When filing for insurance coverage reimbursement from Aetna, I was required to provide Zenni's National Provider Identifier Number (NPI). When I couldn't find it on Zenni's website, I called the company. They claimed they don't have one.
Misleading. They do not make it clear that the glasses are made in China and ship from China. Their address and phone are American, which misleads people.
This is kind of a bait and switch operation.
I have called and messaged several times regarding my last order. Was in store credited 1 pair of glasses after returning them. The company said the order was correct but they would give me a in store credit because not being happy. Regardless I told them something wasn't right with the glasses. Since then I took other pair to place my RX was written and learned the axis isn't correct either. Was told after calling I would get a return email. Never received and cannot even chat in now. I just want the correct lens or a complete refund. This has been since January. No one should have to go through this to be able to see.
Nancy Dunn
Worst prescription glasses ever. They were so far off there is no way I could ever wear these! Horrible fit! Never order from them again and they r making it difficult to get a refund. At this point I could care less if I get a refund. Would not recommend this place to anyone. I will never order anything from this place. A 1 star was overrated. There should b a minus 5 star
My husband and I each ordered a pair of glasses. Both prescriptions were totally wrong and the lenses and frames couldn't be any lower quality. My husband's glasses are way too small for his face. Both pairs are absolutely useless.
My glasses were lost in the mail, and when I called Zenni, I reached a call center overseas that was eitherunwilling or unable to assist me. In fact, the representative insisted that I conduct my own investigation to figure out what had happened to them. Worst of all, my glasses, for which I paid $70, were of shoddy workmanship. They're so flimsy that I worry that they won't last much at all. Don't buy from this company!
My glasses shipped 5 days ago. It took 6 days to get from Kentucky to Chicago. (did they walk?) Now they have been in Chicago 2 days, Even thought they emailed me and said they would arrive yesterday, they didn't. Now I have been told it will be 3-7 days to get from Chicago to my house which is 5 miles away, I could probably walk that distance 10 times in 3-7 days. I have ordered stuff from China that came faster. Never ever ever will I order from Zenni again. Their glasses are cheap, but you will die of old age before the arrive/
For fve years i've been using Zenni glasses and they've always been good, but this time around they were terrible, the prescription was wrong and the transitions lenses were like dark sunglasses. Returned for refund. Will use another vendor.
I love Zenni's frame options for the more avant gard styles. I have ordered twice from them. I paid last year for expedited (5-10 days) shipping and it took 16 days to receive my glasses. This year, I didn't pay because there really was no expedition of the order. I ordered Feb 11. On the 14th I received a notice they had been manufactured and were enroute to the distribution center. It has taken 8 days to arrive at the distribution center. I received a notice today 2/22 that a tracking number had been created but they haven't actually shipped yet. I suspect by the time they do, it will be approximately about the same time. If you need something right away, they are not great. I would recommend buying your staple at Costco or somewhere you can get them right away and just using Zenni as a fun back up since they are not reliable and the customer service when you inquire is flippant at best. Do not pay for expedited shipping. You won't receive them any faster for the $20 charge.
I purchased single vision, glasses and sunglasses I am 100% satisfied with both pairs. Great for quality great pricing my three children also wear glasses and I will be ordering all our glasses from Zenni.
Shipping was fast, it was estimated 7-14 days and arrived in 9 days.My new glasses look great on me and feel good quality very happy with my purchase. Fits to perfection and are almost invisible. Love Zenni glasses.
I got two pairs, one had wrong description and it was so small for my face and when I contacted them they apologized and they asked to send back the first pair but I have to pay for shipping the replacement one!
The other pair that I initially felt it was ok, I discovered I have to tilt my face to the left to be able to read otherwise it will be blurry …. Waste of money and time don't risk it they don't even deserve one star.
Zenni refuses medical professional evidence they screwed up the Rx. Proof attached with Rx numbers supplied when glasses were ordered (top) and what Zenni sent (bottom). Then it took 5 days to get a return call.
Tons of nice frames but none of them fit my prescription since it's supposedly too strong, even though I had no problems getting glasses from a rival site or other places.I returned a pair of glasses and they gave me store credit so at least customer service is good.
I've used Zenni for years. They've got great selections of regular prescription frames but I'd like to see more bifocal frame options. I love how they recommend the lens best for your prescription and frame. Not to mention their prices are affordable. **It'd help if they'd turn the "try on" with photos back on.
I bought glasses from Zenni back in June. They were quick and easy to get, also very cute and pretty cheap. But... within only 3 months, my frame broke. And also, the little screws had fallen out at least once or twice a month! Very disappointed
Thank you for posting your review, which gives us an opportunity to address this issue.
We are sorry that your frame broke so soon, and we apologize for the disappointment you experienced as a result. Since we do not have access to your order number here, please send it to us in a private message and we will be happy to replace the frame or provide store credit so that you may order a different item. Having your order number will also enable us to identify the frame and inspect this design for possible defects. We look forward to hearing from you soon.
I've ordered two pairs of glasses from this company. Both were "metal" and snapped in the middle. Customer service chat is just AI and you can't get anyone to help you. They were not helpful as they cited their 14 day return policy.
These glasses were such poor quality and broke within one day.
The company states that they are held together with filament(fishing line)
They will not refund, or take returns stating they can't sell the glasses again and PayPal says they arrived looking fine so will not cover.
Do not spend your money here.
Go to Clearly, they stand behind their product and you can return if there is a problem
Thank you for posting your Zenni review. We are sorry to learn that you are dissatisfied with your recent order. Zenni is usually known for our exceptional service, and we regret that we didn’t live up to those expectations here.
We also regret that your half-rim, rectangular, titanium, brown frame 137815, with a frame width of 133 millimeters, broke. Consequently, we apologize for any dismay you experienced as a result.
We are also sorry to confirm that a full refund is unavailable for this order, and we apologize for any dissatisfaction you experienced due to this matter, as well.
Insofar as you declined our offer of a free remake of these eyeglasses, we want to advise that we can issue either a full refund in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for the order.
Insofar as you are in Canada, you will not have to return the glasses to obtain one of these refund options. You may simply telephone Zenni Customer Service, at 1-800-211-2105, and provide your order number, o4487818732, to the customer service representative who answers.
Please advise of the refund option you prefer, and our representative will ask our lab to issue either the full store credit refund or the 50 percent PayPal refund.
You may also have an online Chat with us by clicking the button labeled Support at the lower right-hand corner of every Zenni page, or you may email us, at service@zennioptical.com, and in the subject line of the email please provide the order number, o4487818732. In the body of the email please advise of the refund option you prefer.
We hope to hear back from you soon, so that we may resolve this matter to your satisfaction.
This was my first/last time trying Zenni. Frames are cheap, but one of the prescriptions (ordered two same script diff frames everyday glasses) is off - super blurry. Been trying to get a refund for 3 days because they obviously got the script wrong. Their CS is very slow - wonder if they're trying to drag out process to the 14 day mark to avoid refund. Extremely annoying. Have been ordering glasses online for 10+ years, never had this much difficulty.
I have ordered from zenni about 10 times. At first, the glasses quality and prices were amazing, and the customer service was great. In the last year, Its been very challenging to get any real help through them. Email customer service is slow and unhelpful. Returns have been made to be very difficult, requiring to deal with multiple emails and a lot of red tape.
Today, my order arrived and the glasses are too small. I wont bother to try to return them, instead I will go to a brick and mortar store locally.
I'm done with this company.
Thank you for posting your Zenni review of your recent experience with our customer service team. We were sorry to read that you have been displeased with the return process when you have wanted to return frames you ordered that we were also sorry to learn turned out to be too small. Consequently, we apologize for any dissatisfaction you experienced as a result. The frame from your most recent order, o4792917930, placed on May 31,2022, and delivered to you on June 11,2022, according to the U.S. Postal Service website, is full-rim, cat-eye, acetate, spring-hinged, pink tortoiseshell frame 4437919, with a frame width of 131 millimeters. We were sorry to read that this frame is too small to fit you well. On your most recent previous order, o4657857721, placed on April 7,2022, you selected full-rim, cat-eye, flexible-plastic, translucent floral frame 2018723, with a frame width of 135 mm. We see no notes in the database record of that order indicating that you had any issue with the size of these single-vision eyeglasses. However, you returned your glasses for a 100 percent refund in the form of store credit to your Zenni account from the order prior to that one, o4550249796, placed on February 22,2022, in full-rim, rectangular, acetate, black frame 439521, with a frame width of 126 mm. Although this frame is narrower than frame 4437919, the notes in the database record of this order indicate that you were happy with the frame. Nevertheless, if you would like to return the eyeglasses in 4437919 for the refund option available for an order placed with a combination of store credit and funds from a credit card – a 50 percent refund of the amount of store credit that was used to pay for the order to the credit card used to pay for the other part of the order and a 100 percent refund of the amount that was paid for with funds from the credit card – insofar as this order is within its 30-day warranty period, which starts the day the glasses are delivered, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you with emailed instructions to return the glasses for this combined refund. 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 Zenni page. You may also email us, at service@zennioptical.com, and if you choose this communication method, please put your order number, o4792917930, 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 in frame 4437919 for the combined store credit and credit card refund. We will email you the instructions to return the glasses to us for this refund, and we will also email you the prepaid mailing label. Moreover, since you have had size issues with the frames you have ordered, we want to recommend the information we provide in an infographic found toward the middle of the bottom of every page of our website, How to Measure Your Frame Size: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure the dimensions of each element of a pair of eyeglasses you have now that fits you well and looks good on your face, so that you may shop for a frame on our website with similar dimensions, which can be seen under the enlarged picture of the frame on our website, under Details. It does not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. We also have information in our Help Center that is very useful for determining the frame size you need for a frame to fit you well: https://help.zennioptical.com/hc/en-us/articles/360049904633-How-Do-I-Find-My-Frame-Size-. We hope that this information is helpful, and we very much hope to hear back from you, so that we may resolve this matter to your satisfaction with a combined refund, and so that you may place a new order for eyeglasses in a frame that should fit you well.
Overview
Zenni has garnered a mixed reputation among customers, with notable strengths in product variety and affordability, particularly for fashionable frames. However, significant concerns arise regarding the quality of the glasses, with frequent complaints about incorrect prescriptions, poor craftsmanship, and shipping delays. Many customers express frustration with customer service, citing slow responses and inadequate support for returns and refunds. Overall, while some customers remain satisfied with their purchases, a growing number report dissatisfaction, indicating a need for the company to enhance its quality control and customer service practices to improve overall customer experience.
This summary is generated by AI, based on text from customer reviews
Ready to revolutionize the way you buy glasses? At Zenni, we believe everyone should have access to high-quality, affordable eyeglasses. With over 4,000 frames and prices starting at $6.95 for single-vision prescription glasses, you don't have to limit yourself to just one pair when you order glasses online. Express all facets of your personality with our low-priced eyeglasses and sunglasses in every style, shape, and color imaginable.
Use our virtual try-on to see how your favorite frames will look instantly – try a pair of online eyeglasses without the risk! Once you've placed an order for eyeglasses online, your glasses are individually crafted at our state-of-the-art manufacturing facility and shipped directly to you.
We also offer multiple shipping options including our new 2-3 Business Days Rush Delivery Service.
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- Novato, CA, United States
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Business History
Doesn’t everyone deserve to look good while wearing an affordable pair of glasses? Thus, Zenni was born in the San Francisco Bay Area - a natural fit in the home of forward-thinking, tech-savvy companies. The mission was clear: Give people glasses they can actually afford but still make them look like a million bucks. It started small, a little company with big ideas, but it quickly grew into a phenomenon. Fashionistas, moms on-the-go, discerning customers; everyone found that they could get the selection they deserved at prices they could afford with Zenni Optical.
Zenni has since grown into an online optical industry leader. That’s prescription eyeglasses online. Prescription sunglasses online. Non-prescription sunglasses online. Sports glasses online. Goggles online. Maybe you get the picture. Zenni’s online.
Zenni Optical was built upon the following principles, and is dedicated to fulfilling them:
• To provide the most affordable eyeglasses to people all over the world.
• To provide the highest-quality optical lenses to our customers.
• To make it easy to order eyeglasses online.
• To provide exceptional customer support.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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Hi. We are sorry that you cannot see well with your new glasses, and we apologize for the disappointment you may have experienced as a result. And thank you for posting your review, which gives us an opportunity to explain our policy regarding incorrect prescriptions.
If a customer contacts us about glasses that they believe were manufactured incorrectly, we typically request that the customer return the glasses to be inspected after confirming that the prescription and pupillary distance (PD) were entered correctly on the order. Having a third party inspection is not necessary, but if the customer has had one done, and wishes to send a copy of it along with their glasses, we will not refuse it and it will become part of our records; however, it will not be accepted in lieu of our in-house inspection. Once our inspection is completed, and if any errors are detected, Zenni will remake the glasses.
If our statements above do not align with what you experienced, we sincerely apologize, and we ask that you send us your order number via private message on this review site so that we may address this with the agent who assisted you and ultimately, take a closer look at your case to be sure that it is being handled with care. We hope to hear from you soon.