Zenni Optical

Hi, Jeff. We are sorry to learn that your new sunglasses are causing you to have headaches. The order number you provided for this review does not correspond with an order for a pair of sunglasses, however, we are eager to assist you with this issue, so we are sending a direct message to request the correct order number or approximate date of the order so we can further assist you. We hope to receive your prompt reply.

Thank you for posting your Zenni review of the new pair of gray photochromic (light-sensitive, auto-tinting) eyeglasses with our Blokz® blue-light-blocking feature you ordered in order o4311037613 on June 29,2022, in full-rim, browline, mixed-material, tortoiseshell frame 1911225, with a frame width of 142 millimeters, to replace the same pair in the same frame you purchased on February 13,2021, in order o2344644236, which we were sorry to learn got bent. Insofar as the tortoiseshell patterns are randomly selected, we were also sorry to learn that the new frame 1911225 came with an asymmetrical design, with no tortoiseshell pattern on the left side of the frame. Consequently, we apologize for any dismay you experienced as a result. When you contacted our social media team about this matter, we offered you a free replacement frame 1911225, and if you accept this offer, we will ask our lab to make sure that they send you a frame with a tortoiseshell pattern that extends across the entire frame. If you would like to contact us to advise that you would like us to send you a replacement frame 1911225, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and when you advise of your order number, o4311037613, anyone who answers will be eager to ask our lab to send you a free replacement frame 1911225, and we will ask the lab to make sure that the tortoiseshell pattern is equally distributed across the frame. 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, o4311037613, in the subject line of the email, and please advise that you would like to accept our offer of a free replacement frame 1911225. We will send you this frame, and when you are ready to swap the lenses from the bent frame or the asymmetrical pattern frame into the new one, here is a how-to video found toward the middle of the bottom of every page of the Zenni website, with instructions explaining How to Replace Lenses in a Full-Rim Frame: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. In addition, when you are ready to replace the lenses from the bent frame or the one with asymmetrical pattern distribution into the new frame, we invite you to telephone Zenni Customer Service, and anyone who answers will be eager to talk you through the lens-replacement process. We look forward to hearing from you with your request for a free replacement frame 1911225, and we hope that sending you this free replacement frame will resolve this matter to your satisfaction.

Hi. We are thrilled that you are happy with the quality of your prescription lenses; however, we are dismayed to learn that you believe that a frame or frames may have been misrepresented on our website. We value your feedback, so we encourage you to email us at service@zenni.com if you would like to offer more details, such as whether you observe any defects in the frame or if the material is not as described, etc. so that we may look into this issue.
We appreciate this honest review and we are thrilled to know that you would recommend us to others. Thank you.

Thank you for posting your Zenni review of your recent order for two pairs of eyeglasses.

You included the order number o4969770076, which was an order placed on August 11,2022, for one pair of eyeglasses.

However, you placed order o4973967097, on August 12,2022, for two pairs of glasses, one of them a pair of prescription gray polarized sunglasses with a flame red mirror finish, in full-rim, rectangular, flexible-plastic, navy blue frame 2018916, with a frame width of 137 millimeters; the other pair of eyeglasses on this order is for single-vision glasses in rimless, titanium, gray frame 138512, with lens shape 223 (lens width 53 mm, lens height 33 mm), which provides a frame width of 135 mm.

We were sorry to read that the lens thickness differs between the full-rim and rimless glasses, and we apologize for any dissatisfaction you experienced as a result.

To receive instructions to return the rimless eyeglasses in frame 138512, 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 relevant order number, o4973967097.

We will consult with our lab to determine what thickness will be beyond tolerance for this prescription with these lenses, and our lab will email you what thickness they determine is accurate.

However, if you simply want to return these glasses 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 the order – please advise of this to the customer service representative who answers, and we will email you the 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 page of the Zenni website.

Alternatively, you may email us, at service@zennioptical.com, putting your order number, o4973967097, in the subject line of the email. If you can take a picture of the two pairs of glasses that shows the difference in lens thickness, although we understand that this would be difficult to discern since one pair is in a rimless frame and the other pair is in a full-rim frame – please email this picture to us.

We look forward to hearing back from you, in the hope that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the order you placed, o4172069361, on September 22,2021, for a pair of eyeglasses for your son in full-rim, rectangular, flexible-plastic, spring-hinged, black frame 294721, with a frame width of 129 millimeters, which we were sorry to read did not fit him well, and which we were also sorry to read that the filter you used to find the frame did not result in frames in the extra small category you had hoped to find. Consequently, we apologize for any dismay you experienced as a result. When you contacted us on October 29,2021, to advise that these glasses broke, we emailed you instructions to return the glasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account. However, it was good to see that on this same date, you placed a new order, o4259913987, for a new pair of glasses for your son in full-rim, square, acetate, spring-hinged, black-and-blue frame 632321, with a frame width of 117 mm, which we hope will fit your son well. We do not know if in searching for this frame you used our How to Measure Your Frame Size infographic, found toward the middle of the bottom of every page of our website, https://www.zennioptical.com/measure-eyeglass-frame-size-how-to, which 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 hope that your son will be happy with his glasses in frame 632321 when he receives them.

Thank you for posting your Zenni review of the most recent order for eyeglasses you placed with us. We want to confirm that, when a customer receives a pair of eyeglasses they ordered from us, and they contact us within the first 30 days of having received the eyeglasses to advise that they are having an issue with them, we will ask the customer to confirm that they entered the prescription and pupillary distance (PD) correctly. If the customer confirms that they entered these items correctly with a copy of the prescription and confirmation of how the PD was obtained if it is not on the prescription, we will invite the customer to return the eyeglasses for an inspection. If our inspection finds any manufacturing errors on the glasses, we can remake them for the customer for free. However, when a customer places an order with an incorrect prescription, as happened in this instance, they may return the eyeglasses to us for one of two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to their Zenni account or a 50 percent refund to the source of payment, in this case a PayPal account. We were sorry to learn that the prescription was entered incorrectly on this order, and we apologize for any confusion you experienced when you placed this order. You selected the 50 percent refund of the price of the glasses to the PayPal account you used to pay for the eyeglasses order, and we issued this 50 percent refund on December 16,2021, after we received the returned glasses. For a more complete explanation of our return policy, you may click Terms of Use, at the bottom of every page of the Zenni website, and we hope that this clarifies our return policy to your understanding.

Thank you for posting this Zenni review, thereby giving us another opportunity to address these issues. We are sorry to read that you consider our service bad and slow, after having contacted us to return and replace your glasses because your prescription had changed. Our records show that you contacted us on August 17th and that the representative who assisted you promptly emailed you a prepaid return shipping label to return the glasses free of shipping charges. Our representative explained that you may return the glasses for store credit, excluding the shipping fee, which you could use to reorder the glasses with the correct prescription. She also explained that typically, the store credit would be available in your account within 2-3 business days after you return the glasses to your local USPS office and after they scan the return label. We are sorry that this time frame is longer than you expected, but we are thrilled to see in our records that you returned the glasses to the local USPS office promptly, that the label was scanned on August 19, and that you didn’t have to wait 2 or 3 business days because the store credit was issued on the same day. We are also happy to see that you have already used the store credit to place a new order. Although orders for which customers select the standard shipping option can take 14 to 21 days to be delivered, many of our orders are delivered early, as you may already know since three of your recent orders were submitted on July 30th and were delivered within 8 days. We will manufacture the new order and ship it as soon as possible and we trust that it will be delivered in a timely manner.
We want you to know that we appreciate your feedback and we will be sure to pass your comments on to our management team to be taken under consideration.