Zenni Optical Delivered defective and unusable glasses twice and now refuses to issue store credit or full refund Novato Internet

On 06/16/2014 my husband and I ordered 2 pairs of glasses, one regular prescription and one prescription sunglasses. The total paid for our order was $131.74. When we finally received the glasses around 3 weeks later, the prescription lenses were wrong and the sunglasses lenses were not dark enough. Both frames were huge! Not at all how it looked like in their photo preview. The glasses could not be used.

So I contacted Customer Service on the phone and I was instructed to return both glasses for a full store credit.  I was instructed to order the most expensive sunglasses lenses, which should be dark. We got the 100% store credit on 07/09/2014 and I ordered 2 new pairs on 07/21/2014. The total for the new order was $135.42. We received the new glasses on 08/08/2014 and to my dismay, the new glasses were also defective! The new regular prescription glasses were wrong, and the worst of all were the sunglasses, for there was a gap between the frame and the lenses – like the lenses were cut wrong and did not fit the frames. I contacted Customer Service the same day on the phone explaining the issues, and I received an email from them (which I have a copy) also the same day 08/08/2014 apologizing for my problems and instructing me to return the glasses for inspection, the email also stated that if the glasses were made incorrectly they would provide me with a remake and if they were made correctly (not defective) then I would have the choice of another 100% store credit or 50% refund of money paid to my credit card. I obviously chose the store credit because I don’t want to give away more than $65 for nothing.

I returned the glasses and according to my USPS tracking receipt, Zenni received them on 08/16/2014. I contacted them right after that date and they explained to me that the warehouse was backed up and it may take longer to acknowledge receipt of my return and issue me the store credit and that I should wait to receive a store credit email. On the week of September 8, since I have not received any email from them, I called the customer service number again.  The agent told me they had in fact received the glasses back, and that I should receive the store credit email soon.

On the week of September 16, 2014 (4 weeks after they received the defective glasses back from me) I called again, questioning why I had not received any email concerning my credit, since I still need to order glasses. The representative then went on to explain to me that an inspection was not made because I called asking for a store credit, but at the same time a credit would not be issued because they cannot issue a store credit twice, and they would only refund me 50% of the money I paid.

I asked to speak with a supervisor, the representative Stacy told me they were all in a meeting and that she would pass the message along and they would call me back at their convenience. I asked for an email that I could send my complaint, she told me there was none. Basically she was telling me wait for us to call you back maybe.

Bottom line, after paying $135.42 for 2 pairs of glasses and receiving defective and unusable glasses twice, paying all shipping back and forth (Zenni charges $4.95 for shipping each time, plus I had to pay the shipping to return the glasses to them both times) totaling $19.80 in shipping costs for me, I would only receive what the representative estimated at $64 back in my credit card. This is unacceptable.  

Zenni sent defective and incorrectly made glasses to me twice (they were also poor quality, but you get what you pay for) and nowthey refuse to fix their mistake by issuing me a store credit or refunding 100% of my money.  How the customer can be responsible for their manufacturing mistakes? The glasses are unusable! I don’t trust them, what I really would like is 100% of my money back ($135.42) so I can buy the prescription glasses that we need! I will pay more at the store but at least I will have them!