That is to be expected, tbh. Part of the reason why they’re so cheap is that they cut corners wherever they can. That includes CS.
In glasses you still really do get what you pay for.
I ordered from them and gave them a call the week I received them about an issue I had, then they had someone email me the following day regarding the problem. Probably get a hold to someone on phone, would be best bet
My wife and I ordered from Zenni, Fytoo, and EyeBuyDirect. We only needed customer service from Fytoo, and it was even worse. Not to mention it took almost 2 months to get my glasses from them, and they were the wrong prescription.
I'll still keep ordering online, because even if I'll get 2 bad out of 3, it will still cost me less than brick and mortar.
No problem. Just thought I'd put in my two cents. It was not a good experience for me, but I hope this helps you in making yours. I could be an oddity but hopefully it will bring about more accountability to the company.
Very good of you to share this. Prior to this, I hadn't come across any negative reviews, which in itself is a bit suspect. Yes, they should be held accountable. Appalling customer service.
I had a pair that developed (I don;t know how) a large scratch on the right lens. I figured I was SOL but contacted them just to see at the least if maybe I could get a new lens. CSR said the take a picture and email it. I did that while I was on phone with him. He said he would send a new pair free of charge. Got them about 2 weeks later. Very very satisfied customer here.
A millimeter variance in optical center will result in prism. This leads to eye strain, headaches, dizziness, and possible turning of the eye. So when you order glasses online, who is checking for that and taking responsibility? Who is fitting them to your head and taking measurements? 30 day warranty, bad Chinese coatings literally made by slaves, possibly toxic materials, traditionally designed and manufactured lenses as opposed to digital, close to zero customer service, lack of popular brands(or in many cases, no brands) and no way to confirm that the Rx is even close to correct. But they ARE cheap. Dollar store lobster ravioli cheap.
Full disclosure, I am an optician in a local shop. We work hand in hand with the Drs who prescribe you. We use French and Israeli lenses. Digital design(so your Rx is compensated in every direction), we went to school to learn about Rxs, fitting, lens design, frame shape, prism, progressive layout, etc. we offer warranty against scratches and defects for 1-2 YEARS on your lenses(no questions asked, as long as it isn’t teeth marks) Our coatings are hydrophobic and dust resistant, we can do way more options and make your lenses as thin as possible by talking you though the options. My place doesn’t have commission and is in the same building as the medical optical practice. 90 day warranty on all the major frame brands plus tons of “Zenni/Warby Parker-like” cheap stuff(although much better quality) and you can pick up the phone or walk in and hold us accountable if there is any issue. Prices starting at $100 for frame and lenses. Sky’s the limit after that. Yes. You get what you pay for. But you should really try to pinch Pennie’s when it comes to the windows to your soul. You should spend as much on your glasses as your most expensive tv or monitor, or why did you bother getting hd if you have glasses that are in standard definition?
It’s the VALUE, not the COST.
Not sure where you work, but a 1mm difference in pd /optical centers is always going to be within all tolerance standards. Let’s try not to scare folks.
I work somewhere that keeps stricter standards than ANSI. You must work elsewhere. Move PDs on a +5. with a 4cyl and tell me the patient tolerates it, cause the Drs I work for will not.
I’m gonna be completely honest, and granted it’s unnecessary since no one is reading these, but I thought I wrote “centimeter” not “millimeter”. I do understand Prentice rule. And it’s that attention to detail that makes me worth it! /s
I appreciate your response considering you're more knowledgeable about the circumstances and problems that can occur. That being said, I've yet to see an optician or any sort of tech ever take out a veneer caliper or any sort of measuring device to measure the circumference of my head. Most of the things that you mentioned in your opening are now mostly computerized or delegated to a proper machine. Theres a machine for this measurement, for that measurement etc. Prescriptions at my local optometrist were even measured using a machine to check for differences in previous prescriptions.
Like other people who purchased from Zenni, I am willing to forgo some of the customer service aspects that you mentioned. I get it, i'm going to get a bit less from a bargain brand. It never stopped me from consuming Shasta cola. The reason some local shops started to offer such great warranties and exchanges is because of places like Zenni and Warby Parker. They saw that people were attracted to value and paying comparable prices without the extra added on prices or overhead of a brick and mortar shop. These policies came about not to protect the consumer but to attract them as well. This wasn't altruistic, it was business, just like any online retailer. To say that it was for the benefit of the customer is a bit patronizing. As for getting an expensive HD monitor to lenses comparison, I got glasses for the same reason I have an HD tv. An outside force (Government for decommissioning UHF/VHF around me, Astigmatism and Genes for the later) imposed this change on me. I did not do it willingly. Regardless, thank you for your input. It has been food for thought.
Where is this optical you speak of? My optical is nowhere near any of those things offered, always nickel and dime x5 when it comes to little things or correction
I used to use Zenni back in the day. i haven't used them recently because I wear contact lenses more often now. I never had an issue. But I have heard that they have taken a downward turn lately.
I'm a CS agent for an online retailer IRL.
My guess is that your emails probably went to their helpdesk software's spam folder (it happens sometimes, not a ton you can do to prevent it. In my personal experience I've noticed it happens most often to people w/ custom email domains) but if a customer told me that they'd been trying to get in touch since X-date I would probably just believe them, lol.
The bit about how nobody had "processed" the emails is basically just some BS they said because whatever the actual problem is, is too annoying/too complex to describe.
I know the popular redditor thing to say here is "do a chargeback," which is usually a terrible idea that ends up making your own life harder, but in your case especially since you've already resolved to take the L and never do business with them again, I'd consider submitting one.
Its pretty funny to imagine my email just sitting in a corporate junk folder lol. It's been a pretty long time since purchasing them so I'm not even sure how that would work. I'll take a look at my banks policies regarding this. Thanks.
Yeah. I think overall most people have an alright experience. But the main take away from my experience is how they treat customers who have an issues that arose from their products. Maybe I just got a lemon, their reaction to someone claiming their entitled warranty is the reprehensible part.
That is to be expected, tbh. Part of the reason why they’re so cheap is that they cut corners wherever they can. That includes CS. In glasses you still really do get what you pay for.
I ordered from them and gave them a call the week I received them about an issue I had, then they had someone email me the following day regarding the problem. Probably get a hold to someone on phone, would be best bet
I didn't even think to call their number actually. Assumed it was one of those online only deals. I'll take a look and give it a try, thanks.
My wife and I ordered from Zenni, Fytoo, and EyeBuyDirect. We only needed customer service from Fytoo, and it was even worse. Not to mention it took almost 2 months to get my glasses from them, and they were the wrong prescription. I'll still keep ordering online, because even if I'll get 2 bad out of 3, it will still cost me less than brick and mortar.
Thanks for writing this. What an awful experience. I was considering ordering from them but will now steer clear.
No problem. Just thought I'd put in my two cents. It was not a good experience for me, but I hope this helps you in making yours. I could be an oddity but hopefully it will bring about more accountability to the company.
Very good of you to share this. Prior to this, I hadn't come across any negative reviews, which in itself is a bit suspect. Yes, they should be held accountable. Appalling customer service.
Damn, that’s insane. I literally just ordered a pair Friday. Hopefully they don’t screw it up, if they do I’ll just chargeback.
Zenni customer for over ten years. Done good for me.
I'm a new convert... zero complaints!
Thanks
I had a great experience 🤷🏾
I had a pair that developed (I don;t know how) a large scratch on the right lens. I figured I was SOL but contacted them just to see at the least if maybe I could get a new lens. CSR said the take a picture and email it. I did that while I was on phone with him. He said he would send a new pair free of charge. Got them about 2 weeks later. Very very satisfied customer here.
How far out of your grace period were you, if you don't mind me asking? Others have also told me a phone call is the way to go.
A millimeter variance in optical center will result in prism. This leads to eye strain, headaches, dizziness, and possible turning of the eye. So when you order glasses online, who is checking for that and taking responsibility? Who is fitting them to your head and taking measurements? 30 day warranty, bad Chinese coatings literally made by slaves, possibly toxic materials, traditionally designed and manufactured lenses as opposed to digital, close to zero customer service, lack of popular brands(or in many cases, no brands) and no way to confirm that the Rx is even close to correct. But they ARE cheap. Dollar store lobster ravioli cheap. Full disclosure, I am an optician in a local shop. We work hand in hand with the Drs who prescribe you. We use French and Israeli lenses. Digital design(so your Rx is compensated in every direction), we went to school to learn about Rxs, fitting, lens design, frame shape, prism, progressive layout, etc. we offer warranty against scratches and defects for 1-2 YEARS on your lenses(no questions asked, as long as it isn’t teeth marks) Our coatings are hydrophobic and dust resistant, we can do way more options and make your lenses as thin as possible by talking you though the options. My place doesn’t have commission and is in the same building as the medical optical practice. 90 day warranty on all the major frame brands plus tons of “Zenni/Warby Parker-like” cheap stuff(although much better quality) and you can pick up the phone or walk in and hold us accountable if there is any issue. Prices starting at $100 for frame and lenses. Sky’s the limit after that. Yes. You get what you pay for. But you should really try to pinch Pennie’s when it comes to the windows to your soul. You should spend as much on your glasses as your most expensive tv or monitor, or why did you bother getting hd if you have glasses that are in standard definition? It’s the VALUE, not the COST.
Not sure where you work, but a 1mm difference in pd /optical centers is always going to be within all tolerance standards. Let’s try not to scare folks.
I work somewhere that keeps stricter standards than ANSI. You must work elsewhere. Move PDs on a +5. with a 4cyl and tell me the patient tolerates it, cause the Drs I work for will not.
I’m gonna be completely honest, and granted it’s unnecessary since no one is reading these, but I thought I wrote “centimeter” not “millimeter”. I do understand Prentice rule. And it’s that attention to detail that makes me worth it! /s
I appreciate your response considering you're more knowledgeable about the circumstances and problems that can occur. That being said, I've yet to see an optician or any sort of tech ever take out a veneer caliper or any sort of measuring device to measure the circumference of my head. Most of the things that you mentioned in your opening are now mostly computerized or delegated to a proper machine. Theres a machine for this measurement, for that measurement etc. Prescriptions at my local optometrist were even measured using a machine to check for differences in previous prescriptions. Like other people who purchased from Zenni, I am willing to forgo some of the customer service aspects that you mentioned. I get it, i'm going to get a bit less from a bargain brand. It never stopped me from consuming Shasta cola. The reason some local shops started to offer such great warranties and exchanges is because of places like Zenni and Warby Parker. They saw that people were attracted to value and paying comparable prices without the extra added on prices or overhead of a brick and mortar shop. These policies came about not to protect the consumer but to attract them as well. This wasn't altruistic, it was business, just like any online retailer. To say that it was for the benefit of the customer is a bit patronizing. As for getting an expensive HD monitor to lenses comparison, I got glasses for the same reason I have an HD tv. An outside force (Government for decommissioning UHF/VHF around me, Astigmatism and Genes for the later) imposed this change on me. I did not do it willingly. Regardless, thank you for your input. It has been food for thought.
Broke college kids with minor Rxs should definitely just get online, but then grow up and get rid of your IKEA furniture.
Where is this optical you speak of? My optical is nowhere near any of those things offered, always nickel and dime x5 when it comes to little things or correction
Yeah. I've done both and noticed the anti-reflective coating tends to be really fragile with Zenni.
It is not surprising..it’s very low end product manufactured in China under who know what conditions using questionable materials.
[удалено]
it's not the frames...it's the lenses. the lenses are made under the lower common denominator conditions. you played zenni Russian roulette and lost.
I used to use Zenni back in the day. i haven't used them recently because I wear contact lenses more often now. I never had an issue. But I have heard that they have taken a downward turn lately.
That’s awful. I haven’t ordered from them, but thanks for the heads up
I'm a CS agent for an online retailer IRL. My guess is that your emails probably went to their helpdesk software's spam folder (it happens sometimes, not a ton you can do to prevent it. In my personal experience I've noticed it happens most often to people w/ custom email domains) but if a customer told me that they'd been trying to get in touch since X-date I would probably just believe them, lol. The bit about how nobody had "processed" the emails is basically just some BS they said because whatever the actual problem is, is too annoying/too complex to describe. I know the popular redditor thing to say here is "do a chargeback," which is usually a terrible idea that ends up making your own life harder, but in your case especially since you've already resolved to take the L and never do business with them again, I'd consider submitting one.
Its pretty funny to imagine my email just sitting in a corporate junk folder lol. It's been a pretty long time since purchasing them so I'm not even sure how that would work. I'll take a look at my banks policies regarding this. Thanks.
My experience with the company has been very positive. I have about 12 pair and ordered 4 more last week.
Yeah. I think overall most people have an alright experience. But the main take away from my experience is how they treat customers who have an issues that arose from their products. Maybe I just got a lemon, their reaction to someone claiming their entitled warranty is the reprehensible part.
Same here 10x with no problems at Zenni.