Zenni.com / Online Eyeglasses

[Quesports]

Hello to my fellow AZ members.. In past threads regarding eyeglasses for pool I have recommended ordering from Zenni.com.. At this writing I am retracting that advice due to difficulties I am experiencing with them. I placed an order for two pairs of glasses in late November of 2022, one of the pairs was and is great. The second pair were going to be for pool only and has not worked out. Zenni informed me to ship them back for inspection which they paid for and I did ship them back. They inspected them and admitted they were made incorrectly! Since then, things have gone awry. They seem unable or unwilling to remake the glasses or refund my money. So, at this point I am giving them one more day to correct this mess and do the right thing.. I have hopes they will and misgivings they won't. So, we will see.

Before anyone does business from here based on my past referral to them, I think they would be wise to look them up on the BBB first and then proceed with caution until a time when they complete my original order. I will come back and update this one way or another when it is resolved....

 

[Quesports]

As my work continues in attempting to get a resolution with Zenni.com, here is the link to their BBB rating and the numbers of complaints filed in the last year and the prior two years. 326 complaints, closed in the last three years and 117 complains closed in the last year. Somehow, they maintain an A+ rating with the BBB...

Which makes me wonder just how many other folks have lost money because they just did not bother to register complaints? It must be a staggering amount of lost cash for those folks.

I also just printed out my cell phone records to see how much effort I have put in to get Zenni.com to refund or make good on my original order. From 12/18/2022 till 01/14/2023 I have over two hours on the phone with them.. I know what your thinking, why would anyone spend that much time on this case. IT is all about principles and stealing and defrauding senior citizens, or anyone for that matter, is totally unacceptable and I will fight them on social media now as doing it any other way has produced no results.

I have found one interesting footnote. Many large companies have multiple customer service departments and one of those deals only with social media related complaints. That is how important their social media presence is to them so that is why I am now redirecting my approach.

Anyway. here is the link: https://www.bbb.org/us/ca/novato/profile/optical-equipment/zenni-optical-1116-55676

 

[bbb]

sorry to learn of your aggravation
hope you get a happy resolution
i still highly recommend gordon at billiard-eyeglasses

Billiard Eyeglasses

 

[Quesports]

sorry to learn of your aggravation
hope you get a happy resolution
i still highly recommend gordon at billiard-eyeglasses

Billiard Eyeglasses

Thanks for the sentiment. Glad that billiard eyeglasses worked for you. I have nothing but good to say about Decot, which I used for years. But the inflation is taking a real bite out of us so my wife and I have concluded that cutting back is the thing to do for now. We have an annuity due to mature in three years which will make a huge difference. Till then it is time to tighten up the expenses on fun stuff!

Stupid politicians only think of themselves! Maybe they aren't so stupid after all. Selfish is a better word... LOL

 

[Quesports]

As I await and hope for a resolution to the situation with Zenni.com I looked at another online eyeglass company called EyeBuyDirect.com..

Looked interesting and has BBB accreditation, whatever that is.. Anyway, they have quite a history with the BBB complaints as well. Here is a link to their history from the BBB website.

EyeBuyDirect, Inc. | Complaints | Better Business Bureau® Profile

View customer complaints of EyeBuyDirect, Inc., BBB helps resolve disputes with the services or products a business provides.

www.bbb.org

I am seeing a disturbing pattern, not that it surprises me after what I am dealing with now. I have filed a complaint with the BBB and will see how that works out.

 

[Klink]

Companies pay for a BBB rating. It is useless to determine if they are a good business or not.

Sent from my SM-G965U1 using Tapatalk

 

[Quesports]

Companies pay for a BBB rating. It is useless to determine if they are a good business or not.

Sent from my SM-G965U1 using Tapatalk

The BBB ratings are meaningless. All the company needs to do to maintain their A+ rating after a complaint is registered is reply to the complaint. They are not required to actually resolve the complaint. In order to learn what happened you have to follow the case replies to see if they actually do resolve it to the satisfaction of the complaining party.. lots of times they do nothing.

Furthermore I found many companies the BBB recommends and states they are an accredited business with the BBB are not even listed by the BBB. I performed searches on their website with the name and location of the company and came up empty. No information whatsoever! Yet they are accredited by the BBB.

I have registered a complaint with the BBB against Zenni and will give it a couple days to see if I get any real action or more double talk.

I have other avenues but want to take one step at a time. The FDA is on my list because they have an FDA license.

 

[Quesports]

Another day and more abhorrent behavior from Zenni, but there may be a glimmer of hope!

I received a reply from Zenni to my complaint on the BBB website.

They are sorry the glasses did not work and are ready to order the remake and want me to contact their customer service department and order my replacements. Sounds pretty easy, but we shall see.

I place the call and speak with a rep named James. At first, he is reasonable but that did not last long. Suddenly he decides to put me on hold to review my order. Oh, Oh I am thinking, here it comes. Sure enough, he gets back and starts with the same old nonsense as all the others. He begins by misquoting the frame identification numbers and I quickly call him out on that. On hold again. He gets back and states I am beyond the 30 day replacement period. I instantly tell him no, you got my shipment of the bad glasses back some time ago because Zenni has already inspected them and found they had been made incorrectly. On hold again. He gets back and starts some more crazy BS and I stop him by asking him if he wants me to read him the reply Zenni made to my complaint on the BBB website. This slows him down momentarily and he decides he wants me to take a picture of the Zenni reply and send it to him. I refused and asked him if he was willing to go against the reply from his superiors at Zenni and deny my order or are you going to place the order like Zenni has stated they would do? I then said it is up to you James.

On hold again. He gets back and sheepishly tells me the order has been placed for my remake and I will receive a confirmation email within 24-48 hours with my information and new order number.

I hang up and call the BBB complaint resolution specialist to ask some follow up questions. I have 7 days from now to respond to accept or decline Zennis's offer. I will respond on the 6th day or so with my decision. In the end I will accept their offer to remake the glasses as I have done. Once I receive the new glasses if they are not made correctly then I can reopen my complaint on the BBB and see what comes next.

It's all about principles, they took my money then thought they could just snowball me with BS and outright lies and steal my money. That is not going to happen, and I hope they know that now.