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.
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