Review Time
Terrible service! I've not received my glasses, and trying to determine why the order is in limbo, tracking stalled, customer support simply apologizes and tells me to continue waiting... when it's clear the tracking simply stopped a week ago. Back and forth texting all day long with zero results.
I have ordered from Zenni twice. The first experience was basically flawless. Glasses are decent quality but broke pretty easily. I unfortunately had to reorder new glasses. The styles change or “retire” quickly so you can’t reorder the same pairs. My second order has been a nightmare. I placed my order on January 22nd for 5 pairs of glasses. 2 main pairs and 3 cheap back up emergency glasses. My order was shipped within 1 week and was supposed to be delivered on January 31st. Nothing shows up. I watch the tracking for the next 11 days and nothing, I call Zenni concerned about my package. They said I had to give the full 14 days plus an extra day or 2 before they could help. I receive a delivery confirmation on Thursday February 12th. I see no delivery so I see delivery notes stating it was left in my mailbox. I open my mailbox to a USPS envelope with the Zenni bag they were shipped in empty. Post office claims package was received unsealed. So now it looks like I had received my order. I call customer service immediately. I say I have not opened the envelope yet but it is the empty package. I take pictures of everything and send to customer service. They tell me how sorry that are this happened and they will deal with usps on their end. They will remake my order expedited and it should ship within 2-3 days I should have new pairs within a week and they will email me my shipping confirmation asap. 6 days goes by with no update. I am told they are in production and I will receive an email within 48 hours with shipping information. I am offered 10% refund on my order. 48 hours later I reach out as I have received no information and I receive an email today stating that due to factory shut down in China for spring festival my glasses were not expedited but they are now complete and will ship to the US in 3-4 days. My previous order that was not “expedited” was shipped from Ohio in less than 7 days from my order date. I now have to wait 3-4 more days plus 3-4 days at least to ship once they make it here. I could have gone to my local eye dr and gotten glasses within 5 days. The cost would have been about 50-60 more but to have had them within 5 days would have made it worth it for my kids sake.
On Jan 16/26 I ordered 2 pairs of glasses and one pair of sunglasses. I had them sent to my local Canada Post, which is right across the street from where I live, because I would not be home for the delivery. Canada Post has accepted many packages for me before and assured me once again there would be no issues with them accepting it, and me picking it up from there when I could. For some reason that neither myself or Canada Post could figure out, FedEx REFUSED to leave the package with them - and not because I specifically contacted FedEx and told them it would be left with CP, or that FedEx has literally done this countless times before, but the driver didn't even attempt to bring the package inside. I got confirmation that the driver pulled into the parking lot, was there for a few minutes, and then drove off. To my surprise, around that same time I then got a notification that the package was "Underliverable / refused by the recipient" yet they didn't even attempt to deliver the package. Unbelieveable.
I contact Zenni and let them know of the issue, and also contact FedEx. On Zenni's end, all they tell me to do is 'contact FedEx' as its not their problem. I do that and get a huge run around with FedEx that I can't change the delivery adress, I can't request the package be held for pick up, etc... as the shipper, Zenni, needs to do so. Over the course of 2 weeks Zenni refused to contact FedEx, but also refused to provide other options. I battled with FedEx and Zenni for nothing.
I used their live chat feature to speak to a rep and she was helpful. She understood the situation and apologized for it, and had a replacement order entered, completed, and shipped all in ONE business day (Jan 31/26). I even emailed Zenni AND gave the rep on Live Chat a new address to send the order to in which I would be available to receive it, and both confirmed they would update the address in hopes there would be no delays with the replacement. The next day I get the tracking info only to find out the address was never updated. Instantly contact Zenni and I get an 'we are so sorry this happened', but they WONT do anything. They wouldn't contact FedEx to update the address, nothing. I was then left to contact FedEx yet again, but still they said it had to be done by the shipper and Zenni still refunded to do so. Finally after another WEEK of arguing and trying to get things set right, Zenni agrees to send a SECOND replacement, but theres a catch - the first order was done and sent in 2 business days, replacement #1 was done and shipped the same day, but since I got a refund on my shipping at one point during this whole circus act, my second replacement wouldn't be shipping out for over a week. At this point I'm done with the company and done waiting for glasses. I contact them on Live Chat again, and told them if the replacement was not completed, then it was to be cancelled and refunded. That was that. They agreed to cancel and refund it and I went elsewhere to get my glasses. This entire ordeal lasted almost a full MONTH and not a single Zenni rep took any accountability, barely showed any care or urgency for the customer OR the fact it was for prescription sunglasses. And better yet, its been another week since being told I'd get a refund, and I still haven't got it.
Take your money elsewhere, this company is not worth your time OR your money. Absolutely terrible all around.
Repeat customer here (6–8 pairs purchased), but this last experience was very disappointing.
I specifically chose frames labeled “24-hour shipping,” paid extra for express delivery, and ordered on Feb 2 — yet I didn’t receive my glasses until Feb 12.
When I called, I was told there was “another box that needed to be checked,” and then informed that express service can still take 5–10 business days, which completely defeats the purpose of paying for faster shipping.
I spent $400+ expecting reliability because I had an upcoming trip. In hindsight, I could have bought locally and had them much sooner.
Bottom line: Product quality is acceptable, but don’t rely on their advertised fast or express shipping frames or actual delivery.
Very disappointed and unhappy about my two attempts at doing business with this company. I have ordered two pair of progressive lens eyeglasses from them in the past month. I can see fine through the top of the lens. The bottom is horrible. I even used their app to measure my face (which also reads the PD). I will be returning this second pair and I will not be ordering from them again in the future.
I ordered a pair of prescription transition glasses, and although the postal service marked the order as delivered, they didn't arrive. The support team was polite, easy to work with, and responded quickly. My order was redone and sent to me promptly. I've had transition glasses in the past that didn't function well in the car, but these lenses work excellently and transition quickly. I highly recommend the service.
My experience with the service was quite positive. The glasses arrived promptly, fit comfortably, and the quality was in line with the price. It's a budget-friendly and convenient option for eyewear, although some frames might seem a little plain.
I had a fantastic experience overall. The glasses I ordered arrived promptly and met my expectations perfectly. When I received a pair that didn’t fit well, the return process was straightforward, and I was able to get a replacement pair that fit wonderfully.
My experience with the company was very disappointing, both regarding product quality and the customer service that followed. I purchased a titanium frame that broke in less than a year, which was unexpected. Upon inspection, I found that a crucial compression piece was missing from the start — a clear manufacturing defect. Resolving this issue was even worse. I spent nearly two hours explaining the problem to support, but nothing meaningful was done. When the case was escalated, the supervisor offered no real assistance. Instead of addressing the defect, I was met with a standard warranty script. There was no investigation or accountability. Receiving a generic promo code instead of a proper resolution felt dismissive, especially given the defect and my wasted time. If this is how the company handles flawed products, especially at the supervisor level, it speaks volumes about their priorities. I expected better and unfortunately cannot recommend them after this experience.
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