Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/27/25, I ordered replacement glasses from Zenni Optical after receiving a defective first pair. The second pair arrived with a visible chip in the lensnot a polishing issue as they later claimed. It was the first thing I noticed upon unboxing. I immediately contacted Zenni and included photos and a video. Despite their attempt to downplay the damage as matte polishing, this is a physical defect.I paid a total of $183.62, which included $19.00 for express shipping. They are now offering a refund that only covers the base shipping cost of $4.95 and are refusing to refund the full express amount. I also made it clear I wanted a full refund back to my original payment, not store credit, and they continue to push for store credit.Zenni's handling of this situation has shown poor quality control and evasive customer service. I am extremely dissatisfied and want this resolved properly.

  

  Business Response

  Date: 04/14/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a return label has been sent to you, and we will make the exception to offer a full refund including the shipping fee for you. Refunds are applied to the original payment method used to place the order within 10 business days after the return is received and processed. We will email you with a confirmation once the refund has been issued. If there is anything else we can assist you with, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to help.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23166946
  
  I am rejecting this response because:

  Zennis response does not resolve the core issue. I did not request an exception or special handlingI am requesting what is ethically and legally reasonable: a full monetary refund, including the $57.14 in store credit that was issued in place of an earlier refund.

   

  I have made it clear that I will not be doing business with Zenni again. Holding this store credit hostage when I have no intention of using it is unacceptable. If Zenni is able to make an exception for part of the refund, they are more than capable of refunding the full amount, including the $57.14.
  

   

  I request that Zenni stop deflecting with generalized corporate language and issue a complete refund to my original payment method. Anything less is not a resolution.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/21/2025

  Thank you for getting back to us. We have approved for the return for a full refund including shipping. Refunds are applied to the original payment method used to place the order within 10 business days after the return is received and processed. As soon as the refund has been issued for you we will email you a confirmation! 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23166946
  
  I am rejecting this response because:

  Zenni is still refusing to acknowledge or address my central issue. I requested that the store credit amount of $57.14 be refunded to my original payment method, as I have no intention of doing business with them again. Instead of responding directly to this request, Zenni continues to send vague, canned replies about refunding the full amount, without clarifying whether that includes the credit theyre holding and the most recent order refund. 

   

  I have already made it clear that I do not want store credit. I am asking BBB to intervene and help ensure that the full refundincluding the store creditis returned to my payment method, not kept in Zennis system.

   

  Please assist in resolving this matter. Ive been more than patient, and Zennis repeated avoidance of my direct request is unacceptable.
  

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Zenni optical to delete my data and information from their websites and not contact me again. Not only did they not comply, but it appears that they have created an account on my behalf without my consent and continue to send me emails. I received an email today saying that I have a rewards account account. I should not have any account with this company. You can tell from the unattended photo Metadata that my deletion request was sent March 16. The *** assured my that my request for deletion would be sent and I would receive a confirmation of deletion, instead, I received a confirm of having an account that I did not create. That email was sent March 31.

  

  Business Response

  Date: 04/03/2025

  Thank you for your message. Our team has confirmed the deletion of you account as of March 17, 2025. If there is anything else we can assist you with, feel free to reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media. 

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Return system down unable to process return. No response from company for emails, unresponsive call centre, no return label option for customer to print or with the order for ease of return, chat feature disabled.... Second consecutive order without support from Zenni. Non responsiveness and inability to deactivate or delete my accounts is suspicious and unethical. Just buy local and forget trusting this greedy company. $200 gone now and still have to buy my daughter glasses. Just awful!

  

  Business Response

  Date: 04/03/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see an email was sent to you on March 29, 2025 outlining your available return options but we did not receive confirmation of how you would like to proceed. Additionally, our team did confirm we will delete your account information as asked. We did not hear back from you, but if you can respond to the email we sent with the return option you would prefer we would be more than happy to get that set up for you and continue to assist you there. 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of glasses from Zenni, and somehow the order was not received as I think the mail person misplaced it in the wrong mail box . I reached out to Zenni about this issue, and a pair of glasses was remade and shipped to me. I finally received the glasses that were ordered , and after wearing one of the pairs of glasses (******) that was purchased, I noticed that they were too tight from the arms pressing into my temples, which also caused pressure around my ears and gave me a horrible migraine due to eye and muscle strain from the pressure, so much so that I had to visit my local urgent care for pain relief, which involved an injection. I would like to return the glasses even if for a store credit, as the glasses are not suitable for me. Zenni , in return, is refusing to accept the order back, basically stating Im stuck with glasses that I cannot use. Im being told to have them altered, which if that is done and does not work, they will definitely refuse the return. All Im asking for is a refund or store credit.

  

  Business Response

  Date: 04/01/2025

  Thank you for your message. We are so sorry to hear that the glasses were causing you migraines, and were not a good fit. It does look as though our team has issued a store credit for you in the amount of $43.11 on March 30, 2025. This store credit has been applied to your Zenni account and can be used towards a future order. The video below will show you the steps on how to use the store credit. Additionally, we have attached a guide on how to measure the frames to ensure the right fit and comfort for you! If you have any questions on how to choose a pair that will be a good fit, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media and we would be happy to assist you.

   

  ****************************************************************************

  *************************************************************************

• Initial Complaint

  Date:03/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/17/2025 I ordered a pair of glasses and paid for express shipping(7-10) days. My order was then processed and marked as out for delivery 2/26/25. I am now on 24 days of not receiving my delivery. I have contacted **** twice and the shipping company and have been met with no answers as to where my order is. I have even been refunded my shipping as **** recognizes they are delayed but has made not effort to actually deliver my order.

  

  Business Response

  Date: 03/19/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. It does look as though the order was remade for you, and the remake order has shipped out via ***** with tracking number 286561482100. We have provided the tracking link for you below, but if we can assist you with anything else please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to help. 

   

  ********************************************************************************************

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is refusing to offer any customer service and instead is using a selective customer management system that is keeping me in a state of detriment. I just want my money since I have nothing to show for it. Zenni needs to refund my money to the original payment method immediately with no questions asked. Then delete my account and all of my personal information because I refuse to do business with any company using the customer management system.

  

  Business Response

  Date: 03/18/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a refund for the order was issued on March 10, 2025 with the transaction ID *****************. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If we can assist you further with this, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to help. 

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from zenni, my package is lost it's been 3 weeks zenni and ***** both refuse to help each company just keeps telling me to call the other

  

  Business Response

  Date: 03/07/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear if that was not the case this time. It does look as though ***** had let our team know your package was waiting for you at a local ********* for pick up, but we do apologize if you did not receive it. It does look as though our team has refunded the order in full for you, in the amount of $187.60 on March 6, 2025 with transaction ID 0chx7cjj. You should have received an email confirming this refund, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. If there is anything else we can assist you with further, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to help.

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of glasses using a combination of both Reward Points as well as my credit card. The glasses were not working for me properly so I sent them back and got a refund. I spoke to customer service on February 13th, February 22nd, and March 4th. On February 13th we discussed the process of sending the glasses back and getting the refund in which I remember being told that my refund would include the reward points that were used to get a credit, however on March 4th I reached back out and was told that reward points are not refundable. When I asked for a transcript from my February 13th call I was told they would not provide it but can review it on their end. What I remember being told and what they claim was on the transcript are completely opposite of each other. I requested again to see the transcript and was told no, as well as being told no on getting the reward Point Credit refunded. They did try to offer a discount of 10%, then 15%, neither of which are close to the amount I used for the reward Point credits. I would still like to review the transcript to see myself what was discussed.

  

  Business Response

  Date: 03/12/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. Although we are not able to send a transcript of the conversation, we have provided a screen shot here of the chat where rewards were mentioned on 2/12. It was stated that if store credit is selected as a return option that it won't impact your current reward status. While that is the case, any points or promos that were used on an order are for one time use and not reinstated after a return. You can view the full policy on that at the link provided below. We are sorry for any miscommunication, and if you decide you would like to accept the 15% off promotional code offered please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you with getting that code. 

   

  ***************************************************************************

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the company is not worth dealing with any more and therefore will close this ticket. I will no longer conduct buisiness with this company. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pair of glasses and paid an extra $15 for expedited shipping. While Zenni attempted to send the package via ***** two-day shipping; ***** has not actually delivered within four days and I am still waiting on the package. Neither ***** or Zenni has been willing to do anything to resolve the issue.

  

  Business Response

  Date: 03/07/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear if that was not the case this time. We do see a refund was issued for the shipping fee in the amount of $15.00 on February 28, ************************ #********. Additionally, the ***** tracking number 285752537436 does show that the package was delivered to you on March 4, 2025. We have included the tracking link below for your reference. If you have not received the delivery, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

   

  ********************************************************************************************

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a pair of glasses on 1/30/25. The order supposedly shipped on 2/6/25 with the expected delivery date of 2/11/25. I reached out via phone to customer service on the 2/12 because the order never arrived, and tracking had not changed since 2/8. They told me they couldn't help until I was at 14 business days and to try again next week. I reached out via chat on the morning of 2/18 and was told the order wasn't lost, but they needed to talk to the appropriate team. I was told I would get an email within 24 hours with a resolution. No email came. I reached back out today (after 36 hours) and was told it can up to 72 hours for them hear back from the team. I asked for a refund and was told they if the glasses were lost, they would make me a new pair but not give a refund. I stated I do not want a new pair at this point after already waiting over 20 days, I am not waiting another 20 days for a new pair. The person ended the chat with no resolution.

  

  Business Response

  Date: 02/26/2025

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see that a full refund was issued for you on February 20, 2025 with transaction ID ********. Please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. Please feel free to reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with any questions so we can better help you.