr***,
We're sorry hear that there was some confusion while placing your orderIt's our understanding that you were issued 100% store credit on 07/to reorderPlease let us know if you have any further questions or
concerns (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, the mistake was theirs, not mineI will not accept a partial refundPlease provide a full refund in the amount of $You may send a check to the address on my account, or refund the amount back on to the credit card I used to make the purchaseThank you
Final Business Response /* (4000, 10, 2015/08/31) */
Dear Mr***,
We apologize that there was some confusion while placing your order and for any miscommunication by our live-chat representativeWe'll be issuing an additional $in store creditIf 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, 2014/02/10) */
Dear Ms***,
We apologize that there was some confusion while placing your orderIn the future, please make sure you select the '24hr hold' option; that way we're able to make any changes to your order when we verify with your
faxed prescriptionIn this case, because 'immediate' processing was selected, no changes can be madeIt's our understanding we issued you 100% store credit and your new order is currently being processed
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 6, 2014/10/29) */
Dear Ms***,
We sincerely apologize that you were unhappy with the glasses you receivedIn your response, you mentioned not being able to see clearly with the glassesIf you haven't done so already, please fax your prescription
to us at (XXX)XXX-XXXX so we may complete the inspection of your glassesIf you have any further questions or concerns, please give us a call (XXX)XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 8, 2014/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your reply, but if you would have evaluated my complaint thoroughly, you would have seen that I sent my prescription in along with my glassesYou have already "inspected" my glasses and said that they matched my prescription, although I had an optical store evaluate the glasses before I sent them back to you and they determined the prescription was wrongPlease do the right thing and give me a complete refund of my money so this nightmare can be over with
Final Business Response /* (4000, 10, 2014/11/10) */
Dear Ms***,
We apologize that we were unable to provide you with a product and service that met your satisfactionYou were refunded $(tr# XXXXXXXXXXXX) on 11/with our sincerest apologies
Thank you,
Zenni Optical
Final Consumer Response /* (2000, 12, 2014/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zenni Optical provided a prompt full refund, satisfying my desired resolutionThank you

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear Mr***,
We're sorry to learn of your negative experienceUnfortunately, our website was down a couple of hours on 08/31/due to high volume while hosting a 24-hour flash saleWe appreciate your feedback and invite you to
visit us again
Thank you,
Zenni Optical

PO(o***) I have believed that Zenni Optical offers its customers good value: function/price/quality combinationMy nice looking blue frames lasted about months and fell a apartI have contacted Zenni but was told they don't do repairs and since I lost one lens I have to buy another pairI have asked if they would offer any discount on the second pair since frames should last more than six months but they wouldn't do a thing (Customer SERVICE is such only by the name)They don't care about clients and their only selling point is : low price (but if you have to buy a new pair every months it is no longer cheap)Another crappy company from CA!

Initial Business Response /* (1000, 6, 2014/09/24) */
Dear Ms***,
We're sorry to hear you had a problem with the glasses you receivedPer your request we've given you 100% store credit to choose a different pair, however, if you'd like us to remake the glasses we'd like the
opportunity to do so with our sincerest apologies
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 8, 2014/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zenni contacted me via phone and they are remaking the glassesI have not received the new glasses yet, but they agreed it remake themI hope the new glasses come in good shape

Initial Business Response /* (1000, 5, 2014/02/05) */
Dear Ms***,
When ordering reading glasses your prescription must be convertedThis is a frequently asked question by many of our customers and information of how to do this is provided on our website for your convenienceIn the
future, should you have any questions while placing an order or an issue with glasses you've received please give us a call within our 30-day return policy so we may assist you to the best of our ability
Thank you,
**
Customer Service
Final Consumer Response /* (4200, 11, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is why you completely fail as a company when it comes to accountabilityThe first statement you gave states that there are specific instructions on converting a prescription from positive to negativeWhen I asked for proof you provide a blanket statement and nothing specific
The statement you provided does not apply to my caseMy prescription was input correctlyYour optometrist is not properly trained and failed to convert the prescriptionI paid for glasses that are totally useless
I have received no apology, no refund, no offer of exchange or remedyYou have terrible customer service and your company lacks integrityI have posted this information on several sites so other customers can be aware of your tactics
I expect your next response to be an apology for your error
Final Business Response /* (4000, 9, 2014/02/19) */
Dear Ms***,
As per our 'terms and conditions':
THE CUSTOMER IS RESPONSIBLE FOR CORRECTLY ENTERING DATA, CHOICES: (1) Customer personal information (name, correct and complete address and shipping information), (2) Payment information (credit card number, expiry and code numbers), (3) Selection of a proper size frame, (4) proper color(s) and shading selections (such as, photochromic, cletc.), (5) Pupillary Distance (PD) and (6) Accurate Prescription (Rx) information
**
Zenni Optical

Initial Business Response /* (1000, 9, 2015/08/14) */
Dear Ms***,
We're very sorry to hear you were unhappy with the glasses you receivedWith the inspection of your glasses, we've also confirmed with one of our lab technicians that you glasses are indeed correctWe'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, I asked him whether he was aware of the Revdex.com complaintHe said he had no idea about the Revdex.com complaintApparently 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 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***,
We're sorry to hear that you were unhappy with the glasses you receivedWe've confirmed with our lab that they were in fact manufactured correctlyWe're happy to offer you either a 50% refund or 100% store credit to reorder a different pair that may be more to your likingPlease 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 unacceptableThe facts are all there, so no need to repeatI'm not going to take the store credit or reorder, but I'll give the busyness a chance to correct the current orderPlease do not further waste my time

Initial Business Response /* (1000, 7, 2015/01/28) */
Dear Mr***,
We sincerely apologize that your glasses arrived to you damaged while in the care of UPSWe're happy to remake them as a courtesy, however, as previously communicated we first need the glasses to be returned to us
Please return the glasses at your earliest convenience
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 9, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still think that a business such as Zenni should provide, at their expense, a pre-paid envelope to send damaged goods back in
Final Consumer Response /* (4200, 15, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite my, the consumer's, paying extra to have the glasses that were eventually damaged shipped to me originally, Zenni still refuses to send a pre-paid shipping envelope for me to send their damaged goods back to them, the thing that I have continually asked for
Final Business Response /* (4000, 19, 2015/03/10) */
Dear Mr***,
As previously stated, we're happy to remake your glasses as a courtesy and refund your shipping costsPlease include a receipt along with the damaged glassesIf you have any additional questions, or concerns please give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Dear ***,So sorry
to hear about your negative experience with one of our Zenni representativesI've reviewed your order and found that we remade our order at no charge, which was delivered on March 14, We hope that we were able to help address your concernsIf you have any further questions or need any further assistance, please do not hesitate to call us at (*** ***Thanks for reaching out.***, Zenni Social Team

Garbage experience with Zenni OpticalI ordered my glasses and they came in with the wrong prescription(cost $47) I contacted customer service and they would only give me store credit (per policy) but I had to pay for shipping to send them back,(per policy they only take USPS so $10)During my reorder I had to pay more money because I switched my frames and that something (per policy) was "difficult" about creating my prescription(additional $to the $47of the original order and the $to ship back there first mistake so I am now in for a total of $81) I then double and triple checked my prescription to make sure the order was correctOVER A MONTH LATER FROM MY ORIGINAL ORDER I get my new glasses with THE WRONG PRESCRIPTION! called customer service and they said PER POLICY that they can only offer me the $back in store credit because the previous amount was in store creditI told them that both of these were there mistakesthey said it was policyI told them that obviously they needed the money more then meI am not going to pay them more money for another gambleThis was there mistake and they did not care one bitCustomer service didn't help and they have no concern to make there mistakes right because they have a policy about itI might as well make a company that never delivers on what is offered and make a policy to never pay them backif they insist on a exchange make them pay more money and never deliverThat seems to be Zenni Optical's business planNever deal with Zenni Optical they are a scamThey might of been good a few years ago but now its just a racket

I have ordered from Zenni times, twice using standard shipping and twice priority shippingBoth times I received my orders that were shipped standard quicker than the ones I paid a few extra bucks to be shipped priority, it doesn't cost much more for priority shipping but I suggest keeping your few extra bucks and ship standard

Company advertise low priced prescription glassesWhat they don't say is the bad quality of such glassesTheir warranty is only for daysAfter that it is all you and they want you to pay full price again and their shippingAt the end you will pay more than getting them from any other storeCustomer service is really bad as pretty much anything with this company

Tried to reach customer service during working hours without any luckI was not able to chat or reach them over the phoneI'm tired of wasting my timeI'm going to do business else where and suggest you do the sameIf you need any form of customer service from this company good luck !

Initial Business Response /* (1000, 5, 2015/12/03) */
Hi ***,
We're sorry to hear that you were having trouble with your glassesWe've received your order, and will be providing a 50% refund back to your credit card as you agreed to via online chat on 11/
Thank you!
***, Zenni
Social Team

Initial Business Response /* (1000, 5, 2014/03/12) */
Dear Mr***,
We can confirm that you were refunded $for your glasses on 03/04/with transaction number: XXXXXXXXXXXX
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2015/07/27) */
Dear Ms***
We've very sorry to hear that you're now unhappy with your glassesUnfortunately, we're unable to offer a gift card or full-refund as your glasses are several months out of warrantyWe have a 30-day warranty/return
policy, which was agreed to at the time you placed your orderIf you'd like to discuss this further, please feel free to give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni Optical need to face honestly the serious quality issues of eye glasses they are selling
I have spent $to buy the eye glasses, but after only months the surface of the left temple of the frame peeled off completely, and further inspection revealed that two nose pad arms were not welded to the frame in a way that both are level with each other and the unbalance of the nose pad arms is why I felt dizzy sometime when I was wearing the glasses
If Zenni Optical had declared honestly these serious quality issues their products have, I would have never bought these glasses
It is Zenni's full responsibility to ensure fair quality of their productsZenni took away my money unscrupulously by hiding these serious quality issues
I demand a full refund of $
Final Business Response /* (4000, 9, 2015/08/20) */
Dear Ms**,
As previously stated, your glasses now exceed our 30-day warranty period (purchased 09/14/15)If you'd like to discuss this further, please feel free give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 11, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni Optical need to face their serious product issues honestly and take care their issues responsibly, otherwise Zenni will completely lose trust from customers
I demand full refund ASAP