I ordered prescription eyeglasses from Zenni Optical in October 2005 (cost $50.85). They were very slow being shipped and so after about 4 weeks I called to check on them. I was told that they should arrive any time. After another week or week and a half I called again. Still no word so I waited. On the 3rd (or perhaps 4th)call I was told that the frames I had ordered were too big for my IPD (inner pupilary distance) and I would have to choose different frames. The rep helped me choose different but similar frames (which were a few dollars more but the extra cost was waived). I then suggested that since it had been about 6 weeks and I had to hound the company 3 or 4 times to even find out what the problem was that I felt the glasses should be discounted by 50%. The representative said he could not do that but that Zenni Optical would give me 50% off my next order of glasses. (I have an email dated 30 Nov 05 confirming that promise.)
Well, when it came time to order more glasses, I called and referenced the email. I was told that the representative that had told me I would get 50% off no longer worked there and was not authorized to offer that discount and they would not honor it. I asked to speak with the manager. The lady (who was very rude as soon as I told her what I wanted) told me she was the owner. I called my credit card company since they protect me from rip-offs when I purchase with their card. They advised me to order the second pair of glasses and then request the 50% off again since they could not do anything about the orginal purchase, being a little over a year old. I ordered glasses again and again, Zenni Optical would not honor their 50% off commitment. My credit card company credited me the 50%. I don't know if they sought recourse from Zenni Optical or not.
My titanium frame of my new glasses broke yesterday (Glasses were shipped on 11/26/06 and arrived in early December). So, my $68.00 titanium frame glasses (an extremely strong frame according to their website) lasted about 3 1/2 months. When I called, they said that frame is no longer available and I would have to order (and pay for) new glasses. FAT CHANCE!!! If the frame was still available, I could have purchased it for half price and installed my lenses in the new frame.
Side note. The first pair of glasses came apart where the bridge piece attaches to the frame on one side and according to a local eyeglass shop cannot be repaired (titanium can't be soldered or welded). They also said they broke because they were mismanufactured. The happened less than a month after I received the glasses but because of a death in the family and other more pressing problems, I resorted to my old pair of glasses and did not contact Zenni Optical for several months. At that time, they said the glasses were out of warrentee which is very understandable. However, I have now had 2 pair of Zenni optical glasses, both broke after a short time of use and customer service was lousy both times.
Beware. Zenni Optical is not someone you want to deal with.
Santa Barbara County, California