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Zenni Optical Reviews Summary
Zenni has garnered a mixed reputation among customers, with notable strengths in product variety and affordability, particularly for fashionable frames. However, significant concerns arise regarding the quality of the glasses, with frequent complaints about incorrect prescriptions, poor craftsmanship, and shipping delays. Many customers express frustration with customer service, citing slow responses and inadequate support for returns and refunds. Overall, while some customers remain satisfied with their purchases, a growing number report dissatisfaction, indicating a need for the company to enhance its quality control and customer service practices to improve overall customer experience.
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Live my new red Zennis! This is my econd order from Zenni... return customers show that they are great!
The customer service and returns are always easy. The glasses are good quality for the price.
Was very happy with the timeframe of receiving the new glasses.
I ordered a pair of glasses first and had to return them because I just couldn't get them adjusted so they'd work for me. I received credit. A short time later I ordered some sunglasses. They worked out just fine. I really like the frames I picked and have gotten lots of compliments on them. Zenni did a good job with the sunglasses. I still have a partial credit left to use next time.
Ordered two sets of glasses (one pair sunglasses and one as progressive bifocals) and the glasses were done well, frames fit, and they were delivered within a couple of weeks. Best part... the cost for both glasses was nearly a third of the cost of a pair at a local optical shop.
Overall I was pleased with my experience with Zenni. The process to select and order glasses was easy and there were lots of great options. My glasses were of excellent quality and they fit and work great. Very happy with the product. The issue I ran into (and it's an important one) was with the USPS shipping service. Zenni advertises 14 days to receive your order after it is placed. In my case it was closer to 5 weeks. This is because Zenni uses USPS for shipping whose recent policy changes have led to very long shipping times and unreliable tracking.
I received notice from Zenni in a reasonable time that my order had shipped. But for several weeks after that the USPS tracking information did not update whatsoever. In other words my package sat at USPS and didn't move for several weeks. I will say that Zenni was responsive with regard to customer service on the matter. They addressed my concern about my shipment within 24 hours and had an answer for me in a reasonable time. Unfortunately, their answer was that USPS sometimes gets overwhelmed with too many shipments and simply can't update their tracking or keep up with promised ship times. Once your package gets caught in that shipping vortex Zenni says you have two options. You can cancel your order altogether or you can wait another week and hope the package gets delivered to you. If it doesn't arrive within that extra week you can notify Zenni that the package never showed up and Zenni will make you another pair of glasses. But then you are right back to waiting another 14 days for glasses and right back to using USPS shipping again. In the end my glasses finally arrived nearly 5 weeks ordering them. So my only criticism is that Zenni should find another shipping option besides USPS. USPS has been cut off at the knees by it's current man in charge and that has made them far and away the worst shipping option for online commerce. Outside of that, Zenni itself is awesome.
Thank you for posting your Zenni review of the first order you placed with us and the shipping time of the order. We were happy to read that you feel that the order process was easy, that we had a lot of great options, that your glasses are of excellent quality, and that they fit and work great. Of course, we were sorry to read your comments about the shipping time and lack of updates at the U.S. Postal Service website, and we apologize for any dismay you experienced due to this matter. You placed your order on October 31,2021, and the post office website states that it was delivered to you on November 20,2021, 20 days after you placed the order, which was within the 14-21-day delivery-time promise for Standard shipping to U.S. residences. Had the glasses been delivered to you on November 22,2021, or any time after this date, the order would have been late, and we would have refunded the $4.95 Standard shipping fee to the PayPal account you used to pay for the order. We hope that this clarifies our delivery-time promise for Standard shipping to U.S. residences, and we want to mention that we also offer Express shipping, for $18.95, which comes with an eight-12-day delivery-time promise. Nevertheless, we thank you again for taking the time to post your comments about the shipping time and your very gratifying remarks about the glasses.
This process was very good. The only issue I had was getting the prescription written in correctly. I wish the prescription was a standard format from the optometrists so that Zenni could use that, but they had enough prompts for possible variations that I was able to make it work.
I will say, I would have stopped at that point if I had not already purchased a good pair at the office, as I had my doubts right up to the moment the glasses arrived. Having been through the process once, I cannot imagine going back to the very high prices at the office. My bifocals came to me perfect in look, fit and focus point.
Actually I would have loved the glasses but when putting in my prescription I missed one so the prescription ended up being wrong but I do want to comment on the Return process which is pretty simple so Kudos for that …. And the representative who helped me was very helpful….
A lot faster delivery than expected, it was easy to order overall very wonderful!
I like the look of the glasses. However I feel like the fit just isn't right. I was getting headaches from behind my ears so I got them adjusted at my eye doctor and I find myself still having some discomfort. I wish they were angled differently but when I angle them how I'd like them on my face, the arms are too high on my head and don't rest on my ears. They are uncomfortable when I lay on my side with them on when I'm watching TV, and I don't have that problem with my other classes. I also got the anti-fog lenses and cleaned them + used the activator cloth before I went to work and had to wear a mask all day. Glasses still fog up but there is a noticeable difference… for the first half of my shift. About 7 hours into my 13 hour shift my glasses started fogging up a lot more. I'm not sure if I should be taking the anti fog cloth with me and reapplying it throughout the day? I checked out the return policy and it seems you get a 50% store credit so I'd lose money if I returned these. So I'm just keeping them.
Thank you for posting your Zenni review of the first pair of eyeglasses you ordered from us, in full-rim, rounded-corner square, acetate, translucent frame 2031523, with flexible-plastic temple arms and a frame width of 144 millimeters. We were sorry to read that you could not adjust the frame so that it would be comfortable to wear, and we apologize for any dissatisfaction you experienced as a result. We were also sorry to read that you found the anti-fog feature of the anti-reflective coating ineffective, and we apologize for this matter as well. Regarding the refund options available if you were to return these glasses to us, we want to confirm that, since this order is only one day outside its 30-day warranty period, which starts the day the glasses are delivered, we of course will extend the warranty period on your behalf if you would like to return the glasses to us for one of our two refund options – contrary to what you stated in your review, our store credit refund option is a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, not a 50 percent refund, although a 50 percent refund to the credit card you used to pay for them is the alternative refund option. In addition, here is a link to the information we provide on our Help Center’s Anti-Fog Glasses page, https://www.zennioptical.com/anti-fog-glasses, which we hope will provide helpful information explaining how to use the anti-fog applicator cloth. If you choose to return the glasses for the 100 percent store credit refund, we also would like 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. If you would like to return these glasses to us for one of the outlined 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, o1579986006, 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. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.
Very happy with all of my purchases from zenni…this is at least the 5th pair over the years. Great glasses, great price, and came pretty quickly as well.
Quick delivery and the glasses were just as I had hoped. My vision was perfect with the glasses on. Thank you Zenni!
Tried Zenni cause my insurance only covers frames once every other year and my son and an astigmatism that changes with every growth spurt. They a perfect for the price point. My son is kinda rough so not really sure they will hold up but too soon to tell.
I have ordered many times and will continue to do so. They work perfectly
From the business
Our factory-direct, online model allows us to offer all the same high-quality lens options that you’d get from an optician and traditional brick & mortar retail at 1/10th of the price.
Ready to revolutionize the way you buy glasses? At Zenni, we believe everyone should have access to high-quality, affordable eyeglasses. With over 4,000 frames and prices starting at $6.95 for single-vision prescription glasses, you don't have to limit yourself to just one pair when you order glasses online. Express all facets of your personality with our low-priced eyeglasses and sunglasses in every style, shape, and color imaginable.
Use our virtual try-on to see how your favorite frames will look instantly – try a pair of online eyeglasses without the risk! Once you've placed an order for eyeglasses online, your glasses are individually crafted at our state-of-the-art manufacturing facility and shipped directly to you.
We also offer multiple shipping options including our new 2-3 Bu...
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you for posting your Zenni review of your experience with the two orders you placed with us. We were sorry to read that your first order, o4071217824, placed on August 9,2021, for standard progressive eyeglasses in full-rim, acetate, spring-hinged, geometric hexagonal tortoiseshell frame 4442225, with a frame width of 133 millimeters, did not work out for you. Consequently, we apologize for any disappointment you experienced as a result. You used the 100 percent refund of the price of these glasses we issued in the form of store credit to your Zenni account when you returned these glasses toward the payment of your next order, o4265571055, placed on October 31,2021, for standard progressive polarized gray sunglasses, in full-rim, round, acetate, spring-hinged, tortoiseshell ombre frame 4449925, with a frame width of 135 mm and little heart-shaped ornaments on the sides of the rims. We were delighted to read that you are satisfied with these sunglasses, and that you get many compliments on the beautiful frame. Ms. Empson, we thank you again for taking the time to post your gratifying remarks. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.