Zenni OpticalReviews 4,144

Thank you for posting your Zenni review of the two orders you placed with us – order o4676304360, placed on October 10,2022, for one pair of single-vision eyeglasses with Transitions® T8 gray photochromic (light-sensitive, auto-tinting) lenses, and order o5174854765, placed on November 1,2022, for one pair of standard progressive eyeglasses with our generic gray photochromic feature.

You returned the single-vision eyeglasses from order o4676304360 for a 100 percent refund of their price in the form of store credit to your Zenni account, and you used the store credit toward the purchase of the standard progressive eyeglasses in order o5174854765.

We were sorry to read that you could not see well with either pair of eyeglasses, and we apologize for any disappointment you experienced as a result.

You used different values on the pupillary distance (PD) and the prescription for these two orders, with minus values on the Spheres and Cylinders in order o4676304360 and plus values for the Spheres and Cylinders in order o5174854765. The numerical values were different, as well.

We do not see any indication in the database records of either order that you confirmed that the prescription and PD were entered correctly.

The U.S. Postal Service website advises that order o5174854765 was delivered to you on November 11,2022, which means that it is within its 30-day warranty period, which starts the day the glasses are delivered.

Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be happy to assist you when you provide the order number o5174854765.

Please have a copy of the prescription you received from your eye doctor that you used to place the order handy, because the customer service representative who answers will ask you to email the prescription to them so that we may confirm that it was entered correctly.

If the PD is not on the prescription, please advise how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement.

If you confirm that you entered the prescription and PD correctly, we will email you instructions to return the glasses to us for an inspection, and we will also email you a prepaid mailing label to use for return postage.

If our inspection finds any manufacturing errors on the glasses, we will offer to remake them for you for free.

But if when you provide the prescription it turns out that something was entered incorrectly on the order, we can offer you the refund option available for an order paid for with store credit – a 50 percent refund of the amount of store credit you used to pay for the order to the credit card you used to pay for part of the order.

If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us by clicking the button labeled Support, at the lower right-hand corner of every page of the Zenni website.

You may also email us, at [email protected], and if you choose this communication method, please put your order number, o5174854765, in the subject line of the email and please attach a copy of the prescription to the email.

If the PD is not on the prescription, please advise in the body of the email how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement.

If you confirm that you entered the prescription and PD correctly, we will email you instructions to return the glasses to us for an inspection, and we will also email you the prepaid mailing label to use for return postage.

But if it turns out that something was entered incorrectly on the order, we will email you instructions to return the glasses for the 50 percent refund of the amount of store credit you used to pay for the order to the credit card you used to pay for part of the order.

We look forward to hearing back from you, in the hope that we may resolve this matter to your satisfaction, with an inspection or one of our two refund options.

We also hope that you have a very happy holiday season!