kenneth n.

Thank you for posting your Zenni review of your vision through the left lens of the standard progressive eyeglasses you received on your first order with us. We were sorry to read that your vision through the left lens was poor, and that the frame you received – full-rim, rectangular, stainless-steel, spring-hinged, black frame 591521, with a frame width of 135 millimeters – was crooked. Consequently, we apologize for any dissatisfaction you experienced as a result. We see that you selected the 1.53 standard-index Trivex lens for these glasses, although when we entered your prescription on our website with this frame, the lens that was recommended was the 1.67 high-index lens, which would have made the lenses much thinner than the Trivex lenses. Nevertheless, we were also sorry to read that you declined to provide a copy of the prescription so we could confirm that it was entered correctly on the order. However, if you provide this confirmation, we can invite you to return the eyeglasses to us for an inspection, since this order is within its 30-day warranty period, which starts the day the glasses are delivered. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please advise of the order number, o4359160595, when you call, and please have a copy of the prescription you used to place the order handy, because the customer service representative will ask you to read the prescription to them to confirm that it was entered correctly. If the pupillary distance (PD) is not on the prescription, we understand from the notes in the database record of the order that you advised that your eye doctor provided the PD measurement, 58 mm. If you confirm that you entered the prescription and PD 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, we can remake them 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, o4359160595, in the subject line of the email, and in the body of the email please attach a copy of the prescription. If the PD is not on the prescription, please advise how it was obtained. If the prescription matches what you entered, we will email you the instructions to return the glasses for an inspection and we will also email you the prepaid mailing label. If the prescription does 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 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.