Review Insights · Google Play
Zenni | Try On & Buy Glasses
Zennioptical · 91,381 ratings · ★ 4.8
4.8
★★★★★
91,381 ratings
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Top complaints - extracted from 16 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"glasses"
6 negative reviews mention this · 38% of all complaints
★★★★★ "Wasted money on two pairs of bad glasses. Thats enough for me. They make it hard to close your account as well which is always the mark of a lousy company." - Matt Ash
2
"order"
4 negative reviews mention this · 25% of all complaints
★★★★★ "I get to the checkout and it just keeps erroring and saying "Your order has changed please refresh". "refreshing" it, and recreating the order from scratch results in the same glitch. I'm trying to give you dumb dumbs money, and you're refu…" - Brock Bakke
3
"prescription"
3 negative reviews mention this · 19% of all complaints
★★★★★ "this company is trash. they will consistently mess up your prescription. the customer service is so bad that you will be in tears after dealing with them. I award them ZERO stars and may they feel their incompetence through the lack of cust…" - Kyle Bonene
📋 All 16 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Wasted money on two pairs of bad glasses. Thats enough for me. They make it hard to close your account as well which is always the mark of a lousy company.
Got glasses last Nov and already broke. This was my spare. Price is good. Quality not so much
this company is trash. they will consistently mess up your prescription. the customer service is so bad that you will be in tears after dealing with them. I award them ZERO stars and may they feel their incompetence through the lack of customers purchasing from this company.
I get to the checkout and it just keeps erroring and saying "Your order has changed please refresh". "refreshing" it, and recreating the order from scratch results in the same glitch. I'm trying to give you dumb dumbs money, and you're refusing it.
Zenni glasses are excellent. But the app fails to load 90% of the glasses for the "Try on" feature, making it useless!
Unprofessional Customer Service I called them to return an order for my husband. when I talked to the agent she needed to send an email to my husband so we could upload his prescription. I told them I would call back once that was done, as he was working at the time and I did not have access to his email account. I call back the next day and a gentleman tells me they need my husband's authorization to speak with me. They are unprofessional agents with improper training.
Never works for placing an order. Glitchy app, nothing works as it should
Cut it out with ad notifications, this is insane, sending me ads at 9am on a weekend, what is wrong with you?
The app works fine. The product is both too expensive and takes too long to deliver.
This is my 2nd time using zenni and my last. I just tried over and over again to add my prescription and it will not add it or edit another prescription. I give up.
PD measurement is useless
checkout was unnecessarily difficult.
this has been the worst experience with an app ever. joined the app instead of the website because they were offering 15% off with your first app purchase. I had $95 in my cart before the discount and then my free shipping disappeared because I had less than $89 in my cart after the discount. the majority of places I order from do the shipping eligibility BEFORE the discount. and to top it all off it took me 3 more days to order my glasses because the app wasn't working. beyond frustrating.
waste of space, because it just takes you to an independent site that looks like an online site, and some of the changes are annoying (the automatic scrolling choices). Already annoyed that some of their selections are LIMITED, but not a fan.
15 days to put my store credit on is unacceptable. I want to get a new pair of glasses with them but waiting 4weeks from return to new pair is wild.
I hope the glasses are cute. Ordering was a mess.
Sentiment summary
96%
Positive (4-5★)
2%
Neutral (3★)
2%
Negative (1-2★)