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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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Very cheap quality. The blue light filter doesn't work. Customer service is rude and doesn't communicate well with each other. The clip on lenses have arms that slide over your glasses lenses and block your vision. Yeah the website is cheap but you're getting what you pay for.
Results have always been mixed from this company and their customer service has always been atrocious, but recent orders for progressive lenses was a complete disaster. Maybe you'll have better luck than I did, but after this last experience, Zenni is dead to me. Buyer beware!
Hi. We are sorry that you have had mixed results when you’ve ordered glasses, and we want to apologize, without having details of your interaction with our Customer Service department, for the dissatisfaction you experienced. If you wish to send us details, you may do so by emailing us at [email protected], and we will be sure to address this issue with the representative(s) involved.
In addition, we would like to know more about your progressive lenses so that we will have an opportunity to determine why you had difficulties with them and so we can offer you a proper solution. To that end, we ask that you send your order number and a brief description of the problems you are having to the email address previously mentioned. We look forward to hearing from you and we hope you will contact us soon.
First time ever buying glasses online. Ordered saftey glasses for work. Started hurting my eyes 4-5 months later my lenses coating was coming off. Reached out to Zenni, first representive hung up on me. I called back and was told that I was unable to just purchase lenses and would have to purchase glasses again. What a SCAM. THEY HAVE NO REPAIR SERVICES. I will go somewhere that PROVIDES FULL SERVICE and make sure my friends and family does too.
Thank you for posting this review of your experience with Zenni Optical.
We are sorry that you had problems with your glasses, and we apologize for the discomfort you experienced as a result. We are also sorry to learn that your call was disconnected when you contacted us about the glasses. We can assure you that a representative purposely disconnecting from a customer is not tolerated, so we encourage you to email us at [email protected] to send us the phone number from which you called our Customer Service department, so that we may use it to locate the recording of your call and address this issue with the representative with whom you spoke.
Additionally, we want you to know that you were correctly advised that we do not sell lenses independent of a frame. However, we do offer a free replacement if a customer suspects that their glasses are defective and notifies us within the warranty period, and if we confirm that the glasses are indeed defective by either reviewing photos of the glasses or by performing an in-house inspection. The warranty for your glasses in general is 30 days, however, some features such as anti-reflective coatings and photochromic films are covered for one year. If you would like to send your order number and photos of the lenses of your glasses to the email address provided above, we would be happy to check and see if the issue you are experiencing warrants a replacement. We hope you will contact us soon so that we may resolve this matter quickly and to your satisfaction.
Received defective pair of frames and they would not refund or replace. I then received an email telling me "you may reorder competely pair of glasses if you would like." When I asked how I go about getting this FREE pair of glasses, I received this response "We are sorry to tell you that "you may reorder competely pair of glasses if you would like" doesn't mean that we will send you a free pair. It means that you need to place a new pair online by yourself if you would like to get a new one." What kind of company is this and they should be investigated for false practices! They do not hold themselves responsible for anything and you have no recourse when you receive any type of issue with your order. BEWARE-you get what you pay for and their cheap glasses are VERY CHEAPLY made! I would NEVER recommend this company to anyone. Buy elsewhere with a warranty and proper refund solution!
Zenni filled a prescription for me 3 times correctly. The 4th time they made a mistake in the lab that is obvious to any trained eye care professional. They refused to reimburse or correct their mistake. This is completely documented. When buying glasses, consumers will be well advised to buy from those vendors who will correct their mistakes. These glasses are both unwearable and dangerous for me to wear. Paying a small premium for buying locally through an eye care professional is preferred now by me. Your site would not allow me to functionally upload my receipt. So I am making the number public: o*******782
Hi. Thank you for posting this Zenni review, which gives us an opportunity to address this matter.
We are sorry that your glasses did not work well for you, and we apologize for the disappointment you may have experienced as a result. Since it is customary for us to remake a pair of glasses or to issue a refund when glasses have been inspected and the results confirm that they were manufactured incorrectly, we are surprised to read in your review that you were refused reimbursement or a correction of the mistake. We would be happy to look into this further to see where things went wrong and to hopefully resolve this matter to your satisfaction. In order to do so, we will need your order number, and although you mentioned in your review that you were making it public, it is not available here in its entirety, and we do not recommend that you try again to make it public. Instead, we ask that you send it to us via email to [email protected] and we will respond within 3 business days. We hope you will consider contacting us soon.
Lovely glasses. But the prescription is wrong. Customer service is very difficult; despite their public promises to make returns easy, it's complicated and takes a long time to get authorized. Competition at eyebuydirect did much much better with customer service.
Thank you for posting this review of your recent experience with Zenni Optical.
We are sorry that the prescription in your lenses was incorrect, and we apologize for the disappointment and inconvenience you may have experienced as a result. We are also sorry to learn that obtaining a return authorization took a long time, particularly since our phone and live chat representatives are capable of authorizing most returns within one phone call or chat session, with the exception of when we request a copy of the prescription for review and we are waiting for the customer to provide it.
Nevertheless, we hope that your return was eventually authorized, but if it was not, please email your order number to us at [email protected] so that we may take care of this for you promptly. We will also review the order notes to determine why the return authorization was not processed in a timely manner and address the issue with all agents involved so that we may prevent any reoccurrence of what you experienced. We hope you will email us soon.
If I could tell the world about Zenni I would! I absolutely love them. All of our glasses we have ordered have been perfect. The customer service has been so great and appreciated. I love them and recommend them to everyone I can!
I just ordered my first pair of glasses from Zenni Optical, I ordered progressive lens with a pretty high correction. I was a little apprehensive at first because of the chance of making a mistake and risk losing out on the price of the glasses. They turned out great! It took a little under 2 weeks to get them and I will definitely buy from Zenni again. Good quality, great prices, great service.
I've purchased several times from Zenni. I've always had a problem with the glasses that I had to return some several times... then I tried eye buy glasses. The first ones with the same script was so much better thanZenni. What a surprise to find out that I didn't have to settle with inferior glasses from Zenni. Never again will I buy from Zenni!
Hi. Thank you for posting this Zenni review.
We are sorry that you had problems with multiple orders. We trust that each of your returns were resolved with, in accordance with our return policy, a remake of the glasses if they were returned because of a confirmed manufacturing error, or with either 100% store credit or 50% refund to your credit card if they were returned for reasons other than a manufacturing error.
We truly are sorry that your glasses did not work well for you; however, we are glad to know that you have found another eyeglasses retailer with which you are pleased.
I ordered a pair of prescription sunglasses from these people. The glasses were the sharpest at the bottom of the lens rather than in the center. Sent many emails to their customer service over a period of time - they assume that you entered your prescription wrong or some other information. Ultimately I dug out the prescription and sent that to them to show I was not at fault. Next they want you to return the glasses to them for a period of up to 2 weeks so they can "test" them. Not sure how they can test my eyes seeing through their glasses and determine anything at all. I see what I see when I wear them and they are not sharp where you need them to be. I should point out that I ordered the same glasses with the same RX from GlassesUSA - those I could see through correctly. They offered store credit but no refund and they did not offer to remanufacture them correctly - not trusting them after my exchanges I said no. Lesson learned here and I told them I would share my experience in hopes that others would avoid dealing with them and buy elsewhere.
Hi. We are sorry that your sunglasses did not work well for you, and we apologize for the dissatisfaction you experienced as a result. We would like to confirm that if a customer is having problems with a pair of prescription glasses, it is customary for Zenni to request a copy of the prescription for review, not because we assume that the customer entered the prescription incorrectly, but because we must go through a process of elimination to determine why the glasses are not working. Once we rule out the possibility of an incorrectly entered prescription, we then ask that the customer return the glasses to be inspected, and we are happy to remake the glasses when inspection results indicate that the glasses were manufactured incorrectly. And if no manufacturing errors are found during an inspection, store credit is one of the options we offer. We'd like the opportunity to review your order and our correspondence with you regarding the sunglasses but we don't have access to your order number here on this review site, so we encourage you to email your order number to us at [email protected] and we will take this opportunity to try again to resolve this matter to your satisfaction. We hope you will email us soon. Thank you for posting this review.
Quality has tanked since they got big. Customer service lies. Lenses arent right on 3 pairs and I'm told to try and get used to them. Paid for express delivery for 2 pairs, one arrived, one didnt. The 2nd pair coming when I'm out of town. FedEx says they have to change the address. Zenni says sorry, label is printed. Asked to speak to a supervisor. Was told I didnt need to. I asked again. Was told no one was available, they would call me back. LIE. Not a company I can trust anymore
Sad, I used to love them. Wont order anymore.
Hi. We are sorry that your experience with our Customer Service department was unsatisfactory and that there was a shipping delay, and we apologize for the disappointment and/or inconvenience you may have experienced as a result.
We are also sorry that you had problems with three pairs of glasses. We wish to confirm that in some cases, when a customer reports having difficulty with a new prescription or with progressive lenses, we often encourage the customer to take a few days to adjust to the glasses. However, it is customary for us to advise the customer to let us know if their problems persist so that we can authorize a return for the glasses to be inspected and we will remake the glasses if the inspection results indicate that the glasses were manufactured incorrectly. If this was not your experience, we ask that you email your order number to [email protected] so that we may review your order and our correspondence history and try again to resolve this matter to your satisfaction.
The glasses are the best prescription ever and they fit very well and I am very pleased with them unfortunately the time it takes to get the glasses is a little bit too long to me but I understand I have to be made so it'll be well worth your time if you decide to buy this product.
When I received my glasses, I couldn't see anything clearly (near or far away). I called their customer service and they offered to remake my glasses. So, I sent them back & they remade another pair. When the second pair arrived, once again I couldn't see out of them either. So, I took them to my Optometrist to have them check, and they said they were NOT made correctly, and the lenses were of cheap quality. So once again I called their customer service and I had to send them back so they could inspect them. And of course, they came back and said they were made correctly. Obviously, they aren't going to admit to being wrong. So, they offered to refund me 50% of my glasses. My glasses cost $107.90 (NOT including $4.95 shipping) which is $53.95. They only refunded me $51.48. These people can't even do basic math much less make glasses. What a scam... I would have been better off to go to Walmart Optical.
Thank you for posting this review of your recent experience with Zenni Optical.
We are sorry that the first pair of glasses was manufactured incorrectly. We are also sorry that you were disappointed with the results of the inspection of the second pair of glasses and that the amount of the partial refund was incorrect. We hope you will email your order numbers to us at [email protected] so that we may review your orders and try again to reach a resolution with which you will be pleased. We hope to hear from you soon.
I have worn glasses for over 55 years. This is the first place that has fitted me perfectly! It was easy to go through the website and follow each step. I really liked the way you could put your picture in there and "try on" virtually each pair of glasses you thought would work for yourself! Hubby and I ordered at the same time and what a deal of a price for both! Will order more from this awesome company!
Hi. We are so happy that you found our website easy to use and that the Virtual Try On tool was helpful to you. We are also thrilled to know that you plan to order from us again. We appreciate your business and we look forward to serving your eyeglasses needs in the future. Thank you for posting this review.
Great service and quick turnaround on prescription glasses.
Had a problem (my fault) with the first pair, and they gave me a store credit and corrected the problem quickly!
Thank you for taking the time to post this review of your recent experience with Zenni Optical. We are thrilled to learn that you are happy with the after-purchase care you received when you had a problem with your first pair of glasses. We hope the second pair is perfect for your needs, and we hope you will continue to choose Zenni for a very long time.
Never disappoints. They are the best priced glasses for everything you want. Fast shipping. Great quality glasses.
Zenni made buying eyewear kinda fun.
I was able to visualize the looks I wanted, choose all the features I needed and take a chance on sending the order out in the great online unknown without trying on a single frame, all without sweating the investment because the prices are so reasonable!
And the best part!? Getting the glasses in the mail a few weeks later and finding them to be better than I had anticipated. Cool!
My wife and I both have used Zenni for fifteen years and have always been very happy with our glasses. She wore progressive lenses and I opted for traditional bi-focals and both were always perfect. Service has always been prompt and quality good. One time several years ago, her glasses broke and Zenni replaced the frame immediately. I highly recommend Zenni for quality and price!
Love my new glasses. They look great and my eyes adjusted to them VERY quickly. I worried that because they were sink expensive they may feel kind of ‘cheap' but that wasn't the case with the two pairs I've ordered. Love this service.
I have been buying Zenni glasses for the last 15 years. The prescriptions have all been correct and much cheaper than any optician and of good quality. They have good customer service. However, I disagree with the return policy
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 this Zenni review.
We are sorry that you are disappointed with the quality of your Blokz lenses and with the clip-on sunglasses. We are also sorry to read that you found our Customer service agent(s) rude and lacking the ability to communicate with each other effectively. We would appreciate the opportunity to address each of these issues, so we ask that you email your order number to [email protected] and someone from our Online Review Response team will get back to you within 72 hours. We hope to hear from you soon.