Zenni Optical

Initial Business Response /* (1000, 5, 2015/06/19) */
Dear Ms***,
You've been issued a full-refund of the glasses in question as well as credit for shipping on your newly placed order in the form of store credit
If there's anything further you'd like to discuss, please feel
free to give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 10, 2015/03/03) */
Dear Mr***,
We've honored your request for a full-refund, which was issued on 02/If you have any questions or concerns in the interim, please give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial
Consumer Rebuttal /* (2000, 12, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I notified the Revdex.com on 2/I had received a full refund

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear ***,
So sorry to hear about your experienceWe've made an exception to issue the rest of the store credit value as of 12/If you have further concerns or questions, please give us a call at (XXX) XXX-XXXX
Thank
you
Zenni Optical
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They made restitution for the total amount

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Ms***,
We're sorry to hear that you're having trouble with your glasses and that they're now outside of their 30-day warrantyWe've made the exception of sending you a replacement frame to swap your lenses into, which was
sent from our lab on 09/26/
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/07/18) */
Dear Mr***,
Please return your glasses for inspection and at that time one of our supervisors will review your request for a refund
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/07/27)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
No word from Zenni, there is hundreds of complaints, tHey gave me two pairs with the wrong prescription, I have not received my refundThey have the proper prescription, Zenni needs to be shut down
Final Business Response /* (4000, 9, 2014/08/12) */
Hello Mr***,
We sincerely apologize for your negative experience ordering with usWe've issued a 100% refund of $back to your credit card
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/07/22) */
Dear Mr***,
We sincerely apologize that you were unhappy with the glasses you receivedUnfortunately, you contacted us outside of our 30-day return policy as stated in our 'Terms of Use' and we're unable to authorize the return
of your glasses
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there is no way to get a feel for the glasses in weeksafter you place an order it takes to days to receive themso there is no way to ship them back in your daysthe company knows this so this is the catch for ordering from themthe glasses are very poor qualityif this stop one more person from being ripped off its worth itit cant be that hard to put better lenses in these framesi look for people who like this companythey have a lot of unhappy costumersi will do better research next timei just lost $i wish there was a way to stop company's from doing thiswhen its takes so long to the item and you only have a few days to ship it back
Final Business Response /* (4000, 9, 2014/08/12) */
Dear Mr***,
Our 30-day return policy starts the day you receive your glasses, which according to your tracking number was 06/05/Unfortunately, you first contacted us regarding your glasses on 07/10/
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 11, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I try to use your chat line and got no wereafter several a temps I got to talk to a supervisor who said they would wave the day policybecause it was so closesAn the lab would contact me and help get the classes fixedthe lab said I should have read the policy first then ordered from themthe lab never try to helpit was a lie to get me off the phoneask your supervisor what was saidi have bought more classesan the were bad to but a real company fixed them after I told them the classes were not workingi guess your company is just there to cheat people out of there money

Initial Business Response /* (1000, 5, 2014/05/19) */
Dear Ms***,
On 05/15/you were issued a 100% refund of $back to your credit card(TR#XXXXXXXXXXXX)for order #oXXXXXXXX
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2014/08/21) */
Dear Ms***,
As stated on our website:
You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number if you want to return them for any reasonIf 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 or debit card or PayPal account, or for a one-time-use 100% store credit
It's our understanding you've already spoken to one of our supervisors regarding your order
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok, I already know this information but that's not what I asked in my complaintPlease re-read the whole thingThis is what I'm talking about- just generic responses by individuals who are hired just to read off scripted informationI'd like to speak with someone who actually is a decision maker and not some individual at an outsourced office reading what's on a piece of paper handed to them and sound like they're doing you a favor when speaking with you

Initial Business Response /* (1000, 5, 2015/01/05) */
Dear Ms***,
We sincerely apologize that there appears to have been some confusion while placing your orderAs discussed by phone with one of our representatives, upon receiving your returned glasses we're happy to honor a 100%
store credit plus an additional $(cost of original shipping)If you'd like to discuss the details of your return any further, please give us a call (XXX) XXX-XXXX or email us at ***@zennioptical.comIn the meantime, we happily await the return of your glasses
http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#f...⇄ /> Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 7, 2015/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/04/20) */
Dear Ms***,
We sincerely apologize that you never received your glassesWe're happy to confirm that we'll be remaking your order due to the USPS claim number you provided
If you wish to provide a new shipping address to
insure the safe delivery of your glasses, please give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 12, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm happy to accept their response of replacing the order that never arrived

Initial Business Response /* (1000, 5, 2015/01/05) */
Dear Ms***,
We sincerely apologize that you were unable to take advantage of our B2Gpromotion (http://www.zennioptical.com/terms-and-conditions/black-friday-sale-2014)We ask that our customer's review their order before and
after placing to ensure that everything looks correct; should anything need attention, giving us a call within the first 24hrs will ensure that the necessary changes are made
If there's anything further you'd like to discuss, please feel free to email us at ***@zennioptical.com or give us a call (XXX) XXX-XXXX and another customer service supervisor will do their best to assist you
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable and answers none of the complaints I initially registered with Revdex.comThere is no reason to call you: my last attempt was met with ineptitude and outright hostility from a man who claimed to be a supervisorThe fault is yours, you still owe me a pair of glasses and a written apology for your supervisor's dispicable, condescending behavior, not to mention his screaming at me and refusing to let me talkI asked that the company's CEO review the tape of our conversation, which occurred the same day I filed my Revdex.com complaint, but obviously that was not doneClearly, it is Zenni Optical's policy to deny and deflect at all costAny future communication must be in writingI expect my glasses to be mailed to me immediately, with confirmation and tracking number issued via Revdex.com
Final Business Response /* (4000, 9, 2015/01/22) */
Dear Ms***,
Our sincerest apologies that we're unable to extend to you a promotion that ended back on December 4, As per the terms and conditions of that sale, you needed to select three pairs of glasses and by entering the discount code you would've been given the third pair on the order at no costAfter reviewing your order, it's clear this wasn't doneIn the future, please contact us within 24hrs of placing your order so we may correct this type of issue
Below you'll find the T&C for your reference: http://www.zennioptical.com/terms-and-conditions/cyber-monday-sale-
As for your experience speaking with one of our customer service supervisors, we strongly encourage you to email ***@zennioptical.com to ensure that your feedback is viewed by our management
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 11, 2015/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You would not be "extending an offer:" you would be honoring the offer that was in place when I submitted my orderNever in my life have I experienced a company that would go to such great lengths and LIE the way you are, in order to avoid doing the honorable and right thingThe only acceptable solution to your dilemma is to FILL MY ORDER, SHIP ME MY MISSING PAIR OF GLASSES, AND PROVIDE AN APOLOGY IN WRITING FOR THE ATROCIOUS SERVICE YOU HAVE PROVIDED! Until and unless that happens, this claim will remain open and the complaint will remain on file

This company and my last three business trabsactions have been phenomenalWhy anyone would say differently is not the truth

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear ***,
So sorry to hear about your experienceUnfortunately, we are unable to accommodate your request to have the order remade at no costIt's our understanding that this order was placed on January 5th, and shipped on
Jan16thWe didn't receive any indication that this order was not delivered to you until November 3rd, when you contacted us through our online chatSince then we've issued you a store credit for the value of $on Novemeber 5th to reorder with express shipping, as an exceptionAt this time, the only other exception we can offer you is to place the exact order again at 50% offPlease let us know if you'd like this option by giving us a call at (XXX) XXX-XXXX
Thank you
Zenni Optical
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did call in January of to say I did not get the packageBut I partly have to blame myself for not getting the rep's name that I talked toI will accept the terms because I really wanted those frames but I will never order from the company againI work in a call center and we are taught to always get a name and log info incase something happens or that person calls back we have notesThat was not done in this case and because of it I was screwed

Initial Business Response /* (1000, 5, 2015/05/26) */
Dear Mr***,
Per your request, you were issued a 100% refund of $back to your method of payment on 05/21/(TR# XXXXXXXXXXXX)If you have anything further you'd like to discuss, please give us a call (XXX)
XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear Ms***,
Unfortunately, after several failed attempts to come to a resolution regarding your order, we've made the decision to issue a full-refund of your purchase priceIt's with deep regret that we're no longer able to
continue this discussion as you've not been able to do so respectfully; we have zero-tolerance for vulgar, emotionally-abusive speech towards members of our customer service
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You representative refuse to let me speak with a supervisor your company hired representative who does not have respect for customersYou came I am abusive your representative liec and so did one supervisor who stated they where going to send my glasses but never sent anythingNo not happy with the business practices your company provide your reps are rude unwilling to help customers
Final Business Response /* (4000, 9, 2015/09/29) */
Dear Ms***,
Unfortunately, we've decided to exercise our right to no longer continue communications regarding this order; we no longer wish to subject members of our customer service to verbal abuse and profanityYou've been issued a full-refund of $(TR# TR#XXXXXXXXXXXX)
Thank you,
Zenni Optical

I ordered my prescriptiuon glasses with easeI sent my prescription to them using emailCommunication about my order was greatI received my glasses quicklyI am very pleased with my glassesThey fit well, and the prescription is perfectI will order from them again

Initial Business Response /* (1000, 5, 2014/06/25) */
Dear Ms***,
We sincerely apologize for any allergic reaction you may have experienced with the frame material you chose for your order
Unfortunately, at the time you contacted our company regarding your glasses it was outside of
our 30-day warranty/return policy, which can also be found on our websiteFor this reason, we're unable to authorize the return of your glasses
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/11/19) */
Hi ***-
We're so sorry to hear you were having trouble with your glassesWe've reviewed your order, it's our understanding that you've placed a new order to return the previous order for a 100% refund back to your credit card
If you have further concerns, please give us a call at (XXX)XXX-XXXX
Thank you!
Zenni Optical

Initial Business Response /* (1000, 5, 2014/08/28) */
Dear Mr***,
As stated in our terms of use and policy: you must select three pairs of glasses, apply the promotional code and you're then given credit for the third pair
We apologize if you experienced confusion during our
B2GpromotionIn the future, please feel free to give us a call (XXX) XXX-XXXX and we'd be happy to clarify the terms of our future promotions
Thank you,
Zenni Optical

Initial Business Response /* (1000, 6, 2014/08/28) */
Dear Ms***,
We sincerely apologize for any dissatisfaction you've experienced while ordering with usWe've since issued a 100% store credit for the amount of $45.90, which is now available to reorderPlease let us know if you
have any further questions or concerns, (XXX) XXX-XXXX
Thank you,
Zenni Optical