By March 1, 2011

Zenni Optical Customer Service Update

I wrote about my eyeglasses from Zenni Optical a couple of weeks ago. I had a problem with one pair that I ordered. They appeared to be much stronger than the other pair I ordered. I feared I would get eyestrain from wearing them too long. I sent them in for repair after emailing back and forth with customer service a few times.

Once Zenni had my eyeglasses in their possession it took eight days to get them back again. They left me a courtesy call after they discovered that the lenses were fine, but the glasses weren’t shaped properly. I was given the option to get a credit on my account for 50% of what I paid for the glasses or to have the glasses sent back to me free of charge. I chose the latter.

The glasses were definitely better. I didn’t have the “wow I can see through walls” effect that I did before. While Zenni mentioned they adjusted the frames, they also adjusted the nosepads of the glasses. A lot. I am afraid of screwing up the glasses if I move the nosepads too much. However, I am not sure that I would be able to wear the glasses comfortably for a prolonged period of time. The pads seem too wide and flat now, and I doubt the glasses would stay on my face properly.
These nosepads want to hug you.

If I gave this particular pair of glasses a score, I’d say 5 out of 10, with 10 being the best. I wore the glasses for a few hours to make sure it wouldn’t get a headache and then put them back in their plastic case. These glasses will go in my bug out bag in case of an emergency. They will also serve as the Omega Man of my house glasses in case I break my other pairs. 😉

The other glasses I bought from them are much better. I’d rate them an 8 out of 10, which is about the best I would expect for $12 delivered.

The pair that I like are on plastic frames with no nosepads. The pair I don’t like as much are based on thin wire frames and have soft plastic nosepads.

I think the key to Zenni’s frame quality is avoiding metal frames. The metal arms on my pair are very thin. Overall the glasses seem a lot more flimsy than the plastic ones. I’m pretty sure it’s a cost-savings decision, but perhaps larger metal frames will be more robust.
The thin metal arms and the easy-to-flex frames make me worry about this pair’s longevity.

I’d still recommend Zenni Optical, especially if you are looking for “backup” glasses in case you break a pair or need a set in an emergency. I wear contacts just about all the time, but in case I lose a lens at work or something I know I have a set of eyeglasses just in case.


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