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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 was so excited when I found Zenni. Everything was great! I've bought many a pair of glasses, some sunglasses too. Then something changed... They changed the way they did their prescriptions! My presecription I admit is odd, but once I put in the prescription before, the glasses arrived with no problem. THEN... when they changed providers (I guess) to make the prescriptions they were unable to do it. Online it would default to suggest Single Vision instead of Progressives like I wanted. Well at one point i spoke to a customer service rep and she suggested i just put my prescription in the box for additional comments. This worked!
HOWEVER, I tried to order another pair (mind you have bought many pairs) they sent me single vision! I sent them back and said "I wanted my prescription as it was last time" they said they would give me a store credit and I could reorder. I've sent them my prescription many times and they continue to ask me if I was sure i wanted this prescription when they received the glasses back! Then they sent me an email saying that if I don't reply to the email stating the NOs to be one number they would cancel my order. Well I responded, saying it was ok to use the NOs number they used previously and this email went unnoticed so they canceled my order again!
When i called to find out why it is taking over a month to get my glasses they said I never responded back to the email. I stated, first of all you questioned my prescription i gave you and tried to get me to buy single vision when i didn't want them, then they said, they can give me a refund of half my money back.
At this point i was done! I argued I wanted a full return and not money taken away because of something they dropped the ball on! Finally they refunded my money full price, but I must say this is one of the most disappointing reviews i've had to write.
Love it. Quality of frame and prescription lens is excellent. I will purchase again.
The site is very easy to navigate. Try on feature helped a lot. The prescription details can be complex if you don't understand the terminology. The description flag helped a lot but its best to have your eyes checked so that your optician or optometrist can give you the details.
Got new glass screw on frame broke, they sent new frame, I could not assemble frame, lse I sent glasses back they assemble & returned screw broke again on same side. I was told they were now off warranty and did nothing further and I bought another pair from an other company.
As a broke college student I dont have a whole lot to throw at expensive glasses. With a pair that was three years out of date I knew I had to update them. Zenni was great, affordable, and exactly what I needed. I love my glasses, they are not a very sturdy pair but I knew that would be the case based on the material so I was not surprised or disappointed. Overall I'm extremely satisfied.
I ordered 2 pairs of glasses without prescription because I was unsure of the quality of the frames. When they arrived one actually looked very cheap. The other was ok. So then I ordered 2 different frames for sunglasses. One polarized and one not. Both with colored lenses. They arrived within the week. I was impressed with the quality of both the frames and the lenses. The finish was really good. For the price I couldn't have expected more.
Our family of four decided to try Zenni because we're tired of paying over $1000 each year to get ourselves glasses from our optometrist. We got our eye exam through Kaiser Permanente Optometry and used our prescriptions to order glasses from Zenni. The process was easy and we got our glasses in two weeks. They not only fit well and look good on us, they also got our prescriptions right the first time around. We would recommend Zenni to our family and friends as a place to get stylish, quality frames and lenses at an affordable price. Customer Service was also very quick to respond to our questions and helped us through the entire process.
I have bought at least 10 pair of glasses from zenni optical. I love the choices of frames. If I don't like the look, I send them back and get credit. I usually like what I order. The price cannot be beat
I love the frames I chose and the price for the lenses I needed was outstanding. As a matter of fact I will be order another pair soon.
Have used Zenni for a number of pairs of glasses both bifocals ( lineless) and single vision. ( computer glasses). Always found them to be of excellent quality and a marked savings compared to typical purchases at the usual places. Also customer service is excellent.
No where else have I found such a great combination of style and budget. As a life long eyeglass wearer, I've paid over $500.00 for glasses from high end designers. That seemed to be the only alternative to glasses that were boring or generic. No, with zenni, I can play around with multiple styles without going broke. I even had the name of my business engraved on the temples. How cool is that?
Thank you for posting this Zenni review. We are delighted to learn that you are happy with our selection of frames and affordable prices. It’s also good to know that you are taking advantage of our custom engraving. We are proud to be the company you’ve chosen for your eyeglasses needs and we hope to continue to provide those needs for a long time.
Great look love them comfortable glasses for an place would highly recommended for any age would buy again
I ordered 3 glasses. The sunglasses pricing and value is the same as a ray ban polarized. The coating on the glasses is not uniform. The frames are great on 2. One pair is perfect.
Thank you for posting this Zenni review. We want you to know that your glasses are still covered under our 30-day warranty and that during this time it is important to report these issues. If your lenses or the lens coating is defective and this is visible in a photo, please submit a photo of the defect to us by email and once we confirm the defect from your photo, we will gladly offer you a remake of the glasses, a full store credit which can be used to place a new order on our website, or a full refund. If we cannot see the defect in the photo, we will provide you with a prepaid return label to return the glasses to us to be inspected. And if the inspection results confirm that there is a defect, your options will be the same as mentioned above. Please send us a photo to [email protected]. Put your order number in the subject line of the email and provide a brief description of the problem in the body of the email and we will get back to you promptly. We hope to hear from you soon so we can quickly resolve this matter to your satisfaction.
Site allowed me to order glasses that were incompatible with frames.
Cust service sent emails that were dumped in spam folder and didn't go thru.
1 pair of glasses was shipped when 2 were ordered.
Cust service refused to offer free expedited shipping and insisted I pay full price when original order was at a discount. Finally offered a publicly available coupon for shipping that didn't work.
Wouldn't recommend.
Zenni has the best intention but just to difficult to provide service from long distance. Wife filled a prescription a year ago with Zenni. Just recently went to her doctor. They checked her Zenni glasses for the prescription and found it was not the one provided by the doctor a year ago. Wife called and was advised to send glasses in for checking by Zenni. Really can't do that as she can't go without any glasses. So we are done with Zenni. Just be aware of doing business from long distance.
I'm incredibly confused how this company has any positive reviews other than the glasses are cheap. But that's what they are - CHEAP. I ordered a pair of glasses and when I got them, they were definitely wrong. Vision was blurry but then things were closer than they really were. So, I returned them, got store credit, and then bought another pair (same prescription). I had to pay for shipping again. This pair was also wrong, but even worse. I had NO typos in my prescription when I entered it, and even sent them the copy of the prescription from my doctor, and they still claimed they were right when it was obviously not. And to make matters worse, the glasses were bent. I emailed customer service and they try to tell me to bend them back... Why I am bending my "new" glasses back?... why are they even bent in the first place? Also, I was afraid to do so because I was afraid they would break they were so cheap feeling! They come up with every excuse to point the finger at you for the return reason so that they can keep your money and give you store credit that you probably won't use because you're done dealing with them after everything. The issues both times were clearly theirs, but now I'm out $70+ because I'm not going to use a store credit to take chances on a THIRD pair of glasses. I've gone weeks without new glasses now because of this. The customer service is awful and their policies are outdated. There are so so many more options for glasses that are also budget friendly that offer 100% money back no questions asked. The hoops you have to jump through with Zenni if something is wrong - regardless of whose fault it is, is a joke.
Thank your for posting this Zenni review, which gives us another opportunity to address this issue.
Our records show that the first pair of glasses were returned for store credit because an incorrect pupillary distance (PD) had been entered. Once we received the glasses, the store credit was issued back to your Zenni account. Because you reported having problems with the second pair as well, even after correcting the PD, we advised that you return the glasses to be inspected. We have not received the glasses yet, but we want you to know that once the glasses are received, a thorough inspection will be performed and if we find any errors or defects in the prescription, lenses or frame, we are prepared to give you a full refund. We understand that it is inconvenient to have to return the glasses and we apologize for the dissatisfaction you’ve experienced as a result. We hope to receive the glasses soon, so that we can resolve this matter quickly and to your satisfaction.
I'm new to the online optical world, hence, I wasn't sure what websites were affordable and high quality (so I bought from two different ones, Zenni and GlassesUSA, the latter was a big mistake due to mediocre quality).
I was impressed that my glasses only took one week to arrive, considering how they need to be produced and shipped. As soon as I put them on they felt high-quality, they were comfortable to wear, no visible imperfections, and the red tint was on point. The only downside is that there is not a huge catalog of styles/frames, but there are still amazing ones to choose from.
After spending over $400 for a "custom" frame and lenses that actually caused my sight to get worse over time. After about a year, I took the same prescription (good for two years) and ordered from Zenni. The difference, like night and day. I have two pair from Zenni. One is a spare. Even the frames (on sale for $6.95!) were better than the "custom" one.
I'll let the optometrist check my eyesight and write a prescription, but will NEVER let them sell me glasses EVER again. What a rip joint. THANK YOU ZENNI! I see better than ever now.
Thank you for posting this Zenni review. We are thrilled to learn that you are happy with the quality of your frames and clarity of your lenses. We are also delighted to know that shopping at Zenni has saved you money. Thank you for sharing your experience. It is a privilege to serve your eyeglasses needs and we hope to continue to do so for a very long time.
After dropping my new glasses the lenses were so completely scratched that I couldn't wear them again. I was offered a replacement pair but by then I had set them aside and could not return them. Disappointed in the quality control and cost cutting materials
Too bad. I liked the other sets of glasses from Zenni but now I'm cautious to reorder.
Thank you for posting this Zenni review, which gives us another opportunity to address this issue.
We’d like to confirm that all Zenni glasses come with a scratch resistant coating. However, although scratch resistant coatings make your lenses less susceptible to scratches, they cannot make them completely scratch proof and dropping them can, in most cases result in scratched lenses. Nevertheless, because you reported that the lenses were scratched, and because they were still under warranty when they became scratched, we advised that upon receiving a photo of the scratched lenses, we would remake the glasses for you at no charge. We have not received a photo yet, but we want you to know that the offer is still open to you. Please take a photo and send it to us at [email protected]. Please put your order number in the subject line of the email and we will get back to you promptly. We hope to receive the photo soon so we can quickly resolve this matter to your satisfaction.
They are very affordable and have great customer service. I accidentally put a wrong pd down and they reached out to me to ask which one was correct. They then gave me options to find another frame or get a refund.
When I received them I was delighted. They fit well and looked good on but within a week the tiny screws on both Inner side of the glasses were loose and falling out! Since these are my only glasses right now I can't send them back so Im just stuck with another pair of junk. I'm so tired of being taken advantage of!
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 review of your recent order from Zenni Optical.
We can confirm that we have recently made some changes to our order form which include prescription limitations for progressive lenses. Due to these changes, we no longer manufacture prescriptions such as yours, in which the difference between the right and left eye spherical values are unusually large. In October of 2017, before these changes were made, you’d ordered a pair of progressive lenses with a similar prescription to what you have now, and the order went through successfully. However, in May 2019, after the new prescription limitations had taken effect, you reported having problems ordering your new glasses, so one of our representatives made an exception on your behalf by advising you to leave us a note in the special instructions box of the order asking that we fulfill your order with the prescription you needed and our lab was happy to push the order through for you.
On July 22nd, you placed another order and left a similar note for us in the special instructions box, asking for the same spherical values as the previous order and you made and additional request that we use two different ADD values (the reading or near vision addition) for each eye. We emailed you on the same day and explained that the ADD values must be the same for both eyes and asked which one we should use. We received your prompt reply on July 23rd, in which you explained which ADD value should be used. Unfortunately, we inadvertently overlooked and failed to address your request for the unusual spherical values when we sent the first email, and we were forced to email you again on July 24th to explain that with such unusually discrepant spherical values, it is best to choose singe vision instead of progressive lenses. We encouraged you to choose single vision and asked that you respond to confirm whether you would like to change the order to single vision or have the order remain as it was. Our email went unanswered, so we emailed you again on July 28th. We regret that we cannot hold an order for more than 13 days, so because we received no response to either email, the order was cancelled on August 5th, 14 days after it was placed. Since your order was paid for by store credit and a small portion of it was paid by credit card, once it was cancelled, your store credit was reissued, and the credit card was refunded. We truly are sorry for the inconvenience you’ve experienced due to our new policy and we apologize for the disappointment you experienced with your most recent order.
Currently, we cannot make another exception to manufacture progressive lenses with your current prescription but if you would like to use the store credit for single vision lenses as you have done in the past, we are happy to manufacture those for you. We appreciate your business and hope to continue to serve your single vision eyeglasses needs in the future.