Common complaints about Zenni Optical include problems with the company's products and services, delivery issues, warranty problems, issues with advertising and sales, and improper billing or collection. The Better Business Bureau has received such 160 complaints against Zenni Optical over three years as of August 2015. The Bureau has also received complaints regarding the company refusing to accept returns during its stated 30-day return period.
Over 5,000 people like the Stop the Zenni Optical Scam page on Facebook, which claims that the company promotes its products using fake comments and reviews. The page suggests that Zenni's customer service representatives regularly ignore customers or treat them improperly, that the company delays return requests to push them outside of the return window, and that the company encourages customers to "get used to" what they believe are incorrectly filled prescriptions.
The company has a 9.05 out of 10 rating on ResellerRatings, where over 35,000 of the company's 40,000 reviews have rated it five stars out of five. MoneyCrashers recommends that customers consider the site based on low prices, which it says make the company's products good substitutes; however, its review notes that Zenni offers limited selection, no opportunities for customers to try on glasses before purchasing them, and a stringent return policy. Moreover, customers may have a difficult time determining their pupillary distance measurements when they submit their orders and must take their glasses to a third party to have them adjusted to fit them properly.