Zenni Optical

Thank you for posting your Zenni review of the standard progressive eyeglasses you ordered with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz® blue-light-blocking feature, from your order o4340526810, placed on December 1,2021, with which we were sorry to learn you could not see well through the near-vision (reading) section toward the bottom of the lenses. We were also sorry to confirm that we were unable to inspect these eyeglasses, which you returned to us for an inspection, so we made a customer service exception to remake them for you for free, in order o4472115750. We were also sorry to learn that you could not see well with the remade eyeglasses, either. Consequently, we apologize for any dissatisfaction you experienced as a result. Since the remade pair of eyeglasses was delivered to you on February 3,2022, it is within its 30-day warranty period, which starts the day the glasses are delivered. Therefore, you may return these eyeglasses to us for an inspection of the prescription, particularly the near-vision (reading) section toward the bottom of the lenses. 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 inspection of the prescription on the lenses, especially the near-vision (reading) section. We will also email you a prepaid mailing label to use for return postage. If our inspection finds that any aspect of the prescription in the lenses is incorrect, we can offer to remake the glasses for you for free once again. But if our inspection finds that the prescription in the near-vision (reading) section is 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 credit card you used to pay for the original 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, o4472115750, in the subject line of the email, and in the body of the email please advise that you would like to return the glasses for an inspection of the prescription, specifically the near-vision (reading) section. We will email you the instructions to return the glasses for the inspection, and we will also email you the prepaid mailing label. We very much hope to hear back from you, in the hope that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the two pairs of standard progressive eyeglasses you and your husband received. We were sorry to learn that you and your husband are experiencing blurry vison when you look through the reading section of the lenses of your eyeglasses, and that the photochromic (light-sensitive, auto-tinting) feature on these standard progressive lenses with our Blokz® blue-light-blocking feature in both pairs of eyeglasses is not getting as dark as you had hoped. Consequently, we apologize for any dissatisfaction you experienced as a result. We want to mention that photochromic lenses get their darkest, approximately 50-60 percent dark, on cold, sunny days. In addition, we want to advise that we manufacture a style of standard progressive glasses called freeform, which has a 12-14-millimeter-wide progressive reading corridor, where intermediate (computer) and near (reading) vision are placed, with no vision correction on either side of this progressive reading corridor. Therefore, we recommend that customers point their nose at what they are viewing on their computer or reading, rather than moving their eyes from side to side. In addition, we place the top of the progressive reading corridor at 5 mm up from the centerline of the lenses. One of the pairs of eyeglasses you ordered, in full-rim, rectangular, plastic, gray frame 264912, with a frame width of 138 mm, has a lens height of 30 mm. Therefore, the centerline of this lens is at 15 mm up from the bottom, with the top of the progressive reading corridor, where intermediate (computer) vision is placed, with the near (reading) section below that, is at 20 mm up from the bottom. The other frame on the order is full-rim, cat-eye, acetate, spring-hinged, buff-colored frame 4425133, with a frame width of 137 mm and a lens height of 39 mm. The top of this progressive reading corridor is at 5 mm above the 19.5 mm centerline of these lenses, 24.5 mm up from the bottom. We also want to mention that we see on two previous orders, from 2016 and 2017, a pupillary distance (PD) of 58 mm entered on three pairs of eyeglasses. On the current order, o4329316543, two PDs were entered, 65 mm for the glasses in frame 264912, which we believe were ordered for your husband, and 62 mm for the glasses in 4425133, which we believe were ordered for you. We want to advise that a PD never changes for an adult, so if you obtained an accurate PD measurement from an eye doctor, we recommend always using this PD. Nevertheless, 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. When you call, please have copies of the prescriptions for you and your husband that you used to place the order, because the customer service representative will ask you to read the prescriptions to them to confirm that they were entered correctly. If the PDs are not on the prescriptions, please be prepared to advise how the PDs were obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered the prescriptions and PDs 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, regarding either the photochromic features or the prescriptions, we can remake the glasses 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, o4329316543, in the subject line of the email, and in the body of the email please attach copies of the prescriptions. If the PDs are not on the prescriptions, please advise how they were obtained. If the prescriptions and PDs match what you entered, we will email you the instructions to return the glasses for an inspection of the photochromic features and the prescriptions, and we will also email you the prepaid mailing label. If the prescriptions or PDs do 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.