Zenni Optical

Initial Business Response /* (1000, 5, 2015/02/09) */
Hello Ms***,
We sincerely apologize that you're unhappy with the glasses you receivedAfter reviewing your order, we've confirmed that you selected 'hydrophobic' as a lens optionIf you feel that this feature was not added to
your lenses, then we require that they be returned for inspection to confirm so we may accommodate any requests you may have
Please also see our return policy, which was agreed upon at the time you placed your order
http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#f...⇄ /> Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/06/17) */
Dear Ms***,
You were issued a 100% refund (not including shipping) of $back to your method of payment on 06/12/with transaction #XXXXXXXXXXXX
Thank you,
**
Zenni Optical
Initial Consumer Rebuttal /*
(2000, 7, 2014/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company issued full refund, less shipping costCompany did not follow through with request to be contacted by a supervisor, prior to my submission of a complaint with Revdex.comLack of company follow through to resolve issue led to opening of case with Revdex.com

Initial Business Response /* (1000, 5, 2015/05/20) */
Dear Mr***,
We're sorry that your glasses took longer to arrived than you were expectingOrders placed with standard shipping such as yours, are delivered in 7-business daysWe confirmed via your tracking number that your
glasses were successfully delivered 05/06/2015; USPS states specifically 'handed to individual'
If you have anything further you'd like to discuss with regards to your glasses, please feel free to give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/01/15) */
Dear Mr***,
It's our understanding you've been working with our customer service regarding your order and have since returned your glasses to us for 100% store credit
If you have any further questions or concerns, please
give us a call (XXX) XXX-XXXX
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned two of the three glasses at my own costI am still asking Zenni for the following resolution: That they issue me the identical two sets of glasses with the lense index and ship them for freeI will pay the additional cost (x $10) for the higher lense index
Final Business Response /* (4000, 16, 2015/03/03) */
The customer has already placed a new order with the 100% store credit they received
Final Consumer Response /* (4200, 18, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is pretty frustratingHow can this be a 100% refund? Is $the same as $130.52? Certainly notIf it was 100% refund, I would be able to purchase again the same two pairs of glasses
This is just too frustratingI give up now and cut my lossesZenni glasses are ok if things work outBut if there are quality issues, customer service is pretty poor

I am an extremely satisfied customer of Zenni optical. I have always received prompt courteous responses to questions as well as speedy service/ delivery. I will continue to recommend them to anyone that wears glasses as well as always order from them!
Thanks

Initial Business Response /* (1000, 5, 2014/06/30) */
Dear Ms. [redacted],
Your glasses are covered under a 30-day warranty. We'd be happy to send you a replacement frame to repair your broken glasses. Please give our customer service a call (XXX) XXX-XXXX so we can arrange this for...

you.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent them out so they should be receiving them shortly, I do not want another pair because they came broken and so did many other customers on their website for the same pair I read all their comments. I want a FULL refund or a FULL store credit or I will proceed with my bank reimbursement.
Final Business Response /* (4000, 9, 2014/07/15) */
Dear Ms. [redacted],
Your glasses are still under their 30-day warranty. If you received your glasses broken, please return them for inspection (with the existing ra# issued) and a replacement pair will be made and sent out to you immediately. If you have any further questions or concerns, please give our customer service a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Ms. [redacted],
We're sorry to hear that you're having trouble with the glasses you received. We have a generous 30-day warranty/return policy. If you haven't done so already, please give us a call (XXX) XXX-XXXX to discuss return...

options. We're happy to work with you towards a resolution.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 6, 2014/11/12) */
Dear Ms. [redacted],
We sincerely apologize that you were unable to use the glasses you received. We've confirmed via your tracking number that your glasses were delivered 03/07/14 and you initially made contact with our company on...

04/09/14, which is outside of our 30-day warranty policy. Please feel free to review our company policies, which are available on our website and were also agreed upon at the time you placed your order. If there's anything you'd like to discuss further, please give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 8, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see I was outside the 30 day warranty period. Nevertheless as Zenni guaranteed satisfaction, I am very displeased. This is the same answer I received when I called. If I call now, the customer rep, who was most rude will say the same thing as this letter. The materials used to make the glasses was defective. They are unusable by anyone. I would appreciate a refund of my money. Obviously if this cannot be resolved, I woukd never speak positively about Zenni Optical and will file a negatively complaint with the Revdex.com.
Final Business Response /* (4000, 10, 2014/11/18) */
Dear Ms. [redacted],
Had your initial contact been within our 30-day warranty/return policy we would've been happy to have your glasses returned and inspected. Unfortunately, it's now seven months past warranty and we cannot authorize the return of your glasses.
Our sincerest apologies,
Zenni Optical
Final Consumer Response /* (4200, 12, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They cheated me of the money and sent defective lenses. Their apology is empty.

EXCELLENT QUALITY, COOL DESIGNS, GREAT GLASSES!

I'll just start out with that so there's no confusion.

Yes, it's true, for $30 you can get a beautiful pair of prescription glasses or sunglasses--well made, including anti-reflective coating. For $50 you can get them with transitions-type lenses that darken in the sun (and get totally clear indoors). They even have glasses starting at $10, simple classic shapes, like round or oval wireframe.

And lenses are always included in the price! Anti-reflective coating that places like [redacted] charge $100 for? Here it's $5--because that's how much it costs.

Now--you're probably thinking, "If this is possible, then why does[redacted] charge $400? One word: [redacted]. [redacted] owns [redacted] and most major brands you've heard of, [redacted].. and on and on. They also own the outlets ([redacted], [redacted]) they control the pricing.

So, the question isn't why are Zenni glasses so affordable--the question is--why are [redacted] brands so overpriced? That's an easy answer: profit.

Look--I understand boutique frames being expensive. They're hand-made, in limited quantities, so they're like expensive fashion--makes sense.

But--you can get fashion-forward, limited-edition frames from See ([redacted]--they only sell through their stores). They're a boutique that makes their own frames and has beautiful, super-fashionable designs that cost between $200 and $300. That's fair and I highly recommend See.

[redacted] sells mostly preppy frames and lenses online starting at $100. I have yet to purchase a pair, because I found their frame selection too limited, but again, good glasses don't have to cost a fortune.

So--for everyday glasses, and variety, I go to Zenni.

I own SIX PAIRS of Zenni glasses, and they're not only good, I constantly get compliments from people who think I bought them in Europe, or some super-fancy eyeglass store. These are frames that look like they're made of wood, frames with interesting details, bridges, materials and finishes.

I don't understand the people who've complained about "cheaply made" since none of the six pairs I've received are. Mine are consistently well-made. I have six pairs because not because they've worn out (none of them have!). I have six-pairs because I have to wear glasses every single day, and at these prices I can afford to have six pairs for less than the price of one pair of [redacted] frames!

Zenni has thousands of frames--ranging from prosaic to very unique, high-end, high-design glasses, including some wonderful retro shapes, excellent tortoise patterned acetate (the plastic material even most high-end frames are made from). Some have spring hinges and other features found on expensive frames.

Let's talk about the lenses--which, in my experience, are always perfectly made. You know how when you put on new glasses you sometimes have to take some time to adjust to them? I've never had that issue with Zenni. I put them on, everything looks right, done.

TIP #1: Take a selfie of yourself--straight on. Upload it to Zenni, and it will "try on" frames right on your picture. The system works very well, and I find that when the glasses arrive--they look on my face just the way they looked on the preview! NOTE: It's vital that you know your pupillary distance (see below) so that the size of the frames is accurate in these previews, but that's easy.

TIP: What you need to order: 1) Your prescription AND your pupillary distance (PD). The PD isn't usually written on your prescription, but it's always measured, so all you have to do is ask for it and they'll give it to you (they say you can measure it yourself, and you probably can--but your doctor will have it, you just have to ask).

Then go online, enter the prescription numbers (carefully--double check them, people, I think that may have been the problem with people who had problems here). Order. It takes about 2 weeks to get the glasses which arrive in the mail in hard plastic cases you can use every day, and cleaning cloths.

Most glasses are also available with perfectly custom-shaped clip-on sunglasses that don't look like old-fashion cheap clip-ons, because they're made for each specific pair style, so they look like part of the glasses. These cost a big $4 each, so you can even buy a couple in case you lose one. Or you can get permanently tinted sunglasses. Imagine--sunglasses you're not afraid to lose because they didn't cost that much.

Look--it's your choice. You can continue to throw away hundreds of dollars at [redacted] (and if you want "designer names" then yes, you need to go there). Or you can choose chic, stylish, fashionable, sturdy, chunky, rimless, retro, modern eyeglasses at Zenni for literally 1/10th the cost. It's your choice. Now--guess what the smart choice is?

Initial Business Response /* (1000, 9, 2015/04/20) */
Dear Ms. [redacted],
We're very sorry to hear that your glasses didn't work out. Upon completing two very thorough inspections of your glasses, it was determined that they were manufactured correctly.
You've since been refunded $53.95...

(TR#XXXXXXXXXXXX) with our sincerest apologies.
Thank you,
Zenni Optical
Final Business Response /* (4000, 16, 2015/05/08) */
Dear Ms. [redacted],
We apologize that you weren't able to use your glasses. Per your discussion with a member of our customer service on 03/25/2015, we honored the agreement of a 50% refund back to your method of payment.
If there's anything you'd like to discuss further, please feel free to give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 9, 2014/09/22) */
Dear Mr. [redacted],
We apologize that our company return policy was unclear to you. We've since received your returned glasses and will be refunding 50% back to your PayPal account, due to your order being paid for by store credit. If you...

have any further questions, feel free to give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (4200, 14, 2014/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the company return policy is that a refund can only be received if the item was returned within thirty days. I made several requests via email for an extension of the thirty day policy and never received a clear and concise YES or NO, which appears to be an issue with this company.
I felt I had no choice but to return them within thirty days for fear that if I did not, they would ignore all my previous correspondence and deny me ANY relief. I still made it clear that my return was being made only due to that portion of the wording of their return policy, which is the only clear and concise part of it. I also added that I was still requesting the 100% credit I feel is available to me. I included a note I inserted in the glasses that were returned and subsequent emails that I was requesting the 100% credit and requested that they delay any relief until this matter was decided through the Revdex.com and, as usual, they ignored that. I have sent you their previous email where they totally disregarded this.
I also wish it to be noted that I also requested that this matter be reviewed by a supervisor which appears to have been also ignored. I saved copies of all emails, the pertinent ones I will attach to the email I received today and will forward.
My position has not changed. I do not accept the 50% refund as a remedy. They are mistaken if they thought that was my acceptance because I made it CRYSTAL CLEAR by all correspondence that I was making the return at that time ONLY so that would not screw me out of any refund, after they completely disregarded any requests I made for an extension. My original request was for the 100% credit. Per your previous request for some compromise, I asked for a 75% refund, not 50%.. I will stand by that compromise as fair at this time but also feel this company needs to clearly word their return policy for the future. That is my response.

Initial Business Response /* (1000, 5, 2014/04/21) */
Dear Mr. [redacted],
We sincerely apologize that your glasses have broken. Unfortunately, as stated on our website we have a 30-day warranty/return policy and your glasses no longer qualify.
You do have the option of ordering a...

replacement frame online for an automatic 50% discount and we currently show that your #XXXXXX is available.
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2014/07/18) */
Dear Mr. [redacted],
Unfortunately, the prescription you entered at the time of order was incorrect and as a result (per our Terms of Use) you were issued a partial store credit to reorder. We apologize, but no further exceptions can be...

made on your behalf.
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.)
I did not enter my prescription... it is SAVED as part of my account. It automatically fills in the info. I didnt seem to have any trouble the other times I ordered... This company has ripped me off. All I want are the glasses I ordered. Its appalling that they have continued to hide behind customer service reps that hang up on me. I have called 5 time trying to speak to a manager no one EVER calls back. CLEARLY they have made a decision to ignore the mistakes they make. If it was just a simple mistake why has it taken an act of congress to get them to respond? PLEASE DO NOT USE ZENNI FOR ANYTHING Cowards and scam artists...
Final Business Response /* (4000, 9, 2014/08/12) */
Dear Mr. [redacted],
We're very sorry that your prescription information was incorrect at the time you placed your order. In the future, please feel free to double-check your order and give us a call (XXX) XXX-XXXX within the first 24hrs should anything need to be changed.
You've already been issued store credit to reorder with the correct prescription, which is now available for use.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 9, 2015/10/21) */
Dear Mr. [redacted],
We apologize for any confusion you experienced while placing your order. You've since been issued 100% store credit to reorder the correct lens type. If you'd like assistance while doing this, please feel free to give...

us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 12, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After initial problems, Zenni provided the glasses that I wanted. I do not understand the problem Zenni was having filling my order correctly, but after I finally got their attention, they were very helpful.
I will be ordering from Zenni again, but probably won't try to order photo-chromatic lenses the next time.

Initial Business Response /* (1000, 5, 2014/03/17) */
Dear Ms. [redacted],
We apologize that you've had a negative experience with our products and services.
You were refunded 50% (in the amount of $23.63; including return shipping for the defective pair) for the glasses that were found to...

be manufactured correctly per our return policy.
If you believe your reordered pair is also defective you may call ([redacted] with your order number to return them for again for inspection or a 100% store credit to pick a different frame that may suit you better.
Please call by 03/18/2014 as your glasses have a 30-day warranty.
Thank you,
**
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already contacted customer service in regards to the defective pair and they said they would not help me that I should watch YouTube videos and try to pop the lens back in the frame. (This was seriously what I was told by a Zenni Optical representative multiple times when explaining the issue, reminding them of their policy, and explaining the defect). In addition, this is the second time they sent me this pair (second pair was a replacement for the faulty first pair) and the lens falls out of the frame each time. I don't think their response with their return policy is acceptable given that I recited this to their people who denied help to me. I have a pair of defective, piecemeal glasses. I want my money back.
Final Business Response /* (4000, 9, 2014/04/07) */
Dear Ms. [redacted],
As of today 04/07/2014 we have yet to receive your glasses returned to us for inspection and we regret to inform you that at this time your glasses are now outside of our 30-warranty.
Please let us know if you have any further questions or concerns.
([redacted]
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 11, 2014/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After contacting the company directly, I was told not to send the glasses back and to take them to an optical store myself. Zenni requires an RM number to send the glasses back, which I never received. It would be impossible for them to track any pair of glasses I send back without that information according to their policy. Now they want to say that it is beyond the warranty. I'm tired of their games. They have not made any attempt to address the issue through this Revdex.com complaint whatsoever.

Initial Business Response /* (1000, 5, 2014/09/04) */
Dear Mr. [redacted],
We sincerely apologize that your glasses have broken. Unfortunately, we have a 30-day warranty/return policy and at the time you made contact with our company it was outside of that time frame. Please let us know if...

you have any further questions or concerns, (XXX) XXX-XXXX. If you're unable to reach us by phone due to an unusually high call volume, please feel free to email us at: [redacted]@zennioptical.com.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the email receipt received from zenni optical, it clearly states "satisfaction guaranteed". Please refer to additional follow-up email for copy of zenni invoice, guaranteeing satisfaction. The breaking of the glasses is due to quality and/or workmanship deficiencies, not abuse or misuse. If replacement with an equal or better product is not a available, then I would like a full refund. In addition, Zenni optical's website's selection of product has become very poor (with many items out of stock & not replaced). It appears product & service are not priorities for the zenni company
Final Business Response /* (4000, 9, 2014/09/22) */
Dear Mr. [redacted],
We sincerely apologize that your glasses have broken. Unfortunately, as stated on our website we have a return/warranty period of 30-days from the receipt of your glasses. If you have any further questions, please give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/08/28) */
Dear Ms. [redacted],
We sincerely apologize that there was a mix-up with your order. We've since refunded your order total in full back to your credit card. Please let us know you have any further questions or concerns, (XXX)...

XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have refunded my full order price. But they still owe me a refund for what I paid to ship the incorrect glasses back to them. I should not have to foot the bill on their mistake, especially because I did what they requested of me in an extremely timely manor..
Final Business Response /* (4000, 11, 2014/09/22) */
Dear Ms. [redacted],
We've received correspondence from you regarding an order you had placed with us back on 07/10/14. According to our records, you were refunded in full for both your order and return shipping costs. If you have any further questions or concerns, please give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 13, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The money I was refunded for returning the wrong glasses is not the same money as my original order price and shipping. There for it has NOT been refunded. Please refer to the math I have supplied you with several times, or supply me with your math that shows I'm in the wrong, maybe zenni will finally see their error that way. I will continue to use Revdex.com as a facilitator for this communication as attempting to go straight through Zenni's customer service for the first month proved to get me no where.

Initial Business Response /* (1000, 7, 2014/09/04) */
Dear Ms. [redacted],
We apologize for the negative experience with your most recent order. A 100% store credit of $17.90 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 Consumer Rebuttal /* (3000, 9, 2014/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I do accept the 100% store credit of $17.90, once I place the order to replace the glasses I sent in, I would like those glasses rushed to me without having to pay the additional fee. This was stated in my original complaint, but was not acknowledged in the response from zenni optical.
Final Business Response /* (4000, 11, 2014/09/22) */
Dear Ms. [redacted],
In your case, your prescription was entered incorrectly at the time you placed your order. We've since issued a 100% store credit so you may reorder your glasses. If you'd like your glasses sooner than 7-14 business days, you may select the Express shipping method at an additional cost. If you have any questions, please give us a call (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 13, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that yes, I was at fault for entering in the incorrect prescription. But, it did take 2 MONTHS to even receive the store credit. After weeks of being lead to believe that the glasses I had sent back were missing, I finally had no choice but to file a complaint with Revdex.com. Zenni, you are not selling clothing, you're selling prescription glasses, which for those who need them, are a necessity in every day life. It should not have to take months to deem one worthy of a store credit. Furthermore, when a customer sends emails pleading for customer service to respond with a phone call vs email, and they just respond with another vague email, I see that as total negligence by your customer service representatives. Also, what kind of respectable business blames their customer for the length of time it took to get a refund - as that is how I understood your response. I refuse to pay additional fees to receive a product that I would already have had in my possession had Zenni's customer service not been so unorganized and poorly trained. At this point, it's not the need for the glasses, but the principal.

Initial Business Response /* (1000, 5, 2014/11/03) */
Dear Ms. [redacted],
We sincerely apologize that you were unable to use the glasses you received. Unfortunately, because the inspection of your glasses found that they were manufactured correctly we're unable to honor a 100% refund in...

this case. Please see the Terms of Use on our website for any additional information.
http://www.zennioptical.com/terms-of-use
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting a full refund for glasses that I am unable to see out of. I am also requesting a full investigation of this case from the Revdex.com. Again one pair of glasses with the same prescription was manufactures well & I am not able to see out of the other pair of glasses. I will take legal action & report to Consumer Protection if this does not result in a favorable outcome. I have paid for shipping for this item several times & should not be blamed for inadequacies of the company.
Final Business Response /* (4000, 10, 2014/11/12) */
Dear Ms. [redacted],
The exception of a full-refund was pending the inspection results of your returned glasses, which in this case concluded that the glasses were manufactured correctly. Per our policy, as stated online for your convenience, this entitles you to either a 50% refund, store credit or we'd also be happy to send the glasses back to you. Please let us know how you'd like to proceed, (XXX) XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/02/11) */
Dear Mr. [redacted],
Unfortunately, your prescription was entered incorrectly at the time your order was placed. As per our return policy 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 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 pair. At your earliest convenience, please let us know which option you'd like (XXX) XXX-XXXX or by email to [redacted]@zennioptical.com.
Thank you,
**
Zenni Optical
Final Consumer Response /* (4200, 11, 2014/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zenni did not explain to me why they are sending the glasses back to me I did not ask for them back I will therefore refuse to accept the package.
PayPal informed me just a few days ago that PayPal agrees with me against Zenni's behavior but PayPal policy states that they cannot help their customer's who have disputes about custom made items so PayPal told me to have my credit card company to do a chargeback so that PayPal could get my money back to me that way.
My credit card co. reversed the charge and gave me full credit for the disputed item and the credit card co. is now waiting 45 days to see if Zenni can prove that anything I did or said was inaccurate or wrong before finally closing the dispute. Zenni has had 10 days now and so far my credit card co. has not notified me of any argument from Zenni that changes the credit card's view of this dispute in my favor. So I see no evidence that Zenni has not been able to prove anything so far that makes it clear that Zenni is innocent and free from the wrong doings of my accusations against them.
Final Business Response /* (4000, 9, 2014/03/05) */
Dear Mr. [redacted],
Your returned glasses have been mailed back to you as PayPal has found in our favor.
Thank you,
Zenni Optical