Yeesh, where do I begin? I ordered sunglasses from their company late last summer which was all fine and good until one of the lens popped out of the frame a couple months later. Since I was already past the warranty, I didn't qualify for a refund, plus I was aware on reddit that this company is stubborn about that. Needless to say I was able to pop the lens into the frame and still use them, despite the fact that the defective lens would pop out on and off occasionally.
A few days ago when I had my sunglasses on the defective lens not only popped out but after many months of stress on the frame, the frame broke on the side, too! I was so irate. So, I wrote a review harping on the bad quality. Zenni contacted me as a result of this review and advised me that I should contact their customer care to get a refund as they would make an exception for me. Ok....
I didn't want to call so I sent an email as directed (with the order number as directed) and one of their representatives from China (because this company is too cheap) told me that I was already past the warranty and I was pretty much SOL, although she stated that I should feel free to purchase another pair. What?! At that point I was pissed. I sent her screenshots of the messages Zenni sent me which indicate they made an exception for me.
I just found out today that instead of issuing a refund, this same crazy representative reordered the same sunglasses AND reiterated that this was an exception! I don't want your horrible sunglasses and I never said I wanted a replacement! Where in my message from Zenni did it say that I should get a replacement pair??? But I guess that's cheaper for them instead of giving my money back.
Buyer beware. You get what you pay for both in product quality AND CUSTOMER SERVICE. They're fine if you have no issues but should you EVER have issues with what you received, it's going to be an absolute nightmare working with them.