On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
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.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
Perfect fit, progressive lenses work very well, frames very sturdy, fast ship, incredible, affordable price! Nothing but praise for Zenni!
Received something I can't use at all. I can't see far away, can't see close up, completely unusable. I asked to return them and they told me that it would be a 100% store credit only, OR 50% return and that it does not include shipping or taxes. So, make sure you look at the return policy before purchasing. I regret my decision to purchase from them. I'll never do it again.
Hi Lizbeth, thank you for your review. It does look like a non-prescription lens was ordered not a 1.50 reading lens. If you would like to return the glasses for the store credit that can be used towards placing a new order for Readers we would be more than happy to assist you with that! Please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media and we would be happy to help.
Frames are very cheaply made. Started cracking away near lens within months. Warrantee was for a very short period of time. Remembering you get what you pay for.
Thank you for your review. We are sorry if there was trouble with the frame purchased in April 2022. We understand it can be frustrating when something like this happens. You can purchase a replacement of the same frame with a non-prescription lens and we would be happy to assist you with how to do that, and how to swap the lenses from the old frame. If you would like to do that, please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media with your order number and we would be happy to assist you.
Its nearly impossible to get a refund of 50%.
You have to chat or email them
They didnt respond at all to my first attempts and the stalled and odged
Thank you for your review Dave. I do see that our team has sent you all of the documents for your return, but if there is anything else we can assist you with please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media and we would be happy to help!
The ordering and delivery was prompt and convenient. However, the quality of the frame turned out to be bad. It broke in 3 months.
Thank you for your review Reuben. We are sorry to hear the frame broke. Please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media with your order number and we would be happy to assist you.
Glasses are ok just had them just a couple days and the band under the lense broke these are the half frame glasses
Thank you for your review Chris. We are sorry to hear that the frame broke! Please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media with your order number and we would be happy to assist you.
Thank you for your review Josie, we are glad you found us!
We paid over $300 for a pair of glasses. They said Titanium and they came in Plastic. Complete junk and took 5 plus weeks to get them. Do yourself a favor and RUN>
Hi Patty, thank you for your review. It looks as though the frame ordered (14808617) is described as an "Other Plastic" material frame. We are sorry to hear if it was not what you were hoping for. If you would like us to check the return options for you, please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media with your order number and we would be happy to assist you.
They made lenses for me 4 times, and still couldn't get it right, even though they said the lenses were correct. So now they've kept the glasses and my money. Bad business. Shame on them. Stay away!
Hi Joseph, thank you for your review. We are sorry to hear if there was trouble with the order. It does look like our team is waiting for confirmation on if you want the glasses sent back to you, or the 50% refund offered in accordance with our return policy. Once we have your confirmation via email we will be able to proceed.
I never write reviews. But wow! I lost my brand new progressive lense glasses and dreaded the cost of having to replace them so on a recommendation,I ordered some thru zenni and figured if I'm getting a pair, I'll get three. I'll like them or I won't. I honestly didn't have great faith that my putting a credit card on my forehead was going to get me a perfect fit,especially since when I go to the eyeglass store it always takes them numerous tries to get my fit right. I just got my three pair of glasses ( quick too) from zenni and love all of them so much! They are great quality and each pair fits me perfectly!I am beyond thrilled and want everyone to know! I'll never go anywhere else again!
Thank you for your review Robin, we are so happy you decided to give us a try!
This is our third time
Buying the same pair of glasses from Zenni. On this pair there was grey scuff marks that came up on each lens that cannot be removed. We do all the extra add ons for the glasses including name so it's always more expensive but always worth it. It looks like the reflective or sun blocking coating that has messed up on this pair. We've always used Zenni in the past and never had this issue. I gave 3 stars just because our past experience has been wonderful.
Hi Megan, thank you for your review. We are sorry to hear that has happened with the lenses and can understand how frustrating this is. It does look like we have received your chat/email and our team is helping to troubleshoot this with you. We will be happy to find a solution for you and appreciate you taking the time to reach out!
Ordered reading and distance glasses. They got the PD incorrect by 6 on both which means when I look at a square object it looks like a trapezoid. I returned they glasses, got credit then reordered. Same thing happened. Glasses are unusable. These guys are a fail.
Hi Paul, thank you for your review. We are sorry to hear that happened with the glasses. We would be happy to take a look into this for you if you would like, please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media with your order number and we would be happy to assist you.
I do no recommend. It took many hours and talking to many people to get the correct help needed to fix my issue.
Hi Tiffany, thank you for your review. We are sorry to hear about that. Please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media with more information so we can look into this further for you.
I purchased a pair of sunglasses and the back was completely blacked out to where you couldn't see out of them at all. I sent them a video and picture and they kept telling me to easily pull film off of them. 4 adults tried with no luck so I took them to an eye glass shop near me. They said the glasses were defective and the film could not be removed. Zenni would only communicate with me by sending one email per day in the middle of the night so it took over a week to get the issue resolved. Then, they would only offer a one time store credit that I can never use again even though they are the ones that shipped me unusable glasses. Guess I won't be taking the risk to ever buy glasses from them again because if I get another defective pair they clearly do no stand behind their products and won't allow returns even if defective.
Hi Michelle, thank you for your review. Our clip on lenses do come with a protective film that needs to be removed before using the clip on. We do apologize if the film was stuck, and to hear that you had trouble reaching us. It does look like we have issued the store credit for you, but if you need any further assistance you can always reach us via phone at 1-800-211-2105, chat on our website, or on social media and we are happy to help you!
I had nothing but the issue with ordering my glasses that I needed an emergency replacement of. First, they took my payment but never process the order. Didn't find out until 3 days later. Then I had to reorder them and paid for express delivery. I didn't message about the status because the tracking never show anything. Found out on the 24 that it was at the fulfillment center in California wait for ting for FedX then tonight three more days later they told me got to the fulfillment center on the 26. They keep saying in 24hr I will have a tracking bit it been over 72 and nothing but the same lie.
Hi Allen, thank you for your review. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. The express time frame is 5-10 business days including both manufacturing and shipping. It does look like the order will arrive to you within the time frame, but if for some reason it doesn't arrive on time please reach out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media so we can assist you.
The selection is good, but prices are much higher than other sites. I'm willing to pay for quality and selection but the company doesn't offer a complete satisfaction or you get an exchange or money back guarantee. I recently paid $60 for a pair of readers. I had purchased the same pair months earlier and loved them. The second pair came and the frames were not tight around the lens. Just cleaning the lens' and the frame was make a crackling sound. I called to ask if they would replace the glasses. I was told I could send them back and IF their lab tech found a defect they would replace them. OR I could return them for a 50% store credit. I also had to make a video on my cell phone and send to them. Just by the video their lab tech said this is normal. Anyone who wears glasses recognizes this sound and knows it isn't normal. I will never shop with them again and will review their brand every chance I get. Check out Readers.com. They are affordable and have the BEST customer satisfaction guarantee including a 90 day hassle free return policy.
Hi Lynnell, thank you for your review. We are sorry to hear that about the frames and understand your frustration. We do offer a few different return options, and if you would like to move forward with one of them please reach back out to us via email at [email protected], by phone at 1-800-211-2105, via chat on our website, or on social media and we would be more than happy to assist you.
This company has the worst customer service and treats you like another number with their automated rehearsed responses. I purchased 22 pairs of frames from them and not a single one could be put toward their reward program that launched in 2021 when I bought those frames in prior years. They really show their appreciation for their valued customers. My last pair of frames had a manufacturing error and they wanted me to pay for shipping. Interesting. Good luck. This company has gone down the gutter.
Thank you for posting your Zenni review about your most recent order with us, order o4310211390, placed on January 6,2023, for one pair of single-vision distance eyeglasses with our Blokz® blue-light-blocking feature.
We were sorry to read that there is a prescription issue with these eyeglasses, and we apologize for any disappointment you experienced as a result.
We were also sorry that orders placed prior to your qualifying for our Rewards program cannot be applied to our Rewards program, and we apologize for any dissatisfaction you experienced due to this matter, as well.
In addition, we are sorry for any dissatisfaction you experienced regarding our customer service team’s responses to your issues.
We want to confirm that, if you were to return the eyeglasses from your order o4310211390 for an inspection of the prescription, we would email you a prepaid mailing label to use for return postage, so you would not have to pay to return these eyeglasses to us.
Therefore, we hope that you will contact us again to advise that you would like to return the eyeglasses to us for an inspection.
You may telephone Zenni Customer Service, at 1-800-211-2105, and please provide the order number, o4310211390, to the customer service representative who answers.
In addition, please have a copy of the prescription handy when you call, because the customer service representative who answers will ask you to email them a copy of the prescription so that they 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 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 righthand corner of any page of the Zenni website.
Alternatively, you may email us, at [email protected], and if you choose this communication method, please put your order number, o4310211390, 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 how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement.
We look forward to hearing back from you about this matter, in the hope that we may resolve it to your satisfaction with an inspection and possible remake or one of our two refund options.
We also hope that you have a great 2023!
Prescription received was nothing like what sent in. Glasses are worthless. I'm nearsighted, and these are just very weird magnifying lenses. Also worthless as readers when contacts are in. Seriously SMH...
Thank you for posting your Zenni review of what appears to be the first order you placed with us, order o5212225750, placed on January 5,2023, for one pair of single-vision eyeglasses.
We were sorry to read that you could not see well with these eyeglasses, and we apologize for any disappointment you experienced as a result.
Insofar as we see no previous orders placed by you, we regret that we cannot compare the prescription you used for the glasses or the pupillary distance (PD) you entered.
The U.S. Postal Service website advises that the eyeglasses were delivered to you yesterday, January 19,2023, which means that the order 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 eager to assist you when you provide the order number, o5212225750.
Please have a copy of the prescription 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 they 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 invite you to return the glasses to us for an inspection.
We will email you the instructions to return the glasses for the inspection, and we will also email you a prepaid mailing label to use for return postage.
If we receive and inspect the returned eyeglasses and we find any manufacturing errors on the glasses, we will offer to remake them for you for free.
However, if you return the eyeglasses and our inspection finds no manufacturing errors, we can return the eyeglasses to you or issue one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the order.
But if it turns out that something was entered incorrectly on the order, you may return the glasses to us for one of these two refund options.
Moreover, our customer service team will be happy to assist with any issues you experienced when you were placing the order, including staying on the phone with you during the order process, so that we can confirm that the order was placed correctly.
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 righthand corner of any page of the Zenni website.
Alternatively, you may email us, at [email protected], and if you choose this communication method, please put your order number, o5212225750, 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 how it was obtained – self-measurement, friend or family member measurement, or eye doctor measurement.
We look forward to hearing back from you about this matter, in the hope that we may resolve it to your satisfaction with an inspection and possible remake or one of our two refund options.
We also hope that you have a great 2023!
Pricing was best I've seen yet on ordering glasses online, perfect fit, delivery was unbeliveable, got 2 pairs for the price of one, will use Zenni when I need glasses again.
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...
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- 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
- 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 your review Tamela, we are happy you found us!