Zenni Optical

Thank you so much for posting your gratifying Zenni review of your experience ordering eyeglasses from us. We were delighted to read that the glasses you ordered look great and arrive quickly, and of course we are heartened to know you are satisfied with the customer service you have received from us. Ms. Pierce, we thank you again for taking the time to share your favorable comments. Moreover, we want you to know that we consider it a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you for posting your Zenni review of the size of the lenses of the standard progressive eyeglasses with the gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz® blue-light-blocking feature from your most recent order, o4371516113. We were sorry to read that the lenses of your eyeglasses in full-rim, browline, mixed-material, ivory tortoiseshell frame 7822035, with a frame width of 133 millimeters and a lens width of 46 mm, had lenses smaller than you would have preferred. Consequently, we apologize for any disappointment you experienced as a result when you received these eyeglasses. Since you mention that the picture of the frame did not accurately represent the size of the lenses, we want to confirm that the enlarged picture of a frame on our website does not show the actual dimensions of the frame. We recommend viewing the dimensions of the frame under the enlarged picture, in the section labeled Details. We see that on your most recent previous order, o4108742312, placed on August 25,2021, you selected full-rim, round-cornered square, flexible-plastic, black frame 2031521, with a frame width of 144 mm and a lens width of 50 mm. The order you placed before that one, o3760167139, on March 30,2021, had full-rim, round, stainless-steel, black-and-gold frame 1125221, with a frame width of 130 mm and a lens width of 49 mm. The first order of which we have a record you placed, o3410859065, on November 9,2020, had full-rim, square, plastic, brown frame 125615, with a frame width of 134 mm and a lens width of 47 mm. We see no notes in the database records of any of these orders indicating that you contacted us about any of these frames, which have various frame widths and lens widths. The most recent order was delivered to you on December 28,2021, which means that, unfortunately, it is outside its 30-day warranty period, which starts the day the eyeglasses are delivered. Nevertheless, we will be happy to make a one-time customer service exception to extend the warranty period on your behalf if you would like to return the eyeglasses in frame 7822035 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 PayPal account you used to pay for the order. Therefore, 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, o4371516113, 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 choose the 100 percent store credit refund and you plan to use the store credit toward the purchase of a new pair of eyeglasses with lenses in a size you prefer, rather than trying to discern the dimensions of the frame from the enlarged picture, if one or more of the frames you ordered previously fits you well, you may view the dimensions of these frames on our website and select one of these frames again, or select a new frame that has similar dimensions. To assist you in this process, 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 also hope to hear back from you, so that we may resolve this matter to your satisfaction.