Zenni Optical

Thank you for posting your Zenni review of the outer-edge thickness of the lenses of your single-vision eyeglasses in full-rim, square, mixed-material, ombre tortoiseshell and coral frame 7813125, with a frame width of 137 millimeters and a lens width of 51 mm. We were sorry to read that, even though you selected the single-vision 1.67 high-index lens, you were disappointed in the outer-edge thickness of the lenses. Consequently, we apologize for any dismay you experienced as a result. We want to mention that the width of the lens is a contributing factor to the thickness of the outer edges of lenses in glasses with a strongly nearsighted prescription. On your most recent previous order, o2490223325, placed on May 31,2020, when your prescription was a little less strong, you selected full-rim, square, mixed-material, clear and gold frame 7816823, with a frame width of 137 mm and a lens width of 49 mm, and full-rim, square, plastic, tortoiseshell frame 125625, with a frame width of 134 mm and a lens width of 47 mm. We hope that these frames, with their narrower lens widths, resulted in lenses that were not as thick on the outer edges as those on frame 7813125. For strong prescriptions, we recommend selecting frames with lens widths between 45-50 mm, and we also recommend that you confirm that the frame will also accommodate your pupillary distance (PD) by viewing the section of the page that shows the PD range the frame accommodates, under SPECIFICATIONS, at the lower left-hand side of the page with the enlarged picture of the frame. If you would like to return these glasses to us for an inspection of the outer-edge thickness of the lenses, even though this purchase is outside the order’s 30-day warranty period, which starts the day the glasses are delivered, we will be happy to make a one-time customer service exception to extend the warrant period on your behalf, so that we may accept these returned eyeglasses for an inspection. Therefore, we invite you to contact Zenni Customer Service, at 1-800-211-2105, about this matter. Please have a copy of the prescription you received from the eye doctor when you call, because the customer service representative who answers will ask you to read it to them, so that we can confirm that the prescription values were entered correctly. If the PD is not on the prescription, please 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 to us for an inspection. If our inspection finds any manufacturing errors on the glasses, we can offer to remake them for you for free. If we find no manufacturing errors, we can return the glasses 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 to the credit card you used to pay for the order. 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, o4274582345, in the subject line of the email, and please attach a copy of the prescription to the body of the email. If the PD is not on the prescription, please advise how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you select this communication method, you may ask our lab to advise of the outer-edge width that 1.67 high-index single-vision lenses in frame 7813125 should have. If your lenses are thicker than the thickness that our lab advises is acceptable, we will inspect the lenses to determine their outer-edge thickness. In addition, if we see that the prescription and PD match what you entered, we will email you the instructions to return the glasses to us for the inspection, and we will also email you a prepaid mailing label to use for return postage. However, if the prescription or PD does not match what you entered, we will ask you if you would prefer the 100 percent store credit or 50 percent credit card refund and email you the relevant return instructions, along with the prepaid mailing label. We very much hope to hear back from you, in the hope that we may resolve this matter to your satisfaction.