ComplaintsforZenni Optical

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing because I definitely sent in the glasses before the 14 day period to get store credit. They are saying they didnt register in the system yet after 10 days I sent it in, I sent it in 6/12/24 The lenses were coming out and the glasses were very slippery. It was a very slippery plastic. I dont want to be scammed out of my money because they will then say they didnt register in the system after *********************************************************************** way before then. it seems strange. I am filing this to get my money refund.

  

  Business response

  07/02/2024

  Thank you for your message. We are sorry to hear that the glasses did not work out for you. As of June 28, 2024 we have issued a refund for you in the amount of $90.02 with transaction number 70rrb4wf. Please allow up to ten business days for the refund to show on any banking statements! 

  Customer response

  07/02/2024

  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. I got the refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a two pairs of glasses from Zenni on 6/10/24, order #o6308346206. The glasses arrived 6/21/24. Upon arrival, I tried the glasses I'd ordered with EyeQLenz Anti-Infrared lenses. These lenses are meant to become tinted in the sun to act as sunglasses while outside and revert to clear lenses indoors. These lenses do no such thing. On their website there is an animation of the lenses when you view them where they go from clear to a dark, sunglasses tint and back to illustrate how the lenses will look. Attached is a photo of the glasses I'd received after several minutes in direct sunlight. You can see that they developed a very slight pink tinge. They are absolutely not at advertised. I reached out to Zenni customer service (a terrible experience, but an unrelated one) where they danced around the subject and stated that "they're sorry the glasses aren't what I expected". I expected the product advertised. That is not what they are selling and that is not what I got.

  

  Business response

  06/24/2024

  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. With any type of Photochromic lens, the amount to which the lenses darkens will be weather dependent. The lenses do get darker in cooler temperatures than they will on a hot 95 degree day. Per our return policy as outlined on the website, and linked below, the glasses do need to be sent back to us before we can issue a refund. If you do feel like there was a manufacturing defect, you can also return the glasses for an inspection. We do provide a return shipping label for any return option you choose. Please reach us via email at *********************************** chat on our website, or by phone at ************** so we can get the return set up for you! 

   

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

  Customer response

  06/25/2024

   
  Complaint: 21885467
  
  I am rejecting this response because:

   

  Attached are slightly pink tinged lenses in full sun at 74 degrees. I do not believe this to be a manufacturing defect, I believe this is plainly deceptive marketing.

  I have no interest waiting a month for a refund while Zenni resells the frames.

  The screen shop attached is the lenses as they are advertised on the website. Clearly sunglasses. These lenses are nowhere near that. I want other people to know they are selling something entirely different from what they are advertising so more people don't wait weeks for a useless gimmick, then wait weeks for a refund.

   

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

  

  Business response

  07/02/2024

  Thank you for your response. We understand your frustration and would like to clarify the efforts we've made to expedite the process for you.First, we offered to remake the glasses without requiring the physical return of the original pair, which is not our standard procedure. Typically, we need to inspect the lenses before considering a remake.

  Second, for your case, we can expedite the process by allowing the refund to be processed within 2-3 business days once the return is scanned by ***** This is an exception to our usual process, where we typically wait for the glasses to be delivered to us, processed by our team, and then take up to 10 business days to issue a refund. This is the best solution we can offer to ensure a swift resolution. Please let us know if you are willing to return the glasses, and we will send you the return label and instructions immediately.

  Customer response

  07/02/2024

   
  Complaint: 21885467
  
  I am rejecting this response because:

  Zenni could remake these glasses 1000 times and the lenses would never be what they advertise, because what they are advertising is false.

  Instead of spending months sending glasses back and forth while I pay for the shipping, I'd rather Zenni's advertising for these lenses be investigated.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have purchased the product and had to make a small adjustment with the merchandise. Thinking it could be resolved quickly I was instead of getting a refund get a store credit (I was never informed a store credit would allow Zenni to keep any moneys not used with the adjusted value) I not only paid extra for shipping of the replacement pair and have not received the merchandise, they refused to refund the money remaining. I do not plan to do business with the company anymore. Therefore are they able to keep my credit? Are they able to keep the credit of other customers in similar situations? That is theft. Please help me recover my money with them so that I can closed the matter entirely. $19.92 plus approximately $19.95 for express delivery totaling $39.87.

  

  Business response

  06/24/2024

  Thank you for your message. We are sorry that the glasses did not work out for you, but we hope the new order placed on June 4, 2024 is working out better for you! We do see a store credit had been issued for the original order, and most of it was used on the new order. Please note that the store credit balance of $19.96 cannot be refunded in cash. If purchasing glasses isn't your current preference or the balance is insufficient for that purpose, we recommend considering accessory options instead. We have linked the full return policy for you below, and if you have any additional questions you can reach us by phone at **************, via email at *********************************** chat on our website, or on social media. 

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought glasses on Zenni in 2022. The frames did not work for me. They were a bad fit but I tried to get used to them. I returned them and they said I could nly get store credit. So i ordered another pair and they were ok but the nose bridge was a weird and bright blue. It was so obvious and strange looking that I could not possibly wear them. They did not look this way in the try on function so I didn't know they woud look this way. so I returned them and got another store credit. Then recently, I ordered another pair and they are totally wrong. I took them to the optoetrist who said the progressive wa wrong. i asked for a refund and they refused three times. They advertise that buyin glasses their way is the best. This is false. How many tme do I have toget bad glasses before I give up? I want a refund and for them to stop advertising that it is he best way to buy glasses. I have wasted so much time onthis. Also, each time I call, I am on hold for so long that i have to hang up. This is terrible all around.

  

  Business response

  06/14/2024

  Thank you for your message. We are sorry to hear that you have had trouble with finding the perfect fit for your glasses! As per our policy, store credit is non refundable and items purchased with store credit can only be returned for store credit. Our return policy is linked below for your review. We do see a return label has been sent to you for a store credit, and we are happy to provide any assistance you need in picking out a pair of frames that works for you. 

  For the best frame fit, we recommend to measure a frame you have at home that fits well, and order one with similar measurements. The guide linked below will show you how to measure the frames! 

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

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

  
  

  Customer response

  06/14/2024

   
  Complaint: 21841523
  
  I am rejecting this response because I want a refund. I have tried to get the right glasses from Zenni three times. It is very difficult to buy glasses through them. They advertise that it is easy but not true. I have been very patient but its impossible to get a good pair this way. I have wasted a lot of time trying on Glasses, ordering, and sending back. They just cant get it right. This is a terrible system. 
  
  Sincerely,
  
  **************************************

  

  Business response

  06/20/2024

  Thank you for your message. Per the return policy as outlined on the website at the link below all orders paid for completely with Store Credit are eligible only for another Store Credit in the amount used to pay for the order. In your case, we do see that the store credit has already been used to place a new order on June 18, 2024 - order number o6320988551 in the amount of $225.49. We do hope the new glasses work out well for you! 

   

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought glasses from Zenni, Zenni states that I received then, but I never received them. They state the order was sent again and that it was delivered but again, the items were never received.

  

  Business response

  06/14/2024

  Thank you for your message. It does look as though on April 6, 2023 we did remake the order for you and shipped it to the address you provided. The **** tracking did show the item was delivered to you on April 15, 2023. Since this order is well over a year old, we are not able to offer anything further at this time. We do apologize about that, but if you would like to place a new order we would be happy to provide you with a promotional code. Please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media and we can assist you further. 

  Customer response

  06/17/2024

   
  Complaint: 21825610
  
  I am rejecting this response because:

  Even that they say the item ws delivered, it was not delivered

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

  

  Business response

  06/20/2024

  Thank you for your message. Unfortunately, this order is from April 2023 and since it is over a year old we are not able to offer any type of remake or return for the order. If you would like to place a new order, we would be happy to provide you with a promotional code to do so. Please feel free to reach out to us via chat on our website, email at *********************************** or by phone at ************** and we can provide you the promotional code.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of order was 4/29. Order number o6273937132. I ordered a pair of glasses for rush shipping, with paying extra for 1.67 lenses. I received glasses on 5/3. The glasses were made incorrectly and did not have 1.67 lenses. I compared to an identical pair I already had. I contacted company on 5/3 and submitted photos of the error. company agreed to a full refund. I sent glasses back 5/4. I called and confirmed they were received 5/6. I called again 5/11 regarding the refund. I called again 5/20 regarding the refund. Each time I was told they did have the glasses, but they could not confirm why refund was not issued. I received an email 5/20 at night offered an 83 dollar refund, which was not the full amount for the order. I also asked them to just remake and resend the correct lenses and was told no.

  

  Business response

  05/28/2024

  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 a refund was issued for you, and our team has offered a remake as well but we have not heard back from you to verify how you would like to move forward. If you can please get back to our email, or give us a call at **************, we would be happy to continue assisting you.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered and paid in full for a pair of prescription glasses. When they arrived they were clearly the wrong prescription as I was not able to see out of them. I contacted Zenni and returned them. I got an email telling me that the glasses failed their quality control and were being rushed to be remade. Now a week later and I can get no response from them and have no corrected glasses or a refund.

  

  Business response

  05/22/2024

  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. The remake order has shipped via **** with tracking number 420666189261290339712010311200, as of May 22, 2024. You can track the order right on the **** website, but please allow up to 48 hours for them to update the tracking information. 

  Customer response

  05/23/2024

  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.  Because the tracking number is not yet active I will wait to see if the glasses were actually sent.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 17, 2024 I purchased 5 pairs of glasses from Zenni for $243.2. I received the glasses on March 28, 2024. I could not see out of the glasses. I called Zenni on March 29. The agent offered to return the glasses to check the prescription. I returned the glasses that day. I needed the glasses for a May 9 road trip and was assured that they would be checked and fixed/ return in advance of that date.On April 12 I emailed Zenni because it had been two weeks and I received no feedback about the glasses.On April 12 Zenni emailed back, stated the prescription was correct, asked if they should send them back to me and I said yes. On May 6 I called Zenni to find out what happened to my glasses. The clerk did not know where the glasses were. I told her to cancel the order and refund my money. She told me she would send an escalation and Zenni would get back to me in a few days. I asked for a manager. Zenni had a month to send my glasses. I am not waiting any longer.On May 6, Zenni manager ***** returned my call. He said he was processing a refund for the glasses never received.On May 11, I received an email from Zenni that the label was created to ship my glasses back. I immediately reached out to Zenni and chatted with Ric. He said the glasses were shipped. I told him I was promised my refund and want it now. The glasses had not been shipped according to tracking. Only a label had been created. He said he would contact the "corresponding" team and they would get back to me in 2-3 days! I told him I would file complaints. I have already waiting two months. I am not waiting 2-3 days. I was promised a refund 5 days ago.

  

  Business response

  05/17/2024

  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 refund has been issued for you as of May 16, 2024. You should have received an email confirming the 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 bank statements. 

  Customer response

  05/18/2024

  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

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or around April 8th I ordered a pair of glasses from zenni. After receiving them, I tried them on and tried to get used to them for a few hours and decided they were a bit too big and so I decided to return them. After returning them, on May 1st i called and talked with a rep named *****. At this time I asked ***** if It would be possible to cancel the return and ship them back to me. If I understood correctly, at first he changed his story between yes that I could get them back and then no I couldn't get them back and then said something about a refund taking more time. At this point I asked to a supervisor or manager to get to the bottom of this as it seemed as he couldn't give me a definite answer, and he REFUSED to transfer me to a supervisor or anyone after making repeated attempts and giving him a reason as to why I wanted to talk to the supervisor. If I remember correctly he said he would have a supervisor call me back and I'm still waiting for that call and for my refund to process. I would like to get to the bottom of this and resolve this as this was my very first experience with Zenni and it wasn't a very pleasant experience where I wlmay have to go else where now.

  

  Business response

  05/16/2024

  Thank you for your message. We are sorry that the glasses did not work out for you. We do see that a return was initiated, and a store credit was issued to you on May 8, 2024. It looks as though the store credit was used to place a new order on May 11, 2024 and that new order has shipped to you via ***** with tracking number 274709414023. We do hope this new pair works out for you, but if not 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

  05/16/2024

   
  Complaint: 21683147
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sent them to my old address. When I gave them my current address.so now I willl be out of money and glasses.

  

  Business response

  05/16/2024

  Thank you for your message. We are sorry to see that there was any trouble with receiving your order. We did ship the glasses to the address entered on the order when it was placed. We are unable to change the shipping address once the order is shipped but if the order is returned to us, we can re-ship it to the new address. 

*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. ↩