Zenni Optical

Thank you for posting your Zenni review of the size of the eyeglasses frame you selected for your most recent order, o5185518113, placed on November 16,2022.

We were sorry to read that the frame you selected – full-rim, rectangular, flexible-plastic, kids’ navy blue frame 2021716, with a frame width of 116 millimeters and gray Transitions® T8 photochromic (light-sensitive, auto-tinting) lenses – did not fit the child for whom you ordered the eyeglasses.

Consequently, we apologize for any disappointment you and the child experienced as a result.

We were also sorry to read that you attempted to contact us via email with no response, and we apologize for this matter, as well.

We see no notes in the database record of the order indicating that we received an email from you regarding this order.

The FedEx website advises that the order was delivered to you on November 25,2022, which means that it is within its 30-day warranty period, which starts the day the glasses are delivered.

We see that the previous order you placed with the same prescription, order o1470932232, placed on August 23,2022, has no notes in its database record indicating you contacted us about any issues with these eyeglasses, in full-rim, square, flexible-plastic, black kids’ frame 2021421 with green temple arms and a frame width of 114 mm.

Nevertheless, if you would like to pursue returning the eyeglasses from order o5185518113 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 Amazon account you used to pay for the order – 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, o5185518113, with emailed instructions to return the glasses.

They 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 page of the Zenni website.

You may also email us, at service@zennioptical.com, and if you choose this communication method, please put your order number, o5185518113, in the subject line of the email and please advise of the refund option you prefer in the body of the email.

We will email you the instructions to return the glasses for the refund option you select, and we will also email you a prepaid mailing label to use for return postage.

If you select the 100 percent refund in the form of store credit, and you plan to use the store credit toward the purchase of a new pair of eyeglasses in a frame that will fit the child well, 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, or on the enlarged picture of a frame on our website, if you click on the little ruler icon toward the lower left side of the enlarged picture.

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-.

In addition, here is a link to another infographic found toward the middle of the bottom of every page of our website, Best Eyeglasses For Your Face Shape: https://www.zennioptical.com/best-eyeglasses-for-your-face-shape.

We hope that this information is helpful, and we look forward to hearing back from you, with the refund request you prefer, which we hope will lead to a successful resolution of this matter.

We also hope that you have a very happy holiday season!

Thank you for posting this review of your recent purchase from Zenni Optical.
We are sorry to read that your frame does not fit well, and we apologize for the disappointment you may experience as a result. We want you to know that the return period for your glasses is 30 days from the day they were delivered to you, and according to the USPS tracking history of your order, your glasses were delivered on November 1st. Consequently, the return period for your glasses expires today. However, we would be happy to extend the warranty for you should you decide to return the glasses and try again to find a frame that is the right size. If you wish, you may return the glasses for store credit, which will exclude the shipping fee, then use the credit to purchase another pair. Additionally, here is the link to an infographic on our website that tells you how to measure a frame accurately: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. We hope you find it helpful.
If you would like to return your glasses, we invite you to call us at 1-800-211-2105, email us at service@zenni.com, or chat with us live by clicking on the floating Support button that appears near the bottom-right corner of any page on our website and one of our representatives will eagerly assist you by emailing you a prepaid return shipping label and return instructions. We hope that you will contact us so that we may resolve this matter quickly and to your satisfaction.