Karen W.

I am somewhat embarassed to have previously submitted a poor review of Zenni Optical. I encountered a huge problem, and in my haste submitted a 1-star review. The nature of the problem seemed to be a missing Rx in one lens. It was not missing, however, and was fulfilled incorrectly due to my own mis-reading. I was "screaming mad" when I found out the refund was only 50%, however the alternatuve offered was an 'in-store' full credit towards another pair. I should also add that the Rx was more complicated than standard. The customer service representative professionally and thoroughly explained my options. In the end, I validated my Rx, and used the in-store credit to get another pair of glasses. The cost to me was having the additional wait time. So, do read the policy, but also make sure you enter the Rx exactly as listed. I am very happy with my new glasses

Employees walk around store to solicit 'cheap' upgrade from basic to plus membership, then at renewal time Sam's makes it difficult to go back to basic. Can't be done online or while checking out---must go to desk where reps are expected to be 'retention specialists. Toll-free help real person help nearly impossible, but uses foreign call center, nice people, but explaining issues is a challenge. Decades as customer means nothing.