BBB Accredited Business since

Zenni Optical

Phone: (800) 211-2105 Fax: (415) 883-7020 448 Ignacio Blvd Ste 332, Novato, CA 94949 View Additional Email Addresses http://www.zennioptical.com


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Description

This company offers prescription eye glasses.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Zenni Optical meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Zenni Optical include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 183 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

183 complaints closed with BBB in last 3 years | 67 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 3
Delivery Issues 0
Guarantee/Warranty Issues 55
Problems with Product/Service 118
Total Closed Complaints 183

Additional Complaint Information

Complaints on file with BBB concern the company's refusal to issue refunds for incorrect orders. The company responded to our concerns by stating the following:
We have a 30-day warranty/return policy:
If a customer enters their prescription incorrectly - they can return the glasses at their own expense for either a 50% refund or a one-time 100% store credit to reorder.
If a customer's glasses become damaged or break within the first 30-days of receiving their glasses - they can return the glasses at their own expense and after confirming with an internal inspection, we'll remake them at no cost and also refund $2.50 for return shipping (this amount is based on a USPS standard mail rate based on weight).

If a customer believes there is a manufacturing error, the glasses can be returned for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them at no charge. Defects in the anti-reflective (AR) coating and photochromic films are warrantied for one (1) year from the date of receipt. This warranty does not cover normal wear and tear to the frames, lenses, or coatings. The customer will also be refunded $2.50 for their return shipping.
Here's the link to our policy - http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#faqTopic

The company also states they have resources on their website to assist consumers prior to ordering glasses:
Video Tutorials - http://www.zennioptical.com/howto
FAQs - http://www.zennioptical.com/faq
How to Measure Your PD - http://www.zennioptical.com/measuring-pd-infographic

BBB suggests you understand and read the company's return policy thoroughly as well as reviewing the company's FAQ's page.


Customer Reviews Summary Read customer reviews

13 Customer Reviews on Zenni Optical
Customer Experience Total Customer Reviews
Positive Experience 11
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 13

Additional Information

BBB file opened: December 16, 2003 Business started: 04/19/2003 Business started locally: 04/19/2003 Business incorporated 01/03/2012 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Food and Drug Administration
10903 New Hampshire Ave, Silver Spring MD 20993
www.fda.gov
Phone Number: (888) 463-6332
The number is 3005211969.

Type of Entity

Corporation

Business Management
Ms. Mia Vecina, Account Manager
Contact Information
Principal: Ms. Amy Matyja, Social Media Marketing Coordinator
Customer Contact: Ms. Mia Vecina, Account Manager
Number of Employees

300

Business Category

Optical Equipment & Supplies Optical Goods - Retail Sunglasses Eyesight Training Internet Shopping

Service Area
This business service area covers: Internationally
Alternate Business Names
Zenni Optical, Inc.

Additional Locations

  • 448 Ignacio Blvd Ste 332

    Novato, CA 94949 (800) 211-2105

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/9/2016 Billing/Collection Issues
4/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refuse to refund poorly made glasses I received my glasses from zenni optical and I could not see out of them. I took them to my doctor and she checked the lenses. Neither lens was made correctly. I would like a full refund vs. a store credit because I do not want to take a chance and get another pair of junky glasses again. Zenni will not give me a full refund. They will only refund 1/2.

Desired Settlement: Full refund including return shipping which was $2.74

Business Response: Initial Business Response /* (1000, 5, 2016/03/17) */ Dear *********, We apologize for the inconvenience you have experienced. We understand that no company is perfect and once in awhile, human error may occur in our lab. We've requested an inspection to be done on your order. Once we have the inspection results we will email you. In the meantime, please send us a copy of your prescription to *******@zennioptical.com. Thanks for reaching out. Zenni Optical

3/25/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service
3/14/2016 Problems with Product/Service
3/14/2016 Guarantee/Warranty Issues
3/2/2016 Problems with Product/Service
2/26/2016 Guarantee/Warranty Issues
2/25/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Iam asking for a full refund because my prescription was reversed, making the glasses useless. I took my new eye glasses to Umpqua Valley Eye Associates Roseburg, Oregon whom did my eye exam and was told the prescription was reversed, making the glasses useless. I told Zenni Optical of their mistake, asking for a full refund, the will only give me half my money back.

Desired Settlement: I am asking for a full asking for a full refund of my $113.60

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ Dear *****, So sorry to hear about your experience. We're reviewed your order and found that the prescription entered does not match the prescription that your doctor issued. We'd be happy to make an exception and accept the return of your order for an inspection. If we found that the glasses were not manufactured to what you entered on our order form, we'll be happy to honor your request for a full refund. If you'd like to discuss this further, please give us a call at (XXX) XXX-XXXX. Thank you. ***, Zenni Social Team Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 4 pairs of glasses that were never received. I called Zenni Optical and was told to get extra insurance next time. 4 pairs of glasses were ordered on Jan 5, 2015 that I never received. Order number #oXXXXXXXXX I was tracking the package and the day it was to be delivered I immediately got the mail when it was delivered but no package. I checked with the post office they showed delivered. I called Zenni optical customer service 3 days later and told them the package was never delivered. The customer service rep told me next time order extra insurance but there was nothing they could do. He never got my name or order number to look up the transaction. So I let it go for a long time but the more I thought about it the madder I got. So in almost a year goes by and I call Zenni again. This time I ask to speak to a supervisor but the rep insists she can help me. She tells me because if I had called earlier it could have been fixed but because of the time frame all they could give me is an $18.95 credit for shipping. So basically I'm out $176.55 because one guy didn't do his job. I could probably let this go if I was a new customer but I've been ordering glasses from this company since 2013. At the beginning of the year when I receive my new FSA card I order a few pairs of glasses for the year. I won't be doing that this time.

Desired Settlement: I do not even want the money back. If they still have the frames in stock from that order I just want those glasses that were ordered.

Business Response: Initial Business Response /* (1000, 5, 2016/01/25) */ Dear *******, So sorry to hear about your experience. Unfortunately, we are unable to accommodate your request to have the order remade at no cost. It's our understanding that this order was placed on January 5th, 2015 and shipped on Jan. 16th. We didn't receive any indication that this order was not delivered to you until November 3rd, 2015 when you contacted us through our online chat. Since then we've issued you a store credit for the value of $18.95 on Novemeber 5th to reorder with express shipping, as an exception. At this time, the only other exception we can offer you is to place the exact order again at 50% off. Please let us know if you'd like this option by giving us a call at (XXX) XXX-XXXX. Thank you. Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did call in January of 2015 to say I did not get the package. But I partly have to blame myself for not getting the rep's name that I talked to. I will accept the terms because I really wanted those frames but I will never order from the company again. I work in a call center and we are taught to always get a name and log info incase something happens or that person calls back we have notes. That was not done in this case and because of it I was screwed.

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have paid for my product, 4 weeks have passed. I have not received my product, and I am not serviced with replacement or refund. Hello, I really need help with the company called Zenni Optical. I ordered a new pair of glasses from them online on November 3rd. I paid 65.80 to them up front. I had recently moved to a new apartment on the same street, so I did update my address when I ordered. I checked on them the other day because I thought it had been too long. The tracking information said that it was delivered Nov. 12thto the old address. I also am a customer service representative for a large company here in *********, and I know the value and responsibility of delivering satisfaction to a less than happy customer. Either because of the postal service, Zenni Optical, a computer glitch, I now am out 65.80 and I have no glasses. I contacted their main office Customer Service Dept the other night and was told they would not refund my money, and they would not replace my glasses. *******, a supervisor, (he would not give me last names), said he would give me 50% off my next order (?). I said I didn't want to spend more money to receive something I had already paid for. "I ordered a pair of glasses with my new prescription on November 3rd, and have been waiting anxiously because I really need them (vision wise). I paid almost 70 dollars I had moved to a new apt. in my complex with almost the same address (same street, different number) and I remembered thinking that I hope they see the difference. After waiting some time, I called customer service today. They were delivered to the old address (of course) Customer Service Representative **** told me I would not receive a refund or a new pair of glasses I asked what would be the next step for me to take in the matter he told me his supervisor's name (*******) I asked for last names and was told they do not give their last names (Questionable) . ******* called me this evening and told me he could not help me. He said he would give me 50% off my next order, but no refund or replacement pair. I explained that I had filed with the post office before my move to have any mail sent to my old address within a year, and if they had arrived at my former address it would have been forwarded. The offer of 50% off another order insures that I will invest my money with Zenni Optical again, which would be foolish on my part with such poor business practices exercised in this transaction. I work in Customer care as well, and I know what can be done to address issues and send a customer away happy, and recommending my company. By employing USPS to deliver your product, the postal service is an extension of your services. The ultimate responsibility falls to you, the merchant, to complete the transaction to satisfaction if monies have been transferred, which they have. You have my $70.00 ******* told me I was repeating myself, (rude of you *******), and I asked him if he was choosing not to help me. (He ultimately hung up on me.) Upon checking my account later that same evening, after Supervisor ******* had informed me he had changed my address (assuming I hadn't done it before) it still remained incorrect. My shipping address was changed, not my billing. Human error, which was my point.

Desired Settlement: I would like to have my money returned. I have already ordered a pair of glasses from an another company because I need them, and I was told They would not be sent to me (unless I paid 50% more). Color Gray Prescription Type Progressive (No-Line Multi-Focal) (SPH) (CYL) Axis ADD 0.50 -1.00 80 +1.0 0.50 -1.00 95 OD - Right OS - Left PD 68 Frame Price $27 oXXXXXXXXX Back to My Orders List SHIPPING ADDRESS ***** ****** ***************************************************************,XXXXX US Tel: XXXXXXXXXX SHIPPING METHOD standard PAYMENT METHOD visa xxxx xxxx xxxx 7870 (THIS IS SHIPPING ADDRESS) ****** ****** **********************************,XXXXX US ORDER DATE November 3, 2015 STATUS: COMPLETE Track Order EYEGLASSES

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Dear *****, So sorry to hear about your experience. Unfortunately, under our Terms of Use Section 7, it is the customer's responsibility to enter the correct information on our website. Since we successfully delivered the order to the shipping address you provided we cannot honor your request for a full refund. http://www.zennioptical.com/terms-of-use As previously proposed by one of our supervisors, we would like offer a 50% discount if you were to place the order again. Please give us a call at (XXX) XXX-XXXX, if you'd like to accept this exception. Thanks! Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did change my address prior to the order. And, upon speaking to the manager, he said he changed my address "as we spoke". I went into my account later that evening, and my shipping address remained incorrect, my billing address was updated, NOT my shipping address. I maintain that I changed my address, AND I had filed with the post office to forward to my new address from my old address for the following year. I should have gotten it regardless. The half off next order solution he offered me required that I spend more money with this company that already was not helping me. Why would anyone do this? At this point I still would either like my product, with a guarantee that their system properly updates my address, or a refund. Service was bad, and customer care was rude. Highly disappointed in this whole experience. Final Business Response /* (4000, 11, 2016/01/09) */ Dear *****, So sorry but we are unable to honor your request. We've thoroughly reviewed your order and unfortunately cannot remake your order or refund you in full as the glasses were successfully delivered to the address you provided when you submitted your order. Please refer to our terms of use, section 7: http://www.zennioptical.com/terms-of-use. We'd be more than happy to make an exception to provide a 50% discount on your next exact order. Please give us a call at (XXX) XXX-XXXX if you'd like to accept the offer. Thank you. Zenni Optical

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Glasses were not usable for my eyes; only half of cost returned. On October 26, I ordered eye glasses from Zenni Optical Inc. The glasses were charged to a credit card in the amount of $53.75. I received the glasses about two weeks later. They were not usable, perhaps because my vision had changed since the prescription was written. I returned the glasses immediately and was only given a refund for half (without postage), $24.40 and not the full price, less postage. It is an industry custom, that eyeglasses are refunded in full even if the customer's vision has changed. In addition, Zenni has "Satisfaction Guarantee" written on its statement. Obviously, they did not provide customer satisfaction. Printing "satisfaction guarantee" (thusly) and not providing it amounts to fraud.

Desired Settlement: I want the other half of what I paid, $53.75, less postage.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Dear ***, We're so sorry to hear about your experience. We'd like to make an exception and refund the rest of the amount back to your credit card. Please allow 24-48 hours for the request to be completed. Please be advised, depending on your credit card company it may take 3-9 business days to see the refund back to your account. Thank you! Zenni Optical

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 pair of eye glasses online and they are defective and not properly manufactured per doctors prescription. The customer service department wants to run me through some additional exercises and doesn't care that they are defective and non functional and I can't see through them clearly. All I want is a refund so I can purchase correct eye glasses somewhere else so I can see properly.

Desired Settlement: I want my Paypal account credited immediately for the full cost of the glasses of $178.70 usd.

Business Response: Initial Business Response /* (1000, 8, 2015/12/31) */ Dear ******, So sorry to hear about your glasses. It's our understanding that you will be returning your order for a full refund. Once we receive your order we will process the full refund and email you the transaction number. If you have any questions or concerns, please feel free to give us a call at (XXX) XXX-XXXX. Thank you! Zenni Optical

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not receive full refund for exchange. Item show with their filter said red but arrive purple. Would not give full credit so I could purchase anoth Ordered the buy 2 get 1 free. Had to send a pair back because when using their websites filter using mens and red , pulled up a pair of "red" glasses. They didn't look purple online, but when we received them they were green and purple. Called regarding issue and was told to send back, at my expense. Did so and they only gave me a store credit of $57.90 instead of the full $83.85 I paid for the returned sunglasses. Will not give me the difference so I can replace the glasses still utilizing the buy 2 get 1 free. This was THEIR error. I would not have bought purple glasses, their filter called them red, would not have had to send them back and would not have to go through this ordeal. I didnt breach the contract they did. This was no fault of ours. Their website is still bringing up the purple glasses under a red color filter setting. All I want to do is to be able to buy another pair of glasses for equal or less amount and it be covered due to their filter error.

Desired Settlement: All I want to do is to be able to buy another pair of glasses for equal or less amount of the ones I returned ($83.85) and it be covered due to their filter error.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Dear *****, So sorry to hear about your experience. We've made an exception to issue the rest of the store credit value as of 12/21. If you have further concerns or questions, please give us a call at (XXX) XXX-XXXX. Thank you. Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They made restitution for the total amount.

1/3/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Glasses were not made to correct measurements or prescription. Zenni promised to repair problem, and pay return shipping. They lied. Order #oXXXXXXXXX. This was a repeat order of a pair of glasses which I wear every day. Cost was $97.70 USD. When they arrived, I tried them on, and was immediately dizzy. I compared the glasses to my original pair, which work perfectly. Unfortunately, the new glasses were not centered correctly, did not have the same measurements at all, and even the nose clips were crooked and bent. The glasses were not correct. The lenses looked like they had been made from 6 layers, and were actually thicker than my other glasses, even though I paid extra for thinner lenses. After contacting Zenni, they promised to pay my return shipping. They requested that I return glasses using proof of delivery. This cost me $27. I returned the glasses, and then there was no follow up from Zenni. After a few attempts to contact them, I was finally told "There is no problem with the glasses", and that they would not honor the warranty. I filed a chargeback with my credit card company, and got a refund. I am still owed the $27 for return shipping by Zenni, and I would like this money back.

Desired Settlement: $27 for return shipping. Acknowledgement that the glasses were defective.

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ Dear ***, So sorry to hear about your latest experience with us. We've inspected your glasses and found them to be manufactured correctly. Unfortunately, we do not refund shipping charges if the inspection results state there was no manufacturing error. Please refer to our Terms of Use, Section 8: http://www.zennioptical.com/terms-of-use Thank you! Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The glasses were clearly crooked. The holes in the lenses where the frame attached, did not line up. The glasses were of a different size than the identical pair I ordered last time (which I wear daily). These new glasses were clearly defective.

12/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Zenni's messed up my prescription on my order and they refuse to provide a shipping label to fix their mistake. My order # oXXXXXXXXX Let me start by saying I really want to like Zenni Optical. I like their frames...a lot. However, their customer service and policies when Zenni screws up your order (prescription makes me dizzy) make it very difficult to continue to like and shop with them. I wish this wasn't the case because there are other frames I would like to order. PROBLEM: I ordered 3 pairs of glasses (actually I ordered 6 pairs but the other order of 3 pairs has not arrived yet), and one of the glasses in my 3 pair order arrived with a defective prescription. I get dizzy when I put them on. DIZZY = something is not right and I didn't do it. I ordered 3 pairs of glasses from Zenni's last year, and while I had an issue with their customer service I was impressed with the prescription of the glasses. I wanted to give them another shot. This time two pairs of glasses came as expected, but one pair was incorrect. TO BE FAIR: Okay mistakes happen. I'm not mad about one pair having a faulty prescription. Even though it was my favorite pair of frames in the order. I just want it fixed by Zenni, who messed up the order/prescription. If two pairs come out fine and one pair is messed up and makes me DIZZY, it obviously is not my fault as I provided the correct prescription. COMMON SENSE: Common sense would suggest when a company messes up on your order, they pay to fix the problem, not the customer. When a customer messes up, that is a different story all dependent upon company policy. However, when a company messes up an order it is their responsibility to fix the problem on their dime, because again, the company messed up. That is if they care to retain the customer and just have...you know...common decency. I should not have to argue or fight for them to pay for shipping to fix the problem they created. I should not have to jump through hoops to fix a problem that they created. CUSTOMER SERVICE LESSON #1: A customer should not have to fight for you to take care of a mistake you made. Big issue there. CUSTOMER SERVICE LESSON #2: Don't make customers feel like they are lying about their faulty prescription. Especially if they ordered 3 pairs and 2 pairs did come out correct AND THEY STILL WANT TO KEEP THE FAULTY PAIR BY GETTING IT FIXED. Kind of obvious who messed up there. It shouldn't take you "3-5 days to verify a manufacturer defect" after you receive the package that you expect me, the customer, to pay shipping for. And you also expect me to print out receipts and prescriptions and such all for your "verification" process. P.S. I'm not the only customer complaining about this issue. You guys are great when you do it right the first time. However when most people have to actually interact with your customer service, that is another story. CUSTOMER SERVICE LESSON #3: Don't make customers print out information so you can "verify" you messed up, when you already have said information. I uploaded my prescription so you could make it correctly. Why do I need to print it out for you when you should have it in your system? It is still in my online account. Seriously, don't make customers do unnecessary work, especially when you messed up the order. But it's a good rule of thumb all around. Just sayin'. CUSTOMER SERVICE LESSON #4: Don't make customers pay for shipping to get a product fixed that you broke/messed up to begin with. And then don't add insult to injury that after you take a week to "verify" that you messed up, you might grace me with the possibility of up to a $2.50 shipping refund. Seriously, who made that policy??? It's ridiculous and rude. The shipping for an item you messed up on will cost just as much as my frames, if not more, making your frames not a good deal after all. It is common business practice that when a company messes up, they have a pre-paid shipping label and foot the bill, period.

Desired Settlement: I want the frames replaced with the correct prescription AND I want this done by receiving a pre-paid envelope or pre-paid shipping label. I refuse to pay for shipping and possibly be reimbursed $2.50 when they messed up my order. I have a screenshot that proves they have provided a shipping label to another customer whose order they messed up. I will be happy to provide that to you. The other 2 frames in the order came with a perfect prescription, confirming that I entered my prescription correctly and the mistake with these frames is on Zenni. I really like the frames and want them fixed - how they should have arrived in the first place. I am already going to have to wait 3+ weeks to get them fixed. Why Zenni wants to add salt to the wound for a mistake they made is beyond me. Especially when I own seven pairs from them and wanted more frames. But their service is ridiculous. I'm not being finicky and sending back a pair of glasses I ended up not liking. On the contrary, I really like the frames and I really want to be able to wear them, but your manufacturing process made that difficult as they make me dizzy and going up stairs would turn into a nightmare and a hospital visit. CUSTOMER SERVICE LESSON #5: Don't have such poor customer service that a customer gets so upset they take precious time out of their day to school you on common business practice and good customer service. I'm not asking for the world or for free ****. I just want the glasses I paid for to not be defective, especially when I didn't defect them. My feelings at this point equate to: "Ugggh" *face palm* and "Grrrrr" *shrug with angry confused look on face*.

Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ Dear *****, So sorry to hear about your experience. It's our understanding that your new order was delivered on or around 12/24. Please feel free to contact us at (XXX) XXX-XXXX if you have any other questions or concerns. Thanks for reaching out. ***, Zenni Social Team Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm sorry this took me a while. It looks like the glasses were delivered on December 24th but I was on vacation. I don't want to sound like an ungrateful curmudgeon. I'm happy my defective glasses were finally replaced. They were still not going to resolve the issue after days of multiple back and forth with customer service explaining the issue until I said, "Okay but I want to give you a heads up I have left a review with the following review sites, and contacted the BBB so you may hear from them". Within 30 minutes I had a new pair of glasses ordered and being shipped to my house. Hmmmm....thank you? They have a great product when it is make correctly. I shouldn't have to leave a sarcastic review that sounds like a broken record in hopes of making common sense and common business practices - more common. And I shouldn't have to contact the BBB. But thank you, I appreciate your (BBB) help in mediating this issue. To give a proper compliment sandwich, I'm happy I got the glasses fixed. They are really cute and I can see in them now. #Winning. That is all I wanted. I hope this serves as motivation for them to update their policies and train their customer service agents to be consistently stellar. Thank you for my fixed glasses. And thank you BBB for being consistent in following up on the issue. :)

12/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of Progressive, No-line, Multi-Focal glasses from Zenni. When my eye doctor checked the glasses, it is only single vision glasses. About a year ago, I ordered this pair of glasses from Zenni Optical. It was for a pair of "Progressive (No-Line Multi-Focal)" glasses for my distance vision and for my close-up reading with added +1.50. But when I had my annual vision check with my eye doctor yesterday, she examined my glasses and told me this pair of glasses is a single vision glass with no added prescription for close-up reading at all. I can't believe Zenni Optical could deceive customer in such a brazen manner. When I called Zenni's customer service phone line, all she could tell me was: Sorry it has passed ** days return period. See glasses are different than other consumer products. I tend to believe any discomfort with a new pair of glasses could be the new prescription and takes time to get used to. But I have to trust that the business has provide proper QA/QC for their products before they ship them out to consumers. That trust is totally gone from me to Zenni Optical. I want to warn other consumers not to trust Zenni Optical's products due to my experience. ADDITIONAL DETAILS: Case is being handled by another organization: Discover Card

Desired Settlement: I request a full refund of $102.57 that I paid for, as well as $1000 for the suffering of wearing this pair of glasses that was not made to the proper prescription.

Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ Hi *****, We're sorry to hear that you were having trouble with your glasses. We've received your glasses, which will be inspected soon; once the inspection has been completed we'll contact you by email to discuss next steps. If you have any questions, feel free to give us a call at (XXX) XXX-XXXX. Thank you! ***, Zenni Social Team Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business' response has NOT resolved the complaint. It merely indicate they will check the faulty product I sent back to them. This check typically takes only a few minutes under an inspection scope. I look forward to they proposed solution to this matter. - ***** **** ** Final Business Response /* (4000, 9, 2015/12/23) */ Dear *****, We've inspected your glasses and unfortunately it was found to be made incorrectly. We are sincerely sorry about this, and have requested a full refund back to your credit card ending in 8153 as of 12/17. Please allow 3-9 business days for the refund to be posted into your account. If you have any other questions, please free to contact us at (XXX) XXX-XXXX. Thank you! ***, Zenni Social Team Final Consumer Response /* (2000, 11, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni Optical made the wrong glasses as they have admitted here. I ordered a pair of multi-focal transition lens and they made a pair of single vision lens for me. They have issued a full refund to me and an apology. But nothing about my one year of trouble using the glasses. I guess they did the minimum customer service at this point. I will let the case close.

12/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Requesting 100% refund to credit card for glasses purchased that do not sit properly therefore I can't see out them. Re: Order # oXXXXXXXXX Dear Thank you for contacting Zenni Optical. You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number. If you made a mistake during the order or you just don't like the glasses, you can return them for a 50% refund to the credit card or a one-time 100% store credit to exchange them for a new pair. Would you like to return the glasses? If so, we will issue you the RA# (return authorization number). Please also tell us your choice, 50% refund or a one-time 100% store credit (excluding shipping and any promotional discount if applicable). Warm regards, ********* Customer Service Support Zenni Optical (XXX) XXX-XXXX www.zennioptical.com Sent: Wednesday, November 18, XXXX X:XX To: Zenni Live Chat Subject: Re: OXXXXXXXXX to Zenni The glasses don't fit my face correctly. They hang below my range of vision. Can't wear a pair of glasses that I can't see out of. I purchased this pair because the glasses that I purchased from your company earlier this year had the frame split in half on me when I was cleaning them. That seems a bit ridiculous since I have been wearing glasses for the past 30 years and I have never had a pair do that before nor have I had a pair of glasses only last me like 6 months. I would like a 100% refund on my credit card less shipping and handling is fine.

Desired Settlement: 100% full refund on credit card

Business Response: Initial Business Response /* (1000, 5, 2015/12/03) */ Hi *****, We're sorry to hear that you were having trouble with your glasses. We've received your order, and will be providing a 50% refund back to your credit card as you agreed to via online chat on 11/24. Thank you! ***, Zenni Social Team

12/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have two pairs of glasses I would like to return because the frames do not fit on my right ear. One is bent up and the other has a straight arm The order is #oXXXXXXXX and I requested the return on Nov. 21, 2015 for glasses, #XXXXXX and #XXXXXX. The glasses only cost $6.95 each. I bought 3 other pair that were made correctly. I have been a customer for years and have spent literally hundreds of dollars with Zenni. The customer service reps for these emails were ****************************

Desired Settlement: Refund for the two pair of glass ($6.95 each)

Business Response: Initial Business Response /* (1000, 5, 2015/12/09) */ Dear ********, So sorry to hear about your glasses. We've requested a full refund of $13.90 back to your credit card ending in **** as of 12/06. Please allow 3-9 business days for the credit to be back into your account, depending on your credit card company. If you have any other questions or concerns, please feel free to call us at (XXX) XXX-XXXX. Thanks for reaching out. ***, Zenni Social Team Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is fine.

12/14/2015 Problems with Product/Service
12/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My glasses will not keep their shape. They don't stop bending out on the left temple. Also, the glare coating is completely ineffective. I've had my glasses for less than 6 months. I've purchased 5 pairs of glasses from Zenni Optical over the last 4 years and this is the first time I've requested help. The left temple of the frame will not hold it's shape resulting in a frame that sits sideways on my face. Also, any operation of a vehicle at night is nearly impossible due to inexplicable glare. I paid for anti-glare and yet, every source of light looks like a firework. I called the helpline in order to get assistance in replacing my defective glasses and they are telling me that there is nothing they can do, or that I would have to send the glasses back and have them inspected. They are my ONLY glasses. I literally couldn't leave the house for a month while I waited for them to receive, inspect, and replace my glasses. This is RIDICULOUS! I will never recommend or purchase glasses from Zenni Optical again!

Desired Settlement: Replace my defective glasses and stop being unscrupulous jerks.

Business Response: Initial Business Response /* (1000, 5, 2015/11/19) */ Hi ******- We're so sorry to hear you were having trouble with your glasses. We've reviewed your order, it's our understanding that you've placed a new order to return the previous order for a 100% refund back to your credit card. If you have further concerns, please give us a call at (XXX)XXX-XXXX. Thank you! Zenni Optical

12/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered prescription glasses they sent glasses with no prescription Order number XXXXXXXXXX ordered prescription glasses, uploaded prescription they sent me glasses with just clear lenses. Called them they refused to provide label for return or replace glasses with correct order. Customer service people were belligerent and indignant.

Desired Settlement: Send me correct order.

Business Response: Initial Business Response /* (1000, 5, 2015/11/19) */ Hi ***** So sorry if there was any confusion on how to enter your prescription on our website. We've received your order and will be processing the store credit. Please allow 24-48 hours for the store credit to be activated. If you have any questions, please give us a call at (XXX) XXX-XXXX. Thank you! Zenni Optical

12/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company unable to manufacture progressive lenses. I ordered my glasses with progressive lenses on the 11.11.14. When I received them, I had them checked by my optician who advised that they were not manufactured correctly. I had them returned for 5 times and every time they were not manufactured correctly. After it became pretty evident that the company is not up to spec, and after waiting more than 9 months for the glasses to be manufactured correctly, I had to manufacture the lenses locally. I have paid $62.85 for the glasses and to date they have still not sorted out the issue besides they still have to refund me with $9.95 return shipping costs which they never refunded. They are now asking me to return the glasses once again but since I had the lenses done locally and I need the glasses, I cannot and besides I am not going to incur more costs with this company since it has already failed to refund the last return postage costs.

Desired Settlement: I expect to have a full refund of the $62.85 I paid for the glasses and the $9.95 due for return postage costs.

Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ Hi *******, We're so sorry for the inconvenience we may have caused. It's our understanding that a full refund of 72.80 has been issued back to your credit card ending in ****. If you have any other questions or concerns, please feel free to call us at (XXX) XXX-XXXX. Thank you! ***, Zenni Social Team Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund issued as requested.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Zenni Optical is refusing to refund monies paid out for glasses that were not delivered to specs on website Spoke with Jean (who refused to give any other identifying info) via Zenni's 1-800 number on 10/26/15 at 12:00pm. She informed me that Zenni would only refund 50% of our money paid, even if the frames of the glasses were not as the website described. This pair of glasses were ordered on September 4, 2015 at 12:45pm. Order #: oXXXXXXXXX. Order was purchased with store credit due to Zenni's mistake on 1st pair of sending sunglasses, instead of regular glasses (1st pair ordered on 09/22/15 at 12:45pm - same order #). Store credit was issued on 09/01/15 at 12:45am- same order #, in the amount of $98.89).

Desired Settlement: Desired outcome: 100% of monies paid out, as any other outcome would be considered theft. Apology from Zenni Optical due to their poor business practices and customer service.

Business Response: Initial Business Response /* (1000, 8, 2015/11/12) */ Dear *******, We apologize for any confusion you experienced when you placed your order. As previously discussed, we would be happy to honor a 50% refund once we receive your glasses as this order was paid with a one-time use store credit. http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#faqTopic Thank you! ***, Zenni Social Team Initial Consumer Rebuttal /* (3000, 10, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Zenni is at fault for shipping us an item we did not order. They claim we used our, one time store credit to purchase a new pair of glasses. This second set of glasses were simply the correct ones finally being sent out to us - basically a re order. Why should we have to pay for Zenni's incompetence? We just want our money back. If this is not done, then have will have no choice but to pursue this matter thru legal channels. We have already spoken to a federal legal agency, as Zenni shipped subpar goods across state lines, giving them jurisdiction. Final Business Response /* (4000, 12, 2015/11/19) */ Hi ****, We're sorry for any inconvenience we may have caused. Please return the glasses back to us for an inspection. If the inspection results show that the glasses were made incorrectly, we'd be happy to honor a 100% refund back to your credit card. Please return the glasses with return authorization number oXXXXXXXXXXXXXXX and a brief explanation of the issue. The address to return it to is: ******************************** XXXXX We'll email you the results as soon as it's available. If you have any other questions or concerns, please give us a call at (XXX) XXX-XXXX. Thank you! ***, Zenni Social Team

11/16/2015 Problems with Product/Service
11/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Received glasses that were both incorrect prescription and had a flaw in the frame that resulted in it cutting into my face. Ordered glasses on 29 September 2015 with express shipping. Received them late. Order Number #oXXXXXXXXX. When I put the glasses on, I immediately noticed they were uncomfortable to wear. When I say uncomfortable, I mean it felt like something was poking me where the glasses rested on my nose. I took them off and examined them and felt a bump on the inside of the bridge of the glasses on the left side. The bridge itself was also quite narrow and tapered to a rather sharp edge, which when I put the glasses on was cutting into my flesh. I could not wear the glasses for more than 10 minutes before my face began to throb. I also noticed that when wearing them I'd develop terrible headache and eye strain. I decided to take them to my optometrist fearing that my prescription was wrong. They examined the glasses and determine the prescription was in fact wrong and included a prism, which was pulling my eye to a specific point in the glasses and causing my headaches. As I do not have any other glasses with the correct subscription, I had no choice but to order new glasses at my optometrist. I work as an engineer so if I do not have glasses I cannot do my job. I contacted Zenni via their chat and was told their standard return policy, which was either 50% refund or 100% store credit, but as this is not a complaint about the style of the frames, but rather a serious flaw in the making of them I was told they would contact their customer support and have them get back to me within 24 hours. Nobody ever contacted me. I've tried calling the Novato office but just get placed on hold through an automated system and remain on hold. I've waited as long as 45 minutes with no answer, just music. I have sent two emails to *******@zennioptical.com, one of which included photos of the bruising to my face caused by the glasses, but I have yet to hear back from anyone. At this point, I would like a complete refund, including shipping costs. I am happy to return the glasses but I will not accept being liable for shipping costs for that either. I now have a bruise on my face where the glasses have cut into my flesh and I have missed work because of headaches and inability to work for long stretches because wearing the glasses causes me physical pain. I have also had to go see an optometrist a second time and paid for that appointment and for a new pair of glasses. I would appreciate a quick response. I am now left without any glasses and it is unacceptable to not respond immediately, especially when your product has caused physical injury to a customer.

Desired Settlement: I seek 100% refund of the cost of the glasses and shipping I am happy to return the defective merchandise but Zenni optical will need to provide a shipping label or refund me the cost of return shipping.

Business Response: Initial Business Response /* (1000, 5, 2015/10/26) */ Dear Ms. ********, We'd be happy to honor a full-refund of your glasses, as well as refund $2.50 in your return shipping costs - however, we require that your glasses be returned for inspection. If there's anything further you'd like to discuss, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

11/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered two pair of glasses. They came and the right lens was bad in both pair. I sent them back and they sent me glasses that were bad again. I ordered glasses about a month and a half ago. I got the two pair of glasses in 3 weeks and the right lens was bad in both. I sent both back and in2 weeks they said both pair had bad lenses and they sent2 more pair. These glasses were the same as the first two pair that is the right lens was correct and both left lens were wrong. What they sent me the second time were exactly the same as the first time. I want my money back! In 2013 I bought 2 pair and they were great and now in 2015 the company is producing inferior products.

Desired Settlement: Refund. Without me again sending lasses back and waiting three weeks.

Business Response: Initial Business Response /* (1000, 5, 2015/10/06) */ Dear Mr. *******, We're sorry to hear that you're having trouble with your glasses. It's our understanding that you'll be returning them for inspection. Once the inspection has been completed and the results are known, we'll be happy to consider honoring a full-refund for the pair. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say I must again return both pair of glasses. I did this once before and they stated the glasses were wrong. Then they state they will only consider giving me a full refund, not give me a full refund. I believe Zenni has turned into the typical Chinese ripoff company with inferior products. They make do food that kills dogs and baby formula full of chemicals. My middle ground is a refund of half of what I paid for the glasses . Zenni just wants to run its dissatisfied customers around in circles and then give them nothing. I feel sorry for anyone who buys glasses from Zenni. Final Business Response /* (4000, 9, 2015/10/22) */ Dear Mr. *******, As per the Terms of Use agreed upon at the time you placed your order, we require the glasses be returned for inspection before we're able to consider an exception to our policy on your behalf. Please feel free to give us a call (XXX) XXX-XXXX if you'd like to discuss this further. Thank you, Zenni Social Team Final Consumer Response /* (4200, 12, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I SENT THE GLASSES BACK ONCE ALREADY AND THEY DID NOT FIX THEM SO WHAT CONFIDENCE DO I HAVE THAT THEY WILL DO IT AGAIN. THIS COMPANY IS ACTING IN BAD FAITH AND DESTROYING ANY REPUTATION THEY HAVE. HOW LONG AM I SUPPOSE TO WAIT TO HAVE A SET OF GLASSES. I HAD TO GO OUT AND BUY GLASSES FROM SOMEONE ELSE. I DO NOT ACCEPT THEIR RESPONSE AND THEY MAY SAVE SOME MONEY BY ACTING THIS WAY BUT THEY WILL RUIN THE COMPANY.

10/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered photo chromatic glasses from Zenni two times recently. Both times they sent dark glasses. Zenni has sent me dark glasses two times, when I ordered Photo chromatic (darken in bright sunlight). Orders oXXXXXXXXX and oXXXXXXXXX . Both times they claimed I ordered the wrong glasses. I believed them the first time. The second time I used an order of 2010 (*********/04/2010) that I was attempting to duplicate to make sure I had the right lenses. Also i have recorded several pages of chat communication with a Zenni representative advising me on how to get the correct lenses. There is NO possibility that I ordered the wrong lenses the second time. Zenni gave me a store credit the first time, but the second time Zenni sent the wrong glasses, I was told they could only credit 50% and no mention of my shipping expenses and damage to my eves, having to use old glasses, because i depended on Zenni to do the right thing. This is obviously a scam. send the wrong glasses, issue a credit and send the wrong glasses again, but only offer 50% credit. The first representative that I talked to on the phone today(10/06/2015)disconnected me. The second one hung up on me and the third at least stayed on the line. They all claim I ordered the wrong lenses TWO times.

Desired Settlement: They should send me the glasses that I ordered on line and offer an apology for their actions.

Business Response: Initial Business Response /* (1000, 9, 2015/10/21) */ Dear Mr. *****, We apologize for any confusion you experienced while placing your order. You've since been issued 100% store credit to reorder the correct lens type. If you'd like assistance while doing this, please feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 12, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) After initial problems, Zenni provided the glasses that I wanted. I do not understand the problem Zenni was having filling my order correctly, but after I finally got their attention, they were very helpful. I will be ordering from Zenni again, but probably won't try to order photo-chromatic lenses the next time.

10/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered glasses from Zenni July 20. On Sept 23 while walking my frames pop and bust.You can tell lenses are too big for frame too. 30 day policy suck I ordered glasses from Zenni Optical on July 20th. Order number- oXXXXXXXXX. On 9/23 as I'm walking down the hallway at work I hear a loud pop and feel like something hit me in the glasses. I think what was that!? Take my glasses off and realize the frames just popped and now my lens fell out. I call Zenni Optical and they said they only have a 30 day replacement policy and now I'm out of luck. What a waste of $61! We took them to a repair place and they said these lenses are too big for the frame and that's why they popped and he can't even get the lenses back in there.

Desired Settlement: I would simply like a replacement for free.

Business Response: Initial Business Response /* (1000, 5, 2015/10/06) */ Dear Ms. *******, We're sorry to hear that you're having trouble with your glasses and that they're now outside of their 30-day warranty. We've made the exception of sending you a replacement frame to swap your lenses into, which was sent from our lab on 09/26/15. Thank you, Zenni Optical

10/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Customer Service denied incorrectly manufacturing lenses and tried to blame me for either entering prescription incorrectly. I wrote Customer Service the following. I can't see with these glasses because you put the 2.5 add in the right eye, but not the left. I have ordered a pair for my wife which will arrive soon. We had planned to order four or five pairs each, but we need to make these glasses over. Please send me a return label so that you can correct this error. The glasses are worthless as they are, as I'm sure you can understand. They responded as follows. Thank you for contacting Zenni Optical. We would like to tell you that Add +2.50 was applied to both lenses. Concerning your case, will you please scan and email your original prescription from your eye doctor, including the PD (Pupillary Distance) to us as an attachment for verification? If there is no PD listed in the prescription, would you please confirm how you got that measurement, such as verbally from the doctor or measured by yourself? We will help you check if the prescription in the order form was filled in correctly, then decide what to do next. Warm regards, *** Y. Customer Service Support Zenni Optical I responded as follows. Add +2.50 was applied to both eyes. There is a VERY noticeable difference in the magnification. Although I will do as you wish and send the requested information, your absolute statement that, "We would like to tell you that Add +250 was applied to both lenses", clearly demonstrates that Zenni is not open to admitting error. Please forward this to a person on Management for response. I would also like the name and contact formation of the Senior Vice President of Zenni so that I can discuss this inflexible attitude with Corporate Leadership. This is information that you are required to provide upon request. You really needed to request the return of the glasses so that you could check the lenses before stating that they are correct. I will assume that Zenni has never made a mistake in the past or you would be open to the idea of human error. My wife's glasses arrive today. If they are also defective, I will assume that Zenni frequently makes mistakes and does not admit to them. A behavior that consumers need to be aware of. I have sent photos, copies of the prescription, etc. They sent a curt quote of their policy as follows. We are sorry to hear you are having difficulties with your new glasses. If we have not manufactured them correctly, we would be happy to remake at no charge. However, we will need them returned along with a copy of your Rx in order to inspect. Please use Return Authorization #oXXXXXXXXX -XXXXXX and mail to: Zenni Optical, ********************************** XXXXX. Thank you. These people really want an excuse not to take responsibility. I have copies of my attachments to Zenni including photos.

Desired Settlement: Apologize and manufacture the glasses correctly.

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ Dear Mr. ********, We sincerely apologize that your glasses were manufactured incorrectly. A new pair is being currently being made in our lab; oXXXXXXXXX. If there's anything further you'd like to discuss, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: they keep sending the wrong frames. The frames have the same frame number but not the same frame. This is the 4th time i have requested the correct I attempted to make reorder frames from this company at least 3 times spoke with a supervisor who stated they she would call the lab make sure that

Desired Settlement: I reorder frames for my lenses on Aug 4th 2015 original order #oXXXXXXX the replacement order was made on 8/4/15 #oXXXXXXXXX. I spoke with a customer service rep which advised me to order just the frames. I did not need the lenses. These two frames have the same frame number but not the same frame. The customer service dept refuse to allow me to speak with a supervisor stated they could not help. I have waited for near a month for these frames to be sent correctly the rep stated that the frame was correct but again it wasn't. I legal not suppose to drive without glasses this company is not willing to understand that. I already been without glasses for a month now. Alex who was the last rep I spoke with stated that I could not speak with a supervisor and was done helping me. I have a customer with the this company since 2012 in this is how they treat loyal customer. They have my prescription there why can they just replace my glasses it is not my fault that they stated online to reorder the frames and then they are not the same frames.

Business Response: Initial Business Response /* (1000, 5, 2015/09/14) */ Dear Ms. *****, Unfortunately, after several failed attempts to come to a resolution regarding your order, we've made the decision to issue a full-refund of your purchase price. It's with deep regret that we're no longer able to continue this discussion as you've not been able to do so respectfully; we have zero-tolerance for vulgar, emotionally-abusive speech towards members of our customer service. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) You representative refuse to let me speak with a supervisor your company hired representative who does not have respect for customers. You came i am abusive your representative liec and so did one supervisor who stated they where going to send my glasses but never sent anything. No not happy with the business practices your company provide your reps are rude unwilling to help customers. Final Business Response /* (4000, 9, 2015/09/29) */ Dear Ms. *****, Unfortunately, we've decided to exercise our right to no longer continue communications regarding this order; we no longer wish to subject members of our customer service to verbal abuse and profanity. You've been issued a full-refund of $19.93 (TR# TR#XXXXXXXXXXXX). Thank you, Zenni Optical

10/9/2015 Problems with Product/Service
10/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Monies held on my HSA card due to a gliche in their system. I went online to purchase two pair of eyeglasses with my Health Savings Account Card and noticed that the initial transaction was declined, I entered the card information again and it was declined again. I checked my account information and saw that the monies was in my account, the next morning I tried to order the glasses again and the card was declined again. At that point I called PNC bank and they informed me that the transactions went through and were pending. I informed them that I only wanted one transaction to go through. They then informed me that it could take 5 to 7 business days to received a refund or I could contact the merchant and they could right a letter with their letter head stating that they wouldn't collect the monies. I contacted Zenni Optical and spoke with one of their customer service representatives and explained to them that PNC bank stated that if Zenni Optical would write a letter explaining that their was a gliche in their system on their letter head that PNC could release my monies back to me immediately instead of waiting the 5 to 7 business days. The representative informed me that it wouldn't be possible. I informed the representative that I needed the funds available now because I have to purchase Blood Pressure meds and other meds in which I am out of and I use my Health Savings Account Card to do so. She informed me that it was nothing she could do and that Zenni Optical wouldn't do it. This is an issue because if my blood pressure spikes and I have no med the next 5 to 7 business days I am liable to having a stroke and at that time Zenni Optical will be liable because this entire issue is due to the negligence of them. I have no monies on my card because it is being held because of the gliche in the system with Zenni Optical.

Desired Settlement: The glasses that I ordered for the inconvenience I would like to receive free of charge.

Business Response: Initial Business Response /* (1000, 8, 2015/09/14) */ Dear Ms. ******, We're sorry to learn of your negative experience. It's our understanding that your funds should now be available to you. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 10, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to borrow monies to purchase medication because of my card being charged and monies was on hold by Zenni. I feel that I should have full reimbursement of the monies for the glasses that I purchased. Final Business Response /* (4000, 12, 2015/09/21) */ Dear Ms. ******, Your glasses were shipped 09/17/15 with tracking number: XXXXXXXXXXXXXXXXXXXXXX and should be arriving to you shortly. Your HSA funds should also now be available to you. If there's anything further you'd like to discuss, please feel free to email us at *******@zennioptical.com. Thank you, Zenni Optical

10/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was contacted and told I was approved for a loan. I had been shopping for a loan so rhis didnt surprise me. I was required to provide my SS# CaDlic# and bank acct number for direct deposit, which I did. I was given an approval # and told the loan needed to be secured through their insurance company. This insurance would cost me 220.00. I declined the insurance and was told my loan would be declined. I said ok . They wanted me to go to walmart and transfer money on a green dot card. I was uncomfortable doing so hung up and said I would head to walmart. Instead I searched the company and found cosumer complaints about this insurance fee. I called the company back and told them I was declining the loan. At that point I was informed I would be charged a loan cancellation fee of 120.00. I said no that was never discussed and I was not paying a cancellation fee. I requested a Supervisor whom I went through the whole thing again with and he told me yes they were taking my money ,that it was being done within the next 3 mins and hung up on me. I called back could not get the Supervisor on the phone someone else was given to me and hung up on me. I had to call my bank and stop payment with funds I could not afford to use to protect myself. Not sure if the address provided even exists. I would like this company investigated as well as the owner **** ****** Product_Or_Service: loan Account_Number: USDXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this company and the business owner **** ***** investigated for consumer fraud and business practices outside the scope of lending laws within the State of California.

Business Response: Initial Business Response /* (1000, 7, 2015/09/15) */ We'd like to confirm that this particular communication will not be associated with or live on our company profile, as it's clearly not for our company. The communications mentions 'loans' requiring a social security number, among other highly private and personal information. Also, no one at our company is named **** ******

9/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Eyeglasses frame not color as stated on website; company refuses to exchange On 8/16/15 I ordered two pairs of glasses. The sunglasses were fine, but the eyeglasses, which were supposed to be gray, were very shiny silver. I emailed the company and was told I could return the glasses for an even exchange. I ordered another pair, choosing a brown metal frame. When the new glasses arrived, they were not what I had ordered. I emailed Zenni on 9/08 and explained that the frames were not brown, but a brassy-gold color, very bright, and that I was unhappy with them. I received an email reply on 9/09 from****** J., who said: "Sorry for the inconvenience. The frame is indeed a bright brass color. Concerning your case, you don't have to return the glasses and we can offer you a one-time use 100% store credit $10.00. Would you like it?". I responded that I would like to exchange them for the correct frame color. I received an email from *** C. stating that Zenni would give me a store credit of $10 and I could keep the glasses, or I could return them for a 50% refund. This would be acceptable if the product was what I ordered and I just didn't like it but the website clearly indicated that these were brown metal frames, and my order stated that choice. I think that this is their mistake and they should replace the glasses or refund the total purchase price.

Desired Settlement: A store credit for the total purchase price, or a refund of the total purchase price.

Business Response: Initial Business Response /* (1000, 8, 2015/09/29) */ Dear Ms. *******, We have no record of an order under your name. Can you please provide us with your order number and/or your email address so we may look into this further? Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 10, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni Optical agreed to allow me to exchange the glasses for a 100% store credit.

9/28/2015 Guarantee/Warranty Issues
9/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The glasses I just ordered were tested by my eye doctor as not being my prescription, but Zenni Optical will not replace them per their warranty. On X-XX-XXXX I contacted Zenni Optical via email to their customer service department regarding order #oXXXXXXXX because the prescription glasses I ordered were not made correctly. As soon as I put them on I noticed they cause eye strain. I was instructed to return them for testing along with a copy of my prescription. I stopped by my eye doctor to get a copy of my prescription for the return and asked if they would test the glasses, which they did. The glasses tested as having Sphere: Plano, Cylinder: -1.25, Axis 5. My prescription is Sphere: Plano, Cylinder: -1.00, Axis 180. They said the glasses were close, but not my prescription. Zenni tested the glasses twice and said they were made correctly. After speaking with their customer service department several times it came out that they have a tolerance of error and although the glasses were not my prescription, they were within that tolerance. The problem is my eyes can tell the difference. There is no mention of a "tolerance" in their warranty. All I want is the glasses I ordered. Given that I had the glasses tested and I know they are wrong I feel Zenni Optical should honor their warranty and remake the glasses correctly.

Desired Settlement: I want them to remake the glasses with my exact prescription. (ie. replacement)

Business Response: Initial Business Response /* (1000, 8, 2015/08/06) */ Dear Mr. ******, We apologize that your order experience this time around hasn't been the smoothest. It's our understanding that you've now received your newly remade glasses; delivered via USPS on 08/03/15. If there's anything further you'd like to discuss, please don't hesitate to let us know. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 10, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was forced to pick another frame. I was forced to use a "one time only" full credit because they refused to accept responsibility for making the glasses incorrectly. I was forced to pay for shipping for the new glasses. They did not honor their "100% satisfaction guarantee" as posted on their website. (false advertising as I was not 100% satisfied). Final Business Response /* (4000, 14, 2015/09/09) */ Dear Mr. ******, We're very sorry to hear that you had trouble with the glasses you received. Upon two careful inspections, we found the glasses to be manufactured correctly. On 07/08/2015 you were issued 100% store credit to reorder, in accordance with our return policy. http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#faqTopic Thank you, Zenni Optical

9/17/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They took my money out of my account and my order didnt process! I ordered a pair of glasses on 8/11/2015 and it kept saying my card was declined but when I looked on my mobile banking they took the money out of my account which was a total of 17.90. I then called my bank and they in fact confirmed that Zenni-Optical had received my payment. I then call and spoke to a woman who would not give me her name. And I told her what was going on and she hung up on me. I just want my money back.

Desired Settlement: I want my refund back! Because they never completed my order and the lady on the phone was very rude!

Business Response: Initial Business Response /* (1000, 8, 2015/08/31) */ Dear Ms. ****, We apologize for the negative experience you've had thus far. We show no record of an order being placed, however, we'd be happy to go over and discuss any pending charges you still may have. Please give us a call (XXX) XXX-XXXX at your earliest convenience. Thank you, Zenni Optical

9/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Ordered a pair of glasses with 1.74 index, but the item turned twice the center thickness of a previously ordered pair with 1.67 index. I ordered a pair of glasses from the business on Jun 28, 2015 for $143.85. The item is essentially the same as a pair that I ordered back in Jan 2010, except that it has 1.74 index while the old one, which I've been wearing, is of 1.67 index. The higher index is supposed to be thinner and I paid $44 more than a 1.67 one. However, when the item came on Jul 8, 2015, I immediately found the center thickness of the lenses were almost twice of the 1.67 index pair that I've been wearing. I emailed the business the pictures of the two pairs, which clearly showed the difference. The item was returned in mid July. I asked the business to provide the explanation or any proof that the new item is made of the higher index material, but the business completely ignored it and insisted that thickness was made correct and indicated that their "craft" has changed. I asked what the center thickness of a 1.67 index pair would be based on their current craft and was told it would be the same as the 1.74 index no matter what, i.e., not only the more expensive higher index one has no advantage whatsoever, but also if I buy a new pair today with 1.67 index, the center thickness would be twice of what used to be. I inquired whether the business could provide any documentation that the consumers might have missed regarding the changes in their lens craft, but the business completely ignored my inquiry. I requested a full cash refund, but the business offered either 50% refund or a 100% store credit, while I have no reason to have any confidence in the consistency of their products, and/or the honesty in their business practice.

Desired Settlement: Full cash refund of $143.85

Business Response: Initial Business Response /* (1000, 9, 2015/08/14) */ Dear Ms. ****, We're very sorry to hear you were unhappy with the glasses you received. With the inspection of your glasses, we've also confirmed with one of our lab technicians that you glasses are indeed correct. We'd be happy to offer you a 50% refund or 100% store credit for the pair to reorder (with our help). Please let us know at your earliest convenience how you'd like to proceed. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 12, 2015/08/17) */ A representative from the business called me on Aug 12, 2015. I asked him whether he was aware of the BBB complaint. He said he had no idea about the BBB complaint. Apparently someone just gave him my number and told me to call me to repeat what had been said over and over, i.e., the lenses were made correct, while continuing to completely ignore my request for the explanation of the doubled center thickness of the lenses and the request for the full cash refund for the business' failing to provide any proof of actually using 1.74 index material or any documentation on their change of lens "craft" to warn the consumers before they place an order. Final Business Response /* (4000, 15, 2015/08/24) */ Dear Ms. ****, We're sorry to hear that you were unhappy with the glasses you received. We've confirmed with our lab that they were in fact manufactured correctly. We're happy to offer you either a 50% refund or 100% store credit to reorder a different pair that may be more to your liking. Please let us know at your earliest convenience how you'd like to proceed. (XXX) XXX-XXXX Thank you, Zenni Optical Final Consumer Response /* (4200, 17, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business' response is essentially forcing the customer to accept their malpractice, which is unacceptable. The facts are all there, so no need to repeat. I'm not going to take the store credit or reorder, but I'll give the busyness a chance to correct the current order. Please do not further waste my time.

9/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Order oXXXXXXXXX. Poor quality eye glasses. Request full refund. The faults found in the product are as followings: Two nose pad arms were not welded to in a way that both are level with each other. The unbalance of nose pad arms has been making me dizzy when I am wearing the glasses. The surface of left temple peel off on its own about 7 months after I received the glasses.

Desired Settlement: I demand a full refund of $129.85 because issues were solely caused by the manufacturing errors of this product, which Zennioptical should take full responsibility.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Dear Ms. *** We've very sorry to hear that you're now unhappy with your glasses. Unfortunately, we're unable to offer a gift card or full-refund as your glasses are several months out of warranty. We have a 30-day warranty/return policy, which was agreed to at the time you placed your order. If you'd like to discuss this further, please feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Zenni Optical need to face honestly the serious quality issues of eye glasses they are selling. I have spent $129.85 to buy the eye glasses, but after only 7 months the surface of the left temple of the frame peeled off completely, and further inspection revealed that two nose pad arms were not welded to the frame in a way that both are level with each other and the unbalance of the nose pad arms is why I felt dizzy sometime when I was wearing the glasses. If Zenni Optical had declared honestly these serious quality issues their products have, I would have never bought these glasses. It is Zenni's full responsibility to ensure fair quality of their products. Zenni took away my money unscrupulously by hiding these serious quality issues. I demand a full refund of $129.85 Final Business Response /* (4000, 9, 2015/08/20) */ Dear Ms. **, As previously stated, your glasses now exceed our 30-day warranty period (purchased 09/14/15). If you'd like to discuss this further, please feel free give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Final Consumer Response /* (4200, 11, 2015/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Zenni Optical need to face their serious product issues honestly and take care their issues responsibly, otherwise Zenni will completely lose trust from customers. I demand full refund ASAP.

9/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: unable to order online-due to invalid (accurate)information, long wait for online chat, long wait for answer to telephone call. X-XX-XX noon time, tried to order glasses online. Received message of address invalid, zip code invalid, 3 digit number on cc. invalid. numerous variations of address entered-still invalid. tried to chat online and after 1 minute of no chat response, i called the 800 number. After 10 minutes on hold I disconnected the call. I decided if this is how they do business, the cost savings is not worth my time.

Desired Settlement: no resolution, just advise the company that they will probably lose more customers if they don't improve their operation

Business Response: Initial Business Response /* (1000, 5, 2015/09/14) */ Dear Mr. ****, We're sorry to learn of your negative experience. Unfortunately, our website was down a couple of hours on 08/31/15 due to high volume while hosting a 24-hour flash sale. We appreciate your feedback and invite you to visit us again. Thank you, Zenni Optical

9/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a pair of glasses from Zenni Optical and they sent the wrong prescription. I ordered a pair of single vision glasses from Zenni Optical on 7/10/15. When I tried to enter the "Axis" numbers for my prescription, the web site kept defaulting the number to 75. In live chat, the agent told me the numbers were not important and so I submitted the order. The confirmation e-mail contained the wrong Axis numbers but since the agent told me they weren't needed I did not contact customer service. When I received the glasses on 7/20/15 the prescription was no good - vision is very blurry through the glasses. I contacted their customer service who is now telling me the mistake was mine for not contacting them about the wrong Axis numbers on the e-mail confirmation.

Desired Settlement: These glasses were $6.95 + $4.95 shipping. The business offered me a store credit of $4.95 as a resolution. However, the mistake was theirs and I should not have to pay for it. I would like a replacement pair of glasses, or a full refund of $11.90. If they wish me to return the existing glasses, they will have to pay for return shipping. Again, this was their mistake, not mine.

Business Response: Initial Business Response /* (1000, 6, 2015/08/07) */ Dear Mr. *****, We're sorry hear that there was some confusion while placing your order. It's our understanding that you were issued 100% store credit on 07/23 to reorder. Please let us know if you have any further questions or concerns (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, the mistake was theirs, not mine. I will not accept a partial refund. Please provide a full refund in the amount of $11.90. You may send a check to the address on my account, or refund the amount back on to the credit card I used to make the purchase. Thank you. Final Business Response /* (4000, 10, 2015/08/31) */ Dear Mr. *****, We apologize that there was some confusion while placing your order and for any miscommunication by our live-chat representative. We'll be issuing an additional $4.95 in store credit. If there's anything further you'd like to discuss, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

9/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Replacement part for eyeglasses In the past year, I have purchased several prescription eyeglasses for myself from Zenni Optical. Today, I called their Customer Service Department to request a replacement piece for my eyeglasses that inadvertently fell off when I took them off. The representative told me that because I purchased them in August 2014, they were out of the 30-day warranty period, and that I would have to purchase another pair of the same frames at half price. I told her that that would be wasteful, because I didn't need a full pair, just the piece that fell off. When I asked to speak to a supervisor, she told me not to bother because my request of getting a replacement part did not warrant the supervisor's attention. Needless to say, the representative was rather rude, disrespectful, and didn't seem to care about going the extra mile nor about providing a satisfying customer service experience. I then asked to get further contact information from the head of the company so that I could send him/her a letter of complaint, and she said Zenni Optical is a privately-held company, and that she was in no obligation to give me the contact information. As a result, I'm quite unhappy with their level of service, and if the Owner knew how their employees are treating his customers, I'm sure he'd be more attentive.

Desired Settlement: I would like a replacement part (e.g., rubber piece for the right temple) of my prescription eyeglasses #XXXXXX.

Business Response: Initial Business Response /* (1000, 10, 2015/08/06) */ We've very sorry to hear that your glasses have broken at the temple arm. Unfortunately, your glasses are outside of our 30-day warranty period; it's our understanding you received your glasses back in September of last year. If you'd like to repair your glasses, we recommend ordering a frame only at a 50% discount and swap out you lenses into the new frame. Please let us know if you'd like to discuss this further, (XXX) XXX-XXXX. http://www.zennioptical.com/faq/m*********************************************************************************************** Please let me know if you require anything else, *** ****** Marketing Associate Zenni Optical Initial Consumer Rebuttal /* (3000, 12, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their reply is exactly what the customer representative told me when I first contacted them about my eyeglasses. Therefore, their response is not acceptable. All I am asking for is a replacement part for the left piece that fell off. My eyeglasses are NOT broken. I should not have to buy a new pair (not even at 1/2 price as they are suggesting. They could easily take off the missing piece from their stock and send it to me. I'll glady pay $1.00 for it. Final Business Response /* (4000, 16, 2015/08/27) */ Dear Ms. ********, Unfortunately, pieces of the frame aren't available or sold separately and we cannot accommodate your request. Please let us know if you'd like to discuss this further, (XXX) XXX-XXXX. Thank you, Zenni Optical

9/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I got 3 sets of glasses. The axis was bad.I returned but they were wrong axis again.Fixing 3rd time.I don't trust them.Many people complain of same. I ordered 2 pairs in 2014, naively trusting the outcome. I re-ordered 3 pairs; sun, distance & reading in 2015. This time the problem was so noticeable I had them checked locally. I also had the ones made in 2014 checked locally at the same time. ALL WERE OFF AXIS BY 5-7 DEGREES. This is really bad. I sent the 2015 ones back with my doctors prescription in the box. The re-made them with assurances that they were correct. They promised to check after completion of the re-make. When I got the new ones, they seemed wrong. I tried to contact the technician, asking for the details of the new lenses. The response was only "we fixed the problem". Customer service told me I could not call the Novato office technicians. Suspicious now, I had them checked at my local technician's AGAIN. They were all off axis by 4-7 degrees. I sent them back again requesting that the technician IN NOVATO, NOT CHINA check them after the 're-make'. They said they would try to set that up BUT were still unable to provide me with a way of contacting the Novato technicians. Also most places cost 20.00 a pair to check a prescription for accuracy. There are countless complaints on the web about this business. Plus a Facebook page. I am being cheated by shoddy craftsmanship. The business does not check the glasses here after sending them to China to be made. There is NO quality control.

Desired Settlement: The 3 pairs of glasses I ordered made with the CORRECT prescription. Or a full refund for all the lenses with a charge for the frames, which I'd like to keep. I can fill the prescription elsewhere if need be. Also a quality control lab department in ********** to protect their future unwitting customers.

Business Response: Initial Business Response /* (1000, 5, 2015/08/25) */ Dear Ms. ******, We're currently in the process of remaking your glasses. When your glasses have been inspected and shipping, we'll notify you by email with tracking information. If there's anything further you'd like to discuss, please don't hesitate to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

9/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am not satisfied with the product sent to me and would like a full refund. They are only offering a refund on half of the cost. I ordered glasses from Zenni Optical as they were recommended by a friend who orders from them for her family and has been satisfied. Unfortunately, I ordered glasses that seem to be more a fit for a child not an adult, even though they were listed for a woman. I just received them today, and contacted them about the poor fit. When I asked for a full refund, I was only offered half of the refund or a credit with them minus shipping. This is not acceptable customer service! When trying on these glasses, I can see all the way around them they are so small! I don't feel that these should be for an adult unless they have an extremely small fact. I do not feel that asking for a full refund is an unreasonable request due to the fact that they are so small. Order #oXXXXXXXXX. I should be well withing their 30 days since I just received them in the mail today.

Desired Settlement: I would just like a full refund for glasses that are obviously more for a child's face.

Business Response: Initial Business Response /* (1000, 8, 2015/08/14) */ Dear Ms. ******, We're sorry to hear that you were unhappy with the fit of your glasses. Our return policy as agreed upon when you placed your order, is a 50% refund or 100% store credit to reorder. Please let us know at your earliest convenience how you'd like to proceed, (XXX) XXX-XXXX. Thank you, Zenni Optical

8/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have ordered glasses from them, one pair is fine, the other is not gives me migraines, I want to return them for either full credit or replacement, I want this replaced, Topic: I got two pairs of glasses from you, one I love, the other is just not working can I return them for another store credit. it is a waste to have them sit here and I can't use them. A representative will be connected, please be patient. We are still trying to connect you, please be patient. If you don't want to wait please Leave Message. Thank you! **** enters the chatroom. **** ‎2‎:‎40‎:‎55‎ ‎PM Hello, What is your order number? **** ***** ‎2‎:‎42‎:‎11‎ ‎PM XXXXXXXXXX **** ‎2‎:‎43‎:‎31‎ ‎PM It seems you give me wrong order number. Are you referring to the new order you just placed last month? **** ***** ‎2‎:‎43‎:‎55‎ ‎PM yes **** ‎2‎:‎44‎:‎04‎ ‎PM OK. **** ***** ‎2‎:‎44‎:‎10‎ ‎PM ORDER INFORMATION SHIPPING Method:Zenni -standard Address: **** ***** XXXXX XXXTH AVE ************* XXXXX US Telephone: XXXXXXXXXX BILLING Address: **** ***** XXXXX XXXTH AVE ************* XXXXX US ITEMS IN YOUR ORDER Frame XXXXXX $15.XX XXXXXX $19.00 Color Black Green Prescription Type Progressive (No-Line Multi-Focal) Progressive (No-Line Multi-Focal) (SPH) (CYL) Axis ADD (SPH) (CYL) Axis ADD OD - Right -3.75 0.XX XX X.25 -3.75 0.XX XX X.25 OS - Left -4.25 0.XX XXX -X.25 0.XX XXX PD 72 72 Frame Price $15.95 $19.00 Lens 1.61 Digital Free Form Progressive (No-line multi-focal) $55.00 1.61 Digital Free Form Progressive (No-line multi-focal) $55.00 AR Anti-Reflection Coating Standard anti-reflective coating $4.95 Clip-On Gradient Clip-On Sunshade - Amber Qty: 1 $5.95 Unit Price $81.85 $74.00 Quantity Qty: 1 Qty: 1 Sub-Total $81.85 $74.00 **** ‎2‎:‎44‎:‎11‎ ‎PM It should be oXXXXXXXXX Would you please tell me why you want to return your glasses? **** ***** ‎2‎:‎44‎:‎33‎ ‎PM I can't see out of them, I have had them adjusted and they just give me migraines. **** ‎2‎:‎45‎:‎19‎ ‎PM Which pair has the problem? **** ***** ‎2‎:‎45‎:‎33‎ ‎PM the progressive one plastic with the purple shading doesn't have a frame around the lenses that pair **** ‎2‎:‎46‎:‎27‎ ‎PM OK. Concerning your case, you can return your glasses for inspection. If we made the glasses incorrectly, you would return them for a no charge remake. You will need an RA # (Return Authorization) to send the glasses back for any reason. You can return your glasses with RA#oXXXXXXXXXXXXXXX for inspection. Write the RA# on a note with a brief explanation of the issue. We'll contact you as soon as the inspection is completed. Our address is *********************************** XXXXX. **** ***** ‎2‎:‎47‎:‎51‎ ‎PM ok thanks you, well I am not going to wear them, so inspection or not, they don't work and I am not getting migraines, so I will return them, but I want a store credit **** ‎2‎:‎48‎:‎59‎ ‎PM Your order was paid $155.85 by one time only store credit. We can't issue store credit again. You can only return for inspection or 50% refund. **** ***** ‎2‎:‎49‎:‎31‎ ‎PM wow **** ‎2‎:‎49‎:‎47‎ ‎PM I would advise you to return for inspection. **** ***** ‎2‎:‎50‎:‎06‎ ‎PM so my eyes mean nothing to zenni, that is great, I will report you to the bbb cause my eyesight is important and if this is how you treat me I will never buy from you again **** ‎2‎:‎50‎:‎06‎ ‎PM We will remake at no charge as soon as we confirm they are faulty. **** ***** ‎2‎:‎50‎:‎42‎ ‎PM thank for you time, I will be reporting your company, this is insane, they i will return them, but i am also have notified the bbb and attorney genera

Desired Settlement: I want either a refund or replacement in full not 50% not my fault.

Business Response: Initial Business Response /* (1000, 7, 2015/07/27) */ Dear Ms. *****, It's our understanding that you've been issued a 100% store credit of $74.25 per a conversation you've had with one of our customer service representatives. If there's anything further you'd like to discuss, please don't hesitate to give us a call (XXX) XXX-XXXX or email us at *******@zennioptical.com. Thank you, Zenni Optical

8/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Lens index advertised online is not what is used. If it is then they are cutting the lenses incorrectly but refusing to admit and fix their error I ordered 3 pairs of glasses. 2 were made incorrectly. Either the lens index they claim to use is a lie or they are cutting them incorrectly but refusing to fix it. The lenses on 2 pairs of the frames hang over the edge of the frames which with my prescription just isn't possible its not that bad. Also I have an identical pair to one of the frames already with my old but only slightly different prescription and the lenses on those are made just fine. They are now refusing to fix their error and only offering me a 50% refund or 100% credit. I get that is their policy for those just returning something they didn't like but this it their error. Either they are not providing what they state they are and what I paid for or there is an error in the making of the glasses. All I wanted was for them to make them correctly so I could actually wear them and be able to see but they refuse so at this point if they still refuse I want a 100% refund on those 2 pairs of glasses so I can go elsewhere to a company that actually sells people what they pay for and stands behind their services.

Desired Settlement: If they are still claiming the lenses were made correctly and they are still unwilling to fix them then I want a 100% refund of the amount spent on those 2 pairs of glasses

Business Response: Initial Business Response /* (1000, 6, 2015/08/10) */ Dear Ms. ******, Per your request we've honored a 100% refund of $54.75 for your returned glasses. If there's anything further you'd like to discuss, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 8, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have provided a 100% refunded I am satisfied with that

7/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Pair of prescription glasses were ordered. Received glasses made to the wrong prescription but Zenni maintains they are acceptable. Ordered March 19, 2015, order oXXXXXXXXX. Paid by credit card. Received 3 pairs of glasses - two ordered with the same prescription. One pair resulted in headaches, dizziness, blurry vision. Took said glasses to independent retailer to check and the axis was off by 10 in each lens. Returned glasses (at our cost) to the US and Zenni maintains they are acceptable and within tolerance levels. They are not what we ordered and not the correct prescription. They will do nothing but offer a phone call with their optometrist to tell us the glasses are fine. Not being able to wear them without suffering is enough proof for us they are not fine. Zenni has admitted they glasses are wrong when they said they were within an acceptable "margin of error."

Desired Settlement: We would like the cost of shipping the incorrectly manufactured glasses (approx. $12 CDN) refunded as well as a new, correctly manufactured, pair of glasses (at no charge) or a full refund. An apology would also be nice.

Business Response: Initial Business Response /* (1000, 5, 2015/06/19) */ Dear Ms. **********, You've been issued a full-refund of the glasses in question as well as credit for shipping on your newly placed order in the form of store credit. If there's anything further you'd like to discuss, please feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

7/2/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Sports glasses described as safe for contact sports caused a serious injury to my son requiring 4+ stitches over his eye. On April 2, 2015, I ordered sports glasses from Zenni Optical (frame #XXXXXX, http://www.zennioptical.com/XXXXXX-plastic-half-rim-frame.html) whose description includes the phrase "sports eyeglasses frame is ready for action, whether for contact sports or personal-best solo events." I paid, with shipping, $65.90 for the glasses. My order number was oXXXXXXXXX. On May 6, 2015, in a collision on the baseball field in which the other player was completely uninjured, the metal nosepad insert of the glasses caused a gash above my son's eye that required 4 stitches plus medical glue. The trainer and the physician concurred that the glasses caused the injury. I have attempted to resolve this issue with the company, and, after several clearly auto-generated email responses that indicated they had not actually read my complaint, they now suggest that I return the product at my own expense and they will consider refunding my money.

Desired Settlement: I would like a full refund ($65.90) as well as a change in the way these glasses are advertised.

Business Response: Initial Business Response /* (1000, 9, 2015/06/09) */ Dear Ms. ****, We're very sorry to hear that your glasses have broken due to impact. We'd be happy to honor a full-refund, however, they must be returned first. Please give us a call (XXX) XXX-XXXX at your earliest convenience so we can assist you in this as quickly as possible. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 11, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have already stated to Zenni Optical, I am not going to spend my own time and money to ship the glasses back to them. They are missing a piece that was damaged in the accident, and I consider them evidence in this case. I have modified them with tape and padding to use as a temporary solution for my son until another pair can be ordered (obviously from another company). In addition, I do not see this response as addressing at all the issue of the glasses being advertised very specifically for contact sports, yet being very definitely the cause of an injury in an impact. Final Business Response /* (4000, 13, 2015/06/15) */ Dear Ms. ****, We'd be happy to honor your request for a full-refund of your glasses in this case. Please give us a call (XXX) XXX-XXXX to obtain the necessary return information. Once the glasses are received back to our offices, we'll immediately issue the refund. Thank you, Zenni Optical Final Consumer Response /* (4200, 15, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to recieve the same response requiring me to return the glasses at my own expense, and ignoring the issue of the deceptive advertising. No, I am not satisfied with this response. The glasses are evidence in a potential lawsuit. As I have now reiterated four separate times, I'm not going to return them to you. Is anyone going to take this seriously, or do I move this on to a lawyer at this point?

6/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I've bought three pair of glasses from Zenni Optical in the last three years. All three broke within a couple of months. The last pair broke in less than a week. I have poor vision and need my glasses to function in life. I am careful when handling them. They just absolutely broke for no other reason than very, very poor quality.Most reputable companies have money-back guarantees on their products. Not Zenni. I was sent an email that stated they would replace them at no charge IF they were found to be made incorrectly. If they determine they were made correctly, I can get a 100% store credit or 50% of my refund. Of course I had to send them paperwork with my glasses and my prescription from my doctor (which luckily I had kept). Still I am out the shipping costs to send them back regardless. I am also virtually blind for who knows how long.After looking online, I see there are many other dis-satisfied customers. I will never buy another pair from them. If you are reading this, you would be wise to heed this warning and save yourself some time, money, and frustration.I will only by glasses from reputable companies from now on. I will also make sure that I get a warranty and money-back guarantee.Hopefully I've prevented harm to someone who was almost a victim of Zenni Optical. Zenni shouldn't be allowed to reap financial profits by exploiting people with low incomes and poor vision.May the pain they have caused me return to them many times over.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a 100% refund including postage. I want Zenni exposed. I want my government and consumer protection agencies to do their jobs and make it difficult or impossible for these types of companies to operate without huge penalties for evil behavior.

Business Response: Initial Business Response /* (1000, 5, 2015/05/26) */ Dear Mr. ******, Per your request, you were issued a 100% refund of $69.70 back to your method of payment on 05/21/2015 (TR# XXXXXXXXXXXX). If you have anything further you'd like to discuss, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

6/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My order had been sitting in processing with no tracking number for almost 2 weeks. After phoning the company for a refund I received some horrid info Order Number: #oXXXXXXXXX Product Number: #XXXXXX Date of Purchase: March 4th, 2015 Date of Phone call: March 16th, 2015 Shipping method: Standard Purchase Method: Paypal I was quite shocked and appalled that if I requested a refund it would not result in a full refund to my PayPal account, in fact even if I do not receive the package or reject it, the full refund would still not take place. In fact I would only receive 50% of the purchase price back, or forced to purchase something from their website with 100% full refund of store credit. I found this to be quite strange and after reviewing the comments on this website and a few others regarding this company I can see I'm not the only one disgusted by this companies policies and the way they deal with customers.

Desired Settlement: Full refund no questions asked.

Business Response: Initial Business Response /* (1000, 6, 2015/04/01) */ Dear Mr. ******, In regards to your order placed, 03/04/2015. As stated on our website, orders can be cancelled within the first 24 hours of being placed. This is because your glasses are custom-made to your personal prescription. Unfortunately, you contacted our company 12 days after your order was placed and the same day that your glasses were shipped to you. Tracking number are generated at the time the glasses are shipped and orders take 7-14 business days to receive. We apologize for any confusion regards the information above. If you have any additional questions or concerns, please feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 8, 2015/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've requested what I would like and that is a full refund, not store credit to buy another product which your company will send me in error, it's no longer a matter of shipping time but r at be r I can't even use these glasses because they're permanently tinted and I wanted transitions. Who would walk around indoors with prescription sun glasses. I'm not satisfied with the response nor the lack of seriousness you are in my matter. Final Consumer Response /* (3000, 21, 2015/05/15) */ Yes, and unfortunately at that time I had not received that package. Now that I have the glasses the item I received was incorrect. Clearly you did not read the addendum to the complaint. Final Business Response /* (4000, 23, 2015/05/26) */ Dear Mr. ******, If you'd like to discuss the glasses you received, please give us a call (XXX) XXX-XXXX so we can work to resolve any issues. Thank you, Zenni Optical

6/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: ordered glasses from Zenni, they were never delivered. When I contacted them, they said they couldn't do anything ordered glasses from Zenni, they were never delivered. When I contacted them, they said they couldn't do anything. I ordered a pair of glasses from Zenni on 4/19/15, order number oXXXXXXXXX. According to tracking, the package was supposed to arrive on 5/04/15, tracking number XXXXXXXXXXXXXXXXXXXXXX but never arrived. I contact Zenni on 5/05/15 and they told me I would need to contact the USPS. I tried contacting the USPS, but they told me to contact Zenni, so I contacted Zenni again. They told me they couldn't do anything cause according to ******* @ Zenni the package was marked UN DELIVERABLE and on its way back to Zenni. They said I would either need to get a letter of non-delivery from the USPS or I could reorder the glasses and they would give me a discount. I contacted the USPS again on 5/04/15 and started a case, number CAXXXXXXXXX.. I also emailed them about being lied to about to suppose to get it by 05/04/15 and didnt dont appreciate being lied to and. I also spoke to ****** and she & ******* BOTH REFUSED to allow me to speak to supervisor.

Desired Settlement: I think its only fair for a refund this is ****

Business Response: Initial Business Response /* (1000, 5, 2015/05/20) */ Dear Mr. *******, We're sorry that your glasses took longer to arrived than you were expecting. Orders placed with standard shipping such as yours, are delivered in 7-14 business days. We confirmed via your tracking number that your glasses were successfully delivered 05/06/2015; USPS states specifically 'handed to individual'. If you have anything further you'd like to discuss with regards to your glasses, please feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

6/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased glasses from them. The glasses did not match the prescription sent. They refused to provide a full refund for the purchase. I placed order #oXXXXXXXXX on 8/1/2014. It was for two pairs of glasses, totaling $71.28. When the glasses arrived, they were unusable. They were blurry, caused headaches and eyestrain. If I tilted the glasses at two different angles, my eyes could see through first one lens and then other at the different angles. The axial rotations were off by about 10 degrees. I took the glasses to my optometrist and they confirmed this. I filed a complaint with Zenni Optical. They instructed me to send the glasses back to them at my expense for testing. I did this. They tested the glasses and said that the glasses were made to the proper prescription. I complained that this could not be. They retested them and again claimed that the glasses were made according to the prescription. (In the mean time, I had another pair of glasses made to the same prescription by another company and those work perfectly.) They have offered to refund half the cost of the glasses or provide me with store credit. However, having them make me more glasses that don't work seems like a waste of time and resources.

Desired Settlement: I would like a full refund of the cost of the glasses, not store credit, to the amount of $71.28.

Business Response: Initial Business Response /* (1000, 5, 2015/04/24) */ Dear Mr. *********, We're very sorry to hear that you had trouble with the glasses you received. As communicated via email, your glasses have been inspected thoroughly twice and found to be manufactured correctly to the prescription you provided. We'd be happy to offer you a 50% refund, 100% store credit, or return the pair to you. Please give us a call and let us know how you'd like to proceed, (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business verified that the prescription I sent them, was the one they received. They have stated that they have tested the glasses in their own labs, the same labs that make the glasses, that the glasses are made correctly. However, a third party optometrist disagrees with them. The glasses had to be rotated for my eyes to see clearly through one lens, and then rotated back for me to see clearly out of the other lens. This experience agrees with what the optometrist found, which is that the Axial is not correct. The exact same prescription resulted in perfect glasses from a second glasses store. Given that the glasses were not manufactured correctly, (unless tested by the lab that manufactured them incorrectly), I would like a full refund for the glasses, not store credit, not a 50% refund and not to have the glasses returned to me. What need do I have of more glasses that are not correct, half of my money back for glasses that were made wrong, or to have the defective glasses back. I now have glasses that work. They were not made by Zenni Optical. Final Business Response /* (4000, 9, 2015/05/18) */ Dear Mr. *********, Unfortunately, your glasses were found on two separate occasions to be manufactured correctly. We'd be happy to return the glasses to you, 50% refund or 100% store credit. If you'd like to discuss your order further, please feel free to give us a call (XXX) XXX-XXXX. Below you'll find a link to our return policy for your convenience. *************************************************************************************** Final Consumer Response /* (4200, 11, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had both pairs of Zenni glasses tested by my optometrist, not a rival glasses manufacturer. The optometrist found that the Zenni glasses do not match the prescription submitted. They reported that both Zenni glasses had the same errors. If the glasses where manufactured correctly, why did the Zenni lenses need to be rotated to provide clear vision for me? Why did the optometrist report that the Zenni glasses did not have the correct prescription? Why did glasses made to the same prescription by another source work correctly? If the Zenni lab did not manufacture the Zenni glasses correctly because their machines are out of calibration, the same Zenni lab would report the Zenni glasses as correct, no matter how many times they were tested. Once the Zenni machines are calibrated correctly, Zenni would find what I and the optometrist already know. The Zenni glasses are not manufactured correctly. This is like asking a Zenni fox to tell you how your hen house is doing. An optometrist and I already know that some chickens are missing, but the Zenni fox is telling us that everything is fine. I continue to desire my money refunded in full.

6/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchase a pair of glasses from Zenni And the glasses (as check by my optometry)was off and not exact prescription I sent in. After going to my optometry to get proper adjustment of the glasses so that I can see with the glasses I was told the prescription was off. I call Zenni and they told me my glass warranty has expired. I had no idea the glasses had expire because the mailman put the glasses in the wrong mailbox and I had to wait until whoever receive the package return it, in which time it had expired. I informed zenni I have been having a lot of problems with this and ask zenni it they can fix the glasses to the right prescription, and I was told the prescription expired. I check my prescription on the paper that was sent to zenni and it was correct. The glasses I bought from zenni was the exact size I got from my optometry, but zenni glasses I could read or see small letters. I bought one pair from my optometry and a spare pair from zenni. I think zenni has problems with progressive glasses and not single vision.I live in a house with one central mailbox in which 12 houses share one mailbox, so it very easy for the postman to drop my glasses in another mail box, since zenni goes by the date the postman put as the delivery date Zenni should have someone sign showing that the glasses were receive.

Desired Settlement: refund of my 85.98 that I paid for the glasses.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ Dear Ms. **********, We're sorry to hear that you're having trouble with the glasses you received. We have a 30-day warranty/return policy, which at the time you contacted us had expired. We're willing to make an exception and remake your glasses if they're found to be manufactured incorrectly. Please give us a call (XXX) XXX-XXXX so we can give you the necessary return information. Thank you, Zenni Optical

6/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Despite complaints of an error in eyeglasses received, Zenni Optical refuses to refund or replace. I ordered a pair of eyeglasses (total cost $60.85 in store credit) on 9/14/14. I complained about them to be told of only a 50% refund not replacement. This is despite me taking the pair to a local Lenscrafters. The optician told me that the glasses had AR coating on the R lens but no coating on the L lens. He even pointed it out to me! I asked Zenni to check their internal system. 10/22/14: We would like to tell you that yoid not choose the AR coating on this order. If you want glasses with the AR coating, you will need to place a new order on our website. Concerning your case, you may contact us to get an RA# to return them for the 50% refund after you receive the new order. With disbelief and ongoing discomfort, I ended up seeing an ophthalmologist locally. I emailed the cost of exam, his rx and expert opinion about the AR coating. Asking a supervisor to review that AND the attached photo of the pair (R lens has the coating!) and refunding me the costs of this pair of eyeglasses AND the eye doctors bill for the eye exam for $127.26. 12/16/14: Please return the glasses (the complete frame and lens) in their case, along with a copy from the eye doctor, and a return authorization (RA) number #oXXXXXXXXXXXXXX. It would be helpful if you would also include a note with your request of this return on it.  When we have received the glasses, we will evaluate and inform you of the findings by email. I mailed it out to them. ADDITIONAL DETAILS: Case is being handled by another organization: Zenni Optical

Desired Settlement: As asked, I mailed the eyeglasses back with my needless doctor's expense as they were resistant to replace the faulty pair. Instead I get a snide response, stating a reimbursement less than the original cost. (**************************) I want to be reimbursed for the following: Eyeglasses (http://*******************) $60.85 (receipt at http://*******************) Store Credit Balance from previous purchases $11.30 (http://*******************) My eye doctor's exam cost and note about the missing AR coating on one lens $127.26 (http://*******************) Mailing cost $10.00 Total Payable to: $209.41 ***** ****** 6040 N Scottsdale Road #911 Scottsdale, AZ XXXXX Please make amends and mail me reimburse the above amount to me. Sincerely, ***** ******

Business Response: Initial Business Response /* (1000, 7, 2015/05/04) */ Dear Mr. ******, Per your discussions with our customer service we made an exception to remake your glasses. It's our understanding via your tracking number (TR# XXXXXXXXXXXXXXXXXXXXXX) that they were delivered 05/02/2015. If you have any further questions or concerns, feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 9, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I received the replacement pair of eye glasses in the mail. I cannot use them for daily use as initally purchased back in Sept 2014. They've sent me faulty pairs of eyeglasses. See Zenni's reply on 10-6-14 (PAGE 1), and the change in response about the AR coating from 10-22-14 (PAGE 2). Email transcript: ******************** While initially only giving me half-refund offer of $27.xx - Zenni mailed this pair out to me and finally acknowledged there was AR Coating on one lens and not the other (as my eye doctor and Lenscrafter optician both gave their expert opinion on) As a MIDDLE GROUND offer: Please request that Zenni Optical simply refund me the cost of eyeglasses and mailing cost, remaining store credit (not the doctor's visit), Eyeglasses $60.85 Fedex mailing cost $7.95 Online Store Credit Balance $11.30 Total: $80.10 It'll be another $7.95 if they want their junk back: $88.05 It's a nominal expense - but what a headache for an average consumer to recoup it! The mailing address for the refund check is: ***** ****** **** N ********** Rd. **** *********** ** XXXXX Thanks. Final Business Response /* (4000, 11, 2015/05/20) */ Dear Mr. ******, If you're unhappy with the pair of glasses you received. Please give us a call (XXX) XXX-XXXX at your earliest convenience so we can do our best to resolve this. Thank you, Zenni Optical

5/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Wrong prescription for reading eye glasses. they refuse to correct the lenses. 1st was my fault 2nd their fault. Good Day. I need to complain about a business. Zenni Optical in Novato California. IN the SF bay area. I ordered a pair of reading glasses upon receipt they were soooo wrong I could not see a thing. SO I contacted them and they said they doNOT make corrections, they would issue a store credit. SO I reordered with *THEIR instructions* on adjusting the prescription for reading glasses. WRONG AGAIN! They are not answering emails regarding this issue. THEY have a copy of my prescription from the eye doctor so why can't they make the glasses from that script!!?? I followed their instructions on the second order and they are still wrong!!! Why can't they just use my prescription from the eye doctor?? order' oXXXXXXXXX

Desired Settlement: I am not asking much! I just want them to make a pair of reading glasses for me from the scrip that I sent to them. OR give me my $30. back!! I would prefer a correct pair of glasses!! Order oXXXXXXXXX they are not the greatest at customer service!!!

Business Response: Initial Business Response /* (1000, 5, 2015/05/06) */ Dear Ms. ******, We're sorry to hear that you're having trouble with the glasses you received. We have a generous 30-day warranty/return policy. If you haven't done so already, please give us a call (XXX) XXX-XXXX to discuss return options. We're happy to work with you towards a resolution. Thank you, Zenni Optical

5/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I literally can't see out of the glasses I ordered from them. They claim they were made correctly and are only offering me 50% back (their policy). Order Number: #oXXXXXXXXX on 1-17-15 Product Shipped: 1-26-16 Product Sent Back: 2-7-15 Product Received by Zenni: 2-25-15 First Inspection E-mail from Zenni: 3-13 Second Inspection E-mail from Zenni: 3-20-15 Total$112.85 I ordered a pair of glasses from Zenni Optical on January 17, 2015. I couldn't see out of them at all. I have a very high prescription, so it is imperative that the lenses and pupillary distance must be exact. Since I have no use for the glasses, as I cannot see two inches in front of me out of them, I sent them back. Zenni checked the glasses and claimed they were made correctly, which means I could only receive 50% of my total purchase price (112.85). I called up and asked if they check the glasses a second time, since I am 100% certain that I cannot see out of the lenses. The customer service rep asked what form of refund I would like if the glasses were again deemed to be made correctly. I could receive either 50% refund or 100% store credit. I realized that Zenni is incapable of making my prescription correctly, so I obviously chose the 50% refund. To no surprise, Zenni again decided the glasses were made correctly. In the e-mail they sent me, they suggested that my prescription made by my doctor was wrong and said this is probably why I can't see out of them. They said I entered a wrong OS sph, which is untrue because the one I typed in to the site matches my script EXACTLY. They also suggested that I take 100% store credit even though I asked for the 50% refund. It's also important to note that I know my prescription isn't wrong because I bought a pair of glasses by my house with the same exact prescription my doctor gave me and that I gave them and I can see perfectly fine out of the glasses I bought in person. I wrote back to Zenni explaining I wanted my refund like I asked for, not the store credit. I received no reply and no refund. I contacted Zenni via twitter and explained the situation. They asked what refund I would like. I told them, yet again, that I would like my 50% back. They never wrote back, and I still have yet to receive my money (keep in mind, it is now March 25th - two months past my order date).I am angry and frustrated with the fact that I can only receive 50% of my money even though I know that I could not see out of the glasses. I called the company again today, and the customer service representative asked me what type of refund I would like. I explained that I have told about four other people that I would like my money back. She said she would put my refund through tonight and that I would receive an e-mail within 24 hours. I won't be surprised if I don't get an e-mail. I'm writing to you because I did not receive the product I want, and this company is insisting that their own people who are inspecting the glasses are saying they were made correctly AND continue to tell me my prescription is wrong. As previously stated, I know my prescription is correct because I JUST bought a new pair of glasses with the same script by my house and can see perfectly out of them. I don't like how I was tossed around without getting my money back, and I don't like that I can only get 50% of my money back when the product was undoubtedly made incorrectly; of course their own workers are going to say the product was made correctly when they are the ones ultimately benefiting from it. Prior to writing to you, I told them I would call the Better Business Bureau about the situation, and their response has been "Okay, this is our policy." Well, their policy is unfair, as I am out 100% of my money for the past couple of months, and *if*, by chance, I receive 50% of my money, I still won't have the total amount because they are claiming that my glasses were made correctly. PLEASE, please, please help me. I'm incredibly angry and frustrated, and all I really want is my money back. Thank you in advance for your time and help. Sincerely, ******* ****** XXX-XXX-XXXX

Desired Settlement: The customer service rep today said I would receive their store policy's 50% refund. I've been asking for this refund, as I stated above; however, they have not delivered. What I am truly seeking, thought, is 100% refund, as I cannot see anything at all out of the glasses they sent me. I could not see two inches in front of me. Everything was fuzzy when I put them on. I tried adjusting them on my face, but to no avail. Zenni claims they were made correctly, which is why they won't give me a 100% refund but the bottom line is I couldn't see a thing out of them; therefore, they were NOT made correctly. I'm also particularly concerned because their second e-mail to me stated that I incorrectly entered an OS sph but the information I typed into the website matches the copy of the prescription I sent them from my doctor. I brought this up to the customer service rep today several times, and all she could say was, "It says here that they checked it, and that they were made correctly." Well, they weren't made correctly because I couldn't see out of them. I wouldn't be able to walk around with them because I can't see. If I were to get in the car with them, I would probably die or kill someone because they made everything look like I was looking through a fogged up window. In short, they were made wrong and Zenni is flat out lying. I'm an honest person; I don't lie; I don't cause trouble; I teach kids with special needs, and when they don't get the right treatment from others, I get frustrated. At this moment, I am not getting the right treatment from Zenni, and I need your help. I would like all of my money back. I invested $112.85 of my money, and did not get what I paid for and I don't think it's right that they are blaming my doctor's prescription (which is a CORRECT script) and making up lies about me incorrectly typing in an OS sph, simply because they don't want to refund me my full purchase amount. Please, please, please help me. I am at my wits end and I don't have enough energy to call them and go through the same 10 questions with them or to hear them blame others rather than themselves or to be told I should take the store credit rather than the 50% refund (when I should really be given a full refund because they are at fault). Thank you in advance for your time and help. Sincerely, ******* ****** **************@gmail.com XXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 9, 2015/04/20) */ Dear Ms. ******, We're very sorry to hear that your glasses didn't work out. Upon completing two very thorough inspections of your glasses, it was determined that they were manufactured correctly. You've since been refunded $53.95 (TR#XXXXXXXXXXXX) with our sincerest apologies. Thank you, Zenni Optical Final Business Response /* (4000, 16, 2015/05/08) */ Dear Ms. ******, We apologize that you weren't able to use your glasses. Per your discussion with a member of our customer service on 03/25/2015, we honored the agreement of a 50% refund back to your method of payment. If there's anything you'd like to discuss further, please feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

5/22/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Ordered a pair of glasses on 3/4/2015, they broke on 5/5/2015. The lens snapped as I was lightly cleaning the lens with a glass cloth Eye glasses broke on 05/05/2015 , they were purchased on 03/04/2015. Frame# #XXXXXX, order number oXXXXXXXXX, account ******@live.com , I paid 54.95 using PayPal. I contacted zenni who only offered a shipping discount on a reorder. A discount available to anyone who makes an order over $50. The glasses broke while using a glass cleansing wipe. I did not exert any force that could have possibly broken the lens in half. I even provided a photo to them.

Desired Settlement: I need a replacement, but given that the lens broke so easily I think it's best I get a refund and go to a local optician for a quality pair.

Business Response: Initial Business Response /* (1000, 5, 2015/05/20) */ Dear Ms. *****, We're very sorry to hear that your glasses have broken. Unfortunately, when you contacted us the 30-day warranty of your glasses had expired. If you'd like to discuss this further, please feel free to email us at *******@zennioptical.com. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2015/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Inferior quality product while being cleaned with an eye glass cleaning cloth. No, I don't accept your ****** quality glasses or equally bad customer service. I'll make this public This company is selling ****

5/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Claims product shipped but not received. I ordered 2 pair of glasses April 15,2015 and was told these shipped April 24 as of today nothing. I contacted Zenni customer Service regards to this issue and the only response I get is "sorry". Nothing to help resolve this issue, after seeing complaints on Twitter and Facebook, many I might add, I decided to file this complaint. I find it hard to believe this is Post Office issue. This may be the first time in my 44 years I have had something lost in the mail. I've contacted the Post Office and so far they have not located this package. Again I am not the first to complain about shipments not received from Zenni Optical.

Desired Settlement: I want order replaced for free and at minimum request shipping fees refunded. In addition if Zenni Optical is having multiple issues with orders not received by consumers perhaps they should use 2 day UPS or FedEx.

Business Response: Initial Business Response /* (1000, 5, 2015/05/19) */ Dear Mr. ********, We're very sorry for any inconvenience caused to you due to USPS losing your order while in transit. Your glasses were remade and delivered to you on 05/16/2015 (TR# XXXXXXXXXXXXXXXXXXXXXX). If you have any additional questions or concerns, please don't hesitate to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni did the right thing here. They did remake my order without additional cost to me. Thank you for your timely resonse. **** ********

5/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: This falsely advertised their business hours for their customer service operator. They advertise Sundays to be open from 5PM-1AM, and I called on Sunday 4/12/2015 at 5:36, and was brought to an automated voice message saying they were closed. They also only give back 50% of whatever you paid for your refund. I don't see how that is legal. If I am not receiving the product I paid for, why refund at all? PLEASE HELP ME. Order_Number: #oXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund FULL refund and the website to take down false advertised business hours.

Business Response: Initial Business Response /* (1000, 8, 2015/05/01) */ Dear Mr. *****, Per your request, we've honored a full-refund of your order on 04/12/2015 for the amount of $50.80 (TR# XXXXXXXXXXXX) back to your method of payment. Thank you, Zenni Optical

5/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Glasses received warped/wrong size. Refusing to refund/exchange/repair. On March 7, 2015, I ordered 3 pairs of glasses. On Saturday, March 21, 2015, I received them. All 3 pairs had the same prescription. 3 pairs arrived in different sizes and conditions. Pair 1. Frames completed warped. Completely unwearable. Looks like they got too hot and started to melt. Warped the badly. Pair 2. Giant. Way to big and fall off my face. No chance to wear them whatsoever. The springs are so loose the arms of the frames won't stay closed on their own. (Springs broken.) Pair 3. Fits perfectly. No problems. On Sunday, March 22, 2015, I immediately emailed them and let them know of the problem I had with my order. The next morning I received an answer that basically said it was my fault and that I could return them for 50% refund or a ONE TIME exchange but I would have to pay shipping both ways. I kindly explained that I understand "mistakes" happen. That I would like a full exchange OR repair of both pairs and I would NOT be paying shipping as the frame defects were not my fault and I had already paid shipping once to have them delivered to me. The shipping is not my responsibility because they sent out the defective/broken products. Over the course of the week, they continued to deny me any help unless I agreed to ship the glasses back on my dime and pay for them to be reshipped out to me on my dime. I continued to refuse because this is unacceptable. Eventually one of their customer service people (I get a different person each email.) Asked me for photos of the frames. I sent them in and they agreed that they were BROKEN and that they would ship a replacement for ONE pair. Because they felt the other pair wasn't broken enough. (The broken springs one apparently is my fault. They claim I ordered a size too big for my face and that is why the springs are so loose. In the past when I attempted to order frames that were too large the website wouldn't allow me to order them. It would pop up with an alert message stating that the frame size was too big for my measurements. That is no longer the case! Again not my fault!) After attempting to speak to a supervisor for 3 emails (4 days) I was denied again this morning however they did say they were shipping me new "frames" (one pair) this morning and that I could ...get this... pop the lenses out of my other pair, and pop them into the new pair on my own. WHAT?!?! - NO. I emailed them back and explained, that no. I did not order "do it yourself glasses." And that I would not be "popping lenses in and out" on my own. What a joke.

Desired Settlement: At this point, it's obvious that they are not going to repair or replace the glasses that they shipped to me broken and warped. They saw photos of the 2 pairs of my shipment of 3 that were broken and agreed that they were incorrect/broken yet they are not doing anything satisfactory to replace them or my money. They offered one pair of frames, without the lenses and said I could just "pop the lenses out of the other pair and pop them into the new frame." No. I did not order "do it yourself" glasses. When lenses pop in and out like that, it completely makes the frame unstable and the lenses will be prone to falling out on their own. Everyone who's ever owned a pair of glasses knows this. Because you stretch the frame and make it weak when you do that. What a completely joke of a response. I spent over $180.00 on this order and they are shipping me back $19.00 plastic frames and wishing me luck on popping the lenses into them. Bull. I'm requesting a partial refund of my order minus the one pair that fit perfectly. I have ordered from their company for the past 2 years and had NO problems. I own over 20 of their pairs and never had an issue until this order. And man o man, what an issue. I will NEVER order from them again.

Business Response: Initial Business Response /* (1000, 5, 2015/04/14) */ Dear Ms. ****, We apologize that the glasses you received didn't fit well. It's our understanding that you've been refunded in full for the glasses in question. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes. But only after 3 weeks of fighting with you guys to get my money back. PayPal had to step up on my behalf to get you guys to do the right thing. And look at the dates on this complaint? It took you two weeks to answer! Completely unacceptable. You will NEVER have my business again and I will do my best to insure none of my friends/family make the same mistake I did by ordering from your company. Your company did NOT do the right thing. You were FORCED to issue the refund via PayPal. You didn't choose to do the right thing so in my eyes, you are still reprehensible. Good Day. Final Business Response /* (4000, 11, 2015/05/06) */ PayPal refunded the customer in full back to their method of payment. We respectfully ask that this claim be closed.

5/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am unhappy with the product. I would like a refund. They said only 50%. I purchased 2 pair of the same glasses, one regular, the other sunglasses, on 2/16/15. I received the order on 3/5/15. I am unhappy with the product, they give me a headache. They are the same prescription I have ordered before with no problem. I contacted the company through the chat function on their website. They told me I could return them but only for a 50% refund. I ordered these through the mobile web page on my phone. There is no specification of a refund policy on there. I searched and searched yesterday on my phone to get the refund policy and it was unattainable. I want the full amount back I don't want to reorder, I don't want them replaced. And now that I know the refund policy I will never order from there again. I feel like I've been intentionally ripped off and I just want my money back so I can get a pair of glasses that don't give me a headache.

Desired Settlement: I want a refund of the full purchase price of $65.80, and also a return authorization to send them back.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ Dear Ms. ********, We apologize that you're unhappy with the glasses you received. Our Return Policy is located at the bottom of the mobile screen under 'Terms of Use' for your reference. It's our understanding that you've been issued an RA# to return your glasses for inspection, which must be done before we can proceed. We'll be contacting you by email as soon as this is complete. Feel free to give us a call if you have any additional questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't want the glasses, just a refund. I searched the whole mobile sight and nowhere was there a refund and return policy. I do not want the glasses, I do not wish to order anymore glasses. I am appalled that an online business, where people may not be happy with a purchase refuses to refund the entire amount. I will not send them back for inspection, I will send them back for a refund. That is all I am willing to accept, I no longer wish to do business with this company. Final Consumer Response /* (4200, 11, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attempted to call to get things handled, no one was willing to help so this was my only recourse, I understand these are custom made, they are also purchased online with no idea of how they will fit or look. I have purchased glasses from other online places and have always been offered a complete refund if there is any problem with them, those are also custom made. So that is not a viable reason to not offer a complete refund, that is all I will accept, and I will be sure to inform everyone else I know who has purchased from you, how you handle unhappy customwrs. Final Business Response /* (4000, 15, 2015/05/06) */ We understand that customer's desire for a 100% refund, however, this is not an option we offer (especially in this circumstance). We ask that this claim now be closed. No further action can be taken until the product is returned and the customer has all of the necessary information to do so.

5/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I'm a deployed Blackhawk pilot. I ordered 2 pair of glasses. They refuse to send them to me. The glasses are paid for and manufactured. ORDER HISTORY 1 . #oXXXXXXXXX ORDER DATE March 5, 2015 STATUS: MANUFACTURED Ship toGregory ******* Total$75.90 #XXXXXX View Prescription VIEW DETAILS Reorder 2 . #oXXXXXXXXX ORDER DATE February 24, 2015 STATUS: MANUFACTURED Ship toGregory ******* Total$83.90 #XXXXXX View Prescription VIEW DETAILS Reorder Sent from my iPad

Desired Settlement: Just give me a refund

Business Response: Initial Business Response /* (1000, 5, 2015/04/03) */ Dear Mr. *******, We apologize that you haven't yet received your glasses. They were shipped via USPS with tracking number: XXXXXXXXXXXXXXXXXXXXXX on 03/19/2015. In our experience, delivery to an APO can take a little longer, however, your glasses are still en route to you. We ask that you please allow a few more days for delivery. Thank you for your continued patience. Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a full refund Final Business Response /* (4000, 11, 2015/04/24) */ Would like the opportunity to ask the customer if they've received their glasses. If not, we're happy to refund their full purchase amount with our sincerest apologies.

5/7/2015 Problems with Product/Service
4/22/2015 Guarantee/Warranty Issues
4/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered glasses from Zenni, they were never delivered. When I contacted them, they said they couldn't do anything because it was marked as delivered I ordered a pair of glasses from Zenni on 2/27/15, order number oXXXXXXXXX. According to tracking, the package was supposed to arrive on 3/12/15, tracking number XXXXXXXXXXXXXXXXXXXXXX but never arrived. I contact Zenni on 3/13/15 and they told me I would need to contact the USPS. I tried contacting the USPS, but didn't hear anything, so I contacted Zenni again. They told me they couldn't do anything since the delivery scan said it was delivered. They said I would either need to get a letter of non-delivery from the USPS or I could reorder the glasses and they would give me a discount. I contacted the USPS again on 3/23/15 and started a case, number CAXXXXXXXXX and I was supposed to hear back by 3/30/15 but was not contacted.

Desired Settlement: I would prefer a replacement of the glasses I have not received, but if that isn't possible, I would just like the purchase refunded.

Business Response: Initial Business Response /* (1000, 8, 2015/04/20) */ Dear Ms. *****, We sincerely apologize that you never received your glasses. We're happy to confirm that we'll be remaking your order due to the USPS claim number you provided. If you wish to provide a new shipping address to insure the safe delivery of your glasses, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 12, 2015/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm happy to accept their response of replacing the order that never arrived.

4/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered the lense type recommended by the website during the ordering process. However, the lenses are too thick and one pair is damaged. Order # oXXXXXXXXX​, placed Nov. 30, 2014, contains 3 pairs of glasses. I ordered 3 pairs of glasses with the same prescription. One pair (#XXXXXX) is half rim and the website recommended the 1.61 lense index. I am very happy with these glasses. However, the two rimless frames (#XXXXXX and #XXXXXX) have very thick lenses (5.9mm thick). I selected the lense type (1.59 index) as recommended by the website during the ordering process. However, the lenses are too thick. Elsewhere on the Internet I read that 5mm is the maximum that should not get exceeded for rimless glasses. In addition, both of the lenses of one the rimless frames (#XXXXXX)have rough edges. I have been in touch with ZenniOptical, and I suggested that I return the glasses and that they would send me the same glasses (same frames and same prescription), however, with the 1.61 lense index. However, as this was a 3 for 2 offer, they only offered me a partial store credit. It would cost me over $90 (plus return shipping cost) to get these glasses replaced. In summary: Even though it is a 3 for 2 offer, I would like to get the same exchange privileges as for standard orders. The reason for this request is: - I went with the recommendation at ZenniOptical's website about the 1.59 lense index. However, the glasses are too thick. - The two lenses of one pair of glasses (#XXXXXX) have quality issues on the sides.

Desired Settlement: - I am willing to pay for the return shipment as good-will gesture. - Zenni issues me the identical two sets of glasses, however, with the 1.61 lense index. - I pay the price difference for the higher lense index. - Zenni ships the glasses to me for free

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ Dear Mr. ********, It's our understanding you've been working with our customer service regarding your order and have since returned your glasses to us for 100% store credit. If you have any further questions or concerns, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have returned two of the three glasses at my own cost. I am still asking Zenni for the following resolution: That they issue me the identical two sets of glasses with the 1.61 lense index and ship them for free. I will pay the additional cost (2 x $10) for the higher lense index. Final Business Response /* (4000, 16, 2015/03/03) */ The customer has already placed a new order with the 100% store credit they received. Final Consumer Response /* (4200, 18, 2015/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is pretty frustrating. How can this be a 100% refund? Is $191.75 the same as $130.52? Certainly not. If it was 100% refund, I would be able to purchase again the same two pairs of glasses. This is just too frustrating. I give up now and cut my losses. Zenni glasses are ok if things work out. But if there are quality issues, customer service is pretty poor.

4/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 2 pair glasses received damaged due to insufficient packaging. zenni received back 02-17-15, no resolution or contact as of XX-XX-XX from zenni. 2 pair eyeglasses received damaged due to insufficient packaging (each pair was in a clear zip top bag then both pair were placed in a paper envelope- no padding or casing whatsoever). I complained to zenni customer service- they attempted to have me "repair" these items myself. I refused as they were brand new items and damage was not my fault. they said they would ship me new frames and all i had to do was "pop" out prescription lenses and "pop" them into new frames. I expressed my hesitation to do so, they stated this was the next step to take. when the new frames were received- in slightly better packing- each in an eyeglass case and minimally padded envelope, I was unable to "pop" out the prescription lens from the damaged frames. the new frames also had nonprescription lenses that would have been removed. i again contacted them and expressed this difficulty to them, they gave me a return approval number and I sent them back. As of the USPS tracking info- they were received at zenni optical on Feb. 17th. I waited until Feb. 23rd to check status of refund or replacement. the answer I received was that they would need a few more days to inspect the return. It is now XX-XX-XX and no response regarding this matter has come from the company. I sent them a message as their offices are apparently closed at this time. I appreciate your assistance in this matter.

Desired Settlement: I ordered 2 pairs of eyeglasses. I would prefer a refund at this point because of the incredible delay of services and poor customer service department. The original order was placed on Jan. 2, 2015.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ Dear Ms. *******, It's our understanding that you've now received both pairs of glasses; one repaired and one newly remade from our lab. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered three pairs of glasses from Zenni, the first on December 23rd and the second on December 28th. The orders arrived via UPS damaged. Order #XXXXXXXXXX and Order #XXXXXXXXXX containing three pairs of glasses that had arrived via UPS in one parcel due to the prescription being entered wrong on one order and, after being corrected, added to the second order, arrived at my apartment building with the bubble package looking like someone had stomped all over it. The packaging was ripped and torn and when I opened it all the way, the green cases were cracked and the glasses inside were bent or cracked. All three pairs were damaged. I paid for expedited shipping for the glasses which cost 18.95 total and 335.80 in total for all three pairs of glasses plus shipping. The day I received the damaged goods, January 6th, 2015, I initiated an online chat with Zenni optical where I expressed my dissatisfaction with my glasses arriving damaged and I was extremely dissatisfied with the response of the agent I spoke with online. She simply stated that I had to, at my cost, send the glasses back to Zenni for inspection. At this point I realized that not only would I have to pay to send damaged goods back to Zenni but if I wanted new glasses or a refund, it would be another length of time, in addition to the 13 days I originally waited for the glasses and this is not something I am okay with. While I understand that Zenni is an online discount eyewear company, I feel that the return policy could include taking pictures of damaged goods and either getting a refund or replacement immediately. I then spoke on January 12th 2015 with a phone rep from Zenni and was again told that I would have to pay to send the glasses for inspection and while I could ask for an up to 2.50 reimbursement for shipping, that was my only option. This is all well and good but it didn't take Zenni 2-4 weeks to process my payment to them for the glasses, that was done within seconds and they didn't ask me for a pre-paid envelope before they shipped my glasses, they simply charged me extra to have them expedited. I have spent 338.00 on 3 broken pairs of glasses and while this is the first time I have had an issue with an order from Zenni, I am appalled at their customer service and treatment of a long time customer. I would hope that they would review their policy in this case!

Desired Settlement: I am seeking my refund as quickly as Zenni requested my payment, as in immediately. It's amazing to me that a business would allow you to pay for a product on the good faith that they'll deliver it but not then offer the customer the same in return.

Business Response: Initial Business Response /* (1000, 7, 2015/01/28) */ Dear Mr. *******, We sincerely apologize that your glasses arrived to you damaged while in the care of UPS. We're happy to remake them as a courtesy, however, as previously communicated we first need the glasses to be returned to us. Please return the glasses at your earliest convenience. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 9, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still think that a business such as Zenni should provide, at their expense, a pre-paid envelope to send damaged goods back in. Final Consumer Response /* (4200, 15, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Despite my, the consumer's, paying extra to have the glasses that were eventually damaged shipped to me originally, Zenni still refuses to send a pre-paid shipping envelope for me to send their damaged goods back to them, the thing that I have continually asked for. Final Business Response /* (4000, 19, 2015/03/10) */ Dear Mr. *******, As previously stated, we're happy to remake your glasses as a courtesy and refund your shipping costs. Please include a receipt along with the damaged glasses. If you have any additional questions, or concerns please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

3/19/2015 Guarantee/Warranty Issues
3/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Glasses were shown at 12 dollars then 19. Emailed company and told them and they lied to me saying it was only at 19 and did not change. This company is using the price that you see after clicking the ad and being led to the site to lure you in then changing the price after you decide you'd like to buy them. I have emails and screenshots showing the change from the first time I clicked the ad (seeing the price at 12 dollars directly on their website, not in a "fill in the blank" type ad from a third party) to the second time I went on the website seeing the price at 19 without clicking the ad. This is blatant, intentional misrepresentation of prices. I have the screenshots and emails from the company if you would like to further follow up.

Desired Settlement: i would like them to be cited for their actions and have it on file that this has been done intentionally. I will not be shopping with them if they think they can fool me and lie to me over 6 dollars or so.

Business Response: Initial Business Response /* (1000, 8, 2015/02/19) */ Hello Ms. *********, We'd like to follow up with you regarding the ads you saw. You mentioned you had email correspondence and screen shots of the ad, can you please send them to ***********@zennioptical.com. Also, if you recall we'd like to know where you viewed them; Facebook, an internet search, pop-up etc. Thank you, Zenni Optical

3/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Glasses returned for credit Received at their location 10:45 AM 2/9/15. Still no credit issued Ordered on 1/17. I received glasses on 1/30.Attached to plastic bag which contained glasses was a sticker "MADE IN CHINA" It no where on their web site states that their glasses are in fact made in China. Their web sit in fact shows picture of their XXXXXX sq. foot manufacturing facility and though not stated implies that their glasses are made in the US. I had a problem with both the intermediate and distance portion of progressive lens. I requested a return on 2/5. They were received on 2/9 at 10:45 AM. AS of 2/13 and according to chat representative my return has not been processed yet. She said that that was do to "Maybe too many packages to be processed". If this is so, additional personal certainly would help rather than to have their customers suffer. Unfortunately this results in an additional week delay. Then wait another two weeks for the new order to arrive. This is totally unacceptable. I am requesting a full refund of $126.85

Desired Settlement: A full refund

Business Response: Initial Business Response /* (1000, 10, 2015/03/03) */ Dear Mr. ********, We've honored your request for a full-refund, which was issued on 02/19. If you have any questions or concerns in the interim, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 12, 2015/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I notified the BBB on 2/20 I had received a full refund.

3/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered glasses on the 10th and was given a shipping tracking number on the 19th. The package was not shipped when tracking number was generated. Ordered glasses on the 10th and was given a shipping tracking number on the 19th. The number never updated for several days, I ask Zenni what was going on they told me they shipped glasses on the 19th and they were picked up at 3:15pm pst. Well the post office told me today the tracking info for the package was just a notice to expect shipment of the package and that it had not been picked up. This was at 12:30 pm est. Just got an update that the post office now has a package picked up TODAY(23rd) not the 19th. It scanned into the origin facility Novato a couple hours later it scanned in to the Post office in San Fransisco 28 miles south of Novato. This after speaking with several Customer Service reps at Zenni swearing the glasses were shipped on the 19th and should arrive in three days.They have ignored my email and facebook messages to them regarding this problem. The only way to get a response as been by phone and then it was Lies. I believe Zenni is telling customers their orders have shipped from the Novato facility when in fact they are generating shipping labels as they leave the Zenni's facility in China. This causes delays for all customers and is misleading. They try to use the Post office as a cover and claim they are the cause. It is very evident from the shipping information received that they have lied to me about when the package shipped and the customer service is misleading all the customers about shipping.

Desired Settlement: refund of Shipping as it was not timely and not shipped when I was told it was by two zenni Customer service agents on 2/20/15

Business Response: Final Consumer Response /* (2000, 7, 2015/03/02) */ I now consider the case closed as Zenni did finally refund the shipping cost and the package was delivered, all be it late. the company in the past has delivered a great product in a timely manner But not the last 3 orders. They seem to have taken a turn for the worse in customer service and shipping. Thanks to the BBB for helping me deal with this issue. ***** ******

2/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Paid for a water resistant coating on lenses, received glasses and they are hard to clean and leave smudges. Customer service refuse help. I had recently placed an order on Zenni Optical. I had purchased an extra water resistant coating for the lenses as I work around water and can get splashed easily. I thought that this extra $8.95 bonus would be beneficial to me but it was not. When I get water or anything on the lenses it just smears and if I spray lense cleaner and use a cloth to wipe it, it just continues to smudge and smudge. I had been in contact with a few customer service reps on the websites chat feature and they wanted me to pay to return the glasses to them in California, I live in Canada and shipping is expensive so that wasn't an option. I now have to make an appointment with an eye doctor and spend much more money to get a pair of glasses that are useful to me. I don't think that its fair that they aren't willing to do anything for me as a paying customer. I feel like I have been taken advantage of and its not a nice feeling at all. I had purchased the glasses on January X XXXX. I paid by credit card, the purchase price was $34.85 with shipping. The model number is XXXXXX and the order number is #oXXXXXXXX

Desired Settlement: I would appreciate and feel like a valued customer if I received a full refund for my order for all the trouble I have gone through.

Business Response: Initial Business Response /* (1000, 5, 2015/02/09) */ Hello Ms. ********, We sincerely apologize that you're unhappy with the glasses you received. After reviewing your order, we've confirmed that you selected 'hydrophobic' as a lens option. If you feel that this feature was not added to your lenses, then we require that they be returned for inspection to confirm so we may accommodate any requests you may have. Please also see our return policy, which was agreed upon at the time you placed your order. http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#faqTopic Thank you, Zenni Optical

2/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I got glasses that are improperly made because the bifocals are set too high. That is their policy, and it is not something they are willing to change I called the company and had to leave a message to call me back. They emailed me instead, not knowing what my problem was, they wrote "We have checked the voice message you left. We do not offer custom segment heights but use a standard instead. The segment for progressives it starts at 5mm above the center of the lens. Our warranty period is 30 days from the date they are received. If you are unsatisfied with the glasses or made a mistake during order, they can be returned for a 50% refund or one-time 100% store credit(SHIPPING FEE EXCLUDED). It's just a partial refund because the lenses are custom made. We do not offer exchanges. You will need an RA # (Return Authorization) to send the glasses back for any reason. Would you like to return the glasses? If so, we will issue you the RA#(return authorization number). Please also tell us your choice, 50% refund or or 100% store credit($85.90). If you think the glasses are incorrectly made, you can request RA to return them for inspection." I took the glasses to my eye Dr. and he said the lens was 30mm high, and if they started 5mm above center, that means the bottom 20mm was the progressive lens, which was too far up into the distance part of the lens. That causes them to be badly out of focus, and useless to me. When I contacted the company again, they offered the same 50% refund or one-time 100% store credit, but insist on leaving the bifocals up too high, as their policy stands. I feel others have had this problem, or that would not have been the first response to my call. I did not then state that was the problem, but they knew. I am unsatisfied with a 50% refund, and a 100% in store credit does me no good. I recieved the glasses on Dec. 29, 2014 (order #oXXXXXXXXX) and contacted them the next day. I dint find that they had emailed me (instead of calling) until Dec 6, when I described my problem to them then, they replied with "scan the original prescription as well as the PD(Pupillary Distance) that you received from your doctor, or take photos with Camera or mobile phone, and then email it to us as an attachment. We will help you check if the prescription in the order from was filled in correctly, then decide what to do next.​" So I did, on Dec 9. I asked, "If I take half my money and go elsewhere to buy glasses I will be dissapointed, as I like the glasses I bought. But they are nearly useless to me with the bifocals up so high, they cause me head aches, and eyestrain. And a full credit in store, with me picking new glasses in your store, I'm afraid will result in another pair of glasses with the bifocals too high also. What can you do for me?" They replied with, "Unfortunately we can't do custom segment height. If you don't want to return the glasses for a 50% refund, you may return the glasses for a one-time use 100% store credit $85.90​ to reorder single vision glasses. Would you like to do this?" when I replied, "Unfortunately I do not need single vision lenses..." They have not replied since, even though I did contact them one more time. I feel like they knew my problem, they knew they have a problem as others must have the same complaint. If they are unable to provide me with glasses with the progressive lenses that are not too high. They owe me a 100% refund not a store credit. (The man in town where I used to have my glasses made has been doing it since 1972. He looked at these glasses, measured them and said the progressives would fit in these lenses, and should start no higher than 16mm from the bottom. He has never heard of a standard height they they insist upon. It is not a standard in the industry.)

Desired Settlement: All I want is my money back. I paid with my credit card, and would be satisfied if it was returned to my card.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ Dear Ms. *******, Per your request and as an exception to our company policy, we've refunded $90.85 with TR#XXXXXXXXXXXX. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical

2/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered 3 pair of glasses using a buy 2 get 1 free promo code. I received only two pair. Customer service supervisor dismissive, rude and NASTY. I have ordered many pairs of glasses from zennioptical.com over the years and am very familiar with their promo codes, ordering procedures, etc. Zenni recently overhauled their website, which might be part of the problem I am having with them: technical gliches not yet ironed out. I placed my order for three pairs of glasses, as I have done in the past when there was a 'buy 2 get one free' deal offered, and entered my promo code. No problem (or so I thought). I received only two pairs of glasses: tried to call customer service this afternoon and the femaile agent insisted I had only ordered two pair (not true...again, I believe this to be a problem with their newly revamped website). I asked to speak with a supervisor, and was connected to a man who started out speaking to me in a condescending manner and devolved from there to being outright rude, chauvenistic and sarcastic. When I told him I had graduated from the best college in my state, with straight A's, so comprehension was not a problem for me, he started screaming and berating me, actually angry that I refused to go along with his "you're too stupid to know the policy or place an order correctly" scenerio. I did tell him I was going to contact BBB, so this should come as no surprise.

Desired Settlement: I would like my missing pair of reading glasses mailed to me, and I want a detailed, written apology from the supervisor with whom I spoke, as well as acknowledgment from the CEO that this man has been reprimanded for verbally abusing a customer in such a fashion. I assume the converstion is on tape, so I suggest the CEO review it personally.

Business Response: Initial Business Response /* (1000, 5, 2015/01/05) */ Dear Ms. *******, We sincerely apologize that you were unable to take advantage of our B2G1 promotion (http://www.zennioptical.com/terms-and-conditions/black-friday-sale-2014). We ask that our customer's review their order before and after placing to ensure that everything looks correct; should anything need attention, giving us a call within the first 24hrs will ensure that the necessary changes are made. If there's anything further you'd like to discuss, please feel free to email us at *******@zennioptical.com or give us a call (XXX) XXX-XXXX and another customer service supervisor will do their best to assist you. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable and answers none of the complaints I initially registered with BBB. There is no reason to call you: my last attempt was met with ineptitude and outright hostility from a man who claimed to be a supervisor. The fault is yours, you still owe me a pair of glasses and a written apology for your supervisor's dispicable, condescending behavior, not to mention his screaming at me and refusing to let me talk. I asked that the company's CEO review the tape of our conversation, which occurred the same day I filed my BBB complaint, but obviously that was not done. Clearly, it is Zenni Optical's policy to deny and deflect at all cost. Any future communication must be in writing. I expect my glasses to be mailed to me immediately, with confirmation and tracking number issued via BBB. Final Business Response /* (4000, 9, 2015/01/22) */ Dear Ms. *******, Our sincerest apologies that we're unable to extend to you a promotion that ended back on December 4, 2014. As per the terms and conditions of that sale, you needed to select three pairs of glasses and by entering the discount code you would've been given the third pair on the order at no cost. After reviewing your order, it's clear this wasn't done. In the future, please contact us within 24hrs of placing your order so we may correct this type of issue. Below you'll find the T&C for your reference: http://www.zennioptical.com/terms-and-conditions/cyber-monday-sale-2014 As for your experience speaking with one of our customer service supervisors, we strongly encourage you to email *******@zennioptical.com to ensure that your feedback is viewed by our management. Thank you, Zenni Optical Final Consumer Response /* (4200, 11, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) You would not be "extending an offer:" you would be honoring the offer that was in place when I submitted my order. Never in my life have I experienced a company that would go to such great lengths and LIE the way you are, in order to avoid doing the honorable and right thing. The only acceptable solution to your dilemma is to FILL MY ORDER, SHIP ME MY MISSING PAIR OF GLASSES, AND PROVIDE AN APOLOGY IN WRITING FOR THE ATROCIOUS SERVICE YOU HAVE PROVIDED! Until and unless that happens, this claim will remain open and the complaint will remain on file.

2/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 2 purchased pairs of prescription eyeglasses; were manufactured incorrectly and thus unusable. This is in regards to two pairs of eyeglasses I ordered from Zenni Optical, for the amount of $64.75. The order was placed on September 10, 2014. The merchandise was returned to the seller on October 13, 2014 and receipt of the return was acknowledged on October 21, 2014. The product was advertised on my local television CBS affiliate, WCCO, multiple times before my order. When I received the glasses, the prescription was very obviously wrong. I have a current prescription, and I also have two other pairs of eyeglasses from a different store that are perfect and cause no problems. The glasses from Zenni skewed my vision and gave me headaches from wearing them. Furthermore, they were so poorly made that there was a noticeable difference between the two pairs I got from them. I followed the return procedure. Their website states that if they made an error in manufacturing that they would issue a full refund. They have continued to argue with me and claim that there was nothing wrong with the lenses. As I explained, I found the product to be unusable.

Desired Settlement: For a resolution I am simply seeking a full refund of the original charge of $64.75 for the defective merchandise, which I have returned.

Business Response: Initial Business Response /* (1000, 8, 2015/01/15) */ Dear Ms. **********, We've completed three separate inspections of your glasses, all of which have found that your glasses were manufactured correctly. Per our return policy, we'd be happy to offer a 50% refund, 100% store credit or return the glasses to you. Please give us a call (XXX) XXX-XXXX at your earliest convenience and let us know how you'd like to proceed. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 10, 2015/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The terms and conditions of this company stated at the time of my order that if the product was not manufactured correctly, I could choose a full refund of my money. The glasses were not manufactured with an accurate prescription. This was obvious to me from the fact that each pair made by Zenni was noticeably different, and that they were noticeably different from my existing pairs of eyeglasses with the same prescription. Additionally, the eyeglasses made by Zenni gave me headaches after wearing them for any length of time. Final Business Response /* (4000, 12, 2015/01/23) */ Dear Ms. **********, Your glasses, which were inspected on three separate occasions and found to be made correctly, are being held in our office until we hear how you'd like to proceed. Per our return policy, we can offer a 50% refund, 100% store credit or return the glasses to you. Please give us a call (XXX) XXX-XXXX at your earliest convenience. Thank you, Zenni Optical

2/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Horrid service Their customer service is horrendous. I was yelled at, talked to rudely, and hung up on repeatedly. My glasses aren't right and they refuse to replace them. ******

Desired Settlement: I just want a replaced pair before sending the old pai back.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ Dear Ms. *******, It's our understanding one of our supervisors reached out to you by email earlier today regarding your glasses and has extended to you some options that go beyond our normal company return policy. If you have any further questions or concerns, please feel free to address them by email response. Thank you, Zenni Optical

1/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: told that i could exchange for store credit, company refuses to call me back. will only communicate via email. I purchase 3 pairs of glasses from zenni optical. 1 pair came in fine. 2 of the 3 came in adult size. I chatted with a representative before ordering asking if they came in kids sizes as well. I was told they did. The prescription for these glasses that came incorrect exactly match the one farm that came correct. I was told that I could a one time return for 100% store credit. I was okay wit that because I still needed the glasses. I was given an authorization number. I asked if I would be sent a label for returning shipping and was told no. Then I was told that I needed to call and get an authorization number. I stated that I already received one in a previous email. I was told that I needed to call customer to handle my issue. I've already called customer service 3 times. I was never able to get through. I called again today and still was not able to get through. I am still left with no solution and I would just like my kids glasses. I will not be recommending zenni optical to anyone as they have very poor customer service its been almost a month. I place this order on 11/22/2014

Desired Settlement: I would just like my credit for purchasing glasses including shipping. I would like to receive them as soon as possible as I am hoping to still give them as christmas gifts.I should not have to pay shipping twice after receiving such poor customer

Business Response: Initial Business Response /* (1000, 5, 2015/01/05) */ Dear Ms. *****, We sincerely apologize that there appears to have been some confusion while placing your order. As discussed by phone with one of our representatives, upon receiving your returned glasses we're happy to honor a 100% store credit plus an additional $4.95 (cost of original shipping). If you'd like to discuss the details of your return any further, please give us a call (XXX) XXX-XXXX or email us at *******@zennioptical.com. In the meantime, we happily await the return of your glasses. http://www.zennioptical.com/faq/what-is-your-return-policy?count=11&subcount=1#faqTopic Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2015/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Tell me how to return these Glasses? order # oXXXXXXXXX These lenses are NOT my prescription I ordered & NOT the frame I ordered? Refer to:#oXXXXXXXX Sept XX-XXXX original ORDER #oXXXXXXXXX Frame XXXXXX Color Silver $25.95 Lens Shape: 345 W47 H31 Prescription Type Progressive(No-Line Multi-Focal) (SPH) (CYL) Axis ADD OD -Right 1.00 -1.XX XXX +2.50 OS -Left 1.50 -2.25 73 +2.50 PD 69 Lens 1.59 Polycarbonate Digital Free Form Progressive (no-line multi-focal) $45.00 AR Anti-Reflection Coating Oleophobic (oil and fingerprint resistant) premium anti-reflective coating $14.95 Qty:2 Clip-On Gradient Sunshade-Green $11.90 Unit Price $97.80 Sub-Total $97.80 EVERY ORDER INCLUDES: •FREE CASE AND CLOTH •FREE ANTI-SCRATCH COATING •FREE UV PROTECTION •FREE SHIPPING ON SECOND & CONSECUTIVE PAIRS •SATISFACTION GUARANTEE Shipping Zenni - standard $9.95 Taxes $0.00 Total $107.75 ****** From: *** ******* <*******@hotmail.com> Sent: Friday, November 14, XXXX X:XX To: Zenni Service Subject: Order #oXXXXXXXXX Hi, - When can I expect my order placed & paid Sept 27. Thanks *** S ****** From: Zenni Service Sent: Friday, November 14, XXXX XX:XX To: *** ******* Subject: Re: Order #oXXXXXXXXX 11.13.14 Re: Order # oXXXXXXXXX Dear *** ******* ​, We will check with our shipping department about your issue . Thanks in advance for your patience. Thank you for selecting Zenni Optical for your vision needs. ZOCS: KC ****** From: *******@zennioptical.com To: *******@hotmail.com Subject: Re: Order #oXXXXXXXXX Date: Sat, 15 Nov 2014 02:42:48 +0000 11.14.14 Re: Order # oXXXXXXXXX Dear *** ******* ​, We have remade the same glasses #XXXXXX​ for you at no additional cost since it is probably lost in transit and the new order number is #oXXXXXXXXX​. By the way, we will rush the new order and you should expect to receive it soon. ZOCS: IM ****** From: *** ******* <*******@hotmail.com> Sent: Friday, November 28, XXXX X:XX To: Zenni Service Subject: RE: Order #oXXXXXXXXX re: Original Order #oXXXXXXXXX Thanks for replacing the original order so quickly. I received a parcel (tracking #XXXX XXXX XXXX XXXX) today, but, very surprise to find it is not my order? Frame you sent looks like frame # XXXXXX and Lenses are very thick?? I also ordered 2 pair of sunglasses with my original order? I have Friends & Family that ordered eyeglasses from Zenni Optical with no problems. Please advise, Thanks *** S ****** From: *******@zennioptical.com To: *******@hotmail.com Subject: Re: Order #oXXXXXXXXX Date: Fri, 28 Nov 2014 01:27:43 +0000 11.27.14 Re: Order #oXXXXXXXXX Dear *** *******, You only ordered one pair of glasses XXXXXX​ in your original order. There are no two pairs of sunglasses. Please take a picture of the received glasses and the order number written on the package so that we can check if we have sent you the right order/glasses. ZOCS: JH ****** From: *** ******* <*******@hotmail.com> Sent: Saturday, November 29, XXXX X:XX To: Zenni Service Subject: RE: Order #oXXXXXXXXX Dear JH, Attached are 2 (jpg) photo's of the wrong eyeglasses with shipping labels I received on Nove27th. What happened to my original order??? Sept 27th I ordered & paid for #XXXXXX and also with the same order I paid for 2 pair Clip on Sunshades(Sunglasses) = $11.90 see my order attached (PDF) I really need my new glasses ASAP and would like them before Christmas. Thanks for the quick response, *** S ****** From: *******@zennioptical.com To: *******@hotmail.com Subject: Re: Order #oXXXXXXXXX Date: Sat, 29 Nov 2014 03:21:10 +0000 11.28.14 Re: Order #oXXXXXXXXX Dear *** ******* We would like to tell you that the original order oXXXXXXXXX is comit lost in transit. So we have remade the order for you. The new order is oXXXXXXXXX which you have received. ZOCS: NN ****** RE: Order #oXXXXXXXXX *** ******* 29/11/2014 To: Zenni Service ZOCS: NN, Tell me how to return these Glasses? order # oXXXXXXXXX These lenses are NOT my prescription I ordered & NOT the frame I ordered? Refer to : # oXXXXXXXXX.

Desired Settlement: Simply send me my order oXXXXXXXXX placed with Zenni Sept 27th-2014. Sept XX-XXXX original ORDER #oXXXXXXXXX Frame XXXXXX Color Silver $25.95 Lens Shape: 345 W47 H31 Prescription Type Progressive(No-Line Multi-Focal) (SPH) (CYL) Axis ADD OD -Right 1.00 -1.XX XXX +2.50 OS -Left 1.50 -2.25 73 +2.50 PD 69 Lens 1.59 Polycarbonate Digital Free Form Progressive (no-line multi-focal) $45.00 AR Anti-Reflection Coating Oleophobic (oil and fingerprint resistant) premium anti-reflective coating $14.95 Qty:2 Clip-On Gradient Sunshade Green $11.90 Unit Price $97.80 Sub-Total $97.80 EVERY ORDER INCLUDES: •FREE CASE AND CLOTH •FREE ANTI-SCRATCH COATING •FREE UV PROTECTION •FREE SHIPPING ON SECOND & CONSECUTIVE PAIRS •SATISFACTION GUARANTEE Shipping Zenni - standard $9.95 Taxes $0.00 Total $107.75

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Dear Mr. *******, We sincerely apologize for the mix-up of your order. As of today, I can confirm that the remake of your glasses have finished production and are awaiting shipment. For your records, the new order number for your glasses is: oXXXXXXXXX. Please feel free to let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2014/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered eyeglasses from this company. They have been sent back twice because I cannot see with them. I have asked for a refund and they have refus The eyeglasses are unserviceable. I cannot see through them. They have been sent back twice for a remake and it has not helped. I took them to my optometrist who did the latest exam of my eyes and he advised me of the fact that the bifocal line was wrong on the latest set of two pair. I have contacted the company and asked for a refund but they want to remake the glasses for the third time. I have lost confidence in their ability to manufacture a workable pair of eye glasses and I am tired of spending money on shipping.

Desired Settlement: I request the refund of $240.75 for the two pair of eyeglasses and $14.30 in shipping charges. I do not want to go through any more remakes with them. I eventually had to go somewhere else to have glasses made.

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Dear Ms. *****, We sincerely apologize that you've been unable to use any of the glasses we've provided you thus far. Upon receipt of your glasses we're happy to honor a 100% refund of $240.75 back to your method of payment since you've elected to forgo another remake. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They eyeglasses (2 pair) have been sent back to you as per our agreement for refunding my money ($240.75). You received the eyeglasses on 11/21/2014 at 1047 AM as per tracking # XXXX XXXX XXXX XXXX XXXX XX of the USPS. As of this date, 11/26/2014, I have heard nothing from you. Nothing. I would assume that you would not like theft by fraud added to your already dismal customer service history. I want my money back in the same way you took it; quickly. A copy of this email also goes to BBB and the California Attorney General, Mr. L. ****** of the Public Inquiry Office. ******* ***** Final Business Response /* (4000, 9, 2014/12/04) */ Dear Ms. *****, On 11/24 we responded to your request for a refund. You were issued a refund of $240.75 (TR# XXXXXXXXXXXX) back to your credit card, which can be verified by the transaction number provided. Thank you, Zenni Optical Final Consumer Response /* (2000, 11, 2014/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The glass used to manufacturer the glasses was defective. I ordered these glasses on 2.24.14, They were shipped on 2.4.14. I contacted the company about 3.30.14 by phone. This is well with the 30 days of my receiving the glasses. I followed up with 2 more phone calls. One customer rep just kept repeating that I was beyond the 30 day warranty period. Another said they would be able to fix it. I contacted the company by email on 4.9.14. I did not receive an answer back. My order says “Satisfaction guaranteed." The warranty period is not written on the order summary anywhere, nor the receipt. I have not been able to see with the new glasses, which I spent $97.85 on. I took them to an optician in April and was told that the glass has thin, horizontal lines going through it - like threads; this causes distortion and odd vertical reflections. They glasses are unusable. I was not asking to return them because they didn't look good or that the prescription is incorrect. I originally requested Zenni to replace the lenses because Zenni was totally at fault, having manufactured them with bad glass. I initially just wanted replacement lenses. Now, I would like my money back so I can buy glasses elsewhere that are useable. The money I spent with Zenni, I need to purchase new glasses.

Desired Settlement: I just want a refund so I can purchase new glasses.

Business Response: Initial Business Response /* (1000, 6, 2014/11/12) */ Dear Ms. ******, We sincerely apologize that you were unable to use the glasses you received. We've confirmed via your tracking number that your glasses were delivered 03/07/14 and you initially made contact with our company on 04/09/14, which is outside of our 30-day warranty policy. Please feel free to review our company policies, which are available on our website and were also agreed upon at the time you placed your order. If there's anything you'd like to discuss further, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 8, 2014/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I see I was outside the 30 day warranty period. Nevertheless as Zenni guaranteed satisfaction, I am very displeased. This is the same answer I received when I called. If I call now, the customer rep, who was most rude will say the same thing as this letter. The materials used to make the glasses was defective. They are unusable by anyone. I would appreciate a refund of my money. Obviously if this cannot be resolved, I woukd never speak positively about Zenni Optical and will file a negatively complaint with the BBB. Final Business Response /* (4000, 10, 2014/11/18) */ Dear Ms. ******, Had your initial contact been within our 30-day warranty/return policy we would've been happy to have your glasses returned and inspected. Unfortunately, it's now seven months past warranty and we cannot authorize the return of your glasses. Our sincerest apologies, Zenni Optical Final Consumer Response /* (4200, 12, 2014/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They cheated me of the money and sent defective lenses. Their apology is empty.

11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The company promised a refund for a defective product. The customer ordered two pairs of prescription glasses that contained the same prescription and had to return both pair as they were not made accurately. The customer paid for shipping, returned and reordered both pairs of glasses in which one pair is sufficent and the other is not. The customer reports not being able to see accurately in the insuffient glasses which also caused extreme headaches. The customer contacted the company, and they explained that she had to pay for shipping for the third time to return the glasses and that she would receive a full refund as this was her second time returning the glasses. After returning the glasses the customer recieved an email stating that she was only entiitled a 50% refund or store credit. The customer is requesting a full refund or will be pursuing legal action.

Desired Settlement: The customer is requsting a full refund and shipment fees.

Business Response: Initial Business Response /* (1000, 5, 2014/11/03) */ Dear Ms. *******, We sincerely apologize that you were unable to use the glasses you received. Unfortunately, because the inspection of your glasses found that they were manufactured correctly we're unable to honor a 100% refund in this case. Please see the Terms of Use on our website for any additional information. http://www.zennioptical.com/terms-of-use Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am requesting a full refund for glasses that I am unable to see out of. I am also requesting a full investigation of this case from the Better Business Bureau. Again one pair of glasses with the same prescription was manufactures well & I am not able to see out of the other pair of glasses. I will take legal action & report to Consumer Protection if this does not result in a favorable outcome. I have paid for shipping for this item several times & should not be blamed for inadequacies of the company. Final Business Response /* (4000, 10, 2014/11/12) */ Dear Ms. *******, The exception of a full-refund was pending the inspection results of your returned glasses, which in this case concluded that the glasses were manufactured correctly. Per our policy, as stated online for your convenience, this entitles you to either a 50% refund, store credit or we'd also be happy to send the glasses back to you. Please let us know how you'd like to proceed, (XXX) XXX-XXXX. Thank you, Zenni Optical

11/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have purchased two pairs of glasses from Zenni and both have broken in the same place after approx 5 weeks each. Below is a chat transcript showing the complaint. The chat operator was not able to help me, or to give me the address or other information for me to write a written complaint so I checked the BBB website and found I was not alone. System 1:49:25 PM Topic: Two orders have now broken, I would like a refund please. Order# oXXXXXXXX oXXXXXXXX Both pairs have broken where the lens attaches to the frame. A representative will be connected, please be patient. **** enters the chatroom. **** 1:50:45 PM Hello, Let me check on that. One moment. Which part broke, frame or lenses? ******* 1:51:34 PM lens same place on both pairs **** 1:52:58 PM Unfortunately, both of your orders expired warranty. ******* 1:53:07 PM how long is the warranty? **** 1:53:07 PM There is nothing can be done now. 30 days. Our warranty period is 30 days from the date they are received. ******* 1:53:56 PM ok and as this is the customer service department do you believe that this is good customer service? i received these on Spt 8th, so they lasted 5 weeks what is your complaint procedure? as this has happened twice now then it seems perhaps the product is only meant to last 30 days I see that you are BBB accredited, and that means that you have a complaints procedure and a review process. Can you please let me know the process? **** 2:01:17 PM Sorry, my computer just froze. We have all been instructed to strictly enforce the 30 day warranty. We are no longer to make any exceptions to this policy as nothing over 30 days can be returned, for any reason (excluding AR/photochromic lens issues). This includes Supervisors, who must also comply to this policy. ******* 2:01:57 PM thank you, that is very clear. **** 2:02:14 PM I am really sorry for that. You know, I am just a chat operator. I have to stick to the rigid and unbending policy. ******* 2:02:22 PM I did however ask what your customer complaint process was. even though the supervisor may not be able to bend the warranty they can presumably let me know how to make a formal complain about the product that I purchased?

Desired Settlement: I would like a full refund on both purchases as the products clearly weren't fit to be sold. Even though they only have a 30 day warranty it is not unreasonable for a buyer to expect a pair of glasses to last longer than 30 days, however neither pair did. For this reason I think a full refund is appropriate.

Business Response: Initial Business Response /* (1000, 5, 2014/10/23) */ Dear Mr. *****, We sincerely apologize that your glasses have broken. As stated on our website, we offer a 30-day warranty/return policy. We're unable to offer you a 100% refund based on this and also due to the fact that they're a custom-made medical device. If you have any further questions or concerns, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Would you consider supplying new lenses for one pair of the glasses as in both cases the lenses have broken where they join the frame. Both pairs were supplied with the slightly thinner photochromic lenses, perhaps they might not break with the standard thickness lenses. As it stands right now I am out approx $150 on glasses that have both broken just outside of warranty. If you can supply one pair of standard thickness coated lenses without the photochromic finish that would give me one working pair. While I understand you have a 30 day warranty for two pairs to have failed within days of the warranty expiring is very disappointing. Thanks for your attention. Final Business Response /* (4000, 14, 2014/11/10) */ Dear Mr. *****, We apologize that the warranty of our products was unclear to you at the time you placed your order; they were also agreed upon in the 'Terms and Conditions' at the time you placed your order. Unfortunately, as previously stated your glasses are outside of our 30-day warranty period and we're unable to make any accommodations in this case. Thank you, Zenni Optical

11/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Zenni Optical provided an inferior product, lied about the accuracy of the lenses, and refused a full refund. Order Placed: August 2014 Order Received: 08/18/14 Customer Service Issued RA#oXXXXXXXXX : XX/28/14 Customer Service Emailed No fault found: 10/03/14 I have a strong prescription and ordered a pair of glasses from Zenni Optical online. I paid extra money for high index lenses to ensure thinner lenses. I received the glasses and immediately noticed the incredibly thich lenses which were so bad they blocked my peripheral vision. I took photographs comparing them to my current pair of glasses and the difference was staggering. I requested an RA# from Zenni Optical to return them. Before returning them, I took them to a local optical store that ran the prescription on them, and confirmed my suspicions that the prescription was wrong. I received an email from Zenni after they inspected my returned glasses that stated they were manufactured correctly! Zenni offered three options: return my glasses, a 50% refund, or one time 100% credit. None of these options are sufficient. I do not need them to return the glasses in which the prescription is wrong and I cannot see out of them. I do not want a 50% refund as then I just gave this company money for messing up my order and failing to provide a product. A store credit does me no good when they cannot manufacture glasses correctly for me. I explained this by email to their customer service, which then never responded. I am highly dissatisfied and cannot believe they lied to me about the accuracy of the glasses and will not return my money.

Desired Settlement: Only a complete refund of my money is fair to me.

Business Response: Initial Business Response /* (1000, 6, 2014/10/29) */ Dear Ms. ******, We sincerely apologize that you were unhappy with the glasses you received. In your response, you mentioned not being able to see clearly with the glasses. If you haven't done so already, please fax your prescription to us at (XXX)XXX-XXXX so we may complete the inspection of your glasses. If you have any further questions or concerns, please give us a call (XXX)XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 8, 2014/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate your reply, but if you would have evaluated my complaint thoroughly, you would have seen that I sent my prescription in along with my glasses. You have already "inspected" my glasses and said that they matched my prescription, although I had an optical store evaluate the glasses before I sent them back to you and they determined the prescription was wrong. Please do the right thing and give me a complete refund of my money so this nightmare can be over with. Final Business Response /* (4000, 10, 2014/11/10) */ Dear Ms. ******, We apologize that we were unable to provide you with a product and service that met your satisfaction. You were refunded $90.81 (tr# XXXXXXXXXXXX) on 11/04 with our sincerest apologies. Thank you, Zenni Optical Final Consumer Response /* (2000, 12, 2014/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni Optical provided a prompt full refund, satisfying my desired resolution. Thank you.

11/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I experienced poor customer service during the order process and again trying to resolve the problem. The technician was rude. I spent hour on the phone...I described the glasses for reading....gave the technician the numbers off the prescription and received worthless glasses two weeks later. The company told me I made an error and described a partial refund scenario..When I asked to speak to a supervisor the call was disconnected. I received a call back from "****" who said they would issue a full refund to my credit card minus the shipping. I again asked for a supervisor....and he told me fine...a supervisor will call you back and tell you the same thing. The process was flawed....the glasses were worthless and the customer service staff was unhelpful to the point of being rude.

Desired Settlement: I want my reading glasses with no further hassle or payments. I followed the instructions from the Zenni operative when I ordered my glasses. The company was unfriendly and unhelpful and blamed me for the mistake. Based on the employees I spoke to....I assume that the employees are poorly trained in optical solutions and customer service.

Business Response: Initial Business Response /* (1000, 6, 2014/10/20) */ Dear Mr. *********, We sincerely apologize for your negative experience ordering with our company. We've made an exception to our policy, and have extended to you a 100% refund of $19.90 back to your method of payment. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 8, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a customer I am very disappointed and will not patronize this business again. There never was a call back from any supervisor....clearly it was easiest for the Zenni to just offer a refund rather than pursuing customer satisfaction. Weak. Final Business Response /* (4000, 10, 2014/10/29) */ Dear Mr. *********, Please accept our sincerest apologies for your dissatisfaction ordering with our company. If you have any further concerns you'd like to discuss, please feel free to email us at, *******@zennioptical.com. Thank you, Zenni Optical

11/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My glasses broke twice in 13 months. Zenni says I have to pay full price a 3rd time. https://www.youtube.com**************************************************

Desired Settlement: Topic: On Sept 1, 2013 I ordered glasses on order # XXXXXXXXX which broke. On Jan 1, 2014 I ordered another new pair of the same glasses on order # XXXXXXXXX. On Monday, Oct 13 (2 days ago) the replacement pair broke. I took them off & while cleaning the right lens cracked in half horizontally at the drilled screw-hole line. I bought this pair to replace the previous identical glasses which were defective too. I feel it is fair to get a replacement at no charge. All I need is the right lens. I can fix them myself. I love the glasses & plan to continue ordering from Zenni! Thank you for your consideration.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ Dear Mr. ********, We sincerely apologize that your glasses have broken. Unfortunately, as stated on our website we only offer a 30-day return/warranty period and also don't offer lens replacement. If you have any further questions or concerns, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am a self-employed electrician, in business 25 years. NOTHING is more important to me than giving the customer full value for their money & the idea that I care about their overall satisfaction. I feel all Zenni cares about is: THEY GOT MY MONEY! They say "We sincerely apologize...", but their words mean nothing! They lost me as a customer - I'm sure another glasses/optical sales company out their has a better attitude. Final Business Response /* (4000, 9, 2014/11/03) */ Dear Mr. ********, Again, our sincerest apologies that your glasses have broken. Due to the glasses being approximately 7-months outside of our 30-day warranty period, we're unable to make an exception in this case. Thank you, Zenni Optical Final Consumer Response /* (4200, 13, 2014/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have paid for 2 pairs of glasses & have no glasses. Incidentally my daughter's new Zenni glasses just broke (luckily within the ridiculously short 30 day warranty). What I mean when I say "I do not accept this business" proposed resolution" is that I will be taking my business to a company that makes a quality product & is willing to stand behind it.Good luck to you, Zenni - you're going to need it - you just lost 2 repeat customers!

11/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Customer service is unreliable. I've been trying to come to a conclusion over this situation since 7/17/2014 On 7/5/2014, I ordered a pair of glasses, order# oXXXXXXXX. I received them on 7/14/2014 to find that they were the wrong prescription. I called customer service immediately to resolve it, but was directed to a voicemail stating to leave my complaint, followed by my name, order information, phone # and email address. I was expecting a call back right away, but instead, received an email that following morning at 2am asking me to send them what the correct prescription should be. I emailed them back with the correct prescription at 5:30 am that same morning. After many confusing emails, and me pleading with them to just call me back - I made sure my phone number was attached on every email I sent them back, but they never called. Finally, on 7/21/2014, they emailed me what the proper procedure was to return the glasses, and that once they received them, they would issue me a 100% store credit. On 8/8/2014, I sent them via UPS from my work with all the information they asked for. On 8/15/2014, after no word on the store credit, I called them, and finally was able to speak to a representative. They proceeded to tell me they had yet to receive the returned glasses. I called again on 8/19/2014 where I spoke with another representative, who told me they had yet to receive them, that they have no record of them arriving. Today, 8/20/2014, I had my office assistant pull up the ups orders, and found the confirmation from ups that it was indeed delivered on 8/14/2014, signed by an individual with the last name of *****. The tracking # for the package is 1ZXXXXXXXXXXXXX. I have run out of patience with dealing with their customer service, and am also concerned that they lost my merchandise.

Desired Settlement: I would like a 100% store credit like I was told I was going to get. Even if they lost the glasses, as I have proof that they were in fact delivered, and one of their employees signed and dated it. Also, since the whole reason I sent them back for the 100% store credit was so I could order the same pair with the correct prescription, I would like that new pair rushed to me, considering I've been dealing with this nightmare for over a month.

Business Response: Initial Business Response /* (1000, 7, 2014/09/04) */ Dear Ms. ******, We apologize for the negative experience with your most recent order. A 100% store credit of $17.90 is now available for your use. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 9, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I do accept the 100% store credit of $17.90, once I place the order to replace the glasses I sent in, I would like those glasses rushed to me without having to pay the additional fee. This was stated in my original complaint, but was not acknowledged in the response from zenni optical. Final Business Response /* (4000, 11, 2014/09/22) */ Dear Ms. ******, In your case, your prescription was entered incorrectly at the time you placed your order. We've since issued a 100% store credit so you may reorder your glasses. If you'd like your glasses sooner than 7-14 business days, you may select the Express shipping method at an additional cost. If you have any questions, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Final Consumer Response /* (4200, 13, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that yes, I was at fault for entering in the incorrect prescription. But, it did take 2 MONTHS to even receive the store credit. After weeks of being lead to believe that the glasses I had sent back were missing, I finally had no choice but to file a complaint with BBB. Zenni, you are not selling clothing, you're selling prescription glasses, which for those who need them, are a necessity in every day life. It should not have to take months to deem one worthy of a store credit. Furthermore, when a customer sends emails pleading for customer service to respond with a phone call vs email, and they just respond with another vague email, I see that as total negligence by your customer service representatives. Also, what kind of respectable business blames their customer for the length of time it took to get a refund - as that is how I understood your response. I refuse to pay additional fees to receive a product that I would already have had in my possession had Zenni's customer service not been so unorganized and poorly trained. At this point, it's not the need for the glasses, but the principal.

11/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered prescription glasses, and the prescription was filled incorrectly. Zenni claims this was my fault, although I correctly filled out a form. The form I filled out exactly matched the prescription form I had from the eye doctor, and I filled it out correctly. When I complained about the glasses, Zenni told me that there was a special formula I needed to use to fill out the form, and that they had made me distance glasses instead of reading or close-up glasses--they admitted this, but claimed the error was my fault, because I didn't use the special formula. Prescription includes distance/close-up information as far as I know, that's the "+" or "-", which was included in the form.

Desired Settlement: Just a full refun of $12.90.

Business Response: Initial Business Response /* (1000, 5, 2014/09/24) */ Dear Ms. *****, We're very sorry to hear there was some confusion while placing your order. When placing an order on our website for reading glasses, you need to convert your prescription if your doctor didn't do so for you already. We'd be happy to offer you 100% store credit to reorder with our help, please give us a call! (XXX) XXX-XXXX Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first response to my complaint, made before I contacted the BBB, was to offer half store credit. It's not acceptable. They were sent an exact copy, of a standard prescription for glassesit matched their online form in every way. And when they made a mistake, they claim there's a "formula" and that I needed to "convert" the prescriptionnever mentioned when I placed my order. I do not want another pair of glasses made by a firm that would stoop to thisI need my glasses to see. I don't want a pair of glasses made by a firm that doesn't know a distance from a close-up prescription. Their form asked that question, I answered it, and they admitted that they made distance glasses instead of close-up. I still want a refund. It's not a large sum, but what I got for it was glasses I can't use, and a waste of my time.

11/6/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: i bought a pair of glass form Zenni optical. lenses are very thick and blurry. after contacting the company and asking for thinner lenses. i was told the warranty was out after 30 days but a supervisor would work with me. now i am being told that i am stuck with the bad glasses. i chatted with a person online and thought i was getting a good pair of glasses. i guess it your buying online don't but glasses. they said the first order was no good because the lenses were to thick. so i did what they recommend. An i still got thick lenses. the frames they said i needed is what i ordered in doing this i should have gotten the thin lenses.

Desired Settlement: for the glasses to be replaced with some more glasses with the thinnest lenses they have.i can send these bad glasses back.

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ Dear Mr. *******, We sincerely apologize that you were unhappy with the glasses you received. Unfortunately, you contacted us outside of our 30-day return policy as stated in our 'Terms of Use' and we're unable to authorize the return of your glasses. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) there is no way to get a feel for the glasses in 2 weeks. after you place an order it takes 14 to 21 days to receive them. so there is no way to ship them back in your 30 days. the company knows this so this is the catch for ordering from them. the glasses are very poor quality. if this stop one more person from being ripped off its worth it. it cant be that hard to put better lenses in these frames. i look for people who like this company. they have a lot of unhappy costumers. i will do better research next time. i just lost $88. i wish there was a way to stop company's from doing this. when its takes so long to the item and you only have a few days to ship it back. Final Business Response /* (4000, 9, 2014/08/12) */ Dear Mr. *******, Our 30-day return policy starts the day you receive your glasses, which according to your tracking number was 06/05/2014. Unfortunately, you first contacted us regarding your glasses on 07/10/2014. Thank you, Zenni Optical Final Consumer Response /* (4200, 11, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) i try to use your chat line and got no were. after several a temps i got to talk to a supervisor who said they would wave the 30 day policy. because it was so closes. An the lab would contact me and help get the classes fixed. the lab said i should have read the policy first then ordered from them. the lab never try to help. it was a lie to get me off the phone. ask your supervisor what was said. i have bought more classes. an the were bad to but a real company fixed them after i told them the classes were not working. i guess your company is just there to cheat people out of there money.

11/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Zenni Optical does not provide a clear warranty Although Zenni Optical does provide a Returns Policy it is not clearly stated that this is also their only warranty policy as well. Further, no mention is made of the length of time for defects in workmanship, particularly the lens itself. This complaint came about because 3 months after purchase a strange crack appeared in one lens. It is most certainly a crack due to a defect, but Zenni has stated that any return is only good for 30 days after purchase.

Desired Settlement: Although a replacement of the one lens would be desirable, I think the more important issue is that Zenni Optical provide a more clearly defined and stated Warranty Policy from this time forward.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Dear Mr. ********, We apologize that your glasses have broken outside of our 30-day warranty/return period. Our policy is stated on our website (FAQ section) and also listed in the 'terms of use' agreed upon when you placed your order. You'll also find it below: You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number if you want to return them for any reason. If you made a mistake during the order, or you just don't like the glasses, you can return them for a 50% refund to the credit or debit card or PayPal account, or for a one-time-use 100% store credit. Unused accessories can be returned for a 100% refund. We will replace broken frames at no charge during this 30-day warranty period. Replacement nose pads and screws are offered for the lifetime of the glasses. If you feel there is a manufacturing error, return the glasses for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge. Defects in the anti-reflective (AR) coating and photochromic films are warrantied for one (1) year from the date of receipt. This warranty does not cover normal wear and tear to the frames, lenses, or coatings. Unfortunately, we're unable to honor the return or replacement of your glasses. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure if Zenioptical read my complaint thoroughly. I understand that they will not replace the lens. That would have been my ideal solution. However, it was not my only offer of a solution. It was unclear to me, and others in my family, that the "return policy" was the full and complete warranty of Zenni. Their website does not say that the return policy is their warranty, as they claim in their response. My solution to this problem is simple, but I believe necessary. I request that Zenni state something like the following: "Our complete warranty, return and defect policy is as follows:" after which Zenni would list their current return policy. Doing so would make it clear for future customers and myself that this policy includes defects as well. As I stated in my original complaint, it was not clear from their website nor their agreement that their "return policy" is their full warranty policy. If this is corrected I would be satisfied. Making the above suggested change or a similar change to their website would resolve my complaint. Final Business Response /* (4000, 9, 2014/09/04) */ Dear Mr. ********, We sincerely apologize for your dissatisfaction with our warranty/return policy. This information can be found on our website under our Frequently Asked Questions section. (XXX) XXX-XXXX Thank you, Zenni Optical Final Consumer Response /* (4200, 11, 2014/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure how to respond to their reply. I think I adequately explained the problem in my last response. I even suggested a very simple resolution. Nothing new was added in Zenni Optical's reply. Obviously they think there is no problem with their "warranty" which is not clearly stated to be their warranty (the real issue in my opinion). I think there is a problem. They have offered no resolution, so I am still unsatisfied.

11/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Received the wrong order in the mail and horrible customer service to followed requested to cancel my order a full refund not getting full refund. I placed order oXXXXXXX on 7/10. The package that arrived on 7/28 was not my order. I called Zenni right away. They told me I would have to send back that order and they would request the other customer do the same when/if they got it back they would send me the correct order. I requested they give me a shipping label for returning their mistake they refused. They said they would refund me my shipping charges when they received it. I shipped it back the next day and included a receipt. I tracked it they received it on 8/1. By then they had refunded me $4.95 which was the original shipping charge on my order as compensation for the inconvenience. By 8/5 I had not heard back from them so I tried to call their customer service line again 7 times and got disconnected every time. I used their online chat. CSR told me they would refund me $10 for the $5.85 I spent to ship their mistake back ($2.50 times 4 pairs of glasses); She also stated that the other customer had not yet sent back my glasses. They told me I needed to wait another 2 days so they could try and contact them again and see if they would return them. This CSR ''*****'' personally would follow this order and contact me in 2 day to tell me where we stood. 3 days passed and I heard nothing. I contacted them this time via email and said if my order was not currently in the mail on its way to me that they need to be cancel my order and I want a full refund of my money ASAP. They then told me they were requesting a remake of my order and I will get it in about 2 weeks. I responded that this was too late cancel the order and refund my money. They responded they canceled the order and issued me a refund as store credit. I told them unacceptable I will not support their business ever again I want my money back. They have finally said they will refund my money but are not refunding me the full amount. I tried to explain this to them and they are just playing games, 2 weeks now I have wasted trying to work with them. All I want is a full refund of my order price and the shipping cost I paid to ship their mistake back. I am not trying to make a profit off of them, and at this point they need to accept they are not making one off of me with this order. My original order price was $138.58. They refunded $4.95 the original shipping charge. (138.58-4.95=$133.63) I paid $5.85 to ship back the incorrect glasses. (133.63+5.85=$139.48) they refunded me $10. (139.48-10=$129.48) I see that I am owed $129.48 as my refund and they are only refunding me $123.63. By their math they made a profit off of me returning their mistake. I just cannot let this go at this point it's all on principle. This was my 8th order with Zenni and I have referred a lot of business to them in the past. I will not do that again. This has been the worst customer service experience of my life from any company. They clearly only care to make money and don't care about their customers at all. I refer a lot of low income individuals to them because they offer them something they might be able to afford else ware. I would hate to see them to try to go through what I am going through with this as they likely would not have the resources, which I do, to do so. I am still currently waiting even for the refund of the $123.63, it should be refunded with in 48-72 hours from 8/10. It's 8/12 so maybe it will show up tomorrow.

Desired Settlement: All I want is a full refund of my order price and the shipping cost I paid to ship their mistake back. My original order price was $138.58. They refunded $4.95 the original shipping charge. (138.58-4.95=$133.63) I paid $5.85 to ship back the incorrect glasses. (133.63+5.85=$139.48) they refunded me $10. (139.48-10=$129.48) I see that I am owed $129.48 as my refund and they are only refunding me $123.63. This hopefully will show in my account tomorrow as that would be 72 hours of the promised 48-72 hour time frame they referenced in the email... If it does then all they own me in the $5.85 I spent to send back someone else's glasses. If it does not then they still owe me $129.48.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Dear Ms. ***************, We sincerely apologize that there was a mix-up with your order. We've since refunded your order total in full back to your credit card. Please let us know you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have refunded my full order price. But they still owe me a refund for what I paid to ship the incorrect glasses back to them. I should not have to foot the bill on their mistake, especially because I did what they requested of me in an extremely timely manor.. Final Business Response /* (4000, 11, 2014/09/22) */ Dear Ms. ***************, We've received correspondence from you regarding an order you had placed with us back on 07/10/14. According to our records, you were refunded in full for both your order and return shipping costs. If you have any further questions or concerns, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Final Consumer Response /* (4200, 13, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The money I was refunded for returning the wrong glasses is not the same money as my original order price and shipping. There for it has NOT been refunded. Please refer to the math I have supplied you with several times, or supply me with your math that shows I'm in the wrong, maybe zenni will finally see their error that way. I will continue to use BBB as a facilitator for this communication as attempting to go straight through Zenni's customer service for the first month proved to get me no where.

11/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Glasses were delivered on 2 occasions with the lens edges not polished and much thicker than the specifications called for. Fisrt I would like to state that I don't expect my issue to be resolved due to my experience/correspondence with Zenni. I purchased a pair of glasses, no line progressive lens with a refractive index of 1.61 May 5th 2013. I was very happy with the glasses other than the lens a little thicker than I prefer but no serious overall concerns. the lens thickness measured 3.6mm left lens and 3.9mm right lens. This was acceptable since the official specifications as indicated by Zenni was 3.4mm left lens and 4.0mm right lens. I spoke with a Zenni representative redarding the thickness of the lenses and he indicated if I ordered the 1.67 refraction the lenses would be thinner. I purchased a 2nd pair of glasses on Aug 23rd 2014 with the 1.67 refraction and when they arrived were much thicker than the previous lenses which confused me since I purchased the 1.67 refraction at a $19 additional cost. I spoke with Zenni on multiple occasions regarding this and it appears that no one understood my issue or wouldn't admit the error. They sent me several emails indication the lens thickness depended on several things, the height and width of the lens, the frame type. I tried to explain that the prescription was EXACTLY the same, including the frames, type and size. Zenni finally said they would give me a store credit if I returned the glasses as I did. I reordered with the exact same prescription, same frames as the first order. This order came with the same issues, not polished and a thicker lens and being the EXACT same order. I measured the lens and took pictures for Zenni to review. I am confused how the EXACT same order can be so different. Zenni indicated I can return the glasses for another try. I don't feel comfortable they can make the glasses right. I am a senior on a fixed income and cannot afford the return shipping charges consistently for returning glasses. It will be less costly to purchase locally.

Desired Settlement: I would like a full refund so that I can purchase the glasses locally.

Business Response: Initial Business Response /* (1000, 5, 2014/10/20) */ Dear Mr. *****, We apologize that you were unhappy with the glasses you received. It's our understanding you'll be returning your glasses to be remade. Please let us know if you have any other questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical

11/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent back glasses per customer service instructions with the expectation of a refund. I have not received this refund. Re: order number oXXXXXXXXX I received glasses that I was not happy with. I received a return authorization (RA number oXXXXXXXXXXXXXXX) and return the merchandise according to the given instructions. They received the glasses on Sept. 2nd (per US Postal Service delivery confirmation). As of this date, I still have not received the promised refund. I have tried contacting customer service on three separate occasions to inquire to the status of my refund to no avail.

Desired Settlement: Refund as promised.

Business Response: Initial Business Response /* (1000, 5, 2014/10/20) */ Dear Ms. *****, We regret to inform you that we never received your glasses returned to our office. If you could please fax us the USPS proof of delivery or provide us with the tracking number in order to validate that they were in fact delivered to our facility then we'd be happy to honor your refund. Please contact us at your earliest convenience, either by fax (XXX) XXX-XXXX or by phone (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) After multiple request to them, I was never informed of their claim they can't find the glasses that were returned. The USPS shows a delivery confirmation at of Sept. 2nd. at 10:14 am. Tracking Number: XXXXXXXXXXXXXXXXXXXXXX Final Business Response /* (4000, 9, 2014/10/29) */ Dear Ms. *****, With the tracking information provided in your response, we were able to confirm shipment of your returned glasses. We've authorized the 50% refund of $47.45 as agreed upon back to your credit card, you'll be receiving email confirmation within the next 24-48hrs. If you have any further questions or concerns, feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Final Consumer Response /* (2000, 11, 2014/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue resolved. Refund received. Thank You for your help in resolving this issue.

10/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Defective Glasses and warranty issues. Horrible customer service. I purchased glasses from Zenni a few months back and noticed there was a defect between the layers making up the entire lens involving the photochromatic lens in which according to ZenniOptical.com has a 1 year warranty. The lens appeared to have been manufactured incorrectly and looked like the photochromatic layer was peeling apart from the other layer. I took extreme close up photographs to show the defect since the lens is blurry in the defective area from the front and has a ''peeling affect'' from the side. I called Zenni Optical and received RA# oXXXXXXXXXXXXXX. I sent a copy of the photographs along with the glasses to Zenni Optical and waited for a response. I never got an email from Zenni so I contacted them via chat. They stated they inspected the glasses and that the glasses were not defective. I asked if they had looked at the photos I had sent and they said that they had not. All they had done was made sure the photochromatic lenses went dark. I explained that you cannot see the defect just by seeing if the photochromatic get dark. You have to look at the side of the lens to see the defect as well as the front. The representative asked me to upload the photos which I did. I asked the rep if they could see the defect clearly in the photos. They stated YES and let me know it would take 48-72 hours to reinspect the glasses. It has now been 72 hours and just contacted Zenni. The glasses have yet to be reinspected. This is HORRIBLE customer service. Zenni has now had the glasses for 9-10 days now. They should either make the glasses right the first time or provide at least decent customer service such that they do not lie about when the glasses will be done. HORRIBLE CUSTOMER SERVICE AND DEFECTIVE GLASSES ARE NOT ACCEPTABLE.

Desired Settlement: Due to the time delay caused by Zenni Optical for not paying attention to the photos sent the first time I am asking for the glasses to be replaced and a partial refund. This has caused great distress. How is a person suppose to function without their prescription glasses This has cost me money by having to ship these back due to the lack of quality control and quality assurance.

Business Response: Initial Business Response /* (1000, 7, 2014/10/24) */ Dear Ms. *******, After reviewing your order and returned glasses, we'd like to extend to you as a courtesy a remake of your glasses; the remake would be an exact remake of your original order. Please give us a call (XXX) XXX-XXXX to confirm that you accept this offer. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 9, 2014/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is exceptable. Very disappointed with Zenni Optical that I had to use the BBB to get this far, but am thankful that the BBB is helping to resolve this matter. Zenni Optical needs to have a better customer service.

10/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have received my glasses from Zenni and it is horrible. I have horrible pain and severe headaches I ordered my glasses from Zenni optical, my order no. is oXXXXXXXX. I have received it yesterday,I have an exam next Friday 20 so I was so excited to get my glasses. Once i put them on I felt my pupil are not comfortable and thougth it is because it is the new. THen after half an hour the pain increased and headache started with pressure on my eyes. I tried thema again today but with same problem. I have ordered one from Zenni before and it was great.. I do not know what is wrong this time. I called their customer service, and she said no refund, until you send it back at my OWN cost and they will check if it is prepared correctly. If they did not find that they made any thing wrong then they will not refund me. Should I wait until it ships back to CA at my own cost and then they examine to refund my money. I thought they will stand behind their product and send me my refund and also shipping label. I have no problem to send it back but i need my refund ASAP as I need to order a new , if I can do so before my exam. It is not my issue if they made right or wrong, its my eyes which should be comfortable wearing the glasses. Thats why we made glasses. Please I need my refund of $39.85 and I will ship the glasses for you. I do not need it any more. THanks

Desired Settlement: I need a refund $39.85 ASAP Thanks I wish they stand behind their product so that I can recommend them to my friends and family not to say that they gave me hard time as the customer service did today.

Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ Dear Ms. ****, As previously discussed with a member of our customer service, we must first complete an inspection of your glasses to determine what the problem may be. It's our understanding you've already been issued return authorization to do this. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you! ** Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sending it back only cost, but I want immediate refund to use it to buy a new eyeglass. Final Business Response /* (4000, 9, 2014/07/09) */ Dear Ms. ***** As per our return policy (also stated in our 'terms of use') the glasses must first be returned for inspection before any exceptions can be made on your behalf. If you haven't done so already, please give us a call (XXX) XXX-XXXX with your order number so we may issue your return authorization to do so. Thank you, Zenni Optical Consumer Response /* (-5, 14, 2014/08/07) */ I did not resolve the complaint. They did not give me money back they scammed me Business Response /* (4000, 17, 2014/08/19) */ Dear Ms. ****, Before we discuss your order any further we must first have you glasses returned for inspection. Please contact us for for an RA# at your earliest convenience. (XXX) XXX-XXXX Thank you, Zenni Optical Consumer Response /* (4200, 19, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have passed my exams without glasses cz of you people. It ends up having very bad headache into eyes and went to the dr cz of that. I sending you these pairs and need instant refund

10/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Return policy improperly and vaguely worded. Gives false impression of options available, they are failing to honor their policy Re: Order #oXXXXXXXX Purchased glasses and when shipped found the prescription was completely wrong. We returned to our doctor and he provided the correct prescription. We returned the glasses and received a 100% credit as advertised. We purchased replacement glasses with the correct prescription. Since this was the first time I could actually use the glasses, I found that they are useless to me for everyday wear since if you sit with you head back to watch tv, the reading lenses prevent clear vision, not even close. We wrote to Zenni requesting a return and were told they could provide a 100% credit because of their policy. I provided the following response which reflects my problem with the policy: Your return policy is the issue. "One time USE" is clearly not the same as a one time AVAILABILITY as an option to receive a 100% credit. The fact that your return policy lists your return options in one line with "or" listed between them and not indicating CLEARLY or separating the options into two complete and distinct sections, that the credit is only AVAILABLE one time, is misleading and confusing. Your return policy does not make that one time availability, not use as your poorly worded policy states, clear in any way but it appears to be hidden in a one line statement, whether intentionally or not. The fact that you are even suggesting that we pursue the doctor for a portion of the refund is, quite frankly, poor business practice since the first return was not OUR fault, but the fault of a third party, which I advised we could prove by providing the prescriptions he wrote. Other businesses have offered one time use refunds meaning you have to use it all at once and it is not a running credit that can be used for different transactions. Their policy does not clearly state that you can return one time only for the credit, rather blurring it into a statement that is in no way clear to anyone I have consulted

Desired Settlement: 100% credit as stated in their policy

Business Response: Initial Business Response /* (1000, 9, 2014/09/22) */ Dear Mr. ******, We apologize that our company return policy was unclear to you. We've since received your returned glasses and will be refunding 50% back to your PayPal account, due to your order being paid for by store credit. If you have any further questions, feel free to give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (4200, 14, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) the company return policy is that a refund can only be received if the item was returned within thirty days. I made several requests via email for an extension of the thirty day policy and never received a clear and concise YES or NO, which appears to be an issue with this company. I felt I had no choice but to return them within thirty days for fear that if I did not, they would ignore all my previous correspondence and deny me ANY relief. I still made it clear that my return was being made only due to that portion of the wording of their return policy, which is the only clear and concise part of it. I also added that I was still requesting the 100% credit I feel is available to me. I included a note I inserted in the glasses that were returned and subsequent emails that I was requesting the 100% credit and requested that they delay any relief until this matter was decided through the BBB and, as usual, they ignored that. I have sent you their previous email where they totally disregarded this. I also wish it to be noted that I also requested that this matter be reviewed by a supervisor which appears to have been also ignored. I saved copies of all emails, the pertinent ones I will attach to the email I received today and will forward. My position has not changed. I do not accept the 50% refund as a remedy. They are mistaken if they thought that was my acceptance because I made it CRYSTAL CLEAR by all correspondence that I was making the return at that time ONLY so that would not screw me out of any refund, after they completely disregarded any requests I made for an extension. My original request was for the 100% credit. Per your previous request for some compromise, I asked for a 75% refund, not 50%.. i will stand by that compromise as fair at this time but also feel this company needs to clearly word their return policy for the future. That is my response.

10/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: lenses are cracking I ordered rimless glasses and they were shipped on Jan 30 2014. They seemed fine upon arrival but made cracking noises when I went outside if it was cold outdoors. However the glasses seemed fine until this week when I started to notice little cracks are developing in the lenses where the hardware is attached to the lenses. It seems to me that this is a defect in either the materials used or the workmanship. There is NO warranty information posted on their web site. All that they say is that their refund policy is limited to 30 days. So I wrote to them on July 6 asking for advice. They responded that there was nothing they could do because I was beyond 30 days.

Desired Settlement: replacement or refund

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ Dear Ms. *****, Our sincerest apologies that your glasses have broken. Unfortunately, as stated in our Terms of Use on our website, we only have a 30-day warranty/return policy. Please feel free to give us a call (800) 211-2105 if you have any further questions or concerns. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their reply because they do not post their "Warranty policy", nor could I find any "Terms of use" when I searched their web site. They say nothing about what happens if the product is defective. Furthermore their purported policy is not prominently posted on their web page as required by law. The only information they give when you make a purchase or browse for products is that you can only "return" the product during the first 30 days. A "return" might be made for any number of reasons. For example if the customer simply did not like the product. However, this is not the issue in this case. In this case the product failed under normal use. Thus this is not a return issue but a warranty issue. It is my understanding that there are laws of implied merchantability; when a product is sold there is an implied promise that the product is merchantable and fit for the purpose for which it is sold. If the seller does not want to abide by this law they are required to post this information is a prominent place. Zenni is clearly breaking this law. Final Consumer Response /* (4200, 12, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their reply since they have not offered any proposed "resolution" at all. Furthermore they do not honor their "Satisfaction Guarantee". When I placed my order I searched their web site using their search tool looking for a "Warranty" so that I would be informed of their warranty policy but the search came up with nothing. Now they claim that their terms of use is the same thing as a warranty policy. It's pretty lousy and deceptive to bury a purported warranty policy under something called terms of use. I never received a copy of anything called terms of use, I only received their order confirmation and claims of satisfaction guarantee. So, no, I do not accept their reply. Final Business Response /* (4000, 14, 2014/08/12) */ Dear Ms. *****, Again, we sincerely apologize for your dissatisfaction ordering with our company. Unfortunately, our long-standing warranty/return policy is 30-days from receipt of our glasses and because your glasses broken outside of that time frame we're unable to offer a return option. Thank you, Zenni Optical

10/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Poor customer service and handling of issues I had bought a pair and it broke. I bought another pair and then asked if I can get a credit on the previous one. I was told yes. I also informed the representative that I moved (which I was willing to provide the proof) so I threw the glasses away because they were in really bad shape. I also let the rep know (via email) that I wasn't aware I was eligible for a credit. Had I known that I wouldn't have thrown the glasses away. So, being a long time customer for over 3.5 years, I requested an exception and was told no. I decided to call in and speak with a supervisor but the representative over the phone was so rude. I eventually asked for a supervisor and was put on hold. When she returned she said that the same supervisor who made the decision below will be contacting me. When I asked what time or when I can expect a call she said ''if they deem worthy to call back'' then I will get a call.Overall experience was so bad. I let them know that I will be buying 2 additional pairs. I also emailed them to let them know of my experience and never heard back. I understand that I should've kept the broken pair but I was not aware that I would be able to get the credit until after I had already bought another pair! The phone rep was unbelievably rude and seemed like didn't care at all. The supervisor that was supposed to call me back also never did or send me an email.

Desired Settlement: I'd like to speak with someone and explain the situation and the bad experience I had. I only want to talk to someone who has decision making powers and is higher up in the rank. I'd appreciate a good credit but it's not the end of the world, I'd still like to bring it to the attention of higher ups and through social media.

Business Response: Initial Business Response /* (1000, 5, 2014/08/21) */ Dear Ms. ********, As stated on our website: You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number if you want to return them for any reason. If you made a mistake during the order, or you just don't like the glasses, you can return them for a 50% refund to the credit or debit card or PayPal account, or for a one-time-use 100% store credit. It's our understanding you've already spoken to one of our supervisors regarding your order. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok, I already know this information but that's not what I asked in my complaint. Please re-read the whole thing. This is what I'm talking about- just generic responses by individuals who are hired just to read off scripted information. I'd like to speak with someone who actually is a decision maker and not some individual at an outsourced office reading what's on a piece of paper handed to them and sound like they're doing you a favor when speaking with you.

10/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Glasses were lost in the mail and Zenni Opitical did nothing to help. They would not cancel the transaction, refund the money, OR send out new glasses I had heard about Zenni Optical from many family members, so I decided to try the company when my dog ate my last pair of glasses. I was pleased with how easy it was to order from their website, and was excited to get TWO different pairs of glasses I had ordered online on September 25, 2014. The website told me I'd be getting my glasses in about 2 weeks, and I was fine with that. On October 1, a shipping label was made by Zenni Optical, with an estimated arrival date of October 6, 2014. I carefully tracked the shipping, anxiously awaiting my new glasses. However, on October 6th my glasses did not show up. Nor did they show up on the 7th, the 8th, or the 9th. Tracking the package, USPS claims my package departed their facility about 20 minutes from my house October 5th, 2014 at 2:35 am. After that, the item is lost and has not been tracked since. I called Zenni Optical on October 8, 2014 asking what they could do. As a new customer, I was assuming they'd want to keep me happy and would either issue a refund or send me a new set of glasses. However, I spoke to an EXTREMELY rude customer service rep on the phone who actually yelled at me telling me that the item "was not in Novato therefore there was nothing to be done" on her end. I then online chatted with a customer rep on October 9, 2014 and was told I would have to wait two full business weeks before they'd consider sending me my glasses again. I asked if I could just cancel the order and place it again, but was told this was not possible and I'd just have to wait. Meanwhile, USPS actually stated that they thought the tracking was inconsistent and the item was most likely missing. If one looks at the tracking, it is clear that IT SHOULD NOT TAKE 4 DAYS TO MOVE FROM POINT A TO POINT B WHEN THEY ARE ONLY 20 MINUTES AWAY. Also, the item has not been tracked since the 5th!!!! I have experienced nothing but RUDENESS from customer service reps at Zenni Optical and now know I would NEVER order from them again. They do not care about their customers. MEANWHILE, I STILL DON'T HAVE GLASSES AND THESE PEOPLE JUST DON'T CARE. Altogether, I'll have waited almost a month and a half to get 2 pairs of glasses that should have been here in 1/3 of the time. Shame on you, Zenni Optical!

Desired Settlement: I would like my order!!!!!! Otherwise, I'd like a full refund.

10/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The glasses that I ordered were of such poor quality that I could not wear them for more than an hour. I ordered a pair of glasses from Zenni that were made correctly according to their lab. Unfortunately, the lenses refracted the light in such an odd manner that I could not wear them for more than an hour without getting a headache or becoming nauseous. My optometrist said that it had been a very long time since he had seen lenses so poor. After shipping my glasses back, I requested a full refund. I was told this is not an option since the glasses are custom made. If I wanted a full refund I would have to accept store credit. I do not want store credit since I will never use Zenni again. After talking to a customer service representative that got frustrated and blamed me for the issues, I sent a email to the company as suggested by another representative. It has been weeks and I still have not heard anything. So, I got on the website and requested the 50% refund. I am extremely dissatisfied with this company and will most likely never do business with them again.

Desired Settlement: I want a full refund to my credit card but since that is not offered and I couldn't get a response to my email, I opted for the 50% refund.

Business Response: Initial Business Response /* (1000, 5, 2014/10/06) */ Dear Ms. *******, We sincerely apologize that you were unable to use the glasses you received. According to our inspection of your glasses, they were manufactured correctly and to the prescription you provided. It's our understanding you've since been issued a 50% refund back to your credit card for the pair. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2014/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) This should've been handled differently but I'm too busy to fight with them about this any more. The glasses were terrible, the customer service blamed me, and I even had to pay to ship the glasses back. Zenni is not a company I will do business with again.

10/8/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Zenni offered free shipping with orders $50 or more. Order was $57.60 & after applying the coupon twice, Zenni refused to honor it, said it expired. On Tuesday, September 2, 2014 I called Zenni, to clarify my order, and after being placed on hold for 15 minutes with no attendant responding, I had little choice but to hang up, and e-mail them. I e-mailed them on Wednesday, September 3, 2014 to let them know I wanted to place an order for several pairs of glasses, which included an image of an advertisement that read: "Save all your eyeglasses needs at zennioptical and get free US shipping with orders $50 or more!" I called an e-mailed Zenni to figure out my order, and they're not returning calls (though they say they will), and I've only been getting e-mails, written in improper English, about my order. We went back and forth over e-mail, and I placed my order for $57.60 on-line on September 4, 2014. I applied the coupon and it said it was successfully applied, but nevertheless charged me $4.95 in shipping. I wrote Zenni to contest the charge, and they wrote me back, AFTER I placed my order on September 4, 2014, saying that they would not honor the free shipping offer because the coupon expired. Long story short, I've been doing business w/ Zenni for years and they have generally honored their offers, so I was very surprised when they wrote me saying that they would not honor the coupon because the offer expired. There was no expiration date on the coupon, and it continues to exist today on their site. If they don't plan to honor their offers, they should remove the offer. However, if they post the offer, they should honor it. I would like this resolved by getting a refund credit on my Mastercard for $4.95 in shipping charges. Thank you.

Desired Settlement: Refund of $4.95 on my Mastercard bill.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ Dear Ms. ***, We're very sorry to hear you were unhappy regarding the last order you placed with us. Unfortunately, there are some offers online that aren't affiliated with our company and at the time you contacted us we weren't offering free-shipping on orders over $50. If you have any further questions, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

10/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: during normal use of less than three months, the glasses broke (lenses of frameless glasses) and cannot be repaired. the glasses (order #oXXXXXXXX), style #XXXXXX, were ordered on june 5, 2014. delivery of glasses took approx 2-3 weeks. the glasses ordered(#XXXXXX) were of a different frame and style than originially requested (original style requested #XXXXXX), due to item #XXXXXX being out of stock. customer service had no idea when item #XXXXXX would back in stock. the alternate glasses ordered (O#oXXXXXXXX), are frameless and came with a repair kit. after receiving the glasses on or about june 26, 2014 the glasses were worn and cared for in an appropriate manner. on august 17,2014 it was noticed that the glasses were loose and wiggling. the screws securing the frames and lenses had come loose. the next day the left lens shattered at its point of attachment on the nose guard. zenni optical was then contacted regarding this problem. Zenni's response was, we have a strict 30 day policy. you're outside the 30 days, so there is nothing we will do to assist you. in regards to the "30 day policy", the policy is not made clear at any point in the ordering or purchasing process. in addtion, due to the approximate 3 week delivery time, that leaves only one week for the me (the consumer) to wear the glasses and evalute the product. since receiving zenni optical's flat out refusal of assistance in any manner regarding their product, i have attempted to order new glasses on their website. the site will not allow me to order ANY products whatsoever(re-order or new order). i again contacted customer service and received no assistance in my ordering requests. i feel i am being blocked from the site as a result of my complaint. and when i did attempt to re-order the same item - it is listed as out of stock. this was the same problem as when i attempted to re-order my original glasses. all payments have been made using my credit card. when i asked the customer service rep, amber, what could be done as far as assistance, the response was you're outside the 30 days. we (zenni optical) will do nothing to assist you.

Desired Settlement: i would like a replacemet pair of glasses of equal or greater value. i would also like a guarantee of at least one year against breakage due to normal wear and use.

Business Response: Initial Business Response /* (1000, 5, 2014/09/04) */ Dear Mr. ******, We sincerely apologize that your glasses have broken. Unfortunately, we have a 30-day warranty/return policy and at the time you made contact with our company it was outside of that time frame. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. If you're unable to reach us by phone due to an unusually high call volume, please feel free to email us at: *******@zennioptical.com. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the email receipt received from zenni optical, it clearly states "satisfaction guaranteed". Please refer to additional follow-up email for copy of zenni invoice, guaranteeing satisfaction. The breaking of the glasses is due to quality and/or workmanship deficiencies, not abuse or misuse. If replacement with an equal or better product is not a available, then i would like a full refund. In addition, Zenni optical's website's selection of product has become very poor (with many items out of stock & not replaced). It appears product & service are not priorities for the zenni company Final Business Response /* (4000, 9, 2014/09/22) */ Dear Mr. ******, We sincerely apologize that your glasses have broken. Unfortunately, as stated on our website we have a return/warranty period of 30-days from the receipt of your glasses. If you have any further questions, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a pair of transition glasses from Zenni. They barely transitioned into a darker stage in the sun. So I sent them back for inspection. Date: Jul 10, 2014 9:07:48 PM Subject: RE: Recently purchased glasses NOT SATISFIED WITH YOUR REPONSE To: ***** M.****** 07.10.14 Re: Order #oXXXXXXXX Dear ***** M. ******, Write the RA#oXXXXXXXX​XXXXXX on a note with a brief explanation of the issue, and send the glasses back to us in California. We'll contact you as soon as the inspection is completed. Our address is *** ******* Blvd., ***** ******* ** XXXXX.​​; //////////////////////////////////////////////// 08.17.14 Re: Order # oXXXXXXXX Dear ***** ******, We have checked your order and found we sent your glasses from our office on XXXX-XX-XX via USPS.​ The tracking number has not updated in our database. We will ask our office to update the tracking number and inform you the status soon. You can expect to receive it soon. They have had my glasses since July 15, 2014 Three times I have ask for a tracking number, got nothing. No body knows where the glasses are. I either want a another pair of glasses other than the originals I ordered because they were not correct or a full refund? Please advise.

Desired Settlement: I want either a full refund or I would like to make a new order different from the original due to the fact that they were not functional as transitions. Please advise asap. I really need my new glasses to function at work so I can see! Thank you for your understanding in this matter. This company has been stringing me along for 2 months. This isn't right that they can get away with this? Regards, ***** M. ******

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ Dear Mr. ********* We apologize that our 30-day return/warranty period wasn't clear to you. In the future, please feel free to give us a call (XXX) XXX-XXXX if you have questions regarding the services we provide and our company policies. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Zenni has said that they are making a new pair of glasses for me at no charge but, I have not received them as of today's date of September 23, 2014. That was stated several weeks ago. I do not want to close this complaint until I receive my glasses please. Please advise if you have additional instructions for me to follow. Thank you for your efforts in this matter. ***** ****** Final Business Response /* (4000, 10, 2014/09/29) */ Hello Mr. ******, According to the tracking information on your remade glasses, they were delivered 09/25 via USPS. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you! Zenni Optical Final Consumer Response /* (2000, 12, 2014/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni business practices are archaic to say the least, but at the end of a 3 month debacle I received my glasses back and that's all that counts.

9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received wrong and defective glasses twice. Zenni won't issue a full store credit and only wants to refund 50% of money paid!! On 06/16/2014 my husband ***** and I ordered 2 pairs of glasses, one regular prescription and one prescription sunglasses. The total paid for our order was $131.74. When we finally received the glasses more than 3 weeks later, the prescription glasses was wrong and the sunglasses lenses were not dark enough. Both frames were huge! Not at all how it looked like in their photo preview. So I contacted Customer Service on the phone and I was instructed to return both glasses for a full store credit. I was instructed to order the most expensive sunglasses lenses, which should be dark. We got the 100% store credit on 07/09/2014 and I ordered 2 new pairs on 07/21/2014. The total for the new order was $135.42. We received the new glasses on 08/08/2014 and to my dismay, the new glasses were also defective! The new regular prescription glasses were wrong, and the worst of all were the sunglasses, for there was a gap between the frame and the lenses - like the lenses were cut wrong and did not fit the frames. I contacted Customer Service the same day on the phone explaining the issues, and I received an email from them (which I have a copy) also the same day 08/08/2014 apologizing for my problems and instructing me to return the glasses for inspection, the email also stated that if the glasses were made incorrectly they would provide me with a remake and if they were made correctly (not defective) then I would have the choice of another 100% store credit or 50% refund of money paid to my credit card. I obviously chose the store credit because I don't want to give away more than $65 for nothing. I returned the glasses and according to my USPS receipt, Zenni received them on 08/16/2014. I contacted them right after that date and they explained to me that the warehouse was backed up and it may take longer to acknowledge receipt of my return and issue me the store credit and that I should wait for the store credit email. On the week of September 8, since I have not received any email from them, I called the customer service number again. The agent told me they had in fact received the glasses back, and that I should receive the store credit email soon. On the week of September 16, 2014 (4 weeks after they received the defective glasses back from me) I called again, questioning why I had not received any email concerning my credit, since I still need to order glasses. The representative then went on to explain to me that an inspection was not made because I called asking for a store credit, but at the same time a credit would not be issued because they cannot issue a store credit twice, and they would only refund me 50% of the money I paid. Bottom line, after paying $135.42 for 2 pairs of glasses and receiving defective, unusable glasses twice, paying all shipping back and forth (Zenni charges $4.95 for shipping each time, plus I had to pay the shipping to return the glasses to them both times) totaling $19.80 in shipping costs for me, I would only receive what the representative estimated at $64 back in my VISA credit card. This is unacceptable.

Desired Settlement: Zenni sent wrong and defective glasses to me twice. Their customer service is poor, they are unpolite and do not care to solve your problem. I don't trust them, I do not want to have to order glasses again from them and have to wait weeks before I receive the glasses. And worst, if they come defective or do not fit properly it would take another fight to get what I paid for. I would like 100% of my money back ($135.42) since they were incapable of delivering the product they showed me on the website. I need to buy glasses and I will pay more at the store but at least I will have them!

Business Response: Initial Business Response /* (1000, 6, 2014/09/24) */ Dear Ms. *****, We're sorry to hear you had a problem with the glasses you received. Per your request we've given you 100% store credit to choose a different pair, however, if you'd like us to remake the glasses we'd like the opportunity to do so with our sincerest apologies. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 8, 2014/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Zenni contacted me via phone and they are remaking the glasses. I have not received the new glasses yet, but they agreed it remake them. I hope the new glasses come in good shape.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refuses to refund full purchase amount After buying a pair of glasses online, they arrived 2 weeks later. The glasses were cheap (china made) and poor quality. The bridge was very shaky. This is not what I expected from a new pair of glasses When requesting a refund I was told I can only receive a 50% credit.

Desired Settlement: Full refund for purchase amount. No store credit.

Business Response: Initial Business Response /* (1000, 5, 2014/09/04) */ Dear Mr. *******, We sincerely apologize that you were unhappy with the glasses you received. In order for us to consider a refund of any amount, we must first have the glasses returned for inspection. It's our understanding you've already been given the necessary authorization to do so. Please let us know if you have any further questions or conerns, XXX) XXX-XXXX. Thank you, Zenni Optical

9/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: ordered glass got said glass they not right have tryed getting it resoved with them ordered glass they not right tryed to resove with them have done everything they asked of me but they want to refund only half of what i paid thats so wrong i did what they said send photo and scaned script but now they saying i have to go back to dr and get new script or pd i have ordered from before and never had trouble they wont respond any more to my request

Desired Settlement: i want a full refund from them so i can get glasses that work for me

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Dear Ms. *****, Per your request, you've been issued 100% store credit for your glasses in the amount of $79.90. This credit is now available for your use. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical

9/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: PURCHASED SECOND PAIR OF GLASSES. WHEN RECIEVED LENES WERE INCORRECT.IMMEDIATATLY CALLED ZENNI TO TELL THEM. RECIEVED A RETURN AUTH NUMBER AND MAILED THREE WEEKS LATER HAVE CALLED AND EMAIL COMPANY SEVERAL TIME. NOW THEY DON'T WANT TO HEAR FROM ME.I HAVE PAID FOR THE GLASSES AND JUST WANT THE CORRECT LENES OR CREDIT MY CREDIT CARD FOR THE FULL AMOUNT. I WELL DO BUSINESS ELSE WHERE.

Desired Settlement: DESCRIBED ABOVE

Business Response: Initial Business Response /* (1000, 6, 2014/08/28) */ Dear Ms. ********, We sincerely apologize for any dissatisfaction you've experienced while ordering with us. We've since issued a 100% store credit for the amount of $45.90, which is now available to reorder. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical

9/11/2014 Problems with Product/Service
9/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am pretty upset, just finding out through a conversation with a Customer Service rep that you do not adjust the progressive bifocals on the glasses. Don't you think it would be a more ethical way of doing business if you were upfront with customers? Now you are telling me that I will not get a FULL refund. Thing is had I known that you put the progressive bifocal right in my line of vision, I certainly would never had ordered. I am not in the habit of ordering things from a company that can not produce what I am ordering, so I can lose half of my money. This was not disclosed to me prior to ordering, this is not my fault and I should not have to be penalized by losing half my money. I am asking you to refund the entire amount. If this was disclosed to me prior to ordering and I ordered anyway that would be a different story.

Desired Settlement: I would like a full refund. Since it was their failure to disclose this prior to ordering

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Dear Ms. *******, We sincerely apologize that you were unhappy with the segment height of your progressive lenses, however, we make mention of this in the 'tool tip' when you're selecting the prescription type during the order process. In some cases, you can have the glasses adjusted to account for this. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 8, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I looked all over the website for this tool kit they are referring to. If there is one and I cant find it no one else will, why would they hide something so important, besides, if I choose progressive bifocals, like I did, and the frames says "yes" for progressive lens,then the glasses should be right. Why would they even allow that frame knowing the bifocal will be interfering with the regular prescription, and why does it not alert you then or warn you or have a pop up window telling you. THIS IS DECEITFUL AND WRONG. I want a full refund. Disclaimer is not where you can find it and the frames should never say "yes" if they can't pull it off. Final Business Response /* (4000, 10, 2014/09/04) */ Dear Ms. *******, We sincerely apologize for the negative experience you had with your most recent order. Per your request and our return policy, you've been issued a 50% refund of $107.00 (TR#XXXXXXXXXXXX) on 08/29/14. Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Final Consumer Response /* (2000, 12, 2014/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) 1/2 of the money is not acceptable especially under the circumstances. I chose frames for progressive lens. If they can not deliver a correct prescription with those frames, they should not offer them. After much effort Zenni has agreed to refund the other 1/2 of the money. I sincerely hope they look into their refund policy and do the right thing by their customers. Because that's what a reputable company does.

9/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I returned my glasses because my eye professional said that they were incorrectly manufactured. I ordered progressive lenses and sent the prescription into Zenni Optical. I then included a copy of the actual prescription. I ordered frames and clip on sun shades. The total was $103 80. When the glasses arrived I put them on and they immediately made my eyes sting and I felt them burning. I went to see my eye professional who examined the glasses. She told me that the prescription was not followed correctly and that the glasses were incorrectly manufactured. I sent the glasses back to Zenni Optical and requested a refund. Today I was informed that they would manufacture another pair and send them to me. This is unacceptable because they will only manufacture them incorrectly. I do not want the glasses and I am entitled to a full refund according to the Trade Commission and fair trade/ product return policies.

Desired Settlement: $103.80 added back to my credit card or sent to me in the form of cashier's check made out to ******* ***. The glasses were received on July 16 and I returned them on July 17. Zenni Optical acknowledged receiving glasses on Monday, July 28. I received an email from Zenni Optical today stating that their decision is to manufacture the glasses again! This is in reference to order# oXXXXXXXX. Today is July 28, 2014. M. ***

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Dear Ms. ***, We sincerely apologize that your glasses were incorrectly manufactured. As stated in our return policy, we're actively remaking them at no cost. Please allow 7-14 business days for delivery. If you should have any questions or concerns regarding your remade glasses, please give us a call (XXX) XXX-XXXX. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) XXXXXXXX The company does not have the PD # to correctly make the glasses. Unless they contact my eye professional to ask for this information they will manufacture a pair of glasses which will be useless. I am willing to accept a cashier's check in the amount of $75.00 made out to ******* ***, mailed to me and received by me within 3 weeks from today, August 18. I am a senior adult and cannot measure PD # and do not need a pair of worthless glasses. I will not only accept this middle ground response but I will also maintain a professional attitude regarding this business. The frames do not fit and that is also unacceptable. Thank you in advance for a prompt resolution to this matter. Please ask this company to weigh the cost of maintaining an unacceptable return policy against a good reputation among Senior Citizens. If they are still determined to re-manufacture the glasses, please ask them to call for a PD # and I will obtain this information this week so that I am ready for their phone call or email. Sincerely ******* *** Final Business Response /* (4000, 9, 2014/09/04) */ Dear Ms. ***, We sincerely apologize for the negative experience you had with your most recent order. As an exception to our policy, we've issued a 100% refund back to your credit card in the amount of $98.85 (TR#XXXXXXXXXXXX). Please let us know if you have any further questions or concerns, (XXX) XXX-XXXX. Thank you, Zenni Optical Final Consumer Response /* (2000, 11, 2014/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the return of the manufacturing cost of $98.85 to my bank card account. I appreciate the Better Business Bureau's assistance with this matter. I am quite satisfied with the decision made by Zenni Optical.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered over $200 worth of goods and they simply did not show up. The tracking info says the goods were delivered and I have a locking mailbox. A package was shipped to you on 07/25/2014 via U.S. Postal Service Priority Mail to the following address: ******* ****** ********** 3 ****** ** ********** ** XXXXX-XXXX The following optional services were used: None The package's USPS Tracking ID is XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX Using the above info I tracked my order. I was excited to get my package when it read delivered. When I got home i was sad to find no package. I don't understand why because I have a locking mailbox that glasses would easliy fit inside. In fact, last time I ordered my package fit inside my mailbox. THis time it never showed up. I emailed and they told me to ask my neighbors and the post office. I tried both to no prevail. I am afraid I am out of my money. Please help me as this is a lot of money to me because I am on a fixed income. I just need new glasses and I have never had any problems with Zenni in the past. They provide a much needed service. I applaud the company for providing glasses that people can actually afford. I just wish that I could get the glasses that I've already paid for. Thank you for your help. Please let me know if you need anything further from me. Below I have placed my order confirmation info: My Account Customer Service THANKS FOR YOUR ORDER! You'll be seeing clearer - and looking good - in no time. Your order number is oXXXXXXXX . You're going to want to hold onto that. Hello ******* ******, Thank you for choosing to order your eyeglasses with Zenni. We're processing your order now. +You can track your order's status and delivery progress by logging into My Account +If you need assistance or have any questions, please contact Customer Service ORDER INFORMATION SHIPPING Method:Zenni -standard Address: ******* ****** 3 ****** ***** ************ XXXXX US Telephone: XXXXXXXXXX BILLING Address: ******* ****** 3 ****** ***** ************ XXXXX US ITEMS IN YOUR ORDER Frame XXXXXX $23.95 XXXXXX $12.95 XXXXXX $23.95 Color Black Black Black Lens Shape Prescription Type Single Vision Single Vision Single Vision (SPH) (CYL) Axis (SPH) (CYL) Axis (SPH) (CYL) Axis OD - Right -0.50 0.00 0 -0.50 0.00 0 -0.50 0.00 0 OS - Left -0.50 0.00 0 -0.50 0.00 0 -0.50 0.00 0 PD 63 63 63 Frame Price $23.95 $12.95 $23.95 Lens 1.57 Photochromic + Single Vision -Gray $19.00 1.57 Mid-Index Single Vision FREE 1.57 Photochromic + Single Vision -Gray $19.00 AR Anti-Reflection Coating Oleophobic (oil and fingerprint resistant) premium anti-reflective coating $14.95 Standard anti-reflective coating $4.95 Standard anti-reflective coating $4.95 Unit Price $57.90 $17.90 $47.90 Quantity Qty: 1 Qty: 1 Qty: 1 Sub-Total $57.90 $17.90 $47.90 Frame XXXXXX $23.95 XXXXXX $19.00 Color Black Black Prescription Type Single Vision Single Vision (SPH) (CYL) Axis (SPH) (CYL) Axis OD - Right -0.50 0.00 0 -0.50 0.00 0 OS - Left -0.50 0.00 0 -0.50 0.00 0 PD 63 63 Frame Price $23.95 $19.00 Lens 1.57 Mid-Index Single Vision FREE 1.57 Photochromic + Single Vision -Gray $19.00 Tint Standard Lens Tint Gray-80% $4.95 AR Anti-Reflection Coating Standard anti-reflective coating $4.95 Standard anti-reflective coating $4.95 Unit Price $33.85 $42.95 Quantity Qty: 1 Qty: 1 Sub-Total $33.85 $42.95

Desired Settlement: I just want the glasses I ordered. I am really sad that I needed to make a formal complaint but my last email message to Zenni went unanswered. I only want the goods that I ordered. If they can not replace the glasses a refund will work. Thank you for your time.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Dear Mr. ******, We sincerely apologize that your order was never received. Unfortunately, because your tracking number with USPS states it was successfully delivered on 08/16 we must have a 'letter of non-delivery' from them in order to remake your glasses. In our experience, we've found it's best to request this in person from the Post Master. Then, please fax it (XXX) XXX-XXXX to our office and we'll start the remake of your order immediately. Thank you, Zenni Optical

9/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: When I put the glasses on my vision was blurry, they made me dizzy and nauseous. I was so excited to order from Zenni, love the styles and the prices. However, when I got my progressive lens glasses and my sunglasses, the prescription did not fit at all. I couldn't wear them more than a few seconds, they made me nauseous, see double, and everything was blurry - far off or close up. I called customer service and had to pay to return the glasses to see if they were made according to the prescription. They wrote back to say they were remaking the glasses, but sent me an invoice that showed they only intended to remake one of the two pairs. I got them back and if they made a change to them at all it was imperceptible to me. I was trying them on and turned to speak to a co-worker, I nearly fell because just turning my head made me that dizzy. No, I'm not exaggerating. I contacted customer service again and said that I didn't see the point in paying shipping to have the glasses made a 3rd time, and asked for a refund. They wrote back: As for your case, we advise you to confirm the prescription with your eye doctor and make sure the prescription you used is correct. Thank you for selecting Zenni Optical for your vision needs. I've been wearing glasses for 54 years and I've never had a doctor get the prescription wrong. I will take them to the doctor this week, but at this point I am tired of the poor customer service and just want my $100 back.

Desired Settlement: I just want my money back. I'll return the glasses if they want. $91.65 not counting shipping x 2.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Dear Ms. ********, We sincerely apologize you experienced a problem with the glasses you received. Unfortunately, we must first have them returned for inspection before we can consider honoring a refund for the product. If you haven't done so already, please contact us to be given the necessary return information. (XXX) XXX-XXXX Thank you, Zenni Optical

9/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Zenni sent me the wrong order and neglected getting my order reissued when contacted. Their reps tried making the whole mistake my fault. I ordered a pair of glasses, Order #oXXXXXXXXX, from Zenni on 7/18. On 7/28, I received an e-mail stating that my order, Order# oXXXXXXXXX, had been shipped to me. On 7/31, I received a package in the mail, but it contained another customer's order (Order#oXXXXXXXXX. I immediately began an online chat with a Zenni representative, ******, in which I was told that they had made a mistake and had shipped my glasses to a different customer. When I requested that they provide me with a return shipping label for the incorrect order, ****** asked me if I would ship the wrong glasses back to Zenni, at my cost. It was their mistake and they wanted me to spend additional money to fix it. They did tell me that they would give me a whole $2.50 credit "if" they received the glasses; but what about compensation for my time, the cost of shipping materials, the gas to drive to the post office. $2.50 would hardly cover the added expense of fixing their mistake. Finally, I told the ****** that if they wanted the wrong order back, they would need to provide a shipping label. I then requested that they get my correct order to me as quickly as possible. I was told that they would ship my glasses as soon as they could. On 8/8, I called the Zenni 800 number and spoke to a representative. I told her that I was still waiting on my order. She first told me that my order had never been started. She then told me that the notes on my account showed that I had requested a re-make of my order with a different frame. She said that the re-make had never been started because they were confused about what needed to be done. The rep kept trying to tell me that reason they screwed up my order was that I had requested a different frame. That NEVER happened. She eventually said that they would re-make my original order and that it would be another 2-3 weeks before I would receive my order. When I asked whether they were going to offer any compensation as a way of fixing ALL of their mistakes, she said that she didn't have any power to offer anything, but that she would send her notes to her supervisor. When I asked if I could speak with a supervisor, she said that there were none available on the floor because they were busy hiring new people. The rep then told me that I could call back and talk to a supervisor at a later time, like I should be responsible, once again, for fixing their mistakes. All in all, this has been an extremely frustrating experience by not receiving the order I placed and by having to deal with such incompetent customer service people who have no power to correct anything. This company is definitely lacking in the customer SERVICE department. They are also lacking competency in shipping, following up with customer contact and correcting their mistakes.

Desired Settlement: I would like my order sent to me and then, additionally, I would like to be refunded the money that I paid for my order because it was not sent to me within their listed shipping time on their website and because it has cost me time and frustration in trying to get a simple pair of glasses. I would also like the company to put in place a return shipping system, so that they can pay for their own shipping mistakes. They should also be required to ALWAYS have a supervisor on hand to take over when their powerless, incompetent reps can do nothing to help a customer.

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Dear Ms. *****, We sincerely apologize that there was a mix-up with your order. I can assure you that as soon as your newly remade glasses are shipped, you'll hear from us via email with tracking information. Thank you, Zenni Optical

9/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Glasses made incorrectly to order I waited over 20 days to receive my order of glasses from penni optical purchased on 7/7/2014, they arrived on 7/28/2014. One of the pairs was made incorrectly (wrong lens height, which affects their use. The other 2 pairs are not the size as described on the website, causing one to be uncomfortable to wear, and the other does not fit at all. I contacted Zenni optical on their chat last evening (7/28/2014) and was advised to email in my prescription and my order would be fixed. I called in the next day 7/29/2014 and spoke with their support over the phone. My order would not be changed in any way, and only remade during which I would have to wait until they received back the glasses they shipped to me (5-8days) and then for them to ship glasses back to me (21 days). This leaves me without glasses for close to a month. I asked if there were any exceptions that could be made, I offered to buy the new glasses today, and have the other glasses refunded when they are received, but that was not possible.

Desired Settlement: I would like to return my order for a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/08/15) */ Dear Mr. ****, I can confirm that we've received your returned glasses to our office for store credit. You'll be emailed early next week when your store credit is available for use. Thank you! Zenni Optical

9/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Did not deliver the third pair of glasses on the buy 2 pair of glasses and receive a third free promotion. I ordered 2 pair of glasses through the Zenni Optical website on their buy 2 get a third pair free on order number XXXXXXXX​ and entered the promo code buy 2 get 1 free, but my order came with only 2 pairs. I have waited 6 weeks now and the third pair still has not shown up. I left a voice mail and they responded with a email that stated I needed to choose 3 and pay for 2. The instructions on their web site did not state that, not only that but when I tried to select 3 it would charge me for 3. I would like them to make good on their offer. Right now it looks like it was just a slick way to double their sales for a month.

Desired Settlement: I just want my third pair of glasses as promised in the promo.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Dear Mr. ********, As stated in our terms of use and policy: you must select three pairs of glasses, apply the promotional code and you're then given credit for the third pair. We apologize if you experienced confusion during our B2G1 promotion. In the future, please feel free to give us a call (XXX) XXX-XXXX and we'd be happy to clarify the terms of our future promotions. Thank you, Zenni Optical

8/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Zenni refuses to send me the products i paid for. They sent glasses with the wrong script I shipped em back I have yet to recieve the correct ones. I have ordered 3 times from Zenni optical. the second time they lost my order and had to resend it. I got it but it was 3 weeks late. They gave me a $45 credit.... Great. Then I ordered a third time Order #XXXXXXXXX for 133.79 minus the $45 credit. Total was 88.79. they sent the wrong perscription. I spent $10 sending them back. they gave me a $88 credit. which will not cover the cost of the glasses I ordered.

Desired Settlement: Just send me the glasses!

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ Dear Mr. *****, Unfortunately, the prescription you entered at the time of order was incorrect and as a result (per our Terms of Use) you were issued a partial store credit to reorder. We apologize, but no further exceptions can be made on your behalf. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not enter my prescription... it is SAVED as part of my account. It automatically fills in the info. I didnt seem to have any trouble the other times I ordered... This company has ripped me off. All I want are the glasses I ordered. Its appalling that they have continued to hide behind customer service reps that hang up on me. I have called 5 time trying to speak to a manager no one EVER calls back. CLEARLY they have made a decision to ignore the mistakes they make. If it was just a simple mistake why has it taken an act of congress to get them to respond? PLEASE DO NOT USE ZENNI FOR ANYTHING Cowards and scam artists... Final Business Response /* (4000, 9, 2014/08/12) */ Dear Mr. *****, We're very sorry that your prescription information was incorrect at the time you placed your order. In the future, please feel free to double-check your order and give us a call (XXX) XXX-XXXX within the first 24hrs should anything need to be changed. You've already been issued store credit to reorder with the correct prescription, which is now available for use. Thank you, Zenni Optical

8/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Recieved two pairs of bifocals, both times wrong script, will not give me refund. 5 weeks later I did not get the right script, and they will not give me my money back. Operators are rude and impossible. Would not give me a refund, or even give me proper postage back for return. There is hundreds of complaints, this has to stop.

Desired Settlement: I want my 60 bucks back. These eyeglasses are not acceptable.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ Dear Mr. ******, Please return your glasses for inspection and at that time one of our supervisors will review your request for a refund. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) No word from Zenni, there is hundreds of complaints, tHey gave me two pairs with the wrong prescription, I have not received my refund. They have the proper prescription, Zenni needs to be shut down. Final Business Response /* (4000, 9, 2014/08/12) */ Hello Mr. ******, We sincerely apologize for your negative experience ordering with us. We've issued a 100% refund of $54.85 back to your credit card. Thank you, Zenni Optical

8/28/2014 Problems with Product/Service
8/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My glasses broke within a week of owning them.When I called the phone number a recording said that I would be helped in the order the call was received.There was a short pause and then another recorded voice said goodbye and the call was ended.I called several times only to have this happen every time.I just want to get these glasses, that I bought, from them, repaired. Product_Or_Service: Prescription eyeglasses Order_Number: oXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Refund or a replacement left side.Either would suit me.Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Dear Ms. ******, We apologize that you were unable to reach a member of our customer service by phone. You may also contact us by live chat, email (*******@zennioptical.com) or any of our social media channels. Your glasses are still within our 30-day warranty, therefore, we can send you a replacement frame or remake the glasses if necessary. We're awaiting your response. Thank you, Zenni Optical

8/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Was sent four pairs of glasses, all filled out incorrectly, with the wrong prescription. I am requesting a full refund. I ordered four pairs of glasses from Zenni which were all filled out incorrectly,with the wrong prescription. I cannot see through them. I am returning them and requesting a full refund. I do not trust Zenni to deliver the correct product now. But I was told that I could only get 50% back, without being being reimbursed for shipping costs, or store credit. Zenni has lost my consumer confidence, both for sending the wrong product as well as unhelpful customer service. And their return policy for mishandled orders is terrible. When they botch an order, they should refund the customer the full amount, plus all postage paid, no questions asked. I can see that this complint has come up often with Zenni. I am one more unsatisfied, deeply frustrated customer.

Desired Settlement: I would like a full refund for all of the glasses and all of the shipping that I have paid.

Business Response: Initial Business Response /* (1000, 5, 2014/08/21) */ Dear Ms. ******, Once your glasses are received back to our office and the inspection of them has been completed we'll contact you by email regarding how you'd like to proceed. Thank you, Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2014/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will strive to resolve this with Zenni directly so at this point, I do not need to keep this complaint open. However, if I remain unsatisfied with their handling of this case, I will reopen the complaint. Thank you.

8/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ORDERED EYE GLASSES WITH PROGRESSIVE LENS AND WHEN I RECIVED THE GLASSES WASN'T DONE RIGHT TOO HIGH ON THE PROGRESSIVE LINE WITCH DIDN'T FIT With regards to your order oXXXXXXXX dated 2014-03-12 19:43:20 PM PDT Your Return Authorization Number is: RA#oXXXXXXXX-XXXXXX Insert a note with the RA# and a brief description of the problem so we know what to inspect. You can use USPS First Class Mail and it should take about 3-5 days to arrive in California. Mailing Address: Zenni Optical, Inc. ********************************* XXXXX Contact Us: (XXX) XXX-XXXX Fax: X-XXX-XXX-XXXX RE: Order# oXXXXXXXXXXXXXX 05/23/XXXX XX;30 We have received the glasses you have returned to us on order# oXXXXXXXX. After inspecting the glasses, we will be remaking the glasses and shipping them to you as quickly as possible. Please contact us at (XXX) XXX-XXXX, email to *******@zennioptical.com or use Live Chat on the website if you have any questions

Desired Settlement: 06.24.14 Re: Order # oXXXXXXXX Dear ****** ********, We have remade the same glasses #XXXXXX for you at no additional cost and the new order number is #oXXXXXXXX . By the way, we will rush the new order and you should expect to receive it soon. Thank you for selecting Zenni Optical for your vision needsBUT AFTER ALL I GOT IT BACK ON 7-4-14STILL THE LINE (THE SAME GLASSESS NOT REDONE ) THEY ARE LYING WITH THE REPLACMENT THE NEW RA # GIVEN TO SEND IT BACK TO THEM TO TRY IT AGAINTNX IN ADV MOISH XXX-XXX-XXXXXXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 7, 2014/07/18) */ Dear Mr. ********, When manufacturing our progressive lenses, we don't offer custom segment heights; we do a standard. Our recommendation is that you consider choosing a different frame (other than #XXXXXX), while keeping in mind the segment height you need. If you have any questions regarding this, please give our customer service a call (XXX) XXX-XXXX. Thank you, Zenni Optical

8/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased prescription glasses. Received product. Unable to see through them. Returned product. Have had no resolve. Zenni has product and money. I purchased eye glasses. Received glasses. They were incorrect. (Couldn't see through them) Before opting to return product I had them tested. When tested by my optometrist they are incorrect. Returned to company. Company states prescription is correct. Requested refund. They denied refund. I disputed declination of refund. They took a stand on their denial. I expressed that if a refund is denied that I need the glasses back. To date, I have not received the glasses or a refund. Zenni Optical has my money and the product.

Desired Settlement: Due to the poor customer service, the unacceptable length of time they have had the returned product with no sign of a refund and/or the product (March 2014 until present) we would like resolve in the manner of a full refund. It was never our purpose to order eye glasses and not be able to be used for its intended purpose. We would love the product however Zenni Optical has shown they cannot provide quality product or service. (Proof of quality - I provided original prescription with order to insure accuracy). I do not trust product, adding they have the returned product and my money with no communication is thus the reason for a full refund. Thank you for your time.

Business Response: Initial Business Response /* (1000, 5, 2014/06/06) */ Dear Ms. ********, The two inspections performed on your glasses confirmed they were manufactured correctly to the prescription you provided at the time the order was placed. As per the 'terms of use' on our website, we can offer to return the glasses to you, a 50% refund or 100% store credit. Please give us a call (XXX) XXX-XXXX with how you'd like to proceed. Thank you, ** Zenni Optical Consumer Response /* (-5, 10, 2014/07/04) */ Not sure what it means, "case closed. Assume resolved" means. There has been no resolve. Zenni optical has my money and the eyewear. Business Response /* (4000, 13, 2014/07/17) */ Dear Ms. ********, After two inspections of your glasses we've concluded that your glasses were manufactured correctly. As per our policy (as stated in our Terms of Use), we'd be happy to return the glasses to you, offer a 50% refund or 100% store credit. Please let us know how you'd like to proceed (XXX) XXX-XXXX. Thank you, Zenni Optical

7/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: LONG TIME CUSTOMER MANY ITEMS PURCHASED, WILL NOT GIVE A STORE CREDIT FOR DEFECTIVE GLASSES I RECEIVED IN THE MAIL. LONG TIME CUSTOMER AND HAVE REFERRED MANY TO THEM AND I HAVE PURCHASED MANY PAIRS FROM THIS COMPANY AND I RECEIVED A PAIR OF SUNGLASSES IN THE MAIL AND THEY CAME BROKEN, I CALLED TO RETURN AND THEY SAID ALL THEY CAN DO IS OFFER A 50% REFUND OR A NEW PAIR, I ADVISED THEM THESE WERE FLIMSY GLASSES AND CHEAP AND THAT COMMENTS ON THEIR WEBSITE STATED THE SAME WORDS FROM OTHER CUSTOMERS AND OTHERS WERE UNHAPPY WITH THESE AS WELL AND I DIDNT WANT ANOTHER PAIR, I SIMPLY WANTED A STORE CREDIT TO PURCHASE ANOTHER PAIR I ALREADY HAVE SINCE I KNEW THEY WERE GOOD I WANTED ANOTHER ONE, BOTH REPS ***** & **** TOLD ME NO THEY CANNOT GIVE ME A STORE CREDIT DUE TO ONE IN THE PAST AND CAN ONLY REFUND ME 11.97. I HAVE PAID 33.85 IN THE PAST AND THEY WANT TO GIVE ME A WHOLE 11.97. I AM VERY UPSET AND DISSAPOINTED. I HAVE BEEN TOLD BY THEM I CAN DISPUTE WITH MY BANK OR PAYPAL BUT THEY WOULDNT GIVE ME A FULL REFUND OR A FULL STORE CREDIT AND I WAS STUCK.

Desired Settlement: I WOULD LIKE TO RETURN THESE GLASSES (WHICH I HAVE ALREADY BEEN GIVEN AN RA# AND WILL RETURN OVER THE WEEKEND) AND I WOULD LIKE EITHER A REFUND OR A STORE CREDIT FOR THE FULL AMOUNT OF THE GLASSES I PAID FOR! I WOULD JUST LIKE TO ORDER ANOTHER PAIR OF SUNGLASSES AND BE DONE WITH IT. THIS COMPANY IS WILLING TO LOOSE A LONG TIME CUSTOMER AND REFERRAL OVER A PAIR OF GLASSES, THIS IS COMPLETELY UNEXCEPTABLE! I WOULD JUST LIKE A NEW PAIR OF GLASSES WITH A STORE CREDIT NOT THE SAME ONES DUE TO THE QUALITY AND OTHER CONSUMERS COMPLAINTS, ITS ONLY FAIR! THIS IS DEALING WITH ORDER # XXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2014/06/30) */ Dear Ms. ******, Your glasses are covered under a 30-day warranty. We'd be happy to send you a replacement frame to repair your broken glasses. Please give our customer service a call (XXX) XXX-XXXX so we can arrange this for you. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent them out so they should be receiving them shortly, i do not want another pair because they came broken and so did many other customers on their website for the same pair i read all their comments. i want a FULL refund or a FULL store credit or i will proceed with my bank reimbursement. Final Business Response /* (4000, 9, 2014/07/15) */ Dear Ms. ******, Your glasses are still under their 30-day warranty. If you received your glasses broken, please return them for inspection (with the existing ra# issued) and a replacement pair will be made and sent out to you immediately. If you have any further questions or concerns, please give our customer service a call (XXX) XXX-XXXX. Thank you, Zenni Optical

7/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Allergic reaction to eyeglasses & customer service representation laughed in my face. Refused info of owner of business. Order #: oXXXXXXXX Refused giving me a supervisor or owner of the company to file a complaint.

Desired Settlement: I would like to get back at lease 1/2 of my money. This was the 2nd pair I had returned.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Dear Ms. *****, We sincerely apologize for any allergic reaction you may have experienced with the frame material you chose for your order. Unfortunately, at the time you contacted our company regarding your glasses it was outside of our 30-day warranty/return policy, which can also be found on our website. For this reason, we're unable to authorize the return of your glasses. Thank you, Zenni Optical

7/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered high index lenses, 1.61 for my prescription and the lenses are extremely thick! the company claims that these are high index lenses, clearly they are not high index lenses and I feel that this company is selling an inferiour product or fraudently stating that they sell high index lenses when in fact they are not. my order # with zennioptical oXXXXXXXX. Instead of refunding my full amount, I only received a 50% refund.

Desired Settlement: full refund for the purchase price of the glasses (will accept a store credit) including my cost of incurred $15 of me returning the glasses to them

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Dear Ms. ******, As stated in our 'terms of use', unfortunately, orders placed solely with store credit can only be returned for a 50% refund. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) the quality of the lenses is inferior and they are not high index lenses. I am requesting a full store credit for the cost of my glasses. Final Business Response /* (4000, 9, 2014/06/25) */ Dear Ms. ******, Unfortunately, because your order was placed with 100% store credit (as a one-time use), we're only able to offer a 50% refund back to your credit card for your returned glasses. Your refund of $41.45 was issued on 06/12 with TR# 2SWXXXXXKDXXXXXXG. Thank you, Zenni Optical

6/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Wrong glasses delivered, will not facilitate return. This is the first time I've ordered glasses from Zenni Optical. I ordered two pairs of glasses. When I received the glasses, it was obvious they were not the specific prescription glasses I ordered. I did not take the glasses out of the clear factory packaging. I received an email from Zenni Optical the same day the glasses arrived stating I would be receiving glasses that were not what I ordered and in order to receive the glasses I did order, I would have to pay to send the wrong glasses back to Zenni Optical which at that point they would decide whether to send the glasses I ordered to me or not. If the glasses being returned to Zenni are lost or damaged in the mail, or Zenni Optical makes another product tracking/shipping/receiving error, I do not get my glasses. I asked them to send a prepaid postage label to return the wrong glasses, they refused. I don't know why I have to take responsibility for Zenni Optical's shipping mistakes and refusing to deliver a product I bought for. Any legitimate business would have notified the customer of the the mistake, sent the product as soon as possible with prepaid postage to return the wrong items and said "sorry for the inconvenience". Not Zenni Optical. The glasses I ordered are not going to be delivered and Zenni Optical is perfectly happy to make two customers suffer for their mistakes over the $5 cost of mailing eyeglasses. I have experienced Zenni Optical's well documented poor customer service and I don't even have a pair of their glasses! Too many questionable business practices right out of the box. I told Zenni Optical to cancel my order(if there actually is one), refund the amount I paid for the glasses I never received to my credit card, send a mailing label for the wrong glasses they sent and I would mail them back when the refund appeared on my credit card statement. I have not heard from Zenni Optical since then and plan to file a dispute with my credit card company.

Desired Settlement: Since Zenni Optical never delivered the products I ordered and paid for, I want the complete purchase price refunded. I offered to return the wrong glasses Zenni Optical sent me if they would send a prepaid mailing label or the $5 postage required. They refused this offer. Considering that Zenni Optical refuses to fulfill my purchase, I do not feel I am obligated to spend my money to rectify their mistakes.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Dear Mr. *******, You were issued a full-refund of $98.70 on 06/16/2014 with transaction #XXXXXXXXXXXX. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a number of emails and phone conversations, Zenni Optical refunded my money for glasses they did not deliver. This company has serious customer relations problems.

6/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Product is defective. Company inspection concludes that there is no defect with product and will not issue a full refund. Ordered glasses from company on 5/5/14 for $45.80 via credit card, order# oXXXXXXXX. Prescription provided was one that I have used with other glasses that cause me no problems. When product was received immediately caused nausea and headhaches while wearing. Returned order for inspection on 5/13/14. Company claimed that prescription was correct, but frames had a defect. Company issued a remake of the glasses on 5/23/14 at no cost. Remake, order# oXXXXXXXX, received on 6/6/14, caused same exact problems. Reported to company via phone on 6/6/14. Company representative instructed me to return order for inspection and stated that despite problems I may experience, company will only refund 50% of cost or provide 100% store credit, or if a defect is found will remake glasses. I requested full refund for product because it has an obvious defect given the problems it is causing me. However, representative stated I will not be refunded fully, despite these problems. The fact that the product causes me pain and nausea is evidence that there is a defect, yet the company claims they find no defect and refuse to refund for a defective product.

Desired Settlement: Full refund for cost of returned glasses and shipping $45.80.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Dear Ms. *****, You were issued a 100% refund (not including shipping) of $40.85 back to your method of payment on 06/12/2014 with transaction #XXXXXXXXXXXX. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company issued full refund, less shipping cost. Company did not follow through with request to be contacted by a supervisor, prior to my submission of a complaint with BBB. Lack of company follow through to resolve issue led to opening of case with BBB.

6/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I got not credit back. Glasses doesn't fit me, I sent the company on May 2, they received on may 5th and still got not credit back.

Desired Settlement: People than you talk just gave the name, not number than prove to file your complaint, it is so frustrated for me. And also they said they may just can do the 50% instead of my 100%...they are so ridiculous, I could not use my glasses I expect to get the 100%, not less than that.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Dear Ms. ****, On 05/15/2014 you were issued a 100% refund of $91.90 back to your credit card(TR#XXXXXXXXXXXX)for order #oXXXXXXXX. Thank you, ** Zenni Optical

6/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Received the glasses on the 21 of March. Five weeks later they fell apart despite being only worn while driving. Customer service response? Sorry Bought glasses valued at $65. Said the fell apart due to poor workman ship after 5 weeks of very light use. Response from the company? Sorry the warranty period is 30 days. That's the shortest warranty I've ever heard of. Resolution? Buy a second set of the same frame. I'd rather them simply refund the glasses given they should NOT break in that period of time. FYI it was both arms of the glasses.

Desired Settlement: Fix them please or at least send a replacement set.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ Dear Mr. ******, We apologize that your glasses have broken. As stated on our website and in our 'terms of use' we have a 30-day warranty/return policy. Unfortunately, your glasses are outside of warranty, however, you're welcome to order a 'frame only' for half cost and swap your lenses into the replacement frame. We also have a video tutorial on our website to assist you. Thank you, ** Zenni Optical

6/2/2014 Guarantee/Warranty Issues
5/28/2014 Problems with Product/Service
5/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They registered the order incorrectly and refused to correct it. When I tried to cancel the order they refused and charged for the full order. Placed an order for glasses on January 16, 2014. They gave me the wrong color and charged $5.95 for a MegClip that was supposed to be free. I sent an email asking them to correct these issues and received no reply. Then I tried to reach them by phone. After seven phone calls, two hours and many disconnections, I finally reached a customer service representative who told me I could no change the order. When I asked her to cancel the order, she told me they would still charge me the shipping charge and would only provide store credit. When I refused that, she said they would restore only half the charges. They then charged for the entire order, plus shipping: $51.85. We have asked our bank to refuse this charge and the matter is still pending. ADDITIONAL DETAILS: Case is being handled by another organization: Lakeland Bank

Desired Settlement: Cancel the charge of $51.85 on my MasterCard.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ Dear Mr. ****, At the time your order was placed you had the choice of two options; to have your order immediately processed or placed on a 24-hr hold. You selected 'immediate' processing and as a result your glasses went immediately into production and no changes could be made to your order. Please give us a call (XXX) XXX-XXXX if you'd like a 50% refund or 100% store credit as your glasses were 'returned to sender' via USPS. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (3000, 10, 2014/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not remember clicking "Immediate" on the order. Zenni got the order wrong. I emailed and called as soon as I got the order confirmation and noticed the mistake. There was no response to my email and I was disconnected sevearl times before I reached a customer service rep. Zenni refused to change the order and refused to cancel the order, giving me the options to: - accept an incorrect order - accept a store credit, or - accept a 50% refund All options are unacceptable. - no customer should accept an incorrect order - given Zenni's performance, I would not do business with them again, so a store refund is worthless - I received nothing (except aggravation) from Zenni, so only a 100% refund would be acceptable My credit card compny agrees with this and has refunded the Zenni charge. But I still want to stay on record as a thoroughly unsatisfied Zenni customer. Final Business Response /* (4000, 12, 2014/05/09) */ Dear Mr. ****, We sincerely apologize for your dissatisfaction with our company. As per our return policy, you have the option of having the glasses returned to you, a 50% refund or 100% store credit. Please let us know how you'd like to proceed at your earliest convenience. (XXX) XXX-XXXX Thank you, ** Zenni Optical

5/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased glasses and the wrong prescription was sent to me. I purchased glasses from this company and the wrong prescription was sent to me. I had to send them back to in turn get another pair of glasses. They asked me to send a copy of my prescription from my eye doctor, and my pupil location which I got from local eyeglass store. They stated that they sent the wrong prescription by accident and that they were already having the next pair made. I cannot see out of the second pair of glasses either. They appear to be the wrong prescription also. This will be the second time I am sending the glasses back at a cost of $9.00 out of my pocket for shipping. They do not reimburse return shipping costs either.

Desired Settlement: I would like the total cost of the glasses returned to me along with the $18.00 it cost me to ship the glasses back to them twice.

Business Response: Initial Business Response /* (1000, 5, 2014/05/06) */ Dear Mr. *****, We've received your returned glasses to our office for inspection. Once the inspection of your glasses has been completed you'll receive the results by email. If you have any further questions or concerns please give us a call (XXX) XXX-XXXX. Thank you, ** Zenni Optical

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Supervisor/ Manager promised inspection within a time frame and was not completed. I ordered a pair of glasses from this company. sent them back 1. the prescription was incorrect- I had it tested by lens crafters 2. I wanted them to be changed to straight prescription sunglasses. Was informed since I wanted to change them into sunglasses that the easiest way to do the return was to do their 30 day return for 100% refund. I was not told that this did not include the money I paid for Express shipping. then when I spoke to someone when they still had not given me a store credit and had received my glasses a few days prior to that and still not processed anything, that I was not going to get the refund for the shipping because I did not choose to have them inspected for the incorrect prescription. and then was then told that inspection was going to take at least a couple of weeks. this is also something they do not mention at the time you ask to return order. I spoke to manager adn customer service rep and I was promised by both that they would have the inspection done the next day -which was today and I asked for a call back and I was told that I would get an emall. However, it has been 24 hours and I have received no response from them nor a store credit or email stating what happened with the inspection. called another rep tonight that told me the notes only said do the inspection as soon as possible did not mention the 24 hour turn around that I was promised. at this point I either want a full refund for both the glasses and shipping and take my business elsewhere OR a full store credit shipping and all ASAP. If I do not hear from them by tomorrow or by the time this complaint is processed, I would LIKE A FULL REFUND INCLUDING SHIPPING BACK ON MY CREDIT CARD.

Desired Settlement: I HAVE DESCRIBED ABOVE. 1. full store credit including shipping 2. or full refund including shipping back on my card if this is not processed by tomorrow morning 4/18. It was promised to be done by today.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ Dear Ms. *****, As per the 'terms of use' on our website: Zenni Optical customers have 30 days from the date of delivery to return an item. If a customer is not satisfied with a product, the product may be returned for a 50% refund (excluding shipping) issued back to the credit card used on the order, or a customer may choose a one-time 100% store credit refund (excluding shipping) to be used at ZenniOptical.com. SHIPPING CHARGES WILL NOT BE REFUNDED. Glasses returned for a manufacturing defect within the 30 day warranty period will be replaced at no charge. Pay for the shipping fees back to Zenni Optical. If the glasses are found to have a manufacturing defect, Zenni Optical will refund $2.50 back to the credit card used on the order. Your glasses were remade 04/21 with order number: oXXXXXXXX, which according to your tracking information is out for delivery today 04/25 via UPS. Thank you, ** Zenni Optical

5/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: This company's policy is fraudulent. They will not refund you for their inadequate product. I've ordered 1 pair of glasses from Zennioptical.com and when I received them they were awesome. I recommended them to all of the people I knew who wore glasses. That was about 4 years ago. Because I was so in love with the pair of glasses I ordered previously, I decided to order the exact same pair, including frame, lens, coating, and the exact same prescription as last time. But, I received a significantly thicker pair of glasses. I called and complained that they didn't give me the same pair I ordered as last time so they told me to mail in my old pair along with my new pair. I did and after several weeks without any glasses they told me that they've inspected them and concluded that the glasses were only slightly thicker than the last pair and there was nothing else they could do about it. I told them to simply return my old pair and give me a refund. Not only did they not return my old pair but they only only refunded me half of my purchase price. The went on to cite their policy of giving 100% credit or 50% purchase price. I would have taken the credit if they could make the same product that they did when I ordered a few years ago but since they couldn't make anything for me as they did previously, I wanted a refund. Not a half refund but a full refund. At the end of it all, I gave them money and received no product and they lost or kept my old pair of glasses, completely screwing me out of money and glasses. Their customer service agents were liars claiming that there were no supervisors and claiming that I didn't protest their policy. The keep telling me to call back the next day for a supervisor every time I call in. This company is a ripoff!

Desired Settlement: I would simply like to receive a full refund because the can't make the same product they made for me in a previous purchase from them.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Dear Mr. ******, We sincerely apologize that you were unhappy with the glasses you received. Unfortunately, the inspection of your glasses confirmed they were manufactured correctly and as stated in our 'terms of use' our return policy is a 50% refund or 100% store credit; we don't offer full refunds. Thank you, ** Zenni Optical

5/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Called to get help with defective product and received absolutely no help from the company with my issue. I spent almost $300 purchasing two pairs of glasses from them on Jan 29 of this year. It took them a month and a half to even come in and now one of those two pairs of glasses broke the week before last. When I called today and was informed that there was nothing they could do to help me. I asked to speak to his supervisor and he told me that he did not have one. In complete frustration I asked for their complaint line he simply said, "This is our complaint line." I was not given the option to send them in for repairs. When I expressed my anger over the situation he acted as though he could care less. I expressed this the operator i spoke with, explaining that I was not upset with him but the company and would never shop with them again and he actually said, "Oh well." I can provide an order number for purchase if needed but am honestly not expecting much to happen. I know that inactivity solves nothing however and I am simply hoping to save someone else the frustration and anger I feel right now with this company.

Desired Settlement: None.

Business Response: Initial Business Response /* (1000, 5, 2014/04/21) */ Dear Mr. *******, We sincerely apologize that your glasses have broken. Unfortunately, as stated on our website we have a 30-day warranty/return policy and your glasses no longer qualify. You do have the option of ordering a replacement frame online for an automatic 50% discount and we currently show that your #XXXXXX is available. Thank you, ** Zenni Optical

5/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Changing return policy: Other complaints show current return policy was since 2012. However, was told absolutely no returns in 2013. **** cust-service After ordering a pair of glasses in 2013 from Zenni Optical, I received glasses that had such a small bridge they were not even wearable; they sat so high on my nose that the bottom of the frame was at the middle of my eye. Unfortunately, I couldn't adjust them because they had a plastic/acetate frame. This was despite my using their glasses-fitment program (online) that showed my uploaded face with my selected glasses (in addition to about 5 stock models faces). I didn't think there was anything they would do, but called customer service a week after receiving them and was told that there were no returns or anything they could do. Ok. Fast forward to March 7, 2014. I called Zenni to ask them about my buying another pair of glasses. I wanted know if they had some kind of procedure for people who wanted to try them on before buying the prescription lenses to order the FRAMES-ONLY first, before sending them back for lenses, and how long this procedure would take. The Customer Service Rep. told me that she "didn't recommend (my doing that) at all, because I would have to pay for shipping 3 times!...I should just order what I like because if they don't fit, they will happily give you a 50% refund or full credit towards another pair with them of course I know that because it's on their web site." I told her that the entire reason I was inquiring this second order was because their last pair didn't even fit on my nose. I asked her if I could get some kind of promotion or discount on my next order (10%, anything). She said that she had no record of my calling in 2013, except to check the order status. (Therefore, I didn't call = because they had no record). This annoyed me, so I have since looked up my cell phone records, and I actually do have proof of making two calls, week 2 and then week 3 after my original order. *** Furthermore, the Representative said that "their return policy changes often and after confirming with her supervisor, there was nothing they 'could' do for me. And we have NO promotions right now." "Really," I said, "none at all?" "No, we don't," she said. I asked, "Well why does your web site state there is a 50%-off promotion on anti-reflective lens options through the end of March 2014? **** replied, "I am aware of that promotion, but that's not on frames."

Desired Settlement: Discount on second order.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Dear Mr. ********, As stated in our 'terms of use' as agreed upon when you placed your order; we have a 30-day return policy. At this time we don't offer discounts on future orders unless otherwise indicated as a promotional code, which can be found on the homepage of our website. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) In 2013, I received glasses that had such a small bridge they were not even wearable. They sat so high on my nose that the bottom of the frame was at the middle of my eye, and the frame was unadjustable. I called customer service on 3/11/13 at 4:20pm, a week after receiving them, and was told that there were no returns or anything they could do regarding the glasses. They did not honor their one month warranty. (This call was in addition to the call placed on 3/7/13 at 10:02am. I have the phone records to substantiate both calls.) Final Business Response /* (4000, 10, 2014/04/07) */ Dear Mr. ********, Per your original complaint, your glasses order #XXXXXXXXX placed on 02/25/2014 are outside of warranty, and unfortunately no accommodations or exceptions can be made on your behalf. Please note that our return policy is subject to change as stated in our 'terms of use'. NO NOTICE OF CHANGES TO POLICY. From time to time and at its sole discretion, Zenni Optical will post a notice on the Site any time these Terms of Use have been changed or otherwise updated. It is your responsibility to review these Terms of Use periodically, and if at any time you find these Terms of Use unacceptable, you must immediately leave the Site and cease all use of the Service and the Site. Thank you, Zenni Optical Final Consumer Response /* (4200, 12, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint is regarding Zenni Optical not honoring their warranty effective in February 2013: At the time of my order on 2/25/2014, there was a return policy. When I called customer service to send them back on 3/11/13 at 4:20pm, a week after receiving them, I was told that there were no returns and nothing would be done regarding the glasses. I asked to speak to a supervisor, and attendant checked with her supervisor and reitered what she had told me 2 minutes before. The phone call lasted for 5 minutes and I have the phone records to prove this. I am stating this because Zenni Customer Service claims now claims that they have no record of this call. As a company, Zenni did not honor their policy in place at the time, even though it apparently changes often.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Did not receive product that I ordered, yet the USPS tracking states it was delivered.Called customer service and they want me to investigate. Ordered 04/06/14; contacted vendor 4/21/14 and was told to investigate it myself; my order #oXXXXXXXX. Spoke with **** (phone rep) and did live chat online both with same response. Payment amount $39.85. Discover card was used to pay for it.

Desired Settlement: I would like a replacement pair sent out ASAP.

Business Response: Initial Business Response /* (1000, 5, 2014/04/28) */ Dear Ms. ******, Your glasses were remade as a courtesy. Your new order number is: oXXXXXXXX Our records show that your remade glasses will ship out to you sometime this week. Thank you, AM ***** *******

5/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered 2 pairs of glasses, received glasses wrong prescription. Sent back, received store credit for only one pair. 2/28/14 ordered 2 pairs of glasses, order number oXXXXXXXX. Paid 38.00 plus 18.95 for express delivery, total of 56.95. Received glasses 3/5/2014 wrong prescription. Contacted **** in customer service who advised by phone and an email stating that Zenni would refund to store credit for the 2 pairs that was wrong and express delivery,and refund me for shipping back to the company. Shipped glasses back to company and only received 38.00 store credit. Contacted customer service again, who advise by email that they would not reimburse for shipping. Had to go online, reorder only 1 pair of glasses, and express shipping depleting all but .05.

Desired Settlement: Requesting 1 pair of glasses with correct prescription. Originally paid 56.95 for 2 pair of glasses, received store credit only enough to receive 1 pair by express delivery. Im not asking for money, just want what I ordered, 2 pairs of glasses with my sons correct prescription without paying any further money.

Business Response: Initial Business Response /* (1000, 5, 2014/04/07) */ Dear Mr. ******, We apologize that there was some confusion while placing your order. As stated in our 'terms of use' we don't reimburse for the original shipping cost on the order(as the order was placed with the incorrect prescription), however, we did make an exception to issue $5.00 in store credit for the return of your glasses; i.e. return shipping costs. Thank you, Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) When placing the order, I checked the block for my sons saved prescription from previous orders. There would be no other reason for me to believe that the prescription was incorrect. I placed the order for 2 pairs of glasses with rush delivery. I see that nothing that I say will warrant the 2nd pair of glasses that I ordered since the business will keep using the "terms of service" clause to cover themselves. All I wanted was my 2nd pair of glasses that I ordered. Why would I want your 5.00 in store credit when I will not be using your business for any further purchases? Final Business Response /* (4000, 9, 2014/04/17) */ Dear Mr. ******, On 03/19/2014 you requested that $5.00 be added to your Zenni account to place a new order. This was honored upon your request as an exception to our policy. Thank you, ** Zenni Optical

4/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Poor product quality, fail to verify RX, and expense of customers health and safety. Ordered first pair of glasses in October 2013. Wore them just over month when they just snapped on my face. Like the frame gave way. They said I could order new frames, but I chose to get new glasses. 2nd pair arrived, wrong RX..Zenni does not look at RX to make sure customer is ordering correct lenses. They allowed me to get store credit, but I paid shipping both ways AGAIN!! Just received 3rd pair the end of last week. All seemed well but as the first time they just gave way on my face. They will send me new frames, no lenses and I can fix them myself, or I can get 50% credit. If they were out of frames I would have lost all of my money. If these frames give way I am out of luck. They only give you in store credit one time. ORDER HISTORY 1 . #********* ORDER DATE January 30, 2014 STATUS: COMPLETE Ship to ****** ******* Total$4.95 #****** 2 . #o11868386 ORDER DATE January 7, 2014 STATUS: COMPLETE Ship to ****** ******* Total$48.80 #****** 3. #331573251 ORDER DATE October 23, 2013 STATUS: COMPLETE Ship to ****** ******* Total$36.85 #233921

Desired Settlement: I want at very minimum my order #********* to refunded. The product is poor quality. I should not be penalized for this. I referred several people to Zenni after getting my first pair, now I regret that.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Dear Ms. *******, The replacement frame for your respective order was sent from our lab on 02/19 and should be to you shortly. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I realize we settled on a replacement frame, I was given that or nothing response. However even the the customer service said the frame you said would work with my RX is probably to big for my frames (which is why 2 frames broke for NO REASON while on my face), and although not said, I am sure means they will break again. Your response addresses none of my concerns. I have spent almost $100 and have NO glasses. Yes I put the wrong RX on one set, but as you had original RX on file, and I mistakenly thought it was against the law to give someone a RX without checking the doctors actually RX to verify before giving someone medical equipment that can damage their vision long term, so I guess yes I made a mistake. Without my bifocals, and with my lack of experience I left a minus in the tiny box instead of changing it to a plus, so I take the blame. Of course I would have never needed them had my first frames not snapped right on my face. Scaring me and my child. Also I would told these replacement frames were out of stock, and so if they break I am out of luck. It is my problem according to you, you have done all you can. I asked to speak to a supervisor when I last contacted you, but was not allowed to speak with one. I am NOT SATISFIED!!! I just want glasses I can wear that won't break, like ones I have bought else where. Since October I have had 3 pairs, and only had glasses on my face for 45 out of 120 days. NOT happy!!! I even sent 4 people your way who have purchased, as I was so excited when I got my first pair. I hope they got better product and service. I am NOT satisfied, Final Business Response /* (4000, 9, 2014/03/07) */ Dear Ms. *******, It's our understanding you were issued return authorization to send back your glasses for inspection. If the lenses are in fact cut too large for the frame, we'd be happy to remake your glasses at that time. Please let us know if you have any further questions or concerns, (800) 211-2105. Thank you, ** Zenni Optical Final Consumer Response /* (4200, 11, 2014/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have to ship them back at my own expense again. They broke in the first place as a result of poor quality. I am tired of spending money. I also have to trust that once I ship them back at my expense you will be honest about your mistake. I can get a good camera and take pictures of the frames with the sample lenses you gave me over lapped with the dummy pair that cam in the replacement lenses. Also I was told if you found no fault in the glasses, I am just out of luck. You keep the ones I sent for inspection and I get NOTHING for the almost $100 I have spent. I am sorry, but I am don't feel I should spend anymore money paying for your mistakes. If you are willing to pay for return shipping and guarantee and honest inspection (they should have been inspected the first time) I will try to give you one more chance. After that I am going to take pictures whether you want them or not, and post them along with my story and correspondence in every possible place that I can; fb, instagram, google+, twitter, chat groups, and wherever else I can find. I will write and submit articles titled "Are online optical store really a good deal", and focus on the cons. I will submit this article for free use to any blog, or media source that wishes to use it. I will ask my husband to pass it on to his friends at the television station where he directs. I am going to go to my friends I recommended to you and tell them and show them what I have. Even if they like what they got it may cast enough doubt to think twice before their next purchase. Maybe this will have very little impact on you, as I am a nobody really. Maybe you purposely make money by ripping people off, and you don't care if you loose my business, or the business of those I sent your way, it seems many businesses are now modeled to treat the customer this way. If this is the case I guess it was a very expensive lesson on my part. A good day and a half's work. My husband told me I was foolish to buy glasses online anyway. I guess I am also a little miffed you proved him right, and me wrong. If you want to help make this right, I am willing to work with you. Otherwise I am going to do as I promised and start a one man campaign to make others aware of my plight. :/ If it sounds to good to be true, it probably is.... I have heard it a million times, now a million and one.

4/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Defective glasses with the lens out of the frame and incorrect prescription. Order number: #******** January 2014 & March 3 2014 Sales Rep online (chat) - **** Payment - Visa Credit Card $99.23 Glasses received with lens separate from frame. was supposed to receive complete/manufactured pair. Had them replaced, they sent me another defective pair. Other set that was ordered had incorrect prescription but they said it wasn't. I had it checked and then they swore it was right. Then they said I could only get a half refund for one pair and a replacement pair for the other set (which arrived later, also defective).

Desired Settlement: I want all of my money refunded. This was a horrible experience and I feel cheated and used.

Business Response: Initial Business Response /* (1000, 5, 2014/03/17) */ Dear Ms. ****, We apologize that you've had a negative experience with our products and services. You were refunded 50% (in the amount of $23.63; including return shipping for the defective pair) for the glasses that were found to be manufactured correctly per our return policy. If you believe your reordered pair is also defective you may call (***) ******** with your order number to return them for again for inspection or a 100% store credit to pick a different frame that may suit you better. Please call by 03/18/2014 as your glasses have a 30-day warranty. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already contacted customer service in regards to the defective pair and they said they would not help me that I should watch YouTube videos and try to pop the lens back in the frame. (This was seriously what I was told by a Zenni Optical representative multiple times when explaining the issue, reminding them of their policy, and explaining the defect). In addition, this is the second time they sent me this pair (second pair was a replacement for the faulty first pair) and the lens falls out of the frame each time. I don't think their response with their return policy is acceptable given that I recited this to their people who denied help to me. I have a pair of defective, piecemeal glasses. I want my money back. Final Business Response /* (4000, 9, 2014/04/07) */ Dear Ms. ****, As of today 04/07/2014 we have yet to receive your glasses returned to us for inspection and we regret to inform you that at this time your glasses are now outside of our 30-warranty. Please let us know if you have any further questions or concerns. (***) ******** Thank you, Zenni Optical Final Consumer Response /* (4200, 11, 2014/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) After contacting the company directly, I was told not to send the glasses back and to take them to an optical store myself. Zenni requires an RM number to send the glasses back, which I never received. It would be impossible for them to track any pair of glasses I send back without that information according to their policy. Now they want to say that it is beyond the warranty. I'm tired of their games. They have not made any attempt to address the issue through this BBB complaint whatsoever.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I returned a defective pair of glasses for a promised full refund. Zenni refuses to refund shipping even though the defect was their fault. I have used Zenni for years, and used to rate them highly, but my recent experience with them means I will never order from them again. I ordered a pair of glasses in January. When they arrived, there was a chip in the lens. So I returned the glasses for a "full refund". In my experience, when a company's quality control fails to the point that they deliver defective merchandise, I have never heard of one that did not refund shipping costs. However, Zenni basically called me a liar and claimed there was no crack, so they refused to refund the shipping. Defective manufacturing is a fact of life. But a failure in quality control needs to be addressed happens. But to have a company call a (previously) loyal customer a liar is simply unconscionable. Never again will I order from Zenni, and I urge others to follow my lead.

Desired Settlement: As the defect was in their manufacturing and quality control, I have requested that they give me a full refund INCLUDING shipping costs. They refuse to refund shipping costs.

Business Response: Initial Business Response /* (1000, 5, 2014/03/18) */ Dear Mr. *****, On 03/06/2014 you were refunded your shipping costs to the amount of $7.45 with TR# ************. Thank you, AM Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot accept this because, according to BBB, that would indicate "complete satisfaction", and I am only partially satisfied. The text of the last email I got from Zenni starts with "We have made an exception for you". This basically does not change the root problem, which is that Zenni does not take responsibility for their own defective merchandise. This should not be an exception, it should be the rule. Final Business Response /* (4000, 9, 2014/04/07) */ Dear Mr. *****, You were issued a refund of $59.35 on 03/06/2014 as requested; which included both your original shipping of $4.95 and $2.50 in return shipping costs. If you have any further questions please see our 'terms of use' on our website. Thank you, Zenni Optical Final Consumer Response /* (4200, 11, 2014/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) My comment of 19 October stands. They are still not taking responsibility for their defective merchandise.

4/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: eye glasses were improperly assembled and lens is cracked. glasses were improperly assembled and cracked.

Desired Settlement: replacement

Business Response: Initial Business Response /* (1000, 5, 2014/03/31) */ Dear Mr. ******, We sincerely apologize that your glasses have broken. As previously stated and agreed upon in the 'terms of use' when placing your order, we have a 30-day warranty/return policy. If there were any exceptions that could be made on your behalf we'd be happy to, but unfortunately this is our policy. Thank you, Zenni Optical

4/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I returned glasses for store credit and still have not received the replacements. I am an extremely unhappy customer. I ordered three pairs of glasses. Two of the three were too small. I payed to have them shipped back for store credit. I selected replacements. It took weeks for them to process the fact that they received my return when my records indicated they had already received it. I was then told to be patient and that I would be informed in a few days about my store credit. I waited a week and emailed. The response was that I had been given store credit the month prior. Why wasn't I notified? So I immediately got online and ordered my replacements. It's been almost a week and the order is still processing. This is ridiculous! I have never dealt with a more disorganized and painfully lengthy return! We're talking almost a 3 month process at this point. I will never be ordering from Zenni Optical again.

Desired Settlement: I want my money back. At this point I should get the replacement order and a refund. This is totally ridiculous. Seriously.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ Dear Mr. ********, We apologize you felt the return process of your glasses took a long time. The processing of returns is done in the order they're received; your 100% store credit was issued 02/27/14 for the two pairs of returned glasses as requested. We also notified you to the email provided in your account (**************@yahoo.com) at that time. If this is no longer the best way to contact you, please update your account information. It's also our understanding you used your 100% store credit and have received your new order already. Please let us know if you have any further questions or concerns (XXX) XXX-XXXX. Thank you, ** Zenni Optical

3/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered prescription glasses, but have not received them and they are not lost. Zenni won't replace. I ordered prescription eye glasses from Zenni Optical. The cost was $128.95. I paid $20 for express shipping. Since I had logged into the site, it auto-filled my saved address. When the glasses didn't arrive in a sufficient time, I contacted USPS to find out why. They said that the package was mislabeled to ******** and likely would never be found. I then contacted Zenni and asked if they could send me a replacement pair of glasses. They said only if I did a reorder (paying the same amount up front), they would give me a 50% refund. What? I have to pay again and only get half the previous amount refunded? Shouldn't they be getting a full refund from the post office since they made the mistake and send me a new pair free of charge? That's what most businesses would do! It's the sender's responsibility to collect a refund from the postal service, not the recipient's! There's no way I will order from this company again!

Desired Settlement: I talked to their customer service and they are telling me they will only issue a 50% refund after I place a reorder.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Dear Ms. *****, It's our understanding you received your order per a message we received on our Facebook. We apologize that there was a problem with the provided shipping address, but we're happy to hear it's been resolved. Thank you, ** Zenni Optical

3/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I mailed my eyeglasses back to Zenni and they were delivered according to USPS. However they have failed to refund (credit) my account. I purchased eyeglasses for 53.90 early Februrary. Order number: oXXXXXXXX and purchase date: February 3, 2014 Item number: #XXXXXX. Eventually I received them in the mail they did not fit, so I asked if I could return them for a credit to my account. They said I could so I mailed them back using USPS priority mail with tracking number XXXXXXXXXXXXXXXXXXXXXX. It was delivered on Friday 2/21/14. I contacted the company and they claim they "have not received them."

Desired Settlement: A refund for my glasses or a credit to my account

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Dear Mr. *****, We can confirm that you were refunded $48.95 for your glasses on 03/04/2014 with transaction number: XXXXXXXXXXXX. Thank you, ** Zenni Optical

3/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Eyeglass frames originally shipped unable to retain lenses. Repair to retain lenses resulted in eyeglass frame breaking in half six months later. Approximately six months ago, I bought two pair of prescription eyeglasses from Zenni Optical. When these arrived, the lenses of one of these pairs kept falling out. Tightening the screws on the frames did not help. After a week or so of this, I contacted Zenni and sent the eyeglasses back for repair. The eyeglasses were returned to me and the lenses no longer fell out. However, the frames themselves broke in half approximately six months after I had originally received my order. The break occurred in the bridge piece, which fits over the nose and joins the two halves of the eyeglasses together. The glasses which broke in this manner were titanium frames, which I ordered because I valued the additional strength that clearly was absent in this article. When I contacted Zenni about my broken frames, the first response from the customer service representative was to tell me Zenni's products were only warranted to last 30 days. A check of Zenni's website shows no indication at all of what the warranty period actually is. There is a return policy clearly stating that any returns should be made within 30 days of receipt. However, I don't see how any return policy qualifies as a description of a warranty. If I had been told upfront that the warranty was only 30 days I would never have purchased anything from Zenni as I could easily have concluded that this company had no more faith in its products than it had respect for its customers. When I advised the customer service representative of the repair history of the eyeglasses in question, she issued a return authorization number and I sent my broken glasses back yet again. Some weeks after that, I received (earlier this week) an email advising me yet again that these glasses broke outside of the "Warranty Period" and that therefore Zenni had no obligation to take any action at all. The question asked was whether I wanted them to send my broken glasses back to me or to just discard them! I find it hard to believe that any legitimate business (worthy of any association with BBB) would treat a customer this way. Furthermore, the Zenni website states that customers with broken frames may purchase new frames for one half the original cost. This offer was never made to me. What then was the point of issuing the return authorization, if the only response was the same fradulent dismissal on the basis of a "warranty period" never described in their advertising? I have eyeglass frames that are over two decades old. I still use them as sunglasses. These are not titanium but just ordinary steel. I therefore find the claim that high strength titanium frames can only be relied upon for 30 days to be ludicrous.

Desired Settlement: I paid money to Zenni for a product I was led to believe would be fit for the purpose for which it was intended. That purpose was to hold prescription lenses on my face so as to correct for my less than perfect vision. From Day 1, these glasses have demonstrated that they were not fit for that purpose. At first they proved unable to hold the prescription lenses. Later on, they broke - and thereby proved unable to hold themselves and those lenses on my face. I want what I paid for or I want my money back on a product that was fraudulently misrepresented. Since Zenni apparently insists on conflating a return policy with a warranty, it only tells me that they have no faith whatsoever in the product they sell. The very act of selling a product in which the seller has no faith strikes me as the very definition of misrepresentation and fraud. It is this consideration that suggests to me that the best resolution of this matter would simply be a refund of all costs, taxes and back-shipments, including the latest return apparently made in bad faith by Zenni.

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ Dear Mr. ***********, As stated in our Terms and Conditions agreed upon at the time of placing your order, "glasses returned for a manufacturing defect within the 30 day warranty period will be replaced at no charge". We were happy to remake your glasses at that time because they were within warranty and it's unfortunate your glasses broke again. We've made an exception to have the glasses sent back for repair several months outside of warranty and are awaiting the replacement parts as needed. After the repair is completed, we'll ship your glasses back to you, however, no further exceptions will be made for this pair in the future. If you're unhappy with the quality of the frame, you're welcome to consider another of the 3,500+ frames we carry. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reviewed Zenni Optical's terms of service (http://www.zennioptical.com/terms-of-use). As I have already mentioned in my original complaint, the verbiage presented here inappropriately conflates a "return policy" (Item 8) with a "warranty." To make matters worse, another portion of these "terms of service" (Item 11) contains this statement: " TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL ZENNI OPTCAL BE LIABLE FOR D**AGES OF ANY KIND . . . ARISING OUT OF OR IN CONNECTION WITH . . . MATERIALS OR SERVICES PROVIDED TO YOU BY ZENNI OPTICAL." I know of no law, Federal or State that permits, let alone, encourages any vendor to defraud its customers in this manner. Therefore, this statement is unenforceable. Yet, it is apparently this statement that Zenni Optical uses to conflate a return period with a warranty so as to tell the customer that he/she is out of luck and has no recourse regarding defective products. When I had originally ordered eyeglasses through the Zenni Optical website, I was given to understand that these were to be new materials of at least standard quality. Apparently, Zenni Optical thinks otherwise. Terms of Service; Item 8; Subsection D: " . . . If the glasses are found to have a manufacturing defect, Zenni Optical will refund $2.50 back to the credit card used on the order." So, this section presents a clear estimate of what Zenni Optical apparently thinks their wares are worth. It is enough to make one wonder if all the eyeglasses offered by Zenni Optical are known to be defective because they are lots remaindered from legitimate manufacturers who get rid of production runs they know to be defective. Such a strategy would at least explain why the conflated "return policy" and "warranty" are so bizarre and out of synch with their competitors. Since the pricing is some twenty seven times the stated replacement value (and presumably the true value) the profit margin within this operation must be considerable. Zenni Optical has stated that they will remanufacture the broken eyeglasses for me. They made this statement on February 3, 2014 and repeated it in their response to BBB on February 13, 2014. I posted (via USPS 2-Day Priority Mail) my broken eyeglasses to Zenni Optical at 10:06 a.m. on 16 January 2014. The tracking number (XXXXXXXXXXXXXXXXXXXXXX) indicated that the package containing my broken eyeglasses was delivered to Zenni Optical at 10:33 a.m. on 18 January 2014. They have had my broken eyeglasses for over a month now and I have still not received anything from them. If they say that they intend to act, what on earth are they waiting for? Do they seriously expect that I will consider the matter resolved upon their mere assurances? It is my belief that their assurances (like their Terms of Service) were issued in bad faith. After all, they had my broken eyeglasses in their hands on January 18th, 2014 but they did not even contact me until twelve hours after the Better Business Bureau had (on February 3rd, 2014) accepted my original complaint. It appears to me that they did nothing at all for the sixteen days until February 3rd, 2014. Eighteen days have now gone by since they promised to replace my broken eyeglasses. I will consider this matter closed when I receive the replacement eyeglasses and after I have assured myself that the progressive lenses in them have the same prescription and all the coatings I had originally paid for, that the lenses do not fall out of the frames as they did before and that the frame at least gives the impression that it will not disintegrate in use as did their previous frame. As for Zenni Optical's suggestion that I buy another frame from among the 3,500+ that they carry, I have to wonder why I should have any more faith in any of these than in the frame I am currently awaiting the return of? Indeed, why should I (or anyone else) have any more faith in their products than they themselves do? As for the matter of an intermediate solution, I would say that this matter is quite straightforward. Zenni Optical has had my broken glasses in their possession for over a month now. If they cannot or will not replace them, then they can (immediately) refund to me the money ($69.75) I paid to them on April 22nd, 2014. Final Business Response /* (4000, 9, 2014/03/07) */ Dear Mr. ***********, A remake of your glasses was started on 03/03 with order # oXXXXXXXX. Please see your email for further correspondence regarding your order. Thank you, ** Zenni Optical

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Zenni optical almost hides, on their website, the fact that they only offer a 50% refund. They are also refusing to issue me a refund. Zenni optical almost hides, on their website, the fact that they only offer a 50% refund. They are also refusing to issue me a refund. The details are pretty straightforward. Today it is extremely uncommon for a business to not offer a refund, the fact that Zenni optical all but hides the 50% refund policy on their site is troubling. The fact that they refuse to provide me the refund.

Desired Settlement: I would like them refund me 100% of the purchase price, plus shipping, plus return shipping.

Business Response: Initial Business Response /* (1000, 5, 2014/02/11) */ Dear Mr. *****, Our return policy as stated on our website is as follows: You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number. If you made a mistake during the order or you just don’t like the glasses, you can return them for a 50% refund to the credit card or a 100% store credit to exchange them for a new pair. Unused accessories can be returned for a 100% refund. We will replace broken frames at no charge during this warranty period. Replacement nosepads are offered for the lifetime of the glasses. It doesn’t happen often but if you feel there is a manufacturing error, return the glasses for inspection within the 30 day warranty and we will remake them for you at no charge if the inspection shows they were made incorrectly. Please feel free to contact a member of our customer service at (XXX) XXX-XXXX with your order number so we may issue your return authorization. Thank you, ** Zenni Optical Initial Consumer Rebuttal /* (3000, 7, 2014/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Zenni optical has made their return policy is exceedingly difficult to find on their website. Zenni optical appears to be going out of their way to not allow me to acquire an RMA number with which to return the eye glasses. I have contacted them repeatedly to receive an RMA number. Zenni optical refuses to provide me with an RMA number Final Business Response /* (4000, 9, 2014/02/19) */ Dear Mr. *****, Unfortunately, we don't offer 100% refunds because the glasses are custom made to your prescription. We'd be happy to issue your return authorization. Please give us a call (XXX) XXX-XXXX with your order number, state the reason for your return and whether you'd like the 50% refund or 100% store credit option. Thank you, ** Zenni Optical Final Consumer Response /* (4200, 11, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can understand them not offering a 100% refund. But; 1. They go to great lengths to make it difficult to find this information. If it was presented clearly during the check out process I never would have ordered the glasses. 2. They glasses they shipped look different than the glasses they displayed online. 3. The glasses they shipped had the wrong prescription in the R eye. 4. I paid almost $163 to get special lenses, we're not talking about a $10 pair of glasses. 5. Even now they're refusing to provide me with an RMA #. I have asked repeatedly and they refuse to provide me with an RMA #. I have contacted them several times; via Facebook, via their online contact form, via the BBB and they still will not provide an RMA #. If they genuinely wanted to refund me the money they could simply refund my card. Zenni optical has gone to great lengths to not refund this money.

3/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Zenni optical has software issues and processed my prescription incorrectly and is not taking full responsibility I ordered my glasses and used the website option to import my previous prescription. When the glasses arrived they didnt match my eyes. I returned to the site and the prescription was the polar opposite of what is should be. I contacted the company about it and explained that there was an issue with the import option on the site and the glasses were incorrect. They stated that it was my mistake but would give me a one time credit or 50% refund and I am responsible for shipping. I am not responsible for anything when they are having site issues.

Desired Settlement: I want an immediate replacement with the correct prescription and I am not going to pay for shipping. I want the glasses remade as soon as possible and shipped out quickly

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Dear Ms. ******, Your remade order was shipped to you yesterday with tracking number XXXXXXXXXXXXXXXXXXXXXX and should arrive to you shortly. Thank you, ** Zenni Optical

3/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: D***y **t seller doesn't honor return/exchange policy just keeps giving meaningless runaround trying to tire me out hoping to keep my money. I don't think BBB should allow this seller to use their service they are dishonest. I already affirmed more than once in the emails that I wanted these glasses I ordered from them exchanged for reading glasses I also followed their instructions for shipping back and put that note yet once again the the shipment back which they received 9 days ago. I asked what was taking so long they promised to get back to me but never did . This seller is not honoring their refund/exchange guarantee they keep giving me the runaround and stalling on getting my exchange. They also fail to respond to my email and when they do respond they sound like they don't know what was going on in the previous emails. Here is a copy of the part the return policy they are not honoring : "We know you're going to love your glasses! But if you have problems with them we have you covered. You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number. If you made a mistake during the order or you just don't like the glasses, you can return them for a 50% refund to the credit card or a 100% store credit to exchange them for a new pair...." I have all email correspondence with Zenni to prove my statements. Zenni Optical has many other similar complaints all over the web here just one for an example to show the BBB this is a common ripoff problem Zenni Opical repeats with many of it's customers: "I ordered a pair of glasses and they were made terribly wrong and fell apart when I took them from the packdage. I wanted to get my money back but they said it was not an option that I needed to send the glasses back. I sent them back and when I knew they had recd them I called. I was told to wait 7-10 days and call back. I waited nine business days and contacted them again. At that point they said I needed to wait another week for someone to call me back. I just want my money back plus the money I spent on shipping and confirmation and to get as far away as possible from this company because at this point I can't even get questions answered on my glasses. Not to mention I have been without the much needed glasses much longer than I thought." SOURCE:http://www.ripoffreport.com/r/Zenni-optical/novato-California-XXXXX/Zenni-optical-Merry-go-round-customer-service-novato-California-XXXXXX

Desired Settlement: OK I need refund of $95.85 including the extra $8.47 they made pay for doing their phony run around return/exchange. I would like another $500.00 for the time consuming and stress they put me through. Then I would like Corrupt Zenni Optical to leave the USA and get their crooked company out of here and go to China and join the China Mafia if they love it so much.

Business Response: Initial Business Response /* (1000, 5, 2014/02/11) */ Dear Mr. ******, Unfortunately, your prescription was entered incorrectly at the time your order was placed. As per our return policy stated on our website: You have thirty (30) days from the date you receive the glasses to call us for a return authorization (RA) number. If you made a mistake during the order or you just don’t like the glasses, you can return them for a 50% refund to the credit card or a 100% store credit to exchange them for a new pair. At your earliest convenience, please let us know which option you'd like (XXX) XXX-XXXX or by email to *******@zennioptical.com. Thank you, ** Zenni Optical Final Consumer Response /* (4200, 11, 2014/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Zenni did not explain to me why they are sending the glasses back to me I did not ask for them back I will therefore refuse to accept the package. PayPal informed me just a few days ago that PayPal agrees with me against Zenni's behavior but PayPal policy states that they cannot help their customer's who have disputes about custom made items so PayPal told me to have my credit card company to do a chargeback so that PayPal could get my money back to me that way. My credit card co. reversed the charge and gave me full credit for the disputed item and the credit card co. is now waiting 45 days to see if Zenni can prove that anything I did or said was inaccurate or wrong before finally closing the dispute. Zenni has had 10 days now and so far my credit card co. has not notified me of any argument from Zenni that changes the credit card's view of this dispute in my favor. So I see no evidence that Zenni has not been able to prove anything so far that makes it clear that Zenni is innocent and free from the wrong doings of my accusations against them. Final Business Response /* (4000, 9, 2014/03/05) */ Dear Mr. ******, Your returned glasses have been mailed back to you as PayPal has found in our favor. Thank you, Zenni Optical

3/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I placed an order for 2 pairs of glasses on August 30, 2013. Both glasses were made incorrectly. My order number was XXXXXXXXX. I could not see appropriately out of either pair of glasses. I thought maybe the doctor had given me the wrong prescription. I had to wait several months before I could see my doctor again. She checked my eyes and said the prescription was correct. After I did a little research on my own, I found that Zenni was supposed to convert the prescription from negative to positive. I called Zenni on 1/30/14 to find out if I could get the reading glasses fixed since it was their error. The customer service person was very nasty and actually said it was my responsibility to convert the prescription. I was incredulous. I am not a trained optician. I take my prescription from the doctor and send it to a supposedly trained optician who should know how to prepare the glasses correctly. At the very least they should accept the reading glasses back and put in the right prescription.

Desired Settlement: I would like for them to put the correct prescription into the reading glasses. I gave the other glasses away.

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ Dear Ms. ******, When ordering reading glasses your prescription must be converted. This is a frequently asked question by many of our customers and information of how to do this is provided on our website for your convenience. In the future, should you have any questions while placing an order or an issue with glasses you've received please give us a call within our 30-day return policy so we may assist you to the best of our ability Thank you, ** Customer Service Final Consumer Response /* (4200, 11, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is why you completely fail as a company when it comes to accountability. The first statement you gave states that there are specific instructions on converting a prescription from positive to negative. When I asked for proof you provide a blanket statement and nothing specific. The statement you provided does not apply to my case. My prescription was input correctly. Your optometrist is not properly trained and failed to convert the prescription. I paid for glasses that are totally useless. I have received no apology, no refund, no offer of exchange or remedy. You have terrible customer service and your company lacks integrity. I have posted this information on several sites so other customers can be aware of your tactics. I expect your next response to be an apology for your error. Final Business Response /* (4000, 9, 2014/02/19) */ Dear Ms. ******, As per our 'terms and conditions': 7. THE CUSTOMER IS RESPONSIBLE FOR CORRECTLY ENTERING DATA, CHOICES: (1) Customer personal information (name, correct and complete address and shipping information), (2) Payment information (credit card number, expiry and code numbers), (3) Selection of a proper size frame, (4) proper color(s) and shading selections (such as, photochromic, clip-on etc.), (5) Pupillary Distance (PD) and (6) Accurate Prescription (Rx) information. ** Zenni Optical

3/3/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: PLACED AN ORDER WITH FAXED PRESCRIPTION ON X-XX-XX FOR EYEGLASSES. THE ORDER WAS CANCELLED BECAUSE OF TRANSCRIPTION ERROR WHEN PLACING THE ORDER. I AM A BRAND NEW CUSTOMER WITH ZENNI OPTICAL FOR THIS ORDER.THE NEW CUSTOMER ORDER WAS PLACED ON X-XX-XX FOR $87.90 FOR EYEGLASSES WITH A VALID PRESCRIPTION. I RECEIVED CONFIRMATION OF THE ORDER VIA E-MAIL, THEN THE NEXT DAY, THE ORDER WAS CANCELLED THAT I HAD INVALID STATUS. HOWEVER, I SIMULTANEOUSLY FAXED A VALID DOCTORS EYEGLASSES PRESCRIPTION WITH THIS ORDER. IF THIS IS NOT SUFFICE, I NEED A 100% REFUND/CREDIT FOR NO PRODUCT AND NO SERVICE DELIVERED. I STILL HAVE A CHARGE ON MY VISA CARD X8163 WITH NO ADVICE FROM ZENNI CUSTOMER SERIVE ON A CREDIT BACK TO ME OR THIS REPRESENTS POOR BUSINESS SERVICE!

Desired Settlement: THE SETTLEMENT IS A REFUND/CREDIT FOR $87.90 FOR THIS FIRST TIME CUSTOMER SITUATION BEING WAY MORE THAN REASONABLE (WITH FIRST CLASS VALID PRESCRIPTION INCLUDED SIMULTANEOUSLY BY FAX) AND PAYMENT HAVING BEEN DELIVERED WITH THEIR SERVICES AS PROMISED.

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ Dear Ms. ********, We apologize that there was some confusion while placing your order. In the future, please make sure you select the '24hr hold' option; that way we're able to make any changes to your order when we verify with your faxed prescription. In this case, because 'immediate' processing was selected, no changes can be made. It's our understanding we issued you 100% store credit and your new order is currently being processed. Thank you, ** Zenni Optical

2/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I order "reading" glasses and they sent me Distance glasses. I called them but they refused to do anything as they said it was my fault. I put in the same prescription both times I made an order with them. The one in July was correct but the one in January was not. I have a copy of both orders.

Desired Settlement: I would just like to return the Distance glasses and get the reading glasses I need.

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ Dear Ms. ******, When ordering reading glasses your prescription needs to be converted; entering the same prescription for both a distance and reading pair of glasses isn't the correct way to order. We'd be happy to have you return the glasses to us for a 50% refund. Please contact us (XXX) XXX-XXXX with your order number to we can issue your return authorization. Thank you, ** Zenni Optical Final Consumer Response /* (4200, 11, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true they had a faxed copy of my prescription on file. They also ask what you are using the glasses for. I called and the girl verified they had it on file. I ordered glasses in July and faxed copy of my prescription over. I called and asked if they needed another and the person on the phone said no. I know they had it as when I received my glasses the girl told me that I needed to "add" something for reading. Final Business Response /* (4000, 9, 2014/02/19) */ Dear Ms. ******, When entering a prescription for single-vision glasses there's no way to distinguish if they're intended to be for distance or reading unless the original prescription is provided. In the future, a faxed/emailed copy of the prescription needs to be provided at the time the order is placed and at that time we can verify the prescription is entered correctly. There was no prescription copy received in regards to this order. ** Zenni Optical

2/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Refused to give a full refund back to credit card. Reading glasses were made, but not to spec. I know they weren't made to spec because I couldn't read with them and the spec I gave them is the exact same one I gave to another company with whose glasses I can read. Company declared the lenses were made to spec and only gave me two options: take a 100% refund to store credit or a 50% refund back to credit card. I countered that a store credit is useless if they don't follow the spec; so I took the 50% refund back credit card.

Desired Settlement: 100% refund back to credit credit or make lenses according to spec.

Business Response: Initial Business Response /* (1000, 5, 2014/01/28) */ Dear Mr. *********, We sincerely apologize that you were unable to use the glasses you received. However, after a very thorough inspection we did conclude that they were made correctly to the prescription you provided. You're welcome to contact us by phone or email directly to ***********@zennioptical.com should you have any further questions or concerns. Thank you, ** Final Consumer Response /* (4200, 11, 2014/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is nothing on your web site about prescriptions for reading glasses needing to be converted. Nor is there any conversion formula given. This is smoke a screen. Your web site makes it very clear that all that is needed is a valid prescription which I entered. The mistake was on your end, not mine. Please provide a full refund. Final Business Response /* (4000, 9, 2014/02/10) */ Dear Mr. *********, When ordering reading glasses your prescription needs to be converted; a prescription given for single-vision distance glasses is different than for reading. Unfortunately, you made a mistake during the ordering process and we were happy to have your glasses returned under our standard return policy for either a 50% refund or 100% store credit. We welcome you to take a look at the resources we provide on our website if you choose to order reading glasses in the future. Thank you, ** Zenni Optical

2/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On Dec 1, 2013 I ordered 2 pair of glasses from Zenni Optical. Initially I faxed them a copy of my prescription including my bifocal strength. However, the bifocal was not added to my glasses when I received them. I have since returned the glasses, and I would like a refund of the monies credited back to my health savings card. On Jan 9, 2014 I spoke to someone at Zenni Optical who addressed themselves as a manager. He explained to me that my option for credit would be a 100% store credit or 50% of the purchase price would be refunded back to my health savings card. Furthermore, he explained to me that I signed an acknowledgment of this policy. However, I do not recall signing anything of this nature, nor was I aware of this kind of business practice at Zenni Optical. The only acknowledgement I received was my receipt of purchase, and it does not include anything signed by me. If this is how business is done at Zenni Optical, it is unfair to the buyer, they should consider changing their slogan too "Buyer Beware, Buy at your own RISK"!!!! In other words their return policy should be clear and a copy of the "Return Policy" should be included with your sales receipt. Thank you. Product_Or_Service: Eyeglasses Order_Number: oXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like a full refund of the purchase price.

Business Response: Initial Business Response /* (1000, 5, 2014/01/21) */ Customer placed order with 2 pairs of progressives glasses. Both pairs of glasses inspected correctly based on the prescription information submitted. Per our Terms and Conditions agreeed upon by customer at time order was placed : . RETURN POLICY. ZenniOptical customers have 30 days from the date of delivery to return an item. If a customer is not satisfied with a product, the product may be returned for a 50% refund (excluding shipping) issued back to the credit card used on the order, or a customer may choose a one-time 100% store credit refund (excluding shipping) to be used at ZenniOptical.com. SHIPPING CHARGES WILL NOT BE REFUNDED. Accessories in their unused and original condition can be returned for a 100% refund (excluding shipping). No additional store credit will be offered for this item. Glasses returned for a manufacturing defect within the 30 day warranty period will be replaced at no charge. The only exception to the warranty period is for defects in the anti-reflection (AR) coating and photochromic films which are covered for one year from the date of customer receipt. Zenni Optical is not responsible for damage caused by customer wear and tear. If the product is being returned for a manufacturing defect, the customer must: A. Contact Customer Service within the stated warranty period to get an RMA number. No returns are accepted without an RMA. B. Return the glasses in their entirety (frames, lenses, hard plastic case, etc) or no warranty will be offered.C. Include a copy of the prescription as written by the doctor. Copies of the order or invoice will not be accepted.D. Pay for the shipping fees back to Zenni Optical. If the glasses are found to have a manufacturing defect, Zenni Optical will refund $2.50 back to the credit card used on the order. As part of PCI compliance, no refunds will be issued to any card other than the credit card used on the order. If the customer does not have access to the credit card on the order, then the amount of the refund will be issued as a store credit only to the customer account used to place the order. Customer was offered 100% store credit or 50% refund to Credit Card used, customer took the 50% refund to Credit card. Final Consumer Response /* (4200, 11, 2014/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason for my return is not what Zenni optical has stated. It is obvious this company does not accept responsibility for their mistake of sending me glasses that did not fulfill my request to include the bifocal lenses which I paid for. It's a shame that businesses such as this are ripping people off. Furthermore, I was not informed of the return policy until after the order was placed. This is totally unfair as a customer. Final Business Response /* (4000, 9, 2014/02/03) */ Dear Ms. ****, The complaint made when contacting customer service was that the glasses were too big. Our return policy as stated in our 'terms and conditions' and also on our website is that our customers have 30 days from the date of delivery to return an item. If a customer is not satisfied with a product (i.e. size), the product may be returned for a 50% refund (excluding shipping) issued back to the credit card used on the order, or a customer may choose a one-time 100% store credit refund (excluding shipping) to be used at ZenniOptical.com. We apologize, but we don't offer full-refunds due to the fact your glasses were manufactured custom for you. Thank you, *** Zenni Optical

2/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered glasses from company but had to cancel the order a couple of hours later. I received a refund for product but not shipping. I ordered a pair of glasses and paid in full. A couple of hours later, I realized that one of the numbers on the prescription was wrong. I contacted their support line to see if I could get it changed. It was not in the policy to change the order. I had to cancel, they would give me store credit and reorder the glasses. I received the credit 22 hours later but it was only for the product itself. I contacted support again. They said it was their policy to not refund shipping. The product never shipped so their should not have been a problem to do this.

Desired Settlement: The shipping was $4.95. I would like a refund for this amount. I had to order the pair of glasses again and was charged the same shipping cost again.

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ Dear Mr. *******, As stated in our 'terms and conditions' our policy for cancelling orders sent to immediate production by the customer will receive a refund of 50% of the purchase price. As an exception we gave you the option of 100% store credit (excluding shipping) to replace your order with the correct prescription. We apologize for any confusion, ** Zenni Optical Final Consumer Response /* (4200, 11, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please close the case. Final Business Response /* (4000, 9, 2014/02/19) */ Dear Mr. *******, Our 'terms and conditions' clearly states: 6. CANCELLATION: Orders where the customer has chosen to hold the order for 24 hours during the order process may only be cancelled within the 24 hour delay period. For orders cancelled within this time period, a full refund of the purchase price will be issued. ORDERS CANCELLED AFTER THE FIRST 24 HOURS OR WERE SENT TO IMMEDIATE PRODUCTION BY THE CUSTOMER WILL RECEIVE A REFUND OF 50% OF THE PURCHASE PRICE. We apologize for any dissatisfaction with our company polices. ** Zenni Optical

2/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I had place order it was sent out on 1-9-14 I Should have recived it by X-XX-XX it now jan 29,2014 have not got it I call zenni customer service i

Desired Settlement: after talk to customer service i feel they should had call ups im at work on hold most of the day to get a case number to call back to zenni to tell me that they will ship me out another set glass and it should take ten day it should been express mail to me so now i will go another 30day with out my glass thanks

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ Dear Mr. ******, We sincerely apologize that your order was temporarily lost and was delayed in delivery by USPS. It's our understanding you've since received your glasses. Please feel free to contact us (XXX) XXX-XXXX should you have any further questions or concerns. Thank you, ** Zenni Optical Final Consumer Response /* (2000, 7, 2014/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Eyeglasses had a small pit (opaque spot) in the middle of the left lens. This is right in the field of vision. Right lens was perfect. Placed order on Dec. 28, 2013. Order number is oXXXXXXXX. Frame #XXXXXX, $29.95. Polycarbonate Single Vision lenses, $9.00. AR, Oleophobic premium anti-reflective coating,$14.95 for a total of $53.90. Shipping was $4.95 bringing the final price to $58.85 charged to a Visa card. Received glasses on Jan. 8, 2014. Noticed the problem that same day, called Zenni and was given a return authorization, RA# oXXXXXXXX XXXXXXXX. Zenni received glasses on Jan. 11, 2014. I called on Jan. 15 and was told that the glasses had not been inspected. Called again on Jan. 20, spoke to a Tom in Customer Service who told me that the glasses had not been inspected but he is attaching a note requesting that the inspection results be emailed to me. Today, Jan. 24, spoke to ******** at Zenni with no information about the glasses. I feel that Zenni will not correct the problem and is just stalling.

Desired Settlement: At one time all I wanted was that the problem be corrected. This has not happened. I have given Zenni all the time necessary to correct the problem. A full refund, including shipping charges back to Zenni, for a total of $61.94 should the fair.

Business Response: Initial Business Response /* (1000, 10, 2014/02/10) */ Dear Mr. **********, We apologize that your glasses had arrived to you damaged. At this point in time, we've remade your glasses, which are due to ship from our shipping facility in ********** either today or tomorrow. You'll receive email confirmation of this shortly with tracking information. Thank you, ** Zenni Optical

2/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered glasses 1/10/2014 Never received and customer service would not help. Order number from Zenni Optical- oXXXXXXXX Tracking number from USPS: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX I ordered glasses (style #XXXXXX) X/10/2014 and I never received them. They were to be delivered by Saturday, 1/25/2014 and as of 1/27/2014 they were not delivered still. I called the USPS and gave them the tracking number and they told me they would be launching an investigation. The investigation case number is CAXXXXXXXXX. I then attempted to talk to someone at Zenni Optical via their toll-free number and I kept getting their answering machine. I then used their chat service and the representative wanted to keep giving me information I already told them I knew. I told them that I wanted an investigation and they said I need to investigate it from my end. This whole process has been one headache after another and I will be ordering my glasses from a local dealer next time.

Desired Settlement: I want the amount of the glasses and shipping to be refunded to me if the United States postal service does not find my package.

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ Dear Ms. ******, We're sorry for any inconvenience while waiting to receive your glasses. It's our understanding they were successfully delivered via USPS on January 31, 2014. If you have any further questions or concerns please feel free to give us a call (XXX) XXX-XXXX. Thank you, ** Zenni Optical Final Consumer Response /* (2000, 7, 2014/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did indeed receive my glasses and it was a postal transit issue rather than a company issue.

2/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Received glasses that were not the prescription ordered. They were sent back and returned incorrect again. Will not review my order. RA# oXXXXXXX, XXXXXXXXXX, and oXXXXXXXXXXXXX. I purchased 2 pairs of glasses. One pair was okay, the other pair was incorrect. I could not see out of them without getting dizzy and if I didn't look straight through them I couldn't see out of one side. I sent them back and they remade them and sent them back. The glasses that I received seemed to be the same prescription that I returned since I still could not use them. I brought them to a local vision center and asked them to confirm the prescription. (I did not tell them exactly what the issue was so they weren't biased). They informed me that the left eye axis was off by 8 degrees. I purchased glasses from that vision center and requested a refund from Zenni. I sent them back on December 28th. I have sent them one email on December 12, 2 weeks after they received the glasses and was told that they "received your my returned glasses and will inspect them as soon as possible." It has now been a month and I have not received any other correspondence. My total refund should be $5 for shipping (since I shipped the glasses back twice) and $15 for the glasses themselves.

Desired Settlement: I would like a refund for the purchased product and all shipping charges totaling $20.95.

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ Dear Ms. *******, We apologize that we were unable to provide you with prescription eyeglasses you could utilize. We've refunded $20.95 back to your credit card 02/02/14 with Transaction ID: XXXXXXXXXXXX. Thank you, ** Zenni Optical Final Consumer Response /* (2000, 7, 2014/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: first pair of glasses,the prescription was in correct, they said it my fault, The reorder also in correct. I ordered a pair of glasses. When I got them I couldn't see through them at all. I was told it was my fault. The frame was also of very poor quality. They said 100% store credit of 50% money back. So I figured I would give it another try. Well I just got them and again the online is different than what I got. And again I cannot see through them correctly. So again I called and again they said 50% back or 100% credit. I told them that was poor business. Nice scam. They get 1/2 my money and shipping on both pairs while i get nothing, but ripped off!

Desired Settlement: I want a full refund!

Business Response: Initial Business Response /* (1000, 5, 2014/01/21) */ Customer placed her 1st order with us incorrectly, she entered the prescription wrong. We issued her 100% store credit to place her 2nd order,even though it was her fault. The 2nd order we have given her a Return Auth# to return for inspection firstly. If incorrectly produced we will remake it at no cost. If this is the customers mistake again, we will only refund her 50%. As of X-XX-XX we still have not received the returned glasses for inspection.

1/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: misleading/ false product specifications Order #oXXXXXXXX Product/ frame: XXXXXX I ordered the glasses with my prescription. Arrived as promised. Product did not take into consideration the wrap around nature of the frame and the subsequent change in the lense angles. My optometrist confirmed that the lenses are the correct prescription however Zenni only accounted for a flat frame. Customer service advised that I choose another "regular" frame instead of the wrap type sport frames. I waited three weeks for the product to arrive without seeking back up provisions. Only to be told by customer service that my "strong prescription" should only be used in "normal" flat frames. The company mislead me into ordering a product that did not fit my prescription. I simply want the product that I ordered: The sport frame/Goggles with the proper prescription and treatment for the frames . I have read thoroughly and do not see anywhere on the frame #XXXXXX description that notes that they are not suitable for "strong prescriptions" as customer service has now advises me. I was offered a refund, however I do not want money, I just want the correct product.

Desired Settlement: I want the glasses that I ordered (frame: XXXXXX) with the proper adjustments for the wrap type frames that allow me to see properly like other glasses that I have ordered from the company.

Business Response: Initial Business Response /* (1000, 5, 2014/01/28) */ Dear Mr. *****, We apologize that you weren't happy with the glasses you received. We're more than happy to have the glasses returned for 100% store credit so you may choose a goggle or frame that may be more suitable for you. Please feel free to give us a call or email directly to ***********@zennioptical.com if you'd like return authorization to do so. Thank you, AM Final Consumer Response /* (2000, 7, 2014/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/24/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: ordering eyeglasses online using my flex benefit CC. they charged me and refused service telling me I would get a refund after it's expiration date. I was placing an order online for eyeglasses trying to use up my flex benefit card for the year. Without attempting to contact me, They charged my card, marked it 'Fraudulent'. I decided to check on the order and then found out they had no intention of placing the order even though they charged the card.They told me they would issue a refund in 48 hours--after it's expiration date. They Took my money and left me with no alternative except loss. I think they should either give me the order or give a cash refund.

Desired Settlement: $200 the amount they charged me.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Mr ***** purchased a Gift Card for $200 with his Health Savings card. It was deemed as fraudulent due to the card was issued from himself to himself and the above named person had never ordered from us previously. We have the right to cancel what may seem to be fraudulent orders and refund immediately to the source pf purchase which we did on the same day with transaction# XXXXXXXXXXXX. That refund goes back to the Health savings card he used. He was advised that he would have to contact the administer of that account to see when those funds would be available for his use again.

1/23/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I ordered glasses and I am not happy with them and their time frame of a store credit and paying to ship back. I ordered glasses from the company and they offered full store credit or 50% credit back on my credit card. I chose store credit but they insisted I pay to return them. I did that even though I was not please about paying to ship them back when they were defected. The glasses were received by them a day or two before Christmas and I am still waiting for my store credit of 100%. I spoke with someone who claimed to be a supervisor on 12/30/13 and when I requested to speak with someone who could issue my store credit sooner they told me that they could not and that they did not have a phone number.

Desired Settlement: I want full store credit plus the cost of shipping them to me and shipping them back to the company.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Mrs ***** ordered her glasses with an incorrect prescription, her cylinder values should have been NEGATIVE and she entered POSITIVE. We have issued her 100% store credit which is the cost of the glasses $ 16.85 as per our terms and conditions, the shipping is excluded: 8. RETURN POLICY. ZenniOptical customers have 30 days from the date of delivery to return an item. If a customer is not satisfied with a product, the product may be returned for a 50% refund (excluding shipping) issued back to the credit card used on the order, or a customer may choose a one-time 100% store credit refund (excluding shipping) to be used at ZenniOptical.com. SHIPPING CHARGES WILL NOT BE REFUNDED. We consider this to be a very generous return policy. Final Consumer Response /* (2000, 11, 2014/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/01/21) */ Customers agreed to our Terms and Conditions at the time order was placed. When it is the fault of the customer as such withthis case, she incorrectly entered her prescription, we do not refund shipping costs. Please see T & C : . RETURN POLICY. ZenniOptical customers have 30 days from the date of delivery to return an item. If a customer is not satisfied with a product, the product may be returned for a 50% refund (excluding shipping) issued back to the credit card used on the order, or a customer may choose a one-time 100% store credit refund (excluding shipping) to be used at ZenniOptical.com. SHIPPING CHARGES WILL NOT BE REFUNDED. Accessories in their unused and original condition can be returned for a 100% refund (excluding shipping). No additional store credit will be offered for this item. Glasses returned for a manufacturing defect within the 30 day warranty period will be replaced at no charge. The only exception to the warranty period is for defects in the anti-reflection (AR) coating and photochromic films which are covered for one year from the date of customer receipt. Zenni Optical is not responsible for damage caused by customer wear and tear. If the product is being returned for a manufacturing defect, the customer must: A. Contact Customer Service within the stated warranty period to get an RMA number. No returns are accepted without an RMA. B. Return the glasses in their entirety (frames, lenses, hard plastic case, etc) or no warranty will be offered.C. Include a copy of the prescription as written by the doctor. Copies of the order or invoice will not be accepted.D. Pay for the shipping fees back to Zenni Optical. If the glasses are found to have a manufacturing defect, Zenni Optical will refund $2.50 back to the credit card used on the order. As part of PCI compliance, no refunds will be issued to any card other than the credit card used on the order. If the customer does not have access to the credit card on the order, then the amount of the refund will be issued as a store credit only to the customer account used to place the order. We consider this case to be closed as customer has already placed another order.

1/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered glasses with Zenni and received an inferior product that hurt my nose and I am unable to see with. They cause headaches I am a senior citizen and I ordered a pair of glasses in November from Zenni as they cost less than glasses at the stores locally. I qrovided them a prescription I received from an optometrist in May of this year 2013. After 3 weeks or so, I received a pair od glasses Order # oXXXXXXXI not only could not see out of but they caused abrasions on the bridge of my nose they were so ill fitting. They are loose, will not adjust according to their instructions and fall off if I turn my head or bend over. Upon contacting Zenni, I was told I would only get a 50% refund as I was unsatisfied. The next day I got another message telling all they would is make me more glasses for another fee. Why would I want another pair of glasses I can't see out of that fall off and hurt my nose? I can not wear these glasses and feel I should receive a full refund minus possibly a shipping charge as these glasses are not anythink close to what I ordered. I ordered progressive lens glasses, I got some glasses with some contraption on them that blocks my sight, I ordered tint, got no tini, the glasses I got look nothing like the ones I ordered and worst of all, I can't see through them and isn't that why I bought them? I would like a refund as I choose not to do business with Zenni as their attitudes are terrible and treated me very poorly when I questioned their poorly made product.

Desired Settlement: I believe I should receive a 100% refund as I did not get what I ordered and what I did get is unusable. They don't fit, they hurt my nose and are nothing like what I ordered. I had to go to Target and buy a pair of glasses that cost me more just to be able to see. I am on a fixed income and can not afford to get bilked out of $100 just trying to same a few dollars. This company was rude, sent me an inferior product and then wanted to charge me more money to get some more of their inferior products. definitely a company I will not do business ever again.

Business Response: Initial Business Response /* (1000, 6, 2013/12/26) */ Cust emailed us on XX-XX-XX with the following apology: He states -- Case Closed NoteXXX XXXXXXXXX Cust first sent a long email rebuking us strongly and then sent another email stating that "I sincerely apologize for dkisputing my claim with the producg I received from you. I did not know that I know my wife had ordefred a similar item from another business and I thought they wefre my order. I am impfresses with my order and am going to order again. I closed my claim with paypal and am going to close my complaint with BBB in ******* and explain my error to them. Again I apologize again for all te trouble I caused you and do everything I can do to reverse the negative comments KI caused. Once again, I apologize and it will not happen again, to show my sincerity, I am gloing to place another order again. I sincerely apologize and I hope I can make it uo to you."

12/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I had to ship the glasses back 2 different times because the lens were not correct. Refused to give me a refund. I had to ship the glasses back 2 different times because the lens were not correct. Refused to give me a refund. The order numbers are XXXXXXXXX and XXXXXXXXX. I waited almost 2 weeks before I heard anything from the company and I had to call 7 different times and was refused to speak to a supervisor.

Desired Settlement: full refund.

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ The glasses were produced within tolerance and customer was given 100% store credit at their request to order something different. We issued $ 63.80 store credit. Second order we refund them $45.90. No further refunds or products due to customer Final Consumer Response /* (2000, 7, 2013/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Each time the order was wrong and I just want to make that clear. No one would send glasses if they were correct.

12/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Missing product I ordered online order number oXXXXXXX placed on 11/12/13, zenni optical and it hasn't been processed or shipped yet, and given I don't have any kind of health insurance, I need those glasses ASAP because my current one is broken! Nobody answered their provided customer service phone. Online customer chat service unavailable. frame #XXXXXX $25.95 Color Red Prescription Type Single Vision (SPH) (CYL) Axis OD - Right 0.25 -1.00 14 OS - Left 0.25 -0.75 176 PD R: 32.0L:31.0 Frame Price $25.95 Lens 1.57 Mid-Index Single Vision FREE Unit Price $25.95 Quantity Qty: 1 Sub-Total $25.95 EVERY ORDER INCLUDES: *FREE CASE AND CLOTH *FREE ANTI-SCRATCH COATING *FREE UV PROTECTION *FREE SHIPPING ON SECOND & CONSECUTIVE PAIRS *SATISFACTION GUARANTEE Merchandise(1) $25.95 Shipping Zenni - standard $4.95 Taxes $0.00 Total $30.90

Desired Settlement: I need my ordered single vision glasses delivered right now

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ Hello, You ordered the glasses on XX-XX-XX and it takes 10-14 business days to receive ,excluding Holidays and weekends. We shipped your glasses to you on XX-XX-XX and they were delivered on XX-XX-XX which is well within the 10-14 days as stated. If you have any further questions, please call us at XXX-XXX-XXXX or email us directly with your order# to ***********@zennioptical.com. Thank you for choosing Zenni!

11/1/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Delivered prescription glasses were not usable due to reflections, kaleidoscopic effects and fogginess of the lenses. Returned RMA for inspection. After seven days they have forwarded defective glasses to inspection department. After I asked CSR why it takes so long, she was very rude and would not provide manager or supervisor that I could speak to....All this time my spouse is without glasses and nobody from Zenni gives a ****!

Desired Settlement: My wife needs the glasses, so I would plea with someone responsible with Zenni to act appropriately and finish this unpleasant process of returning defective product. Also I request all the shipping and other fees to be refunded.

Business Response: Initial Business Response /* (1000, 11, 2013/10/30) */ Mr ****, Even though we have refunded your $6.95, it was your error for the defective lenses due to not ordering the anti reflective coating. Our inspection department has advised us that the anti reflective coating would have prevented the fogginess and glare on those lenses. As a courtesy will will refund this time your $4.95 s/h. We do recommend that for future reference you may want to order anti reflective coating. Thank you Final Consumer Response /* (2000, 14, 2013/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The Zenni glasses that I received were of poor quality & could not be worn. I was offered a store credit or 50% refund. That is not acceptable. On 7/28, I ordered glasses online from Zenni. ( Order #XXXXXXXXX) I used my doctor's prescription and measured my PD using Zenni's measuring tool. I was excited to receive my glasses but when I put them on, they seemed to be the wrong prescription. I wasnt sure what was wrong but I could not see out of the lenses. I took them to my ophthalmologist to see if the prescription was wrong. She checked them out and said that the prescription was correct BUT that the prescription was not applied throughout the lenses. The area where the prescription was applied only covered 10% of the lenses, leaving the majority of the lens without my prescription. As a result, when I put them on, I wasnt seeing the prescription. She told me that I would have to keep my eyes in one little place to be able to see. I wouldnt be able to look left or right but only straight and only in one small area. As anyone knows, this is not have glasses are made. The prescription must be applied throughout the lens because you look left right, up and down. My ophthalmologist and I thought this was an obvious error, one that Zenni would immediately agree was incorrect and fix. That is not what happened. I contacted Zenni, received a return authorization. Paid to return the glasses. I included a long letter explaining what my doctor said and also included my doctor's phone number as she was willing to explain the problem. I never heard back. I called a week later and was told that the glasses had been received and I would hear from them later that week. I did not hear from them. I called the next week and was told that the glasses were investigated and were found to be non-defective. I told them they could contact my doctor. I just want glasses that I can see out of. That is not an unreasonable request. The Zenni rep reiterated that nothing was wrong with the glasses. (Why would I not keep them if nothing was wrong. Who doesnt want inexpensive glasses. I would rather pay $50 glasses than $500 for glasses. I too want these glasses to work for me!) I was offered a 100% store credit or 50% refund. I explained that this is not an acceptable resolution. 1) My doctor has said that the glasses arent acceptable, I can not wear them. It would be one thing if my glasses were made incorrectly and it was a fluke. But, with Zenni saying there is nothing wrong with my glasses, and I know there is and so does my doctor, that means that my next pair will be made the same way. This is a quality issue. I do not want a store credit to re-order another pair of glasses that will be made in the same, poor quality. 3) I do not think it is fair to pay even 50% for a pair of glasses that I know is defective and my doctor has stated are not safe to wear. Zenni has advertised quality but these were not quality glasses. I have worn glasses for 25 years and have never had a pair that did not have prescription throughout. I placed a 1 star review on Yelp.com and a Zenni employee sent me a message saying... Hi ******, ***** ** has sent you a message on Yelp: Your Review "Hello, We are sorry to hear that you had a negative experience. Please call and speak with a Supervisor at XXX-XXX-XXXX so that we may correct whatever problem you may be experiencing. Thank you" I tried calling Zenni again. I was told that a supervisor was not available but would call me back. That never happened.

Desired Settlement: I am seeking a full refund in the amount of $48.85.

Business Response: Initial Business Response /* (1000, 5, 2013/10/11) */ Hello, We have refunded your credit card in full $48.85 on 10-7-13. If you have any further concerns, please call us at XXX-XXX-XXXX. Thank you Final Consumer Response /* (2000, 7, 2013/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/24/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The glasses I ordered in July, 2013 were defective upon arrival, it is now September and I was finally sent only another defective pair. The glasses were ordered in July, they showed up defective. The lenses were warped and the photochromic lenses to not function properly. Zenni customer service insisted I ordered wrong and it took some convincing to get them to honor their own replacement policy. After returning the glasses, it was over a month before I finally got tired of waiting and requested an update. The glasses were re-delivered September the 11th; however, are still defective. Zenni customer service is again requiring me to pay for return shipping for another two month inspection, and absolutely will not refund my money for the original purchase.

Desired Settlement: The total cost of these glasses is approximately $100. I do not want another defective pair of glasses and I cannot use glasses that are not my prescription.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/20) */ Hello, We are so sorry to hear this. We would be happy to refund you in full for the glasses if you do not want us to inspect them again. Sometimes, people are sensitive to a polycarbonate lens as well. We could remake them in our 1.61 Transitions lens and see if the different lens material helps. Please let us know what you would like to do. Customer Service may be reached at ************. Thank you Consumer's Final Response /* (2000, 7, 2013/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) If the company is willing to refund my money I will consider the transaction completed upon receipt of refund for the purchase and shipping fees. For a shipping fee, or by providing a shipping label and package, I will even send the defective product back again and ZenniOptical can do whatever they want with them.

9/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: have not recive my glasses. hello, **********! From your My Account Dashboard you have the ability to view a snapshot of your recent account activity and update your account information. Select a link below to view or edit information. recent orders view all *************************************************** 8/14/13 **************** $57.80 Manufactured View Order Reorder . i have not recived yet. i did paid $18.95 for express shipping and its been 15 day. im a very disatisfide customer.i will never ever buy glassess from zenni optical nor recomend zenni optical.

Desired Settlement: I want full refund of what i spend for my shipping

Business Response: Business' Initial Response /* (1000, 5, 2013/09/09) */ Hello, We are so sorry for the delay. We have had a change in shipping companies and it has delayed some orders. We are refunding the additional fee's paid for express shipping $14.00. If you have any questions, please call us at ************* Thank you Consumer's Final Response /* (2000, 7, 2013/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I'm extremely disappointed with Zenni Optical. I'm extremely disappointed with Zenni Optical. Before finishing my order I contacted the company to ensure details about the shipping. They told me express shipping would be carried out either by FedEx or by DHL. After I placed my order, it took them 1 week to process my order and then surprise the order was delivered by USPS. I guess it was cheaper to them, maybe that's the reason it took me another week to get my delivery. When it arrived another surprise, my lenses were much thicker than I was expecting. I ordered the high index (1.67). When I got in contact with the company they told me that the edge thickness of my lenses was expected to be 6.4 mm and my complaint wasn't valid. I'm extremely upset and I will never buy again from this dealer.

Desired Settlement: I demand my money back.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/07) */ Hello, Rimless glasses are not recommended for prescriptions as strong as yours nor the width of the lens that you picked. The wider the lens the thicker the lens regardless of the high index choice. If you are not happy with the glasses you may return them to us for inspection of thickness and if incorrectly produced based on what you ordered , we will remake it. If correct, we will offer a 50% refund based on policy. Please call us at ************ to discuss the order and the options available.

8/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Improper solder joint on nose piece of frame broke loose rendering glasses unusable. I have had the glasses less than 3 months. Order number *********. Order date 05/03/2013. Deliver date...approximately 1 week later. I have actually had the glasses less than 3 months. Today the metal post which holds the nose piece broke at the solder point. Contacted Zenni Optical and asked for help. They offered to sell me a new frame for half price. This is unacceptable as I would not only pay for the defective frame, but would need to take the frame to an optician and pay to have them replace the lenses in the frames and re-adjust. Although Zenni Optical has a 30 day replacement guarantee, the frames they sell should last more than the short period of time I had them in my possession. Total paid for this set of glasses was $146.85.

Desired Settlement: Replacement or Repair at their expense including shipping cost for the replacement and return of the defective glasses. If this particular frame has proven to be problematic, then I would like to have the opportunity to select a different frame and lens set, otherwise I am happy with the current selection of frame and lens. In short, I just want a working, usable pair of glasses.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/19) */ I called customer ***************** today 8-19-13 and came to a resolution. We will send a replacement frame ****** at no charge with a tol so that customer may swap the lens easily. Customer was advised to call us if he needs assistance with changing his lens. He may call anytime and ask to speak with a Supervisor if he continues to have issues with this frame. Ordered replacement frame today which he shall receive within 10 days or so. Consumer's Final Response /* (2000, 7, 2013/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Supervisor assured me that replacing the lens in the new frames would not be difficult and they would send a tool to assist with the replacement along with verbal help if I had any problems. The issue will not be resolved until I have a working pair of glasses and they stated the replacements would be here in about 10 days. I feel they made a respectful effort to resolve the issue. Time will tell.

8/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The quality of the product is misrepresented and I am very dissatisfied. There is also a problem with the prescription and bent frames. I have recently received an order from Zenni and am very dissatisfied with the quality of their product. They advertise quality, but do not deliver. Also, one pair of glasses that I ordered was crooked and I couldn't see out of at all. They are both very cheap quality. I want to return them for a full refund based on the poor quality, but they say they will only offer an inspection and fix the problem or 50% refund. ADDITIONAL DETAILS: Case is being handled by another organization: Zennioptical

Desired Settlement: I am only seeking to return their product for a full refund.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/05) */ Hello, We are so sorry to hear this. We can give you 100% store credit. If this is not satisfactory, please call our Supervisor at ************ and refer to order# *********. Thank you Consumer's Final Response /* (2000, 13, 2013/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your assistance in this matter. Business' Final Response /* (4000, 10, 2013/08/20) */ Zenni Optical Refunded $167.90 with TR#************. On 8-16-13. If you have any further questions, please call us at ************. Thank you

8/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The screw that holds the lens in repeatly fell out and now the screw is lost. I asked to have them fix them. Purchased 4-9-13. They refused. I purchased these on 4-9-2013, since then the screw that holds the lens in, has fallen out at least twice a month. I replaced it myself, but now it fell out and got lost. I asked to send them back and have them repaired so this doesn't happen again, they said they do not do repair's. Since the glasses is only three months old, I would assume there is a guarantee on them. This is the second pair of glasses I purchased from them in the last 5-6 year's and have had the same problem with both pair's, although the first set did not develop this problem for about three year's. I will not buy from them again. I feel they should repair the glasses to my satisfaction because they are basically still new.

Desired Settlement: For me to be able to send them back and have this defect fixed permantly, that this would not happen again.

Business Response: Business' Initial Response /* (1000, 5, 201*/08/05) */ Hi ******, We apologize that you were advised we do not repair glasses. We will repair your glasses for you at no cost. Please return them to us with the following ******************* to: ********************** ***********************. The best time to reach us would be between the hrs of 6am-5pm PST, this way you can speak to the California office , not our overseas office.Our phone # ************. Thank you

8/19/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased glasses which came defective with pieces which hurt my nose among other defects. I purchased 10 pairs of glasses on June 10th (different pairs). I was very disappointed to find that the glasses had pieces which hurt my nose and overall poor quality. I wrote to the customer service and was told that I could send e-mail pictures of the defects to get new frames but would need to go to a glasses shop to pay to get the lenses moved from one to the other.

Desired Settlement: I asked the business to either replace the glasses with new glasses (including lenses) or to refund the purchase price. The company said this isn't in their Terms and conditions, which I find rather abusive.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/26) */ If customer can return glasses we would be happy to either remake at No Charge or offer a 100% refund in the form of a coupon code/store credit. Please use RA****************** and mail back to: ************* ********************** **************** Consumer's Final Response /* (3000, 7, 2013/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already requested to return my glasses after receiving them defective and was only offered 50% of the production cost and have now left the country and no longer have the possibility to return these items. Business' Final Response /* (4000, 9, 2013/08/05) */ Hello, We received an email from you dated 7-17-13 as follows: Cust emailed"I've found the quality of the glasses to be far below those of previous orders and a couple of the nose pieces had defects on them and are eating into my skin around my nose and other classes has defects with parts of plastic missing and one lens is not the correct Rx. Im extremely disappointed with the quality of nearly all of the frames and would like to request either a refund or a credit for my order of 310 dollars. You can see I had placed 2 orders in 2012 for a total of nearly 300 dollars and was very satisfied with them. I hope that Zenni can make this right as I'd like to continue my previously very positive relationship."- We have offered the 100% store credit as an exception. Please let us know which frames need to be credited. Our policy is to remake anything with an incorrect prescription, so let us remake the pair that is not correct and credit the remaining pairs. We will need you to return all the glasses that you are unhappy with or need pictures of the damaged goods. Please contact us ASAP ************. Thank you

7/29/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered glasses from Zenni. They told me to send them back and I did. Now they want me to send them someplace else. I mailed to the return address. I mailed them back to the return address on the package. I emailed you the chain email of the dispute. They now say I have to mail them back to a different location. They said they would send me an online 100% coupon, after they receive the glasses. The glasses have been sent to Mississauga, Ontario, Canada in the original packaging.

Desired Settlement: Replacement with correct lens prescription.

7/3/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought 2 pairs of Rx glasses. I took them to a local opthomologist to be adjusted-lens's on BOTH pairs crackled when adjusted.Unwearable now. Both pairs of glasses arrived with stems "bowed" out & very uncomfortable. Took them to local optician to be adjusted. When adjusted using standard in office heat up, both lens's "crackled" and are now unwearable- cannot see through them. Opthomologist stated the lens's are clearly made with "below opthomologic grade" quality materials. This should not have happened if the materials were of proper grade. Both pairs of glasses are unwearable. Only had them 1 week.

Desired Settlement: I expect a full refund as this business is using sub-standard materials in the manufacturing of their eyewear. If could see 1 pair as a fluke - but BOTH pairs are unwearable- that is not a fluke. That is clearly use of substandard materials in the manufacturing of Zenni Opticals products.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/17) */ Hello ********, We have received your glasses and will process you full refund today. We will email you a transaction number for that refund once processed. If you have any questions, please call us at 800-211-2105. Thank you

6/5/2013 Guarantee/Warranty Issues

Customer Review(s)

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Customer Reviews Summary

13 Customer Reviews on Zenni Optical
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