Zenni OpticalReviews 4,144

Thank you for posting your Zenni review of the most recent pair of eyeglasses you received, a pair of standard progressive glasses with an amber photochromic (light-sensitive, auto-tinting) feature. We were sorry to read that the lenses do not get very dark, and that their color does not appear to be amber. In addition, we were also sorry to read that the pupillary distance (PD) seems off. Consequently, we apologize for any dissatisfaction you experienced as a result. We see that you used a dual PD on this order, o4140052796, 30.5 millimeters for each eye. For the two orders you placed most recently prior to this one, o3243245192, placed on September 1,2021, and o3241199813, placed on September 1,2020, you used dual PDs of 31 mm (right eye, OD) and 31.5 mm (left eye, OS). Insofar as you posted this review within the order’s 30-day warranty period, which starts the day the glasses are delivered, if you do not contact us again until after you return from your vacation, this order still will be covered under the warranty. If you were to email us a picture of the lenses after they have been outside in the direct sunlight for approximately 5 minutes, at [email protected], and if you put your order number, o4140052796, in the subject line of the email, we will be happy to peruse the picture to see if the lenses look amber and if they seem dark enough. We want to confirm that our generic photochromic feature works best under optimum conditions, when it is sunny and cold outside, and that the lenses should get approximately 50-60 percent dark. If you email us a picture of the lenses and they do not appear to be dark enough, or amber, we can offer to remake the glasses for you for free, or if we cannot determine whether the photochromic feature is defective, we will email you instructions to return the glasses for an inspection of the photochromic feature. We will also email you a prepaid mailing label you may use for return postage. Moreover, if any aspect of the prescription or PD seem off, as you indicate, you may return the glasses to us for an inspection of this matter, as well. To obtain instructions to return the glasses for an inspection, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have a copy of the prescription you used to place the order handy, because the customer service representative will ask you to read the prescription to them to confirm that it was entered correctly. If the PD is not on the prescription, please be prepared to advise how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered the prescription and PD correctly, we can invite you to return the glasses for an inspection. We will email you the instructions to return the glasses for the inspection, and we will also email you the prepaid mailing label to use for return postage. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. But if it turns out that something was entered incorrectly on the order, or if we receive and inspect the glasses, and our inspection finds them to be correct, we can return the glasses to you or issue 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 order. 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 attach a copy of the prescription. If the PD is not on the prescription, please advise how it was obtained. If the prescription matches what you entered, we will email you the instructions to return the glasses for an inspection and we will also email you the prepaid mailing label to use for return postage. If the prescription does not match what you entered, we will email you to ask if you would like to receive the 100 percent refund in the form of store credit to your Zenni account or the 50 percent refund to the credit card you used to pay for the order. We will email you the instructions to return the glasses for the refund you select, as well as the prepaid mailing label. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Hi. We will confirm that aside from nose pads, we do not have replaceable parts of our frames in stock. Therefore, if a frame is damaged after the warranty period has ended, we encourage customers to purchase the entire frame with free, non-prescription lenses, then they may remove the non-prescription lenses from the frame and replace them with their prescription lenses. Our records indicate that after contacting us, you purchased a new frame with non-prescription lenses. We trust that you were able to swap the lenses successfully. We truly are sorry that we could not provide the part of the frame that you needed, and we appreciate your feedback on this issue and we will be sure to forward your comment to the appropriate team member to be taken under consideration. Thank you for posting your review.