This was my first/last time trying Zenni. Frames are cheap, but one of the prescriptions (ordered two same script diff frames everyday glasses) is off - super blurry. Been trying to get a refund for 3 days because they obviously got the script wrong. Their CS is very slow - wonder if they're trying to drag out process to the 14 day mark to avoid refund. Extremely annoying. Have been ordering glasses online for 10+ years, never had this much difficulty.
I have ordered from zenni about 10 times. At first, the glasses quality and prices were amazing, and the customer service was great. In the last year, Its been very challenging to get any real help through them. Email customer service is slow and unhelpful. Returns have been made to be very difficult, requiring to deal with multiple emails and a lot of red tape.
Today, my order arrived and the glasses are too small. I wont bother to try to return them, instead I will go to a brick and mortar store locally.
I'm done with this company.
Ordered Bifocals through these, biggest mistake of my life & time.
Requested Bifocal line to the half of lens, contacted my OD for help in filling the order to make sure as had the same issue with pair from him (which they fixed it & got me a new pair).
Not per my specifications & won't refund the Taxes paid too. Worst company to business with, buyers be aware.
At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see a return label has been sent to you, and we are happy to assist you with any future orders if you decide to give us another try. Please feel free to reach out to us via email at service@zennioptical.com, by phone at 1-800-211-2105, via chat on our website or on social media with any questions so we can better help you.
Have now had two different delivery dates promised and now delivery date is known. Zenni says it's because so many people are driving their cars... what a bunch of malarkey. Poor service. I have had packages arrive from different locations with no problem. Some arrived earlier than estimated. Don't buy from Zenni.
Thank you for posting your Zenni review of the delivery time of your order for standard progressive eyeglasses with our Blokz° blue-light-blocking feature. We were sorry to read that you are disappointed in the delivery time of your eyeglasses, and we apologize for any dissatisfaction you experienced as a result. The U.S. Postal Service advises that this eyeglasses order was delivered to you on February 12,2022, well within the 14-21-day delivery-time promise for Standard shipping to U.S. residences. We hope that you are satisfied with the eyeglasses. Moreover, we want to advise that our 30-day warranty period starts the day the glasses are delivered. Therefore, if you have any issue with the eyeglasses, we invite you to contact us during this 30-day warranty period, at Zenni Customer Service, 1-800-211-2105, or by having an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website, or by emailing us, at service@zennioptical.com, and if you choose this communication method, please put your order number, o4484631335, in the subject line of the email. If you are having vision issues with the eyeglasses, insofar as this appears to be your first order with Zenni, please have the prescription you received from the eye doctor handy when you call or Chat, since the customer service representative who answers will ask you to confirm that you entered the prescription correctly. If the pupillary distance (PD) is not on the prescription, please advise how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you cannot see well with the glasses, and you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses to us for an inspection. If our inspection finds any manufacturing errors on the glasses, we can offer to remake them for you for free. If we find no manufacturing errors, 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 PayPal account you used to pay for the eyeglasses order. If for any reason you dislike the glasses, even if they were made correctly, we can issue one of these two refund options upon the return of the eyeglasses. Of course, we hope that you are happy with the eyeglasses, but if you have any issue with them, please contact us, so that we may address whatever issue you are experiencing, and, we hope, resolve it to your satisfaction.
It took 2 orders to get things right. I ordered 2 pairs of glasses. Even though the first frames should gave fit, they were huge. The pair of sunglasses fit but both had the wrong prescription in them, which I had to pay to have an eye dr. check. So that cost me additional $. Called, returned, waited for credit. Mind you, my old eye glasses were broken, so all this time I'm wearing an older pair. Gave up, ordered a pair from Costco. Used my credit for a pair of sunglasses and a pair of new glasses for my husband. Those arrived within 2 weeks and are very nice. I love the polarized driving lenses. It did cost me additional $, of course:-/
When the sunglasses "did not meet their quality control standards "i. E. they screwed up, I opted to give them another chance to re-manufacture them. Their return policy is poor in such a case, either 100% store credit, or a 50% refund. Understandable if I did not like them, but the prescription was way off. The end result, since it already took a month to get them to begin with, is that I've gone over an entire summer without having sunglasses, due to waiting for the first pair, dealing with customer service, waiting for them to do their quality control checks, and now still waiting for the new pair to come. I would not recommend Zenni for prescription glasses. Fit and finish of the glasses were fine, they would've been great sunglasses if I did not need a prescription.
Hi. We are sorry to read that your glasses were incorrect and we apologize for the inconvenience you experienced when you were without them after having returned them to Zenni. We wish to confirm that once an inspection is completed, if the results confirm that the glasses were manufactured incorrectly, we are happy to remanufacture them; however, if no errors are found during the inspection, standard return options apply, which are either 50% refund to the credit card that was used to pay for the order, excluding the shopping fee, or 100% store credit, which also excludes the shipping fee. Your order number is not available to us along with your review, so we are unable to check the details, but judging from the contents of your review, it seems as though the inspection results indicated that the glasses were manufactured incorrectly and you are now waiting for them to be remade and delivered to you. If you would like us to check on the status of the remake, please call us at 1-800-211-2105 or email us at service@zenni.com and one of our representatives will be happy to check the status for you. Thank you for posting this review.
I bought a pair of "progressives" from this company and the cost went from $15 up to $80 real fast. Ok no problem, I paid it because I needed them. I received them and the prescription was all wrong, I can't even see out of them and guess what? They're not progressives! Confirmed with my own optometrist.
So I contact them hoping they'll let me return them for a full refund so I can get my glasses elsewhere. The answer I get? We'll send you a label and we will "inspect them" and it will take 14 business days. 14 BUSINESS DAYS! That's more than a month so they can decide whether they want to give me a partial refund. Really? I will be filing a dispute with my card because this is ridiculous. I have to now go buy another pair since these are unusable and I refuse to give these people a dime when they won't even offer reasonable customer service.
Thank you for your review Sandra. We are sorry to hear that you are having trouble seeing with the lenses. It looks as though a supervisor did try to give you a call in regards to the return to further assist you. If you can, please reach out back out to us via email at service@zennioptical.com, or by phone at 1-800-211-2105 so we can help.
Lovely glasses. But the prescription is wrong. Customer service is very difficult; despite their public promises to make returns easy, it's complicated and takes a long time to get authorized. Competition at eyebuydirect did much much better with customer service.
Thank you for posting this review of your recent experience with Zenni Optical.
We are sorry that the prescription in your lenses was incorrect, and we apologize for the disappointment and inconvenience you may have experienced as a result. We are also sorry to learn that obtaining a return authorization took a long time, particularly since our phone and live chat representatives are capable of authorizing most returns within one phone call or chat session, with the exception of when we request a copy of the prescription for review and we are waiting for the customer to provide it.
Nevertheless, we hope that your return was eventually authorized, but if it was not, please email your order number to us at online_reviews@zennioptical.com so that we may take care of this for you promptly. We will also review the order notes to determine why the return authorization was not processed in a timely manner and address the issue with all agents involved so that we may prevent any reoccurrence of what you experienced. We hope you will email us soon.
I purchased two prescription eyeglasses in 2022! The reason for two pair is to ensure that I have a backup. One of them have transition lenses the other doesn't. I purchase one pair in 2023 that pair last about 6 months and then one of the arms broke. I spoke to a rep before ordering new frames to transfer my lenses into and they confirmed that it will work. To summarize the lenses did not fit into the new frames of the same shape. I love ZENNI fashionable frames but will be sticking with LensCrafters from now on. If my frame break they'll replace or fix them. I was unable to get my lenses into the new frame. That was a bummer bye Zenni.
I've used Zenni for years. They've got great selections of regular prescription frames but I'd like to see more bifocal frame options. I love how they recommend the lens best for your prescription and frame. Not to mention their prices are affordable. **It'd help if they'd turn the "try on" with photos back on.
I'm incredibly happy with my choice. The virtual try on tool was helpful in deciding, there were plenty of options, and this pair looks gorgeous. The price was fantastic, and the package shipped straight to me without a hitch. I'll definitely be ordering again.
I truly could not be happier with the service and quality. The day our son had his glasses broken from an extra hard bump in school, we got a package. We were at home, the doorbell rings, and the delivery person hands me a Zenni Package! It was one of those amazing moments where everything aligns, your kid is happy, and you feel like an A+ parent!
Thank you Zenni!
No where else have I found such a great combination of style and budget. As a life long eyeglass wearer, I've paid over $500.00 for glasses from high end designers. That seemed to be the only alternative to glasses that were boring or generic. No, with zenni, I can play around with multiple styles without going broke. I even had the name of my business engraved on the temples. How cool is that?
Thank you for posting this Zenni review. We are delighted to learn that you are happy with our selection of frames and affordable prices. It’s also good to know that you are taking advantage of our custom engraving. We are proud to be the company you’ve chosen for your eyeglasses needs and we hope to continue to provide those needs for a long time.
Zenni offers good prices on frames, and not much else.
The site is slow and confusing, customer service is useless - all they do is put customers on hold.
Once you figure it out, it takes many weeks to get glasses delivered.
Half the time the glasses are of terrible quality - frames fall apart, do not hold shape. Posted reviews are fake.
In any case, no matter what broken glass they sent out, Zenni keeps your money, no apologies issued. Return policy is a sham.
But if the glasses work out - great, forget the awfulness of Zenni and enjoy the savings.
Thank you for posting your Zenni review of your experience ordering eyeglasses from us.
It is good to know that you appreciate the low prices of our products, but we were sorry to read your comments about our website, our customer service team, the delivery time, and the quality of the glasses.
Consequently, we apologize for any dissatisfaction you experienced as a result.
However, your statement about the positive reviews on our website is inaccurate. They are all independently verified to be authentic, or they would not be posted on our website.
The first order we see you have placed with us, order o4947150230, was placed on August 1,2022, and according to the U.S. Postal Service website, it was delivered to you on August 8,2022, the fifth business day after the order was placed, earlier than the seven-14-day delivery-time promise for Standard shipping to U.S. residences, the shipping method you selected. It was delivered quickly enough to be within the five-10-day delivery-time promise for Express shipping.
We see no notes in the database record of this order indicating you had any issues with these single-vision eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz® blue-light-blocking feature.
Your second order, o5039107399, placed on September 6,2022, was delivered to you on September 14,2022, according to the post office, which was the sixth business day after the order was placed, again, earlier than the seven-14-day delivery-time promise for Standard shipping to U.S. residences.
You contacted us on October 6,2022, about these eyeglasses – also with gray photochromic lenses and Blokz®, in full-rim, browline, oval, stainless-steel, multicolor frame 3212329, with a frame width of 130 millimeters – to advise that you did not like the material from which the frame was constructed.
We apologize again for any dissatisfaction you experienced due to your dislike of this frame.
Today, October 7,2022, 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. We also emailed you a prepaid mailing label to use for return postage.
We look forward to receiving the returned eyeglasses and issuing this 100 percent store credit refund, which we hope will resolve this matter to your satisfaction.
My daughter lost her original pair of glasses that were less than 3 months old. Knowing insurance would not cover another pair, we chose to order through Zenni. She LOVES the glasses! She ended up finding the original pair after I ordered. Now she wears both, and you honestly can't tell the difference between the extremely expensive pair and the Zenni pair. I was nervous about ordering for a child, but it turned out great!
This is totally my fault, but as a warning you'd better read their refund policy before you buy. If you just need to exchange them due to poor fit or the prescription is wrong, you can process a return for 100% refund and get the new glasses you need. However if you have a prism in your prescription along with bifocals, Zenni cannot make them. I had no idea that Zenni cannot provide the same type of glasses that I can get in a brick-and-mortar store. This has ruined my taste for online glasses ordering. Will never use Zenni or any service again.
Thank you for posting your Zenni review of what appears to be the first order you placed with us, order o5187029015, placed on November 23,2022, for one pair of single-vision distance eyeglasses with our Blokz® blue-light-blocking feature, and one pair of single-vision polarized gray sunglasses with an indigo blue mirror finish.
We were sorry to read that you are disappointed that you could not order bifocal eyeglasses with your prism correction, which we provide only for eyeglasses with single-vision prescriptions.
Consequently, we apologize for any disappointment you experienced as a result.
As you indicated in your review, if you would like to return these two pairs of glasses to us for one of our two refund options – either a 100 percent refund of the price of the two pairs of 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 – insofar as the order is within its 30-day warranty period, which starts the day the order is delivered, which the U.S. Postal Service website advises was December 3,2022 – we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone will be happy to assist you when you provide the order number, o5187029015.
They will email you instructions to return the glasses to us for the refund option you select, and 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, o5187029015, in the subject line of the email and please advise that you would like to return the glasses to us for the refund option you select.
We will email you the instructions to return the eyeglasses to us for this refund, and we will also email you a prepaid mailing label to use for return postage.
We look forward to hearing back from you about this matter, in the hope that we may resolve this matter to your satisfaction.
We also hope that you have a very happy holiday season!
Don't waste your time. Cheap, cheap frames, difficult ordering process, AWFUL customer service.
Go to Warby Parker. They measure your PD and are professional. For the same price you get great glasses, like what you would get from your eye doctor's office.
Thank you for posting your Zenni review of the first order for eyeglasses you placed with us – order o4880555137, placed on July 5,2022, for one pair of single-vision eyeglasses in full-rim, cat-eye, flexible-plastic, wine / rose ombre frame 2023918, with a frame width of 130 millimeters. We were sorry to learn you were unhappy with these glasses, and we apologize for any disappointment you experienced as a result. You returned these eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, and you used the store credit toward the purchase of a new pair of standard progressive eyeglasses in order o4902618924, placed today, July 26,2022, in full-rim, cat-eye, flexible-plastic, black and sky-blue ombre frame 2017016, with a frame width of 137 mm, and with a different pupillary distance (PD), 34 mm for each eye, from the PD you entered on the previous order, o4880555137, a single PD of 62 mm. We hope that you will be satisfied with these eyeglasses.
Purchased a pair of glasses from Zenni optical online, the glasses were supposed to have photo chromatic lenses, lenses that I get darker outdoors. The illustration and explanation both indicated the level of tint. Both are inaccurate and when I received my glasses, it barely had a slight bluish tent after being outdoors in the sunlight for 10 minutes. Their hustle is that they send you bad glasses, poorly made, substandard, ineffective and when you want a refund they only want to give you 50%. That's their scam. You lose either way.
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.
I have been ordering from zenni for some time and I enjoy all options and styles. They come in their own cases and cleaning cloth. Every time I put on a new pair the crisp look just feels so refreshing for my eyes. You do have to pay more for other options but basic recommendations work just as wonderfully.
Ordering was easy. Frames and lenses are exactly as I was expecting! I appreciate all the frame dimensions included on the product pages so I could compare them with my old glasses and get a good idea of what would be too small or too large for my face.
Overview
Zenni Optical has a rating of 3.1 stars from 4,162 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Zenni Optical most frequently mention new glasses, customer service and good quality. Zenni Optical ranks 3rd among Eyeglasses sites.
Ready to revolutionize the way you buy glasses? At Zenni, we believe everyone should have access to high-quality, affordable eyeglasses. With over 4,000 frames and prices starting at $6.95 for single-vision prescription glasses, you don't have to limit yourself to just one pair when you order glasses online. Express all facets of your personality with our low-priced eyeglasses and sunglasses in every style, shape, and color imaginable.
Use our virtual try-on to see how your favorite frames will look instantly – try a pair of online eyeglasses without the risk! Once you've placed an order for eyeglasses online, your glasses are individually crafted at our state-of-the-art manufacturing facility and shipped directly to you.
We also offer multiple shipping options including our new 2-3 Business Days Rush Delivery Service.
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- Novato, CA, United States
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Business History
Doesn’t everyone deserve to look good while wearing an affordable pair of glasses? Thus, Zenni was born in the San Francisco Bay Area - a natural fit in the home of forward-thinking, tech-savvy companies. The mission was clear: Give people glasses they can actually afford but still make them look like a million bucks. It started small, a little company with big ideas, but it quickly grew into a phenomenon. Fashionistas, moms on-the-go, discerning customers; everyone found that they could get the selection they deserved at prices they could afford with Zenni Optical.
Zenni has since grown into an online optical industry leader. That’s prescription eyeglasses online. Prescription sunglasses online. Non-prescription sunglasses online. Sports glasses online. Goggles online. Maybe you get the picture. Zenni’s online.
Zenni Optical was built upon the following principles, and is dedicated to fulfilling them:
• To provide the most affordable eyeglasses to people all over the world.
• To provide the highest-quality optical lenses to our customers.
• To make it easy to order eyeglasses online.
• To provide exceptional customer support.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
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Thank you for posting your Zenni review of your recent experience with our customer service team. We were sorry to read that you have been displeased with the return process when you have wanted to return frames you ordered that we were also sorry to learn turned out to be too small. Consequently, we apologize for any dissatisfaction you experienced as a result. The frame from your most recent order, o4792917930, placed on May 31,2022, and delivered to you on June 11,2022, according to the U.S. Postal Service website, is full-rim, cat-eye, acetate, spring-hinged, pink tortoiseshell frame 4437919, with a frame width of 131 millimeters. We were sorry to read that this frame is too small to fit you well. On your most recent previous order, o4657857721, placed on April 7,2022, you selected full-rim, cat-eye, flexible-plastic, translucent floral frame 2018723, with a frame width of 135 mm. We see no notes in the database record of that order indicating that you had any issue with the size of these single-vision eyeglasses. However, you returned your glasses for a 100 percent refund in the form of store credit to your Zenni account from the order prior to that one, o4550249796, placed on February 22,2022, in full-rim, rectangular, acetate, black frame 439521, with a frame width of 126 mm. Although this frame is narrower than frame 4437919, the notes in the database record of this order indicate that you were happy with the frame. Nevertheless, if you would like to return the eyeglasses in 4437919 for the refund option available for an order placed with a combination of store credit and funds from a credit card – a 50 percent refund of the amount of store credit that was used to pay for the order to the credit card used to pay for the other part of the order and a 100 percent refund of the amount that was paid for with funds from the credit card – insofar as 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 with emailed instructions to return the glasses for this combined 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, o4792917930, in the subject line of the email, and in the body of the email please advise that you would like emailed instructions to return the glasses in frame 4437919 for the combined store credit and 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. Moreover, since you have had size issues with the frames you have ordered, 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 we very much hope to hear back from you, so that we may resolve this matter to your satisfaction with a combined refund, and so that you may place a new order for eyeglasses in a frame that should fit you well.