Zenni Optical

Thank you for posting your Zenni review of the eyeglasses you most recently received, from your January 9,2022, order, o4187261876, in full-rim, square, acetate, translucent Champs frame 84419623, with a frame width of 134 millimeters. We are happy to know that the frame fit you well, but we were sorry to read that you would have preferred a larger frame. Consequently, we apologize for any disappointment you experienced as a result. We see that on your first order with us, o4158468926, placed on September 16,2021, you selected full-rim, square, flexible-plastic, clear frame 2026323 with tortoiseshell temple arms and a frame width of 135 mm. You initially contacted us for instructions to return these eyeglasses for a 100 percent refund of their price in the form of store credit to your Zenni account, but while speaking with our customer service representative you decided to keep these eyeglasses. You have not yet gotten the eyeglasses from your most recent order, o4567815072, placed on March 1,2022, in full-rim, square, acetate, translucent frame 662916, with a frame width of 132 mm. When you receive these eyeglasses, if you have any issue with the frame size or anything else, please telephone Zenni Customer Service, at 1-800-211-2105, within the first 30 days after the glasses were delivered, which is our warranty period, and anyone who answers will be eager to assist you. If you find that the frame does not fit you 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. 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 of course we hope that you will be satisfied with the eyeglasses from order o4567815072 when you receive them.

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!