Zenni Optical Will not issue refunds even when the goods are poor quality Novato California
The glasses I ordered are optically very uncomfortable and unlike any other pair of glasses I have ordered and worn from a range of other suppliers. Also I found the overall build quality to be poor and not in line with the price they charged.
When I contacted Zenni to ask for a Return Authorization Number it became clear they were trying to make this process a real challenge. After repeated emails I finally got a Return Authorization Number and returned the item. (more expense and time wasted for the customer)
Now they are saying the glasses are satisfactory to their own review standards (hardly an independant source!) and that they will only offer a 50% refund, with the balance being a store credit. I would like a full refund and would expect any good quality reputable company to honour that, but Zenni clearly are not that type of company; they get your money then fight to keep it, whatever the level of customer dissatisfaction. Keep in mind that given their awful service and attitude I really do not want to buy any other items from them now so a 50% store credit is pretty useless.
I have now exchanged many many emails with them on this issue, and always get a reply from someone with no authority to act, who just trots out the same mantra. so I am pursuing the transaction via VISA instead. People need to know about companies like Zenni and their sharp practises, so they won't be fooled like I have been. Avoid!
2 Updates & Rebuttals
Poor quality products and deceptive practises
#3Author of original report
Thu, July 20, 2017
For a company such as Zenni Optical to think that it can routinely produce substandard products and then fight tooth and nail to avoid refunding customers money is a disgrace.
For ease of illustration, say you order food at a restaurant and when it arrives it is poor quality and not what you wanted. Should the Chef be able to insist that the meal is just fine and that it is your fault for not reading the restaurants "small print"?! (Never mind that the chef also makes you pay extra to send the food back to be inspected!)
This logic would allow the resturant to produce substandard food and then unilaterally decide it is perfectly good food. There would be fights in restaurants across the country if this were to happen to everyone. So why is it OK for Zenni to make and sell substandard goods and then insist that its not their problem and refuse a full refund to an already inconvenienced and frustrated customer? Its nuts! It's obvious (just look at all the online complaint about this shady company) that Zenni's policy is unethical and very anti-consumer.
Can you imagine a trusted company like Amazon using these tactics? Can you imagine any company that cares both about its customers and its reputation doing this? Of course not. Zenni are clearly just grabbing the cash, and the poor customer can go hang. Its shameful, and people need to know about it, so they too don't get tricked by Zenni Optical's cynical malpractice.
Striderq
Columbia,South Carolina,
USA
Refunds---
#3General Comment
Sat, July 15, 2017
What they're offering is exactly what their website says their policy is. You may not like it or agree with it but you agreed to abide by it when you ordered the glasses. It pays to check out things like refund policy before using a new vendor on the web.