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:06/03/2023

  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.

  Zenni refuses to allow me to engrave my own business slogan on my glasses. They say one word in my slogan is trademarked which is "git". I attempted to call them and explain how their system was incorrect. Kept being told by customer service its trademarked and nothing could be done. I asked for supervisor three times, finally the agent hung up on **** attempted contact via ******** was told it's trademarked, asked for call back from supervisor, ignored. Attempted contact through website chat, was told same thing, asked for call back and was ignored again.Called again, got supervisor, VERY clearly showed them uspto.gov site showing that a word by itself cannot be trademarked and only the STYLIZED LOGO of "GIT" is trademarked. Also showed them how their system allows other trademarked words such as "Zenni" and even my own first name and last inital are trademarked yet their system allows my name to be on there. Then showed them how I literally filed a trademark application for my business slogan and initial response from ***** accepted my request until full review.Got an email back less than 12 hours later telling me the word "git" is profanity. I sent them back screenshot of Merriam ******* website showing it's not profanity. Then I looked on their website and it allows actual VUGAR profanity to be engraved.Tried contacting *************************, Director of ************************ ignored.I don't understand why they are doing this, it's almost feels like harassment.

  

  Business Response

  Date: 07/13/2023

  Thank you for your message. We do apologize but we are not able to engrave a trademarked word on our frames, and we appreciate your feedback on the matter.

• Initial Complaint

  Date:05/31/2023

  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.

  Ordered glasses, after a few months the anti reflective coating(I assume that is what it is) is coming off the lenses. Repeat attempts to see about getting the issue fixed I keep being told photos need to be sent showing the issue, then was told by ***** in CS that i could send the photos in even if the issue does not show. Same day email from ****** said they cannot see the issue and I can send the glasses in to be looked at. I am disabled and cannot do anything if I cannot see, I only have one pair of glasses to wear and cannot wear sunglasses all the time while I wait on the company to tell me again it is not a problem they will fix.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear that happened with the glasses. It does look as though our team has remade the glasses for you, and you should have received them. If there is anything else we can do for 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 assist you.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20128554
  
  I am rejecting this response because your reps are rude and it took me 4 months to get the issue resolved. I was told 3 different times there was nothing wrong with my glasses and until I filed this I got no help.  Retrain your staff to do a better job.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/31/2023

  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 on 5/22/23 through the zenni optical website. On 5/30/23 I received an email from "Creditwise" making me aware that my email has been compromised from their website as of 5/27/23. I contacted zenni on 5/30/23 and spoke with a representative and a supervisor ******************** was on the phone for a total of 1 hour and 3 mins. I sent the requested documentation and was told they will look into it every so often, when I asked what could be done, he then changed his story and said this will be looked into every hour. He didn't take anything I said and provided seriously. Told me this would given to a management email and would receive a call back. When I asked when I would receive a call back he said probably never. My private information has been compromised by their website, and there is no department or resolution for this. How many people did this effect that might not have the same service I have and won't know their information is at risk?

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. Our team did look into this and we can assure you that there was not a breach on our end. We do apologize that this happened, and if you need any further assistance you can reach us via phone at **************, email at *********************************** or chat on our website.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20128367
  
  I am rejecting this response because: I have provided you with the screenshots from my credit report stating otherwise. This is a generic and unacceptable response. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/31/2023

  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 purchase glasses from them on April 9th. The glasses I received did not have the correct lenses, which resulted in feelings of dizziness and blurriness when I wore them. After a few days of testing, I confirmed that the lenses were indeed incorrect. I contacted Zenni to address the issue and they requested that I send the glasses back for further evaluation, which I did. They later informed me that the glasses were to be in good condition. I have three options (1) receiving the same pair of glasses back, (2) a full store credit refund, or (3) a 50% cash refund. But if I choose the full store credit refund and use it to purchase another pair, I would not be able to return the second pair for a full refund; instead, I would only be eligible for a 50% refund.I have two main objections to their response:The glasses' lenses were undeniably incorrect. I obtained my prescription from an eye doctor and also own a pair of glasses from a different store that perfectly matches my prescription and provides clear vision. I provided Zenni with the exact same prescription, yet the glasses were different from the ones from the other store. This inconsistency in the lens quality indicates a problem, but Zenni refuses to acknowledge it.I am willing to accept a full refund if the glasses simply do not work for me. I am also open to buying another pair, assuming that a remake would yield better results. However, Zenni's refund policy raises concerns. If the second pair of glasses also proves unsatisfactory, they will only refund me 50% of the purchase price. I find this policy to be in violation of my rights as a consumer. It creates a situation where Zenni could potentially send me poorly crafted glasses, knowing that they only need to refund me 50% of the cost. When purchasing a pair of glasses, I believe I should receive a product that fits me properly. It was not my fault as I provided them with the correct prescription and all the necessary information they requested.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry if there was any trouble with an order. It does look as though our team did issue a store credit for you, and the credit has been used to place a new order. 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.

• Initial Complaint

  Date:05/26/2023

  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.

  Date of the transaction: May 22,2023 Amount of money paid to the business: $89.90 What the business committed to provide: The business committed to delivering my order to the correct address as specified during the purchase process.Nature of the dispute: The dispute arises from the fact that the business entered my address incorrectly, resulting in the delivery of my order to the wrong location.Business's attempts to resolve the problem: Unfortunately, the business has made no efforts to rectify the issue, stating that there is nothing they can do to fix the incorrect address.Account/Order/Tracking number: o6011156418 In summary, the transaction took place on 05/22/23, and I paid $88.90 to the business with the expectation that they would deliver the order to the correct address. However, due to their mistake, the order was sent to the wrong location. Despite my attempts to seek a resolution, the business has shown no interest in rectifying the situation. This has left me deeply disappointed and frustrated with their lack of responsibility and customer support.Considering the severity of this issue and the complete disregard for resolving the problem, it is clear that the business's BBB accreditation should be reconsidered. Their failure to address and rectify the mistake demonstrates a lack of commitment to customer satisfaction.One of the proposed solutions provided by the business was for me to visit someone else's house to inquire about the package intended for me. This request is not only unreasonable but also puts my personal safety at risk. It is highly inappropriate for a business to expect a customer to potentially confront unknown individuals in order to retrieve their goods.This disregard for customer safety further underscores the lack of care and responsibility exhibited by the business. Such an approach is not only unprofessional but also demonstrates a complete disregard for customer well-being.

  

  Business Response

  Date: 05/30/2023

  Thank you for your message. We are sorry to hear that happened with the order. It does look as though our team is going to remake the order for you. You will receive an email with the new order number in the next ***** hours, and once it ships we will email a new tracking number as well. 

• Initial Complaint

  Date:05/23/2023

  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.

  Zenni made & remade ********* husband's glasses. We still can't see out of them. We had to go to another company to get the correct glasses. Zenni refuses to give me a refund.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. The most recent order that we see for you is from August 22, 2022. Unfortunately at this time that order is outside of the warranty period for a return. We do apologize about that. If we can assist you with a future order at all, please reach out to us via email at *********************************** by phone at **************, or via chat on our website and we would be happy to help.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20097936
  
  I am rejecting this response because:
  I reached out to the company before the warranty was up.The company would only give me store credit. I wanted a full refund.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/05/2023

  Unfortunately we do not show any correspondences in regards to the most recent remake from August 22, 2022 until this year. Since the order is almost a year old it is outside of the warranty period at this time. We do apologize but we are not able to offer a refund on an order that is outside of warranty. 

• Initial Complaint

  Date:05/20/2023

  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.

  Bought glasses with tint does not tint correctly no answer from Company

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear there was trouble with the glasses. It looks as though our team had responded via email asking for a photo of the lenses outside. If you could please email that over to us our team would be happy to assist you. 

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20084081
  
  I am rejecting this response because:
  Glasses dont tint correctly 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/05/2023

  Thank you for your message. Our team had requested photos of the lenses outdoors in direct sunlight so they can see what is happening with the lenses. If you can please get back to us via email at ********************************** with the photos we would be happy to help with this matter.

• Initial Complaint

  Date:05/16/2023

  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 have been buying glasses from Zenni for years now and this is the first time I've had an issue.The order with an issue was placed on Wed, Mar 8, 2023 I have contact Zenni support / customer service and have only been offered a 50 percent refund.I just want my money back so I can purchase glasses that are the correct prescription and will be using a company that actually stands behind their products going forward.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to hear that there is trouble with the order. We would be glad to have the glasses sent back in for an inspection, or we do have the option of a store credit that can be used towards a new order. Please get back to us via email to let us know how you would like to move forward so we can set up the return for you. 

• Initial Complaint

  Date:05/15/2023

  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 ordered a pair of glasses online. When I received them they didn't fit. There are no directions in the box or on their website on how to return the pair for a refund. When I emailed customer service, they too did not tell me how to return the order. When I contacted live, they delayed telling me how to return the order for over 30 minutes. There are too many obstacles for returns. The online agent is still stalling on giving me the information I need to return my purchase.

  

  Business Response

  Date: 05/25/2023

  Thank you for reaching out. It looks as though the order has been returned to ** for a Store Credit. The store credit has been issued for you and can be used at any time towards a new order! If you need any further assistance, please reach out to ** 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

  Date:05/13/2023

  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 been a loyal Zenni customer since *********. Over time, I have experienced several problems with their eyewear, and each time I have brought these issues to their attention. The responses are quick, matter-of-fact and dont offer any real solutions. Every single pair of glasses Ive purchased from Zenni have had bad screws on the arms of the frames. I have asked them to send me new screws, but they stated that they do not send out replacement screws. The arms become very loose after a while (always past the 30 days), they wont stay open and keep folding. I have stayed with Zenni because they are priced cheaper, and when they fall apart, I just order new glasses. Well, now I need progressive lenses and those are more expensive. My recent experience was with a pair of glasses that I purchased in January 2023, and it looked to me like the left lens had a few scratches on the surface. I knew that they were not deep scratches. I read their warranty policy, which stated that they would be covered for one year for damage to the glasses coatings. I sent an email message on Monday, May 8, 2023, to the customer service department, along with pictures of the surface scratches on the left lens. I received an email back saying that it wasnt an issue with the coating, and that the original return period was 30 days. My problem with their decision is that I dont understand how they can decide what the damage is without physically inspecting them. I asked if they could just buff out the fine scratches on the surface because they definitely interfere with my vision. They didnt respond to that question, just that it wasnt an AR coating problem, and the 30 day warranty was up. I have VIP status with them and have spent a total of $640.43. I was just hoping for a little better customer service and more attention for a loyal customer. Its just upsetting that they wont even look at the glasses to see if they could fix them because I cant even wear them anymore.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out. We are sorry to see that happened with the glasses. Our team did take a look at the photos, and unfortunately the scratches do not appear to be damage to the Anti-Reflective coating and therefore not covered under the warranty. Due to this we are not able to offer any sort of return, and we do not have a repair program in place. We are sorry about any inconvenience this may cause. If there is anything further 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 assist you.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20055041
  
  I am rejecting this response because:
  There was no assistance offered to try to resolve or make it right with me. I had the glasses for only 4 months and they were ruined to the point where I could no longer wear them. The left lens is definitely scratched, and I sent them pictures of it, but they were unwilling to try to make it right with me. There is a year warranty for scratches to the lens coatings, which is exactly what it looks like to me. I feel that they needed to view the lens in person instead of just making a decision based on a photo. So I feel that without actually seeing the lens, they really would have no way to know if it was scratched on the coating or if it was deeper. I laid the glasses down on my stone landscape area to wipe the dust and sweat away from my face, and unfortunately, a gust of wind blew them onto the lens side after I carefully laid them down on their backside. This small mishap could NOT have scratched the lens very deep, and it was probably surface scratches. I am very careful with my glasses and take extra care of them because I need them to last a while. In any case, I cannot wear them anymore because the scratches are right in my field of vision. These are progressive lenses and probably the most expensive glasses that they have. I understand if they dont have any way to fix the lens and no repair service at this time, but they could have offered to either replace the glasses with new ones, replace just the lens, and I am willing to send them the glasses so they could use my frames, or just offer me a credit for the amount that I spent so I can purchase them again. I honestly feel like one of these solutions could have been offered to me as a courtesy if they dont have any way to repair them.  Thank you for your time and consideration. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/10/2023

  Thank you for your message. We do understand the frustration with this. We would be happy to make an exception and offer you to either return the glasses for a store credit that can be used towards a new order, or we can issue a one time remake for you. Please reach out via email at *********************************** by phone at **************, on social media, or via chat on our website to confirm how you would like to proceed. 

  Customer Answer

  Date: 07/15/2023

  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,
  
  *******************************