Zenni OpticalReviews 4,144

Thank you for posting this Zenni review, which gives us another opportunity to address this matter.
We are sorry that you did not receive what you intended to purchase. However, we wish to confirm that your glasses were manufactured correctly according to the order details that we received. Our records indicate that you called us after receiving the first of the two recent orders. We have retrieved the recording of that call in which you explained to the representative who assisted you that you thought that you had purchased lenses that darken when exposed to sunlight but what you received were lenses that are permanently dark. Our representative reviewed the order then advised that you had selected a permanent tint for your glasses and explained that in order to receive glasses that darken when exposed to light, you should select Transitions® lenses or any of the other photochromic options available on our website. She further explained that you could return the permanently tinted glasses for store credit, and use the credit to purchase the lenses you originally intended to purchase. You accepted the credit and once you received it, submitted a new order. Unfortunately, you ordered the same type of lenses you had recently returned, which were permanently tinted lenses.
It seems as though you are or may have been under the impression that you ordered the same type of lenses you had in previous orders, so we took a look at those orders, and we found that what you purchased previously were 1.67 Blokz Photochromic lenses. These lenses protect the eyes from potentially harmful blue light and they darken when exposed to sunlight as well. However, the lenses you recently purchased and returned and the lenses you purchased immediately after were 1.67 Blokz lenses without the photochromic feature that enables them to darken when exposed to sunlight. However, for the two recent pairs of glasses you selected a standard tint in dark gray, which is the permanent tint previously mentioned. We hope this information clears up any confusion regarding what lenses were selected on your orders and we encourage you to view these details in your Zenni account so that you may see the difference in what you selected last time and what was selected recently. To see these details, log in to your Zenni account, then go to My Orders. Once you find your orders, you may click on View Details to see the lenses you selected.
Additionally, we wish to clarify that our return policy states that orders paid for with store credit can only be returned for a 50% refund of the store credit amount used to pay for the order. Since your second order was paid for with store credit, the representative who assisted you, in accordance with our policy, advised that you may return the glasses for a 50% refund, but we want you to know that we would be happy to make an exception to allow you to return the glasses for store credit, just as you did the first time, and an agent will gladly walk you through the order to ensure that the correct lenses are selected. We will reach out to you via email to see if you would like to accept this offer. Please be sure to check your spam or junk folder if nothing appears in your inbox within the next 24 hours. We hope to receive a reply soon so that we may quickly resolve this matter to your satisfaction.

Hi. We are sorry that you cannot see well with your new glasses, and we apologize for the disappointment you may have experienced as a result. And thank you for posting your review, which gives us an opportunity to explain our policy regarding incorrect prescriptions.
If a customer contacts us about glasses that they believe were manufactured incorrectly, we typically request that the customer return the glasses to be inspected after confirming that the prescription and pupillary distance (PD) were entered correctly on the order. Having a third party inspection is not necessary, but if the customer has had one done, and wishes to send a copy of it along with their glasses, we will not refuse it and it will become part of our records; however, it will not be accepted in lieu of our in-house inspection. Once our inspection is completed, and if any errors are detected, Zenni will remake the glasses.
If our statements above do not align with what you experienced, we sincerely apologize, and we ask that you send us your order number via private message on this review site so that we may address this with the agent who assisted you and ultimately, take a closer look at your case to be sure that it is being handled with care. We hope to hear from you soon.

Thank you for posting this Zenni review, which gives us an opportunity to address these issues.
We are sorry that your experience on our website was confusing and that you had difficulty submitting your order with the correct prescription. Since you mentioned that there is no way to save more than one prescription in one Zenni account, we would like to take this opportunity to confirm that there is a way. Here is how it can be done. You may log in to your Zenni account and go to ‘My Account’, then ‘Account Overview’. Scroll until you see the heading ‘My Prescriptions’, then click on ‘Manage’ and you will have access to edit or delete any prescriptions that have already been saved in your account, and to add a new one, you can simply click on ‘Add New Prescription’. Another way to save prescriptions to your account is during the order process. After choosing a frame and entering the prescription, you may check the box that says ‘Save this Prescription’. No matter which option you choose, you will be asked to give the prescription a name. You may find it helpful to use the name of the family member to whom the prescription belongs so that when you select a frame for a new order and you are ready to enter the prescription for that frame, you can simply use the ‘Import’ feature and select the name of the family member who’s prescription you would like to import into the frame.
We would also like to confirm that we provide a prepaid return shipping label for orders being shipped within the U.S. Additionally, in your case, the return options would be either 50% refund to the original method of payment or 100% store credit, both of which exclude the shipping fee. We believe that store credit is a good option in cases where 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. We are sorry to learn that you are not interested in either option. We are also sorry that you are considering shopping elsewhere for your eyeglasses needs but we sincerely hope that you will find an optical retailer that better fits your needs.

Thank you for posting your review. We were sorry to learn that there is a scratch on one of your lenses and that a temple arm came off of your frame. Consequently, we apologize for any dissatisfaction you experienced as a result. As explained in our response to your Better Business Bureau complaint, we are dismayed to read your statement that you paid for scratch protection on your glasses, because, as our customer service representative advised when you contacted us about this matter and made the same statement, on October 25,2020, we do not charge for anti-scratch coating; all our lenses come with a free anti-scratch coating. However, this coating is not 100 percent scratch-proof; rather, it helps to prevent minor scratches that can easily happen to a regular lens. We also want to confirm that the lens you selected for these glasses, the 1.59 pure polycarbonate lens, is more impact-resistant but not as scratch-resistant as other lenses, such as the 1.50 polycarbonate-composite lens you selected for the glasses on your two previous orders. Nevertheless, insofar as you contacted us about these matters well outside the warranty period for this order, neither a refund nor a free replacement of the glasses or frame were available options. Therefore, we advised in our Better Business Bureau response that you may purchase a replacement frame on our website at half price. Short of purchasing a new pair of glasses, that is the only option and we are sorry to learn that you are unhappy with it. We are also sorry that you have decided not to shop at Zenni again, but we wish you the best and hope you will be happy wherever you choose to purchase eyeglasses in the future.

Thank you for your feedback on your recent experience with Zenni Optical.
We are sorry that you are dissatisfied with receiving a partial refund, instead of a full refund, when your order was cancelled. We wish to explain that it is our policy to provide a full refund if we receive a request to cancel an order within 24 hours of when the order was submitted. However, once that hold period is over, and our lab has begun to manufacture the glasses, we can no longer offer a full refund. Because your request to cancel came 5 days into production, we offered you a 50% refund. We are also sorry that you did not receive an immediate response when you emailed us to say that you would accept the partial refund. Although one of our goals is to get to the point where we are consistently meeting a 24-hour response time for all email correspondence, we are not there yet, and our current response time is anywhere between 24 to 72 hours. A review of our records confirms that in addition to sending an email stating that you would accept the 50% refund, which was sent on February 10th, you sent 4 additional emails between the 10th and the 13th, none of which we were able to respond to prior to you giving us a call. We are sorry we were not able to respond and we want to assure you that we are working to improve in this area.
We regret that your experience with this order has led to your decision not to use Zenni again. Of course, we hope that you will reconsider, but if you don’t, we wish you the best at whichever eyeglasses retailer you choose next. Thank you for posting this review.

Thank you for posting this review, which gives us an opportunity to address these matters.
We wish to clarify that a 50% refund is one of the options offered to customers when glasses are returned to Zenni for reasons other than a manufacturing error; however, when glasses are returned because of an error, and an inspection confirms that the glasses were manufactured incorrectly, our custom is to offer the customer a remake of the glasses, store credit for the amount of the glasses or a full refund if that is the customer’s preference.
Nevertheless, we are sorry that there was a problem with the fit of the first pair of glasses and that there were quality issues with the second pair. We are also sorry to learn that you disagree with the results of the inspection of the third pair, which indicated that there were no errors detected in the glasses. We would very much like to review your order history then try again to resolve these matters to your satisfaction; therefore, we ask that you provide the original order number. You may do so via private message on this review website and we will respond within 2 business days. We hope to hear back from you soon.