Jeffrey R.

Thank you for posting your Zenni review of the standard progressive eyeglasses you ordered from us. We were very sorry to read that your vision through the lenses is not as good as you had hoped it would be, and we apologize for any dissatisfaction you experienced as a result. As we stated in our response to your Better Business Bureau review, insofar as this appears to be your first order with Zenni, we want to advise that we manufacture a type of standard progressive eyeglasses called freeform, which has a progressive reading corridor 12-14 millimeters wide, providing intermediate (computer) and near (reading) vision. We want to confirm that there is no vision correction on either side of this progressive reading corridor. Therefore, we advise that customers to 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 put the top of this progressive reading corridor at 5 mm up from the centerline of the lens. The frame you selected for your standard progressive eyeglasses is full-rim, square, stainless-steel, silver frame 3219311, with a frame width of 136 mm and a lens height of 37 mm. The centerline of a 37-mm lens is 18.5 mm up from the bottom, with the top of the progressive reading corridor placed at 23.5 mm up from the bottom. We hope that this information is helpful. But if you believe that there may be manufacturing errors on the lenses, and you confirm that you entered the prescription and pupillary distance (PD) correctly, since this order is within its 30-day warranty period, which starts the day the glasses are delivered, you may return the glasses to us for an inspection. If our inspection finds any manufacturing errors on the glasses, we can remake them for you for free. If we do not find any manufacturing errors on 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 of the price of the glasses to the credit card you used to pay for them. To obtain emailed instructions to return the eyeglasses for an inspection or one of these refund options, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have a copy of the prescription you used to place the order handy, because the customer service representative will ask you to read the prescription to them to confirm that it was entered correctly. If the PD is not on the prescription, please be prepared to advise how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered the prescription and PD correctly, we can invite you to return the glasses for an inspection. We will email you the instructions to return the glasses for the inspection, and we will also email you a prepaid mailing label to use for return postage. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. But if it turns out that something was entered incorrectly on the order, or if we receive and inspect the glasses, and our inspection finds them to be correct, we can return the glasses to you or issue one of our two previously outlined refund options. 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 Zenni page. You may also email us, at service@zennioptical.com, and if you choose this communication method, please put your order number, o4310314872, in the subject line of the email, and in the body of the email please attach a copy of the prescription. If the PD is not on the prescription, please advise how it was obtained. If the prescription matches what you entered, we will email you the instructions to return the glasses for the inspection and we will also email you the prepaid mailing label. If the prescription does not match what you entered, we will email you to ask if you would like to receive the 100 percent refund in the form of store credit to your Zenni account or the 50 percent refund to the credit card you used to pay for the order. We will email you the instructions to return the glasses for the refund you select, as well as the prepaid mailing label to use for return postage. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.