Zenni - return & repair

[bhyde]

I have bought maybe ten pairs of glasses from ZenniOptical.com over
the years. And of course when I finally convinced my wife to take a
chance we got the first pair that had a problem. She reported that
these new bifocals made her queasy.

So I took the glasses to a local shop and asked if he could pull the
prescription off a pair of glasses, which they can. He explained that
the accuracy of that wasn't perfect. I then said my wife had bought
these glasses and complained, and I was curious if the prescription
was right. He said no problem, and spent a few minutes pulling off
the prescription.

Meanwhile the nice ladies in the shop said admiring things about my
frames and the frames on my wife's new pair. That lead to an attempt
on their part to figure out what brand the frames were so they could
order some up for their store. :).

So he gives me the prescription and says that he was a bit surprised
to discover there was some prism included.

Later, comparing the prescription that prism bit was the only thing
out of wack. You see, my wife's prescription does not include any
prism. Also, you may recall, that ZenniOptical doesn't handle
prescriptions with prism. Pretty mysterious all around.

So I got a return authorization from Zenni. Time passes; and they
have sent me two notes: They are remaking the glasses.

So a happy outcome. I assume.

It's a fascination how Zenni's customer service seems unable to sugar
their communications, they are always kind of abrupt. Seems like an
easy problem to fix; ah well. I'm a cheapskate, and hence a very
customer.

Meanwhile we went ahead a bought my wife a pair thru the usual
channels, they only cost five times what the Zenni pair cost ;).

[rob]

I think the sparse communication is part of the deal with them. I have
several pairs from them, all have been very good. Lately they seem to
come quickly-- about two weeks.

I had a rimless pair I've had for over a year and worn every day, and
the frame was getting a little corroded. I ordered their "replacement
frame" option. They charge you half price and half shipping, so my
replacement frame was $12.50, including shipping. It came with a new
glasses case and a dandy little slotted/phillips/nutdriver tool and
new microfiber cloth.

The main reason I chose Zenni is that they are the cheapest for
progressive lenses. Whatever lens they use is very comfortable for me,
and for a pair of rimless progressives with anti-reflective coating,
totaled $61.85 including shipping.

If you want tracking of the order, order status, etc., that's not
their strength. They do email order confirmation, and then email you
when the order is mailed from California. I haven't had to call
customer service.