Zenni OpticalReviews 4,144

Hi. Thank you for posting your review, which gives us another opportunity to address this matter.
We are sorry that you are dissatisfied with your purchase of our Near-range progressive lenses. We wish to explain that this progressive design option is specialized for situations that require enhanced near vision. It provides clarity within approximately 3 feet and it is not intended for use beyond that distance. If you intend to use a pair of progressive lenses for up-close activities such as reading a book, and for computer reading, as well as for far away vision, the only appropriate design option is the Standard progressive design. Consequently, we are sorry if this was not clear to you when you were asked to choose an option during the order process. Our records indicate that the representative who assisted you when you contacted us about this issue attempted to explain the difference between the Near-range progressive option you purchased and the Standard design. Our records also show that the representative advised that you may return the glasses for store credit, and further explained that you may use the credit to purchase the Standard design; however, if any confusion or uncertainty remained, we apologize, and we hope we have clarified the issue for you here. Based on the description in your review of the intended use for your glasses, we are confident that the Standard progressive design is what you need, so we hope that you will return the Near-range glasses for store credit, so that you will have the funds to purchase the Standard option. If you decide to return the glasses, we invite you to let us know in a reply to our already existing email thread and a representative will email you a prepaid return shipping label and return instructions. In addition, if you are unsure of how to order Standard progressive lenses, please let us know, and any of our agents will be happy to assist you by walking you through an order from beginning to end if necessary. Thank you again for posting this review.

Hi. Thank you for posting this review.
We are sorry that you are unable to see clearly with your new glasses, and we apologize for the dismay you may experience as a result.
Your glasses are covered by a 30-day warranty, which began the day they were delivered to you, and during this period you may return them to us. We see no records in our database indicating that you have already contacted us about this issue, so we encourage you to call our Customer Service department at 1-800-211-2105, email us at [email protected], or chat with us live by clicking on the floating Support button that appears near the bottom-right corner of any page on our website. When you contact us, please provide your order number and have your prescription and pupillary distance (PD) handy. If you do not have a copy of the prescription, but you used the same prescription for a previous pair or Zenni glasses that worked well for you, please provide the order number for those glasses as well. A representative will be happy to compare the prescription and PD from your doctor or the prescription and PD from the previous order to the prescription and PD entered on the recent order to confirm that they were entered correctly, and if it they were, we will provide a prepaid return shipping label and ask you to use it to return the glasses to be inspected. Upon completion of the inspection, if the results indicate that the glasses were manufactured incorrectly, we will remake them for you. However, if a review of the prescription details confirms that either the prescription or PD were entered incorrectly on the order, you may choose to return the glasses for one of two refund options – either a 50% refund to the credit card you used to pay for the order, excluding the shipping fee, or 100% store credit, excluding the shipping fee, which you may use to reorder the glasses with the correct prescription and/or PD. A prepaid return label will be provided for you in either scenario. We hope you will contact us soon so that we may resolve this matter to your satisfaction.