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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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I used to love Zenni Optical -- the last five pair of glasses I purchased came from them. In the beginning, the quality was excellent and pricing was well below anyone else. I could get progressive transition lenses with crystal coating for $150. The quality was always good, but something has changed. My most recent pair of glasses, which are progressives with transitions with crystal coating/lens were $250 and they coating has already scratched. When the glasses transition, there is a lighter area in the lens. My husband ordered a pair about a month ago, and they have already broke. Again they were almost twice as much as they have been in the past. $250 is still a great price for all you get, but the quality isn't there.
I purchased a pair of frameless eyeglasses from Zenni Optical. They are so lightweight and flimsy that I only wore them at night to read or watch TV. Within two months one of the screws holding the frame to the lens began to loosen. Now, I have to tighten the screw multiple times each evening.
Zenni support informed their warranty is for 30 days period, I asked to buy a spare screw, they said they do not stock parts. I asked for recommendations about fixing them. They told me I could purchase a new pair from them.
Apparently, they manufacture the frames just strong enough to make it past thirty days.
Hi. We are sorry that a screw came loose in your rimless frame, and we apologize for the disappointment you experienced as a result. We can confirm that the screw you needed is not available for purchase nor is it available free of charge, however, insofar as you only had the glasses for approximately two months before your troubles began, we were surprised to see in the transcript of your Live Chat session that the representative with whom you spoke did not seek supervisor approval to offer you a free remake of your glasses. But we are delighted to see that shortly after, you communicated with another representative via email who offered to remake the glasses for you, and we are equally delighted to see that you accepted that offer. We are working to manufacture your glasses as quickly as possible and we will email the tracking number to you as soon as they have been shipped. Thank you for posting your review.
Ordered 2 separate prescriptions, Zenni could not understand this and wanted to set my glasses wrong
My daughter lost her original pair of glasses that were less than 3 months old. Knowing insurance would not cover another pair, we chose to order through Zenni. She LOVES the glasses! She ended up finding the original pair after I ordered. Now she wears both, and you honestly can't tell the difference between the extremely expensive pair and the Zenni pair. I was nervous about ordering for a child, but it turned out great!
I bought two pairs of glasses for the price I would have paid for one pair at the eye doctor. Great Service and delivery. I just ordered a pair of prescription Sunglasses.
Zenni is the BEST!
My favorite online glasses store. Need glasses and have a prescription, Zennioptical is the best place to do it!
Nice styles, great quality, nothing more than you can ask for. AND they offer discounts pretty often! So keep an eye out for those discounts!
OH I FORGOT THE BEST PART, THEY CAN MAKE PRESCRIPTION SUNGLASSES TOO! For two pair of glasses I paid a total of 70 dollars. 1 sunglasses 1 normal! And when the nose bridges broke, they sent me free replacement!
I ordered this pair of glasses from Zenni. The nose pad fell off in a few months, when I called they said they can't do anything. When I complained, they replaced them for me. The nose pad fell off the second pair. Again, they are refusing to fix them or send me the bridge with the nose pad attached so I can have a shop fix them for me.
Hi. We are sorry that your rimless frame broke, and we apologize for the disappointment you experienced as a result. Because Zenni does not have a repair service, if a full-rim or half-rim frame breaks while under warranty, it is customary for us to offer the customer a replacement frame, and if it is no longer under warranty, we advise the customer to purchase the frame at half price on our website. Having a replacement frame is a good option for these types of frames because a customer can easily take their lenses from the old frame and put them in the new one with the help of a short How-To video on our website. However, because of the complexity of rimless frames, if one breaks while still under warranty, we typically offer the customer a remake of the glasses.
When you contacted us in November, the representative with whom you spoke correctly advised that we do not have a repair service. He further advised that the glasses were no longer under warranty. However, there are supervisors available who may authorize exceptions on a case by case basis, so when we listened to the recording of your call, we were surprised to learn that the representative was unable to secure a supervisor’s approval to remake the glasses for you since they broke within just a few months. We regret not resolving this matter for you then, but we would like to do that now by offering you one of two options: a remake of the glasses, or store credit for the cost of the glasses, which you may use to purchase a different frame from the Zenni website. We will contact you by email to ask you to confirm your preference.
Thank you for posting your review and giving us another opportunity to resolve this matter to your satisfaction.
Ordered progressive lenses from Zenni for 1st time at my college kid's reco. They have been using Zenni for more than a year and give it a 5 star. Glasses arrived but I ordered lenses that aren't suited for progressives. So customer service explained the exact lense dimensions needed and processed a return. Once my glasses are returned they will issue a refund, and I will most definitely reorder. These glasses cost less than 1/3 the price of my pair I just bought from my local optician.
Zenni Optical never fails me or my family. I've purchased 25 plus pair and I receive complements daily on my eyewear! Thanks again for always making my purchases a true success. Much luv!
BRAVO!
I've been buying Zenni glasses for 10 years. Just recieved two pairs of progressives. Perfect as always at half the price.
I purchased lenses for my glasses within the year that are said to be scratch resistant. I told the staff that the VERY minor scratches on my glasses were a problem, especially with them being in my direct line of vision and in turn affecting my eyesight. I asked that they allow me to get them fixed or replace them, and they said they are not "100%" scratch resistant (duh) and that they only protect from minor scratches. After sending them a picture, they agreed the scratches were considered minor but that regardless they don't refund or fix "normal" wear and tear - I have had these glasses for 8 months, and I take very good care of them and keep them in the case. This is not normal. They would only offer me a 15% discount, assuming I would buy from them again and allow them to profit off of screwing me over. They would not help otherwise and were going on about warranties that did not apply to my question, so the customer service was not helpful as well. I should not have to pay another $60, for the same pair of glasses, to only receive the same result. Luxottica controlling 80% of eyeglass brands, including Zenni, can do better on replacements and fixes.
I'll be moving to Warby Parker, worth the money to not have to replace glasses entirely rather than get a fix. Do not trust this company, they don't care about how their customer service and products could be impacting their customers vision.
Hi. We are sorry that your lenses are scratched, and we apologize for the disappointment you experienced as a result.
We wish to confirm that anti-reflective coatings and photochromic films are warrantied for 1 year, while all other coatings, including scratch-resistant coatings, are warrantied for 30 days. Scratch-resistant coatings are great for all lens types and glasses wearers because they strengthen and extend the life of the lenses by protecting them from scratching. The coating also makes the lenses harder, which can be helpful if the glasses are dropped or experience physical stress. Although this coating resists scratches, it does not totally prevent scratches from occurring. There are many things that can cause scratches on your lenses. Putting them in a pocket, cleaning them with tissues or with cloths or cleansers that are not meant for cleaning glasses are just a few of those things. It is important to note that once scratches develop they cannot be removed or buffed out. Consequently, if a customer reports that their lenses are scratched, we do not offer to repair them. However, we do offer to remake the glasses if the lenses become scratched while they are still under warranty. We often make exceptions to remake glasses that are a few days outside of warranty, but unfortunately, we cannot make an exception if the glasses are several months outside of warranty, as at that time, minor scratches will be considered a result of wear and tear.
Although our decision did not align with your expectation, we want you to know that we do care about our customers. And we appreciate you taking the time to post this review to offer feedback about your experience. We are grateful for your comments and will take them under consideration for future changes to our policies.
Scratched glasses out of the box, wrong size frames, and I am losing half my money because they can't figure out how to show how things will fit other then mug shot. Never again
Hi. Thank you for posting this review of your recent purchase from Zenni Optical.
We are also sorry that your frame did not fit well. We would like to explain that our virtual try-on tool may give you an idea of how the style or shape of a frame may look on your face but because this feature is virtual and you are not actually trying on a frame, it should not be used on its own to determine whether a frame is the right size for you. To determine what frame size you need, we recommend measuring a frame that fits you well. Our infographic entitled How to Measure Your Frame Size tells you how to measure your frame accurately. It can be found near the bottom of any page on our website; you may also view it here: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. After you’ve measured a frame that fits, you can use the resulting measurements to find a frame of similar dimensions on our website by using the size filter during your search. It allows you to filter by overall width, temple arm length and other dimensions. And for your convenience, the measurements of each frame on our website can be found in the Details tab located below the photos of our frames. We hope this information is helpful to you.
Additionally, we wish to confirm that a 50% refund to the original method of payment is one of the return options available in cases like yours when the wrong size frame is selected. The other option is to return the glasses for store credit, which can be used towards the purchase of a better-fitting frame. However, insofar as your glasses were already scratched when they were delivered, additional options should have been made available to you, and you certainly would have been entitled to a refund if none of the options presented were acceptable to you. We would greatly appreciate another opportunity to resolve this matter to your satisfaction, so we ask that you send us your order number via private message on this review site and we will respond within 48 hours. We hope to receive your message soon.
I ordered a pair of eyeglasses from Zenni on December 5. My prescription contains an adjustment called prism. Their help system said that they could add prism to the prescription. However their web site did not allow me to do this. I placed the order anyway and sent a followup email asking them to add this value in. I sent this email minutes after placing the order. The timestamp on my email is 12:16 pm Pacific time.
On December 6th at 9:45 PM Pacific time I got a response saying that Zenni cannot add prism values to my prescription because I ordered graduated lenses. So I immediately sent an email asking them to cancel the order.
When I did not hear back from them I called their customer service line. I was told that all they could do was give me a store credit. Since they cannot fill my prescription this does not do me any good. Then they said they could refund half of the purchase price of $245.90. They further told me that this is because I did not respond within 24 hours of placing the order. But since I told them to cancel my order right after receiving their email, this is not true, so even by their own polices I canceled the order within 24 hours. It is true that I did not call with 24 hours, but I did send the email cancelation. Therefore, even by their own policies I should receive a full refund.
Obviously I will never order from them again. I have filed a complaint with my credit card company.
Hi. We are sorry to confirm that we manufacture only single vision lenses with prism correction, and that we do not include this type of correction with bifocal or progressive lenses. Consequently, we apologize for any dismay you experienced when you tried to enter your multifocal prescription on our order form and were unable to include the prism correction. A review of our records confirms that you contacted us about this matter within the first 24 hours of submitting the order, which is the time frame during which we can cancel an order for a full refund. We should have placed this order on hold when you contacted us, so we have honored your request for a full refund of what you spent on the order. The refund was issued yesterday and the transaction number for this refund was emailed to you using the email address associated with your Zenni account. The transaction number has been provided to you so that if necessary, you may use it to verify the refund with your financial institution. Thank you for posting this review, which gave us another opportunity to resolve this matter to your satisfaction.
This business has created adds with anti American anti police overtones. Be advised if you support them, you endorse these sentiments.
Thank you for posting your review, which gives us an opportunity to address this matter.
Over the weekend we reposted this photo on social media without noticing the content of the holiday card. We were careless in not closely reviewing the photo before reposting it and we took it down as soon as it was brought to our attention. We are sorry for this gross oversight on our part, and we apologize for any pain you may have experienced as a result. Please rest assured that we will be better moving forward.
I was looking for blue light blocking lenses since I work with my computer for hours on end. The website was easy to shop on, and I was especially stoked to see Rashida Jones as an ambassador! I was also able to virtually "try on" my glasses, which was great. There are tons of styles for almost any budget. I even purchased a second pair with tinted sun blocking lenses. The blue light lenses are extra add-ons that are more pricey, but they seem to be working for me! (Though it could be all in my head haha.)
I was very disappointed. I see better without them in most circumstances. I bought them to read up close or computer screen. I have to move the glasses around to get in focus. Nothing I do can make it better.
Hi. We are sorry that you are having problems seeing clearly with your new glasses. We want you to know that all Zenni glasses are covered by our 30-day warranty, which begins the day the glasses are delivered. During that time, it is important to notify us of any problems so that we will have an opportunity to address them and offer you a proper solution. If you haven’t already contacted us, we encourage you to call us at 1-800-211-2105 or email us at [email protected]. Please have your prescription including your pupillary distance (PD) handy when you call, or you may email those items to us and we will respond within 48 hours. We are looking forward to hearing from you soon so that we may resolve this matter to your satisfaction.
I bought glasses from Zenni back in June. They were quick and easy to get, also very cute and pretty cheap. But... within only 3 months, my frame broke. And also, the little screws had fallen out at least once or twice a month! Very disappointed
Thank you for posting your review, which gives us an opportunity to address this issue.
We are sorry that your frame broke so soon, and we apologize for the disappointment you experienced as a result. Since we do not have access to your order number here, please send it to us in a private message and we will be happy to replace the frame or provide store credit so that you may order a different item. Having your order number will also enable us to identify the frame and inspect this design for possible defects. We look forward to hearing from you soon.
I purchased a pair of glasses for my son. They have a wide selection to choose from and great pricing. Planning to purchase more in the future.
My glasses were lost in the mail, hadn't been scanned for over ten days, but customer service kept putting me off, not doing anything. Then I got a canned email asking me to taste my shopping experience, so here I am. Still no glasses.
Hi. We are very sorry that your order has not arrived yet and that you did not get a prompt resolution from our Customer Service department. We are also sorry to learn that a request to rate your experience was sent to you prematurely. Please send us your order number in a private message on this review site so that we can check the delivery status of your order and further assist you. We are eager to help so we hope to hear from you soon.
I had an issue with glasses delivery and zenni took care of the problem no questions asked. Thats what i call true customer service!
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 your review. We are sorry to learn of the problems you and your husband have experienced with the last few pairs of glasses you purchased.
We want to assure you that providing quality products continues to be of high priority at Zenni. Our frames, photochromic films, anti-reflective coatings and scratch-resistant coatings are all warrantied items, which we may replace if they are determined to be defective while still under warranty. Please allow us the opportunity to resolve this matter by sending us your order number(s) via private message on this review site and we will be sure to respond within 72 hours.
Additionally, we wish to confirm that several new features or add-ons are now available on our website which translate to additional cost, however, the base prices of our frames and lenses have remained the same. Therefore, purchasing frames and lenses comparable to what you purchased in the past typically should not result in a substantial price difference. When you send us your order number, we would be happy to compare the recent order to the previous ones to determine where the extra cost came from and determine if there were alternate options that could have been selected to keep the cost down. We hope to hear from you soon.