Zenni OpticalReviews 4,144

Thank you for posting your Zenni review of our policy when a customer’s frame breaks. We were sorry to learn that your full-rim, square, Ultem, black frame 6499621, with magnetic snap-on sunshades and a frame width of 139 millimeters, from your July 13,2021, order, o4007433279, broke. Consequently, we apologize for any dissatisfaction you experienced as a result. We want to advise that if a customer contacts us to advise that their frame has broken during the order’s 30-day warranty period, which starts the day the glasses are delivered, we can send the customer a free replacement frame. However, when the customer reports that their frame has broken past the 30-day warranty period, we advise that their option is to purchase the frame with free, nonprescription lenses, which we see that you did today, December 2,2021, in your order o4341716380. When you receive this frame with the nonprescription lenses, here is a link to a how-to video, found toward the middle of the bottom of every page of the Zenni website, How to Replace Lenses in a Full-Rim Frame: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. If you would like a customer service representative to talk you through the lens-replacement process, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be happy to talk you through the lens replacement process. We apologize again for your frame breaking, and we hope that this information is helpful, and that installing the prescription lenses into the rims of the new frame will resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the two pairs of eyeglasses on your first order, in frames we were sorry to read did not fit you well. Consequently, we apologize for any disappointment you experienced as a result. The frames you selected are full-rim, browline, mixed-material, black and gold frame 195421, with a frame width of 144 millimeters; and full-rim, square, plastic, translucent frame 127923, with tortoiseshell temple arms and a frame width of 142 mm. The U.S. Postal Service website advises that this eyeglasses order was delivered to you on October 18,2021. Therefore, even though this order is outside its 30-day warranty period, which starts the day the glasses are delivered, we will be happy to make a one-time customer service exception on your behalf, insofar as this is the first order you placed with us, to extend the warranty period to enable you to return these two pairs of eyeglasses 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 the glasses. If you would like to pursue one of these refund options, we invite you to 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 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 Zenni page. You may also email us, at [email protected], and if you choose this communication method, please put your order number, o4205069522, 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 to us for the refund option you select, and we will also email you the prepaid mailing label. If you select the 100 percent store credit option, and you would like to place another order for frames that will fit you well, and use the store credit toward the payment, we want to recommend the information we provide in an infographic found toward the middle of the bottom of every page of our website: How to Measure Your Frame Size: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure the dimensions of each element of a pair of eyeglasses you have now that fits you well and looks good on your face, so that you may shop for a frame on our website with similar dimensions. It does not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. We also have information in our Help Center that is very useful for determining the frame size you need for a frame to fit you well: https://help.zennioptical.com/hc/en-us/articles/360049904633-How-Do-I-Find-My-Frame-Size-. We hope that this information is helpful, and we very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of your eyeglasses order that included two pairs of distance-vision eyeglasses and two pairs of single-vision reading glasses. We were sorry to read that the two pairs of distance-vision eyeglasses did not work out for you, and we apologize for any dissatisfaction you experienced as a result. Since you complained that one of the pairs of single-vision distance glasses had thicker lenses than the other frames, this pair of eyeglasses may have been the ones in full-rim, browline, mixed-material, tortoiseshell and silver frame 195425, with a frame width of 144 millimeters, a lens width of 51 mm, a lens height of 43 mm, and a frame weight of 24 grams, since the frame and lens widths are wider than those of the other pairs of glasses you ordered, and it also has our Blokz® blue-light-blocking feature, which may add some thickness to the lens. The other pair of glasses you returned was full-rim, oval, plastic, brown frame 125915, with swirly designs on the temple arms and a frame width of 134 mm, a lens width of 47 mm, a lens height of 37 mm, and a frame weight of 23 grams. The two near-vision eyeglasses you kept were in full-rim, browline, mixed-material, brown pattern frame 7822015, with a frame width of 133 mm, a lens width of 46 mm, a lens height of 39 mm, and a frame weight of 22 grams; and full-rim, cat-eye, acetate, spring-hinged, faux woodgrain brown frame 629615, with a frame width of 134 mm, a lens width of 49 mm, a lens height of 33 mm, and a frame weight of 25 grams. Because you had issues with the size of the single-vision distance glasses, we want to want to recommend the information we provide in an infographic found toward the middle of the bottom of every page of our website: How to Measure Your Frame Size: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure the dimensions of each element of a pair of eyeglasses you have now that fits you well and looks good on your face, so that you may shop for a frame on our website with similar dimensions. It does not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. We also have information in our Help Center that is very useful for determining the frame size you need for a frame to fit you well: https://help.zennioptical.com/hc/en-us/articles/360049904633-How-Do-I-Find-My-Frame-Size-. We hope that this information is helpful.

Thank you for posting your Zenni review of your experience with your most recent eyeglasses order. We were very sorry to learn that your order o4253291802, placed on October 26,2021, was mistakenly sent to a different Zenni customer, and that you received this customer’s eyeglasses instead of yours. Consequently, we profusely apologize for this lapse in service. We remade your eyeglasses in order o4273012007, placed by us on November 3,2021, and we sent these eyeglasses to you via Federal Express, which confirmed that they delivered the glasses to you on November 11,2021. We apologize again for sending the previous order to an incorrect address, and we hope that you are satisfied with these remade eyeglasses.

Thank you for posting this review of your recent purchase from Zenni Optical.
We are sorry to read that your frame does not fit well, and we apologize for the disappointment you may experience as a result. We want you to know that the return period for your glasses is 30 days from the day they were delivered to you, and according to the USPS tracking history of your order, your glasses were delivered on November 1st. Consequently, the return period for your glasses expires today. However, we would be happy to extend the warranty for you should you decide to return the glasses and try again to find a frame that is the right size. If you wish, you may return the glasses for store credit, which will exclude the shipping fee, then use the credit to purchase another pair. Additionally, here is the link to an infographic on our website that tells you how to measure a frame accurately: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. We hope you find it helpful.
If you would like to return your glasses, 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 Support button that appears near the bottom-right corner of any page on our website and one of our representatives will eagerly assist you by emailing you a prepaid return shipping label and return instructions. We hope that you will contact us so that we may resolve this matter quickly and to your satisfaction.