Zenni OpticalReviews 4,144

Thank you for posting this review, which gives us an opportunity to address these issues.
We are sorry that your glasses do not fit well and that the instructions we provide on our website for simple, at-home adjustments were not helpful. We are also sorry to learn that you emailed us and did not receive a reply. We have checked our database and will confirm that we found your unanswered email, which appears to have been rerouted to the wrong place. We sincerely apologize for this oversight. We see that in your email you asked for a new frame for your lenses. We wish to advise that only a new frame of the same style and size would work for your lenses; therefore, a replacement frame will fit just as poorly as the original frame. However, insofar as you emailed us prior to the expiration of the warranty on your glasses, we are happy to extend the warranty period to allow you to return the glasses. We recommend that you return the glasses for 100% store credit, which excludes the shipping fee, and you may use the credit to purchase a different, better-fitting frame. If you wish to return your glasses, please respond in a private message to confirm that this is what you want, and we will email you a prepaid return shipping label and a return authorization letter.
Additionally, we want you to know that the best way to find a frame that fits is to measure one that you already own, and that fits well, and use the measurements of that frame as a guide to choose one of a similar size on our website. Here is a link to an article on our website that explains how to measure a frame accurately: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. We hope you find it helpful. We also hope that you will respond soon so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the standard progressive eyeglasses you most recently received. We were sorry to read your comments that the standard anti-reflective coating you selected is not reducing the glare from sources such as streetlights at night, and that the gray photochromic feature is not turning the lenses as dark as you had hoped. Consequently, we apologize for any disappointment you experienced as a result. Regarding the anti-reflective coating, we want to confirm that this feature reduces, but does not prevent glare on the lenses. In addition, the photochromic feature works best under optimum conditions, which are cold, sunny days. However, this order is only approximately one week outside its 30-day warranty period, which starts the day the glasses are delivered. Therefore, we will be happy to make a one-time customer service exception to extend the warranty period on your behalf, so that you may return these eyeglasses to us for an inspection of the anti-reflective coating and photochromic feature. If our inspection finds that the anti-reflective coating is not working properly, and if the lenses are not getting as dark as they should when they are outside in direct sunlight, we can offer to remake the glasses for you for free. Therefore, 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 inspection. 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, o4149367193, in the subject line of the email, and in the body of the email please advise that you are requesting emailed instructions to return the glasses for an inspection of the anti-reflective coating and the photochromic feature. We will email you the instructions to return the glasses to us for the inspection, 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.

Thank you for posting your Zenni review of the standard progressive eyeglasses you ordered with our Blokz® blue-light-blocking feature. We were sorry to read that the frame you selected – full-rim, cat-eye, mixed-material, green frame 7822224, with a frame width of 137 millimeters – is too small to fit you well, and we apologize for any disappointment you experienced as a result. This order was delivered to you on September 23,2021, according to the Federal Express website. Nevertheless, even though it is five days 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 to extend the warranty period on your behalf and invite you to return these 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 the glasses. Therefore, please telephone Zenni Customer Service, at 1-800-211-2105, and please provide the order number, o4155752778, to the customer service representative who answers. They 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 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. In addition, 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.