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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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9:47 pm EDT
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Zenni Optical glasses

I purchased a pair of glasses from zennioptical and I am very dissatisfied. Believe me there is a reason that in their term of use they say we urge you to keep your current glasses as a backup pair. The reason is that shortly after the 30 day so called warranty they are going to break. I bought a pair of glasses from them and after 60 days of use, they broke. The actual lens broke where it was attached to the nose piece. Another quote in their terms of use is zenni optical is not responsible for lost, missing or en-route damaged goods. So if they get broken en-route you have wasted your money. Another quote is zenni optical does not provide repair, replacement or exchange service of any kind. So in other words once you order the glasses and they have the money you are sol. I thought this would be great due to the high cost of eyeglasses. I paid $100.00 and thought it was great, but it's not so great if I have to pay $100.00 every two months. Please be very leery of ordering your glasses from zennioptical. My glasses broke and I can not see to drive or read or use the computer at work without glasses so it is a very very big inconvenience for me because I can not step out and get a pair made same day so I will have to go without glasses for about a week. No more zennioptical for me.

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TOutlaw
Alexandria, US
Dec 27, 2011 3:41 am EST

Customer Service is HORRIBLE! I ordered glasses and never got them. The USPS website days items were delivered but I never got them. RUN RUN RUN far far away from this company

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5:57 pm EST
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Zenni Optical prescription glasses

Received glasses almost a month after ordering (due to customs) . The glasses seemed ok: always a "breakin period" for new lenses ya know, but started getting headaches after awhile, often enough to see a doctor, eventually, at which time "we" (doctor & I) had the lenses checked for accuracy; they were inaccurate and not the prescription I had ordered. Phoning Zenni: my "time had expired" for any warranty, without considering the fact that I got the glasses almost a month later than the original order. I always get extremely rude in these situations:obnoxious ripoff artists. Of course you cannot email them to discuss things, only phone to get (verbally) the "party line". I hate being reduced to rudeness to get my point across.I figure they owe ME an apology for being put in that position.

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LD1947
, US
Feb 12, 2011 4:49 pm EST

I ordered four pairs of glasses from Zenni for me and my husband. All were correct and fine. One set of my husbands had a small crack where the screw fit into the lens. No problem. Sent them back as per Zenni and got new pair very shortly. Good response and glasses. I have gotten glasses from locals and they came back with the wrong prescription for way more money.

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Big Sarge
Kinston, US
Feb 11, 2011 5:02 pm EST

Had a similar problem with Zenni in that glasses were the wrong strength. E-mailed the company the problem and within 3 weeks had new glasses, at no additional expense, that worked perfectly. Have been purchasing from Zenni for a while and they blow away majority of US companies for price and efficiency.

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10:39 am EDT
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Zenni Optical poor service

Like many others I purchased my glasses from Zenni. The PD is off, there is terrible glare, the coating is coming off the bridge and arm of the frames. It did take longer than promised to receive them. The customer service is horrible. When you call, you get an attitude as if you are creating an imposition the CUSTOMER SERVICE rep. When I questioned if there was a constant problem with these particular frames I was told no, of course. The only thing the rep wanted to repeat was, there is only a 30 day warranty. Good luck if you order from them.

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esevans
, US
Sep 07, 2010 3:57 pm EDT

How much did you pay for your glasses? The last time I bought glasses locally, it was $350+ with all the addons. My Zenni's cost me about $60 with just the mid index (wasn't going to fork over extra for the highest index, or transitions to a company I know nothing about). My finish is coming off as well. I have had them not quite a year. I'm pleased with my glasses. You get what you pay for, and I paid for, and got, a cheap pair of glasses. Today, I ordered 2 more pair for $115. If they last me a year, I will again be happy.

Don't expect $350 quality, or $350 customer service and you will be happy with your new glasses.

PS. not sure if you're optometrist measured your PD or not. If not, the PD problem is on you. I had a friend, a registered nurse help me measure mine (twice). Got two different responses. I went back and had optometrist measure, there was quite a difference. I went with optometrist measurement, and my glasses turned out fine.

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2:06 pm EDT
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Zenni Optical - dishonest business practice

I purchased one pair of glasses from them for $113. I had payed an additional $72 to the $29 (regular price) to have 1.74 index lenses; however, when I received the, they had the same dimensions as my current glasses and the thickness was exactly the same as my current glasses. My current glasses weren't even close to 1.74 index. They are very dishonest...

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7:38 am EST
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Zenni Optical can't see out of the glasses they sent

I ordered three pair of glasses from Zenni Optical. One was fine, one was a little blurry and one was extremely blurry. So I call them and send them back and they say they will evaluate them to see if they made them correctly. A month later they say this:

"We have received your returned glasses #7015 and #7020. They were checked and found to have been produced correctly.

We found the problem is probably that you can't get used to the goggles. Because the goggles have a great curvature.

As these glasses were produced in accordance with the prescription that you confirmed, we can either charge one shipping fee and return them to you, or you may request a fifty percent refund according to our return policy, if they are not to your satisfaction."

So I can't see out of them and they say it's my fault. I know how to wear glasses, duh. There is no way anyone could get used to how blurry these things were. One was so blurry that there isn't any way it was even close to the correct prescription. They clearly lied about at least one pair being correct. If I can't see clearly out of them, what good are they?

Don't buy from these guys there are plenty of other companies who make good glasses cheap. If you have a problem Zenni Optical will do to you what they did to me and you'll be out half your money.These guys are unethical.

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tammie angove
kent, US
Nov 19, 2013 11:47 pm EST

we order 2 pairs of glasses and i call them tonight to ask how much longer until we get them and they have no recorder of are order even though i have and order number and can prove the money was taken out of my bank accountant..shame on this company for scamming people out of there money looks like i am not the first person this has happen to and wont be the last unless someone does something

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tammie angove
kent, US
Nov 19, 2013 11:44 pm EST

I order two pairs they took my money but have not got my order i call them and then do not even have the order number i have to show them proof i bought it a scam i am so disapointed this is a gift for my daughters b-day i am not happy i have to tell her we have been scam

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5:56 pm EST
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Zenni Optical bad service/poor quality product

I ordered a pair of glasses which took almost three weeks to receive. I paid for the high index lenses (the thinnest as I have a moderate prescription). The frames are nearly the same size as my current frames. However, the lenses are almost 1/4 inch thick on the edges. They not only took my money, they gave me the cheap & thick lenses. Then, after contacting them they informed me:

"We would like to tell you that all of our lenses are polished and beveled. Concerning your case, you are authorized to return the glasses for inspection by Zenni Optical. The return address is: Zenni Optical, 27 Sunny Oaks Drive, San Rafael, California 94903.

Please return the glasses (the complete frame and lens) in their case, along with a copy of the original prescription as well as the PD (pupillary distance). It would be helpful if you would also include a note as to the nature of the difficulty you're experiencing with them. When we have received the glasses, we will evaluate and inform you the findings by email."

So, they in effect told me I not only have to PAY to ship them back, that I am only worth an "inspection" to see if I deserve what I paid almost $110 for. Then, to finish they will EMAIL me their "findings". I am left wondering if they would actually charge me for return shipping to get my glasses back. I won't wear them. The unfinished edges allow a magnifying glass effect and catches the light/sun.

As for my other glasses, I bought them at another online retailer and they are same size and the glass edge is PAPER THIN. The wall street journal review was right. Go search elsewhere, they are a scam.

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mikarvey
San Pedro, US
Oct 13, 2010 2:25 pm EDT
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Looks like this customer didn't give them opportunity to correct the problem. I got a rimless frame from Zenni that fell apart immediately. It seems one of the screws was not holding. I contacted them and they immediately sent me replacement screws and a small tool for repair.

This did not solve the problem, I informed them, and they sent me a complete new frame, from which I was able to replace the faulty components.

Certainly there was some inconvenience, but things don't always go perfectly, and Zenni did make things right. They can only do so, if given the opportunity, however.

Mike, Los Angeles

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Jeff Burbank, CA
Burbank, US
May 17, 2010 11:46 pm EDT
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I just bought prescription glasses with a titanium frame from Zenni Optical for 24.00 plus 5.00 for shipping, thats a whole lot better than the 300-400 that Lens Crafters wants. I am really happy with the quality of the glasses and I will be using the money I saved to help pay for my son's daycare. If you have a whole lot of money to spend then go ahead and throw it away at Lens Crafters but if your on a budget like me then make a wise choice. I have a -2.00 prescription and the glasses I received we great, I am not sure if the higher prescriptions have any problems. I hope this helps anyone trying to find decent glasses on a budget.

Jeff Burbank, CA

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opabsju
Olathe, US
May 08, 2010 2:01 pm EDT

If you have any issues submit a complaint on (https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en#last).

The more complaints submitted, the better for everyone. The bureau will be able to do more if more people submit complaints.

Don't let dishonest business continue in the U.S., they should be corrected or otherwise don't deserve a place here.

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opabsju
Olathe, US
May 08, 2010 1:38 pm EDT

Same case here, I ordered 1.72 index and ended up getting lenses that are the same size and thickness as my current glasses (which are definitely not 1.72 index). They do scam, and unfortunately, though there glasses are shipped from California, they are made in China. Beware of business doing from businesses in China; I have family from there, they'd know.

-Best of luck

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summerhill
Raleigh, US
Feb 26, 2010 5:59 pm EST

Yes, I purchased a pair of frames from Zenni too, and they fell apart in a few months. They also caused my lenses to crack. Fortunately the lens manufacturer replaced the lenses under warranty, even though it was the frames that caused them to crack. Unfortunately, you can't scrimp on frames, is the lesson I learned.

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7:24 pm EDT
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Zenni Optical eyeglass problems

Well I ordered from Zenni Optical and a few days later I ordered from EyeDirect. Well I am glad I ordered from Eyedirect because not only did the glasses come sooner but they were perfect. The nose on both pairs from Zenni Optical is wrong. Same measurements and everything. Oh well, I will try to get an RMA number but I'm not holding my breath.!

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grandem
poortown, US
Jun 04, 2013 9:26 am EDT

I agree with anyone who says Zenni Optical is a RIP OFF. I have had to return two pair of glasses and sun glasses. The prescription was ok but the frames were very disappointing and there is definitely not enough direction from the web site for a person to order the right glasses the first time. So over a hundred dollars later (return shipping, etc.), I get a measly 42 dollar refund and still don't have new glasses. The customer service was helpful but not very flexible. I WILL, let me say this emphatically...NEVER buy from or recommend Zenni Optical to anyone. Their prices may be great but "You get what you pay for". READ EVERYTHING ! on the web site before you order even a 3.95 pr of sunglasses. The modern consumer deserves exactly what they get if they go with any 'on line only' company. BUYER BEWARE!

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7:32 pm EDT
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Zenni Optical glasses

Ordered a set of glasses online at the end of january they were supposed to arrive in about 2 weeks. Finally after about a month called and was told "you mean no one told you they were held up in customs".
Eventually got them weeks after being promised. Only to have the frame where it screws into the lense keep coming loose. Had to continually try and tighten them by hand but to little effect. Also noticed left lense was blurry. Went to see my eye doctor on thursday and had the glasses checked. The pupillary distance was supposed to be set at 58 and on my left lense it was 56.

When I called to complain was told I was out of the warranty period and what took me so long to call. Of course anyone who has dealt with this company knows there is not someone always there. Some of us work and can't always call back repeatedly!

I would not recommend anyone buying anything from this company. The frame will not tighten down to the lense s and the pupillary distrance is wrong! They should have made this good 4 weeks warranty or not. They made the mistake not me.

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Nikolas T
Austin, US
Jan 28, 2011 8:38 pm EST

That's what you get when you cheap out on hardworking eye doctors and buy discontinued frames off the internet thinking you're getting a steal. [censored].

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Bonitaapplebaum
, US
Sep 27, 2009 4:05 am EDT
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I had the same experience with this "held up in customs" business...strange since I thought the company was in CA...I live in the US too...

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9:55 pm EDT
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Zenni Optical have not received glasses

I ordered my glasses on March 4th. I waited two weeks and did not receive my glasses. I called and was told I would receive them no later than March 25th (3 weeks after I ordered). I called on the 25th and asked where my glasses were. The representative told me they were shipped on March 24th. I asked to have a supervisor call me back. When a supervisor did not call me back, my husband called back the same day and asked to speak to a supervisor who told him that my glasses had not shipped. The woman on the phone was extremely rude and belligerent and refused to let my husband speak to a supervisor. Amazingly enough, a supervisor, Rob, called back on the 26th and said that my glasses shipped from where ever they are made (I believe somewhere in Asia) on the 25th to them in California. I asked them how this could be when the email I received from them when I ordered stated that all glasses are made within 48 hours. Rob gave me some poor excuse regarding the glasses being held up by customs. I have since called 4 more times and spoken to another supervisor, Candy, and they still cannot provide me with any tangible information as to where my glasses are. They claim that whoever they use to ship from customs to their CA office does not use tracking numbers. At this point I am going to call my credit card company in hopes of getting my money back.

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Laurie Dingman
Camden, US
Mar 24, 2010 1:54 pm EDT

I bought several pairs from them and the only complaint I have is the adjustments, when you receive them are difficult to do sometimes but the service and shipping was excellent from my end and I would purchase again with them.

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Zenni Optical wrong color

Ordered glasses from Zenni Optical. Price was good and shipping was OK. Problem was color. Ordered silver framed glasses with acetate temples. Temple color was not specified but appeared black. Glasses arrived and they are a greyish purple color.
Called customer service. Rep agreed that the online photo appeared black but could not help.
I would never order purple glasses and am very disappointed.

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Ms Smalls
Parkton, US
Apr 25, 2009 9:02 am EDT

Well I have been ordering from them for 3 years now. I order for me and my daughter and I have always been very satisfied. I have ordered other things on line, from other sites and it did not look like the pic. Perhaps it is just what it is that anything we see online can look different under our light.

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Zenni Optical - scam took money no product!

Zenni optical is a scam!!! We ordered and paid for 2 sets of prescription glasses on january 6th. We were told it would take 2 weeks for the glasses to arrive. Heard about zenni optical from a friend of ours. The day he told me about the site, I read about it in woman's world magazine. My sister in law age 55, had just lost her glasses. So we went on the...

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Zenni Optical bad service

I purchased two pair of glasses from Zenni Optical (zennioptical.com). When I recieved them I found that one pair was good while the other pair was distorted in the right lens. I immediately called the Zenni Optical (zennioptical.com) customer service and was informed that I needed to return the defective pair for inspection. I promptly returned Zenni Optical (zennioptical.com) as instructed. After not receiving a response for approximately three weeks and not receiving any answers from phonecalls to Zenni Optical (zennioptical.com)customer service, I received and email stating that the glasses were not defective and I would need to pay $4.95 to have them shipped back to me or be refunded only 50% of the purchase price. I immediately Zenni Optical (zennioptical.com) called customer service inquiring about the email and they said the same thing. Once I mentioned that the other pair I received was fine, Zenni Optical (zennioptical.com) seemed confused and requested that I respond to the email. After responding with this information, Zenni Optical (zennioptical.com)requested that I send back my GOOD pair so that they could compare. When I asked for another alternative due to the fact that I am wearing the other pair and need them to see, Zenni Optical (zennioptical.com) would not do anything and again said that I could pay $4.95 to have them shipped back to me (as is) or I could be refunded 50% of the purchase price. Needless to say, after being both patient and cordial and dealing with this situation for over a month, I informed Zenni Optical (zennioptical.com) that I would be complaining about their business and would not be a customer in the future. I hope to receive my 50% refund, but I have my doubts. Basically, Zenni Optical (zennioptical.com) took approximately $25 and I received nothing in return. DON'T BUY FROM ZENNI OPTICAL! YOU DO SO AT YOUR OWN RISK!

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Neil Blumstein
, US
Jun 25, 2019 8:59 pm EDT

Been trying to complete an qrder in my shopping carte for 2 weeks. when I check out of my carte I get a screen to complete my order. nothing happens when I click"complete my order"
Have spoken to 2 of your operators but neither one is able to help. Very fustrated because I need these glasses.

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Mralexb
, US
Nov 20, 2018 3:06 am EST

After i ordered a pair of glasses, they sent me the wrong prescription and refused to refund me for it. They were as well disgusting about it.

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Yzr1
Topeka, US
May 08, 2014 7:22 pm EDT

I have ordered from Zenni for about 6 years. I've even referred many people to Zenni. Recently, I placed an order which was not correct. I then tried to work with them closely to fix it. It was still wrong and they seemed to have little interest if it was even right or not. There are now many, many other companies to work with. I NO LONGER RECOMMEND ANYONE ORDER THRU ZENNI OPTICAL. If this is the was they treat loyal customers, just thing how bad they will treat you!

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Deter Ingengud
, US
May 17, 2016 12:18 pm EDT

They sent the wrong prescription and charged me for returning them. They charged an extra $10 for a different pair despite their mistake and they will take at leas two weeks to replace them. This is not the "service" I expect and I shall not be doing business with them again. I would encourage you to go to a store and save the hassle of dealing with them.

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Reviewer45936
,
Feb 12, 2016 1:04 pm EST

Please beware, Zenni does not customize the segmental height of your progressive eye glasses. I have just been told this. This Seg. Ht. is an important measurement for progressive lenses. In my case the Seg. Ht of the glasses I received is too high so in order to see relatively well at long distances I have to maintain my head at an awkward tilted position resulting in neck pain.

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tinker1111
Bedford, US
Jul 19, 2013 5:42 am EDT

Same complaints as everyone else. rx doesn't match what was entered on line . They refund 50 percent. (maybe) Don't wasted your time and money.

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Debinkeaau
, US
Jan 23, 2013 4:45 pm EST
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BEWARE OF THE RETURN POLICY...IF THERE IS A PROBLEM THEY TAKE 50%..I will never shop with them again...Plus, you have to pay return shipping...WHAT A JOKE !

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Sulk
South Bend, US
Apr 15, 2012 9:36 pm EDT

The lenses on the glasses are all wrong. I am unable to use them. Ordered glasses from Zenni and I am still wearing them. This time, the glasses are unusable. Contacting Zenni is impossible. The phone number they provide is automated and you can only leave message, which they do not respond too.

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Magiccat
, US
Oct 11, 2011 3:59 pm EDT

I ordered glasses 15 day ago and I have recieved no communication from the company. The 800 number say that no one is available to talk to me. The chat line says it is offline, leave a message. What do I do next?

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ullom78
Butler, US
Apr 28, 2009 4:51 pm EDT

i ordered glasses from these guys on april 4. they said they would be here in 2 weeks. still no glasses. i called customer service and they said they got held up at customs, and since it has taken so long, the lab is remaking them, now they said it could be another 2 weeks before i get them.

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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