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.
0 comments