Zenni Optical Reviews

Hi, thank you for posting your Zenni review of the scratched lens caused by the clip-on sunshades, and the customer service you received after you provided a picture of the scratch, when we advised we could not determine that the lens was scratched and asked you to send us the glasses for an inspection. We are grateful you posted this review, which brought this matter to our attention, and, as we advised when we telephoned you today about this matter, we see that the lens is scratched. We are very sorry that the lens got scratched by the clip-on sunshades’ prong, and that our representatives who initially viewed the picture you sent did not confirm that they saw the scratch and offer to remake the glasses. Consequently, we apologize for any dissatisfaction you experienced as a result. Moreover, we are grateful for your comments about the way the clip-ons are constructed, with exposed screw tops and ends that can scratch lenses. We want you to know that we are reviewing the style of clip-on sunshades we provide, so that we can send these items to customers secure in the knowledge that sharp ends will not scratch the lenses. As we advised over the telephone, we are asking our lab to remake these glasses for you for free, and you should receive an email from the lab later tonight, confirming the remake of these glasses with a new order number. We trust that this will resolve this matter to your satisfaction. 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 the store credit refund we issued, which was only for the sunglasses, in frame 1117333, not the clear glasses, in frame 261015. We are sorry for any dismay you experienced as a result of this refund, and we apologize for any dissatisfaction you experienced as a result. The notes in the database record indicate that only the sunglasses were received, so we only issued the store credit for those glasses. However, insofar as you advise that you sent back the clear glasses as well, we are going to take your word for it and issue an additional store credit refund of the amount you spent on these glasses, $11.90, to your Zenni Optical account. You should receive an email from our lab later tonight, confirming this additional store credit refund. We trust that this matter is now resolved to your satisfaction. In addition, as an extra measure of apology for this matter, as well as a token 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 frame you have not been able to adjust so that it fits your face. We were sorry to read of the issue with frame 4421416, and we want to apologize for any dissatisfaction you experienced as a result. We see that our customer service team emailed you our how-to video that explains how to swap lenses from one full-rim frame into another, which would be useful if you were to accept their offer of a free replacement frame 4421416. However, since you mention that your adjustment attempts have been unsuccessful, we want to advise of an infographic on our website, How to Adjust Your Gasses: https://www.zennioptical.com/how-to-adjust-your-eyeglasses. Since we do not see any indication that we mentioned this tool, we are advising of it here in the hope that it provides instructions that would enable you to adjust the glasses successfully. If you try to adjust the glasses based on these instructions, and you are still unable to make them fit you well, 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 could use this store credit toward the purchase of a new pair of glasses in a frame that would be more adjustable and fit you better. If you would like to pursue this option, please contact Zenni Optical Customer Service via telephone, 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 also have an online Chat with us (the Chat feature is toward the bottom of the right-hand side of every Zenni Optical page) or email us at service@zennioptical.com. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the frame that got chipped, and the customer service you received regarding this matter. We were sorry to learn that you were disappointed with our response, and we apologize for any dismay you experienced as a result. Even though this purchase is past the 30-day warranty period, which begins the day the glasses are delivered, and during which we can send you a free replacement frame, we can make a one-time customer service exception to send you a free replacement frame 2023918, and then you can swap the lenses from the chipped frame into the new one. Here’s a link to a video explaining how to swap lenses from one full-rim frame into another: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. If you do not feel comfortable making the swap yourself, you could send back the glasses with the chipped frame, and we can put them in a new frame 2023918 and send them back to you in the new frame. However, since you mention your dissatisfaction with this frame, and advised our customer service representative online that you would prefer a different frame, we are sorry to reconfirm that, as our representative advised, your lenses would not fit a different frame model. However, the frame you selected comes in different colors – turquoise, dark olive, and dark tortoiseshell, and your lenses should fit any of these replacement frames. Therefore, you could send the glasses back to us for a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, and when we have issued the store credit to your account, you could use the store credit toward the purchase of a new pair of glasses in a different frame. If you would like to pursue any of these options, 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 also have an online Chat with us (the Chat feature is toward the bottom of the right-hand side of every Zenni Optical page) or email us at service@zennioptical.com. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you received from us. We were sorry to read that you were expecting nearsighted and prism corrections in your 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. Since you mention nearsightedness, we want to advise that the values entered for these glasses were for a farsighted prescription. Nearsighted corrections are minus numbers; farsighted corrections are plus numbers, and plus numbers (right eye: +2.00, left eye: +2.25), were entered in the Sphere section on your order. In addition, when you mentioned prism corrections, we thought that, when we looked up your order, we would see that they were either bifocals or progressive glasses, for which we do not provide prism corrections. But the prescription entered for your order was for single-vision, and for single-vision prescriptions we do offer prism corrections. We were sorry to see that no prism values were entered on your order. We are also sorry that these glasses did not work for you, and we hope that this experience will not dissuade you from ordering from Zenni again. Accordingly, 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 thickness of the lenses on your glasses. Insofar as our inspector communicated with you extensively about this matter, we are sorry that it continues to be a matter of concern. Consequently, we apologize for any dissatisfaction you experienced regarding this issue. We were also sorry to read in the database notes of this order that you declined to send the glasses back for a physical inspection of the thickness of the lenses. However, we again invite you to return the glasses to us for an inspection of the lenses, which would be the only way we would be able to conclusively determine their thickness. If our inspection finds that there is any defect in the lenses, including that the thickness exceeds the thickness we advised was correct, based on the pictures of your measurements you provided, we will be happy to remake the glasses for you for free. Therefore, if you would like to pursue this option, we are emailing you instructions to return the glasses for an inspection. If you do send the glasses back to us, please enclose, or email a copy of the receipt of the return shipping fee you incur for sending the glasses back to us. If our inspection finds any defect, we will refund the shipping fee to your source of payment. We very much hope to receive the returned glasses, so that we may inspect them and, we hope, resolve this matter to your satisfaction.

Hi, in looking over our public response, we saw a typo in the second mention of your frame number. We are sorry for referring to it as frame 163015 when it is actually 162015. You can be confident that the frame we asked our lab to send to you is 162015, and we apologize for any dismay you might have experienced when you saw the incorrect frame model number.

Hi, thank you for posting your Zenni review of your experience ordering glasses from us. We were gratified by your comments about our website, prices, and frame selection, but we were sorry to read your observations about the difficulty you had contacting our customer service team. Consequently, we apologize for the dissatisfaction you experienced regarding this matter. Since we see notes in the database record of your order that indicate a missed chat session, we are sorry if you attempted to contact us via an online Chat and we did not readily respond, and that it took a long time before you were able to reach a customer service representative by telephone. We want to confirm that if you email us, we will reply within 24 hours. Nevertheless, we listened to the telephone call you had with our customer service representative, and we were disappointed to learn that we did not immediately offer to issue a 10 percent refund of the price of the glasses on your order, rather than indicating that we would issue a 10 percent-off coupon for a future order. We are also disappointed to see no notes in the database record of your order indicating that we issued this promotional coupon for you. Therefore, we are asking our lab to refund to your credit card 10 percent of the price of the two pairs of glasses in your order, $21.69. You should receive an email confirming this refund later tonight. If we did email you this promo code but did not indicate this in the database record of your order, we hope that you will use it on your next order with Zenni Optical. Nevertheless, as a gesture of gratitude for your trying Zenni, and for your complimentary remarks about our website, prices, and frame selection, as well as an additional measure of apology for the customer service issues you experienced, 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 first order, which you placed with Express shipping. We were dismayed to learn that the shipment was delayed because the order was not released from Customs until May 28, 2019. We are sorry for this delay, and we apologize for any dissatisfaction you experienced as a result. We are pleased to see that on May 31, 2019, we refunded your Express shipping fee, because it appeared clear that we would not meet the seven-to-10-day delivery time promise for Express shipping. Insofar as the UPS website advises the glasses are out for delivery today, which is the 12th day after you placed the order, we hope that you do receive the glasses today, and that you are satisfied with them. In addition, as an extra measure of apology for this matter, as well as a token 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 appearance of the frames on our website. We were sorry to learn that, even though the frame looked like it would fit as it appeared on your picture on the website, the glasses did not fit you well when you got them. Consequently, we want to apologize for any disappointment you experienced as a result. In addition, we would like to provide some information we hope will be helpful. Under the enlarged picture of a frame on our website, you can see the dimensions of each element of the frame, under Details. These frame dimensions are a much better guide to determine how the glasses will fit you than the try-on feature on the website, which is good to show how the color and style of the frame look on you, but not as effective regarding how the frame fits your face. We have a much more precise tool on our website to help you to determine whether the frame will fit you. It is our How to Measure Your Frame Size infographic, which can be found toward the middle of the bottom of every Zenni Optical page: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. Once you use the instructions in this infographic to measure the frame of a pair of glasses you have that fits you well and looks good on your face, you can shop for a frame on our website that has similar dimensions. Each element has a leeway of at least 2 millimeters, with the leeway for temple arms 3-4 mm. The frame width is the most important measurement to determine whether the glasses will fit you well. The frame you selected, 419111, has a frame width of 132 mm. This frame also comes in a larger size, 4190, which has a frame width of 140 mm. We understand that you contacted Zenni Optical yesterday about this matter, and that we emailed you instructions to return the glasses you received for a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account. Since you expressed dismay that you would have to wait to order until we received the glasses and issued your store credit, we can make a special customer service exception for you: If you would like to go ahead and place a new order for a new pair of glasses in a frame that will fit you, once we have received your returned frame 419111, we can refund the $16.85 we would have issued as store credit to your Zenni Optical account, to the credit card, or other source of payment, you use to place the new order. In addition, 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. We hope that this matter is now resolved to your satisfaction.

Thank you for posting your Zenni review about the disheartening experience you had ordering glasses from us. We were very sorry to read that when you contacted us by telephone to advise that the first pair you ordered, in March 2019, had a problem with the frame, you had a lengthy wait to speak with a customer service representative. We apologize for the problem with the frame as well as the long wait. Your description of the problem with the frame, supported by a photograph, prompted us to remake the glasses, but we were also sorry to read that the remade pair fell apart. In addition, we were sorry to learn that the order you placed on April 9, 2019, was for bifocals, but you had wanted progressives. You returned these glasses, and we issued a store credit refund when we received them. However, the progressives you ordered and paid for mostly with this store credit, on April 28, 2019, has not yet been delivered to you. According to the U.S. Postal Service website, these glasses are in transit as of today, May 28, 2019, and should be delivered to you soon. Meanwhile, we issued a remake of these glasses, because there was no update on usps.com for 10 days after the initial tracking information was posted. According to the post office website, these remade glasses are out for delivery to you today. We hope that you receive these glasses today, we hope that you receive the previous pair very soon, and of course we hope that both pairs work well for you. We additionally hope that these matters will be resolved to your satisfaction when you have the glasses from both orders. Moreover, as an extra measure of apology for these matters, 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.

Thank you for posting your Zenni review of the lens that fell out of your daughter’s glasses and the substandard assistance you received from our customer service team when you telephoned Zenni Optical to request a replacement lens. While it is true that we do not provide lenses without frames, we were appalled to learn that our customer service representatives and supervisor with whom you spoke did not immediately offer to remake your daughter’s glasses for free, and send the free remake to you via Express mail, the fastest delivery method we have. We are very sorry that the lens fell out and that our response to this matter was lacking, and we profusely apologize for any dismay you experienced as a result. We are pleased that this morning you took our call enabling us to personally apologize for these matters, and to advise that we are remaking your daughter’s glasses for free. We are directing our lab to rush the manufacture of these glasses and the delivery of them to you, and we will make them in the frame you selected for the remake, model 669321. You should receive an email from our lab later tonight, confirming the remake with a new order number. We were also sorry to learn that you spent $100 to get new lenses made for the frame and installed locally. Although we are relieved to know that your daughter will have glasses, we are sorry that it required you to spend more money on them. As we mentioned over the telephone, as an extra measure of apology for these matters, 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. Once again, we thank you for posting your review, which has given us another opportunity to rectify these matters, and for taking our telephone call, which enabled us to apologize in person and confirm that we are rushing the free remake of your daughter’s glasses in the alternative frame you selected. We hope that these matters are now resolved to your satisfaction.

Thank you so much for advising that you will include a note with the glasses requesting the inspection. If our inspection finds any defects on the lenses, we will be happy to remake them for you for free. We are sorry that Zenni Optical policy precludes the option you requested, that we send you a free pair of glasses without confirmation that the previous pair was defective, and we apologize for any disappointment you feel about our policy. Nevertheless, we expect that the defects on the lenses will be apparent, and once we have inspected these glasses we will email you the inspection results.

Hi, thank you for posting your Zenni review of the interaction you had with our customer service representatives, and your disappointment regarding our elimination of the standard tints for the 1.50 bifocal lens. We were sorry to read of your unhappiness about these matters, and we apologize for the dismay you feel as a result. Insofar as one of your pairs of glasses from this order, in frame 2018739, has a bifocal prescription with a +1.50 reading addition correction, and one of your pairs of single-vision reading glasses, in frame 263031, which you advise is for computer vision, shows that it has been reconfigured to put the entire ADD in the Spheres, in combination with the -0.25 Spherical correction for both eyes, without lowering the dual pupillary distance (PD) of 32 / 31.5, the way it is customarily done for single vision reading glasses, it was incumbent upon us to determine your use for these glasses, to ascertain whether the PD should be lowered for single-vision reading glasses. Consequently, our representatives contacted you about this matter to confirm the correct prescription and PD, and we are also sorry if this interaction felt annoying. In addition, we want to advise that, for the 1.50 bifocal lens for $17.00, we removed the tint option because of the feedback we received from many customers about the ineffectiveness of this tint on this bifocal lens. However, we do want to confirm that we still offer the $4.95 sunglass tint for the 1.61 bifocal lens, but as you observed, at $46.00 the lens is more expensive. In addition, we want to confirm that we offer permanent polarized sunglasses at 80 percent gray in the 1.50 bifocal lens, and the price is $57.99. We also offer the gray photochromic feature, in the 1.57 bifocal lens, which turns the glasses dark in the bright sunlight and clear again out of the sun. The price is $49.00. We hope that this information is helpful, and since we see on the U.S. Postal Service website that these glasses were delivered to you on April 18, 2019, we hope that they are working well for you. Moreover, we are sympathetic to your need for the most inexpensive glasses available. Providing affordable glasses was one of the primary motivations for the creation of Zenni Optical. We see that on your recent orders, including this one, you used promo codes that provided discounts. We are emailing you another promo code that we hope you will use on your next order with Zenni Optical, and it will be a promo code that will offer a substantial discount should you choose to select a pair of bifocals in the 1.61 lens with the standard tint, or polarized bifocal sunglasses. We hope that this will help to ameliorate this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the workspace progressive glasses you received. We were sorry to learn that you had intended to order mid-range workspace progressives but inadvertently ordered near-range workspace progressives instead, and we apologize for any confusion and disappointment you experienced as a result. Since we emailed you instructions to return the glasses to us for an inspection, if our inspection finds that we made these glasses incorrectly, we can remake them for you for free. If you choose the mid-range workspace progressives prescription type for the remake, we can remake them for you that way. Regarding the return shipping fee, we want to recommend that you keep the receipt you obtained at the post office for the return shipping fee. If our inspection finds that we made these glasses incorrectly, even though you selected the near-range workspace progressives prescription type, we can refund to your PayPal account the full return-shipping fee you incurred for sending the glasses back, if you email a copy of the receipt to service@zennioptical.com, putting your order number in the subject line of the email. We look forward to receiving and inspecting these glasses and receiving the copy of the return shipping fee receipt. When we receive these glasses, we will inspect them and email you the inspection results. We hope that the actions taken after this – either a free remake, or the return of the glasses, or your choice of 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 your PayPal account – will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the progressive glasses you received, with which you advise you cannot use successfully for reading. We were very sorry to learn that the reading section toward the bottom of the lens is ineffective for reading, and we apologize for any dismay you experienced as a result. It is good to know that you had the glasses adjusted, and that you can see distance objects well. Since you mention that you followed the instructions to use these glasses for reading, we assume you mean that you are aware that these are free form progressive glasses, with a narrow reading corridor that should work if you point your nose at what you are reading rather than moving your eyes from side to side, since there is no vision correction on either side of this reading corridor. If you have tried to use this reading corridor this way, and you still cannot see clearly what you are trying to read, we may have made the reading addition correction of +2.50 incorrectly. Therefore, since this purchase is within the 30-day warranty period, which starts the day the glasses are delivered, we are emailing you instructions to return the glasses for an inspection, so we can determine whether we made the glasses correctly. We are also emailing you a prepaid shipping label you may use for return postage. We look forward to receiving and inspecting these glasses and emailing you the inspection results. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. We trust that when we receive and inspect these glasses, and then proceed accordingly, this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you received and the changed prescription in your left eye. We are sorry to confirm that the most recent pairs of glasses you ordered that have your former prescription in the left eye, OS (left) Sphere -1.75, as opposed to your current prescription in the left eye, OS (left) Sphere -2.25, are beyond the 30-day warranty period, during which we could accept the glasses back for one of our refund options. We only remake glasses for customers when they send the glasses back for an inspection during the 30-day warranty period, which begins the day the glasses are delivered, and our inspection finds that we made the glasses incorrectly. Of course, we are sorry for any disappointment you experience as a result. Nevertheless, we appreciate the complimentary remarks about the glasses you have received from us, and as an extra measure of apology, as well as a token 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 – perhaps to order two more pairs of glasses in your favorite frames with the current prescription in both the right (OD) and left (OS) eyes. We hope that this will 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 you are having trouble focusing while wearing the glasses, and we want to apologize for any dissatisfaction you experienced as a result. Since you confirmed with a copy of the prescription that you entered the prescription values correctly, we believe that the issue may be with the self-measured pupillary distance (PD), since this value is not on the prescription, and focusing issues frequently are a result of an incorrect PD. We are sorry that we did not address your Special Instructions note about the reading addition correction (ADD) on your prescription of +2.50. This would be included if you wanted to get multi-focal glasses, such as bifocals or progressives. We did ask what you type of usage these glasses were intended for, and you mentioned distance, such as using the glasses for watching TV, everyday activities, and driving. We took that to mean that you wanted single-vision distance glasses, rather than bifocals or progressives. You are within the 30-day warranty period on this purchase, which begins the day the glasses are delivered, so we are emailing you instructions to return these glasses for an inspection, and we are also emailing you a prepaid shipping label you may use for return postage. When we receive the glasses, we will inspect them to determine whether we made them correctly according to the prescription and PD you entered. However, if the inspection finds that we made the glasses correctly, the PD may be the issue, so we want to recommend that you contact the office of the eye doctor who provided the prescription, and ask them for the PD, which they measured but did not put on your prescription. If the eye doctor confirms that the PD is something other than 70 millimeters, we can issue a 100 percent refund of the price of the glasses in the form of store credit, which you could use toward the purchase of another pair of glasses that has the correct PD. We look forward to receiving these returned glasses, so that we may inspect them and, we hope, resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses you received, which we were disturbed to learn had a defective frame, and which we were sorry to learn had a prescription that was incorrectly entered. Consequently, we apologize for any dismay you experienced as a result. As our customer service team advised, when a customer enters the prescription incorrectly, the refund options are as outlined – either a 100 percent refund in the form of store credit to your Zenni Optical account or a 50 percent refund to the source of payment, in this case a credit card. We understand that you selected the store credit option, and we hope that you will use the store credit to purchase a new pair of glasses with the correct prescription. Since the notes on the order indicate that you measured the pupillary distance (PD), we want to respectfully recommend that, prior to placing a new order and using the store credit toward the payment, you contact your eye doctor’s office and ask them to provide the PD, so you can be confident that the PD you enter on the next order was accurately measured. Moreover, insofar as we are unhappy to learn, as the pictures you provided show, that the frame arrived in a damaged condition, as a further measure of apology for the condition of the frame we sent, 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 the frame you ordered and the pupillary distance (PD). We were sorry to learn that the frame was uncomfortable and that it seemed that the PD was not correct, hampering your ability to focus well with both eyes. Consequently, we want to apologize for any dissatisfaction you experienced as a result. Regarding your wish that Zenni could partner with local eye doctors to enable the local eye doctor to provide the PD, we want to advise that we, too, wish eye doctors would provide PDs to their patients who ask for their PD. However, many local eye doctors decline to provide PDs to their patients because they know that when patients ask for their PD, the patient plans to purchase their glasses online, saving hundreds of dollars, rather than from a more expensive local optical retailer with whom the eye doctor may have a financial relationship. Nevertheless, many Zenni customers report that their eye doctors have given them their PD. Whenever we have the opportunity to speak with a customer before they place their order, we recommend that they ask the eye doctor to provide their PD, which will be measured accurately by the eye doctor or an optical professional in the eye doctor’s office. Nevertheless, it is good to know that you obtained a pair of glasses that fits you well, although we are sorry that it was much more expensive than the glasses you got from Zenni. If you would like to return the glasses you ordered from us to get a 50% refund of the price of the glasses refunded to your credit card, since the order was paid for mostly with the store credit we issued last year, when you canceled the order you placed, 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 also have an online Chat with us (the Chat feature is toward the bottom of the right-hand side of every Zenni Optical page) or email us at service@zennioptical.com. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your review of your recent experience ordering glasses from Zenni Optical. You are a longtime, valued customer, and we welcome the opportunity to address your concerns. First, we were sorry to learn that the temple arms came off your rimless frame from the order you placed in January 2019, o1646838364. We remade these glasses for you in order o1685910600 after you sent back the glasses with the broken frame, and we were sorry to learn that the lenses of the remade glasses are not turning dark in the bright sunlight. We apologize for this defect. We were also sorry to see that you declined to send these glasses back for an inspection, since if we saw that the lenses were not turning dark, we could remake these glasses for you for free. Moreover, we apologize that we advised that the glasses were out of warranty, since the warranty period for photochromic films is one year, not 30 days, and the photochromic feature is still within warranty. We want to again encourage you to send these glasses back for an inspection. If our inspection finds that the lenses are not turning dark in the bright sunlight, we can remake them for you for free or issue full store credit, which is the price of the glasses plus the shipping fee, on the original order, to your Zenni Optical account. We will email you return-for-inspection instructions, along with a prepaid shipping label you may use for return postage. Since you mention that the glasses you ordered in March 2019, in order o1778408213, are not turning dark, we want to confirm that you did not order a photochromic lens for these progressive glasses. Nevertheless, we will extend the warranty period for you as a one-time customer service courtesy exception, to enable you to send these glasses back to us for one of two refund options: either a 100 percent refund of the price of the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account, or a 50 percent refund of the price of the glasses back to the credit card you used to pay for them. We will send you the return for 100 percent store credit instructions and a prepaid shipping label for these glasses, as well. We hope that this will resolve these matters to your satisfaction. Moreover, as a further gesture of apologize for these matters, as well as a token 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 review of the non-delivery of your glasses. We were sorry to learn that the U.S. Postal Service states on their website that they delivered the glasses, but you did not receive them. Consequently, we want to apologize for any dissatisfaction you experienced as a result. We emailed you to confirm that we are remaking your glasses, in order o1889661160, and we will send them to you soon. If your initial order should show up, and of course we hope that it does show up soon, you will have two pairs of glasses for the price of one. We will email you the tracking number when this remade order is shipped. Thank you again for posting your review, and we hope that the remake will resolve this matter to your satisfaction.

Hi, thank you for posting your review of your experience buying glasses from Zenni Optical. We were sorry to learn that incorrect prescription values were entered on your first order, in November 2018, and we apologize for any dismay you experienced as a result. We understand that you sent these glasses back for a refund of 100 percent of what you spent on the glasses in the form of store credit to your Zenni Optical account, and that you used this store credit to place a new order, in December 2018, for the same glasses but with minus Spheres instead of the plus Spheres you entered on the previous order. We were sorry to read that you could not see well with these glasses either and we again apologize for any dissatisfaction you experienced as a result of this matter, as well. We see from the notes in the database record of the order that you and your husband contacted us about these glasses in December 2018, and that in response we emailed you instructions to return these glasses for an inspection. We are sorry that we do not see any subsequent notes in the database record of this order indicating that you sent these glasses back to us for an inspection, although the notes indicate that you chose the inspection option. Even though it is five months after this contact, we still hope that you will return these glasses for an inspection. You contacted us within the 30-day warranty period on this order, so this order is still under warranty. We want to confirm that, contrary to what you were advised when you called Zenni Optical Customer Service on Dec. 13, 2018, if our inspection finds that you entered the prescription and pupillary distance (PD) values correctly and we made these glasses incorrectly, we want to confirm that we could remake the glasses for you for free, or refund the full price of the glasses, including the $18.95 shipping fee, in the form of store credit to your Zenni Optical account. We do not see any note in the database record of the December 2018 order that we sent you a prepaid shipping label to use for return postage to mail these glasses back to us, so we are emailing you this prepaid shipping label today, in the hope that you use it to return these glasses to us for an inspection. When we receive and inspect these glasses, we will email you the inspection results. We hope to receive these glasses back so that we may inspect them, email you the inspection results, and, we also hope, resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the yellowness of the blue-blocking lenses you have received from us. We are sorry for any dismay you experienced as a result of this yellow cast on the lenses, and we apologize for the dissatisfaction you experienced as a result. While blue-blocking lenses may be slightly yellow, if the lenses you received are a more pronounced yellow, we would consider them defective. We see that on each of the four orders you have placed with Zenni Optical since August 2018, you ordered the 1.61 single-vision blue-blocking lenses. Therefore, we recommend that you take a picture or pictures of the lenses of all of the pairs of glasses you received in which the lenses have turned yellow, and please email the pictures to us at service@zennioptical.com. Please put your most recent order number in the subject line of the email. To show the yellowness on the lenses most effectively, please put the glasses on a plain white sheet of paper, with the front of the lenses face down on the paper and the temple arms up. Once we have perused these pictures, we will email you to advise whether the yellowness is correct. If it is not, we will offer you a free remake of any of the pairs that have lenses that are too yellow, even if they are outside our warranty period, which all of these four orders are. We hope to receive the pictures of these lenses soon, and we hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your review of the 80 percent gray polarized sunglasses you received from us. We were sorry to read that the prescription in the lenses is incorrect, and we want to apologize for any dissatisfaction you experienced as a result. We were also sorry to read that you are not interested in a resolution of this matter. However, we want to mention that, if you were to send these glasses back to us, with a copy of the eye doctor’s prescription that matches what you entered on the order, along with confirmation of how the pupillary distance (PD) measurement was obtained – self measurement, friend or family member measurement, or eye doctor measurement – we can inspect these sunglasses for you. If our inspection finds that we made them incorrectly, we can remake them for you for free. If it turns out that what was entered was incorrect, if you were to return the glasses to us we could issue a 100 percent refund of the price of the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account, or a 50 percent refund of the price of the glasses to the credit card you used to pay for them. 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. Please have your prescription handy when you call, because the customer service representative will ask you to confirm the prescription and the PD. You may also have an online Chat with us (the Chat feature is toward the bottom of the right-hand side of every Zenni Optical page) or email us at service@zennioptical.com. We very much hope to hear back from you, so that at the very least you could get a 50 percent refund of the price of the glasses, or, if it turns out that you entered the prescription and PD correctly, a free remake. Moreover, as a customer service gesture, we can offer you a full refund of the price of the order, including the shipping fee, to the credit card you used to pay for them, if you confirm to our customer service representative that you entered the prescription correctly and our inspection finds that we made the sunglasses incorrectly. We very much hope to hear back from you, so that we may address this matter to your satisfaction.

Hi, thank you for posting your review of the glasses you have purchased from Zenni Optical. We were pleased to know that you are happy with the first two pairs of glasses you received from us, but we were sorry to learn that you are dissatisfied with the third, most recent pair. Moreover, we were disheartened to read your description of the customer service you received, especially that of one specific customer service representative. Consequently, we want to apologize for any dissatisfaction you experienced as a result of these matters. We also want you to know that your comments have been forwarded to the supervisory team of the representative you mentioned, so that they may review the contact between you and this individual, and reiterate our expectation that all representatives of Zenni Optical provide the high level of gracious, attentive, accurate assistance that all of our customers expect and deserve, and which we require our customer service representatives to uphold. In this way, we are striving to avoid a recurrence of what you experienced. We were also sorry to read that you have not gotten a response from us regarding the inspection of the returned glasses. According to the notes in the database record of your order, we emailed you on May 5, 2019, to advise that we inspected your glasses and found that the thickness of the lenses is correct. Ordinarily, this would indicate that the options would be either the return of the glasses, a 100 percent refund of the price of the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account, or a 50 percent refund of the price of the glasses to the credit card you used to pay for them. However, a review of the notes of this order, as well as a perusal of your previous orders, indicate that a full refund would be appropriate. Therefore, we are directing our lab to issue a refund to your credit card of $113.32, the full amount you spent on the order, including the shipping fee. You should receive an email from our lab later tonight, confirming the full refund with a transaction number. We also would like to mention that, with your prescription, the 1.74 high-index lens would not result in thinner lenses than the 1.67 high-index lens, because the lens that is right for your prescription, to give you the thinnest lenses, is the 1.67 high-index lens. We are sorry for any misunderstanding about how lens indices and sizes and prescriptions combine to create thinner or thicker lenses, and we hope that this full refund resolves this matter to your satisfaction.

Hi, thank you for posting your review of the glasses you received from Zenni Optical and our refund policy. We are sorry that you are unable to see well with these glasses, and we want to apologize for any dissatisfaction you experienced as a result. We see from the notes of the Chat session you had with our customer service representative that the representative did not ask you to confirm the prescription and pupillary distance (PD). If you confirm to us that you entered everything correctly, we could inspect the returned glasses to determine whether we made the correctly. If we made them incorrectly in any respect, we could remake them for you for free. Therefore, please enclose with the glasses a copy of the prescription you used to place this order, and if the PD is not on the prescription, please confirm how it was obtained – self measurement, friend or family member measurement, or eye doctor measurement. We will inspect the glasses when we get them and email you the inspection results. If our inspection finds that we made the glasses correctly, we can offer you the two refund options previously outlined. We look forward to receiving these glasses and we hope that when we do, we will be able to resolve this matter to your satisfaction.

Hi, thank you for posting your review about the glasses you received and the long wait times you experienced when you contacted us to speak with a customer service representative. We were very sorry to read about the long delays, and we were dismayed to read that you did not have a successful chat session, either. Of course, we apologize for the dissatisfaction you experienced as a result of these matters. Moreover, we were disturbed to learn that we initially declined to assist you because this order was out of warranty; nevertheless, it was good to learn that we made a customer service exception to accept these glasses back, especially insofar as you advised that your husband was in the hospital, and that this was one of the factors in the delayed response. If you have not yet returned the glasses, please enclose a copy of the prescription you got from the eye doctor that you used when you placed the order. We will view the prescription and confirm whether it was entered correctly. If the prescription and pupillary distance (PD) were entered correctly, we can inspect the glasses, and if we made them incorrectly in any respect, we can remake the glasses for you for free, instead of refunding 100 percent of what you spent on the glasses in the form of store credit, or 50 percent of what you spent to your PayPal account. We very much hope to receive these returned glasses with the prescription, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the pending hold on your and your husband’s debit cards when you tried to place an order with Zenni Optical on Sunday, April 28, 2019. We were very sorry to learn of this matter, and we want to profusely apologize for the dismay you experienced as a result. We want you to know that your complaint about this matter has prompted us to review our card processing and fraud prevention procedures, and we want to advise that as of last night, our Information Technology team confirmed that we have resolved this matter. The hold should have dropped off your and your husband’s debit cards. Regardless, we are very disheartened that this happened to you, and that even before this hold occurred, you had a frustrating experience using the website to select frames and enter prescriptions. When you revisit our website to place another order, we invite you to telephone us and anyone who answers will be eager to assist you with your order. 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. We hope that this information is helpful. In addition, as an additional measure of apology, as well as an expression of gratitude for your past business and, in light of your previous satisfaction with the glasses you have received from us, our hope that you continue to be a Zenni customer, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, we regret that we responded to your review with a response that was composed for and intended for a different Zenni Optical customer. We are sorry for any confusion caused by our mistake, and we apologize for any dismay you experienced. We will reply to your review with a response that is appropriate for your complaint.

Hi, thank you for posting your review of your experience ordering glasses from Zenni Optical. We were happy to read that you found it easy to order the glasses, that the frame fits you perfectly, and that the glasses came quickly. Nevertheless, we were sorry to learn that you are seeing a greenish color on the lenses, and we want to apologize for any dismay you experienced as a result. We also want to provide some information we hope will be helpful. The anti-scratch resistance and 100 percent UV protection you mention come free with all Zenni Optical glasses, and they are clear. You selected our Blokz blue-blocking feature, which sometimes puts a slight yellow cast on the lenses, but no other color should be seen as a result of Blokz lenses. You also selected the premium oleophobic anti-reflective coating, which, like all anti-reflective coatings, will create green and sometimes purple reflections on the outside of the lenses, but you should not see a green cast or tint on the lenses when you are looking through them. We have a 30-day warranty period on most items with two exceptions: the photochromic feature, which you did not order, and which enables the lenses to turn dark in the bright sunlight and clear again when you are away from the sun, and the anti-reflective coating. These two items have a one-year warranty. Consequently, since we believe that what you are experiencing may be a result of an issue with the anti-reflective coating, if you can take a picture or pictures that show a green cast or tint viewable from the insides of the lenses, where you look through when you are wearing the glasses (not the outside of the lenses, which should have green reflections), please email this picture or these pictures to service@zennioptical.com, and please put your order number in the subject line of the email. If we see that these lenses are inappropriately green, we can remake the glasses for you for free, and you will not have to send these glasses back to us for an inspection. However, if the green cannot be shown in a picture, please send the glasses back to us for an inspection, using the return-for-inspection instructions we are emailing you. We are also emailing you a prepaid shipping label to use for return postage, should you need to return the glasses for an inspection. We thank you again for your review, which brought this matter to our attention, and we hope that either the emailed pictures or the return of the glasses for inspection will resolve this matter to your satisfaction.

Hi, thank you for posting your review of the polycarbonate lenses you selected for your son’s eyeglasses. We were sorry to learn that these lenses have gotten scratched, and we want to apologize for any disappointment you and he experienced as a result. In addition, we would like to provide some information we hope will be helpful. We were also sorry to learn that you selected polycarbonate lenses hoping that they would be scratch resistant. Here is what we advise on the Tool Tip (the white question mark in the teal circle) next to our polycarbonate lenses: One of the highest impact resistances of all the lenses we carry; the softer material reduces breakages but can scratch easier than the polymer lenses. Yes, polycarbonate is an impact-resistant material, although Trivex lenses are the most impact-resistant lenses we offer. They are lighter than polycarbonate lenses and produce crisper images. We recommend Trivex lenses over polycarbonate lenses for children’s, rimless, and sport eyeglasses. As a customer service gesture, we will extend our warranty on your behalf, so that you may send these glasses back to receive a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account. We are emailing you instructions to return these glasses for the 100 percent store credit refund, as well as a prepaid shipping label you may use for return postage. Then you may use the store credit toward the purchase of a new pair of glasses for your son with the Trivex lenses, or, if you still want your son to have photochromic lenses, we recommend the 1.61 high-index single-vision photochromic lens for $29.00. We hope that this information is helpful, and that the extension of the warranty period for you resolves this matter to your satisfaction. Moreover, as a further measure of apology and a token of our gratitude for your business, we are also emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your complaint about your rimless eyeglasses frame that has not held together in the three months since you received these glasses. We were very sorry to read that these glasses are continually coming apart, and we want to apologize for any dissatisfaction and frustration you have experienced as a result. Yes, it is true that we have a 30-day warranty period on our glasses, but it is also true that we understand issues regarding the frames of rimless glasses can develop past the 30-day mark. In addition, since this appears to be your first order with Zenni Optical, we do not want your first impression of Zenni to be that we are indifferent to the issues you are experiencing with these glasses. Therefore, we are making a customer service exception to extend the warranty period on your behalf. Accordingly, we are emailing you instructions to return these glasses to us for repair, or a full refund of what you spent on them, including the shipping fee, $111.06, in the form of store credit to your Zenni Optical account. We are also emailing you a prepaid shipping label you may use for return postage. Of course, we realize that you may not have another pair with which you can see well, so returning these glasses for repair or store credit without having another pair might be problematic. Therefore, we are happy to offer you another exception: If you place a new order with us for another pair of glasses, when you receive those glasses and confirm that they are fine, you may then return these glasses to us, and when we have received them, we will issue a refund to your credit card of the $111.06. Or, if you would prefer to return these glasses to us for repair as we indicate on the return-instructions email we sent you, again assuming you have another pair of glasses to use, we will remake these glasses for you as a courtesy. In addition, as an extra measure of apology and gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical. We hope that these measures help to resolve this matter to your satisfaction.

Hi, thank you for posting your review of the glasses you received on your most recent order, which you had thought would be the same glasses you received on your 2018 order. You are a valued, longtime customer, and we were sorry to read that the glasses you received had lenses that were smaller than you had wanted and expected. Consequently, we want to apologize for any confusion you experienced when you placed your order, and for any dissatisfaction you felt when you received these glasses. In addition, we would like to provide some information we hope will be helpful. We understand from the notes on your order that our representatives advised that the frame you received on this most recent order, 318621, has a lens width of 51 millimeters and a lens height of 27 mm. The lens of the frame on your 2018 order, 318721, has the same lens width, 51 mm, but the lens height is 32 mm. Of course, we were sorry to learn that the lens height of 27 mm is too short for you to use these glasses effectively, and we apologize again that these glasses do not have a taller lens height that you prefer. As we advised in emailed communication we had with you between April 5 and April 9, 2019, you may send back these glasses after your business trip, using the return for a 100 percent store-credit refund instructions and prepaid shipping label we emailed you, and we will issue a 100 percent refund of the price of the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account. Or if you would prefer to place a new order for glasses in frame 318721, when you get those glasses and confirm that you are pleased with them, you may send back the glasses in frame 318621, and when we receive them we will refund to your credit card the amount of store credit you would have received for the March 2019 order, $125.85. In addition, as an extra measure of apology as well as a token of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical. We thank you again for posting your review, and we hope that these measures resolve this matter to your satisfaction.

Hi, thank you for posting your review about our return policy. We were sorry to learn that you had a long wait to speak with a customer service representative over the telephone, and that you were disappointed in our return policy when you spoke with our representative. We want to apologize for any dissatisfaction you experienced as a result, and we also want to provide some information we hope will be helpful. In lieu of telephoning Zenni Optical Customer Service, you may have an online chat with a customer service representative, or, as you acknowledged, email us at service@zennioptical.com, to advise of your desire to return the glasses. If you note the refund option you prefer in your email, we will email you the relevant return instructions, along with a prepaid shipping label you may use for return shipping. Since you mention that the frame you selected, 4419623, was too big for you, we apologize for this matter as well. Moreover, we would like to provide some information that we hope will be helpful. Toward the middle of the bottom of every Zenni Optical page is a column headed INFOGRAPHICS, one of which 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 a pair of glasses you have that fits you well and looks good on your face, to determine the dimensions of this frame, so that you will know the dimensions you need for a Zenni frame to fit you well and look good on your face. Then you may shop for a frame on our website that has dimensions that are close to those of the frame you have that fits you well. It does not have to be an exact match. A frame on our website with dimensions that are within 2-3 millimeters of the frame that fits you well should fit you just as well. However, on the bridge (the part that goes over your nose), stay within 2 mm of the dimensions of your frame. On the temple arms (the parts that go over your ears), you have more of a leeway – 3-4 mm. If you do not currently have a frame that fits you well, you may take a trip to an optical store, drug store, or dollar store, and try on some of the frames at the optical store, or reading glasses or sunglasses at the drug or dollar store. Bring a notepad, millimeter ruler, and a pen or pencil, so you may write down the dimensions. Then you can return to the Zenni Optical website to shop for frames with similar dimensions. Regarding the refund policy, we are sorry that you are unsatisfied with this policy, and we apologize for this, as well. As an online optical retailer, we primarily communicate with our customers via email, and the return instructions are sufficiently detailed that the terms must be conveyed effectively to customers. We have found that email communication is the best way to provide our return instructions to customers. We thank you again for posting your review. In addition, we hope we that the information we provided is helpful, and that it resolved this matter to your satisfaction.

Hi, thank you for posting your review of the mid-range workspace progressive glasses you received from Zenni Optical. We were very sorry to read that the top intermediate range was not what you had hoped it would be, and that the pupillary distance (PD) seemed off for close-up work on the computer. We apologize for any dissatisfaction you experienced as a result, and we were happy to see that you returned these glasses for a 100 percent store credit refund, and that you used this store credit toward the purchase of a pair of single-vision computer glasses. We see that, according to the U.S. Postal Service website, these glasses were delivered to you Monday, April 15, 2019. We do not see any notes in the database record of this order indicating that you contacted us about these glasses, so we hope that they are working well for you. We thank you again for posting your review, and as an extra measure of apology that the mid-range workspace progressives did not work for you, as well 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 review about the progressive glasses you received from Zenni, with which you are having difficulty seeing well. We were very sorry to read that you are dissatisfied with these glasses, and we want to apologize for any dismay you experienced as a result. In addition, we would like to provide some information we hope will be helpful. Our progressive reading corridor starts at 5 millimeters above the center line of the glasses, and it is approximately 12-14 mm across. On either side of this progressive reading corridor there is no vision correction. Therefore, we advise customers to point their nose at what they are reading or otherwise viewing through the progressive reading corridor, rather than moving their eyes from side to side. We are sorry that you are unable to use these glasses effectively, although we saw that you placed an order for progressive glasses in November 2017, with a prescription that is similar to the one you used on your March 22, 2019, order, on which you entered the same pupillary distance (PD), 62 mm. Since there are no notes in the database record of that order, presumably you could see well with those glasses. Therefore, there may be a problem with the way we manufactured the glasses on your most recent order. Consequently, we want to advise that you could send the glasses back to us for an inspection, and if our inspection finds that we made the glasses incorrectly in any respect, we could remake the glasses for you for free. 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 with instructions to return the glasses for an inspection, once you confirm with the representative who answers that you entered the prescription and pupillary distance (PD) correctly. 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 review about the prism correction that we found in the left lens of your glasses in frame 419014, but that your local optometrist found was not present. We are sorry that this issue has been an ongoing source of dismay for you, and we apologize for any dissatisfaction you experienced as a result. Insofar as we inspected these glasses on two occasions, and each time we found that the glasses were made correctly, including the prism correction, we are also sorry that our inspection results differ from those of your local optometrist. Therefore, on April 1, 2019, we made a customer service exception to refund 100 percent of the cost of these glasses, $21.85, to the credit card you used to pay for them, without requiring you to return the glasses. We trust that this refund resolved this matter to your satisfaction.

Thank you for posting your review about the reading glasses with which you could not see well. We are sorry that you could not see well with these reading glasses, and we want to apologize for any dissatisfaction you experienced as a result. Although it appears that the prescription was entered incorrectly on the first order, placed Jan. 7, 2019, prompting us to issue 100 percent store credit to your Zenni Optical account, the correct reading prescription was entered on the second order, which was a remake of the first order we provided as a courtesy, placed on Jan. 25, 2019, and on the third order, placed March 25, 2019. When you contacted us on April 8, 2019, to advised that you could not see with the glasses from the third order, we emailed you instructions to return the glasses for an inspection, so we could determine whether we made the glasses correctly. When we receive these glasses, we will inspect them and email you the inspection results. If our inspection finds that we made the glasses incorrectly, we can remake them for free or fully refund the amount you spent on them. We are eager to receive these glasses, so that we may inspect them and, we hope, resolve this matter to your satisfaction.

Hi, thank you for posting your review about the size of the glasses you ordered for your son. You are a longtime, valued customer, and we welcome the opportunity to respond to your concerns. We are sorry that two of the frames on this order were too small to fit your son well, and we apologize for any disappointment you and he experienced as a result. One of the frames on this order, 232921, has a frame width of 142 millimeters. The other two, 419114 and 419111, which are the same model but in two different colors, gold and silver, respectively, have a much narrower frame width, 132 mm. We want to confirm that this frame, 4191, comes in a larger model, 4190, with a frame width of 140 mm. Because this frame width is only 2 mm narrower than 232921, it should fit your son well. Moreover, we want to advise of a tool on our website that is useful for determining the frame size you need. It is our How to Measure Your Frame Size infographic, and it can be found toward the middle of the bottom of every Zenni Optical page: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure a pair of glasses you have that fits you well and looks good on your face, so that you may determine the dimensions you need on a frame that will fit you well or will fit the person for whom you are ordering well. Insofar as the two pairs in the 4191 model do not fit your son well, we are emailing you instructions to return these two pairs of glasses for a refund of the 100 percent of the price of the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account. When we receive these glasses back, we will issue this refund and email you to confirm that it is in your account. In addition, as an additional measure of apology, and a token of our appreciation for your business, we are emailing you a prepaid shipping label you may use for return postage. In addition, since, as we noted, you are a longtime, valued customer, we are emailing you an item that we hope you will use on your next order with Zenni Optical, perhaps for the gold and silver versions of 4190. We hope that these measures resolve this matter to your satisfaction.

Thank you for posting your review, which praises the way we put the prescription in eyeglasses for you and your wife but expresses a desire for more gold frames and displays some confusion about our frames’ temple lengths. You are a valued, longtime customer, and we want you to know that we are sorry for any confusion you experienced about our frames’ dimensions. We apologize for any dismay you experienced as a result of these matters, and we welcome the opportunity to respond to your concerns. We forwarded your comment about frames in gold to our Merchandising team, so that they know of your desire for more gold frames. We want to mention that you may shop for frames by color, one of which is gold, and we apologize again if you already know how to do this. Regarding our temple lengths, we were surprised by your comment, because we absolutely do not have a “one temple length fits all” policy. Just as we do with each frame’s frame width, bridge, lens width and height, and frame weight, we list each frame’s specific temple arm length under the Specifications category, under the enlarged picture of every frame. For example, on your March 10, 2019, order, you selected frame 348112, which has a temple arm length of 143 millimeters. We also want to mention that we recommend that customers select frames with temple lengths within 3-4 mm of the temple arm length of a frame that fits them well. Frames that are stainless steel, or are made of mixed materials but have stainless steel temple arms, such as 348112, or are acetate but have stainless steel rods embedded in the temple arm (you can see this clearly on the inside of the temple arm on an enlarged picture of an acetate frame), can be adjusted. You can bend the temple tip (the part that follows the bend near where the temple arm rests over your ear) up or down to improve the fit. In addition, since you mention that you were unable to choose the lens shape for 348112, which is a rimless frame, we want to clarify that, because this frame comes with magnetic sunshades that are cut to exactly fit the prescription lenses, we do not offer customers the choice of a lens shape on this rimless frame, nor on other rimless frames that come with magnetic sunshades. As you may have seen under the frame’s SPECIFICATIONS, the lens width is 51 mm, and the lens height is 30 mm. We hope that these measurements are suitable, and that if the temple arm is too short or too long, you can adjust the temple arm to improve the fit. We hope that this information is helpful. In addition, as another measure of apology for these matters, as well as a token of our gratitude for your business, we are emailing you an item that we hope you use on your next order with Zenni Optical.

Hi, thank you for posting your review about your most recent order, which was initially sent to a former address rather than your current address. We were sorry to learn that this happened, and we want to apologize for any dismay you experienced as a result. Nevertheless, we are happy to confirm that these glasses have been returned to us. We mailed them to you on April 10, 2019, at the shipping address you confirmed is the correct current address, and we are separately emailing you the U.S. Postal Service tracking number. The U.S. Postal Service website advises that the expected delivery date is Saturday, April 13, 2019. We hope that when you receive the glasses you are pleased with them. In addition, we would like to provide some information about shipping addresses that we hope will be helpful. To remove a shipping address that is no longer valid, go into your Zenni Optical account, and on the left-hand side of the page when you are in your account, you will see under the category ORDER MANAGEMENT the subcategory My Address Book. If you click on My Address Book, you will see the option to edit or remove the shipping addresses you have saved to your account. Then when you place your next order, please take note of the shipping address that is automatically entered if you use the Reorder option. You will see this option when you click on View Details to the right of the order number you want to duplicate. We hope that this information is useful. In addition, as an extra measure of apology for this matter, as well as an expression 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.

Thank you for posting your review of your new glasses. We are pleased to know that you are happy with the blue-blocking feature on the lenses, but we were sorry to read that the glasses need to be adjusted. Because the frame is made of flexible plastic, it may be difficult for you to perform the adjustment yourself so that the frame retains the adjustment. Nevertheless, we have an infographic toward the bottom of the middle of every Zenni Optical page that explains how to adjust a pair of glasses: https://www.zennioptical.com/how-to-adjust-your-eyeglasses. But if you find that you are not able to make the adjustment successfully, we recommend bringing the glasses to a local optical retailer – either a standalone optical store or a Sears, Costco, Target, or Walmart or other big-box retailer that has an optical department, and ask them to make the adjustment, which they most likely will do for you as a courtesy. But if neither you nor an optical professional is able to adjust the glasses successfully so that they fit you well, you may return the glasses to us for a refund of 100 percent of what you spent on the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account. Then you can use the store credit toward the purchase of another frame that would fit you better. 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. We thank you again for your review, and we hope that this information has been helpful.

Hi, thank you for posting your review regarding your original order of eyeglasses, about which we were sorry to read that you could not see well through the left lens, and the remade pair of glasses, which we were appalled to learn had the same problem with the left lens as the original pair. Consequently, we want to apologize for any dismay you experienced as a result of receiving two pairs of glasses for which you accurately submitted the eye doctor’s prescription, but with which you could not see well. Moreover, we were disheartened to read of your experience with our customer service representative, and we apologize for the impersonal, discourteous, and rote information he imparted. We want you to know that we have relayed your comments to the headquarters supervisor who supervises the customer service team of which this representative is a member, so that our supervisor will remind this supervisory team of the standard of personal, informative, and gracious customer service that our customers deserve, and that we expect all of our representatives to uphold. We are very sorry that we failed to provide this level of assistance to you regarding this matter, and we apologize for this as well. In addition, since you mention that we should issue a full refund to you if we cannot make your eyeglasses successfully, we want to confirm that, when we receive and inspect the remade glasses, if our inspection finds that we made these glasses incorrectly, we can provide a full refund of the price of the original order, which would include the shipping fee, if you would prefer this option to another remake. We look forward to receiving and inspecting the remade pair of glasses, and when we have completed the inspection, we will email you the inspection results, as before. We hope that these options we offered – another remake or a full refund ($108.80) – will resolve this matter to your satisfaction.

Hi, thank you for posting your review about being unable to see through the left lens of the glasses you received. We were very sorry to learn that the vision through the left lens of these glasses was problematic, and we want to apologize for any dissatisfaction you experienced as a result. We also want to clarify that the glasses you ordered and received were not lined bifocals, which have a specifically delineated bifocal segment lens that provides near vision toward the bottom of the distance-vision lenses, but unlined progressive glasses, which provide distance, intermediate, and near vision with no line separating these three focal fields. In addition, since you refer to these glasses as transition bifocals, we want to advise that Transitions® lenses turn dark in the bright sunlight and become clear again out of the sun, and that you did not order this feature for these glasses. Moreover, to complete our inspection of the glasses, we need a copy of the prescription and pupillary distance (PD) values you entered. Unfortunately, the copy of the prescription we asked you to enclose with the glasses was not included, nor was there any confirmation how the PD was obtained – self-measurement, friend or family measurement, or eye doctor measurement. While the prescription you used for this order is similar to the prescription you used on your previous order, placed in February 2013, the PD you used this time, 70 millimeters, is considerably different from the PD you used on that order, 65 mm. If you were able to see well with the glasses from the 2013 order, and there are no notes in the database record of that order indicating otherwise, the PD you used this time might be the issue. Therefore, we want to encourage you to email a copy of the prescription, with confirmation as to how the PD was obtained, to us at service@zennioptical.com, and please put your order number on the subject of the email. Once we see the prescription and confirmed PD, we will be able to complete the inspection and email you the inspection results. We look forward to receiving the prescription and confirmation how the PD was obtained, so that we may complete this inspection and resolve this matter to your satisfaction.

Hi, thank you for posting your review about the progressive glasses you received from Zenni, which did not work for you. We were very sorry to read that you are dissatisfied with these glasses, and we want to apologize for any dismay you experienced as a result. In addition, we would like to provide some information we hope will be helpful. Our progressive reading corridor starts at 5 millimeters above the center line of the glasses. The frame you ordered, 478021, has a lens height of 36 mm, which of course puts the center line at 18 mm. Five mm above this, at 23 mm up from the bottom, is where the progressive reading corridor begins. We are sorry that this placement Is too high for you to use the glasses effectively. We want to advise that you could send the glasses back to us for an inspection, and if our inspection finds that we made the glasses incorrectly in any respect, we could remake the glasses for you for free, or, since you advise that the progressive segment height does not work for you, we could make a customer service exception to offer you a full refund of the price of the order, including the shipping fee, if you decline the free remake. 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 with instructions to return the glasses for an inspection, once you confirm with the representative who answers that you entered the prescription and pupillary distance (PD) correctly. We very much hope to hear back from you, in the hope that we may resolve this matter to your satisfaction.

Hi, thank you for posting your review about the headache you are getting while wearing the glasses you ordered from Zenni. We were very sorry to read that you get a headache while wearing the glasses, and we want to apologize for any dismay you experienced as a result. The glasses would have to be returned to us for an inspection, as our customer service representative advised. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free. Alternatively, If the inspection finds no problem with the glasses, we can issue a refund of 100 percent 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. However, if our inspection finds that we made the glasses incorrectly, and you decline the option of a free remake, we will make a customer service exception to offer you a full refund of the purchase price of the order, $96.85, back 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 review of the customer service you received when you telephoned Zenni Optical Customer Service for assistance with returning a pair of glasses. We were very sorry to read of the experience you had regarding the customer service representative with whom you spoke, and the failure of the supervisor to speak with you about the refund and the customer service you received. Consequently, we want to apologize for any dismay you experienced as a result. Unfortunately, the information you provided to Consumer Affairs, your name and email address, did not bring up any orders. Therefore, we are emailing you to ask you to reply to the email with the Zenni Optical order number, so that we may find your order and assist you with the refund and address the service you received. 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 review about your most recent experience ordering glasses from Zenni Optical. You complain specifically about one frame, 1117119, which did not fit you well, from your most recent order, placed Jan. 15, 2019. We were very sorry to learn that these glasses keep falling, and we apologize for any disappointment you experienced as a result. Since the glasses were delivered Jan. 28, 2019, the representatives with whom you communicated via telephone and email were technically correct in that you contacted us outside the 30-day warranty period, which begins the day the glasses are delivered. However, you are a valued customer who, as you note, has never contacted us about any issue regarding any other eyeglasses you have purchased from Zenni. We are also sorry that the representatives adhered to Zenni’s policy and declined to make an exception for a good customer as a customer service gesture. We again apologize for any dismay you experienced as a result. Therefore, we are overriding the decision made by our representatives, and we are making this exception for you by emailing you instructions to return these glasses for a 100 percent refund of the price of the glasses, $45.85, in the form of store credit to your Zenni Optical account. If you would prefer a 50 percent refund of the price of the glasses, $22.93, back to the credit card that was your source of payment, please enclose a note with the glasses advising that you would prefer this refund. We are also emailing you a prepaid shipping label you may use for return postage. We see from the notes that our representatives advised on multiple occasions of the How to Measure Your Frame Size infographic found toward the middle of the bottom of every Zenni Optical page (https://www.zennioptical.com/measure-eyeglass-frame-size-how-to), which helps customers find the right size eyeglasses frames by instructing them to measure a pair they have that fits them well and looks good on their face. However, we see that, on your four orders between 2017 and 2019, you have ordered frames with frame widths ranging from 134-144 millimeters, and the absence of notes indicates you have not had a problem with the fit of any of these glasses. Frame 1117119 has a frame width of 145 mm, so perhaps that put it over the edge to the point that it did not fit you well. We hope that this customer service gesture, extending the warranty on your behalf so that you may return these glasses and order another pair in a frame that will fit you better, and use the store credit toward paying for those glasses, resolves this matter to your satisfaction. Moreover, as an extra measure of apology, and a token 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 review of the glasses you received from Zenni Optical. We were sorry to learn that your eye doctor found that the Axis values on your lenses did not reflect the values on your prescription, and we want to apologize for any dissatisfaction you experienced as a result. We have a 30-day warranty period on all the glasses we sell, which begins the day the glasses are delivered. Although you are considerably outside this warranty period on this purchase, we will extend the warranty period for you as a customer service gesture. 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. Please have the prescription you got from your eye doctor handy when you call, because the representative will ask you to read the prescription that you got from the eye doctor, so we can confirm that it was entered correctly. We will also ask you to confirm how you obtained the pupillary distance (PD) – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered the prescription and PD 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. If our inspection finds that we made the glasses incorrectly in any respect, we can remake them for you for free. If it turns out that there was a mistake when the prescription or PD were entered, you could still return the glasses, and we can issue a 100 percent refund of the price of the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account. Alternatively, we can offer you a 50 percent refund of the price of the glasses to the credit card you used to pay for them. 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 review about your recent order for eyeglasses, which prompted our lab to ask you about the three different pupillary distances (PDs) you used for the three pairs of glasses, even though the prescription was the same for each pair. You are a valued customer, and we welcome the opportunity to address this matter. Because the PD is a crucial aspect of a customer’s order, insofar as it tells us where to place the optical center on the lenses, it is important that customers enter the PD correctly. When a customer changes a PD, often to accommodate the PD range of a frame, it is our lab’s practice to email the customer before making the glasses to confirm the correct PD. We see that on your previous orders, you used a range of PDs, from 61 millimeters to 71 mm, and there are no notes on any of these orders indicating that you contacted us to advise that you could not see well through the lenses of any of these glasses. Moreover, insofar as you confirmed that you are fine with the three different PDs on this order, and since the glasses were delivered to you on March 21, 2019, and you have not contacted us about the vision through the lenses, we are going to assume that the vision is fine with these three different PDs. We are sorry for any annoyance you experienced as a result of our lab’s contact about the PD, but we want to confirm that it was simply out of our desire to make your glasses correctly. We trust that this matter is now resolved to your satisfaction. In addition, as an extra measure of apology, as well as a token 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 complaint about the long wait time to speak with a customer service representative over the telephone. Consequently, we want to apologize for any dismay you experienced, both about receiving glasses with which you could not see, and the difficulty you had contacting someone at Zenni Optical regarding this matter. We would like to mention other contact options, such as having a live Chat with a customer service representative, or emailing us at service@zennioptical.com, which we understand that you did. We are sorry that we do not see any indication that you emailed us a copy of your prescription, or that you confirmed it to a customer service representative in a Chat session or over the telephone, so that we could see if you entered it correctly on the order. If you had confirmed that the prescription you got from your eye doctor, and the pupillary distance (PD), matched what you entered on the website, we would have asked you to return the glasses for an inspection. If our inspection found that we made the glasses incorrectly, we could have remade them for you for free. We understand that you had a hard time getting through to speak with a representative, and we are very sorry that the result was simply that you requested a 50 percent refund, which we issued to your credit card after we received the returned glasses. Nevertheless, as an extra measure of apology, as well as a token of gratitude for your business, and an expression of hope that you try 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 complaint about your first order, which apparently was not delivered to you, contrary to the information at the U.S. Postal Service website. You are a valued, longtime customer, and we welcome the opportunity to address your concerns. Of course, we are sorry that this order was not delivered to you, and we want to apologize for any dismay you experienced as a result. We opened a claim with the post office and on March 11 we issued a courtesy remake of this order, which left our lab today, March 15, to be shipped to you via UPS Express. You should receive an email later today with the UPS tracking number, which you will be able to use to keep tabs on the shipment as it makes its way to you in Kansas City. However, we want you to know that we are very sorry that you did not get the first order, and that we do not have the option of overnight shipping. Consequently, we also want to apologize for any dissatisfaction you experienced as a result. In addition, as an additional measure of apology, as well as an expression 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 review about the glasses that came packed badly, resulting in a broken frame. We were appalled by your description of the way the glasses were packed, and we want to apologize for this lapse in service. We also want to confirm that a replacement frame was mailed to you on March 10, 2019, and you should receive it in a day or two. However, since you also advised that you cannot see well through the lenses, and you confirmed that the prescription you entered on our website matches the prescription you received from the eye doctor, today after your online Chat with us, we emailed you instructions to return the glasses to us for an inspection, even though one temple arm is off the frame. Of course, when you have received the replacement frame, hold onto it. If we find that we made the glasses incorrectly, we will remake and send you the glasses. If something happens to the frame of the remade glasses, you will have a replacement frame ready to go. In addition to emailing you the instructions to return the glasses for an inspection, we also emailed you a prepaid shipping label to use for return postage. We are eager to receive the returned glasses, so that we may inspect them and, if our inspection finds we made them incorrectly, remake them for you for free. When we receive and inspect your glasses, we will email you the inspection results. We trust that this will resolve this matter to your satisfaction.

Hi, thank you for posting your comments about the glasses you received from Zenni Optical. We are happy to know that your glasses came in a little more than two weeks, and that you are pleased with the frame and prescription lenses. However, we were disturbed to read your description of the smell of the case and the microfiber cleaning cloth, and we apologize for any dismay you experienced as a result. We hope that you find the replacement case and cloth satisfactory, and free of any objectionable odor. We also hope that this will resolve this matter to your satisfaction. Moreover, as an additional measure of apology, 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, we’re sorry that this matter has been an ongoing source of annoyance, and it is disappointing to learn that our customer service representatives have been unhelpful regarding the shipping address. Therefore, we want to provide some information we hope you will find useful. When you log into your Zenni Optical account, you will see ORDER MANAGEMENT on the left-hand side of the page. Underneath this, you will see three categories: My Orders, My Payment Methods, and My Address Book. When you click My Address Book, you will see the shipping addresses you have saved. If you see any shipping addresses that are currently invalid, to the right of the address you will see two options: edit and remove. If you want to delete an address, click remove. If you simply want to edit an address, such as the street name with a typo, click edit. You will be able to change the address and then save it when you click SAVE at the bottom of this section. At the bottom of the saved addresses, you will see a button marked ADD NEW ADDRESS. When you click this, you will be able to add a new address, and if you want to make it your default shipping address, click the box next to Use as my default shipping address. We hope this information is helpful. Moreover, as an extra measure of apology, as well as an acknowledgement of our appreciation of our longtime business relationship, we are emailing you an item we hope that you will use on your next order with Zenni Optical.

Hi, thank you for posting your review about one of your lenses getting scratched. We were sorry to read that one of your lenses is scratched, and we apologize for any dissatisfaction you experienced as a result. Unfortunately, with the information you provided to Consumer Affairs, we were unable to locate an order placed by you using the telephone number, street address, and email address you provided. We would be happy to research this matter, but we need to identify the specific order, and any previous orders you placed with Zenni. Therefore, please reply privately with the Zenni Optical order number and the email address that is your Zenni Optical username, and we should be able to find this order in our database, as well as any previous or subsequent orders you placed. Then we will be happy to address this matter, we hope to your satisfaction.

Hi, thank you for posting your complaint about the shipping time on your order. We are sorry that the delivery of your glasses is taking longer than you wished, and we apologize for any dissatisfaction you are experiencing as a result. Moreover, we would like to provide some information we hope will be helpful. Around the beginning of February (not March) each year, our lab is closed briefly for annual maintenance. We regret that this causes a backlog of orders, some of which are not delivered within the seven-10-day delivery time promise for Express shipping. However, today is the seventh day after your order was placed, and we hope that you receive your order within the delivery time promise, seven to 10 days after the order is placed, and before you leave for vacation. However, if your glasses are not delivered by Tuesday, March 11, the 10th day after you placed the order, they would be considered late. Regardless, even though they are not yet late, we are pleased to know that our customer service representative today advised that we will refund the Express shipping fee of $18.95 you incurred as a measure of apology, and that they offered you a promo code to use on your next order, as a further measure of apology and an expression of gratitude for your business. Thank you again for posting your complaint, and we hope that this information resolves this matter to your satisfaction. We also hope that you will be pleased with the glasses when you receive them.