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Zenni Optical
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2.3 52 Reviews

Zenni Optical Complaints Summary

17 Resolved
35 Unresolved
Our verdict: Engaging with Zenni Optical, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Zenni Optical reviews & complaints 52

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J
9:13 am EDT
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Zenni Optical Management hides behind front line customer support

I had an accident and damaged my glasses. Zenni advertises 3 - 5 day (not business days... but days) with rush delivery from day after the date of order. It is unfortunate they cannot fulfill orders as promised. They are not willing to provide any names of individuals at the company that are in Senior management. Only to please send an email to customer service (which is who I was talking to on the telephone) and they would respond in 48 hours. Now I ask you does that make sense?

I would advise people to find an alternative provider. Thios is a company unwilling to stand behind their advertised commitments. A company unwilling to let you reach out to management and places customer service personnel as a buffer to keep problems from finding their way to the proper individuals is arrogant.

Desired outcome: I simply wanted my glasses in a timely manner as I was planning extended travel.

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2:55 pm EDT
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Zenni Optical Customer service

I have had good luck in previous purchases with this company so much I didn’t hesitate to order again. Well took 2 weeks to get the glasses and I loved the frames but the lenses were off so I couldn’t wear them . Contacted customer service jumped through a few hoops and finally well you can return for a store credit towards a new pair minus the shipping charge. Ok I waited for my store credit to appear in my account ordered the new pair and had them in processing when I realized I had paid for the original through PayPal and the charge was still on my account. I contacted zenni with no luck opened a case with PayPal to see if they would rescind the charge,no they wouldn’t and are holding the second pair hostage until I cancel my disput through PayPal. I again contacted paypal and they told me to wait and let them handle this dispute..So at this time I’m waiting to see if I get my glasses or not .My advice to people that order and return for a store credit to check to see if this is happening more often than not

Desired outcome: I want my new glasses and a cancellation of the original amount

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5:02 pm EDT
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Zenni Optical Glasses don't work, the bifocals make you hold.every thing over arms reach.

I order a second pair of glasses. My first pair of glasses had progressive lenses. After a month of use I didn't care how I always had to move my head up or down to get the image clear. I ordered another pair of glasses this time they were bifocals. When I received them I couldn't see anything clearly when trying to read unless I held the text at arms length. I contacted Zenni but after 15 minutes I couldn't get them to help me. They kept saying that they needed to see the prescription. They already had the prescription and the first pair of glasses worked well, I just didn't like them being progressives. I paid for the progressives and also paid for the bifocals. I just wanted them to fix the bifocal glasses so I could use them when reading. Don't waste your money with Zenni optical

Desired outcome: I wanted them to fix the glasses so that I could use them to read text.

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Is Zenni Optical legit?

Our verdict: Complaints Board's thorough examination reveals Zenni Optical as a legitimate entity with notable strengths. Despite a 32% resolution rate on customer complaints, which invites a closer look, Zenni Optical stands out for its commitment to quality and security. Clients considering Zenni Optical should delve into its customer service record to gauge compatibility with their expectations.

Zenni Optical earns 96% level of Trustworthiness

Perfect Trust Endorsement: Zenni Optical achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Zenni Optical. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Zennioptical.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Zennioptical.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Zenni Optical as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for Zenni Optical have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Zenni Optical and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Zennioptical.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Zenni Optical's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 32% of 0 complaints were resolved.
  • Zenni Optical protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
ComplaintsBoard
D
12:01 pm EST

Zenni Optical Refund

All I will say right now is if you order one kind of glasses, say progressives and don't like them you can return them and they say I got an in-store credit but not a refund so if I get cheaper glasses which just regular prescription is probably cheaper they're saying no you won't get you won't ever get a refund will just keep your money in your account well then that's just the same as paying for am I from my purposes that's the same as paying the same amount for cheaper glasses cuz they just said okay you're not going to get the difference refunded. And also I mean they email you the return label if you're going to return them and then you have to go print it and tape it on the packaging which that seemed to go okay but it isn't the same as them for me if they would send me a self-sticking label that would be better would have been better.

Desired outcome: Actual refund

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5:43 pm EST
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Zenni Optical Customer service/wrong advice

I was ordering a pair of prescription glasses and spent a significant amount of time on the phone with one of the sales representatives who was assisting me in finding the right glasses and lenses. I ordered the glasses. A few days later I wanted to order another pair and a different representative told me that the index of the Blokz lenses I ordered was not the correct size for the glasses I ordered. I then went ahead and researched the different lenses (1.61 vs 1.67) that were suggested. The issue became much more confusing and I reached out to Zenni's customer service. Each time I called I received a different response and, in fact, incorrect information regarding the lenses. Some of the information was so incorrect and it was totally different than what is even posted on the Zenni website. I asked to speak to a supervisor and was told someone would call me back. No one did. Today I called again and was told a supervisor would call me back at a specific scheduled time. No one called. Zenni's customer service is absolutely atrocious. They are not located in the U.S. and they make it impossible to get a straight answer or speak to someone with authority. I will not be ordering from Zenni again. I would rather pay more at Warby Parker.

Desired outcome: Fix your atrocious customer service.

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9:30 am EST

Zenni Optical eye glasses that were returned

on 10/15/22 Per phone call to customer service--- eyeglasses were returned to Zenni with provided return label-- as my vision was not comfortable with them. As per customer service we were to expect a full return which has not happened! Order No for the glasses was o50567344117 for $220.86. I would appreciate a quick response---- Thank You Robert Quintin--16 Highland St.--So Dartmouth, Mass. 02748

Desired outcome: full return for returned glasses

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12:28 pm EDT

Zenni Optical Progressive glasses

I ordered a pair of progressive lens glasses on June 5, 2022. Received them 2 weeks later and although I love the frames the lenses were HORRIBLE! They are not progressive at all! In order to see my distance I have to wear them so low on my nose, that looking over the top of my glasses my vision for distance was better. And the bifocal part.. OMG! I have a small square on the inner bottom corners of the lenses that are just horrendous. Will not buy from them again. Very disappointed! Unable to leave a review anywhere so leaving this here.

Desired outcome: I’d like an apology for purchasing hideous lenses that are NOT true progressives

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10:30 am EDT

Zenni Optical Return/Labratory inspection timeframe

I can't begin to express the frustration and disappointment I have with your company's lack of customer service. An order which I placed in January remains unresolved to this date. I placed an order for 5 pair of glasses; 2 for my son and three for me. My son's were as ordered and acceptable. One pair the single script readers of mine were acceptable. However the two progressives the left eye script was off. I have been in contact with your customer service department through half a dozen emails and over a dozen calls and these two pair glasses have to this day, 30 business days later, have not been inspected at your laboratory. I spoke to two supervisors who were unwilling to expedite me replacements. I have been ordering glasses for both my son and myself without any issue for many years based on a referral from a friend. I will no longer be purchasing glasses and will share personally and on all social platforms how lacking your customer service is. A customer should not have to continuously wait for an inspection that is so long overdue to reach a suitable resolution. Do better. You might be able to retain more customers!

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9:28 pm EST

Zenni Optical Glasses

Loved Zenni until my last order...Ordered the exact same frame, with the exact same prescription as my last order but when they arrived something was off. When I contacted them they negatively tried to accuse me of a typo in the prescription. Several emails back and forth and they still wouldnt acknowledge it was the same order (which I showed them several times with screenshots) and continued to blame me for a typo. Then finally they tried to offer me to send them back for an inspection which at some point they MIGHT re do them...I would avoid this company at all costs... There is a reason they are so cheap vs others...However, I am out $100 which isnt like they are ripping people off for small amounts

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2:30 pm EDT

Zenni Optical Bad prescription

A couple months ago I sent Zenni my prescription for a second pair of glasses. The glasses I received were somewhat blurred in the left eye. I took the glasses to my optician and without telling him the specific problem asked that he check the new glasses against my older ones. He found a production flaw in the left lens.
Sent glasses back to Zenni and they found nothing wrong and that they cannot except a 3rd party opinion. Whatever technical issues were involved the problem was simple, vision in the left eye was blurred compared to my original glasses - same prescription.
I took Zinnis poor option of half my money back.

Update: now two months later I received new glasses from EYE-BUY-DIRECT and they are perfect. My prescription is a little different and Eye-Buy even CALLED ME to go over my information.
What difference in the performance of these two companies.

Zenni has often answered these complaints with long excuses and their options which I think indicates their poor service guilt.

Desired outcome: I felt I should have gotten a full refund from Zenni or at least better customer relations. I expect nothing.

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6:43 pm EDT

Zenni Optical Poor quality

I ordered 2 pair of bifocal lenses and frames (order #O3841928687). Both pair of glasses came so bent out of shape they were crooked on my face or not able to be worn at all. The prescription was not correct in either pair as well. No way to salvage wearing them in any possible way.

I spoke to customer service (took 3 calls) and was told they could remake the glasses at first. Another agent said they could cancel the order and issue a store credit but never confirmed this so I posted a negative review on their Facebook page. After chatting with their Facebook page I was told they would make an exception and provide a full refund to my method of payment. Photo of that chat attached.

In the meantime, someone else responded to a Trustpilot review saying I was going to get a store credit. Why would I want a credit for cheap plastic trash in which my prescription isn't even being made correctly. I want the refund to my payment as promised! Photo of Zenni response to Trustpilot attached as well.

Desired outcome: Full refund to payment method as promised in writing.

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2:47 pm EDT

Zenni Optical Progressive glasses

Glasses do not work. The distance portion is so high I would have to wear the glasses way, way down my nose to see anything far away or drive. Several very long calls and long chats with very long boring details have taken place. To summarize them all. They cannot adjust the glasses as they are dictated by a machine setting. I returned the glasses and can only receive a credit to order new glasses or 50% refund because they need to keep 50%. They cannot tell me if I will have the same problem with my new glasses and if I do I will only get 50% back. My choice is to order glasses again which they cannot make any differently than the last ones (because it is a machine that cannot be adjusted) OR lose 50% of my money. There is also no way in the world they can do anything else. These are thier unbreakable rules, sorry!

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3:12 pm EDT

Zenni Optical prescription glasses

Entered my rx very carefully, measured my pd very carefully...the glasses I received make me go cross-eyed as if the rx is in there backwards or upside down. Totally useless glasses. My mistake. Will now have to take the frame to my optician and pay to have the rx fixed. waste of money and time. The frames are cheaply made Chinese crap. Regret this purchase. Not even going to bother with Customer svc based on these comments here. Wish I'd seen this website sooner!

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1:23 pm EDT

Zenni Optical online ordering

I have been trying to order glasses online for the past two days. I have tried different computers and different servers but... Anything below the pd, that is the prescription area on the order page, will not allow me to enter the rx details or anything below.

I am extremely frustrated at this point!

If you can help please call me at [protected]

Glasses to be ordered: item number 328717 purple & item number 216919 pink
Progressive and transitions
Single pd: 61
Od sphere 0.00, cyl -0.75
Axis: 095
Near add +2.50

Os sphere 0.000
Cyl -0.75
Axis: 085
Near add +2.5

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5:45 pm EST

Zenni Optical glasses where the anti glare purchased does not work, returned to California

A pair of glasses was purchased, part of the package was an anti glare protection, just spent 1/2 hour on hold with customer "service". I have sent the glasses back to your addresses in california to have your lab address the issue according to a service rep on the phone, several weeks ago! Whats the status. Either issue a new pair with correct anti glare and exact prescription or 100 0/0 refund to my ccard. Please asap. Pluis get in touch with the status.
Sj stuesser
Stewart. [protected]@gmail.com
[protected]
A prompt and customer focused resolution will prevent me contacting my cc company and disputing the charge.

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11:59 am EDT
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Zenni Optical total waste of time

I waited on hold for 20 min to ask a question about their glasses and then was cut off. When I did a search on the company with this complaint site I find that it's amazing that these people are not in JAIL by now. How come the Atty Gen and or the FCC has not shut them down with all the complaints of bad products, no returns, horrible customer service (I can imagine if I can't even talk to them when I want to BUY something, what would it be like to get a refund) and on and on. They don't list an address (probbly don't want someone on their doorstep with a club or gun) and don't take orders over the phone. It's a wonder they've got the amount of business necessary to generate these amount of complaints. I'd STAY AWAY from these people!

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2:37 pm EDT
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Zenni Optical glasses

I ordered glasses that darken when you go into day light. When I received them they did not darken. When i called I was told to put them in the freezer then go outside. Still didn't darken. Customer service was unfriendly at best. They offered me 100% store credit after I returned the glasses, they evaluated them, and decided if they wanted to give me credit, requiring another month of time I am without glasses. Or, I could get a 50% refund on my credit card for their mistake. Poor Company Policy, Poor Customer Service. I have bought 8 or 9 pairs of glasses in the past and recommended the company to several other people. I will be taking my business elsewhere in the future

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12:34 pm EDT
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Zenni Optical problems with frame

Client number : #o494445966 Philip Camilleri

I have made use of your services before and I was more than satisfied. However my last order was a disappointment. A few days after I received my glasses, one of the glasses fell off the frame. The bridge nose was pressing too much on my nose. Because of this I expect a refund.

best regards

Philip Camilleri
email: [protected]@hotmail.com

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3:24 pm EST

Zenni Optical glasses

I ordered glasses, they were incorrect ( a decimal was misconstrued) I sent them back. Tried to explain on phone was correction should be but they would not take it by phone must be done online. So. I received credit being told to reorder online.
When I attempted to reorder same glasses with same features, site would not allow. I had to start a brand new order, price was now more than doubled!
What a slick way to get a 100% increase to Zenni.
I have no glasses. They have my money. Would not allow me to "reorder" . New order more than double.

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2:13 pm EST

Zenni Optical money stolen from my bank account. (scammers)

I do not appreciate the use of my credit card number by people that work for you. I have never experienced anything like that. This is fraud and I will go to the police and report it.

I had over $180.00 stolen out of my bank account by these people! They posted to my account 5 different times. What kind of crooks are these people. They need to be arrested and tried for fraud.

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Zenni Optical Customer Reviews Overview

Zenni Optical is an online eyewear retailer that offers a wide range of affordable glasses and sunglasses. The company has received overwhelmingly positive reviews from customers who appreciate the quality of the products, the ease of ordering, and the affordability of the prices.

One of the most frequently mentioned positive points in Zenni Optical reviews is the company's vast selection of frames. Customers appreciate the wide variety of styles, colors, and materials available, which allows them to find the perfect pair of glasses to suit their individual needs and preferences.

Another key benefit of shopping with Zenni Optical is the affordability of the prices. Many customers report being pleasantly surprised by the low cost of the glasses, especially given the high quality of the materials and construction. This makes Zenni Optical a great choice for anyone looking for stylish and functional eyewear on a budget.

In addition to the quality and affordability of the products, customers also praise Zenni Optical for its user-friendly website and easy ordering process. Many reviewers note that the website is intuitive and easy to navigate, and that the ordering process is straightforward and hassle-free.

Overall, Zenni Optical reviews are overwhelmingly positive, with customers praising the company for its wide selection of frames, affordable prices, and easy ordering process. Whether you're in need of prescription glasses, sunglasses, or both, Zenni Optical is a great choice for anyone looking for high-quality eyewear at an affordable price.
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