Zenni opticals9/18/2023 ![]() Family, friends, including myself will never order from them again. I ordered from them thinking I could save some money but, nope! Spent just as much as I would of if I had gone to my local glasses store. They took my money, didn't fill my order correctly (twice) and left me hanging with little to no information. I feel scammed as they took my money and have no glasses. Even if the testing facility says it's incorrect, they still don't fully refund you from what I was told. They only give you a full store credit or 50% of your money back. I have requested to speak with someone higher up SEVERAL times and still got no help. During this time, I've emailed Zenni SEVERAL times and kept getting excuses from them. I am now wondering if they gave me the wrong address. I have been watching my tracking and for some reason, it's not there yet. It is now and the two pairs I shipped to the testing facility still hasn't arrived. I had to ship them out again only this time, to their testing facility in **** on. One employee tells me one thing, the other says something else, just a huge mess and feel like I'm just being tossed around at this point. They tried to blame it on the prescription, me, etc. I called back and told them that I cannot see out of them still. I called and notified them, got a store credit, ordered two more pairs this time, with help from an employee, and they were STILL incorrect and if not, worse than the first two pairs I ordered. I had purchased two pairs of glasses from Zenni Optical on. If you do choose to order from Zenni make sure to review everything very carefully at every step of the process. They told me the same thing and that I would have to wait for the glasses to be delivered and then return them for a refund.The use of these dark patterns to bully you into rush shipping means that I will never order from Zenni again. ![]() ![]() So I called into their support and talked to a person. I reached out to chat support to cancel the order (this was within 30 seconds of placing the order) and they told me there is nothing they could do because it was a rush delivery. When I see the confirmation, they had changed the delivery back to rush and charged me the $19. Then I click the payment method, select amazon pay and then click the purchase button. Okay, fine, that's s***** to by default choose the most expensive delivery method instead of "standard" but whatever. After fumbling through their website and chatting with support I learned that in order to get "standard" delivery and not be charged an extra $19 I had to go to the checkout page where I would be allowed to change the delivery type. I went to order a pair of glasses and when i went to my cart the glasses were marked for "Rush Delivery". I think they kept me on the phone for much longer than necessary, hoping I myself would hang up, but then decided to fake a call failing so they could get me off the phone. After about 32 minutes, she returned to the call, her audio dropped, and she was only able to relay hello? Hello? The call then dropped, but it did not tell me call failed or any other error code, as is usually the case when a call drops. This phone call also took 30+ minutes, with the customer service agent returning to the call every five minutes to ask for more time so she can investigate it. She said they would only be able to offer me store credit, and not a cash refund. I reached out to customer service this time via call, and they informed me that no return had been initiated for my sunglasses, which were significantly more expensive. In the weeks following, I reached out again for this label. But, they never sent me an email with the label to return them. Their return policy is to give 100% store credit or to give 50% cash refund upon receipt of the returned glasses. They said that they would only be able to offer me their regular return policy, despite the fact that the glasses were made incorrectly. In my photo, the glasses are clearly darker and different than what I thought I ordered. I told customer service this, and they requested photos. In my order, I ordered a pair of glasses that I ordered in a previous year, but when my new glasses arrived, they were much darker than my old pair. I finally received a response from their company. I also tried to speak with their ChatBot about this, but was told to reach out to customer service via email or call. Within days, I sent an email to their customer service regarding initiating a return on both the items. I ordered two items from Zenni, a pair of eyeglasses and sunglasses, in July.
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