Zenni Optical

Thank you for posting your gratifying Zenni review of your order o5159070565, placed on October 24,2022, for one pair of single-vision distance eyeglasses with our Blokz® blue-light-blocking feature.

We are delighted to know that you are satisfied with these eyeglasses, and we thank you again for posting your favorable review.

Moreover, we want you to know that, at Zenni, we consider it a privilege to serve your eyeglasses needs and we hope to do so for many years to come.

In addition, we hope that you have a wonderful Thanksgiving and a very happy holiday season!

Thank you for posting this review of your purchase from Zenni Optical.
We are truly sorry that your glasses did not work well for you; we are also sorry for the disappointment you experienced as a result. However, as advised in our response to the review you posted on another review site approximately 6 months ago regarding this order, the glasses did not work for you because the prescription was entered incorrectly on two orders you placed with us, which we confirmed by reviewing the copy of the prescription you provided. The doctor’s prescription calls for +0.25 for the left eye (OS) Cylinder, and unfortunately, you entered -0.25 instead. Consequently, we apologize for any confusion and dismay you experienced as a result. In addition, we want to confirm that you selected the near-range workspace progressive prescription design for both orders, which provides good up-close vision up to approximately three feet away, and you used a different Near-Vision reading Addition correction (NV-ADD) on each order. You used +3.00 for one order, which we believe that you used because on your prescription copy under ADD the eye doctor provided EZ 3, which is not the standard way an eye doctor writes an NV-ADD correction. And for the other order, you used an NV-ADD of +1.00. Furthermore, we advise that you follow up with your doctor for clarification regarding his or her entry for the ADD, which says EZ 3, and the entry under the recommendations field of your prescription, which says EyeZen 3 as this implies a recommendation for single vision glasses instead of the progressive lenses you ordered.
In addition, we wish to clarify that the glasses were not returned to us to be examined, as there was no need to authorize an inspection once we saw that the prescription was entered incorrectly. When you returned the glasses from the first of the two orders mentioned, we issued a 100 percent refund of the price of these glasses in the form of store credit, excluding the shipping fee, to your Zenni account, so that you may use it to reorder the glasses with the correct prescription. A prepaid return shipping label was provided to cover the cost of shipping the glasses back and you were responsible for the shipping fee on the next order. Since you used a combination of this store credit refund, $78.92, plus $10.19 from your credit card to pay for the subsequent order, on which the prescription was also entered incorrectly, we want to confirm that when a return is initiated during the 30-day return period, the refund that is available when a customer uses a combination of store credit and a credit card to pay for an order is a 50 percent refund of the amount of store credit that was used, which will be credited to the credit card that was also used, and a 100 percent store credit of the amount that was paid for with the credit card, minus the $4.95 Standard shipping fee, which we do not refund in a situation such as this.
We will confirm that your glasses are several months outside of warranty, but if you would like to return the glasses, we are happy to make an exception and allow you to return them for the refund mentioned above. We are sorry that the representative with whom you spoke did not seek a supervisor’s approval to extend the return period, however, we are grateful for the opportunity to do that for you now. To initiate this return, we invite you to telephone Zenni Customer Service at 1-800-211-2105 or email us at service@zenni.com and anyone who answers will be eager to assist you with return instructions for this refund option, as well as a prepaid mailing label to use for return postage. If you choose to email us, please put your order number 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 for this refund option, and we will email you return instructions plus the prepaid mailing label.
Thank you again for giving us another opportunity to address these issues.

Thank you for posting your Zenni review of the two pairs of eyeglasses on your first order, in frames we were sorry to read did not fit you well. Consequently, we apologize for any disappointment you experienced as a result. The frames you selected are full-rim, browline, mixed-material, black and gold frame 195421, with a frame width of 144 millimeters; and full-rim, square, plastic, translucent frame 127923, with tortoiseshell temple arms and a frame width of 142 mm. The U.S. Postal Service website advises that this eyeglasses order was delivered to you on October 18,2021. Therefore, even though this order is outside its 30-day warranty period, which starts the day the glasses are delivered, we will be happy to make a one-time customer service exception on your behalf, insofar as this is the first order you placed with us, to extend the warranty period to enable you to return these two pairs of 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 glasses. If you would like to pursue 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 with emailed instructions to return the glasses for the refund option you select. 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, o4205069522, in the subject line of the email, and in the body of the email please advise of the refund option you prefer. We will email you the instructions to return the glasses to us for the refund option you select, and we will also email you the prepaid mailing label. If you select the 100 percent store credit option, and you would like to place another order for frames that will fit you well, and use the store credit toward the payment, 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. 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.