Zenni Optical
reviews and complaints

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

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

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.

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.

After sending several emails and being told they do not have any of my records I decided to go back through all my records and look what I found.
Invoice [protected] dated December 25, 2015.
Invoice [protected] dated February 04, 2013.
And Zenni do have me on there records !.
What do they have to say NOW?
I've also sent them photos of half rimmed rectangular glass that I wanted
In sunglasses.
Please let me know the outcome of your investigation.
John Desmond Hall
[protected]@iinet.net.au

I wish I had read the complaints about their products BEFORE I ordered 6 pairs of glasses. I haven't received my order yet but hours after I placed my order a couple of thousand dollars worth of online purchases were attempted on the card I used. When I entered my credit card information and submitted my order, a pop-up box with my unmasked, untokenized credit card umber appeared asking me if I wanted to save the card for future purchases. Because the card information was unmasked, it brought me pause and I selected NO and thought how primitive the credit card security was. I didn't anticipate my card number being stolen, but I am not surprised. I hope, when my order is received, that I won't again be disappointed and inconvenienced due to quality and lack of customer service support. If disappointment does follow once I receive my product, I will be posting a complaint again.

People, don't buy from Zenni Optical unless you want to be disappointed. Their prices are truly amazing (super cheap) but don't fell for that. Their glasses are of a very poor quality and it's just not worth to buy here. Better spend a bit more a buy yourself a good pair of glasses. I was shocked when my glasses finally arrived, frame was made of cheap plastic and they were too big for me. Customer service did nothing to help me and they refused to refund my money.

I sent them a prescription and ordered a pair of glasses. When my glasses finally arrived and I tried them on I could not see a thing. They were made wrong. I contacted Zenni Optical support and asked them to fix everything but they said that I need to pay extra for that kind of service. That was their mistake and not mine! They were supposed to fix my glasses but they had a nerve to ask for more money! I will not use this company again, they gave me a hard time.

Placed an order on Zenni and after a couple of days i get a reply telling me that my order was fraudulent and thus, was cancelled.

However my bank didn't have a problem accepting the charge.

In the communication, they said I would be refunded immediately but so far I haven't received it.

I made a mistake of believing them that i had made a mistake with either my address or CVV and i reordered, to the same effect. It was only later that I realized that the charges were actually made to my CC, proving that it was not a mistake on my end.

Be sure to order with a service you can chargeback.

Ordered a pair of glasses. When they arrived they were nothing short of junk. I contacted the company to return them and receive a refund. Company would only allow 50% refund and nothing until they received the glasses back. They told me it could take up to two months. No mention that the company is located in China. They present themselves as being a CA company. This is nothing but a lie. You can only find out about their true nature by clicking on the very fine print "Terms" on the very bottom of their website. This is a clear indication they have things to hide.

Ordered a pair of prescription glasses that did not fit well and asked representative for RMA number and was told that their return policy is 30 days only, contrary to the claim by their own site that it is 60 days. Customer must return the glasses to Zenni Optical within 60 days of having received -- http://www.zennioptical.com/regence-return-policy.

We ordered two types of glasses with the same prescription from the company www.zennioptical.com. But the seller sent us completely different glasses and when we checked the prescription, it turned out that they were different. We emailed the seller and asked that it wasn’t what we have ordered, but the seller refused to change and told that he has sent correct order. Stubborn seller and not recommended company.

I have ordered several pairs of glasses from Zenni Optical and recommended them to family and friends who have ordered. I recently lost a tiny screw that holds the lens to the frame. I e mailed the company and was told that they don't do repairs and my 30 day guarantee was up and they could not send me a repair kit or the screw I need to make these glasses operational again. Local optometry businesses can not match the screw to repair them. I was told by their customer service that I was" welcome to order another pair of glasses". When pigs fly! I will never use this company again if they cannot stand behind their product and I will advise all my friends and family never to use them. All this over a screw that is about 1/4 inch long. Sad

I was hesitant to order glasses over the Internet and especially from Zenni because of the numbers of complaints they had and the discussions of opticians who suggested that you wouldn't get personalized service if you bought from a discount service. But the price lured me in - $50 for a pair of progressive glasses for my astigmatic eyes - a risk I could take once when my glasses often cost around $300 a set. So I made sure that I got my PD readings from Walmart (where I had purchased two different prescriptions over the last five years, and who readily gave me my readings from their records) and my new prescription from my optometrist, noted that my left and right PD readings differed two millimeters from center, and sent in an order to Zenni. It took 13 days, and today I got my new glasses. I hate the frames (plastic, and they look so much bigger than my wire rims) but have had no problems with my new glasses. I have been driving, reading, working on the computer, and doing carpentry work. All focal lengths are good. I have been wearing progressive lenses for 15 years now, and these are fine. I'm sorry about others who get their first pairs of progressives from Zenni and can't adjust to the progressives. I am not convinced that it is a problem with Zenni; progressives are hard for many of us to adjust to. I am glad that I got my first par of progressives from a local optician - it took me a week to adjust and I thought I was going to be seasick. Now, I wish that I had gotten these glasses a week or so ago because Zenni just got over a buy two get one free sale and I wouldn't mind a few more pair of cheap, good glasses. I would gladly buy some more glasses from Zenni.

I ordered a pair of glasses from Zenni. There was not a space on their form to enter a critical part of the prescription. So immediately after ordering the glasses I sent them an email stating that they should include the missing information which was "ADD PAL 0.25" which I've learned is an assumed dimension when ordering no line bifocals. That's when the problem started. After three weeks of trying to communicate with a company that doesn't want to communicate, because they will not answer the phone, return a phone call, and their 'live chat' "is not available". In the end, I've ordered, at their insistence, paid for, 5 pair of glasses for a grand total of $356 for a pair of $71 glasses, not to mention the aggravation of trying to communicate with them. I did receive one pair and they are wrong, but the hoops they want your to jump through to correct their mistake is unbelievable.
What I finally noticed is pattern of standard answers to emails and no tracking of the history of any correspondence. Therefore you might get a recommendation one day from one operator and the next day you'll get conflicting advice from another.
Zenni Optical has a standard practice stated in their agreement of arbitration. Generally arbitration is for business to business relationships. Only ethical questionable business use this practice, Stock Brokers, Real-estate Agent, Auto Dealers, etc.
Use this company at your own peril. There are other companies with a better product, much better service at the same price.

I purchased 3 types of glasses and this is the second time I have purchased from them. The first, went well, thus the second. I bought reading glasses, they worked fine. I bought distance glasses and they work fine, so I know the prescription is not the problem. The problem is with the glasses that have a progressive lens. I have had this type of glasses for years and I fully understand the limitations and problems associated with them. The reading part of the glasses works just fine, it is the distance that is the problem. In addition to slight nearsightedness, I have an astigmatism. This causes a blur (ghost) mostly with when trying to read signs. My right eye is much weaker than my left eye and this imbalance is the reason I wear the glasses. If you have this situation you know how much of a problem this imbalance can be. The left eye has a small spot of clear vision for distance, If I move off that spot even a little, the correction goes away and I don't have clear vision. The left eye has no such spot. I do not have clear vision anywhere in the lens. I returned them and was told they are manufactured correctly. I think the lens is too small to accommodate my prescription. There are a number of frame/lens sizes that I could not select because of my prescription, but this particular combination was allowed. Zenni should have known this, or, should have realized it when I returned the glasses. I put this on them, they are the experts and should know. If you have a simple prescription you should be ok, anything complex, forget this company.

I purchased a pair of tinted reading glasses from a online optical company zenni optical to use while on my computer. These glasses have never left my desk and have been exceptionally well cared for. After approximately 4 months I noticed a slight line forming on the left lense. After 8 months it was much larger. The light grey tinting is separating. I called the manufacturer//distributor zenni optical and they told me they only stand behind their products for 30 days. Thus if you are looking for a pair of glasses to last longer than 30 days buy them somewhere else. Take my advice. Paying a few extra dollars for glasses is a good investment.

This is an online only eyewear store, and I want all to hear my WARNING that they are awful, misleading, and their customer service is practically non-existent. My brother ordered a pair of glasses that were misrepresented in their description, when they arrived they were HUGE, and when we tried (and tried, and tried) contacting the company we could never get anyone via phone or email during their regular business hours. Their live chat feature is always offline. After almost two months, we finally heard back. The response was in horrible broken English, and we had missed their 30-day window for doing anything. SHAM! All we were asking for was an exchange, by the way. Watch out if you order anything from this company.

Received a prescription ordered online that was incorrect. Was told I entered values wrong. NO replacement lenses anyway. Only new glasses. There is no way to attach prescription so can't prove right or wrong. Took 3 weeks to get glasses at $29. By the time I get through VisionWorks is less expensive and only 1 hour. These people need a better way to enter a prescription. I am not an optometrist.

II ordered a pair of eyeglasses, got no email notifiying me of them being shipped after more than a week.

I went and checked website and it said they were done. I then checked the USPS webiste and it said they had been delivered with "delivery confirmation" (note - no signature or proof of delivery required).

When I contacted Zenni, they told me either I'd have to get letterhead fromthe post office saying they didnt deliver it (when their website says they did). Good luck with that - the P.O. wont even answer the phone or respond to my complaint at all.

When I told Zenni this they basically accused me of attempting to defraud them (for about $70!).

NEVER USE THEM. MY FRIEND HAD A SIMILARLY BAD EXPERIENCE WITH THEIR CUSTOMER SERVICE. BEYOND UNRESPONSIVE, THEY TAKE YOUR MONEY AND ARE JUST INSULTING.