Zenni OpticalReviews 4,144

Thank you for posting this review, which gives us another opportunity to address this issue.
We can confirm that glasses may be returned to us for inspection if a customer suspects that there is a manufacturing error or defect. If our inspection results confirm that there is a defect or error, we will remake the glasses, or if the customer does not want the glasses remade, we will provide a full refund. However, if our inspection finds no errors, the options are to accept 50% refund to the credit card that was used to purchase the glasses or 100% store credit, when eligible. A third option is to return the glasses to the customer. We are sorry that you had difficulty with your glasses although the inspection detected no errors. If you would like your case to be reviewed, please provide your order number via private message on this review site and we will be happy to review it and respond within 3 business days. We will be eagerly waiting for your message.

Thank you for posting your review, thereby giving us an opportunity to address this issue.
We are sorry that you had problems with the right lens of your Zenni glasses. We would like to explain that although 50% refund is one of the options available when glasses are returned to us, it is not the only option. Furthermore, we would like to clarify that it is not the option that our representatives should offer to a customer if a manufacturing error occurred. If a customer notifies us that the prescription in their glasses is incorrect, it is customary for Zenni to request a copy of the prescription and pupillary distance (PD) so that we may verify that they were entered correctly on the order. If we confirm that the prescription and PD were entered correctly, it is our policy to ask the customer to return the glasses to be inspected and the glasses will be remade if the inspection results indicate that they were manufactured incorrectly. If you believe that your case was handled inappropriately, please send us your order number via direct message on this review website and we will respond within 3 business days. If it is determined that your case was mishandled, we would welcome the opportunity to make it right. We look forward to hearing from you soon.

Hi. We are sorry to learn that you had such difficulty with our website. And thank you for bringing this to our attention. We will be sure to forward your comments to the appropriate department. Before we do that, please send us a private message providing your order number and let us know which browser you used and any additional information you think might be helpful. We hope to hear from you soon.

Thank you for posting this review.
We are sorry that you had problems seeing clearly with your glasses. We are also sorry that you had a disappointing experience when you called our Customer Service department to resolve the issue. Please send us your order number in a private message so that we may send you the appropriate Return Authorization (RA) number. Providing your order number will also give us an opportunity to retrieve the recording of your call to learn which of our representatives assisted you, and we can review our customer service objectives with that representative in order to prevent a reoccurrence of what you experienced.
Additionally, we wish to explain that our frames start at just $6.95 and some lenses are free of charge, however, those lenses are not suitable for all prescriptions and any special features a customer adds to the lenses will incur an extra charge. Even with added features, it is still possible to get glasses at Zenni at just a fraction of the cost of what one would pay elsewhere. Once you have provided your order number, we will be happy to review the order to see if your lenses, with the features you want could have been purchased at a lower price on our website. We hope you will send us your order number privately soon, so that we may resolve these matters to your satisfaction.