- Report: #279408
Complaint Review: ZENNI OPTICAL - San Rafael California
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ZENNI OPTICAL
27 Sunny Oaks Dr. San Rafael, 94903 California, U.S.A.
Phone:
800-211-2105
Web:
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ZENNI OPTICAL Rip off and no sensible customer service when things go wrong (and they will!) San Rafael California
This company has the most ridiculous warranty ever: you must return the glasses within 4 weeks and they refund you 50% -- even when it's their fault! But the worst part is: even that insane policy they still refuse to honor. Here is my story.
Order # 84653
In April I ordered a pair of glasses from Zenni, which stopped working 4-5 months later (lenses got distorted). They refused to repair or exchange them sighting their ridiculous 4-week policy.
Order # 131459
I ordered 2 more pairs from them last September. First pair arrived with the wrong prescription, and another one has the lenses all screwed-up, meaning I have to manually adjust and re-adjust lenses all the time. Both E-mails I sent to them (within their own timeframe) remained unanswered, and when I called them 10/17 a guy named Desmond (called himself a supervisor but refused to give me his last name) refused to do anything other than replace the first pair of glasses with wrong prescription, and when I protested, he flat out laughed and hunged up on me! Please note how they describe the "highest" quality of their work:
"...we strive to provide a fashionable and stylish product. More importantly, we feel prescription eyeglasses are a health item necessity for most wearers, and to that end we take considerable pride in being able to bring to all a very high quality product of great durability, safety and comfort at truly reasonable and affordable prices."
"We take great pride in delivering a quality product at incredibly low prices. Every prescription order is meticulously checked by certified technicians for prescription accuracy and optical clarity before shipment."
"All of our Single Vison,Bi-Focal and progressive bi-focal lenses are premium quality..."
If they lenses had been "premium quality", and if they had been so "meticulous" or "accurate" their lenses wouldn't have turned into a piece of garbage after just several months; they wouldn't have sent me the wrong glasses, and if they had "taken pride" pride in their work they wouldn't have ditched their customers and refuse to exchange their defective products.
Yes, their glasses are cheap, but so is the quality, and when the problem arises they will leave you hanging. I initiated the dispute with my CC company, and reported them to BBB and FTC. I'm urging everyone to do the same. Maybe if they start feeling some heat beneath them, they will decide it's cheaper to change their ways.
Andrew
brooklyn, New York
U.S.A.
Order # 84653
In April I ordered a pair of glasses from Zenni, which stopped working 4-5 months later (lenses got distorted). They refused to repair or exchange them sighting their ridiculous 4-week policy.
Order # 131459
I ordered 2 more pairs from them last September. First pair arrived with the wrong prescription, and another one has the lenses all screwed-up, meaning I have to manually adjust and re-adjust lenses all the time. Both E-mails I sent to them (within their own timeframe) remained unanswered, and when I called them 10/17 a guy named Desmond (called himself a supervisor but refused to give me his last name) refused to do anything other than replace the first pair of glasses with wrong prescription, and when I protested, he flat out laughed and hunged up on me! Please note how they describe the "highest" quality of their work:
"...we strive to provide a fashionable and stylish product. More importantly, we feel prescription eyeglasses are a health item necessity for most wearers, and to that end we take considerable pride in being able to bring to all a very high quality product of great durability, safety and comfort at truly reasonable and affordable prices."
"We take great pride in delivering a quality product at incredibly low prices. Every prescription order is meticulously checked by certified technicians for prescription accuracy and optical clarity before shipment."
"All of our Single Vison,Bi-Focal and progressive bi-focal lenses are premium quality..."
If they lenses had been "premium quality", and if they had been so "meticulous" or "accurate" their lenses wouldn't have turned into a piece of garbage after just several months; they wouldn't have sent me the wrong glasses, and if they had "taken pride" pride in their work they wouldn't have ditched their customers and refuse to exchange their defective products.
Yes, their glasses are cheap, but so is the quality, and when the problem arises they will leave you hanging. I initiated the dispute with my CC company, and reported them to BBB and FTC. I'm urging everyone to do the same. Maybe if they start feeling some heat beneath them, they will decide it's cheaper to change their ways.
Andrew
brooklyn, New York
U.S.A.
1 Updates & Rebuttals
John
San Rafeal,California,
U.S.A.
A little sanity please
#2Consumer Suggestion
Sun, October 21, 2007
Zenni optical is providing a service to consumers by suppling low cost eyeglasses direct from China. Many of the major eyeglasses suppliers buy the same materials from China with a typical cost around $4 per pair of eyeglasses. Zenni optical sells these for $8, but the typical mall lab uses these same materials to put together a pair of eyeglasses and charges $100 or $200. Who's the rip off artist here? Consequently many individuals in the US involved in the business are very threatened by Zenni, and may act by spreading false or distorted info. Specifics on this report: 1) "things go wrong(And they will)" in the subject line. Why? Did you study how may orders are done well and how many aren't' I've ordered many pairs from Zenni without anything going wrong, and so have my friends. 2)"stopped working 4-5 months later" How can glasses "stop working" this is a ridiculous comment. The warranty is stated as 4 weeks, thats fine with me, if you wanted a longer warranty, go to a mall store and pay $200 and get a lifetime warranty. For $8 a pair you just don't get that. Don't demand something (warranty) you did not buy! 3) "all screwed-up, meaning I have to manually adjust and re-adjust lenses" How does one adjust an eyeglass lense??? Eyeglasses are all fixed and are not adjustable. 4)"wrong prescription" Maybe you entered it wrong, anyway they agreed to replace it at no cost. A friend of mine did exactly that, and they did indeed replace them for free. 5)"laughed and hunged up on me" You probably deserved it, harassing some poor guy making $9/hr is out of line. He already agreed to replace them for free, why protest. Everyone in retail knows that Irrational, demanding, pain in the neck, customers drive up costs for everyone. Those mall stores charge $200 so they can deal with difficult customers and still make money. But we reasonable customers have to pay the same high price. Zenni is cutting us a break, we'll shop there, the difficult customers should go to the mall. Recommended Solution: YOU SHOULD BUY YOUR GLASSES at a mall Store for $200.
