Zenni Optical
Reviews and Complaints

Hey there, fellow glasses shoppers! I've been diving into what people are saying about Zenni Optical, and let me tell you, it's been quite the eye-opener. Most customers seem to be raving about the affordability and the variety of styles available. It's like a candy store for your face – so many options, and without breaking the bank! People are loving that they can experiment with fashion-forward frames or stick to classic looks without the usual guilt of overspending. The virtual try-on feature? A total hit for making sure those frames look just as good on you as they do on the screen. But it's not all roses and sunshine; some folks have mentioned that the wait times can test your patience a bit, especially if you're eager to sport your new specs. And a handful of customers have pointed out that while the prices are sweet, sometimes the durability of the frames can be a bit hit or miss. So, here's the deal: if you're looking for a wallet-friendly way to upgrade your eyewear game and you're cool with a bit of a wait, Zenni Optical could be your new best friend. Just remember, you might want to treat those glasses with a little extra TLC to keep them in tip-top shape.

I've been a loyal customer at Zenni for a while now, and I've always been happy with my purchases, until recently. I ordered a pair of blue sunglasses and when they arrived, they were just too bright for my taste. So I decided to use Zenni's exchange policy for the first time. I sent back the blue ones and asked for gray lenses instead. But, to my surprise, I got another pair of blue glasses, not the gray ones I ordered.

When I reached out to customer service, I had the unfortunate luck of dealing with Allen Y. I even sent him a photo with the blue glasses they sent and an old pair of gray ones I had for comparison. But Allen just wouldn't listen. He insisted that the glasses I was holding were the ones they sent and that the blue ones were my old pair, which made no sense because I had already returned the blue ones to Zenni. I even had the tracking number to prove it. Allen just wouldn't have any of it, and it felt like he was treating me like an enemy, coming up with all sorts of nonsense just to win the argument.

I've bought glasses from Zenni more than eight times without any issues, but this experience has really put me off. I spent over an hour on the phone with another customer service rep, and it was just as frustrating. She wouldn't answer my questions and kept dodging the issue. It's like Zenni's strategy is to frustrate their loyal customers on purpose.

I used to praise Zenni to everyone, but after this experience, I'm taking down my positive reviews and replacing them with the truth about what happened. I'm even going to share my story as widely as I can.

I'm left wondering if it's even worth asking if Zenni will send me the correct glasses. I've worked with mentally ill patients in my career, and the way I was treated by Zenni's staff was just like dealing with someone who can't listen or be rational.

Here's a taste of the review I'm posting online: Zenni's customer service is a disaster. They sent me the wrong glasses and refused to fix their mistake. Trying to talk to their staff is like going down a rabbit hole of insanity. They don't honor their return policy, and it's like they're intentionally creating chaos. I've lost time and money dealing with them, and it's been a dark experience. My advice? Stay away from Zenni. Don't get caught in their mess. You've been warned.

So I got my glasses from Zenni and the first time I put them on, I got super dizzy. It took a long time to feel normal again. Gave them another shot but still, my vision wasn't any better. I have a couple of pairs from my eye doc that are great, but I thought I'd save some cash and get an extra pair online. Not a great move on my part. I put in my prescription and followed their steps to measure my PD with a credit card and a photo.

I tried to make these glasses work for like 2 weeks, then I reached out to their customer service. They wanted to see my prescription to double-check. They told me everything matched up but then said my PD wasn't on there. I told them I followed their guide on the website, thinking it would be easier than bothering my eye doctor.

Turns out their method for getting your PD isn't all that reliable. So why bother having it as an option, right? Seems like it's just a way to speed up the order at my cost.

Here's what they offered me: I could return the glasses within 30 days for a 50% refund, minus the shipping cost, or send them back for an inspection to see if they messed up. Plus, I'd need to get my PD from my eye doctor. If they admit to a mistake, which I have to take their word for, I'd get a full store credit. No thanks! I'm just gonna take the loss of 50% and stay away from buying glasses online from now on.

I am really confused about how this company has any positive reviews other than the fact that the glasses are cheap. But that's what they are - CHEAP. I ordered a pair of glasses and when I got them, they were definitely wrong. My vision was blurry and things were closer than they really were. So, I returned them, got store credit, and then bought another pair (same prescription). I had to pay for shipping again. This pair was also wrong, but even worse. I had NO typos in my prescription when I entered it, and even sent them the copy of the prescription from my doctor, and they still claimed they were right when it was obviously not. And to make matters worse, the glasses were bent. I emailed customer service and they tried to tell me to bend them back... Why am I bending my "new" glasses back?... why are they even bent in the first place? Also, I was afraid to do so because I was afraid they would break they were so cheap feeling! They come up with every excuse to point the finger at you for the return reason so that they can keep your money and give you store credit that you probably won't use because you're done dealing with them after everything. The issues both times were clearly theirs, but now I'm out $70+ because I'm not going to use a store credit to take chances on a THIRD pair of glasses. I've gone weeks without new glasses now because of this. The customer service is awful and their policies are outdated. There are so many more options for glasses that are also budget-friendly that offer 100% money back no questions asked. The hoops you have to jump through with Zenni if something is wrong - regardless of whose fault it is, is a joke. I would not recommend this company to anyone.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I am extremely frustrated at this point!

If you can help please call me at [protected]

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

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

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

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

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