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:12/03/2022

  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 ordered a pair of glasses from Zenni Optical on October 3rd, 2022. The order number was o5105895162.I received the glasses on October 15th. When I tried them on, the glasses were completely unusable. The reason for this, I believe, is that I have high miopia (***** and ***** power), and the Zenni Optical website did not correctly explain that higher index lenses must be used at these levels. While they did provide an unclear recommended index, they failed to make it clear that it's more than an aesthetic consideration (i.e. thickness), and that a lower index would deem the glasses completely unusable at these power levels due to severe levels of distortion (I'm not exaggerating here; looking through these glasses would give anyone a headache in a few minutes; it's like looking through a glass sphere). Frankly, they just shouldn't sell lower-index lenses with these power levels; even if there might be no malicious intent (which there might well be, as customers returning these orders will either lose money or only get store credit), it's just not right, and it misleads customers.I waited until December 2nd (I had an optometrist appointment that day, and wanted to ask them what was wrong with the glasses) to contact Zenni Optical, as I was under the impression that one had 60 days to return the glasses back (if you ****** "zenni optical return policy", that's what shows up in the featured snippet, but unfortunately it's actually 30 days + 7 days of grace ******** As I was 7 days too late (per their policy), a refund was refused. At any rate, they would only have offered a 50% cash refund, or 100% store credit. Following my experience, I had no interest in conducting business with them again, and don't think this return policy would have been a fair settlement. They sold me a low-quality product, tricking me to think that it would have been a decent pair of glasses. It was not. I demand a full refund, in cash, not in store credit.

  

  Business Response

  Date: 12/05/2022

  Thank you for posting your Zenni review of what appears to be the first order you placed with us, order o5105895162, placed on October 3, 2022, for one pair of single-vision distance eyeglasses.

  
  We were sorry to read that the lens you selected, the **** mid-index pure polycarbonate lens,was a poor choice for your strong prescription, and we apologize for any disappointment you experienced as a result.

  
  We entered your prescription on our website, and we found that the recommended lens is the **** single-vision high-index lens.

  
  We are also sorry that you did not select the recommended lens for your prescription.

  
  Even though we advised that, because you received this order on October 15, 2022, it was beyond the end of its 30-day warranty period, insofar as this appears to be the first order you placed with us, we can make a one-time customer service exception on your behalf to extend the warranty period to invite you to return these eyeglasses to us for one of our two refund options either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.

  
  If you would like to pursue this return option, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return the glasses to us for the refund option you select, when you provide the order number, o5105895162.

  
  We will also email you a prepaid mailing label to use for return postage.

  
  If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

  You may also email us, at *********************************** and if you choose this communication method, please put your order number, o5105895162, in the subject line of the email and please advise of the refund option you prefer.

  We will email you the instructions to return the eyeglasses to us for the refund option you select, and we will also email you the prepaid mailing label to use for return postage.

  
  We hope to hear back from you about this matter, in the additional hope that we may resolve it to your satisfaction, with the refund option of your choice.

  
  We also hope that you have a very happy holiday season!

  Customer Answer

  Date: 12/10/2022

  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.

  Zenni Optical provided an exception and allowed me to return the glasses in exchange for store credit for the full amount (except for shipping). This seems reasonable to me.
  
  Sincerely,
  
  ********************************* *****

• Initial Complaint

  Date:11/25/2022

  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.

  Date of transation: 11/05/2022 Zenni Optical Purchased a pair of recreational-use glasses for our 12 year-old son with prescription information trensferred to Zenni Optical from optometrist (*********************************). Total cost = $89.46 Upon arrival, son tried on and found to be extremely uncomfortable, even after several attempts to adjust as allowed. Contacted company for refund (as he is only person in the residence that is interested in services from this particular business) - they stated they could offer a 100% store credit - which would not apply like I said, due to the lack of satisfaction from product received warranting no interest in future business interactions. The only other option given was a 50% refund. This is unacceptable. I work quite hard for my money, and was giving this company an opportunity for new and future business. A FIFTY PERCENT REFUND IS ABSOLUTELY OFFENSIVE. I called the company via telephone to attempt resolution, spoke with 2 people live (one who's name was given as '******'), was put on hold for OVER 87 MINUTES waiting to communicate with a supervisor.

  

  Business Response

  Date: 11/29/2022

  Thank you for posting your Zenni review of what appears to be the first order you placed with us, order o5178980575, placed on November 5, 2022, for one pair of single-vision distance eyeglasses for your 12-year-old son.
  
  We were sorry to read that the frame you selected full-rim,rectangular, flexible-plastic, Bulls black-and-red sport protective ASTM F803 goggles,in frame model ******, with a frame width of 135 millimeters  did not fit him well.
  
  Consequently, we apologize for any dismay you and your son experienced as a result.
  
  We offered you a full refund of the price of the glasses upon their return if our inspection finds any manufacturing errors on the glasses,and we emailed you instructions to return the glasses for the inspection as well as a prepaid mailing label to use for return postage.
  
  We look forward to receiving and inspecting these eyeglasses,and if we find any manufacturing errors on the glasses, we will be happy to issue the full refund of $89.46 to the credit card you used to pay for them.
  
  We hope that this will resolve this matter to your satisfaction, and we also hope that you have a very happy holiday season!

• Initial Complaint

  Date:11/25/2022

  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.

  Date of Transaction 09/25/2022. Zenni Order Confirmation Order #o3386500291 $132.80. | Return for inspection 10/11/2022. Reason Rx glasses are blurry vision. Based on previous orders over the years I know something is wrong and tried to seek professional assistance from Zenni Optical to resolve this issue. Also, was able to determine by covering left eye the right eye is blurry and the left eye is not perfect vision. Request approved by Zenni Optical to return for Rx inspection. Zenni advise to allow 14 business days after receipt of Rx glasses for the inspection to be completed; "Please allow 14 business days (excluding weekends and holidays) after your glasses have been sorted and processed into our system for inspection. Your results and return options will be sent via email as soon we have completed your inspection." This time lapsed and I contacted Zenni for status update. Was requested to wait a couple more days and another week passed with no result or communication from Zenni Optical. Contact Zenni again and again... this is ongoing six weeks now. Last contact I requested full credit to be issued so I may repurchase my glasses. This has not occurred. Due the continued delay and lack of response I now seek full refund. Zenni Optical **************** is not trying to resolve the issue.

  

  Business Response

  Date: 11/29/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website about the time it is taking to inspect the eyeglasses you returned, from order o3386500291, placed on September 25, 2022.
  
  We were sorry to read that you could not see well through the lenses of these premium progressive eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz blue-light-blocking feature.
  
  Consequently, we apologize for any dissatisfaction you experienced as a result.
  
  We are also sorry for the time it is taking us to inspect your eyeglasses, and we apologize for this matter, as well.
  
  When you emailed us about this matter on November 14, 2022, and requested a full credit refund, we emailed you in response to ask if you want the 100 percent store credit refund, and we have not heard back from you.
  
  Therefore, we hope that you will advise whether you will accept the 100 percent store credit refund, which we will be happy to issue to your Zenni account.
  
  We hope that this will resolve this matter to your satisfaction, and we also hope that you have a very happy holiday season!

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18462024
  
  I am rejecting this response because: The full store credit was requested to be completed in 24 hours and not issued. I did not ask for any additional emails. Any additional emails is fruitless and baseless.

  Zenni did not take action as requested within 24 hours (after many weeks of inaction). Why would you yet send another email after being directed to immediately issue store credit?

  Store credit is no longer acceptable. Zenni was unresponsive and did not fulfill the agreement. I had to move on to get glasses that I could see with. The only option now is to generate refund back to my credit card. I expect action (no more inept emails or delays); the refund is to be completed immediately.
  

  
  Sincerely,
  
  Mr. *****************************

  

  Business Response

  Date: 12/01/2022

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.

  
  We are sorry that we have not yet inspected these eyeglasses, and we apologize for any dissatisfaction you experienced as a result.

  
  Therefore,we are going to ask our lab to issue a full refund, $132.80, of what you spent on this order to the credit card you used to pay for it.

  
  You should receive an email from our lab later tonight or tomorrow, confirming this $132.80 credit card refund with a transaction number.

  
  We apologize again that we have not yet inspected the glasses, and we hope that this full refund will resolve this matter to your satisfaction.

• Initial Complaint

  Date:11/25/2022

  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 online from Zenni using a recent prescription issued by my optometrist. When I received the glasses, I couldn't see through them. They asked me to scan in the actual prescription and when I did, I received an apology email stating that they had made a slight error in processing the glasses. The only offer I could choose was to order another pair using a store credit or receive half of my payment back. I opted to get the credit - but then have found it extremely difficult to figure out how to re-order. I just want my money back. It was because of their error that the glasses couldn't be used. Here is the email I received:Re: Order # o5018146891 Dear *****************************, We've completed the inspection on your glasses for order # o5018146891 and found that the PD was made slightly out of tolerance. We apologize for any inconvenience this has caused and are ready to remake the glasses for you. If you prefer not to remake the glasses, we are happy to offer you a one-time Store Credit of $62.52 for your return. If you choose the Store Credit, please note that it will be applied to your Zenni account. To use it for future orders, simply select it as a payment type during checkout and apply. You are not required to enter any numbers or codes when applying Store Credit to your order. Store Credit never expires and can be spread across multiple orders until it is all used up.

  

  Business Response

  Date: 11/29/2022

  Thank you for posting your Zenni complaint of what appears to be the first order you placed with us, order o5018146891, placed on August 29, 2022, for one pair of single-vision eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses.
  
  We were sorry to learn that when you returned these eyeglasses to us for an inspection, we found that we entered the pupillary distance (PD) values incorrectly.
  
  Consequently, we apologize for this manufacturing lapse.
  
  You declined our offer of a free remake of the glasses in favor of a full refund of what you spent on the order, $62.52, which we issued on November 25, 2022,switching the store credit refund we had initially issued to the full refund to the credit card you used to pay for the order.
  
  We were sorry to read that you have found it difficult to place a new order, and we apologize for any confusion you experienced as a result.
  
  Insofar as you entered the prescription and PD correctly, based on the prescription copy you provided that is uploaded to the database record of order o5018146891, to place a new order you would simply enter the values you used on the previous order.
  
  If you would like our assistance in placing a new order, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be happy to assist you in entering your prescription and PD values, and it would be good if you confirm that the prescription with the PD is uploaded to the database record of order o5018146891.
  
  We hope to hear back from you, if you would like our assistance when you are ready to place your next order.
  
  We also hope that you have a very happy holiday season!

• Initial Complaint

  Date:11/21/2022

  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 10/13/22, I ordered my first pair of glasses from Zenni Optical. I used the same prescription I have used for previous eyewear including glasses and contacts. It's the same prescription I have used for years. Well, upon receiving my new glasses, I noticed a slight vision distortion that caused a headache after hours of wearing them. I initiated a return for the faulty glasses. I was asked to send in a prescription from my eye doctor. I sent the prescription that I received on 10/28/22, even though I used my older prescription for these glasses. On this newer prescription, it says I have a SLIGHT astigmatism. This is the first I have ever heard of this, and even my eye doctor admitted that a number this low (CYL *****, AX 001) could be an error and may not show up on a repeat exam. Even if the prescription is correct, per my eye doctor, this astigmatism would be too slight to be noticeable. That is to say, the alleged astigmatism, mistake or not, is not what caused my issue with the glasses. However, upon seeing this new prescription, this astigmatism was all the agent I spoke to would focus on. They refused to hear this explanation and insisted that this is what caused my problem, that I entered my prescription incorrectly, and therefore the issue is my fault. As a reminder, I received this prescription AFTER I ordered the glasses. The prescription I used for these glasses was the one for last year, that I've comfortably used to order eyewear multiple times as recently as two months ago. I will be sending a copy of this older prescription to Zenni as soon as I can, but I am disgusted by the quick and immediate blame shifting. The agent refused to listen to what I was told by my eye doctor, and focused only on what could possibly shift blame from Zenni and their obviously faulty glasses. That is to say, that if you have an issue with glasses from Zenni, they will try any and everything to blame you for it, even if it is blatantly their fault. Buyer beware

  

  Business Response

  Date: 11/22/2022

  Thank you for posting your Zenni complaint of what appears to be the first order you placed with us, order o5121892417, placed on October 13,2022, for one pair of single-vision distance eyeglasses in full-rim,rectangular, flexible-plastic, glow-in-the-dark frame *******, with a frame width of 137 millimeters.
  
  As we stated in our response to your Consumer Affairs review,we were sorry to read that the frame is barely changing color in a dark room,and that the prescription in the lenses seems off. Consequently, we apologize for any disappointment you experienced as a result.
  
  We were also sorry to learn that instead of providing a copy of the prescription you used to place the order, you provided a copy of a prescription you later received, which has an astigmatism correction for the left (OS) eye.
  
  Since this prescription is more recent than the prescription you used to place the order, we were disappointed to learn that you placed the order with a previous prescription, rather than your current prescription.
  
  This precludes returning the eyeglasses for an inspection of the prescription, since we require customers to enter their current prescription when they place their orders.
  
  On November 16, 2022, during an online Chat session, you advised that you would like to return the glasses for a 100 percent refund of their price in the form of store credit to your Zenni account.
  
  Therefore, we emailed you instructions to return the glasses to us for this refund, and we also emailed you a prepaid mailing label to use for return postage.
  
  We look forward to receiving the returned eyeglasses, so that we may issue this 100 percent store credit refund to your Zenni account, which we hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18448596
  
  I am rejecting this response because: 

  I specifically said I want a 100% refund. Not a store credit. I want the money back, period. In my experience, when companies are this cagey regarding returns, it's because they process a LOT of returns. Companies that are confident in their products and don't hemorrhage money via returns don't act this way. Why else would a multimillion dollar company be so bent out of shape over fixing their mistake regarding a thirty something dollar order? No, I don't want a new pair of glasses from Zenni. I have zero confidence in this company at this point. I want my money back and my hands washed of this nonsense.

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

  

  Business Response

  Date: 11/23/2022

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.
  
  As we advised, if you return these eyeglasses to us for an inspection, and if our inspection finds any manufacturing errors on the glasses, we can issue a full refund, $32.25, of what you spent on this order to the credit card you used to pay for it.
  
  However, if we find no manufacturing errors, we can return the eyeglasses to you or issue either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for it.
  
  We hope to receive the eyeglasses soon, so that we may inspect them and, we hope resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18448596
  
  I am rejecting this response because:

   

  As others have said, I don't trust this company to be unbias. I feel as though the glasses are going to be deemed "flawless" because you guys don't like to own up to your mistakes. Seeing as almost every other complaint here is about the exact same issue I'm having, yeah, no thanks. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 11/29/2022

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.

  We were sorry to read that you believe we would not accurately report the results of our inspection, and we apologize for your lack of confidence in our professional integrity.

  We want to confirm that if we find any manufacturing errors on the glasses, we accurately report these errors in our inspection results, and we regret that you do not believe that we would accurately report the results of our inspection.

  As we advised, if you return the glasses for an inspection, and our inspection finds any manufacturing errors on the glasses, we can offer you a free remake of the glasses or a full refund to the credit card you used to pay for the glasses.

  We hope that you will return the glasses for the inspection, so that we may inspect them and email you the inspection results.

  We also hope that you have a happy holiday season!

• Initial Complaint

  Date:11/19/2022

  Type:Sales and Advertising 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 progressives from Zenni and followed instructions on how to enter prescription strength and PD. I even watched tutorials on how to measure and read the company's website on how to measure. I did all that was asked and these glasses are CRAZY...not just a small adjustment to new glasses. Items in my vision actually morph shape and I can read unless I tip my head up. If the reader will notice, every company response is the same - blaming the customer for a wrong entry or wrong measurement even if copied correctly from the doctor. Do not buy from this company. They have 16 pages of complaints and it's all the same - bad workmanship, bad business.

  

  Business Response

  Date: 11/21/2022

  Thank you for posting your Zenni complaint of the first order we see you have placed with us, order o5177009426, placed on November 1,2022, for one pair of premium progressive eyeglasses.
  
  We were sorry to read that you could not see well with these eyeglasses, and we apologize for any dissatisfaction you experienced as a result.
  
  We want to confirm that if a customer confirms with a copy of the prescription they received from their eye doctor that they entered their prescription and pupillary distance (PD) correctly on an order, and they return the eyeglasses to us for an inspection, if our inspection were to find any manufacturing errors on the glasses, we will offer to remake them for the customer for free.
  
  However, if the customer provides a copy of the prescription they received from their eye doctor, and the copy shows that the customer entered their prescription or PD incorrectly, we will offer them one of our two refund options upon the return of the glasses a 100 percent refund of the price of the glasses in the form of store credit to their Zenni account or a 50 percent refund to the source of payment.

  
  We were sorry to read the note in the database record of the order indicating that when you contacted us about this matter on November 19, 2022, you declined to contact your eye doctor to provide a copy of the prescription.

  
  Without confirmation of the prescription you received from your eye doctor, and confirmation of how the PD was obtained,we will be unable to inspect the glasses to determine if we made them correctly.

  
  We hope that you will change your mind and provide a copy of the prescription and confirmation of how the PD was obtained, so that we may inspect the eyeglasses.

  
  Nevertheless, in lieu of an inspection, you will be able to return the glasses to us for one of the two previously outlined refund options if you contact us to request emailed instructions to return the glasses to us for the refund option you prefer.

  
  We will also email you a prepaid mailing label to use for return postage.

  
  Therefore, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you when you provide the order number, o5177009426.

  
  If you change your mind and obtain a copy of the prescription from your eye doctor, please have it handy when you call, because the customer service representative will ask you to email it to them to confirm that it was entered correctly.

  
  If the PD is not on the prescription,please confirm how it was obtained self-measurement, friend or family member measurement, or eye doctor measurement.

  
  Based on statements in your complaint, it seems that you measured the PD yourself.

  
  If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

  
  You may also email us, at *********************************** and if you choose this communication method, please put your order number, o5177009426, in the subject line of the email and please attach a copy of the prescription you received from your eye doctor to the email.

  
  If the PD is not on the prescription, please advise in the body of the email how it was obtained self-measurement, friend or family member measurement, or eye doctor ************************* you confirm that you entered the prescription and PD correctly, we will email you instructions to return the glasses to us for an inspection, and we will also email you the prepaid mailing label to use for return postage.

  
  If it turns out that something was entered incorrectly on the order, we will email you instructions to return the glasses for one of our two refund options either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.

  
  We look forward to hearing back from you, in the hope that we may resolve this matter to your satisfaction,with an inspection or one of our two refund options.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18441645
  
  I am rejecting this response because I did not "decline to contact my eye doctor to provide a copy of the prescription". I told your woefully incapable customer service representative that I was in a different city to my Rx and would need some days to get a copy. 

  As usual, the customer is both misrepresented and faulted for a very terribly cut pair of glasses. Pitiful. 

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

  

  Business Response

  Date: 11/22/2022

  Thank you for advising that you intend to provide a copy of the prescription that you used to place the order.

  If the prescription you provide matches what you entered on the order and you return the glasses to us for an inspection, if our inspection finds any manufacturing errors, we will offer to remake the glasses for you for free.

  But if it turns out that something was entered incorrectly on the order, or if our inspection finds no manufacturing errors, we can return the eyeglasses to you or offer you one of our two refund options either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.

  We thank you again for posting your rejection to our response, and we look forward to receiving the copy of the prescription in the hope that this will lead to a successful resolution of this matter.

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not getting a manager call back or relevant responses to my email. The reps are not reading my emails. My glasses that I ordered were not properly built. The frame is bigger than the lense so the lense does not sit inside the frame as it should. In result the glasses squeek, and the frames snap in/out of its place. Per last email that I'm waiting for a relevant reponse: 1. Glasses should never be squeaky. 2. You guys should put a disclaimer on your website indicating that gaps between lenses and frames is considered normal. Squeeking is also considered normal. And that some glasses may not have visible gaps or squeekiness, are also considered normal. These inconsistent designs across your glasses is considered normal per Zennis standards. Otherwise, you guys are falsely advertising your products. There can not be inconsistent quality or experiences with your glasses. 5. By me shipping them back and you guys "inspect" per your low standards, what happens next? What costs are associated with that? 6. Please share with me what standards the technicians follow that determine what is considered a defect and what is considered normal. 7. Which ISO standard are you following that support frames not fitting a lense? Order number o5177269344

  

  Business Response

  Date: 11/15/2022

  Thank you for posting your Zenni review of your most recent order, o5177269344,placed on November 2, 2022, for one pair of nonprescription eyeglasses with our Blokz blue-light-blocking feature, in full-rim, square, flexible-plastic, translucent frame *******, with green highlights and a frame width of 146 millimeters.

  
  We were sorry to read that the lenses are not securely fitted in the rims of the eyeglasses, and that the frame squeaks.

  
  Consequently,we apologize for any dissatisfaction you experienced as a result.

  
  When you contacted us about this matter on November 10, 2022, we emailed you instructions to return the glasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we also emailed you a prepaid mailing label to use for return postage.

  
  We see no notes in the database record of the previous order you placed, order o4663271914,placed on April 9, 2022, for nonprescription glasses with Blokz, in full-rim,square, flexible-plastic, tortoiseshell frame *******, with a frame width of 143 mm.

  
  We hope that you will return the nonprescription eyeglasses in frame ******* for the 100 percent store credit refund, which we also hope will resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  I dont want store credit. I want the FULL refund to my original method of payment. That includes the shipping. I had a great experience with my first purchase. My second purchase has been difficult. Therefore, I dont want to make another purchase to have to deal with this again. Given that your glasses offer different quality per each order. This inconsistency isnt pleasant.
  
  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/16/2022

  Thank you for posting your rejection of our response to your Zenni complaint.

  
  If you return these eyeglasses to us for an inspection, and if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to issue a full refund, $43.70, to the credit card you used to pay for the order.

  
  We look forward to receiving and inspecting the glasses, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  What are considered manufacturing errors? Also, per my last email your reps made statements im looking a response for' Please share with me what standards the technicians follow that determine what is considered a defect and what is considered normal. Which ISO standard are you following that support frames not fitting a lense? What happens if the technician claims, per your low standards, that there are no issues with the glasses, then what? 
  
  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/16/2022

  Thank you for posting your latest rejection of our response to your Zenni complaint.

  
  As we previously advised, if you return these eyeglasses to us for an inspection, and if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to issue a full refund, $43.70, to the credit card you used to pay for the order.

  
  If we find no manufacturing errors on the glasses, we can return them to you or issue either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.

  
  We look forward to receiving and inspecting the glasses, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  Thank you for the quick replies today! 

  I will ship them back to you guys, and we can continue from there. Im still waiting to hear back from you  regarding what is considered a defect and what is considered normal,  and which ISO standards you guys follow that you claim the glasses passed. 

  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/17/2022

  Thank you for posting your latest rejection of our response to your Zenni complaint on the Better Business Bureau website.

  
  When we receive the glasses for the inspection, we will inspect them based on your description of their defects to determine whether the lenses fit properly in the rims of the frame, and whether the frame squeaks.

  
  When we have inspected the glasses, we will email you the inspection results.

  
  if our inspection finds any manufacturing errors on the glasses, we can make a one-time customer service exception to remake the glasses for you for free or issue a full refund, $43.70, to the credit card you used to pay for the order.

  
  If we find no manufacturing errors on the glasses, we can return them to you or issue either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.

  
  We look forward to receiving and inspecting the glasses, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  You guys keep ignoring my questions. Third time is maybe the charm?

  
  Im still waiting to hear back from you  regarding what is considered a defect and what is considered normal,  and which ISO standards you guys follow that you claim the glasses passed. Also, are you guys going to pay for shipping?

  
  Sincerely,
  
  Inna Guminskiy

  

  Business Response

  Date: 11/17/2022

  Thank you for posting your rejection of our response to your Zenni complaint on the Better Business Bureau website.

  
  We emailed you a prepaid mailing label to use for return shipping.

  
  When we receive the glasses, we will inspect them for the issues about which you complained we will examine the glasses to determine whether the lenses are correctly inserted in the rims of the frame, whether the temple arms work correctly, and whether the lenses squeak.

  
  We hope to receive these returned eyeglasses soon, so that we may inspect them and email you the inspection results, which we hope will lead to a successful resolution of this matter with a free remake of the glasses if our inspection finds any defects, or with a full refund to the credit card you used to pay for the order.

  
  If we do not find any defects in the glasses, we can return them to you or issue one of our two refund options either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.

  
  We look forward to receiving the returned eyeglasses soon, so that we may inspect them and email you the inspection results, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/20/2022

   
  Complaint: 18401832
  
  I am rejecting this response because:

  Sounds good. I'll leave this case open until then.

  Again, I'm still waiting for a response from you regarding the last few interactions. Why are you deliberately ignoring to answer these?

   

  
  Im still waiting to hear back from you  regarding what is considered a defect and what is considered normal,  and which ISO standards you guys follow that you claim the glasses passed.
  Sincerely,
  
  Inna Guminskiy

• Initial Complaint

  Date:10/31/2022

  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 glasses using my doctor prescription. My doctor had already made a pair of glasses using the same prescription and they worked fine, but I wanted extra pairs for travel and fashion. I entered the same doctor prescription. The prescription was agreed by customer service to be entered correctly. The glasses arrived and they are un usable. I cannot see, there are blurry patches and really uneven glass moulding. A disaster! I tried to have them remade but customer service just said I had to alter the prescription and have them remade using the prescription that is modified by Zenni staff. Are Zenni staff qualified to alter my prescription? I continued to ask why don't the Zenni glasses work and the glasses made by my doctor so work? I still have no answer and I do not feel safe wearing an altered prescription unless it was altered by a doctor. I requested a refund but was told I could have a store credit but would be responsible for my own return shipping costs. This is so unfair. The prescription I submitted was fine and I am using glasses made by my doctor using my prescription to write this email. There are no blurry spots or wobbly glass.

  

  Business Response

  Date: 11/01/2022

  Thank you for posting your Zenni complaint on the Better Business Bureau website.
  
  We were sorry to read that you could not see well with the two pairs of standard progressive eyeglasses you ordered from us on October 6,2022, in order o5034063367, and we apologize for any dissatisfaction you experienced as a result.
  
  The prescription you provided to us that you received from your eye doctor matched the prescription you entered for these two pairs of eyeglasses, and the pupillary distance (PD) you entered, 65 millimeters, was provided by your eye doctor on the prescription.
  
  Since you mentioned to us in an email that you are having trouble finding the three focal fields (distance, intermediate,and near) on the lenses, we want to confirm that our standard progressive reading corridor is approximately ***** millimeters wide, and that there is no vision correction on either side of this progressive reading corridor.Therefore, we recommend that customers point their nose at what they are viewing on their computer or reading, rather than moving their eyes from side to side.

  In addition, we want to confirm that we have a standard placement for the top of the progressive reading corridor, which is 5 mm above the centerline of the lens.

  One of the frames you selected was full-rim,square, flexible-plastic, papaya-colored frame *******, with a frame width of 146 mm and a lens height of 45 mm. The centerline of a 45-mm-tall lens is at approximately **** mm up from the bottom, with the top of the progressive reading corridor placed at 5 mm above this, at approximately **** mm up from the bottom.

  
  The other frame was full-rim, aviator,stainless-steel, spring-hinged, silver frame ******, with a frame width of 140 mm and a lens height of 43 mm. Therefore, with a centerline of **** mm up from the bottom of the lens, the top of the progressive reading corridor would be at approximately **** mm up from the bottom of the lens.

  
  We hope that this information is helpful.

  
  We do not see any notes in the database record of this order indicating that we advised that you change the prescription you received from your eye doctor. You stated that you would like the glasses remade as single-vision reading glasses, so we recommended that you return these two pairs of eyeglasses to us for an inspection and order a pair of single-vision reading glasses separately.

  
  We stated that if our inspection were to find any manufacturing errors on the two pairs of standard progressive eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.
  
  In addition, contrary to your statement, you would not have to be responsible for the return shipping cost. We will email you the instructions to return these two pairs of eyeglasses to us for the inspection,and we will also email you a prepaid mailing label to use for return postage.
  
  Please do not mail the glasses back to us without receiving the emailed return-for-inspection instructions and the prepaid mailing label,because if you do, this could result in a delay in our receiving and inspecting the glasses.
  
  We hope that you will contact Zenni ***************** via telephone at **************, or via Chat, accessible by clicking the button labeled Support at the lower right-hand corner of every page of the Zenni website, or by email, at **********************************,to obtain instructions to return the glasses for the inspection and the prepaid mailing label to use for return postage.
  
  If you contact us by email, please put your order number, o5034063367,in the subject line of the email and in the body of the email please advise that you would like emailed instructions to return the glasses to us for an inspection and a prepaid mailing label to use for return postage.
  
  We look forward to hearing back from you and receiving the eyeglasses for an inspection, which we hope will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18339603
  
  I am rejecting this response because: The doctor made glasses for me using the same prescription. The frames made by the doctor are large size frames similar to the pairs I purchased from Zenni. The glasses made by the doctor have no wobblers in the glass and I have clear visit when using them. These glasses made by the doctor are using the same prescription that Zenni used, but the Zenni glasses are dangerous to my eye health. I should not be forced to keep and pay for a flawed product, a product flawed by low quality and error in production. I am entitled to am working product for my purchase price. The flaws in the Zenni glasses go beyond the issues being claimed by Zenni, there are deep flaws in the lense of the glasses that cannot be addressed through altered prescription or altered pupillary distance. These glasses are un usable and I am owed a full refund. 
  
  Sincerely,
  
  L ******

  

  Business Response

  Date: 11/01/2022

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.
  
  As we stated in our response, if you return the two pairs of standard progressive eyeglasses to us for an inspection, and our inspection finds any manufacturing errors on the eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.
  
  We hope that you will telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return these two pairs of standard progressive eyeglasses to us for an inspection, as well as emailing you a prepaid mailing label to use for return postage.
  
  We look forward to receiving and inspecting these eyeglasses,and when we have done so, we will email you the inspection results.
  
  If we find no manufacturing errors on the glasses, we can return them to you or issue a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.
  
  We hope that we will hear back from you soon, in the additional hope that receiving and inspecting these glasses will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/01/2022

   
  

   

  Complaint: 18339603
  
  I am rejecting this response because: I will take the glasses to my own specialist to have them examined for quality. I do not trust Zenni to be honest in any transaction. Zenni has yet to explain why the prescription works when a professional makes the lenses but when Zenni makes the lenses the glasses are useless. Can Zenni please explain why their glasses do not function the same way professionally manufactured glasses work using the exact same prescription and about the same size lenses.
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/02/2022

  Thank you for posting your second rejection of our response to your Better Business Bureau complaint.
  
  As we stated in our previous response, if you return the two pairs of standard progressive eyeglasses to us for an inspection, and our inspection finds any manufacturing errors on the eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.
  
  We hope that you will telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return these two pairs of standard progressive eyeglasses to us for an inspection, as well as emailing you a prepaid mailing label to use for return postage.
  
  We look forward to receiving and inspecting these eyeglasses, and when we have done so, we will email you the inspection results.
  
  If we find no manufacturing errors on the glasses, we can return them to you or issue a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.
  
  We hope that we will hear back from you soon, in the additional hope that receiving and inspecting these glasses will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18339603
  
  I am rejecting this response because:
  The glasses made by my optometrist work perfectly and they use the exact same prescription. I am having the glasses inspected by a professional I trust and I will submit the findings to BBB for review. I do not trust Zenni to act in good faith. I have been trying to work with customer service for weeks, they do not even bother to reply to customer inquiry and they still cannot explain why their glasses do not work despite having the same prescription as the glasses made by my doctor.
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/02/2022

  Thank you for posting your most recent rejection of our latest response to your Better Business Bureau complaint.

  As we stated in our previous responses, if you return the two pairs of standard progressive eyeglasses to us for an inspection, and our inspection finds any manufacturing errors on the eyeglasses, we can make a customer service exception to issue a full refund of what you spent on this order to the credit card you used to pay for it.

  We hope that you will telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you with emailed instructions to return these two pairs of standard progressive eyeglasses to us for an inspection, as well as emailing you a prepaid mailing label to use for return postage.

  We look forward to receiving and inspecting these eyeglasses, and when we have done so, we will email you the inspection results.

  If we find no manufacturing errors on the glasses, we can return them to you or issue a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.

  We hope that we will hear back from you soon, in the additional hope that receiving and inspecting these glasses will lead to a successful resolution of this matter.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18339603
  
  I am rejecting this response because:
  After I have these glasses inspected by then licensed opthalmologist that wrote the prescription. I will mail them back for Zenni to examine them for quality. 
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/03/2022

  Thank you for posting your latest rejection of our response to your Better Business Bureau complaint.

  We will be eager to receive the eyeglasses for an inspection after your eye doctor has inspected them.
  
  If you receive a printout of your eye doctors inspection results, we invite you to enclose a copy of the printout with the inspection results, so that our inspector may view your eye doctors inspection results.
  
  We look forward to receiving and inspecting these eyeglasses and emailing you the inspection results, which we hope will lead to a successful resolution of this matter.

  

  Business Response

  Date: 11/03/2022

  Thank you for posting your latest rejection of our response to your Better Business Bureau complaint.

  We will be eager to receive the eyeglasses for an inspection after your eye doctor has inspected them.
  
  If you receive a printout of your eye doctors inspection results, we invite you to enclose a copy of the printout with the inspection results, so that our inspector may view your eye doctors inspection results.
  
  We look forward to receiving and inspecting these eyeglasses and emailing you the inspection results, which we hope will lead to a successful resolution of this matter.

• Initial Complaint

  Date:10/31/2022

  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 2 pair of glasses for my wife. Uploaded her script BUT the only thing this Zenni Optical got right was the frame style. Unusable as glasses were made to a different prescription than ordered. Will not reorder.

  

  Business Response

  Date: 10/31/2022

  Thank you for posting your Zenni review of your order o5106438666,placed on October 3, 2022, for two pairs of single-vision eyeglasses with our Blokz blue-light-blocking feature.

  
  We were sorry to read the notes in the database record of this order that the prescription was entered incorrectly.

  
  Consequently, we apologize for any confusion or misunderstanding when you placed this order.

  
  You returned these two pairs of eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we issued this refund on October 20, 2022.

  
  We hope that you will place a new order for single-vision eyeglasses for your wife with her correct prescription, and if you need any assistance when you are placing this order, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18336079
  
  I am rejecting this response because: I am not interested in a "CREDIT" for a future purchase as I have no intention of ordering from this merchant again. The merchant did not fulfill their "contractual obligation" to provide the correct product ordered after waiting almost 2 weeks for the wrong glasses to ship. The items received were sent back with the **** trackable RMA label provided by Zenni. I expect a 100% refund back to my credit card.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/01/2022

  Thank you for posting your rejection of our response to your Better Business Bureau complaint.

  
  We are sorry that this continues to be a matter of concern.

  
  We want to confirm that, when a customer enters the prescription or anything else on the order incorrectly, the return options are a ****************************************************************************************************** a 50 percent refund to the source of payment, in this case a PayPal account.

  
  As we mentioned in our response, you returned these two pairs of eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we issued this refund on October 20,2022.

  
  Once again, we hope that you will use the store credit we issued toward the payment of a new order for single-vision eyeglasses for your wife with her correct prescription.

  
  If you need any assistance when you are placing this order,we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you.

  
  

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18336079
  
  I am rejecting this response because: The customer did NOT enters the prescription or anything else on the order incorrectly! They were made to a different script than ordered. NOT willing to deal with the lack of quality control or lack of customer service by ****************** & will not be bullied by a big company when Zenni was at fault.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/02/2022

  Thank you for posting your latest rejection of our response.We are sorry that this continues to be a matter of concern.

  
  As we mentioned in our previous response, you returned these two pairs of eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and we issued this refund on October 20, 2022.

  
  Once again, we hope that you will use the store credit we issued toward the payment of a new order for single-vision eyeglasses for your wife with her correct prescription.

  
  If you need any assistance when you are placing this order,we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18336079
  
  I am rejecting this response because:I returned eyeglasses that were made wrong to Zenni for a 100 percent refund! NOT a refund of their price in the form of store credit to your Zenni account as I will not order from Zenni again. I did not received the correct items ordered. A credit from Zenni in the form of a store credit is NOT acceptable. Wife has now bought replacement glasses from America's Best Eyewear that were made correctly.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/02/2022

  Thank you for posting your most recent rejection of our response to your Better Business Bureau complaint.

  
  If you would like us to remove the 100 percent store credit refund of $76.32 we issued to your Zenni account on October 20, 2022, and instead issue a 50 percent refund, $38.16, to the PayPal account you used to pay for the order, we invite you to telephone Zenni ***************** at **************, and anyone who answers will be eager to assist you when you provide the order number, o5106438666, to the customer service representative who answers.

  
  If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

  
  You may also email us, at *********************************** and if you choose this communication method, please put your order number, o5106438666, in the subject line of the email, and in the body of the email please advise that you would like us to remove the 100 percent store credit refund, $76.32, and instead issue a 50 percent refund, $38.16,to the PayPal account you used to pay for the order.

  
  We hope to hear back from you with this request, in the additional hope that this may resolve this matter to your satisfaction.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18336079
  
  I am rejecting this response because: Zenni did NOT fulfill the contractual obligation to fulfill the order placed. NOT acceptable by any means. I can see why you only use PayPal as a payment method as they don't back customers. Nice business model though - give customers a 50% refund on an order "Zenni manufactured wrong". No wonder there are over 120 unresolved complaints with the BBB regarding the same issue. Thinking I would accept a 50% refund is ridiculous and unacceptable.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/27/2022

  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.

  July-October 2022.Zen I Optical Online Order.I call to return and am told I already used my one time return on a pair of glasses (they sent the wrong ones!) but its using my one time return on. Explain how any of these mistakes are my problem. Now IF I want to try again for a third time to see if they can get this right, I have to pay for the shipping to return and 1/2 the cost of the new pair I pick. They will only give me a50% discount. They refused to understand that these returns werent me changing my mind about the glasses but their errors. Months and I still have no glasses. I want a return and a rushed order to make my SINGLE LENS correct prescription for READERS, not bifocals, or if they want to replace instead of store credit the first pair, fine as long as they are double checked that they are the correct prescription as the last pair were someone elses presciption. Either way I want glasses rush ordered.

  

  Business Response

  Date: 10/28/2022

  Thank you for posting your Zenni review of your experience ordering eyeglasses from us.

  When you returned the premium progressive eyeglasses from your first order, o4889413551, placed on July 9, 2022, for an inspection, because you felt that the prescription was too strong, we were sorry to learn that our inspection found manufacturing errors on the glasses.

  Consequently, we apologize for any dissatisfaction you experienced due to this manufacturing lapse.

  We offered you either a free remake of the glasses or a 100 percent refund of what you spent on them in the form of store credit to your Zenni account.

  Because you liked the frame you selected for the progressives full-rim, rectangular, mixed-material, tortoiseshell frame *******, with black, stainless-steel temple arms and a frame width of 144 millimeters you asked that we remake the glasses as single-vision readers in the same frame.

  We were sorry to confirm that the remake option would only be a remake of the glasses with the same prescription used, and that we regret that frame ******* had been discontinued.

  You accepted the 100 percent store credit refund, and you used the store credit to purchase a pair of bifocal eyeglasses in full-rim, cat-eye rectangular, flexible-plastic, translucent floral frame *******, with a frame width of 135 mm on order o5074876968, placed on October 14, 2022.

  However, you entered different prescription values in the Spheres and a different pupillary distance (PD) value for the left eye on this order.

  We apologize for any confusion or misunderstanding you experienced when you placed this order for bifocals.

  We want to advise that, for single-vision reading glasses, the practice is to add the near-vision reading addition correction (NV-ADD) on the prescription, +****, to the values in the Spheres.

  The right eye (**) Sphere on the prescription is +****.Therefore, when you add +**** to +****, you get +****. This is what should be entered in the ** Sphere for a near-vison reading correction.

  The left eye (**) Sphere on the prescription is +****.Therefore, when you add +**** to +****, you get +****. This is what should be entered in the ** Sphere for a near-vison reading correction.

  In addition, for single-vision reading glasses, a dual PD should be lowered by 1.5 mm.

  On order o4889413551, you entered a dual PD of 30 mm (**) and **** (**). However, on order o5074876968, you entered a dual PD of 30 mm (**) and **** mm (**).

  The U.S. ************** advises that this order was delivered to you on October 25, 2022, which means that it is within its 30-day warranty period, which starts the day the glasses are delivered.

  Orders paid for entirely with store credit can be returned for a 50 percent refund to the original source of payment, in this case, a credit card.

  Therefore, if you would like to return these eyeglasses to us for the 50 percent credit card refund, we invite you to telephone Zenni ***************** at **************, and anyone will be happy to assist you when you provide the order number, o5074876968.

  We will email you instructions to return the glasses to us for this refund, and we will also email you the prepaid mailing label to use for return postage.

  If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

  You may also email us, at *********************************** and if you choose this communication method, please put your order number, o5074876968,in the subject line of the email, and in the body of the email please advise that you would like emailed instructions to return the bifocals for a 50 percent refund to the credit card you used to pay for the first order.

  We will email you instructions to return the glasses to us for this refund, and we will also email you the prepaid mailing label to use for return postage.

  We look forward to hearing back from you, in the hope that we may resolve this matter to your satisfaction,with the 50 percent credit card refund.

  Moreover, when you are ready to place your next order for single-vision reading glasses, we hope that you will telephone Zenni ***************** where anyone who answers will be eager to assist you in placing the order for the correct prescription type and with the correct prescription.