Zenni Optical Reviews

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 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 14-21-day delivery time promise for Standard shipping. However, we are happy to confirm that your glasses are being mailed to you today, and we expect that you should have the glasses no later than Monday, March 11, but most likely sooner. We are separately emailing you the U.S. Postal Service tracking number, so that you may keep tabs on the package as it makes its way to you in Texas. If your glasses are not delivered by Thursday, March 14, the 21st day after you placed the order, please telephone Zenni Optical Customer Service and anyone who answers will be eager to assist you with a refund of your $4.95 shipping fee, since we would not have fulfilled our delivery time promise to you. 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.

Hi, thank you for posting your review about the glasses you ordered from Zenni Optical, which you advise have no prescription in the lenses. We are sorry that these glasses do not appear to have your correct prescription, and we want to apologize for any dissatisfaction you experienced as a result. We see that you did not include any values in the Sphere section of the prescription, which addresses nearsightedness and farsightedness. If you intended to include prescription values in the Sphere section for each eye, we are sorry that these were not included. Moreover, very minor corrections were included in the Cylinder section of the prescription, which, in combination with the AXIS values, are intended to correct an astigmatism. Since you advise that your prescription information was not used, we invite you to telephone Zenni Optical Customer Service and anyone who answers will be eager to assist you. You also could have an online Chat with one of our customer service representatives or email us and include in the email an attached copy of the prescription you got from your eye doctors. If you call, please have the prescription that you obtained from the eye doctor handy, because the customer service representative who answers will ask you to read the prescription to them, so that we can confirm that it was entered correctly. Also, if the PD is not on the prescription, please advise the representative how the PD was obtained – eye doctor measurement, friend or family measurement, or self-measurement. If you confirm that the prescription and PD were entered correctly, we can remake the glasses for you for free, or issue a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund of the price of the glasses to the credit card you used to pay for the order. If it turns out that the prescription or PD were entered incorrectly, we can offer the same two refund options. We very much hope to hear back from you, so that we may confirm the prescription and resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the shipping time of your most recent order. We are sorry that, as you acknowledged, regular annual maintenance at our lab has created a backlog of orders still to be shipped to customers, and that this backlog has caused your order not to be delivered as quickly as your previous orders with Zenni Optical. Consequently, we apologize for any disappointment you experienced as a result. Nevertheless, we can confirm that today is the 14th day after you placed your order, and the shipping method you selected, Standard shipping, comes with a delivery-time promise of 14-21 days. Insofar as today is day 14, we can confirm that your shipment is not late. It would be late if it does not arrive by next Monday, March 11, 2019. Should the package arrive after March 11, please telephone Zenni Optical Customer Service and anyone who answers will be eager to assist you with requesting that our lab issue a refund of your $4.95 shipping fee to the credit card you used to pay for the order. We trust that this will resolve this matter to your satisfaction. In addition, as a measure of apology for this issue, as well as an expression of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your complaint about the scratches on the lenses. We were very sorry to read that your left lens is very scratched, and we apologize for any dismay you experienced as a result. Even though you are outside the 30-day warranty period on this order, we will make a customer service exception to extend the warranty on your behalf and invite you to email a picture or pictures of the scratched lenses to us. Please make sure that the picture or pictures show the scratches on the left lens and the relative lack of scratches on the right lens, and please put your order number in the subject line of the email. Once we see the picture, we will email you to advise whether we are going to remake the glasses for you. Thank you again for posting your complaint, and we look forward to receiving the pictures, so that we can scrutinize them and, we hope, resolve this matter to your satisfaction.

Hi, thank you for posting your comments about your experience ordering glasses from Zenni. We were sorry to learn that you cannot see well with your most recent pair of glasses, which you ordered with a new prescription, and we want to apologize for any dismay you experienced as a result. You are within the 30-day warranty period on this order, so we invite you to telephone Zenni Optical Customer Service and anyone who answers will be eager to assist you. When you call, please have handy the copy of this most recent prescription that you obtained from the eye doctor, because the customer service representative who answers will ask you to read the prescription to them, so that we can confirm that it was entered correctly. Also, if the PD is not on the prescription, please advise the representative how the PD was obtained – eye doctor measurement, friend or family measurement, or self-measurement. If you confirm that the prescription and PD were entered correctly, we will email you instructions to send the glasses back to us 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, we can remake them for you for free. If it turns out that the prescription or PD were entered incorrectly, we can email you instructions to return the glasses 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 to the credit card that was used to pay for the orders. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your complaint about the polarized bifocal sunglasses you received. Our lab advised that polarized sunglasses are not intended to be used while looking at a computer screen, and that the stress marks that show up around the edges of the lenses in the picture you supplied appear to indicate that the polarization is correct. Nevertheless, your first purchase with Zenni Optical, in 2011, was for polarized sunglasses, and we see no notes in the database record of that order indicating that you contacted us about any issues with those glasses. Therefore, it is good to see that our lab suggested that you send these glasses back to us for an inspection, so that we may determine whether we made the polarization correctly on these bifocal sunglasses. We are emailing you instructions to return these glasses for an inspection, and we are also emailing you a prepaid shipping label to use for return postage. If our inspection finds that we made the glasses incorrectly, we can remake them for you for free, or, if you prefer, fully refund the purchase to your PayPal account. If our inspection finds that we made the glasses correctly, we can return them to you or 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 to your PayPal account. Thank you again for posting your complaint, and we hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the delay in mailing your glasses. You are a longtime, valued customer, and we welcome the opportunity to respond to your concern. We regret that you were not informed that our lab undergoes an annual closure for maintenance at this time of year, and that this closure causes a regrettable backup in our shipments. As we peruse your previous 10 orders, we see that none of these had been ordered at this time of year. Of course, we apologize for the lack of information about the closure that caused the delay. Nevertheless, insofar as your glasses are in our U.S. office, from where they will be shipped, we want you to know that your complaint prompted us to contact the head of our U.S. shipping department to locate your order and send it to you. We should be able to locate it today, or possibly tomorrow, and when the glasses are mailed to you, you should get an email with the U.S. Postal Service tracking number, so you may keep tabs on the shipment as it makes its way to you. We hope that this resolves this matter to your satisfaction, and we are very sorry that we did not disclose that the lab closure for annual maintenance causes a delay at this time of the year. Insofar as you are a longtime customer, we hope that you remain a Zenni Optical customer, and 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 complaint about the glasses that arrived with a missing nose pad, as well as the repair kit that was not usable. We were very sorry to read your complaint about this matter, and we want to apologize for any dissatisfaction you experienced as a result. Unfortunately, we were unable to locate your order using the information you entered on the Consumer Affairs website. Nevertheless, if you were to provide your order number, name, as well as the email address that is your Zenni Optical username, and put these in a private response to our reply to your complaint, we will be very happy to remake these glasses for you for free, of course. We hope to see this private response in the Consumer Affairs website, so that we may identify your order and remake it for you.

Hi, thank you for posting your complaint about the delivery of your glasses. We were sorry to learn that you inadvertently left your apartment number off your shipping address when you placed your order on Feb. 8, 2019, as indicated by the note in the database record of your order indicating that you telephoned Zenni Optical Customer Service on Feb. 25, 2019, to advise that you forgot to include your apartment number. Since these glasses already were mailed to you, on Feb. 24, 2019, we hope that the mail carrier recognizes your name and delivers the package to you. However, if the glasses do come back to us, we will re-send them to your shipping address, to which we have added your apartment number. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the progressive glasses you ordered from Zenni Optical, which turned out to be made incorrectly, and for which we offered either a free remake or a full refund of the price of the glasses, including 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 the order. You are a valuable customer, and we welcome the opportunity to address this matter. First, we are very sorry for our incorrect manufacture of the glasses, and we want to apologize for any dissatisfaction you experienced as a result. Second, we are sorry that you found objectionable the refund options we offered, and we apologize for any dismay you felt about these options. Nevertheless, insofar as you are a valued customer, and we did make your progressive glasses incorrectly, we are going to honor your request for a full refund, $67.80, to your credit card. You should receive an email from our lab later tonight, confirming the refund with a transaction number. We trust that this resolves this matter to your satisfaction. Moreover, as a measure of apology for this matter, as well as a customer service gesture to acknowledge 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 complaint about the blue-light blocking lenses you ordered for your glasses. We do see that you selected this feature for your glasses, and we are sorry that it does not appear to be on the lenses. We have special blue-light testing equipment, so we are emailing you instructions to return these glasses for an inspection of the lenses to see if this feature is present. We are also emailing you a prepaid shipping label you may use for return postage. We very much look forward to receiving these glasses, so that we may inspect them to determine if the blue-light blocking feature is present on the lenses. If our inspection finds that it is not present, we will email you to let you know, and if you would like, we will remake the glasses for you for free, making sure that the blue-light blocking feature is present. If our inspection finds that the blue-light blocking feature is present, we can return the glasses to you, or issue one of two refund options: either a 100 percent refund of the price of the glasses, minus the shipping fee, to your Zenni Optical account, or a 50 percent refund to the credit card you used to place the order. We very much hope to receive these glasses, so that we may inspect them for you and resolve this matter to your satisfaction.

Hi, thank you for posting your comments about the glasses you ordered from Zenni Optical. We were sorry to read that you dislike the quality of the glasses, and that the prescription does not seem correct. Consequently, we apologize for any disappointment you experienced as a result. We see that the prescription and pupillary distance (PD) you entered on this order differ from the prescription and PD you entered on your order from May 2018, so this may be where the problem lies. Nevertheless, you are within the 30-day warranty period on this order, so we invite you to telephone Zenni Optical Customer Service and anyone who answers will be eager to assist you. When you call, please have handy the copy of your prescription that you obtained from the eye doctor, because the customer service representative who answers will ask you to read the prescription to them, so that we can confirm that it was entered correctly. Also, if the PD is not on the prescription, please advise the representative how the PD was obtained – eye doctor measurement, friend or family measurement, or self-measurement. If you confirm that the prescription and PD were entered correctly, we will email you instructions to send the glasses back to us 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, we can remake them for you for free. If it turns out that the prescription or PD were entered incorrectly, we can email you instructions to return the glasses 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 to the credit card that was used to pay for the orders. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Thank you for posting your complaint about the shipping time for your order. We are very sorry that you have not yet received your glasses, and we apologize for any dissatisfaction and frustration you experienced as a result. We also understand the anxiety you feel regarding the delivery time insofar as you are leaving early next week for a vacation, and you believe that if the package with your glasses is delivered to your doorstep after you leave, it will be stolen. Moreover, you had intended to use these glasses while on vacation. When you placed your order, our lab was closed for regular annual maintenance. Our lab reopened several days later, and because at this time we could not be confident we could get our backlogged and current orders out to customers within the Priority (10-14 days) and Express (seven-10 days) shipping times, we temporarily removed those options from the website. Nevertheless, we have contacted the manager of our Shipping department and provided the order number for your package, and asked them to find and mail the glasses to you today, via Priority mail, so that the package might arrive by Monday, Feb. 25. We hope that it does, and we hope that this resolves this matter to your satisfaction.

Hi, we would like to update our response with more information. It is true that when you placed your order, Feb. 8, 2019, our lab had just reopened after a several-day closure for regular maintenance, and because at this time we could not be confident we could get our backlogged and current orders out to customers within the Priority (10-14 days) and Express (seven-10 days) shipping times, we temporarily removed those options from the website. We are sorry for any confusion or misunderstanding based on the incomplete information we previously provided.

Hi, thank you for posting your review about your experience attempting to get telephone assistance from our customer service team when you needed instructions to send back your glasses, since your eye doctor gave you an incorrect prescription. You are a valued, longtime customer, and we welcome the opportunity to address your concerns. First, we were very sorry to read that the wait time on the telephone was inordinately lengthy, and to make matters worse, while you were waiting, the call dropped. We also were sorry to read in the notes of your order that when you clearly explained the situation in an email – your eye doctor gave you the wrong prescription, and you wanted to send the glasses back for a 100 percent store credit refund to your Zenni Optical account – the customer service representatives who replied misunderstood the situation and emailed you irrelevant responses, which necessitated your emailing us again, to reiterate the issue. We were appalled that two of our customer service representatives misunderstood the issue, and we want you to know that we have contacted the supervisor of this team, so that they may review with these representatives our customer service objectives – that our representatives always provide gracious, accurate, effective customer service. We profusely apologize that we did not uphold this standard during your communication with us. Of course, we were relieved to see that the customer service team eventually comprehended the issue, and emailed you the correct instructions to return the glasses for 100 percent store credit. However, as a customer service gesture, we are telling the lab that, when we receive the glasses, they issue full store credit (which includes the shipping fee), so that you may have a full refund of what you spent on these glasses in the form of store credit, which you may use to order your glasses with the correct prescription. In addition, as an extra measure of apology for these issues – and for our retiring frames you are disappointed you will be unable to order again from Zenni – as well as a gesture of gratitude for your longtime business, we are emailing you an item that we hope you will use on your next order with Zenni Optical. We trust that this resolves these matters to your satisfaction.

Hi, thank you for posting your review of your and your brother’s experience ordering glasses from Zenni Optical. We are pleased to know you like our frames, prices, and order process. However, we were very sorry to read that you are having a hard time seeing well through the lenses of your glasses, and that your husband also cannot see well through the lenses of his glasses. Consequently, we want to apologize for any disappointment you and your husband experienced as a result. We have a 30-day warranty period for issues with the glasses, and your orders from January 7, 2019, and Dec. 10, 2018, are outside this warranty period. Nevertheless, we will extend the warranty period for you on these two orders as a customer service gesture. Therefore, we invite you to telephone Zenni Optical Customer Service and anyone who answers will be eager to assist you. When you call, please have copies of your and your husband’s prescriptions handy, because the customer service representative who answers will ask you to read the prescriptions to them, so that we can confirm that they were entered correctly on these two orders. Also, if the pupillary distance (PD) is not on either prescription, please advise the representative how the PDs were obtained – eye doctor measurement, friend or family measurement, or self-measurement. If you confirm that the prescriptions and PDs were entered correctly, we will email you instructions to send the glasses back to us 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, we can remake them for you for free. If it turns out that one or both of the prescriptions were entered incorrectly, we can email you instructions to return the glasses with the incorrect prescription 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 to the credit card that was used to pay for the orders. 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 what happened when you ordered a frame-only from Zenni Optical, and had a local optical retailer install prescription lenses in the frame, which broke during this process. We were sorry to learn that your frame broke, and we apologize for any dismay you experienced as a result. Nevertheless, we were surprised to read your comment that Zenni will not send another frame. We do not see any notes in the database record of your order indicating that you contacted Zenni Optical about this matter. Had you contacted us, we would have advised that your frame was delivered to you on Jan. 30, 2019, and that this purchase is within the 30-day warranty period. During this warranty period, if your frame breaks, we can send you a replacement frame free of charge. Of course, we would prefer that you purchase your frame and lenses from Zenni Optical, but we will ask our lab to send you another frame 7808512. We hope that your local optical retailer is able to install the lenses in this frame without breaking it, and we also hope this resolves this matter to your satisfaction.

Hi, thank you for posting your review about the glasses that were mailed to your old address. We are sorry that you inadvertently entered your former address on your order, and we apologize for any disappointment you experienced as a result. Nevertheless, as a customer service gesture, we are remaking the glasses for you and mailing them to your current address. You should receive an email soon, advising of this remake with a new order number. We thank you again for posting your review about your order, and we hope that this remake will resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the ineradicable smudge in the upper corner of one of the lenses in the glasses you ordered in January of this year, which we agreed to remake for you based on the picture of the lenses you provided. We were very sorry to learn that the same issue persists in the remade glasses, and we apologize for any dissatisfaction you experienced as a result. We are eager to receive these returned glasses, and when we receive them we will inspect the lenses to determine if they are defective. If our inspection finds that the lenses are defective, we can provide a full refund, $36.85, of the amount you spent on the first order, which includes the shipping fee. When we have received and inspected these glasses, we will email you the inspection results. If our inspection finds that we made the glasses incorrectly, and you would like another remake, we can offer this instead of a refund. But if you advise that you would prefer the refund, we will issue it. We hope that the offer of either the remake or the refund will resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the glasses you received from us, with which you could not see well, and we welcome the opportunity to respond to your concerns. We were very sorry to read that, when you telephoned Zenni Optical Customer Service, your wait to speak with a customer service representative exceeded 20 minutes, and that you subsequently waited eight minutes to speak with an online chat representative but declined to wait further. We advise that customers also may email us, at service@zennioptical.com, and we are sorry that you did not take advantage of this contact method. Of course, we are sorry that you could not see well with the glasses, and we apologize for any dissatisfaction you experienced regarding the long waits and your inability to use the glasses. We were disappointed to learn that you mailed the glasses back to us via UPS without obtaining a Return Merchandise Authorization number. Had you emailed us to advise that the glasses were not working for you, we would have emailed you instructions to send the glasses back for an inspection, which would have included the request that you enclose a copy of the prescription you got from the eye doctor to place this order, and we also would have emailed you a prepaid shipping label to use for return postage. Nevertheless, we received the glasses on Jan. 29, 2019, and we inspected them on Jan. 30, 2019. We found that the reading addition correction on one lens was out of tolerance of the value you entered, and we emailed you to advise that we need a copy of the prescription you obtained from the eye doctor if you would like us to remake the glasses. Otherwise, if you prefer a full refund of the price of the order to your PayPal account, $84.85, we can issue this refund. If you would like this refund, please email service@zennioptical.com to advise of this, and please make your order number the subject of the email. We are sorry to confirm that we will not reimburse you for the UPS postage nor for the examination performed by another optical retailer. We look forward to receiving your email, with the eye doctor’s prescription attached if you would like a remake, or simply advising that you would prefer the refund. We trust that these options will resolve this matter to your satisfaction.

Hi, thank you for posting your complaint about the premium oleophobic anti-reflective coating on your lenses and the scratches on your frame. We were sorry to learn that a fingerprint was left on one of the lenses, and that scratches have appeared on the eyeglasses frame. Consequently, we want to apologize for any disappointment you experienced as a result. First, regarding the lenses, we want to confirm that the anti-reflective coating does not prevent fingerprints from smudging the lenses, but it does reduce the impression on the lens left by fingerprints. The microfiber cloth enclosed with the glasses can be used to clean the lenses. We recommend that you breathe on the lenses to steam them up, then gently use the microfiber cloth to clean the lenses. If, say, mascara from your eyelashes or facial oils get on the lenses, you may want to use warm water and mild hand soap, containing no lotion, to clean the glasses. In addition, we have found that 50 percent isopropyl alcohol is a safe and effective lens cleaner. This can be used by moistening the microfiber cloth with the isopropyl alcohol and using it to clean the lenses. We hope that this information is helpful. In addition, regarding the scratches on the frame, since you are within the 30-day warranty period on this order, we are sending you a free replacement frame, so that you may swap the lenses from the scratched frame into the new one. If you would like to do this yourself, here is a how-to video from our website explaining the process: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. If you would prefer not to swap the lenses yourself, you may take the replacement frame and the scratched frame with the lenses to a local optical retailer – perhaps a local, standalone optical store or a Sears, Target, Costco, or Walmart that has an optical department – and ask them to make the lens swap for you. Alternatively, you could return the glasses to us, and we will order a replacement frame for you. Then we will put the lenses in the new frame and return the glasses to you. 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 emailed instructions to return the glasses to us to install the lenses into a new frame, and an emailed prepaid shipping label you may use for return postage. We hope that these measures resolve this matter to your satisfaction. Moreover, as a token of apology for the issues that arose regarding this order, and an acknowledgement of appreciation for your business, we are emailing you an item we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your review about ordering glasses from Zenni Optical. We were glad to read that you have been happy with the glasses you have gotten, until you ordered a pair of aviator glasses that turned out to be too small for you. We were sorry to learn that these glasses do not fit you well, and we want to apologize for any disappointment you experienced when they arrived and you tried them on. In addition, we would like to provide some information we hope will be helpful. First, we want to mention that if you click Details, on the lower left-hand corner of the page under the enlarged picture of the glasses, you can see all of the frame dimensions. Next to Details is Description. If you click on this, you can see a description of the frame. The frame you selected, 4191, has a frame width of 132 mm. For this frame, under Description, we advise that the same frame style comes in a larger model, 4190, which has a frame width of 140 mm. Model 4189 is a similarly styled frame, but with a different lens shape – which is more of a rounded rectangle than the rounded triangular shape of 4191 and 4190. The two previous frames you ordered from Zenni, 146321 (black rectangular half-rim glasses with faux-wood streaked temple arms) and 286921 (black plastic rectangular full-rim glasses with green on the inside of the temple arms) have 136 mm and 137 mm frame widths, respectively. Since you mention that 419119 is too small to fit you well, we are going to refund the price of the glasses, $6.95, in the form of store credit to your Zenni Optical account. You will not have to send these glasses back to us. You should get an email later tonight, confirming the store credit refund. Then you may simply use the store credit to order the glasses in frame model 419019, which, with a frame width of 140 mm, should fit you better than 419119. Since it is a little larger than frames 146321 and 286921, and you advised that you feel aviators should be “large on the face,” we hope that the 140 mm frame width of 419019 will accomplish this for you. Thank you again for your review, and we hope that this resolves this matter to your satisfaction.

Thank you so much for posting your very favorable review of the glasses you have gotten from Zenni Optical. It is great to know that you like the prices, fit, and appearance of your glasses. Of course, we are delighted to know that, since a friend told you about Zenni, you intend to spread the word to your friends who ask you about your glasses. As a token of our appreciation for your comments and your business, we are emailing you an item we hope you use on your next order with Zenni Optical.

Thank you for your gracious comments about your experience with Zenni Optical. It is good to know that you like our prices, and that you were pleased with the assistance provided by our customer service representative. Out of appreciation for your review, and 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 complaint about the delivery time and our refund policy, which gives us an opportunity to address these issues. First, we want to confirm that you were incorrectly informed when you contacted Zenni Optical Customer Service on Feb. 4, 2019, to advise that you wanted to cancel the order you placed on Feb. 3, 2019, and we apologize for the incorrect information we provided. When a customer contacts Zenni Optical to cancel an order one day after it has been placed, our policy is to provide a full refund to the customer’s source of payment, in this case, a PayPal account. A full refund includes the shipping fee, whereas a 100 percent refund refers to a refund of the price of the glasses excluding the shipping fee. We are very sorry that you were advised you would get the 100 percent refund, since you are entitled to the full refund. We want you to know that we are informing our lab to issue a full refund of the order back to your PayPal account, and either Friday or Saturday you should get an email from our lab, confirming this full refund with a transaction number. Regarding the delivery time, we also apologize for the incorrect information our representative apparently provided regarding our delivery times. The shipping method you selected, Standard shipping, for $4.95, comes with a delivery promise of delivery no later than 14-21 days from the date the order was placed. We also offer Priority shipping, for $8.45, which comes with a delivery-time promise of 10-14 days from the date the order was placed. Our fastest delivery option is Express delivery for U.S. orders, via UPS to a physical location, for $18.95, with a delivery-time promise of seven-10 days from the order date. We hope that this information clarifies our refund policy regarding next-day cancellation of an order and our shipping times. In addition, as a measure of apology for the misinformation we provided, and as a customer service gesture intended to show that we are grateful for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Thank you so much for posting your delightful review about your experience with Zenni. We are very heartened to know that you are happy with the prescription lenses, the packaging, and the frame you received. It is wonderful that you have already recommended Zenni to others, and that you intend to be an unofficial ambassador for Zenni. Out of gratitude for your comments and as a token of appreciation for your business, we are emailing you an item that we hope you use on your next order with Zenni Optical.

Thank you so much for your favorable review of your experience ordering from Zenni Optical. We are happy to know that, on your friend’s recommendation, you tried Zenni and found it easy to order glasses from us. We are delighted that you are happy with your first order for prescription eyeglasses as well as your second order, for prescription sunglasses. As an expression of gratitude for your business, and for taking the time and making the effort to write your review, we are emailing you an item we hope you will use on your next order with Zenni Optical. Thank you again for your comments. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you for posting your comments about your experience ordering glasses from Zenni Optical. Of course, we are pleased that you appreciate the low prices and high quality of our glasses. However, we were sorry to learn that you are having difficulty locating frames you previously saw on our website and liked, and that you would like faster shipping. Therefore, we would like to provide some information we hope will be helpful. When you are perusing frames on our website, and you are in your Zenni Optical account, if you see one you like, you may save it to your Favorites. The way to do this, is hover your cursor over the initial picture of the frame (not the enlarged picture you see when you click on the smaller picture, but the smaller picture itself), and look for the little heart in the upper right-hand corner of the picture. The heart will turn from white with a blue outline to blue, confirming that the frame has been added to your favorites. When you are in your account, on the left-hand column, under PERSONALIZATION, you will see My Favorites. If you change your mind, click on the blue heart, and the frame will be removed from your favorites. Regarding the shipping times, we reviewed your most recent orders to see how long it took for them to be delivered. Your most recent order, placed Dec. 12, 2018, was delivered Dec. 19, seven days after the order was placed. You ordered Priority shipping on this order, which comes with a delivery time promise of 10-14 days. Your immediately previous order, placed Sept. 20, 2017, and ordered with Express shipping, was delivered Sept. 27, seven days after the order was placed. Express shipping comes with a delivery time promise of seven-10 days. Your most recent order prior to that, placed Jan. 9, 2019, was shipped Jan. 17, eight days after the order was placed. The U.S. Postal Service website does not provide delivery information about orders that far in the past, but these glasses were ordered with Priority shipping, and we are confident that they were delivered to you no later than 10-14 days after the order date. In addition, we want to confirm that if any Zenni Optical order is not delivered within the promised delivery time, if you contact us to advise of this, we will refund the shipping fee to your source of payment. We hope this information is helpful. In addition, out of gratitude for your favorable review, and appreciation of our longtime business relationship, we are emailing you an item we hope you will use on your next order with Zenni Optical.

Hi, thanks for posting your very complimentary review. We were gratified to read that you found the red, rectangular style you were looking for with our assistance, and that the delivery time was acceptable. We are delighted that you find our glasses affordable, easy to order, and that we have styles you like. As a measure of gratitude for your kind comments and your recent orders, we are emailing you an item we hope you will use on your next order with Zenni Optical.

Thank you for posting your review about the glasses you received from Zenni Optical, with which you could not see well. We were very sorry to read of your experience with these glasses, and we were also sorry to learn about your experience with our customer service representative when you finally got through after an inordinately long wait. We apologize that you could not see well with these glasses, and that our representative did not ask you to confirm that you entered the prescription correctly, simply offering the standard 50 percent credit card refund when we got the returned glasses, since you paid for most of the order with store credit. We listened to the call between you and our representative, and this monitoring session confirmed your description of the representative’s assistance, which fell well short of the standard of graciousness, accuracy, and informative helpfulness that we expect all of our customer service representatives to uphold. We want you to know that we have conveyed our assessment of the representative’s performance to the supervisor of his team, so that he can be reinstructed as to our performance expectations. Of course, we are pleased that you took the phone call from our optician, who confirmed that, when we receive the returned glasses, we will inspect them to determine whether we made them correctly, since the eye doctor’s prescription you emailed us confirms that you entered your prescription correctly. Therefore, if our inspection finds that the glasses are correct, we can restore to your Zenni Optical account the store credit you used to pay for most of this order. If our inspection finds that the glasses are not correct, we will offer you a free remake of the glasses or a full refund of what you spent on the order to your Zenni Optical account, whichever you prefer. Thank you again for posting your review, which gives us another opportunity to address this matter and, we hope, resolve it to your satisfaction.

Hi, thank you so much for your enormously gratifying review of your experience with Zenni Optical. We are delighted that you feel these glasses may be your favorite pair ever. It is good to know that you like the look and weight of this classic aviator frame, and that the prescription is perfect. Obviously, we are happy to get reviews such as yours, but we also are eager to receive feedback from all customers, even those who are not satisfied, so we have an opportunity to address the situation they are experiencing and, we hope, resolve it to their satisfaction. Nevertheless, out of gratitude for your favorable remarks, we are emailing you a token of our appreciation, which we hope you will use on your next order with Zenni Optical. Thank you again for posting your review. We believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you for posting your favorable review about your experience ordering glasses from Zenni Optical. We are happy to know that you appreciate our inexpensive, high-quality glasses, and that it was easy to find the style you were looking for. Out of gratitude for your review, as well as our business relationship, 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 glasses you received from Zenni Optical. We were sorry to learn that there was a problem with the frame on your first order, which you sent back to us to get a refund of 100 percent of the price of the glasses in the form of store credit to your Zenni Optical account. Consequently, we apologize for any disappointment you experienced as a result, especially insofar as you mentioned that there were problems seeing through the bottom of the lenses. In addition, we were very sorry to learn that the second pair of glasses you ordered from us, using the store credit we issued when you returned the first pair of glasses, were defective, which we determined after you sent them back and we inspected them. We remade these glasses for you, and this remake was completed yesterday. We should have these glasses in our U.S. office later this week, and we expect that you should have these glasses no later than the end of this week. Of course, we hope that you are happy with them. In addition, as a measure of apology and a token of our appreciation of your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical. Moreover, we hope that you will remain a Zenni customer for many years to come.

Hi, thank you for posting your review about the glasses you received from Zenni Optical. We were very sorry to learn that you were unable to see well with these glasses, and we apologize for any dissatisfaction you experienced as a result. We were also sorry to learn that, rather than having the glasses delivered to you in Mexico, you had them delivered to an address in the U.S., and then had the glasses sent from Laredo, Texas, to your residence in Mexico by a third-party mail carrier. Since the shipping address is in the U.S., we could email you a prepaid shipping label to send the glasses back to us from the Laredo, Texas, location. However, you are correct that customers returning international orders must pay for the return shipping themselves, and you would have to mail the glasses from your location in Mexico to the Laredo, Texas, address. Then if our inspection of the glasses finds any defect, we could remake the glasses and refund the initial shipping fee, or issue a full store credit refund to your credit card, which would include the initial shipping fee. We were also sorry to learn that, rather than send the glasses back for inspection or store credit you would prefer to keep the frame and order lenses from a local optical retailer. We hope that you will reconsider this choice, but if you do not, we hope that you are pleased with the prescription lenses you will receive.

Hi, thank you for posting your complaint about being unable to access the Zenni Optical website. We are very sorry to learn of this issue you are experiencing, and we want to apologize for the frustration it is causing. We can confirm that there have been no outages or other connectivity issues with our website. We do not know what browsers were used on your computer and the other two computers with which you attempted to access our website. We want to advise that the best browsers to use are the most up-to-date versions of Firefox or Google Chrome. Users do not have as good an experience when they access our website using Internet Explorer or Safari. We hope that this information is helpful. Moreover, as a measure of apology for the difficulty you are having trying to access our website, we are emailing you an item that you may use on your next order, when you are able to access the Zenni Optical website, which we hope will be very soon.

Hi, thank you for posting your review of your glasses that have scratches on the lenses, which gives us an opportunity to address this issue. We were very sorry to read that your lenses are scratched, and we want to apologize for any dissatisfaction you experienced as a result. Although all Zenni glasses come with free anti-scratch coating, this coating helps reduce the possibility of the lenses getting scratched, and reduces the effect of scratches on the lenses if they do get scratched. It does not prevent the lenses from getting scratched. It is true, as you write, that our warranty period extends to 30 days after the date the glasses are delivered. However, insofar as this is your first Zenni Optical order, we will make a customer service exception on your behalf to extend the warranty for you. We will email you to ask you to reply with a picture or pictures of the scratches on the lenses. If we see these scratches on the lenses, we will reply to your email to confirm whether we will remake these glasses for you as a courtesy. In addition, as a token of apology for this matter, and as an expression of our desire to keep you as a customer, we are also emailing you an item that we hope you will use on your next order with Zenni Optical. We trust that these gestures help to resolve this matter to your satisfaction.

Thank you for posting your review, which gives us another opportunity to address this issue. As we mentioned previously, we are very sorry that the shipment of your glasses was delayed, and that the gift card you used to place the order is no longer available to accept a shipping fee refund. As we advised, our compliance requirements preclude our issuing a refund to a credit card that had not been used on an order, and we apologize for any dismay this causes. Insofar as you advised that you did not want your refund in the form of store credit, we are removing the store credit we issued to your Zenni Optical account, and today we issued and mailed you a money order in the amount of the Priority shipping fee, $8.45. You should receive this money order in a few days. Also as we previously advised, because of the issues surrounding this order and as an expression of our desire to keep you as a customer, we emailed you a token of apology, which we hope you will use on your next order at Zenni. We trust that these measures resolve this matter to your satisfaction, and of course we hope you will remain a Zenni Optical customer for many years to come.

Thank you for posting your review, which gives us an opportunity to address this matter. We were sorry to learn that you believed that you ordered only one pair of glasses, although the database record of your order shows two pairs of glasses ordered, both in the same frame and prescription type, but one with blue-blocker lenses and one with photochromic lenses. Insofar as you state in your review that you believe you would have to pay to mail back to us the glasses you do not want, we want to advise that this is not the case. We sent you a prepaid shipping label to use for return postage. We will also email you instructions to return the glasses for the 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account. As soon as we receive these returned glasses and have issued the store credit, we will email you to confirm that the store credit is now in your Zenni Optical account. Moreover, you selected Priority shipping for this order, which comes with a delivery promise of 10-14 days from the date you placed the order. The U.S. Postal Service website confirms that these glasses were delivered on Jan. 14, 2019, the 17th day after the date you placed the order, Dec. 29, 2018. Therefore, we are asking our lab to refund the $8.45 Priority shipping fee you paid for this order. You should receive an email later tonight from our lab, confirming the $8.45 refund to your credit card. Thank you again for posting your review, and we hope that this now resolves this matter to your satisfaction.

Hi, thank you for posting your comments about your experience ordering on the Zenni Optical website. We are sorry that you have had some difficulty using our Frame Fit® feature, and we want to apologize for any dismay you experienced while trying to use it. Therefore, we would like to call your attention to our How to Measure Your Frame Size infographic (https://www.zennioptical.com/measure-eyeglass-frame-size-how-to), which can be found at the bottom of every Zenni Optical page, under the column headed Infographics. This tool is very useful to determine the dimensions you will need for a frame to fit you well. Once you measure a pair of glasses you have that fits you well and looks good on your face, you may search for frames with similar dimensions on our website, under the enlarged picture of the frame, under Details. We hope that this information is helpful. In addition, since you mention that you believe that, should you need to return the glasses for any reason, you would have to pay for return postage, we want to confirm that you would not have to pay for return postage. We will email you a prepaid shipping label you may use for return postage. We want to be very clear: Customers in the U.S. do not have to pay for return shipping. In addition, if you are returning the glasses for a refund because the prescription was entered incorrectly or you don’t like how the frame looks on you, our refund options are either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the source of payment, which would be a credit card or PayPal or Amazon account. If you return a pair of glasses that our inspection finds to be defective, we will remake the glasses for you for free. If the remake also turns out to be incorrect and you decline a second remake, we will issue a full refund (which includes the initial shipping fee) of the order to the original source of payment. We hope this clarifies our return and refund policies. Moreover, as a measure of gratitude for your review, and appreciation of your business and for introducing your girlfriend to Zenni Optical, we are emailing you an item that we hope you will use on your next order with us.

Hi, thank you for posting your review, which gives us another opportunity to address this matter. Since you are longtime Zenni Optical customers, we were disappointed to learn that our representative declined to extend the 30-day warranty on your behalf as a customer service exception, particularly insofar as your eye doctor provided an incorrect prescription that you used to order these eyeglasses. It is true that we do not replace individual lenses, nor do we provide lenses without an eyeglasses frame. Therefore, we are going to issue a 100 percent refund of the price of the glasses from this order in the form of store credit to your Zenni Optical account, even though most of this order was paid for with store credit. This also is an exception we are making on your behalf, since Zenni policy states that an order placed with store credit can only receive a 50 percent refund to the original source of payment, in this case a credit card. In addition, we are not going to require you to return the glasses before we issue the store credit, which is another exception to Zenni policy, so that you will have the store credit available tonight to use to reorder the glasses with the correct prescription. If you get the same frame, you will be able to keep the frame with the incorrect prescription in the left lens to use as a backup frame, in case something happens to the frame you order with the updated prescription. You should receive an email from our lab (Zenni Service) later tonight, confirming that we issued the store credit to your Zenni Optical account. Moreover, we are emailing you an item as an acknowledgement of our strong, longtime business relationship, as well as a token of apology for our not extending the warranty for you when you first contacted us about this matter. We hope that these measures serve to resolve this matter to your satisfaction. We also hope that you remain Zenni Optical customers for many years to come.

Hi, thank you for posting your review about the delay of the glasses. We were very sorry to learn that the post office lost the order, and we apologize for any dismay you experienced as a result. We are also sorry that we initially declined to immediately issue a remake of your daughter’s glasses until such time as the post office confirmed that they were lost. It is good to know that after you spoke with the supervisor on Jan. 7, 2019, we issued the remake of the order to be delivered via Priority shipping, and we manufactured those glasses for you. However, we are grateful that you notified us that the post office found the original order and delivered the glasses to you on Jan. 8, 2019, and we hope that your daughter is pleased with them. In addition, as a measure of apology for the delay and the frustration it caused, as well as an expression of our desire to keep you as a customer, we are emailing you an item that we hope you will use on your next order with Zenni Optical. We hope that these measures help to resolve this matter to your satisfaction.

Thank you for posting your favorable review of your experience buying glasses from Zenni Optical. We are delighted to know that you are pleased with the quality of the glasses and the customer service we provide. We are also happy to know that you appreciate the option to customize your glasses with personalized text on the inside and outside of the temple arms of many of our frames. As a token of gratitude for your review, as well as our appreciation for our strong business relationship, we are emailing you an item that we hope you will use on your next order with Zenni Optical. Thank you again for taking the time and making the effort to post your review. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you for posting your review about the order for eyeglasses that the U.S. Postal Service lost in transit. We were very sorry to learn that you did not receive this shipment, and we apologize for any dissatisfaction you experienced as a result. Nevertheless, we want to confirm that, on Jan. 7, 2019, we ordered our lab to remake your eyeglasses, and this remake was completed on Jan. 9, 2019. It left our lab today, and you should have these glasses next week. You should receive an email with the tracking number when the glasses are mailed from our office, and we expect that you should receive the glasses a few days after that. Moreover, as a customer service gesture and further token of apology for the lost order, and to acknowledge our strong business relationship, dating from 2015, we are emailing you an item that we hope you will use on your next order with Zenni Optical. We hope that this remake and customer service gesture indicate that we consider you a valued customer, and we also hope that these measures will resolve this matter to your satisfaction.

Hi, thank you for posting your review, which gives us another opportunity to address the matter of the chromatic aberration you experienced on your glasses with the strongly farsighted correction. We were very sorry to read that there was chromatic aberration on your lenses, and we apologize for any dissatisfaction you experienced as a result. Insofar as you declined to return the glasses for an inspection which, if we saw the chromatic aberration, would prompt us to remake the glasses, it is good to know that we made a customer service exception to remake the glasses for you without requiring you to return the glasses. We want to confirm that the remake has been completed, and that the remade glasses will be mailed from our office to you today. We will email you the U.S. Postal Service tracking number from the database record of the order, so that you may keep tabs on the shipment as it makes its way to your residence. We hope that will be pleased with these remade glasses, but of course if you have any issue with them, please do not hesitate to contact Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you.

Hi, thank you for posting your review about the inordinately lengthy time it has taken your eyeglasses order to be delivered to the original shipping address you provided. We are very sorry to learn that you have waited more than a month for these glasses, and that you are no longer at this address, where the tracking information confirms the glasses are on their way to you. We profusely apologize to you for the shipping delay, and we want you to know that, to remedy this matter, we have asked our lab to rush a remake of this order of two pairs of eyeglasses, and send it Express mail to the shipping address where you advised you are now. You should receive an email from our lab later tonight with the new order number. We hope that the original and duplicate eyeglasses orders will be delivered to both locations, and that there will be someone at the original location who will be able to get the glasses to you. Once again, we are very sorry about this issue, and as a gesture of apology, we emailed you an item that we hope you will use on your next order with Zenni Optical. We also hope that the measures we have taken will resolve this matter to your satisfaction.

Hi, thank you for posting your review of the shipping time of your most recent order, as well as the service you received from our customer service representatives. We were very sorry to learn of the lack of responsiveness from our representatives, and we want to apologize for any dismay you experienced as a result. According to the U.S. Postal Service website, your glasses were delivered to you on Dec. 31, 2018, and we hope you are pleased with them. However, we were sorry to see that, although this delivery was outside the 14-21-day window for Standard shipping, there is no indication that we refunded your $4.95 shipping fee, since we did not fulfill our delivery time promise. Therefore, we are asking our lab to refund this shipping fee, and you should receive an email from them (Zenni Service) confirming the refund to your credit card. Moreover, as a gesture of apology for the frustration this matter caused, 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 these matters to your satisfaction, and we hope that you remain a Zenni Optical customer for many years to come.

Hi, thank you for posting your review, which gives us an opportunity to address the issue of the prescription in your daughter’s glasses. It is true that with progressive glasses, which is what you ordered for your daughter, even if no correction is entered in the Sphere, Cylinder, and Axis sections of a prescription, the reading addition correction will be in both lenses. The only way around this, and we are sorry if no one suggested this option, would be to order another pair of glasses for your daughter in the same frame as the non-prescription glasses. Then when they arrive, you could remove the right lens from the progressive glasses, which will have the reading addition correction, and replace it with the non-prescription right lens. Since it will be in the same frame as the progressives, the lens should fit in the right front rim. We hope that this information is helpful. Moreover, since we are recommending that you place another order, as a customer service gesture, we are emailing you an item that we hope you will use on this subsequent order.

Hi, thank you for posting your complaint about the shipping time on your latest order. We are sorry that your order was not delivered to you until today, the 23rd day after you placed the order, two days beyond the promised delivery window for orders placed with Standard shipping. We apologize that the heavy holiday volume has resulted in some orders being delivered late, and we regret that your order was among them. As a measure of apology for this delay, we are refunding your $4.95 shipping fee to your PayPal account, which will be confirmed in an email from our lab (Zenni Service) later tonight. In addition, we are emailing you an item that we hope you will use on your next order with Zenni Optical. Thank you again for posting your complaint, and we hope that the refund and token of apology help to resolve this matter to your satisfaction.

Thank you for posting your complaint about the systems issue that caused personal information to be provided to other Zenni Optical customers. Of course, we are very sorry that this lapse occurred. We emailed you to advise what we are doing and have done to ameliorate this matter, and we trust that you saw this email and were satisfied with the steps we have taken to rectify this issue and retain you as a customer. Once again, we are sorry about this information breach, and we hope that our measures to remedy the situation are acceptable to you, and that, despite this occurrence, you will remain a Zenni Optical customer.

Hi, thank you for posting your complaint, which gives us an opportunity to address this issue regarding the store credit for your order for eyeglasses for your son, because the frame you selected for him, 632321, turned out to be too small for him, insofar as the frame width was 117 millimeters. We are sorry for the conflicting information you received regarding the store credit to be issued for the glasses in this order, and we apologize for any dismay you experienced as a result. In addition, we would like to provide some information we hope will be helpful. We see that you placed three orders prior to this one, and they all have approximately the same prescription, so we are assuming they were also for your son. The first one, placed Dec. 30, 2017, has frame 304316, with a 125 mm frame width. The next order, placed Feb. 24, 2018, has frame 2010116, the width of which is also 125 mm. The next order was placed on Sept. 18, 2018, and again you chose frame 304316. Since these frames were 125 mm wide, and the frame that was too small for him was 117 mm wide, we recommend ordering frames close to 125 mm wide for your son. There’s a two mm leeway, so you could order frames for your son with frame width between 123-127 mm, and they should fit him well. For more specific instructions regarding frame measurements, please see this infographic, found toward the middle of the bottom of every Zenni Optical webpage: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. Another aspect of this order to which we would like to call your attention is the pupillary distance (PD) you entered for this order: 58 mm. The previous orders have a PD of 52 mm. However, we understand that PDs can change for growing children, particularly if the child has a growth spurt. Therefore, we want to recommend that you confirm that your son’s PD now is 58 mm. Regarding the store credit, we are sorry if our representative advised that we would issue the store credit before the glasses are returned, which is not our policy. The store credit is issued upon the return of the glasses. However, because you never received the emailed prepaid shipping label, and you were under the impression that the store credit would be issued even though the glasses were not returned, we are going to make a customer service exception to ask our lab to issue the store credit tonight, and you will not have to return the glasses. You should receive an email later tonight confirming that we issued the store credit, $39.16, to your Zenni Optical account. We trust that this resolves this matter to your satisfaction.

Hi, thank you for posting your complaint, which gives us another opportunity to address the issues regarding the glasses you ordered. Your first order, placed April 28, 2018, for progressives with blue-blocker lenses, has no comments in the database record of the order, so we are assuming you had no problems with those glasses. Your second order, placed May 27, 2018, was for two pairs of single-vision reading glasses, which, according to the notes in the order, was not what you intended to order. So you contacted us about this, and we invited you to send those two pairs of glasses back for a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account. Your third order, placed Aug. 13, 2018, was for progressives with blue-blocker lenses, and you used the store credit that had been issued when you returned the second order to pay for these glasses. There are no notes in the database record of this order, so, just as we did for the first order, we are assuming that you had no issue with these glasses. However, we were sorry to see that your fourth order, placed Nov. 22, 2018, was entered with minus numbers for the Cylinders, unlike the previous orders, which were ordered with plus Cylinders. But because this order was paid for partially with store credit, and partially from your PayPal account, Zenni Optical policy states that the store credit is available for the portion of the order paid for with the PayPal account, and for the portion of the order paid for with store credit, the only refund option is a 50 percent refund that goes back to the PayPal account originally used to pay for the order for which the store credit had been issued. We hope this information clarifies any confusion or misunderstanding you experienced regarding these orders.

Hi, thank you for posting your complaint about the service you received from our customer service representative and the time it has taken you to ship your Dec. 3, 2018, order. We welcome the opportunity to address this matter. We see that your first order with Zenni Optical, placed Nov. 23, 2017, with a rimless frame and non-prescription lenses, was mailed to you on Nov. 25, 2017, two days after you placed the order. Your second order with Zenni Optical, placed Nov. 21, 2018, also for a rimless frame and non-prescription lenses, was mailed to you on Nov. 29, 2018, eight days after you placed the order. It was delivered to you on Dec. 1, 2018, 10 days after you placed the order. We were sorry to read that you believed that we did not include the lens shape you ordered, although our lab confirmed that the lens shape in the frame was correct. Your Dec. 3, 2018, order, also for a rimless frame and non-prescription lenses, was mailed to you on Dec. 14, 2018, 11 days after you placed the order, and delivered to you on Dec. 17, 2018, 14 days after you placed the order. Of course, we are sorry for any annoyance you experienced as a result of the manner of our customer service representative, and for the different speeds of delivery on these orders. However, each of these orders was placed with Standard shipping, for $4.95, which comes with a delivery promise of 14-21 days from the day the order was placed. Each of these orders was delivered within the promised delivery time. We would like to mention that we have two faster delivery options: Priority shipping, delivered by the U.S. Postal Service, just like Standard shipping, but the delivery time promise is 10-14 days from the date of the order. This option is $8.45. Our fastest method is Express shipping, for $18.95, and the glasses are delivered by UPS to a physical location. We hope this information is helpful.

Hi, thank you for posting your complaint, which gives us another opportunity to address this matter. We were sorry to learn that you had a headache when wearing the glasses, and we want to apologize for any discomfort you experienced as a result. We were disappointed to read that when you contacted Zenni Optical about this issue, you declined to provide the polarities and values from the prescription you received from your eye doctor, which is a necessary prelude to an inspection. If the customer confirms that they entered the prescription and pupillary distance (PD) correctly, we will email the customer instructions to return the glasses for an inspection. We see that we emailed you instructions to return the glasses for an inspection even though you did not confirm the prescription and PD were entered correctly. Therefore, we hope that you will enclose with the returned glasses a copy of the prescription you got from your eye doctor, as well as confirmation how the PD was obtained (self-measurement, friend or family member measurement, or eye doctor measurement). If it turns out that the prescription or PD was entered incorrectly, we can offer you 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 could offer a 50 percent refund of the price of the glasses to the credit card you used to pay for them. If our inspection finds that you entered the prescription and PD correctly, and we made the glasses incorrectly, if you decline the remake, we can revisit your request for a credit card refund at that time. Thank you again for posting your complaint, and we look forward to resolving this matter to your satisfaction.

Hi, thank you for posting your complaint, which gives us an opportunity to address this matter. We were sorry to learn that when you received your glasses, you could not see well with them, and we want to apologize for any dissatisfaction you experienced as a result. According to the notes in the database record of the order, you entered your prescription correctly, but the number you entered for the pupillary distance (PD), which is just as important as a prescription for you to be able to see well with the glasses, was unconfirmed. We understand that you will have the PD measured, and confirm this measurement when you return the glasses for an inspection. If it turns out that the PD you entered is correct, we will inspect the glasses. If our inspection finds that we made them incorrectly, we can remake them for you for free. If our inspection finds that we made the glasses correctly but the PD was entered incorrectly, we can issue a 100 percent refund of the price of the glasses, minus the shipping fee, to your Zenni Optical account in the form of store credit. Then you may use the store credit to order the glasses again, with the correct PD. We look forward to receiving the returned glasses so that we may inspect them and email you the inspection results. Thank you again for posting your complaint, and we hope that when we have received and inspected the glasses, this matter will be resolved to your satisfaction.

Thank you for posting your very gratifying review of your experience and your wife’s experience buying various types of glasses from Zenni Optical. We are delighted to know that you find it easy to order your glasses on our website, and that our customer service representatives have provided excellent assistance. Moreover, we are happy to know that you are spreading the word about Zenni’s extremely affordable glasses. As a gesture of gratitude for your business, and for taking the time and making the effort to write and post your review, we are emailing you a token of appreciation that we hope you use on your next order with Zenni Optical. Thank you again for posting your comments. It is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you for posting your gratifying review. We are heartened to know that the price of your prescription eyeglasses is comparable to that of drugstore readers, and that your husband’s glasses are considerable less that what you would spend locally. We are grateful for your business and your kind remarks. As a token of our appreciation, we are emailing you an item we hope you will use on your next order with Zenni Optical. Thank you again for taking the time and making the effort to post your comments. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you so much for posting your charming and gratifying review of your experience ordering glasses from Zenni Optical. We are delighted to know that you are pleased with your glasses, our prices, and the accessories that come with the glasses. It is especially heartening to know that you are eager to spread the word about Zenni. We want you to know we enjoyed your review so much we shared it with our entire company. Moreover, as a gesture of gratitude for your delightful comments, we are emailing you a token of appreciation that we hope you will use on your next order with Zenni Optical. Thank you again for taking the time and making the effort to share your feelings about Zenni. It is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you for posting your complaint about the conflicting information you received regarding the shipment of your and your daughter’s eyeglasses. We are sorry that we were not able to provide accurate information to you as to when your glasses would ship, and we apologize for any dissatisfaction you experienced as a result of this conflicting information. The reason our representative advised that the order was placed with Standard shipping was to confirm that the glasses would not be late unless they were not delivered by Dec. 17, 2018. If you do not receive your glasses by then, please contact Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you by requesting a refund of the $4.95 shipping fee to your credit card. As of today, we are sorry to confirm that the U.S. Postal Service has not yet assigned a tracking number to the shipment. However, we do expect that this tracking number will be assigned later today. When this tracking number has been assigned, you should get an email with this tracking number to use to track the order at the postal service website. Once again, we apologize for the conflicting information you received, and we hope that you and your daughter will be happy with the glasses when you receive them.

Thank you for posting your very heartening review. We are delighted to know that the array of very attractive frames you have ordered from Zenni, plus the compliments you have received while wearing them, are helping you feel more confident, and that these fashionable frames have helped you realize your own sense of personal style. We want you to know that we are sharing your review with our Merchandising team, so they can bask in this confirmation that they are providing our customers with stylish frame choices. Moreover, as a gesture of gratitude for your taking the time and making the effort to write and post your review, we are emailing you an item that we hope you will use on your next order with us. Thank you again for your kind words. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you for posting your complaint about the sunglasses you receive from Zenni Optical that you advise had a defect on the lens. You are a valued customer, and we are sorry for any dissatisfaction you experienced as a result. It is our policy that when a customer complains about a defect in their glasses, we invite them to return the glasses for an inspection. However, if the customer advises that the defect would be visible in a photograph, we invite the customer to email the photograph to our lab, at service@zennioptical.com. When we see the defect, we advise the customer that we will remake the glasses for them, and the customer will not have to send the glasses back for an inspection. We are also sorry that you declined to send the picture to our lab that would show this defect. We want to resolve this matter to your satisfaction, and we want to encourage you to send this picture to our lab, so that we may view this defect and remake the glasses for you. Here is another email address, which goes directly to our U.S. headquarters office: Zenni-optician@zennioptical.com. You may email the picture to the first email address, and copy the second one, so our lab and customer service team at our headquarters can see the defect on the lens. We very much hope to receive this picture, so that we may resolve this matter for you.

Thank you for posting your complaint, which gives us an opportunity to address this matter. We were sorry to read that the four pairs of glasses on your first order with Zenni Optical were too big to fit you well, and we want to apologize for any disappointment you experienced as a result. We also want to mention that the dimensions of each frame on our website are listed under the enlarged picture of the frame, so that a customer may peruse these dimensions and determine whether the glasses will fit them well, by comparing the dimensions of the frames on Zenni Optical’s website in which you are interested with the dimensions of glasses you have now that fit you well and look good on your face. The frame width of two of the frames you ordered, 4413825 and 4413831, is 140 millimeters. The frame width of the other two frames you ordered, 125221 and 125214, is 139 mm. Therefore, we can safely assume that frames around 140 mm wide are too big to fit you well. Here is an infographic that can be found toward the middle of the bottom of every Zenni Optical page, which explains how to measure an eyeglasses frame: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. If you do not have a pair of glasses that fits you well and looks good on your face, we recommend that you visit an optical store, or a drug or dollar store, and try on some of the frames there. (At the drug or dollar store it would be sunglasses or reading glasses.) Bring a notepad, pen or pencil, and millimeter ruler or tape measure, so you can measure and write down the dimensions of the sunglasses and reading glasses that fit you well and look good on your face, then order frames with similar dimensions on the Zenni Optical website. The dimensions don’t have to be an exact match. You have a 2 mm leeway on each element of the glasses. Moreover, since you are within the 30-day warranty period on this purchase, we want to advise that in addition to the 50 percent PayPal account refund option, we also have an option to receive a refund of 100 percent of the price of the glasses, minus the shipping fee, in the form of store credit to your Zenni Optical account. With this in mind, we are emailing you the instructions to return the glasses for a 100 percent store credit refund, and we are also emailing you a prepaid shipping label to use for return postage. When we have received the returned glasses and issued the store credit, we will email you to confirm that the store credit is in your account, and that you may use the store credit toward the purchase of glasses that will fit you well. In addition, we are emailing you an item that expresses our apology that your first order with Zenni did not work out. We hope that you will use this item on your next order with Zenni. We hope you feel that this response and these emails will resolve this matter to your satisfaction.

Thank you so much for your very gratifying review. We are happy to know that you appreciate the quality of our inexpensive glasses, especially insofar as you acknowledge that your kids are tough on glasses. It is great that our product is so affordable it does not put a big dent in your budget to get a new pair. We are pleased that you find the ordering process on our website easy, and much more convenient than visiting an optical store to order glasses. We are grateful that you are spreading the word about Zenni to your friends and family members. As a token of our gratitude, we are emailing you an item that we hope you will use on your next order with us. Once again, we thank you for taking the time and making the effort to share your feelings about Zenni. We hope that you remain a satisfied Zenni Optical customer for many years to come.

Thank you for posting this review, thereby giving us another opportunity to address this matter. We were sorry to learn that your glasses did not work well for you. We had you return the glasses for inspection, found that they were indeed made incorrectly and immediately remade the order for you. We were extremely disappointed to hear that when we remade those glasses, you had problems with those as well. We apologize for any inconvenience this may have caused. Our records indicate that when you contacted us about being dissatisfied with the second pair, we offered to have you return those for inspection as we did with the first. We understand that at that point, you may not have wanted to go through the same process again; consequently, you chose one of our normal return options instead, which was the store credit. After reviewing your unique situation and taking into consideration your feedback here in your review, we will be removing the store credit from your Zenni account and instead will issue a full refund as you requested. Within 48 hours you should receive email confirmation of this refund. We sincerely appreciate your willingness to continue to use Zenni for your eyeglasses needs and to refer friends to us. For this reason, we would like to extend to you a small token of our gratitude which we will email to you today. We hope that you will use it on your next order and that it will help to ameliorate any distress you experienced with the initial order.

Hi, thank you for posting your complaint, which gives us another opportunity to address this issue. As we advised on a voicemail message we left for you today, we are sorry that these glasses did not work out. Moreover, we are going to refund to your credit card the amount you spent on these glasses using your credit card. You should receive an email from our lab later tonight, confirming this credit card refund with a transaction number. Once again, we are sorry that the glasses did not work for you and we apologize for the dissatisfaction you experienced as a result. We hope that this credit card refund resolves this matter to your satisfaction.

Hi, thank you so much for your very complimentary review of the glasses you received from your first order with Zenni Optical. We are delighted to know that you are pleased with the two pairs of glasses – one standard progressives, the other progressive sunglasses – you received. We hope that now, in light of your satisfaction with the price, the frames, and the prescription in your glasses, your wife will order her next pair from Zenni and save hundreds of dollars, too. Moreover, we are emailing you a token of our appreciation for your kind remarks and for taking a chance on Zenni. We hope that you use this item on your next order with Zenni Optical, and we hope that you remain a satisfied Zenni Optical customer for many years to come.

Thank you for posting your complaint about your experience with Zenni Optical. We were appalled to learn that you could not see well with the glasses you ordered from us, and that when you confirmed to our customer service representative that you entered your prescription correctly, and then sent the glasses back to us for an inspection, we advised that we received the returned glasses but could not locate them to inspect them. Then, to compound matters, we did not offer you a full refund to the credit card you used to pay for the order. We were very disheartened to learn of the abysmal service we provided you, and we profusely apologize for these lapses. Of course, we are asking our lab to refund the full amount you spent on this order, and you should get an email from Zenni Service later tonight confirming this full refund. We hope that this will resolve this matter to your satisfaction. We want to regain your trust and hope you will try ordering eyeglasses from Zenni Optical again. To this end, we are emailing you a token of apology that we hope you will use on another order with us.

Hi, thank you for posting your complaint about the bifocal lenses you received. We are sorry to confirm that the $17.00 bifocal lenses can no longer be ordered with a tint. We are also sorry for any frustration you experienced regarding your contact with our customer service representative. Insofar as you ordered the $17.00 bifocal lens in April 2015 and May 2017 with the 80 percent gray tint for $4.95, we apologize for your dismay that we no longer offer these bifocal lenses with this tint. Although we are happy that you apparently had no problems with the tinted bifocal lenses from your 2015 and 2017 orders, we want to confirm that customer complaints about the bifocals with the standard tint led us to discontinue this combination. We also apologize that the $57.99 polarized bifocal lenses are more expensive than the previous option of getting $17.00 bifocal lenses with an 80 percent gray tint for $4.95. However, we would like to mention that we offer 80 percent gray polarized clip-on sunshades, for $3.95. We hope that these sunshades, which could be ordered with the $17.00 bifocal lens, might provide a less-expensive, acceptable solution. In addition, we want to confirm that we emailed you the instructions to return these glasses. When we receive them, we will refund to your credit card 100 percent of the cost of the glasses, $28.90, as you requested. Moreover, as an extra measure of apology for this issue, as well as a token of gratitude for your business, we are emailing you an item that we hope you use on your next order with Zenni Optical. We also hope that you will remain a Zenni Optical customer for a very long time.

Hi, thank you for posting your complaint, for which we are grateful, because it brings this matter to our attention. We are sorry for any dismay you experienced based on the information that was provided to you regarding the shipping of your eyeglasses when you visited the UPS website. Insofar as Express shipping comes with a delivery promise of seven to 10 days from the date you place your order, we understand that when you contacted us on Nov. 24, 2018, the seventh day after you placed the order on Nov. 17, 2018, we advised that the shipment was still within the promised delivery time. Our customer service representative was correct in informing you that, until the 10th day had elapsed, a remake would not be ordered, because you still may receive the order. You telephoned us again, on Nov. 26, 2018, the ninth day after the order was placed, to request a remake again. On Nov. 28, 2018, the 11th day after the order was placed, you telephoned again, and because this was past the seven-10-day delivery time promise, we refunded your shipping fee. The next day, Nov. 29, 2018, UPS delivered the glasses to you. We hope that you are pleased with the glasses, and we trust that this matter is now resolved to your satisfaction.

Thank you so much for posting your gratifying review about the dozens of glasses you have ordered from Zenni in this year alone. We are delighted that you are happy with our bigger frames in bold, funky patterns, because our Merchandising team searches far and wide for fashion-forward frames. It is good to know they are pleasing you with their selections. Regarding the size issue you experienced, we want to mention our How to Measure Your Frame Size infographic, found on every Zenni Optical page, toward the middle of the bottom of the page: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This explains how to measure a frame you have that fits you well, so you can shop for frames on our website with similar dimensions. However, this may not be an issue with you, since you have frames that are in the size or sizes that fit you well. Therefore, you can simply check the dimensions of the frames you have that fit you well under the Details section below the enlarged picture of our frames on the Zenni Optical website. You will see the dimensions there. Thank you also, for spreading the word about Zenni. As a measure of gratitude for your business, as well as for taking the time and making the effort to share your feelings about your glasses, we are emailing you an item that we hope you will use on your next order with us. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you so much for posting your very complimentary review. We are delighted to know that you are happy with the glasses you have gotten from Zenni for yourself and your kids. As a token of our gratitude for your review and for being a long-time Zenni Optical customer, we are emailing you an item we hope you will use on your next order with Zenni. We thank you again for your comments, and we also hope that you will continue to be a Zenni Optical customer for a very long time.

Thank you for posting your complaint about the unsatisfactory experience you had with one of our customer service representatives. We were disheartened to read your description of the call, but we are sure that it was even more disheartening to you. We want you to know that we are forwarding your comments to the supervisors of this customer service team, so they can review with the entire team the standards of gracious, understanding, articulate, and effective customer service we expect all of our customer service representatives to uphold. We are very sorry we failed in this instance. Nevertheless, we see that you emailed our lab, and that they addressed the prescription issue with you. However, as a measure of apology as well as a token of appreciation for your bringing this appalling interaction to our attention, and to express 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 complaint, which gives us an opportunity to address these matters. We were very sorry to learn that the vision through the lenses of the glasses you received was blurry, and that you were expecting one pair to be permanently tinted sunglasses. Consequently, we want to apologize for any dissatisfaction you experienced as a result. Moreover, we would like to provide some information we hope will be helpful, since we see no notes in the database record of your order indicating you contacted Zenni Optical about the blurriness of the vision, and the lack of tint on the pair of glasses you expected to be sunglasses. Regarding the blurriness, we do not see any previous orders placed by you, so we cannot confirm whether the prescription and pupillary distance (PD) were entered correctly. 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. When you call, please have the prescription you got from the eye doctor handy, and please be prepared to confirm how the PD was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered the prescription and PD correctly, we will invite you to return the glasses for an inspection. We will email you the return-for-inspection instructions, as well as a prepaid shipping label you may use for return postage. If our inspection finds that you entered the prescription and PD correctly, but we made the glasses incorrectly, we can remake them for you for free. If it turns out that unfortunately, the prescription or PD was entered incorrectly, we can offer you one of two refund options: either a 100 percent refund of the price of the glasses, minus the shipping fee, to your Zenni Optical account in the form of store credit, or a 50 percent refund to the credit card you used to pay for the glasses. Regarding the tint, we want to confirm that you selected a gray photochromic tint, which turns dark in the bright sunlight and becomes clear again when you are out of the sun. Even though this purchase is outside our 30-day warranty period, we will be happy to make a customer service exception to accept the single-vision glasses back for a prescription inspection and the photochromic glasses back for one of the two aforementioned refund options. We very much hope to hear back from you so that we may resolve this matter to your satisfaction.

Thank you for posting your very gratifying comments about your Zenni Optical glasses on the Consumer Affairs website. We are delighted to know that you are happy with the glasses you have gotten from us. Because in your review you mention some aspects about ordering of which you are unaware, we would like to clarify how and where we describe the various progressive lenses we offer. You mention that, when you entered your prescription and were faced with numerous progressive lens choices, you hoped there would be more detailed information about each lens, which would enable you to make a more informed choice. Of course, we are sorry for any dismay you experienced regarding this matter. In addition, we would like to provide some information we hope will be helpful. First, we want to advise that in the intervening months since you placed your most recent order, approximately one year ago, we have expanded our progressive lens-type choices beyond the standard progressives that you ordered with the blue-blocking lenses. Now, once you select “progressive” as your lens type, you will see that, after Standard Progressives, we also offer two types of Workspace Progressives: Mid-Range Workspace Progressives and Near-Range Workspace Progressives. We provide detailed information about each of these three progressive lens types under “Recommended usage.” Moreover, once you select one of these progressive lens types, when you confirm your prescription you will see that among the many progressive lenses we offer, one will be “Recommended.” To learn more about this lens, as well as all of the others, we invite you to click on the teal circle with the white question mark inside, which follows the name and brief description of each lens. These teal circles are “Tool Tips,” and they explain the properties of each lens in detail. We have Tool Tips on various places on the Zenni Optical website, and each time you click on this item you will see a popup window that provides more information about the subject. We hope that this information is helpful, and we also hope that the next time you have a question about an item on our website you will be able to obtain the further information you seek by clicking on a Tool Tip. Of course, we also want to invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and the customer service representative who answers will be eager to answer any questions you may have. Since you mention the shipping times for your orders, we want to advise that we have three shipping options for U.S. orders: Standard shipping, which you selected on your first order with Zenni, placed Sept. 23, 2017. Standard shipping comes with a delivery-time promise of 14-21 days from the date the order was placed. These glasses were mailed on Oct. 12, 2017, the 19th day after the order was placed. If you received the glasses within two days after that, the delivery was within our promised delivery time frame. But if you received them past the 21st day, they were late. Unfortunately, the U.S. Postal Service does not retain delivery information past three months, so we have no way of knowing whether they were late. Nevertheless, we are going to assume they were, and we will ask our lab to refund the Standard shipping fee of $4.95 to your credit card. You should receive an email later tonight from our lab, which will be identified as coming from Zenni Service, confirming this $4.95 refund with a transaction number. Your subsequent order was placed with Priority Shipping, which cost $7.45 at the time of the order, Nov. 21, 2018. (It’s now $8.45.) This order left our office on Nov. 28, seven days from the date the order was placed. Because Priority shipping comes with a delivery-time promise of 10-14 days from the date of the order, we believe that, based on the date the glasses left our office in Northern California, you would have gotten them well within the Priority shipping delivery-time promise. We would like to mention our other shipping option, Express shipping, which comes with a delivery-time promise of seven-10 days. The glasses are delivered to a physical location by UPS, and this shipping method costs $18.95. We also hope this information is helpful. Finally, as a token of our gratitude for your gracious comments about your Zenni glasses, we are emailing you from the database record of your most recent order an item that we hope you will use on your next order from Zenni. Thank you again for posting your kind remarks. It is a privilege to serve your and your family’s eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you so much for posting your favorable remarks about your experience with Zenni Optical. We are delighted to know that you like our inventory and prices, and that you find the ordering process to be easy. We thank you again for your kind words about Zenni Optical, and we hope that you remain a Zenni customer for a very long time.

Hi, thank you so much for posting your very kind review of Zenni Optical. We are delighted that you appreciate our prices, which enable you to buy many pairs. We also are happy to know that you appreciate the customer service we provide. It is very gratifying to know that you have come to like all of the glasses you have purchased from Zenni Optical.

Hi, thank you for posting your complaint about the two pairs of glasses you ordered from Zenni Optical. Although both orders are considerably outside our 30-day warranty period, which starts the day the glasses are delivered, we made a customer service exception on your behalf to allow you to send each pair of glasses back to us for an inspection. The prescriptions you used on each order are slightly different, and we asked you to enclose each prescription you used to place each order. We received the glasses and inspected them, but although you enclosed a copy of the prescription and pupillary distance (PD) for the order from November 2016, the prescription and PD for the November 2017 order were not included with the glasses. We need these items to complete the inspection of the glasses from that order, so please email a copy of the prescription and PD for that order to service@zennioptical.com, making the order number the subject line of the email. Then we will be able to complete the inspection and email you the inspection results. We hope to receive the prescription and PD from you soon, so that we may resolve the issues with these glasses to your satisfaction.

Thank you for posting your review about your experience ordering your glasses from Zenni Optical. We welcome this opportunity to address your concern. As we advised in a reply email, after you emailed confirmation that the prescription you entered is correct, we took your eyeglasses order off hold and processed it with the prescription you entered. Moreover, since you were unable to reuse the promo code we provided for free shipping that you used on the first order, insofar as promo codes are good for one use only, we refunded to your credit card the $4.95 you paid for shipping on the second order, which provided the same discount that the promo code provided. The U.S. Postal Service advises that your eyeglasses should be delivered to you tomorrow, Nov. 2, 2018. We hope that you are pleased with the glasses, but if you have any issue with them, please telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. We trust that this resolves this matter to your satisfaction.

Thank you for your gratifying remarks about ordering eyeglasses from Zenni Optical. We are pleased that you find our prices affordable for you and your two children. We are taking your comments about the website and dropdown boxes, as well as our selection of sports frames. We are conveying these comments to our Merchandising team, so they will know of your desire for more frames in this style. Thank you also for your comments about our customer service and commitment to our delivery time frame, and refunding you when we do not meet that goal. Thank you again for your review. We consider it a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you for posting your very complimentary remarks about Zenni Optical. We were enormously gratified to read your kind comments, about our prices, selection, color options, the online ordering process, and our website features such as the Frame Fit® feature and our infographics. It is heartening to know that you are a very satisfied Zenni Optical customer. We consider it a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you for posting your complaint, which gives us another opportunity to address the issue you experienced with the photochromic progressive glasses from your July 2018 order. We are very sorry that the lenses of these glasses are not turning dark, and we want to apologize for any dissatisfaction you experienced as a result. We see no indication that you sent pictures of the glasses to us, so we could determine if the lenses are not turning dark in the bright sunlight. Since you placed another order for progressive glasses with photochromic lenses in October, and the U.S. Postal Service website states that these glasses were delivered to you today, we hope that these glasses turn dark in the bright sunlight. We telephoned you to discuss this matter, but we were unable to reach you, or to leave a message, because the outgoing message said your mailbox was full. Therefore, we emailed you to ask if you got the October order today, and if these glasses, as well as the ones from July, are turning dark in the bright sunlight. We hope to hear back from you in a reply to the email we sent you. If the glasses from the July order are not turning dark, we are committed to resolving this matter for you. If we do not receive a reply from you to the email we sent, we will telephone you again in a few days in the hope that we will be able to speak with you to determine how these two pairs of glasses are working, and resolve the photochromic issue if they are not turning dark. Thank you again for posting your complaint, and we hope to be able to discuss this matter with you very soon.

Hi, thank you for posting your gratifying remarks about Zenni Optical. We are delighted to know that you feel we have the most options available, and that you found using our website easy and our tools helpful in the order process. We thank you again for your kind words about Zenni Optical, and we hope that you remain a Zenni customer for a very long time.

Hi, thank you for posting your very gratifying review of Zenni Optical. We are delighted to know that you found ordering online easy, and that when you saw something different on our website from what was in your prescription, you were able to obtain assistance from coworkers. It was good to read that your orders were delivered quickly, and that you appreciate the customer engraving options we provide. We hope that your son’s friends will order from Zenni, and get personalized glasses from us, too! Thank you again for your comments. It is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you for posting your complaint, which gives us an opportunity to address this issue, and we were sorry to learn that your experience with Zenni was not as you had hoped. Unfortunately, we can't located your order with the email address you included in your complaint. Therefore, we cannot look up your order to review the matters you mention. We urge you to email service@zennioptical.com to describe this, with your order number, and anyone who answers will be eager to assist you. Thank you!

researched your orders, we saw that you contacted us to stop shipment of your first order of eyeglasses, because after placing the order you subsequently realized that you inadvertently entered an incorrect value for your pupillary distance (PD). We were sorry to read that when you first brought this matter to our attention, you felt that our customer service team’s response was confrontational, rather than gracious and committed to problem-solving. Consequently, we want to apologize for any dismay you experienced as a result. We were glad to read that afterwards, we did take a problem-solving approach: Although the glasses had been manufactured, they had not yet been shipped, so we were able to stop shipment of the order and issue a full refund of the amount you spent on the order in the form of store credit to your Zenni Optical account. You used this store credit to reorder your glasses with the correct PD on your next order, in November 2017, and we are happy to learn that you are satisfied with those glasses, and with the single-vision computer glasses you ordered in July of this year. However, as you mentioned over the telephone, seemingly permanent smudges have appeared on the lenses of the glasses from the November 2017 order, which may be a result of anti-reflective coating failure. As we confirmed in our phone conversation with you, we are emailing you instructions to return these glasses to us for an inspection of the anti-reflective coating. This feature has a one-year warranty, and this order is covered under this warranty. We are also emailing you a prepaid shipping label you may use for return postage. We will be eager to get these glasses back (which we understand will be coming to us in the green frame, 326024), and when we have inspected them, we will email you the inspection results. If our inspection finds that the anti-reflective coating has failed, we will offer to remake the glasses for you for free, or if you prefer, issue a 100 percent store credit refund to your Zenni Optical account. Thank you again for posting your review. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you for posting your review, which gives us another opportunity to address this matter. We are sorry some delay due to the lab routine maintain and and we are doing all we can to have orders shipped out to our customers as quickly as possible as we understand each order is special. We would like to send you a selection of extra screws and washers for the lens connection, extra nose pads and screws and washers for the nose pad connection (these are the longer screws), and the screwdriver tool, which can be used to tighten the screw that is currently loose. We hope these items enable you to fix your frame-lens connection, and that this resolves this matter to your satisfaction. If you like this option, we want to invite you to email to service@zennioptical.com with your confirmation and the order number and frame number so we can follow up.

Once again, we are very sorry about your experience with this order. We are striving to correct and improve the situation you experience and we hope that you will give us another opportunity to assist you. Thank you!

Hi, we want to thank you for your comment which gives us an opportunity to address this matter. We are doing all we can to have all orders shipped out to our customers as quickly as possible as we understand each order is special. It was disheartening to find this order is still in transit to our shipping center and will be sent to you at the beginning of next week, and we're so sorry about the long wait to receive your glasses. As a courtesy, we have refunded you the shipping fee and emailed you the transaction information.

Once again, we are very sorry about your experience with this order. We are striving to correct and improve the situation you experience, we hope you’ll shop with us again in the future. Thank you!

Hi, thank you for posting your complaint, which gives us an opportunity to address this issue, and we were sorry to learn that your experience with Zenni was not as you had hoped. Unfortunately, we can't located your order with the name and email address you included in your complaint. Therefore, we cannot look up your order to review the matters you mention. We urge you to email service@zennioptical.com to describe this, with your order number, and anyone who answers will be eager to assist you. Thank you!

Thank you so much for posting your very complimentary review of your experience with Zenni Optical. It was heartening to know you have gotten many pairs of glasses from us, including polarized sunglasses. As an expression of our gratitude for our strong business relationship, we are emailing you from the database record of your most recent order an item that we hope you will use on your next order with Zenni Optical. Thank you again for posting your gratifying comments. It is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you for posting your comments about your experience ordering your glasses from Zenni Optical. We were pleased to read that you found the ordering process fast and easy, and that you are happy with the prices and quality of the glasses you get from us. Since you mention that uploading your picture using our Frame Fit® feature did not work for you, we looked at the two pairs of glasses on your two orders, one from September 2017, the other from March 2018, each with the same prescription. The first order includes frame 6498921, which has a frame width of 142 millimeters. For these glasses, you used a pupillary distance (PD) of 65 mm. Your second order includes frame 366621, which has a frame width of 128 mm. For these glasses, you used a PD of 52 mm. We see no notes in the database record of either order indicating you called to complain about the size of the glasses or the vision through the lenses. This is surprising, since the two frames have very difference frame widths, indicating that at least one of these frames would not fit you well if the other one did. Also, because the two PDs are very different, we are surprised that you did not contact us to advise that, with at least one of these pairs of glasses, you had a hard time focusing with both eyes through both lenses. We want to confirm that it is important to get the PD measured accurately, either from the eye doctor who provides the prescription, or, if the eye doctor declines to provide this measurement, by a friend or family member, or by measuring it yourself. The PD determines where our lab technicians place the optical center on each lens, and the optical center is a crucial factor in your being able to see well through the lenses. We have an instructional infographic and a how-to video that explains how to measure the PD. Here’s the link to the How to Measure Your Frame Size infographic, which includes a link to a downloadable PD ruler: https://www.zennioptical.com/measuring-pd-infographic. Here’s the link to the How to Measure your PD video: https://www.zennioptical.com/c/how-to#howto-measure-pd. In addition, we have another infographic that is very useful in determining the frame size you need for a frame to fit you well. We advise that you measure a pair of glasses you have now that fits you well and looks good on your face, then shop for a frame on the Zenni Optical website that has similar dimensions. It does not have to be an exact match. You have a 2 mm leeway on each element: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. We hope this information is helpful. Of course, if either frame, 6498921 or 366621, fits you well, you may take note of the dimensions listed under the enlarged picture of the frame on our website, under Details, and shop for frames with similar dimensions. With this in mind, and as a gesture of thank you for your business and for posting your comments, we are emailing you from the database record of your most recent order a token of our gratitude. We hope that you will use this item toward your next order with Zenni Optical. We also want to mention that, if you have any issue with the next pair of glasses you get from us, we have a 30-day warranty period, which starts the day the glasses are delivered. Thank you again for posting your comments. At Zenni, we believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Thank you so much for posting your very gratifying comments about Zenni Optical’s variety of frames, prices, user-friendly website, Frame Fit® feature, and the quality of our prescription lenses. Since you mention that it seems that our inventory has shrunken, we want to confirm that, although we do discontinue frames from time to time for various reasons – usually because they’re poor sellers, or they have prompted multiple quality complaints from customers – we want to confirm that we are offering more than 100 different prescription and nonprescription lens types and more than 2,600 frames in our current inventory. We thank you again for writing. As an indication of our gratitude for your business, and that you took the time and made the effort to write, we are emailing you from the database record of your most recent order a token of our appreciation, which we hope you will use on your next order with Zenni Optical.

Hi, we want to thank you for your comment which gives us an opportunity to address this matter. And we're sorry about the long wait to receive your glasses. We have checked and found you have contacted our customer service to address the matter. We have responded with refunding you the shipping fee as a courtesy and offering a free remake. Please feel free to telephone us at 1-800-211-2105 or email at service@zennioptical.com to let us know your confirmation so that we can follow up.

Once again, we are very sorry about your experience with this order. We are striving to correct and improve the situation you experience and we hope that you will give us another opportunity to assist you. Thank you!

Thank you so much for posting your gratifying comments about ordering glasses from Zenni Optical. We were delighted to see that you are a longtime customer who has placed 15 orders with us since 2012. It is good to know you find the ordering process easy, and of course we are heartened to read that you feel we are the best optical retailer. We are grateful that you took the time and made the effort to post your thoughts about ordering from Zenni. Out of gratitude for your review and our strong business relationship, we are emailing you from the database record of your most recent order a token of our appreciation that we hope you will use on your next order with Zenni Optical. We believe that it is a privilege to serve your eyeglasses needs, and we hope to do so for many years to come.

Hi, thank you for posting your complaint, which gives us another opportunity to address the issue of your package having gotten lost at the UPS facility in Lake Charles, Louisiana. We were very sorry to learn of this lapse in delivery by UPS, and we want to apologize for any dissatisfaction you experienced as a result. We see that you contacted Zenni Optical Customer Service twice today to ask about this, and that our customer service representative advised that you wait a few days for the result of the UPS investigation. Contrary to this, we want to confirm that we are directing our lab to rush a free remake of your order, which we will deliver to you via Express mail. In addition, since today is the 14th day after you placed the order, and our Priority shipping promise is 10-14 days from the date you place the order, we are refunding the original Priority shipping fee, $8.45, adding this refund to the refund of $10.50 we issued on Oct. 3, 2018, for a full Express shipping refund of $18.95. You should receive an email from our lab later tonight with the confirmation of the $8.45 refund to your PayPal account and the new order number for the rushed remake. Should UPS find and deliver the package containing your original order, you will have four pairs of glasses for the price of two. If you have any issues with the glasses when you get them, only two of the pairs from one of the orders will have return value. We apologize again for the delivery lapse, and we are grateful that you posted this complaint, so we could address this issue for you. We trust that the free remake and full shipping fee refund will resolve this matter to your satisfaction.