Zenni OpticalReviews 4,144

Thank you for posting your Zenni review of your full-rim, oval, mixed-material, translucent green frame 7809724, with a frame width of 136 millimeters, which we were sorry to learn has deteriorating color splotches on the rims after you have had these near-range workspace progressive eyeglasses with our Blokz® blue-light-blocking feature for only approximately two months. We are also sorry to confirm that our warranty period is 30 days, which is why we initially advised that the option in this instance would be to repurchase this frame with free nonprescription lenses, and that when you receive the replacement frame, to remove the nonprescription lenses from the new frame and insert the prescription lenses from the original frame into the rims of the new frame. However, we understand that it can be perplexing for a customer to remove prescription lenses from the rims of one frame and install the lenses in the rims of a replacement frame. Sometimes customers will take the two pairs of eyeglasses to a local optical retailer, who may make a customer service exception to swap the lenses for the customer for free, but we understand that this may not be a currently feasible option. Although we made a customer service exception to offer to send you a free replacement frame 780724, we were also sorry to read that you felt less than cared for by the customer service representatives with whom you interacted about this matter in Chat sessions. Therefore, insofar as this is your first order with Zenni, and to show that we do care about you, we are going to make a further one-time customer service exception on your behalf to ask our lab to remake these eyeglasses for you for free. You will not have to return the eyeglasses with the color splotches on the frame to obtain this remake. You should receive an email from our lab later tonight or tomorrow, confirming the new order number of the remake of your near-range workspace progressive eyeglasses with Blokz® in a new frame 780724. Of course, we will ask our lab to confirm that the frame is in good condition before they remake the glasses in this frame. We hope that this remake will resolve this matter to your satisfaction and demonstrate that we care about you as a Zenni customer.

Thank you for posting your Zenni review of the most recent order for eyeglasses you placed with us. We were sorry to learn that the prescription was entered incorrectly on the order, with -0.75 in the right eye (OD) Sphere, whereas the prescription copy you provided shows that both the right and left eye (OD) should have 0.00 in the Spheres. Consequently, we apologize for any disappointment you experienced as a result. Our policy for refunds when the customer enters the prescription incorrectly is either a 100 percent refund of the price of the glasses 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. You advised that rather than the 100 percent store credit refund, you would prefer a 50 percent refund to the credit card you used to pay for the order. Therefore, on April 21,2022, we removed the $43.32 store credit we had issued on April 19,2022, and replaced the 100 percent store credit refund with a 50 percent credit card refund, $21.66. Since you state that we “messed up the prescription,” we want to confirm that when a customer enters the prescription correctly, and they cannot see well with the eyeglasses, we will invite them to return the glasses for an inspection. If our inspection finds any manufacturing errors on the glasses, we can offer to remake them for the customer for free. However, when the customer enters something on the prescription incorrectly, as happened in this instance, the options are the 100 percent store credit refund or the 50 percent credit card refund. We hope that this clarifies our policies to your understanding.

Thank you for posting your Zenni review of your status regarding our Rewards program. We are sorry to confirm that, unfortunately, we cannot retroactively apply Rewards status to orders placed before you became a Rewards customer, and we apologize for any dismay you experienced as a result. However, we can confirm that now you are a Rewards customer, starting with your order o4723276142, and that subsequent orders you place will apply to our Rewards program. We hope that you will place subsequent orders and take advantage of the benefits of our Rewards program.

Thank you for posting your Zenni review of the issues you encountered with your most recent order, specifically the one-time-use promo code you used toward the payment of the order, the appearance of the frame you selected, and your vision through one of the lenses of these eyeglasses. We are sorry to confirm that a promo code cannot be reissued, and we apologize for any disappointment you experienced as a result. You say that the frame you received – full-rim, rectangular, titanium, gold frame 137514, with a frame width of 139 millimeters – does not resemble the picture of the frame on our website, and we apologize for this matter, as well. Since you advise that the frame looks different from the picture of the frame on the website, if you take a picture of the frame and email it to us, at [email protected], putting your order number, o4442217801, in the subject line of the email, we will scrutinize the picture, and if it does not resemble the picture of frame 137514 on our website, we can offer to remake the glasses in frame 137514, insofar as you posted your review within this order's 30-day warranty period, which starts the day the glasses are delivered. We were also sorry to read that you are experiencing a vision issue with one of the lenses of these single-vision gray photochromic (light-sensitive, auto-tinting) eyeglasses with our Blokz® blue-light-blocking feature, and that you had to wait a long time to speak with a supervisor regarding the issues you experienced with these eyeglasses. Although we emailed you instructions to return the eyeglasses to us for a 100 percent refund, you may instead return the glasses for an inspection, since you advise that there is a vision issue with one of the lenses. Please also advise in the body of the email of the issue you are experiencing with your vision through the problematic lens, and please advise whether it is the right or left lens. Therefore, when you email us the photo of the frame, please also email us a copy of the prescription you used to place the order, and if the pupillary distance (PD) is not on the prescription, please advise how the PD was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered the prescription and PD correctly, and a review of your orders shows that you entered these items the same way on your three orders with us, we will accept the glasses back for an inspection, and when we have inspected the glasses, we will email you the inspection results. We look forward to your email with the picture of the frame, the copy of the prescription, and your description of the vison issue you are experiencing. We hope that when we receive this email, we will be able to take steps to resolve this matter to your satisfaction.

Thank you for posting this review of the eyeglasses you purchased from Zenni Optical.
We are sorry that you had difficulty adjusting your frame to fit comfortably, and we would like to call your attention to an infographic on our website that provides tips on how to make minor adjustments at home. We hope you will take some time to view these tips at this link: https://www.zennioptical.com/how-to-adjust-your-eyeglasses. However, insofar as you mentioned that the glasses are small, there is a possibility that the frame is not an appropriate size for you and making minor adjustments will not produce a more comfortable fit; consequently, we apologize for the disappointment you may experience as a result. In regard to the quality of the frame, we want to say that the frame you purchased, frame number 461821, is a stainless steel frame, and that this material is typically known for being lightweight and for its durability and strength. Therefore, we do not expect that you will experience any issues regarding quality with your frame; however, if you are not happy with this frame and you wish to return it, we invite you to call us at 1-800-211-2105, email us at [email protected], or chat with us live by clicking on the floating button marked Support that appears near the bottom-right corner of any page on our website. Your glasses are still covered by a 30-day warranty, which began the day they were delivered to you, and during this time you may return glasses to us for any reason. In accordance with our return policy, you may return your glasses for one of two return options - a 50% refund (excluding the shipping fee) applied to the credit card you used to make the purchase, or 100% store credit, excluding the shipping fee, which you may use to purchase a different and better-fitting frame from the Zenni website. In addition, we want to explain that the frame you purchased has an overall width of 141 millimeters (mm), however, there are many larger frames available on our website. If you know what size you need, you may use the size filter while browsing to narrow your search results by size. If you are not sure of what size you need, we recommend that you measure a frame that fits you well to learn the dimensions of the frame, then you may use the filter to find frames of the same or similar dimensions. Here is a link to an article on our website that shows you how to measure accurately: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. We hope you find this useful.
We are also sorry to learn that you did not want lined bifocal lenses for your frame; however, the options for lens type on our website are Single Vision, Bifocal, which are lenses with two fields of vision with visible lines across the lenses, or Progressive, which are lenses with three fields of vision without visible lines across them, and a review of the details of your order indicates that you selected Bifocal lenses with visible lines. You may confirm your selection by logging in to your Zenni account and viewing the details of your order. If your intention was to purchase Progressive no-line multifocal lenses, we again encourage you to contact us to return the glasses, and we recommend that you return them for store credit, which you may use to order a new pair of glasses in a frame that will fit you better and with the correct lens type. If you want to return your glasses, we hope that you will contact us and let us know which of the previously mentioned return options you wish to accept, and a representative will be happy to email you a prepaid return shipping label that will cover the cost of return shipping. We hope you will consider contacting us soon so that we may resolve this matter quickly and to your satisfaction.

Thank you for posting your review on the Sitejabber website of your experience ordering sunglasses from Zenni. We were sorry to read your description of your experience ordering sunglasses from us, which includes your objection to our return policy, and we apologize for any dissatisfaction you experienced as a result. Unfortunately, no information was included with your review that identifies an order you have placed, so we regret that we are unable to look up your order, research this matter, and respond to your concern. Therefore, we invite you to reply to this response to your review with your Zenni order number, the email address that is your Zenni username, and your first and last name. We look forward to receiving your response with this information, so that we may look up your order, research this matter and respond to your concern.

Thank you for posting your Zenni review of the Express shipping time of your most recent eyeglasses order, o4653616621, placed on April 5,2022. We were sorry to read that the Federal Express website advises that these glasses should be delivered to you on Wednesday, April 20,2022, the 11th business day after the order was placed, which is one day past the 5-10-business-day delivery-time promise for Express shipping to U.S. residences. Therefore, we are going to ask our lab to refund the $18.95 Express shipping fee to the credit card you used to pay for the order. You should receive an email from our lab later tonight or tomorrow, confirming this $18.95 Express shipping fee refund with a transaction number. We hope that the two pairs of glasses will be delivered to you no later than Wednesday, April 20,2022, and we also hope that when you receive the glasses you will be happy with them.

Thank you for posting your Zenni review of your experience with the delivery of your single-vison distance glasses, from your order o4530046846, placed on February 15,2022, for which we were sorry to learn that the U.S. Postal Service provided an incorrect tracking number, and that the eyeglasses broke soon after you received them. Consequently, we apologize for any dismay you experienced due to these matters. Although we see that you had an online Chat with us regarding the incorrect tracking number, we were also sorry to see no notes in the database record of the order indicating that you contacted us about the full-rim, rectangular, flexible-plastic, black frame 2018921, with a frame width of 137 millimeters, which we were also sorry to learn broke. Insofar as you advise that the glasses broke within a week after you received them, even though you did not contact us within the 30-day warranty period of the order, which starts the day the glasses are delivered, we will be happy to make a customer service exception to extend the warranty period on your behalf to send you a free replacement frame 2018921, so that you may install the prescription lenses from the frame that broke into the new replacement frame. Here is a how-to video, How to Replace Lenses in a Full-Rim Frame, https://www.zennioptical.com/c/how-to#howto-replace-fullrim, found toward the middle of the bottom of every page of our website, which provides instructions explaining how to swap the lenses from the broken frame into the rims of the new replacement frame. If you would like to receive a free replacement frame 2018921, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and please provide your order number, o4530046846, and your frame number, 2018921, to the customer service representative who answers. We will send you a free replacement frame 2018921. However, if you would prefer to return the glasses to us for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them – please advise the customer service representative of your choice for one of these refund options rather than a free replacement frame 2018921, and we will email you instructions to return the glasses for the refund option you select. We will also email you a prepaid mailing label to 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 to request the replacement frame or emailed instructions to return the glasses for one of these refund options, please put your order number, o4530046846, in the subject line of the email, and in the body of the email please advise that you would like either a free replacement frame 2018921 or emailed instructions to return the glasses for one of the outlined refund options, as well as the prepaid mailing label to use for return postage. Once again, we were sorry to learn that the post office provided an incorrect tracking number for the delivery of this order and that the frame broke. We hope to hear back from you with the request for the free replacement frame or the request for the emailed return instructions for the refund option you select, and the prepaid mailing label. We also hope that these options we offered will resolve this matter to your satisfaction.

Thank you for posting your Zenni review of your full-rim, plastic, translucent, prescription goggles frame 742823, with a frame width of 142 millimeters, from your order o4520587152, placed on February 10,2022, breaking. We were sorry to learn that this goggle frame broke, and we apologize for any dismay you experienced as a result. We were also sorry to learn that after we sent you a replacement frame 742823, this frame also broke when you were trying to install the prescription lenses in this replacement frame. Consequently, we apologize for any further dismay you experienced as a result. Therefore, we want to invite you to return the broken frames and the lenses to us, and we will install the lenses in a new frame 742823. Please telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you with emailed instructions to return the broken frames and prescription lenses to us, and we will be happy to put the lenses in a new frame. We will also email you a prepaid mailing label to 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 Zenni page. You may also email us, at [email protected], and if you choose this communication method, please put your order number, o4520587152, in the subject line of the email, and in the body of the email please advise that you want to return the glasses for repair or a remake. We will email you the instructions to return the glasses to us for the inspection and repair and remake, and we will also email you the prepaid mailing label. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.