Originally founded as 19dollareyeglasses.com in 2003 by Julia Zhen and Tibor Laczay in a San Francisco, California, garage. When the company started, it seemed impossible to sell prescription eyewear and sunglasses online. Today, with annual revenue of approximately $3 million and more than 4 million pairs sold in 2017 alone. the idea seems to be a profitable one.
The company offers frames for eyeglasses and sunglasses, starting as low as $6.95. Company software allows clients to upload a picture of their face and choose a pair of glasses that suits the shape of their face.
Zenni Optical offers more than 2,500 frames and styles available to choose from, offering a unique look for every customer. Zenni also offers single vision, bifocal, progressive and workplace progressive lens options, and is a leading-edge developer of Beyond UV Blue Light Blocking lenses, which provide all-day protection, both indoors and out, from the harmful effects of high-energy visible (HEV) blue light and UV rays.
Zenni has sold more than 20 million pairs of glasses to clients in the past 15 years. The frames themselves are made in Danyang, China, but in late 2022, the company began manufacturing in central Ohio.
Company headquarters are located in Novato, California.
Originally founded as 19dollareyeglasses.com in 2003 by Julia Zhen and Tibor Laczay in a San Francisco, California, garage. When the company started, it seemed impossible to sell prescription eyewear and sunglasses online. Today, with annual revenue of approximately $3 million and more than 4 million pairs sold in 2017 alone. the idea seems to be a profitable one.
The company offers frames for eyeglasses and sunglasses, starting as low as $6.95. Company software allows clients to upload a picture of their face and choose a pair of glasses that suits the shape of their face.
History
Zenni Optical offers more than 2,500 frames and styles available to choose from, offering a unique look for every customer. Zenni also offers single vision, bifocal, progressive and workplace progressive lens options, and is a leading-edge developer of Beyond UV Blue Light Blocking lenses, which provide all-day protection, both indoors and out, from the harmful effects of high-energy visible (HEV) blue light and UV rays.
Zenni has sold more than 20 million pairs of glasses to clients in the past 15 years. The frames themselves are made in Danyang, China, but in late 2022, the company began manufacturing in central Ohio.
Company headquarters are located in Novato, California.
I am completely angered by the lack of assistance in my situation. I spent over an hour on your site looking for a sport frame that I could order CLEAR UV lenses in. The ones I selected stated CLER LENSES. My order states clear in black and white. However they came with tinted “ sunglass lenses in them. Not CLEAR at all. Your web site is very UNCLEAR about this issue. I called your customer service and spent over a half hour with one agent looking for any replacement possible. He could not find even one option for me. He tried to sell me safety glasses. Not a sport frame at all, right?? So he sent me the below email explaining that you are keeping my money because you do not have a product that you can replace for me. Your company is unable to make a clear lens for a sport frame and it is somehow my fault. Your website stated clear lenses and I get sun tinted lenses from you. So I decided to call back. This time I reached a woman on your customer service team and she spent over a half hour going through your whole site and was unable to find anything to sell me. I am upset and I feel cheated by your company. I wasted nearly 3 hours of my life trying to order a pair of glasses from your company and no one is willing or able to help me.
January 28, 2023. I’m sure everyone reading this will agree with how tedious and frustrating it is when you NEED your eyeglasses to be correct. We’re not talking about a toy ordered on Amazon, we’re talking about eyeglasses of which we REQUIRE to SEE! With that being said, welcome to my story:
I ordered 1 pair of Prescription Progressive glasses, (Clear frame). Also in the same order 1 chose a pair of exact matching frames, Polarized sunglasses (Green frame). A few days into my order I received a notification that my Clear Prescription frames are “Out of Stock”, “but not to worry as they will still process my order”. I called into customer service to ask “how can they process my clear frames if they are “out of stock”. They were unable to answer this, but stated that the lab had already processed them. Upon receiving my order yesterday I find that the Clear Prescription frames are IN FACT too large and DO NOT match the Green sunglasses as I ordered Identical frames, but different color. They are much too big on my face and temples- I measured them even though it’s OBVIOUS they are bigger than the green pair. I found that they tried to pass off the wrong sized or type of Clear frames thinking I would not notice. Upon calling customer service to have an exchange completed in a different Matching color, I started to get problems! The first service rep was so confused that he could not understand that I ordered the Exact same pair but one pair is sunglasses. The 2nd rep wants me to take a picture of the wrong sized frames and email the pic to them. What? Yes, crazy I know – this is – when I asked “how could a picture of the wrong sized frames be any help at all?.” (ie: simply looking at a picture gives ZERO understanding of the wrong size frames in the context of just a picture”, I explained that I now have to wait 2 more weeks for replacement eyeglasses due to Zenni’s mistake. Then on top of that they want a picture that gets sent to the lab, so that the lab can then “VERIFY” in some miraculous way by viewing the picture, that they did in fact SNEAK IN the wrong frame to cover up that they were out of stock, but SOMEHOW they were still able to produce my order (they did produce the order, but wrong frames). The rep then continues to tell me that this process would take 2 days or so, and then Zenni would get back to me letting me know IF they would replace my order – all the while wasting my time making me wait even longer to get my eyeglasses. SO, the moral of the story IS this:
Zenni created a problem, expects me to wait, lose time, take unnecessary photos (to buy them time) and then wait for them to tell me IF THEY ARE GOING TO HONOR their sales commitment and their MISTAKE!
ALL OF THIS MAKES ME IRATE AS I AM THE CUSTOMER AND HAVE DONE NOTHING TO CREATE THIS PROBLEM. Further, I asked to speak to a supervisor/manager, the 2nd rep told me I would have to hold for about 2 hours to get in touch with a MANAGER. I then explained to the rep that Zenni has TV and ONLINE commercials flowing all over the place touting of how they will fix issues and zero worries to the client – which now turns out to be Utter Dung Slinging jargon at this point. I confirmed to the rep and asked her to take notes as I will (I am currently) making it a point to post this failed order and faux resolution story everywhere possible, as I find it necessary for customers to know what their getting themselves into – should there be a mistake with your eyeglasses, be ready to jump through hoops and pray they get it right! YES, they look very similar, but are not – it is very evident, especially when putting them on, these are NOT the exact same frames, as I ordered and expected. Thank you for reading on…
I rarely write negative reviews. However…I’ve ordered progressive lenses for years and I’ve never had an issue like this. It was a very frustrating experience that took over 2 hrs of my time and a good deal of energy. When I received my glasses I wore them for about a week but continued to have issues with the vertical progressive alignment (there are 3 different views views for distance, midrange, and near – midrange was blurry). When I called, I was on hold for 50 minutes, with no resolution so I asked to speak with a manager and was put on hold again. Customer service rep (CSR) came back, said none were available so I asked for a call back…he said he needed to get authorization for this so was put on hold yet again. CSR returned, said he was not able to. I stressed that I really needed to talk with a manager but he could not commit to it…I pushed and pushed and he finally agreed. The Manager did call me back but she said I’d only receive 50% back on my credit card (these were $104). I didn’t want a store credit because it seemed risky to order another pair, as this issue was taking too much time and effort. The manager told me they did not do “specific customizable heights” for the vertical alignment for progressives. I told her I didn’t know this, asked where to find these details on the website; she had to look then said it was in a video about progressive lenses that I had viewed when ordering. It said nothing about not doing “specific customizable heights” but it did say to order a frame that was close to your face and 30 mm or MORE in height, which I did. She then said my pair that was 40 mm was too high and I should’ve ordered one that was 30 mm (40 mm is “more”). Very long story, short…she was rude, refused to take responsibility even though the script was correct and I followed instructions per the video, continued to make excuses and blame me, and raised her voice at me. After 20 minutes or so I told her I’d go ahead and call the corporate office and file a complaint with the BBB. She then yelled at me but 5 minutes later agreed, with tones in her voice. It took another 10 minutes to get this in writing via an email before returning the glasses. If you have progressives, I highly suggest not ordering from here unless you want to spend 2 hours arguing on the phone to MAYBE get a refund for their inability to manufacture these correctly or take care of THEIR mistake. I ordered a pair from Hip Optical with no issues.
with no resolution so I asked to speak with a manager and was put on hold again. Customer service rep (CSR) came back, said none were available so I asked for a call back…he said he needed to get authorization for this so was put on hold yet again. CSR returned,
5 pairs and all have progressive lenses. Prescription was wrong in ever pair. Even the remakes were a different incorrect prescription tiger that what I I provided. I’m thinking they can’t see either.
I originally made a purchase inputted the correct prescription and somehow I got the wrong prescription glasses, when I received them I called and placed a return, and reorder and made sure to input manually another prescription, and double checked to make sure everything was right, well I just received the new order and some how they are with the previous incorrect prescription, I called and was told it was my problems as ai selected the wrong prescription on file , which is not true because I inputted manually, and now I am being told only a 50% of the amount can be refunded and it will be STORE CREDIT .. why the hell would I want a sitter credit if you keep messing my stuff up this is BS, TAKING BUSINESS ELSEWHERE
My daughters glasses got lost by Fed ex. I called Zenni 7 times before I was told “fed ex lost them not us, take it up with them….”. They shipped it fed ex not me and the shipped has to file a claim….not the customer.
25 years of customer service and I thought my last call was fake it was so bad. The worst company I’ve ever dealt with and that includes the Massachusetts Registry of Motor Vehicles…..they aren’t so bad compared to Zenni. Total scam. No glasses no money. 100% scam.
7/20/20 Ordered a pair of glasses – received about a week and a half later. The glasses were heavy as a ton of bricks and were fuzzy, definitely not my prescription. When I called for a refund, the foreign agent proceeded to argue and talk over me, refusing to provide an RMA number, less a refund. The entire process of entering PD, prescription and actual ordering was cumbersome. The reason Zenni offers the extremely cheap prices is that they nickel and dime you over everything else (tint, blublock, etc). The $12.95 glasses I started out with turned into over $100 quickly and didn’t give any price advantage over Costco or even a sale at Lenscrafters. I would highly recommend going to Costco where you can at least try the glasses on first.
I have been having a terrible experience ordering glasses recently. I have been a customer for almost ten years but I am seriously considering going to another company.
On September 8, 2019 I ordered frame #782225 with progressive lenses, order #02119812031. I really like these glasses but about two months ago I left them near a hot stove and the lenses distorted. I was told they would not be replaced so I ordered another pair. I clicked the blue box that says Reorder This Item on March 30th, 2020
The new order, # 02672762487 arrived three weeks later. The frame was correct but when I tried them on everything was blurry. If I brought something close I could see OK. But the original glasses were for distance and closeup, progressive. It seemed these were for closeup only.
I called and explained the situation and they told me I had to return them and they would evaluate what went wrong. It seemed that I would have to wait another month before I would get replacement glasses. I printed out the return label and mailed the glasses back.
I wanted to expedite the process so I informed the agent that I was placing another order immediately so they could start working on them so I would receive them that much quicker. I think I even put a note in the second order explaining what happened.
I again clicked the Reorder This Item from the My Orders List, the original one from September 8th, 2019. This new order is #02726668196 and was ordered on April 15th, 2020. This pair arrived today April 30, 2020. The frame is correct and the lenses are for distance but they are not progressive for close up vision like the original glasses from September 8th are.
So, you can see why I would be disappointed with Zenni Optical. How many times are there going to be mistakes. Your agent even suggested that I clicked something wrong and that is the reason for the wrong order. All I have to do is click REORDER THIS ITEM, it is that simple. I have done that twice and both sets of glasses were incorrect. I need to have someone with authority assure me that if I try to order these glasses one more time that I will get the identical glasses that I originally ordered on September 8th, 2019, order # 021198112031. They are for distance and close up with progressive lenses.
Please advise me as to what will be done.
Thank you
I am writing to complain about my recent experience. I ordered glasses which included your non-reflective coating, only to find out when they arrived that the coating has a yellow tint. This was not mentioned anywhere on your site, and is not normally associated with non-reflective coatings. I do not consider this my error, but yours, and expect a full refund. After spending over an hour struggling with your customer service I was told that I would receive the refund after I returned the glasses. I was notified by email today that instead of a full refund, I was issued a 50% refund. This is completely unacceptable. I would have kept the glasses had they not had the yellow tint. This is clearly your company’s error and I expect to receive my money back.
I ordered a pair of glasses, they were not effective. I sent them back and now your lab has lost them.
I want my money back NOW!
You had a stellar reputation and sadly you have tanked it!
Just give me my money back!
Mary
I love your glasses, and have ordered for a few years now. This last order for 2019 was horrible, I ordered two pair of glasses both were defective confirmed by you, would not replace, had a very hard time getting a refund, customer service does not t care about the company , their not helpful, and I’m scared tp order now, because of the hard time I had , and no one caring if I have glasses or not!!!
February 07, 2019
To: Tibor Lacsay,
CEO for Zenni Optical
For over 10 years, we have purchased prescription eyeglasses from Zenni. Recently, I had my eyes examined because the glasses never felt right and I thought my eyesight
was deteriorating but the exam showed minimal change in my eyesight. However, the optometrist politely informed me that the lenses were placed in backwards which he suggested was partially the reason I thought my eyes were becoming worse. I called your customer service was informed that even though the glasses were incorrectly put together, there was nothing they would do as they guaranteed them for st 30 days. He even suggested that “I” take the lenses out and turn them around myself. I was disappointed to find that your company was not willing to do anything to make things right. I mean I’ve had these glasses since March 17, 2018. I paid $153.90 and the order is #0589360116.
I would have at least expected a replacement but was surprised to hear that nothing could be done. I am not trying to be difficult, but it was not the response I expected.
My perception was that your company was better than this and therefore I expected the least that would be done was that they would be replaced. Since this was an error by your company and not anything I would have known about, had I not gone and had my eyes examined a second time, I would have expected a better outcome from your company. Please advise.
William Duffy
Good morning,
I need someone from your corporate office to contact me asap as I am not getting anywhere with your call center staff. I was promised a refund and my glasses to be ordered. I have called and emailed the service@zenni optical with no resloution. The guy John pretended to transfer me to a supervisor in which I was left on hold 19 mins a piece from them both and I took pictures of this. Then they so called supervisor tried to tell me it stops with him and he doesn’t report to anyone else and that he doesn’t have another email adddress or phone number where I could try to get this resolved. Please play the recording back so you can hear the behavior from your employees. I shouldn’t have had to research this information myself to find out who the owner or CEO is. It was my belief that I would be a long term customer and this first impression is utterly disappointing. This is ridiculous that I am getting the run around and have now waited almost over two months for a pair of glasses that I am now told by your rude, inappropriately trained staff that you won’t honor what was told to me in WRITING in the email they sent me which I will be more than happy to provide to you as I keep doing to the other email address listed on the zenni website. The mistake is in no fault of mine, yet instead I am the one who is customer that is suffering by waiting on glasses that apparently weren’t really on the way or reordered and have been spoken to rudely by your staff for a mistake you guys made.
Please look into this and address it immediately. Thank you
My insurance company, Aetna Medicare PPO has told me that they will reimburse me for my eyeware expenses as long as the company (you) are licensed to sell said prescription eyeware in the United States.
That is my question, Are you?
I have glasses from you and have been very happy with them, also have my eye on another pair after I see my eye doctor. However I cannot afford overlook the offer to get my glasses paid for. I am a disabled senior citizen on a tight budget.
So are you licensed to sell said prescription eyeware in the United States?
Pat Leff
West Valley Utah