Zenni Optical

Thank you for posting your Zenni review.

We were sorry to read that your son says the prescription in the glasses you ordered for him from us does not have the same prescription as his previous pair of glasses.

Consequently, we apologize for any dismay you and he experienced as a result.

We see two orders placed by you – order o4964532420, placed on August 8,2022, for one pair of single-vision eyeglasses in full-rim, rectangular, flexible-plastic, spring-hinged, black frame 2010221, with blue interior highlights and a frame width of 122 millimeters – and order o4990816474, placed on August 18,2022, for one pair of single-vision eyeglasses in full-rim, browline, stainless-steel, spring-hinged, navy blue and copper-colored frame 3213416, with a frame width of 130 mm.

We believe that your son’s eyeglasses are the ones in order o4964532420. This order was delivered to you on August 17,2022, according to the U.S. Postal Service website. This means that it is within its 30-day warranty period, which starts the day the glasses are delivered.

Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you when you provide the order number, o4964532420.

Please have a copy of the eye doctor's prescription for your son that you used to place the order handy, because the customer service representative who answers will ask you to read the prescription to them, to confirm that it was entered accurately.

They will also ask how your son’s pupillary distance (PD) was obtained – self-measurement, friend or family member measurement, or eye doctor measurement.

Once you confirm that everything you entered is correct, we will invite you to return the glasses for an inspection of the prescription and PD.

We will email you 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 any manufacturing errors on the glasses, we will offer to remake them for you for free.

But if our inspection finds no manufacturing errors, or if you read the prescription information to our representative and it turns out that something was entered incorrectly on the order, we can invite you 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.

In that instance, we will email you the instructions to return the glasses for the refund option you select, and we will also email you the prepaid mailing label 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 service@zennioptical.com, and if you select this communication method, please put the order number, o4964532420, in the subject line of the email and please attach the copy of your son’s prescription to the email.

If the PD is not on the prescription, please advise how it was obtained.

We look forward to hearing back from you about this matter, in the hope that we may resolve it to your and your son’s satisfaction.

Thank you for posting your Zenni review of the first order for eyeglasses you placed with us. We were sorry to read that you could not see well with these single-vision distance eyeglasses, and we apologize for any dissatisfaction you experienced as a result. We see no previous order you placed with us, so we regret that we cannot compare the prescription and pupillary distance (PD) you used on this order with those on another order that contained glasses with which you could see well. You posted your review on the last day of the order’s 30-day warranty period, which starts the day the glasses are delivered. Therefore, you may 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 use the store credit toward the payment of a new pair of eyeglasses with the correct prescription and PD, we recommend calling the office of the eye doctor who provided the prescription and ask them for the PD. If it is not 28 millimeters (right eye, OD) and 30 mm (left eye, OS), please use the PD measurement provided by your eye doctor when you reorder, and please ensure that you entered the prescription exactly the way your eye doctor provided it. If the eye doctor’s office declines to provide your PD, please use the PD ruler that was enclosed with the glasses to remeasure your PD, or better still, please have a friend or family member measure it based on these instructions, found at the middle of the bottom of every page of our website: the infographic How to Measure Your Pupillary Distance, https://www.zennioptical.com/measuring-pd-infographic, and the how-to video of the same name: https://www.zennioptical.com/c/how-to#howto-measure-pd. We hope that this information is helpful. However, if your eye doctor’s office confirms that the PD and prescription you entered were correct, you may return the eyeglasses for an inspection. If the PD and perhaps the prescription were entered incorrectly, the return option would be the two refund options of which we advised. If you would like to pursue returning these eyeglasses to us for an inspection, if your eye doctor confirms that the prescription and PD you entered were correct, or for one of the two 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 inspection or 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, o4507234818, in the subject line of the email, and in the body of the email please advise of the refund option you prefer or whether you would like emailed instructions to return the glasses for an inspection. We will email you the instructions to return the glasses to us for the inspection or for the refund option you select, and we will also email you the prepaid mailing label. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.