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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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Do not buy eye glasses from
ZENNI OPTICAL
They were suppose to make progressive lenses for me but they are single vision.
I have never ordered single vision. Been ordering progressive for years.
(Thought I was going crazy.)
Had the glasses checked locally.
Zenni denied refunding me.
They told me it's been over a month but I haven't been able to go to the opticians until today.
One month warranty? Wtf. They made them wrong and I paid for progressive lenses not single vision.
The sunglasses I ordered for a petite face were unusable. Horrible quality and the lenses were so dark I couldn't see though them. The frames were super flimsy, painful, and I couldn't leave them on for more than a minute since they were so uncomfortable. They look like they should be for a VERY very small child, even though they are advertised for petite women. After speaking with several customer representatives, they offered to refund me half of my money back... only after I shipped the glasses back for company inspection. Apparently the glasses met their "quality standards" and so I had the option to either get half my money back or use the money toward another pair. Given what I now know of their "standards of quality", I refuse to try a different pair. While the customer service agents are nice, they are bound by Zenni's ridiculous return policies. They also claim to have emailed me several times, which I never received. Please don't make my mistake, and just go with Warby Parker if you are looking for good glasses from an online site.
Hi. We are sorry that the frame you selected did not fit and that the tint selected was darker than you expected. We are also sorry that you do not agree with the inspection of the glasses, which concluded that there were no errors detected, that both the tint on the lenses and size of the frame were as they should be and as advertised on our website. We wish to explain that if glasses are returned to be inspected and the inspection detects any physical or prescription errors, Zenni will remake the glasses. However, when no errors are found, you may choose from one of two standard return options - either 50% refund to the credit card that was used to pay for the order, or 100% store credit which, in this case could have been used to purchase a frame of a bigger size and with one of the lighter tint options Zenni offers. Insofar as you mentioned in your review that you did not want to try another pair, we presume that you chose the partial refund, and we trust that the refund was processed in a timely manner.
Thank you for posting your review.
Ok so I bought 3 PAIRS of glasses from zenni and I also paid extra for 8-12 dayvshipping ( I believe).
So, I placed my order on 9/29 and I paid over 20 bucks from r expedited shipping.
Now after waiting patiently, I reached out to a virtual operator… He reassured me that my shipping fees would be fully refunded and that he would escalate my complaint.
Mighty funny, that after my complaint… my order was shipped out that same night! So needless to say, I will be following up on my shipping refund... but… I do love the glasses… it's principalities involved at this point.
Thank you for posting this review of your recent purchase from Zenni Optical, for which you paid for the Express shipping option, which promises delivery within 8-12 days. We wish to confirm that if we do not meet the delivery expectation, you are entitled to receive a refund of the shipping fee. If you were advised that this fee would be refunded, please rest assured that the coincidence of the order being shipped on the same day as your inquiry, would in no way nullify the promise of a refund. If you have not received the refund yet, please email your order number to us at [email protected] and we will check on the status then follow up with you within 48 hours. We trust that you received your new Zenni glasses since posting your review, and we hope that you are pleased with them.
The eyeglasses are several weeks late and when I call customer service I am on hold pretty much forever with no human ever coming to the line. No response to emails. I'm going to have to contact my bank because I never received the item and Zenni clearly has no interest in resolving it.
Response 10/15/2021
We are sorry to read that your order is late and that you have not been able to reach us by phone. We are also sorry to know that you have not received a response to your emails, and we apologize for the frustration you may have experienced as a result. We are not aware of any phone or email issues that would prevent our phone agents from answering or that would prevent our email agents, who typically respond within 24 hours, from responding to your email, so we will be sure to report the issue to the appropriate department to ensure that any unresolved issues get fixed.
Your order number is not displayed with your review; therefore, we ask that you email it to us at [email protected] so that we may check the delivery status of your order. We look forward to hearing from you soon so that we may quickly resolve this matter to your satisfaction.
The prices and quality of their products are unbeatable! They have a great selection of frames, lenses and even tints to meet every unique style and need! Prism lenses; however, are limited to +5.00 (my son needs a +6.00), and their sunglasses variety is too limited for prescription progressives because they tailor their selection based in your PD (I love oversize sunglasses, but all the available options were too small for me.) but overall, Zenni is an excellent choice for budget yet great glasses!
Thank you for posting this review of your experience with Zenni Optical.
We can confirm that the range for prism correction is limited to 5.00, and we are sorry that we could not manufacture lenses for your son for that reason. We are also sorry that you did not find a pair of sunglasses that meet your size requirements, and we wish to explain that in addition to frames that are specifically designed for sunglasses, you may choose any frame on our website and use it to create sunglasses by selecting either a standard tinted lenses, gradient tinted lenses or polarized lenses for the frame. We hope that you will try again to find sunglasses at Zenni and we invite you to call us at 1-800-211-2105 or email us at [email protected] if you need help finding something suitable.
We are thrilled to know that you are pleased with the quality and affordability of our products and we hope you will continue to choose Zenni for your eyeglasses needs for a very long time.
I was referred to this company, and am regretting it. Please see the timeline of events.
Order glasses.
Never arrive/lost?
Contact company, order glasses again.
Glasses arrive, wrong script used by Zenni, and I can't see out of them.
Issued credit by Zenni.
I re-order glasses.
CREDIT NOT APPLIED TO MY ACCOUNT. THIS IS CALLED STEALING.
Now I've paid twice, for only one pair of glasses that is allegedly on the way.
They will not issue your money back if they mess up on their end. Only credit, which was still not applied when I checked out.
Thank you for posting your review, which gives us an opportunity to address these issues.
We apologize for the difficulty you had with the delivery of your order and for the frustration you may have experienced. We are also sorry that the prescription lenses appeared to be incorrect once the glasses were delivered. However, insomuch as you mentioned that Zenni will not provide a refund when there is a manufacturing error, we wish to take this opportunity to correct this claim. We wish to clarify that if a customer reports that their prescription lenses are incorrect, it is customary for us to remake the glasses after performing an inspection and confirming that the problem is due to a manufacturing error. And if a customer declines to have the glasses remade and requests a refund, a full refund will be granted. But if the lenses are incorrect because of an error that was made by the customer during the order process, standard return options apply. Those options are either 50% refund to the credit card that was used to place the order, excluding the shipping fee, or 100% store credit, which also excludes the shipping fee, and which can be used to reorder the glasses correctly. Additionally, we wish to confirm that store credit balances appear in a customer’s Zenni account under Account Summary and must be selected on the Checkout page in order to use the credit as a form of payment for a new order. If this credit does not appear in your account, please email us at [email protected] so that we may investigate this matter and issue the credit as soon as possible, if it hasn’t already been done. We look forward to resolving this matter and hope you will contact us soon.
I've ordered many glasses from Zenni Optical company! You can not beat the quality and prices. I have even stared buying my parents glasses from here, just get the prescription from their eye doctor. I am really pleased with this agency for sure.
Thank you for posting this complimentary review of Zenni Optical.
We are delighted to read that you have several pairs of Zenni glasses and that you are happy with the price you paid for them and with their quality. We are also happy to know that you have shared your fondness for Zenni glasses with your parents. We are thrilled to have you as a customer! We hope you will continue to patronize us for a very long time.
Zenni optical offers to replace the frames only on a broken pair of glasses. (Which means I have to re-insert the lenses. *My inner voice, "Whatever, I'll just take it to my local eye shop and see how much they would charge to do this.")
The frames nor the tracking number did not arrive in my physical or electronic mailbox after 5 days. I called them and asked and they said they did not know when they would be shipped. This makes no sense. I offered to pay for FedEx so that I could get them sooner. I was willing to incur the expense of the shipping and then taking the frames to my local eye store and having them re-insert the lenses. They could not, would not meet me halfway. I asked for my money back because their glasses broke in less than a month of normal wear. I am a 50 year old chronic pain patient. I don't do dangerous physical activities. I wanted my money back for their poor service and they offered me 50%. Their product is defective and their service is inadequate. How is that 50% my fault? The live person didn't even offer store credit. I just want to be made whole. And see.
Thank you for posting this review of your recent purchase from Zenni Optical.
We are sorry to learn that your frame broke soon after you received it, and we apologize for the disappointment you may have experienced as a result. We can confirm that if a customer reports to us that their frame broke within its 30-day return period, it is our custom to replace the frame only, and we encourage customers to watch a short, but very helpful video on our website that explains and illustrates how to move lenses from the broken frame to the new one. We should also confirm that express shipping is recently and temporarily unavailable. Nevertheless, replacing lenses in a frame is a relatively simple process that can be done from home and without the help of an optical shop; however, if a customer is unable to successfully replace the lenses, or expresses disinterest in trying to replace them, we are happy to consider other options that will not incur additional cost to the customer. Therefore, we are sorry to learn from the contents of your review that this was not your experience. Your desire to be made whole by means of a store credit or refund or other method is not unreasonable. We are sorry that this matter was not resolved to your satisfaction during your previous interaction with us, and we hope you will give us another opportunity to resolve it by emailing us at [email protected]. In the email, please provide your order number so that we may find it in our database and we will respond within 72 hours. We look forward to hearing from you soon.
I have been a zenni customer for several years. This last time my glasses arrived bent and crooked (to the point that the lens was touching one side of my lashes). Since they are plastic (clear) frames I contacted customer service. They sent me "how to" bend them back in place. So they told me to heat up the lens and try to bend back in place. Didn't work. Contacted them the next day and they tell me they can send me a new frame and I would have to switch out the lens. Why not just send me a new order and I send back the old one? Or I could only get 50% refunded. First off, I purchased these expecting them to come in good working order not bent. Why do I have to mess around with the lenses? And why can I only get 1/2 my money back? I didn't bend them? They lost a customer for sure. If they keep treating their customers the way that they do they wont be in business for much longer.
Zenni glasses are fine
However if you ever need customer service or have any damaged items arrive you will find yourself out of luck
1st
Call the Phillipines
Then get told what they wont do
I can hardly expect the philipino employees to care about my glasses
When usps runs over the package with their truck
I guess thats my fault
So i dont play roulette
And i wont use zenni again
Thank you for posting this review.
We are sorry to learn that your order was damaged when it was delivered to you, and we apologize for the disappointment you may have experienced as a result. We wish to confirm that our Customer Service objectives are enforced across our global team. Consequently, when a call is taken by one of our representatives, you should receive the care and consideration you deserve as our customer no matter the location of our representative. However, if this was not your experience, we sincerely apologize. Furthermore, if the issue of the damaged order remains unresolved, we invite you to email your order number to us at [email protected] and we will eagerly resolve it to your satisfaction. We hope you will email us soon.
If you need progressives, don't buy these. Single distance lenses for light RX are ok
If you have a strong scrip or want progressives, they use low quality type and you won't be able to see at any focal distance. You can either pay 50% of the cost and give back the glasses or get a 1 x store credit for the same thing.
Thank you for posting this Zenni review, which gives us an opportunity to address this matter. We wish to clarify that our lab is equipped to manufacture single vision lenses as well as bifocal and progressive lenses in a wide range of prescription strengths. We take pride in manufacturing quality products; consequently, if a customer reports having problems seeing clearly out of a pair of Zenni glasses, we are very eager to inspect the lenses to determine if there was an error during the manufacturing of the glasses, and we remake the glasses if the inspection results confirm the error. We also wish to explain that the return options you mentioned in your review - 100% store credit or 50% refund apply when glasses are returned to us for reasons other than a manufacturing error, such as if the customer purchased the wrong size or disliked the color of the frame, etc. However, if a customer receives a pair of glasses that they are unable to see out of, and we confirm that the prescription and pupillary distance (PD) were entered on the order correctly, we request that the glasses be returned for inspection. If you have had a similar problem with a recent order, and you were not given the opportunity to return the glasses to be inspected, or if you need help of any kind with a recent order, we invite you to email us at [email protected]. Please be sure to put your order number in the subject line of the email and attach a copy of your prescription and PD and we will respond within 48 hours. We hope to hear from you soon.
They did a great job with my rx. Better then most local eye doctors. The only issue i had was the frames. What ya see online isnt a good representation. That being said you get what you pay for so be sure to spend a little more money on a quality frame. I would recommend them to to anyone otherwise.
Hi. We are thrilled that you are happy with the quality of your prescription lenses; however, we are dismayed to learn that you believe that a frame or frames may have been misrepresented on our website. We value your feedback, so we encourage you to email us at [email protected] if you would like to offer more details, such as whether you observe any defects in the frame or if the material is not as described, etc. so that we may look into this issue.
We appreciate this honest review and we are thrilled to know that you would recommend us to others. Thank you.
After buying a pair of safety glasses the lenses were noisy and moved when you cleaned them, I sent them back and they found them to be faulty and made with incorrect size lenses, then I get told they only offer refunds of store credit. I don't want anything other than my money back to go elsewhere BUYER BEWARE! Full refund finally issued***
Thank you for posting this review, which gives us another opportunity to address this matter.
Our records indicate that the glasses you returned to be inspected were found to have been manufactured with lenses that were cut too small for the frame. We are truly sorry that those glasses made it past the initial quality inspection and were shipped to you, and we apologize for the disappointment you experienced when you received them. We can confirm that on the evening of September 7th, when the error was found, we advised via email that you may choose between having the glasses remade or accepting store credit, which could be used to purchase any item on our website. We must also confirm that after receiving your email response in which you declined both the remake and store credit, and expressed that you would prefer a full refund, we processed the refund and emailed you the transaction number within a few hours of receiving your response. Please be sure to check your spam folder if you do not see this email in your inbox. This refund may take a few days to appear as a credit at your financial institution, but we hope that you will find our email and use the transaction number within it to verify with your financial institution that the refund has been processed. We also hope that once you verify it with your financial institution that this matter will have been resolved to your satisfaction.
Recently, I tried to buy a pair of sunglasses from the Zenni site. I have used the same CC with them for several years. This time a glitch appeared at checkout, and the sale did not go through. I spoke to Zenni customer service, and they told me just to try again. I did but got the same result. I finally switched to PayPal, and it went through. The bad part was that the Zenni website billed me TWICE already and then once more through PayPal. To this day I'm not sure that I didn't pay at least twice for the glasses. I finally gave up, but I will have to be more careful and CALL customer service to see if a charge went through before I "try again" or go to another way of paying.
I've been buying from Zenni for years now and the glasses are a good value, but the hassle I went through and the fact that I may have paid at least twice for the same pair kind of negates the quality or value!
Hi. We are sorry that you had difficulty at our check out page, and we apologize for the frustration you experienced as a result. We are also sorry to learn that you may have been charged more than once for the order. If you were, you are entitled to a refund. Please locate the charge on your statement and email us at [email protected] to provide the date of the duplicate transactions, the amount, the last 4 digits of the credit card, and the transaction number if it is available and we will refund one of the charges after we find it in our system. We hope you will contact us soon so that we may resolve this matter quickly and to your satisfaction.
Ive ordered 6 pair 9f glasses 5 with an rx. 1 pair sunglasses. It's incredible how easy it is to process my order with ease.
I had made an error, but it was easy for me to get it corrected within a few minutes. I caught it in time. I would like to see a more of a variety of style. I have over 25 years I have Of Optical experience. I will ordee again
Thank you for posting this review of your experience at Zenni Optical.
We are thrilled that you found it easy to order from our website and that you have purchased multiple pairs of glasses for yourself and for a family member. We are also happy to know that when you made an error, you were able to catch it and correct it quickly and easily. We very much appreciate your business as well as your feedback regarding our variety of frame styles. We will be happy to pass your comment on to the team to be taken under consideration. It is a privilege to serve your eyeglasses needs, and we hope to continue to have opportunities to do so for a long time.
When the sunglasses "did not meet their quality control standards "i. E. they screwed up, I opted to give them another chance to re-manufacture them. Their return policy is poor in such a case, either 100% store credit, or a 50% refund. Understandable if I did not like them, but the prescription was way off. The end result, since it already took a month to get them to begin with, is that I've gone over an entire summer without having sunglasses, due to waiting for the first pair, dealing with customer service, waiting for them to do their quality control checks, and now still waiting for the new pair to come. I would not recommend Zenni for prescription glasses. Fit and finish of the glasses were fine, they would've been great sunglasses if I did not need a prescription.
Hi. We are sorry to read that your glasses were incorrect and we apologize for the inconvenience you experienced when you were without them after having returned them to Zenni. We wish to confirm that once an inspection is completed, if the results confirm that the glasses were manufactured incorrectly, we are happy to remanufacture them; however, if no errors are found during the inspection, standard return options apply, which are either 50% refund to the credit card that was used to pay for the order, excluding the shopping fee, or 100% store credit, which also excludes the shipping fee. Your order number is not available to us along with your review, so we are unable to check the details, but judging from the contents of your review, it seems as though the inspection results indicated that the glasses were manufactured incorrectly and you are now waiting for them to be remade and delivered to you. If you would like us to check on the status of the remake, please call us at 1-800-211-2105 or email us at [email protected] and one of our representatives will be happy to check the status for you. Thank you for posting this review.
I've made 2 different orders from Zenni. The first, a pair of non prescription sunglasses came on time and were exactly as ordered and priced very nicely. My second order was more costly and intricate. I ordered prescription glasses with transitions lenses along with prescription sunglasses. The transitions don't work and I have been waiting for two weeks to hear from Zenni. The prices are outstanding for the content of the product, but the quality of the ordering follow up is questionable at best. As of now it's been 7 weeks without prescription glasses. I guess it's best to order only the generic stuff.
Hi. We are thrilled that you were satisfied with your first order; however, we are sorry to read that the photochromic glasses from the second order did not meet your satisfaction. Please email your order number to us at [email protected] so that we may find your order and determine why there has been a delay in following up with you, and so that we may resolve the issue of the photochromic feature not performing as it should. We hope you will email us soon.
When I picked up my new glasses from my optician, it took the technician 15 minutes of adjusting so that they would fit level on my face. When examining them at home later, it was obvious that the arms on the sides of the glasses were not the same length. I was also getting headaches because the bifocal lens was not the right strength. And I had to wrap a piece of cloth around then short arm by my ear because it was hurting. I have grabbed reading glasses off of a store rack that fit better. My new Zenni glasses worked great right from the start. No adjustments needed!
Thank you for posting this Zenni review.
We are thrilled to know that you are happy with your new glasses. It is also great to learn how we stack up to other eyeglasses retailers from our customers. Thank you for sharing. We also thank you for choosing Zenni and we hope you will continue to choose us in the future.
I have bought a few pairs of glasses here and I have had a wonderful experience! I love Zenni! I believe you will NOT be disappointed!
Thank you for taking a few minutes to leave us a review of your experience at Zenni Optical.
We are delighted to have you as a customer. It brings us great pleasure to read that you had a wonderful experience over several orders. We are privileged to have you as a customer and we hope you stay with us for a very long time.
I went to a professional eye doctor to get my prescription. After receiving the glasses from that prescription they weren't right and the script was wrong. The doctor's office redid the script and I reordered the glasses from Zenni at no charge replacement the 2nd time. After receiving the glasses the second time again no fault to Zenni they were wrong because the script was wrong again. I went to a different eye doctor to check the script and found that the script was wrong again. I couldn't believe that this could happen as this wasn't just a place that sells glasses but a medical eye doctors office. I explained this to Zenni and at their cost they remade the glasses again at no extra cost. They didn't have to do this as they had no mistakes in making the glasses just did it as a customer service. I received this 3rd prescription glasses from Zenni and they were perfect. I feel they went above and beyond normal service.
Thank you for posting this Zenni review.
We are so sorry you had to go through what you did to get a pair of glasses with the correct prescription, but we are glad to know that you finally got the prescription sorted out. We value you as we value all our customers, so we are happy to read that the agents and/or supervisors who assisted you did what was necessary to make things easier for you. Thank you for taking the time to share your experience. We hope you will continue to patronize us and we look forward to serving you again in the future
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
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Thank you for posting this review of your recent experience with Zenni Optical.
We are sorry to learn that there was a problem with the glasses you received, and we apologize for the disappointment you experienced as a result. We will confirm that in accordance with our Terms of Use, customers must contact us within 30 days after the order is delivered if they wish to return items. However, if after the return window has closed we are contacted regarding a manufacturing error, and we verify that the prescription was entered correctly on the order by comparing a copy of the prescription to the order details in our database, we can make an exception to have the customer return the glasses to be inspected. Furthermore, if the glasses are returned, and the inspection confirms that the glasses were manufactured incorrectly, it is our policy to remake the glasses at no additional cost. And if the customer prefers to request a refund instead of a remake, we will be happy to process a full refund. If the agent who assisted you did not offer you the chance to verify your prescription and return the glasses to be inspected, we apologize, and we hope you will give us another opportunity to resolve this by emailing a copy of your prescription and your order number to [email protected] and we will respond within 48 hours. We hope you will contact us soon.