ComplaintsforZenni Optical

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a Word doc that goes into details, along with the email exchanges. Total spent was around $600. My main concern is the marketing of a product which is false, and requires certain conditions to work, which are not spelled out in the promotions. As I shared with them by phone, I compared it to selling a solar flashlight. It works, but only in the sun. As my email says, I even bought 3 more pairs of other glasses from them during the concerns I escalated to them.

  

  Business response

  10/24/2024

  Thank you for your message, and the extra information regarding the lenses. We are sorry if the glasses are not what you expected and we do understand the frustration. If you receive your glasses and are not satisfied, we do ask that you reach out within 30 days so that we can offer return options/remakes if needed. Unfortunately at this time, your orders are well outside of the 30 day period and no longer eligible for a return. In your case, we'd be happy to provide a 15% off promo code to use towards a new order if you would like. I understand this may not be what you would like to hear but this is what we can provide for you at this time. For your reference, we have also linked the warranty and return policy below. If you would like to move forward with the promotional code, please get back to us via email and we will be happy to provide that code for you.

   

  ********************************************************

  Customer response

  10/26/2024

   
  Complaint: 22452730
  
  I am rejecting this response because:

  I ordered 3 pars of Zenni glasses with the polarization option since they stated "perfect for driving'. This would lead to to think they would work same as other clip ons which also have this feature and work fine in the car. Recently was the first time I was able to actually use the glasses on a long trip. I noticed glare while at night, then later tried them in the car without the clip on, and no glare was cut out. 

  I called Zenni, and after phone calls and email exchanges over a 4 week period. Zenni now states that the glasses must be 'activated by UV' in order to work. Given most cars filter this, it is impossible for the glasses to accomplish what Zenni says, are perfect for driving. This statement is deceptive, and does not contain an exception that they won't work in cars with UV protection, which is over 90% of vehicles in the past few decades. 

  This false claim of perfect for driving in my mind is borderline a fraudulent statement. It has nothing to do with a warranty. It is a known and intentional act, and Zenni has been very cautious in replies to me about not addressing my points of this. They only focus on a 30 day period which I had to escalate and concerns. If I had a nose piece fall off at day 32, then I agree, I'm out of warranty. But this was a known engineering flaw, that marketing has chosen to ignore, and sell anyway. 

  Since I first brought this to Zenni's attention, I have purchased 3 other pairs of glasses (without ****).  Still patronizing the company. Now they offer a 15% discount for this oversight. Meanwhile I already will get 10% since just turning 65, and a Halloween promotion gets 25% discount. What an insult. 

  In Zenni's own email, they even state the glasses won't work in the car, in earlier discussions. So they know the flaw. But in the escalation process, they avoid this statement, and fall back on the warranty period as a way out. I compared this to an example of selling a solar flashlight. It works in the sun, but won't in the dark. So technically it works. Zenni has the same misleading case here. The glasses work in direct sunlight, but won;t work in the car, where they make a point to say, are perfect for driving. And we all know about dashboard glare, and other glare, which most polarized glasses do eliminate. Zenni's don't. 

  
  Sincerely,
  
  **** ******

  

  Business response

  10/30/2024

  Thank you for getting back to us. While we understand the frustration, the lenses are not designed to be Polarized behind the windshield of a vehicle. This information is on the Zenni website when choosing the lenses during the order process, as well as on the landing page for all of the Transitions lenses we offer. We have attached a screen shot and link here for you of where you can find this information. We have also linked the Transitions website that states the same information about the Transitions XTRActive Polarized? not polarizing inside of a vehicle. If you are looking for lenses that will be Polarized when driving, we do recommend a Polarized sunglasses lens. If there is any other way we can assist you, please let us know. 
  

  *****************************************************************************
  ***************************************************************************

  Customer response

  10/30/2024

   
  Complaint: 22452730
  
  I am rejecting this response because:

  The response is not accurate. I am attaching once again the article which highlights the glasses are prefect for driving. And, it mentioned the lenses, not a clip on sunglass type arrangement. I've been in engineering for over 40 years, and very technical. As I went through the order process, nowhere did it highlight that these would not work as you say. Maybe now it does, but in my 3 orders it did not. 

  To take it a step further. When I called in, your staff didn't even point to the website or ordering process which would support your position now. In fact, instead of pointing to that, the defense was " it was out of warranty period" and not that there were exclusions noted. Now there seems to be something in place to defend the last position. I call foul. Any of the people I talked to or emails should have pointed me to that 'exclusion' and they didn't. I'm guessing because it wasn't there at that time. Or, in the ordering process as a warning. 

  To my points in the original filing, I mentioned I was aware that the transition part would not work in the car, thus, I bought clip ons to address this. Furthermore, and I will repeat myself here. Since starting this inquiry, I have bought 3 more pairs of other models of Zenni glasses, in attempt to try and solve the issue of 'glare' and night time driving since the other 3 more expensive pairs didn't work. 

  Credibility is something I look for in a seller, along with customer service. The 'dance' around the issue I have surfaced tells me that a flaw in engineering, marketing, and now customer service has exposed someone dropped the ball on getting the disclaimer out before I escalated this. 

  I'm am not going to continue to go back and forth, and delays while you clean up your verbiage on the website. My last purchase from Zenni, which came in around $90, was to get a pair of night time glasses, to solve 1/3 pairs I paid extra for which fell short of the promoted intent. In my mind, the other 2 should be at Zenni's cost, to respect a long time customer, and even one who continued to patronise Zenni during this issue.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the second complaint within a few days. The previous complaint is about account access issues, which has yet to be resolved. This complaint is about one of the pairs of glasses I bought. I received them in October 15, 2024. This morning, October 21, 2024, the frame cracked. Having been someone whom has worked in the optical field you can see small stress lines in the frame, which leads me to believe they overheated the frame when putting the lenses in, causing the material to become brittle. I took them off and they cracked for no reason.

  

  Business response

  10/21/2024

  Thank you for your message, and the email you sent to our team as well. We are sorry to see that this happened with the frames! We know how important it is to have your glasses and are sorry that they have been damaged. You are still under warranty for a return, or we can send you a replacement frame if you would prefer. Please let us know via email to ********************************** if you would like to proceed with the replacement frame, or if you would prefer the return, and we will be more than happy to help! 

  Customer response

  10/21/2024

   
  Complaint: 22450316
  
  I am rejecting this response because:

  Once the business agrees to my request for a rush order replacement I will be happy to accept the offer  

  Per the companys previous response, I have sent them an email with my request  

  Sincerely,
  
  ***** *************

  

  Business response

  10/24/2024

  Thank you for getting back to us. Your replacement frame order has been put through, and once the replacement frame ships out we will email you the tracking number! 

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Zenni has repeatedly given me blokz lenses despite not wanting them, not requesting them, and paying for different lenses. The best they have ever offered is to return and reorder. I have done that. The issue happened again. I do not have the time to continue doing this. Blokz lenses give me massive migraines. That is why I don't select them. Blokz lenses scratch easier and smudge easier. That is why I don't select them. Yet Zenni continues to give me them and then act as though I am ungrateful for "receiving a free upgrade to my lenses" it is not an upgrade if it causes pain. It is not an upgrade if it is not as durable as what I paid for. It is not an upgrade if it is NOT BETTER THAN WHAT I SELECTED AND PAID FOR. I should not have to print out a label and find a postal pouch big enough to send this bag, wasting more money on them, when the entire problem was caused by Zenni and not me. I have done the blokz laser test. I have a pair of blokz that I bought years back just to try them (how I found out they give me migraines) and compared the two. Both of them are the same. I have only paid for blokz once. I have received blokz 4 times now. Why should I have to SUFFER and also PAY MORE because of Zenni's mistake? I shouldn't.

  

  Business response

  10/25/2024

  Thank you for your message. We are truly sorry to hear that the lenses are not what you were hoping for, and are causing you to have migraines. We understand how frustrating this must be for you. In your case, we will go ahead and make an exception to remake the glasses with our 1.57 index lens that does not have any blue blocking technology in the lenses. You will receive an email from us with the new order number and confirmation, but if you have any further questions please reach out to us via email at *********************************** by phone at **************, via chat on our website, or on social media with your order number and we would be happy to assist you.

  Customer response

  10/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently ordered two pairs of glasses from this company. Afterwards, I tried logging in using the ****** login feature, which Ive used since opening this account and could not get in. I attempted multiple troubleshooting attempts with customer support to no avail. Ive tried a number of times to communicate with zenni via email, but they continue to respond with cookie cutter responses and repeating the same thing with no real help or support to access my account. I need assistance getting access to my account

  

  Business response

  10/21/2024

  Thank you for your message. We are sorry that you had trouble with logging into your account and understand the frustration. Our team has gone ahead and fixed the social login issue for you. Please reset your password and then try to login again. If you encounter any other trouble with logging in, please get back to us via email and we will be more than happy to assist you. 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I complete an order on September 20 and as of today have not received the order. The tracking informations shows that the item had been in ********** ********** since October 1. I have been in contact with them since October 4 requesting a refund due to the fact the item has been lost in transit. They are basically giving me the run around in regards to a refund.

  

  Business response

  10/14/2024

  Thank you for your message. We are sorry to hear that there was any trouble with the order. Our team did refund the order in full on October 12, 2024 with transaction ID 8vwx9750. We did email you a confirmation of the refund, but please be advised that depending on your financial institution it may take up to ten business days for the refund to show on any banking statements. 

  Customer response

  10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22414606, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Taja Davis

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of glasses from Zenni in January of 2024. This frames recently broke today, less than a year from the date of purchase. I emailed Zenni and was first told it was past the 30 day warranty. Then in the same email was told to send the order number, which I had already provided, and they would get back to me with a solution to help me. Next, I was asked to please send a picture of the broken glasses which I did. Not even 5 minutes later, I received a response stating that since my frames were more than 6 months old, they wouldnt be able to replace them because my lenses might not fit their new batch of frames, but I could go to their website and purchase a pair of the same frames and pop my lenses right in. Why would the frames that I purchase fit my lenses, but them replacing the same frames would not work? And why ask me for a picture of the frames when they already knew they were more than 6 months old? What sense does any of this make?

  

  Business response

  10/18/2024

  Thank you for your message! We are sorry to hear that your frames are damaged. Unfortunately, the order from January 2024 is outside of warranty at this time for any sort of return or replacement. I understand how frustrating it can be to feel uncertain about the compatibility of your lenses with the replacement frames. While we strive to maintain consistency in our products, small variations may occur between different batches of frames. If you would like, we are happy to offer you a code for 15% off towards a new order. If you would like us to provide you with a promotional code, please respond to our most recent email so we can get that information for you! 

  Customer response

  10/18/2024

   
  Complaint: 22413342
  
  I am rejecting this response because: I dont understand why you all had me send in pictures of the frames claiming that you could help me find a solution to the problem when you already knew the date I purchased the frames. That was a waste of my time and giving false hope to me, thinking I would receive actual service. 15% off is nothing. You all have 15% off sales every other week.  I dont have money to keep investing in a product that should have lasted longer than a few months. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  10/24/2024

  Thank you for your message. While we understand the frustration, the order is unfortunately outside of warranty at this time and we are not able to offer any sort of remake or return for you. For your reference, we have linked our return and warranty policy here for you. If you decide you would like a promotional code towards a new order, please let us know and we would be more than happy to provide one for you. 

   

  ********************************************************

  Customer response

  10/24/2024

   
  Complaint: 22413342
  
  I am rejecting this response. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had gotten a pair of glasses in April 2024, in August, the metal holding the nose pad of a pair of broke off. Zenni has refused to offer a refund or ************** the past month or so I had contacted Zenni through the chat option on their website and asked to close my account, citing poor product quality and poor costumer service. I was told I'd be contacted by a Zenni representative within a week, which never happened. I have since reached out (via chat) and asked for my account to be closed *three times*. Not only has my account not been deleted (as I was repeatedly told it will), I also started getting spam promotional emails from Zenni - which they promise NOT to do when you provide them your email as part of contacting the company.

  

  Business response

  10/17/2024

  Thank you for your message. We are sorry to hear that there was trouble with your frame, and we understand how frustrating this can be. Unfortunately, the order is outside of warranty at this time which is why our team was unable to offer a refund for you. We understand that you wanted to delete your account with us, and we have done that for you as of September 27, 2024. There is no longer an account with your email address *******************************. If there is anything else we can assist you with, or if you ever would like to place a new order, please feel free to reach out via email at *********************************** by phone at **************, via chat on our website, or on social media with any questions so we can better help you.

  Customer response

  10/17/2024

   
  Complaint: 22408468
  
  I am rejecting this response because: I just logged in to my account - 10/17 - and it was NOT deleted.
  
  Sincerely,
  
  **** *******

  

  Business response

  10/18/2024

  Thank you for getting back to us. We do see that you have a second Zenni account in addition to the one you requested we cancel under the email *******************************. It looks as though the second account is with an email address of **************************.  Since we were only asked to delete the account with the email *********************** confirmed by the screen shot attached of the chat message from you, that may be why you have been able to log in to your secondary account. We do apologize for any confusion with this, and understand your frustration. The secondary account with email ************************** will be deleted by the next business day for you, which will be end of day Monday, October 21, 2024.

  Customer response

  10/18/2024

   
  Complaint: 22408468
  
  I am rejecting this response because:
  The account I want deleted - the one that is still up despite my very clear and repeated requests - is the one with *only one email address connected to it*: my email address.
  NOT the one with other email addresses associated with it.

  This is preposterous. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 glasses on August 9, 2024 (order number #o6373214727) totaling $135.75. The glasses they sent were not cut correctly. Therefore, I started a return. They went back and forth about the return and eventually they sent me a **** return slip. I returned it using this slip. But they claim that it was outside of 30 days. They deliberately waited to send me the **** slip so that my return will be outside of 30 days. I wanted to send it back the same day I received it. They took my money, I sent the glasses back, and then you threw them away (without returning them back to me).

• Initial Complaint

  10/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a pair of dual-prescription progressive glasses, which arrived around September 10, 2024. On Sept 14, 2024, I email the company because I can't see out of the glasses well, because the "reading" prescription is right in the middle of my field of view . They responded with two rounds of canned "resolution responses", not understanding my issue. We finally resolved there was nothing they could do to remedy, and I wanted a return. They sent a response saying I would need to get a return authorization to return -- without providing one, asking if I wanted a refund to my original method of payment or a credit. I said I would like a refund to my original method of payment. They then sent a response saying the time for a return to my original method of payment had elapsed, and that I would need to return by 10/9/24 in order to get a credit - AGAIN without providing a return authorization. I again asked for a return authorization, they quote their policy about returns without providing a return authorization. At this point I disputed the charge with ****************, informed them of this, and asked them for a return authorization. They replied saying I should wait for that process to finish. I *again* asked them for a return authorization and instructions. I still, at this time, do not have ****** my view, this company is using manipulative business practices, telling me I need a return authorization and that I need to return in a timeline, while not providing an authorization so I can't possibly make the timeline.

  

  Business response

  10/07/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. We do see that our team has sent you all of the necessary documents to return the glasses to us for a full refund. Once the glasses are returned, we will email you a confirmation of the refund. Please be advised that depending on your financial institution, it may take up to ten business days for the refund to be reflected on any banking statements. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased stainless steel rose gold coated glasses in January. It is now September and the coating has worn away leaving the metal exposed all along the skin. Apparently sweat mixed with metal creates corrosion that burned my skin along the frames. They are claiming this to be normal wear and tear ( not even a year old) and are willing to replace the frames (which might not fit my lenses) with the same frames that caused this issue to begin with. I am disabled and cant afford to buy new glasses just because their product doesnt last.

  

  Business response

  10/02/2024

  Thank you for your message. At Zenni we strive to provide you an ordering experience that is second to none, and we are sorry to hear that was not the case this time. From the photos provided, we have determined the damage to the frame is considered normal wear and tear. As stated, sweat corrosion can lead to the coating of the frame peeling off. Although we would not be able to offer any type of refund or store credit, we are happy to send a replacement frame at no charge and you can replace the lenses. If you are not comfortable trying to replace the lenses, some optical shops offer this service for a small fee. If you would like to move forward with the replacement frame, please get back to our email and we can assist you with that! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩