Zenni Optical Reviews

Thank you for posting your Zenni review of the rimless progressive glasses you received from us. We were sorry to learn that the glasses were too small to fit you well, that you had difficulty using all but the distance portion at the top of the lens, which you felt was too small, and that you got headaches while wearing the glasses. Consequently, we apologize for any dismay you experienced as a result. Since you mention that you believe that we may have made the glasses incorrectly, we want to advise that when a customer complains that they cannot see well with a pair of glasses and confirms that they entered the prescription and pupillary distance (PD) correctly, we will invite the customer to return the glasses for an inspection. If our inspection finds any manufacturing errors, we can remake the glasses for the customer for free. However, when we listened to the recording of the telephone call you had with our customer service representative, and read the transcript of the later chat session you had with another representative, we were sorry to hear and read that neither of these representatives asked you to confirm the prescription and PD, and if you had confirmed that you entered these values correctly, invited you to return the glasses for an inspection. If we received and inspected the glasses, and if our inspection had found any manufacturing errors, we would have offered to remake the glasses for you for free, and we could have discussed the size of the rimless frame 466521 and lens shape you selected (lens shape 226), and recommended that the remake be done in an alternative rimless frame and lens shape that would fit you better and perhaps provide more vision coverage throughout the lenses. We also could have discussed how our free form progressive lenses work, with a fairly narrow, 12-14-millimeter-wide, progressive reading corridor, with no correction on either side, and which starts at 5 mm up from the center line of the lenses. We could have offered to do the remake in a different prescription type – perhaps one pair each of single vision distance-, intermediate-, and near-vision glasses, or a pair of bifocals. Insofar as well did not discuss any of these options with you, we regret that the customer service we provided in this instance was not the accurate, effective, thorough, gracious customer service that customers expect and deserve. it is the responsibility of all Zenni representatives to provide this level of customer service, and we also apologize that we did not uphold this standard in this instance. Therefore, we are going to make a customer service exception when we receive the returned glasses to issue to your credit card the full refund, $102.70, which you had initially requested when you contacted us. You should receive an email from our lab when we receive the returned glasses and refund the full amount you spent on them, $102.70, confirming this credit card refund with a transaction number. We hope that this will resolve this matter to your satisfaction, and we also hope that you will try ordering your eyeglasses from Zenni again.

Thank you for posting your Zenni review of the shipping issues you experienced on your order. We are very sorry that we have not met the 10-14-day delivery time promise for Priority shipping, and we apologize for any dissatisfaction you experienced as a result. Insofar as our customer service representative confirmed that the glasses arrived on Monday, June 22, 2020, at our U.S. headquarters office for delivery to you, we expect that the glasses will be mailed today, and that when they are mailed, a tracking number will be assigned to the shipment, and that you will be able to track the progress of the shipment with the tracking number at usps.com. However, if these glasses are not shipped and assigned a tracking number this week, we can offer you a remake of the order or a refund to your credit card of the price of the two pairs of glasses, insofar as we already refunded the $8.45 Priority shipping fee, since we did not deliver the glasses to you within the Priority time frame. We again are sorry that the glasses left our lab on June 17, 2020, and that they did not arrive at our U.S. office until June 22, 2020. We want you to know that we are emailing the head of our Shipping department about your order and asking them to locate it and make sure that it is mailed to you today. We hope that this will ensure that your glasses are mailed today, and we hope that when you receive the glasses you will be happy with them. Here's an update: After we emailed the head of our Shipping department, he replied, confirming that your order will be pulled and shipped to you today.

Thank you for posting your Zenni review of the progressive glasses you most recently received from us. We were sorry to read that you could not see well and got a headache while wearing the glasses. Consequently, we apologize for any dissatisfaction you experienced as a result. Insofar as the glasses were inspected as correct, we are also sorry that the inspection results did not comport with your experience wearing the glasses. Since you were pleased with the glasses you ordered from us in November 2017, with a similar prescription, we can only point to the difference in dimensions between the two frames on the two orders as a possible reason that the glasses you ordered in April 2020 are not working for you the way the ones you ordered in November 2017 did. The frame on the November 2017 order, model 234321, has a 137-millimeter frame width, a 51-mm lens width, and a 30-mm lens height. The frame on the April 2020 order, 2014615, has a 136-mm frame width (an insignificant difference), a 54-mm lens width, and a 34-mm lens height. The difference in the lens widths between the two frames account for some of the additional thickness of the lenses in frame 2014615. As we advised previously, the wider the lens, the thicker the middle of a lens with a plus prescription will be, and the thicker the outer edge of the lens with a minus prescription will be. In addition, the lens height difference between the two frames – 30 mm on 234321, 34 mm on 2014615 – may account for the difference in your ability to use the progressive reading corridor successfully, since you mentioned in your Reseller Ratings review that you had to raise your head to use the distance portion of the lens, and that the reading portion at the bottom is very small. We again apologize for the dismay you experienced regarding this order, and since we expect that you would not want the glasses returned, we want to reiterate that we can issue a 100 percent refund in the form of store credit to your Zenni account of what you spent on the glasses using your credit card, minus the $9.95 shipping fee, or a 50 percent refund to the credit card, as well as a 50 percent credit card refund of the amount of store credit you used toward the payment of the order. We are eager to hear back from you, so that we may provide the refund option you advise you prefer.

Thank you for posting your Zenni review of the two pairs of rimless glasses you ordered from us, in April and June 2020, with which we were sorry to learn that you could not see well. Consequently, we apologize for any disappointment you experienced as a result. Although we see that you state in your review that you verified the prescription with our customer service representatives, we are sorry to advise that when you had an online Chat with our representative on April 30, 2020, to advise that you could not see well with the glasses from your April 15, 2020, order, o507611461, we asked you to provide a copy of your prescription and if the pupillary distance (PD) is not on the prescription, to confirm how the PD was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. However, we do not see any indication that the prescription or PD was provided to us. We see only that these glasses were returned for a 100 refund of their price in the form of store credit to your Zenni account. We issued this store credit refund, $39.90, on May 19, 2020, and on June 7, 2020, you placed your order o3032671050, and used the store credit to pay for it. Of course, we were sorry to read that the glasses from this order are not working for you, either; we again apologize for any dismay you are experiencing as a result. The prescription and PD you used on the June order are the same as those you used on the April order, and we once again encourage you to email a copy of the prescription you got from the eye doctor, and the PD, with the previously outlined confirmation of how the PD was obtained, if it is not on the prescription, to us at service@zennioptical.com, and please put the order number in the subject line of the email. You may also telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please also have the copy of the prescription you got from the eye doctor handy, so you may confirm it to the representative who answers, and please be prepared to confirm the PD. If the wait to speak with a representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand corner of every Zenni page. We are eager to hear back from you with the confirmation of the prescription and PD, and if you confirm that these items were entered correctly, we will email you instructions to return the glasses to us for an inspection, and we will also email you a prepaid shipping label you may use for return postage. We very much hope to resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you most recently received. We were sorry to learn that you dislike the way the frame 4438333 looks on you, and we apologize for any dismay you experienced as a result of this matter, and we also apologize for the unsuccessful interaction you had with our customer service representatives. We see that this frame, 4438318, has a 133-millimeter frame width, which is considerably narrower than the frame widths of the frames you ordered in 2019: 419014 (140 mm), 195421 (144 mm), and 4427125 (140 mm). We see no notes in the database records of those orders indicating that you had any issue with the glasses on those orders. We want to confirm that we do not have sales representatives and we do not offer a frame replacement service, except when a customer contacts us within the 30-day warranty period, which starts the day the glasses are delivered, to advise that there is a problem with the frame they received, which could be resolved by sending the customer a free replacement frame. We will be happy to send a free replacement frame to the customer in this instance, so the customer can swap the lenses from the broken or damaged frame into the new one. If a customer reports that a frame has broken or become damaged beyond the 30-day warranty period, we advise the customer that they can order a replacement frame for half the price that is shown with the frame on our website. According to our records, the first contact we had with you about the frame on your most recent order, which was placed on April 13, 2020, and delivered to you on May 3, 2020, according to the websites of the mail carriers, Landmark Global and Canada Post, was on June 14, 2020, well beyond the 30-day warranty period. Nevertheless, we are going to make a one-time customer service exception for you, and give you the opportunity to receive one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for them. Since you are in Canada, you will not have to return the glasses to us to obtain the refund option you choose. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please also be prepared to advise of the refund option you prefer. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand corner of every Zenni page, or you may contact us by emailing us at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the refund option you prefer. If one of the issues with 4438318 is that it is too small, given the larger frame widths of the frames you previously ordered, we want to mention that if any of the previous frames you ordered fits you well, we recommend that you select frames that match the dimensions of the frame you previously ordered that fits you best, within 2 mm, or within 3-4 mm on the temple arms, which have a greater leeway. The dimensions can be found under the enlarged picture of the frame under Details. If none of these frames fits you perfectly, and you have another pair that does fit you well that you did not buy from Zenni, we want to advise of a tool that explains how to measure the elements of this frame, so you can determine its dimensions. This tool can be found toward the middle of the bottom of every page of our website. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. It does not have to be an exact match. As we advised, you have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. We hope that this information is helpful, and we look forward to hearing back from you with the refund option you prefer, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the progressive glasses you received from us. We were pleased to learn that you are happy with the frame you selected, but of course we were sorry to read that you cannot see well with the glasses. Consequently, we apologize for any disappointment you experienced as a result. We see that when you contacted us about this, we replied with a request that you try the four-point-touch test and email us a copy of the prescription and confirmation of how the pupillary distance (PD) was obtained, if it is not on the prescription – self-measurement, friend or family member measurement, or eye doctor measurement. We also want to mention that we use a style of progressives called free form, which has a reading corridor 12-14 millimeters wide, and there is no vision correction on either side of this progressive reading corridor. We advise that free form progressive glasses wearers point their nose at what they are viewing on the computer in the intermediate vision section or reading in the near vision section, rather than moving their eyes from side to side. The upper portion of the lens should have wide distance vision, with the top of the progressive reading corridor placed at 5 mm up from the center line of the lenses. Your frame, 2027422, has a 31-mm lens height, so the center line would be at 15.5 mm up from the bottom, with the top of the reading corridor 5 mm above that, starting at approximately 20.5 mm up from the bottom. The lens width is 52 mm, so there would be large sections of the lenses on either side of the reading corridor that would have no vision correction. We are eager to receive the copy of the prescription, and the confirmation of how you obtained the PD, so that we can view the prescription and compare its values with those you entered on the website, since we see no previous orders you have placed with us. Once we see that you entered the prescription and PD correctly, we can email you instructions to return the glasses to us for an inspection. If our inspection finds that we made the glasses incorrectly, we can remake the glasses for you for free. If our inspection finds that we made the glasses correctly, or if it turns out that, unfortunately, anything was entered incorrectly on the order, we can issue one of our two refund options – either a 100 refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for the glasses. We are eager to receive the prescription and PD confirmation, so that we can proceed with what will be needed to resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses you received. We were sorry to learn that the glasses, in full-rim square white frame 124130, do not fit you well on your nose and that the prescription is blurry, possibly because of the way the glasses rest on your face. Consequently, we apologize for any dissatisfaction you experienced as a result. We were also sorry to read that you have sent us many messages to which we did not respond. In the database record of your order – the number of which is o2844835167, not 02845836167 as you listed it in your Consumer Affairs review – we see one email from you, sent on May 17, 2020, advising that the glasses do not sit correctly on your nose, and that the vision through the lenses is blurry. The notes in the database record of the order indicate that on this same date we replied to your email, emailing you about the four-point touch test, asking you to try this, and email us a copy of your prescription. This is the email we sent you, at the email address listed in the order and which is also on the Consumer Affairs review, Sharontummillo@hotmail.com: “Re: Order # o2844835167 Dear Sharon Tummillo, Thank you for contacting Zenni. We're sorry to hear you're having difficulties with your new glasses. Would you please tell us which part is blurry, distance, intermediate or near? Would you please move the glasses up or down to see if it helps with vision? Would you please also place the glasses upside down on an even surface to see whether they touch the surface evenly on the 4 major points as in attached picture? If not, please try to gently bend the frame to obtain the 4-point touch. Then try the glasses on again after this for a little while and see if the vision is better. If it didn’t help, please scan the original prescription as well as the PD (Pupillary Distance) that you receive from your doctor, or take photos with a camera or mobile phone, and then email it to us as an attachment. We will check if the prescription in the order form was filled incorrectly, and get back to you with your return or remake options. If there is no PD listed in the prescription, would you please confirm how you got that measurement, such as verbally from the doctor or measured by yourself? This will help us in determining the reason for the issues you are having with your glasses.” Insofar as we have not received a reply to this email, and since you advise that you have repeatedly tried to contact us, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please also have the prescription you got from the eye doctor handy. The customer service representative who answers will ask you to confirm the prescription to them and ask how you obtained the PD – self-measurement, friend or family member measurement, or eye doctor measurement. The frame 124130 is a wide frame, with a frame width of 142 millimeters and a bridge (the part that goes over your nose) of 22 mm. If the issues you are experiencing are related to the dimensions of the frame, we want to ask if you have a pair of eyeglasses now that fits you well and looks good on your face. If you do, we recommend that you measure the dimensions of each element of this eyeglasses frame based on the instructions provided in our How to Measure Your Frame Size infographic, found toward the middle of the bottom of every page of our website: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. It does not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. If it turns out that the size of frame 124130 is the reason you cannot see well with these glasses, we can issue one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for the order. Since you are in Canada, you will not have to return the glasses to us to obtain one of these two refund options. However, if you confirm that the size of frame 124130 is close to the size of an eyeglasses frame you have now that fits you well, and you can see well with those glasses, we can email you instructions to return the glasses in for an inspection, and we encourage you to enclose a copy of the return-shipping-fee receipt you obtain from Canada Post. If our inspection finds that we made the glasses incorrectly, we can offer you a free remake, and we will refund the return-shipping fee to your PayPal account. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand corner of every Zenni page, or you may contact us by emailing us at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise if you tried the four-point touch test with the glasses, and whether you would like one of the two outlined refund options or to return the glasses for an inspection. We look forward to hearing back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses you received, which we were sorry to learn do not fit you well, and your objection to our asking for the order number. Consequently, we apologize for any dissatisfaction you experienced due to these matters. We do not understand your reluctance to provide the order number we assigned to the order, since the order number is part of the Return Authorization Number that we assign to the return email. We are also sorry that you object to our emailing you to ask you which refund option you prefer, so we can email you the appropriate return instructions. The refund options are either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them. Once you reply to our emails with the confirmation of the refund option you prefer, we will email you those return instructions and we will also email you a prepaid mailing label you may use for return postage. You order was delivered to you on June 6, 2020, according to the U.S. Postal Service website, and you contacted us on June 8, 2020, about this matter. Therefore, we can confirm that your contact with us to obtain return instructions for this order was within the 30-day warranty period, so this purchase is covered by the terms of this warranty. In addition, since you advise that the glasses you received are the wrong size to fit you, we want to mention that the frame width of rimless glasses is determined in part by the lens shape you select. For the glasses in frame 1911311, you selected lens shape 238, a rectangular lens that is shown on the enlarged picture of the glasses on our website. The frame width with this lens shape is 132 millimeters, as indicated in the Details section under the enlarged picture of the glasses that includes the other frame elements’ dimensions. If you were to select a different lens shape with a different lens width, this would change the frame width as shown under the enlarged picture. Moreover, we want to advise that we have a tool that can be found toward the middle of the bottom of every page of our website that is useful for helping customers determine the dimensions they need for a frame they shop for on the Zenni website that will fit them just as well. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure each element of an eyeglasses frame you have now that fits you well and looks good on your face, so that you may determine the dimensions you need for a Zenni frame to fit you just as well. It does not have to be an exact match. You hare a 2-mm leeway on each element, with a 3-4 mm leeway on the temple arms. We hope that this information is useful, and we also hope to hear back from you with your refund preference, so that we may email you the appropriate return instructions, and you may obtain this refund. We trust that this clarifies these matters to your satisfaction.

Thank you for posting your Zenni review of the order you placed on March 11, 2020, which you still have not received. We were very sorry to learn that this shipment has been delayed, and we apologize for any dissatisfaction you experienced as a result. Consequently, we are asking our lab to refund the $39.90 you spent on this order to the PayPal account you used to pay for it. You should receive an email from our lab later tonight, confirming this $39.90 PayPal refund with a transaction number. We trust that this will resolve this matter to your satisfaction, and of course we hope that you will eventually receive the glasses, and that when you do, you will be happy with them.

Thank you for posting your Zenni review of the progressive glasses you received. We are happy to know that you appreciate the price of the glasses, but we were sorry to read that you are having difficulty using the glasses, and we apologize for any dissatisfaction you experienced as a result. We see a previous order you placed in February 2020, but the prescription and pupillary distance (PD) entered for those glasses are different from the ones you entered on this April 2020 order, so we are surmising that those glasses were not for you. Since you mention that the lenses have only one sweet spot, we want to offer some information about the progressive glasses we provide that we hope will be helpful. We use a style of progressives called free form. Free form progressives have a progressive reading corridor shaped somewhat like a funnel, with wide distance vision at the top of the lens, getting progressively narrower, approximately 12-14 millimeters wide, in the sections with intermediate (computer) and near (reading) vision. There is no vision correction on either side of this progressive reading corridor, so we advise customers to point their nose at what they are viewing through the lenses, rather than moving their eyes from side to side, as you discovered when you tried to find the best way to use the glasses. The top of the progressive reading corridor is placed at 5 mm above the center line of the lenses. Your frame, 125116, has a 33-mm lens height. The center line, therefore, would be at 16.5 mm up from the bottom, with the top of the progressive reading corridor placed at 21.5 mm up from the bottom. We are sorry if this means the near-vision section of the glasses is small and placed on the lens in a way that requires you to tilt your head up to use it effectively. Since your frame’s temple arms are embedded with stainless steel rods, this makes the temple arms relatively easy to adjust. You may find that if you bend the temple tips (the part of the temple arm after the bend where they meet your ear) downward, this will raise the glasses and also raise the near-vision reading section of the progressive reading corridor, putting it higher, and, we hope, in your field of vision. We also hope that the information we provided in this response to your review helps you use these progressive glasses effectively, but if it does not, we want to advise that, if you believe that we may have made the glasses incorrectly, you may return them to us for an inspection. If our inspection finds any manufacturing errors, we will offer to remake the glasses for you for free. But if you do not want an inspection and would prefer a refund, we can offer you one of two refund options -- either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them. Since you are in Canada, you would not have to return the glasses to obtain the refund of your choice. However, if you do want to return the glasses for an inspection, we recommend that you enclose with the returned glasses a copy of the receipt you obtain from Canada Post for the return postage. If our inspection finds that we made the glasses incorrectly, in addition to offering you a free remake of the glasses we will refund the return shipping fee. If you would like to pursue one of the refund options or the return of the glasses for an inspection, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers whether you would like one of the refund options or to return the glasses for an inspection. If you choose the latter, we will email you instructions to return the glasses for an inspection, and again, we encourage you to enclose a copy of the return-shipping-fee receipt you obtain from Canada Post. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand corner of every Zenni page, or you may contact us by emailing us at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the issues you are experiencing and whether you would like one of the two outlined refund options or to return the glasses for an inspection. We look forward to hearing back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses you received. We were sorry to learn that you are displeased with the 1.67 high-index Blokz™ lenses, which you feel do not block blue light, are susceptible to scratching, and remain smudged even after you clean the lenses. Consequently, we apologize for any dismay you experienced as a result. Regarding the smudged lens issue, we want to recommend using mild soap and warm water to clean the lenses, then patting them dry with the microfiber cloth that came with the glasses, or dipping the microfiber cloth in 70 percent isopropyl alcohol, and using this alcohol-wetted cloth to clean the lenses. We hope that these methods will help you clean the lenses successfully. However, if they do not, and if you do not have a blue light pen such as we sell as an accessory to test how the lenses block blue light, we want to advise that this purchase is only a few days outside the 30-day warranty period, which begins the day the glasses are delivered. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers of the issues you are experiencing with these lenses. We will email you instructions to return the glasses for an inspection, and we will also email you a prepaid shipping label you may use for return postage. If we receive the glasses and test them with the blue light blocking pen, and this demonstrates that the lenses do not block blue light, we can remake the glasses for you for free. In addition, we will attempt to clean the lenses with the microfiber cloth and soap and warm water, or 70 percent isopropyl alcohol. If we also cannot successfully clean the lenses, we can remake the glasses for you for free. If our inspection finds that the lenses block blue light and can be cleaned, if you do not want the glasses back, we can offer you one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for the glasses. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the issues you are experiencing. If you would prefer to return the glasses for one of the outlined refund options, please advise of this in the email. We look forward to hearing back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the progressive glasses you received. We were sorry to read that you are having trouble seeing through the distance, intermediate, and, presumably, the near-vision portions of the lenses. Consequently, we apologize for any disappointment you experienced as a result. This purchase is one week outside its 30-day warranty period, which begins the day the glasses are delivered. Nevertheless, we will extend the warranty period for you as a customer service gesture, and therefore, we invite you to contact Zenni Customer Service, at 1-800-211-2105. Anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers of the vision issues you are experiencing with these progressive glasses. Also, please have the prescription you got from the eye doctor handy, because the representative will ask you to confirm that the prescription was entered correctly, and if the pupillary distance (PD) is not on the prescription, they will also ask how you obtained it – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that the prescription and PD were entered correctly, we will email you instructions to return the glasses for an inspection. We will also email you a prepaid shipping label you may use for return postage. However, if it turns out that something on the order was entered incorrectly, we can email you instructions to return the glasses for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for them. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please attach a copy of the prescription, and if the PD is not on the prescription, please advise how it was obtained. Also, please advise whether you want an inspection or a refund, and if you want the latter, please advise of the refund option you prefer. We look forward to hearing back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses from your most recent order. You are a longtime, valued customer, and we welcome the opportunity to respond to your concern. As we stated in our response to your Better Business Bureau review, we were sorry to learn that a magnet came out of one of your frames that includes magnetic sunshades, and we apologize for any dissatisfaction you experienced as a result. We see that two pairs of glasses on your order include the magnetic sunshades – frames 583621 and 585311. This order was delivered to you on March 2, 2020, and unfortunately, it is outside the 30-day warranty period, which starts the day the glasses are delivered, and during which, if a magnet comes out of the frame or the magnetic sunshades, we can send a free replacement frame. Nevertheless, you may order a replacement frame that includes the magnetic sunshades, and it will be half the price you see on the website, which is the price of the frame with prescription or optical-quality nonprescription lenses. We do not know which frame lost the magnet, but 583621 and 585311 are each $23.95. To order one of these frames at half-price, the frame would cost $11.98. We hope that you will order the replacement of the frame from which the magnet came out. If it was 583621, a half-rim frame, here is a how-to video, found toward the middle of the bottom of every page of our website, explaining how to swap lenses from one half-rim frame into another: https://www.zennioptical.com/c/how-to#howto-replace-halfrim. If it was 585311, a full-rim frame, here is a how-to video explaining how to swap lenses from one full-rim frame into another: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. We hope that the information in the how-to video relevant to the frame from which the magnet came out is helpful. In addition, when you order the replacement frame, please include a note in the Instructions box on the Checkout page asking our lab to enclose with the frame some extra screws and nose pads, as well as the screwdriver tool, which will help you swap the prescription lenses from the frame in which the magnet came out into the new replacement frame. We hope that this information is helpful, and that it resolves this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you ordered for your 18-year-old son that we were sorry to learn were too small to fit him well. Consequently, we apologize for any dismay you experienced as a result. Moreover, we would like to provide some information we hope will be helpful. The frame you ordered for your son, model 419111, has a 132-millimeter frame width. We have this same frame in model 419011, which is a larger size, with a 140-mm frame width. We also want to advise that all of our frames’ dimensions are shown under the enlarged picture of the frame on our website, under Details. In addition, we have a tool on our website that helps customers determine the dimensions they need for a frame to fit them well. It is our How to Measure Your Frame Size infographic, and it can be found toward the middle of the bottom of every page of our website: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. We want to confirm that the measurements do not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a 3-4 mm leeway on the temple arms. This purchase is less than a week outside the 30-day warranty period, which starts the day the glasses are delivered. Therefore, we will be happy to make a customer service exception to extend this warranty for you if you would like to return the glasses for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, or a 50 percent refund to the PayPal account you used to pay for them. If you choose the store credit option, you may use the store credit toward the purchase of another pair of glasses in a frame that you confirm will fit your son well. To this end, we want to encourage you to measure the elements of an eyeglasses frame your son has now that fits him well and looks good on his face, so that you will know the dimensions he needs for an eyeglasses frame to fit him well, and so you may shop for and then order on our website another pair of glasses for your son, and use the store credit toward this purchase. If you would like to pursue one of these refund options, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers which refund option you would like to receive when you return the glasses. We will email you those return instructions, and we will also email you a prepaid shipping label you may use for return postage. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the refund option you prefer. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the two orders you have placed with us. We were sorry to read that you dislike the quality of the eyeglasses we provide, and that you also dislike our return policy. Consequently, we apologize for any dissatisfaction you experienced as a result. We see that the first order you placed included frame 2032417, a large frame with a 146-millimeter frame width. You returned these glasses for a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, and used the store credit toward the purchase of another pair of glasses, in frame 7817716, which is considerably narrower, with a 128-mm frame width. We hope that this frame fits you well. To determine the size of frames you need for future orders, which we hope you will place, we want to advise of a tool that can be found toward the middle of the bottom of every page of our website that helps customers determine the dimensions they need for an eyeglasses frame they see on the Zenni website to fit them well by explaining how to measure each element of an eyeglasses frame they have now that fits them well. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. The measurements do not have to be an exact match. You have a 2-mm leeway on each element, with a 3-4 mm leeway on the temple arms. We hope that this information is helpful, and we also hope that you are happy with the glasses in frame 7817716.

Hi, thank you for posting your Zenni review of the two pairs of glasses you ordered, one of which we were sorry to learn was too large to fit the person for whom you ordered them, and we apologize for any dismay you and she experienced as a result. The frame widths of both frames, 106225 and 7806815, are 131 millimeters and the bridge length is 18 mm on 106225 and 17 mm on 7806815. The one large discrepancy in dimensions between the two frames is found on the temple arms. Frame 106225 has temple arms 143-mm long, while 7806815 has temple arms the same length as the frame is wide, 131 mm. If this is the issue that causes the glasses to fall off the wearer’s face, we want to advise that these spring-hinged, acetate temple arms have stainless steel rods embedded in them that will enable you to adjust the temple arms easily. Please try bending the temple tips (the part of the temple arm that follows the bend over the wearer’s ear) downward, to see if this helps improve the fit and keeps the glasses on the wearer’s face. If this adjustment does not improve the fit, we want to confirm that this purchase is within its 30-day warranty period, which starts the day the glasses are delivered. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers that you would like to return the glasses in frame 106225 for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, or a 50 percent refund to the PayPal account used to pay for the order. We will email you the instructions to return the glasses for the refund you select, and we will also email you a prepaid shipping label you may use for return postage. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the refund option you prefer. If you choose the store credit option, and you would like to use the store credit toward the purchase of a frame that will fit, we want to advise that we have a tool that can be found toward the middle of the bottom of every page of our website that helps customer determine the dimensions they need on an eyeglasses frame to fit them well, so they can shop for a frame on the Zenni website that will fit them just as well. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. It explains how to measure each element of an eyeglasses frame, so you can measure a frame the wearer has that fits her well to determine the dimensions of a frame that will fit her well, or use the dimensions of frame 7806815 as the default measurements. It does not have to be an exact match. You have a 2-mm leeway on each element, with a 3-4 mm leeway on the temple arms. However, if the size issue is not just the temple arm length, but the frame width, please advise of this when you return the glasses, because we advise that both frames have the same width on our website. If this is not true, as you may have discovered when you received both pairs of glasses, please advise of this in a note enclosed with the returned glasses, and we will measure the elements of frame 106225. If they are incorrect in the Details section under the enlarged picture of the frame on our website, we will revise the details of these dimensions accordingly. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses you received from us. We were happy to read that you like the eyeglasses frame you selected, but we were sorry to learn that you ordered single-vision glasses on your first order when you had wanted bifocals. Consequently, we apologize for any confusion you experienced when you placed your first order. Nevertheless, we are happy that you are pleased with the customer service you received from us. However, we were surprised to read your statement that it took almost $200.00 to straighten this matter out. Your first order was $44.85, which includes the Standard shipping fee. You returned these glasses, since you did not want single-vision glasses, but you kept the clip-on sunshades, and when we received the returned glasses we issued a refund of the price of the glasses, $35.95, in the form of store credit to your Zenni account. For your second order, which we were pleased to see contained bifocal glasses, you paid an additional $34.00 with your credit card, and for the rest of the payment you used your $35.95 store credit. Therefore, you spent $44.85 on the first order and $34.00 on the second order, for a total payment, minus the use of the store credit, which is included on the $44.85 from the first order, for a total of $78.85 on the two orders. We trust that this clarifies what you spent on these two pairs of glasses, and of course we are happy to know that you are satisfied with the bifocals.

Thank you for posting you Zenni review of the glasses you received and our return policy. We were sorry to read that you dislike the glasses and that you also dislike our return policy. Consequently, we apologize for any dissatisfaction you experienced as a result. Our policy states that if you cannot see well with the glasses and you return them for an inspection, if our inspection finds a manufacturing error on the glasses, we will remake the glasses for you for free. However, when a customer simply dislikes the glasses, the refund options are a 100 percent refund in the form of store credit to the customer’s Zenni account or a 50 percent refund to the source of payment, in this case a credit card. We do not offer a 100 percent credit card refund when the customer dislikes the glasses, because prescription eyeglasses are custom-made medical products that cannot be reused or resold, only donated or discarded. In addition, because you complained about the delivery time of your glasses, we looked up the delivery time and found that it exceeded the 14-21-day delivery time promise for Standard shipping. Therefore, we are refunding the $4.95 shipping fee to the credit card you used to pay for the order. You should receive an email from our lab later tonight, confirming this refund with a transaction number. We hope that this will provide a small measure of amelioration for these matters.

Hi, thank you for posting your Zenni review of the bifocal glasses you received from us. We were sorry to learn that the placement of the bifocal segment lens did not seem correct, and we apologize for any dismay you experienced as a result. We want to confirm that we place the top of the bifocal segment lens at 4 millimeters below the center line of the lenses. Your frame, model 798016, has a 32-mm lens height. The center line, therefore, is at 16 mm up from the bottom, which places the top of the bifocal segment lens at 12 mm up from the bottom of the lens. If the bifocal segment lens on your glasses does not appear to start at 4 mm below the center line of the lens, we invite you to measure the placement of the top of the bifocal in relation to the center and bottom of the lens. If your measurement shows a different placement of the top of the lens than 4 mm below the center line of the lens, please take a picture of this measurement, using visual aids such as a millimeter ruler and a mark from a marking pen on the lens, and email this picture to us at service@zennioptical.com, putting your order number, o2726910195, in the subject line of the email, and advising in the body of the email that the bifocal segment lens is not placed at 4 mm below the center line of the lens. If this picture shows this incorrect placement clearly, based on our perusal of the picture we can offer to remake the bifocals for you for free. If we cannot determine whether the placement of the bifocal segment lens is correct from the picture, we will invite you to return the glasses to us for an inspection. Along with emailing you the instructions to return the glasses to us for the inspection, we will email you a prepaid shipping label you may use for return postage. If you would like to discuss this matter with a customer service representative, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers whether you want to return the glasses for an inspection or for a refund. If you choose the inspection, please have the prescription you got from the eye doctor handy, because the representative will ask you to confirm that the prescription was entered correctly, and they will also ask how you obtained the pupillary distance (PD) – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that the prescription and PD were entered correctly, we will email you those return instructions. However, if you decline the inspection option and want a refund, please advise the representative of the refund you prefer – our refund options are either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them – and we will email you the instructions to return the glasses for the refund you select. In this instance, we will also email you a prepaid shipping label you may use for return postage. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email, please advise whether you want to return the glasses for an inspection or for the refund option you prefer. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the progressive glasses you received from us. We were sorry to read that you cannot see very well with these glasses, and we want to apologize for any dissatisfaction you experienced as a result. We would also like to provide some information we hope will be helpful. We manufacture a style of progressive glasses called free form. This style of progressives provides no vision correction on either side of the 12-14-millimeter-wide progressive reading corridor, which contains the intermediate (computer) and near (reading) vision correction. Because on either side of the progressive reading corridor the lens is nonprescription, we recommend that customers who are unfamiliar with free form progressives point their nose at what they are viewing through the intermediate- and near-vision sections of the progressive reading corridor, rather than moving their eyes from side to side. If this does not resolve the vision issues you are experiencing, we want to confirm that this purchase is within its 30-day warranty period, which starts the day the glasses are delivered. If you change your mind and decide that you would like to return the glasses for an inspection, we recommend that you enclose with the returned glasses the receipt you obtain from Canada Post for returning the glasses. If our inspection finds that we made the glasses incorrectly, we will refund the return shipping fee to the credit card you used to pay for the glasses. However, if you would like a refund of what you spent on these glasses, we can issue the refund and you would not have to return the glasses to us. Our refund options are a 100 percent refund of what you spent on the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them. If you would like to pursue either the return-for-inspection or refund options, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers whether you want to return the glasses for an inspection or obtain a refund. If you choose the inspection, please have the prescription you got from the eye doctor handy, because the representative will ask you to confirm that the prescription was entered correctly, and they will also ask how you obtained the pupillary distance (PD) – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that the prescription and PD were entered correctly, we will email you those return instructions. However, if you decline the inspection option and want a refund, please advise the representative of the refund you prefer. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email, please advise whether you want to return the glasses for an inspection or for the refund option you prefer. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the two pairs of glasses you received from us. We were happy to read that you are pleased with the single-vision glasses, but we were sorry to learn that the placement of the progressive reading corridor in the other pair is too high for you to use these glasses. Therefore, we apologize for any dismay you experienced as a result. We want to advise that the frame you selected for the progressive glasses, 461816, has a 32-millimeter lens height. The top of our progressive reading corridor starts at 5 mm above the center line of the lens. The center line of these 32-mm high lenses is 16 mm, with the top of the progressive reading corridor placed at 21 mm up from the bottom, leaving 11 mm of distance vision at the top of the lens. You are within the 30-day warranty period on this order, which starts the day the glasses are delivered. Therefore, we can offer you one of our two refund options for these glasses, and since you are in Canada, you will not have to return them to obtain the refund of your choice – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, or a 50 percent refund to the PayPal account you used to pay for them. If you would like to pursue one of these refund options, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers which refund option you would prefer. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the refund option you prefer. We hope to hear back from you regarding the refund you would prefer for these glasses, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the bifocal glasses you received, which we were very sorry to read did not work for you. Consequently, we apologize for any dismay you experienced as a result. We see a big discrepancy between the Spherical value entered for your right eye (OD), -4.25, and your left eye (OS), +0.50. This is considerably different from the prescription you provided on your previous order, placed in April 2013, and the pupillary distance (PD) is a little different, too, but of course we understand that a person’s prescription can change in seven years. This purchase is a few days outside the 30-day warranty period, which starts the day the glasses are delivered, but of course we will extend the warranty period for you so that you may return these bifocals for an inspection. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number and prescription you got from the eye doctor handy when you call, because the customer service representative who answers will ask you to verify the prescription, and if the PD is not on the prescription, the representative will ask how you obtained it – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that the prescription and PD were entered correctly, the representative will email you instructions to return the glasses for an inspection, and they will also email you a prepaid shipping label you may use for return postage. If our inspection finds any manufacturing errors in the glasses, we can offer to remake the glasses for you for free. If, however, it turns out that, unfortunately, anything on the order was entered incorrectly, we can offer you one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or by emailing us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, please attach a copy of the prescription to the email, and if the PD is not on the prescription, please confirm how it was obtained. We are eager to hear back from you, so that we may inspect these incorrect glasses, determine why you cannot see well with them, and, we hope, resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the payment of orders you place with us. We were sorry to read that you are unhappy that payment for our products is in U.S. dollars, and we apologize for any dismay you experience as a result. Zenni is an American company that sells eyeglasses to people all over the world. All payments are made online, through credit and debit cards, PayPal accounts, and Amazon accounts. We do not accept payments in currency issued by the various countries where our customers live. U.S. dollars are the default type of currency we advise that our products cost on our website, and we do not foresee changing this. Nevertheless, we thank you for posting your question, and we also thank you for your business.

Hi, thank you for posting your Zenni review of the glasses you received. We were happy to know that you like the look and weight of the glasses, and that the prescription is good. However, we were sorry to read that the reading portion of the progressive prescription seems too small and that you must raise your head to use both the intermediate (computer) and near (reading) vision sections. Consequently, we apologize for any dismay you experienced as a result. In addition, we would like to provide some information we hope will be helpful. We want to confirm that we use a style of progressive glasses called free form, which puts the top of the progressive reading corridor at 5 millimeters above the center line of the lens. Your glasses, in frame 7818725, have a 41-mm lens height. Therefore, the center line of the lens is at 20.5 mm up from the bottom, and the top of the progressive reading corridor starts at approximately 25.5 mm up from the bottom. The intermediate section should be in the middle third of the lens, with the near section in the bottom third. However, if you cannot use the intermediate and near sections without tilting your head up, we may have placed these sections too low on the lens. You may return these glasses for an inspection of the way we placed the progressive reading corridor, or, since you are in Canada, we can offer you one of our two refund options without your having to return the glasses – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them – or, if you return the glasses and we find that we placed the progressive reading corridor incorrectly on the lenses, we can remake the glasses for you for free. If our inspection finds that we made the glasses correctly and you choose the 100 percent store credit refund, you may use the store credit toward the purchase of a new pair of glasses with a shorter lens height, perhaps 32-36 mm, which should give you more vision coverage in the intermediate and near sections of the lenses. If you would like to pursue any of these options, and discuss with us alternative frames with shorter lens heights, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers whether you would like to return the glasses for an inspection or to obtain one of the outlined refund options. We will be happy to discuss alternative lens heights if you would like to get the store credit or credit card refund and order your next pair of glasses in a different frame, or we will be happy to email you return-for-inspection instructions. If you do select the option to return the glasses for an inspection, please enclose with the returned glasses the receipt you obtain from Canada Post for the return postage. If our inspection finds that we made these glasses incorrectly, we will refund the shipping fee you incur for returning the glasses. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise whether you would like to return the glasses for an inspection, or of the refund option you prefer. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review stating that you cannot order a new pair of glasses with the same prescription you have used on your previous orders. We were sorry to read this, and we apologize for any dismay you experienced as a result. We see that you have placed orders with us in 2017, 2019, and April 2020. Each of these orders has the same prescription and pupillary distance (PD). This prescription is very mild, and there is no reason you should not be able to place a new order with this prescription and PD. We invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please advise the customer service representative of the difficulty you have had placing a new order with this prescription and PD. Our representative should be able to assist you by answering any questions you may have about entering your prescription on our website. We see that the frame on your most recent order, model 3220821, has a PD range that starts at 64 mm, higher than your PD of 63 mm. Nevertheless, by assessing an extra-strength charge of $9.00, we were able to adjust the optical center of the lenses so that the frame would accept your PD. If the issue is that the PD range of the frame in which you are interested does not include 63 mm, and the website advises that the frame will not accommodate the PD, even with an extra-strength charge, we are sorry that the frame will not accommodate your PD. Therefore, we want to encourage you to select a frame that includes 63 mm within the range the frame accommodates. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page. We hope to hear back from you regarding this matter, so that we may resolve it to your satisfaction.

Hi, thank you for posting your Zenni review of the progressive glasses you received in frame 2026739. We are sorry if you are having trouble with the progressive reading corridor, and we are also sorry to read that you dislike the quality of the frame. Consequently, we apologize for any disappointment you experienced as a result. We want to advise that the progressive reading corridor starts at 5 millimeters up from the center line of the lens. This lens is 41 mm high, so the center line would be at 20.5 mm, and five mm above this would be at 25.5 mm. At its narrowest point, the progressive reading corridor is approximately 12-14 mm wide, with no vision correction on either side of this reading corridor. If this placement of the progressive reading corridor does not work for you, and since you dislike the quality of the frame, we want to advise that even though you are a few days outside the 30-day warranty period, which begins the day the glasses are delivered, we will be happy to extend this warranty period for you to return these glasses for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, or a 50 percent refund to the credit card you used to pay for them. If you would like to pursue this option, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers which refund option you would prefer. They will email you instructions to return the glasses for the refund you choose, and they will also email you a prepaid shipping label you may use for return postage. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the refund option you prefer. We hope to hear back from you regarding the refund you would prefer for these glasses, so that we may email you the instructions to return the glasses, and, we hope, resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the frame 128517, which you ordered in February 2020 and April 2020, both of which frames we were sorry to learn broke. Consequently, we apologize for any dissatisfaction you and your daughter experienced as a result. This purchase is within its 30-day warranty period, which starts the day the glasses are delivered. Therefore, in response to your request, we will ask our lab to issue a $12.95 refund in the form of store credit to your Zenni account. In addition, we are asking our lab to send you a free replacement frame 128517, so that you may swap the lenses from the broken frame into the new one. Here is a how-to video found toward the middle of the bottom of every page of our website, explaining how to swap lenses from one full-rim frame into another: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. You should receive an email from our lab later tonight, confirming that they are refunding the price of the glasses in frame 128517, $12.95, to your Zenni account, and that they are sending you a free replacement frame 128517. We trust that this store credit refund and free replacement frame will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you received. We were sorry to read that after you were wearing the glasses for a while, the prescription did not seem to correct your vision. In addition, we were also sorry to read that the half-rim, stainless steel rose gold frame, model 462819, did not look like the picture of the frame on our website. Consequently, we apologize for any dissatisfaction you experienced as a result. We do not see any indication that you placed any previous orders with Zenni, so we cannot compare the prescription and pupillary distance (PD) you used on this order with those entered on a previous order. Nevertheless, this purchase is within its 30-day warranty period, which begins the day the glasses are delivered. Therefore, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number as well as the prescription you got from the eye doctor handy when you call, because the customer service representative who answers will ask you to verify the prescription, and if the PD is not on the prescription, the representative will ask how you obtained it – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that the prescription and PD were entered correctly, the representative will email you instructions to return the glasses for an inspection, and they will also email you a prepaid shipping label you may use for return postage. If our inspection finds any manufacturing errors in the glasses, or if the appearance of the frame does not match the website picture, we can offer to remake the glasses for you for free. If, however, it turns out that, unfortunately, anything on the order was entered incorrectly, we can offer you one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or by emailing us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, please attach a copy of the prescription to the email, and if the PD is not on the prescription, please confirm how it was obtained. We are eager to hear back from you, so that we may inspect these glasses, determine why you cannot see well with them, compare the rose gold color of the frame with the online picture of the frame, and, we hope, resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you received, in frame model 445912, with a 137-millimeter frame width, an 18-mm bridge width, and temple arms 143 mm long. We were very sorry to read that these glasses are sliding off your face, and that you are having trouble cleaning the lenses with the microfiber cloth enclosed with the glasses. Consequently, we apologize for any dismay you experienced as a result. We do not see any previous Zenni orders placed by you, so we cannot compare the dimensions of frame 445912 with those of a frame from a previous order. Regarding the oily lens issue, we want to recommend using mild soap and warm water to clean the lenses, then patting them dry with the microfiber cloth, or dipping the microfiber cloth in 70 percent isopropyl alcohol, and using this alcohol-wetted cloth to clean the lenses. We hope that these methods will help you clean the lenses successfully. However, since the glasses do not fit you well, we want to advise that you are within the 30-day warranty period on this order, which starts the day the glasses are delivered. Therefore, you may return the glasses for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, or a 50 percent refund to the credit card you used to pay for them. If you would like to pursue this option, we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers which refund option you would prefer. They will email you instructions to return the glasses for the refund you choose, and they will also email you a prepaid shipping label you may use for return postage. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the refund option you prefer. Regarding the fit of this pair of glasses and previous pairs you have ordered, we want to advise of a tool that can be found toward the middle of the bottom of every page of our website. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure each element of an eyeglasses frame you have now that fits you well and looks good on your face, so that you may shop for a frame on the Zenni website that should fit you just as well. The measurements do not have to be an exact match. You have a 2-mm leeway on each element of an eyeglasses frame, with a greater leeway, 3-4 mm, on the temple arms. We hope that this information is helpful, and we also hope to hear back from you regarding the refund you would prefer for these glasses, so that we may email you the instructions to return the glasses, and, we hope, resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses you have received from us. We were very sorry to read that two of the three pairs of glasses you have received from us recently are not working for you. Consequently, we apologize for any dissatisfaction you experienced as a result. Since you contacted us in response to your experience with the glasses in the midnight blue full-rim plastic frame 129521, from your April 21, 2020, order o2404627480, we assume that these glasses are one of the pairs with which you are experiencing problematic vision. However, we see no notes in the database record of your other April 21, 2020, order, o2745758560, which included brown full-rim flexible plastic frame 2027315, or in the database record of your May 16, 2020, order, o2960872196, which included black full-rim flexible plastic frame 2018921. In our May 17, 2020, emailed response to your email of the same date, following your May 16, 2020, Reseller Ratings review, we asked you to contact us for instructions to return the glasses for an inspection if the adjustment procedures we recommended did not improve your vision through the lenses. We do not see any indication that you contacted us for instructions to return the two pairs of glasses with problematic vision for an inspection. Therefore, we again invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order numbers and frame numbers of the two pairs of glasses with which you cannot see well handy when you call, so the customer service representative can assist you with emailed instructions to return the glasses for the inspection. When you return the glasses, please enclose a copy of the receipt you obtain at the Canada Post office for returning the glasses, so that if our inspection finds manufacturing errors in one or both pairs of glasses, we can refund the return shipping fee to the credit card you used to pay for the glasses. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or by emailing us, at service@zennioptical.com, and if you choose this contact method, please put your order numbers in the subject line of the email, so that we may readily identify the orders. We are eager to hear back from you, so that we may inspect these incorrect glasses, determine why you cannot see well with them, and, we hope, resolve this matter to your satisfaction.

Thank you for posting your Zenni review about the shipping time of your order. We are sorry that this shipment will not meet the 14-21-day delivery time promise for Standard shipping, insofar as this order was placed on May 7, 2020, and we apologize for any dismay and inconvenience you experience as a result. We looked up the U.S. Postal Service tracking number, 9400136206444705107867, on the post office’s website, usps.com, and found that they expect to deliver the glasses to you on June 1, 2020, the 25th day after you placed the order. We were also sorry to learn that you will not be at the shipping address on June 1, 2020, and we apologize for the inconvenience regarding this matter as well. Insofar as we read in the Chat session you had with our representative that you would prefer the Standard shipping fee refund in the form of store credit to your Zenni account, we will ask our lab to issue this $4.95 store credit to your Zenni account, and you should receive an email from the lab later tonight confirming this $4.95 Standard shipping fee refund in the form of store credit to your Zenni account. We regret that we cannot compensate you for the cost your former apartment management will incur for sending the glasses to you at your new residence. However, we emailed you an item that we hope you will use on your next order with Zenni. We trust that this will help to provide a measure of amelioration for this matter.

Thank you for posting your review of the eyeglasses you received. We were sorry to learn that you cannot see well with the glasses, and we apologize for any dissatisfaction you experienced as a result. We were also sorry to learn that you no longer have access to the prescription you received from your eye doctor, whom you advise closed his practice. We see no previous orders placed by you at Zenni, so we regret that we cannot compare the prescription you used on this order with that used on a previous order. Consequently, we can inspect your glasses, but without the confirmed prescription provided by an eye doctor, we cannot offer you a remake of the glasses if our inspection finds that we did not make them according to the prescription you entered on our website. If you return the glasses, we can offer you either a 100 percent refund of the price of the glasses, $28.67, in the form of store credit to your Zenni account or a 50 percent refund, $14.34, to the PayPal account you used to pay for them.

Hi, thank you for posting your Zenni review of the frame 7815831 from your order o1917533194, placed in June 2019, which we were sorry to learn broke. We were also sorry to learn that the lenses from the glasses with the broken frame did not fit in the replacement frame 7815831 we sent you, and that when you returned the frame and lenses to us we could not make the lenses fit, either. Consequently, we apologize for any dismay you experienced as a result. We were disturbed to learn that, when we discovered that we could not successfully replace the lenses in the 7815831, insofar as you are a good customer who has placed eight orders since January 2019, even though the frame broke outside the warranty period, we did not immediately offer to remake these glasses for you for free, as a courtesy. Therefore, to rectify this matter, we are asking our lab to remake your glasses from the June 2019 order in frame 7815831 for free. You should receive an email from our lab later tonight, confirming that they will remake your glasses as a courtesy. However, we are asking our lab to ask you to confirm in a reply to their email that the prescription you used on the June 2019 order is still current, since we see subsequent orders with the same pupillary distance, 71 millimeters, but with a slightly different prescription. If these more recent orders are for you, and you would like your remake with this more recent prescription, please advise our lab of this, and they will remake the glasses accordingly. We hope that this free remake will resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the shipment of your order. We are sorry to confirm that, after plugging the tracking number, 9400136206444643751467, into the tracking window at the U.S. Postal Service website, the post office states that the glasses were picked up by the mail carrier on May 13, 2020. However, we are sorry that there has been no movement of the order, and if the U.S. Postal Service advised that the order is not in their system, we apologize for any dismay you experienced as a result. We are also sorry that at this point, we can only advise that you wait for the glasses. If the post office advises that the order is lost in transit, or if they state that the glasses were delivered but you never do get the glasses, we can remake them for you for free. We hope that you get the eyeglasses soon, and when you do, we hope that you will be pleased with them.

Hi, thank you for posting your Zenni review regarding the email you advise that you sent on Monday, May 11, 2020, requesting directions on how to return an eight-month-old frame to replace it with an identical frame. We are sorry to confirm that we do not see any notes in the database record of your order indicating that we received this email. If you emailed us at service@zennioptical.com, putting the order number in the subject line of the email, and in the body of the email asking for the return instructions, we are sorry that we did not receive this email. Consequently, we apologize for any dismay you experienced as a result. In addition, we would like to provide some information we hope will be helpful. The warranty period to receive a free replacement frame if an issue develops with the frame that was originally ordered is within 30 days from the date the order was delivered. We are also sorry to confirm that this order is well outside this warranty period. Nevertheless, you may purchase a replacement frame 217214 at half price. With lenses, this frame is $23.95. To order it as a frame only, it is $11.98. We hope that this information is helpful, and we also hope that you will agree to accept the 15 percent-off promo code we offered and use it on this frame-only order or on a subsequent order with a full pair of eyeglasses. If you do order the replacement frame 217214, we have a how-to video toward the middle of the bottom of every page of our website, explaining how to swap lenses from one full-rim frame into another: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. We hope that this video is helpful, and we hope that the information we provided will resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the two pairs of glasses you received from us, the second pair a remake of the first, which we remade because our inspection found that the first pair was made incorrectly. We were very sorry to read that you are having the same vision issues with the second, remade, pair as you had with the first pair, as well as observing a discrepancy in the two lenses’ thickness, which you did not mention regarding the first pair. Consequently, we profusely apologize for any dissatisfaction you experienced due to these issues. We do not see that we mentioned this in our previous responses to you, but we want to confirm that we place the top of our progressive reading corridor at 5 millimeters above the center line of the lens. The lenses of your frame, 406415, are 32 mm tall. The center line then is at 16 mm, and the top of the progressive reading corridor starts at 5 mm above this, 21 mm up from the bottom, with 11 mm of distance vision at the top. The reading section toward the bottom of the lens may be a little up from the bottom, so you may be finding that if you try to look through the very bottom of the lenses to read, you may not be looking through the “sweet spot” of the reading section and therefore, what you see may be blurry. We hope that this information is helpful. Nevertheless, as we confirmed to you yesterday, May 14, 2020, when we inspect the remade glasses, if our inspection finds any manufacturing errors and you decline a second remake, we will fully refund what you spent on this purchase, $98.46, which includes the $4.95 shipping fee, to the credit card you used to pay for them. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the progressive glasses you received from us, which we were sorry to read you dislike. We are disheartened to know that you are dissatisfied with the quality of the frame, with the way our progressive reading corridor is placed on the lens, and with our refund options. Consequently, we apologize for any dismay you experienced as a result. Regarding your comment about the prescription in the lenses, we want to confirm that we use a style of progressive lenses called free form, which has a fairly narrow progressive reading corridor, shaped like a funnel -- wider at the top, getting narrower toward the middle -- and approximately 12-14 millimeters wide at the narrowest point. There is no vision correction on either side of this progressive reading corridor. That is why you do not see a correction on the inside (or outside) edges of the corners. We advise our customers unused to wearing free form progressives to point their nose at what they are viewing, rather than moving their eyes from side to side. We were disappointed to read in the database record notes that you changed your mind about sending the glasses back for an inspection and instead chose to return the glasses to receive the 50 percent refund of what you spent on the glasses to the credit card you used to pay for them. We are additionally disappointed that you also declined the 100 percent refund in the form of store credit to your Zenni account, which you would be able to use toward another purchase. When we receive the returned glasses, we will issue this 50 percent credit card refund, and we hope that when we do, this matter will be resolved to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you received and the time it took for you to receive them. We are sorry that the glasses were delivered to you on the 21st day after you placed the order, the last day of the 14-21-day delivery time promise that comes with Standard shipping, and that you are disappointed with the quality of the glasses. Consequently, we apologize for any dissatisfaction you experienced as a result. This purchase is within its 30-day warranty period, which starts the day the glasses are delivered. Therefore, if you would like to return them for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them – we invite you to telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, and please advise the customer service representative who answers which refund option you would prefer. We will email you the instructions to return the glasses for the refund you choose, and we will also email you a prepaid shipping label you may use for return postage. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or you may contact us by emailing us at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, and in the body of the email please advise of the refund option you prefer. We hope to hear back from you regarding the refund you would prefer for these glasses, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you received. We were sorry to read that there is an issue with the right lens of your glasses, resulting in blurry vision, and we apologize for any dismay you experienced as a result. We will be eager to receive the returned glasses for an inspection, so we can determine whether we made the right lens correctly. We see your note advising that you did not receive the prepaid shipping label that our customer service representative advised was sent to you, so we will ask the representative to send it to you again. When we have inspected your glasses, we will email you the inspection results. We trust that this will resolve this matter to your satisfaction, and we again apologize for the blurriness on the right lens.

Thank you for posting your Zenni review of the promo codes we offer customers. We were sorry to read that you are disappointed that our policy states that only one promo code can be used per order, and that this was not clear until you get to the page where you are asked to enter a promo code. Consequently, we apologize for any dismay you experienced as a result. Nevertheless, we hope that you are pleased with the single-vision glasses you received from us, and that you will be pleased with the three pairs of single-vision glasses, one pair of which is sunglasses, on your subsequent order, for which you used the 10 percent discount promo code. Of course, we hope that you will use other promo codes you have received on subsequent orders with Zenni.

Thank you for posting your Zenni review of the delayed shipment of your glasses. We are sorry that the glasses have not left the Canada Post processing center in Alberta due to holds on shipping because of the worldwide health crisis. Consequently, we apologize for any dissatisfaction you experienced as a result. We expect that you should receive the glasses soon, and we recommend that you keep checking the tracking number at the Canada Post website for updates.

Thank you for posting your Zenni review of the progressive glasses you received from us, which we were sorry to learn did not work for you, even though our inspection found that they were correctly made. Consequently, we apologize for any dissatisfaction you experienced as a result. Moreover, we would like to provide some information we hope will be helpful. Our progressives are in the free form style, which puts the top of the progressive reading corridor at 5 millimeters above the center line of the lens. This corridor is shaped like a funnel, wide at the top of the lens, where distance vision is, getting progressively narrower in the sections with intermediate and near vision, approximately 12-14 mm wide at the narrowest point. Your local optical retailer may use a different style of progressives that works for you better. Since you are dissatisfied with our offer of a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the credit card you used to pay for them, we are going to make a customer service exception for you and issue a full refund, $141.80, to your credit card as a courtesy. You should receive an email from our lab later tonight confirming this $141.80 credit card refund with a transaction number. If you email us, at service@zennioptical.com, a copy of the receipt you obtained when you mailed the glasses back to us, we will refund this return postage fee as well. Please put the order number, o212076355, in the subject line of the email, and please advise that we offered to refund this shipping fee to your credit card. We trust that these refunds will resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the progressive glasses you received from us, which we were sorry to learn did not work for you, even though our inspection found them to have been correctly made. Consequently, we apologize for any dissatisfaction you experienced as a result. Moreover, we would like to provide some information we hope will be helpful. Our progressives are in the free form style, which puts the top of the progressive reading corridor at 5 millimeters above the center line of the lens. This corridor is shaped like a funnel, wide at the top of the lens, where distance vision is, getting progressively narrower in the sections with intermediate and near vision, approximately 12-14 mm wide at the narrowest point. Costco may use a different style of progressives that works for you better. Since you are dissatisfied that we declined to refund your credit card, instead issuing a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, and because you are a longtime customer, we are going to remove the $103.85 store credit from your Zenni account and issue a full refund, $108.80, as a courtesy. You should receive an email from our lab later tonight confirming this $108.80 credit card refund with a transaction number. We trust that this refund will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the lack of updated information you have received regarding the shipment of your eyeglasses order. We were very sorry to read your description of the uninformative customer service we provided, and we profusely apologize for any dissatisfaction you experienced as a result. We see in the notes in the database record of your order that the glasses were completed on April 28, 2020, and on April 29, 2020, they left the lab to be sent to our U.S. office, from which they are to be mailed to you. However, we were disturbed to see that there is no indication in the database record that the glasses have been mailed to you yet. The most recent email we received from our Shipping team indicates that your order should arrive at our U.S. office today and should be mailed to you today or tomorrow, May 7, 2020, at the latest. Consequently, we are asking our Shipping department to locate your order and email you its delivery status, and if it does go out today, also to email you the U.S. Postal Service tracking number that you may use to keep tabs on the shipment at usps.com. (If it goes out tomorrow, May 7, 2020, we will email you the tracking number at that time.) Moreover, since tomorrow, May 7, 2020, will be the 21st day after the order was placed, and the delivery-time promise for Standard shipping is 14-21 days after the date the order was placed, we are certain that you will receive these glasses beyond the delivery-time promise for Standard shipping. As a measure of apology for this delay, we would ordinarily refund the $4.95 shipping fee to the credit card you used to pay for the order. However, you placed this order with a 20 percent discount and a free shipping promotion, so we cannot refund a shipping fee that was not assessed. Nevertheless, as a measure of apology for the delay, we are asking our lab to issue a 10 percent refund of what you spent on this order, $190.92, to the credit card you used to pay for the glasses. Along with the email you should receive from our Shipping department, you should also receive an email from our lab confirming the 10 percent refund ($19.09) to your credit card with a transaction number. We hope that this provides a measure of amelioration for this matter, and of course we hope that when you receive the two pairs of progressive glasses, one with a standard progressive prescription, one with your computer vision in the top of the lens and your reading prescription on the bottom, you will be pleased with them. We also hope that these steps will resolve this matter to your satisfaction. After we emailed our Shipping team about your order, they quickly replied, confirming that we received the box from the lab that included your order, and that it is being mailed to you today.

Hi, thank you for posting your Zenni review of the issues you experienced regarding the shipping of your eyeglasses order. We were very sorry to read that you have gotten conflicting and ineffective information from us regarding the delivery status of your order, and we profusely apologize for any dissatisfaction you experienced as a result. First, we want to advise that, as a courtesy for the experience you are having regarding your order, we are refunding the $9.95 Standard international shipping fee to the PayPal account you used to pay for the order. You should receive an email from our lab later tonight, confirming this refund with a transaction number. Second, and more importantly, because we see no more recent information in the database record of your order than that it left our lab on April 23, 2020, we are asking the head of our Shipping department to locate your order if it is still within our system, or if it has been mailed to you, to find and email you the tracking number so that you may keep tabs on the shipment. Once again, we are very sorry about the lack of information we have provided you about the shipment of your glasses. As an additional measure of apology for this matter, as well as a gesture of our gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni.

Hi, thank you for posting your Zenni review of the glasses you received in frame model 662819, which, with a frame width of 134 millimeters and a bridge of 16 mm, we were sorry to learn is too narrow to fit you well. Moreover, we were also sorry to learn that when you telephoned Zenni Customer Service to see if an adjustment to the frame could be made so that it would fit you better, we put you hold for an unconscionably long time. Consequently, we apologize for any dismay you experienced as a result. If you would like to try adjusting the glasses, pulling the two front rims apart so that the glasses may fit you better on your nose, we have an infographic found toward the middle of the bottom of every page of our website that explains how to adjust a pair of eyeglasses: https://www.zennioptical.com/how-to-adjust-your-eyeglasses. If we already advised of this infographic, we apologize for the redundant information. Nevertheless, if you perform this adjustment and it does not result in a good fit, since this purchase is within its 30-day warranty period, which starts the day the glasses are delivered, you may return these glasses to obtain one of our two refund options: either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, or a 50 percent refund to the credit card you used to pay for them. We are asking our lab to email you the instructions to return the glasses for the 100 percent store credit refund option, so that you may use the store credit toward the purchase of a new pair of glasses that will fit you well if the adjustment attempt is unsuccessful. Toward that end, we have another infographic found just above the How to Adjust Your Glasses infographic. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure each element of an eyeglasses frame you have now that fits you well and looks good on your face to determine the frame's dimensions, so that you may shop for a frame on the Zenni website that will fit you just as well. It does not have to be an exact match. You have a 2-mm leeway on each frame element, with a 3-4 mm leeway on the temple arms. We hope that this information is helpful. If you are not able to successfully adjust your glasses, and you would like to return them for the 50 percent credit card refund instead of the 100 percent store credit refund, please include a note with the glasses advising that you want the 50 percent credit card refund. We will also email you a prepaid shipping label you may use for return postage. We hope that you will be able to adjust the glasses so that you may wear them comfortably, but if not, we hope that you return them for the 100 percent store credit and use that store credit toward the purchase of a frame that you determine will fit you well. We trust that this will resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses and customer service you received. We were sorry to learn that the glasses, in frame 322117, with a 133-millimeter frame width, were too large for you, and that you had a difficult time communicating with our customer service representative. Consequently, we apologize for any dissatisfaction you experienced as a result. You may find that, as an alternative to speaking with a representative over the telephone, having an online chat with a representative is a more effective form of communication, since it would be in writing rather than speaking. If you click the Support button, found toward the lower right-hand corner of every Zenni page, a chat representative will answer and communicate with you in writing. Since we see in the notes of the order that you agreed to accept a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, we want to advise of a tool found toward the middle of the bottom of every page of the Zenni website, which is very helpful in assisting customers to determine the frame size they need for the frame to fit them well. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure each element of an eyeglasses frame you have now that fits you well and looks good on your face, so you may know the dimensions you need for a frame you shop for on the Zenni website to fit you just as well. It does not have to be an exact match. You have a 2-mm leeway on each element, with a 3-4 mm leeway on the temple arms. We hope this information is helpful, and we look forward to receiving the returned glasses from your order, so that we may issue the 100 percent store credit refund and you may use the store credit toward the payment of the new pair of glasses. We hope that when you determine the frame dimensions you need, and when we issue the store credit refund to your Zenni account, you will be able to order a frame that fits you well, and, we hope, this matter will be resolved to your satisfaction.

Thank you for posting your Zenni review of the most recent pair of eyeglasses you received. You are a longtime, valued customer, and we were sorry to learn that the rimless lenses of your glasses were thick, and we apologize for any dissatisfaction you experienced as a result. We were also sorry to learn that you declined our offer of an inspection of the lenses. Had you agreed to return the glasses for an inspection, and if our inspection would have found that the lenses were thicker than they should have been, we could have remade the glasses for you for free. Insofar as you are within the 30-day warranty period on this order, which starts the day the glasses are delivered, we hope that you will change your mind and contact us again to obtain the emailed instructions to return the glasses for an inspection. Even if the inspection finds that the glasses are correct, we can offer you one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account you used to pay for the order. In light of our longtime, strong business relationship, we hope that you will change your mind and contact us for the emailed instructions to return the glasses for an inspection. We will also email you a prepaid shipping label to use for return postage. Then when we receive the returned glasses, we hope we will be able to resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the two pairs of eyeglasses you received in separate orders placed the same day. We were sorry to learn that you did not see the intermediate (computer) vision section on the lenses on both pairs of glasses, and we apologize for any dismay you experienced as a result. We were also sorry to learn that you declined an inspection of the glasses. If our inspection had found any manufacturing errors in the glasses, we could have remade them for you for free. Since you advised that you did not want the 100 percent refund of the price of the glasses in the form of store credit to your Zenni account, and instead wanted the 50 percent refund to the credit card you used to pay for the orders, we issued this 50 percent credit card refund for both orders. We are sorry again for your dissatisfaction with these orders, and we trust that the refunds we issued serve to resolve this matter to your satisfaction.

Thank you for posting your Zenni review of the glasses you received from us that have gotten scratched. We were sorry to learn that your glasses are scratched, and we apologize for any dissatisfaction you experienced as a result. We see an order that was placed on February 14, 2020, for two pairs of glasses that were delivered to the address that was included in your Consumer Affairs review. We do not see any notes in the database record of this order, o2523167769, indicating that you contacted us about this matter. Although these glasses are outside our 30-day warranty period, which begins the day the glasses are delivered, as a customer service gesture, since the person who placed this order is a longtime, valued customer, we will make an exception to extend the warranty period to enable you to send these glasses back to us for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni account or a 50 percent refund to the PayPal account that was used to pay for the glasses. We do not know whether both pairs of glasses got scratched or just one, but if it is both pairs of glasses, you may send back both for the refund option you choose. If you would like to pursue this option, please telephone Zenni Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. Please have the order number handy when you call, so the customer service representative can assist you with emailed instructions to return the glasses for the refund option you choose. We will also email you a prepaid shipping label to use for return postage. If the wait to speak with a customer service representative is lengthy, you may have an online chat with us by clicking the Support button found toward the lower right-hand side of every Zenni page, or by emailing us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email, so that we may readily identify the order. As an additional measure of apology for these matters, as well as a gesture of appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni.