Zenni Optical

I've been wearing glasses from Zenni for years now and I'm completely happy with them. All three pairs I have at the moment have been dropped, sat on, trodden on and generally mistreated endlessly. Zenni Optical have chips all around the edges of the lenses, and I'm a bit short of the odd nose piece or ear protector here and there. But they only cost thirteen bucks a pair, including the lenses, and they've lasted better than any of the more expensive frames I've bought in the past. Any damage is entirely my own fault, because I didn't take them seriously at this price.

The site looks like it was thrown together in a hurry and doesn't instill much confidence on first viewing. This is definitely "Web 1", and done on the cheap at that. But hey, they have complete pairs of glasses starting at nine bucks. What do you want, a fancy shop front or great value?

Living in The Valley, my optometrist (optician, for the English audience) sells frames by Gucci and lenses by Zeiss and I wouldn't even dare to mention wanting anything under about two hundred bucks. I get fantastic eye care, but I definitely won't buy glasses there because these are so much better value and I can live without a Gucci logo.

The very best, memory titanium frames here still cost under thirty bucks. You'd be hard pressed to spend even a third of what your high street shop is going to charge you for the same thing.

Before using Zenni, I got my specs from 39dollarglasses.com and I thought I was getting a bargain then. This is even better. If you want value and maybe even some style without the designer label, this has to be worth your time. If you have young kids or heavy pets, this is a great idea for spare pairs of specs that you can risk damaging.

I'd say if you're skeptical about the low price, keep your current pair and buy one from here to try out. They're cheap enough to throw away if you really don't like them, so there's nothing to lose. Highly recommended.

I would give this customer service 0 number of stars if I could. I started my journey at around 11 o'clock this morning. Every time I try to order my glasses online the page would freeze or I would get an error saying "the cookie is too big"or "bad request" so I called and I got Nick and I asked if he would check to see if my order went through OK because when I was putting the order through and trying to use my store credit it said it would apply it at the end of the order. This is why I called again and I got Nick asked if he would walk me thru the process again as the order I placed did not go thru. He said he would walk through the process with me because the first two times i thought it went through it didn't. I asked him to make sure that my store credit is applied and he said "oh it will at the end when you check out." Of course when I got to the end to check out and he already hung up I found out that the store credit was not applied and Zenni Optical already taken the other $61 out of my account. So I called back again and I got a girl named Ann and she said there was nothing that they could do about it. I would have to wait until next week to have that credit back I told her the item was only pending and they could just delete it now as I needed that money for food that I had already ordered and so I asked to speak with a supervisor so she asked if she could put me on hold I said "sure" well after about 20 minutes she came back and told me there was nothing they could do until next week I asked for a supervisor. She said a supervisor would call me back because she (supervisor) was assisting another customer. I told her I would hold for the supervisor. She asked "can I put you on hold" I said "sure" she put me on hold and then she hung up on me. So once again I called back and guess who I got? I got Ann I told her I didn't appreciate that she hung up on me she said "well I left you two voicemails" well of course there were no voicemails. If she had called I would've been able to pick up that call while I was already on the phone with her but she didn't call she just lied. I waited over an hour for a supervisor and of course no one called. Again I called back and I got a fellow whose name is Carlo. So again explained the same situation to Carlo. They always seem to ask for the issue then maybe I can help I got the same customer service. He put me on hold for 30 minutes. He kept checking to see if I was still holding. Yes I held for at least 30+ minutes and then told me a supervisor cant call me back until 24 to 48 hours so I asked him why It would take that long why couldn't I just talk to her now. He said well you have to hang up so she can call you and I said well what is her name and I'll just know who she is when she calls. He had to put me on hold again because he didn't know what the supervisors name was. When he returned he said "she's trying to reach you right now and you are still on the phone with me." I told him look I can talk to you and I can talk to her at the same time she is not calling me. And he said well now she has left you two voicemails and I told him I knew that wasn't true and that I knew that he was lying to me and again I got the same story I mean these people will just give you any story to get you off the phone they are very rude and they just lie I will never deal with this company again and I would not advise anybody. Unless you are a gluten for punishment. I will probably never get my money back and have to cancel my order for food. Buyer beware!

I went through all the steps to purchase a pair of glasses. Altogether, Zenni Optical were $100. I received them and instantly loved them. They look great on me, the prescription was correct, etc. But about 2 hours later, I started getting a terrible headache. This was a headache not caused by the prescription, but by the fit of the glasses. They felt as if they sat on my nose incorrectly, and this actually caused a headache. I forced myself through my work day with them (I cannot see without them, so I couldn't remove them) and by the end of day, I had a full-blown miserable migraine. I went back to my previous pair until my headache went away, and then tried the new ones again... same thing; 2 hours later, a terrible headache. I also noticed they slid down my nose, so loving them as much as I did, I decided to buys some nose pads. I did so and they looked terrible and didn't help. So I went online and ordered some rubber ear grips. They took a couple of weeks to come in, and when they did, they were awkward and hurt my ears after a time. It also didn't keep me from getting the headaches. But still, i LOVED these glasses, so I persisted. For a couple more weeks, I continued to try and find a way to wear them. I even took them to a local eyeglass distributor to have them size them for me, but the material of the frames does not reshape, regardless of the heat applied.
Unfortunately, there's just nothing to be done. So I went to the website to try and exchange them, and found that you only have 31 days to return. I had spent weeks trying to make them work, having no idea that my window was closing for returning them - hell, I didn't WANT to return them, so it never dawned on me to even check.
I emailed support, told them the long, drawn-out sob story above, and she basically responded with, "sorry, 31 days!"
So I am just out $100. Brand new, worn 1 month, prescription glasses that I guess I get to now just toss in the garbage!
I spend a LOT of money on eyewear - I am legally blind without glasses. I loved these and the prescription worked, so I had decided I would be buying all of my glasses and sunglasses from them, as well as my children and spouse's. But if they're not all that concerned with keeping me as a customer and standing behind their product, why bother?
Do yourself a favor, go to the eye doctor and try them on in person. The internet, or at least ZenniOptical.com, is no place to trust your eyes.

So first I ordered myself a pair of glasses which I was very satisfied with and would have given zenny five stars. However I was so excited that I added my husband's prescription to my account to order him a couple of pairs of glasses. Well for some reason when you pick your frames and then you pick your prescription you get caught up in this circle of entering the date of birth for the RX and then you go around and around in this circle of entering RX then entering DOB then entering RX. Finally you manage to get the spaghetti to stick to the wall. Before you know it all of a sudden the wrong prescription is assigned to the glasses and you order them not realizing that that happened. Turns out I've got a pair of my husband's frames with my prescription in them except they're bifocals and I don't have bifocals... I know exactly how this happened because it took me several tries to get my husband's prescription to attach to the order. So I can imagine that I got confused about what was happening. I do not want to pay to return these glasses I don't want another credit and I don't want to pay half of the price for restocking. So I think next time I'll just use warby Parker

Zenni is terrible. So, I have a couple pairs with my same prescription so I know how they're supposed to feel on my eyes. I ordered two pairs from zenni and when I got them, my eyes felt horrible, I couldn't see right, or clearly. I could tell something was off. So I sent them back for zenni to check. And Zenni Optical were like "we're sorry our team didn't create the glasses up to our standards, we will re make them" so basically if I wouldn't have known what my prescription should feel like for my eyes already, zenni glasses would have messed them up bad and gave me headaches because they can't make glasses correctly. Not only that, they wouldn't give me a refund. You only get store credit. Which I didn't want because clearly zenni is terrible. So, three money's later after all the sending back and them re-making, I finally get the re-made glasses. And they STILL ARENT CORRECT. They hurt my eyes, give me headaches. They're just not right. They just simply don't make glasses right. I don't know who they have back there in China making these lenses but they clearly don't know what they're doing and don't care about ruining peoples eye health. So now I'm sick of wasting more of my time and I'm stuck with crap glasses. Awesome.

Hi
I want to THANK Zenni Optical from the bottom of my heart. I have NEVER had a pair of glasses that fit properly and were comfortable, until NOW. I don't know if it's because previous Dr.'s didn't even measure them for me or what, and I had never ordered online, prior, it was always in office purchases. I followed the measurement instructions I looked up plus their guidelines and MY GLASSES CAME OUT PERFECT. & I was SO EXCITED at the CHEAP PRICES, I ordered 9 PAIR, and some I got night guard clip, 1 transition sunglasses, few other things, because I just couldn't believe it was so cheap, etc. & MY ENTIRE ORDER, with EXPRESS delivery, that arrived in about a week, with not only an email with tracking for it, but an email prior letting me know Zenni Optical were working on it, too, was ONLY just over $200. I could have just got 1 pair, but I figured that for what I would have usually spent, on just 1 pair, why not? EVERY PAIR I ORDERED FITS PERFECT & IS EXACTLY what the weight of glasses are, and what the picture looked like, etc. Each 1 came with a nice hard case & cloth and free scratch guard deal, etc. Once you're ordering, you see what's already included.
I have a sensitive nose bridge, so I went with all light weight, and THEY ARE, but trendy, well made, NOT cheap made, like their price, is.
I CAN NOT THANK YOU ENOUGH ZENNI. MY EXPERIENCE FROM START TO FINISH, including virtual try on's prior to purchase, was 100% AWESOME. THANK YOU.

I ordered glasses online from Zenni for the first time on 3/6/16. My 2 pairs arrived and were on my face 8 days later. I LOVED both of them. The quality was incredible. There was slight eye strain when wearing them indoors. (I only wear glasses for driving, and Zenni Optical were great while driving with no strain whatsoever for their intended purpose. There was only the very minimal eye strain when focusing on closer objects, which I don't need glasses for anyway.) It turns out I measured my PD a few mm off.

In the first order, I ordered a pair with 10% blue tint, and the tint was a little darker than expected, but I'm not complaining because I can use them as driving sunglasses. The other was a pair from the $6.95 selection, which ended up being my favorite, and which a lot of people have asked about because they love them too!

The day after I received them, I put in an order for 2 more pairs (with 2 different PDs) of the $6.95 glasses, and they arrived 13 days after ordering. Even found a coupon code for free anti-reflective coating! Again, I'm very impressed. One of the pairs is a thin, flexible metal frame which I'm not used to, so I'll need to adjust to them. I got clip-on shades for an extra $4. The other pair, I got $19 photochromic lenses and tested them out (especially after researching and reading complaints about photochromic lenses in general AFTER I placed the order.) But... I have ZERO complaints. They darken quickly in just a couple minutes in the Texas sun, and lighten better than many photochromic-critics stated, although they take about an hour to go all the way back to clear. I found my perfect PD with one of the pairs as well.

All of the glasses are great quality, especially considering for 3 of 4 frames, I paid $6.95. With all the add-ons, 4 pairs of glasses with a mix of anti-reflective, hydrophobic coating, tint, 1 pair of clip-on shades, and/or photochromatic lenses... my grand total was about $90. Even with my PD being slightly off with the first order, it was financially worthwhile to "test" a few PDs and have 4 pairs of multi-functional glasses for $90 than it would have been to go to a brick & mortar store, shell out $200-300 for 1 pair and have my PD perfect the first time.

Zenni is becoming an addiction here...

Ordered my first pair of progressive, transition glasses only to find out that I had ordered child's glasses however I wasn't aware that child's glasses are included in WOMENS eyeglass searches! I received 100% store credit to reorder adult size progressive transition glasses and paid express shipping for second order only to find out that the transition sunglass DOES NOT work inside a vehicle and being that I am a school bus driver and ordered these for safety Zenni Optical ARE USELESS FOR ME. HOWEVER, I am now told by Zenni that I can only get 54.95 total back on these horrible glasses in order to reorder a new pair without transitions since I don't want to pay for something that doesn't work for me. SOOOO long story short, I will try a third time and use my refund amount of 54.95 ( I have 130.00 invested) toward a new pair without transitions and pay ANOTHER 35.00 ( now 165. Invested)to finally get these glasses correct ( 3rd pair will cost 89.00 but I have 165.00 to Zenni). I love Zenni but I don't like that the customer is expected to know every detail while ordering. Next time Lenscrafters

I use to love zenni until today. My first order I purchased 3 pairs of glasses. Zenni Optical were so cute and I was very satisfied I received them fast. I always order multiple frames because I like to switch up every day. I ordered my frames on June 12 and I check my tracking information everyday because I need my glasss to see and drive. So I checked my tracking this past Thursday June 21 and it said my glasses will arrive Friday June 22 by 8 pm by the usps. So I checked again Friday still the same information. So I checked my mail box after my mail carrier left no glasses. I waited to after 8 pm to check back and no glasses. So Im confused I called a postal supervisor to check the info and they had the same info. This is the provider that they choose to work with as it relates to delivery. I am very aware the 14-21 day to receive the item. But my descrepancy is that they give u the tracking info for what invalid info. I waited to Saturday to make sure the package aint get lost Im the mail carrier dropped it off the next day no package. Now when I go online it said the package is in trasit. How can a package go from the post office on its way to my house to back in transit. I called a supervisor today and was hung up on. A supervisor job is to take care of situation that the representative cant handle Im very upset because my glasses are broke and I cant see so how patient can I be I need my glasses. I called back and the representative told me only one supervisor was there but she couldnt give me his name and he refused to talk to me. She told me to contact the main email I did but yet they are telling me the same information 14-21 days. But my package said it would be delivered on June 22,2018 on the tracking information. I will never shop here again. If u want to get good customers if u have a issue with you order this is not the place to go cute glasses though. But but worth the stress.

(I posted the chat so you guys can see that Zenni's customer service is horrible!) New to wearing glasses, I first contacted Zenni, Zenni Optical told me to give my eyes an adjustment period. I was persistent, and I returned the frames. They said the ophthalmologist found nothing wrong with my glasses and sent them back to me; BTW, I had to pay shipping and handling. Still not satisfied, now recurring headaches, I made an eye doctor's appointment, and let's say I'm agitated. Zenni not only gave me incorrect RX, but they have two different prescriptions in my one frame. My left eye has something different than my right. I understand that some people may have this issue, but not me! So instead of fixing a mistake that has been an ongoing issue, as the representative said, I've sent these glasses back to their company for review, the representative hides behind the return policy. The unfortunate mistake is with COVID and me being a fireman; I couldn't make it into the doctor's office until now, mandatory overtime as a FF/ Medic. Rather, it was 30 days or six months, and the frame Zenni issued was incorrect and did not measure up to the prescription I submitted. I wouldn't have known if the prescription was wrong until I asked my eye doctor to review the eyeglass prescription. Please save your money, and you want to purchase with a company that values customer service and fixing their mistakes! Please take your glasses to your doctor's office and make sure the prescription Zenni has issued matches the one submitted?

Conversation with Zenni...
Leah Z - Zenni
How may I assist you today?
I went to the doctor, and they said my Rx was wrong on my last order
Leah Z - Zenni
We're sorry to hear you're having difficulties with your glasses.
Leah Z - Zenni
May I know your order number so I can check? It starts with the letter "o".
Adjust my fit
Adapting to progressive lenses
How to care for my glasses
Troubleshoot and returns
Leah Z - Zenni has joined the chat...
O*******166
Leah Z - Zenni
I found your order o*******166
Leah Z - Zenni
I noticed that it's an order in 2021-01. I hate to say that, but it had exceeded our 30 days warranty too long.
Leah Z - Zenni
We are not able to offer ant return option in this case. Really sorry about that.

Zenni optical offers to replace the frames only on a broken pair of glasses. (Which means I have to re-insert the lenses. *My inner voice, "Whatever, I'll just take it to my local eye shop and see how much Zenni Optical would charge to do this.")

The frames nor the tracking number did not arrive in my physical or electronic mailbox after 5 days. I called them and asked and they said they did not know when they would be shipped. This makes no sense. I offered to pay for FedEx so that I could get them sooner. I was willing to incur the expense of the shipping and then taking the frames to my local eye store and having them re-insert the lenses. They could not, would not meet me halfway. I asked for my money back because their glasses broke in less than a month of normal wear. I am a 50 year old chronic pain patient. I don't do dangerous physical activities. I wanted my money back for their poor service and they offered me 50%. Their product is defective and their service is inadequate. How is that 50% my fault? The live person didn't even offer store credit. I just want to be made whole. And see.

Yeesh, where do I begin? I ordered sunglasses from their company late last summer which was all fine and good until one of the lens popped out of the frame a couple months later. Since I was already past the warranty, I didn't qualify for a refund, plus I was aware on reddit that this company is stubborn about that. Needless to say I was able to pop the lens into the frame and still use them, despite the fact that the defective lens would pop out on and off occasionally.

A few days ago when I had my sunglasses on the defective lens not only popped out but after many months of stress on the frame, the frame broke on the side, too! I was so irate. So, I wrote a review harping on the bad quality. Zenni contacted me as a result of this review and advised me that I should contact their customer care to get a refund as Zenni Optical would make an exception for me. Ok...

I didn't want to call so I sent an email as directed (with the order number as directed) and one of their representatives from China (because this company is too cheap) told me that I was already past the warranty and I was pretty much SOL, although she stated that I should feel free to purchase another pair. What?! At that point I was pissed. I sent her screenshots of the messages Zenni sent me which indicate they made an exception for me.

I just found out today that instead of issuing a refund, this same crazy representative reordered the same sunglasses AND reiterated that this was an exception! I don't want your horrible sunglasses and I never said I wanted a replacement! Where in my message from Zenni did it say that I should get a replacement pair? But I guess that's cheaper for them instead of giving my money back.

Buyer beware. You get what you pay for both in product quality AND CUSTOMER SERVICE. They're fine if you have no issues but should you EVER have issues with what you received, it's going to be an absolute nightmare working with them.

Ive ordered more than a half dozen glasses from Zenni at an affordable price and I'll continue to purchase my frames there in the future. My frames are all beautiful, inexpensive and most importantly Zenni Optical WORK if you give them the right PD calculation and prescription. Some frames are more sturdy and delicate than others, but I've had NO issues with my frames breaking. Zenni has an inexpensive BEAUTIFUL selection of thousands of frames and their customer service is wonderful, as is their user friendly and very informative website. Be sure to check out their How To Videos before shopping and ordering from them, they'll explain exactly the steps you need to take to make the most of your product and purchase. This is. Hands down. The best way to purchase eyewear for your eyecare. I wasnt paid by Zenni to write this review, Im just sad that I didnt know about Zenni years ago, they would've saved me a fortune! I dont want others to get ripped off from places like walmart or lense crafters, go get an eye exam from your local optometrist then take that prescription and order frames from Zenni, you'll save so much money if you take this counsel, you'll not be disappointed. Youre welcome :))

I'm incredibly confused how this company has any positive reviews other than the glasses are cheap. But that's what Zenni Optical are - CHEAP. I ordered a pair of glasses and when I got them, they were definitely wrong. Vision was blurry but then things were closer than they really were. So, I returned them, got store credit, and then bought another pair (same prescription). I had to pay for shipping again. This pair was also wrong, but even worse. I had NO typos in my prescription when I entered it, and even sent them the copy of the prescription from my doctor, and they still claimed they were right when it was obviously not. And to make matters worse, the glasses were bent. I emailed customer service and they try to tell me to bend them back... Why I am bending my "new" glasses back?... why are they even bent in the first place? Also, I was afraid to do so because I was afraid they would break they were so cheap feeling! They come up with every excuse to point the finger at you for the return reason so that they can keep your money and give you store credit that you probably won't use because you're done dealing with them after everything. The issues both times were clearly theirs, but now I'm out $70+ because I'm not going to use a store credit to take chances on a THIRD pair of glasses. I've gone weeks without new glasses now because of this. The customer service is awful and their policies are outdated. There are so so many more options for glasses that are also budget friendly that offer 100% money back no questions asked. The hoops you have to jump through with Zenni if something is wrong - regardless of whose fault it is, is a joke.

I rate it three stars for a couple of reasons.
It has very little to do with the product or the customer service.
The website isn't all that FRIENDLY. What I mean by this is you narrow down your search and it pulls up matches, you click to look at it and then you have to go back out and research. It doesn't allow you to just STAY where you are and open in new tab or window.
The shipping time varies between 7 days and 21 days because Zenni Optical come from China then to go Cali then get shipped out.
That's a pain. Shipping/tracking isn't updated and you end up harassing the online chat people in order to get an update which is ALWAYS generic and WAY off the mark with ETA.
The glasses aren't exactly as described, in some cases, and the sizing if way off. What i thought would be blue leopard print aviator cop styled glasses (Yes, there's a mental picture for you) ended up looking like kid glasses on my big head. The prices are great, shipping cost is fine, and they are usually fast to confirm your perscription.
Mainly my biggest complaint is their site and how not very user friendly it is.

I purchased lenses for my glasses within the year that are said to be scratch resistant. I told the staff that the VERY minor scratches on my glasses were a problem, especially with them being in my direct line of vision and in turn affecting my eyesight. I asked that Zenni Optical allow me to get them fixed or replace them, and they said they are not "100%" scratch resistant (duh) and that they only protect from minor scratches. After sending them a picture, they agreed the scratches were considered minor but that regardless they don't refund or fix "normal" wear and tear - I have had these glasses for 8 months, and I take very good care of them and keep them in the case. This is not normal. They would only offer me a 15% discount, assuming I would buy from them again and allow them to profit off of screwing me over. They would not help otherwise and were going on about warranties that did not apply to my question, so the customer service was not helpful as well. I should not have to pay another $60, for the same pair of glasses, to only receive the same result. Luxottica controlling 80% of eyeglass brands, including Zenni, can do better on replacements and fixes.

I'll be moving to Warby Parker, worth the money to not have to replace glasses entirely rather than get a fix. Do not trust this company, they don't care about how their customer service and products could be impacting their customers vision.

No fewer than 11 frames in a variety of styles with progressive lenses over the last year and none of the optics are satisfactory. The Zenni China experience went from economical to expensive in short order, over $600.00 USD and I still don't have one good pair of glasses. The Anti-Reflective coatings Zenni Optical use are sensitive to anything but cool water with mild soap, even high quality optical cleaner heavily diluted with water will in time break down the AR coating leaving thousands of micro fractures on the lens that cause flaring and a general smudged appearance, exactly what I was trying to avoid when ordering AR coating!?

Zenni has two options for pupillary distance: Single PD and Dual PD, but no entry for Near PD, be very aware of this when ordering progressive lenses. Zenni is like stopping into the Quicky Lube when what you really need is a professional tune-up.

I've since ordered a "Live Fitting" with Zeiss Schott Glass, yes it's expensive but so were 11 pair of "discount" Zenni lenses. Zeiss glass is superior optical technology that China has not yet been able to steal and ruin

Update: in response to the passive aggressive response from the company below, I've added this information, plus a photo of my reciept:

I paid $8.99 extra for a lense upgrade, I have it on the receipt despite what the representative is saying below in the reply. (Even though it does not mention it in the receipt description, when you choose to upgrade the lenses, I'm almost 100% sure it mentioned that Zenni Optical are higher in scratch resistance when you are adding it to your cart in the checkout.)

In addition, I first reported this issue within 3 months of owning the glasses (reported in Oct, glasses were purchased at the end of July). What type of product is only warrantied for 30 days? A poorly made one. Buyer beware!

Original Review:

Zenni used to be a decent brand. My latest pair lasted less than 9 months. Their customer support stopped responding to me as I was trying to get help, and even though I paid extra for anti scratch lenses, they got a huge scratch down the center of the lense with minimal use.

Then, several months later, they slipped off the kitchen table and the whole temple arm snapped off. Mind you, I'm a very careful person and my other two pairs of Zenni's from 2 years ago are still in tact.

I had to report Zenni to the Better Business Bureau, since no one from customer service was responding, and all they offered me was half off the same poorly made glasses.

I will not be purchasing Zenni glasses again.

I ordered a pair of eyeglasses from Zenni on December 5. My prescription contains an adjustment called prism. Their help system said that Zenni Optical could add prism to the prescription. However their web site did not allow me to do this. I placed the order anyway and sent a followup email asking them to add this value in. I sent this email minutes after placing the order. The timestamp on my email is 12:16 pm Pacific time.

On December 6th at 9:45 PM Pacific time I got a response saying that Zenni cannot add prism values to my prescription because I ordered graduated lenses. So I immediately sent an email asking them to cancel the order.

When I did not hear back from them I called their customer service line. I was told that all they could do was give me a store credit. Since they cannot fill my prescription this does not do me any good. Then they said they could refund half of the purchase price of $245.90. They further told me that this is because I did not respond within 24 hours of placing the order. But since I told them to cancel my order right after receiving their email, this is not true, so even by their own polices I canceled the order within 24 hours. It is true that I did not call with 24 hours, but I did send the email cancelation. Therefore, even by their own policies I should receive a full refund.

Obviously I will never order from them again. I have filed a complaint with my credit card company.

When my glasses arrived, Zenni Optical needed to be adjusted to fit better. I followed the directions on the Zenni website. Running the glasses under hot water from the tap caused the lenses to be damaged. I attempted to get a replacement through the online support and escalated my complaint to a phone call. When I spoke with the customer service rep on the phone, she actually said that I was only supposed to put the frames under hot water not the lenses. Really?! Is this even possible. The glasses are plastic, if I popped out the lenses I am certain the frames would have broken because they are so cheaply made. Zenni will not replace damaged frames. Do not order from them if you dont want to risk losing money. If you order glasses and you need to return them because they dont fit well or are damaged, plan on spending even more money. I have had to replace other glasses that I ordered and the replacement always ends up costing more money. Do not be deceived. You get what you pay for. In the future I will be ordering from Warby Parker. WP may be a bit more expensive but their customer service is outstanding. Zenni customer service is AWFUL and there glasses are cheaply made!