Zenni Optical Reviews

Hi, thank you for posting your Zenni review of the sunglasses you received. We were very sorry to read that you can see glue around the edge of the lens, and we apologize for any dismay you experienced as a result. In addition, we were disturbed to read that the color of the tint is not dark gray, as you had selected. We profusely apologize for this, as well. If you can take a picture of the lenses that shows the glue on the edges and the “green oil spill” color of the lens tint, we invite you to email this picture to us at service@zennioptical.com. Please put your order number in the subject line of the email. When we see the glue around the lens edges and the incorrect color of the tint, we will email you confirmation that we are remaking these sunglasses for you. We hope that you are pleased with the clear glasses on this order, and the glasses on the subsequent order, which the carrier confirms was delivered to you on September 6, 2019. Nevertheless, we look forward to receiving the picture that shows the defects on the sunglasses, so that we may remake them for you and, we hope, resolve this matter to your satisfaction. In addition, as an extra measure of apology for this matter, as well as a gesture of our gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of one lens coming out of your sunglasses frame. You are a valued customer, and we were sorry to learn that after this lens came out of your sunglasses you lost it. Insofar as you write that we confirmed that we do not replace lenses only for a pair of glasses, we apologize for any dissatisfaction you experienced as a result. We do not see any notes in the database record of this order indicating that you contacted us about this matter, so we believe that you are referring to the email communication you had with our customer service team in June 2018 about replacing a scratched lens from glasses you ordered in May 2018. However, this current order is only a few days outside the 30-day warranty period, and we are sorry that you did not contact us about it, so we could offer to remake the sunglasses for you. Therefore, since your posting of this review has enabled us to learn that you lost this lens, we want you to know that we are going to remake these sunglasses for you for free. You should receive an email later tonight from our lab, confirming that we are remaking your sunglasses with a new order confirmation number. We hope that this will resolve this matter to your satisfaction. Moreover, as an extra 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 Zenni review of the frame you ordered in November 2018, on which a temple arm broke. We were sorry to learn that the frame’s temple arm broke, and we apologize for any dismay you experienced as a result. We are also sorry that you did not contact us about this, since we could have assisted you with this matter. We have a 30-day warranty period on the glasses, which starts the day the glasses are delivered. If your frame breaks during this warranty period and you let us know, by calling Zenni Optical Customer Service, at 1-800-211-2105, or having an online Chat with us (the Chat feature is on the lower right-hand side of every Zenni Optical page), or emailing us at service@zennioptical.com, we will send you a free replacement frame. If you need to replace your frame after this 30-day warranty period, a replacement frame is half price. The full price of this frame, model 4435012, with prescription or optical-quality non-prescription lenses, is $32.95. Therefore, a replacement frame, sent with placeholder, non-optical-quality lenses, is $16.48. We want to confirm that a full-rim frame such as this one, as well as the two frames on your August 30, 2019, order, are the easiest types of frames in which to swap lenses. Here is a how-to video that explains the process: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. Insofar as you were unaware of the warranty on frames, as well as the option of ordering a replacement frame at half-price, we are going to make a customer service exception for you and ask our lab to send you a free replacement frame 4435012. You should get an email from our lab later tonight, confirming that they are sending you this replacement frame. Then you will be able to swap the lenses from the frame with the glued temple arm into the new frame. Moreover, as another expression of apology for your frame’s temple arm breaking, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the issues you experienced trying to order Premium Sunglasses during the recent promotional period for this product. We were sorry to learn that you were unable to use the 3D try-on feature effectively, and that our customer service representatives were unhelpful regarding this matter. Consequently, we apologize for any dismay you experienced as a result. In addition, we would like to recommend that you use a different tool that is on every page of our website, toward the middle of the bottom of the page. It is our How to Measure Your Frame Size infographic: https://www.zennioptical.com/measure-eyeglass-frame-size-how-to. This infographic explains how to measure an eyeglasses frame you have now that fits you well and looks good on your face, so that you may determine the dimensions of these eyeglasses. Then you may shop for a frame on the Zenni Optical website that has elements that match these dimensions within 2 millimeters. You have a greater leeway on the temple arms, 3-4 mm. We hope that this information is helpful. Moreover, insofar as you were not able to make the virtual try-on feature work, and the promotional period for Premium Sunglasses is over, we will make a customer service exception for you to retroactively receive the 30 percent discount on your order if you email your order number to service@zennioptical.com and advise that we offered you the 30 percent discount retroactively. We look forward to hearing back from you, so that we may issue this promotional discount on your order for Premium Sunglasses that you will have determined will fit you well by confirming that the dimensions of the frame you order from us are close to the dimensions of the frame you have that fits you well. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the progressive glasses you received. We were sorry to learn that the position of the progressive reading corridor interferes with your using the distance and intermediate portions of your lenses successfully, and we apologize for any dismay you experienced as a result. Insofar as the half-rim brown frame you selected for your July and August 2019 orders, model 583615, with magnetic snap-on sunshades, has a lens height of 33 millimeters, apparently this lens height is not tall enough to enable you to use the distance and intermediate portions of the lenses effectively, and we apologize for this, as well. Therefore, we recommend that you select frames with lens heights of 35-37 mm, and those should provide more distance and intermediate vision coverage. Moreover, since you refer to the blurriness of the lens edges, we want to confirm that the free form style of progressives we provide offers no correction on either side of this reading corridor, which is approximately 12-14 mm wide, about half the width of a standard bifocal segment lens. We recommend that customers point their nose at what they are reading or viewing through the progressive reading corridor, rather than moving their eyes from side to side, to use the intermediate (computer) and near (reading) vision sections successfully. Because the August order was paid for entirely with store credit, we regret that a subsequent store credit refund for these glasses is unavailable, and we are sorry for this, as well. Nevertheless, we can offer you a 50 percent refund of the price of these glasses to the credit card you used to pay for the July order. In addition, as an extra measure of apology for this matter, as well as a gesture of appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the refunds you received when you returned your latest order. We are sorry for any confusion or misunderstanding you experienced about our refund options when an order is paid for partially with store credit, and partially with a credit card, 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. First, about the bridge of your pink translucent frame 662819 being too small, we want to advise that the bridge length of this frame is 16 millimeters. We want to recommend that when you are searching for frames on the Zenni Optical website, you use this tool that will help you find a frame that will fit you well. It is our How to Measure Your Frame Size infographic, found toward the middle of the bottom of every page of our website. If you have received a frame from us that fits you well, you may take note of the dimensions under the enlarged picture of the frame. But if you have a pair of glasses that fits you well that you got elsewhere, this infographic explains how to measure each element of a frame, so that you may determine the dimensions you need for a frame to fit you well. It does not have to be an exact match. You have a 2 mm leeway on each frame element, with a 3-4 mm leeway on the temple arms. We hope that this infographic will be useful for you. In addition, regarding our refund options, when an order is paid for entirely with a credit card and they want to return the glasses for a refund rather than an inspection for any possible manufacturing defect, the options are either a 50 percent refund of the price of the glasses, minus the shipping fee, to the credit card, or a 100 percent refund of the price of the glasses, minus the shipping fee, in the form of store credit to the customer's Zenni Optical account. When a customer returns an order that was paid for partially with store credit and partially with a credit card, the refund we offer is a 100 percent refund of the part paid for with the credit card in the form of store credit, and a refund to the credit card of 50 percent of the amount paid for with store credit. This order was paid for with $82.00 from your credit card and $19.85 from your store credit, which was issued on April 5, 2019, when you returned the glasses from your March 14, 2018, order, o1260704258. We refunded the $82.00 in the form of store credit in accordance with our refund policy. The $7.45 refund to your credit card represents the 50 percent refund of the amount of store credit used, after the $4.95 shipping fee, which we do not refund, was deducted from the store credit. $19.85 minus $4.95 is $14.90. Half of $14.90 is $7.45, which was your credit card refund. We hope that this clarifies to your satisfaction how these refunds were determined. Moreover, as an extra measure of apology for this matter, as well as a gesture of appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review, in which you advise that you believe we did not send you the frame model you ordered. We were sorry to read that you believe that we sent you the wrong frame, and we apologize for any dismay you experienced as a result. We understand your concern, insofar as the tortoiseshell frame (4417325) has more yellow in its tortoiseshell pattern as seen in the website picture, and the picture you provided also shows yellow, not beige, as part of the frame’s tortoiseshell pattern. The pattern frame (4417339) has beige, not yellow, in its tortoiseshell pattern, so as a courtesy, we are going to send you a free replacement frame 4417339, and we will advise our lab to make sure that when they select the replacement frame, they select one that matches the website picture of 4417339, with beige in the color pattern, not yellow. We hope that, when you receive this replacement frame that matches the picture on the website of 4417339, this matter will be resolved to your satisfaction. Moreover, as an additional measure of apology for this issue, as well as a gesture of our appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for your Zenni review of the progressive glasses you received from us. We wee sorry to learn that the relative narrowness of the free form style of progressives we offer does not provide a wide enough progressive reading channel for you to use the glasses effectively. Consequently, we apologize for any disappointment you experienced as a result. The notes in the database record of your order for progressive glasses confirm that our representatives conveyed to you how our progressives work, and we hope that this information sufficed to explain how to use these progressive glasses. Insofar as you indicate that you are pleased with the single-vision glasses you received last year, we hope that you will place more orders for single-vision glasses, perhaps single-vision distance, computer, and reading glasses. As an extra measure of apology for your disappointment with the progressives, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Thank you for posting your Zenni review of the glasses you received from us. We were sorry to learn that you could not see well with the glasses, and we apologize for any disappointment you experienced as a result. We are also sorry that you declined to discuss the prescription, pupillary distance (PD) or any other aspects of the glasses, so that we could assist you further – perhaps with the return of the glasses for an inspection. If the inspection had found that we made the glasses incorrectly, we could have remade the glasses for you for free. Insofar as you ordered progressive glasses, the issue may have been the placement of the progressive segment height. Nevertheless, insofar as you advised that you wanted to return the glasses for a 50 percent refund of the price of the glasses to your PayPal account, rather than a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, so you could use the store credit toward another order, we emailed you the pertinent refund instructions. When we receive the glasses, we will issue that refund, and we hope that you find an optical retailer that is more to your liking.

Hi, thank you for posting your Zenni review of your glasses, which we were sorry to learn were not working for you. Consequently, we apologize for any disappointment you experienced as a result. Moreover, we would like to provide some information we hope will be helpful. As we advised when we emailed you the results of our inspection of the glasses, and when we spoke with you over the telephone yesterday, the prescription was entered correctly. However, the pupillary distance (PD) was entered as 60 millimeters on the order, although when you sent the prescription, you confirmed that the correct PD value is 66 mm. Our inspection found that the glasses were made correctly based on the prescription provided by the eye doctor and the PD that was entered. However, the issue you describe when you looked through the lenses sounds very much like an issue that occurs when an incorrect PD is entered. Because you confirmed that you performed the two discrepant measurements of your PD, we encourage you to get your PD professionally measured before you order the glasses again, so you can be confident that the PD value is correct. The store credit is a one-time use, so if an error is made on an order paid for entirely or mostly with store credit, the refund option becomes a 50 percent refund of the amount of store credit you used back to the original source of payment, in this case a PayPal account, which is the other refund option we initially offer when a customer orders incorrectly. If your eye doctor declines to provide your PD measurement, employees of optical departments in stores such as Costco, Target, Sears, or Walmart will measure your PD either as a courtesy or for a nominal fee. At your request, we issued the 100 percent store credit refund yesterday, and it is now available for you to use to reorder your glasses with the correct PD. As an additional measure of apology for this matter, as well as a gesture of gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the progressive glasses you received from us. We are sorry that we initially could not locate your order with the information you provided. It was an issue with our database, not the information you provided, which did enable us to find your three orders. We were sorry to learn that the near vision reading segment of your progressive reading corridor seemed too low for you to use effectively, and we apologize for any disappointment you experienced as a result. The first frame you selected, cat-eye tortoiseshell frame 283625, has a frame width of 136 mm, and, salient to the issue you experienced, a lens height of 37 millimeters. Since the progressive reading corridor begins at 5 mm up from the center of the lens, this means that the section with intermediate (computer) vision starts at approximately 23-24 mm up from the bottom. The second pair of glasses you ordered, curved rectangular pink tortoiseshell frame 4420319, has a frame width of 132 mm and a lens height of 33 mm. We were sorry to learn that you felt that this frame was too large for you, since it is smaller than the frame from your previous order. We hope that you are pleased with the glasses on your most recent order, partially paid for with the store credit we issued when you returned 4420319, containing cat-eye brown frame 4426015, which has a frame width of 142 mm and a lens height of 38 mm. These glasses were delivered to you on Aug. 24, 2019, according to the website of the U.S. Postal Service. We see no notes in the database record of this order, so we hope that you are pleased with these glasses. However, 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.

Hi, thank you for posting your Zenni review about the glasses you ordered from us and did not receive. We were sorry to learn that you did not receive your glasses from the order you placed on Feb. 21, 2019, and we apologize for any dissatisfaction you experienced as a result. We are also sorry to read your observation that our website will not permit tne entry an address that is a post office box, rather than a physical residence, on the shipping address fields. However, on the shipping address fields, a customer may enter a post office box on Address line 1. However, sometimes an address must be entered in a way that the U.S. Postal Service requires, which will show up on the website as a suggested address. We see that you entered the post office box and a street address on this February order, as well as on the July 6, 2019, order, and on the February 2019 order you did enter in the Special Instructions box on the shipping address page of our website a note advising that the glasses should be left in your post office box or at the back door of the residence. Insofar as the U.S. Postal Service does not retain tracking information past 120 days, we cannot see information on the post office website, usps.com, regarding the shipping of this order. However, the U.S. Postal Service advises that the order you placed on July 6, 2019, has been available for pickup as of July 18, 2019. They refer to “the Wicomico Church,” but it appears that Wicomico Church is the name of the unincorporated community where you reside, not necessarily the Wicomico Parish Church. If you have not yet picked up the glasses, we want to recommend that you contact your local post office, advise them of what you see on the postal service website, and determine where the glasses are available, and whether the postal carrier can bring them to your residence or whether you will need to pick up the glasses. Nevertheless, insofar as you advise that you never got the February 2019 order, as a courtesy we are going to issue a full refund of what you spent on this order to the credit card you used to pay for it. Our lab will issue this refund and email you the refund amount with a transaction number, in case you need to contact your credit card-issuing bank about the refund. In addition, we want to confirm that all Zenni Optical orders have a 30-day warranty period, which starts the day the glasses are delivered. Even though you did not contact us within the 30-day period after the February 2019 order was placed, we are making a customer service exception to issue this refund. In addition, since you mention that you would like written confirmation mailed to your post office box that we read your review, we are sending you a letter with this information. We also will write to you with the refund confirmation and transaction number once the refund has been issued. Moreover, we are also going to email and regular mail you an item that we hope you will use on your next order with Zenni Optical. We hope that these measures will resolve these matters to your satisfaction.

Hi, thank you for posting your Zenni review of the shipping time of your order and the size of the glasses and their nose pads, as well as the positioning of the lenses that interferes with your effectively using the three focal fields in your progressive glasses. We were sorry to learn that there was a discrepancy as to when we advised that the glasses were mailed to you, and that the nose pads and frame were too small for you to use the glasses successfully. Consequently, we apologize for any dissatisfaction you experienced as a result. Regarding the different dates of which we advised, we want to confirm that July 16, 2019, is the date that the glasses left our lab to be sent to our U.S. headquarters office, from where the glasses were mailed to you. Federal Express picked up the glasses from our headquarters on July 18, 2019, and they arrived at the FedEx location in Memphis, TN, on July 19, 2019. FedEx delivered them to you on July 20, 2019. We trust that this clarifies the shipping dates. We are also sorry about the size of the nose pads. The nose pads that come with this frame are the largest ones we provide, and we apologize that these are too small for you. Although you refer to an attached picture, we are also sorry to advise that we do not see a picture attached to the database record of your order, nor do we see one attached to your review on the Consumer Affairs website. Since you mention that the positioning of the nose pads makes It difficult for you to see through the different progressive focal fields, we want to advise that you may spread the nose pads apart to lower the glasses on your face, so that you can use the reading section of the lenses more effectively. Regarding the size of the frame, we also want to advise that this frame’s width is 134 millimeters, which we consider a small frame. We also want to advise that the dimensions of our frames are listed under the enlarged picture of the frame on our website. You refer to a frame you have, which is larger than the frame of these glasses, in frame 328121. We have a tool on our website that is very useful in determining the dimensions you need for an eyeglasses frame to fit you well. It is our How to Measure Your Frame Size infographic, which can be found toward the middle of the bottom of every page of our website. This explains how to measure an eyeglasses frame you have now that fits you well and looks good on your face, so you may determine the dimensions of that frame, and shop for one on the Zenni Optical website that matches those dimensions within 2 mm. You have a wider leeway on the temple arms, 3-4 mm. You are within our 30-day warranty period on this order, so if you would like to return these glasses for one of our two refund options – either a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the credit card you used to pay for the glasses – please telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us. The Chat feature is found on the lower right-hand corner of every Zenni Optical page. You may also email us, at service@zennioptical.com, and if you choose this method, please put your order number in the subject line of the email. We look forward to hearing back from you, so that we may resolve these matters to your satisfaction. In addition, as an extra measure of apology for this matter, as well as a gesture of appreciation for your trying Zenni Optical, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the order of replacement glasses you received, after your son stepped on and broke his previous pair in the same frame. We were sorry to learn that you son broke his glasses, but we are pleased that you received the replacement pair quickly, and that your son is happy that he has his glasses back. As a gesture of appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Thank you for posting your Zenni review of the glasses you received. We are sorry that you are dissatisfied with these glasses, and we apologize for the dismay you experienced as a result. As we advised when you had an online chat with us on Aug. 14, 2019, we cannot accommodate your request for an optical center height of 33 millimeters. As we advised during the chat, our optical center for single vision lenses is one millimeter above the vertical center line of the lens. The frame you selected, 232921, has a lens height of 44 mm. That puts the optical center at 1 mm above the 22 mm vertical optical center line of the lens, at 23 mm. We see no notes in the database record of your Sept. 10, 2018, order, indicating that you had any issue with those glasses. The frame on that order is 461821, and you ordered progressive lenses. The lens height of those glasses is 32 mm. The progressive reading corridor, where the intermediate (computer) and near (reading) vision are, starts at approximately 5 mm above the center line of the lens. The vertical midpoint on this lens is 16 mm, and 5 mm above this is 21 mm. Therefore, you should have approximately 11 mm of distance vision on those lenses, with the progressive reading segment starting just below that. Since you refer to 33 mm as the optical center, we are wondering if you may be referring to the dual pupillary distance (PD) value, 33 mm from the center of the bridge of your nose to the center of the pupil of each eye. This represents the horizontal placement of the optical center of each lens. As our representative advised, to get a lens that has a vertical optical center of 33 mm, the lens would have to be 64 mm tall, and we do not offer any glasses with lenses of that measurement. As we previously advised, we can offer you a refund of 100 percent of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the credit card you used to pay for the order. Please telephone Zenni Optical Customer Service, at 1-800-211-2105, or have another online chat with us, if you would like to pursue one of these refund options. We hope to hear back from you, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the experience you had ordering one of the pairs of glasses on your most recent order. We were sorry to read that the email we sent you about this frame on this order, on July 16, 2019, the day after you placed it, and again on July 22, 2019, after we did not hear back from you in response to the previous email, went directly to your spam folder and that you did not see them. We were also sorry that the telephone calls we placed to you on July 22, 2019, about this order were not returned. When we had no response from you by July 26, 2019, we canceled the frame about which we emailed you, model 181717, and refunded the amount you spent on these glasses to the credit card you used to pay for this order. We manufactured and mailed the other pair of glasses to you. We are also sorry that you could not reinstate a canceled pair of glasses on this order, and we apologize for any dissatisfaction you experienced as a result. We advised that you could place a new order, for the glasses in a frame that would not result in lenses that would be too thick, which was the issue about which we tried to contact you regarding the glasses we canceled. However, we were sorry to learn that you were unable to use the promo code we provided on a subsequent order, and that you declined another promotion we offered. We regret that these issues occurred on this order, but we hope that you are pleased with the glasses the U.S. Postal Service confirmed that they delivered to you on Aug. 7, 2019. As an additional measure of apology for these issues, we are emailing you another item that we hope you will use on your next order with Zenni Optical, we hope for the sunglasses you had intended to order, in a frame that will work for the prescription. We trust that this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the glasses that Canada Post and Landmark Global Shipping confirmed were delivered, but which we were sorry to read you did not receive. We understand that the apartment number was placed before the street name and number of your address, but this apparently did not interfere with the carrier delivering the glasses to a community mailbox. Moreover, we see that an order placed by you in December 2018 was delivered successfully, even though the address was entered with the apartment number first, then the street number and name all on the same line. Therefore, we are also sorry that, since the glasses from that order were delivered without incident in January 2019, we are puzzled that entering the address this same way perhaps posed an obstacle to your receipt of this order. Nevertheless, we are going to direct our lab to remake your glasses and send the new order to your address, which we changed on the shipping address of the order to put the apartment number on a separate line, after the line with the street number and name. You should receive an email later tonight from our lab, confirming the order number for the remake. If you receive both orders, please feel free to keep them both, but if you have any issue with the glasses, only one pair will have refund value. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the nose pad prong coming off the frame, and since you contacted us outside the 30-day warranty period, we were sorry to learn that our customer service representative declined to assist you regarding this matter other than advising you to order a replacement frame at half price. We were also sorry to learn that the nose pad prong broke. We apologize for this happening and that we declined to assist you with this matter. Insofar as you requested that we contact you about this matter, we are pleased that you took our call this morning, during which we apologized for the nose pad prong breaking off the frame, and confirmed that, as a customer service exception, we will remake these glasses for you for free. We are happy that you accepted this option, and we want to advise that you should receive an email from our lab later tonight, confirming the remake of your glasses with a new order number. Insofar as you are a little dubious about the quality of this frame, since the nose pad prong broke off, we want to encourage you to contact us immediately if any issue occurs with the remade pair of glasses. We trust that this will resolve this matter to your satisfaction. As an additional measure of apology, as well as a gesture of our appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the most recent pair of eyeglasses you ordered. We were very sorry to learn that there were issues with the prescription your eye doctor provided, and we apologize for any dismay you experienced as a result. We see no notes in the database records of the five orders you placed prior to the one that was problematic. However, we want to advise that the prescription you provided is not the kind of official prescription, on letterhead from the eye doctor’s office, that an eye doctor should provide their patients. An eye doctor who declines to provide your prescription is breaking the law, specifically the Health Insurance Portability and Accountability Act, which requires medical professionals to provide their patients with their medical records, and an eyeglasses prescription is part of these medical records. Because there was an issue with the prescription you used, as provided by this eye doctor, we want to urge you to contact this eye doctor’s office and advise that you need a copy of the official prescription, on letterhead. If they decline to provide this, we recommend contacting your state’s attorney general and finding a different eye doctor. We hope that the new order you placed, which should be delivered to you later this week, has a correct prescription. If you have any issue with these eyeglasses, please do not hesitate to contact Zenni Optical, at 1-800-211-2105, and anyone who answers will be eager to assist you. Moreover, as an extra measure of apology for this matter, as well as a gesture of appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the glasses your daughter received. We were very sorry to learn that she is getting headaches while wearing the glasses and cannot see well with them. Consequently, we apologize for any dismay you and she experienced as a result. We see no previous orders placed by you, so we cannot compare the prescription and pupillary distance (PD) you entered with that of another order for eyeglasses for your daughter. 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 your daughter’s PD was obtained – self-measurement, friend or family member measurement, or eye doctor measurement. If you confirm that you entered your daughter’s 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 you entered the prescription and PD correctly, but our inspection finds that we made the glasses incorrectly, we can remake them for you for free. If it turns out that unfortunately, the prescription 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 PayPal account you used to pay for the glasses. If the wait to speak with a customer service representative is lengthy, you may have an online Chat with us (the Chat feature is toward the bottom of the right-hand side of every Zenni Optical page) or email us at service@zennioptical.com. We very much hope to hear back from you, so that we may resolve this matter to your and your daughter’s satisfaction.

Hi, thank you for posting your Zenni review of the experience you had ordering eyeglasses from us with Blokz™ blue-blocking lenses. We were sorry to learn that you did not like the first frame you selected, so you sent these glasses back to us, received a 100 percent refund in the form of store credit to your Zenni Optical account, and then used the store credit to order another pair of glasses in a frame you preferred. We were also sorry to learn that those glasses were inadvertently ordered with Blokz™ photochromic lenses, which you did not want. You sent those glasses back to us, and today you ordered a new pair of glasses without the Blokz™ blue-blocking feature, and without the photochromic feature. We apologize that this process was onerous, resulting in two orders that did not work for you and a third order on which you declined to select the Blokz™ lenses without the photochromic feature. As an extra measure of apology for these issues, as well as a gesture of appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the paint coming off one of the frames of the two pairs of glasses you recently ordered from us. We are sorry to know that the paint is coming off one of the frames, and we apologize for any dissatisfaction you experienced as a result. We do not see where you have attached a photo, and since you do not indicate in your review which frame has developed this problem, we are going to make a customer service exception to send you free replacement frames for both pairs of glasses on this order – one, the frame with the clear glasses, is 411521, the other, the frame with the sunglasses, is 1135821. In addition to asking the lab to send you the two replacement frames, we are asking them to send you extra nose pads and screws for each frame, as well as a screwdriver tool that will enable you to loosen then tighten each frame to swap the lenses from the original frame into the new one. Moreover, here is a link to a how-to video on our website, explaining how to swap lenses from one full-rim frame into another: https://www.zennioptical.com/c/how-to#howto-replace-fullrim. In addition, you should expect to receive an email from our lab, confirming that we are sending you these free replacement frames. We hope that this will resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the progressive glasses you received, which you believe do not have a progressive prescription in the lenses. We are sorry that the progressive reading correction, for intermediate and near vision, does not appear to be on the lenses, and we apologize for any dissatisfaction you experienced as a result. We were also sorry to read that our customer service representative advised that, when you telephoned us yesterday, you were outside the 30-day warranty period, which begins the day the glasses are delivered, and therefore, we could not assist you. Consequently, we apologize for any dismay you experienced as a result of these matters. Your purchase is only a little over a week outside the warranty period, which we are extending on your behalf, so that you may return these glasses to us, and we can inspect them, to determine whether we correctly placed the progressive correction on the lenses. If our inspection finds that there is no progressive correction on the lenses, or that there is one but it was incorrectly placed on the lenses, or that we made the glasses incorrectly in any other respect, we can remake the glasses for you for free. We see one other order you placed with us, in January 2012, which has no notes in the database record of that order indicating that you contacted us about those glasses. That order was placed for single-vision glasses, with a slightly different prescription, but the pupillary distance (PD) on that order was entered as 59 millimeters, whereas the PD on this June 2019 order is 50 mm. If your PD is actually 59 mm, we expect that you would not be able to see well through the reading portion of the lenses with a pair of glasses that has a considerably different PD. Nevertheless, we are emailing you instructions to return these glasses for an inspection. When you return the glasses, please enclose a copy of the prescription you got from the eye doctor. If the PD is not on the prescription, please indicate how you obtained it – self-measurement, friend or family member measurement, or eye doctor measurement. We will also email you a prepaid shipping label you may use for return postage. If our inspection finds that we made the glasses correctly based on what you entered, we can issue a 100 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, or a 50 percent refund to the credit card you used to pay for the order. We thank you again for giving us another opportunity to address this matter, which we hope that, when we have inspected them, we may resolve to your satisfaction.

Hi, thank you for posting your review of the two pairs of glasses you ordered for your son. We were happy to read that the regular glasses are fine, but we were sorry to read that the sports goggles have broken. Consequently, we apologize for any dismay you and your son experienced as a result. Therefore, we are asking our lab to remake these glasses for your son, and you should receive an email later tonight confirming that we are remaking the sports goggles with a new order number. We trust that this will resolve this matter to your and your son’s satisfaction. Moreover, as an additional measure of apology for this issue, as well as a gesture of our appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Thank you for posting your Zenni review of the progressive glasses you received from us, which we were sorry to learn had a progressive reading corridor that started so high on the lens that you had to pull the glasses down to use the distance portion of the lenses at the top. Consequently, we apologize for any dissatisfaction you experienced as a result. The frame you selected has a 30-millimeter lens height, and, as you note in your review, the top of our progressive reading corridor is placed 5 mm above the center line of the lens. The midpoint of a 30 mm lens is 15 mm, and with the progressive segment height placed 5 mm above this center line, you should have 10 mm of distance vision at the top of the lens. We understand that, insofar as you are outside the warranty period on this order, our customer service representative offered you as a courtesy exception a 50 percent refund of the price of the glasses in the form of store credit to your Zenni Optical account, so that you may use the store credit toward the purchase of a new pair of single-vision glasses. We are asking our lab to issue this store credit to your Zenni Optical account today, and you should receive an email confirming this refund later tonight. In addition, as a further measure of apology for this matter, as well as a gesture of appreciation for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of your vision through the lenses of your progressive eyeglasses. We were sorry to read that you are dissatisfied because there is no peripheral vision through the lenses on either side of the progressive reading corridor, and we apologize for any dismay you experienced as a result. We want to confirm that we use a style of progressive glasses called free form, which provides a progressive reading corridor with no correction on either side of where the intermediate (computer) and near (reading) vison are placed on the lens. We advise our customers who are not used to free form progressive lenses to point their nose at what they are reading, rather than moving their eyes from side to side, and they should be able to use the intermediate and near-vision sections effectively. If you try this and your vision still is not good, when you contact us again with your prescription, as the notes in the database record of your order indicate you intend to do, please advise the customer service representative with whom you speak or with whom you Chat that you tried pointing your nose at what you are reading, and you still could not see well. When you confirm to the representative that you entered your prescription and pupillary distance (PD) correctly, they will email you instructions to return the glasses for an inspection and a prepaid shipping label you may use for return postage. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

Hi, thank you for posting your Zenni review of the sunglasses with the green tint you ordered and received in May. We were sorry to read that an issue has developed regarding the vision through the lenses, which we were disturbed to learn has become blurry. We are also sorry that when you contacted us about this matter on Aug. 8, 2019, we advised that this purchase is outside our 30-day warranty period, which begins the day the glasses are delivered. Consequently, we apologize for any dissatisfaction you experienced as a result of the issues with the lenses of the sunglasses, and our representative’s declining to extend the warranty period on your behalf. Therefore, we are making a customer service exception to extend the warranty period, so that we may receive and inspect the sunglasses. If we see the blurriness on the lenses, and we determine that it is a result of a failure of the tint or anti-reflective coating, we can offer you a free remake of these sunglasses. Therefore, we are emailing you the return-for-inspection instructions for these sunglasses, and we are also emailing you a prepaid shipping label you may use for return postage. When we have received and inspected these sunglasses, we will email you the inspection results. Moreover, as an extra measure of apology for this matter, as well as an expression of our gratitude for your business, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

Hi, thank you for posting your Zenni review of the remade glasses you received from us and their delivery time. We were sorry to read that the remake of the eyeglasses is giving you headaches, and we apologize for any disappointment you experienced as a result. In addition, since you mention that there was a four-week turnaround on the remake of this order, we want to confirm that after you contacted us on Feb. 27, 2019, to advise that you could not see well with the glasses from your February 2019 order, you sent them back to us for an inspection. We received the glasses on March 7, 2019, and we inspected them on March 11, 2019. Our inspection found that these glasses were made incorrectly, for which we are very sorry. As a result, we remade them for you, completing the remake on March 18, 2019, and mailing the glasses to you on this same date, via Express mail at no charge to you, as a customer service exception. Although UPS does not retain delivery information on their website past 120 days, we do not believe that these glasses were delivered to you four weeks after we received and inspected these glasses, and we apologize for any confusion you experienced as a result. Even though this remade order was received more than four months ago, we will be happy to make a customer service exception to extend the warranty period for you to return this remade order for an inspection and, if our inspection finds that we remade the glasses incorrectly, another remake or one of our refund options. 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. You may also have an online Chat with a customer service representative, who will be equally eager to assist you. Our Chat feature can be found toward the bottom of the right-hand side of any Zenni Optical page. When you call or Chat, please advise in as much detail as you would care to offer of the issues you experience with these glasses. If we receive and inspect them, and the inspection finds that the remake is correct, we can discuss with you the possibility of ordering a different frame, perhaps with a different lens height (your frame’s lens height is 37 millimeters), which could put the intermediate (computer) and near (reading) sections of the lenses where you would be able to use them successfully, with no headaches. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction, with the result being that you have a pair of glasses with which you can see well.

Hi, thank you for posting your Zenni review of the glasses and customer service you received. We are pleased that you like the frames we offer and the prices of our product, but we are very sorry to learn that you got a pair of glasses with which you could not see well, and we apologize for any dissatisfaction you experienced regarding the glasses and our return policy. We see that you contacted us in December 2018 about a pair of glasses you ordered in November 2018, but according to the notes in the database record of this order, you declined to provide the prescription and pupillary distance (PD) values, which would have enabled us to determine whether they were entered correctly. We ask about adjusting the glasses because, especially with progressives, which you ordered each time, if the glasses are not positioned correctly on your face you will not be able to use the three focal fields – distance (driving), intermediate (computer), and near (reading) – effectively. We have found that discussing over the telephone the positioning of the glasses on the wearer’s face often results in the customer being able to use the glasses effectively once they have adjusted them. Nevertheless, you requested a 100 percent store credit refund for the glasses from the November 2018 order, which we issued. We are happy to see that you used this store credit toward the purchase of a new pair of glasses in May 2019, but we see no notes in the database record of this order indicating you contacted us about these glasses, which were delivered to you in early June. The prescription and PD values on this order are different from those on the 2018 order. Even though this purchase is outside the 30-day warranty period, we can extend the warranty period for you as a customer service exception. Therefore, we invite you to telephone Zenni Optical Customer Service, at 1-800-211-2105, and anyone who answers will be eager to assist you. If you find that the wait to speak with a customer service representative is lengthy, you may have an online Chat with a customer service representative, who will be equally eager to assist you. Our Chat feature can be found toward the bottom of the right-hand side of any Zenni Optical page. When you call or Chat, please have the prescription you got from the eye doctor handy, and please be prepared to confirm how the pupillary distance (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 can advise of the options we can provide without requiring the return of the glasses, which is an exception we make for customers in Canada. We very much hope to hear back from you, so that we may resolve this matter to your satisfaction.

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

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

HI, thank you for posting your Zenni review of the customer service you received when you telephoned us to advise that you could not see with the glasses you received from us. We were very sorry to read your description of the customer service you received. Consequently, we apologize that this representative’s manner seemed indifferent, and that when you tried to include your son on the call, the call dropped. In response to your request, we telephoned you multiple times this morning, and we left a voicemail message advising of what we stated in this response, including that we are going to keep trying to reach you by telephone so that we could address this matter. In addition, as an extra measure of apology for this matter, we are emailing you an item that we hope you will use on your next order with Zenni Optical.

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

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

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

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

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

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