Zenni OpticalReviews 4,144

Thank you for posting your Zenni review of the frame of the eyeglasses you recently ordered.

We were sorry to read you comments about the frame, and we apologize for any dismay you experienced as a result.

However, we were also sorry to see that no information was included with the review identifying you as a customer, other than a first name and a last initial, which is not sufficient information for us to look up a customer.
In addition, in the section where Sitejabber asks reviewers to include an order number, you instead included a frame model number, 743921, which may be the frame model about which you wrote the review.

Therefore, we hope that you will reply to this review response with the order number in question (order numbers start with a lower-case letter o and are generally around nine numerals long), your last name, and the email address that is your Zenni username, so that we may look up the order, research this matter, and respond to your concern.

Thank you for posting your Zenni review. We are sorry to learn that you are dissatisfied with your recent order. Zenni is usually known for our exceptional service, and we regret that we didn’t live up to those expectations here.

We also regret that your half-rim, rectangular, titanium, brown frame 137815, with a frame width of 133 millimeters, broke. Consequently, we apologize for any dismay you experienced as a result.

We are also sorry to confirm that a full refund is unavailable for this order, and we apologize for any dissatisfaction you experienced due to this matter, as well.

Insofar as you declined our offer of a free remake of these eyeglasses, we want to advise that we can issue either a full refund in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for the order.

Insofar as you are in Canada, you will not have to return the glasses to obtain one of these refund options. You may simply telephone Zenni Customer Service, at 1-800-211-2105, and provide your order number, o4487818732, to the customer service representative who answers.

Please advise of the refund option you prefer, and our representative will ask our lab to issue either the full store credit refund or the 50 percent PayPal refund.

You may also have an online Chat with us by clicking the button labeled Support at the lower right-hand corner of every Zenni page, or you may email us, at [email protected], and in the subject line of the email please provide the order number, o4487818732. In the body of the email please advise of the refund option you prefer.

We hope to hear back from you soon, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review. We’re sorry to hear that you are dissatisfied with your recent order. Zenni is usually known for our exceptional service, and we regret that we didn’t live up to those expectations here.

We want you to know that we listened to the telephone call between you and our customer service representative, in which you asked if the prescription lenses in the sport sunglasses goggle frame you ordered – full-rim, wraparound, plastic, black sport sunglasses frame 701521, with a blue outer windshield and a frame width of 148 millimeters – would be clear.

Our representative confirmed that the prescription lenses would be clear, which is true. The pure polycarbonate lenses you selected for the frame are clear.

However, as you discovered when you received the order, the outer windshield is blue.

We are sorry that, even though you specifically asked about the prescription lenses, which are inserted in the goggles behind the blue outer windshield, our representative did not additionally confirm that the outer windshield would be blue.

Consequently, we apologize for any dissatisfaction you experienced as a result.

Although in your review you state that we charged you return postage to return the sport sunglasses, we emailed you a prepaid mailing label to use for return postage.

Nevertheless, you are a longtime, valued customer, and because there was a misunderstanding between you and our customer service representative, we are going to make a one-time, customer service exception on your behalf to ask our lab to remove the 100 percent store credit refund of $39.90 and instead issue a full refund of $44.85, which includes the $4.95 Standard shipping fee, to the credit card you used to pay for the order.

You should receive an email from our lab in the next few days, confirming the removal of the $39.90 store credit and the issuance of the $44.85 full refund. We trust that this full refund will resolve this matter to your satisfaction.

Thank you for posting your Zenni review. We were sorry to read that you are dissatisfied with the standard progressive glasses you received, and that you are unhappy with the customer service we provided. Zenni is usually known for our exceptional service, and we regret that we didn’t live up to those expectations here.

We were also sorry to see that you provided a prescription to our customer service representative that did not match the prescription you entered on your order. Since this prescription expired in 2020, we are also sorry that you did not provide a current prescription, which would have enabled us to compare the values on the prescription with the values you entered on the order.

If the prescription values you entered on the order had matched the values on a current prescription you had provided, and if you had confirmed how the pupillary distance (PD) that you entered was obtained, we would have invited you to return the standard progressive eyeglasses to us for an inspection, since this order was delivered to you on July 29,2022, which means that it is within its 30-day warranty period, which starts the day the glasses are delivered.

We are also sorry to confirm that we do not provide a full refund in a situation such as this. When a customer wants to return for a refund a pair of eyeglasses ordered with an incorrect prescription, the refund options are a 100 percent refund in the form of store credit to the customer’s Zenni account or a 50 percent refund to the source of payment, in this case a credit card.

Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and when you provide your order number, o4920012286, to the customer service representative who answers, and you advise of the refund option you prefer, we will email you the instructions to return the eyeglasses for the refund option you select, and we will also email you a prepaid mailing label you may use for return postage.

If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

You may also email us, at [email protected], and if you choose this communication method, please put your order number, o4920012286, in the subject line of the email, and in the body of the email, please advise of the refund option you prefer. We will email you the instructions to return the glasses for the refund option you select, and we will also email you the prepaid mailing label to use for return postage.

We are eager to hear back from you, with the refund option you select, in the hope that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review. We were sorry to read that you lost your eyeglasses while on vacation, and we understand and salute your desire to replace them for much less money.

It was good to read that losing your glasses inspired you to take your sister-in-law’s advice and give Zenni a try, and that you found our Virtual Try-On feature very effective in helping you select eyeglasses frames that would fit you well and look good on your face.

But we were also sorry to learn that you inadvertently selected an 80 percent gray sunglasses tint for the premium progressive glasses with our Blokz® blue-light-blocking feature you ordered in full-rim, cat-eye, acetate, spring-hinged, streaked faux woodgrain frame 629615, with little crystal ornaments on the upper corners of the rims and the temple arms of this 134-millimeter-wide frame.

You placed this order, o4907338540, on July 16,2022, and It was good to see that these sunglasses were delivered to you on July 25,2022, the sixth business day after you placed the order, one day earlier than the seven-14-business-day delivery-time promise for Standard shipping to U.S. residences, for $4.95.

On the same day that you received the cat-eye sunglasses, July 25,2022, you placed a new order, o4929534612, for one pair of premium progressive clear eyeglasses with Blokz®, in full-rim, cat-eye, flexible-plastic, translucent pink frame 2018717, with a frame width of 135 mm.

You selected Express shipping for this order, which comes with a five-10-business day delivery-time promise. We see that these glasses were delivered to you yesterday, August 4,2022, the eighth business day after you placed the order.

We hope that you are satisfied with these glasses, as well, and we understand your dismay that the Express mail shipment, for which you spent $18.95, took longer than the Standard mail shipment.

We want to confirm that if a customer notifies us that an order arrived after the delivery-time promise for the shipping method selected, we will refund either the shipping fee, if it is the $4.95 Standard shipping fee, or the additional $14.00 spent over the $4.95 Standard shipping fee for the $18.95 Express shipping fee.

We hope that this information is helpful, and we also hope that you are just as pleased with the clear premium progressive eyeglasses as you are with the premium progressive gray sunglasses, and we thank you again for posting your Zenni review.

Thank you for posting your Zenni review of the shipping time of the eyeglasses you ordered. We were happy to read that you are pleased with the single-vision eyeglasses with our Blokz® blue-light-blocking feature in full-rim, rectangular, flexible-plastic, navy blue frame 2020716, with a frame width of 145 millimeters. However, we were sorry to read that you are disappointed in the delivery time of this eyeglasses order, and we apologize for any dissatisfaction you experienced as a result. We looked up the delivery time of this order, for which you selected the Fast Frame option, which comes with a three-five-business-day delivery-time promise. You placed this order on July 18,2022, and we manufactured and mailed the glasses to you on the same date. The Federal Express website advises that the glasses were delivered to you on July 20,2022, so this two-business-day delivery time was quicker than the three-five-business-day delivery-time promise. We hope that we have clarified that the delivery was not late, and we thank you again for posting your review.