Zenni OpticalReviews 4,144

Thank you for posting this review of your recent experience with Zenni glasses.
We are sorry to learn that you are experiencing distorted vision when you wear your glasses, and that the photochromic lenses are not functioning as you had expected, and we apologize for the disappointment and discomfort you experience as a result. We want you to know that there is a 30-day return period, which began the day the glasses were delivered to you, and during that time, it is important to notify us of any problems so that we will have an opportunity to offer you a proper resolution. If you have not already contacted us regarding these issues, 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 be happy to assist you. We hope to hear from you soon so that we may quickly resolve this matter to your satisfaction.

Thank you for posting this review of your purchase from Zenni Optical.
We are truly sorry that your glasses did not work well for you; we are also sorry for the disappointment you experienced as a result. However, as advised in our response to the review you posted on another review site approximately 6 months ago regarding this order, the glasses did not work for you because the prescription was entered incorrectly on two orders you placed with us, which we confirmed by reviewing the copy of the prescription you provided. The doctor’s prescription calls for +0.25 for the left eye (OS) Cylinder, and unfortunately, you entered -0.25 instead. Consequently, we apologize for any confusion and dismay you experienced as a result. In addition, we want to confirm that you selected the near-range workspace progressive prescription design for both orders, which provides good up-close vision up to approximately three feet away, and you used a different Near-Vision reading Addition correction (NV-ADD) on each order. You used +3.00 for one order, which we believe that you used because on your prescription copy under ADD the eye doctor provided EZ 3, which is not the standard way an eye doctor writes an NV-ADD correction. And for the other order, you used an NV-ADD of +1.00. Furthermore, we advise that you follow up with your doctor for clarification regarding his or her entry for the ADD, which says EZ 3, and the entry under the recommendations field of your prescription, which says EyeZen 3 as this implies a recommendation for single vision glasses instead of the progressive lenses you ordered.
In addition, we wish to clarify that the glasses were not returned to us to be examined, as there was no need to authorize an inspection once we saw that the prescription was entered incorrectly. When you returned the glasses from the first of the two orders mentioned, we issued a 100 percent refund of the price of these glasses in the form of store credit, excluding the shipping fee, to your Zenni account, so that you may use it to reorder the glasses with the correct prescription. A prepaid return shipping label was provided to cover the cost of shipping the glasses back and you were responsible for the shipping fee on the next order. Since you used a combination of this store credit refund, $78.92, plus $10.19 from your credit card to pay for the subsequent order, on which the prescription was also entered incorrectly, we want to confirm that when a return is initiated during the 30-day return period, the refund that is available when a customer uses a combination of store credit and a credit card to pay for an order is a 50 percent refund of the amount of store credit that was used, which will be credited to the credit card that was also used, and a 100 percent store credit of the amount that was paid for with the credit card, minus the $4.95 Standard shipping fee, which we do not refund in a situation such as this.
We will confirm that your glasses are several months outside of warranty, but if you would like to return the glasses, we are happy to make an exception and allow you to return them for the refund mentioned above. We are sorry that the representative with whom you spoke did not seek a supervisor’s approval to extend the return period, however, we are grateful for the opportunity to do that for you now. To initiate this return, we invite you to telephone Zenni Customer Service at 1-800-211-2105 or email us at [email protected] and anyone who answers will be eager to assist you with return instructions for this refund option, as well as a prepaid mailing label to use for return postage. If you choose to email us, please put your order number in the subject line of the email, and in the body of the email please advise that you would like emailed instructions to return the glasses for this refund option, and we will email you return instructions plus the prepaid mailing label.
Thank you again for giving us another opportunity to address these issues.

Thank you for posting this Zenni review, thereby giving us another opportunity to address these issues. We are sorry to read that you consider our service bad and slow, after having contacted us to return and replace your glasses because your prescription had changed. Our records show that you contacted us on August 17th and that the representative who assisted you promptly emailed you a prepaid return shipping label to return the glasses free of shipping charges. Our representative explained that you may return the glasses for store credit, excluding the shipping fee, which you could use to reorder the glasses with the correct prescription. She also explained that typically, the store credit would be available in your account within 2-3 business days after you return the glasses to your local USPS office and after they scan the return label. We are sorry that this time frame is longer than you expected, but we are thrilled to see in our records that you returned the glasses to the local USPS office promptly, that the label was scanned on August 19, and that you didn’t have to wait 2 or 3 business days because the store credit was issued on the same day. We are also happy to see that you have already used the store credit to place a new order. Although orders for which customers select the standard shipping option can take 14 to 21 days to be delivered, many of our orders are delivered early, as you may already know since three of your recent orders were submitted on July 30th and were delivered within 8 days. We will manufacture the new order and ship it as soon as possible and we trust that it will be delivered in a timely manner.
We want you to know that we appreciate your feedback and we will be sure to pass your comments on to our management team to be taken under consideration.

Thank you for posting your review.
We are sorry that you were dissatisfied with the quality of your glasses and with the terms of our return policy, which states that glasses may be returned for any reason for either 100% store credit or 50% refund to the credit card that was used to pay for the order. These options exclude the shipping fee; however, a prepaid return shipping label is provided via email to customers returning glasses from within the US.
We are also sorry that we cannot offer a full refund for glasses that were neither manufactured incorrectly nor defective. We believe that the store credit is a good option for customers who disliked the frame or lenses they selected, and are willing to try again to order glasses that better suit their tastes, and we are pleased to offer 50% refund to customers who do not wish to reorder so that they may recoup half of what was initially paid for the glasses.
Thank you again for your feedback.

Thank you for giving us another opportunity to respond to your complaint of the single vision lenses in a red frame, style #4427818 that you purchased from Zenni Optical on July 13,2021.
First, we are sorry to learn that you were told that a supervisor would call you back and that it didn't happen, so we sincerely apologize for that oversight. Our supervisors are not always available to take a phone call, so it is not uncommon for a representative to advise that one will call back within a few hours. However, it is important to us to make sure that our representatives pass these messages on to the appropriate supervisor and that these calls get made; consequently, we have retrieved the recording of your call to identify the agent involved so that we may address this issue with both the agent and supervisor to ensure that this does not happen again.
Additionally, we are sorry that you felt the prescription and/or pupillary distance were incorrect, and we apologize for the disappointment you experienced as a result. We regret that we cannot accept a third party's inspection of Zenni glasses, as we cannot vouch for accurate calibration of their inspection equipment and we are sorry that your doctor’s assessment of the glasses did not coincide with the results of our inspection, which indicated that there were no errors of the prescription or pupillary distance in the glasses. When glasses are returned to us for inspection, and the inspection results confirm that there is a defect or error in manufacturing, we are happy to remake the glasses or offer a full refund; however, in cases such as yours where no errors are found, standard return options apply, which are either 50% refund to the credit card used to place the order, or 100% store credit, excluding shipping fees. When you were given those options, you declined the 100% store credit and chose the 50% refund, and our records show that that refund was processed on August 6,2021.
We are sorry that you are dissatisfied with our declining a full refund for the glasses since our inspection concluded that they were manufactured correctly; however, we thank you for posting this review of your experience.

Hi. We are sorry that your glasses did not work well for you, and we apologize for the disappointment you experienced as a result. We are also sorry that you disagree with the results of the inspection of your glasses, which indicated that there were no errors or defects. When glasses are returned to us because of a manufacturing error or defect, we are happy to remake the glasses or offer a full refund; however, in cases such as yours where no errors are found, standard return options apply, which are either 50% refund to the credit card used to place the order, or 100% store credit, excluding shipping fees. Our records show that the option you chose, the 50% refund, was processed on August 6th. We trust that you have been able to verify it with your financial institution.
We truly are sorry that this order did not meet your satisfaction, but we very much appreciate you trying Zenni, and we thank you for your feedback.

Hi. We are sorry that you encountered so many problems with your order, and we apologize for the frustration you may have felt as a result.
First, we wish to clarify that there is no requirement or request for a customer to email a copy of a prescription to Zenni. Our online order form asks that you choose from either non-prescription glasses or those with a prescription. If you select non-prescription, you will not be prompted later to provide a prescription, either on the website or by email. However, if you choose prescription glasses, our website prompts you to enter the prescription in detail before the order can be submitted successfully, and there is no request to email it to us thereafter. Although it is not required, you may email a prescription to us or upload it during a chat session with a representative if you have questions about it or if you would like us to check it against an existing order to make sure you entered the prescription correctly while ordering. We hope to have clarified any confusion about how a prescription is added to a pair of glasses in an order.
Additionally, we would like to explain that when glasses are returned for reasons other than a manufacturing error or defect, a customer may choose from one of two return options - 50% refund to the credit card, excluding the shipping fee, or 100% store credit, excluding the shipping fee. We believe the store credit is a good option for when a mistake was made during the order process and the customer is willing to try again to order correctly, and we are pleased to offer 50% refund to customers who do not wish to reorder so that they may recoup half of what was initially paid for the glasses. These return options can be found in the Terms of Use on the Zenni website and in our Frequently Asked Questions, under the Returns heading. Nevertheless, if you were unaware of your return options, and we can confirm, by reviewing the recording of your call, that you were incorrectly promised a full refund, we will be happy to honor that promise and the remainder of what you paid for the order will be refunded immediately. We do not have access to your order number here on this review site, so we ask that you email it to us at [email protected] so that we will have a way to identify you and locate the recording.
Thank you for posting this review. We hope you will contact us soon so that we may resolve this matter to your satisfaction.

Hi. We would like to clarify that in accordance with our return policy, which can be found in the Terms of Use on our website, if glasses are returned to us for reasons other than a manufacturing error, the return options are either 50% refund to your credit card, excluding the shipping fee, or 100% store credit, excluding the shipping fee. Additionally, orders that are paid for using store credit cannot be returned for store credit; in this case, the 50% refund will be the only option. However, if you received incorrect instructions from one of our representatives about how to enter your prescription, and that information caused you to order incorrectly, the return options just mentioned would not apply. If incorrect instructions were given to you and your order was paid for by a credit card, we’d be glad to give you a full refund, and if your order was paid for by store credit, we will reissue the store credit and make it available again in your Zenni account. We do not have access to your order number here with your review, so we ask that you email it to us at [email protected] so that we may look into this matter for you and work toward a resolution. We hope to hear from you soon.