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:10/17/2024

  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 recently ordered two pairs of glasses from this company. Afterwards, I tried logging in using the ****** login feature, which Ive used since opening this account and could not get in. I attempted multiple troubleshooting attempts with customer support to no avail. Ive tried a number of times to communicate with zenni via email, but they continue to respond with cookie cutter responses and repeating the same thing with no real help or support to access my account. I need assistance getting access to my account

  

  Business Response

  Date: 10/21/2024

  Thank you for your message. We are sorry that you had trouble with logging into your account and understand the frustration. Our team has gone ahead and fixed the social login issue for you. Please reset your password and then try to login again. If you encounter any other trouble with logging in, please get back to us via email and we will be more than happy to assist you. 

• Initial Complaint

  Date:10/12/2024

  Type:Sales and Advertising 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 complete an order on September 20 and as of today have not received the order. The tracking informations shows that the item had been in ********** ********** since October 1. I have been in contact with them since October 4 requesting a refund due to the fact the item has been lost in transit. They are basically giving me the run around in regards to a refund.

  

  Business Response

  Date: 10/14/2024

  Thank you for your message. We are sorry to hear that there was any trouble with the order. Our team did refund the order in full on October 12, 2024 with transaction ID 8vwx9750. We did email you a confirmation of the refund, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. 

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22414606, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Taja Davis

• Initial Complaint

  Date:10/11/2024

  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 in January of 2024. This frames recently broke today, less than a year from the date of purchase. I emailed Zenni and was first told it was past the 30 day warranty. Then in the same email was told to send the order number, which I had already provided, and they would get back to me with a solution to help me. Next, I was asked to please send a picture of the broken glasses which I did. Not even 5 minutes later, I received a response stating that since my frames were more than 6 months old, they wouldnt be able to replace them because my lenses might not fit their new batch of frames, but I could go to their website and purchase a pair of the same frames and pop my lenses right in. Why would the frames that I purchase fit my lenses, but them replacing the same frames would not work? And why ask me for a picture of the frames when they already knew they were more than 6 months old? What sense does any of this make?

  

  Business Response

  Date: 10/18/2024

  Thank you for your message! We are sorry to hear that your frames are damaged. Unfortunately, the order from January 2024 is outside of warranty at this time for any sort of return or replacement. I understand how frustrating it can be to feel uncertain about the compatibility of your lenses with the replacement frames. While we strive to maintain consistency in our products, small variations may occur between different batches of frames. If you would like, we are happy to offer you a code for 15% off towards a new order. If you would like us to provide you with a promotional code, please respond to our most recent email so we can get that information for you! 

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22413342
  
  I am rejecting this response because: I dont understand why you all had me send in pictures of the frames claiming that you could help me find a solution to the problem when you already knew the date I purchased the frames. That was a waste of my time and giving false hope to me, thinking I would receive actual service. 15% off is nothing. You all have 15% off sales every other week.  I dont have money to keep investing in a product that should have lasted longer than a few months. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/24/2024

  Thank you for your message. While we understand the frustration, the order is unfortunately outside of warranty at this time and we are not able to offer any sort of remake or return for you. For your reference, we have linked our return and warranty policy here for you. If you decide you would like a promotional code towards a new order, please let us know and we would be more than happy to provide one for you. 

   

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

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22413342
  
  I am rejecting this response. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/10/2024

  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 had gotten a pair of glasses in April 2024, in August, the metal holding the nose pad of a pair of broke off. Zenni has refused to offer a refund or ************** the past month or so I had contacted Zenni through the chat option on their website and asked to close my account, citing poor product quality and poor costumer service. I was told I'd be contacted by a Zenni representative within a week, which never happened. I have since reached out (via chat) and asked for my account to be closed *three times*. Not only has my account not been deleted (as I was repeatedly told it will), I also started getting spam promotional emails from Zenni - which they promise NOT to do when you provide them your email as part of contacting the company.

  

  Business Response

  Date: 10/17/2024

  Thank you for your message. We are sorry to hear that there was trouble with your frame, and we understand how frustrating this can be. Unfortunately, the order is outside of warranty at this time which is why our team was unable to offer a refund for you. We understand that you wanted to delete your account with us, and we have done that for you as of September 27, 2024. There is no longer an account with your email address *******************************. If there is anything else we can assist you with, or if you ever would like to place a new order, please feel free to reach out via email at *********************************** by phone at **************, via chat on our website, or on social media with any questions so we can better help you.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22408468
  
  I am rejecting this response because: I just logged in to my account - 10/17 - and it was NOT deleted.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/18/2024

  Thank you for getting back to us. We do see that you have a second Zenni account in addition to the one you requested we cancel under the email *******************************. It looks as though the second account is with an email address of **************************.  Since we were only asked to delete the account with the email *********************** confirmed by the screen shot attached of the chat message from you, that may be why you have been able to log in to your secondary account. We do apologize for any confusion with this, and understand your frustration. The secondary account with email ************************** will be deleted by the next business day for you, which will be end of day Monday, October 21, 2024.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22408468
  
  I am rejecting this response because:
  The account I want deleted - the one that is still up despite my very clear and repeated requests - is the one with *only one email address connected to it*: my email address.
  NOT the one with other email addresses associated with it.

  This is preposterous. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/10/2024

  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 purchased 2 glasses on August 9, 2024 (order number #o6373214727) totaling $135.75. The glasses they sent were not cut correctly. Therefore, I started a return. They went back and forth about the return and eventually they sent me a **** return slip. I returned it using this slip. But they claim that it was outside of 30 days. They deliberately waited to send me the **** slip so that my return will be outside of 30 days. I wanted to send it back the same day I received it. They took my money, I sent the glasses back, and then you threw them away (without returning them back to me).

• Initial Complaint

  Date:10/05/2024

  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 ordered a pair of dual-prescription progressive glasses, which arrived around September 10, 2024. On Sept 14, 2024, I email the company because I can't see out of the glasses well, because the "reading" prescription is right in the middle of my field of view . They responded with two rounds of canned "resolution responses", not understanding my issue. We finally resolved there was nothing they could do to remedy, and I wanted a return. They sent a response saying I would need to get a return authorization to return -- without providing one, asking if I wanted a refund to my original method of payment or a credit. I said I would like a refund to my original method of payment. They then sent a response saying the time for a return to my original method of payment had elapsed, and that I would need to return by 10/9/24 in order to get a credit - AGAIN without providing a return authorization. I again asked for a return authorization, they quote their policy about returns without providing a return authorization. At this point I disputed the charge with ****************, informed them of this, and asked them for a return authorization. They replied saying I should wait for that process to finish. I *again* asked them for a return authorization and instructions. I still, at this time, do not have ****** my view, this company is using manipulative business practices, telling me I need a return authorization and that I need to return in a timeline, while not providing an authorization so I can't possibly make the timeline.

  

  Business Response

  Date: 10/07/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see that our team has sent you all of the necessary documents to return the glasses to us for a full refund. Once the glasses are returned, we will email you a confirmation of the refund. Please be advised that depending on your financial institution, it may take up to ten business days for the refund to be reflected on any banking statements. 

• Initial Complaint

  Date:09/25/2024

  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 stainless steel rose gold coated glasses in January. It is now September and the coating has worn away leaving the metal exposed all along the skin. Apparently sweat mixed with metal creates corrosion that burned my skin along the frames. They are claiming this to be normal wear and tear ( not even a year old) and are willing to replace the frames (which might not fit my lenses) with the same frames that caused this issue to begin with. I am disabled and cant afford to buy new glasses just because their product doesnt last.

  

  Business Response

  Date: 10/02/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. From the photos provided, we have determined the damage to the frame is considered normal wear and tear. As stated, sweat corrosion can lead to the coating of the frame peeling off. Although we would not be able to offer any type of refund or store credit, we are happy to send a replacement frame at no charge and you can replace the lenses. If you are not comfortable trying to replace the lenses, some optical shops offer this service for a small fee. If you would like to move forward with the replacement frame, please get back to our email and we can assist you with that! 

• Initial Complaint

  Date:09/20/2024

  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 optical scammed us out of over $160. They refuse to make it right.We went with Zenni optical because they had a cheaper alternative for bi-focal glasses which my mom needed because she suffered a stroke. Not only did they send us glasses that did not have bifocals they also tried to put us though multiple hurdles before telling us theres nothing they can do that it might be a frame issue and requires inspection. They gave us the time frame on everything which would pretty much mean that my mom wouldnt have glasses for over a month. They emailed me from a different department with the company just to email me saying something about their sorry that the tinting was wrong and it wasnt the tinting that was the problem they scammed us on the lenses.What irritates me on this whole situation is that they are basically robbing us of our money. It was an issue on their end and they treat us like complete liars. My weddings coming up my mom needs to be able to see and though they arent what we ordered she can use them temporarily to see long distance. Zenni charged us over $100 for the bifocal upcharge and we didnt receive bifocals we received plain glasses with a very slight tinting which would have only been roughly $80. The companies going severely downhill this past year.All we wanted was a new pair of glasses to be sent out with the bifocals and once we had it in hand wed return the other pair that was incorrect. Especially since its a common issue of people we even know where they returned the glasses and they were refused a refund because somehow the glasses got lost in transit. They refused those people a refund and refused to send out a replacement. Ive been with Zenni for years and all these issues have come up in the past year. Somethings wrong with their new policy or management.

  

  Business Response

  Date: 09/24/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. On this order, a progressive lens was purchased rather than the standard lined bifocal. Since progressive lenses have three prescriptions in one lens, it is important to shift your head up and down to find the best clarity for each distance. The distance correction is in the top portion of the lens, mid-range in the middle, and reading at the bottom. It may take time to adjust to this type of lens, and we are sorry for any confusion when ordering. 

  It does appear as though our customer care team has offered to issue a store credit to you prior to the glasses being returned, so you may order a new pair but have these in the mean time. If you would like to move forward with this store credit option, please get back to us via email so we can go ahead and have that issued for you. 

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/19/2024

  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 purchased two pairs of glasses from Zenni Optical on 7/22/2024. While one pair fit perfectly, the second pair was too large and did not fit properly. I initiated a return for the faulty pair on 8/7/2024 but unfortunately mailed them back slightly past the return window, something I didnt realize until after corresponding with their customer service.Nowhere in their return policy does it state that my paid-for glasses would be discarded without the option of returning them to me. I could have had the glasses adjusted elsewhere if necessary. However, instead of offering a refund, full store credit, or even returning the glasses, the company chose to destroy the product.The key issue is that Zenni Optical has not only destroyed my glasses, but they also refused to issue a refund or store credit for a faulty product, essentially keeping both my money and my property. This feels extremely unfair, especially since the defect was on their end.

  

  Business Response

  Date: 09/25/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We understand the frustration. In this case, we would be happy to issue a store credit for your return. 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 store credit.

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought clip on sunglasses from Zenni online to fit my eyeglasses frame as they instructed me to use a link they sent me to order the right clip ons. Paid $9.39 plus tax to buy them. Clip on sunglasses arrived. Did not fit the frame at all. Returned them with a shipping label Zenni sent me. Then Zenni took $4.95 out of my refund. Final refund $4.44 that should have been $9.39. If I knew they sent me a shipping label just to charge me for it I could have shipped a little pair of clip on sunglasses for way less and paid the post office instead. Very shady business practice. I want my $4.95 back in my credit card.

  

  Business Response

  Date: 09/25/2024

  Thank you for your message. We do apologize for any confusion, but the return policy as outlined on our website and in the return authorization sent to you does state the refund does not include the shipping fee. The return policy is linked below for your reference. In this case, we will make a one time exception to refund the shipping fee for you. You will see an email confirming the refund in the next 24 hours, but please be advised that depending on your financial institution it may take up to ten business days for the refund to be reflected on any banking statements. 

   

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