Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of glasses on 1/3/2024. I paid $19 for Rush shipping because I lost my glasses. The terms on Zennis website state:Update on Nov 11, 2024: Zenni Opticals ********************** is now faster! Our US can receive their new glasses within 2-5 days and our shoppers in ****** can receive their new glasses within 3-6 days when you select Rush *********** Order status still says Processing and hasnt changed since I placed it. I called Zenni today to make sure everything was okay. The agent said that they have until Friday to deliver my glasses. I dont see how they will get here by Friday, according to their website shipping status is as follows:Processing - Your order is being manufactured. Manufactured - Your order has been manufactured and is currently in route from our optical lab to distribution. Shipped - Your order has shipped Also, the website states I will receive an email with tracking info once my glasses have shipped. To date, I have not received any emails from Zenni, not even an email acknowledging my order had been placed. Even if my glasses somehow arrive on Friday, that is still outside the 2-5 day Rush shipping. This advertising is false and misleading. After talking with customer service, I still feel unsure if my glasses will ever arrive. This experience, combined with other complaints I have read, makes me doubt their competence and professionalism. I am concerned that if I ever get my glasses will they even been made with the accurate prescription and quality.

  

  Business response

  01/09/2025

  Thank you for your message! As outlined on our website, the rush order time frame is 2-5 business days, which does give an estimated delivery of January 10, 2025 for your particular order. For your reference, a link to our shipping time frames is below. Your order did ship on January 9, 2025 via ***** with tracking number 284210819910. Although the order is on route to you now, it may not arrive in the 2-5 business day time frame so we have gone ahead and refunded the rush shipping fee for you. You will receive an email confirmation of that refund within the next ***** hours, 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 help 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 assist you.

   

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

  Customer response

  01/10/2025

   
  Complaint: 22786794
  
  I am rejecting this response because:I have confirmed that my item did not ship on 1/9. It shipped on 1/10. If I hadnt done this complaint it would problem have never shipped.  Also, the tracking link from Zenni to ***** is broken. You have to copy the tracking number then go to the ***** site to track. It is there where it says that the label was created on 1/10. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  01/13/2025

  Thank you for your message. The ***** tracking does show the package was delivered today, Monday, January 13, 2025. The tracking link is provided below for you! We are sorry that the package was a bit delayed, but the rush shipping fee has been refunded for you as of January 9, 2025 with transaction ID ********. You should have received an email confirmation with the refund details as well. If there is any issue with the glasses, 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 response

  01/14/2025

  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.   
  

  The glasses arrived on 1/13/24  they were very well made and the prescription was perfect! I also received a refund for Rush shipping  

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

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Still waiting a week for 2 day shipping

  

  Business response

  01/03/2025

  Thank you for your message! It looks as though "standard" shipping was chosen on your order, which does give a time frame of 7-14 business days including both the manufacturing and shipping of your glasses. Since the order was placed on December 21, 2024 that gives an estimated delivery window of January 2, 2025 - January 13, 2025. The order has shipped via **** with tracking number 420026609261290339634322054449 and is on route to you now. If for some reason you do not receive the package within the 7-14 business day time frame as outlined on the website, 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.

• Initial Complaint

  12/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a product.They do not know where it is. Last tracking update was Dec 14.When I search the tracking my postal code comes as wrong. When I contact them I have 4 times now they say we will send an email to find out wait 3 more days. No one seems to be able to give me any idea what is taking place. The order is glasses for my children - when I ordered it said 7-10 days and the email I got it was shipped on Dec 2. I need the money back to order new glasses locally. Especially with school starting in a few days. They keep saying of the Canada post strike but my parcel was with landmark tracking number LTN340718088 and is now with Canpar tracking number D47701650000018394101 Order number o6404087204

  

  Business response

  01/03/2025

  Thank you for your message! We understand how important it is for your child to have their glasses, and are sorry that there was an issue with the delivery of your package. We have issued a full refund for you as of December 31, 2024 with transaction ID ********. Please be advised that depending on your financial institution it may take up to ten business days for the refund to be reflected on any banking statements. If you do not see the refund, 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 response

  01/03/2025

  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

  12/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've placed about 4 or 5 orders with Zenni, and most have been without issue. For whatever reason the order I placed on 11/12/24 has been nothing but issues. Glasses initially received on 11/21/24. Immediately upon opening the package it was clear that one of the arms on the frames was bent outward. Attempts to tighten were unsuccessful. I tried reaching out to their "support" team using the "Chat" feature on the website. I realized that that button is just there for show. In fact it is still not working today. My email chain began on 12/6/24, I didn't receive a response from Zenni until 12/8, at 2:38 AM. After realizing the email only support wasn't working and voicing my displeasure I was able to get their team to acknowledge the issue and agree to send a pair of replacement frames that I could work on myself. Not an ideal resolution, but it was slightly better than nothing. On 12/12/24 was the last response stating that the replacement frames would be sent. I left for the vacation I was hoping to wear these glasses on 12/20/24 and still hadn't received the frames. I returned from the vacation on 12/26/24 and still no frames. I called the "support" team and after a bit of back and forth we were able to settle on a refund being the way to close out this matter. However, the idea of having to print their email supplied return label, and using my own funds to get an envelope to complete the return. Not to mention, wait 10 business days from the time they receive my return to actually receive my refund. This entire process has been underwhelming to say the least. I can no longer in good faith deal with any entity that thinks empty apologies are the way to address matters. I wanted a working pair of glasses. A quick refund would be a decent consolation. But I want nothing more to o with this joke of an outfit.

  

  Business response

  01/03/2025

  Thank you for your message. We are truly sorry to hear that there was an issue with your glasses, and we can understand how frustrating this is. Although the order is outside of warranty at this time, our team did approve for you to return them for a refund to your original payment method. We have sent you a return shipping label, and a return authorization as well. Per our policy, we are not able to issue the return for you until the glasses have been sent back to us. You can review our full return policy linked below. If you did not receive the return shipping label, 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 resend it for you.

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

• Initial Complaint

  12/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Orderes a pair of sunglasses, paid for polarization. They glasses came and were not polarized. I contacted to get a replacement. They said they couldn't do a replacement, offered store credit. Sale was no longer on, so I would have had to pay a much higher price. Pretty sure they use AI to do customer service, it talked in circles and contradicted what it had said in previous emails.

  

  Business response

  01/02/2025

  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 once the glasses have been received back to us we will be able to issue the refund for you. If you have any further questions, 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.

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I discovered scratches on "VR Prescription Lenses for Meta Quest 3" while I was cleaning them and I don't know how they could have gotten scratched. They were also too difficult for me to clean with the included microfiber cloth because the smudges smear around and the dust particles sticks on the lenses too well unable to rub off easily. The only solution that their live chat support was able to offer me for the scratches was to sent them for inspection and they told me that if they can be remade, only the same exact lenses can be made. But I rather have a replacement of "VR Prescription Lenses for Meta Quest 3" be re-made with Oil-Resistant coating with my Prescription due to those cleaning issues and scratching problem I experienced with Anti-Fog coating.

  

  Business response

  12/30/2024

  Thank you for your message. We are truly sorry to hear that there was a scratch on your lenses, and understand how frustrating this can be. We have remade the lenses for you, and as of December 30, 2024 they have shipped with ****. The tracking number for the new lenses is 420972369261290339712028474072, and you can track that right on the **** website.

  Customer response

  12/31/2024

  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

  12/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed 2 orders same day 1 delivered other not paid for rush and supervisors refuse to talk to clients this is a scam as far as i'm concerned HORRIBLE CUSTOMER SERVICE

  

  Business response

  12/26/2024

  Thank you for your message. We are truly sorry to hear if there was an issue with the delivery of your package, and completely understand the frustration. It does appear as though our team has issued a refund for you for this order, 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 there is anything 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

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First let me say Ive been a Zenni customer for almost 20 years. In that time Ive ordered at least 30 pairs of glasses and never had an issue. So I dont think Zenni is a bad company in general. My issue is that customer service which used to be very good in the few times I had questions is now basically useless. The last pair of glasses I ordered was made wrong. It happened to be the most expensive pair Ive ordered. I got titanium frames with progressive lenses, anti glare blue blocking auto darkening. All the bells and whistles. They immediately gave me headaches. Ok, this is my first pair of progressive lenses since bifocals hit my eyes too. I went back to my eye doctor to see if I needed a different prescription or what was going on. She told me that the left lens wasnt progressive and wasnt my prescription or even close. I contacted Zenni but no response. This went on for months with me talking to the worst ai on chat I have ever experienced. Seriously talking to a toaster makes more sense. I did figure out that if you keep texting talk to a person over and over eventually you will. The person just says nothing can be done go back to my eye doctor I must need a new prescription. No I did that, the glasses were made wrong. I checked my order it was correct. They say let me ask someone and never come back. The chat closes. Then if you text you get the bad ai. You have to go through the whole thing again with the same result. So most times Zenni is great but if you have a problem just throw the glasses in the trash, they dont care. If these werent very expensive glasses I wouldnt care either. After more than 8 months trying to get this fixed I gave up. This is a cheap eyeglass company only never buy any expensive options they cant handle it. Id feel Im due a replacement set of eyeglasses that are correct. If not Im never coming back. Ive referred so many people to to get treated this poorly.

  

  Business response

  12/20/2024

  Thank you so much for reaching out! Were truly sorry to hear that youve been having trouble with your lenses, and we completely understand how frustrating that must be. It looks like your message about using a promotional code came through, but we werent able to find any prior correspondence about the lens issues youve mentioned, and we apologize for missing that. Although your order is currently outside of the warranty period, we want to help in any way we can. If youre still experiencing issues with your lenses, please dont hesitate to contact us at *********************************** call us at **************, chat with us on our website, or reach out via social media with your order number. Wed be happy to assist you further and make sure everything is resolved.

  Additionally, we do see that you have placed a new order as of December 19, 2024. As soon as this new order ships for you we will email a tracking number, and we hope this new pair works well for you. 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing this complaint because Zenni Optical has failed to honor their rewards program, despite clear evidence that I signed up prior to my first purchase. This is a failure on their part to fulfill a basic customer incentive, and it has resulted in a frustrating experience over what amounts to a mere 400 pointsequivalent to $25.On August 11th, 2024, I signed up for Zenni's rewards program before placing my first order (Order #o6320848777). I was enticed by their program as a key reason for choosing Zenni over other competitors. Later, on September 30th, 2024, I placed another order (Order #o6394170076, $274.92), expecting my rewards points to accumulate as promised.When I checked my rewards balance to use these points on a future purchase, I was shocked to find a zero balance. I immediately reached out to customer service to resolve this issue. Instead of acknowledging what was likely an app/system error or extending basic goodwill, they refused to issue the 400 points, claiming I "never signed up."Let me be clear: I know I signed up. The rewards program was a major reason I gave Zenni my business. Denying a loyal customer their rightful points for something as ***** as $20when I have already spent over $400 with Zenniis incredibly disappointing and unprofessional.Zennis refusal to take accountability, even for such a minor cost, reflects poorly on their customer service and integrity. A company with sound values would resolve this situation promptly and honor their program. Instead, Zenni chose to alienate a paying customer over ***** am requesting that ********************** issue the *********************************************** their system. A simple fix would retain my trust; their refusal has made it clear they value short-term savings over long-term customer loyalty. Alternatively, I request that Zenni accept returns on both orders for a full refund, allowing me to take my business to a company that truly values and prioritizes its customers.

  

  Business response

  12/18/2024

  Thank you for your message. We are sorry to hear about your experience, and understand your frustration. We can see on our end that you opted in for the Zenni Rewards program on December 17, 2024. Since the opt in was after your first two orders were placed, those orders would not be eligible for any points as we are not able to apply points retroactively. However, in this case, we would be happy to offer you a 15% off code towards the new order as an exception. We will email you the promotional code to the email address provided on the order, and the promotional code is good for up to one year. Please be advised that only one promotional code can be used per order. We appreciate you taking the time to reach out and will be sending over the code shortly. 

  Customer response

  12/20/2024

   
  Complaint: 22700853
  
  Thank you for responding, but I have to say Im extremely disappointed with your reply. Instead of taking the time to investigate or consider that your system might have failed and lost my rewards registration, you doubled down on your claim that I didnt sign up for the rewards program until 12/16well after my orders were placed. This is simply not true.
  
  To make matters worse, your offered solution of a 15% discount is insulting. Discounts of 30% or more are available to anyone online right now, so this gesture feels meaningless, especially given the time and money Ive already spent with your company.
  
  What I was looking for was accountability and a fair resolution. If your app or servers glitched and caused this issue, I shouldnt be the one paying the price. Instead, youve shown a complete unwillingness to admit fault, which makes it hard to trust you as a reliable company.
  
  At this point, I have no desire to continue doing business with Zenni. If this is how you handle customer concerns, Id rather spend my money with a company that values integrity and fairness.
  
  Sincerely,
  
  ******* ********

  

  Business response

  12/20/2024

  We completely understand your frustration, and we truly appreciate your patience. After reviewing your account, we see that the Rewards Program was joined on December 17, 2024 with no previous membership in the program. Unfortunately, were unable to apply rewards to any orders placed prior to enrollment. That said, wed love to help you with a promotional code for a future order. Please feel free to contact us at *********************************** call us at **************, chat with us on our website, or reach out on social media with your order number. Wed be more than happy to assist you in any way we can!

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered prescription eyeglasses & paid for rush shipping on 11/26/24 and today is now 12/10/24. The company advertises that if you pay for Rush Delivery they will expedite your order in 2-5 days. That is a lie and clearly misleading because they have NOT expedited my order at all. (Screenshot attached taken directly from Zenni website showing 2-5 days for rush delivery). The order status as of today still says Processing and hasnt changed at all since 11/27/24. Theres been no communication from the company explaining this extremely long processing time and they STILL havent even shipped the item yet. This kind of misleading and dishonest behavior from this company is unacceptable and they need held responsible for poor customer service and failing to deliver on their advertised rush delivery option. I want an immediate refund for the rush shipping charge and for the company to ship the eye glasses asap and provide an ETA arrival date.

  

  Business response

  12/10/2024

  Thank you for your message! While we do see that part of your order has been delivered according to the **** tracking number 420156909261290339712026752288, it unfortunately does look like the other item has not yet shipped. We do apologize for the delay, and completely understand your frustration. We will be refunding the rush delivery shipping fee for you, and shipping the remainder of the order within the next 24 hours. You will receive two emails from us, one reflecting the refund and one with the tracking information. 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. Again, we are truly sorry that this happened. If we can be of any further assistance to you, 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.

*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. ↩