Zenni OpticalReviews 4,144

Thank you for posting your Zenni review of the two pairs of standard progressive eyeglasses you ordered. We were sorry to read that you feel ill when you wear these glasses, and we apologize for any dissatisfaction you experienced as a result. We do not see any previous order you have placed with us, so we cannot compare the pupillary distance (PD) and prescription you used on this order with those on a previous order that contained glasses with which you could see well. However, since this order is within its 30-day warranty period, which starts the day the glasses are delivered, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have a copy of the prescription you used to place the order handy, because the customer service representative will ask you to read the prescription to them to confirm that it was entered correctly. If the PD is not on the prescription, please be prepared to 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 for an inspection. We will email you the 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 that we made the glasses incorrectly, we can remake them for you for free. But if it turns out that something was entered incorrectly on the order, or if we receive and inspect the glasses, and our inspection finds them to be correct, 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 PayPal account 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, o4259148791, in the subject line of the email, and in the body of the email please attach a copy of the prescription. If the PD is not on the prescription, please advise how it was obtained. If the prescription matches what you entered, we will email you the instructions to return the glasses for an inspection and we will also email you the prepaid mailing label. If the prescription does not match what you entered, we will email you to ask if you would like to receive the 100 percent refund in the form of store credit to your Zenni account or the 50 percent refund to the PayPal account you used to pay for the order. We will email you the instructions to return the glasses for the refund you select, as well as the prepaid mailing label to use for return postage. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the blueish appearance of the lenses, which we advised is correct when we viewed the photograph you sent of the glasses, which did not have the lenses face down on a white piece of paper for optimum viewing, but with the top edge of the glasses on the white paper or cloth, somewhat obscuring our view of the lenses. Nevertheless, as you acknowledge, when we saw the photograph, we advised that the appearance of the lenses is correct. However, we want to advise that, since you are a longtime, valued customer, we can make a customer service exception on your behalf to extend the 30-day warranty period, which begins the day the glasses are delivered, which was October 7,2021, according to the U.S. Postal Service, if you would like to 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 them. 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, o4161552971, 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. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction. We also hope that you have a very Happy Thanksgiving and a wonderful holiday season.

Response 11/22/2021
Thank you for posting this review of your recent experience with Zenni Optical, which gives us another opportunity to address these issues.
Our records show that you placed your order on October 3rd and then contacted us on November 8th to explain that you had received your order for 2 pairs of eyeglasses, but you were having problems reading with them. We are sorry that those glasses did not work well for you, and we apologize for the disappointment you experienced as a result. After reviewing a copy of the prescription you provided and confirming that the prescription details had been entered correctly on the order, we advised that you may return the glasses to be inspected. Some days later you advised via email that the glasses were on their way back to us. You also explained that you had obtained an updated prescription from your doctor and that you included a copy of that prescription in the package with your returned glasses. In a subsequent email, you explained that you did not want the glasses inspected but wanted them remade using the new prescription details. Although it is our policy to remake glasses if an inspection of the glasses indicates that they were manufactured incorrectly, it is not our policy to remake glasses when a doctor makes changes to a prescription or provides a new one, nor do we remake glasses if the inspection of a pair of glasses indicates that there are no manufacturing errors. We are sorry to see in our records that although we confirmed that we received your emailed prescription, we did not make it clear that the glasses would not be remade with this new prescription, and we apologize for any confusion this may have caused. Consequently, when a thorough inspection of your glasses was completed, and the results indicated that the glasses were manufactured correctly according to the original prescription written by your doctor, we advised that standard return options apply, which are 50% refund to the credit card that was used to pay for the order, excluding the shipping fee, or 100% refund in the form of store credit, which also excludes the shipping fee. A review of the recording of your most recent phone call with us revealed that this store credit was offered to you; however, you did not say whether you accepted. Since you did not authorize the store credit, and in light of the fact that we did not immediately advise that the glasses would not be remade with the updated prescription, we are making an exception to provide a full refund instead of store credit or a 50% refund. Furthermore, insofar as you implied during the phone call that your doctor made adjustments to your prescription based on their familiarity with Zenni, we wish to advise that so long as the prescription written by your doctor is accurate, there are no special adjustments that need to be made to a prescription for us to manufacture a pair of glasses; we simply use the prescription provided by your doctor. And since the glasses were manufactured correctly according to your doctor’s original prescription, we recommend that you follow up with your doctor once again to ensure that the updated prescription is what you need before reordering.
Your refund will be processed promptly and you should expect to receive confirmation of that transaction within 48 hours. We trust that once you have received the refund, this issue will have been resolved to your satisfaction.

Thank you for posting your Zenni review of your full-rim, square, mixed-material, tortoiseshell frame 7827225, with a 135-millimeter frame width, which we were sorry to learn broke, and after we sent you a free replacement frame, the second frame broke, too. Consequently, we apologize for any dissatisfaction you experienced as a result. Insofar as both frames broke, we will be happy to make a customer service exception on your behalf to issue a 100 percent refund of what you spent on the eyeglasses, $52.90, to the credit card you used to pay for the order upon the return of the eyeglasses to us. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and when you provide the order number, o4062868304, to the customer service representative who answers, they will be eager to assist you with emailed instructions to return the glasses for this refund. 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 in the subject line of the email, and in the body of the email please advise of that you are returning these glasses to us for a 100 percent credit card refund. We will email you the instructions to return the glasses to us for this refund, 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 with a 100 percent refund of the price of these eyeglasses.

Thank you for posting your Zenni review of the standard progressive eyeglasses you ordered from us, which you returned for an inspection because you could not see well with them. We were sorry to read that you could not see well with these eyeglasses, and we apologize for any dissatisfaction you experienced as a result. We are also sorry to advise that our inspection of the glasses found that we made them correctly, and we also apologize that our inspection results do not match your experience wearing the glasses. As we emailed you yesterday, November 18,2021, after we completed the inspection, we can return the eyeglasses 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 them. Therefore, please respond to the email we sent you asking you which option you prefer, or please telephone Zenni Customer Service, at 1-800-211-2105, and advise the customer service representative whether you want us to return the glasses or issue the 100 percent store credit refund or the 50 percent credit card refund. 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 any page of the Zenni website. Once again, we are sorry that you could not see well with these eyeglasses, and we look forward to either returning them to you or issuing one of the two refund options.

As we advised in our response to your Better Business Bureau complaint, we were sorry to read that you did not find that the lenses got dark enough when they were out in direct sunlight, and we apologize for any dissatisfaction you experienced as a result. Insofar as the pictures you provided are inconclusive, we want to invite you to return the eyeglasses to us for an inspection of the photochromic feature. If we receive and inspect these eyeglasses and find that the photochromic feature is not working properly, we can offer to remake the glasses for you for free. In addition, we want to mention that photochromic lenses get their darkest under optimum conditions, which are cold, sunny days. Moreover, we are sorry that we do not see notes in the database record of the order indicating that we invited you to return the glasses for the inspection, and we also apologize for this lapse in service. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and ask the customer service representative who answers to email you instructions to return these glasses to us for an inspection of the photochromic feature and 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 any page of the Zenni website. You may also email us, at service@zennioptical.com, to ask us to email you the return-for-inspection instructions and prepaid mailing label. If you choose this communication method, please put your order number, o4255068135, in the subject line of the email and in the body of the email please ask us to email you the return-for-inspection instructions and prepaid mailing label. We look forward to hearing back from you with the request for the instructions to return the photochromic bifocal eyeglasses to us for an inspection, and when we have inspected the eyeglasses, we will email you the inspection results. If we find that the lenses are not getting as dark as they should, we will offer to remake the eyeglasses for you for free. If we find that they are getting as dark as they should, which would be between 50-60 percent dark under optimum conditions, we can offer to return the glasses to you or offer one of our two refund options – either a 100 percent refund of the price of the bifocal eyeglasses 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. We hope to hear back from you, so that we may inspect these eyeglasses and, we hope, resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the most recent pair of eyeglasses you received from us, in full-rim, square, acetate, spring-hinged, charcoal-and-pink frame 4426112, with a frame width of 132 millimeters, from your order o4260740698. We were sorry to read that the frame needed to be adjusted, and that when you ran hot tap water over the frame the lenses became damaged. Consequently, we apologize for any dismay you experienced as a result. Although you stated that we will not replace damaged frames, we want to confirm that if a customer contacts us to advise of a problem with a frame during an order’s 30-day warranty period, which starts the day the glasses are delivered, we can send the customer a free replacement frame, and the customer may remove the lenses from the problematic frame and install them into the rims of the new replacement frame. Here is a how-to video, found toward the middle of the bottom of every page of our website, which provides instructions explaining How to Replace Lenses in a Full-Rim Frame (https://www.zennioptical.com/c/how-to#howto-replace-fullrim). If a customer contacts Zenni Customer Service, at 1-800-211-2105, when they are ready to replace the lenses in the new replacement frame, the customer service representative who answers will be eager to talk the customer through the lens-replacement process. However, in this instance, because you advise that the lenses were damaged, you may return these glasses 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 Apple Pay account you used to pay for the order. If you would like to pursue one of these refund options, we invite you to telephone Zenni Customer Service, and we will email you 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 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, and request the emailed return instructions and prepaid mailing label for the refund you select. You may also email us, at service@zennioptical.com, and if you choose this communication method, please put your order number, o4260740698, 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 pertinent return instructions and prepaid mailing label. We hope to hear back from you, so that we may resolve this matter to your satisfaction.