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:03/23/2023

  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.

  I purchased glasses from Zenni on 03/15 and received them on 03/23. The frames were incredibly small, almost child size, and the lenses were completely wrong. I contacted customer service to try to return them and get a refund back to my card but Zenni declined/denied a full refund. They did offer other options such as a store credit but I'm not going to take any chances with my vision and I didn't want to order any of their other products. All I am asking for is a return label and a refund of the main cost, I don't need S/H back.

  

  Business Response

  Date: 03/24/2023

  Thank you for reaching out. I am very sorry to hear the glasses did not work out. It looks as though the prescription given by the doctor differs from what was entered for the order. The doctor wrote for negative (-) values on the prescription, but the glasses were ordered with positive (+) values. You are eligible to return the glasses for a 100% store credit that can be used to place a new order with the corrected prescription, or a 50% refund. Please get back to us via email at *********************************** by phone at **************, or via chat on our website to confirm which return option you would prefer and we will be happy to assist you. 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19846378
  
  I am rejecting this response because: The reasons given for their mistake are incorrect. I took the glasses in question to my optometrist to have them measured and attached is the measurements and readings they found. I will attach the prescription provided by the doctor when I am home. From what my doctor told me, the issue has nothing to do with the axis or whatever they are saying. This is a grievous error on their part and I would like a full refund (minus S/H).
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/29/2023

  Thank you for your response. We did manufacture the glasses to match what was entered on the order page.  It looks as though the prescription given by the doctor differs from what was entered for the order. The doctor wrote for negative (-) values on the prescription, but the glasses were ordered with positive (+) values. We have attached a screen shot of what was entered on the order in comparison to what was given by the doctor. In this case, you are eligible to return the glasses for a 100% store credit that can be used to place a new order with the corrected prescription, or a 50% refund. Please confirm with us via email at *********************************** or by phone at ************** how you would like to proceed.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19846378
  
  I am rejecting this response because: At this point I'm just done with Zenni. I received my new prescription from my optometrist, with the exact same numbers that I provided to Zenni, and the prescription is correct. At this point in time I want nothing else from them. I'm out $100 and I'll be telling everyone, online and in person, never to use their service again. I want my resolution to be that Zenni removes ALL my information from their systems and I never want to be contacted by them again. Let this be the end of the matter with them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/21/2023

  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.

  On March 11th I spent 21.92$ on a pair of glasses with anti reflective coating order number o5231759300. Upon receiving the glasses I noted that the antireflective coating was defective. I have ordered from zenni many times close to a hundred pairs of glasses and have never reached out before so I was unaware how poor the customer service was. I used the chat feature and the representative took 5 to 10 minutes to respond each time. After about an hour of minimal conversation and a few requests for different pictures of the glasses I gave up and called. The call has me on hold for 30 minutes I hung up and emailed. I emailed pictures of the defective glasses with reflections in natural light, I was told to send pictures in other lighting so I did. I was then told that the lighting was the problem with the glasses to which I responded that I took pictures in artificial lighting and natural lighting the problem is the glasses not the light. The representative responded that this is an antireflective reflection and I got what I ordered and that I could return under the normal policy for 50% back. I refuse this solution and request that I receive a full refund.

  

  Business Response

  Date: 03/23/2023

  Thank you for reaching out. We were able to review the photos of the glasses that you had sent over via email, and can confirm that the Anti-Reflective coating on the lenses is working how it should. The "sheen" that you are seeing is the light being reflected off of the lenses. We have attached a photo here showing the difference between lenses with and without the Anti-Reflective coating. You are eligible to return the glasses for an inspection if you feel they were not made right, a 50% refund, or a 100% store credit. Please reach out to us via email at *********************************** by phone at **************, or via chat on our website to confirm if you would like to return the glasses for the inspection, store credit, or 50% refund. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19627699
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  
  

  This is much less than the entire lens reflecting as mine are.

  
  

  
  

  I still stand that the glasses are defective.

  
  

  I would like a refund for the defective lenses.

  
  

  

  Business Response

  Date: 03/24/2023

  The lenses were made with the Anti-Reflective coating as ordered, but if you would like you are eligible to return the glasses to be inspected to see if something was off in manufacturing, or for a 100% store credit or 50% refund. Please reach out to us via email at *********************************** by phone at **************, or via chat on our website to confirm if you would like to move forward with the inspection, store credit, or 50% refund.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19627699
  
  I am rejecting this response because: I have ordered thousands of dollars off glasses of Zenni optical referred you to family members and associates I will no longer do that. After dozens and dozens of orders I have never had to reach out to customer service. I am glad to know now that you will not refund a order that is defective. I will NEVER purchase with yiu again and ensure that I post on every social media outlet tiktok, instagram, ******** ect and tell the story about how Zennioptical.com has the WORST customer service in the industry. I will look for other options and recommend them to others because this is a terrible way to treat customers that have been with you for over a decade.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/17/2023

  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.

  bought glasses they were blurry and sent back, ordered again and sent the prescription to verify they were correct, they again were blurry, now told only will receive 1/2 of price in store credit. i didn't send them 1/2 a payment. was told its it terms i was not told they would be terms on the next order.

  

  Business Response

  Date: 03/21/2023

  Thank you for reaching out. We are sorry to hear the glasses were not what you were hoping for. It does look as though our team has issued another store credit for you, and that a new order for a pair of Progressive glasses has been placed. We do hope the new pair works out well for you!

• Initial Complaint

  Date:03/11/2023

  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 purchased a pair of glasses from zenni optical. I have used them previously for the same exact pair of glasses. I needed a new prescription which is why I ordered another pair of the same frame. When my glasses arrived the frames were bent and the lens was popped out. I sent pictures and they agreed they were not made correctly and offered to send me another pair. When the new pair arrived they had the same issue with the frames and again, the lens was popped out. I asked to return them for my money back and they sent me a return label. After returning the glasses that were unusable due to the manufacturer issue, theyre refusing to give me a full refund. Theyre scamming their customers by sending faulty items and only giving store credit or partial refunds. I have not received any money back from them since returning the frames.

  

  Business Response

  Date: 03/21/2023

  Thank you for reaching out. We are sorry to hear that happened with the glasses. It does look as though we did issue a full refund for you on March 12, 2023. 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. If you have any further questions or need additional assistance, please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media and we would be happy to assist you.

• Initial Complaint

  Date:03/03/2023

  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.

  I ordered progressive lenses with frames from zenni. I never wore this type of lens before. I chose the most expensive progressive option to maximize the possibility of them working as they should. I received my glasses and I cant wear them. The floor looks like its on a downward slope when Im wearing them properly. I realized if I look straight through the glasses without them resting on my ears I could see fine. However that means Id have to have the arms an inch or so above my ears because the arms of the frames are at the top of the frame so when you put them on there is a tilt backwards to rest on your ears. This was not taken into consideration when my glasses were made. I reached out to zenni and got the explanation they dont make custom progressives. However that isnt what is needed. What is needed is the tilt of the frames to be considered when making eye glasses. They tried to say its my fault for the size of the glasses/lenses I ordered. Which has zero to do with how they manufacture progressive lenses. I do not wish to get glasses from them if I cant even wear them properly in order to use them. I dont want store credit and I dont want to have to forfeit half of what I spent on these glasses. I want a 100% refund to the card I used to purchase these glasses.

  

  Business Response

  Date: 03/21/2023

  Thank you for your message. We are sorry to hear that the lenses were not working out for you. It does look as though our team did send a return label to you for the glasses to be returned for an inspection. Once the inspection has been completed, we will follow up via email with the results and next steps for you. 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19531834
  
  I am rejecting this response because:I dont want to send them until I know I wont be expected to only receive store credit or only half what I paid. Of course their test will show theyre correct because they made them. The issue isnt whether or not the strength was done correctly. Its the fact that everything is sloped when I look through the glasses while theyre on my face causing me to run into things and I have almost fallen down the stairs multiple times due to this issue. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/23/2023

  If an error is found in manufacturing we will be able to either remake the glasses for you, or offer a full refund. The other return options as outlined on the website if you do not choose to do the inspection are the return for 50% refund or a 100% store credit.

• Initial Complaint

  Date:03/02/2023

  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 ordered a pair of glasses and now Im being told that I will only get 50% of my money back because I dont want you to remake anything for me. I have sent the glasses back after having them for only a week and noticing they were blurry and not made correctly after seeing my optometrist for an adjustment. I want 100% refund, not 1/2 of what I paid when you didnt get the glasses made right the first time!! Im also attaching the email saying they werent made correctly by your own standards, so Id like ALL of my money back.

  

  Business Response

  Date: 03/03/2023

  Thank you for reaching out. We are so sorry to hear that there was trouble with the glasses. We would be happy to offer a full refund to your original payment method. We will put in the request for your refund today, and we will email you as soon as the refund has been issued. Please be aware that depending on your financial institution it may take up to ten business days for the refund to be reflected on any bank statements. 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 and we would be happy to help.

  Customer Answer

  Date: 03/04/2023

  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. They issued my refund. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/28/2023

  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 bought glasses sent correct prescription and we got the wrong prescription. Had to go to another Eyewear place with same prescription to get glasses and he couldn't use the lenses that zenni Optical sent as they were blurry. He couldn't see with them. And made him dizzy as he couldn't see. I contacted them and they refused to give refund.

  

  Business Response

  Date: 03/02/2023

  Thank you for reaching out. We are sorry to hear that the glasses for your son are not working out. We do have the option if you would like to return the glasses for an inspection to see if something was off in manufacturing, or they can be returned for either a 100% store credit or 50% refund as outlined in our return policy on the website. If you can send a copy of the original prescription over to us via email at *********************************** by phone at **************, via chat on our website, or on social media we would be happy to verify everything and set up the best return option for you. 

• Initial Complaint

  Date:02/23/2023

  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.

  Zenni refuses to repair glasses, even if you offer to pay for the shipping and repair work. Im sorry but this seems ridiculous to me. Im sure it was in the fine print but they dont markedly point it out or warn you that they wont take accountability for their product.

  

  Business Response

  Date: 02/24/2023

  Thank you for reaching out. We are sorry to hear if there was any trouble with the glasses. It does look as though our team has offered to send a replacement frame to you. If you can please confirm with us via email at *********************************** or by phone at **************, if you would like the replacement frame we would be happy to help.

  Customer Answer

  Date: 02/26/2023

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

• Initial Complaint

  Date:02/18/2023

  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 purchased a pair of ANSI Z87 safety glasses on September 14th 2022. The cost was $118.Recently the frame pivot point for the left temple failed leaving the glasses unusable, weak plastic hinge. I reached out to several customer service people on the phone on what the best course was to get fixed or replaced, I fully understood the glasses were out of *************** customer service person instructed me to buy a new pair of frames with clear lenses for $30. I thought that was acceptable because they have a process for swapping out the lenses on line.In an attempt to buy the new frames with clear lenses, the web site did not allow the transaction without an up charge of $63 for 'safety clear lenses' which would bring the total close of what I paid originally.Another call to **************** yielded a policy that cannot be found on their web site that they will not sell either frames alone or frames that did not have safety lenses installed. I asked if there were equivalent frame non Z87 that I could swap the lenses, there were not. In a robotic type policy explanation from a **************** supervisor, they understood clearly that I just wanted frames but their policy would not allow it.The fact that they have no repair services and only a 30 day warranty leaves me with two options, spend $100 more for frames and replace the $63 clear lenses with my prescription lenses or buy another pair at full price.They did offer a 15% discount saying is 'was better than nothing'. I say nothing is better than another $100 and I will go elsewhere.All I want is a set of replacement frames that I would pay for, no lenses, no side *******; simple.I have been wearing safety glasses for over 40 years, Honestly these frames are not robust and should not be rated Z87. I have at least 4 pairs of AO glasses that are up to 20 years old but w/older scripts. All have metal hinges. I am extremely disappointed at their policies for defects/repairs.

  

  Business Response

  Date: 02/22/2023

  Thank you for reaching out to us. We are sorry to hear that happened with the safety glasses and can understand the frustration this has caused. It looks as though our agent over on social media ********** did offer to have a remake order made for you. If you can please confirm with the agent if you would like to do that, we will be more than happy to assist you! 

• Initial Complaint

  Date:02/16/2023

  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.

  I placed an order with Zenni; I accidentally ordered sunglasses instead if transitions; I called them and they sent me an email with a return label. I was using PayPal as a payment source. They credited me the $131.27 for my next purchase. When I went to change the order from sunglasses to transitions the total was $141.17 (not sure why the increase in price). I clicked on the apply the credit; then entered my credit card number to pay the additional $9.90; my credit card was charged the whole amount. So I cancelled the order and was refunded the whole amount. I no longer want to do business with Zenni and I am trying to get my PayPal account refunded (I have reported the issue with PayPal and they are trying to help). This took place February 11, 2023; to date no resolution. I just want to prevent this from happening to others....and if possible can your company assist me?

  

  Business Response

  Date: 02/16/2023

  Thank you for reaching out to us in regards to your order. It does look as though we have fully refunded the cancelled order, and that you were able to place a new order today, February 16, 2023, using the store credit of $131.27. Since the store credit was used for your new order (order number o5241754369) we are not able to refund the store credit. We do hope the new glasses work out well for you, and we will be here and happy to help if you need anything further.  

  Customer Answer

  Date: 02/17/2023

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

   

  I agree, thanks for looking into this.