Zenni Optical

Initial Business Response /* (1000, 5, 2015/05/18) */
Dear Ms. [redacted],
We're sorry to hear that you're having trouble with the glasses you received. We have a 30-day warranty/return policy, which at the time you contacted us had expired. We're willing to make an exception and remake...

your glasses if they're found to be manufactured incorrectly. Please give us a call (XXX) XXX-XXXX so we can give you the necessary return information.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/06/06) */
Dear Ms. [redacted],
The two inspections performed on your glasses confirmed they were manufactured correctly to the prescription you provided at the time the order was placed. As per the 'terms of use' on our website, we can offer to...

return the glasses to you, a 50% refund or 100% store credit. Please give us a call (XXX) XXX-XXXX with how you'd like to proceed.
Thank you,
**
Zenni Optical
Consumer Response /* (-5, 10, 2014/07/04) */
Not sure what it means, "case closed. Assume resolved" means. There has been no resolve. Zenni optical has my money and the eyewear.
Business Response /* (4000, 13, 2014/07/17) */
Dear Ms. [redacted],
After two inspections of your glasses we've concluded that your glasses were manufactured correctly. As per our policy (as stated in our Terms of Use), we'd be happy to return the glasses to you, offer a 50% refund or 100% store credit. Please let us know how you'd like to proceed (XXX) XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2014/04/25) */
Dear Mr. [redacted],
At the time your order was placed you had the choice of two options; to have your order immediately processed or placed on a 24-hr hold.
You selected 'immediate' processing and as a result your glasses went...

immediately into production and no changes could be made to your order.
Please give us a call (XXX) XXX-XXXX if you'd like a 50% refund or 100% store credit as your glasses were 'returned to sender' via USPS.
Thank you,
**
Zenni Optical
Initial Consumer Rebuttal /* (3000, 10, 2014/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not remember clicking "Immediate" on the order.
Zenni got the order wrong. I emailed and called as soon as I got the order confirmation and noticed the mistake.
There was no response to my email and I was disconnected sevearl times before I reached a customer service rep. Zenni refused to change the order and refused to cancel the order, giving me the options to:
- accept an incorrect order
- accept a store credit, or
- accept a 50% refund
All options are unacceptable.
- no customer should accept an incorrect order
- given Zenni's performance, I would not do business with them again, so a store refund is worthless
- I received nothing (except aggravation) from Zenni, so only a 100% refund would be acceptable
My credit card compny agrees with this and has refunded the Zenni charge.
But I still want to stay on record as a thoroughly unsatisfied Zenni customer.
Final Business Response /* (4000, 12, 2014/05/09) */
Dear Mr. [redacted],
We sincerely apologize for your dissatisfaction with our company. As per our return policy, you have the option of having the glasses returned to you, a 50% refund or 100% store credit. Please let us know how you'd like to proceed at your earliest convenience.
(XXX) XXX-XXXX
Thank you,
**
Zenni Optical

Initial Business Response /* (1000, 5, 2015/04/24) */
Dear Mr. [redacted],
We're very sorry to hear that you had trouble with the glasses you received. As communicated via email, your glasses have been inspected thoroughly twice and found to be manufactured correctly to the prescription...

you provided.
We'd be happy to offer you a 50% refund, 100% store credit, or return the pair to you. Please give us a call and let us know how you'd like to proceed, (XXX) XXX-XXXX.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business verified that the prescription I sent them, was the one they received. They have stated that they have tested the glasses in their own labs, the same labs that make the glasses, that the glasses are made correctly.
However, a third party optometrist disagrees with them. The glasses had to be rotated for my eyes to see clearly through one lens, and then rotated back for me to see clearly out of the other lens. This experience agrees with what the optometrist found, which is that the Axial is not correct.
The exact same prescription resulted in perfect glasses from a second glasses store.
Given that the glasses were not manufactured correctly, (unless tested by the lab that manufactured them incorrectly), I would like a full refund for the glasses, not store credit, not a 50% refund and not to have the glasses returned to me. What need do I have of more glasses that are not correct, half of my money back for glasses that were made wrong, or to have the defective glasses back.
I now have glasses that work. They were not made by Zenni Optical.
Final Business Response /* (4000, 9, 2015/05/18) */
Dear Mr. [redacted],
Unfortunately, your glasses were found on two separate occasions to be manufactured correctly. We'd be happy to return the glasses to you, 50% refund or 100% store credit. If you'd like to discuss your order further, please feel free to give us a call (XXX) XXX-XXXX.
Below you'll find a link to our return policy for your convenience.
[redacted]
Final Consumer Response /* (4200, 11, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had both pairs of Zenni glasses tested by my optometrist, not a rival glasses manufacturer. The optometrist found that the Zenni glasses do not match the prescription submitted. They reported that both Zenni glasses had the same errors.
If the glasses where manufactured correctly, why did the Zenni lenses need to be rotated to provide clear vision for me? Why did the optometrist report that the Zenni glasses did not have the correct prescription? Why did glasses made to the same prescription by another source work correctly?
If the Zenni lab did not manufacture the Zenni glasses correctly because their machines are out of calibration, the same Zenni lab would report the Zenni glasses as correct, no matter how many times they were tested. Once the Zenni machines are calibrated correctly, Zenni would find what I and the optometrist already know. The Zenni glasses are not manufactured correctly.
This is like asking a Zenni fox to tell you how your hen house is doing. An optometrist and I already know that some chickens are missing, but the Zenni fox is telling us that everything is fine.
I continue to desire my money refunded in full.

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 glasses. I can't recommend enough. I think people expect superior quality but for the price, you can't really expect that or complain.

Initial Business Response /* (1000, 5, 2014/10/20) */
Dear Mr. [redacted],
We apologize that you were unhappy with the glasses you received. It's our understanding you'll be returning your glasses to be remade. Please let us know if you have any other questions or concerns, (XXX)...

XXX-XXXX.
Thank you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/01/28) */
Dear Ms. [redacted],
Per your request and as an exception to our company policy, we've refunded $90.85 with TR#XXXXXXXXXXXX.
Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX.
Thank you,
Zenni...

Optical

Initial Business Response /* (1000, 5, 2014/03/18) */
Dear Mr. [redacted],
On 03/06/2014 you were refunded your shipping costs to the amount of $7.45 with TR# [redacted].
Thank you,
AM
Zenni Optical
Initial Consumer Rebuttal /* (3000, 7, 2014/03/19) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I cannot accept this because, according to Revdex.com, that would indicate "complete satisfaction", and I am only partially satisfied.
The text of the last email I got from Zenni starts with "We have made an exception for you". This basically does not change the root problem, which is that Zenni does not take responsibility for their own defective merchandise. This should not be an exception, it should be the rule.
Final Business Response /* (4000, 9, 2014/04/07) */
Dear Mr. [redacted],
You were issued a refund of $59.35 on 03/06/2014 as requested; which included both your original shipping of $4.95 and $2.50 in return shipping costs.
If you have any further questions please see our 'terms of use' on our website.
Thank you,
Zenni Optical
Final Consumer Response /* (4200, 11, 2014/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My comment of 19 October stands. They are still not taking responsibility for their defective merchandise.

Initial Business Response /* (1000, 5, 2015/12/28) */
Dear [redacted],
So sorry to hear about your experience. It's our understanding that your new order was delivered on or around 12/24. Please feel free to contact us at (XXX) XXX-XXXX if you have any other questions or concerns.
Thanks...

for reaching out.
[redacted], Zenni Social Team
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm sorry this took me a while. It looks like the glasses were delivered on December 24th but I was on vacation.
I don't want to sound like an ungrateful curmudgeon. I'm happy my defective glasses were finally replaced.
They were still not going to resolve the issue after days of multiple back and forth with customer service explaining the issue until I said, "Okay but I want to give you a heads up I have left a review with the following review sites, and contacted the Revdex.com so you may hear from them". Within 30 minutes I had a new pair of glasses ordered and being shipped to my house. Hmmmm....thank you?
They have a great product when it is make correctly. I shouldn't have to leave a sarcastic review that sounds like a broken record in hopes of making common sense and common business practices - more common. And I shouldn't have to contact the Revdex.com. But thank you, I appreciate your (Revdex.com) help in mediating this issue.
To give a proper compliment sandwich, I'm happy I got the glasses fixed. They are really cute and I can see in them now. #Winning. That is all I wanted. I hope this serves as motivation for them to update their policies and train their customer service agents to be consistently stellar.
Thank you for my fixed glasses. And thank you Revdex.com for being consistent in following up on the issue. :)

I have been buying prescription glasses for a long time and most of them got cracks after 6 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 30 days and suggested me to order new glasses. They 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 company. They don't care about clients and their only selling point is low price but you will have to buy a new pair every 3 months and yet another crappy company from CA!

Initial Business Response /* (1000, 5, 2014/06/17) */
Dear Mr. [redacted],
You were issued a full-refund of $98.70 on 06/16/2014 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.)
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.

I cannot believe what is happening right now on your customer service chat. USPS delivered my glasses, which I have been waiting days for while wearing my broken ones, to your office in Novato CA today at 10:30 am. Your customer service rep "[redacted]" 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 pair. They sat 2 hours from me in [redacted] for two days, and 2 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 2 days to find it and then ship it to me again which will take 2-3 more days? What? You're about to lose a customer here.

You get what you pay for, they are inexpensive for a reason... If you are looking for cheap sunglasses then it's a good bet, but not if you are looking for quality prescription glasses.Their products are by far the worst quality I have ever seen. They do attempt to help with sizing. I took them to my normal eye doctor to attempt to have them fitted and they optometrist assistant stated that the lenses were not even drilled even and that the frame was so flimsy she couldn't really adjust them very much for fear of breaking them completely. The most expensive anti-glare, smudge, and scratch was ridiculous. The glare was bad and they smudged awfully. Their return policy is a joke. You have to pay and insure the product yourself and then can cannot get a 100% refund you can get a store credit minus their shipped costs but only once. I tried to speak to managers and they couldn't help me either. One positive is that their customer service was polite. I spoke with several managers and none of them could authorize more of a refund.

Ordered glasses with frame [redacted] - quality of frame is extremely low, quality of work is poor.
I regretted that I had any business with this company.

Initial Business Response /* (1000, 5, 2016/01/27) */
Dear [redacted],
So sorry to hear about your experience. We're reviewed your order and found that the prescription entered does not match the prescription that your doctor issued. We'd be happy to make an exception and accept the return of...

your order for an inspection. If 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.
[redacted], Zenni Social Team
Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear Mr. [redacted],
We sincerely apologize that your order was never received. Unfortunately, because your tracking number with USPS states it was successfully delivered on 08/16 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 Master. Then, 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 /* (1000, 5, 2015/04/14) */
Dear Ms. [redacted],
We apologize that the glasses you received didn't fit well. It's our understanding that you've been refunded in full for the glasses in question.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /*...

(3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes. But only after 3 weeks of fighting with you guys to get my money back. PayPal had to step up on my behalf to get you guys to do the right thing.
And look at the dates on this complaint? It took you two weeks to answer! Completely unacceptable. You will NEVER have my business again and I will do my best to insure none of my friends/family make the same mistake I did by ordering from your company.
Your company did NOT do the right thing. You were FORCED to issue the refund via PayPal. You didn't choose to do the right thing so in my eyes, you are still reprehensible.
Good Day.
Final Business Response /* (4000, 11, 2015/05/06) */
PayPal refunded the customer in full back to their method of payment. We respectfully ask that this claim be closed.

Initial Business Response /* (1000, 7, 2014/10/24) */
Dear Ms. [redacted],
After reviewing your order and returned glasses, we'd like to extend to you as a courtesy a remake of your glasses; the remake would be an exact remake of your original order. Please give us a call (XXX) XXX-XXXX to...

confirm that you accept this offer.
Thank you,
Zenni Optical
Initial Consumer Rebuttal /* (2000, 9, 2014/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is exceptable. Very disappointed with Zenni Optical that I had to use the Revdex.com to get this far, but am thankful that the Revdex.com is helping to resolve this matter. Zenni Optical needs to have a better customer service.

Initial Business Response /* (1000, 5, 2015/03/26) */
Dear Ms. [redacted],
It's our understanding that you've now received both pairs of glasses; one repaired and one newly remade from our lab.
Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX.
Thank...

you,
Zenni Optical

Initial Business Response /* (1000, 5, 2015/11/30) */
Hi [redacted],
We're so sorry for the inconvenience we may have caused. It's our understanding that a full refund of 72.80 has been issued back to your credit card ending in [redacted]. If you have any other questions or concerns, please feel...

free to call us at (XXX) XXX-XXXX.
Thank you!
[redacted], Zenni Social Team
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund issued as requested.