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: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.

• Initial Complaint

  Date:02/13/2025

  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.

  I want to return my order and receive a full refund (including shipping costs) because both Zenni and ***** have failed me. My glasses were shipped with ***** overnight on Tuesday with a guaranteed delivery by Wednesday 8pm. However ***** only delivered them by noon on Thursday. As per their delivery guarantee, the shipment is eligible for a refund which I have verified on the phone with them. Unfortunately I cannot get the refund directly, Zenni needs to submit the request (it is a simple and quick form), as you can see it here: ***************************************************************************************** More importantly, Zenni failed me too. The glasses I received are faulty, something is wrong with the left lens. When looking straight it works but when looking to the left the lens is oddly blurry and nauseating. I cannot use the glasses like this and I want to return them. I would consider asking for a store credit or remake, but the glasses also fit me terribly, they are way bigger than what the try on feature showed. So I'm completely disappointed in this entire process and I want my money back to my original payment method. I realize that usually shipping costs are non refundable but given that ***** messed up and will give it all back, you need to pass that back to me, especially since the glasses were made poorly and are unusable, so I paid the rush shipping literally for nothing. Thus, I believe that the full refund is warranted, since as I sad it already, I was failed both by Zenni and ***** in providing the service I paid for and ***** will refund you the shipping cost. I tried the chat function but the person wasn't very understanding/helpful about the first part of my issue and just kept repeating the same thing ignoring my point that ***** will refund you (if you fill the above form with 15 days) so here I am hoping to get a resolution: full refund (and I'll happily return the dysfunctional glasses if you provide a shipping label)

  

  Business Response

  Date: 02/18/2025

  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 if that was not the case this time. The shipping time frame for your order was 1-4 business days, and since the order was placed on February 10, 2025 that gives a delivery window of February *****, 2025. The ***** tracking number ************ does show a delivery of February 13, 2025, which is within that delivery time frame. In this case, since the order did arrive in the time frame as outlined on the website we are not able to refund the shipping fee for you. 

  In regards to the lenses, we are very sorry to hear if there is trouble with the left lens and understand the frustration. It looks as though our email team was working with you in trying to confirm the prescription information. We would be happy to have the glasses sent back for an inspection to see what is going on, or you are also eligible to return the glasses for a refund or store credit. If you can please get back to us via email with confirmation of which return option you prefer, we will be happy to get the return set up for you there and provide a return label. We look forward to hearing from you and resolving this. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22940289
  
  I am rejecting this response because:
  
  You don't seem to fully understand my issues. At least I was able to get someone more helpful on the chat this time to explain the inspection process and provide a return label, so I'm shipping the glasses back for inspection which I expect to confirm that something is wrong with the left lens. The person on the chat was also able to confirm that if the inspection finds the issue I will get the full refund including for the shipping, which you seem to have missed out mentioning here. Also, the person on the chat confirmed that I entered the prescription information correctly (and again since the issue is present only on part of the lens, it would have been surprising if the issue was incorrect prescription entry)
  To the second part of my issue: in any case you need to refund the shipping cost because ***** will refund it to you and you can't keep my money just like that. Once you sent me the ***** tracking with a guaranteed delivery, that is when I expect the package because I paid extra for the overnight delivery with a guaranteed delivery time. I made plans accordingly and it was very inconvenient having to adjust them last minute like that. Which is why ***** has the guarantee and REFUNDS the shipping cost when they fail. It is not acceptable that you keep all that refund when I paid for it.
  In any case, given that you also messed up making the lens properly in the expedited process, you failed too and as the chat person confirmed I should be getting the full refund including shipping because of that. Not sure why you didn't mention that in your reply.. In any case I have multiple reasons to be getting refunded for everything, including the shipping. It is quite disappointing that I'll have to wait a month for that to happen, no reasonable business would do something like that, so I hope that you reconsider that time line given all the evidence I have presented. It is a shame in general that you offer an expedited process for which you don't have proper quality assurance in place and it is also a shame that you embezzle ***** refunds when they don't meet their delivery guarantee. I had positive experience with Zenni in the past; it is an understatement that I'm disappointed in how far down things have gone in the past few years.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/26/2025

  Thank you for your message! We are glad that our customer care team was able to assist you with setting up a return for the glasses to be inspected. Since the order was delivered to you within the outlined time frame on the website, we are not able to refund the shipping fee for you at this time. If the inspection does find something off in manufacturing, you will be eligible for a full refund at that time. As outlined in the return authorization we sent to you all inspections are completed within 14 business days (excluding weekends and holidays) after the glasses are received, sorted, and processed into our system. Your results and return options will be emailed as soon as we have completed your inspection! 

• Initial Complaint

  Date:02/11/2025

  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.

  I have an issue where there appeared to be manufacturing variations between my original pair from order #o6672357902 and my remake pair from order #o6691349945.The remake pair lens edges turned out more thick and are sticking out beyond the frame while the original pair lens edges are more thin and better concealed within the frame.The remake pair also came with a scratch on the lenses just like the original pair.I want ZenniOptical to consider doing another remake for me due to those issues on the remake pair from order #o6691349945.

  

  Business Response

  Date: 02/13/2025

  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 store credit has been issued for you for this return, and we are happy to assist you with any future orders if you decide to give us another try. 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.
  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair 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 have ordered glasses from Zenni Optical many times over the years and always received high quality frames that were straight and ready to wear. However, in the recent several orders glasses always arrived crooked to the extent that I could not wear them. No local glasses retailer or eye doctor would fix the crooked frames since I could not prove I purchased them from that retailer or doctor. In my recent order that arrived by mail today 02/10/2025, the glasses again arrived crooked just as before - even after I had mentioned this several times in live chat and complained about glasses always arriving crooked and not being wearable any longer. I asked specifically that this order be placed in an extra large case to lessen the possibility of the frames arriving crooked again. This request was ignored or denied as the glasses again arrived in a small, tight case. And the frames arrived crooked yet again. So I cannot wear the glasses without getting dizzy due to the crookedness and I am at a financial loss due to money wasted on a defective or low quality product and / or service. If I return the glasses I have to ship them back to *****, which could cost more than the glasses themselves (approximately $60 USD). If I ask for a refund, that request may be denied. Since I was a long-time customer who has been burned several times in a row by Zenni and can no longer use their glasses, I respectfully request a full refund so I may find a new eyeglass retailer in the future and not have thrown my money out on defective products.

  

  Business Response

  Date: 02/13/2025

  Thank you for your message! We are truly sorry to hear that the glasses arrived to you crooked, and we completely understand how frustrating this is. We do see that our team has assisted you in setting up a return for a full refund. We have emailed you the return authorization, and shipping label as well, and once the glasses are returned to us we can issue the refund for you. If you ever decide to give us another try in the future, 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.

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have mailed the crooked, defective glasses back to them in anticipation of a full refund.
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
   

  I would like to still be able to review Zenni Optical, as a consumer alert, that in my own personal case, all glasses ordered since a specific date (approximately 4 to 5 pairs) all arrived crooked to the extent that they could not be worn and this was after multiple interactions with them to inform them of this new practice. I would never order from Zenni or recommend them due to all glasses now arriving crooked which means no glasses ordered from them can be worn. I don't know if others experience this regularly or why this has been done and seems to still be practiced.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/03/2025

  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.

  I ordered 4 glasses and ***** delivered me an empty shipping envelope that had a tear on the side of the envelope. I I contacted Zenni right away and explained what happened. They asked me to email them a picture of the shipping envelope which I did send to them promptly and they said they would investigate and would get back to me within ***** hours. Never got back to me. I followed up with them 3-4 times already and still no resolution. The last email reply from zenni said: Wed like to assure you that the issue has been escalated to our team for handling. However, we are currently undergoing system maintenance behind the scenes to improve your overall Zenni experience. This may cause a brief delay in processing the issue with your order, but rest assured, we are working diligently to minimize any disruption. We expect to be fully operational by February 3rd. I dont know why your system maintenance has anything to do with my issue, so you guys are basically saying you cant investigate my issue because of a system maintenance that just sound like an excuse. I have already sent you the picture of the empty envelope, so what else is there to investigate? What else do you need from me in order to have my glasses shipped or just refund me my money? Ive told them I need my glasses asap because I cannot see ! Today is the 3rd (per their email they should be fully functioning today) and I reached out asking for an update and still no reply. I have been a long time customer of ********************** and never had any issues till now. Super frustrating! Also I have my ring camera video of the ***** guy just throwing the empty envelope on my doorstep. If there was actually any glasses in the envelope I dont thing he would have just tossed my package. I uploaded a picture of the Proof of delivery I received form ***** and you can see the envelope is flat empty when he delivered it to me.

  

  Business Response

  Date: 02/07/2025

  Thank you for your message. We are truly sorry to hear that the package arrived to you empty, and we understand how frustrating this can be. We have issued a remake for you, and the new order number is o6697916421! As soon as that ships, we will email you with a new tracking number.