Zenni Optical Reviews

Hi, thank you for posting your Zenni review of the glasses you received, which we were sorry to learn came in a frame on which the temple arm has corroded. We were very disturbed to read your description of the frame and to view the picture that confirms your description of the temple arm’s condition, and we profusely apologize for any dissatisfaction you experienced as a result. Since you have ordered this same frame model numerous times, we are relieved that this has not repeatedly occurred, but of course we are very sorry that the temple arm on this frame corroded. We pleased that you provided the picture for confirmation of this matter, and that when we saw the picture we advised that we are making an exception to remake these glasses for you for free, even though they are outside the warranty period on this purchase. This remake request was submitted to our lab today, and when the glasses are completed, we will send them via Express mail, the same delivery method you selected on the original order. We are grateful that you let us know this happened, so that we could remake these glasses for you. Moreover, as an additional measure of apology, as well as an expression of our gratitude for your business as a longtime customer, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you received in early July. We are happy to know that you like the frame, but of course we were sorry to learn that you cannot see well with the glasses, and that although you advise that you have emailed us multiple times, you have not heard back from us and do not know any other way to contact us. 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. You are only a little outside our 30-day warranty period, which starts the day the glasses are delivered. Nevertheless, we will be happy to extend the warranty period for you, so that we may assist you regarding this matter. We do not see any previous orders placed by you, so we cannot compare the prescription and pupillary distance (PD) you entered on this order with those entered on a previous order. We also do not see any notes in the database record of your order indicating that any emails were sent to our email address, service@zennioptical.com. However, we want to confirm that there are other ways to contact us. The primary way to contact us is to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. You may also have an online Chat with a customer service representative, who will be equally eager to assist you. Our Chat feature can be found toward the bottom of the right-hand side of any Zenni Optical page. When you call or Chat, please have the prescription you got from the eye doctor handy, and please be prepared to confirm how the PD was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses for an inspection. We will email you the return-for-inspection instructions, as well as a prepaid shipping label you may use for return postage. If our inspection finds that we made the glasses incorrectly, we can remake the glasses for you for free. If it turns out that, unfortunately, either the prescription or the PD was entered incorrectly, we can offer you one of two refund options: either a 100 percent refund of the price of the glasses, minus the shipping fee, to your Zenni Optical account in the form of store credit, or a 50 percent refund to the credit card you used to pay for the glasses. 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 customer service you received when you telephoned us to advise that you could not see with the glasses you received from us. We were very sorry to read your description of the customer service you received. Consequently, we apologize that this representative’s manner seemed indifferent, and that when you tried to include your son on the call, the call dropped. In response to your request, we telephoned you multiple times this morning, and we left a voicemail message advising of what we stated in this response, including that we are going to keep trying to reach you by telephone so that we could address this matter. In addition, as an extra measure of apology for this matter, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

We read the Zenni review you posted. We were sorry to learn that you are not happy with your glasses, and we apologize for any dissatisfaction you experienced as a result. Unfortunately, because you provided no identifying information in the review, we are unable to look up either order you mention to see how we might assist you. If you would reply, in a private response, with your order numbers and the email address that is your Zenni Optical username, we will look up and research the orders, and respond to your review. We look forward to hearing back from you with this information.

Hi, thank you for posting your Zenni review of the customer service you received after you contacted us to report that one of the two pairs of glasses you ordered for your daughter has a loose temple arm and a hairline scratch on one lens. We were very sorry to read about the problems with this pair of glasses and the frustrating situation you experienced when you contacted us about this repeatedly, and each time after the call dropped, we did not call you back. Of course, we apologize for the issues with the glasses and our customer service representatives. We see from the notes in the database record of this order, as well as in the notes in the database record of a subsequent order, that we invited you to email us a picture of the scratch, so that we could see it and advise of our offer to resolve this matter to your satisfaction. We again encourage you to email this picture to us, at service@zennioptical.com, and we request that you please put the order number in the subject line of the email. In addition, if it is not obvious in the picture which frame has the scratch and loose temple arm, please include the model number of the frame in the email. When we see the scratch, we will reply to your email with our solution, which we expect will be either a free remake of the glasses or a refund of 100 percent of the price of the glasses in the form of store credit to your Zenni Optical account, whichever you choose. In addition, as an extra measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the most recent pair of glasses you received from us. We were sorry to learn that you could not see well with these glasses, which we confirmed were made incorrectly after you sent them back and we received and inspected them. Of course, we apologize for any disappointment and dissatisfaction you experienced as a result. We understand that, on July 27, 2019, we issued a full refund of this purchase to your PayPal account. In addition, as a customer service gesture, we provided a promo code for you to order a free pair of glasses. We trust that the refund and promo code resolved this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the progressive polarized sunglasses you returned because one temple arm on frame 379012 was missing a hinge screw. We were very sorry to learn that this frame came in a defective condition, and we apologize for any dissatisfaction you experienced as a result. Moreover, we were sorry to learn that you are waiting for a repaired pair of glasses, which we advised we would send you. However, the notes in the database record of the order indicate that instead of remaking the glasses, we issued a 100 percent store credit refund of the price of these progressive sunglasses to your Zenni Optical account. Although we do not see any notes in the database record of your order indicating that we contacted you to advise that this store credit was available, we do see that you used this store credit toward the purchase of a new pair of progressive polarized sunglasses on June 6, 2019. Unfortunately, these glasses, in frame 137515, also had a problematic frame, and when you returned these progressive polarized sunglasses, we issued a full refund of the price of the glasses to your credit card. Nevertheless, because you were expecting the remake of the progressive polarized sunglasses in frame 379012, rather than a store credit refund, we are asking our lab to rush a free remake of these sunglasses as a customer service gesture, even though we issued the store credit for these glasses. You should receive an email from our lab later tonight confirming the free remake with a new order number. In addition, as an extra measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the progressive glasses you received, which had the reading addition correction (NV-ADD) in both lenses, when you had asked in the notes on your order to have no prescription in the left lens. We were pleased to read that you are happy with the frame, the virtual try-on feature, and the clip-on sunshades, but we are sorry that we did not contact you about the note you included advising that you wanted no prescription in the left lens, including the NV-ADD, before making your glasses, and we apologize for any dissatisfaction you experienced as a result. As we advise in the Tool Tip (the blue circle with the white question mark) that appears next to the heading of the item in question, in this case the NV-ADD, “We display a single NV-ADD field since it is almost always the same value for both eyes.” Because it is impossible to order progressives (or bifocals) from Zenni Optical that have an NV-ADD correction in only one eye, the only way around this would be to order two pairs of glasses, one with the NV-ADD in both lenses, and one with non-prescription lenses. This latter pair’s lenses would be free, with the charge only for the frame and anti-reflective coating, should you select that option as you did for your progressive glasses. Then when you receive the two pairs of glasses, you may swap the prescription lens with the NV-ADD correction out of the left rim and replace this lens with the non-prescription lens from the other pair of glasses. That would give you a pair of glasses that would have a right lens with your multifocal prescription, and a left lens with no correction. We hope that this information is helpful. Moreover, as an extra measure of apology for this matter, as well as a gesture of gratitude for your business and our hope that you will order glasses from Zenni again, we are emailing you an item that we also hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the sunglasses you received from us. We were sorry to learn that you had wanted multi-focal (specifically bifocal) glasses, but when you learned that we do not put prism corrections in multi-focal glasses, you ordered single-vision sunglasses so you could have the prism corrections in your lenses. We were also sorry to learn that you cannot see clearly close up with these sunglasses, insofar as they do not include the bifocal reading addition correction, and we apologize for any disappointment you experienced as a result. We want to confirm that the tint you selected for these sunglasses is a gradient brown tint. Gradient means that the tint is permanent, but the tint on the lenses is darker at the top of the lens, getting increasingly lighter toward the bottom. We also offer photochromic lenses, the type that turn dark in the bright sunlight and become clear again when you are out of the sunlight. It is good to know that you are pleased with the fit of the frame you ordered, model 158321. If you would like to return these glasses for a refund of 100 percent of what you spent on them in the form of store credit to your Zenni Optical account, please telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you by emailing you instructions to return the glasses for a 100 percent store credit refund. 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 (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email. Once we have issued the store credit refund, you may use the store credit toward the purchase of a pair of bifocal sunglasses without prism corrections, or two pairs of single-vision sunglasses with prism corrections: one with your single vision distance prescription, which you used on this order, and one with a single-vision reading prescription. For a single-vision reading prescription, simply add the ADD value on your prescription to the Sphere values (OD [right lens] -0.25, OS [left lens] -3.00), and lower your distance-vision pupillary distance (PD), 65 millimeters, by 3 mm, to your near-vision PD, 62 mm. If you select polarized sunglasses, the tint will be uniform throughout the lenses. If you select an 80 percent dark standard tint, not the gradient tint, the tint also will be uniform throughout the lenses. We hope that this information is helpful. Moreover, as an extra measure of apology for this matter, as well as an expression of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you most recently received from us. We are happy to know that the vision in the sunglasses is good, but we were sorry to read that your vision is blurry in the progressive glasses, especially in the left lens, that the progressive segment placement does not seem correct, and that these glasses are giving you headaches, which we were especially dismayed to learn. Consequently, we apologize for any dissatisfaction you experienced as a result. We understand that you declined to return the glasses for an inspection, and instead chose to receive 100 percent store credit, which we issued to your Zenni Optical account on July 16, 2019. Nevertheless, we would like to provide some information we hope will be helpful. Our progressive reading corridor starts at 5 millimeters up from the center line of the lens. Your frame 2018716 has a lens height of 35 mm. Since that means that the center line is at 17.5 mm, it puts the progressive segment height beginning at 22-23 mm up from the bottom. The progressive glasses in your previous orders have lens heights of 31, 32, 33, and 34 mm. There are no notes in the database records of those orders indicating that you had a problem with the placement of the segment height or anything else. However, since you declined the inspection, we do not know whether we made the progressive glasses from this most recent order incorrectly, or whether the progressive segment height was positioned correctly on the lens and it was simply too high for you. Nevertheless, as an extra measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the frame that your son received, which has little kitten pictures on the temple arms that we were sorry to learn you and he did not notice when you selected it. Consequently, we apologize for any dismay you and your son experienced as a result. We are sorry if a full view of the frame was unavailable in the virtual try-on feature, but we want to confirm that to the left of the enlarged picture of the frame on our website is our 360◦ feature, which provides a view of the frame from the front, back, and both sides. To view the temple arms, you may click on the two squares above the 360◦ icon. The blue square just above it shows an angled view of the front of the frame and the temple arms, while the blue square above that one shows a side view of the frame, with the temple arm design prominently featured. We hope that this information is helpful, in the event you would like to return these glasses and order another pair in a frame with a design with which your son would feel more comfortable. You are within the 30-day warranty period on this purchase, so if you would like to return the glasses for a 100 percent store credit refund and use the store credit toward the purchase of a new pair of glasses in a frame that would be more acceptable for your son, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you by emailing you instructions to return the glasses for a 100 percent store credit refund. 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 (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email. We hope that this will resolve this matter to your satisfaction, and as an extra measure of apology, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses with which you could not see well, and the customer service you received regarding this matter. We are sorry to learn that the glasses did not work for you, and we apologize for any dissatisfaction you experienced as a result. We are also sorry that the customer service representative with whom you spoke did not ask you to confirm the pupillary distance (PD) you entered on this order, 60 millimeters, which was a different value from the one you entered on the previous order, 64 mm, which you canceled when you discovered that you entered the polarity of the Cylinders incorrectly, as minus, when your prescription calls for plus. If 64 mm is the correct PD value, this may be why you were unable to see well with these glasses, if the other prescription numbers and polarities were correct. We are also sorry that we do not accept the return of prescription lenses without the frame the lenses came in, and we apologize for any disappointment you experienced about this matter. However, since it appeared from the conversation you had with our representative that you do not plan to return the glasses, and instead will use the frame to have lenses installed that would be manufactured elsewhere, we hope that you are able to purchase lenses that work for you, and keep wearing the Zenni frame, model 451312, which you like. Of course, we also hope that you will reconsider your statement that you will not order glasses from Zenni again, and as an extra measure of apology for this matter, as well as a gesture expressing our hope that you will order glasses from Zenni again, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you recently received, with which we were sorry to learn you could not see well. Consequently, we apologize for any disappointment you experienced as a result. In addition, we would like to provide some information we hope will be helpful. A review of the orders you placed in February 2018 and June 2019 shows two orders with the same prescription numbers, but the polarities are different on these orders. Your February 2018 order has minus Spheres and Cylinders. One of the June 2019 orders has the same numbers, but the values were entered as plus on the Spheres and Cylinders. The prescription and pupillary distance (PD) entered on the other June 2019 order are different from the numeric values on the other two orders. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and please attach to the email copies of the prescriptions you got from your eye doctor that you used to place the orders. If you call or Chat, please have the prescriptions available, because the customer service representative who answers will ask you to read the prescriptions to them, to confirm whether they were entered correctly. If the eye doctor did not put the pupillary distances (PDs) on the prescriptions, please also confirm how you obtained the PDs – whether they were provided by the eye doctor, or whether you obtained them through self-measurement or friend or family member measurement. If it turns out that the prescriptions were entered incorrectly in any aspect, we have two refund options: either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund – not a 30 percent refund, as you mention in your review – to the credit card you used to pay for the order. You will not have to send the glasses back. However, if you confirm that the prescriptions and PDs were entered correctly, we can remake the glasses for you for free. Once again, you will not have to send the glasses back. 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, which we were sorry to learn had incorrect prescriptions. Consequently, we apologize for any dissatisfaction you experienced as a result. You are within the 30-day warranty period on this purchase, which begins the day the glasses are delivered. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and please attach to the email a copy of the prescription you got from your eye doctor that you used to place the order. If you call or Chat, please have the prescription available, because the customer service representative who answers will ask you to read it to them, to confirm whether it was entered correctly. If the eye doctor did not put the pupillary distance (PD) on the prescription, please also confirm how you obtained the PD – whether it was provided by the eye doctor, or whether you obtained it through self-measurement or friend or family member measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses to us for an inspection. We will email you the return-for-inspection instructions, and we will also email you a prepaid shipping label you may use for return postage. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. However, if our inspection finds that we made the glasses correctly, 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 Optical account, or a 50 percent refund to the credit card you used to pay for the order. 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 these glasses are not working for you, and we apologize for any dissatisfaction you experienced as a result. We want to confirm that you did not wait too long to return the glasses. As of today, July 15, 2019, you are only a couple of days outside the warranty period on this purchase, which starts the day the glasses are delivered, which the U.S. Postal Service website confirms was June 13, 2019. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and please attach to the email a copy of the prescription you got from your eye doctor that you used to place the order. If you call or Chat, please have available the prescription you got from the eye doctor that you used to place the order, because the customer service representative who answers will ask you to read it to them, to confirm whether it was entered correctly. If the eye doctor did not put the pupillary distance (PD) on the prescription, please also confirm how you obtained the PD – whether it was provided by the eye doctor, or whether you obtained it through self-measurement or friend or family member measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses to us for an inspection. We will email you the return-for-inspection instructions, and we will also email you a prepaid shipping label you may use for return postage. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. However, if our inspection finds that we made the glasses correctly, 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 Optical account, or a 50 percent refund to the credit card you used to pay for the order. 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 photochromic progressive glasses you received, which we were very sorry to learn came with visible scratches on the lenses. We are also sorry that the lenses do not darken enough for you to use these glasses as sunglasses, and we apologize for any dissatisfaction you experienced as a result. In addition, we would like to provide some information we hope will be helpful. Your order is within the 30-day warranty period, which starts the day the glasses are delivered. If you can take a picture of the scratches on the lenses so that they would be visible to our lab technicians, please email a picture or pictures of these scratches to us at service@zennioptical.com, and please put your order number in the subject line of the email. If we see the scratches, we can offer to remake the glasses for you for free. Regarding the darkness of the photochromic lenses, we want to confirm that our generic photochromic feature, which is on these lenses, gets the darkest in sunny, cold weather, and this darkness will be about 60 percent. When it’s sunny and warm, the lenses do not get as dark. Sunglasses are typically around 80 percent dark, and only the Transitions® lens we offer gets close to that darkness percentage, and only under optimum conditions: sunny, cold weather. We hope that this information is helpful. However, if you cannot take a picture of the scratches that shows them clearly on the lenses and you would like to return these glasses to us for an inspection, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). 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 glasses you received. We were sorry to learn that the lenses are blurry, and that you are disappointed in one of our refund options. Consequently, we apologize for any dismay you experienced as a result. We want to advise that, insofar as this order is within the 30-day warranty period, which begins the day the glasses are delivered, in addition to our refund option of 50 percent of what you spent on the glasses returned to the credit card you used to pay for them, which we can issue once we receive the glasses back, we also offer a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account when we receive the returned glasses. But more to the point, we want to confirm whether you entered the prescription and pupillary distance (PD) correctly, since we do not see any previous orders placed by you, which would enable us to compare the prescription and PD on this order to those on a previous order. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and please attach to the email a copy of the prescription you got from your eye doctor. If you call or Chat, please have available the prescription you got from the eye doctor that you used to place the order, because the customer service representative who answers will ask you to read it to them, to confirm whether it was entered correctly. If the eye doctor did not put the PD on the prescription, please also confirm how you obtained the PD – whether it was provided by the eye doctor, or whether you obtained it through self-measurement or friend or family member measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses to us for an inspection. We will email you the return-for-inspection instructions, and we will also email you a prepaid shipping label you may use for return shipping. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. However, if our inspection finds that we made the glasses correctly, we can offer you one of the two, previously outlined, refund options: either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the credit card you used to pay for the order. 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 vision problem you are experiencing on your most recent pair of glasses. You are a longtime, valued customer, and we are sorry to learn that you are dissatisfied with the glasses and the customer service you received. Therefore, we apologize for any dismay you experienced as a result. We want to confirm that we invited you to return the glasses to us for an inspection so that we can determine the issue with the glasses. We understand that you cannot see clearly; we just need to inspect the glasses so we can find out why. We are also sorry that you objected to our questions about the glasses. These questions are designed to enable us to understand the issues you are experiencing. In light of your longtime satisfaction with Zenni, with notes in the database records of only a couple of your previous orders indicating a problem, we hope you will reconsider your decision not to return the glasses for an inspection, so that we may receive the glasses, inspect them, and email you the inspection results. We hope that when we do, this matter will be resolved to your satisfaction. Moreover, as an expression of our desire to keep you as a customer, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you received, which you advise have the correct prescription, but we were sorry to read that you are getting headaches while wearing the glasses, which you advise fit too tightly. Consequently, we apologize for any dissatisfaction you experienced. As a result. In addition, we want to provide some information we hope will be helpful. Your order is within our 30-day warranty period, which begins the day the glasses are delivered. Therefore, if you would like to return the glasses for an inspection to determine if we made them correctly, please telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and please attach to the email a copy of the prescription you got from your eye doctor. If you call or Chat, please have available the prescription you got from the eye doctor that you used to place the order, because the customer service representative who answers will ask you to read it to them, to confirm whether it was entered correctly. If the eye doctor did not put the pupillary distance (PD) on the prescription, please also confirm how you obtained the PD – whether it was provided by the eye doctor, or whether you obtained it through self-measurement or friend or family member measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses to us for an inspection. We will email you the return-for-inspection instructions, and we will also email you a prepaid shipping label you may use for return shipping. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. However, if our inspection finds that we made the glasses correctly, 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 Optical account, or a 50 percent refund to the credit card you used to pay for the order. Insofar as the glasses did not fit you well, should we offer a free remake, you may choose a different frame for the remake that will fit you better than model 232921, which has a frame width of 142 millimeters. If you pick a frame that is more expensive than 232921 ($6.95), we will debit the difference from your credit card. In addition, we want to advise of a tool on our website that is helpful to use to determine the frame size you need. It is our How to Measure Your Frame Size infographic, which 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 recommend that customers use the instructions on this infographic to measure the frame elements of a pair of glasses they have now that fits them well and looks good on their face, to determine the dimensions they need for a Zenni frame to fit them just as well. It doesn’t have to be an exact match. You have a 2-mm leeway on each element of the frame, with a 3-4 mm leeway on the temple arm (the part that goes over your ear). We hope that this information is helpful, and we hope to hear back from you, so that we may resolve this matter to your satisfaction.

Hi, thank you for contacting us about the order for eyeglasses that you did not receive. We were very sorry to learn that the package, which we mailed to you on June 19, 2019, appears to have been lost by the U.S. Postal Service, whose website has only a notation from June 22, 2019, that the glasses are in transit. Consequently, we apologize for any dismay you experienced as a result. Nevertheless, we are glad that you contacted us about this matter. We remade the glasses for you and completed them today. We should have the glasses here in our U.S. headquarters office by Monday, July 15, 2019, and we will mail them to you from here, emailing you the U.S. Postal Service tracking number. Of course, we hope that the post office locates the first order and delivers it to you. If you get it, along with the remake, you will have two pairs of glasses for the price of one, only one of which will have return value, if for any reason you need to return the glasses to us. Once again, we are very sorry that the package containing your original order seems to have gotten lost, and as an extra measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you received. We were happy to read that the glasses came quickly and that the lenses are good, but we were sorry to learn that you do not like the quality of the glasses, that the frames that you received are uncomfortable to wear, and that the virtual try-on feature was not useful. Consequently, we apologize for any dissatisfaction you experienced as a result of these issues. Your two most recent orders are within their respective 30-day warranty periods, which begin the day the glasses are delivered. Therefore, if you would like to return any of the pairs of glasses from these two orders, please telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email. Insofar as the virtual try-on feature was not useful, we want to advise of another tool on our website that is much better to use to determine the frame size you need. It is our How to Measure Your Frame Size infographic, which 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 recommend that customers use the instructions on this infographic to measure the frame elements of a pair of glasses they have now that fits them well and looks good on their face, to determine the dimensions they need for a Zenni frame to fit them just as well. It doesn’t have to be an exact match. You have a 2-millimeter leeway on each element of the frame, with a 3-4 mm leeway on the temple arm (the part that goes over your ear). Of course, if one of the frames you have ordered from us does fit you well and look good on your face, you may peruse the dimensions of this frame on the Zenni Optical website, under the enlarged picture of the frame in the section marked Details, and then shop for frames with similar dimensions. If you would like to search our website for sports frames, just type the word “sports” in the search window at the top of the page and our sports frames will appear. However, we do want to confirm that these sports glasses are not ANSI approved. We hope that this information is helpful, and that if you do choose to return any of these glasses for one of our refund options, this matter will be resolved to your satisfaction. In addition, as an extra 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 Optical.

Hi, thank you for posting your Zenni review of the glasses and cases you receive from us, particularly your most recent order, which we were sorry to learn came with a bent frame. We apologize for this issue with the frame, and we were happy to read that you had the frame straightened out locally for free. However, we would like to mention that our glasses come with a 30-day warranty. You may contact us during this period, which starts the day the glasses are delivered, to advise of any problem with a frame, and we will be happy to send you a free replacement frame. Should an issue with a frame occur past the 30-day warranty period, you may order a replacement frame at half price. Your frame, 208425, costs $12.95 with prescription or optical quality non-prescription lenses. The price of a replacement frame, which comes with non-optical-quality placeholder lenses, is $6.48. We hope that this information is useful. Nevertheless, we were happy to read that you are pleased with the glasses, and the cases in which they arrive. Moreover, as an extra measure of apology for the issue with the frame, and an expression of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of your experience ordering glasses from us. We were sorry to learn that the frame of the glasses you ordered in April 2018 broke, and that the glasses you ordered in May of this year had a lens cut too small to fit in the frame’s rim. We apologize for any dissatisfaction you experienced as a result of these matters. We are also sorry that the frame from the April 2018 order, model 410811, broke 11 months after you purchased these glasses, and that this happened outside our 30-day warranty period, during which we can send you a free replacement frame. Nevertheless, we want to confirm that replacements of frames that break or otherwise become damaged after the warranty period ends can be purchased for half price. Model 410811 is $9.95, so you could order a replacement frame 410811 for $4.98. We understand that you returned the glasses in which a lens was cut too small, and that we remade these glasses for you for free. The U.S. Postal Service website advises that these glasses were delivered to you today, and we hope that you are pleased with this remade pair of glasses. Your most recent order, placed July 2, 2019, is also expected to be delivered today, according to the postal service website, and we hope that you are satisfied with these glasses, as well. Since you mention that it seems that our prices have increased, we want to confirm that the prices of the vast majority of our frames, lenses, tints, and anti-reflective coatings have remained the same, although we have added some additional lens types, such as our Blokz™ blue-blocker lenses, which are slightly more expensive than our standard lenses. But we want to confirm that if you do order one of the Blokz™ lenses, the anti-reflective coatings are discounted. We hope this information is helpful. In addition, as an extra 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 Optical.

Hi, thank you for posting your Zenni review of the first pair of glasses you ordered for your son, which, because you were unable to make the 360◦ try-on feature work, and we are very sorry to learn that, you were unable to see the design on the temple arms which you and he did not like, according to the notes in the database record of the first order. Of course, we were even more sorry to read about what happened to your son, and we want you to know that we are holding good thoughts for his recovery. We were also sorry to read you felt that the customer service representatives with whom you spoke seemed indifferent to you and your son’s issue with the glasses, and we profusely apologize for this, as well as the situation with the virtual try-on feature. We do see that when you called Zenni Optical Customer Service on July 6, 2019, we did advise of some alternative frames, and we advised of the frame dimensions, as well. In addition, we want to mention that if the 360◦ feature is not working properly, you may click on the squares above the 360◦ feature on the enlarged picture of the frame on the website, and you can see the sides of the glasses so that you can be apprised of the full temple arm design. We understand that you advised you would return the glasses in frame 2022121 toward the end of this month. We also want to advise that, since you contacted us during the 30-day warranty period of this order, you can send the glasses back to us whenever it is convenient, and when we get them we will be happy to issue the 100 percent store credit refund, $29.80, to your Zenni Optical account. We hope that this information is helpful, and that when you return the glasses and have the refund, this issue will be resolved to your satisfaction. In addition, as an extra measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you received from us. We are pleased to know that the glasses came quickly, but we were sorry to read that you cannot see well with the glasses, and we apologize for any disappointment you experienced as a result. In addition, we would like to provide some information we hope will be helpful. A review of the prescription you entered suggests that it might have been entered incorrectly. You entered the same values for the Cylinders as you did for the Spheres, and this is very unusual. In addition, the two Axis values of 1 you entered also are probably not correct. Of course, we also apologize for any misunderstanding you may have experienced when you entered the prescription on our website. However, we are happy to confirm that this order is within our 30-day warranty period, which starts the day the glasses are delivered. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email, and please attach a copy of your prescription to the email. If you call or Chat, please have available the prescription you got from the eye doctor that you used to place the order, because the customer service representative who answers will ask you to read it to them, to confirm whether it was entered correctly, and, if the eye doctor did not put the pupillary distance (PD) on the prescription, to also confirm how you obtained the PD – whether it was provided by the eye doctor, or whether you obtained it through self-measurement or friend or family member measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses to us for an inspection. We will email you the return-for-inspection instructions, and we will also email you a prepaid shipping label you may use for return shipping. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. But if it turns out that, unfortunately, the prescription was entered incorrectly, and we sorry to advise that we are pretty sure this was the case, you may send the 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 Optical account, or a 50 percent refund to the credit card you used to pay for the order. If you select the store credit option, you may use the store credit toward the payment of a new pair of glasses with the correct prescription and PD. In addition, we can assist you in entering the prescription values correctly when you are ready to place your next order. We hope this information is helpful, and we also 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 glasses you received, which we were sorry to learn are problematic. Consequently, we apologize for any dissatisfaction you experienced as a result. Moreover, we want to provide some information we hope will be helpful. You mention that there is an issue with the vision through the lenses, and you also state that the glasses do not fit. We are not sure whether you mean that the prescription does not fit your vision, but we will also address the fit of the frame you selected, 328121. This full-rim, stainless steel frame has a frame width of 134 millimeters, which we consider a medium-sized frame. If the frame neither fits you well nor looks good on your face, we want to advise that we have a 30-day warranty on our glasses, which starts the day the order is delivered, and you could return the glasses to us for one of our two refund options, to which we will refer subsequently in this response. In addition, we want to advise that we have a tool on our website that is very useful for determining what frame size you need for a frame you order on the Zenni Optical website to fit you well. It is our How to Measure Your Frame Size infographic, which 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 recommend that customers use the instructions on this infographic to measure the frame elements of a pair of glasses they have now that fits them well and looks good on their face, to determine the dimensions they need for a Zenni frame to fit them just as well. It doesn’t have to be an exact match. You have a 2 mm leeway on each element of the frame, with a 3-4 mm leeway on the temple arm (the part that goes over your ear). However, if you are using the term “fit” to refer to the prescription, we are sorry that you have not placed a previous order with us, so that we might compare the prescription on that order with the prescription on this order. We see that on your right eye (OD) for the Sphere you entered -0.50, and on the left eye (OS) on the Sphere you entered +2.00. It is true that some people have a minus correction on one eye and a plus correction on the other. But sometimes customers will inadvertently select the wrong polarity (plus or minus). Since you are within the 30-day warranty period on this order, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email. If you call or Chat, please have available the prescription you got from the eye doctor that you used to place the order, because the customer service representative who answers will ask you to read it to them, to confirm that it was entered correctly, and also confirm how you obtained the pupillary distance (PD), if the eye doctor did not put it on the prescription – whether it was provided by the eye doctor, or whether you obtained it through self-measurement or friend or family member measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses to us for an inspection. We will email you the return-for-inspection instructions, and we will also email you a prepaid shipping label you may use for return shipping. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. If it turns out that, unfortunately, the prescription was entered incorrectly, you may send the 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 Optical account, or a 50 percent refund to the credit card you used to pay for the order. If you entered the prescription and PD correctly and we made the glasses incorrectly, and you request the free remake, if the frame did not fit you well, for the remake you may select a different frame with different dimensions that would fit you better. If the alternative frame costs more than 328121 ($29.95), we will debit the additional amount from the credit card you used. If it costs less, we will refund the difference to your credit card. 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 your first order. We were sorry to read that you were concerned because you had not yet received your glasses at the time you posted your review, and we apologize for any dismay you experienced as a result. In addition, we would like to provide some information we hope will be helpful. You placed your order on June 29, 2019, with Priority shipping, which comes with a delivery-time promise of 10-14 days from the date you place your order. The U.S. Postal Service confirms that your glasses were delivered on July 8, 2019, which is the ninth day after you placed the order, prior to the first day of the delivery-time promise. We hope that you are pleased with the glasses, which have a 30-day warranty period that begins the day the glasses are delivered. But if you have any issue with them, please telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com. If you choose this contact method, please put your order number in the subject line of the email. We trust that this matter is resolved to your satisfaction. Moreover, as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review on the Consumer Affairs website. We were pleased to learn that you are happy with the fit of the frame, but we were sorry to read that the vision through the right lens is problematic. Consequently, we apologize for any dissatisfaction you experienced as a result. We were also sorry to read that your experience with our customer service team has discouraged you from contacting us, and we apologize for this, as well. We see no notes in the database records of the numerous orders you have placed with us since 2015 that would indicate an unsatisfying interaction with our representatives, other than inquiring about ordering replacement frames. In addition, we see that the Spheres on your previous order, placed in October 2018, are stronger than those of this order, while the pupillary distance (PD) is the same, 63 millimeters. This may be a factor in the issue you are experiencing. Nevertheless, since you are within the 30-day warranty period on this order, which starts the day the glasses are delivered, we are emailing you instructions to return the glasses for an inspection. We are also emailing you a prepaid shipping label you may use for return postage. The email will request that you enclose a copy of the eye doctor’s prescription that you used to place the order, and if the PD is not on the prescription, please advise how it was obtained – eye doctor measurement, self-measurement, or friend or family member measurement. When we receive the glasses, we will inspect them and email you the inspection results. If it turns out that anything was entered incorrectly on the order, we can issue a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the Amazon account you used to pay for the glasses. If you entered everything correctly and our inspection finds that we made the glasses incorrectly, we can remake them for you for free. We very much hope to receive these glasses back for an inspection, so that we may resolve this matter to your satisfaction. In addition, as an additional measure of apology for this matter, as well as an expression of our appreciation of your business as a longtime customer, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the experience you had ordering glasses from us. We were sorry to learn that this process was difficult, and we apologize for any dissatisfaction you experienced as a result. We are also sorry if you perused the frames that we recommended that would work with your prescription and did not find them acceptable. Nevertheless, we are happy to know that you were able to get a pair of glasses elsewhere, and we hope that they are working well for you. Of course, we also hope that one day you will try ordering glasses from Zenni Optical again, and if you do, we will be happy to assist you in finding a frame that will work well for your prescription.

Hi, thank you for posting your Zenni review of the glasses you received. We were sorry to learn that, with a frame width of 144 millimeters, which we consider a wide frame, the glasses were too big for your face. We were also sorry to read that your vision is blurry around the periphery of the lenses, and we apologize for both of these matters. First, we want to mention a tool on our website that is very useful for determining the frame size you need for an eyeglasses frame to fit you well. It is our How to Measure Your Frame Size infographic, which can be found toward the middle of the bottom of every page on our website: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic provides instructions to measure a pair of glasses you have now that fits you well and looks good on your face, so that you may shop for a frame on our website with similar dimensions. It does not have to be an exact match. You have a 2 mm leeway on each element of a frame, with a 3-4 mm leeway on the temple arms (the part that goes over your ear). Regarding the blurriness on the lenses, we want to advise that, since you are within the 30-day warranty period on this purchase, which begins the day the glasses are delivered, you may telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email. We will invite you to send the glasses back for an inspection, and we will email you the return-for-inspection instructions as well as a prepaid shipping label you may use for return shipping. Once we have inspected the glasses, we will email you the inspection results. If our inspection finds a defect on the lenses, we can remake the glasses for you for free, and you may select a different frame for the remake that will fit you better. If it is a more expensive frame than 1910223, which is $19.00, we will debit the difference from the credit card you used to pay for the order. If it is a less expensive frame, we will refund the difference to your credit card. If you prefer not to have these glasses remade, we can issue a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, and you can use the store credit toward the purchase of a new pair of glasses in a frame that will fit you better. We hope that this will resolve this matter to your satisfaction. Moreover, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses with yellowing lenses on the Consumer Affairs website. We are sending you a private response that refers to the solution we offered yesterday when we responded to your Better Business Bureau review about this same matter. We hope that our response, extending our warranty period as a customer service gesture to allow you to return these glasses for an inspection, will lead to a satisfactory resolution of this matter.

Hi, thank you for posting your Zenni review of the shipping time of your most recent order. We were very sorry to learn that your most recent order arrived after the 21-28-day shipping time promise for international orders, and we apologize for any dismay you experienced as a result – especially insofar as you were planning to leave for a trip and hoped to have the glasses before leaving. We were also sorry to read that although we provided the url of the Landmark Global website, we declined to provide the telephone number for Landmark, and that although you visited the Landmark Global website to obtain the tracking information, you did not see the Landmark telephone number, which is on their website, just above the tracking window. Landmark advises that the glasses were delivered on June 6, 2019, and we are sorry that this information conflicts with the date you advise that you received the glasses, June 8, 2019. Nevertheless, June 6 was day 29, June 8 was day 31, and both days are past the 28-day deadline, after which the package is late. We do not see any indication in the database record of your order that we refunded your $9.95 shipping fee, which is a customary measure of apology when an order does not meet its delivery-time promise. Therefore, we are asking our lab to refund this $9.95 shipping fee to your PayPal account, and you should receive an email from our lab later tonight confirming this refund. Moreover, as an extra measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of your frame 2026018, the geometric cat-eye frame in lightweight flexible plastic. We are pleased that you like this frame, but we were sorry to learn that you had difficulty using the virtual try-on feature, and that the frame, with a 143 millimeter frame width, was a little big for your face and a little heavy (the frame weight is 29 grams). We were also sorry to read that the Transitions® lenses do not get as dark as you would like. Consequently, we apologize for any disappointment you experienced as a result. The virtual try-on feature is good to use to see how the frame color and style look on your face. But for the frame size, we have a more precise tool on our website that is useful for determining the frame size you need for the frame to fit you well. This is our How to Measure Your Frame Size infographic, which can be found toward the middle of the bottom of every page of the Zenni Optical website: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. Using this infographic, you may measure a pair of glasses you have now that fits you well and looks good on your face, so you can determine the dimensions of this frame, and shop for a frame on the Zenni Optical website that has dimensions that match, within 2 mm. You have more of a leeway, 3-4 mm, on the temple arms (the part that goes over your ears). Regarding the darkness of the lenses, we want to confirm that they get their darkest in sunny, cold weather. When it’s warm, the lenses will not get as dark. Even in optimum conditions, these lenses do not get as dark as sunglasses, which typically are approximately 80 percent dark. The Transitions® lenses get about 65 percent dark at their darkest. We hope that this information is helpful. In addition, we see that on your second order you selected frame 4431318, which has a smaller frame width, 139 mm, and lower weight, 25 gm. We hope that you were satisfied with this frame’s size and weight. However, we see a note in the database record of this order indicating you called to ask if you could return the glasses from your second order, and the customer service representative advised that you are out of warranty on this order. Our 30-day warranty period begins the day the glasses are delivered. This order was delivered to you on June 5, 2019, according to the U.S. Postal Service website, and you telephoned us on July 3, 2019, prior to the end of the warranty period. We apologize for the lapse in service on the part of our representative, and we want to confirm that if you would like to return the glasses from this order, or the previous order, which is a little out of warranty, we will make a customer service exception for you to return those, as well, if you choose to. We have two refund options: either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the credit card you used to pay for the glasses. If you would like to pursue this option, please telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email. In addition, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you ordered for your son. We were very sorry to learn that the first pair, with a 113-millimeter frame width, did not fit him well, and that he did not like the color of the second pair, with a 130-mm frame width, from which the lenses repeatedly popped out, resulting in one lost lens. Consequently, we profusely apologize for any dismay you and your son experienced as a result. Even though you used store credit to pay for most of the order for the second pair of glasses, we are going to make a customer service exception to restore your store credit, and issue a store credit refund to your Zenni Optical account for the full amount you spent on the glasses, $59.90. Then you may use that store credit toward the purchase of another pair of glasses that will fit your son well. Moreover, as an additional measure of apology for this matter, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you received in rimless frames we were sorry to learn you feel are flimsy and uncomfortable. Consequently, we apologize for any dissatisfaction you experienced as a result. Since you are happy with the way we made your prescription lenses in your single-vision and progressive glasses, we want to encourage you to remain a Zenni Optical customer. You are within the 30-day warranty period on this order, which begins the day the glasses are delivered. Therefore, we would like to advise that you may return these two pairs of glasses you ordered in the rimless frame 378015 for 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 Optical account, or a 50 percent refund to the credit card you used to pay for them. If you select the 100 percent store credit refund, you may use the store credit toward the purchase of two new pairs of glasses in rimless, half-rim, or full-rim frames you would prefer. Our customer service representatives will be eager to discuss frames with you and give you their recommendations on sturdy rimless frames. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you with emailed return instructions and a prepaid shipping label you may use for return postage. They will also be happy to discuss frames. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email. In addition, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the progressive glasses you received, which we were sorry to learn are not working for you in the reading section of the lens unless you raise the glasses. Consequently, we apologize for any dissatisfaction you experienced as a result. We were also sorry to see that your frame is a plastic full-rim frame without nose pads, which would have made the glasses easier to adjust. When customers complain about progressives that have distance, computer, and reading sections that are not where they want them to be, we advise that, if the frame has adjustable nose pads, the nose pads can be pinched together to raise the glasses or spread apart to lower them. Because your frame, model 125615, does not have nose pads, we recommend adjusting the temple arms, which we were happy to see are embedded with stainless steel rods, which make them easy to adjust. If you bend the temple tips (the part that follows the bend at your ear) down, this will put the lenses higher on your face, which may also raise the reading section at the bottom of the lens to where you will be able to use the glasses effectively for reading. If these adjustments are not helpful, we want to confirm that you are within the 30-day warranty period on this order, which starts the day the glasses are delivered. You may return the glasses to us for 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 Optical account, or a 50 percent refund to the credit card you used to pay for them. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you with emailed return instructions and 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 (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email. If you select the store credit option, you may use the store credit toward the purchase of another pair of glasses with adjustable nose pads, which would enable you to raise the glasses to put the reading section where you will be able to use it effectively. We 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 discrepancy between how the glasses look on your face in the virtual try-on feature on our website and how they fit you when you receive them. You are a longtime, valued customer, and we were sorry to read that you have received eyeglasses from us that did not fit you well. Consequently, we apologize for any dissatisfaction you experienced as a result. In addition, we would like to provide some information we hope will be helpful. We do not see any notes in the records of the 12 orders you have placed with us indicating that you contacted us regarding the size of the frames you have received. We want to confirm that we have a 30-day warranty period, during which you can contact us to advise that you would like to return a pair of glasses that does not fit you well, and receive 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 Optical account, or a 50 percent refund to the credit card you used to pay for them. After returning the glasses, you may use the store credit toward purchasing a pair of glasses that fits you better. We have a tool on our website that is much better at determining how the eyeglasses frame will fit you than the virtual try-on, which is a good too to see how the frame color and shape look on your face. But it is not as good at determining whether the frame will fit you. The tool that is better at this is our How to Measure Your Frame Size infographic, which can be found toward the middle of the bottom of every page of the Zenni Optical website: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure each element of an eyeglasses frame you have that fits you well, to determine the dimensions, so you may shop for frames on our website that match those dimensions within 2 millimeters. You have a wider leeway on the temple arms (the part that goes over your ear), 3-4 mm. A review of your 12 orders shows that you have ordered frames ranging in width (the frame width is the most important measurement to determine whether the frame will fit you) from 133-144 mm, with most frames falling within a narrower range, 136-138 mm. If one or more of the frames you have ordered from Zenni fits you well, you may use the dimensions of this frame or these frames as a guide to purchasing other frames. The dimensions of our frames show up under the enlarged picture of the frame, under Details. We believe that if you confirm that the dimensions of a frame on our website in which you are interested are close to the dimensions of a frame that fits you, you will be satisfied with the fit of those glasses. Your most recent order was delivered on June 3, 2019, according to the U.S. Postal Service website, usps.com. Therefore, since you are just a few days outside the warranty period, we will be happy to make a customer service exception for you to extend the warranty period so that you may send these glasses back, if frame 264912, which you have ordered before, and which has a frame width of 138 mm, does not fit you well. Because you have ordered it previously, we surmise that this is a frame that does fit you well, so we understand if you do not choose to send it back. But if you do, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you with emailed return instructions and 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 (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). You may also email us, at service@zennioptical.com, and if you choose this contact method, please put your order number in the subject line of the email. Moreover, as an extra measure of apology for this matter, as well as an expression of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the lenses of your eyeglasses, which we were sorry to learn are scratched. Consequently, we apologize for any dissatisfaction you experienced as a result. You are only a week past the end of the 30-day warranty period on this order, which begins the day the glasses are delivered. We are going to make a customer service exception to extend the warranty period on your behalf. Therefore, if you can take a picture or pictures of the lenses that show these scratches, we invite you to take these pictures and attach them to an email to us, at service@zennioptical.com. Please put your order number in the subject line of the email. If we see the scratches, we can email you to confirm that we can remake these glasses for you for free, if you choose, and you will not have to send the glasses back to us. If we cannot discern the scratches on the pictures, we will email you instructions to return the glasses to us for an inspection of the lenses, and we will also email you a prepaid shipping label you may use for return postage. If our lab replies to the emailed pictures of the scratched lenses that they cannot discern these scratches, and they do not email you the instructions to return the glasses for an inspection and the prepaid shipping label, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you with emailed return instructions and the prepaid shipping label. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page). If you prefer a refund to a remake, we have two refund options: either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account or a 50 percent refund to the credit card you used to pay for the glasses. When we have received the returned glasses, we will issue the refund you chose and email you to confirm that it has been issued. 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 non-prescription glasses you ordered with the Blokz™ blue-blocking lenses. We were sorry to read that you dislike these lenses, and we apologize for any dissatisfaction you experienced as a result. You are within the 30-day warranty period on this order, which begins the day the glasses are delivered. Therefore, if you would like to return these glasses for one of our two refund options, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you with emailed return instructions for the refund option you choose: either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account or a 50 percent refund to the credit card you used to pay for the glasses. 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 (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page), or email us, at service@zennioptical.com, putting your order number in the subject line of the email. In the body of the email, please advise which refund option you prefer. When we have received the returned glasses, we will issue the refund you chose and email you to confirm that it has been issued. 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 photochromic glasses you ordered, which we were sorry to learn are not turning sufficiently dark in the bright sunlight. Consequently, we apologize for any dismay you experienced as a result. We want to mention that the photochromic lenses you selected get their darkest on a cold, sunny day. In addition, this type of photochromic lens does not get as dark as the Transitions® photochromic lenses you have ordered from us. Nevertheless, we advised that we are eager to see a photograph of these lenses after they’ve been in the bright sunlight for a few minutes, so we can see how dark they turn. However, if it is difficult to take a picture that correctly represents the photochromic tint, we are emailing you instructions to return the glasses to us for an inspection, and we are also emailing you a prepaid shipping label you may use for return postage. If you email the picture and the lab advises that they cannot discern the issue with the tint, please return the glasses for an inspection, using the emailed instructions and the prepaid label we sent. We will be eager to get the glasses back for an inspection and email you the inspection results. We hope that when we do, we will be able to resolve this matter to your satisfaction. Moreover, as an additional measure of apology and an expression of our appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses you received from us. We were sorry to read that the prescription was not accurate, and we apologize for any dissatisfaction you experienced as a result. We see that the prescription and pupillary distance (PD) you entered on this order did not match the prescription you entered for the glasses we made for you on your November 2018 order, but those may have been ordered for someone else. We are also sorry that you did not contact us about this matter, since this order is still within the 30-day warranty period, during which we could have gone over the prescription and PD you entered. If they matched what your eye doctor provided (we understand that sometimes an eye doctor will not provide the PD, and the customer has to measure it, or have a friend or family measure it for them), we could have emailed you instructions to return the glasses for an inspection, and emailed you a prepaid shipping label you could have used for return postage. If our inspection found that we made the glasses incorrectly, we could have remade the glasses for you for free. If the inspection found that we made the glasses correctly, we could have offered you either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the credit card you used to pay for them. However, we are also sorry to confirm that we do not provide refunds for a pair of glasses that has had a Zenni lens removed and replaced by the lens of another optical retailer, and we apologize for any disappointment you experienced as a result of this matter.

Hi, thank you for posting your Zenni review of the first two pairs of non-prescription Blokz™ blue-blocker glasses you ordered and received. We were sorry to read that these glasses did not fit you well, and we apologize for any disappointment you experienced as a result. We would like to advise of a tool on our website that is very helpful in determining the frame size you need for a pair of glasses to fit you well. It is our How to Measure Your Frame Size infographic, which 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. This infographic explains how to measure a pair of glasses you have now that fits you well and looks good on your face, so that you can determine the dimensions you need for a frame you select on the Zenni Optical website. It does not have to be an exact match. You have a 2-millimeter leeway on each element of the frame, with a 3-4 mm leeway on the temple arms. You can see the dimensions of our frames under the enlarged picture of the frame on our website, under Details. We hope that this information is helpful. In addition, as an extra measure of apology for this matter, as well as a token of our gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of your experience ordering glasses from us with a prescription that we are sorry to confirm we cannot fill. Consequently, we apologize for any dismay you experienced as a result. Insofar as you wrote that you got an email approximately a week after you placed the order on May 8, 2019, we want to advise that we emailed you on May 9, 2019, one day after you placed the order, to advise that we could not fulfill the prescription you requested, because we do not make multi-focal glasses with a reading addition correction (ADD) lower than +1.00. When we did not receive a response to our email, we telephoned you on May 10, 2019, and the notes on the order indicate that although we telephoned the number you provided, the person who answered advised that this was an incorrect telephone number. Therefore, on this date we emailed you again, and on May 13, 2019, you contacted us. When we advised that we could not make your progressive glasses with an ADD lower than +1.00, you requested that we cancel the order and refund what you paid to your credit card, which we did. Insofar as our drop-down window for ADD values shows that +1.00 is the minimum ADD we offer for progressives and bifocals, we are sorry that this was not apparent to you, and we apologize again for any misunderstanding you experienced. Moreover, as a measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the shipping delay of your two pairs of polarized sunglasses. We were very sorry to learn that we did not meet the seven-10-day delivery time promise on this order, and we apologize for any dissatisfaction you experienced as a result. We understand that you had an online Chat with us today, during which we confirmed that the U.S. Postal Service on its website (usps.com) advises that the glasses should be delivered to you today. We are relieved to know that, since you advise that you need to receive the glasses no later than Wednesday, July 3, the two pairs of polarized sunglasses should be delivered to you today. Of course, we are pleased to know that we refunded your $18.95 Express shipping fee, since we did not meet the delivery time promise, and we hope that you will be happy with the sunglasses. Moreover, as an extra measure of apology for this matter, 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 Optical.

Hi, thank you for posting your Zenni review of the glasses you received, which you advise have a tint that we were sorry to read appears darker than the 10 percent gray you selected. You are a longtime, valued customer, and we apologize for any dissatisfaction you experienced as a result. You are within the 30-day warranty period on this order, which starts when the glasses are delivered. We are also sorry to advise that we most likely would not be able to discern the darkness of the tint in an emailed photograph, so we recommend that you send the glasses back to us for an inspection. If our inspection finds that the tint is darker than 10 percent, we can remake the glasses for you for free. Therefore, we encourage you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is located toward the bottom of the right-hand side of every Zenni Optical page), or email us, at service@zennioptical.com, putting your order number in the subject line of the email. When we receive the glasses, we will inspect the tint and email you the inspection results. If our inspection finds that the tint is correct, we can return the glasses or 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 Optical account or a 50 percent refund to the credit card you used to pay for the glasses. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction. In addition, as a further measure of apology for this matter, as well as a gesture of appreciation for your many orders with us, we are emailing you an item we hope you will use on your next order with Zenni Optical.