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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
11:52 pm EDT
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Zenni Optical zenni cannot locate my records nor prescription details

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

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1:12 am EDT

Zenni Optical credit card number stolen after zenni optical order

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.

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Kuewa
, US
Feb 18, 2022 1:02 pm EST

I just ordered glasses online a couple of days ago. When I checked my bank account, the charge appeared as a "repeating charge." In other words, Zenni planned to charge me for one pair of glasses every month, evidently hoping I would not notice. I immediately called my bank, and they said I could either cancel my card, or contact Zenni and have them fix it on their end. Cancelling my card would be a major pain, so I opted to contact Zenni. Zenni offered no explanation as to why an unauthorized repeating charge was attached to my account, but did say their "Operations Team" would resolve the issue within 24-48 hours. I plan to check my account in 48 hours, and if the "repeating charge" is still there, I will just cancel my card. What a pain! Having read all of these complaints, including the ones at the Better Business Bureau, I will never use Zenni again, even if they do "resolve" the repeating charge issue.

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citasix
Herndon, US
Nov 21, 2017 11:41 am EST

This happened to me too. Several charges from Uber New Zealand while I was at my desk in the U.S. The only out of the ordinary online purchase I had made was to order Zenni Optical glasses the night before. I knew there was something shady with this company. On top of that, the glasses I recieved looked nothing as pictured and the prescription was wrong. Lesson learned. Too good to be true, it is...

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K
1:27 am EST

Zenni Optical horrible quality

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.

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2:53 am EST

Zenni Optical I will not use this company again

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.

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1:10 pm EDT
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Zenni Optical charges credit card but cancels order

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.

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6:45 pm EST

Zenni Optical scam, cheap, poor quality glasses. disgusting and deceptive business practices.

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.

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Edward John Allen
, US
Jul 10, 2017 10:13 am EDT

Yup, they are indeed an abysmal company to order from. poor quality products, shockingly bad customer service. AVOID..

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ERR34
, US
Feb 10, 2016 8:44 pm EST

Look up The Consumer Rights Act 2015 (updated October 1, 2015). A company is not allowed to refund less than 100% if the item is returned within 30 days of receiving shipment, if it doesn't arrive in the condition it was described to be in. Prescription glasses need to be the right prescription -- so that you can use them right away, otherwise they're useless. If you paid with a credit card, file a claim with that company (number on the back of your card), they're very helpful (have return tracking # ready). If you paid with Paypal, file a claim, request 100% refund, state the above Act, give a brief summary of your situation, and expect to have to escalate the claim, because Zenni will still try to deny it.

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1:27 pm EDT

Zenni Optical return refusal

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.

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4:38 am EDT

Zenni Optical seller sent us different glasses

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.

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11:11 am EDT
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Zenni Optical lack of repair service

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

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3:35 pm EST
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Zenni Optical progressive lens

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.

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MOTCLIFF
, US
Sep 09, 2013 11:46 pm EDT

glasses came with one lens not even bifocal. they said they would contact me after i sent them back. but after 3 weeks i cntacted them. they said i put infomation in wrong. i confirmed all was right over the phone. now i can start over or they may give 50% back. probably another excuse is comming. RIPOFFF.

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K
10:12 am EST
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Zenni Optical business fraud

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.

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7:45 am EST
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Zenni Optical can't see

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.

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2:17 pm EDT
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Zenni Optical eyeglasses

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.

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2:56 am EDT
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Zenni Optical misrepresented product/horrible customer service

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.

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oxygenated
, US
Oct 12, 2016 10:37 am EDT

I have ordered multiple glasses from Zenni going back over 7 years. Considering that Zenni lists EXACT measurements IN MILLIMETERS for lens height, lens width, bridge width, overall frame width, and temple length for EVERY single frame they sell, any competent person would have to assume that your inability to order frames in a size that suits you is a result of your own personal incompetence.

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5:25 pm EST

Zenni Optical received a prescription ordered online that was incorrect

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.

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GregoryK
Edmonton, CA
Dec 07, 2012 1:53 pm EST

I placed an order with them. You click the little I agree box and it explains that they recommend you send them an email or fax of your prescription. I entered my prescription. It is well laid out and has little help buttons you can press for help. Everything is very clear. If the values are not entered right it is not Zenni's fault. I scanned my prescription and emailed it to them. Within 8 hours they emailed me back to tell me everything was correct. I look forward to the 2 pairs of glasses I ordered.

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11:12 pm EDT
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Zenni Optical did not deliver product

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.

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12:16 am EDT
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Zenni Optical rude behavior

I ordered prescription glasses from Zenni Optical. After 2 weeks that had not arrived. E-mailed company. Was told they had recently been shipped. One week later, (a total of 3 weeks) still no glasses delivered. Called company . Man answers phone . I tell him that glasses were not delivered and give him order number. He states that his records show that they were delivered to my address by post office. I tell him that they have not arrived. He states in an abrupt snippity fashion: "I'LL GIVE YOU THE TRACKING NUMBER AND YOU CAN TAKE IT UP WITH THE POST OFFICE."
I am now in process of checking with postal office. I have found many similar complaints online about this company. I am hoping that someone from Zenni will READ THESE COMPLAINTS AND DO SOMETHING ABOUT THIS PROBLEM, IN PARTICULAR THE RUDE BEHAVIOR OF THIS EMPLOYEE. I HOPE THAT THEY GET THE GLASSES TO ME.

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11:30 pm EDT
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Zenni Optical scam

I ordered 3 frames (only) from Zenni - #605225, #430023 & #453415.
Two pairs were delivered to my address in Australia within a week however they did not look anything like any of the pairs I ordered.
I rang the customer service line who asked me to email a photograph of the glasses delivered.
I duly sent the email with the photo.
In an email the next day Zenni asked me to return the glasses and they woul dprovide me with the correct frames.
I replied that I would not be wasting more time or money dealing with such a company and would try to arrange a refund of the payment with Visa.
I believe the company is nothing more than a scam.

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b.b.g.b.
, US
Jun 05, 2012 1:55 pm EDT

I have an extremely strong prescription in my left lens and Zenni was able to make glasses that I can wear for about $50/pair. In a brick and mortar shop I would have paid $400-$600 per pair for this quality. I'm so glad I didn't let the optometrist scare me off from ordering online. Zenni's shipping was quick (within a week, including a holiday weekend), I got exactly what I ordered, and before they sent the order they even e-mailed me to confirm the prescription was entered correctly because it was an unusual lens. I was very anxious about ordering online with Zenni but now I'm very glad I did. Without Zenni I would not have been able to afford the glasses I needed to see clearly while driving. I was even able to get sunglasses for the first time in my entire life.

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Greg_C
Camano, US
Oct 01, 2011 2:45 am EDT

My family members and I have made four separate orders for three different prescriptions all of which arrived ahead of time and in perfect condition as ordered. We could not be more pleased with their excellent products and propmt service. We will order from Zenni Optical again and have recommended them many times.

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6:17 pm EDT
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Zenni Optical wrong prescription

I purchased 3 pair from Zenni and only one pair matches the prescription I have. Yet all three were ordered together on the same prescription. Two make me dizzy when I wear them and one doesn't. Go figure ! Zenni says they were filled correctly...they weren't and Zenni can't / won't replace them. Nice frames, the unimportant part. The glasses are wrong...well, 2 out of 3 so I guess I'm still ahead..a little bit. Won't but online again though.

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1:45 am EDT
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Zenni Optical made my glasses wrong twice

After I placed my order I heard nothing, except that they debited my account. I waited a month, then called. They were very rude because I didn't have the order number, which they did not email me. Finally after several minutes on hold, they found my order. It wasn't ready yet. I questioned them about it, they were already rude so it couldn't get much worse. They informed me the lenses are made in China, and they hadn't arrived yet, but when they do arrive my glasses will be put together and sent out. I had to call two more times to find out where they are.
Finally my glasses arrived, I had ordered an expensive pair with real glass, progressive lenses, coatings and photogray. The frames were nice. I could see fine close, but distance was a strain on my eyes which resulted in headache. Distance was very fuzzy, I was afraid to drive with them, so I put the old glasses back on.
Next day I called them and they stated their policy, just as other complaints said. I chose to send them back. They COULDN'T get them wrong TWICE. Could they?
This was a repeat of the first order, many calls to find out where they were. Every time they were rude. Finally they had the lenses. They said they were made wrong so there was no charge. When they arrived, I put them on, and the same problem. They made the lenses wrong again.
I chose to take the loss and keep the glasses because the frame is nice and I plan to use it when I have the prescription filled locally.
I never sent away for glasses before, and I can't speak for other on line glasses, but I will never have Zenni make glasses for me again.

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S Cage
Erie, US
Jul 11, 2011 1:53 am EDT

Wow! Are you sure your Rx has not changed? I also purchased progressive glasses from Zenni. Thy fitted my vision well and only took me 3 days to get used to. We all know that progressives usually take one week or more to adjust to. What’ more, Zenni sent me an email one day after I placed my last order for progressive glasses since they found that my Rx was different from the one in my previous order. They advised me to consult my optometrist. Very appreciated. However, there is no need to do so, since I really know that it is the up-to-date one. I wore glasses since I was 15 years old and had my eyes checked every year since I understood that my vision changed with time. Maybe, you can take an eye test before you place the order next time.

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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