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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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Good service but delivery takes a while. But it's worth the price.
It arrived quick. Now I am only meeting the 50 character limit which immediately turned my five stars into three stars
Good glasses. I have to put something here and it needs to be 150 characters so I am typing simply to fulfill that requirement
This was my first experience with Zenni based on word of mouth reviews. I used the "try on" feature to figure out how the frames would look on my face. Once received, the frames were much smaller than I expected. I'll wear them as reading glasses, but they're not my preferred pair of eyeglasses.
Two years ago I ordered a pair of non prescription sunglasses with all the coatings. I very infrequently use them as I have a pair of cheapo glasses with a small magnifier built in which helps for quick reads and threading fishing line. I've NEVER used ANY solvents or other materials to clean any of my glasses, including these Zenni's. Today I forgot my junky ones and pulled my Zenni out of the case. I noticed the coating on the front of the lenses had "melted" of sorts. You could feel the coating was not slick. When I got home, I tried to clean them with warm water and Dawn dish soap. Nope, the damage was permanent.
I contacted Zenni to see what they might suggest as what could be the problem I offered to send them back for their technicians to analyze and offer an explanation. I WAS NOT DEMANDING ANYTHING OTHER THAN AN EXPLANATION. I DON'T WANT THIS TO HAPPEN AGAIN. Zenni politely told me that since the glasses were almost two year old, they would not accept any return for any reason.
I certainly understand that people try to cheat companies all the time on things like this. They screw up something and want companies to make their mistake "right". Zenni would be able to see that these glasses were not used very much and maybe determine how storing them like I did (see pics), led to the problem I find it unacceptable to just blow me off.
Thank you for posting your Zenni review on the Sitejabber website.
We were sorry to read that you contacted us about a pair of nonprescription sunglasses you ordered from us two years ago that apparently had a deteriorated coating.
Consequently, we apologize for any dissatisfaction you experienced as a result.
However, no order number nor any other identifying information was provided that would enable us to look up this order and respond to your concern.
The number you provided, 1136021, is the model number of the frame you selected, not an order number.
As you state that we advised when you contacted us about this matter, insofar as the order had been placed two years ago, it was too far outside its one-year warranty period for us to address any defects in an anti-reflective coating.
If you would like to reply to this response to your review with the Zenni order number or the email address that is your Zenni username, we will be happy to look up the order, research this matter, and respond to your concern.
We hope to hear back from you with the order number or the email address that is your Zenni username, which we hope will lead to a successful resolution of this matter.
What you see and try on is different than what you actually get. Quality is cheap. Apparently you get what you pay for. Refund are only 50% of purchase less shipping. Purchase instead of refund will cost about 20% more on final order.
Thank you for posting your Zenni review on the Sitejabber website of your order o5086923270, placed on September 25,2022.
We were sorry to learn that you disliked the appearance and size of the frame you selected – full-rim, round, stainless-steel, green-and-gold frame 3213224, with a frame width of 139 millimeters.
Consequently, we apologize for any dissatisfaction you experienced as a result.
You returned these bifocal eyeglasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account, which we issued on October 7,2022.
On October 8,2022, you contacted us to request that the store credit refund be removed, and that a 50 percent refund to your credit card be issued.
On this same date, we removed the store credit refund and issued a 50 percent refund to your credit card.
We hope that this resolves this matter to your satisfaction.
I went shopping (again) for glasses online. I looked at Zenni Optical, EyeBuyDirect, and USA Glasses.
Zenni has the best ONLINE TRY ON. Places will have you take a picture of yourself and then show you with those glasses on. Zenni's site shows a more accurate picture of you with those glasses on. Other sites glasses don't look real on your face and the picture quality is not very good. This is my 4th or 5th time buying from Zenni. Besides being economical, they have a large selection of frames that fit the more conservative look, while still having the modern looking frames.
Zenni offers good prices on frames, and not much else.
The site is slow and confusing, customer service is useless - all they do is put customers on hold.
Once you figure it out, it takes many weeks to get glasses delivered.
Half the time the glasses are of terrible quality - frames fall apart, do not hold shape. Posted reviews are fake.
In any case, no matter what broken glass they sent out, Zenni keeps your money, no apologies issued. Return policy is a sham.
But if the glasses work out - great, forget the awfulness of Zenni and enjoy the savings.
Thank you for posting your Zenni review of your experience ordering eyeglasses from us.
It is good to know that you appreciate the low prices of our products, but we were sorry to read your comments about our website, our customer service team, the delivery time, and the quality of the glasses.
Consequently, we apologize for any dissatisfaction you experienced as a result.
However, your statement about the positive reviews on our website is inaccurate. They are all independently verified to be authentic, or they would not be posted on our website.
The first order we see you have placed with us, order o4947150230, was placed on August 1,2022, and according to the U.S. Postal Service website, it was delivered to you on August 8,2022, the fifth business day after the order was placed, earlier than the seven-14-day delivery-time promise for Standard shipping to U.S. residences, the shipping method you selected. It was delivered quickly enough to be within the five-10-day delivery-time promise for Express shipping.
We see no notes in the database record of this order indicating you had any issues with these single-vision eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz® blue-light-blocking feature.
Your second order, o5039107399, placed on September 6,2022, was delivered to you on September 14,2022, according to the post office, which was the sixth business day after the order was placed, again, earlier than the seven-14-day delivery-time promise for Standard shipping to U.S. residences.
You contacted us on October 6,2022, about these eyeglasses – also with gray photochromic lenses and Blokz®, in full-rim, browline, oval, stainless-steel, multicolor frame 3212329, with a frame width of 130 millimeters – to advise that you did not like the material from which the frame was constructed.
We apologize again for any dissatisfaction you experienced due to your dislike of this frame.
Today, October 7,2022, we emailed you instructions to return the glasses to us for a 100 percent refund of their price in the form of store credit to your Zenni account. We also emailed you a prepaid mailing label to use for return postage.
We look forward to receiving the returned eyeglasses and issuing this 100 percent store credit refund, which we hope will resolve this matter to your satisfaction.
Actually pretty happy with my first order of 2 pairs —- if reviewed at that time it would have been a 5*—- so soon after that, decided to order a 3rd pair, but the latter experience made me lower it to a 3*. The 2nd order was cancelled first in 1 hour when I was aware of the wrong frame color; still happy since the procedure was pretty smooth. However, when re-ordering it by changing the frame only (same price) but still with the exactly same lens features, the price increased. Anyway I still need it, kept the order! Hohohoho, like a joke, was punished!
Thank you for posting your Zenni review of the two most recent orders you placed with us, order o5097518684, which you placed and canceled on September 29,2022, and order o5099948776, placed on October 1,2022.
We were sorry to read that the order you placed, o5099948776, after you canceled order o5097518684, was more expensive than order o5097518684, even though you advise that you did not order anything more expensive on the subsequent order.
Consequently, we apologize for any dismay you experienced as a result.
We regret that the frame you selected for order o5097518684 is no longer listed in the database record of the order, and there is no note in the database record of the order advising of the model number of the frame that was removed, so we cannot determine the frame model you selected and view its price.
However, for order o5099948776, we see that you ordered frame model 2032215, which is $6.95, and a standard progressive 1.50 standard index progressive lens with our Blokz® blue-light-blocking feature, for $43.95, and a standard anti-reflective coating, for $4.95. These items total $55.85, and with Standard shipping, for $4.95, the total for this order was $60.85.
The prices for the items and the total for this order are all correct, and we hope that this clarifies the pricing for this order.
I purchased 2 pairs of glasses from this company. I was advised that the glasses were sent out on September 24,2022 and were received on September 26,2022. I never received my glasses in my locked mailbox. I was never provided an update on their progress despite asking for email updates or updates to my account. I asked for the procedure to receive a refund for the missing glasses and I finally received an email from the company. I was advised that I could not receive a refund for merchandise I never received and I could only receive a discount on a future order. Why would I EVER place another order with this company.
Thank you for posting your Zenni review of the eyeglasses order you placed on September 17,2022, order o5066903492, which we were sorry to learn you did not receive, even though the U.S. Postal Service advises that this eyeglasses order was delivered to you on September 26,2022.
As we advised in our response to your Better Business Bureau complaint you are a longtime, valued customer, and we profusely apologize for any dissatisfaction you experienced as a result.
We see a note in the database record of the order that we advised that we will issue a free remake of this order for two pairs of eyeglasses – one of them a pair of premium progressive eyeglasses with our Blokz® blue-light-blocking feature, in half-rim, rectangular, stainless-steel, silver frame 463311, with a frame width of 135 millimeters – the other one a pair of premium progressive gray sunglasses, in full-rim, rectangular, flexible-plastic, black frame 2018921, with a frame width of 137 mm.
We provided this same option to you when you did not receive your order o3469735759, placed on December 2,2022, with a free remake of the glasses from that order in order o3549342703.
We see that your most recent order, o5084365669, for one pair of premium progressive eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses and Blokz®, placed on September 24,2022, was mailed to you today, September 29,2022, with the U.S. Postal Service tracking number 9400136109361841450825.
We hope that you will accept our offer of a free remake of the eyeglasses order o5066903492.
However, if you do not want the remake of these two pairs of eyeglasses, insofar as you are a longtime, valued customer, we will be happy to make a one-time customer service exception to issue a full refund of what you spent on this order, $164.39, to the PayPal account you used to pay for it.
We will include a note in the database record of the order, informing our lab that if you contact us via telephone, at 1-800-211-2105, or via Chat (by clicking the button labeled Support at the lower right-hand corner of every page of the Zenni website), or by emailing us, at [email protected], and putting your order number, o5066903492, in the subject line of the email, and advising of your choice either for the free remake or the full refund in the phone call, Chat, or email, we will be happy to issue either the free remake or the full refund.
We hope to hear back from you with your confirmation that you would like the free remake or the full refund, either of which we will be happy to issue.
We also hope that this will resolve this matter to your satisfaction.
Ordered glasses. Prescription was easy. Got the glasses and can't see a thing. Will only offer instore credit. Why would I reorder if they can't a simple prescritpion correct. My advice? Order from your eye and skip these jokesters.
Thank you for posting your Zenni review of the first order you placed with us, order o5064789531, placed on September 16,2022.
We were very sorry to read that you could not see well through the lenses of these standard progressive eyeglasses, for which you confirmed that you entered the prescription and pupillary distance (PD) correctly with a copy of the prescription you received from your eye doctor.
Consequently, we apologize for any dissatisfaction you experienced as a result.
It was good to see the notes in the database record of the order when you contacted us via Chat about the eyeglasses, indicating that we emailed you instructions to return the glasses to us for an inspection, and that we also emailed you a prepaid mailing label to use for return postage.
We are eager to receive and inspect these eyeglasses, and when we have inspected them, we will email you the inspection results.
If our inspection finds any manufacturing errors on the glasses, we will offer to remake them for you for free.
If we find no manufacturing errors on the glasses, we can return them 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.
We apologize again that you could not see well with these eyeglasses, and we hope that receiving the eyeglasses for the inspection will lead to a successful resolution of this matter.
I paid $124.80 for my glasses and when they arrived the lenses were blurry to look through. I did everything they asked and returned the glasses hoping to get the prescription fixed and the glasses returned. They said everything was right with the prescription and would return part of my money. My return only nets me $57.43, not much of a money back guarantee. In addition, I had a Doctor give me a professional prescription and now their customer service says that I should recheck his prescription, based upon advice from a Lab Technician. Terrible service, terrible warranty and terrible advice from a technician who is challenging a medical doctor. Avoid Zenni at all costs!
Thank you for posting your Zenni review of the first order you placed with us.
We were sorry to read that you could not see well through the lenses of the standard progressive eyeglasses you ordered with our Blokz® blue-light-blocking feature on May 19,2022, on order o4763377100.
Since you returned these eyeglasses to us for an inspection, and because our inspection found no manufacturing errors on the glasses, we advise that we could 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 glasses.
You selected the latter option, and we issued this refund on September 20,2022.
We are sorry that this eyeglasses order did not work out for you. We apologize for any dissatisfaction you experienced as a result, and we hope that this refund resolved this matter to your satisfaction.
Glasses are low-quality, inexpensive options compared to going to an optometrist's office. However, it's 30-day return policy is a fib. You have 1 of 2 options. Either 100% store credit is to be applied to a new order of glasses (if you have already placed a new order you are SOL). The second option is a 50% refund of the amount. I have ordered three times from them and will not be returning.
Zenni markets itself as a customer service-oriented inexpensive option. Clearly, they do not prioritize the needs of a customer otherwise they would offer better modeling and dimension services to provide more accurate sizing and frame fit. Do better!
Thank you for posting your Zenni review of your experience ordering eyeglasses from us.
We were sorry to read that you feel that the glasses are low quality, that you have had trouble finding frames in a size that will fit you well, and that you dislike our return policy.
Consequently, we apologize for any dissatisfaction you experienced due to these issues.
We were also sorry to read that for your order o5035946249, placed on September 5,2022, for one pair of nonprescription eyeglasses with our Blokz® blue-light-blocking feature, you selected full-rim, square, flexible-plastic, Glow-in-the-Dark green (lights off) to pale aqua (lights on) frame 8110316, with a frame width of 147 millimeters, which you advise does not fit you well.
We apologize for any dissatisfaction you experienced due to this matter, as well.
In addition, it was good to see that we emailed you instructions to return these glasses to us for a 50 percent refund to the credit card you used to pay for them, as well as a prepaid mailing label to use for return postage.
We were also happy to see that you placed a new order, o5056994353, on September 13,2022, for nonprescription eyeglasses with Blokz® in full-rim, rectangular cat-eye, flexible-plastic, blue and green frame 2026116, with a frame width of 139 mm.
We hope that this frame fits you better than frame 8110316 did. Moreover, since you mention the fit of the previous frame you ordered, we want to recommend the information we provide in an infographic found toward the middle of the bottom of every page of our website, How to Measure Your Frame Size: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to.
This infographic explains how to measure the dimensions of each element of a pair of eyeglasses you have now that fits you well and looks good on your face, so that you may shop for a frame on our website with similar dimensions, which can be seen under the enlarged picture of the frame on our website, under Details.
It does not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. We also have information in our Help Center that is very useful for determining the frame size you need for a frame to fit you well: https://help.zennioptical.com/hc/en-us/articles/360049904633-How-Do-I-Find-My-Frame-Size-.
We hope that this information is helpful, and we thank you again for posting your review.
My glasses are great just what I wanted. I am very pleased with them. I saved money with Zenni. I plan to order another pair, but this time sunglasses.
This is a good company for regular glasses, but not so good for complicated lenses. I thought I would try a progressive lens. The middle prescription is not done correctly. It is not that I need time to adjust to the prescription, or the progressive lenses. The prescription is wrong and I can't focus at all. The top and bottom are both correct.
I have sent numerous emails back and forth just wanting the proper lenses.
They would like me to send the glasses back at my expense to determine if the prescription is done properly. I suggested that they let me know what was calculated as the middle distance and I will bring the glasses to an Optomistrist in Ontario to determine if it is correct. This avoids any conflict of interest.
I performed the four point touch test for customer service. The frames sit nicely on the bridge of my nose. I told the company through email that I can only see my computer screen clearly when I either tilt my head backwards, because I am now looking through the bottom of the lens, or if I hold the frames off of my face and several inches in front of my face. Again, I am focusing through the bottom of the lens.
I specifically purchased these lenses after a spinal fusion. It is not sustainable to be tilting my head backwards to see out of the reading portion of the glasses. I should be able to sit with proper posture and see my computer. Puter screen at a mid range distance.
It really is unfortunate because I also ordered the soft slip on safety frames for working with patients. These would have been amazing glasses, except for the middle calculated prescription.
Thank you for posting your Zenni review of the order you placed for premium progressive eyeglasses, o4987304626, placed on August 17,2022.
It is good to know that you can see through the top (distance) and bottom (reading) of the lenses well, but we were sorry to read that you could not see well through the intermediate (computer-vision) portion of the lenses, and we apologize for any dismay you experienced as a result.
We are also sorry that we do not provide prepaid mailing labels for customers outside the United States to return the glasses to us for an inspection.
Therefore, we invite you to enclose with the glasses a copy of the receipt you obtain at the Canada Post office for the cost of mailing the glasses back to us.
If our inspection finds any manufacturing errors on the glasses, we will offer to remake them for you for free and reimburse to your credit card the amount you spent to return the glasses to us for an inspection.
We look forward to receiving the returned eyeglasses, so that we may inspect them and, we hope, resolve this matter to your satisfaction.
We could not be more pleased with these glasses. They are so comfortable and durable for our 6 year old. They are our third pair because he can rough and tumble with brothers and cousins without breaking his glasses. They are so cute too! Zenni perfectly filled the prescription.
I was able to order and receive a pair of glasses for my husband faster than he was able to get himself an eye appointment!
Easy to order great selection! The whole process is less than 15 min and the prices are very reasonable…
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 gratifying Zenni review of what appears to be the first order for eyeglasses you placed with us, order o5078832403, placed on September 22,2022, for one pair of single-vision distance eyeglasses with gray photochromic (light-sensitive, auto-tinting) lenses and our Blokz® blue-light-blocking feature.
We were happy to read that you are pleased with the delivery time of your eyeglasses, and we hope that you are pleased with the eyeglasses themselves.
It appears that you are satisfied with the eyeglasses, since you mention that you had wanted to give us five stars, but the Sitejabber character-count limited it to three stars.
Nevertheless, we are delighted to take the five-star evaluation, and we thank you again for taking the time to share your remarks.
In addition, Mr. Harp, we want you to know that at Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.